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. Tyler
How do I file a complaint about one of the stores?
I just switched to TM. So far, so good, except for the billing. At the store, the customer rep seemed to have blinders on and not listen to everything I was saying. They seemed to be in their own world and needed a supervisor to help. I showed them their own web-site stating the plan I joined is supposed to come with Apple TV, AAA, and Netflix. None of that was honored. I also told them I was paying by credit card. I'm now finding out the discount per line is only with debit cards. Are the stores supposed to honor the deals that exist on their web-site? Should the rep have halted me when I stated, multiple times, I was using a credit card? Right now, TM is getting only a 3/5 star. Worse, there's no Feedback or Chat section I've been able to find. Its extremely frustrating for a senior to have to deal with such companies. At this point, I am not impressed. I'm sure this will fall on deaf ears as most big companies don't care about seniors just as the customer rep at the store made me feel, but, I'm at the point with this lying, or so it feels, that I'll see what happens in a couple months. But, I'm ready to go back to Consumer Cellular where the customer service and reps were amazing.
Will not fix a $1200 mistake they can see in their system they made when upgrading phones!
I know this is not customer service but want to get this out everywhere I can! Went into the store to upgrade phones. Got everything updated and squared away...or so we thought. Looked up our account a week later and none of the promotions we were promised were applied. Calle support and they said everything the store promised would show on the next billing cycle so we had to wait until the first billing cycle (which moves us past the return period if anything is incorrect). We waited and everything was correct on the billing cycle EXCEPT for the $600 rebate for each of the 2 Samsung galaxy phones we purchased. Called back to support and they said we had to talk to the store as they had applied a business promotion and we do not have a business line. Went back to the store and they said they cannot apply business promotions and we have to drive to a corporate store which is about 45 minutes to an hour away to fix. They were rude and not at all helpful. I called back customer service and explained I was not driving that far to fix and issue they made. I was told they were escalating it and would be in touch. Never heard back so called again. Was told again they were looking into it and would reach back out. They never did. Called yet again and told they were submitting another escalation to the store and we would get the discount we were promised. Again never heard back. Called AGAIN and talked to a manager. He was just as rude as the store employees. Even though they can see there was an incorrect promotion applied to our account they will not resolve the issue and he straight up told me they were not going to help at all even though they can see the mistake made on their side. Overall horrible experience both with in store employees and phone support. Overall T-Mobile has good cell service/products as long as you never have to deal with their customer service. This mistake they made will now cost us an extra $1200! Worst customer service experience I have had.