Account ending in: XXXXX3466
Current and active phone number: 1081
Cancelled unauthorized number ending in 9259
Old IMEI: 355XXXXXXXX7946
I don’t know if this will ever be reviewed or read by upper management or anyone that can really implement positive change at T mobile. We have been T mobile consumers for about 5 years. This most recent experience and service that was provided has us really considering on finding a different carrier. I don’t know how your Customer Care department is called “Customer Care” because there was absolutely no empathy or assistance provided when speaking and working with representatives to resolve our issue.
Our problems stem from June 2017 when T Mobile was offering Buy One Get One Free Samsung S8. At that time Mike Diep at 18505 Alderwood Mall Parkway, Lynnwood, WA changed, altered and added 2 unauthorized lines to the account. Ever since June we have been battling and calling your Customer Care department every month and speaking with numerous supervisors to get the issue resolved but this is a story for another day. I want to bring to light the issue we just recently encountered.
On November 20, 2017 our phone broke (Samsung S8; IMEI: 355XXXXXXXX7946) and so we decided to stop by the T mobile store located at 18505 Alderwood Mall Parkway, Lynnwood, WA and spoke with Vance around 6pm that evening. Vance stated that he is the store manager and with a broken phone we needed to call 6-1-1 to file a claim. We took his advice and called 6-1-1 that same day at 9:25pm and spoke with Michelle (Employee #: 23155). Michelle stated that she needs the IMEI off the broken phone in order to file the claim for a replacement and to attach the Samsung S8 to correct phone number on the account (the S8 was attached to a cancelled unauthorized line that was opened by Mike Diep back on June 2017). Michelle stated that we would need to go back to the T mobile store so the representatives at the location can open up the phone to retrieve the IMEI number.
On November 24, 2017 – we returned to the T mobile store located at 18505 Alderwood Mall Parkway, Lynnwood, WA and met with Vance. We advised Vance that Michelle from 6-1-1 advised us to return back to the store to retrieve the IMEI number. Based off the information that Michelle provided, there was no need for us to return back to the store. The information was on the phone the entire time without anyone having to ever open the phone, just like Michelle advised us. As a suggestion, management may need to consider retraining staff to ensure proper and correct information is provided to your customers. After Vance pointed out where the IMEI number is located, I called 6-1-1 and provided the IMEI per Michelle’s request to associate the S8 to the phone number ending in 1081 instead of the cancelled line ending in 9259. The representative stated it should take about 24 to 48 hours for the correct phone number ending in 1081 to show the updates made to the account reflecting the correct IMEI number (Samsung S8). So back in June 2017, Mike Diep associated the Samsung S8 to an unauthorized number and when we called to cancel the unauthorized lines, the phone was still associated to it. Vance advised us to come back to the store so we can resolve the issue. While working towards a solution for our problem, we decided to utilize an extra phone we had at home, a Samsung Note 4.
On December 02, 2017 – returning back to the T mobile store, we worked with one of the retail representative (Devon) at the store. The system or file was showing that phone number ending in 1081 was associated with the Samsung Note 4 and not the Samsung S8. We called 6-1-1 and initially spoke with Eva and we requested to speak to a supervisor after trying to resolve and explain the situation. We were transferred to Debbie (Employee #: 1244458). Debbie proceed to inform us that a claim can not be filed for the Samsung S8 because it was attached to the cancelled phone number ending 9259. If we were to file a claim, a replacement would be processed for the Samsung Note 4 because there is no activity on the Samsung S8. Based on the information that was provided by your representatives from the store to 6-1-1, it just seems like no one wanted to assist in getting the issue resolved. Devon at the retail location was more helpful then the store Manager Vance in this matter, so please pass on our praise in the way he handled himself and the assisted us on this matter. Just wait this is not even close to being resolved and goes on for another couple of weeks. We went back home and left the SIM card for 1081 in the broken Samsung S8 for at least 24 hours as instructed by Debbie, Devon and Vance. In the meantime, Vance provided us with a temporary SIM card to use for 24 hours.
