Two days ago, Sunday Oct 1, 2017, I went to the T-Mobile store in Bridgewater NJ because I had been told about their Switch2T-Mobile promotion. I was assisted by a salesman named Brandon. Very nice person. The first question I asked was whether or not the program required me to purchase a new phone in order for them to pay off my balance with Verizon on my two Samsung Galaxy S8+ phones. His answer, "Oh no, absolutely not." You can imagine my delight knowing I wouldn't have to spend that money. I was already planning on purchasing a third phone and adding a third line which I did at the cost of over $500. It took well over two hours for Brandon to complete, or almost complete the transaction. There were three salesmen that got involved, verifying my phones were eligible, reviewing my Verizon bill, searching for the page I needed a screenshot for showing the balances, and setting up the T-Mobile service on the devices themselves. I asked Brandon if the payoff happened immediately. "Yes, as soon as you complete the registration" was his answer. The final step, logging into Switch2T-Mobile didn't work on Brandon's computer. Attempting just came up with "Site not available at this time" or something to that effect. Brandon said, "they are probably updating the system, would you mind trying again in a little while? I'll give you the link." Feeling good and having what I thought was a very positive experience I said, "Yeh, sure."
This morning I went to WWW.Switch2T-Mobile.com. The first thing I encountered was that the "payoff" of the devices and ETF may take 15-30 days for a virtual card, or up to 8 weeks for a physical card. A virtual card is only usable with any MasterCard® merchant accepting online or telephone payment. THERE IS NO IMMEDIATE PAYOFF as I was told by Brandon, the sales person. I'm not even certain how the payoff happens now. Since nothing to the contrary was explained I just assumed that T-Mobile paid it off directly. Now I don't really know. OK, so perhaps I could manage to deal with that extra, needless, complication after all we are talking a significant sum of money.
So I went ahead and completed the remainder of the questions until I reached the page that stated - "You do not have an eligible device for this Phone Freedom promotion". So I called the store. Brandon is off today so I explained the situation to Jeff, the salesman that answered. He needed to speak to his manager. He then came back and said, "Your phone is not eligible for reimbursement, but I have a couple of options for you. You can buy another phone from us and then be eligible or we can cancel your service and reimburse you for all costs." My reply, "I am not spending more money for what you have already sold me and I have agreed to pay for." Those were my only two options that Jeff offered. I was certainly not happy with that. Three different salesmen were involved stating my phones were eligible. They examined my Verizon bill, they inserted new sim cards into them, they knew exactly what phones I have and sold me saying I was eligible for the reimbursement. I asked to speak to the manager. Elijah got on the phone and told me exactly the same thing. And I told him exactly what had taken place and that I do not intend to pay more to get what I was already sold and agreed to. First he did his little sales manipulation. Well you can buy our cheapest phone which is $75 and that would only be $3. Only $3 for the phone? "No" he answered, "$3 a month on your bill." I explained to Elijah that as far as I am concerned this is nothing short of Bait and Switch - selling me one thing and delivering something else. He said it wasn't it was just his salesmen (all three of them) made a mistake by saying my phone was eligible for the reimbursement without purchasing another phone from them. All three of them. The three who examined my balance on my Verizon bill, the three who discussed my Samsung Galaxy 8+ phones being eligible for the promotion, the three who saw the physical devices. I find it hard to believe it was just a mistake.
All of this is in addition to multiple service problems that I didn't even get into. Unable to download the Voice to Text app, calls taking up to 1.5 minutes to dial, once connected nothing but silence, no service or dropped service in my home and office (in NYC). Why would I bother to even discuss these things when I have been lied to and the only resolution offered has been to ask me to spend more money with them or cancel the service.
So sad. I once had a lot of respect for T-Mobile. No more.