T-Mobile Authorized Retailer — Local services in Beaufort

First, I want to recognize Cherrie, my sales associate, who helped my wife and I with our leasing of new phones and for being the initial contact on this issue. Her service to me was perfect and she by herself should earn 5 stars on this review. Unfortunately, her Manager doesn't know how to properly handle escalations, and ultimately caused me to break my lease, switch to another carrier, and write this review.

I was a Sprint customer for about two years. Sprint was great to us for that period of time until my wife and I went in for an upgrade for the new Galaxy S8+. Our Sales Rep was awesome, and when the activation process went wrong, she really did try to help us get this phone activated. I had to go back after Thanksgiving and she was able to get us taken care of. You probably wonder why I gave a single star... It had nothing to do with Sprint as a carrier, or the sales rep that helped us, it was about how this company chooses to handle issues with the phones that they lease.

The manager Desiree, is a liar and doesn't stand by the product that she sells. My wife and I (mostly my wife) had severe connectivity issues, along with issues regarding hardware and software latency. We did everything that Sprint Corporate told us to do, including a factory reset, and still could not resolve the issue. We went in person to resolve the issue, and while we tried, we were past the 14 day cut off for return. We explained that we knew this, and that the phone was not working as designed. We were also insisting that we were not trying to get out of our contract because we didn't like the phone, it was that it didn't work, and that we would be willing to pay restock fees, etc for new phones. To further elaborate on calling Desiree a liar, she stated that there was nothing that she could do, and that we should file an insurance claim. We took that advice, but there was no damage to the phone. Her behavior to me (and to my wife, especially) was egregious, and she set herself out on a course of conduct that eventually caused us to switch carriers.

Sprint Corporate states that there is a special escalation process for specific scenarios such as this one. She told me there wasn't. My wife was able to speak with another rep who not only confirmed what the first representative told me, but actually tried to help us get out of the Samsung Product, and at least gave us some sort of path to correcting the issue. Again the issue is with the store. Desiree is a liar, and if she will lie to me, she will lie to you. I have about 10 years in Customer Service, and a number of those years working with High Net Worth individuals, and the Customer Service I received from Desiree and her only I wouldn't wish for my...

Dear John, I hope you are able to personally read this letter and follow through with what I humbly ask of you. I would like you to personally call one of your employees in your Beaufort S.C. store. #298D My husband and I are 20+ year customers of Verizon, a fact we used to very proud of. After we were all but forced to “unlimited” our service has fallen to the point of…… well, no service. Yes, we live in a rule area, but we say “SO WHAT, THIS IS 2017 CARRIER!” After several painful, interactions with “The Big Red”, we knew we must start researching a company who deserved and WANTED our loyal business. After much research, we decided to take a trip into your local T-Mobile store. After church on Sunday we sat in a parking lot eating pizza (not out of a slow cooker ;)) and the following conversation happened. I said to my Hubby, “Do you realize that our entire impression of T-Mobile is about to rest in the hands of the employees in that little store?” Hubby replied, “Well, we shall see if John’s emplTaycare about T-Mobile as much as he does.” John, you are a lucky man. The answer in this store is YES. We met Mr. De Andre. He spent an unending amount of patient time with us, knowing we were in research mode and he wouldn’t make a sale that day. He even skipped his warm lunch to keep talking with us. He was kind to both us and our 2 small sons and he was very proud of his company. I even asked him about a discrepancy a phone rep had made to me and he said not to worry, “He knew his company would make it right.” He represented you well. I think his service to you warrants a personal phone call. He is definitely part of what will make T-Mobile the best .He needs a Magenta Cape for sure!!!! We have not made the switch yet, very nervous, but we will keep working on it. And, thank you John for the right attitude. It matters! DON’T STOP Ryan and lisa- Seabrook,...

CORRUPT. Me and my wife visited the store three times to take advantage of the free Samsung tv deal going on. We planned to purchase two Galaxy Note 9’s and was told about a promotion where if we turned in a eleigble device that we would get one of the Note 9’s completely free. The employee and manager we were working with us this whole time then found out we both had ineligible devices so they told us to go to Walmart and Best Buy to buy one of the eligible devices so we did thinking the whole time that this is a great deal. we arrive at this T mobile store on the the third day ready to finalize the whole deal and the employee we’ve been working with wasn’t there and the manager walked out the door as soon we came in leaving a different employee named Mike to help us. He ports my wife’s phone from AT&T and proceeds to tell me what I owe so he can put her number on the new device and I was astounded by how much he said I had to pay so I asked why is it that much the other Employee told me if I turned in this device that one of the Note 9’s would be free? He called the other employee and asked her what did she tell us and she tried to tell him that it was a real deal as well when it never was ever in T mobile history... long story short my wife’s phone doesn’t work now, we have a T mobile account with no new phones or SIM cards, and we were lied to and told to buy a whole other phone to turn in and now have just wasted more money because of a employee. This is the most terrible service I have ever received and I know T Mobile just started the great Military movement but this store just ruined it for this Marine this store needs counciled, evaluated, and...