T-Mobile Experience Store — Local services in Hiram

This is a WELL DESERVED 1-Star, and this experience alone has made me want to switch providers at the end of our contract. Jamal, the manager of this location, should consider a different career, as retail customer service is not his forté.

I waited to do this review until everything was resolved, and this is the end of a cumulation of failures on T-Mobile's part. We visited this location because I wanted to celebrate my wife and I's closing on our house by buying us two Apple Watches, and upgrading my phone from an iPhone 11 to an iPhone 13. It was a great day, and the person who helped us (sorry, do not remember his name) was nice and cordial. No issues there.

The problems arose when we received our watches. Mine was fine, as was my phone. Everything worked as expected. However, my wife's watch came with the wrong wristband and couldn't fit her arm. We specifically ordered the Apple Watch with the Small/Medium band for this purpose. We received a Medium/Large for her. This was going to be an issue, and in my mind, a simple one to fix: just give us the appropriate wristband. Apparently, I was wrong and I was in for several headaches over this wristband.

I went back to the store and asked if I could swap the wristbands for something that fits my wife. Was told this was impossible because they do not ship out wristbands and just the whole product, which means they would have to open another box to get us our wristband (okay, so do that? not my problem, y'all messed this up). The person who I spoke to was also the person who got our orders in when I came back for the wristband; he suggested I go to the nearest Apple store which was in Cumberland, and he TOLD US they would just swap it out. Cool, made plans with my wife that following Wednesday to go to the mall and resolve this issue.

As you can probably imagine, this lead to even more issues. Apple Store, busy as always for some reason, approach one of their 100 employees and explain the problem. Apple informed us they can't swap out the wristband and in fact cannot help us at all since we did all this through T-Mobile. It was a 30 minute drive there, so an hour wasted all and all on top of current gas prices.

At this point, this was getting ridiculous. All we needed was a wristband swapped out because they sent us the wrong one, so I called the store again and this is when I spoke to Jamal. Terrible attitude, told me to calm down while I was speaking to him? My guy, no I am not going to calm down. Whatever, he was also no help. Oh it keeps getting better.

Get our bill. Over 200 dollars. This made no sense, so I went and checked my bill and noticed that they ADDED A LINE TO A SAMSUNG GALAXY to our account??? WHAT?! You thought we weren't going to catch that?

T-Mobile has been garbage for a hot minute, so this isn't surprising. All this over...

It took me a minute to do this review because I wanted to make sure that I didn't do it while frustrated. I went here on 2/21 to have my screen replaced. Sprint's amazing new insurance allows you to pay $29 for screen replacements now. My screen had a small crack in the top left corner of my phone that mostly covered the black strip that runs across the phone (S9+). I spoke to someone the night before that confirmed that it would be $29 and when I got to the store, the tech girl said that it would be $29 as well. So I'm standing there trying to make conversation and I was like, I broke the screen a couple of months ago and funny thing is that a tiny piece of glass fell on my finger yesterday, which is what prompted me to come in and get it fixed. She says oh, a piece of glass fell out? I said yeah, very tiny, about the size of the tip of a pencil. So she says well if a piece of glass fell out then I'll have to charge you $140 to replace the screen per Samsung and Asurion's agreement. So I said wait, what? Ma'am you didn't even know that the tiny piece was missing until I said something! So she says the thing is that just under the glass is the screen and just under the screen is the motherboard and once the motherboard is touched, then the phone is gone... now keep in mind the screen looks perfect, so I said well does my screen look damaged and she said NO! So I said do I still have to pay the $140 and she said YES. So I told her that I just did a preorder on the S10+ and if I just send the broke screen back, how much would they charge? She says up to the amount owed on the phone which was $500+, so I said cool, I'll just pay the $140. It took between 30 and 40 minutes for her to fix the screen and she ran the diagnostic test on it and stated that the phone worked perfect. So I asked again about having to pay the $140 and she said YES. I paid the $140 and she told me to fill out the survey once I got it and to be sure to rate her service and not Sprint's policies... I'm looking like you gotta be kidding me. Fast forward to later the same day, I reached out to Sprint and a manager from the regulatory offices contacted me. She said that the tech support agent was supposed to charge me $140 if the actual screen and/or motherboard was damaged as a result of the cracked screen. She said that for a screen repair, with or without glass missing, the price is $29!!!!!! I had a credit issued to my account and decided that I'd never go back to the Hiram store again. I never received that survey that I've been waiting for, so I came here to share my experience! Thanks for the huge inconvenience Hiram Sprint tech girl, and I rate you a 1 for the poor customer...

We originally switched from AT&T to Sprint because we were fed up with their poor customer service (both in stores and over the phone) and their habit of adding fees for services we didn't request. We were VERY happy with Sprint...until today! I walked in the Hiram store and will admit, they were fairly busy. However, after standing for 15 minutes or more, not one person acknowledged my presence by saying, "We will be with you shortly," or, "May I ask what you're her for?" NOTHING! Another couple came in, then a family, and then another couple...we were all astonished at the complete LACK of any sort of greeting or ANYTHING! I came in to have a screen protector put on my phone. The last one I put on myself and the service person I saw shortly after that said to me, "Next time, bring it in the store. We will gladly put it on for you." Finally,after a total wait time of 20-30 minutes, a guy came to ask what we were waiting for. When I told him, he told me they couldn't do that. Since I didn't buy it from them (I purchased the original one from this store and Zagg has a guarantee that if it is damaged, they will replace it for free) they couldn't put it on because if it got an air bubble underneath, they couldn't give me a new one. I told him what the person had told me several months ago, and he said the same thing. I calmly told him that while we were all waiting to be serviced, Sprint was quickly losing respect due to the poor service. I started to walk out and he then said, "The best I can do is do it for $5.00." I wanted to ask him if we were living in Tijuana, Mexico, but I held my tongue and said, "No," and walked out. Sounds like a very shady offer. Sprint will be getting a call from me tomorrow, when I've calmed down. (I would have given them zero stars, but this was...