T-Mobile Upgrade Policy, Or Not???

Intasun32

It is about 6 weeks till my 18 month contract with T-Mobile expires and I have been quite happy with the service I have received, so when I received a call for an early upgrade I was happy to listen to what was on offer. First, as I had asked for info before its release, I was offered an Iphone 4 on quite a good deal but the Iphone was not for me. I wanted a Blackberry Pearl 3G on a the similar contract that I already had, but the Flex contracts were no longer on offer. I was eventually offered the handset for free, 900 minutes, 500 texts and unlimited internet for £30 monthly of course an extra £5 for Blackberry services. It was the same cost as I had previously paid so I was quite chuffed!

The handset arrived the next day, upon opening the package I notice not one, but two security seals, the first having been broken. The screen cover on the handset had been removed and replaced badly. The accessories were all sealed so I started to set up the phone, until I found several texts dating back to June. It was clear the phone had been used. I called T-Mobile Returns dept and to their credit they apologised and arranged for a replacement and for the other handset to be picked up at the same time. I was impressed but annoyed as I had lost a mornings work waiting for the phone to be delivered so I sent an e-mail to customer services. I have used the new handset now for several days and I am very happy with it so all the agro was behind me, forgotten.

That was till I got a call from TM overseas customer service department. I was told that not all customers are sent new phones as upgrades it depends on what type of customer you are! (AKA How much you spend). I was told that I MUST have been told this, eeer I don't think so. Like many, I would have told Upgrades where to stick their recon handset. I asked where on the web site I could find this info, to which she replied that she would send me an e-mail. Still waiting!

I have never come across this practice, has anyone else? TM certainly know how to upset a happy customer. Even though I have the new handset I can't help but feel annoyed.

:mad:

Exhortation

If nothing else it seems very shoddy to leave things like texts on a refurb before sending it out to a new customer!

I suppose there's nothing wrong in principle with giving people refurbs at upgrade time, as long as the customer is made aware of it at the time. Obviously, you weren't made aware of this and I understand why you would feel annoyed. Personally, the only time I've been given refurbs is to replace a damaged phone and I doubt I'd take one at upgrade time. For some, however, I can understand the temptation to get a better phone than they might otherwise be entitled might persuade them to go down that route.