T-Mobile Authorized Retailer — Local services in Four Corners States

Today I came into this store to get my phone replaced after I filed a claim through T-Mobile customer service. The manager stopped the woman that was helping me due to the damage on my phone being “ineligible” for T-Mobile to fix for me. When I asked why another T-Mobile representative told me I was eligible for it to be replaced, the manager told me that “the customer service reps don’t know what they’re talking about and they get in autopilot”. I asked if they could replace the screen protector that they tore off my phone since they were no longer replacing it. The manager got me a new one and slapped it on my screen without wiping my phone off. I was shocked that he did that so carelessly because I used to be an employee at T-Mobile and I was taught how important it is to make sure that no dirt or specks is on the phone screen before you apply the screen protector. When I told him that my screen was really dirty, he told me “Well this isn’t gonna be my best work or anything. I’m just trying to get you a screen protector.” What makes me not deserve his best work? I’ve been a loyal T-Mobile customer for close to a decade and I was really upset to hear a manager tell me that I didn’t deserve to have good customer service. This poor interaction and the “miscommunication” with my claim makes me want to change cell carriers. I definitely won’t be back to this location on Dysart and Camelback and I won’t encourage anyone to go to this location either. I’m happy to be writing this review with dirt under my...

Horrible Customer Service.. My husband & I went in to this store about a month ago, 1 to pay off a phone & cancel the line & 2 to find my son a good tablet. We paid off the phone & the girl that was helping us verified & confirmed that the phone was paid & the line cancelled, mind you we asked her several times that it was done & each time she said yes. She never mentioned any extra steps needed to be taken.. A month goes by, i get my bill & it shows we are still being charged for the line .. My husband goes to the store & is helped by the same girl who didn’t do her job right the first time & instead of owning it the girl goes on to make excuses & then says we have to call to cancel a line .. As far as the tablet we were looking for an IPad & this store doesn’t carry them however we had been to other stores that did & we told her this but instead of her checking for us she simply said no stores carry them & we’d just have to order it .. we had to go all the way to the Estrella location for better service & they helped us find a TMobile that did carry the IPad we were looking for .. this location has been no help at all .. you guys either need more training or better staff .. if i could leave a zero star...

I’m actually really disappointed. I haven’t had a phone line in a while. I’ve just been using prepaid — I went in to see about adding an Apple Watch to my account and possibly adding my daughter onto my account as well.

I ended up getting an iPad and the Apple Watch but was having issues with trying to port the number and what not. I ended up just changing my mind about adding the lines and decided to go to a different location in Goodyear while out shopping. I ended up finding out that none of the information provided to me at this location was accurate. They did not put me on the correct plans for the promotions and my bill was significantly increased. Thankfully at the other location they were able to got my account back to normal although I will receive a bill with prorated charges. I appreciated the time put in to reverse the actions of this location. However, this ultimately left a bad taste in my mouth and I did end up transferring my...