As a business owner of 20+ years in this city of Aurora, CO. I find it difficult to leave negative reviews of other business. I give people and companies the benefit of the doubt in most situations, we are all human and in many cases new hires make reasonable mistakes and/or are in need of more training. This situation was so beyond human and reasonable I have to share my story and hope that the truth and justice will prevail. After being a loyal T-Mobile customer for 24 years I must warn other customers about the store on Cedar Ave. in Aurora. I went into the store alone to upgrade my husbands 256 gig cell phone to a newer model with faster service. The young man who helped me sold me a phone with less memory. Before we began the transaction I communicated that I needed the same amount of memory or more but definitely not less. He gave me a salesmen's pitch that because I had sufficient cloud storage I didn't need a cellphone with 256 gig's. I told him we run a business with our phones and there was a reason we had that many gigs to begin with. My husband joined me in the store and said that phone wouldn't work and the young man swapped the transaction for a better phone but gave my husband the same speech that we didn't need more gigs. We purchased the phone and once all of the data transferred, before the return warranty expired, the phone flashed an error message "Your phone doesn't have enough memory." And then it crashed.
My husband went back into the store and was being given decent customer service when a different associate intruded into their conversation - "He is going to have to pay a restocking fee!" This was rude and insensitive and not taking into consideration the details of the situation and so my husband called her on it, told her he wasn't talking to her and then resumed his original conversation with the professional acting associate. Two weeks later I receive a call from T-Mobile's legal department saying that my husband threatened to beat someone up in the store and that he is not welcome back in that store. My first response was "Please watch and listen to that video tape because that will prove that that never happened!" For the employee in the store to be that vindictive as to lie on a customer trying to resolve a problem that the store caused by being uninformed or dishonest out of desperation to make a sale, or sheer laziness, or whatever it was - was one thing, a terrible thing, but then to call the corporate office and for that corporate office to then call the customer before they've verified the accusation was even true is beyond bad customer service. I should have known during the initial transaction and the extensive time I spent with the original sells guy who was unprofessional and wouldn't look me in the eye that this was going to be bad; but I never would have imagined this. read more
