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An Entity of Type : rev:Review, within Data Space : foodie-cloud.org, foodie-cloud.org associated with source document(s)

Attributes	Values
type	rev:Review
dateCreated	2017-08-16 00:00:00 (xsd:dateTime)
itemReviewed	T-Mobile
http://www.openvoc.eu/poi#funnyReviews	0 (xsd:int)
rev:rating	2 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	1 (xsd:int)
rev:text	I've been a T-Mobile Customer for 12 yrs. I've been going to this office for 9 going on 10 yrs for my phone needs. I normally have no bad experiences. Today could have been better though. Last week I called T-Mobile about my phone (Galaxy Note 4) which died while I using it. Now this phone is actually a refurbished one they sent me back in May of this year to replace another Note 4. Four months in and this phone has been great until it stopped working. The phone support person I called had me test with different with batteries. We knew the batteries were good because they work in my wife's phone. T-Mobile support said they can over-night a replacement to the store at "1385 E Warner Rd". I just had to bring in this non-functioning phone and pay $5 and pick up the phone. Sounds simple but it turned out to be a drag. I get there today to do the exchange. Two guys in black shirts start running through a checklist for the exchange. They put in a battery and try to turn it on but they can't. They spend several minutes troubleshooting. Because I had to get back to work, I tell them this is why I am returning it and I was told I could just come in, do the exchange and pick up my phone. I ask them if we can speed it up a bit as I have to get back to work. They tell me that they can't accept my phone if it won't turn on and they wouldn't be able to give me my replacement phone. They cite the checklist they have to follow. I said then why would T-Mobile phone support send a phone here for me to pick up if that is the reason why I called in because the phone is dead and won't power on? Are you saying you guys in the store are not on the same page as the support people? They said something about well those are just the people on the phone and they don't have to the same things we do in the office. The people on the phone take calls and process everything while people like them in the office have to do all the physical work. (basically he agreed with me without saying so.) Then another guy came in who wore a pink T-Mobile shirt. The black shirts asked him if I could exchange my a phone that won't power on for the one that was shipped to the store. He told them I could exchange it and to just put in the system that it won't power on. He also mentioned if he scrolls to the bottom and read it says something about if a phone being returned doesn't power on it doesn't mean they can't do the exchange. So the guy in the black shirt goes back to the computer and finally processes my exchange. I pay my $5 and I get my replacement phone. What I don't get is any apology for their misunderstanding and none for wasting my time. Basic customer service skills is what is lacking here and unfortunately seems to be more and more common. If you make a mistake or inconvenience a customer, apologize! Why can't these kids learn how to something so simple?
http://www.openvoc.eu/poi#coolReviews	0 (xsd:int)
rev:reviewer	Thomas

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