T-Mobile

Reviews 8

FL

Flor Eberbach

T-Mobile, 4631 N Oracle Rd, Suite 155 On December 23, 2016 my husband and I visited this place to get Samsung S7 as Christmas gift for my eldest son. While my purchase is being processed the sales rep said, oh you’re account is in good standing and in fact you are eligible to avail this promo “buy one get one free” you just need to pay upfront, pay the tax, and you will get a rebate in the mail. So I said, hmm, good idea , 4-8 weeks waiting for the rebate not a bad idea. My husband insisted that we do not need a new line. I told him we could use it as a gift to family member which we did give as a gift. So the rep processed my purchase with two units and got charge for $1,379.98 plus tax, plus accessories for the two units. The rep said he will process the rebate filing for me and when I ask for a copy of the receipt he actually use my own phone and too picture of the rebate submission copy. About first week of February, for my curiosity, I visited the store to follow up the status. I was told that my account was not eligible for the promo. I told them, I was told at the time that my account was eligible that was the reason why they offered me the promo! I did not need a new phone and new line but because of the promo, I bought into the sales pitch anyway. Then the rep said, “what you can do is bring the phone back and we will process a refund.” OMG, I have given the phone as a gift are you kidding me? I insisted that they honor their word. This Manager named Daryl H told me that the former manager was fired and he is fixing the messy issue that this store is going through that was then left by the previous manager, whatever. I told him, that’s the business problem and customers like me should not be affected by that mess. He became nasty and he said that all the people he knows knew that he is the man with the word of honor and does not represent Tmobile he represents himself and he is just doing me a favor. He said he is going to call the promo and will sort it out, however, he would need to change my plan to a higher plan so he can re-process the rebate request, leaving me with a higher monthly fee every month. I said, I am OK with that but he would need to refund the difference as soon as the rebate is received because I should not be penalized for the muddled business practice of the store. He said he’ll do that and he suggested to call him back that evening which I did but no response. I called following day Sunday and I learned he doesn’t work on Sunday so I called Monday night. He answered with a very nasty attitude, telling me that this was not his problem and he is only doing a favor for me and he never let me talk. So I passed the phone to my husband but he just hanged up the phone on my husband. That same night, February 22, 2017, I contacted 611 (Tmobile customer service) and the lady was so kind enough to provide comfort. She said she does not see any refund submission that made to my account and she does not believe that my account is eligible for the promo. I told her, I didn’t intend to buy a second phone but the sales rep told me it’s buy one get one at the time he was processing my order. I spent an hour or so over the phone but she said don’t worry, “I will help you with that, what I am going to do is to put your account into this plan just to process the rebate, then I will credit you for that difference as soon as we received the rebate. Sorry for the inconvenience that the local store has put you through. By March 23, 2017, you will see a credit into your account and you don’t need to worry about it.” Today, March 23, 2017 I checked my account but zero. SO called Tmobile again and this lady named Michelle was very polite and nice. She tried her best to help me and she did, she was given an authorization to process a rebate half of the price and she promised that she will process half of it after four business days. Michell did an excellent job. But Tmobile approach is pitiful, refunding half after almost 4 months, and wasted time is beyond ridiculous.

---

CH

Christopher Bilinski

Very unpleasant experience. Wasted 2 hours in person there trying to handle an issue with a prepaid card. Employee ended up damaging my product and the manager there defended him saying "when you bring in a bike for someone to work on, you expect them to ride and test it right?" They would not replace the damaged product. Called Tmobile customer support online and they resolved the original issue and the problem with the store within 15 minutes. Avoid this store, deal with Tmobile online (though their online team does need to learn a thing or two about asking for passwords over the phone, as that is a no-go in customer service etiquette).

---

DA

David Rogers

Rude customer service. After waiting a week for my phone to come in which was covered by my warranty. The phone was having charging and sound issues. This employee named Zeus claimed the phone had water damage. The phone was never set in any way and had been working fine minus the speaker and charging issues which had existed from day #1 with the phone. Does this employee not realize I pay over $300 a month to the tmobile corporation? Who did He hurt by forcing me to contact customer service and have them pay to expidite the new phone to my address? Zeus stop trying to b the tmobile police and do your job tough guy.

---

KA

Katia Garcia

I had never had a u.problems witj any employees at this location. However today I had terrible customer service from employee named "Zeus". Very rude, disrespectful and would not allow me to speak to his manager. I immediately filed a complaint with T-Mobile customer service over the phone and everything was handled perfectly. However I have to wait 2 more days to receive a working phone all because of a rude person that lacks training, respect and education.

---

TR

Trevor Dickerson

I came in to this store with a billing issue as a very disgruntled customer. After speaking with Darrell (the manager on duty), my issue was quickly resolved with results better than I was expecting and I left as a very happy customer. Its obvious that Darrell is a consummate professional and customer service is his first priority. Excellent experience.

---

AN

Angelica Jacobs

EXCELLENT costumer service!! David was EXTREMELY patient when it took well over an hour and a half to transfer the data from my previous phone to my new phone. He should get a raise for his patience, professionalism, and courtesy, or at least a HUGE koodos because he saved the sale, and my livelihood that night!!!

---

MA

Malina Koukhamsay

Terrible service!! Went in to pay the phone bill and it was packed with people trying to get their phones fixed. When it came our turn to get serviced, the next available employee definitely ignored us and helped the person behind us without asking who was next in line...

---

T

t sanch

I love these guys. Carlos and Ricardo and their manager Lawrence are always super helpful and very patient. Verizon never gave me the service or benefits I needed. I will always come into this store just for these guys. They always give great service.

---

---