Customer – Courtney Paulding*Company – T- Mobile*Customer phone number * account number...
GetHuman1371423's customer service issue with T-Mobile from October 2018
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The issue in GetHuman1371423's own words
Customer – Courtney Paulding*Company – T- Mobile*Customer phone number * account number – ***-***-*****Relationship – T-Mobile Customer since December of *****Issue – Defected phone*Resolution attempt – Contacted customer service and was referred to Midfield Alabama store to send phone back T-Mobile main office.*Action that initiated this contact – Tmobile represenative saw scratch*small crack on phone and was afraid if phone was sent back. Courtney Paulding would be billed $*** phone to his TMobile account or Tmobile rep could receive charge back to his personal paycheck. *Secondary Issue- Tmobile verifed Courtney Paulding’s phone was under * year warranty** Hi Mr. Leger,* My name is Courtney Paulding and I live in Birmingham, AL. I have been a T-Mobile customer since ****. Please review this letter as I have some concerns about continuing business with your company. T- Mobile’s overall customer service seems to have dropped in the last * years. One of my primary issues with your company is that when I call customer service. The hold time* call back time is generally over ** minutes and has exceeded one hour at times. I also have called and experienced an extreme language barrier with your Philippines call center several times. The experience with that call center also includes important information not being notated on my account.** The last call I made to T- Mobile on **-**-**** consisted of * calls with the Phillipines office that took up over * hours of my day. The language barrier was so bad I was referenced to your Midfield branch in Birmingham,AL. The entire office was very nice and help me contact customer service due to a defect with my phone. My phone was verifed by T- mobile customer service to be under a * year warranty. Due to my phone not lighting when I touch the screen. The customer service agent in your Phillippines location agreed to send me a new phone. I returned to your Midfield T- Mobile store to pick up my new phone on **-**-****. ** Unfortunately the sales rep informed me that he could not exchange my old phone due to a slight scratch* or crack on the phone. He later contacted customer service for me in Birmingham and they recommended I purchase a new phone. The sales rep at your Midfield location was very professional. However he shares that he could not make a decision on the phone. He also indicated that he previously received a personal charge back for over $*** due to a returned phone. Although I respect your employee’s protecting his personal pay. I believe someone should have been able to make a decision to honor the warranty with the very small crack * scratch. Cell phones currently average around $*** but can reach over $*,***. I also totally understand profit and sales. However my personal opinion is that if a phone does not have considerable damage showing. T- mobile should consider honoring warranty. The expectation for a phone to look the same * months later is unreasonable. I lot of my time was spent on this issue with no resolution. If you have any suggestions please call me at ***-***-**** or email me at Courtney. P*****@***.com. Please also reference the mailing information below and a picture of the phone above. Thanks!! *S*********- ORDER NUMBER: S************- **-**** - ORDER DATE: O**-**-**ctober **, **** *EXPECTED*PICKUP DATE *Pick up by ****-**-**T**:**:** **DELIVERY*METHOD *In-Store Pickup **STORE*ADDRESS *T-Mobile *** WEIBEL DR*MIDFIELD,AL *****-****
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