Misleading sales reps

You misunderstand my intentions, I'm not arguing policy. If that's what is required to upgrade I fully understand. My goal was to convey to old and new customers of tmobile that upgrading isn't as easy on the wallet as your store representatives will lead them to believe. That's one issue with paying employees based off commission. I manage a successful restaurant and tipped employees will tend to make a deal seem sweeter then it may be to insure a greater tip. In these cases we as superior chock it up to human nature, honor the deal that may have been made, inform the customer its not our policy, and then deal with said employee accordingly. Just like athletes reflect their coaches or paramedics reflect doctors, they reflect upon us and it is our responsibility, in some cases, to follow the code that the customer is always right. I'm not trying to get anything for free just what I was offered but since that did not happen I have made it a goal of mine to let others know what they may be getting as opposed to what they are told by the evident "used car salesman" you have working at some of your stores. I say that loosely and am not making a generalization about tmobile employees as a whole. Still it remains true, I was misinformed and nothing was done to correct the issue. I understand people make mistakes this one just happened to be at my 400 dollar expense.

Again not arguing policy and do you represent tmobile? Some of these responses are very cookie cutout to say the least. Or maybe these are just computer generated responses to key words. I'm not sure either way and to be honest couldn't care less. My biggest concern is with the training of tmobile staff and the regard for customer satisfaction. See obviously members of the tmobile team are either improperly trained on how they should convey tmobile policy, or they are just lying. In most cases the best answer is the simplest. Now if one of tmobile's employees is lying to customers or theyre just poorly trained it's damaging to the relationship between the two. I just happen to be an unsatisfied one. Neverless, I was misinformed of the rules, I never once argued. I'm simply trying to spread awareness to what people should expect from SOME tmobile employees. Again not policy and I'm proving my point now if you do in fact work for tmobile. Nothing about misinformation has been addressed by sn_555, only what seem to be scripted responses to something I'm not even debating. In the most layman way I can put it...I understand a down payment is needed to upgrade, I understand how jump works, and most of all I get that tmobile can't just give the house away, but when an employee makes a mistake the company should try to at least meet in the middle. No such offers were given and not even an apology was offered...that's just poor customer service.

I apologize for thinking that someone so adamant about defending the tmobile way was an employee. I mean it would be impossible for an employee of tmobile to come into a "community" thread and try to combat complaints about the company. And truthfully and respectfully your interpretation of that scripted response is irrelevant. Ill humor it for one second however, an agreement between you and us it says. But who is us and why are representative of tmobile excluded from that. Frankly it's contradictory. I also don't agree that you've been the gleaming example of objectivity you claim to be. Regardless there is no reason for you to continue to defend them as I said I'm not trying to get anything from this. On the shear off chance you don't work for tmobile you've actually educated anyone reading this much more then tmobile paid employees did for me.

Hey @biggdawg64!

I'm sorry you weren't given the full picture when you signed up for JUMP! You're right, our store employees need to be 110% transparent especially when it comes to a service that you're not familiar with. @snn_555 is super helpful around our Support Community and is correct about the JUMP! policy. I know that's not exactly what you're looking for at this point. I want to make sure the feedback is provided so this doesn't happen again. Do you happen to remember which store you visited?

With regard to making up for the wrong information being provided, I don't know what options are available because we do not have account access to make any of that happen. I really wish that we could be more help, but as I mentioned, I would love to pass your situation along to the appropriate store to make sure the correct information is provided in the future.

Thanks for the info biggdawg64‌. I will be sending you a private message as well to gather some more specific information about the store so we can ensure the proper feedback is given.

I also want to make sure that there is no confusion here in regards to how our community operates. This community is primarily driven by its users and T-Mobile employees such as myself or others with Tmo_ in front of their names don't step into a conversation unless it is absolutely needed. When posting in our support community, you can expect that the majority of the replies you get will be from other T-Mobile customers. We as "Community Managers" see everything that is posted and will step in if there is any misinformation given.

This t-mobile store took a picture of me and put it on the group chat they have at work about a year ago. I was told they do it after every sale and asked me if it was ok . The still took my picture . I went again yesterday to replace my phone and was told the down payment was 91.99 . They said they would give me a case and temper glass for free. I’m in sales myself . So I asked him and said “ you sure it’s free ? Like I don’t have to pay a single cent more ?” They replies by saying nope, completely free. So I paid and checked my bill and says my down payment was only 39.99 and they made me pay for a temper glass I never even asked for without telling me. I’m just realizing this as I check my bill. This store in Calexico , imperial ave is managed very strangely compared to all the other T-Mobiles I’ve been too and don’t appreciate being lied to about my down payment and then being made to pay for accessories I told them I didn’t want. I don’t put a case on my phones ever or temper glass. But they clearly told me it was free.