T-Mobile Authorized Retailer — Local services in Gun Barrel City

We brought our Samsung flip 4 phone into the Gun Barrel store because the screen stopped working. The store employee provided us with a phone number to call to take care of the issue which we did. T-Mobile handled the issue and sent a replacement phone to the store for us to pick up. When we arrived at the store, Candace the store manager said the screen was damaged and she would not replace the phone. We were confused, understandably, because we had an order number and authorization for the new phone which we had waited for a week to receive. She then stated that we were told to file in insurance claim instead of a warranty claim which was not true. First of all, Candace was not present when we took the phone in originally. Therefore, she had no knowledge of what was said. Secondly, we called the phone number that her employees instructed us to call and , thirdly, why would we do something that was contrary to what we were instructed us to do? We did exactly as we were told and a phone had already been sent as a replacement. There was and is no damage to the screen, period. (See attached photo). Candace needed to step up to the plate and take responsibility for her employees actions if they made an error which I don't think they did. It's very frustrating that we did exactly what we were told and we were pleasant to all of the employees. We now have to start the process over and file an insurance claim when it is clearly a warranty issue. Obviously, her employees also determined it was a warranty issue. It's very deflating to deal with issues when you're not treated fairly. I hope that there may be another representative of T-Mobile can help us out. We have no problem following the correct procedures. It just isn't cool to make up a story that just didn't happen and then state that we were not...

So.... My 93 year old grandmother ran over her i-Phone. She went into the store and was told it was $200.00 to replace it (insurance). She does not have a ton of cash flow. Did I mention she is 93!!?? The guy in the store told her. "I can give you a free tablet" She thought she did a good thing.... you know at 93.... I get my bill a few weeks later and see this device on there so I called my 93 YEAR OLD grandmother. I asked her "Memaw did you get a tablet" She replies yes the sprint store gave me a free one! I can use my bible app and my facebook.... Ok so I could not get mad when she said that. However, I told her "Memaw they are billing me for it, Can you take it back and Ill find you a used phone online" She got all upset and took the tablet back that day... Meanwhile I have been getting billed for this device for FIFTEEN MONTHS! This has cost me about $405.00 with $240.00 remaining.... I have been on the phone with customer service 3-5 times now trying to get this resolved. Called the store several times and was told by the MANAGER they would have to contact their regional manager. Never got a call back. The store manager has now changed and they are unable to locate this device....

Do not use this store! They will rip off your 93 year old...

I have been a customer for over 2 years now and the service has been TERRIBLE. I feel like I'm in a hostage situation with this contract. It is a win win for the company while my service and your support lacks much! You continue to be paid for a less than service. At what point do we just give in and break the contract. I've held on thinking things would be better with no change even after TMOBILE purchased Sprint.

Since day one, when I go into a store I am told one thing, when I call customer service, I am told another. In fact, I can speak to 3 different people during the same phone conversation and be told different things with each person.

Today, I spoke to two people and wasted 1 hour and 19 minutes and got NOWHERE. I have held on even after several family members have left and gone to AT&T AND Verizon because I didn't want to break a contract. I have requested to be let out of the contract due to the issues with my account, I have requested help or some give on the company's side - nothing.

BEWARE - once you sign - you are in no matter what! The service is terrible in Texas and the Customer Service...