T-Mobile — Local services in Plymouth

First, the workers at this location are VERY nice. However, due to my recent debacle, I have concluded that they are NOT knowledgeable. They badly messed up my order costing me now 2-3 hours of time, headache, crying kids and possibly money (I'll have to see when the dust settles how this all plays out). One employee was completely confused on a huge, popular t-mobile promotion where you add two free lines to your account (pretty simple if you ask me). When I went into the store, he (again, nicely) signed me up for an additional 5 lines, not two, whereby the other three were going to charge me. Also, the promotion was 2 free phone lines or you could substitute with a free 6g data plan and free tablet. Since we only have one child, I wanted a free phone line and tablet line. Unfortunately, because the employee was so confused, we cancelled the order and I now lost the opportunity of the promotion.

In the end, I had to call the T-mobile costumer service line and also talk to a manager at a different store to finally get everything worked out (but still missing the initial promotion). Sad to say, despite how nice these employees are, I will not be going back to this store-just can't trust them. I have filed a complaint with customer service and am thinking about sending off a letter to the district manager...just not sure I want to spend any more time on this. I walked into this store a very happy and satisfied costumer with t-mobile. I left the store completely frustrated, with a complete mess on my hands and a very troubling experience--to the point I'm actually writing this negative...

I went in to this store to seek help troubleshooting - my phone was on a "boot loop." The first employee I spoke with, Jahnee, was courteous and sympathetic. Unfortunately, I had already performed the trouble shooting they would normally do, so she consulted with her assistant manager on next steps.

The assistant manager could be a case study in how not to talk to a customer who might have lost several hundred dollars to a defective product. Rather than offering any suggestions or options, he simply stated over and over that he could only help if I had purchased the protection plan, as my phone is about a year old. A little empathy would have gone a long way. Even if there weren't great options, you want to feel like the person you're doing business with is trying to take care of you. Instead, I got chided for declining the protection plan a year ago. If I had cracked the screen or dropped it in water, that would be a valid point and I would eat the loss without question, but I was dealing with an obvious lemon.

After I left, Jahnee double checked the warranty period and put in an order for replacement phone. Again, she did great, but her manager is a piece of work. I wound up getting far better customer service at Geek Squad in Maple Grove. It turns out the boot loop problem I have is a known issue with Samsung S9s. Maybe people who sell them should get a bit of training on...

Needed 2 new phones so i went to this location, I was "helped" by an employee covered in tattoos down his knuckles. I asked him to get one of the other employees who were standing around chatting to work on second phone while hes doing the first so I could get done quicker. He said no, he would do it. He also lied and said that the S9 would not have phone jack problems. But the most insulting thing was that i had to watch/hear him make faces and snide remarks about another customer in the store who was having a bad experience with the stores customer service. 3 weeks later surprise, one of S9 phone jacks doesnt work, so i had to go back. Three other reps were standing around, i told them the issue and then they tried it and the phone charged with the different chargers that were under the counter. So they told me there was nothing wrong with my phone and that I wasnt lied to even though he wasnt there when the tattooed guy lied to me. I asked for one of the chargers under the counter and they wouldnt give it to me. They told me to waste more time and bring in my chargers. There isnt anything wrong with having tattoos its just the only way to identify this...