T-Mobile

I am very disappointed & upset at the customer service & the treatment I received from Marvin, a store manager. I went in as a NEW CUSTOMER on Friday, (11/13) I was offered all these great promotions & deals! I went for it & opened up 2 lines plus was able to try their new T-Mobile TV service. Micheal & McKenzie were helping us out that night & although we spent a few hours at the store they were pretty great about service. I paid for everything I needed to & left content with the only think left to do as porting in my previous number. The next morning I get a call from Marvin saying I didn’t pay my activation fees & if I didn’t pay for them ($120) over the phone my lines would be disconnected. As I was trying to explain that it was covered with the credit we received & the promotion we had he would not listen & interrupt me. He started to yell at me over the phone saying that I didn’t not understand what he was asking me to pay & that “it was not his responsibility to fix if there was something wrong with the paperwork”. As the call continued he became angry with me & finally said he if I “ don’t pay now then I’ll just be more unhappy with the T-Mobile business when it’s disconnected & he can’t do anything about it”. I because frustrated & told him I would go down to pay. Before I could get down to the store Marvin called me back saying he looked into the paperwork that wasn’t adding up for the night before & we did not need to pay for activation fees. He did not once apologized for the was he acted on the phone call before nor the FACT he was wrong. He was very snobby & rude during the second call.

This store was very nice and clean. I needed a new phone activation since I broke my iPhone at work. It was somewhat of a hassle getting the SIM card switched over. Customer service rep Taylor at the Tooele location was so fantastic to work with. I highly recommend him as management. I was not in the most pleasant mood to deal with a broken cell phone after a 12 hour night shift. Taylor turned my mood around and took care of all my problems. He was great to work with. Thanks so much!

I tried so hard to give this store the benefit of the doubt. I felt like I didn't matter, I felt like what I was wanting didn't matter. I've never been so frustrated by a cellphone company before. What store doesn't listen to the needs of a customer. They just push whatever. It's sad when I don't work there and I can sit here and think of 500 ways to make this store better. Just by great customer service alone. Being a small town that's important. I've lost hope in good service. Only have this service for less than a week and will be leaving. When I tried so hard to stay. I hope the owner reads this. I've asked to talk to him several times and was told no call 611. Here's the thing if you do the right thing. Me asking for someone higher up should never be an issues. It's when you do the wrong thing that you fear the owners and managers knowing. I wanted to like the service. You made it impossible to do so. The new manager has a lot to learn in customer service.

I've been with this company for many years now 12yrs and counting but I always gets screwed on promotion plans, where they tell you one thing in the store until you get your bill and it's something totally different from what they offered so your calling back and forth to the store and to customer service and nothing gets resolved, They offered me one time a free tablet all i got to do is pay that line for 3 months after that, just call in and cancelled it and the tablet is free to keep no strings attached or so I thought from what the store manager told me. well the line is cancelled but I'm still on hook for the free tablet they offered until it's paid in full which is bullcrap back and forth I went there and called the support nothing was resolved so just remember if they offered something free it's not really free, there will always be a catch don't said i didn't warmed you.

I gave this place two stars after some really bad experiences a couple of years ago. Yesterday was different. Taylor was super helpful and friendly and was very knowledgeable about their phones and services. He took care of us quickly and was able to answer all of our questions. Great experience!