Michelle Lazarov vs. T-Mobile

I purchased an LG Doubleplay from T-Mobile and signed a 2-year contract. The phone dropped data connection often, but one expects a certain amount of inconsistency with such technology. However, I found myself checking my cell phone more and more often looking for this lost connection and discovered it was happening 2 to 3 times a day, sometimes more. Unfortunately, the 14-day grace period had passed.

Two replacement Doubleplay models showed the same defect - displaying the message “Data connection has been lost, please refresh” and the “data enabled” setting periodically becoming deselected throughout the day.

T-Mobile then ordered a Samsung “Galaxy, a “comparable” phone to replace the LG Doubleplay. No other model option was available to me. The Galaxy is a 3G phone, where the Doubleplay is a 4G phone. The Galaxy is only able to hold 10 or so applications before delivering a message that the phone is full. I have about 30 applications currently downloaded on the Doubleplay. These two phones are not comparable.

I informed T-Mobile that the replacement was not acceptable and desired an exchange for a phone of my choice. This was not an option. My only available options were to continue to pay for and use a phone that drops Internet connection sporadically, rendering it unreliable, or pay for and use a model that doesn’t meet my needs.

Since the 14 day grace period was over, T-Mobile will not take back the Doubleplay and will not exchange it for any other model besides the Galaxy. I informed the agent I would pay for the phone, but to please cancel my account. I was informed that there is a $200 cancelation fee that could not be waived.

After much arguing, I agreed to pay what will be over $500 to terminate my relationship with T-Mobile and seek satisfaction with another provider.

T-Mobile’s policy in this matter is mind-boggling. Under the circumstances, I was willing to accept responsibility for what was ultimately my mistake in not noticing the pattern of the phone’s defect sooner; however, as an 11-year customer, I expected to be offered a solution besides paying for the opportunity to cancel service on top of paying for defective equipment.