On October 2 I went to the store mentioned above to upgrade my cell to the Galaxy SIII. On that day I was Helped for a guy name Julio that help me very well. He told me that was an issue with the account and after talk to customer service for over 20 minutes, he told me that was a trouble ticket open and will take 72 hours to be solved, only after that the account will be ready for the upgrade. But because I need my Cell for work, I ask him if I can buy the SIII paying the full price and get a refund after we do the right upgrade. He went to talk to the manager. (I don’t know if was Ivan Hernandez or Ramon because they never get out of the back room to talk with customer issues) And after a while he came out and he told me that everything will be fine. Only then, and after I told him again that if the upgrade does not work I will return the cell and he agree with manager authorization we concrete the sale.
On Friday 5, Me and my wife went back to the store to concrete the upgrade and get my money back. On that opportunity a guy named Ryan help us, and was very nice to us. On that opportunity was with him a girl name Eliana, and she had knowledge of my issue and help Ryan. After a while he told me that the problem still not be resolved, and call customer service again. After 30 minutes of waiting he said to us that everything was resolved and that in two hours they will be ready to assist me. Me and my wife decide to leave and came back at the next day.
On Saturday 6. We went back to the store, This time a Guy name Eddie, a very helpful and fast associate help us. He realize right away what the issue was and call customer service, because even We return to the store after 24 hours and no 2, the issue wasn’t resolved. After a 5 to 10 minutes of waiting he told us that everything was done right, but the issue they was having was that the store manager Ivan Hernandez wasn’t there, and without his authorization was no way to do the return and the upgrade to the SIII to get my refund. I didn’t have any problem to go back, but at that moment I was very clear: If on Monday I wasn’t ready to get the upgrade I will return the cell, because I didn’t want it to pay the full price. And the associate told me that everything will be all right.
On Monday 8, (Today) around 3:00pm I returned to the store again!!!. This time this guy Ivan Hernandez “”help me””, I put it this way because the guy does not help, he treat people like if he is doing a favor to the customer, he is rude and no people skills at all. But any way, after he call customer service again he said that everything the other guys was telling me was wrong and that the issue could take another week. After I heard that ,I told him that I will return the cell instead. The guy at the beginning didn’t want it to receive the cell because I didn’t had the charger with my headset the next day, But after a while and consult with somebody else inside the back room he told me:” I will receive the cell, but if you don’t bring the charger back I will charge the account”. Off course I didn’t have any problem with that, only with his tone, but I didn’t said anything because I was satisfied in certain point. At that moment I give him my old cell to get the line back, the cell was totally out of battery, that’s way when he give me the cell back to me I couldn’t to turn it on to se if everything was fine. That means after I get my refund to my credit card, I take my cell from the desk and leave with my wife.
After I get to my house and my cell was charged again, I realized that I didn’t have any contact from my simcard, at that moment I freak out, I didn’t see the guy changing the simcard and he didn’t mention that to me. At that moment I start driving back to the store. I’m a contractor and I have all my company contacts on the simcard, That mean a lot to me, is very important to me.
When I arrive to the store at 8:59pm, I saw this guy Ivan Hernandez looked at me like “what are you doing here””. But anyway, the guy to talk to help me was a guy named Ryan. Who ask me what I need, then I told him that Ivan changed my simcard without telling me and he left old my contacts there and the he never give the sim back to me. At that moment this guy Ivan and in a very rude tone (Again) he said I give that back to you, I have nothing to do for you.
You can imagine how that answer gets to me, that was like an insult to me, I couldn’t believe that this guy that is label as “store manager” was telling me that to me, after he said that I told him again, you change the sim, you didn’t told me and you didn’t copy my contacts to the new sim. And he respond to me: I give the sim to your wife, at that moment my wife was getting in to the store, and guest what, he start to change the story, he told me I give you the old sim and I have nothing here, I can’t help you, and you have to leave because we are closing.
After he said that, I was so mad that I told him are you F…. serious (And I apologize to you and tmobil, for my words, but not to that guy). I what was the easy way to get out of the trouble, to call security, even I wasn’t violent or anything, I accept I was loud and rud, but I was totally frustrated and filling to helpless that I couldn’t said anything else.
This guy just went out of the store and start to call security, like if I was a criminal or something, I was just a frustrated customer that the store manager was ignoring meand didn’t want it to help me, because was his mistake and didn’t want it to take responsibility on the issue.
He came back to the store and he told me that I have to leave and I will be pushing out for security. And you can see your cameras at your store, I wasn’t on a violent situation at any moment, and even I was with my kids and wife. At that moment I told this guy that this issue will not end there and he start saying to things like: and what you want it to do call Washington to corporate and tell me to leave, that he done with me in a pushing position. I’m not an aggressive guy, but I can’t back up on injustice like that, he lost all my important contacts (work related), don’t take any responsibility and I’m push out of the store??????? That is not right and I told him you will remember my name because this is far from over, and in very challenging way he start telling me very loud and what you going to do, what you going to do, like pushing me for more, and all this in front of my kids and wife and in front of more people that was in the mall. I answered back, and to be honest with you I use bad words, but my frustration and anger was on the sky, and this ‘manager guy” even when I was leaving he went out of the store and start to yelling to me very loud without respect of the store or the people around.
You can imagine how I was feeling, I was helpless and challenging and treated like garbage for a unrespect full KID that tmobil put as “manager”. This guy does not have any people skill, any sense of responsibility or customer care. This guy is a very bad representation of tmobile, that has been our wireless company for many years, and in all this years, this was the first time I feel violated.
And was even worst when I call customer care to make a complaint and after I told the associate what my issue was, she help me in minutes getting the info from my old sim that was in the system and copy to my newone.
Now!!!! Is even worst, no only the guy IVAN HERNANDEZ make a very serious mistake, he didn’t want to help because was time to go home???????
Is that a guy you want as manager??? Is this the guy to be Tmobile face???????
I’m no going to leave this like this, this can’t be ignore, that is not the way to treat customers.
. The only thing I hope from tmobile after all this years of been a customer is an action about this matter.
I’m ready to go to the last consequence about this serious issue.
Check the store cameras on Monday 8, 2012 between 20.50 and 21.15 to see the incident and also check the video on same day (Monday 8, 2012) between 14:40 and 15:10 to verified everything I said, the guy never give me that simcard to me.
Thank you Very much for your help.
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