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Daniza M: Hi Chris, I'm Daniza. I understand your concern about your phone purchase or upgrade. Let me provide you the info you needed about this.
Daniza M: The price you are seeing on the website wherein it is $42 down and $17/month is only offered for new activations customers.
Daniza M: For existing accounts and wanted to upgrade their phones to the new Nexus 5, the price is different.
You: so in other words you are saying F you to your current customer base
Daniza M: What do you mean?
You: <<internal tmobile document link redacted>> (Im a t-mobile contractor)
The latest 4G LTE premium smartphone from Google will be available online to customers and employees at
Cell Phones | 4G Phones | iPhone and Android Phones | T-Mobile beginning Nov. 14. The Nexus 5 will be available for $41.99 down with 24 equal monthly device payments of $17* with T-Mobile’s Simple Choice Plan.
You: what I mean is you are offering great deals to NEW customers while offering a HIGHER PRICE to current customer base. does that seem right that a loyal tmobile customer for a year should have to pay more than a new one?
Daniza M: I understand your point Chris. Actually, all phones has the same pricing. The reason you are paying way different from a new activation customer is because the equipment installment plan for existing customer varies depending on their credentials.
Daniza M: All phones are the same price, if you come to think of it it has a lower downpayment but higher monthly payment.
You: if i wanted to pay more up front we wouldn't be having this conversation
You: so you are saying that Im being forced to pay more up front because of the credit check that was run on me A YEAR AGO when I bought my last phone?
You: which doesn't take into account my year of on time payments, no late payments and paying off my device a year early
Daniza M: I understand how you feel about this but yes, that's one of the qualifications.
You: i want to know why I am being charged based upon a credit check from A YEAR AGO. does that seem fair or right to you?
Daniza M: I understand that Chris. However equipment installment plan charges are all dependent on the customer's credentials.
You: please explain "customers credentials"
Daniza M: The one that you see online is the lowest down a well qualified customer can get but it doesn't mean that all new customers will get it.
You: and how do you know Im not "well qualified" when your credit check was from A YEAR AGO?
Daniza M: I perfectly understand that. Let me check what we can do about this.
Daniza M: I'm still working on it please bear with me.
Daniza M: Thank you for patiently waiting Chris. I perfectly understand how you feel about this right now. Yes, the credit check you mentioned earlier is still in effect to your account even if that was made a year ago.
Daniza M: Even though your credit history requires you to pay a little more down today, your installment rates will be less than the person paying the smaller down payment.
You: as i already said, if i wanted to pay more up front we wouldn't be having this conversation.how is it even remotely fair to charge me based upon information from A YEAR AGO?
You: THAT IS 100% bull crap.
Daniza M: I understand how you feel about this Chris.
Daniza M: If only we can make changes to the charge here on our end, however the prices you see depends on the credentials of your account. And this also applies to all customers.
You: you are trying to use out dated information to charge me more money down for a phone that you are advertising for less down
You: and the phone is the same price weather you take $40 from me today or $222. so why does it matter what my credit score is when you are charging me the same ammount for the phone
Daniza M: It's not that. Chris, please understand that your credit check can only be run on your account once. And it will be the only record you will have on the account with regards to this. We do understand how you feel about this.
You: you should be basing my payment history with tmobile for the last year, not a credit score from a year ago
Daniza M: I understand that. Rest assured that I will have this raised so that we will be able to improve our service with regards to our phone pricing.
You: the phone price is the SAME weather i pay more now, and less per month, or if i pay less now and more per month. SO WHY IS AN OUT DATED CREDIT SCORE being used to judge what Im paying?
You: i understand this policy for NEW CUSTOMERS, but ive been a tmobile customer for a year now.
Daniza M: I perfectly understand your point Chris. However that outdated credit score you mentioned is the only credit score you have on your account records. That's why the amount of the phone is based on it.
You: so the year of on time payments and extra monthly device payments are basically useless is what you're telling me?
You: A CREDIT SCORE SHOULD NOT MATTER FOR A REPEAT CUSTOMER. I understand the policy for NEW customers, BUT NOT SCREWING OVER YOUR EXISTING CUSTOMER BASE
Daniza M: I understand how you feel Chris. Rest assured that I will have this issue raised.
You: is that customer service talk for "Im not going to do anything and just want to get rid of you" ?
Daniza M: No, that's not it Chris. I'm actually taking actions now and inquiring this issue to our supervisor.
You: ok Ill wait
Daniza M: Thank you Chris.
Daniza M: Thank you for patiently waiting Chris. I understand that you wanted to clarify this issue now. I can have my Supervisor explain the situation further for you. Please stay connected while I connect the chat.
Daniza M: Chris, I'm going to transfer the chat now. Are you still with me?
You: yes
Daniza M: Thank you for responding. I will connect the chat now.
Daniza M has left the chat
Please hang tight! It'll take just a moment to connect you...
