We had been having coverage issues with out T-Mobile phone service, so we went to a T-Mobile authorized dealer, 2BWireless in Sierra Vista, AZ. They explained that because our handset was old we may want to upgrade to one that gets better reception. That sounded like a reasonable idea so we bought a new phone. When we returned home the service was not any better, if even somewhat worse. We contacted T-Mobile technology department who said they would have the engineers look at the service and to give them 72 hours, well after 5 days the service was no better.
We then decided to look for a carrier with better service in our area. At this time since we were within our 14 day return time we took the phone back. We were told there was a 20% restocking fee (awful high in my opinion), but that the reamining price of the phone would be refunded. After waitig 5 business days the refund had not been credited to our checking account. So a representative from T-Mobile called the store and was told that we only returned the phone and the charger, not the packaging or the manuals so they could not process the refund.
Well, when we returned the phone they took the phone and charger, nothing was mentioned about the packaging or manuals, except by us when we told them we did not have the box because we needed to cut it up to get the rebate offer. The store employee (name unknown as they could not "find" their name badges that day), did not lead us to believe this was a problem.
Anyhow, we returned once again to the 2BWireless to see if the issue could be resolved. The employee at the store said there was nothing he could do, that we would need to speak to a manager, but the employee did not know when the manager would be in or how to contact him.
We left a message for the manager to call and as of yet have not received a call back, great customer service huh? Also later in the day we called back to see who was in charge of 2BWireless at that location and were told they could not give out that information, that once again we would need to speak with the elusive manager. We then asked for the employee's name that we were speaking to on the phone and he just up on us.
I understand T-Mobile cannot help us as this is an authorized delaer and would like people to know we hold no ill will against T-Mobile, only who they choose as "authorized dealers", in this case 2BWireless and the employees of 2BWireless.
So at this time 2BWireless has our money and our phone and have been extremely uncooperative in resolving the matter. I would advise anyone considering doing business with 2BWireless to be extremely cautious about making that decision. They are very rude and inconsiderate of the consumer.
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