T-Mobile Experience Store — Local services in New Carrollton

This review is specifically for FRANCISCO S.. I want to give him 0 stars if I could! For the store being an "Experience" store he seemed like the only employee that either didn't want to work. Or Francisco S didn't want to specifically help African Americans. He never smiled once; he has a resting B(itch) Face like its an issue to speak with him. Not great for an associate in an Experience store!! Coming from someone with over 8 years in high level management; I would never have a employee with that type of attitude in a "EXPERIENCE STORE"; let alone even a regular T-Mobile Store. So after being told I had no authorization on my account; Francisco gave me a number that I was unable to get access to authorization. After telling him that, he offered 0 resolution, he could care less to help or try to find another way to help get me authorized. So my 60+ year old mother comes to the store to authorize the warranty exchange. The 15-20 minutes waiting for my mother; he never offered to ask me about transferring files to save me time in the future; showed me some complimenting products. NOTHING!! Again; this is supposed to be an EXPERIENCE STORE!! After my mother arrived and another 15 minutes went by while he helped another person before Meddy came to save the day by getting another employee to help get this warranty exchange process started.

48 hours go by I arrive to finish the process and Francisco once again is asked to help me. Now again; he is aware I was unable to get authorized and he used 0 problem solving skills to help resolve or connect me with the appropriate associate. So as he begins the same uninspired spiel he gave me two days ago; I began to become frustrated because I would expect an EXPERIENCE Associate to remember he never helped me get authorization. So once he says I need authorization again; I immediately ask Meddy to resolve the issue. In less than 3 minutes he had me on the phone with the appropriate person to authorize me on the account. I also briefly told him I was displeased with Francisco's service and would be leaving a detailed review on him. Once the authorization was complete Meddy asked another associate who was about to go on his break to stay and help me get the exchange complete. Now that is going above and beyond; Mr. Torian was kind and a genuine associtate. After confirming Fransicos's name and last name intial was S from Meddy. A few minutes while working with Torian; Fransisco walks over to me and for the first time in the 3 interactions looked me genuinely in my eye to make excuses for why he didn't help me. He began to say he cant authorize or do things for me without clearance. All things I never asked him to do...If he can learn to solve a problem like Meddy and be kind, genuine and smile like Torian he may be able to deserve to work at an EXPERIENCE store. I came back to this store 2 more times to get a simple warranty exchange done!! Ruined my birthday week!! But I apprecite Meddy and Torian.

In summary FRANSISCO S. if you have an issue with African Americans I advise you to ask to only deal with Latin customers. Your customer service was horrible; and to try to either fake intimidate or make excuses as to why you couldn't simply get me on the phone to get...

Anskison Perry is a terrible sales representative only interested in getting a commission. The first thing he told us was our current devices were ancient garbage and that we needed to buy new devices. This was rude and unnecessary as our motivation for coming was to get a new device.

We did not want the total equipment protection and intended to buy a high quality case online. Anskison said this was foolish saying we could drop it in the parking lot, and break this new 700$ device. We decided to pay the stores inflated cost for a case there. Then later, Anskison tells us we are required to get the total equipment protection and have to call Sprint to cancel it within 30 days. So why did we need to buy the case in-store if we have no option but to get the insurance?

After he told us the cost of an upgrade, I signed the paperwork and paid using my cc. Then after the fact, he tells me there is an additional 50$ pro-rated charge because we were using an upgrade from a non-data account but activating the new phone on a line on a different account. I spoke to Sprint Customer Service and they could not understand why a prorated charge should be 50$ as their cheapest plan is 70$/month so for an entire day, the prorated charge should be less than 3$. He said this was a mandatory 50$ charge so we cancelled the order. He then told us there would be a 35$ restocking fee because he had already opened the phone. We never touched the device or even the box it was in.

After we left, I had to re-activate the previous device online myself. On top of this, he never documented that we cancelled the purchase so the new phone showed as active on the account after we left. We tried to go somewhere else to do the upgrade but said we were not eligible. I spent 2 hours on 3 phone calls and I am still not sure if it will be taken care of. For all I know Anskison Perry stole the phone since he documented in our account that we left with the device.

I will NEVER go to this...

OMG! I just cannot with this new T-Mobile sprint merger. At another T-Mobile store today for the second time. Called ahead and spoke to Natalie about a screen repair who transferred me to Carlos, a tech in the back. I was sure to get everybody’s name this time. When I came a couple days ago, after calling to verify they had the part for my screen repair, they mysteriously didn’t when I arrived (but they’ll say policy is to hold the part for 24 hrs...bs) and they acted like knowing the name of who I talked to was some get ur issue resolved with no questions asked card. Carlos said there is a 2-3 minute diag check on the phone then 1.5 hrs to repair. I asked if he had more than one part cause I ran into another issue where a T-Mobile store wasted my time, held my phone for 2 hrs, the couldn’t fix because the part they had was defective. If they noticed this after they had removed my screen protector which kept me from getting cut/pinched by the broken glass. Nevertheless when I arrived I was told I by Natalie I was tenth in line and someone would call when it was my turn. They would even do the 2 minute check to ensure the phone qualifies for repair...they are just inefficient as heck and wasting people’s time. T-Mobile, sprint, and their insurance plan sucks and their service together is all a bunch of bs. Now I see why people buy unlocked phones and deal directly with the Apple store. If I were Apple I would take T-Mobile’s right to repair their products because this is not the type of service Apple customers expect or any...