T-Mobile

**Note: I’ve moved this review from the wrong store**
**Based on other reviews, we might have just had an easier experience because we came at an off-​peak time. But this review is based on *my* experience at that time. I should also note that we had to visit the AT&T store down the road right immediately afterward, and that place was a disorganized mess.**
The most pleasant carrier store experience I’ve ever had. All three guys manning the pleasantly uncrowded store were highly competent, personable, and quick.
Phil et al, helped us add a line and port an AT&T number in the most sensible way possible.
Compared to some of the T-​Mobile locations in the Downtown area, this was a real breath of fresh air.
I should add that for the price of a single line smartphone plan on AT&T, we have a 4-​line (3 smartphone) family plan with 2GB of data per line on T-​Mobile. It amazes me how T-​Mobile doesn’t have more subscribers, though I expect when they roll out LTE and officially offer the iPhone that will change.

I came in during early afternoon planning to check out the new phones and hopefully upgrade and also to make a payment. When I arrived there was one customer being helped. It looked like this person was switching from a different carrier to t-​mobile. I had a feeling this would take some time. Little did I know that I would be spending an hour waiting for service.
There was only one representative that was in the store. I’m not sure if this would be the appropriate amount of staff for a Friday at lunch time. Typically people get paid on Fridays and want to do some shopping. And typically people who come around noon want to get in and out as quickly as possible.
As I entered, no one greeted me. I then stood behind the customer who was being helped for about 15 minutes. The representative never acknowledged me. Not even eye contact even though I was standing right in front of him. I do understand he was assisting another person but it wasn’t a constant conversation. The other customer was making phone calls to gather information to provide with the representative. While this was going on, the representative turned his back to the showroom and was shuffling papers around. I thought clearly he would at least acknowledge me and see what assistance I may need but he did not. At this point I started walking around the showroom looking at different phones. About 10 minutes goes by and another customer walks into t-​mobile. He walks right up to the representative and they had a conversation for 5 minutes. After this I was pretty frustrated. It’s been about a half hour and I was cut in line for assistance. I then walked back to the sales counter to wait to be assisted to make sure no one would cut in again. Still no acknowledgment of any kind. I could tell that the customer that was being helped felt bad for me. The store had a automated payment machine that was out of order. I couldn’t even make a payment while I waited. After waiting an additional 20 minutes or so, I got fed up and walked out.
There were several instances that the representative could have said anything to me. But he did not. This isn’t bad service. This is no service.

I recently renewed a contract and bought a new phone here. The employee who helped me, who identified himself as a manager, was personable and helpful, transferring my data to the new phone and answering my questions cheerfully.
However, when I checked my account several days later, a monthly charge had been added for an insurance plan on the new phone. I did not request this plan, nor was it offered to me when I purchased the phone. It was never mentioned. It was added without my knowledge or permission – very shady. In addition, the manager failed to switch me from Blackberry service (my old phone) to Android service (my new phone). This was discovered later by a T-​Mobile phone rep, who said my e-​mail would have eventually stopped working as a result.
The only thing worse than poor service from a business is a business that’s untrustworthy. That seems to be the case here.

One of things I noticed was that the retail price of the phone on the day I bought it went from $ 529.99 to $ 599.99. I asked the rep about this and he said it had to do with taxes in MA. Well today I noticed that they were running a promotion for Black Friday and the price went back down to $ 529.99, HUH?! I still made out ahead since the promotion I got on is better overall than the Black Friday one, but deduct one star for a rep who’s either a bit inept or lying.