Thank you, David, at T-Mobile Bay Plaza!
The one time I decided not to visit my local T-Mobile store ended up almost costing T-Mobile a longtime customer.
I went to the T-Mobile store at Ridge Hill to add one line to my account and see if there was a way to lower my monthly bill. Instead, I walked out with extra accessories that I was told were “free,” three additional lines instead of one, and a new plan that I later learned was actually more expensive than my previous plan. I was also given incorrect information about the rate plan for an Apple Watch.
The next day, I packed up the accessories and went to my local T-Mobile store at Bay Plaza, where I met David, the store manager. After I explained what happened, David took the time to look over my account and explain exactly what had been changed. He was honest, knowledgeable, and, most importantly, he did not try to upsell me.
David initially suggested that I return the accessories to the Ridge Hill store and speak directly with the manager so I could avoid restocking fees. However, I was so furious about the entire experience that I decided not to go back there and instead called T-Mobile Customer Care.
Thanks to David taking the time to explain everything to me, I knew exactly what needed to be addressed. Customer Care was able to change my plan back, help me return the accessories without a restocking fee, and give me a $50 credit.
Thank you, David, for your honesty, professionalism, and excellent customer service. You didn’t create the problem, but you took the time to help me understand what happened and how to get it corrected, without trying to sell me anything else.
The Ridge Hill experience was about to make T-Mobile lose a customer. David and the Bay Plaza store are the reason they didn’t.
Needless to say, I learned my lesson. I’ll stick with my local T-Mobile store at Bay Plaza from now on!
