T-Mobile Complaint - Customers evidentially are not very important!
SAN ANTONIO, TEXAS -- Earlier this month I went into a Tmobile store to purchase a phone that I had been interested in. A blackberry curve. I asked the sales associate if they had the phone available in the color that I wanted and when I was told that they did, I asked about the price. I was told that it was $99.99 up front with a $50 mail in rebate. This was all that was said about the price at this time. When I got to the counter to complete the transaction I was told that the phone needed the internet. I informed the sales associate that I did not want the internet I just wanted to use it as a phone and she stated that was possible but in order to have all functions of the phone it required the internet. I stated that I just needed it to work as a phone. 9 days later I noticed that there was a $2 charge on my bill for a partial month of required blackberry web. I immediately called customer support to see what this was. I was informed that it was a requirement of getting the phone at the price I received it at. I explained to them that this was never disclosed to me and they told me I would have to take it up with the store and have them remove the data plan for me. After hanging up, I immediately called the store and spoke with the assistant manager that was on duty. He continued to basically call me a liar by telling me there was no way that happened because his employees are trained properly. I called customer support back to try to get some help in this matter. They offered to lower the data plan from $30 to $20 per month, which still was not satisfactory to me considering I did not want the plan and was not informed that it was going to be added to my bill in the first place. The next day I called the store back and spoke with the store manager who told me he would not remove the data plan but would reimburse my gas for me to come return the phone since I live 37 miles from the store. I asked to speak with the district manager and was told that the manager would give him a call and call me back. When he called me back, I was informed that I could not contact the district manager to actually speak with him, but could have his email address. However, he was not going to remove it either. The biggest issue was that I had already sold the phone I had previously. I feel that Tmobile stole from me in a sense because now I will be forced into getting another phone (that I didn't want in the first place) at a higher price and be stuck in a 2 year contract extension with them. I have been a customer since 2003 and always pay my bill in full every month. I have 5 lines of service with them and am on their highest minute plan and messaging plan for these lines. I felt that there was more that could be done, so I again tried customer support - (a supervisor this time). They told me again that there was nothing they could do. I eventually got sent to the customer loyalty department who after about 20 minutes of talking said the most they could do for me was offer me a $20 credit to my bill for the inconvenience. I asked why they could not at least give me a better deal on a phone since I wasn't going to be getting what I actually wanted and would have never bought the phone (or sold my other phone) if the sales representative would have disclosed the "catch" to me getting the discount on the phone I purchased. They give great discounts to new customers, why can they not do the same for a customer that (when I take back the phone) will not be contractually obligated to stay with them. I was told that they do this for new customers to generate new revenue. What a ridiculous answer! You are basically losing money to make money because they will now lose me and my 5 lines as well as the rest of my family which is 10 accounts all together because none of us are under contract and all because I am not as important as a new customer. They really should train their associates better - or better yet maybe not have young kids selling on commission - because I really feel that the associate purposely omitted the "catch" because she knew she would lose the sale (and thus the commission) since I had already told her that I did not want the internet. As a side note, the data plan also was not listed on the contract that I signed and was given a copy of. I brought this up to every single person that I spoke with and was told that it is not on the written contract because it is not required on every phone purchase and when it is required it is ALWAYS disclosed and explained to the customer before they sign the written on contract. What a load of crap!!!