Okay, here is the revised version, thanks to my editor-in-chief. I'm sending this out today. I feel better about myself now. I'm a big fan of "writing a letter" to get things done. Here goes:
To Whom It May Concern:
I have been a T-Mobile customer since 2003. Since that time I have been very pleased with my phones, your customer service, and my contract, which has remained unchanged for the last five years. I’ve recommended your service to more than a few friends based on your coverage, convenience and friendliness. I’ve never had a problem until the last few weeks. I am writing this letter hoping that this can be resolved quickly and without further inconvenience to me.
In August 2007 I bought a phone from T-Mobile. The reason I bought a phone is because I was not yet eligible for an upgrade and my current phone would, at times, refuse to hold a charge. I needed to replace my phone and was unable to wait until November 2007, when I would be eligible for an upgrade. Upon receiving the purchased phone, it was not the phone that I wanted and I returned the phone within two weeks to T-mobile. I never used the new phone and I continued to use my previous phone.
In September, a credit for the returned phone had not been posted to my account. I called T-mobile to ensure the phone had been received. The T-mobile representative confirmed that it had been received, but explained to me that a credit might not be posted for a couple of months. At this point, I figured that the problem had been resolved and I discarded the tracking number.
At the beginning of November I went online to upgrade my phone. My account reported that I was not eligible for an upgrade. I called T-mobile and spoke with a representative who said, “…since you’ve been a customer with us since 2003, of course you’re able to get an upgrade.” He continued to tell me that I’m not actually available for the “best discount” towards an upgrade I could receive once a year. It has been over a year since I last upgraded my phone. He could not explain the reason for this or my inability to upgrade online.
Since then, I went to Best Buy, a local dealer for T-Mobile and the representative could not find me in the system, let alone tell me if I was eligible for an upgrade.
From there, I went to Car Toys, another local dealer for T-Mobile. The representative there said that I should be able to upgrade to a new phone since I paid full price for the phone that I returned in August 2007. He called T-mobile customer service on my behalf and explained the situation to the representative. After much explaining, the man said it must be a clerical error and he could fix it for me. He transferred the call to another representative that was supposed to be able to take care of the error. The new representative told the Car Toys associate that there had been no error and I was ineligible for an upgrade because I had changed my plan and my contract had been extended for another two years. The T-Mobile representative cited my addition of Hot Spot as the reason for my extended contract. I have not changed my plan, except to add mobile-to-mobile minutes and text messaging. These additional features do not extend my contract. The representative later admitted that I was right and that the reason for the extended contract was that T-Mobile had not received my phone that I purchased in August 2007. He requested my tracking number. I no longer have the tracking number as the phones arrival had already been confirmed. In addition, prior to this conversation, a credit for the phone had been posted to my account.
The Car Toys associate spoke to the T-Mobile representative for 48 minutes at which time the T-Mobile representative reported that an investigation would be initiated to find your missing phone. I was told that I would be notified within 72 hours as to the result of the investigation.
Seventy-two hours has elapsed. I’m still waiting. All I want is a new phone and I am more than willing to extend my contract, but I want to do it on my terms. As a customer of T-Mobile I have the right to a phone upgrade and a discount once a year. I have never had a problem before. I have always felt like a valued as a customer, yet no one at T-Mobile is able to tell me why I am not eligible for an upgrade. On top of that, my contract has been extended for an additional two years without my knowledge. In the last two weeks, T-Mobile has made me feel like a liar and a thief and that is unacceptable.
At this time, I am preparing to file a complaint with the Better Business Bureau. I don’t know what else to do. I find this step necessary due to the way I have been treated in the last three weeks. I should not have to jump through these hoops in order to get the service that I have come to expect from T-Mobile. I no longer have good things to say about your company. What I thought would be a simple transaction for T-Mobile has turned into a large inconvenience for me. No representative has the right to treat a faithful customer, such as myself, with such disrespect. I am frustrated and disappointed.
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