I'm going to TRY to condense this epistle, but I really want to vent. Here are the facts:
-11/19 - was at Clackamas Town Center (Portland, OR), buying some hairspray when I talked my Significant Other into going into TM to look at Pixel 2 (they don't have it) and Galaxy Note 8.
-We did *not* have T-Mobile - Loyal Verizon customers for over 15 years, but TM was close by, Verizon was not - and my SO wanted a new phone for Christmas - I thought "We can look at phones anywhere, and then upgrade at Verizon" So went into TM.
-The sales guy (Trenton) was very nice, polite, knowledgeable (I thought) and no pressure. He showed us the Note 8 - things it can do, etc., - said "if I may be so rude, are you over 55? Didn't offend me, as I'm no spring chicken! Gave us a bit of info on the 55+ plan; told us about the BOGO (which I said we could NOT take advantage of, because I still owe $364.00 on my GS7 at Verizon)
however - and this is the important part:
- Trenton, over the course of the next few minutes (and wanting to make a sale, I'm sure), assured us that T-Mobile had several incentives to convince us to switch, and we were eligible for ALL of them- including:
*Paying off the $364.00 GS7 at Verizon
*The 55+ plan = $60.00 per month for two lines with auto-pay
*BOGO Galaxy Note 8
*Waiving the activation fees for both phones if we signed up *today*.
At this point, my SO and I asked if we could have a few minutes to talk about it. It was a great deal, but still a big decision. We were pretty happy at Verizon. But in the end, the shiny, pretty new phones and $60.00 unlimited data sucked us in. By that time, Trenton had begun helping another customer and asked his colleague, Tristan (I believe) to ring us up. And although we didn't know it at the time, that decision is when the nightmare began.
-We did *not* get the BOGO (my SO used a credit card, not me, plus we bought screen savers and one case, so the down-payments, and charges were not clear until later)!
-*My* new Note 8 has a "temporary" number, as they could not (for reasons beyond me) get my phone number transferred over, although they did transfer my contacts, numbers, etc. - so I am still also on Verizon's plan!
-Only one phone had the activation fee waived.
-I tried getting the rebate for my BOGO and GS7 there at the store - that was a no go, and they could not tell me why. He asked me to call TM customer support for assistance with that. By this time it was 6:00 p.m., we'd been in the store for close to 2 hours, and we were starving. We did not anticipate any problems, and it wasn't until we got home, much later that night, that we realized things had gone not gone the way we had been told they would go.
-The next day (Monday, 11/20) I called TM on my break at work. IIF I understood the agent correctly, I don't qualify for both the BOGO and the pay off of my GS7..... WHAT?!!!! After I said "WHAT??????" She was VERY anxious to get me off the phone. I asked her to please put everything into an e-mail to me because it was difficult to understand what she was saying - and what she meant. She said she had just sent the e-mail, while I was on the phone with her. My e-mail address is on my TM account. I NEVER received an e-mail from her. For that matter, I NEVER received a WELCOME to T-Moblile e-mail!!!!! Unbelievable!
-I have to say that I've called at LEAST seven times, and I have not been able to understand the majority of the reps. That is saying something, because I work in a call center myself, and I talk to people from all over this country; my customers have all different accents and ethnicities, and I eventually can understand them enough to help, but most of these reps spoke so fast - it was like they didn't even WANT to help me....
-Don't even get me started on the TM website. It is RINKY .... There's no other word for it. It's like it was created by a 10 year old, or an incompetent, angry employee. It is just WRONG on every level. The site's CHAT wouldn't even work! It would be laughable, if I weren't ready to cry.
-Wow. Well, this HAS turned into a novel, but I'm just SO angry.. and frustrated.. and disappointed. I FINALLY spoke today to a Rep in the Retention department who sounded like he was willing to help me by giving up $364.00 of T-Mobile's money along with the BOGO in exchange for a loyal customer for (at least) the next two years, but when I couldn't remember the store rep's name, he advised me to go back to the store myself. Again - WHAT??????!!!! Um, NO. You don't have the authority to make this right?
Can SOMEONE help me? At this point I would be HAPPY to give back the phones, get a full refund for all we've paid, and go back to Verizon. I would still be willing to stay with T-Mobile if someone, ANYONE, can give me some decent customer service!!!!!!
Now I can't post in this thread because it says I used profanity - I DIDN'T (yet).....But it doesn't highlight what it thinks is profanity so I can fix it!!!!