Disheartening Experience for Older Loyal Customers
I called oct 8th and I spoke to Lei.Iexplained my situation to her which is the following.Ihave been a customer for about 7 years, on march of 2018 Ibought an iphone X full price with them and paid insurance for about 3 years. Ihave never missed a payment and my plan is one of the older ones. my phone's battery started swelling so it is now a fire hazard, thus Iwant to upgrade my phone. She told me about the prices that they currently have for iphone 14, 15, and 16. The iphone 14 is 729.99 full price but newer clients with a newer plan get the iphone 14 for 300. Now Iexplained than me being an older client have contributed more money to the company compared to a newer client of say 2 years. She said she understood my situation and after talking for a while she "requested" to her supervisor a discount to see what was the best deal that Icould get on an iphone (13-16). She included 3 options in the request, or so Iwas told by her... The callback would include the best prices they can give to an older client like me with discounts. She told me and promised, actually promised, that no longer than 48 hours Iwould receive a call and Inever did. So Icalled them today (oct 12th) and they had me 1 hour and 10 minutes on the line. the new sales representative, David, did not acknowledge the request made for promotions until the very end but he never gave me the options that Lei and I came up with, so I am almost sure he lied to me and the request never happened. He kept going in circles about things that Irepeatedly told him i did not want. Iwanted to hear the offers of the discounts she requested, or hear him say no, the request never happened or even that it was denied. He could not say that.When asked if the call was being recorded he did not acknowledge it either. Iunderstand that tmobile wants to make money, obviously, but Iam not trying to get a free phone Ijust wanted to hear the best offer the company can make to an old client like myself on an iphone. Iwas promised a call with the answer from the request that never happened. If you are not going to give any promotions, say so from the beginning, why lie like that? Isn't that supposed to have legal repercussions? Tmobile would not even offer 10% discount on the 729.99 price of the iphone 14. Afriend had the same situation in verizon with an iphone 6, and she got an iphone 14 of 512gb for 300. It seems tmobile would rather lose clients than to offer them a fair promotion. Being loyal with them long-term means nothing to the company. My case number (given by David) is: ADOLAC334. In there you can go through both of the call recordings (David said with this number you are able to access them) where the empty promises are made and how tmobile only keeps you in a circle in hopes you desist. Again, Iwas not being irrational asking for anything free, I simply wanted to hear what promotions they had for a loyal customer, apparently none. Once David acknowledge Tmobile will not give me any discount on any iphone model, he changed to be quite rude and hung up.
Escalate complaint over trade in promotion where no monthly bill installment was promised
Hi - In March I was told by T-Mobile representative that I could upgrade my 2 lines of iPhone 12 to iPhone 15 for about $100 each for the device and I would only pay about $10 monthly equipment installment for each. Now it's June. I received my bill an it's $63 higher for 2 lines. I called. The representative actually read the transcript and confirmed that what I just wrotewas correct. And T-Mobile rep misspoke. They meant to say that I would get about a $7 discount from normal equipment fee. All they said that they were sorry. And they did mess up. And that the previous employee would be disciplined. And I could return my iPhone 15'sand go back to the iPhone 12's. Talk about hassle factor! But that I would still pay more per month because there was no promotion available. In other words, there was no way forward without paying more… even if I somehow went backwards to iPhone 12's.I've been a customer for 17 years! anyone have any suggestions on how to complain outside of T-Mobile?
T Mobile Took My Phone Credits
So I upgraded my iPhone 13 to the iPhone 15 Pro upon ordering the lady sent me one with the wrong memory so upon receiving it I called them exchanged it for iPhone 15 pro with The largest memory they gave me buyers remorse, even though it wasn’t my fault upon exchanging the phones they took my credit away for my trade-in because their system messed up upon doing that I have to wait three months to get my credit now so I’m inconvenienced because T-Mobile system didn’t recognize it as a trade inand took my trade in phone credit back absolutely ridiculous!!!!
