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Ollie98
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Joined 2 months ago
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Online store does not allow purchase from physical store
We spent hours with customer service trying to replace the phone of one of the users on my account who was robbed while travelling. No phone - no ID, no credit cards - one would think we could purchase the phone for them to pick up at the local store... nope. The page for the local Los Angeles T-Mobile store has the phone in-stock, as does the online store. When initiating the purchase for the phone online (or T-Life app) and setting "pick-up at that store"... no stock is shown. Not sure if it is a bug or a feature considering the number of related complaints online. 2+ hours of customer T-Mobile customer service, 2 calls with the wrong information provided (stores do not take card information over the phone and can't bill to the account) , and a third to request escalation did not help resolution. The support team hid behind their procedures and verifying the user was an authorized user. No solution. As for the in-store pickup issue, the scripted answer was "it has to be shipped"... brilliant. This can't be the first time someone gets robbed while out of town. An alternate ID verification method would be very useful in this case. Furthermore, if a phone shows "in stock" at a store and the online store offers a pickup-up in store option, one should be able to make the purchase online and complete the activation in-store if necessary. "Deliver to store" which is what customer support described is an entirely different feature. We had to Fedex an ID and cash so they could get a phone using the payment plan to minimize cash outlays; the solution proposed by the store (Kudos to the T-Mobile La Cienega & 4th store). With hindsight, we would have bought the phone in our hometown and Fedexed it - old school. Overall, this purchase was a disastrous customer experience in time for us and T-Mobile.197Views0likes1Comment