Pitfalls of transferring to T-mobile

Although I am not one of those people, I would imagine most people have a relatively easier and/or head-ache free experience when transferring over their service from their previous provider to T-Mobile. This will be more of a vent, but I hope that it can prevent future customer from falling into the same trap or as I've called, "T-Mobile limbo".

T-Mobile's marketing to pay your ETF if you trade-in and also buy a phone from them directly seem very appealing, as it would save me close to $1500 a year for the base plan.

On 4/24/2014, I decided I would switch my lines from Sprint to T-Mobile. I was walked through the process online by a chat specialist, and we proceed to set up a plan, phones, my payment info, signed the EIP, and after the verification process the browser decided to hang for a few seconds followed by a message stating the order could not be processed/completed. My chat specialist directed me to hit back again and hit submit. Same thing. Than once more.

I called in to technical support and indicated I could not get past verification. They indicated to me that their online verification system was down and to try again in about 3-4 hours.

4 hours later, I attempted to try again. The same issue. And than about 2 hours later that day, I tried once more but this time I got something completely different. T-mobile website indicated I could no longer have 5 mobile lines that I was only edible for 4 mobile line and one internet line, in addition to that, each line now had a $300 deposit from $0 previously.

I called in to sales support and they told me because I have too many orders pending in the system that it was triggering bad credit. They proceeded to delete every pending order in the system and suggested I try again tomorrow.

The next day I tried and the same message about requiring the ridiculous deposits. I call into support yet again, and was told because I had tried placing too many orders I had been flagged from B-Class credit (which requires no deposit) to Y-Class credit. They also stated that there was nothing they could do for me, and that I had to resolve the issue at a Corporate store.

After my work day I went to a T-mobile store and spoke with the branch manager. I gave him my back story about my credit being flagged, and he pulled up in his system that I was still B-Class. He never mentioned that the online store and the brick & mortar store pull seperate credit info on you. I was about to get my order going but when I asked about their online promotion, the branch manager stated they do not price match their online store (WHAT?). The branch manager stated that my issue was "resolved" and that I could go home and make the order line if need be.

I got home, tried again, and still the same issue with the deposit. I call in and got Brendan. Brendan was very understanding, and went above and beyond. With some technical know-how and several calls to the credit department, after 2 hours, my account was set up, my EIP resigned, and my order processed.

After another day, I called in to sales, and made an additional order. I ordered another phone and it went cleanly.

That second order got processed and I receive my phone within a few days. But that made me question, what happened to the first order??

I guess Brendan had fibbed a little when he told me about my order. I had pre-ordered the Galaxy S 5 and I was told by Brendan that the rest of my order would ship early and I'd get my new Galaxy S5 on or about April 11th. I forgive him for that oversight as I'll have my phone in a week, and I've gone through so much already.

Than I get an e-mail from T-mobile on 4/3/2014. It reads as follow:

What!!?? Why? I call in to Sales support right away and they told me they have no idea why it was cancelled. I did not cancel the order. They said they would send my info to warehouse to get an answer and told me to try again in 24 hours. Here I am trying to transfer 5 lines from Sprint to T-mobile, and my order is already cancelled even though 1 of my line is already on T-mobile.

24 hours later the next day, I call into support. Nobody can tell me why. I get transferred from sales, to customer support, back to tele-sales. It was concluded that they could not reactivate the order, and that I would have to make a new one with them. I gave them the back story of all the issues and ordeal I've had, and that my account would trigger another Y-class credit worthiness even tho I was originally B-Class and have signed several EIP already.

I was going out of my mind. She said because I was already approved for the EIP that I wouldn't be flagged for Y-class credit and there should not be a deposit. I sighed. We proceed but this time we do not add the Galaxy S5 so I wouldn't have to wait until April 11th. We get nearly to the end of the process and she says oops. There was that deposit. She talks to credit department and get a special code to enter in the system. Nothing. After being escalated to her supervisor (who was good at listening, but could not offer much else) and also being transferred to customer support I was told nothing could be done on their end and I would have to go to a corporate store. But it wasn't over yet, she offered instead to set me up with a prepaid plan. I told her I didn't want the prepaid plan. I wanted the phones I order. I want the family plan that made me switch in the first place. She said I could try again in 60 days when my credit clears up.

So pretty much I was left to my own devices and would have to return to the corporate store if I wanted to actually place an order. I already have one line on T-mobile and I needed to get the other 4 transferred.

Later that day I went online and tried placing my order, just for sh-and giggles. What would hurt? My credit is already shot to hell in the online t-mobile system, and I wasn't looking to go to the store until tomorrow. Surprise-surprise. My order went through, no deposit and all, well, up to end of the verification process. It failed there. But I've learned my lesson about hitting back and submit again.

This time, I called the number on the website. I explained the situation and the guy was able to get with the credit department and push me through. He gave me the okay to hit back and submit, and everything went fine.

Except....

My phone was due to arrive next week on Tuesday or Wednesday. But they already activated the phone (still in transit) meaning I had a phone that was out of service for 4-5 days. T-mobile, why would you fully activate/transfer a line when the phone hasn't been received yet?

Another call to customer support, another transfer, the changes could not be reverted. The most sickening part was after the customer service transferred me to sales to track my order, and to tell me they could not do anything for me, the rep pushed additional services on me. He wanted to sell me more things. What!!??

I hope it's really worth the switch from Sprint to T-mobile. I really hope it is. Hope everyone else has better luck. I'll receive my other phone in 1-2 days maybe. I still need to ship my phone in and send in my final bill, hope that goes a bit more smoothly.

TLDR; Do not submit too many orders online as it will trigger bad credit. Brick & mortar store does not price match their online prices. And do not enter your info to port your number online UNTIL after you receive your phone.