T-Mobile Experience Store — Local services in Midwest City

Switched to t-mobile from att back in July. Big mistake. Was made promises when we signed up and they weren’t kept. Still owed money for our old phones from our previous provider. I gave them all the info they asked for and said they would issue us virtual cards for the money we owed on our old phones. Traded them in and didn’t hear anything for a month. Call and ask what’s going on and they tell us it takes 8 weeks to receive the credit. Called almost at the 8 week mark and no one knew what we were talking about.

Called the main T-Mobile help line and we’re on the phone for hours. We sent them multiple forms. Even went to att to get the break down on what we owed still. The guy on the phone kept asking for more paperwork until I finally blew my top and someone else helped me and told me it would be taken care of. 15 days later they only approved one line and denied the other and no reason was given. Now I have to call the main hotline AGAIN and ask what went wrong.

This should have been taken care of when we switched back in July. Here we are it’s October and it still isn’t dealt with. When my contract is up I will not be renewing. They basically stole my old phones and never reimbursed me for one of them. Old provider is bugging us asking when we will pay our previous balance. It feels like they are trying to stretch it out until I am no Longer eligible for the credit. Stay away from T-Mobile. Shady business practices seem like...

I waited in line for over an hour. I wasn’t upset at this point because it was during launch of the new galaxy phone (S9 I think). Once it was my turn I began to explain to the woman in her late 20s that I wanted to use my jump insurance to jump to another phone. There was a problem because the call center mistakenly removed jump from my phone earlier that week. Too many details to explain here. Anyways, I explained the situation to her. She basically ignored me as if she assumed I was trying to get an upgrade without having paid for jump insurance for the past 9 months. Further, she called another associate over to help. She explained the situation to him incorporating her assumptions in place of the information I had just given her as if I was not there. Further, she spoke to me as if I were a child. Horrible experience. I ended up having to call the call center to solve my issue. However, they informed me that the store associate should have been able to solve the problem and even offered to call her to explain her job to her. This store is terrible. Avoid...

Outstanding customer service here, my representative Romero was awesome...I came to upgrade my old Galaxy S9 to a newer phone. I was eligible for a couple of years since I bought my S9 back in San Diego, California in July 2017...and now it's December 2022 (5yrs 5mos.). So I'm overdue...so Romero recommended the Galaxy S22 and I said I needed more memory bc my S9 was crashing my games & internet capabilities...he said the S22 256gb phone would be perfect. So I said let's do it. Then he went to the back for a few minutes, came out & said he had no more S22 256gb phone in stock. He did have S22 64gb & 128gb on hand...but I said the 256gb is what I prefer...he then proceeded to order it & have it delivered to my residence within the next 3-5 days. I was happy with that. He also added it to my account for payments over the next 24 months. And I was extremely happy with that since I'm on a fixed income...I asked to continue with my added accessories & insurance. Romero was outstanding! 5 big...