T-Mobile Experience Store — Local services in Liberty

In February 2016, my wife and I (along with my 2 sons) all signed up for T-Mobile services, and all of us purchased new phones. Unfortunately, my wife and I both bought the LG4 model, which is the crux of our extreme dissatisfaction. Recently, my wife’s phone completely locked up, and she took it in to the T-Mobile store in Liberty, MO. After the T-Mobile rep attempted to get it corrected with no success, my wife was told T-Mobile could do nothing for us other than provide the LG customer service number, and to take it up with them. The associate said this was a known issue, but that they were just recently informed of the situation. As my wife needed a phone as she is going on an extended trip, and also needs it for work, she was told the only option was to buy a new phone, which she did without pressing the matter. Along with the inconvenience, she lost all of her business and personal related files/documents, along with photos, etc.

After discussing the situation with me, I did some research which showed the phone malfunctions began in September of 2015, and was formally recognized by LG in January 2016. I find it incredibly hard to believe that T-Mobile was unaware of the situation until recently. I’d like to make the following points:

Assuming T-Mobile was aware of the LG4 issue (at the very latest January 2016), my question is why would you continue to sell these phones, knowing the problem at hand??? Why weren’t we made aware of the potential issue when we were considering which phone to buy? Why weren’t these phones recalled for repair, and a replacement phone issued at no charge, or replaced with a similar model? While I have contacted LG, the obvious question is why do I have to go through them? T-Mobile is the company we wrote the check to, and should be responsible for working with LG regarding product issues. If I buy an LG television from Best Buy, I find it hard to believe I wouldn’t be able to rely upon Best Buy to address the situation.

We are currently out approximately $300 as a result of this fiasco, and while I’m sending the phone in for repair, what am I going to do with it once it’s returned??? Apparently, we don’t have the option to return the phone she just purchased.

Shame, T-Mobile on the way this situation was handled. Bottom line is I view this as flat out lying to us, and then taking advantage of the situation and having her purchase another phone. Times are tough as it is, and to allow this sort of thing to happen, plain and simple, is just not right. I feel cheated and taken advantage of. Not a very good example to...

By far the worst company I've ever had to do business with... they don't even deserve the 1 star rating google forced me to give. I signed up for home wifi, BYOP unlimited "magenta" cell phone service (over the phone), and a smartwatch after calling their T-Mobile #, with what the actual store called "Care team" as if it weren't part of T-Mobile! For whatever reason they were unable to verify their SIM card that they sent me, to set up cell service, so I was told I needed to go physically go into the store, by "Care" staff on the phone, once there I was told by an associate that I had to start a new line of service because the unlimited phone line, that was already open on my account, could not be used but gave absolutely NO reason or explanation as to why! And then told me that I had a finance agreement of $700, on a $160 smartwatch... WITHOUT my knowledge or consent (but was 1000% WRONG)! And when I became upset and frustrated with no explanation or solutions to any of the issues I was having with their service, the store associate told me there was nothing she could do to help me and that I had to get on the phone and call the "Care" and speak to them, since they were the ones who established service! The people in the store claimed they couldn't even cancel my service! All the associate was there for, was to hold the counter down, incase it grew legs and decided to walk tf off and after what I had to deal with, I would be surprised if it didn't! Absolutely disgusting in store customer service! I'm still trying to figure out how they sleep at night, knowing the way they treat customers! Overall good "Care" telephone customer service, got my sim card working and even threw in a 2 months worth of credit to my account for all the troubles! Even after all that, you still couldn't pay me enough to step foot in their store or join their network... ever again in...

I went into the store with my sister to upgrade my phone the day after Thanksgiving 2021. The sales rep (Steve I think) said that I'd get a promotional credit of $600 and a credit for my phone of $75 for upgrading. After confirming several times with associate whether that was correct, I upgraded my phone because it a deal. A few weeks later (December 12th, I returned the the store to ask why I wasn't seeing the credit on my t-mobile account. Luckily, I had notes from my initial encounter and the sales reps (Randy and Ron) I spoke to said that the credit she be on the account after 2 billing cycles. If not, come back to the store and they would get it taken care of for me. I returned on February 27th because after 2 billing cycles the credit still wasn't applied to my account. I spoke to another representative and the store manager. They said they would investigate what happened (after 3 months of going into the store and verifying things). They said they would call me back on the following day. The following day, I did not receive a call back. I called T-mobile customer service on Wednesday March 2nd and they wrote notes for me and told me to go back to the store, have them call the customer service number, refer to the notes and honor the offer given. After that and not hearing from the store manager, I returned to the store on Thursday, March 3rd and spoke Ron who said he would try to get ahold of the store manager I spoke to on Sunday and call me back. Instead I received a call that they weren't going to honor the promotion that I predicated my purchase on. Apologies for the summary...just don't go to this particular...