Tmobile - Misrepresentation of phone prices in stores
HTC sensation - Complaint
TUCSON, ARIZONA -- T Mobile has been difficult to work with through customer service for any resolution. I went into the store when my contract was expiring on November 23, 2011. I had information with me from Verizon with their plans and fees for an iPhone to compare to the smartphones and plans at T Mobile. I am a single mother of two special needs children, so our budget is very important for our family and I needed to consider value.
The customer service person told me that I should renew because the phones were the same price... Verizon offers the iPhone at 199.99 with a 2 year contract, and the TMobile representative said their HTC Sensation would be 199.99 and the plan would be much cheaper than Verizon per month as well. I resigned with him for another 2 year contract in store.
Now, I received a bill stating payment "3 of 21 for $15". I called TMobile customer service to explain there is a mistake and that I purchased a phone for $199.99 with a 2 year contract renewal. The representative told me that the phones are $499.99 and that I paid in store a "down payment of $199.99 and still owe $270 to payoff my phone at $15 per month via statement for 2 years". I was shocked! I would NEVER have invested $500 into a cellphone!
The representative told me to go back to my local store and see what they could do. I did so the following day and the employees were not helpful. They just said call customer service and stated that I bought the Sensation when it just came out and no one in the store actually knew the price of the phone! They also showed me their bold price signs by each phone and said the $199.99 is a down payment NOT price of phone with 2 year contract. The price is very large and bold on the tags next to each phone, BUT very tiny print under each price says down payment, and in even finer print much lower on the tags, it states two plan options and the full retail price of the phone. BE SURE TO READ ALL THE FINE PRINT BEFORE YOU SIGN A CONTRACT!
I am appalled at TMobile for misleading advertising, sales and contracts. I would never have considered purchasing a phone for $499.99 anywhere. This was my first upgrade to a smartphone and data plan, so I came from a free Gravity 2 with my first TMobile 2 year contract at Costco in 2009. That was reasonable and HONESTLY EXPLAINED to me at the timeof purchase. This renewal was underhanded, misleading and inappropriate. The TMobile attitude is no resolution and basically that the 2 year contract is signed and binding.
I will not renew with TMobile again based on this experience. They would charge me $200 to leave my contract now, so I am stuck for 18 months paying full retail price for a phone I was told was "199.99 with my renewed 2 year contract just like Verizon"... NOT TRUE! I would rather pay more at Verizon for honest representation and upfront plans, than ever go through this again... I hope anyone looking for an economical break really compares the plans and reads the fine print before signing on or renewing with TMobile. Our family was definitely taken, and don't you think TMobile could or would remove the $270 balance on a misrepresented phone or downgrade our phone to one that fits our budget and IS what we asked for initially? Then, to add insult to injury, the customer service reps on phone and in store, were trying to add services which cost more per month to us!
From my experience, TMobile is all about the short-term sale not longevity with clients and customer satisfaction. Sad. I would like to take this problem higher up in TMobile so they realize they are losing good customers, and so this does not happen to others. I have always overpaid my monthly statements and been a great customer. There is no reason to mislead and treat customers with a cold shrug of the shoulders and a " too bad, you signed the contract" attitude with no recognition or resolution to the problem.
To add to this review, I would like to notify others that I contacted TMobile customer service AGAIN and spoke with a supervisor who suggested that I go back to the store where I purchased the phone/plan and speak with that store manager for my second visit to resolve this issue. I called and left a message because the store manager, Thomas, was on another line. He never even had the courtesy to call back to resolve anything. Next, I have to find a regional manager for help, and then up to the corporate level. The amount of time, frustration and energy it takes to reach a person who actually cares is unbelievable. This is all taking time away from my special needs children as well... all for a misrepresented phone. TMobile is not a good place for customer service from our family's experience. They back the legality of their contract, the sales employee and not the customer. Your needs are not their concern once you have signed on for another 2 years. You are stuck so be sure you know exactly what you are getting into and ALL THE FINE PRINT. I was absolutely told by their salesman that my htc sensation phone would be "the same $199.99 as the Verizon iphone I was looking at plus a cheaper monthly plan..." Now, 3 months later, my discovery on my invoice that I was sold a full retail 499.99 phone on a payment plan is considered my fault! The phone supervisor said I should have called sooner and that I am out of my grace period, so he could not help. So, I owe $270 on a phone and $200 to get out of a contract, or I am stuck with TMobile for another year and 9 months. What a great way to treat customers who always pay bills on time and have been most honorable! Buyers beware... No resolution in sight to date for us. :(