Bought a NEW device that is faulty and T Mobile refuse to replace or refund
I bought a brand new Franklin Wireless RG2100 in December 2023 from the flagship T Mobile store in Las Vegas. I am in NY and it is faulty. I took it to a Boston T Mobile store who told me they couldn't do anything as it was pre-paid (bought outright) and to call customer service. I went to New Haven T Mobile store who told me to call customer service while instore as they had no process to deal with a pre-paid faulty device. We called customer service who didn't know what to do. I called customer service the next day and spoke to a supervisor who also said he could do nothing. I have paid for a brand new device that is genuinely faulty, under warrantyand still looks brand new, yet T Mobile have taken my money and refuse to refund me or give me a replacement device. Nobody disputes the unit is faulty, even though customer service imply they don't trust me, however their own store on the phone told them it was as responsive as a "brick". What they are doing is nothing short of theft as they know it is faulty, they know it is under warranty, yet they won't give any means to replace, fix or refund it. To clarify, there isn't even a light scratch on the device, it still looks brand new and still in it's original box.Pay to replace
I opted to give TMobile another chance about a year ago, and so far things were going fine. That is, until I purchased the Moto Edge 2022. I called in last week after dealing with dropped calls, volume issues, etc. All of the usual 'tech support' was done, and they offered to replace the faulty (per them) phone .. as long as I paid another $20. I refused. I felt like I was already nickled and dimed enough between the activation fee (which was my switching the sims cards) and such, and now, because I was sold a crap phone, I have to pay to replace it? I'm so done.