T-Mobile Authorized Retailer — Local services in Chapel Hill

Exceptional customer service. I left Tmobile as a business customer as I always had issues with the 1800 number.

Called 1800 number today to try and get my old phone unlocked, provided all the information. The very rude phone Rep. stated that she couldn't find my account number or any of the 4 lines that I had and just transferred March 2022. I asked for a Supervisor as I'm looking at my bills, with the account numbers etc. Phone Rep. asked me where did I purchase the phone? It's a Tmobile phone, told her the date, the original phone number the updated phone number in 2020 when I cancelled 1 line in 2021 and when I finally swapped in 2022. She very rudely stated that her Supervisor will tell me the same. I politely said that I'll wait. She disconnected the phone.

I walked into this location, obviously very annoyed. Darrell was patient from the very start and apologized before even looking up my account. I provided him the information and he was able to pull the account up; but explained that as the account is closed I would have to call the 1800 number to unlock the phone. As He started to convince me to come back to Tmobile, I explained that I have never had a good experience on a consistent basis after being with Tmobile since 2015.

Store Manager Ty, walks up as I'm on the phone with 1800 number. Darrell starts to advise her of my frustration and experience. Again, empathy and apologies were delivered. After some discussion and laughs with me smack talking Tmobile, I'm now back to being a customer 🥴

Thanks Ty and Darrell!!!!

Exceptional service wins...

Not a full service store; won’t help you unless they think they can make money off you.

We arrived at the store very close to opening on a weekend morning. There were two sale associates on the floor and no other customers.

We needed help transferring the data from an old phone to a new phone we had purchased from another T-Mobile store the day before, and then porting the number over. This was a new account for T-Mobile, a competitive win vs. AT&T. We had brought over two lines and added a third new line.

We were told that while they could port the number, they would not help us transfer the data. They “didn’t do this any longer.” It was clear from the response that this was because they knew it would take time (tying up a sales associate) and they thought there was nothing in it for them.

The sign outside noted that this was an authorized retailer (not a corporate store). It is operated by Connectivity Source. But that should not matter.

(1) They represent the T-Mobile brand and should help any T-Mobile customer. Especially new ones.

(2) They did miss out on revenue, as we ended up driving down the road to a properly run store, where we were helped and we purchased several accessories.

Shame on this store, its management and ownership (Connectivity Source) that it would direct its employees to not help a customer unless there is revenue in it for the store. I hope corporate T-Mobile reads this review and straightens them out. That’s not how the brand should be...

If I could zero stars I would. Pathetic. I went in on Tuesday to get an iPhone 14 since I was getting upgrade offers daily. The young man there inspected my phone ( iPhone 11) and told me that it would qualify for the $400 discount because it was an 11 and not an 11 pro.. I would get $200 . He then inspected and gave it the green light. Then he couldn’t get his estimater to work online. Since the 14’s would not arrive until three days later.. I decided to come back. Now we are going through the same process.. he inspects the phone .. shows it to a colleague who just says “nope”.. he says it now has a crack. I looked at it and it has the tiniest little scratch.. so tiny that he missed it the first time.. calls it a crack.. no trade in.. I wish I could take a picture of this barely visible scratch for you. He had already removed my $42 screen protector… which you cannot put back on of course.. he asked me first but because he had inspected it before ( three days earlier)I had no problem with that. So no trade in. Also in the two visits to that store they turned away and did not help anyone. Today they turned every customer away for one reason or another.. and put an elderly guy on a help line with T mobile on his own to solve problem. In two visits I did not see anyone get help at all. Time to switch carriers. This is not the first time I have had a horrible experience at a t mobile store. Thank goodness the product is great. The...