Hi We have a Samsung A32 5g (pervious issued phone was an A22) and an Galaxy S21 Ultra 5G.
T-Mobile Corporate (CS) sent us to the store to get (free) new sim cards due to an ongoing issue with our phones due to the INABILITY to send and receive on time text messages since before Aug 2021,(when I had an A22)
- This is only with text messages.
- This happens when I have a good signal and a Wi-Fi connection in my house, but it has also happened when I'm out and have only cell signal with GREAT SIGNAL.
- We have tried it with other carriers with people, and it still doesn’t work all the time.
- The usual phone troubleshooting steps (quitting the Messages application, restarting the phones, hard resets, brand new phones, even different messaging apps) do absolutely nothing. I should add FaceBook messenger works, but meh.
- We checked the activity logs in our T-Mobile account, and the read, delivered, and sent, in the APP it self. which doesn't always work. It’s been confirmed many times now that T-Mobile sees the delays and missed messages.
To fix this problem we got a free sim card at the store.
(we have done all the technical work with T-Mobile Tech Support at the 1st, 2nd, and 3rd tier Levels, AND having them E-mail the Engineers 2 times.) Which we NEVER received any information back about. In fact they closed the trouble ticket and marked it as resolved! I had to ask about it. We are 16+ year customers and I am no longer recommending T-Mobile to our friends and Family.
UNFORTUNATLEY for them, T-Mobile’s Corporate Store tried to give him 3 different sim cards and after THEM calling corporate, it got the PHONE basically bricked, and unusable after TRYING too many times. Got him Flagged by the FRAUD DEPARTMENT. Told him he would have to wait an hour for it to come back to working. FOUR HOURS LATER, it's not working still. So on call to the Call to CS.
So I was on the phone with then for 1 hour and 56 mins to tell me the FRAUD department does ONLY emails and it would take 24-48 hours for them to get a response, for them to call me and TRUST that them after everything. There is no number and no transfer ability for customers or CS to call them. So no phone for 24-48 hours? After we have been taking our time patience, and gasoline to fix this issue.
This is a Corporate Store that LET him leave the store without fixing their mistake. I will be filing a report on the store with T-Mobile, Because you let a customer leave without fixing his problem and making it worse. This should have been simple.
I should also mention he went back and forth to the store TWICE to resolve this issue. starting at 10am, on 3/19/22.
We do not feel we where given the attention, dedication, and service that we deserve as customers, let alone people.
This may end up with us ending our history with T-Mobile as Customers. 16 years of loyalty to end up this way.
