Where do I start with this. I called customer service a few nights ago and asked them about my ETF fees because I hate my phone that bad. I then started discussing with them, t-mobiles ETF payment deal. The customer service rep stated that since I had been a customer for so long, she would help me get an early upgrade since it's my phone I hate. (used to love verizon service). Since I didn't know which phone I wanted, she told me to hop online, take a look and call back so that is what I did.
I contacted chat. Chat support agent said there is no way to do this that I am not eligbiel for upgrade. OK, so I decided to call.
Well when I called in, the next agent told me that I am not eligible for upgrade (I knew that) and I would have to wait. When I told him what I had been told the night before, he stated that there is no way to do that. I reiterated that I had been told they were going to do it for me, the night before. He stated that there just is no way to do that. I asked for a manager.
Manager comes on the line. I explain the situation to him. He states that there is no way to do it. He said there must have been some miscommunication. I said, no, this is what I was told. He said, I am going to do this for you but remember this is a one time shot. I told him I understand. He asked which phone I wanted and I told him S5. That was fine and then he quoted me the price. I told him the phone was supposed to be on sale for 50% off. He said that this was internet only even though this is being splashed all over every verizon TV commercial I have seen. I agreed to this. I also opted to pay for overnight priority shipping.
When we discussed shipping, I made it clear that I need to have the phone shipped to my work address. He said "no problem and took the address". When I got the shipment notification, it was going to my home. I called in immediately and the girl tried to contact fed ex, but they were closed.
I hopped on chat the next morning and asked to have this re-routed. They said I would need to contact fed ex myself. I know that is not true, so I called customer service. The nice guy there was able to get the shipment, rerouted to me, supposedly. We will see what happens. So to sum it up:
First phone support agent must have promised something she couldn't do.
I only wanted to know my ETF's so I could switch due to this piece of junk phone
Chat support is absolutely useless
Phone support agent incenuated that I am a liar.
Supervisor, I still believe lied about the pricing.
Supervisor didn't listen to shipping address and cost me a ton of time trying to get the phone routed to the right address
I am still thinking about taking my money to t-mobile while they are paying ETF's.
I couldn't believe this service and for the money I pay, I expect to be treated appropriately. I will not call back in. The next issue I have is going to result in my movement to another carrier, regardless of ETF's. I am still looking for a way to contact corporate with this.
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