T-Mobile

I’ve generally had a great customer service experience with T-​Mobile, but Tucson locations have been a bit hit-​or-​miss. Thankfully, I found this place. Even though I live miles away now, I still drive out of my way, past other stores, to use this one. When my father (in another state) was moving onto my account and I had to figure out all the details in the store while playing phone tag with my dad, they were eminently patient, helpful, and well-​informed. They even steered me clear of buying some things in store that they thought were overpriced, and suggested just buying them online. Truly excellent customer service, in my experience.

My phone had been giving me problems and the screen ended up going dark. I went in to this location today (⁷⁄₁₈ at about 11:15am) a guy just coming on his shift (I should have gotten his name) eventually helped me. He made the quick decision to not help me or more accurately charge me $ 175 to make the repairs necessary. I have phone insurance but he said that it didn’t matter, so I wouldn’t agree and promptly left.
I called the TMobile customer service line and they apologized and agreed to do the right thing and honor the insurance (no reason not to) for the simple processing fee of $ 5. Using this location would have cost us $ 170! STAY AWAY!

Be aware that at least 2 (possibly 3) of the 5 star reviews on this store shown on Unilocal were made by Tmobile employees. Very sad. I am assuming this was in an effort diminish the validity of my negative review. I felt it necessary to bring this to the attention of my fellow Unilocalers. I am not saying any and all positive reviews are included, but for sure 2 /​possibly 3 in fact are.

I have been a T-​mobile customer for many years. From day one, the level of customer service I received (both on the phone and in stores) was and continues to be excellent… contrary to that I experienced with other carriers who have become history. Today I visited the Wilmot store because I needed help upgrading the Android version on a tablet which I wanted to add to my account. Though I do tech support myself, I was unable to complete the upgrade successfully. Upon arriving I was courteously and quickly directed to the Corey Otten, the store manager and super tech. Corey spent TWO HOURS with me and solved what turned out to be a tricky problem. Based on my experience in tech support, the chance of finding someone willing to devote that much time to a single customer (with no big sale pending) is near zero.
While I waited I had the chance to listen to his staff deal with numerous customers. They were all treated with courtesy and respect. Again, something which can’t be taken for granted.
Bottom line: I highly recommend both the Wilmot store and T-​Mobile in general. Kudos to Corey, a great asset to T-​Mobile and their customers! Thank you very much!