To end my story, we went to a Tmobile store 2 miles away and purchased our phones. They vwere wonderful. Will I ever go back, never. Would I recommend this store, never. Should this gentleman get fired, definitely. He was completely unprofessional and out of line.
T mobile is a joke. Phones only work in populated areas. I left Verizon to save some money. Lol. You can't put a value on how important your phones are. Update: went back to Verizon. So nice to have proper phones again. When I call someone I can actually talk to them without calling them three times. Super nice. Verizon is worth every penny
SO MUCH FOR CUSTOMER SERVICE BEING THE MOST IMPORTANT QUALITY. I told him he needs to take his sign down that stated, CUSTOMERS ALWAYS COME FIRST.
Arriving at the store, we spoke with the gentleman who had helped us the day before. We told him we were ready to buy the new iPhone promotion. He asked his manager a question who came up and stayed the promotion was v buy an iphone7 and receive the iphone SE for free. The two people who we spoke to the day before just stood there with this blank look, knowing that wasn't what they mentioned. I explained my conversation with Tmobile and the fact that it was nite on their site as of 8:30 when I spoke with the gentleman. He proceeded to without actually calling me liar, called me a liar starting that they update their sites at 8:30 eastern time so it was on there. I explained that he could verify my call and exactly what was talked about and confirmed by calling Tmobile to verify. He stated he didn't need to that and proceeded to state that the promo also required that Ann extra line needed to be added to get the deal.
After calling tech support twice in an hour. I go into the store. The guys went above and beyond to help me out. True customer service right there. Thanks Malik and Travis for the help.
Great customer service but area cell/data coverage needs improvement.
I called tmobile at 8:30 the next morning and I was signed into our account. I spent 25 minutes with the gentleman explaining what happened the v day before and verifying EXACTLY what the deal was. He verified it was buy a new iPhone and receive the second one of equal value free. I stressed five or six times, which he finally guaranteed it was buy one get the second of equal value free.
WORST RETAIL EXPERIENCE OF MY LIFE. I have never dealt with so many incompetent people ever. From the regional manager who stated over the phone that his staff are "idiots" to the store manager who is constantly at lunch and will call me back.... I've had over 6 weeks of issues and going. I have never been called back by anyone at a TMobile store. Now for the list of issues... 1.) They order the wrong phones and charge me for them... 2.) They forgot to mail in my old phones or possible stole them... 3.) Since they didn't return my phones they never sent me my prepaid cards for early termination fees. 4.) At time of sale I was told I would have no activation fees and a $400 store credit because of trade ins... That didn't happen. 5.) About 3 weeks ago I received a bill for $657 for activation and down payments for our new phones "suppose to be cover buy trading in my old phones" I called and said they couldn't do anything about it besides cancel my autopay and look into it. So we did and a 2 weeks ago the automatically deducted the money out of my account... I'm still trying to get a fund. All told I think I'm out about $1000 for switching when the initial quote was my payment will go down $20, I would receive $400 in store credit and wouldn't have to pay anything in early termination fees. Just go somewhere else they all cost about the same and I would gladly pay more to be able to not have to deal with being lied too, getting the run around and possibly stolen from.
We expressed our concerns to a supervisor and worked out a deal receiving a extremely nice credit allowing us to basically get the deal. I proceeded to walk back in and asked the manager for a card so I could leave a response and name him. He gave me a card with no name, which I didn't see until we had left.
If I could give the manager negative 10 stars I would. Without a long drawn out response requiring a couple of pages, I'll skip to main part.
Needless to say, my wife and I were extremely upset. She went outside to call Tmobile. We've been customers for 12 years with 4 line's. The manager then proceeded to tell me that none of his stores would honor anything but what the promo stated no matter what Tmobile stated.
We traveled two days in a row for 45 minutes each way. Tmobile reps gave us incorrect information each day through Tmobile, not the store. We were told by the store the first day that they would have a new promotion on iPhones starting the next.
T Mobile is a US Electronics Store based in Medford, Oregon. T Mobile is located at 17 Rossanley Dr, Medford, OR 97501, USA.
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