A sales rep at a T-mobile store at 4920 E Silver Springs Blvd #106 in Ocala, FL 34470 broke a 95 yr/old Senior, WWII Vet’s flip phone and then refused to replace it. Here’s the details…

On 12/3/19 around 12 noon, I went to the T-Mobile store at 4920 E Silver Springs Blvd, Ocala, FL (store 151E).  My purpose was have service transferred for a Samsung flip phone to a new Samsung Galaxy Avant which I purchased from Amazon. I was doing this for my dad who is a 95 and a WWII Veteran.

The T-Mobile rep took the SIM card out of my dad’s phone and put it in the new phone. It didn’t work, so he got a new SIM card and put it in the new phone. That also didn’t work so he took the new SIM card and put in dad’s Samsung flip phone.

I left the store and assumed it was working (since it’s reasonable to expect he’s a professional who knows what he’s doing). I gave the phone back to my dad and a while later he said his phone wasn’t working.

I then had to go back to the T-Mobile store. The same rep looked at the phone and was not able to get it to work. He got another SIM card and that didn’t work either. He then told me I’d have to BUY another phone. I told him I thought they should replace it at no charge since it was working when I came in the store and he said they would NOT do that.

I left the store and called T-Mobile’s President’s corporate office. I spoke with a lady and explained everything I’ve stated in this post plus told her I felt since their rep somehow caused my dad’s phone to be no longer working, they should replace it. She put me on hold and when she came back on told me to go back to the store talk to certain person.

The time was now around 5 PM. I went back to the store, told a rep who greeted me about my call with the lady from the President’s office. He asked other reps and no one had spoke with the lady or knew what I was talking about.

When I told him I felt they should replace the phone, the rep who caused the phone to stop working spoke up and tried to claim the phone wasn’t working when I came in the store, which was a TOTAL LIE.

My dad called me on that phone (hours earlier) before the guy messed with it and that call was captured in my phone call log. I responded by telling him I had proof the phone was working. I was then insulted by a asshole punk male (not sure if he was a customer or friend) he was talking with at his counter who yelled at me… “Feisty Huh!”

Another rep looked at dad’s flip phone, tried to get it to work and was not able to. He echoed what the other rep said… they would NOT replace the phone.

My dad is severely disabled so it’s almost a matter of life or death that he has a working phone. I explained this to them and they didn’t seem to give a damn. So my only choice was to have to buy a phone from this T-Mobile store at their Unreasonable and Inflated prices. 

They also didn’t have the Samsung Galaxy Avant I wanted to get my dad so I had to SETTLE for a phone I didn’t want because the time was now around 5:30 PM AND it was the least expensive phone the store had. The price advertised on signs in store was $150, yet I was charged $179 and with tax came to $192.

As soon as I came home, I immediately filed a complaint to Better Business Bureau, to be sent to T-Mobile Corporate in Bellevue, WA.

Their attitude about this was totally different than the local T-mobile store at 4920 E Silver Springs Blvd #106 in Ocala, FL.

T-Mobile Corporate refunded the $192 and sent my dad a NEW phone at no cost to him!

IMO, if the T-Mobile store at 4920 E Silver Springs Blvd had any DECENCY and cared about the service from one of the few remaining WWII Vet’s who fought for and defended this country, they could have & would have done the same as T-Mobile Corporate.

I spoke with a repair rep at Re-Tech about this and he said he thought the guy at T-Mobile who took the SIM card out, likely damaged the SIM card reader on dad’s phone when he put another SIM card back in it.

Regardless, the fact remains that dad’s phone WAS working when I took it to the store so I think they should have taken responsibility and replaced his phone at no charge. Like they say… if you break it, you bought it.

I think the people at this T-mobile store at 4920 E Silver Springs Blvd #106 in Ocala, FL are HEARTLESS… AND I THINK THIS STORE SHOULD BE CLOSED

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