Metro by T-Mobile — Local services in Campbell

Buyer beware! I bought a Motorola Ace 5g from this store on 5/27/21. Just for context, I've had Metro PCS for a few years, with 2-4 different phones, so I know how service is supposed to work.

Immediately, I discovered that the phone only worked about 50% of the time. GPS lost service every 10 minutes, web pages wouldn't load, and apps would not work. To gather evidence, I started photo documenting the service failures, by taking screen shots every time I had a failure. Over a 4 day period, I had 69 screenshots of service failure. I still have all of those screen shots.

I took the phone in to see how to resolve the problem. The associate did a reset of my phone settings, and said that if that didn't work, they WOULD NOT TAKE THE PHONE BACK and refund me my money. They said they would have to go through the warrantly process, but that I would have to pay an ADDITIONAL FEE, to do so.

Why should I pay another fee for defective service/device that they sold me? I did everything I was supposed to. They want to pass the cost of their horrible service/defective device to me. It's been 3 days since the associate did a reset on my phone, and it still doesn't work, and I refuse to pay anthing other fees for this phone. I will never buy another phone from this company. You...

Went in to get phone replaced because speaker phone not working properly. The employee checks the speaker by calling the phone from a land line while holding my phone on his hand proceeds to say "hello" "hello" to see of he can hear his own voice through the speaker, very high tech way of checking the phone. That's not the worst of it, after he realized the speaker was in fact muffled he decided to replace the phone because It was under factory warranty. I explained to him that I had a memory card on my current phone with over 2000 pictures and videos on it that would be very important for me not to lose these personal and work related pictures and videos. Well that's exactly what happened the gentleman erased all of my my files from my memory card when he transferred over phones and wouldbt even own up to the fact that he did so saying I didn't do anything. He also said that's why you should back up files before you switch over phones. You would think he would have suggested that before he did his deal and not after the fact that he erased everything. Worst of all he wouldn't take ownership of what he had just done. The customer service here is awful. I'm still without my pictures and videos and it is difficult to deal with and there is nothing that can be done to...

Juan at Metro by T-Mobile on Bascom was the most helpful guy that I ever talk to at Metro by T-Mobile. He got my phone working in 10 minutes what other four customer service over the course of at least 5 hours could not do. The original guy that sold me a a brand new replacement phone he tried for 2 hours to get the phone running but he just couldn't get it working on my new phone. Then he told me to go home and the phone would be working in 1 hour but nothing happened. The next day I come back he spend another hour with customer service and still nothing change my phone was still not working. Then the third day I stay on the phone with customer service for over 2 hours and they concluded that they need their Engineers to look into it and fix the problem which was going to take anywhere between 4:00 to 5 days. I finally came to the store that afternoon to return my device and who want to cover in 10 minutes he made it work and I didn't have to return my brand new phone. On top of that he went above and beyond and help me transfer all my data from my old phone to the new phone something that other coworker of his said it's impossible to do. Thank you Juan you are the best we need more of you working at Metro...