T-Mobile — Local services in Charleston

Agreed. Store manager Lee was rude and refused to help resolve the issue with my account. I just wanted to get my phone unlocked. She would not return my numerous messages left with other employees. Some of these messages were left while she was there. Had me sit on the phone for 20 minutes on hold then finally another employee said she would call me back later. That return phone call never happened. Finally after not returning my calls, a customer service rep from T-Mobile's Customer Resolution Team set up an appointment for me to go into the store to get assistance because it had to be done in store according to Resolution Team. When I called an hour before Lee happened to pick up the phone. She said that she did not know about any appointment nor did she have any of the information that the Resolution Team said they would send over about by account. She said "Yea, you can come in if you want, but all I'm going to do is put you on the phone with customer service." I asked for the contact information for her district manager who I believe is a Mr. or Mrs. Torres. She refused to give me the contact info and said she would contact them for me. I made this same request twice two weeks apart and never heard anything. I was advised at this point by the Customer Resolution Team to try another store. I called the West Ashley store and the manager said they would have the District Manager contact me. They never did either. -The rest of the staff at the store were nice although according to the Customer Resolution Team, either not well informed about what they should/could do with the issue with my account, or not willing to do it. *It took 23 phone calls, 5 store visits, 6 emails and 10.5 hours to simply get a phone unlocked that was paid off a long time ago. One of the worst customer...

Exceptional Customer Service at T-Mobile – Patrick & Shay Went Above and Beyond

I recently had the pleasure of working with Patrick at T-Mobile, and I must say, it was an outstanding experience from start to finish. Patrick's exceptional customer service, attentiveness, and dedication truly made the entire process seamless. He took the time to listen to our needs before jumping into action, which is rare these days. Thanks to his expertise, we were able to move over four lines and save almost $300 a month on our bill.

What stood out even more was Patrick’s commitment to helping us, even after his shift was supposed to end at 5:30 PM. By 6 PM, we had to insist he head home, as we were simply waiting for the final phone to transfer. His dedication was impressive, but the cherry on top was Shay, his coworker, who stepped in to finish everything smoothly.

We were so appreciative of their help that we even brought Shay some food after going out to eat. If you're looking to save money and experience customer service that actually listens to your needs, go see Patrick at T-Mobile. And if he's busy, trust me—Shay is just as incredible.

As someone who runs an IT company, I can confidently say this was a truly exceptional experience. Even my 74-year-old mother remarked, “Rob, that was the best customer service I’ve experienced in over 20 years.”

Thank you, Patrick and Shay, for turning what could have been a daunting task into such a positive experience. If you’re in the market for a phone upgrade or need help with your plan, go check them out. You won’t be disappointed!

To the DM or RSM who may read this. These are not employees but ambassadors...

Purchased a galaxy Note9 about from this store about 9 month ago. However, I just lost my phone. Immediately I went to Tmobile where I purchased the phone, to see if they can locate it for me. Well, the person (the one with the tatoos everywhere)clearly was not interested in talking or helping me. His thing was for me to get a new phone, since I had insurance. He told me to go to "Lookout" app to locate my phone. I have no phone, so how am I going to app it?. I would also need a computer to sign up on "Lookout". Well. I came back with my laptop. I asked if they had Wifi. "No, but we use Kicken Chicken Wifi who is next door. Tmobile store, no Wifi, SMH, now that tells me a lot about this store. After an hour in the store working on my laptop with no assistance from the store rep and talking on the phone to someone I could not understand, I left in frustration. Went to my house, continued with my search to locate my phone and found "locate your Samsung phone" website. It took me to the vicinity of where my phone was lost and I found it. I like my Samsung and I like my tmobile service, however I'll be going to a different tmobile location when...