T-Mobile — Local services in Stonecrest

Very nice and well kept store. I purchased a used phone from Best Buy for my son, which I typically do because he always losing his phones. I’m not techy at all. Typically when I get him a used phone I take it in to T-Mobile to get the phone set up. What I mean by set up is place the screen protector on, the case and the activation. This particular store does not do that because it’s a liability issue for them. Okay, cool. I don’t know how to take the SIM card out and I was trying to convey I needed help with that even if they cannot help with the other things. She was still was on setting the phone up while I had already understood all I would get help with was the SIM card. She went and told her manager who came over to say she cannot help me, very high base in his tone. I’m thinking, like not at all? I really don’t know how to change the SIM card. I’m trying to clarify and he gets super upset and says WE DONT DO THAT ITS MY CALL. So I match his tone and it’s a bit of back and forth. I said if I have trouble I can just call customer service (meaning going through the steps should I need it) he says WELL YOU GONNA CALL THEM TO PLACE THE CASE ON? That wa so embarrassing for me. I had moved on from not getting help with the case and screen protector before she went to tell him. Actually when he came over I was already doing those things. He finally walks away saying “we not doing this today.” Finally she changes the SIM card, she really didn’t have to escalate things because I understood what she was saying. I just needed help with the SIM card since she couldn’t accommodate anything else. I think I can do the rest on my own or ask a family member. It’s the old adage, it’s not what you say it’s how you say it. To have clear offense because I purchased from another store is crazy. I’m spoiled from over 18 years of great customer service from T-Mobile. I didn’t know that I may be offending the staff by bringing in a used phone. Like I said, I always give a gift card to show my appreciation but guess what? I kept it in my pocket today because yelling at me over something so minor is out of order. This location was in my travels so I know to never go...

I orinally gave a one ⭐. From a management stand point. It might help with processing customers more efficiently, if this location had someone taking names and numbers only, while the other employees help the customers and if it's a,simple purchase such as a charger or case, one of the other employees handle just those.I literally stood in front of this TMobile store for 20 mins before anyone actually acknowledged I was there. A female employee finally came out and only took the name and number of the customer in front of me, then walked back in. (Mind you, it's very cold outside). No acknowledgement, no "I'll be right with you." Nothing. I waited another 20 mins and a young man came out but did not ask who was next . A lady walked up after me and just began inquiring about a phone on sale they dialogued about 5-6 mins. The young man finally took my name and number and suggested I wait in my car and that there were 3 customers in front if me. After more waiting, my patience was running thin so I went next door to grab some Dunkin Donuts. I went to my car to wait to be called or text . It took about 50 mins for the wait time which is unexveptable!!! Once I got in, the employees were friendly and helpful and process was easy so I bumped it up to a two ⭐ I suggest before you waste gas or your precious time, schedule an appt online. I learned this after the fact and wish I had known...

My phone wasn't working. I randomly woke up to my phone saying no SIM was available when there was. Couldn't use it unless I had wifi. I went to another T-Mobile near the Stonecrest mall and she said I would need a tech to get the SIM card out because it's stuck and she couldn't get it out. I guess that was the only way to fix it. She said there was another T-Mobile inside the mall to do that. I drove to the mall and searched. I'm not from here so I didn't know that there actually wasn't one in the mall anymore. I asked a security guard in the mall and he informed me about that update. So instead of driving back to that T-Mobile, since I already felt like the person that was helping kind of didn't want to, I drove to this one. Panola Road. She took my phone, set me up for an e-SIM first. She realized she couldn't fix internally so she got an actual SIM card and easily popped out my old one and put in a new one. When I tell you I was confused because the other location didn't even try to troubleshoot anything and said that the SIM couldn't even come out. This one took 5 minutes to fix the issue and sent me on my way. This location will be the one I go to from now on. I think her name was Stephanie, she did a great...