Unfulfilled Promise

First of all, hello everyone. I would like to tell you about an incident that happened to me and tell you, name by name, why no one wants to take responsibility except the owner of the promise. 

On 10/25/2023, I entered the chat page from the t mobile application and received information about purchasing an iPhone 15 pro and the price. A representative named Kevin responded to the topic. In the following conversation (10-15 minutes later), Kevin said, "He wrote the price wrong when writing the Go5g plan details." I corrected him, and Kevin apologized and said it was a keyboard error. I said it is ok Kevin. And added, "If I can't get $830 for trade in, I said I don't need to change the plan and I wanted to end the issue by thanking him" 

I am copying and pasting here what happened between Kevin and me; 

Kevin: Thank you very much for the confirmation Jason. The offer has its requirement to be on a higher plan. You have been very understanding through out the chat and have been a loyal T-Mobile family member for the last 10 yeasts. We can manage to go an extra mile for you and raise a request to the dedicated Finance team so they can try to get the offer applied without making any changes to the account. I hope that works? 

Me: First of all, thank you for patiently answering all my reviews. If I'm going to take advantage of this without any payment changes. First of all, I would like to benefit from myself. In other words, to make use of my 9598 line.

With trade in iPhone 11

Thank you Kevin

Kevin; Anything for a valuable

customers like you! I am raising a request so they can

investigate the account and based on the Tenure try to get the promo offer applied on the line 9598 without making any changes to the plan. Sounds good?

Me; Sound is perfect

One second

Will it be 15 pro?

Kevin ; Yes I can raise the request for the specific device you want.

Me; iPhone 15 pro best choices for me

It doesn't matter 128gb or higher 

Kevin; The dedicated team works in different time and it may take up to 3-5 working days and I will be taking full ownership of the issue and get it done on the iPhone 15 pro for you. Will the line 9598 be good for a call back?

When no one called me after 6 business days, I contacted the chat page, and since the representative could not resolve the issue, JENNY, the supervisor, connected to the chat page. I explained the issue to her, and to help me, she tried get my  iPhone 11 for $125 (trade in). I reminded her AGAIN that it had to be $830 because that was what was promised to me. SHe was listening to me but trying to do it her way. At the end of the conversation, she said; He (Kevin) would call me within 24 hours to 48 hours.

next Day ; Of course Kevin didn't call me. They probably never informed him of the situation.

The caller was "Paula," a T-Mobile representative. I told Paula what happened, but she tried to charge $215 to trade in my phone. It's not over :) Paul transferred me to Leksie, who is the supervisor. Leksi first said that he could give me $830 trade in if I added a new line. When I refused, he told me that he could give me $830 trade in for the iPhone 13 Pro Max model. I insisted no, when I told him that I wanted the iPhone 15 pro, which was promised to me. He said that the promise given was a keyboard error. In short, as you can see, no one stood behind the promise made to me. 

As a result, not all T mobile representatives and supervisors are brave enough to take responsibility as much as Kevin. If I decide to stay at T mobile for another 10 years, it will be thanks to KEVIN and people like him. In the presence of everyone, I respectfully greet Kevin.

Akalay