| Hi. I am a loyal T-Mobile customer of over 5 years. I recently re-negotiated a 1 yr contract [order ref #175979084] with a customer rep of theirs, named Stacy. I got a phone discount in the deal w/a $100.00 mail in rebate promised,which turned out to be an e-mail app. Anyway,when the phone came I noticed there was no rebate form so I called T-mobile's 611 # and they told me to go to apply at a T-Mobile on-line site for the rebate,which I did,and was promptly denied. I immediately called back the rep at T-Mobile .She,the rep, contacted the site and she received the same info. I was placed on hold as she checked with a supervisor. Then,the chain of suspicious events began to unfold. On returning, her voice took on a quite firm and dismissive tone, and I was told that there never was a rebate offered for that specific phone,at that specific date of my contract re-negotiation. I felt being overcome with the feeling of, now there was "nothing" to talk about. I was now dumb struck, and struggled for words. I asked to speak to a supervisor. The supervisor came on and said,"can I help you"? I said that I was promised a $100 rebate and was told there was never a rebate. She said," that is correct" [long silence]. I struggled again for a support and said,"But Stacy,your rep told me in very plain words that I would receive that rebate". She replied, no she didn't.I saw that this was going to go nowhere and I didn't get suspicious of T-Mobile's broken trust agreement with me,yet..... Normally, I would get mad at this point but, however, I always liked that T-Mobile reps would always thank me for being such a loyal long, and faithful, customer. Maybe you have had a similar experience with T- Mobile. In fact,many times reps have told me it is a company slogan that they take pride in.So,I tried to just get through this.. I asked the supervisor if recorded transcripts are made of customer-employee conversations. She said,"yes". I asked her to check these and she said she would see if it is all as I claim. She told me it would be about 48-72 hrs until they would call me with their findings. I agreed, we ended our call,and I felt much better now that we were going to get to the bottom of all of this.I guess I am lucky. I haven't had much bad luck with my cell phones. The next day I went to use my phone and it said to "enter PUK code". I called a friend and he said it was because I had entered a wrong pin or password,but I had done neither. O.K. This was the weekend, Saturday.I found out I would have to wait till Monday and take it in to T-mobile to be reset. Fine, I would ask them about the transcript findings then,also. Monday morning at the T-Mobile store I was assisted by a very nice and very helpful young lady. We in Texas do pride ourselves on having character and one another to look to. If you need help, ask us,we're Texans. She tried, to reset the phones' PUK code;"several times" in-fact,but to no avail. She worked on it for a good 45 minutes but finally had to call a technologist division branch office. They couldn't figure it out, either. No one could. That fine T-Mobile rep finally called, "upstairs" i.e. "the Big-gies". After she talked to her superiors for what seemed like another 45 minutes,I said,"please ask them what did the transcript review show." She nodded. I was eager to hear what they had to say,and I had begun to get suspicious since my phone went crazy.I was beginning to get a little impatient. After another 2 minutes went past, I hinted,"ask them". She said,"they are going to send you a new phone in the mail and want you to send your old one back." Then she asked them," he wants to know if you have listened to the transcript,yet,and what were the findings." I narrowed my gaze on her eyes,"my" eyes grew-wide and big-gend;in more than "just one" way. I held my breath in. And then the Awful Truth.My suspicions were about to take a big shot forward. She looked away with a tussle of her head,then looked again facing me and said," The investigation is over.They tried to get a hold of you.Your phone wasn't working." I was puzzled. I asked, yes, but what did they find?" Her- "That information is no longer available". Me-"What do you mean,no longer available"? Can't you e-mail me it or maybe I send for a copy,myself? Her-"They say,no,it is no longer available to you,at all. It is gone." And then,she said in a whisper as if only I was meant to hear her,"I'm s-o-o s-o-r-r-y,Mr. K_____." I said to her,they found out I was right and they don't want to give me my $100 rebate". And she nodded! I left,went home,and that night found out T-mobile had just signed a seller-buyer's agreement with AT&T the night before[Sunday]. One needs to be as good as one's word.To hold to one's promise.It is important.It builds and sustains: trust,loyalty,faithfulness,character. A Definition of Public Relations:Public relations (PR) is a field concerned with maintaining a public image for businesses, non-profit organizations or high-profile people, such as celebrities and politicians. Oh,so they mean,such as spoiled brats and arguing little children. Nothing associated with us hard working public.[notice: we are not included in the above,yet.Smile.] P.S. Thanks to the great state of Texas,the American Public who are alert & looking,and, a fine "caring" and looking young lady at T-Mobile store [Smith and Grey,Houston,Texas]: all for sharing their experiences with unfulfilled & non-binding contracts and especially, "genuinely" listening....Vote,you are important! Make your opinions count! Be heard!! Shout it out to the world....... P.S.S Will T-Mobile find the missing transcripts. Stay tuned..... |
