T-Mobile Authorized Retailer — Local services in Greenfield

First, let me address the 3-star rating upfront (have since changed to 1-star - see update below). I give the staff at this location a 5 star rating. There were issues porting my number over from Verizon and the two gentlemen working that night stayed late to help me resolve the issue. I stood there as they battled the dreaded customer support phone tree and they stayed patient and calm even after an hour of getting nowhere with support. I learned at that moment how bad T-Mobile phone support can be. Eventually the issue was solved and I commend the team for going the extra mile and keeping cool.

That said, I rate T-Mobile's service in Greenfield 1 out of 5 stars. At least in east Greenfield (N Blue Rd. and 100N area). In my home and on my front porch, I never managed to get anything over 2 Mbps down and was at less than 200 Kbps (yes, Kbps) up. I tried two difference devices (Moto G6 unlocked and Nokia 7.1 US model) and both yielded the same disappointing results. Both phones have T-Mobile Extended LTE band 12 support. Running the same test with Verizon, I got over 53 Mbps down and over 14 Mbps up standing in the same location on my Moto G6 (Nokia 7.1 is GSM only).

When I first moved out to Greenfield, I had AT&T and also had issues with connectivity with them. I guess GSM network support in Greenfield is lacking at the moment. The staff at this location were very helpful, patient and polite but it would be good if they were honest with customers about the poor service in the Greenfield area. I'm not even outside of the Greenfield city limits and the quality of mobile service is simply unacceptable on T-Mobile. I'm not even able to send MMS due to the unusable upload speed. Now I'm out the $40 + tax I paid for a month of service since prepaid is non-refundable. If you plan to use T-Mobile in the Greenfield area, I very much suggest getting the cheapest prepaid plan you can get to test it out for a month first. Speeds were fantastic in northwest Lawrence so it seems location very much matters and you cannot go by the T-Mobile service map.

Screenshots show speed test results from Verizon Prepaid vs T-Mobile Prepaid near my home.

UPDATE 11-22-18 - After the manager responded to this review asking me to email her to discuss getting my issue resolved/refunded, I sent an email to the address provided. I didn't hear back for a few days so I followed up. One of the people that helped me the night I was originally in responded for the manager saying she received my email. When I asked what she was doing about my situation I never got a response. So it would appear the response from the owner / manager was left as a way to make it look as if they were taking care of me when they actually had no intention of doing anything while assuming I wouldn't come back to update this review. Since dishonesty seems to be a trend with this location, I have updated the review to...

Had several HORRIBLE experiences with Verizon Wireless over the past week via phone and finally in store today. So we went down the street to T mobile. Chris the manager saved the day! He asked probing questions to figure out what we looking for in a phone and what was within our budget. He even gave us the manager's special and gave us 10% off all our accessories! Thomas took over once it was time to activate the phones and put the screen protectors on. He was amazing! He even helped us transfer all our stuff from our old phones to our new phones!!! T-mobile has the best customer service in the industry! Hands down! One last thing Chris overhead me say my back was hurting I wanted to take some ibuprofen but had nothing to drink. He went in the back and came back with a...

Stopped in to get a new phone as a birthday gift 🎁 to one of our sons. He loved it!!! Had to return a charging cable since they sold us the wrong one other than that service was great. Stopped in again to take care of a problem I was having with my phone, the staff there was helpful to correct the problem, the sim card needed updating due to the old style that came with my Samsung note 9. While there checked on trade in value and with deal that just began, was able to get a $800.00 trade in value for my Samsung note 9 & ordered the newest Samsung 22 Ultra so it will only cost me $399. Wow...