To whoever,
My significant other was a sprint customer. She purchased a phone through T-Mobile, who became her carrier for the next few years. Recently, she returned to T-Mobile to purchase the "Gateway" which is a home wi-fi device. In the process, a sales rep pitched her an awesome deal to purchase that, along with a new iPhone 14, with a trade in of her current iPhone 11. She was told she had 14 days to return anything she does not like. After testing out the Gateway (Not Recommended), we decided it was no good. The device claims excellent signal yet, it was only producing 5-80mbps. It was terrible. Everything lagged; T.V., phones, laptop, tablet, regardless of whether one device was used or multiple, everything was extremally slow. Being said, the decision was made to return the Gateway. She went to the T-Mobile, located in Billerica MA, and received rude and unprofessional service. Being so upset, she decided she wanted to change carriers, so ended up switching to another carrier that offered home wi-fi as well, for a discount. She spent countless hours on the phone trying to return the Gateway and was finally able to do so. Now that, that was done, she also wanted to return the phone, since she was told she had 14 days. Again, she spent hours and days in and out of the store in Wilmington and on the phone trying to deal with this situation. The manager told her there was nothing he could do so she requested for the supervisor's number. The manager then used "her" phone to call the supervisor, just for the supervisor to tell the manager that she needs to go to the store. Hello? He's calling you on her own phone at the store!!! Now the Manager tells her he will e-mail his supervisor/district manager again and try to request an RMA kit to return the phone which would also result in her losing out on her old phone because it was instantly sent out to the warehouses. During this waiting process we attempted to call multiple support teams. Every-time, the support team asks for the account number and says they can't help because she's a Sprint customer, and needs to call sprint or visit the "store." Then when we call the Sprint team they say, the account is with T-Mobile and that we need to contact them, or go to the "store." We even called the Corporate number we found online and they said they will try their best to help. As soon as we seemed to be getting somewhere, they tell us that they're going to transfer us, just to tell the whole story over and over and over again. One lady even transferred us TO the store, AFTER being told that the store is NO HELP!!! After days of investment, the 14 days are now passed, since she kept being passed around again and again to other support techs, just to get absolutely NO WHERE. Through all of this frustration, she finally had enough and decided to buy the phone out to not have to deal with anymore BS, and to cut ties with T-Mobile completely. Here is where the kicker comes in. After a couple of weeks have passed, she gets charged $50 on her account for the Gateway internet that she is NOTTTTTTT using because she RETURNNNNNNED it during the 14 day trial!!! Again she is on the phone with support and ABSOLUTELY NO ONE can help. After all that, they are going to charge her for internet she does not have, but they are also quick to say she does not have an account because she switched carries! How many times will she have to give her account numbers to someone?? How many times is she going to be passed on from one support tech to another? How many different people does she need to talk to, to find help? No one at T-Mobile can give answers, no one at T-Mobile can help, and everyone at T-Mobile just "doesn't know" and will transfer you to the next person who, "just doesn't know." She even tried to E-mail the apparent owner of T-Mobile, who has not replied, because why would someone so high up in the chain care at all about their customers??? What does it take to build trust, honesty, and decency to you supporters? Can anyone else out there help? Because apparently T-Mobile can't or will not. read more
