I have been an advocate of T-Mobile for years since they were one of the first carriers to offer no contract service. Their coverage is not as good as Verizon, but I figured it was better than paying Verizon's prices. Granted, you now have to buy your phones at ridiculous prices, but it didn't seem too bad because they spaced the cost out within your monthly service.
Yesterday my husband's 10 month old phone died. He went to this store to see about getting it taken care of. The gal was quite rude to him. We have their jump, which we've been paying for and she rudely told him they can't help him there. So, with the jump, we would have to pay $175.00 for a refurbished phone. She also stated that if he got a new phone, we would have to pay a $100.00 finance fee for the old phone, besides paying it off. So, if this is correct (which I'm not sure it is), then the way they get around the no contract is to space your phone payments out over 2 years, and then charge you if you want to pay it off early? Something is just not adding up here. I know I have to pay off the old phone, but we're not changing carriers, so why would we have to pay a finance fee to pay it off and buy a new phone? It seems to me that these kids they hire do not know their job. Come on T-Mobile....train them to be knowledgeable about the products and services... and while you're at it, teach them how to deal with customers. I guess I will now be spending half my day on the phone trying to get the facts straightened out.