Beware of t-mobile gouging

rob.james.arias

macrumors regular
Original poster
Apr 20, 2015
247
296
So I spent a good hour calling every t-mobile store in my area to find a phone for my wife since hers is back ordered. To my immense joy and surprise I found a local store with a 128gb in stock and set off to purchase it. The store rep informed us due to high demand and low supply the only way I could purchase it was if I also rolled in the "accessory bundle" for the low low price of only an additional $7 per month. Essentially adding $126 to the cost of the phone. Unacceptable I thought to myself. How can I be forced to buy an accessory package?

I was so taken by this blatant gouging attempt I called the toll free customer service line. The rep agreed she did not believe this to be correct and she called the store and conferenced the in store sales rep with myself to see what the confusion might be. The in store rep asserted that his "boss" informed him this was the only way they could sell the last two phones they had...

Long story longer, I hopped on twitter to express my frustration to @johnlegere. Within moments I received a direct message. The end result:







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Applejuiced

macrumors Westmere
Apr 16, 2008
40,650
6,403
At the iPhone hacks section.
Those are well known scams that many carriers stores at various locations try to pull in order to capitalize on the high demand and boost their accessory and other sales using shady tactics like that.
A few years back my local AT&T store was telling people that customets need to purchase a case or charger in order to buy their limited supply iPhones they had in stock. It's a shame trying to take advantage of people.
 

rob.james.arias

macrumors regular
Original poster
Apr 20, 2015
247
296
Just cancelled my other order. Going to cancel service tomorrow and go to the carrier we had before. They might be more expensive but they never would have pulled this type of unethical dealings with a customer.
 

shook187

macrumors member
Sep 21, 2014
36
23
Just cancelled my other order. Going to cancel service tomorrow and go to the carrier we had before. They might be more expensive but they never would have pulled this type of unethical dealings with a customer.
Just go to another store and stop crying about it... your experiences at one Store doesn't necessarily represents T-Mobile and what goes on in other stores.

I'm not saying what they did was right but if you really wanted the phone you could've just bought it and return the accessories the next day.
 
Last edited:

bufffilm

Suspended
May 3, 2011
4,226
2,496
Just go to another store and stop crying about it... your experiences at one Store doesn't necessarily represents T-Mobile and what goes on in other stores.

I'm not saying what they did was right but if you really wanted the phone you could've just bought it and return the accessories the next day.
Why should he even have to buy them in the first place? (A rhetorical question.)

Gotta tip your hat off for him standing up in what he believes in.
 

vdor

macrumors member
Sep 15, 2016
68
37
Just cancelled my other order. Going to cancel service tomorrow and go to the carrier we had before. They might be more expensive but they never would have pulled this type of unethical dealings with a customer.
Just a word of advice, every carrier store (and especially their authorized resellers) do this. I've seen it and have experienced it first hand with Verizon, Sprint, and T-Mobile. Don't be so naive to think only these particular T-Mobile employees are guilty of this.
 

lordofthereef

macrumors G5
Nov 29, 2011
12,869
3,406
Boston, MA
You are free to absolutely do whatever you want, but when I lived in Iowa and had ATT they tried to pull the same thing with the iPhone 3GS with me. I simply drove the hour to the Apple Store and bought it there (the only two options back then).

It sounds like the sales person was wrong and even the online chat proved that to be the case, unless I am misunderstanding what I am reading. There's little anyone online, on the phone, or even the CEO can do for you in the moment. If they refuse to sell something to you, they refuse to sell. The online rep did try to make it right with a $50 credit. Unfortunately they can't sell you a product that Applenhasnt sent them.

We got my wife a phone on launch and weren't forced into anything like this. I am confident there are tens of thousands of other customers that fit that description as well. Writing off an entire company for this one situation seems a little knee jerk to me, but again, go with the provider you are happiest with.
 

zsufi

macrumors newbie
Oct 10, 2016
3
6
You were offered a $50 bill credit as a gesture, the delay in Iphone shipments is not the fault of Tmobile rather there seems to be a backlog for all carriers. If you truly want the phone why not get it from Apple Store and still use your Tmobile service? You can check istock.com and see which stores have the phone you want. The regular 7 is in ample supply at the moment, but even Apple stores rarely get the 7 Plus, and when they get it either 32 or 256gb versions and no black at all.
 

ANTAWNM26

macrumors 6502a
Jun 14, 2009
961
232
Just go to another store and stop crying about it... your experiences at one Store doesn't necessarily represents T-Mobile and what goes on in other stores.

I'm not saying what they did was right but if you really wanted the phone you could've just bought it and return the accessories the next day.
Your exact attitude is why they keep getting away. He done the right thing he reported it
 

upnorth85

macrumors 6502a
Oct 2, 2011
566
163
MN, USA
I have been with T-mobile for 12+ years. I do not recall ever buying an iPhone from T-mobile. They lock it and then I have to call to get it unlocked after some 60 days of service as I recall. I buy an unlocked one from Apple directly. That said, note that many T-mobile stores are not company owned stores and there is a limit to how much T-mobile can push franchisees. Among all of the wireless companies, I feel T-mobile is the most ethical of the lot. I also have a business line from Verizon and have been with AT&T long time back. I am most comfortable with T-mobile. But as a consumer you are free to leave T-mobile. That is your choice and right.
 
