Bought a NEW device that is faulty and T Mobile refuse to replace or refund
I bought a brand new Franklin Wireless RG2100 in December 2023 from the flagship T Mobile store in Las Vegas. I am in NY and it is faulty. I took it to a Boston T Mobile store who told me they couldn’t do anything as it was pre-paid (bought outright) and to call customer service. I went to New Haven T Mobile store who told me to call customer service while instore as they had no process to deal with a pre-paid faulty device. We called customer service who didn’t know what to do. I called customer service the next day and spoke to a supervisor who also said he could do nothing. I have paid for a brand new device that is genuinely faulty, under warranty and still looks brand new, yet T Mobile have taken my money and refuse to refund me or give me a replacement device. Nobody disputes the unit is faulty, even though customer service imply they don’t trust me, however their own store on the phone told them it was as responsive as a “brick”. What they are doing is nothing short of theft as they know it is faulty, they know it is under warranty, yet they won’t give any means to replace, fix or refund it. To clarify, there isn’t even a light scratch on the device, it still looks brand new and still in it’s original box.
billing system is not working - website, app, call center and store
Very frustrating that I am trying to upgrade both my watch and cell phone, and for over a week T-Mobile app, call center, website and in store give me the same “error message” cannot process payment, call us. For what is worth, I tried with an amex, master card and visa all from different banks, all of them working, including one of them was just charged through auto-pay for my monthly bill. I strongly recommend t-mobile systems to fix it in a more prompt way, if not, consider not to offer them? It is easier to go to an amazon or a best buy and just buy the devices, caveat, and also making it easier to switch providers. Very disappointing to see these type of billing/invoicing systems fail in year 2023 from TMobile - this is not good for business nor longevity.
Return Wifi equipment
So I had issues ordering wifi, I called and had someone order it over the phone. Well I ended up getting 3 wifi routers in total. I went and returned 2 to my local store. They said I was good to go. I ended up getting a $237.82 no return fee because my local store decided to keep the routers instead of send them back to the warehouse. NOW T-Mobile is saying they can’t find them. Even after showing proof I returned them, it’s still my problem…. Has anyone had this happen?