T-Mobile Authorized Retailer — Local services in Peñitas

I almost lost it at Penitas, Texas T-mobile retail store. Sergio, the store manager refused to assist my mom troubleshoot her phone due to her not being an authorized person on the account. I spoke to him and gave him my pin and asked him to take care of them. He said he cant help unless I add them on the account. I told him I'm calling 611 as soon as I hang up with him and headed over there to see what's going on. My parents are 69 years old and made the trip to the closest Tmobile retail store. I found out that they had tried to get assistance the day before (same location) and where told to return another day. Unfortunately , this location has time after time repeatedly fallen short with taking care of any issues. I mean any issues! I made the drive over there personally. While on the way, I was able to add both my parents to the account and remained on the line to get technical support. When I arrived, I wasn't greeted. Once there, I spoke to Andres who was the only one trying to help my parents. I spent over an hour on the phone troubleshooting with technical support along with Andres. It was concluded that there was an issue with the device itself. It is in a constant rebooting loop. The technical support then began to process warranty replacement process then Sergio jumped on the call (which was on speaker) and told the technical support inaccurate information about the condition of my moms device. He stated since phone didn't power on it doesn't pass 3 point inspection criteria. He then jumped to conclusion that we wanted to process insurance claim instead. I was like whoa! Why go through insurance claim if phone is still under warranty? Why? Its obvious issue with software in device and a running trail record with issues with that particular model galaxy S7 edge. Sergio was trying to make it impossible to find a solution. He obviously wanted to push us out of the store and not deal with the problem. This entire time I'm on the line I then ask to speak to someone local over the phone instead of overseas. I knew that there's a running issue with this Penitas location. I told my parents to go home, I took my mom's phone and began to drive to another location to try to get help. I'm still on the phone this entire time btw. Finally I spoke to John from Oklahoma who heard me out. He took care of us and found us a solution that worked. I'm getting a phone shipped directly to my mom under warranty! I got a text asking to rate my experience... here's the thing- Penitas, Texas Tmobile retail store (Sergio manager) below satisfactory. Call center comes through each and every time. Let it be known that I've been with Tmobile for...

I wanted to leave a special commendation for the manager at this T-Mobile location, ADRIAN. I came in with a frustrating and confusing billing issue that had been stressing me out. The manager personally took the time to investigate the issue thoroughly, explain the discrepancy clearly, and ensure it was corrected on the spot. ​Their professionalism, patience, and commitment to finding a fair solution were absolutely outstanding. It's clear that customer satisfaction is a priority under their leadership. Thank you for turning a headache into a great experience!...

T- Mobile has been charging me for 5 lines for 13 months when I only have 4 lines. So I called them about the issue and they admitted to doing wrong, and only offered me a $50 credit. I trusted them with Autopay in getting money out of my bank, I would have never thought they would be stealing my money this way. If this is happening to me, I can only assume it is happening to other customers. It is tough financially for my family and I, during these unfortunate pandemic times. All I ask is to speak to someone that can help me get the money back that was...