So everyone beware when speaking to anyone on the phone support and in store this season because no one and I mean no one has any idea what they are doing or what T-Mobiles current policies are. I've spent close to 10 hrs with T-mobile now and I've spoken with 8 or 10 reps at this point. I've been hung up on twice and I've been routed back to the front door by associates who got out of their depth twice.
On Friday I was quoted 2 lines for 120 before taxes and fees with unlimited Talk, Text, Data and Tethering. I was told if I pay off my $220 still owed on my iPhone SE I would qualify to trade it in for an iPhone 7plus 128GB at the price of $470 before taxes. I had this re-verified by the in house promotional material at the T-Mobile Store in my family's home city where I paid off the remaining total. They showed it on their paper work and on their website for employee reference. I was also told I would not be charged a down payment as a preferred credit customer and the same no down payment would be applied to my second phone for the new line my S.O. was going to join in on. Except, yes I would, actually I would be charged more down payment than the final price of the phone.
Every single person has a different contract or trade in value or price for the iPhone. They can't decide if after I trade in my phone if the 7 plus will be: $690, $330, $720, $470, $486 or a number of other prices that change mid conversation. The only consistency is that I will need to pay $600~ down to get the phone financed.
The preferred credit rating will randomly exist of cease to exist depending on who I speak with and fluctuates between being 2 or 3 years of being a customer
I lost my cool only once while speaking with a Customer retention representative after she again quoted a different price for the phone after trade in, the highest so far and mid conversation changed it again. Then didn't even remember what they said in the first place and started quoting a lump sum payment I had brought up, my bad and I feel bad for snapping at her(no cursing etc just called her on her random change and she wouldn't back down). I referred her to the notes from the last person I spoke with but she didn't care. I have completely given up on the iPhone 7 at this point and just wanted my old contract back. She said she could do that, placed me on hold then hung up.
I'm now calling in again and spoke with another retention rep and he was able to fix my line in like 5 minutes flat. Then I explained the request for the refund of the $220 pay off on the iPhone SE, he said that would be no problem and transferred me to a customer service rep, the rep was encountering an error and didn't know what to do about it. I had already gone back to the store but they couldn't refund it in house, even after calling ;their GM who was at home and they apologized and sent me home, 190 miles away. I asked for a supervisor or t2 who might have seen the error before, she placed me on hold and transferred me back to the front line, same as hanging up but I don't have to call in again.
I started this weekend a huge supporter of T-Mobile and they have done everything in their power to snuff that out. I even gave up on all the miscommunication, miss-pricing, miss-everything and just wanted my old bill back and a refund but apparently that will require me to drive back 190 miles, explain to the in house employees how they process their refunds and then drive home again.
I'm leaving random slam hangups and tiny conversations out as their just noise at this point but I've never seen anything like it in my life.
My favorite so far though is: "If you over pay us today we'll pay you back what is owed in $5 increments over 24 months....But it's not a contract."