T-Mobile Business rep without knowledge caused customer switch
Since T-Mobile doesn't have Customer Relations email or way to connect with them, I am posting my story here. I have been with T-Mobile 17 years, starting with one line and go into multi-line family plan. Recently, I have decided to switch Business plan and add 2 more lines. T-Mobile doesn't have ability to setup plan online if using company tax id, I had to go through Sales Rep. After talking to rep, I expressed my desire to get a 5 line Business plan, but transfer 3 phone numbers from my current personal plan. I also said that I am looking for a specific offer online ($36/line for 5 lines). Rep explained course of actions as setting up business account with one line and transferring over rest of lines once account is activated. Getting SIM card and activating account took less than 24 hours and next day I called Experts (as suggested by Rep) to do the rest of the process. I have repeated my intentions and even walked Expert through T-Mobile Business website to confirm the prices. It took about 45 minutes on the phone to get lines moved over. When everything was set and done, I went to check and to my surprise I have been setup for $150 2 line business unlimited plan + additional $35/line for other 3 lines. I called back and after explaining and holding for 30 minutes received "We can't give you advertised plan". I asked to speak to a supervisor, but supervisor wasn't willing to help. After that I tried another 5 times, but keep getting Central America representatives which were reluctant to help and understand. So at the end I went from having good Personal plan to very horrible business plan. I contacted my rep about it and his response was basically "Unfortunately, the $36 per line price is with a new line promotion. The one line you added would qualify for the discount, but the 4 you are migrating over will not qualify." He (Garrit Enoch) knew I was looking for $36/line plan, but instead of suggesting getting plan with 5 lines right away and requesting phone number transfer he suggested line move. Because ignorant T-Mobile rep like that, I will be switching to another provider as I don't see the point of paying over what other major providers cost and allow T-Mobile mis-advertise their offers in order to lock customers into more expensive plans.
Proposal Not Honored, Salesperson MIA
Hello- I received an aggressive proposal from a T-Mobile sales rep to switch my business lines from Verizon. I was given a proposal in writing via email to pay off all of my equipment with Verizon (6 total devices), and also told that if I signed before the end of the month that I would receive my first two months free. I received a portion of the device buyout as a visa gift card, but was told that my 6th device buyout would be paid off as a credit on my bill. My sales rep eventually said that his manager approved the credits and that it would apply within a couple of weeks. It has now been 3 months since he said this, and 6 months since I began service. Now I cannot reach said rep by phone or email. Lots of emails and voicemails that do not get answered. I am missing more than $800 worth of promised, in writing credits. How do I get this resolved? More importantly, how can I hold this rep responsible to honor what was offered. It has become more of a principle thing to me personally.
Your Sales Reps
Since Verizon 5g Home Internet is not available where I am (I am a Verizon Wireless customer of over a decade), I called T-Mobile to see about home internet service. Here are the LIES they told me: Lie #1 - You cannot get equipment any way other than a phone or internet order Truth -No, you can get it in the store, but you need to sign up for new service in the store. When you make the order it ties the equipment to the account so that they can track when it is returned or has to be swapped. So now I need to wait for my equipment to arrive when I could have had it same day, and actually need a faster internet connection for work than what I have. Lie #2 - Pay us $12 for shipping, it will be there by Friday… Truth -They are sending me the wireless router and some worthless (to me) Google TV device I will never use. They shipped the Google TV device and it will get to me January 24th…As for my router (the only thing that matters), it has been over 24 hours and nothing has shipped that I can see at all. No email sent, the only link I have shows this Google TV device. Lie #3 - Guaranteed speeds of 100mbps download and 24mbps upload Truth -This is my fault for trusting the sales person, I was in a WalMart when I called and did not find the actual technical specs page on the T-Mobile website. Here is what that reads: Download Speeds: Typically between 37 - 115 Mbps Upload Speeds: Typically between 8 - 24 Mbps Currently I get 80mbps download CONSISTENTLY and 8mbps upload CONSISTENTLY. Long and short of this is that I now have a connection that might be SLOWER downloads, and THE SAME upload speed of what I am looking to replace. I also paid $12 for no reason at all to get 1 day shipping that did not happen. I could have gone to a store and gotten all my gear on my own and at least tested it out by now. As a sales person my entire adult life, I have had to mount a defense when people say that salespeople are terrible, but this is so far a lousy experience. I will get it whenever I get it (January 24th?) and will test it. I certainly hope I fall into the 115/24 camp, but if I do not, this was a bunch of wasted time for nothing at all.Should I be held accountable for false information given to me?
It all started when I tried ordering 3 watches. I called T-Mobile and the rep had told me for a sync up kids 2 watch I would need a voiceline. So I got a google pixel with the watch. It turned out I didn't need the voiceline and I was able to return the phone and not be charged anything. So I call T-Mobile again and ask about the pixel 2 watches and they said I'd need a voiceline for them. So I ask about the apple watches and the rep said they are stand alones and I could use my Ipad to set them up. So I order 2 of them. Turns out I couldn't use them. I only opened one and the other was still sealed. I brought them back to the store within the time frame and only got $10.00 out of nearly $80.00. They called it a restocking fee. I tried getting my money back the rep at the store said it wasn't in her power to give me more than what someone on the phone had told her to give me. I leave the store get home and call T-Mobile and ask for a manager. I explain to her that I feel like I have been swindled because I was given false information and now I'm out money. She got aggravated, vocal and snotty and told me that there would be a $10 credit applied to my account. So I figured I'd submit a complaint but everytime I ask how to they ask me why and how they can help and if I'm persistent about it the chat just ends or the call drops….Am I crazy for thinking I got swindled?