T-Mobile Authorized Retailer — Local services in Payson

Every single time, the staff has no idea how to help. Need to improve training. When the S23 Ultra came out I went in and asked for the 512GB/12GB version. They gave me the phone and activated it. Next day I check the specs and it's the 256GB/8GB version. I brought it in and said I asked for the 12GB ram version. They said I'd have to pay a restocking fee, but I said no it was their fault I'm not paying extra to have them fix it. Finally was able to get it resolved with a manager. Fast forward to this year, I used my Jump! plan to upgrade my s23 Ultra to the new Z Fold 6. I did it in the app, got my new phone a few weeks later, and the app said to take the old phone into the store. At the store, the rep said she can't accept it without a receipt. No problem, T-Mobile has all receipts electronically. She can't find the receipt because she said the system doesn't go back more than 30 days, which is not true. What company wouldn't have a record of sales beyond 30 days? I saw the screen and said "It says to limit the date range to 30 days, not that you can't go back beyond 30 days". She wasn't able to figure out how to specify a date range that is less than or equal to 30 days, and thus could not find the receipt. She said I have to call customer service to send it in. Well I had already called customer service and they said it'd be quickest to drop it off at the store. This location has the most incompetent staff, and I don't mean to insult anyone, but the training and service at this location are absolutely atrocious. I have to dodge unwarranted fees and going into the store is useless. Depending on the manager, the issues don't get resolved. I've had times where the first day I go in the manager won't help, but if I go the next day and a different manager is there, they are willing and able to help. T-MOBILE PLEASE FIX THIS STORE AND FOLLOW YOUR...

This is a terrible store with the worst customer service. We have had numerous issues with one of our two phones. That phone has not worked correctly for the four months we've owned it. We finally requested a new phone that works. They said we would have to pay $150 for the new phone. We asked about the 1 year warranty and they said there was no warranty unless we paid for one. We complained more, then we went to the store in Spanish Fork. Spanish Fork said yes we do have a 1 year warranty and said they would replace the phone that did not work. They said they would have it shipped to the store in Payson. BIG MISTAKE. We received confirmation of our order, then another stating it was shipped. After 6 days we hadn't heard anything so we went to the Payson Store. They were rude, demeaning, and had a hard time pulling themselves from playing on their phones to offer us help. They said that there was no such order and that wasn't the way they did things. We showed them order#. The young lady and manager(who refused to even come out of his office) said if we didn't like it, call customer service. As soon as we left the store, we received a text message stating that the order Payson claimed never existed, was cancelled by Payson, stating it was at our request. There is no customer service here, nor honor, nor honesty, just people who wish to make your life miserable. They don't deserve one star but this review link requires you to do so.

As a side note, we did call customer service, and they confirmed the 1 year warranty and that an order# was created and the replacement phone was shipped to the Payson store. Then Payson (who claimed there was no such order) shipped it back.

Save yourself, go to the Spanish...

This my be the worst T-Mobile experience I have ever had and will never have again. What a scam this place is. I went in and worked with the manager who detailed in writing a complete package price which included moving to T-Mobile with 5 new lines and 5 new phones. I scheduled n appointment to return to ensure that the process went smoothly. When I did, we quickly discovered that the pricing I had been promised just a couple of days earlier was no longer valid. To determine that, the worker (one of the Manny's) told me that the only way to get me a complete price was to both check my credit and scan 5 new SIM cards with the promise that the credit check would not be reported and they would not charge me for the cards.

After discovering that my monthly bill would be nearly double what I was promised we declined the service and walked away thinking that would be the end of it.

Almost 4 months later I am still getting a bill and past due notices from T-Mobile for the account (that I do not have) and for the SIM cards (which I also do not have.)

I have spent nearly 4 hours on the phone and online with T-Mobile customer service and still cannot get the charges cancelled.

I also just discovered that they did in fact run my credit and so now this is reporting as a late payment.

If you must go with T-Mobile, use their online service because this particular store is a bunch of dishonest crooks and...