Not really sure where to begin. I've been with T-Mobile for 1 week and I think I have been on the phone with customer service maybe 19 times now. I have had nothing but issues with customer service since I ordered my phones over the phone.
First Issue: Sales
I was told that I would be saving money with T-Mobile. I was informed that two lines would cost me $120 which was correct. I was then told to finance two phones it would be $30 per phone to equal a bill of $180 a month. I informed the salesperson that I wouldn't be saving any money since I paid At&t $171 a month currently.
Salesperson told me I would get a discount of $10 for auto payment and also another discount of $12 for free netflix. He said this would bring my bill down to $158 a month. I then asked him if T-mobile had any type of military discount. He told me veterans get a 20% discount on the main line. Well this would drop my bill some more so I was in. Well when I received my phones I found out differently.
I received my phones two days later and T-Mobile send me the wrong phone for me. Instead of a jet black S9 I got a pink/purple S9. I called T-Mobile and informed them they screwed up. I then decided to verify everything the salesperson told me. The rep on the other end told me there is no Veteran discount and that the netflix and the $10 dollar discount was included in the $120, therefore my bill would be higher than my At&t bill. I would have never switched over if I had known this and if the salesperson was honest.
I decided to show my wife the S9 T-mobile sent me and she actually liked it so she kept that and we sent the V30 back. I don't have a store near me so that weekend we headed to Minneapolis and I purchased a black S9. I really should have just sent both phones back and stayed with At&t but I felt I should give T-Mobile a chance.
After my wife had used the S9 over the weekend she decided she didn't like the smaller S9. Instead of getting another phone she decided to just use her V20 from At&t. We had the phone unlocked and put her T-Mobile sim card in it. I had to change the apn settings but that was no big deal. Everything seemed to be working fine so we put the S9 in the mail to ship back to T-Mobile. This morning she had to call me from work because her phone wasn't working. I called T-Mobile and after 30 minutes on the phone with them we couldn't get the phone to get more than 1 bar on it. This phone worked perfectly with At&t. Customer service basically just told me sometimes other carrier phones don't work. I informed her that the Salesperson was pretty adamant that At&t phone would work if it was unlocked.
Well now we were SOL because UPS had her other phone. I called UPS and thank God it hadn't shipped yet. After picking up the phone I called T-Mobile again to have another V30 sent to us. Well I have been on the phone with T-Mobile 9 times today just trying to get an esignature sent. I wast told multiple times that my email was wrong and I corrected it with them each time. Around 5 hours later I did receive 8 emails for esignatures. I clicked on the newest email signed the doc and everything was good; so I thought. While at work I received a text message saying it hadn't worked. I called in and my email was still wrong; corrected that once more and waited for another email for esignature, no email. Called in multiple times tonight and email was wrong each time and was hung up on by a customer service rep.
Finally got someone in the Loyalty department and this guy tells me i never registered online that is why my email was wrong. He actually told me I didn't have an email on file. Well I had in fact registered because I went online while on phone with him and logged in and my email was there, and the email was correct.
Well not I am stuck with T-mobile because my At&t account is already closed and T-Mobile is paying off my phones. I only have 20 days to return my T-mobile phones and I know I won't receive a final bill within that time frame. Not really sure what I am going to do. To return my one phone I have to drive at a minimum of 3 hours one way for a T-Mobile store. I guess the grass isn't always greener on the other side.