I bought a brand new Franklin Wireless RG2100 in December 2023 from the flagship T Mobile store in Las Vegas. I am in NY and it is faulty. I took it to a Boston T Mobile store who told me they couldn’t do anything as it was pre-paid (bought outright) and to call customer service. I went to New Haven T Mobile store who told me to call customer service while instore as they had no process to deal with a pre-paid faulty device. We called customer service who didn’t know what to do. I called customer service the next day and spoke to a supervisor who also said he could do nothing.I have paid for a brand new device that is genuinely faulty, under warranty and still looks brand new, yet T Mobile have taken my money and refuse to refund me or give me a replacement device.Nobody disputes the unit is faulty, even though customer service imply they don’t trust me, however their own store on the phone told them it was as responsive as a “brick”. What they are doing is nothing short of theft
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