On February 26th I went to a T-Mobile store to purchase a new phone for my son. The store clerk pointed out where the new phones were and my son picked one. It was a Motorola MB200 Cliq. We paid for the phone, went home and within a short time discovered the phone wasn't working. You couldn't hear my sons voice if he called. I was told I could exchange the phone within 14 days if there was a problem. On Friday March 9th, I returned to the store and relayed the problem. The clerk told me they didn't have any more of that phone, I could exchange it with another one but my son really liked the phone, so I said I would call T-Mobile and see if I could exchange the phone with them. Upon arriving back home, I called T-Mobile and they informed me that I could exchange the phone but I would have to wait until the 15th day to do so with them. I said ok, I will call back on Monday the 12th of March. When I was speaking to Customer Service and exchanging info with them, suddenly the operator explains there is an issue with the phone I just purchased. I asked what issue? She tells me the phone was involved in an insurance claim and shouldn't have been sold. She asked if I made a claim on the phone, I said no, I thought I had purchased a new phone. They tell me to go back to the store and tell them to call Retail Support Line if they refuse I should call them back. I went back to the store with the phone and told them that the phone shouldn't have been sold it was involved in an insurance claim, and they should call Retail Support. They refused and told me they didn't say the phone was new, altho thats what I asked for. He also said he is not a T-Mobile Store, to which I replied you are listed under T-Mobiles store locator, this is a T-Mobile bag, the signs are T-Mobile! I tried to call Customer Service again while in the store but the operator couldn't understand the situation even tho the previous rep said she was writing notes on my file and any operator could help.
Now the manager or clerk in the store says he will give me my money back but can't reverse the contract and even if I give the phone back I won't be able to get a phone from anyone else. He writes on my paperwork return March 3rd and tried to call customer service to reverse the contract, I guess. He said he could do it but it would take a couple of days. I said just give me the phone back, and he takes it to the back room and tells me they are going to fix the microphone. I wait a half an hour before they bring me the fixed phone back and when I give it to my son, my son informs me its a different phone. Now the phone that they gave us has polish voice mails. I am not Polish, neither is my son or family. I don't know whose phone he gave us this time. But I just wanted to get out of that store. When I got home I again called Customer Service to explain what happened. Another rep, repeat the whole story again, and she tells me there is nothing they can do for me. I asked her, doesn't this store represent your company? Isn't it wrong to sell phones involved in insurance claims? She didn't know. I am so angry that I had to waste all this time to just get a phone. Whether or not this phone works or doesn't work, at this point I will never go into a T-Mobile Store again. This person misrepresented the phone initially and blatantly lied about fixing the phone. I used to be a very happy customer but if this is the kind of service you are providing, I will not be renewing any more contracts.
your best move would have been to contact the local bbb,
police, ag with the knowledge from t-mobile that the phone
was involved in an ins claim/fraud.