T-Mobile Authorized Retailer — Local services in City of Auburn

My husband and I stopped in to the Auburn store to upgrade our phones/plan yesterday. The Customer Service Dept called my husband to verify the upgrades and minutes after the verification call ended, everything the associate (Jordan) entered was wiped off the system. This lead to 3 hours (literally), of phone calls between the other associate, Hannah, the Store Manager, Daniel, and their Customer Service Dept. Over & over they called the CS Department just to be told my husband’s phone was previously turned in/upgraded. Apparently when the Destiny Mall store processed a previous upgrade for us, they made it look as if my husbands phone was turned in and replaced, rather than the actual phone that was replaced. I still don’t understand how that could happen considering my husbands phone was working… But after 3 hours, the upgrade was finally completed because of Hannah’s persistence and her diligence in not taking “no” good for an answer, as well as Daniel’s Managerial skills. All the while, Jordan worked on my upgrade, which went through without a problem. Daniel, Hannah, and Jordan are a credit to the T-Mobile name. They went out of their way to address the situation and took personal interest in making this right. Kudos to...

Was told phone plan would be 110 a month with new phone, get the bill it's 201 dollars. Previous plan was 51 dollars a month. Was also told samsung 6 watch would cost 36 dollars to cover taxes (No mention of down payment at all, asked very clearly EXACTLY how much money I needed to bring, response from Dan was 36 dollars to cover the taxes.) Then price would be split over 24 months, took day off of work and upon arrival the owner/manager Dan tries to push a different worker on me to give me the bad news. At cashout was asked for a 286 dollar down payment. Tried to upsell me on home internet as well. Felt like I was at a shady car dealership. Go to Walmart, might take longer but atleast the prices are laid out clearly and honestly. To their credit they atleast gave me a credit in bill, not without a complaint though. Also, even after the credit, the bill was still higher than the 110. Can't wait to receive next bill and see what that one looks like. Can...

Went into the store today to switch over to T-Mobile and was helped by Courtnee and the ASM. They were fantastic. Answered all our questions(more than once), they were extremely patient, knowledgeable and we didn’t feel rushed or pressured into anything. They really made the whole process smooth as possible. They went above and beyond in assuring all our questions were answered and making sure we were confident in our decisions.

I had also stopped in earlier in the week before we were ready to switch over and was helped by Lauren. She was great also! Even knowing that I wasn’t doing anything or buying anything that day she still gave me her full attention, was patient, friendly and gave me all the information I needed to come back for whenever I was ready. I’m very glad we have switched over knowing there is a great team we can go to for any...