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Carrier T-Mobile Pre-Order Hell (UPDATED: Not so hellish)

Mikey44

Mikey44

macrumors regular
Original poster
Mar 6, 2012
167
557
T-Mobile has ROYALLY screwed up my preorder/order.

I called on the 10th of September to place a pre-order. I'm on a family plan with my parents who live in Utah, and I live with my wife in California. So placing the order online wasn't an option for us.

The gentleman I spoke with was part of their Spanish team (I'm sure it was an all hands on deck type of day.) We wanted to take advantage of the pre-order deal, my wife has an iPhone 6 and it seemed like a good way to do it.

Unfortunately, despite confirming my email address 3-4 times with him, he still put my email address in wrong. One measly letter.

I called to find out about this order the following Friday, never heard anything, never got any information. Apparently they cancelled the order. So needless to say, after spending 2+ hours on the phone I'm upset.

I decided to take me and my wife to the store to place the order in store, so we go in and do the order in the store, on the 17th. We did everything, the guy even had me sign into the computer to sign the EIP agreement. Which I did, right there, in store.

We leave, I think everything is all hunky dory. 3 days later I get an email indicating that the EIP agreement has expired. WTH!!

I again call into to T-Mobile, and am told that I have to place the order again. The problem is that they didn't tell me that the deal had changed at this point. You have to switch plans to the T-Mobile One plan in order to get the free phone.

I went back into the store, talked to the guy who helped me out Saturday, he calls in, and they apparently can't do it any more unless we change plans. My father doesn't want to change plans. Plus, we just switched to the Simple Choice plan last year I think, and we have been with T-Mobile over 11 years.

So we call the Account Specialist/Account Cancellation team, and apparently not even THEY can honor it. I'm super disappointed with the hell I have had to go through because of T-Mobiles mistake.

The only offer that they can make me is that I now I have to pay $335 more than we would have had to pay had they gotten the email address correct in the first place.

Does anyone have any suggestions or ideas of how to get this resolved? I'm super disappointed by this whole situation and I really just want the original deal that was offered and ordered during.
 
Go on Twitter and post to John Legere's account. Someone will contact you very soon after.
 
These are my thoughts:

- There's absolutely no doubt they screwed up royally.
- They genuinely couldn't order the phone for you without switching to the ONE plan because the system is not backwards compatible.
- They are not working hard enough on your case to find an acceptable workaround because of the pre-order mess in general.
- As far as solution to your problem goes, one of things I can think of to fix this whole mess without switching to ONE is to buy the iPhone at full retail price from T-Mobile and have them credit your account for ~$300 as a one time credit for all this mess and inconvenience. Yes, you will still pay a lot more out of pocket right now but in the bigger picture, you would still pay the same as the rest of us with this promo. But in any case, I would strongly suggest NOT upgrading to ONE under ANY deal.

Executive team email and Twitter support is a great place but I would also suggest tweeting directly to John Legere multiple times and tagging T-Mobile support in each tweet. Just don't give up soon. This is not a mess so big that it cannot be fixed. You just need to be a little persistent.
 
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nousernamespecified said:
These are my thoughts:

- There's absolutely no doubt they screwed up royally.
- They genuinely couldn't order the phone for you without switching to the ONE plan because the system is not backwards compatible.
- They are not working hard enough on your case to find an acceptable workaround because of the pre-order mess in general.
- As far as solution to your problem goes, one of things I can think of to fix this whole mess without switching to ONE is to buy the iPhone at full retail price from T-Mobile and have them credit your account for ~$300 as a one time credit for all this mess and inconvenience. Yes, you will still pay a lot more out of pocket right now but in the bigger picture, you would still pay the same as the rest of us with this promo. But in any case, I would strongly suggest NOT upgrading to ONE under ANY deal.

Executive team email and Twitter support is a great place but I would also suggest tweeting directly to John Legere multiple times and tagging T-Mobile support in each tweet. Just don't give up soon. This is not a mess so big that it cannot be fixed. You just need to be a little persistent.
Click to expand...

Good advice. The small window for taking advantage of the promotion without switching is typical of TMO. It would be nice though if they told us how long these promotions last before ending/changing them.
 
muadibe said:
Good advice. The small window for taking advantage of the promotion without switching is typical of TMO. It would be nice though if they told us how long these promotions last before ending/changing them.
Click to expand...

Agreed. The only reason I think they didn't tell us about the promotion window is they themselves didn't know how the reponse for it would be. Since the response was quite overwhelming, they slipped the ONE requirement to slow down a little bit. I am sure that too will go away soon. But that makes me think that you have a small window of opportunity to make your case. Once all the promotions go away or the longer you wait, your case will be much weaker.

Good luck and *really* hope it works out for you!
 
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nousernamespecified said:
Agreed. The only reason I think they didn't tell us about the promotion window is they themselves didn't know how the reponse for it would be. Since the response was quite overwhelming, they slipped the ONE requirement to slow down a little bit. I am sure that too will go away soon. But that makes me think that you have a small window of opportunity to make your case. Once all the promotions go away or the longer you wait, your case will be much weaker.

Good luck and *really* hope it works out for you!
Click to expand...

Thanks, but I'm one of the lucky ones. Got my JB 128 plus on JOD (phone received yesterday). All three other upgrades on my account took advantage of the trade-in promo while it was active.
 
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One more thing to add to your list of things to be angry at tmo about, you absolutely do NOT have to switch your plan to take advantage of the deal.
 
I wanted to thank all the advice here. They actually got me taken care of on Friday, which was really amazing support. I explained the situation in a bit more detail in an email, and they made a exception for me which was well appreciated. Especially since it was a screwup on their end. Fortunately Because of that, it helped me get the sour taste out of my mouth, and I too can join the ranks of those waiting for their phone.
 
Guess some people will be seeing iPhones during Christmas with tmobile.....wish you a early merry christmas
 
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