T-Mobile Authorized Retailer — Local services in Fox Lake

So far this has been a horrible experience. I was a Sprint customer and when T-Mobile took over and decided to to 5G they said that one of the phones I had would not work after Jan 1st 2022. They sent texts that said come in and choose from a selection of phones that would be free after bill credit. I went to this store and they said yes we see that on the account these are the phones to choose from. We agreed to one of those and set it up. The understanding was the bill credit each month would make the phone free. Well so much for that. Each month I get charged for a $30 for a phone I did not really want with an $8 credit. How is that free. Online customer service says store has to handle this situation. We went to another store to get some answers and it appears that Fox Lake gave us the wrong phone and did not in fact give us a free phone. Even though they said this was on the list of free phones. Back to Fox Lake it is the second month that they say the put a credit on my account but can't give me any proof of that AND GUESS WHAT no credit on my account when I look at my bill. I just keep getting the run around. So again I get to waste my gas, time, and patience going back to the store. So if I were you I would stay far away from this store and T-Mobile in general. I will run my contracts out and then will be...

Went to get my wife's Motorola phone looked at. We got this phone from T-mobile 3 months ago and now it lost 5G. The T-mobile rep put in a new SIM and told me it will be a few hours until it get re provisioned and I should leave and it will auto update and be good in a few hours. I showed him we can force refresh the provisioning on the phone via setting and that it still had an issue. The T-mobile rep took a long time to look at it then told me it was the antenna and he will order a replacement for $20, and that I will need to pick it up in a few days. I asked why I needed to pay $20 for a phone that t-mobile gave me (Which I am still paying for) that cleary has a manufacture issue? and he said its he is the manager of the store and that this is T-mobile policy. He was very rude and dismissive when I asked why he told me it was the SIM then told me it was the device itself? when I left the store, I contacted Motorola and they told me there is a know software bug on this device they are aware of, and will send me a software security patch directly to my phone based on my phone SN that will fix this issue. No need to replace the phone. No need to pay $20 to T-mobile. - Shame on this manager for such a poor customer service and for being so rude to...

I went into the Fox Lake, IL store - S Route 12 & Haritgan - on Sun, 1/21/2018 because I needed to get a sim card and switch over to a new device. I was helped by both Kevin and Vhince, who gave some of the best service I've ever had with T-mobile and, in general! They were both super helpful and knowledgeable about the devices I was switching from & to and were able to recommend exactly what I would need. I was told the POS system was down and they may not be able to do the transaction, which was a disappointment initially. BUT, they worked together were able to work around it! They managed to activate my SIM card and help me change over the data from 1 phone to the new phone, even while all the systems were down. Kevin was especially helpful with getting all of my data transferred over. I was going from a Samsung to a Nexus, so we needed a couple different apps to pull my call log and text messages, as well as my photos and my apps. It took about an hour for the whole process, but it was very pleasant and I would highly recommend them anytime you need help with a new phone or switching...