Did you know T-Mobile has Internet? They do, and it's somehow worse than your local provider, which…read moreI frankly hadn't thought possible. If you don't have a T-Mobile number, please be aware that the easy setup that they assure you that you can do on your own isn't available to you. Instead, you'll try the chatbot. Eventually, they'll let you talk to a real person. Then, that person will tell you that there is no way to set up your Internet and take advantage of the offered promotions on streaming services if you don't have a T-Mobile phone unless you call customer service. That's when I asked to cancel the thing I'd purchased about 20 minutes before.
They can't cancel via the chat. I have to call in. I hate that, and part of why I'd opted for their Internet was because I wouldn't have to call customer service. But I do. Because I don't want the equipment being shipped to me.
I talk to a rep who is very nice and assures me that he has solved my problem, and I'll have an email in the next few minutes confirming. When I hadn't gotten an email after 20 minutes, I try to check myself, and their system still shows it as ordered and pending shipping.
I return to the chat and ask them to verify it was canceled, explaining that I don't have the email. They check. It doesn't show as canceled on their end, but they assure me that it's okay if it gets shipped out because I can just refuse delivery from UPS, and a refund will hit my account 10-15 days after it is returned to their warehouse.
That doesn't work for me because UPS is going to dump and run, possibly not even at my door, so this doesn't work for me. That means I have to take time out of my day to drive it to a UPS store, for something that I tried to cancel 15 minutes after I ordered it, that I was assured was canceled. I tell her this and warn her that I'll be contacting my bank.
She insists there is no other resolution, so I ask to speak to a supervisor, thanking her for her help and explaining that this is not reflective of her customer service but rather that I think a supervisor will be better able to assist me (we all know supervisors have more authority and can do things their staff can't). She refuses. I ask again. She refuses again. I explain to her that I'm not going to pay for anything that gets shipped to me since I have very clearly and repeatedly explained that I don't want it, and she tells me that she's sorry for my frustration, but there's nothing they can do unless I call again.
Am I going to call again after leaving reviews where people can read about my epic journey and think twice before getting stuck dealing with T-Mobile? Yes. I'm hoping somewhere in hour two of this, I'll be able to get someone to actually cancel my order. Am I expecting them to actually help me? Not really. I suspect that they make this difficult on purpose in order to prevent people from leaving. They don't have to worry about providing good service for customer retention if they make it functionally impossible for you to cancel.
ETA: I decided to try calling back later, since she had told me it was likely canceled and would show up in the system later. After being forced to wait on hold for another 30 minutes, I spent 30 minutes talking to a customer service rep who mostly left me on hold and then transferred me to Sales. Where they informed me they can't do anything because in the three hours since you've ordered, much of which I've spent on the phone. I requested a supervisor, and after repeatedly stating that is what I needed, I was told I was being transferred. That's when my call got disconnected, and now I'm on another 30 minute hold, trying to reach someone to get them to do something for me that they have assured me they already did.
