[UPDATE #6 in the T-Mobile problem]
On Friday in the early afternoon, my parents stopped by the T-Mobile retail store to see about their product refund.
This time the store manager, Ms. Hill, was ready for them. She told them, “Please sit down. I have your refund.”
Of course the refund was only for the $70 and NOT the $10 activation fee. Ms. Hill claimed that the phone was activated, they put a SIM card into the phone and it worked, and they gave us a booklet explaining the activation. Yeah, right.
LIE #1 — The SIM card was never working when it was in my dad’s phone. “B” at the store confirmed that it was NOT active when we were at the store on Monday and cancelled the phone plan.
LIE #2 — My parents NEVER received any booklet or paperwork about the phone’s activation. They only received a computer printout of the purchase order, something that apparently looked FAKE to T-Mobile store manager, Ms. Hill, when she examined it on Wednesday. “Where did you get this receipt?”
Ms. Hill was still very much in cover-your-ass mode when she went on and on, telling my parents about how hard she worked to get them the refund (yeah, right) and passing the blame and saying about how it really was the other cell phone carrier’s fault.
If she was working as hard as she claimed:
A) Why did she ignore the fax that my parents sent her Thursday morning, not even looking for it until over EIGHT hours later when my dad called? Read more…
[UPDATE #5 in the T-Mobile problem]
Sometime on Thursday evening, my dad received a conference call with both T-Mobile (completely different worker in the company; not from the retail store) and the previous cell phone provider. His phone number was moved back to the other cell phone provider, and the workers wanted to verify which provider my dad wanted to use.
It was an easy decision. The T-Mobile worker told him that he would get his money back. To get the refund, my dad was told that he would have to contact the prepaid department, explain the situation, and get his money back from buyer’s remorse. Easier said than done. More on this in a minute.
According to my dad, the T-Mobile worker on the phone stated that it was highly probable that the problems were ALL the FAULT of the T-Mobile retail store. The person on the phone couldn’t believe the incredibly poor actions of the store’s manager, from the lack of compassion and general hostility towards us, to refusing to have her store take ANY blame, and not even bothering to look for the fax from my parents.
Needless to say, that particular T-Mobile store is going to be answering to T-Mobile’s upper management in the near future. Read more…
[UPDATE #2 in the T-Mobile problem]
Just when we thought that things were at their worst with this particular T-Mobile retail store, things took a SERIOUS turn this morning.
T-Mobile store’s location: 125 Barrett Pkwy Ste 105; Marietta, GA 30066
T-Mobile store’s manager: Ms. Hill
My dad and I entered the store a minute or two after it opened. Ms. Hill and one other worker (not the infamous “B” from all other visits) were in the store along with another customer. That customer was finished with his business in only a minute or two, so it was just the two T-Mobile workers along with my dad and myself.
Ms. Hill recognized my dad because she was obviously warned about our problem yesterday afternoon AFTER my parents paid the store yet another visit (see the UPDATE near the bottom of the article). Her tone was already negative as she “told ‘B’ to tell us to wait because she would be there in the morning and give us a call about the problem.” It’s kind of hard to follow those instructions when “B” NEVER TOLD IT TO MY PARENTS! He just looked at the schedule, told them when she’d be working, and gave them her business card.
When it comes to dragging his feet and being as unprofessional and unhelpful as possible, “B” is one of the best.
Ms. Hill was already showing us a negative tone since we obviously didn’t listen to instructions that we were never told about, and she was already warning us that it would take a few hours to find an appropriate solution. That was fine since my dad and I made it a point to get there early so we’d have some time to discuss things before setting out for our next appointment. Read more…
Yesterday and today was full of wasted time and unnecessary anger when dealing with a T-Mobile retail store.
The store in question is located at 125 Barrett Pkwy STE 105, Marietta, GA. It’s in a small shopping center off Barrett Parkway near Town Center Mall.
I’ll refer to the shameful salesman as “B.” This guy appeared to be knowledgeable about the T-Mobile products and policies, which makes the story about him and everything else even worse.
Our story starts on Sunday when my parents went to a T-Mobile store to change one of their phones. My dad wanted to convert his phone to make it become a T-Mobile phone on one of their monthly plans. All it needed was a new SIM card and the internal process of having his phone number ported.
Easier said than done.
I was not there on Sunday, so I did not witness the events that took place that visit. All I knew was that when they returned home, my dad had a new SIM card in his phone along with a temporary phone number that would work until the number was ported (a process that “B” told them would take as little as two hours to as long as 24 hours — but it was expected to be a quick process).
And, to my shock, my parents signed up for the $70 per month phone plan. Yes, $70 each month. %#$&! Read more…