G1 Replaced FIVE Times...Need Your Opinions!

[MHolla]

Hey Guys,

Below is a letter I wrote to T-Mobile explaining my situation. I know it is quite lengthy but if anyone has the spare time and could read it, I would appreciate getting the opinions and feedback of the community on here. THANKS!

Dear T-Mobile,

I have been a customer with you since November 22, 2008. In that time between the phones and monthly bills I have spent $2302.71 to date with your company. Also, in that time of less than one year I have had 5 T-Mobile White G1 malfunction on me.

The first phone the Bluetooth went out on me. I called customer service we did the resets along with the other standard protocols and still no Bluetooth. I paid the $9.99 shipping fee and received another refurbished G1 phone.

The second and third both had the same issue the Menu, Send, Home, Back, and End/Power stay illuminated at all times. While talking and also while on standby when the screen is black those buttons stayed lit. If I shut the power off they shut off but when plugged into a charger even with the power off they remain illuminated. As we all know the G1 does not have the best battery life to begin with and the buttons staying lit certainly does not help the battery life at all.

Within a month after receiving what would be my fourth replacement phone I received a phone call and when I went to answer the phone froze. I could not even power the phone off and had to remove the battery in order to shut the phone off. When I powered the phone back on I received the black screen that had the triangle with an explanation mark in the middle. As with all the previous times, I did the resets as instructed by Customer Service to no avail. This time I was offered to exchange to the T-Mobile Dash but did not want a phone running Windows and needed the applications and Gmail syncing which the Android phone offers.

Most recently yesterday on November 4, 2009, the same probably occurred that happened to me twice before. All the buttons stay illuminated on my phone. Let me add that I take excellent care of my equipment. Any time I am not using the phone it is always in the black pouch that came with it. Not once has any one of these phones had physical or water damage.

I spoke to a customer service agent and explained the situation and said that I do not want another G1 based on the fact that I have had five malfunction on me in less than a year time. The lady stated that she could not swap the G1 for another phone and would transfer me to Customer Loyalty who would likely be able to set up a swap based on my experience.

I then explained my situation with the Customer Loyalty agent. I had viewed on the website that there was a new Motorola Cliq which ran Android. After confirming they both had the same retail price I asked if it would be possible to switch to this phone that he promptly said no to. He said "If you buy a new Chevy and it blows up five times you can't exchange it for a Ford." I then replied Sir, if a loyal customer has had five of your same handsets go bad in less than a year and is obviously unhappy with the product why would you want to send him a sixth? He had no answer for that. I then asked if it would be possible to get any other phone, as I do not want another G1 based on the track record I’ve had with them. He once again told me no not unless I want to pay. I did not and do not feel that I should have to pay for a different device when I have done nothing wrong. I then told this agent how I have spent over $2000 with his company in less than a year and that if it would not be possible for me to switch phones I would be canceling my service. His answer to that was I could take the $200 I would be spending to cancel my account and put it towards the Cliq or another phone I would like.

I work for a Fortune 500 company, which receives discounts from three of your competitors. I could be saving 20% a month on my bill with Verizon or Sprint and 18% with ATT or Nextel. Even with these discounts at my disposal I chose T-Mobile who does not offer a discount for my company.

After I receive my SIXTH refurbished phone I plan on canceling my account with T-Mobile. I explained this to the Customer Loyalty Agent who was willing to do nothing to keep my business. I will be taking my business to one of your competitors who will hopefully appreciate a customer that spends over $2000 in less than one year. I refuse to stay with a company whose solution to a problem with a customer that has had five of the same phones malfunction is to send them a sixth. I purchased this phone last November when I switched because I was told it was the top of the line and best T-Mobile had to offer. In the past year, I have referred numerious friends and family members into switching to T-Mobile. I am in the sales and marketing department for one of the world’s largest hospitality companies. I have daily interaction with hundreds of customers from around the world. Know that after the incident last night I am no longer going to have the kind words or be referring people to T-Mobile as I once did.

[mr_strat]

And I've had no problems...have had the G1 since it came out (pre-ordered it).

[Vinter]

um... i've had 1 g1, and flashed many roms on it with 0 problems. i used to pull the "omg somethings wrong" with my phone thing when i had the dash and got a scratch on the screen. lol

i'd personally be pissed if they swapped a cliq for a g1 for you, and honestly i'm surprised they transfered you to customer loyalty, 1 year isn't very long... lol

[ggrant3876]

Been with T-Mo 6 years. Got my G1 in January of 2009, had it replaced once with no further problems. Have gone to customer loyalty before and have always had a the out come I wanted. That's how I got my first G1 for $75.00, threatening to get an Iphone and jump ship.

[Vinter]

ya i got my g1 cheap too because i been with them for so long, and i had a year a nd a half left on contract too

[ggrant3876]

ya i got my g1 cheap too because i been with them for so long, and i had a year a nd a half left on contract too

I was only 4 months into my 2 year contract. My wife's phone was stolen and I got them to give me a phone for shipping and not starting a new contract. I have always received good service from them.

[Vinter]

I was only 4 months into my 2 year contract. My wife's phone was stolen and I got them to give me a phone for shipping and not starting a new contract. I have always received good service from them.

the ONLY reason I'm still with tmobile! lol ... i mean with their excessive amount of lack luster phones up until the g1 (and now they have the most dull android phones).. is there really any other reason to be with them? lol

[MHolla]

I was a new customer and went in on a Saturday night and got the sales rep to sell me the white G1 before it came out on Monday. Like I said I love the phone and the features it has, but with my sixth phone on the way in less than a year it is ridiculous. I could see if it was neglect or damage on my part but that is not the case at all. I did not think I was out of line asking for a different phone without having to pay. I guess spending $2300 with a company in 11 months is not loyal enough.

[Vinter]

I was a new customer and went in on a Saturday night and got the sales rep to sell me the white G1 before it came out on Monday. Like I said I love the phone and the features it has, but with my sixth phone on the way in less than a year it is ridiculous. I could see if it was neglect or damage on my part but that is not the case at all. I did not think I was out of line asking for a different phone without having to pay. I guess spending $2300 with a company in 11 months is not loyal enough.

maybe you should of just rooted your phone

i don't get how you spent 2300$ in 11 months o_O

[simms22]

never had a problem with my g1 , had it since pre-order over a year ago .
have you ever cleared the caches or checked how much internal memory was available ? the g1 acts funky at or below 10mb internal memory . you have to clear the caches (market and browser especially). or not have too many apps .