T-Mobile Authorized Retailer — Local services in Indian Trail

If you go, steer clear of employee Jordan. She is lazy and will draw out the process. She made it the most difficult transaction for my son, whom brought in his own T-Mobile locked iPhone for activation. We had his number ported in and she charged us before completing port process. Told us port was done, but his phone didn't work. She said it would take 48 hours for port to be completed. I told her I never heard of this. So, you expect me to leave this store without a working phone and I paid? No ma'am. She apparently ordered a huge order of Popeyes for herself and it was delivered during our transaction, so that is all she had on her mind.

I called our previous carrier and asked if they released the number. He said it was unsuccessful because Jordan entered the incorrect port code. I made her call T-Mobile customer service to verify because she denied entering it wrong. She called and I made her put it on speaker. She indeed entered the wrong code. So, imagine if I waited 48 hours for nothing. Carrier generated another port code and I made her keep T-Mobile on the line until port was successful.

It is now ported, but my son's phone is still not active. She stated his phone is locked so we can't have service there. I explained to her it's a T-Mobile locked phone so he indeed can have service. She said it's obviously not T-Mobile because the phone is not activated. I told her I wanted a refund if you are not going to provide the service. She told me no refunds. I'm now laughing with disbelief and rage. I insisted she called T-Mobile again and verify his phone was indeed a T-Mobile phone. She flat out refused. I called T-Mobile in front of her on speaker. Not only did they verify I could receive a refund, but she verified his phone was indeed a T-Mobile phone and Jordan put in the incorrect e-sim card. They activated my son's phone remotely with no help at all from her. I told her his phone was now activated with no help from her; now go eat your chicken since that's all that was on her mind. I reported her to the manager onsite. He apologized and said he heard all of it. He gave my son a future $20 credit. Clearly not enough with the hours wasted and it was practically a self service activation. My biggest problem is, if you heard all that I was going through with her, why did you not intervene? I recorded the conversation with the manager if anyone from T-Mobile is...

FYI, long post:

I went into the store around 12:30pm on 10/24/22, thinking to make a simple upgrade of my I-phone 7 plus (yes, I know, old as dirt) to a new I-phone 14. I hadn't been backing up to the cloud for several months and my phone was so old it wouldn't update any longer. So what I thought would be a simple upgrade literally took hours. My fault completely. BUT, the team at the store, Nelson, Jenelle and Amanda, are all absolutely top notch. They tried the normal swap of data from one phone to the next with them talking to each other. Nothing was happening. I ended up purchasing more data in the cloud and began an eternal wait of my info backing up to the cloud. I left and came back periodically to see what the status was. NEVER one time did anyone act irritated that I was popping in, yet again, to see the status. Long story short, they needed to keep my old phone overnight because it wasn't technically my phone any longer. They got the new phone to work so I could call and text and whatever, and that worked just fine for me. When I called the store this morning, I was told that the upload finally completed. Thank goodness. But I really do appreciate the team at this location. It was the least stressful cell phone upgrade I've ever had, even with the complications (again totally my fault). They were all personable, professional and just really awesome to work with. Thank...

Giving them 4 stars only because with just a couple of customers ahead of me it seemed to take a very long time before someone got around to me. It was Friday night and the sales associate did apologize for the delay. He was professional and knowledgeable at all times. I had done my homework and he said he wished everyone knew what they wanted like I did. I moved service from 2 phones and the rep checked them out thoroughly to make sure there were no problems. I asked him to wave the activation (you can always ask), he checked with his manager (smart) instead I received a discount in the form of a $25 credit on my bill for the activation of 2 phones. It's just $25 but basically they met me half way. Little things like that make me feel that I'm a valued customer, the rep really didn't have to do it for me but you can bet...