Report: #637811

Complaint Review: T-Mobile

  • Submitted: Sat, September 04, 2010
  • Updated: Sun, September 05, 2010
  • Reported By: Joe — Southgate Michigan United States of America
  • T-Mobile

    United States of America

T-Mobile Upgrade Headache Internet

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My contract was over with t-mobile in July and I decided to upgrade my phone. I originally bought the HTC HD2 from walmart. After about a week I decided that I didn't care for the HD2 app market and returned it to walmart. Before I did, I contacted T-Mobile to make sure that they would reset my eligibility. I specifically asked if I returned my HD2 to walmart and then drive over to costco to get the Samsung Vibrant, would I be able to get the upgrade at costco, will this be reset in the system by the time I get there. After being put on hold the representitive said that he checked with the supervisor and that I will be able to go get my upgrade at costco's after I returned the HD2 to Walmart. He then went on to say that they just started being able to do this (reset the upgrade) last month. After that he reassured me I wouldn't have a problem and just to be sure, he would put it in the notes that I called and the supervisor said I could get my phone at costco. Great! The next day while at work, I went on t-mobile's website, just to make sure I wouldn't have a problem, I went on to the online chat and again verified that this would be ok. I emailed the transcript to myself as a record. Here is the transcript.

You have been connected to ~Francine G. ~Francine G: Welcome to T-Mobile Chat service. My name is Francine and for your reference my rep ID is 132****. Please allow me two minutes to review your question. ~Francine G: Hi Joseph how are you? I will be happy to assist you with your questions. Which phone number is it that you upgraded? Joseph Wiggins: (((REDACTED))) ~Francine G: Thank you I will be back in 2 minutes. ~Francine G: Thank you for waiting. Ok after you come back from returning the phone at Walmart please call in and ask for Customer loyalty. They have to reset the system for you so you can get the other phone as an upgrade. Joseph Wiggins: Will I still be able to get it tomorrow at costco, immediatley after returning it to walmart? ~Francine G: You can, just call in once the phone is returned. Joseph Wiggins: ok, thank you

 Well, that was all the confirmation that I needed. After work, I returned the HD2 to walmart. The walmart dealer called tmobile and had my status updated. I drove all the way out to the Livonia Costco, where they had the phone I wanted for only 99. with a bunch of free accesories. The dealer at costco, Darrell, went into the computer to check my upgrade status. It came back as not being elegible. At this point I explain the situation and call t-mobile. The person I spoke to said that the dealer just needed to do a override and I could get the phone. I handed the phone to Darrell so she could explain it to him and he then sent me up to the register to pay for the phone. I paid for the phone and went back to the dealer to get it activated. Darrell went to do the override but it wouldn't let him do it. T-Mobile was blocking it. So he gets on the phone with them and is starts arguing with T-Mobile. He asked to speak to a supervisor and was getting nowhere. Mind you that the rep told the dealer that I could upgrade. About an hour goes by and the dealer was still on the phone arguing with the T-Mobile supervisor. I'm fairly aggrivated at this point so I decide to call T-Mobile to find out what the problem was. I get through and I tell the rep what is going on, he says that I could only upgrade at corporate T-Mobile stores, that they couldn't reset the upgrade. I tell him that he must be mistaken, to check my account to see where the rep from yesterday put the notes in saying I could. He goes in and sees the notes, and he said he saw where it was in the notes, however, I was told the wrong information. I asked to speak with a supervisor and I get the same line from him. I argue with him back and forth for a while about it. After 15 minutes he said that for my inconvenience he would go ahead and honor the costco price at a T-mobile store. I said that was fine as long as you include the accesories that costco provided with the phone. He said that he couldn't do that. After about another 15 minutes of arguing with the rep, (costco was closed at this point) I asked the supervisor if I could just cancel the line and simply add a line to our family plan. He said that we could do that, he was getting ready to hang up but I asked him to talk to the dealer and let him know whats going on. The dealer tries to add a line to the plan and isn't able to. Tmobile had that blocked too. After about another 30 minutes the T-Mobile rep finally gets it unblocked and the dealer was able to add the line. After the phone was good to go, we had to go back up to the service desk, so they could change it to a new line price ($50. cheaper than what I had paid for it as an upgrade. Costco had been closed for about an hour at this point so it took almost another 30 minutes to get the refund. I was lied to by T-Mobile, by several reps and a supervisor.

I am so dissapointed at T-Mobile. They really dropped the ball on this one.

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