Agent Mary P enters chat
Mary P: Hi, Chris! Thanks for waiting!
You: sure
Mary P: Mary here, Daniza's supervisor. I have a brief information about your concern. I'd like to ask a moment to review your conversation with her, is that okay?
You: ok
Mary P: Great! Thanks!
Mary P: Thank you again for waiting, Chris! I am sorry about the offer price showing differently.
Mary P: With regard to the price being advertised on our website which is $42, the offer is exclusive for new activation and add a line service. Upgrade offer is different.
Mary P: That is why you are seeing a different amount.
You: then why does it not say EXCLUSIVE TO NEW CUSTOMERS?
You: and why are you not honoring that price to EXISTING CUSTOMERS that have been here? why is my business less vaulable than a new persons?
You: so what you are saying is you don't care about RETAINING CUSTOMERS? just getting new ones?
You: and why does this tmobile INTERNAL DOCUMENT (Im a tmobile contractor by the way)
<<Internal document link redacted>>
why does it list this "new customer" will be available online to customers and employees at
Cell Phones | 4G Phones | iPhone and Android Phones | T-Mobile beginning Nov. 14
Mary P: we don't want you to feel that way, Chris.
You: obviously you dont care about keeping current customers the way you are charging us SIX TIMES the down payment of a new customer
You: so the year of on time payments and early device payments mean nothing? you just want new customers. screw the current ones?
Mary P: I am truly sorry, Chris. The offer online doesn't work for upgrade/s and thank you for raising this concern that it's not showing for new customers or add a line as we will be working on this information to be available.
Mary P: I will be forwarding your feedback.
You: you're welcome for making me aware of your lack of concern for keepin current customers happy. it is obvious to me that all you care about is reigning in new business. you don't care one bit about the customers you already have..
Mary P: We do care about our customers, Chris. With regard to purchasing this phone via upgrade, the information is not yet available. It will be available by 11/20.
Mary P: When checking the available phones for upgrade on your account. Nexus 5 is not yet included. I would like to check to verify the exact amount that you'll be charge if you do an upgrade.
You: heres your "upgrade info"
http://img191.imageshack.us/img191/5885/zs2q.png
222 dollar down payment.
You: that screen cap is from approx. 6 hours ago
Mary P: I won't be able to confirm if $222 is really the downpayment as this phone is not yet available for upgrade.
Mary P: I am sorry, here in T-mobile, we are unable to access out side links.
You: then why is it showing up as an upgrade on my.tmobile?
You: really? I work for tmobile and the internet works in this building
You: Pay Today:
$ 221 99
+ $9.50 x 24/mo. If you cancel your wireless service, remaining balance on phone becomes due.
Total $449.99 0% APR O.A.C. for well-qualified buyers.
quote from the nexus 5 page in my.tmobile
Mary P: I'm really sorry, Chris if I can't confirm anything with regard to the price offer for Nexus 5. I don't want to provide anything to you without me having any basis.
You: how about an email address I can send the screen cap to?
You: cause you're saying hte nexus 5 isnt available, when Im looking right at it on the my.tmobile page
Mary P: With new activation and add a line, the phone is already available. We launched it as an Early Holiday Shopping.
You: i clicked "UPGRADE DEVICE" and am able to select the nexus 5. so how is it only available to new customers?
Mary P: With regard to upgrade, the form being used on your my t-mobile and by our customer care is the same. That is the one I am looking at right now and with the list of devices available for your upgrade, Google Nexus 5 is not yet available.
You: and if its only for NEW CUSTOMERS, shouldn't it be this NEW CUSTOMER PRICE you told me Im not good enough for since Ima current customer?
You: now you are flat out calling me a LIAR telling me Im not seeing the nexus 5 when IM LOOKING RIGHT AT IT. SURE IS CONTINENT THAT YOU SOMEHOW DONT HAVE INTERNET TO SEE IM TELLING THE TRUTH
You: SO lests see, 1) you screw over existing customers by charging us more money down for the phone
2) now Im being called a liar
Mary P: Right now, Chris, I really can't confirm the exact amount of your downpayment. Upon checking your account, you have an available Equipment Credit line which is going to help in determining the downpayment.
You: what does 'available equipment credit' mean
Mary P: I understand your point, Chris. That's a good question.
Mary P: That is the the current amount available to the account for a new equipment purchase.
You: what
Mary P: That is the amount available that can be used on your installment.
Mary P: Let us say for example, $300.
Mary P: $300 is what you can pay in installment and the remaining balance will be your down payment.
You: so whats my ammount
Mary P: Let me check.
Mary P: It's $720 and Chris, this is subject to change when you apply for EIP.
You: 720 is more than the nexus 5 costs
Mary P: Yes, however this is subject to change when applying for EIP.
You: so apply it to EIP and then tell me
Mary P: Right now, I too is excited to check what would be your downpayment for this, however I can't since the device is not yet available.
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