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| - I've stopped into this store 3 times in the past month. Visit #1: Added to the wait list by a greeter and told it would be about 10 minutes. After 30 min, asked a different person where I was in line and was told the wait should be about 10 more min. Another 15 min passed so I asked again and was told 4 people were ahead of me and it should be about 10 min. I left. Visit #2 was almost the exact same experience as the first. The difference this time is that at about the 30 min mark, I heard a pushy salesman trying to up-sell a young man by saying that if he didn't get the insurance plan and his phone broke, then the babysitter wouldn't be able to get a hold of him if something was wrong with his baby. His tone was morbid. I walked out. Almost didn't go back but tried one more time.
On Visit #3 I waited only about 25 min for service. VERY nice guy named Michael (on loan from the AZ Mills store) helped me. He convinced me that I wanted the Motorola Maxx; said it came with 32Gb and I could add a 32Gb micro SD card, said the camera was great for action shots (for sporting events I attend) and that the sound & mic qualities were great (for when I'm in noisy areas). He also said that if I didn't like it, I could pay the $35 restocking fee and get the Samsung S5 (which is what I was originally considering).
Don't know if he just didn't know the product, but what he sold me was a 16Gb phone with no micro SD slot , horrible auto focus and a ear speaker that distorts when the volume is turned up. I should know better to verify what he told me, but I didn't; I trusted him. Shame on me.
I went back today to swap out the Maxx for the S5. It took several attempts with 2 managers assisting to get everything entered into their computer correctly. Training issue??? Once they resolved that, I was told that an additional $387 was due. This made no sense, since that's the purchase cost of the S5 Bundle. When I asked about the $185 credit from the Maxx, they simply said that they can't change the numbers, the price is the price. Ugh. We went around and around on the math...
1... I'm buying the S5 bundle w/a 2 year contract for $387
2... I'm returning the Maxx bundle w/a 2 year contract plus a couple extras for a $185 credit
3... I need to pay a $35 restocking fee for doing a return w/in the 14 day period
4... The math is $387 minus $185 plus $35. I should owe about $240 (give or take considering tax).
One of the managers reappeared and said that the Maxx phone I bought was actually free. The $185 I paid was for the "bundled" accessories, which they won't let me return per policy. Why not, since none of them had been opened? It's just their policy, I was told, so I wasn't getting any credit. They were simply going to charge me for the new S5 bundle AND I still had to give back the Maxx and all accessories AND I had to pay the $35 restocking fee for them to take back those items.
I was livid. After much discussion, I asked what they could do if I just wanted to go back to my old phone. Guess what? They could take back everything and I'd get the $185 credit. Seriously!?!??!! They can do that only if I go back to my old phone, but not if I want a more expensive phone? What a joke.
In the end, that's what I decided to do. It took another painful 35 minutes for them to get the credit to "take". Again, several managers had to "help" with each person saying the prior person had "done it wrong".
Bottom line, this store is a train wreck. The staff needs complete retraining. Michael from the AZ Mills store was either grossly misinformed or a complete liar.
As an aside: Another customer near me appeared to be going through a similar situation - Not only was she was misled about products when upgrading two phones last week, she was also originally allowed to use two gift cards that were subsequently removed from her transaction (because they were "misapplied"??) leaving an additional $300 balance due.
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