T-Mobile Authorized Retailer — Local services in Lemont

My wife's phone was a T-Mobile LG. I was in the store asking about the T-Mobile tracking device and we talked about the LG phone. I was told about an upgrade to a TCL but I had to talk to customer service and couln't do it through the store. Days later I got the TCL and went to the store to get data transfered to the new phone. When I asked about the return of the LG they printed a label and told me I had to take care of it. For years I've been a T-Mobilr customer and NEVER had to exchange a phone in this manner. I immediately went to a UPS store and had the phone packaged and shipped. Weeks later I get a somewhat nasty email about not getting the LG phone and to take it to the T-Mobile store if I had it. A somewhat heated conversation with customer service followed. Days later I get an email stating they have the phone. I left Sprint to go to T-Mobile because of incidents like this. I beginning to get that Sprint smell again. I've been to several other T-Mobilr stores and have NEVER had problems like this that couldn't be taken care of at the store level. An email that tells me to take the phone to the store - I was at the storeI thought I heard that T-Mobile had great customer service except when you need customer service. This is the second time I've been to a T-Mobile store since the merger that I couldn't accomplish an issue I needed addressed, It's beginning to smell like Sprint and it's not a good smell. Strike 2. Considering how much I pay every month I expect better customer service the few time I need it. What happens after strike 3? The first time I went to the store I said I would talk to my wife about the TCL. When I went back two other sales people they knew absolutely nothing about what I was talking about and to basically go to another company. I'm beginning to think I should have...

Absolutely terrible. I walked in to upgrade my phone, before even asking me what my name or account number was I was immediately bombarded with the fact that the my phone has a crack in the screen and that I can not trade it in. I clearly understood and said that I was not looking to trade my phone in and that I did it threw the app and just wanted to pick up the phone. He then told me they did not have it in stock, I said okay well my phone is broken and I need to replace it today. He then proceeds to tell me that it would be over 1000$ and I told him okay that’s the 24 months split up, how much do I owe today. He didn’t give me an answer and kept saying that I need to turn my phone over through insurance fix my old phone than I can upgrade. His partner kept pushing me to go get my screen fixed at a third party place so that I can trade it in and get the newest iPhone. I kept telling them I was not doing that and I wanted to just uograde my phone so I had a working one. They would not help me at all, then more customers came in and they pretty much told me I can go to the T-Mobile in orland park and they should be able to help me. Waste of time. Was able to go else and was helped same day no questions to fix my phone or anything that they were saying.

The owner comments about wanting to chat, and he never gets back to you! Heads up stay far away...

My mom's phone carrier was Sprint before Sprint merged with T-Mobile. T-Mobile has been sending me new SIM cards to install, and I procrastinated beyond the May 1, 2023, deadline which caused mom's phone to stop working. I am handling mom's finances and am her full-time caregiver. Today I needed to transfer money between her accounts and could not receive the code to log into the account since the phone had been inactivated. I went to the Lemont T-Mobile and was told they could not access the old Sprint accounts. The salesperson told me to go to Homer Glen. When I got to Homer Glen, I was told they do not have access to old Sprint accounts anymore either. I was so frazzled. At first Mo was going to give me the customer service number to call from home, but after seeing how stressed out I was, he said we could call from the store. Between Mo and Dave, I had a working phone when I walked out of the store. I am so grateful to both of them. Stop in next time you need a phone--you will love the customer service! Thanks...