Police Called After Being Threatened by a T-Mobile Employee
This is the Story About an Out of Control T-Mobile Employee.
While in a local store on May 29, 2011, we were approached by T-Mobile employee Carl*. I wished to add a line to my current plan for my husband. After speaking to Carl and deciding on a plan costing $109, he then began talking about cellphones with us. The T-Mobile employee said he would be able to price match the G2X with Radio Shack for $99. Sounds like a great deal, right?
I regrettably signed paperwork with a price clearly stating $105.98. Carl repeatedly stated this would be our monthly bill. A day or so later, while reviewing our plan online, it totaled over $160. We called and visited the store.
The first visit, we were told by Marissa*, Andy* was the manager and he would call us on Sunday, May 23rd. That call never came. I decided to call him and proceeded to explain our dilemma I was told there was nothing he could do until I visited the store and he looked at our signed contact.
Once we visited Andy at the store on the same day with contact in hand. We were told by Andy, he was the store manager however, there was nothing he could do.
There's Nothing I can do.
At this time, I requested to cancel my lines. He dialed customer service. During this time he returned my phone, a G2X, which had already began to act up. After speaking with customer service, they corrected our bill and apologized for the store. Andy then sold us another phone for the same price.
A week later, my phone began rebooting its self for no reason. I called customer service (May 26th), Tony* placed an order for a replacement phone. Two days later, the original phone stopped powering on. With the new phone having an estimated arrival of June 7th. Customer service advised me to visit the local store.
On Memorial Day, May 30th. We entered the same store in question. At this time Earnest* assisted us. He told us there was nothing he could do to replace my phone. He could provide a loaner phone for $250. A basic non-smartphone. My husband and I decided against this and headed toward the door to leave.
As we were leaving, with no one in store except for the two of us and two employees. I stated, "this is unf***ing believeable." This was only stated to my husband and was not directed to the store employees. At this time, Lonnie*, bolted from behind the counter and began to bellow for us to leave his store right away.
We were already on our way out.
He held the door open and shrieked as loudly as his vocal cords would allow, "get out, get out of my f***ing store!" Lonnie is a short and stocky yet muscular guy. He left little room for us to exit between him and the wall. Myself and my husband uttered we were leaving but he first needed to get out of the way. Earnest, the other store employee also instructed Lonnie to move so we could leave.
Lonnie refused, he then left the door and started howling in our faces with his fists pumping the air. My husband and Lonnie exchanged words. Carl, the original employee, then entered the store to begin his shift. Lonnie stated, "I have to punch out, I have to punch out, I'm going to kick his as*."
Both Earnest and Carl told Lonnie to stop, a fight isn't worth his job. We then told all three employees we were calling the police since we were threatened by Lonnie. We also informed them we were not leaving the store until the police arrive. The inside of the store is equipped with security cameras whereas the outside is not.
Lonnie relocated behind glass doors in the back of the store, he then exited and gawked at us from behind the counter.
Once the police arrived, we exited the store and explained the situation. A police report was filed.
I again called customer service, who overnighted another phone to me in addition to the one already beingshipped. I returned the broken phone to another store location on June 1st. Jessi* was very helpful and apologetic for the other stores behavior. She was in awe as to Lonnie's behavior.
She dialed customer service after I told her I wanted to cancel my account.
Upon speaking with customer service, they declared, I could cancel the newly added line without a charge. However, my original line would incur an early termination fee of $250. I told the representative, I no longer wanted their service after being threatened by an employee of T-Mobile. She told me, there was nothing she could do, as they didn't have the ability to wave fees.
"Nothing I can do" seems to be a staple of T-Mobile.
I then told her to continue cancelling the line but I will not be paying a fee after the poor customer experience. I also don't believe we are responsible for paying the bill since I was unable to use my phone for most of the contracts duration.
I was told to write "return to sender" on each phone box once I received them. To which I did, I have also received email confirmation of the phones return.
I have yet to hear from T-Mobile in regards this incident.
Come to find out, Andy is not the store manager afterall and we never made contact with the actual manager. Great job, T-Mobile.
We have since moved our services to Verizon. So far, so good. Excellent customer service.
Oh, and their 4G truly is 4G!
* All names have been changed.
T-Mobile representative Victoria, has directly defended the actions of T-Mobile employee Lonnie. She has also declined my refund for the last month of service despite the fact of being unable to use my phone due to phone failure. I am/was only two months shy of my contact. Due to the actions of said T-Mobile store, the final two months simply could have been waived. I will never use T-Mobile services nor recommend their poor customer service to anyone. Never in my life, have I dealt with such a poorly run company with such disregard to their customers.