I was sucked in to the S9 BOGO offer when I went to upgrade my phone in July 2018. I did not even need a second phone but the nice college aged salesman was persistent that it was Free. He suggested that it would be a good idea to get it instead of the warranty. When my bill did not show the correct amount I called and offered to return the phone but I was assured that it just took a little time for the BOGO offer to take effect. I wanted to confirm that I infact qualified for the BOGO as the store salesman had stated. The nice lady on the phone (Taylor) confirmed that I did qualify and at my request, she even emailed me a document on August 18th that showed that I did qualify. If not, I was ready to return the second phone.
As the bill continued to not show the BOGO benefit, I called 4 different times and again talked to very nice customer service people (Taylor, Gabby, Jose, Steward).. They were all great and on the first three calls they all assured that the BOGO would soon activate – no reason to be concerned. And they refunded me the $30 extra that they were charging every month. It seemed like I should not have to waste my time with this, but they were being professional, and refunding my money.
But on the last time I called (11/16/2018), I got new information…. My phone plan may not qualify for the BOGO. What? how can this be? I was sold the BOGO by T-mobile and then had it confirmed by 3 additional T-mobile employees. I provided the information above and the man was again very nice but I ran out of time and he told me he would do some more checking.
I like T-mobile and would like to stay a Customer. But they need to either honor the deal they sold me or let me out of the deal (I really don't even need the extra phone.) To help make T-mobile better and to let others be aware of this issue, I have spent the time to type up my story.