T-Mobile — Local services in Homestead

I have been a long term Sprint (now T-Mobile) customer but usually conducted any business I had through Best Buy. I went in store nearly 2 months ago to trade in my phone for the promotion the had on the Galaxy S21 models.

I noticed this month (after trade in credits were applied to my previous bill) that I was being charged full price for my new phone. Called customer service, who advised me to go to the store. I spoke with General Manager, Ian, and the salesman I originally dealt with, Jaemir. While both were great in store, the experience afterwards was awful. They needed to call a "customer support leason" who they were going to call Monday and call me back to fix the issue. No call Monday. I called twice per day, every day, for a week, and was told that I was the manager's "top priority". Called customer service Sunday, for a total of 4 hours, and they called the store for more information 6 times and were repeatedly hung up on. I called the store Monday, Jaemir assured me the man they needed to speak with was coming to their store on Tuesday and would call me before the end of the day, as the GM was out on personal leave. Still no call. Called customer service 3 times today, for an hour plus each, and was repeatedly disconnected. Finally got through to someone who was able to fix my issue, which I think only happened because my bill is due tomorrow. They seemed more concerned that I would no longer recommend Sprint after this experience than they were that I had this experience to begin with.

The prices are great, but the customer service headache is certainly not worth it, especially with this store who clearly doesn't want to fix problems...

If I could select zero stars I would.

When I went in to upgrade about one month ago I had to wait 20 minutes to receive service. I was fine doing this as I did not have an appointment. In total I was at the store for about one a half hours to upgrade two phones. Since my visit I have had problem upon problem with the changes that the sale representative made to my account. I signed off at the store that I did not want insurance on either phone. The sales representative proceeded to sign me up for their highest paying insurance on both lines. The sales representative told us about a plan that would be cheaper for us. I asked her to confirm that this would be cheaper multiple times and she confirmed this multiple times. Come to find out the plan I was given was $25.00 more than the plan I had been on. The representative also told me that I would be paying my last lease payment that day and as I had a bill due in a few days that lease payment would happen again, but would be credited on the following bill. I found out that was a lie as well.

To summarize if you go to this store and have Kerie A. as your sales representative be prepared to have issue upon issue after leaving the store. I have never had a worse experience upgrading my phones with any phone company in the past. Once the lease is up on the two phones that I upgraded to I will be changing my service to another provider, regardless of if they are...

If I could give this place zero stars I would. The staff (ESPECIALLY JORDAN THE MANAGER) were so UNHELPFUL and UNPROFESSIONAL. I had a different store send in warranty and verify the condition of the device. I went to pick up at this location who then tried to say a scratch was a crack. After Jordan scratched at the screen several times to see if there was a protective cover on it. I ended up driving back to the first store who looked at the device again and verified it was fine for the warranty. So they had to cancel the warranty through Homestead and reapply it to their store. So now I have to wait longer to get a device that should have been dealt with already. Mind you it's a kids watch with GPS so now for a longer period I will have no way to keep tabs on my child when they aren't home. All of the staff at the Washington location deserve a raise as they are so friendly and go above and beyond for great customer service. The Homestead location needs a new manager and a total overhaul on employees or they all need classes on what good and friendly customer...