T-Mobile

Manager wouldn’t help my parents activate a device even after account questions verification and pin and me over the phone... His answer was I have to be in the store when I am out of state... Very competent my dude

These guys are so nice! We got helped within a very short time and especially Aaron went way above and beyond the call of duty to help us older folks understand our new phones. We had lots of questions and needed lots of help. He showed us how to use our phones and helped us transfer our stuff over from the old phones. He also helped us retrieve and keep our old phone numbers. I cannot recommend him highly enough. Thanks Aaron!

On December 19th I spent hours on the phone with customer care trying to get $500+ in lease overages on an old iPhone 7 applied so that we would own the phone.nnAt that time, the buyout on the phone was $167. Customer care confirmed that they were able to apply the credit and we now owned the phone!nnNeeding to get my daughter a new phone for Christmas in a hurry, I went to the T-Mobile store on December 23rd inside Lakeline Mall to pickup the phone in person.nnWe worked with Ricardo “Ricky” who checked our eligibility for upgrade.nnRicky told me that the phone was eligible, but we’d need to pay $30 to pay it off first.nnRicky couldn’t help me to resolve the discrepancy with the payoff and asked me to call customer care.nnCalled customer care, and again was told that the phone was “owned”, no payoff, and suggested that I talk to “their” sales team as “their” sales team uses the same system as the store.nnI was connected to the telesales team who also confirmed that it’s owned and paid off.nnI kept the telesales guy on the phone and again approached Ricky. He was busy with a customer and I patiently waited for him to finish with the customer before trying to connect the two groups to compare notes. I waited 20 minutes without Ricky acknowledging me once, but I was fine to wait my turn.nnFinally it was my turn. I explained to Ricky the discrepancy and invited him to talk to the Telesales Rep who had waited on the line to talk to Ricky. He did not talk to the rep. Instead he got on the phone with NSS (National Sales Support).nnThe Telesales rep staid on the phone the entire time while Ricky talked to NSS. Before Ricky ended the call with NSS, the Telesales rep told me that my phone status had suddenly changed from owning the phone, to no longer owning the phone and needing to pay a residual fee of $109.nnObviously NSS changed the ownership status of my phone while I was waiting. Ricky explained that NSS “improved” my status by changing what I owed from $200+ to $109. I asked Ricky to explain how that made sense. Reminded him that he himself had previously stated that I only owed $30, despite customer care stating that I owed nothing, but now it’s $109. How is that an improvement?nnAt this point another customer walked in the store and without warning Ricky dismissed me and tended to the other customer.nnPrior to this, while I was still patiently waiting my turn to be seen, Ricky had told everyone who entered the store that he would be with them soon. When he was done tending to the “other” customer, he came back and told me that he was “just the messenger” and couldn’t help.nnSeeking an apology I pointed out that what he did with the other customer was wrong and asked for his managers name. He asked why I needed his name and I repeated myself. Still refusing to give me his managers name he told me to leave “his” store. I left immediately for fear of trouble and further humiliation!nnBottom line, T-Mobile / Sprint are horrible phone providers, customer service is non existent, and this store at Lakeline Mall has a real problem with professionalism, ethics, and doing right by their customers!

Patrick was very helpful. No wait if you get there at noon on Sunday as the mall opens.

The mall is never my favorite place and neither is the wait of getting and programming a new device. However, being able to switch service providers, get great customer service and leave with a smile on my face thanks to the GREAT CUSTOMER SERVICE executed by all the Sales Consultants was what made this switch a great experience.nI recommend this store to everyone.