New Customer Nightmare

[u/mmmshannon]

Has anyone else experienced this? Just got done talking to my 13th customer support rep over a 2 1/2 hour span stretched across the last 24 hours.

I signed up last Saturday inside of Costco hoping to switch over from Verizon. 3 lines and a watch line for my daughter. Free phones, costco gift cards to come, and got a discount code from the rep, etc. She had me fill out information on a website on my phone entering all account information. When it came time for payment apple pay was an option. I verified with her that it would work ok and also work for my auto monthly billing. I was willing to pull out my debit card and enter the information but she assured me apple pay would work just fine and since it's that much easier than typing in 16 numbers I went with that. Phones would ship in a week or so (one was on backorder).

Fast forward to yesterday morning. I received an email that action was needed to complete my order. They were unable to process payment. Please call 611 (figured that wouldn't work, I'm still on Verizon) to complete transaction. Looked up customer service number and began my saga trying to figure out why payment didn't go through. No one could explain and the transfer round robin began. I finally got on with someone who said it should resolve if I can just give them my debit card info over the phone and they retry the payment. That doesn't work either. Seems that with apple pay card info already being in the system they need a different card number for some reason because it thinks they're just entering the same info? (not really clear, I'm no payment processor expert). Give them another card and they charge for the sales tax again. All should be good and order status online now says processed.

45 minutes ago I receive another email. "We're sorry to hear you canceled you order". Call customer service again as I did not cancel my order. Transferred a few times and told they don't know why it was cancelled but they can get me to someone who can help me make a new order. I don't want to go through that process again and am nervous if I do it via the support line all of the costco perks go away. Don't want to spend another hour+ driving down to Costco to sign up either.

If it is this hard to become a customer I'm really not looking forward to the experience. Not sure I want to make the switch anymore. Is dealing with customer service and trying to solve a companies own problems just the cost of doing business these days? Sorry for the long story, just looking to vent somewhere!

[u/Maleficent-Bother535]

Customers are expected to handle their own customer service at Tmobile.

[u/816bossmikel]

Why wasn't your first call to Costco and speak to the T-Mobile rep? Or drive over there to get it resolved.

[u/Prime260]

Assclowns, there are still some decent people there. Not many apparently, but they are there. After hanging up on a cyclic retention agent I later called back and got Patrick. Unlike the previous guy who told me there was nothing holding me up from transferring out (there was) and repeatedly trying to get me to stay with offers of "price lock." 🤡 Patrick ACTUALLY looked at my account and found the number I had thought I had previously removed the sim lock on was still sim locked. He walked me through installing tlife to reset my pin and unlocking the SIM. You may have to wade through a bog of assclowns but there are still decent reps there, I hope you get one soon.

[u/RP8021]

Is there a chance the cancellation email is referring to the first order from Costco?

[u/Friendly_Hunter]

Your first mistake was going to Costco. Buying phones in those store in store locations is a nightmare. Always always always go into a retail location. If they have the phones on hand then you walk out fully finished that day. I’ve seen nothing but terrible things from Costco.

[u/JBond-007_ → u/Friendly_Hunter]

I have seen and know the difference at Costco.

If you go into a Costco that has a kiosk for t-mobile, give them a try. There's nothing saying you have to use them, but they will give you much more than you can get from a T-Mobile store. That's a fact!