T-Mobile — Local services in Middletown

I came to the Middletown store about three months ago to make the switch from Verizon and get a new phone (Samsung Galaxy S8). I was initially very impressed by the customer service and haven't had too many issues with T-Mobile coverage. I was assured by the salesman that the phone came with full insurance for an entire year so I didn't need to purchase additional coverage at that time. I asked directly if that year of coverage included broken screens because this 16 square inch glass rectangle makes me a little skeptical of accidental drops. He reiterated that any issues with the phone would be covered for that year. Sweet!

Fast forward to a few days ago. Sure enough, I accidently dropped my phone from about a foot. The screen shattered epically. We're talking spiderweb cracks across the whole thing with shards falling off. You'd think I threw it on the concrete but nope...just a short fall - in an Otter case, nonetheless.

Took the phone to T-mobile today and was told since I didn't have insurance, it wasn't covered even though just 3 months prior, I was told otherwise by the same store (different salesman). Their next recommendation was to "just buy a new phone." I wish I had $750 burning a hole in my pocket, fellas. Their next idea was to get it fixed at Staples...Staples isn't yet stocked to fix new Galaxies.

Friendly staff, decent coverage, and cheaper prices than other cell providers I've used. Just make sure you get the insurance, regardless of what the sales representative tells you. I'll take this issue higher because the staff at Middletown were misleading. Whether or not that was intentional is irrelevant. What matters is they don't fully understand their own policies and that costs customers significant $$$, even when dummies like me accidently drop their...

Update 10 days later: New sim has improved my reception and coverage, further disproving what I was told in the store. Their response is for me to contact them so that we may "chat". I ask, what in the world is there to "chat" about? Explain to them again that their attitude needs improvement? Their belligerent manner is disrespectful and arrogant? The young gentleman exclaimed to me that he was going out his way to "do his job". This is not customer service, this is customer DIS-service. I won't be back. Original post: Complete waste of time and attitude to boot! 15+ year customer of T-Mobile. Came to this store to replace the 5 year old sim in a phone I just replaced. Everyone told me to replace the sim as it was old and the new phone supports 5G, the old one did not. These frat boys gave me attitude the minute I walked in, telling me they wouldn’t replace the sim, if it needed replacement, they would have sent one already, it wouldn’t do any good, why did I want a new sim, etc etc. completely unhelpful. Finally grudgingly conceded to replace the sim but then informing me it would cost $10 and change. I said it was ridiculous an existing customer would need to pay for a basic maintenance item, but they insisted. After asking if they went out their way to be unhelpful, I walked out and went through the online customer service who actually volunteered that the sim is old and needed to be replaced. Happy to help me, sent it right out - free. Very courteous and helpful. I won’t be back...

My recent experience with T-Mobile has been incredibly disappointing and frustrating. I have been a loyal T-Mobile customer for two years, yet I have been unable to get support to resolve a simple number porting issue for over two days. I am writing this review while physically at a T-Mobile store, having come here after trying to connect with customer service on the phone for over 50 minutes. Even after arriving at the store, I was essentially told to keep waiting on the phone line. This is unacceptable! For almost two full days, I have been unable to find anyone either on the phone or in person who can take ownership of my basic port problem. Reaching customer service is impossible, and when I do, the issue is not solved, and I am left waiting indefinitely. T-Mobile's complete failure in providing basic customer support and resolving a foundational service issue like this is shocking. To have a number transfer problem drag on this long, with the customer feeling completely helpless, is simply...