T-Mobile Experience Store — Local services in New York

This sprint store is awful. I arrived at the sprint store before it opened and I was the first customer in line. When I talked to an employee, I told them that I broke my phone, had insurance on it, and needed it to be fixed or replaced. The employee then told me that I wasn't yet eligible for an upgrade for another year so it would cost full price for a replacement. I then continued to tell her that with my insurance, I shouldn't need to pay full price. She then responded by telling me that I don't have an upgrade for another year.. which is something she already had said and I was aware of. I then continued to tell her that I didn't necessarily need a new phone, just my current broken one fixed if it was fixable (which I had been saying from the beginning of our conversation), she said that she couldn't help me with that and sent me to the employees who work in the tech support department of the store. By this time, our conversation had gone so long that a line accrued (even though I was the first one in the store) and I then had to wait over an hour and a half to meet with someone in the tech department.

I then met with someone in the tech department for them to tell me they currently weren't during in store repairs and I would have to send my broken phone out to be fixed and it would take 3-5 business days. If I would have known previously that they weren't doing in store repairs at the time, I could have sent the phone out myself from home and saved myself a trip and over two hours of talking and waiting.

It has now been 2 WEEKS since I gave them my phone to repair (well over 3-5 business days) and my phone is still not fixed or ready. I have tried being patient and polite, but whenever I call, they put me on hold for 30 minutes to then tell me that the "stage" of the repair that my phone is in will take additional 1-3 business days.

After dealing with this frustration for two weeks I am finally just going to go back into the store to get to the bottom of getting my phone back. Although I will probably be disappointed to hear the same BS response that it will take another "1 - 3 business days" and will leave this incompetent store...

The store manager Rose was extremely unprofessional and refused service to me. Today (10/17/2024), I received a notification that my phone service had been disconnected due to an unpaid bill. However, just yesterday, I received a text confirming that my auto payment was successful, and my credit card transactions show the payment as pending. To resolve this issue, I visited the store in person.

Upon my arrival, I inquired about the reason for the disconnection, presenting evidence of the successful auto payment. I have been enrolled in auto payment for years, and this is the first time I have encountered such a problem. My credit card is valid until 2027 and has sufficient available credit.

The staff informed me that it appeared the payment had not gone through, and I was required to make a manual payment. Additionally, they stated there would be a $5 fee for paying in-store. I found this unreasonable, as the payment issue was not my fault. When I explained my situation, Manager Rose asked me to leave the store. I requested to speak with her supervisor, but she refused to provide any contact information or her last name.

This type of unprofessional behavior is unacceptable. The individual displaying it is unfit for any management or customer-facing position and reflects poorly on...

The most disappointing experience that keeps coming back to haunt me. I went in about a month ago to switch my phone number to a new device that I got from the holidays. I was planning on keeping my old phone, so I had already transferred my contacts to speed up the process. While there, they told me they had to take the old phone back because it was leased. I had forgotten about that detail, made sense at the time, so they went ahead and started transferring all my photos and videos. I got to work an hour late because of this. Then I discovered that they had no right to take the phone back in the first place because my mother had paid off the difference. I was not aware she had, but their system should have definitely shown that the phone had been paid in full. So I wasted 3 hours in there for no reason and gave up an expensive phone that was fully owned by me at that point and not leased. My mother managed to get them to refund us the difference of having paid it off. To top it all off, none of my videos actually transferred like they said, and I’ve lost over 450 videos. My entire family is sick of Sprint’s nonsense. We’ve all had nightmares with them, and this is the straw that broke the camel’s back. We four will all be finding another company to give our...