In-store Customer Service & Support, Negative 5 Stars, Thinking of Switching Carriers
T-Mobile used to have a US based support center, I think in El Paso, it was great. On several occasions calling 611, I was connected with the same agent, which never happens with any other company. This was a few years ago, pre-Covid, but I learned than that as a long time customer, I had VIP support, which included talking to the same agent if they were on duty. Those days are gone. At the end of the day, I don't care if support is in the Philippines, India, Costa Rica or Walla Walla, or whether or not English is their first language, as long as they are able to resolve my problem. My issue is slightly different, in Dec 2022, I "upgraded" my Pixel 3A , which has been fantastic, for a Samsung Gal A53, which I am disliking more and more each day. I paid ifor the A53 n full. Because of Xmas, it was 17 days before I was able do get back to the store in South Pasadena, CA to return/exchange the A53 for a newer Pixel or OnePlus, all of equal or higher price than what I had paid for the A53. The Store rep said I had missed the 14 day return period and he could not process the return, but also elevated it to the store manager who said his hands were tied and nothing he could do to override the policy, even for a 9 year, 4 line customer. Together we called 611/VIP cust serv, who indicated the store manager absolutely had the discretion to waive the 14/17 day rule, but the store manager continued to claim they did not. I asked to elevate this to the District Manager and was promised they would contact the DM that evening and I would be contacted. That was on Dec 27, 2 weeks ago, and I've have heard nothing since. Given this experience, if the DM did contact me now, I expect they would probably claim that it was now more 30 days since the original purchase and any return/exchange was past. FWIW, compare the in-store return/exchange policy with the more generous on-line purchase/exchange policy, which I would have been eligible for if I had used that channel and the level of idiotocracy just increases. @Jon Frieier (President US Consumer Group) and @Mike Katz (President, Marketing & Experience), can you hear me now? In the next week you are about to lose this 9 year customer to Verizon, where I can trade in all four of my phones for new ones with the new service I am going to establish there. And when it comes to calculating year end bonuses, I only hope that the bonuses to the South Pasadena,CA location and district manager reflect the loss of a $200/mo 9 year customer.
Four lines for one incorrect phone?
So I went into a store fully prepared to Port two numbers from AT&t over to T-Mobile military magenta Max. At that time they had just started the OnePlus on us promo as well as the iPhone 13 on us promo for opening new lines. Mind you neither of these promos at the time required any trade just new lines being activated. Going into the store talk to the service manager they were limited on stock. But they would be more than happy to order what we wanted. So what we were supposed to received was a OnePlus 9 pro, the only other stock available was a32 by Samsung decent phone but no thank you. So the manager goes and activates a new line after knowing she was supposed to be porting the two numbers I don't know what happened there puts the SIM card in the phone. Bang it's good to go hands the phone over cuz I'm looking at the phone I noticed there's a camera missing and also the color of the phone doesn't quite look like the one that was advertised it's got this weird pinky purple to it but I figured it was just because I was in the store like everything's hot pink in there so you can't tell a silver phone you know isn't just reflecting. Well it turns out what I got was a nine not a nine pro. And then without any of the other stock at the same time somehow there were four more lines SIM cards with level 5 360 protection plans which are $18 a piece activated as well which seemed odd so I had to pay taxes and activation on all of those and here we are nearly two weeks later. I've still not received the phone that I paid for which was the 9 pro. I'm not going to spend more money on more devices and whatnot when they can't get one right but is that normal practice. I have one wrong phone that I can't get a return package for for some reason. Three completely covered lines that is covering nothing nearly $300 phone bill for what. And 15 different sets of csrs and their managers only seemed in all of that time frame to honor a promotion for a phone that I was sort of kind of tricked into buying I think. So now I've already paid activation fees and taxes and all that fun stuff on these other lines that don't exist, and it's becoming harder to get any definitive information on you know sign up promos new line promos you know the things that happen when you add new lines and you've already paid for the stuff but I didn't have access to because there was no stock to be had. And every time you talk to a customer service representative whether it be online chat which is really the only thing available because if you want to talk to someone in person. Every single female that I've spoken to which of there has been four has told me that I have no access to my own account unless I give her my social security number. Is all of this normal or is this complete Insanity? Because the level of disrespect that I have felt since attempting to switch is monumental, especially from a company who claims to recognize veterans and survivors of the United States armed forces. All I want is my numbers ported the device and the lines that I paid for with the promotion that Drew me to transition from another company that T-Mobile has still yet to do successfully on the designated plan that I chose. Is that too far out of simple realm of possibility? There was even a customer representative who made a direct phone call to me who tried to have me type prompt commands that would delete my entire customer service chat thread. I'm just kind of bewildered by this entire process, is this standard and why can no employee seem to answer any question. Or actually do anything in regards to the stock the service the equipment or the troubleshooting of any therein?