Went to this location on December 30th and was offered Apple promotion for up to $749 off per phone with trade-in. I traded in 2 iPhone 7plus's in pristine condition and got 2 iPhone XS Max which were $1249 each so paid difference of $1,000 in cash and was told the $749 PER PHONE for the equipment would be billed and then credited each month. Also wasn't able to read the documents before i signed because he told us that his iPad wasn't allowing him to print out our paperwork. That is my bad, i know better but hey i like to believe that everybody is inherently honest. Not the case at this store. 1st bill came in and no credit, spent 1 1/2 hours with customer service on the phone only to find out our sales rep didn't enter our plan and our promotion correctly so got a manual credit for both service and equipment with a promise that we wouldn't have any more issues... 2nd month bill and service fees are correct but still no credit for the equipment. Called, spent 1 hour on phone, again same thing, promotion entered incorrectly and they have to deduct the $185 they gave for iPhone trade in from rebate. Okay, monthly credit goes down by $11 per month, I can handle that. Told again I would never have to call again. 3rd bill comes in, again no credit for the equipment, spend another hour and a half on phone with rep, (not in USA), and my call is escalated to "senior" customer service agent... she says she is going to research and call me back in one week. She calls back at 9:30 pm on a Friday and leaves a message telling me that have denied the promotion because it was not valid on the iPhone XS Max. I'm freaking looking at the promotion while I'm listening to her very bad English message. Sooooo, go to the store and wait for about 45 minutes to talk to another sales guy who looks everything up and come to find out the promotion says it was good for only one phone per account. This guy, Eli, flat out scammed us. Locked us into a 36 month contract, told us it was for 24 months, and lied about how much our monthly bill would be, lied about the promotion being on both phones and basically stole our iPhone 7plus's for $185 each when I could have sole then for at least $500 a piece on my own. The guy we worked with today was kind enough to spend another 45 minutes on the phone with his corporate and able to get the promotion approved for both phones, although we only get the 749 minus the $185 they gave us for our phones. That is the only reason they rate 1 star. Thank God they didn't give me fair market for my trade-ins or basically I would have been totally screwed. My recommendation is to not go with T-mobile, for sure do not work with a guy named Eli at this location, he will lie and cheat and do anything to get you to sign up with them. So I'm stuck with them for 36 months. Save yourself some stress and irritation and either go with another carrier, use your own phone or for sure don't go to this location and deal with this guy Eli.
So as to T-Mobile's response, you want me to reach out for what, so I can spend another hour or two, be told it will be fixed and that I will never have to call about a problem again? Yeah right, already rode that horse, no thank you. Waiting to see my next bill... will see if it's fixed or not. read more
