T-Mobile was dishonest with me about my 8900

I was apparently lied to by TMOs rep on tuesday... so I emailed the executive response office of TMO (personal info x'd out):

My name is Jack XXXXXX. My wife is the primary account holder with our account. Her name is Mary XXXXXX and the main number is 443-XXX-XXXX. The last 4 of her SS# is XXXX.

I ordered a Blackberry 8900 on saturday the 14th of Feb as a 2 year upgrade for the number ending in XXXX, opted for expedited shipping, and was told the phone would be delivered to me on wednesday the 18th. I understand that the holiday may have thrown things off time-wise... and that is not my issue. My problem is this: I called early tuesday afternoon after having checked UPS.COM regularly and spoke to a young lady. She informed me that when a package is shipped "expedited", the scan doesnt translate to the website and sometimes customers are unable to track the package. She said she was checking info on "her side" and saw that the package was now with UPS and I should have it that day, or at the very latest, wednesday. I thanked her for her time, and we ended the call. I called wednesday afternoon, after not receiving the phone, and your kind CSR deducted the expedited shipping expense, but had no explanation for the prior CSRs statement. I was a bit frustrated because, essentially, I was LIED TO. I call again this morning after not seeing any UPS tracking info still, and was informed by Vaughan that the phone has been on backorder since shortly after the 11th. Im fine with that, as long as someone would have been honest and told me up front. Instead, one of your reps tells me that it was already with UPS on tuesday and I should be expecting the phone! Is that the was CSRs are instructed to do business with loyal customers? Is the purpose of lying to customers an attempt to placate them due to a backorder?

Im disturbed, and not quite happy with the way I was treated. I would think that honesty isnt too much to ask...

I look forward to hearing from you.

No response yet...

 

I wasn't fishing for free stuff... the letter wasn't intended for my personal financial/contractual gain. The manager I spoke with even saw in the notes that I was told the phone would be to me by the day stated even though there was NO UPS tracking info. Even if the Back order status wasn't in effect, what I was told was false. From what was explained to me, there is no way to check UPS any differently than normal which would allow a CSR to see my package in shipment whereas I would not. That is the LIE in question.

Heres my issue... I take personal offense when it comes to being blatantly lied to. I grew up in Military School and the "Honor System" is something one lived by. If its not found in UPS and they have no idea...thats fine! Just be straightforward and tell me. She did not. She fabricated a UPS shipping scenario. And the T-Mo manager agrees with me.

I got what I wanted. An acknowledgment of wrongdoing, and an apology.