Tim N.

5 days ago I received a ceiling light I had purchased, advertised as 'new'. It came without any of the parts necessary to mount it to the ceiling. So I reached out immediately. Support asked for photos and a detailed description (it wasn't very complicated -the initial message covered it) so I took and sent two photos that showed clearly the one and only item I received with a detailed description of the problem. They responded that they wanted more photos. I didn't see their message for 24 hours so they closed the case, finalized the order, and made it impossible for me to get a return or even post a review on their site. They automatically gave the seller a 5 star rating on my behalf apparently. How could they go and close a case like that? They basically said "sorry, you didn't send us enough pics within 24 hrs so we're not going to help you in any way." Unbelievable. And now, just 5 days after receiving the item I cannot return it; I'll just throw it in the trash because it is unusable without it's proprietary mounting hardware. I can't believe this kind of business practice is happening in 2023.

I ordered a prepaid sim card that was defective. Each time I call they transfer me from one department to another for about an hour. One call ended with a promise that I would receive an email to send it in for the refund (I never received the email). Another call ended with a "we've got it all taken care of, just take the card in to a tmobile store." I took it to a store and they said they can't take it. Two different tmobile employees tried calling in on my behalf. One was hung up on and the other was transferred around for over an hour and finally gave up.
So... After about ten hours on multiple calls I am unable to get a simple return for a defective product. I just have to lose my $42 (and ten hours). Again, nobody is desputing anything. Everyone agrees that it should be returned. They are just apparently unable to do it and/or unwilling to take the time to do it. It's quite remarkable really.

The staff at the various T-mobile stores I've been to were fine. This review is about the phone support.

The service works ok, hence the 2 stars. But they automatically put you on annual autopay, then refuse any refund if you want to cancel sooner. They claim to have sent an email to me notifying me of a renewal last April, but I just verified that I never received any such email. So they have charged me their full, expensive annual fee without notifying me, and now less than 6 months after the renewal date, they will not issue even a partial refund for the remaining time. I don't even use the service, and I just want to cancel... but I have to continue paying for ~7 more months. Also, they have no way of cancelling or changing autopay settings on their site; you have to call them and wait on hold to talk to somebody in order to make any billing changes. When I asked to speak to a supervisor, I was given the runaround and then put on hold for 20-30 minutes before I finally got a supervisor on the phone who was not willing to help. Very archaic and short-sighted approach to customer care if you ask me.

Chrome remote desktop is free, easier to use, and doesn't use 'gotcha' billing tactics.