I wanted to share my experience with T-Mobile. I visited the store in Ashburn, VA on 12/1/19 to switch my account I had with Verizon for close to 20 years with T-Mobile. T-Mobile was running a Black Friday promotion on iPhones and my wife and daughter wanted new phones for Christmas. My daughter had a iPhone 6s, which was going to be traded in for an iPhone 11. My wife had an iPhone 6, which was only eligible to be traded in for an iPhone 8. The store rep, Anthony, ordered the phones and had them shipped out. We setup a military business account, ordered the phones, ported over our numbers, and just needed to wait for the new phones.
Once we left the store I started receiving welcome emails from T-Mobile. I logged into the new account and noticed my account wasn’t setup as the primary account holder. I called support to have this fixed and was on the phone with support for about an hour. Seems like this would be a simple fix in a computer system that should only take a few minutes, but I was transferred a couple times in order to get someone that could fix it. The rep said it could take up to 24 hours to take in the system, but everything should be all set. It never went through.
On 12/3/19 the new iPhones arrived. We went to the store to have the new phones activated and trade in the old phones. I asked the ladies working at the store about the primary account holder, they checked, made a few changes, and said I should be all set. They activated the new phones and said we would need to call customer service to get shipping labels and mail the old phones out ourselves. I mailed the old phones out a few days later. I also checked to see if I was listed as the primary account holder yet and I was not.
On 12/19/19 I receive notification that the iPhone 6 had been received and a $13 credit was added to the account. Far cry from the cost of the $500 iPhone 8. I logged into my account to see if I can get additional details, but since I was not listed yet as the primary account holder I could not see anything. On 12/20/19 I called customer service again to get this resolved. I was switched around a couple times again and a gentlemen was able to add me as the primary account holder. Once I logged into the account I saw that they reversed the trade in’s. They showed the iPhone 6s being traded in for the iPhone 8 and the iPhone 6 being traded in for the iPhone 11, which made the promotions invalid. After spending an hour on the phone with customer care they said the best thing to do would be go to the store and have the store fix the issue. The rep called the store and told them what happened and let them know I was on my way.
When I arrived at the store the manager told me they would take care of it and give me a call later that afternoon once everything was resolved. The store called later that afternoon and said that they are not able to fix the issue yet, but will give me a call back shortly once it was resolved. They never called back, so I decided to go into the store to find out what was going on. The store rep, Anthony, that setup the account was there and admitted he made a mistake when putting the phones in the system and accidentally reversed the phones. He said he didn’t have any luck with customer service. The manager suggested he call promotions, so he did. We were on the phone with promotions for almost 3 hours trying to get this resolved. Promotions said it would be difficult to fix. At this point I said just cancel the account and gave them the new iPhones back. They said T-Mobile would be unable to send our old phones back to us. The store general manager offered to give us a one time credit of $450 on the iPhone 11. I said only if I can pay cash for the remaining balance and not be locked into a 2 year finance contract. They said that was not possible, so I told them to cancel the account.
The store made a mistake entering in the information when the account was setup. I had no access as the primary account holder to look at the account, and they reversed the phones, making the promotions invalid. To top it off, now I can’t even get my old phones back. I will be porting my numbers back over to Verizon today and go through the cancellation process with T-Mobile once the numbers are ported back to Verizon. Now since I don’t have my old phones to trade into Verizon, more than likely I will pay full price for new phones and not be eligible for any trade in promotions. It’s yet to be seen whether T-Mobile is going to be a problem with canceling the account and not having to pay any more money.
T-Mobile brags about customer service and brags about what they do for military veterans. While being pleasant is a part of great customer services, resolving issues in a timely manner is more important. This has been one of the worst customer service experiences I have ever had. Just really bad business. As a veteran and business owner I am so disappointed in this experience. Verizon may be a little more expensive, but in 20 years I never had an issue.