Yes I am pissed with T-Mobile after arguing all week that my wife's phone that showed shipped last Friday was lost. I finally talk to a supervisor today who called ups and shows they lost it and have to wait 8 days for a claim. Going to the store tomorrow to buy one in person.
I really think Tmobile needs to change their policy on this to avoid any more inconveniences of their customers. Tmobile shipped the package and UPS failed to deliver. It is the contract between Tmobile and UPS, why is Tmobile asking customer to wait to use my JOD upgrade opportunity until they deal with their business side conflict? If Tmobile is really going for Top class customer service, once UPS claims they lost shipment, what Tmobile should do is to cancel the order immediately and ship another or at least cancel the order and give customer an opportunity to either order online or in store.
Also, while talking to my 1st representative on this issue (won't say the name), but he was very un-informed. He insisted and almost tried to fight me over the phone when I asked him about the billing. Since Tmobile counts the day once either the agreement is signed or they ship the package (I am unsure about this, but they do count days for your installment cost once the phone leaves their warehouse). He insisted that I will be paying for it since I signed the agreement without mentioning any of the refund part, in which I think he did not know. I was furious, not only they lost the shipment (I am the customer of Tmobile, not UPS, so to me, Tmobile lost my shipment), now they are saying they are going to charge me because they shipped it? However, I stayed calm and requested to speak to a supervisor and she confirms anything charged related to this incident will be refunded back to me and my account. This is where you really need to follow up as a customer and check on your account because quite often, Tmobile does not refund until you request it again. This has been a horrid experience and I think Tmobile can do much better than this in terms of handling lost case.