T-Mobile — Local services in Lake Zurich

I visited the T-Mobile store in Lake Zurich today at noon. There were three representatives present, but no other customers. As a result, I was the sole customer during my entire visit. When I mentioned my intention to purchase the iPhone 14, one of the reps informed me that they had three different colors of iPhones in stock, which aligned with the information I had found on their website prior to my visit. I opted for the purple color for my phone. However, when I declined his suggestion to purchase accessories and a protection program alongside the phone, he went to the back office and returned after consulting with another employee. He then informed me that they only had black color phones available and offered to assist me in ordering the purple one online, informing me it would save me a $30 activation fee. Since I had come to the store knowing that already and specifically for the phone, I decided to settle for the black phone. He retreated to the back office once again to confer with the other employee, and upon returning, he expressed his willingness to help me purchase the phone online again rather than making the sale in-store. Realizing that he seemed uninterested in selling me the phone, I informed him that I would handle the online order myself. Without delay, I headed to the Apple Store in Deer Park instead, where I received assistance in exploring all available colors and promptly activating the phone of my choice. As a T-Mobile customer for nine years with five family lines, I am now contemplating the possibility of switching to...

Long story leading up to this. For years and I mean for over 4 years, we have been attempting to merge my wife's account with mine and every time we've gone into the stores, there is a problem from the "corporate" servers, where we cannot do it. Therefore we have (to my calculations) over paid by about $70 a month, by having two separate accounts. We took a deep breath and scheduled a visit to come into the stores to do this and get my daughter a new phone (they say they don't do that, but we did it). When we got there, Marquis was our Rep. He was so patent and caring and kind! Honestly...I am in sales myself and know that each consumer measures (subconsciously) the next Consumer Experience up against the very best in that Consumer's lifetime. Keep in mind, we went into this with much trepidation and disbelief. But the other side of it (took hours), we were able to merge the accounts successfully. Hugo (the Manager) and Marquis were both so wonderful and patient. They took the time to help my Daughter get a new phone and then move all the data over to it and even put on a screen protector for her and everything. I cannot write a more glowing review for them especially considering all the grief I have had with T-Mobile going into this. I almost switched carriers, if it were not for this experience. You need to promote Marquis and make sure you take care of him as he took care of us! Don't look now, T-Mobile may just restore my faith in them after all. Thanks so much!...

Signal coverage in city area is fine, however when I travel close to lake or mountains, signal lost rapidly. I have to use phone from other carrier to provide GPS guidance. As royal customer, I still upgrade my phone at the end Feb. to latest Samsung Galaxy S10 in the store (1007 south Rand Rd., IL). The store promised $150 trade-in from old phone which they have accepted in good condition. But I only got $5 so far. What a liar! I have contacted the store 5 times, call center 4 times. They told me will fix it in another 3 weeks. I am so disappointed. When I puchased S10, salesman tricked me purchased unwanted items with the phone and told me they are free. Actually, they are not free at all. Be very careful when you shopping in T-mobile. I don't think good business can last too long without...