T-Mobile

This is a t-​mobile store but not owned by T-​Mobile itself. I stopped in last spring to get a hot spot the night before a mountain trip. I’m not sure what took so long, but the staff spent an hour and a half to get me a hot spot. That they didn’t have in stock after all. While waiting for the cashier to get ahold of the corporate office, another staff member tried hard selling me on all sorts of other things: exciting new plans, some kind of cell booster for my home, but if have to switch from AT&T etc. They just completely ignored that I only came in for a hotspot. The switch to one of their plans would mean a new phone, and all of this before I leave the next morning. When all of the credit checking and pressuring was done, they said I would receive the hotspot via FedEx! «So, you don’t even have them?!» Luckily I could drive 40 minutes to another store during rush hour, but wow. The night before my trip. Oh and T-​Mobile was hacked shortly after getting my personal info into their credit system, so there was that.

I just stopped in at T Mobile to have my phone upgraded as I am on a jump program where I am supposed to be allowed to upgrade my phone anytime I want to as long as I pay the tax. So I came to this T Mobile to upgrade and found nothing but the worst customer service I have ever seen. The four gentlemen working named Donald Constantine Jim and Holland were very rude and very unhelpful. They tried to refuse to give me the district managers phone number and name. They also told me I was not eligible to upgrade my phone and that the original t-​mobile store that I bought my phone from lied to me and that they could not be held liable for another tmobile. They also insulted my intelligence in that paying off half my phone which would have been o$ 105 and they treated as if I could not afford it and that I would not be able to get a new phone this evening either way. I had to explain to them that $ 105 was reasonable to me in order to get the new phone and the new upgrade and that I understood I had to pay the taxes from day one. I ended up calling the store I originally bought my phone from who did some research and pulled up my receipt and showed that I should have been on the plan that I thought I was on and offered to credit my account $ 60 leaving me only $ 45 to pay the phone off and to go ahead and get my upgrade. However I decided not to do business with this particular t-​mobile as the staff was very rude all they did was play the blame game no one could take responsibility or step up with any kind of customer service skills and help me get settled into a new phone. I asked for the district managers phone number and Holland practically threw a business card at me for the store manager who was standing right there and never intervened to try to assist me and salvage the customer service relationship. What a terrible experience! Who wants to go to buy a new 6 or $ 700 phone and be treated like some kind of welfare case that can’t afford $ 100? I work in the customer service industry and I would never treat people the way these 4 gentleman just treated me! If you are in the market for a new t-​mobile upgrade do not go to this store better yet I may even leave T Mobile completely! Shame on you four, for assuming you knew my needs without asking me and shame on you for not researching my account and forcing me to call another location to get the facts straight. You’ve just lost my business.