To Whom It May Concern,

I have purchased the My Touch Handset by T-Mobile Wireless Co. In August of 2009 at the price $400.00. Since that time, the device has slowly began to malfunction. As I recall, May 2010 was my first encounter with the defective device. I contacted the customer call center in reference to the issue and my device was replaced but not as a new phone, as a refurbished device. Around five weeks later, I encountered the same issues. The issue was not resolvable via telephone with the customer care center; therefore, a second replacment phone was sent to me but was also refurbished during the month of July. To date (as of August 12, 2010), I have encountered the same issue with the device. All three times, I have complained about the wireless device freezing, telephone powering off and on by itself at different times of the day without any timer directing the device to do so as well as many force closures. I contacted the customer care center again letter then know that this is an on-going issue and seems to be a problem with the type of phone that I have purchased at full retail value of $400.00. I was instrructed by a T-Mobile Representative that I would be taken out of this device and issue a brand new device of the equal value or more. But instead, I was rejected from getting a new device and not even "offered" a replacement of the T-Mobile My Touch but "automatically told" by a T-Mobile Representative that she has put in a request for a replace My Touch without my conscent. I was not offered this because if I had been, I would have asked to escalate the issue to a supervisor or hirer authority. I was also told that there was not anything she could do because of the fact she had already put through for the replacement device and to allow 5 to 7 business days for the delivery. I am "extremely" upset with the service and how I was treated by this representative. I was given the incentive (attitude) as if "O well, we'll just give you another device" but was not concerned with my customer wants and needs in additional to the money that I spent on the device as well as making my bill payments within the time frame alloted to me by T-Mobile with no service interruptions. i believe that itself, me being a wonderful customer, should have been given better treatment then what was offered to me. I am unhappy with the outcome and can not even consider leaving in company because of the charges I will incur for an early cancellation of the T-Mobile contract. What I am asking for is better quality customer service as well as what I am entitled to as a T-Mobile customer. This is the third time that I have had the same issue with the piece of equipment/technology so why is that I am given the same problem again to occur? The new equipment device should have been given to me as I was requesting but instead something that I was not even offered and given the opportunity to accept or deny was processed. IF I was given this opportunity, again, I would have declined and escalated this issue to a superior. Please intervene with this issue with T-Mobile. I have been a customer since 2005 and a very loyal customer at that, but as of right now, I am a dissatisfied customer. Please contact me with an outcome or the next step on how to handle and resolve this issue. My contact information is (201) 471-8711 and email address is [email protected]. Thanking you in advance for your time in reviewing my complaints and my concerns. If you can respond within a reasonable amount of time because my device is not functioning properly, I may be without a phone soon. Thanking you again.


Mrs. Michele Y. Barbee