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Comment on "Mobile Phone Buying Experience"
by Irina — Sep 06
On August 26 a representative of T-Mobile ( Her name is Mayra at 796 Northridge mall in Salinas T-mobile store ph 831-443-3552) sold me three plans and three phones. One of the features promised was Europe calling plan that would allow me to call Russia for 7c per minute. I have old father in Russia and call there very frequently. When Mayra gave me paperwork I noticed that no Europe plan was mentioned. I asked her about it. She replied that I can call customer service and add it myself. I assume she forgot to add it. I asked her to add it herself as this plan is important to me. She called someone in front of me and told me that it is taken care of.

When I came home I noticed that the phones had switched numbers in the paperwork. The international plan was supposed to be for my number. I did not want to use the wrong phone to call Russia and get higher charges. I called customer support to find out which phone out of three can call Russia for 7c per minute. The representative told me that I do not have a European plan. In fact there is no such thing at T-mobile and to call Russia will cost me $1.64. With the amount of time I spend talking to my father I would acquire enormous charges.

I felt lied to and the next day I went back to that store to return the phones and cancel the plans. Mayra was not there and Jesus was helping me. He promised that I will be refunded the money I paid for three phones. He stated in writing that it will take 3 to 5 days for me to get the refund. I used debit card.

No refund was made. I called customer service at T-Mobile (1-800-296-1018) to follow up on my refund. Customer service representative told me that refund had to be made at the place of purchase and that the representative at the store had to swipe my debit card and refund my money at the spot. He also told me that T-Mobile has nothing to do with that refund and I had to deal with the store only. What he told me was different from what Jesus (the store representative) told me. According to Jesus, the store does not refund money, the “main T-Mobile” does.

1. I complain that the T-Mobile representative sold me three plans and 3 phones promising Europe calling plan that does not exist. It costs $1.64 instead of promised 7 cents per minute to call Russia.

2. I complain that I can not get promised refund back as T mobile customer service tells me they do not deal with refunds and I have to get refund from the store on the spot. The store representative tells me that they do not do refunds, the main T-Mobile does and I need to wait for the money to appear in my bank account.

3. I was not given the headquarters’ number.

4. T-Mobile representatives (stores) give conflicting information. It feels that they are little kingdoms fighting with each other over customers. Sad experience.
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