T-Mobile — Local services in Addison

Employee by the name of London was extremely rude to me. I recently Purchased a new apple phone from T-Mobile and was told I had 14 days to exchange it if something was wrong with it. My camera started displaying the pictures upside down after I took the pictures. Called T-Mobile and we did a bunch of troubleshooting and could not find a setting that caused that. We even did a whole setting reset on the device and then she advised me I was still in my 14 days and to go to T-Mobile and swap out the phone. She even looked up the store for me and told me what store to go to. Went to do a swap and before we started the process an employee did a soft reset for me and fixed my issues with my photos being upside down. So I was very pleased and left the store happy. The next day when I was trying to take pictures the camera would not focus. All pictures were blurry. Called T-Mobile and went through a series of troubleshooting again and was advised to go back to the store and swap out. Went back to the same store and was a different employee this time. Told them hey just got a new phone and it’s having a bunch of issues. Before I could Even say anything else London (employee) jumped in and said that an apple issue you need to go to their store in a rude manner. I proceed to try to finish explaining my issue and was interrupted again by London (employee) saying it doesn’t matter you need to go to apple. I finally told her it was in my 14 days and was told directly from T-Mobile that it was in 14 days and they are able to exchange it. She got even more rude and was telling me they don’t do that and to basically leave their store and I needed to go to apple. I saw The guy that fixed my camera taking pics upside down and let him know I was back with still defective issues. He was finishing up with a customer and told me he would assist right after. While I was waiting London (employee) was still bothering me telling me I should Go to apple and they have nothing to do with my phone. She eventually went to the back office to try to get someone else to come up front and tell me they don’t do that cause I asked for a manager since she wouldn’t leave me alone. Another employee came out and knew they indeed do exchanges for defective devices within 14 days. He just told me unfortunately they don’t have a manager on duty to waive the restocking fee, which I can Understand that no problem. He even looked up a store close by with a manager on duty for me. All and all I will NOT go back to that store if London is still working there. The worst experience someone should encounter for no reason at all. I’ve been with T-Mobile for 20 years and never had such poor customer service experience that London was giving me. Have and had no other issues with any of...

Sales Associate Tyler straight up lied to me about several things. He said u qualified for the BOGO promotion for the Galaxy S8. Keep in mind that I was only there to pick up my pre-ordered S8, so I didn't go in there to take advantage of the promo but to pick up my pre-ordered phone. Next thing I know Iooking at a $254 phone bill for 2 lines!! So I call sprint customer service and they give me the good ole' sprint runaround for about 10 days. When I finally do get to speak with a "manager" she informs me that I in fact did not qualify for the promotion because the devices were purchased on different days. When I told her that that was impossible since I got the phones literally the day sprint released them on 4/21/2017, She informed me that I purchased one of them before the 21st; referring to my pre-ordered device. Last time I checked a purchase and a pre-order are not the same thing and that even if they were the same then it's not my fault that their sleezy salesman lied and misled me. She said she couldn't let me in on the promo so I said they can have the other phone back because I didn't really want it in the first place. She then informed me that that's not an option but she can credit $50 to my account. $50!!!!! That's nothing compared to what I am gonna end up paying in the long run. Tyler is a sleezy salesman that will say anything to get a signed contract, he should be selling used cars. When I was signing the paperwork and he was telling me what I was signing as I was reading the contract; what he was saying did not match up with what I was reading at all. When I confronted him about it he said "don't pay attention to what that says, it doesn't matter". It's guys like him that give salesmen a bad rep. Oh and this is not a corporate store so they cant do anything for you when it comes to their screw ups apparently. Ridiculous!!! But hey it's Sprint so I should have...

This store and their services are terrible beyond words. Had gone in last week to have my own plan. After the conversation, the plan I picked based on Williams Hopkins recommendation was supposed to be $75 and with a $5 discount which was supposed to bring my bill to $70 a month. Logged into my account and notice I was seeing $94. Called the store on 11/24 to have it rectified, but couldn’t as I was told by the manager that only Williams can help me which was odd as he was off work that day. So, if Williams doesn’t work there, I won’t get any resolution for my issue. The manager was dismissive and wasn’t really trying to help. Yesterday, I called when Williams was there, to my great surprise, he was dismissive as he said, he couldn’t help me that I should call customer service as there was nothing he could do. Mind you, the day I got my plan it was all jolly and good until I had issues and all of a sudden I became a burden. Today, 12/1 called customer service to have the issue rectified and thankfully, the rep who helped me, Joe, explained why I had such bill and apparently, Williams Hopkins from the store gave me wrong information about my plan.

Called back the store to see where the disconnect was with Williams and yet again, he was dismissive. Instead of an apology, he asked me what do you want me to do? I called him out but the apology he gave was half hazard and not one of taking accountability but blaming me I heard something else the day I changed my plan. Don’t advice people to go to this store as their customer service is terrible beyond words. Have more to say but I am...