We began our internet and phone services with T-Mobile sometime in late September or Early October, and from the start the service has been unacceptable. Our internet repeatedly disconnected in the middle of movies and baseball games, and our television picture was blurry most of the time. Because of these ongoing issues, we contacted T-Mobile numerous times from the first day of service, both by phone and in person at the store.
We went to the White Sage locations, and due to the problems we were experiencing, we were given a “mobile bag” that included two T-Mobile glasses, a grill kit, and two SyncUp Trackers. I explicitly told the sales representative that we did not need the SyncUp Trackers because we already use Apple AirTags. He insisted that we take them, stating they were gifts and that we would only have to pay a little over $1 for service.
I find it deeply offensive that T-Mobile representatives appeared to believe they could take advantage of two senior citizens. I am a private investigator, have owned my company for over three decades, and I am well aware of unethical business practices. I would never treat my own clients the way we have been treated by T-Mobile.
I attempted to return this equipment on October 30. Sales Representative ****559 took back other equipment but refused to accept the SyncUp Trackers, telling me instead to sell them or give them away. These devices have been sitting unused on my desk ever since. Additionally, I attempted to contact T-Mobile customer service by phone several times, only to be disconnected. I later discovered that T-Mobile charged me $78.27 for the two SyncUp Trackers. The two I attempted to give back.
I then went to the White Sage store (AGAIN) and spoke with a salesperson who told me I would have to pay a restocking fee and showed little interest in helping resolve the issue. When I attempted to speak with the Assistant Manager, Claudia Gonzalez, the same salesperson repeatedly interrupted me. Ms. Gonzalez did not intervene or ask him to allow her to handle the situation, forcing me to ask him to stop speaking so I could finish my explanation. This behavior would never be tolerated in my own business.
When I expressed dissatisfaction with the lack of resolution, Ms. Gonzalez told me that she would talk to another manager the next day or I could give the SyncUp Trackers away as “stocking stuffers,” while three other sales representatives laughed. I found this comment highly unprofessional, inappropriate, and dismissive. There was nothing humorous about the situation. She never called me back as promised,
If these SyncUp Trackers were truly provided “for free” as a goodwill gesture for poor service, then I should never have been charged for them. I have made two good-faith attempts to return these devices, and T-Mobile has refused to accept them.
In summary, T-Mobile’s service has been unreliable, and the customer service at Store 470G has been unprofessional and dishonest.
