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 Angry 10-year customer
Posted Sat February 11, 2012 10:33 pm, by Krista P. written to T-Mobile USA, Inc.
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Here is my issue.. and I have to explain from the beginning.. First off my 6 year old son has stage 4 cancer. We live in VA and he gets treatment in NY. This past week we were in NY due to surgery and my cell phone was picked up in the bed sheets by a nurse and never found. As soon as we got home Friday I went to the local Tmobile store and told them my situation and said I wanted to use my upgrade. Keep in mind the last time I upgraded this line was when I opened it in 2008. I purchased the green nokia flip phone without a camera (due to my job). I did not upgrade my line since. When I was standing in the store yesterday the guy told me that my phone did not qualify for a full upgrade. I was blown away and when I asked why he told me that it was upgraded 17 months ago to a Garmin smartphone. That was my husband's phone! I recall this incident that occured. My husband had the old sidekick that had several problems and when he went to get a replacement the girl at the store told him he had an upgrade available on his line so he got a new phone. After we got home we discovered that they put MY phone number on his phone and visa versa. We took it back to the store, explained that they put the wrong phone number on the phone and she apologized and changed the numbers back. We were never made aware this affected my upgrade. The man (Roland) at the tmobile store told me I needed to call customer service and let them know I needed to have my upgrade reset, and then return today when there was a sale. I said okay and left. Later that evening I call customer service just to be told the call had to be made by the representative at the store. I was mad. I returned today to the store just to have to wait an hour and fifteen minutes. I got the same representative at the store as the day before. Now this time he told me that the upgrade could not be reset, even though it was the store’s fault in the first place. I left there furious that I had wasted my day. My time is very precious as we are constantly back and forth between hospitals. I called the Asurion insurance to have my phone replaced as I pay the 7.99 a month to have insurance. My options were two VERY cheap phones that are no contract phones. I settled and got to the part where the man told me my deductible. Keep in mind I can go get a prepay from my local store for 15-20 dollars with a new sim card. He told me I would owe +$25.00. Absolutely ridiculous! I have been paying insurance for what?? To get a cheap phone for more than what it is worth in the store? I cancelled my replacement. I am mad that all of this trouble has occurred and I still have no phone. It is very important that I have a phone as that is the number that all of my son’s oncologists have and call when there is new info in his treatment plan. I have been a reliable customer for the past 10 years.
I think customers should be treated better. Since the sales person in the store messed up my upgrade anyways the company should have been at fault and honored my upgrade. Not to mention the price for the deductible was ridiculous for a cheap phone!
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