I have had a terrible experience with T-Mobile's Early Termination Fee (ETF) program.
Here are some of my observations:
- The ETF program is not simple.
- Lots of paper documentation is required. (Hint: We live in a digital world!)
- T-Mobile support will not give out CASE ID Ticket Numbers
(One representative indicated T-Mobile does NOT have Ticket ID Numbers) - T-Mobile support will not send emails out. (No Paper Trail)
- T-Mobile ETF support is only available M-F, not 24/7.
- T-Mobile ETF program has many exceptions excusing T-Mobile from honoring their "Buy Out" promise.
- Official T-Mobile Store representatives do not inform the customer of the ETF exceptions.
- T-Mobile takes 4-8 weeks to send out ETF checks.
- T-Mobile support "Chain of Custody" is extremely rigid.
(The customer must follow the T-Mobile process exactly or the claim is rejected & closed) - T-Mobile Advanced Support has been very defensive.
(Note: In all my calls I have not cursed. I have always Thanked the support person for their assistance.)
I realize there is very little chance that my comments here will be addressed or given any weight whatsoever. However, because we do live in a digital world I do know these comments will BE ON RECORD forever.
At this point, if I were asked to give a testimony for T-Mobile it would read as follows:
"I don't care which service you are currently with...STAY WITH THEM. T-Mobile will disappoint you!"
Note: Supporting Documentation is available upon request. Send request to: chefmancave@webtopcook.com