T-Mobile — Local services in New Milford

This review not only praises Edward in the New Milford Ct. store for his diligence and persistence, but also to "Ann", an overseas rep who also assisted. After 4 phone calls and no results, only empty promises, Edward called on my behalf and was very persistent with individual on the other end. He asked all the right questions, stood behind me and what I was going thru and was finally able to identify the underlying issue with my bill. And of course, it was an error with billing dept. Although he did not have proper authorization to rectify my issue on the spot, he stated I needed to call Escalations Dept. I can understand his position easily, however, the responsibility of getting matters rectified again fell on the customers lap. I called Sprint again at 6:25 am on Friday, the very next morning, and spoke with Ann. I asked Ann to please connect me to Escalations, however, she followed script as taught, and I for the sixth time had to go thru the whole scenario again. This now has been 5 weeks and my sixth time explaining this which started on Aug. 8th and this day was now Sept 13th. Ann listened and put me on hold several times. Her final answer was I need to speak with Escalations....however, they were not open yet. Ann assured me she will call me back in two hours and connect me with Escalations. To my surprise, Ann called me back in forty minutes and stated everything was rectified and my bill went back to its normal price, not the $486 Sprint was trying to bill me at. I was relieved and paid the corrected amount immediately to avoid any further charges. As promised, I went back to Edward at the store in New Milford Ct on Sept. 14th to attempt to pay off my lease on my severely damaged S8 and get into a new phone from the store. And of course, Edward was fantastic!! He looked at all options and decided paying the remaining $204 on my lease was cheapest option. He did his thing on the computer and meanwhile, I was using my mobil Sprint account and looking for best price/phone options, the same as Edward was also doing. And much to my surprise, Edward was UNABLE to accept my lease payment because on his end, and I saw if for myself, in my account my S8 was listed as not being on ANY lease, therefore preventing me from paying Sprint at their storefront!! Another error of many I encountered with Sprint during this escapade. The twist, I was able to pay my lease using Sprint mobil account and purchase another phone right there with Edward standing next to me stuck on his computer, unable to assist thru no fault of his own. Nearly 15 years w Sprint, it seems to get harder and harder every year to get good help. Im sure its no different with any other carrier. Bottom line, it took 5 weeks and 7 calls/visits to get issue resolved. But my praise and respect go to Edward and "Ann" for their genuine concern and determination to assist a Sprint customer to the end. Thank you...

Dear ladies and gentlemen

I cannot tell you how wonderful you staff and customer support personnel are. They are to the moon. For years I had attempted to figure out how to load Netflix on my phones so we can enjoy the Netflix on Us feature

In prior attempts I always failed and other customer service people were not successful

However, Ms Shantee Diaz, a wonderful T-Mobile mobile expert who wins the New Milford store was outstanding. Her professionalism, supportive demeanor, helpfulness and persistance in the face of challenging technical issues saved the day and after years of wanting to receive the Netflix on Us service, was the first one able to mobilize an excellent customer support service from Deonfrea Taylor, who together, after much effort, finally managed to correct mistakes I had made and clear the filed so I am finally able to enjoy the free Netflix feature on our phones

It was difficult and it took quiet a while, but after an hour of nonstop effort, Shantee was able to lead the effort to a very wonderful and successful conclusion

I can tell you that after decades of frustration at Verizon and years of unpleasant and error filled experiences at ATT, all those technical and customer service reps can learn about true professionalism and outstanding customer support from this young lady

Instead of forwarding me to another decision like Verizon and ATT have always done, she stuck to it, accessed the superb T mobile customer support offered by Deondrea Taylor, to successfully finish what has apparently been a very difficult task because 8 messed up trying to do it my self for so long

Hats off to T Mobile Human Resources for an excellent job in selecting and training two superb customer service professionals

They are the most important part of your company and as your appreciative customer. I remain grateful to you and to these two wonderful...

Worst experience I’ve ever had trying to do something so simple. We’ve been customers for 15 years... our lease was up and we wanted to upgrade our phones and see what discounts we could get because we’re paying over 200 a month for 3 lines. The manager took us through a process of opening a new account and promised a quote we liked. He had us coming back to the store 5 TIMES, AND WE STILL GOT NO WHERE. After the 5th time visiting the store he said he actually couldn’t give us the quote he PRINTED OUT ON PAPER and gave us a price higher than what we are paying low after we explored all the options of trading in phones, etc. Completely unprofessional, every time we went back he told us something different and I concluded they just don’t know what they're talking about. Throughout the process he told us to call and take off a discount we had on our account so we can switch accounts... so we took off the discount for absolutely no reason. I’m done with dealing with Sprint. They just lost us as customers...