A T-Mobile store reportedly required a customer to buy an accessory in order to purchase an iPhone 17 Pro.

A T-Mobile customer was recently denied the chance to buy an iPhone 17 Pro at a corporate store on launch day unless an Apple Watch was included in the order, even though the desired phone model was in stock. Similar incidents involving T-Mobile have occurred before.

In December 2023, a T-Mobile customer attempting to purchase an iPhone 15 for his brother was told he needed to add a case, screen protector, and USB-C charger, costing $210, if he wanted to avoid a promotional plan. During the summer of 2024, various T-Mobile employees reported they faced penalties for selling new phones without simultaneously selling accessories.

The latest incident surfaced on social media. A T-Mobile customer visited a corporate store on launch day seeking an iPhone 17. After waiting for over an hour, a representative confirmed the store had the specific model in stock but would only sell it as part of a "Pre-order bundle" that included an Apple Watch.

The customer reportedly left the store without buying anything, along with two other potential customers.

This may have been motivated by sales quotas. T-Mobile, like other major carriers in the U.S., sets monthly goals for its representatives that impact their pay and job security. These targets can be challenging, potentially leading representatives to engage in questionable actions, such as adding unwanted accessories to customer orders.

A leaked document from a third-party T-Mobile authorized dealer showed that representatives were encouraged to sell three accessories per phone. Full-time employees had a monthly goal of selling 20 wearable devices, while part-time employees were expected to sell 15. Failure to meet these goals could result in termination.

Customers seeking an iPhone 17 Pro may find it easier to buy the device without unwanted add-ons elsewhere. Options include major retailers like Best Buy, Apple Stores, or online purchases from these retailers' websites.

While it may be tempting to purchase a bundled accessory to get a new iPhone immediately, consumers should only purchase items they genuinely want or need. While such purchases may help the representative meet quotas, they don't help the customer.

T-Mobile could address this issue by eliminating sales metrics for representatives. This move could improve customer experiences in stores.

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