I bought a new Note II a week ago. Love my new phone! And satisfied with T-mobile service for the most part.
BUT!!! I just found out that my account has protection plan on my phone... and wait... I don't recall adding that?
When I walked into store, the sales people were busy at first... and it got to 10 min before closing before they served me. And when they did, they had issues with computer, system and printer... it was very unprofessional... and even answered calls from their friends and talking to them in front of me. (I believe it was another t-mobile store who called in to ask something which lead to personal coversation WHILE I'm standing right in front of him, waiting for him to finish processing my purchase)
Anyways... I walked away paying everything I need to pay.... and NOT ONCE!!! they asked me about the insurance thing. In fact, when I got home, I looked up squaretrade to insure my phone becuase I wanted to protect it!
APPARENTLY!!! this guy added insurance in my plan? Is that what they do nowdays to get extra point for having customer sign up for these plans? They dont' tell you that you're getting the plan?
And I spoke to customer service today. (script is below)
They said they can take it off now but cannot refund for whatever I paid for the service that I NEVER ordered!!!!!!
WTF is that?
I hope service rep here can fix this... cuz this is ridiculous! And btw, I'm waiting for feedback survey for my new purchase cuz I got a lot more to say about that lousy sales rep in Orange, CA location!
Customer Chat
Chat Transcript
You have been connected to %Alfredo E.
Jae Kim: service plans
Jae Kim: Hello, I noticed just now that I have phone protection bundle in my account?
%Alfredo E: Hello, Jae. I am happy to assist you regarding your concerns with the service plans. Please, tell me what you and I need to do today?
%Alfredo E: Okay. go ahead with your concerns about the insurance.
Jae Kim: but I never got this insurance
Jae Kim: does it add automatically?
%Alfredo E: Let me check that for you.
%Alfredo E: Jae, the insurance was part of the ordering you did for the phone. It is a good protection that I myself realized should be recommended after I was in chat today with at least 3 persons with different borken parts [screen on one of them] on the phones and they did not have the insurance.
Jae Kim: I never ordered it
Jae Kim: I walked into the store and got this phone and they didn't even ask me about this???
Jae Kim: pllease cancel and make sure I don't get charged for this
%Alfredo E: Since I was not party to the transaction, I have no way of commenting on that but if you want the insurance removed now [which I myself would not readily suggest], I can follow your instruction.
Jae Kim: please do. and please make sure I'm not charged.
Jae Kim: I'm assuming the guy who helped me just added without asking me
%Alfredo E: I can remove the insurance but the charge for the previous period is collected by Asurion. I can make sure from the removal of the period onwards you will not be charged.
Jae Kim: in fact, I wish you guys would send me feedback for my purchase cuz I got terrible service
Jae Kim: no, i want you to make sure I'm not charged for this plan at all
Jae Kim: cuz I never agreed to this plan
%Alfredo E: For that matter, you need to contact the store with you conducted the transaction so they can start the remedy from their side which has the facts of what happened.
Jae Kim: well, do what you can for now and I'll take up on it later
%Alfredo E: Okay. I shall remove the insurance as you say.
%Alfredo E: we have taken off the insurance as you had instructed.
%Alfredo E: Is there another task you need done today?
Jae Kim: no, we're good
%Alfredo E: You are welcome. My apologies for my inadequacy with other aspects of your concerns.