| I'd be upset, but T-Mobile failed to get an upgrade smartphone to me within 2 months of my order and so I switched to Vodafone and got it within 3 days. Full story, for the interested: I had recently moved home and tried to use T-Mobile's website to update my address. Unfortunately, it had one of those forms which require you to enter a postal code and select the correct address from the results of a postal code lookup, with no way to manually correct it. Since the postal code lookup didn't give my address, I chose to call T-Mobile's customer service number to get the address changed at the same time as asking for an upgrade. I spoke to one customer service representative to update the address, confirming very clearly that they had the correct address, and then asked to be put through to the upgrades department. After negotiating the upgrade, I asked whether it would be dispatched to the new address I had just given them and was assured that it would, within the next week. A week and a half later, the phone had not arrived and I hadn't heard anything, so I called again to find out the status of the order, and was told that the phone had been dispatched to a non-existent address as that was what T-Mobile had on file for me. In fact, it was the incorrect address suggested by the postal code lookup service which I had specifically called to have corrected. Note also that T-Mobile had on record that the phone could not be delivered and neglected to contact me. After updating my records (finally) to the correct address, T-Mobile told me they couldn't send out another phone as stock was limited and that they couldn't simply send the erroneously sent handset to the correct address once it returned to them because that "wasn't how their system worked". Another month of going round in circles with inept customer support reps and I was gone. Next time I won't be so patient. |