Complaint Review: T-Mobile Retail Store - Kalamazoo MI

Subject . . .         Sales Agent providing wrong information & missing information.

Concerning . . . T-Mobile Retail Store                     (269) 373-7787

                              5911 Gull Rd.                                  

                              Kalamazoo, MI  49048

Sales Agent . . . “Dean”

Date of Transaction . . . Mar 25, 2022

Complaint . . .    1)  Sales Agent provided wrong information as to iPhone trade-in values.

                              2)  Sales Agent misled on cost of tracking devices (since resolved).

Details: Complaint #1 . . . My wife and I went to the T-Mobile store as her iPhone 6S would no longer hold a charge and was nearing “end of useful life”.  Replacing the battery would have been of negligible benefit as the phone would soon be inoperative due to technology changes.

The sales agent told us that we could get a $200 credit on a new phone purchase with a trade-in.  We agreed to this.  As my own iPhone 8 was also beginning to show its age, I asked about the trade-in value for mine.  The sales agent told us mine would be eligible for a $400 credit.

We agreed to this and purchased 2 of the iPhone 13’s for $799 (list price) and with my understanding that we would be getting a total credit of $600. With the new iPhones, I then went ahead and purchased cases & other protective equipment, totaling about $100.

When the transaction was sent to T-Mobile, it turned out that the iPhone 6S was only qualified for a $100 credit, and the iPhone 8 was only eligible for a $200 credit!

I called T-Mobile (800-937-8997) on Apr 13, 2022 and spoke with Shaunelle.  She informed me that the sales agent (Dean) had not used the latest information for the trade-in credits, and that I needed to work out the issue with the store.  Shaunelle then connected into a 3-way conversation with “Dean” at the T-Mobile store.  Dean did not dispute the numbers he had told us, and said he wasn’t aware of the promotional change.  He only offered to do an exchange for an older phone model.

On Monday (Apr 18), I met with the manager (James) at the T-Mobile store.  He initially stated that I would need to talk with a T-Mobile Customer Service Manager, even though it was T-Mobile Customer Service that said I needed to talk to the store!  He finally agreed to check with his sales agent (Dean) and get back to be on Wednesday, April 20th.  Now April 20th, no contact from the James!

Per T-Mobile (Morgan) on Tuesday, the $200 / $100 trade-in promotion has been in effect since Jan 6th (over 2 months prior to my transaction)!  I can only presume that the sales agent has been giving customers the wrong information for the last 10 or 11 weeks.  Morgan spoke with the Asst Manager (Chase) at the T-Mobile store, and was only advised that the manager (James) would not be in until Friday.

Morgan (T-Mobile Customer Service) called James on Friday, Apr 22nd, and now James & Dean are now denying that they told me the wrong numbers!

Details: Complaint #2 . . . The sales agent said that a “free” tracking device comes with each of the new iPhones, only sales tax required payment.  Seemed like something we may find useful occasionally, so I agreed to it.

Upon reviewing my account information a day later, the physical device itself was “free”, but there would be a $5 monthly charge as the tracking device required a new line for each.  Did not sit well with me!

Took the devices back to the T-Mobile store for return.  Initially told that there would be a re-stocking fee.  I flat out told them that they WOULD NOT be charging me any restocking fee!

This issue is (I believe) closed.  I only supply this as additional information showing that the sales agent not only provided wrong information (as in complaint #1), but also failed to provide full disclosure on the costs of the tracking devices.

Summary . . . At this point, I do not wish to return the phones (as our old phones are now long gone).  I only want either the T-Mobile store or T-Mobile to make it right and either provide the credits as originally quoted by the sales agent, or alternatively to provide a cash $300 refund.