T-Mobile Experience Store — Local services in Farmington

On Wednesday June 23, 2021 at approximately 10:18AM, I went to the said establishment T/Mobile to fix a cracked glass on my wife’s IPhone. Upon entering I met Ms. Yomari Ortiz who alleged she was in charge at the time. I explained I did have insurance with Asurion which I previously verified.

She started to behave very aggressive telling me it shows I had no insurance on the phone. She said she was going to check further, still telling me it didn’t show on the screen I had insurance on the phone. She started screaming and behaving very belligerent towards me, saying I am giving her a hard time. They were other customers in the store. I stated can I just get my wife’s screen fix. Now she threatened that she wasn’t going to take care of me, I had to wait until the manager arrive at 12:00noon, which would have been approximately another hour wait. She requested my personal pin for my account at first I was extremely reluctant, but I gave such to her. Later she’s still acting very belligerent she alleged the boss just placed the insurance on my account. I found out from Asurion that was a false statement.

After such, I signed some paperwork and she forwarded such paperwork and phone to the Tech on duty. A few minutes later the tech stated the screen could not be fixed because the phone had moisture/ water. He showed me a small spot in the phone. Since I am not qualified in such, I could not debate his findings. He further contended due to a piece of glass being chipped off, air conditioner in a car could even caused such moisture. Personally, I did have my reservations about his contentions. Now keep in mind all I wanted was my wife’s phone screen to be fixed. The phone was working very well. When I brought the phone back to my wife, the phone kept shutting off, could not charge and wasn’t working properly.

Later on that night I took my wife to another professional establishment got her a new phone and we both couldn’t wait to REMOVE our account away from T-Mobile. I will be checking with Asurion what are our options with the old phone. We will be informing all our friends to come with us to this great establishment we found, where one gets treated with dignity and respect. WHAT A DISGRACE DEALING WITH THESE INDIVIDUALS. Whereas they are such embarrassment to...

My neighbor has a Motorola Revelry phone from T-mobile. It fell in water & had to be replaced with a refurbished phone.

They did not set it up for him so l had to do it twice for him.

What a nightmare! I called T-mobile & they read the same info from the net on how to reset the phone that l had. Nothing worked. It was almost funny & totally incorrect! ☹

After 3 phone calls, a rep finally told me the phone was made by Motorola & they transferred me to them.

The rep walked me through the process quickly & it was totally different than anything on the net & what T-mobile customer service told me. It was correct.

It took me almost 4 hours to get his phone set up with all the wait time & phone calls.

Since then, the refurb sent to him has failed several times & l again had to do a factory reset.

So many hours on the phone before l could even perform the factory reset!

What a nightmare! T-mobile said who manufactured the phone rather than branding it as their own, it would have saved me & the customer service there sooo much time & anguish.

T-mobile really needs to train their customer service staff more properly.

I would give them a D- on their knowledge of the phones they sell. In addition, the quality of that phone is junk.

Attempting to customize the phone is a impossible!

Don't ever buy that model phone. I'm a phone tech & have never seen such junk. The settings are nothing like any other quality phone.

For the money they charged, they clearly do no research on the phones they sell.

This is the 3rd model he has bought in 2 years. They were all equally useless.

Buy Samsung Galaxy S models. Much better customization available but unfortunately the camera megapixels has decreased rather than...

Worst experience with a phone company. Been with Sprint for years and never had an issue, decided to merge solely because of my promotions. The promotions turned out to be nothing like what I was told. Took an entire month for them to figure it out after multiple calls to the call center and my bill is STILL higher than it’s supposed to be and as promised. The people in the store messed up on my merge and couldn’t even clean up all of the mess they created. I had to call customer care. I’ve had to take so much time out of my days to call the 1-800 number to explain myself over and over for them to understand. It’s three months later and my bill still isn’t what it’s supposed to be. It’s so disappointing. It makes me feel like I’m just dollar signs and not actually valued. I’m so tired of explaining myself. I will be leaving this company.

UPDATE: I reached out to the manager and he worked hard to fix my problem which I really appreciate. I’ve spoken to so many ppl that I was so over it. But he took the time to review my bill and reach out to customer care to resolve any errors. Though the solution is pending, I still...