T-Mobile — Local services in American Fork

DO NOT COME HERE. UNPROFESSIONAL STAFF AND POOR SERVICE!

I’ve been a loyal T-Mobile customer for nearly a decade, but my experience at this store was the worst I’ve ever had. I came in to make a cash payment because my phone’s battery is broken and swelling, rendering it completely unusable. I’m waiting on a replacement device to ship and, in the meantime, I’m locked out of my accounts, cards, bank, email, everything. I explained my situation to an employee named Seth, and that’s where the problems began.

First, Seth was unprofessional in his appearance, his uniform was unbuttoned, exposing his chest, which was entirely inappropriate for a work environment. Worse, he seemed to lack basic knowledge of how to look up a payment arrangement, and I had to guide him through the process on the store's iPad. Beyond his apparent incompetence, his attitude was smug and condescending.

When I questioned the in-store payment fee, Seth dismissively stated that it could only be waived depending on the circumstances and suggested I pay online via the app. I repeatedly explained that my phone was not working and that I was unable to access these free options, but he was unwilling to listen or show any understanding.

I asked to speak with the store manager, Liz, hoping for resolution. Unfortunately, Liz stood by passively while Seth continued to interrupt me and make inappropriate comments. For example, he asked, “If your phone’s broken, how did you file the claim online?” This remark was not only rude but unnecessary, I had to explain to him that there were other ways one could access the internet. When I pointed out the flaws in his logic, Seth accused me of being “difficult.”

Liz finally stepped in after I explicitly stated I would no longer speak with Seth. While she was more composed, her reasoning for not waiving the fee was just as frustrating. She admitted she could waive it but claimed she didn’t want to “get in trouble” or “lose her job.” If T-Mobile gives staff the ability to waive fees under certain circumstances, why would they be penalized for using this tool to assist customers in need? Her response felt like an excuse to avoid providing proper support.

This experience was a masterclass in poor customer service. Seth’s condescending behavior and Liz’s lack of empathy or leadership were unacceptable. I’ve had many positive experiences with T-Mobile in the past, but this interaction alone makes me reconsider my loyalty. Customers deserve better than the dismissive and unprofessional treatment I received...

I think I have only written one other google review before in my whole life. I would like to be kind in my communication here, but there were some significant mistakes made when I purchased three devices at this store last Friday, May 14, 2021. I won't go into describing the mistakes, though. I appreciate reviews written by others. So, I will contribute a review here. Since last Friday, two questions have kept coming to my mind: #1 Would I ever come back to this store if I needed anything from T-Mobile? and #2 Would I ever recommend this particular store to anyone I know? The answer to both of those questions is "no". I have been a T-Mobile customer for about 20 years. I have extensive experience with various T-Mobile stores and Customer Service Representatives. So, my opinion is not based on limited experience. To be kind, I will say that I believe that the employee who initially helped me did the very best he could with his skills and what knowledge he had. Also, the manager, who helped me the following Monday, May 17, 2021, went out of his way to make things right. Extensive work had to be done over the weekend to my account by the T-Mobile Customer Service Representatives to try and straighten things out. In my opinion, on a positive note, I think that this particular store might appeal to customers who are young and less conservative than I am. My expectations in a professional setting are higher than what I experienced here. This store might also appeal to people who are less detail oriented than me and okay with sorting out significant mistakes. I do believe that the employee who helped me needs to gain more knowledge because of the significant mistakes made by him. I also did feel that he was rushing things quite a bit. Speed is not near as important as accuracy. No one likes negative feedback. I certainly don't want to cause anyone to feel bad. I mainly feel compelled to write a review for the benefit of other potential customers...and maybe this review will help raise the standard at this store? Again, these two questions keep coming to my mind: #1 Would I ever come back to this store if I needed anything from T-Mobile? and #2 Would I ever recommend this particular store to anyone I know? No,...

We went into the American Fork Store to do a simple thing and switch our number from our old phone to our new phone so we could have the same numbers instead of going through the hassle of having a new number and telling everyone we changed it. When we first got there we waited 45 minutes after getting on the list and this Hispanic employee comes over and was looking for a Jace but there was no one in front of us so we maybe thought that they put my moms name down wrong (her name is Jenn). She didn’t believe that there was no one in front of us so she went to check with the people that literally came in 5 minutes before she was looking for a Jace. So then she’s like I guess I can help you. So we go and sit down and she told us to explain what brings us in and as we’re explaining she’s not even understanding us and so we had to repeat ourselves a million times. Finally she takes our phone and as she’s setting them up she doesn’t even know why the SIM card wasn’t going on the phones and somehow when she was saying that someone texted on my moms new phone and we told her our numbers were set up and she said that no one messaged us and I saw her swipe up pretending like it didn’t work when the old number was already on the new phones. So when we were doing this whole process she was rolling her eyes at us the whole time like she didn’t want to help us and she got really snotty when we asked questions and said that she can’t do multiple things at once ( she wasn’t even doing anything because the phones were resetting) and then when we were all done we had one more question and she walked away and said happy new year and went to help someone else. I have gone to the American fork location for years and have never been treated like this especially for a simple thing that took...