T-Mobile — Local services in South Strabane Township

Do not give them any cash! I brought in my Metro phone (powered by T-mobile). The guy checked it out, and said it needed a new sim chip. He sold me the sim for "pay as you go", took my money plus activation fee, and víolá, nothing worked. It turns out that I needed a "Metro" sim because they don't unlock phones that are less then 180 days old. The sales rep told me that they absolutely do not refund any cash (this was less then an hour after taking my money!). He gave me a customer service number to call to get my refund. - So the circle begins. "Care"(their customer service department) says that I'm within my 14 day period and I qualify for a full refund. However, cash transactions must be refunded from the store. I told them that they said they couldn't do it, and to call the store, and tell them to do it. He said he would, and just connected me. He was never on the line and the store tells me no again. So, I call back "Care" again. They tell me to go back to the store and ask again. If they say no, call them and they would tell the T-Mobile rep how to do it. Today, I stop in and they say no again, so I call the number and wait on hold till someone answers (about 30min). I explain again to "Care", they have my notes, and they want to talk to the sales rep. I hand my phone over, and they talk for about 20 mins. The T-Mobile guy says that nothing the "Care" rep said works. I get my phone back and the "Care" rep asks me to get the manager. I track down the assistant manager and give him my phone. They talk for about 3 mins and he hands me my phone back saying that he couldn't hear them. I looked at my phone, and there was no one there (I think the T-Mobile asst-manager just hung up). He said that I could call them back, but that he has no way to refund Cash. Tomorrow I shall call and wait on hold again. Keep your money, go elsewhere.

-----Edited------- The store manager seemed like a really good guy (Thomas). Once I was in contact with him, he fixed the problem almost...

I went in cause I figured I was eligible for an upgrade. I was on the fence about either getting the iPhone 13 or get the Galaxy Z Fold 3. I wanted to compare prices on my acct depending on which route I went. I don't remember the older gentleman's name, but when I told him what I wanted to do, he told me it would be based on what the taxes are. He didn't bother to get my information to pull up my acct. He just told me what factors into the price. I asked if there was any way to get a rough idea. He told me there wasn't unless I actually start the upgrade process. He then told me I could probably get the offer that was out. He explained the offer then ended it with saying I would have to be on the Max plan. If we looked up my acct he would have known what plan I was on. I'm not saying he's wrong, but every time I've ever upgraded and was curious about cost. The gentleman that I used to go to that's at another store had 0 problem will pulling up my acct and giving me a rough estimate. I told my wife about my issue with this gentleman not really helping me, and she told me she's heard similar complaints from her co-workers and customers all day. I was going to drive the extra distance, but we just ended ordering my phone online because when she signed into the acct she saw that I was eligible and I could do everything online and not have to deal with that gentleman. I wanted to get their feedback on the phones cause I like hearing other people's thoughts on them, but I decided to go with her advice and order it online. Not the kind of service I expect...

Just wait til you need them.....went in for a cracked screen. They broke the phone while making the repair rendering it useless at that point. All pics, contacts and videos gone . Great repair job, and they get paid!! Promised new phone. Took back promise days later, said it would be a refurbished. Originally said 3 days for the new phone, changed it to 7-10 business days for the refurb (2weeks). When questioned they told me that I wasn't told what I was told. By definition, stating that what I said was untrue (lie). Kicker is, I had Sprint Complete Insurance!!!! (Buyer Beware!) Store manager put a tech on the phone to talk to me ( concern/upset customer.- great leadership.). Loaner phone is a used lower model POS that is nowhere near the one they destroyed, and they said that it was a 'courtesy'. WORST CUSTOMER SERVICE ever. Called all 800 numbers associated with Sprint, no go. Customer Service is dead. Get everything in writing and back up NO MATTER WHAT. Just wait til you need them...and by all means, avoid the Washington, PA...