T-Mobile Experience Store — Local services in Houston

If I could give negative stars I would. Spoke to Aracely who claimed to be the key holder on 9/13 who told me she would pass on my number and message to her manager and he would call me back the following day by 3pm. My horrible experience started in the end of July when I went into this store to add another line on my account. I also dealt with Aracely on that occasion and she helped me add the line to my account. I asked her if the additional line would be a certain amount, she confirmed the amount. I asked her if there would be anything else I would need to know, she said I was good to go. In August before my bill was due I checked my account and it was significantly higher, and that was excluding any prorated amount. I called customer service and they explained she had changed my plan to the “magenta” plan and I would be paying the higher amount. It was a mess but I couldn’t cancel my line so I was stuck with the higher bill then I expected and this new plan. This month sept I checked my bill again and I had a service fee I had never seen before. Called customer service again and they explained my Netflix account had changed due to the Plan change and I would be paying more. After an hour on the phone with 611, we came to a resolve. I decided to call the store, to explain to the store manager what a hassle I had experienced and maybe this employee needs some more coaching. Aracely happened to answer the phone. I didn’t know at the time she was the same person I had dealt with. I gave her the last 4 digits of the employees ID and her tone changed (because the ID was hers) she was rude, short in response, cut me off, and said the plan I had before was the same as the magenta even though 611 had explained they are different. I explained how things had changed and how I was unaware of the new changes even after I had asked. She said “my manager Quinn will call you tomorrow by 3pm.” We hung up and I called 611 back to file a grievance. But the rep took my information, called the store back and had me stay quiet while he and Aracely spoke. She had changed her tone, responded with sir, told him that she knows that she never told me wrong information because she was just repeating what she was told back in July. Why didn’t you just say that on the phone when I called? That you were told this information? Instead of being rude or fighting with me and not taking responsibility as the customer service rep you are? They hung up and the 611 rep notated everything and said he’d follow up to make sure this Quinn manager called me. The next day came, and the manager never did. My problem took time to resolve and it was a horrible experience, but how many more people will experience this kind of service due to people like this lady Aracely? Never stepping foot in that store and hope they coach her or do something to fix her attitude and...

If I could give this specific T-Mobile location — and more importantly, Talal; who helped me — more than 5 stars, I would.

Let me be very honest: I was a loyal Sprint customer for years and never had a single issue. But ever since T-Mobile took over, my experience has been nothing short of a nightmare. I dealt with constant problems, poor service, and customer support that left me feeling frustrated and dismissed. It got so bad, I finally gave up and switched to Verizon.

Before I made the switch permanent, I went to four different T-Mobile stores and spoke to multiple employees and managers. Not only was I given no help, but I was also treated incredibly disrespectfully. I was told that I didn’t need to be in the store, that I was wasting their time, and that they were “too busy” to deal with me. Never in my life have I been spoken to like that by a representatives — it was honestly shocking.

Then I walked into this fifth location — already angry, frustrated, and at the end of my rope. I fully admit I came in hot and took it out on the wrong person. But Talal who greeted me, didn’t flinch. He stayed calm, kind, respectful, and patient from start to finish. He listened. He understood. And most importantly — he solved every single one of my problems on the spot.

I couldn’t stop apologizing to him by the end of it. He turned around an entire year of frustration in one visit. I left not just feeling heard, but valued — something I hadn't felt from T-Mobile in a long time.

This man needs to be recognized at the highest levels of leadership. If T-Mobile had more people like him on the frontlines, I truly believe they’d win back the trust of customers like me.

To the CEO of T-Mobile: if this reaches you, reward him accordingly. He did more for your brand in 30 minutes than four entire stores could do combined.

I will be back to see him and switch back to T-Mobile as soon as my contract with Verizon finishes. I promise you if more people like him were on the frontline, T-Mobile would have 10x the customers they currently have now....

Transferred Family 4 pack from AT&T (WARNING STAY THERE) Did it for the big transfer fee pre Dec 31, did not know it was not available after the New Year neither did the sales person, although unlimited was better. No Reception in the Villages, Technician said it was because my phone was broken, Cancelled the phones after 3 days Bought a Samsung and asked to unlock to go back to AT&T, the T-Mobile policy is they can't unlock due to must hold phone for an extended period Gave phone back and asked for a receipt, T-Mobile Manager could not provide a receipt after a 5 minute back and forth, manager said TAKE the phone when corporate sends a check bring the phone back. There is a 14 day period return no ask ? policy, was almost up and no check, Went back and the manager was fired with half the staff. Joe (new Manager) took care of some of the out standing charges for starting the account services BUT I was never made whole. Got the $ for phone/device Lost 4 hours on phone customer service and minimum 4 hours waiting for 5 visits to store THEN my bill after 3 days of service is $229.24 oh no ... T-Mobile did not turn my service off... Now STILL WAITING IT IS FEB 16 and it all started on JAN 04 Is a collection agency going to call me...