T-Mobile — Local services in New York

The five star on this review are specifically for Sebastian Espinoza ( tmobile expert)

Today I visited this store ( 46st and Queens Blvd, Sunnyside) to resolve an issue that couldn't be sorted out by phone. I had an account with 3 lines that I was planning to cancel, after making some changes i left the account open to give the chance to one of the line owners to open his own account and keep his # , he instead managed to call tmobile customer service and make himself the only authorized user of the account ( that was under my name) changing the pin # and contact email information. When trying to call to finalize my account cancelation and realizing I wasn't able to do it since my identity couldn't be verified over the phone because I didn't have the Pin# anymore after this person change everything. I was advised to go to the store in person with my ID to verify my identity and be able to resolve this issue. At the store the sales person helping me called his manager for advice, when I told him I didn't have the Pin#, I explained the whole situation to the manager of this store, Majid Raza. I showed my passport, and driver license and also had my social security card with me, After checking my ID's and noticing that my driver license didn't have my second name; he immediately and very rudely push my id's away and told me he couldn't verify my identity since the only way was by providing him my PIN # and walked away. The pin # is a random # you create to verify your identity when requesting help over the phone, I was shocked with his attitude and the idea that someone could've done all these changes to my account over the phone without much trouble and I needed to verify my identity in person presenting all my ID's and my presence, passport, driver license and SS wasn't enough for me to have access to an account that I opened with only one of these ID's. The reason I'm writing this review is to mainly praise the sales person that was helping me before the manager stepped in for less than two minutes to only refuse to help me, I'm not sure how Majid Raza was able to get promoted to Manager of this store because he lacks all the skills that a manager required to represent any company. On the other hand the Sales person Sebastian Espinoza, tried his best to help me, exploring other ways to find a solution to my issue and was able to resolve it in less than 15 minutes after his manager walked away. Sebastian provided me with beyond excellent customer service, he indeed have the high caliber skills that his store manager lacks to make sure that a customer is helped and provided with a five star experience. He should be the manager of this store and not someone as incompetent, unhelpful and unprofessional...

This is my neighborhood T Mobile store, but after a really bad experience there two years ago, I go out of my way to visit stores in other neighborhoods. At that time, I went to get a new phone. The original person I talked to was amazing (why I’m giving two stars instead of one), and recommended that I go to a local phone repair store to fix a crack on my screen so my phone would be eligible for a trade in, letting me know it wouldn’t matter if the screen wasn’t an official Apple one. Then I came back and traded in my phone for what I thought was an iPhone 13 with 256GB. That also seemed to be a smooth experience with a customer service rep, who helped me transfer everything from my old phone.

The problem is, when I walked out the door and looked at what was in my hands, I had an iPhone 14, not an iPhone 13, which was $100 more and not what I had asked for. When I went back into the store, I was informed that I could return it and get an iPhone 13, but I would lose the $800 trade in credit I’d gotten for my old phone. In addition, they didn’t have the iPhone 13 256GB in stock, so I would have to get the 128GB (if I’d know this in advance, I’d have gone to another store). Basically, I was stuck with what I had, even though it was their mistake.

Despite their mistake, they would not compensate me with anything, like at least taking off the extra $100 extra I paid without knowing it because they handed me a different thing than I asked for. The worst part was that the manager on duty was not at all apologetic, tried to make it out like they did me a favor because they didn’t have the iPhone 13 256 GB phone in stock (you still don’t give someone something different than what they asked for without telling them) and was SUPER condescending to me, acting like I was a clueless woman who knew nothing about technology (I worked in tech for years). The guy who sold me the wrong phone was at least apologetic and gave me some swag (cheap stuff worth less than $5, but the thought was appreciated), but his manager’s attitude means I now go out of my way to...

Disclaimer: I have only written one review ever in my life. I never complain at restaurants and I never demand to speak with a manager. I truly feel compelled to warn the public about how incompetent the customer service is here.

Incompetent, rude staff, especially the manager there on Wednesday afternoon (11/3/21) who I wasn’t even dealing with in the first place but the associate decided to bring him out (because he’s also incompetent). Walked in frustrated at the fact that my billing didn’t make sense and that I was signed up for a plan that I did not elect. Manager who spoke to me was condescending, rude, incompetent, and dismissive. I had to explain to him multiple times about the promotion I availed myself of and why my billing didn’t make sense. Manager told me how he needed to “educate” me and made passive-aggressive statements insulting my intelligence (e.g., explaining to me the concept of back dating). Repeatedly told me what I was saying didn’t make any sense. I’m not the smartest person on earth but I’m not deaf. I know what I was told re: promotion. Turns out, after calling t-mobile customer service, that the promotion this manager told me didn’t exist did in fact exist and I did in fact avail myself of a special promotion I had for switching from Sprint to T-Mobile. My bill was adjusted.

Since this half wit manager felt the need to “educate” me, here’s a bit of education for you. You guys are in the customer service industry- you do not approach a customer who has questions brought on by confusion caused by your incompetent staff with the assumption that they are wrong. You don’t give them an attitude, and speak to them condescendingly (especially if you’re the one misinformed). Definitely DID NOT understand the assignment.

P.S- nobody in this establishment knows the answers to any questions. I’ve gone multiple times and all they do is look confused, ask each other if they know the answer, and then just take a guess at what...