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Eradik

macrumors regular
Jul 10, 2011
130
10
Pacific Northwest
While this is highly unethical, if you ever do run into this issue again in the future, just agree. Buy the accessories. Smile as you do it. Come back tomorrow or go to another store and return the accessories. The rep will lose the commission (on the accessories, unfortunately not on the phone itself) and you'll get a full refund.

Again, not excusing the behavior, but this would be what I would do if I really wanted the phone.

And I've seen this happen with AT&T in the past. It's bad reps, not bad company culture.
 

rob.james.arias

macrumors regular
Original poster
Apr 20, 2015
247
296
Just go to another store and stop crying about it... your experiences at one Store doesn't necessarily represents T-Mobile and what goes on in other stores.

I'm not saying what they did was right but if you really wanted the phone you could've just bought it and return the accessories the next day.
There isn't a store in 75 miles that has another unit in stock. I just don't fancy being dealt with in a dishonest manner.
[doublepost=1476841322][/doublepost]
Just a word of advice, every carrier store (and especially their authorized resellers) do this. I've seen it and have experienced it first hand with Verizon, Sprint, and T-Mobile. Don't be so naive to think only these particular T-Mobile employees are guilty of this.

I am sure it happens all the time, across multiple providers, I just chose to stand up to it this time. If more people stood up for themselves maybe this would happen less often? I don't think I am being naive, just over the ongoing t-mobile abuse. This is not the first less than desirable experience I have had with them, just the straw that broke the camels back.
 

WaveGOD

macrumors newbie
Sep 23, 2016
6
3
This doesn't have to do with the store or with T-Mobile. It's the specific employee you dealt with. I have a few friends who work for T-Mobile and they've explained to me the pay structure. It's commission based with high payouts for accessory attachments, protection plan attachments, adding new lines, and a few other metrics.

The employee basically had the attitude of: "I'm gonna make the most out of these last two high attach-rate phones and manipulate this gullible customer so I can boost my commission". He didn't expect you to call his bluff and when you had a rep call the store I'm sure he almost pissed himself and then he became just the guy following bosses orders who doesn't really know much.
 

ANTAWNM26

macrumors 6502a
Jun 14, 2009
961
232
This doesn't have to do with the store or with T-Mobile. It's the specific employee you dealt with. I have a few friends who work for T-Mobile and they've explained to me the pay structure. It's commission based with high payouts for accessory attachments, protection plan attachments, adding new lines, and a few other metrics.

The employee basically had the attitude of: "I'm gonna make the most out of these last two high attach-rate phones and manipulate this gullible customer so I can boost my commission". He didn't expect you to call his bluff and when you had a rep call the store I'm sure he almost pissed himself and then he became just the guy following bosses orders who doesn't really know much.
Huh? If anyone employed by any company wether they do good or bad it represents that company period.
 

rob.james.arias

macrumors regular
Original poster
Apr 20, 2015
247
296
Huh? If anyone employed by any company wether they do good or bad it represents that company period.
This is what I teach my team. In particular I teach teach the leadership in my company that their respective teams performace is a direct reflection of our company. The guest interactions at the ground level of our organization is what defines us.
 

LRXSE7EN

macrumors member
Sep 20, 2016
60
37
Just cancelled my other order. Going to cancel service tomorrow and go to the carrier we had before. They might be more expensive but they never would have pulled this type of unethical dealings with a customer.
I don't think you should take it that far. Stuff like that isn't really shady things the carrier is doing, more so the store manager of that particular store you visited. The store you went to was most likely a third party retailer. It's best to avoid those stores because they tend to upsell you a lot more than corporate stores. Also their store policy may differ from corporate stores due to said store manager. They can do things like that.

I've had horrible experiences myself with T-Mobile; I even know more than the actual employees (lol I might just apply for T-Mobile myself) I literally just came back from fixing an issue the sales rep made on my account.

But anyways, you should take the $50 bill credit and just not go to that store anymore, always go to a corporate store. (I'm assuming that was a third party retailer you went to based on what they tried pulling)

By the way, are you on JOD? They also tend to have issues dealing with JOD customers because they don't get a commission off us lol (just looking at their face when they realize i don't have to pay a dime, it's priceless :) )
 

Applejuiced

macrumors Westmere
Apr 16, 2008
40,650
6,403
At the iPhone hacks section.
Just cancelled my other order. Going to cancel service tomorrow and go to the carrier we had before. They might be more expensive but they never would have pulled this type of unethical dealings with a customer.
Trust me they all try to pull shady things like that at local carrier stores. Some locations are not corporate but resale agent stores that franchise and get paid commission by sales. It's not only T-Mobile with similar practices just so you know.
 
