T-Mobile Representative at the store#7970, address: 1013 W Foothill Blvd # D, Upland, CA? - (909) 981-2211?: Brittney Wallen, Genell no last name on her tag, and 1 other girl working there but she didn't interfere.
T-Mobile Representative over the phone while at the T-Mobile store: 1st time calling didn't write down name but got REP ID# 0151623; then I spoke to REP ID# 8474918; then spoke to Darla B while at the store REP ID # 871205216;
T-Mobile Representative not in the store aftermath: Jennifer REP ID# 1049046 and Stephanie REP ID # 8474198
I enter the T-Mobile store and Brittney Wallen which has 3 years with T-Mobile is the sales person returning my G1 device Brittney asked me what the reason of my return was. I told her because they are having too many issues with the phone and I am not going to get into a contract if the phone doesn't function as advertised and she informs me that there will be a $10 restocking fee, which on my original contract does not state how much the restocking fee would be.
I am ok with the $10 restocking fee, so when she ask me to sign the return receipt I looked at the amount I was receiving and from what I remember it said Refund $203.XX, I looked at my original purchase receipt and deducted the $10 restocking fee and I was coming out with a refund of $218.XX. I asked Brittney why I was getting less money back. She said that it's because of the sales tax,
since I purchased my original order in West Covina, CA with a sales tax of 8.25% they will not be refunding me the exact sales tax because where I was returning it at a T-Mobile Store # 7970 address: 1013 W Foothill Blvd # D, Upland, CA? - (909) 981-2211 and their sales tax is 7.75%. This did not make any sense to me because from my understanding and previous experience. I asked Brittney if I could speak to a manager or supervisor, she said none were available, so I asked her if she can call someone, her answer was NO.
So I went ahead and called 611 from my mobile handset and get a lady with REP # 0151623 and I inform her of the situation and she tells me that I am in the right to get a full refund, so when I tried to put my cell phone on speaker so Brittney could hear what this Representative from T-Mobile customer care was telling me and while trying to put it on speaker the call got accidently disconnected.
After the call got disconnected I was able to persuade Brittney to call from her store phone, so she did and I spoke to a lady with REP ID 8474918 but then I was transferred to Darla B REP ID 871205216 and I asked Darla about the sales tax and she was agreeing with the store that I shouldn't get the full amount of sales tax now while all this was happening Brittney tells Darla that I am recording the call,
and during that point Darla told me that I am not allowed to record the call, but I told her that I wasn't and asked her what evidence did she have regarding me recording our conversation, which was basically Brittney word against mine, Darla told me that if I was recording the call that she is not allowed to speak to me, I told her that I had someone on the telephone that was listening to everything that is happening and she said that was fine.
I asked about 20 times to speak to her supervisor she never brought her supervisor on the phone but was quoting him saying that in order for me to receive my refund with the same sales tax I would have to go back to where I purchased the device. I asked her several times where the money is going if I would to return the phone at the store that I was in. She did not give me an answer.
I gave her many examples of my personal experience from a car charger in Northern California T-Mobile store and returning it in Southern California with no problems. Nothing was making Darla budge to go on my side. I asked Darla if she could get the 1st Rep that I spoke to because she was making sense to me and she said that there was no possible way.
Then I asked her if the IRS knew what was happening with their Fraud scheme she put me on hold right away. Darla came back on the phone and I explained to her that customers where listening to our conversation and I if I could speak to a supervisor because we were getting nowhere and I started explaining to Darla that Brittney was very rude and has been giving me bad customer service
and she didn't want to call her superior to fix this situation at that point Brittney took the handset off the phone which took it off speaker phone and I was shocked I extended my hand saying what are you doing put it back on speaker, because she started telling Darla that I was being intimidating and during all this Genell (Genell is an employee at the T-Mobile store where I was returning my device) tells me to get out that they refuse to give me service and if I didn't get out that they were going to call the police so I was in total shock.
On my way back to work I was able to get my phone to turn on and I gave a quick call to 611 T-Mobile customer services I didn't write the rep name or rep id because I was driving and I just told the rep from T-Mobile what has just happen. She was in shock as well. I told her that my battery on my phone was about to die and that as soon as I got to work I would call back.
I got back to my job site and plugged my phone in and called 611 again and this time I got Jennifer REP ID 1049046 and somewhere while waiting on hold I was transferred and talking to Stephanie at the end Stephanie Rep ID 8474198 Stephanie was in shock to what happen as well and she told me that she would take care of my situation and that I was right about the sales tax and I should get it all back.
I explained to her that I was my last day to return the device because the contract that I signed states that I must return it within 14 days because on the contract that I signed it states that all returns must be made within 14 days. She insisted that I go to a T-Mobile store to return it and she would call them ahead of time so I wouldn't have any problems, but I was too mentally anguished to what just happen to me I told her I was scared to go into a T-Mobile store and if I could mail it in instead.
She said no that I would have to return it to a T-Mobile store then I had to explain to her that I was at work and that I went on my lunch break to return the phone and I wouldn't get off of work till 1 or 2 am. Stephanie comes back telling me that I have 30 days to return the device without any penalties so I asked her if she can email me a statement or fax it to me saying that because on my contract it says 14 days to return the phone she said she couldn't fax or email me confirming it,
so then I asked her if she can show me on her website where it states that, she couldn't Stephanie told me to go on Google and do a search under California state laws regarding returning mobile devices. I said ok, and then I told her that I want some disciplinary action taken against Genell for violating the law. She told me that she would have a supervisor call me within 24 hours to discuss this matter because they were all in a meeting. Its 11/5/2008 3:02pm and I still haven't received a call. I am really upset over the whole matter I had to leave work early because I was just too upset and I told my boss what happen and he let me go home early because he saw how upset I was.
P.S. My friend on the other line was recording the conversation without my knowledge while I was talking to Darla there's about 9 min footage of how they were trying to rip me off and commit Fraud regarding sales tax, I don't know if its legal or illegal to use in a court of law.
west covina, California
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