T-Mobile — Local services in Locust

As tourists, we needed a sim for 2 months to use for navigation (data) and calls. All in we spend $95 getting set up at the T-Mobile in Menlo Park, NJ. We were not allocated the correct package and sim setup to link to IMEI was not done properly, so when I could not connect to the internet any longer to find our way around the country using Google maps.

We then lost over 7 hours driving to and from, and standing in the T-Mobile in Locust, NC, trying to have the issue resolved. Kaleb was extremely enthusiastic, and spent hours on the customer care line on our behalf, but still no joy. A new sim was issued twice, but due to backend IT system issues, our package could not be successfully transferred. Eventually, after 6 hours we asked to see the manager, who was sitting in the back room relaying messages to us through his customer facing staff. We were encouraged to leave (kicked out) with the assurance of a refund and being given the $50 / 1 month unlimited package for our trouble, but instead they (manager: Kelvin) lied and only gave us the $10 package and no refund received (still nothing to date). The consultant, Kaleb, was very enthusiastic and accommodating, but he did not have authority necessary to give us a refund and simply issue a new sim card with the appropriate credit. I was highly disappointed to later discover our predicament, we had been lied to and our package ran out just days after leaving NC. I then had to visit another T-Mobile in Miami to pay another $50 to get a 1 month unlimited package to help us navigate through the rest of our trip. Service such as this is despicable and an insult to the consumer. Absolutely disgusted with after sale service and especially the LIES...

My husband and I recently visited the T-Mobile store in Locust to switch carriers, and we had the absolute pleasure of working with Tonia. From the start, she walked us through the entire process with no pressure whatsoever. Not only did she help us upgrade to the newest iPhones, complete with full protection and lifetime screen protector replacements, but she also managed to save us $60 a month! While we’re very happy with T-Mobile’s service, the real reason I’m writing this review is to recognize Tonia’s outstanding customer service.

Tonia truly deserves all the recognition in the world. She was patient, kind, and incredibly thoughtful. We brought our 2-year-old daughter with us, and when she started to get antsy, Tonia provided crayons and paper to keep her entertained. We also noticed her doing the same for other children in the store, helping parents focus on their purchases while she entertained the little ones.

Even after we left the store, Tonia’s support didn’t stop. A few days later, I had some issues with my phone (none of which were T-Mobile’s fault), and I texted her for help. She went above and beyond by FaceTiming me and walking me through the troubleshooting process.

T-Mobile is lucky to have such a dedicated and caring employee. Tonia is a true gem, and I hope she gets the recognition—and promotion—she deserves! She should be running the whole show! Thank you, Tonia, for making our experience so seamless...

Update:

I had severe issues trying to get phone to work with esim but being registered, phone support unable to sort out the e sim for over three hours today leading to me with a phone I couldn't even use to send and receive phone calls. Lost all messages for past ten years. Phone support useless.

Went into store and Austin, sorted out the sim with a physical one, manger to retrieve all my messages that phone support and Samsung couldn't help with. Currently I'm back up and running and will monitor over next few days. Great store and staff. Big mistake if t mobile thinks setting up an transferring a phone can be done over a phone and remotely. After a house and a car, a person's cell phone is their next most personal and important thing. I want to be able to talk to someone in person and debug it. Not via someone over a phone who doesn't have a clue and wanted over six hours of my time.

Kaleb was awesome ! I am tech savvy and after several unproductive hours of calls today to t mobile support about activating a phone, which in past was simple today, he confirmed there was a way to simply transfer data without needing to activate first. He showed me how to do so which wa my usual understanding of how it is done. In person face to face contact is essential , hope t mobile...