T-Mobile Authorized Retailer — Local services in Lemoyne

I went to the T-Mobile store in Lemoyne in August to set up a new line for my child. I specifically asked for a phone that comes free with a new line. The representative offered us an iPhone 13, claiming it was part of a promotion and assured us we’d only need to pay for activation and the monthly usage fee – the device itself was supposed to be free.

During the visit, the representative also informed me I qualified for a $760 trade-in credit to upgrade my iPhone 13 Pro Max to the new iPhone 15. While I wasn’t planning on upgrading, the promotion sounded appealing, so I went ahead with it. They told me the credits would show up on my account in the next billing cycle.

When the next cycle came, we only saw a 50% discount on the iPhone 13 for the new line and a $150 credit for the iPhone 15 trade-in – nowhere near what was promised. Upon calling T-Mobile customer service, I was told that no such promotions existed in August. I went back to the Lemoyne store, where an associate informed me that the sales rep who handled our transaction was no longer employed there and had lied about the promotions. When I asked to speak to a manager, they claimed no manager was available.

This experience has been incredibly frustrating. The misinformation from the rep led us to sign up for something we didn’t agree to. This type of deceptive practice is unacceptable. Be cautious if you choose to do business at...

I went in on Sunday to get info on a new phone since my screen broke. Nearly all of my questions were answered ambiguously. Like pulling teeth to get help. Technical questions about the differences between iphone versions were answered with statements like "Well, um... it's better than what you have now...", and battery life questions were answered in 'non-answers' like "I have one and, sometimes when I get home from a shift, I'll have to plug mine in, but sometimes I don't have too". What does THAT mean? I decided on a phone/ gig size they didn't carry in the store, and when asked if a sister store might have what I needed, the reply was "Um... probably not. There are 4 stores ... lists locations..., but it can maybe, probably be here by Wednesday... or Friday... but maybe Wednesday." (He never offered to check other stores for me) I'm ok with someone not knowing an answer to a question, but if you are working, it's not only courtesy, but your JOB to find the answers! It was beyond frustrating trying to drag the salesperson through the process. Do yourself a favor and go to the Carlisle Pike store. I just sent them my thank you card today for amazing service! (They greeted me BY NAME!!! when I popped in unannounced to pick up my new phone.. which got in next day from their...

Outstanding customer service! Rarely do I find knowledgeable and great customer service together. Most surveys ask if I was in and out in 20 seconds and were all my questions answered. Seriously? The 3 guys who work at the Lemoyne store surpass going the extra mile. I didn't buy my phone from them, (online from Sprint) and I didn't initiate service from them. They had no vested interest in helping me other than my plea for help. They took the time to run diagnostics on my phone, They contacted Google and ran more diagnostics. They took my phone to the UbreakIfix place and offered to pick it up when completed as I don't drive. Wow! When I went back to pick up my phone I had time to watch these guys interact with multiple customers, even a difficult one. All were greeted and served with respect, patience and pleasant customer service. What a great team! Tim, Ty and Jamal-Thank you for making a trying situation so positive and showing that you really cared. It was a pleasure meeting all of you! And Sprint-take notice-this is not the nearest store to me, but it is by...