Upgrade para Siempre
I apologize for cross posting. I tried to ask this at the end of a "solved" discussion. That said, we signed up with T-Mobile in October of 2021 using the Magenta Max 55+ plan and financed 2 iPhone 13s using the Forever Upgrade with 30 payments. We paid off the phones in March. We got the text in December saying Forever Upgrade was ending but we could keep our plan and get the new Go5G Next benefits keeping our costs the same. We stopped by T-Mobile on Friday and they told us our iPhone 13s were only worth 340.00 on a trade, but if we upgrade to the new plan we could get 830.00 for the phones and it would only cost us another 26.00 a month. We don't want to loose our Magenta Max55+ plan, but also feel like the Forever Upgrade was a bait and switch if our phones are now worth less than half of what we were promised. At this point is it better to wait for the iPhone 16 and take the 340.00 trade in then? Or, was the salesperson lying to us in order to try to move us to a higher cost plan. He had our account open on his tablet but just kept saying that plans changed and moving was the only way to get the full 830.00 for our devices.Retail Trade in Policy
Hello, I went to my local T-mobile retailer at the end of my contract to purchase my phones and was "talked" into upgrading my legacy plan into a new T-mobile plan (Previously Sprint) and upgrade my devices because it would be "cheaper" with the use of trade-inpromotions. The store associate I was working with (Isaiah) processed the trade in but the next part was a little strange. He said I couldn't complete the full trade in process the same day and that I would have to leave the store with my new phones along with my old phones and return them after at least 1 day had passed. I thought to myself that this was really weird considering my history upgrading phones with Sprint at retail locations numerous times and we always completed the switch all in the same day, at the store. So, I took my new phones and my old ones, left the store, and returned not the next day, but the following. Isaiah wasn't there so I worked with another gentlemen who helped me wipe the devices and he brought them into the back and that was that. The process had been completed as far as I was concerned, looking back, I probably should have received some documentation after completing the trade in, but didn't think anything of it because we had done all the paperwork for the trade in during my initial visit. Fast forward about a month and after I received a few messages saying that my phones had not been received, I made my first call to T-mobile. T-mobile hadn't received the phones yet and immediately alarm bells starting going off in my mind because I had already given them the phones at the store over a month ago, how could they not have received them? I personally handed them over?I thought to myself that either the store person stole them or they just hadn't entered it into the system or forgot to or something,but as far as I was concerned, my responsibility for the phones ended as soon as the T-mobile retail location took possession of them. About another month later, I received a text that the promotion I was promised in store was cancelled becauseI was no longer eligible for the promotion. I called and they told me that the phones had received some damage…This is exactly what I was worried about happening and why I always opt to trade in my devices at the retail location in personso how could anydamage be my fault?Long story short, I completed the trade in during September of 2023 and I am still going back and forth with T-mobile about this issue and to me, it's clear that the retail location was acting outside their normal trade in standard operating procedures. On the website or my online portal, the original credit/promotion notesays "Device Recovery Promotion"…Isn't that a promotion that should be used when trading in outside of the retail location? It sounds to me like the store took possession of my phones and then shipped them in themselves, pretending to be me, to getthe promotion to go through and upgrade my plan.Has anyone ever experienced anything like this before and or have any advice on how to resolve it? T-mobile is giving me a really hard time and we have called over and over again without any true resolution. I've been a customer for about 10 years and I know the store location has cameras.. Can't they just pull the footage? Do I call the police? The ghostbusters? lol all kidding aside, I did everything that I was supposed to do and am getting the short end of the stick. Any and all help, advice, and or support would be greatly appreciated. I just want my credits that I was promised and I'd be happy to do another 10 years with the company.. If not, it might be time to hang it up with T-mobile… Thanks in advance. TylerUpgrade on a trade-in using Go5G Next promo - "Get one on us with trade on Go5G Next"
I currently have an iPhone 13 that I got through T-Mobile when I switched from AT&T well over a year ago. According to my account, I owe $193.33 on this device. My account says I am eligible for an upgrade, so I am trying to upgrade to an iPhone 15. For context, I recently switched my plan from Magenta MAX to Go5G Next. T-Mobile is running a promotion that says, "Get one ON US with trade on Go5G Next". To be eligible for this promotion: (1) "Purchase an eligible iPhone 15, iPhone 14 or iPhone SE (3rd Gen) series on a monthly payment plan and pay the applicable sales tax on the pre-credit price at time of purchase." (2) "Have or add a new line of service to a Go5G Next rate plan." and (3) "Trade in an eligible device in good condition." I am eligible based on these conditions. However, when I go to trade it in and redeem the upgrade, it says that in addition to the taxes, I must pay the remaining balance on my current device that I am trying to trade in. So my question is…if I am sending the device back to T-Mobile in good condition, why am I required to pay the remaining balance before I am eligible for the upgrade? Regardless of the credits that are added to my bill later on for the trade-in value (which comes out to just about the amount I would be paying on the remaining balance), it doesn't feel like I'm "getting one on us" if I am paying almost $300 before being eligible for an upgrade.
