On Wednesday, August **, ****, I received a text from T-Mobile asking to complete a * m...

GetHuman-bechicoi's customer service issue with T-Mobile from September 2018

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The issue in GetHuman-bechicoi's own words
On Wednesday, August **, ****, I received a text from T-Mobile asking to complete a * minute survey about my recent visit to aT-Mobile store. *The first letter I wrote, I set aside because I was concerned that my anger might have incited me to exaggerate and warp the facts. I didn’t want the reader to be given any opportunity to roll their eyes and feed my letter into the shredder. So, I waited. *In the days that followed, I had the opportunity to share my story with friends, neighbors and family. What I learned was that my experience seemed to be the norm. This new ‘norm’ needs no exaggeration.*I am hopeful that competition and rapid growth have temporarily de-railed the ethical standards of companies who need to be mindful of who supports them and directly determines their success.*In lieu of my response to your * Minute survey, I am providing you with the short version of a diligent documentation describing my personal experiences at your store locations. **August **, ****, was the first day I visited a T-Mobile store with the intent to update my service, add a new line and purchase two new cell phones. Over a period of * days, I visited * locations --totaling seven visits-- ranging in time from five minutes to two hours. This does not include the time spent driving, parking and walking to the store in ****temperatures. I am handicapped* walking hurts and influences my abilities to shop. It also dictates the strategies for how I shop.*Therefore, before purchasing the two new phones and upgrading my service from a Pre-Paid account and adding another line----I did my homework. *I researched and read reviews. I willingly read and attempted with much earnest effort to digest several pages of fine print which included, but was not limited to, detailed data, specifics regarding layers of specifications, options, compatibility requirements, regulations, exceptions, new rules, old rules, credits, installment plans, activation fees, promotional windows and etc.*Most important and above all, I was optimistic and I now must admit--very na*ve. I actually believed that by making the personal effort to visit a T-Mobile location for a face to face with a Sales Representative who was knowledgeable and customer orientated, I would have a pleasant and successful purchasing experience. *Can you imagine my surprise when I learned that buying a phone is not just another retail purchase or consumer service---it is actually, worse than buying a used car from a lot in the shady part of town.*The word on the streets needs to be updated--- *Consumer Beware!!... When you go to the Phone Dealership…bring your cousin Vinny.*Upon entering the store, I was nicely greeted to T-Mobile and asked how I could be helped.*I said that I was interested in the $**iphone *s DEAL. Jasmine’s response was, “We don’t have that phone anymore and I think that special already ended.” While she began entering information into the store’s system, I brought it up on my phone and showed her that the ad was still current.*At this same time when Jasmine was helping me, my husband was asking another salesperson about a phone that he was interested in purchasing. He explained to the salesman that is was the one missing from the display. *First, he was told that it was discontinued and they were out of stock. When my husband said he’d check somewhere else, they said they could order one and then found one in the back.*Each request for information and clarification was a struggle in communication. Obtaining the actual facts and correct prices took several rounds of deciphering vague answers. Several times, I requested a copy of what all the cost would be totaled. I prefer to read a printed document and have it as a reference when finalizing my choices and agreeing to the purchase amount. This never happened. As we worked through the process of the final transaction, I was given costs that were incorrect. When I brought it to their attention-they agreed I was correct and I was given a very ‘casual’ apology and the adjustment was written on the receipt.**At one point, my husband and I thought we were each being awarded a ‘free’ gift of a Tablet. We were so excited…until we were ‘casually’ informed that although the Tablet was free- we’d be responsible for paying a Service Fee for the (*) additional Internet lines at $**.** a month for ** months---for each Tablet. Personally, I am offended and do not respect any company who supports this tactic of increasing the bottom.*I do not blame the Sales Team of Jasmine, Kevin and Daniel at the Broadway and Priest location or the guy over at the Mill Ave store. * I believe that their portrayal of a lack of knowledge and their casual ineptness was a conscious communication skill and an integral to their training on how to maximize their sales. What does a consumer conclude about a National company that creates a selling environment which sets a tone for their sales people NOT to be motivated to provide quality service to the customer that does not represent a worthy commission?*Unfortunately, more challenges arose when another store had to be involved. It was my observation that the challenges which occurred may have resulted from the lack of communication and support between stores that are not under the same Ownership. *As a consumer, I was unaware of the fact that the retail locations are independently owned like Franchises (?) I am surprised to learn that corporate is unaware or has allowed this disconnect to filter down and land in the consumer’s lap.*When I was doing my research, I found an article that was written on January *, ****. It was in reference to the “UN-carrier Next” press event in Las Vegas “. It was titled, The Un-carrier Goes ‘All In.’ T-Mobile ONE Now Includes Taxes & Fees* it was.*Whoever wrote this article needs to read T-Mobile’s current advertisements.*Your website and On-Line DEALs have fine print with inclusion and exceptions about fees and taxes that are underlined and in parentheses ----I am embarrassed for T-Mobile and insulted as a consumer.*What do I hope comes from this letter? *I shrug my shoulder, shake my head and think--it will get lost in a very high stack of other negative reviews. I will probably receive an automatic reply in the form of a letter, voice mail, email or a text message thanking me for my concerns and reassuring me that they will be taken into account because you really care.*Sincerely,*Barbara Chicoine***** West Laird Street, Tempe, Arizona ***********@***.com***Home Phone (landline) ***-***-*****Cell Phone** ***-***-****

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Customer service issue
Reported by GetHuman-bechicoi
Sep 6th, 2018 - 4 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 2200 others
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GetHuman-bechicoi started working on this issue
Sep 6th, 2018 8:56am

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