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T-Mobile Samsung Loss Leads To Bad Oakland Service


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The loss of my T-Mobile Samgung Galaxy Variant in a taxi cab has led to bad service encounters at T-Mobile's Oakland, California store at 3201 Lakeshore Avenue.

The obvious point aside, which is specifically to watch what pocket you place your phone in, that's no reason this blogger should get the minimum level of service at a T-Mobile story.

Three visits to the T-Mobile Oakland Lakeshore store this week have resulted in being told that the store did not have a hotspot-capable (even with a file download) 3G phone, when I knew damn well it did.

And who told me that? A T-Mobile sales person by the name of Grace.

And that was just the highlight of a period of bad treatment. 

Grace simply did not want to help me. She basically told me that the 4G phone I wanted to buy was $500, but in a way that implied I could not afford it because I didn't want to pay that amount all at once. Then, she failed to even try to call T-Mobile and arrange for a discounted upgrade for me, saying that I was two months before my upgrade period.

That's not a big deal; T-Mobile has actually waved that in the past, when a sales person bothered to call them.  

But the kicker for me was Grace's statement that I could not get a 3G phone with a hotspot so I could access the Internet. That bad information, for which I asked Grace if she was sure of what she was saying twice, caused the T-Mobile customer service person I talked to, to say "That's just wrong. I'm sorry you had to go through that."

See, the last time I was in a similar situation to today was last fall, in October, and a different crew worked at the T-Mobile Oakland, Lakeshore store. A much more helpful one. So much so that I made this video to talk about the G2 Phone versus the Samsung Variant Galaxy, using the live-stream video upload system called Qik.com, which sends a copy of the video to my YouTube channel:



No such luck getting a sales person who was that helpful this week, and Grace was a disgrace at the job. It's not that she wasn't nice, she was but superficially so; she did not take any initiative at all, seemed eager to do at little work as possible, and was happy when I left.

The fellow in the video did take the initiative. He called customer service himself and arranged a discounted upgrade for me.

And he worked at the same T-Mobile Oakland store location.

T-Mobile should not allow this imbalance in service to continue.

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