T-Mobile

What is it about this place that they really pretend to be helpful but aren’t? We have been with T for over ten years. Yessiree Bob. TEN years. Every time we call TMobile and they direct us to go to our local store, at the store they pretend they don’t know what I am talking about and try to charge for everything.
Case en point… a while ago one of our phones had a problem with the Sim card. Over the phone with troubleshooting they made it clear this happens and they would replace it for free. They put the notes into our account and told us to go to our nearest store and pick one up (for free). At the store they insisted they needed to charge us twenty dollars. After explaining the details of the phone call over and over, we insisted they had to call HQ because we were adamant. We got it, you guessed. for free. How many people do they con into paying?
Today my hubby spent 2 hours with someone over the phone negotiating new phones but they didn’t have any in stock and told us to go to our nearest store.
Illy helped us, quoted a price way above what they had over the phone. We told Illy to check the notes (as the rep over the phone had told us to do if they didn’t want to honor the over the phone HQ price) and she insisted each phone was $ 199 plus a $ 19 charge. We told her to check the notes again. She insisted with ATTITUDE that this was the price and kept on telling us to tell her what they had offered over the phone. We told her the charge was waved on our original quote and her response was a classy «Well I bet they didn’t tell you they charge you for shipping did they? So you really aren’t saving that » Oh hon thank you for treating us like we are morons. Is everyone who walks in for new phones so hard up to get them immediately that they are willing to take the higher price AND ‘tude?
Fine Illy, we do have to thank you. Because of your attitude we called TMobile back and got two of those puppies for the price of ONE of the original quotes because we have no obligation to stay with you, which you knew and still gave us a hard time. We saved over $ 150 because of your attitude. Thanks.