This is my complaint e-mail to Mobile 1 (made story friendly).
On Monday July 7th I went into the Mobile1 location on 16 and Van Dyke to see if I was eligible for an upgrade on my phone. When I went it I found out that I was. So I purchased the Samsung t429 slider phone. I explained to the sales associate (I am leaving her name out) that if I did not like that phone that I would bring it back and exchange it for another phone, preferrably the Motorola W490. After a couple hours of using the phone, I realized that I do not care for any of the features on the phone. I came back to Mobile1 to exchange the phone. The associate then told me that they did not have the black Motorola W490 in stock. For such a popular phone (as I was told) one would think they would have ordered extra, but as someone who worked in many retail places I understand that it happens.
After she told me they did not have the phone, I asked if there were any other locations that I could go to. Ali told me that there were stores in Redford and Taylor, and that they were actually the center point of the stores. Naturally I am not going to go all the way out to those places. When he said that I realized that he had not told me the entire truth. I worked in Lakeside Mall for many years and I know that there is a location in the mall. I thought he was just trying to get my business at his location. I then tried to exchange my phone at the 14 and John R location, and the man behind the counter told me that I could not exchange the phone at that location, and that I would have to go back to 16 and Van Dyke.
I have worked in different types of retail for many years, and that is the first time that I have ever heard of not being able to exchange an item at another store. What makes Mobile1 stand above the rest of the retail industry that a paying customer can not make a return at a different store?
After that I called 16 and Van Dyke to see if that had received the phone that I wanted, and they told me they had not and to wait until Friday. That was on Wed the 9th. Today the associate called me to tell me that I had to wait until Tuesday or Wednsday of next week. Why in the world do I have to wait over a week for a phone that could be easily picked up at another store? That is how it has always been done in retail. I would have gone myself (and I did) to get the phone. No one would have had to do any extra work.
The bottom line is that I have never received such horrible service from a company before. This is actually my first time ever sending a complaint letter, that is how upset I am over trying to get a simple phone. I am not even asking you to do anything for me, because I simply do not need anything. Once I get my phone I will be done with Mobile1. I will tell other people about my experience and I will suggest to them that they just go straight to a T-Mobile location instead. I do hope that they come up with a new system that is more customer friendly.
*Update*
I went in Tuesday with my phone to exchange it (since I had called Monday and was told that their shipment was coming on Tuesday), and sure enough they did NOT receive their shipment, and I was told to come back on Wed. I was livid. I did not have a choice though, so I left (when the girl "apologized" I snapped back at her "It's ok I am used to it by now").
After I got off work today, I called the Mobile 1 store to see if my phone was there. The stupid girl that I talked too told me her boss was in a meeting and that she would text message him and then call me since she still had my number. Well if anyone looked at my phone, they would see I have no missed or received calls from them. So now it is going on Thursday and I have nothing. I only have 14 days to exchange the phone (although I can promise heads are going to roll this weekend) and that time has been spent waiting for a phone. Also, they charged me 18.00 for upgrading my phone... But I have been using the same damn phone.
You know what really pisses me off? They did not even seem like they were worried about the packages not coming. If I were waiting for a package that I needed I can promise that I would be calling DHL EVERYDAY 5 times a day to make them get that package to me. I have had to do it before with UPS and FedEx. These people are ignorant, and treat you like junk. To anyone who has TMobile... Just go to the TMobile locations instead of the Mobile1 locations. I promise that your life will be so much easier. I have done both, so believe me I know.
0 comments