T-Mobile — Local services in New York

I just had the most appallingly disastrous experience at this store, trying to switch several phones from another carrier to T-Mobile. I beg you stay away and learn from my errors. The staff were friendly enough and apologetic for the issues but that just doesn't cut it. I had without a doubt the worst customer service experience in my life. Got multiple different quotes as to what my new mostly bill would be from 4 different people and of course the final estimate is substantially higher than the first estimate to the point that i make hardly savings switching over. i have been in the store for more than 4 1/2 hours now in total, over two different days as they try to "port" my phones to their system. Again have now dealt with four different people and no one seemed to know what the company's policies were around this procedure and exactly how to do it, all the way up to the store manager and supervisors. You simply shouldn't offer a transfer plan if you are utterly clueless on how to do it. I have finally left the store and one of the phones still has an issue and now their website is playing up and won't let me process a reimbursement for the cost of switching either. I beg you all who read this - learn from my mistake and do not walk into this store. Do not even try to switch your phone to T-Mobile. Stay with your existing carrier and pay the higher price - you'll thank me with...

Today i went inside the nearest T-Mobile store by my job to activate my new phone and SIM card, a young lady who was very sweet and nice was very patient and was trying to help activate phone I’m on the phone with customer care regarding my troubles (which I been without a phone going on 3 weeks) this guy name Richard who was very rude and disrespectful tells me miss respectfully lower your voice I’m trying to listen to the new Kanye album and your interrupting I had to ask him the same question he’s asked me cause I was appalled and said so we’re listening to music while we’re at work he goes yeah there’s no customer coming from a woman who is a manager at a store here on 5th avenue I know for a fact that’s not great customer service and no where near T-Mobile job description being a loyal customer since 2009 being without a phone for two weeks and this is how ya treat ya customers?? Even customer care is no help it’s official I’m switching over to another phone company disgusted it’s an understatement, the guy name is Richard Torres he needs training on customer service cause one I was not even his customer but he clearly was trying...

After a frustrating experience with Customer Care over the phone, I went to this T-Mobile store to resolve an issue that had been ongoing for months. I had canceled my account six months ago, yet I continued to be charged for a “free” line that was part of a promotion, but had never been activated during the five years I was a T-Mobile customer.

Over the course of four days, I made three lengthy phone calls and three in-person visits, trying to get the issue resolved. On the phone, I spoke with four different representatives, none of whom showed any real compassion or understanding. Instead, I was made to jump through hoops to address what was clearly a billing error.

Thankfully, I met Brian, a store manager. His customer service was exceptional, he was compassionate, understanding, and genuinely went above and beyond to help me. Thanks to his efforts, the issue was finally resolved.

Brian truly deserves recognition for his professionalism and dedication. He made a difficult situation much easier, and I’m incredibly grateful for his help. That man deserves...