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thefaulk
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Joined 2 months ago
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Terrible customer service and misinformed employees about 2g swap
I had the worst experience at store number 9562 in Inglewood California with Sales Rep # 596 Julio. I went in the store and explained that I was there to get a new phone since 2g was going away. He proceeded to sale me an iPhone for monthly charges. After his long sales pitch he said my iPhone 5 didn’t qualify I needed to bring a phone higher than that. I had been in the store 30 minutes earlier and spoke to a woman who told me it was. I didn’t have my phone with me so I went home to get it. Now he’s saying it doesn’t qualify! Then I tell her and she tells him about the program that he knew absolutely nothing about. After about 45 minutes of me thinking he knew what he was talking about we are at square one. He tells me I’d have to pay $26 but he’ll waive it for a good review even pounding it out! Then he comes back and says I have to pay an activation fee so now the total was $55. He can’t waive anything. He goes to the back for 30 minutes. Ask for me to show him the email I got because he needs a code from it. No code. I’m asking for a manager but can’t get one. He’s then trying to swipe my iPhone 5 clean I have to keep putting the code in it’s not working. A complete sh*t show. Some rude girl comes out doesn’t greet me or tell me who she is and want to look at my old phone. I tell her to go away at this point. It was clear they were all clueless. I call 611 speak to someone named Kim she disconnects or hangs up never heard back from her. I finally get my phone a pay $26 and leave fuming after spending hours in that store. Called the customer complaint line in speak to Royal who works in Fresno at the call center. He tells me I didn’t have to swap a phone or pay anything. Then he said I could have gotten an iPhone SE. I go to another store to try to get one but no stores have them. I’m on the phone with Royal while I’m in that store. Then I head back to the other store to get my refund and my old phone back. Still on the phone with Royal then he says I probably can’t get my phone back but I could get the money back. Turns out he didn’t know what he was talking about either!! I go back to the first store and speak to the manager Fredy. He was unapologetic even after I told him what I had been through with all the misinformation. His employee Julio refused to offer an apology. He calls it miscommunication but it was not. Bottom line is T-Mobile rolled out this promotion and didn’t train or inform the employees about it. Julio says it’s so many promotions they can’t keep up. Fredy says not many people still have 2g phones so when faced with this promotion employees aren’t aware yet neither of them offered an apology after all of the misinformation and run around I got today. Even after I pointed it out that I should at least get an apology. Nothing . That store didn’t seem diverse and they could’ve been racist. I was not irate initially but when that rude girl came out I did get loud. This experience makes me want to cancel all of T-Mobile after 14 years with them! And several referrals. At this point I still don’t quite know what’s right and not right when it comes to this promotion. I’ve had too many versions. What a day.51Views0likes0Comments