T-Mobile Experience Store — Local services in Fairlawn

I have been with sprint for 8 years and always had great service with this store until yesterday. I have an i phone with insurance screen crack and when in to have it repaired. i got there in the morning and was greeted and this is were it turns bad. i brought out my phone to show i had a cracked screen and she said that is was to broken to be covered i had to an insurance claim for 250. she said i needed my i password but i forgot it, and asked her how to do a forgotten password. she said i dont know i will google it. how do you not know your products and services. she never even took the phone out of my hand to look. i ask what the insurance covered and she said since there was a piece missing they cant do anything. but you are able to upgrade we can do that for you. so i ask her to show the piece missing and she pointed to were two cracks came together but it took a few seconds of looking. i said i don't understand since its all getting replaced what does it matter. so she got one of the tech guys awake and had him try to explain it, he was rude from the start. he said the phone was compromised because the piece was missing. i took a pen a showed the glass was still there, it just had a chip the was just big enough for the pen but was not through to the inside of the phone. he said i am not spending all day with you going back and forth either insurance claim or new phone. i walked out. went right over to apple store and showed them the phone, asked can the screen be replaced and if i had insurance through them would it be covered? they said yes and we can replace it anyway for 149 today by the way. so i went back to the sprint store with my phone fixed and said apple fixed it with no question. they said my phone was out of warranty since i was not fixed properly, but they send people with apple i care all day long to get there stuff fix. i ask how is that possible since apple fixed it the manufacture of the phone. i was told they had other customers to deal with and i asked for the manger who was out at the moment. i will be really considering switch providers if this is how customer service is always...

Yesterday on Thursday, May 26th, 2022 I stopped in on this T-Moble location. I was greeted by an: Hello Welcome to T-Moble we will be right with you. Then a minute or so later an associate working there came up & took my name & asked me how can I help you. I told him I believe my phone was not working correctly and I might need a new phone. He said we are all with customers right now and someone will be with you in just a few minutes so if you could just take a seat someone will be with you. So within less than 5 minutes Brandon who works for T-Moble approached me and ask me how can I help you. I again explained to him that I believe my phone was not charging correctly and it kept on dying out on me and I need you to check it out. He said that he would give my phone an diagnostic check & seeing what is wrong with my phone. So while I waited I started to look at other New phones. Again within a few minutes Brandon returned & said that my phone was loosing power & apps & my old phone was on it’s way out. He then said without any pressure to me on purchasing a New T-Moble phone suggested you can check out our New phones or you can choose another Phone. So since I was in need of a New phone right away I decided to purchase one from T-Mobile. They were offering great deals on there New I-Phone 13 Pro so with that I choose that one. It was a very easy translation from my old phone to the New Phone. Brandon explained everything very clearly and answered all my question politely and with a smile. He made me very comfortable buying this New T/Mobile I/Phone 13 Pro. We either had to sit & wait or return back to the store because the phone was going to take about 30 minutes. I choose to return back to the store. When I did return my phone was ready & again Brandon was very helpful again going over the New I-Phone 13 Pro and if I had any questions. His professional service I believe went above & beyond his service to me. T-Moble should award this person for his customer service to me. Thank You Brandon and if I am in need for any problems with my phone you are the person I will see. Thank You again. I rate...

I recently had a problem with my phone, it took me 45 mins to get to this store, when I got there I explained to the guy what the issue was with my phone, in my case it was “moisture in the USB port” causing my phone to not charge, after telling the guy that this phone has never been around water, he somehow is a water expert who can just look at the charging port and tell it was water damage, wow, however I know the phone has not been around any water, he then proceeded to tell me that it would cost me $250 to repair the phone, by the way I have the insurance, he then has another “water expert” look in the USB port and decide that it was water damage, they got all this information without even hooking it up to a diagnostic test or anything, I did my research before going to the store, on what the issue could be, it is a manufacturer malfunction, which IS covered by the insurance, I told him this when I first walked in, so after being frustrated with the employees at this location, I called Sprint, who transferred me to the insurance department, who then had me send in the phone to have it looked at the correct way, they received the phone and within a day called back and determined it WASNT water damage, by the way, the specs on the phone are:30 mins waterproof, anyways, they also determined it was a manufacturer malfunction, they are replacing my phone for FREE, good thing I didn’t give this rip off store $250 to get something fixed that I didn’t cause, this store is the reason my family and I will look for a different carrier when this...