The following is a blurb I’ve posted to a few cell phone forums seeking some help for my Sidekick Slide problem – the one where the phone resets itself for no apparent reason. I have definitely learned that T-Mobile absolutely sucks the big one when it comes to customer service. They couldn’t care less about you once they have you commited to a contract. Learn from my horror story and STAY AWAY FROM T-MOBILE!!!

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I bought a Sidekick Slide for my daughter at Christmas 2007. Two to three months later the ‘hard reset’ problem (well documented on the internet) started occurring. After experiencing the problem for a couple months, we eventually contacted T-Mobile for help. (Comment: I hesitate to use the word “help” and T-Mobile in the same sentence.)

The customer service rep, who I could barely understand, first tried to sell me the $20 per month data plan claiming that would fix the phone reset problem. I told them the data plan had nothing to do with the phone resetting. Yes, the data plan would solve the issue of losing absolutely everything on the phone when it reset itself, but not the problem with it resetting for no rhyme or reason. After many, many minutes and much back-and-forth, the rep eventually agreed to send a replacement phone – a refurbished one. All this took place in June.

After receiving the refurbished phone, we returned the defective one and began using the new one. Needless to day, the problem reappeared soon thereafter.

This week my daughter was so frustrated with losing all her contacts when the phone reset itself and she asked me to call T-Mobile again. I dreaded it but I called T-Mobile again.

Once again, I explained the problem with the hard reset to the customer service rep and once again she started trying to sell me a data plan for $20 per month. She actually told me the problem would not occur if I had the data plan. I told her that is false and deceptive advertising if you sell the Sidekick Slide knowing there will be problems if you don’t buy the data plan. Her response was “Well, I hate to tell you this but lots of companies do it”. My reply was “the Attorney General will be very interested in hearing this”.

I insisted on talking with a supervisor. She reluctantly agreed and put me on-hold for over half an hour before the supervisor finally answered.

At first, the supervisor also tried to sell me a data plan but soon backed off when she realized I wasn’t some sucker. I told her I wanted the phone replaced with either a Sidekick LX or 2008. She said they couldn’t do that per policy but they could send me a replacement since it’s still under warranty.

She went on to say I would have to take the phone to a UPS store and have it sent to them. If we need/want a replacement phone in the meantime, we’ll have to go to our local T-Mobile store and get a loaner. (They sent me a replacement phone first the last time it was replaced but according to the supervisor, they’re not supposed to do that so she wouldn’t.)

Has anyone had any success in getting a defective Sidekick Slide replaced? If so, what is the “secret”? Is there a special number or a particular person/department I should talk to?

BTW, I called Motorola this morning and they said send it to them and they will repair it since it’s under warranty. Does anyone know if the repair will get rid of the ‘hard reset’ problem?

Thank you in advance for any and all tips and information.

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If anyone has any comments or insights, please send them to me at: randal [at] netknucklehead.com.