On Sep 4th I walked into your store located at 3721 116th St Suite 7, Marysville, Wa. On the recommendation of a lifelong friend that has been with you for over 10 years and has bragged about you all along. I have been with Verizon just a little longer unwilling to relinquish an original Unlimited plan which I was Grandfathered into, but all things do pass. This flew or whatever it is, is having widespread effects upon us all and changes are being made by many, myself included. My friends, (your 10 year customer), daughter was to turn 11 on Sep 5th and she was using an at least 4 year old phone no longer receiving security updates. I had just purchased, from Motorola, a new phone for myself for the same reason and conferred with her mother about finally making the switch to T-mobile and seeing if I could take advantage of that process to procure a new phone to be presented on her birthday.
This was my intention upon walking into your store which I stated clearly and repeatedly to your employees.
To make the switch from Verizon to T-Mobile, no number porting, just a new sim with a new number, a complete break from Verizon for me and an all new start with you.
Take advantage of your free phone offer for doing so.
Put the new sim from you with my new number in my new Motorola and activate my new account.
Give the new free phone to the birthday girl whose mother would activate it on her T-Mobile account.
These intentions I stated as such many times over to each of your employees as I am about to describe.
So I walk in and am greeted by a young dark haired female,( the 1st innocent in this fiasco who's name I did not write down), and enquired about my intentions, she responded with I don"t know as apparently she was/is a trainee, and went to bring another young man whence I stated my intentions again with him, (the second and last innocent), responding with another I don't know and went for yet another a bit older male going by the mane CJ who after I stated my intentions again said "no problem".
We then went over what plan would be best for me, I wanted the Magenta plus as I am a high data user, hence my reluctance to give up the original Verizon unlimited. CJ recommended the Over 55 Magenta plus plan as I am 70 years of age, I have not yet compared the normal magenta plus with the over 55 version to see if there are any differences as I am currently trying to get all the errors corrected by your employees. CJ then went about setting up my account and assembling in front of me my new number sim and an unopened box containing the new phone( a REVVL4). At this time for my safety I restated that I was going to go home, take out the Verizon sim in my previously purchased from Motorola phone, factory reset it, insert my the new T-Mobile sim and activate my new account, give the new "free from you" phone to the birthday girl and her mother would activate it on her T-Mobile account. CJ once again said "no problem". CJ then said he needed monies, $68, $24 of which was for the "free" phone, I asked why am I paying for the free phone and he stated that I would receive a 24 installment credit of $1 per month applied to my bill, from speaking with attorneys I understand this is a rather shady but legal practice commonly accepted in the business community. So I hand CJ 4 $20 notes and he makes a trip,(not the first) to the back room returning with $12 and telling me that there is a problem with the printer so he can not give me a receipt at this time and to please "trust him". So as I had already spent about an hour in this store which my friend had nothing but good to say about and it did appear that things were going as anticipated I left the store with a bag containing my new sim and an unopened box containing a new almost free,( as I did have to put out monies up front albeit to be returned over time), phone.
I went home, reset my Motorola, activated my new T-Mobile number, received text messages of welcome another one saying I would receive the monthly $1 discount. All is well so far. Next day birthday girl gets new phone and is ecstatic, busy day so Mom waits and sets it up the next day.
And then it all falls downhill, more like falls into a bottomless pit. I receive a text saying I am no longer eligible for the monthly credit and will be charged not the $149 clearly displayed at the counter in the store, but the full retail $199 for your new "free" phone. It's Labor day so I wait till next day and walk back into the store. I am greeted by the original trainee female, I ask to speak with CJ or Dustin(the un-manager, as I am about to disclose), again she does not know what to do and gets Shanya who tells me that CJ is not here and Dustin is on the phone with someone else and asks if she can help. I really do not want to start from the beginning with yet another employee and say I will wait for Dustin, more back and forth to the back room,(by the way, I do not know of anyone that appreciates this Automobile Dealership sales tactic), and says she is the only one that can assist me at this time.
I am well versed at projecting my voice to speak in public to a crowd so any excuse that Dustin was not aware of what was transpiring at his front counter would be invalid.
I then showed Shanya the text about disqualification and she brought up my account to see what is going on. She tells me that "they" did not properly check out the "new free phone" and she would have to investigate the matter in order to fix it. She also said she could not find any receipt showing the whereabouts of the $68. I then, projecting my voice, asked if the man in the back room would come out, look me in the eye like a mature responsible adult and fix the problem, receiving no response. Myself and Shanya then went back and forth with me asking for the problem to be fixed and her responding with an I can't. I extended this exchange on purpose in hopes that her manager would come to her rescue.
He did not and it became apparent that my efforts were in vain. Shanya once again said she would investigate this issue and get it resolved by the next day and said she would call the next day, she still has not called. I then Left the store stating that I never wanted to come back and please do not make me, as at this time I was actually getting agitated by the lack of professionalism by the hiding in the back room management.
The next day it's afternoon and no call from Shanya yet so I call the 800 number and ask if the district/regional manager could call me or could I call him/her, after over an hour the best they could do is tell me they have escalated my complaint and give me the email address *******@T-Mobile.com
As of right now I have not received a call from anyone at T-Mobile.
I have received some more text messages without explanation causing only more confusion without actually being explained by a higher level T-Mobile representative.
So my experience with T-Mobile so far is:
I feel I have been lied too
I feel as though I have been stolen from
I feel that I am being extorted from
And it's all occurred in the first week.