On December 03, 2017 – we made another trip to the retail store in hopes of putting this nightmare of an experience with your company to bed, we were dead wrong. Note that it’s been over 2 weeks since the phone broke. As we met back up with Vance, he stated that he would speak to his District Manager (Ryan) and that we would receive a call from his district manager to discuss the situation. Never received a phone call (not surprised) from the so-called district manager. Who knows if Ryan was his actual name because all the T mobile representatives we’ve spoke to and worked with has been garbage. Vance also assured us that he would work with his manager and “Ryan” to see if he can issue a credit and also to find a way to assist us in paying off the outstanding balances on the account for all the equipment. As we called Assurant and started the claim process, Vance decided to call 6-1-1 between 12pm to 1:30pm at the same time to see if T mobile could process a courtesy phone to ensure that we receive our replacement within a matter of days. Andrea (Employee # 1226444) asked that we update our address to Washington because we had our billing address listed as an address in California. We hesitated because of the billing and all the changes that was made to our account with our authorization (again another hellish experience with T mobile), but Andrea stated that a courtesy phone will only be shipped to the address on file. We decided to move forward with updating our address from California to Washington so we could receive the courtesy Samsung S8. Andrea stated that she would overnight the phone and at the very latest should have the courtesy phone by Tuesday 12/05/17. To our surprise, the courtesy phone was never received.
On December 06, 2017 – we made another trip to the retail location. Vance unfortunately had to leave work early due to a family matter so we were speaking with Geno. As frustrated as we were and the bullsh*t experience we had gone through to rightfully get a replacement phone, Geno was unfortunately on the receiving end of some profanity (apologizes to Geno). Geno, pulled up our account and read through the notes and stated that a claim was started but he did not see a courtesy phone being processed. We informed Geno that back on 12/03/17, Andrea (Employee # 1226444) from 6-1-1 was supposed to ship a courtesy phone. Geno stated that there were no notes pertaining to the courtesy phone that we were speaking of. Unfortunately, we dealt with another representative of your company that could not do anything, seemed like a common trend with your company. Geno also advised us to give it until Friday 12/08/17 to receive the courtesy phone and if we do not receive it by Friday to come back and speak to Vance. Yes, you have guessed correctly!!!! We did not receive the courtesy phone.
On December 09, 2017 – we returned to the infamous retail store in this horror story. Working with Vance, we called Assurant to file the claim. As we were speaking with the representative at Assurant, that Assurant representative noticed that the claim that was started on 12/03/17 was cancelled by Andrea. They were able to assist us in filing a claim and we provided payment for the $175 deductible for the replacement, even though Andrea stated that she was doing something “outside the box”, like a courtesy phone shipment and we did not have to pay the $175 deductible, Devon @ T Mobile store can confirm this. After we completed the claim filing process with Assurant, Vance stated that he would assist in crediting our account the deductible that we paid to help alleviate some of the problems we experienced. We advised Vance of the technical issues we were experiencing with the Samsung Note 4, so he offered to provide a loaner phone until the replacement phone from Assurant was received.
On December 12, 2017 – we finally received a replacement phone!!!! It took over 3 weeks to finally get resolution and replacement phone. A process that we started on 11/20/17. We returned back to the retail store to return the loaner phone that was provided as a temporary solution. During this time, we asked for an update on the credits from Vance. He expressed some concerns about us leaving T mobile for another carrier if he were to push forward with the credits. We advised him that if he got us the credit, we would stay with T mobile. He also advised us to give him until after the first of year to work on the credits with his manager and the district manager. This is the reason why I waited until now to write this review. To give Vance the benefit of the doubt that he would stick to his word. Well it’s January 12, 2018 and we have not heard a peep from Vance. Surprised, not really. Again it seems like this is T mobile's motto, say anything to keep an upset customer from leaving and never follow through.
I would like to see T mobile deliver on what they promised, the courtesy phone that we never received, should be shipped and T mobile should pay off the balance we have for all the equipment on our account and credit us for the deductible that was paid to Assurant as we were promised by Vance. That is the very least your company can do for what we experienced. Again, I do not know why you have a department called “Customer Care” when it shows absolutely no CARE whatsoever.
I am more than happy to have a discussion with anyone that is above the management level for your Customer Care departments regarding this complaint. I know it’s a far reach but we are giving T mobile the opportunity to make things right. Even if you decide not to make things right or credit anything, at the very least implement some positive changes to enrich the customer experience. We might be one customer out of the thousands or even millions of T mobile customers, but we are still a customer and paying for a service that was not provided or delivered by the T mobile representatives during our recent experience. This review will be reported to all business agencies that T mobile is registered with because I believe that all consumers have a right to know what kind of service they can expect to receive from T mobile based off of this experience.
This seems like an open forum for anyone to access and read, so please provide me someone's contact information and I can provide you with our account or phone number related to this complaint.