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vdor

macrumors member
Sep 15, 2016
68
37
I am sure it happens all the time, across multiple providers, I just chose to stand up to it this time. If more people stood up for themselves maybe this would happen less often? I don't think I am being naive, just over the ongoing t-mobile abuse. This is not the first less than desirable experience I have had with them, just the straw that broke the camels back.
Got it, I can understand that.
 

WaveGOD

macrumors newbie
Sep 23, 2016
6
3
Huh? If anyone employed by any company wether they do good or bad it represents that company period.
If that was the case, every company would be bad because every company has it's "bad" employees. What would define T-Mobile is how they respond to OP's complaint and discipline that employee. The point is, OP will do just as much by going to a different T-Mobile store because the other carriers are commission-based also which presents just as much incentive for individual employees to exploit the customer.
 

rob.james.arias

macrumors regular
Original poster
Apr 20, 2015
247
296
I don't think you should take it that far. Stuff like that isn't really shady things the carrier is doing, more so the store manager of that particular store you visited. The store you went to was most likely a third party retailer. It's best to avoid those stores because they tend to upsell you a lot more than corporate stores. Also their store policy may differ from corporate stores due to said store manager. They can do things like that.

I've had horrible experiences myself with T-Mobile; I even know more than the actual employees (lol I might just apply for T-Mobile myself) I literally just came back from fixing an issue the sales rep made on my account.

But anyways, you should take the $50 bill credit and just not go to that store anymore, always go to a corporate store. (I'm assuming that was a third party retailer you went to based on what they tried pulling)

By the way, are you on JOD? They also tend to have issues dealing with JOD customers because they don't get a commission off us lol (just looking at their face when they realize i don't have to pay a dime, it's priceless :) )

I'm inclined to agree with you at points. I took it this far because of how many issues I have had ongoing. At some point I have to say enough is enough. If I continued to accept this type of interaction it only reinforces poor behavior. I am on JOD btw..
 

ANTAWNM26

macrumors 6502a
Jun 14, 2009
961
232
If that was the case, every company would be bad because every company has it's "bad" employees. What would define T-Mobile is how they respond to OP's complaint and discipline that employee. The point is, OP will do just as much by going to a different T-Mobile store because the other carriers are commission-based also which presents just as much incentive for individual employees to exploit the customer.
Smh. Ok
 

rob.james.arias

macrumors regular
Original poster
Apr 20, 2015
247
296
If that was the case, every company would be bad because every company has it's "bad" employees. What would define T-Mobile is how they respond to OP's complaint and discipline that employee. The point is, OP will do just as much by going to a different T-Mobile store because the other carriers are commission-based also which presents just as much incentive for individual employees to exploit the customer.

I believe you are both correct in certain aspects. I certainly agree with the response being extremely important. A company is not always defined by a single employee or small group of emplyees, from a broad perspective. However a company can be defined by repeated lapses in excellence at any level. Look at Wells Fargo for example, there are far more excellent employees than the bad. The current perception of Wells Fargo as a whole right now reflects the lessor of those two groups.
 

ANTAWNM26

macrumors 6502a
Jun 14, 2009
961
232
I believe you are both correct in certain aspects. I certainly agree with the response being extremely important. A company is not always defined by a single employee or small group of emplyees, from a broad perspective. However a company can be defined by repeated lapses in excellence at any level. Look at Wells Fargo for example, there are far more excellent employees than the bad. The current perception of Wells Fargo as a whole right now reflects the lessor of those two groups.
Exactly what I was trying to drive home. But to tired to go into great detail
 
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LRXSE7EN

macrumors member
Sep 20, 2016
60
37
I'm inclined to agree with you at points. I took it this far because of how many issues I have had ongoing. At some point I have to say enough is enough. If I continued to accept this type of interaction it only reinforces poor behavior. I am on JOD btw..
That's understandable. I too had many issues with T-Mobile because the employees don't know anything. It even went as far as the manager of a CORPORATE STORE looking at me stupid acting like she knows what she's talking about and I don't. I told her I wanted to use my lifetime guarantee to return my phone and the whole staff was confused, I had to give them a rep to talk to so she/he can explain to them their own policy, it was pathetic.

Point being, no matter what carrier you go to, there's always going to be that 1 store. I just wish there was action being taken. As for your situation, I suggest giving them one more try however try a different store or even better just strictly deal with them over the phone next time. and NEVER go to a third party retailer. They're always full of greedy people trying to upsell and exploit customers.

And for anyone reading this post wondering about the lifetime guarantee. Basically upon opening a JOD line, within 30 days if you aren't satisfied with the device/service you can return the phone and cancel out the line and get a FULL refund for the phone and service, no restocking fees, no questions asked. so this is basically an upgraded version of the 14 day buyer's remorse.

(after 30 days the terms switch up though, instead of returning the phone you'll have to keep it however you don't have to be tied to their service, they will unlock the phone for you to use with another carrier while you keep financing the phone itself)
 
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