T-Mobile — Local services in New Albany

My mom is 81 years old and she wanted to move from Android to iPhone. Our visit to this store was Sunday 9-20. I live in Florida and my two sisters live here in New Albany so they would be able to help her with the iPhone because they also own iphones along with her niece and nephew. So, she would have the needed help transisting from Android to iPhone iOS. First off, the sales people did a wonderful job assisting and explaining all details. They got her in a iPhone SE with a rebate. My mom and myself wanted her to keep her existing phone number which is no problem to have ported over. The salesman informed us it could take anywhere from an hour to 72 hours. When we got home I noticed her Android phone had already lost service and was thinking this is great, but her iPhone from this T-Mobile store would not work. This was Sunday around 4:30pm. I really wanted to get this phone setup for her since I was flying back to Florida on Thursday. Well, we waited patiently the remainder of Sunday, all day Monday, all day Tuesday and a half day Wednesday and still no service from T-Mobile. At this point I was getting very upset and made a call to this T-Mobile store about this issue. The phone was returned and it was found the orginal salesman never activated the sim card. This caused a lot of frustration for myself and my 81 year old mom knowing she could have been using her phone in a matter of hours instead of waiting 3 1/2 days had he activated the sim card. Again, the sales staff were wonderful, but this should have never happened.

Edit. Justin the store manager reached out to me about this issue with the sim card not being activated. He has credited my moms account the extra days we had to wait. Just want to give a Big Thank You to him for doing this. Just goes to show there are still businesses out there who still care about their customers. Outstanding...

I cannot leave a 0 or I would. T-Mobile is a horrible company. I have had issues with this store and others. I was completely lied to when I walked into the store today. Harry did not fix any of my issues. He only wanted to sell me a new phone. Or upgrade on plan. I asked some questions that could not be answered. They only gave me answers that were lies just to get me to leave the store. I cannot wait kid leave T-Mobile and they're horrible customer service they're lying employees and they're horrible coverage. I do not want to upgrade a phone or a plan with them and be locked in to a long-term commitment with their games of giving you money back off of a trade-in. It is dragged out over 24 month. This store today told me I could get a $600 trade in for my phone. Another T-Mobile store yesterday told me $1,000. The T-Mobile website says $800. So what gives T-Mobile? Save yourself the time and go...

Cesar from T - Mobile was amazing. He helped me and my spouse get our phones set up, helped us with the Veterans program, and made sure we had everything taken care of before we left the store. We actually left the store on Blackiston Mill Road due to a gentleman named London stating he could not help us with anything, and we would need to call 611 to establish new lines, etc. Cesar gets a 5 star rating. Thank you so much for making our T- Mobile experience pleasant. This is a long overdue review, but since I didn't get one from T - Mobile to complete, I wanted to make sure all the customer base knows that Cesar will take care of you and make sure all your phone needs are met. T - Mobile, you are lucky to have such a wonderful representative supporting...