T-Mobile Authorized Retailer — Local services in Bulverde

I have been a business customer for almost 15 years but after today, I am seriously reconsidering moving my business away from T-Mobile. I Will definitely not be using this location ever again. I’ve never been so disrespected in my entire life. I upgraded my phone on May 8. I purchased a screen protector on the same day and was told that I would have unlimited replacements should the screen protector, crack or be broken. Well, in a little over a month, the screen protector has cracked. Went in today to get it replaced and the person (first letters of her name are Sk) working asked for my phone number and proceeded to tell me I had no coverage. I explained to her that I was told I had unlimited screen protector replacement by the gentleman who upgraded my phone, she said well ma’am I put your phone number in and it shows me you have no coverage. First of all I have protection 360 and I know that for a fact. But she was unwilling to even consider looking into it for me. I expressed my frustration and she started getting attitude. When I told her I felt I had been misled. She said well at the end of the day I have to go by what my system says. Then she proceeded to tell me I needed to leave the store or she would call the police! Really? The police? I never once raised my voice I just wanted to know why I was told that it would be covered. She proceeded to tell me the gentleman who told me that it was covered was no longer working there, I could call 611 to take it up with them and that if I did not leave, she would have the police come and escort me away, and that I was not allowed to ever come back in her store ever again! I asked her if she understood the money customers pay is what provides the money for her salary and she said “you don’t pay my bills and you need to leave.” I asked her to put in writing that I was no longer allowed to come into their store and she said “I’m calling the police!” I told her to please go ahead. I began to say her customer service skills were unacceptable and she interrupted me by saying “I am not customer service!” I snickered and said well that’s obvious. I have a video of her lack of compassion and respect if the owner would like to contact me I would be happy to share. I have filed a formal complaint with T-mobile who by the way confirmed I have coverage 360 which should have covered the screen protector and they are sending...

5/27/22: T-Mobile finally applied the credit to my account. I added a star for the fact they resolved the issue, but because it took 6 MONTHS to do so, I cannot give them more than that. Depending on how my service is going forward, I may update the review at a later time.

5/23/22: Per the "Owner Response", I emailed them as requested, 3 days ago. No response, not even an acknowledgment that they received the email. Makes you wonder if they respond to the reviews only for "appearances" and don't really resolve the issues. If I get an acceptable resolution, I'll update it here on the review.

I purchased what was supposed to be a Pixel 6 special for $90 in November 2021 only to be charged $599.99 when I received my first bill. I called and was told "it takes one or two billing cycles for the credit to show up". It never showed up. I called back multiple times over the past 6 months and each time I have been promised it will be corrected and my account credited. There is always an excuse for why it hasn't been done yet. First, they forwarded the complaint and didn't understand why no one had contacted me. Then the next time, the District Manager was supposedly fired so it got overlooked. Now it is "they have forwarded it to another District Manager they are working with". One excuse after another and in the meantime, I am still paying full price for a phone that was supposed to cost $90. This has been going on for 6 months now with no end in sight. A customer should not have to fight this hard to get a business to honor its promises. This is poor customer service at its finest. I was with Sprint for over 20 years before they were bought out by T-Mobile. Needless to say, my first experience with T-Mobile has not been a good one. And to top it all off, the corporate office says it has to be corrected by the store because of the way they wrote...

Haven't been there yet, but for the past 6 days it has been a back and forth nightmare between retail stores near 78260 (evans/281, Blanco and 1604 was useless, and Hardy oak was useless). I was told by 611 that the Nest Starter pack is only available in stores. What do I do? goto 6 different stores and they all tell me to call 611. So I go back and forth to stores and calling 611 to try and get this Starter pack. Looked and called high and dry but nothing. Richard and Dustin at 1604 and Blanco were horrible at following up and left me hanging after waiting 2 hours. I was sent out the door with a "Call 611 and they can order it". Idiot.

So I take it upon myself and call stores outside of my area. I call upon this store and I speak with Parish, and he has one! He reassured me it will be there waiting for me when I go in, but more importantly, to come with all the stuff I got from 1604 blanco (they had me activate a line for the Nest when they couldn't find a nest to send me) and he will take care of me. I'll be in there today, but his attitude was very positive and I am looking forward to...