need help speaking to a manager
I have been a long time customer and recently had my phone fail on me. I went through a warranty exchange and the refurb (#1) phone they sent me had someone’s information still on it. It had login information for this persons Amazon and Spotify account!! I was able to see all of his stuff. I called to report it and was promised a new phone by a “supervisor“. When that phone arrived it was another refurb phone (#2) of lesser quality then the one they sent me the first time! This time I called again and spoke with a guy named Dak who promised me he would help me. Over a week and a half he kept promising me he was going to get me a new phone but then finally told me his upper tech people rejected it and I should just wipe the phone and start over. So I called and waited till I got a US call center and spoke again with another supervisor in Georgia and she told me I had to but a new phone or take a refurb. Those were my only options. I was not happy but she kept insisting. So I finally relented and agreed to another (#3) refurb phone. But asked if it could be a grade A refurb. She said yes! Well, when it came, it was a grade B! THEN, I got it all set up and THE EAR SPEAKER DOESN’T WORK! It’s all muffled and garbled and staticky!!!! I can only listen to a call through headphones or on speaker! Can someone help please. I don’t want to leave Tmobil but I will if they don’t make this right!
"There is no way for our Expert's to tell them the truth"
I have been having lots of difficulties since signing up with T-Mobile regarding hidden/unexplained fees and general lies(I honestly believe that these “Experts” are encouraged to come up with a solution off the top of their head whether it is true or not and just run with it). I had three experts in a row lie (or they themselves were misinformed) about charges appearing on my account. I finally got to a supervisor who informed my that there is no way for them to tell the customer the truth. Later in that conversation I had asked for a copy of all the charges and changes made to my account, such as all the debits and credits so I could see all the crazy shenanigans going on with this. The same supervisor had informed me that no one in the company could give me that information and in the future I needed to pay better attention to hidden fees. Of course I also record calls for quality assurance, who exactly would I reach out to with these recordings? I like to give the company the benefit of the doubt and say that 3 “Experts” and a Supervising “Expert” were just having a really bad couple of days.Cannot urder/upgrade Phones
Ever since the new iPhone came out about two months ago, I have been trying to trade in/upgrade/Jump both my phone and my wife’s phone, both lines are in my account. I tried to do it on the T-Mobile app on my iPhone and it would go all the way up to checkout, then right after I entered my payment information and hit checkout it would give me an error, I also tried it on an android tablet on the T-Mobile app and had the same problem. I tried it on my computer on different browsers on the T-Mobile website and it said something about cannot be completed or submitted because something about protecting T-Mobile customers identity, I went to three different stores over the course of the last month and a half and I get the same problem some of them even showed me message on their screen saying that the order cannot be authorized because customer information or something like that, i have triad 5 different debit and credit cards and the same. Has anybody gone through this or knos how to solve it??? Thanks