I live in a spot that gets poor cell service from all providers, despite being in a good zone according to the coverage map. So when I was looking at signing up for T-Mobile service, I had FIVE separate Experts and sales reps tell me that the Signal Booster - specifically the one that amplifies a cell signal, and NOT the one that hooks up to your Internet service - was available and I could order it from Customer Care and put down a $25 deposit to get one. The story was consistent across the board for this.
When I actually signed up and went to order one, I was then told that the booster was discontinued (two Experts and a tech-support rep), and what I really wanted was a CellSpot (hooks up to Internet router), even after I explained that we were hoping to put the device in our barn, far away from our house where the router is.
When I asked why I was getting conflicting stories on this, nobody wanted to answer the question, not even acknowledge that there was a discrepancy. I also could not get a straight answer on how long the program had been gone - one Expert just said “for a while now”. Interestingly, the T-Mobile website doesn’t seem to say anything about this either - I searched for “Signal Booster Discontinued”, and all the results on the T-Mo site just talk about how to set it up, how to troubleshoot it, how to order one (contact Customer Care), etc., but nothing about it no longer being available. (I found some Reddit threads that casually mentioned it being gone, however.)
This makes me feel like T-Mobile lied to me just to get me to sign up. I don’t like being lied to. In fact, I’m rather upset by that. I could certainly accept that a booster isn’t available - if your sales reps had just been honest about this, it wouldn’t have been a problem. But, unless the training program at T-Mobile is so amazingly lacking that half your sales force and store owners don’t KNOW that this program no longer exists, this was a pure bait-and-switch, and I’m very close to demanding a refund and going back to your competition on the grounds of misrepresentation.
Account for your salespeople. I would like a firm answer on what the real status of the signal booster program is, how long it’s been discontinued if it is, and why your sales force is still telling prospective customers the wrong thing.
Best answer by HarvanHunter
Update: Since I saw others saying that T-Mobile doesn’t really monitor this community (maybe sometimes an employee maybe just might respond once in a while), I contacted Customer Care again and specifically complained about this. They assured me that they will address the misinformation to make sure it doesn’t happen to future prospective customers.
I’m not holding my breath, really, but at least I got someone’s attention about it. I’m going to be keeping a close eye on anything else the company does that goes against their promises, though, and I will switch away IMMEDIATELY if I find one.