T-Mobile - Deplorable Business Practices
Monthly-4G plan - Complaint
ALBUQUERQUE, NEW MEXICO -- Long story short:
1. Walked into local T-Mobile store with two AT&T phones and unlock codes, asked about their Monthly-4G plans.
2. I was promised that since the AT&T phones were smartphones with 4G capability, I could get 4G service.
3. Successfully unlocked both phones.
4. Successfully activated both phones with new T-Mobile SIM cards (took multiple phone calls and multiple visits to the store, but got it done). I PRE-PAID $60 for 1 month of Monthly-4G for each phone, plus $10 activation for each phone, total $140.
5. AT THE STORE, I checked both phones. Everything worked fine, except 4G. Then and only then, I was told by the agents at the store that web browsing would probably have to remain at 2G levels, because these particular AT&T phones had some hardware lock from AT&T that the unlock procedure could not remedy.
6. Ported both my phones back to AT&T, went back to T-Mobile store, to get refund. The phones had been active on the T-Mobile network for all of 3 hours. T-Mobile agent says, "No refund."
This is NOT "buyer's remorse." I did not "change my mind" - a specific feature was represented as available, and only after I paid, it turned out to be unavailable.
This is not a "coverage issue either: Other, T-Mobile phones, get 4G performance in the same area, in the same store. ONLY AFTER I PAID it turned out that there was in fact a T-Mobile web page that listed compatible AT&T phones that would deliver 4G, and neither of my phones was on that list.
So, if someone had advised me of that before the purchase, I would not have made the purchase.
Clearly, a refund is due.
Wrote to T-Mobile Customer Relations. There is no email address or phone number for T-Mobile Customer Relations, only a P. O. Box in Albuquerque, NM. Received response that clearly demonstrates they did not read, or did not understand, my detailed explanation of the above.
I would have, in the future, replaced my phones with T-Mobile-branded phones, and would have loved to use their service for many years, with our without a contract, but they seem to believe it's worth throwing that away over $140. Seriously misguided people.
Contacting my State Attorney General.