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T-Mobile Untrained Salepersons and T-mobile Lack of Responsibility for problems Albuquerque New Mexico
To Whom It May Concern:
I purchased my T-Mobile Dash phone back in November of 2007. When I called to purchase a phone, the gentleman selling me the phone encouraged me to purchase the Dash, telling me it was just as good as the blackberry curve and worked the exact same way. I informed him that I needed this phone for a new job which was the ONLY reason for my purchase. Once I started my new job mid January 2008, IT Dept set up my dash to receive my incoming emails.
After about a week of not receiving any emails, I called T-Mobile support. They signed me up for a plan which would allow me to receive those emails. After another week of not receiving any emails, I called back. I was instructed that I would have to check with my IT Department at my place of employment. I checked with my dept and they informed me that everything was set up correctly. We have 20+ blackberry phones here which work fine on a daily basis with incoming emails as well as several I-phones which work fine.
When I purchased this phone I purchased it with a specific reason in mind. The gentlemen who sold me the phone obviously was not aware of what he was selling. After doing some research on both phones, its quite obvious they don't so exactly the same things. They don't even run on the same servers as well as many other things which are done differently.
One week after I purchased the phone it stopped working for 2 days and I was informed that the only way I could get a new phone was to pay for one and I would get a refund within 3-4 weeks. I'm a single mom, I don't have the funds to spend $600.00 on phones and wait to get a refund three weeks before Christmas.
I feel as though because I purchased this phone under the impression it would do what I needed it to do, and it doesn't that T-Mobile should make good on what their sales associate said. If he had simply sold me the blackberry, which at the time was the same price, and is what I had wanted in the first place, I wouldn't be where I am today. Out $250.00 with a phone that doesn't do what I need it to do for a job that expected me to have this resource.
I've spoken to customer service and despite the fact that I've lost 300 contacts, had all of my emails deleted from my office outlook and have a phone that does nothing that I was SOLD it would, they state there is nothing they can do for me. How is this possible? I've been a customer with T-mobile for years, I have 3 two-year contracts with your company. Why should I be forced to spend $300+ on a new phone? This is very frustrating to me as a customer that your company will not simply say hey our salesman made a mistake and good customer service says we should make it better I'm not asking you to refund me my money, I'm even willing to pay $100 for an upgrade to the blackberry curve.
I just feel like exceptional customer service means make your customers happy. I don't feel as though I'm being unreasonable in asking that you make the situation whole again due to an error on your customer service/sales agents part.
Melissa
Amesbury, Massachusetts
U.S.A.
1 Updates & Rebuttals
Destructo
Stuarts Draft,Virginia,
U.S.A.
Melissa
#2Consumer Comment
Wed, March 05, 2008
"They don't even run on the same servers as well as many other things which are done differently."
I currently work for another PCS company, and it's really not as simple as you may think. For example, when using a Blackberry, what many sales personnel don't tell you is that you require a "Blackberry Package". These packages range anywhere from an extra $29.99-59.99 onto your REGULAR plan. So, if you're paying $69.99 for your regular plan, and paying $29.99 for the Blackberry package, simply because you own a Blackberry, you'd be paying over $100 a month for a PCS phone. The reason for this is because RIM, the manufacturer of the Blackberry, furnish servers to run their phones "on". They give you a free email address, and so on, but it's really not worth it. Is the Blackberry a good phone? Yes, it's definately top-of-the-line, but not worth the extra $29.99 in my opinion.
So, technically, T-Mobile sold you on the CHEAPER phone, in both retail price and monthly service fees. You can get email working on the Dash, but it's as if you've already given up. You can address it with corporate in a formal letter, and I can assure you, they'll address it in a matter of days.