T-Mobile — Local services in Town of North Hempstead

This store was the one bright spot in what has been a truly miserable T-Mobile upgrade experience. The people who helped me were Ish (Store Manager), Keston (Assistant Store Manager), and Raihan (Mobile Expert).

I was trying to upgrade my family phones and use the Black Friday P40 promotion for new iPhone 13/13Pro/13ProMax (get Magenta Max and trade in 2 iPhone XS's for $800, and an iPhone 7Plus for $400- all very good condition; total value of trade-ins for me was $2,000). It was Thanksgiving weekend and I was traveling in Boston so I decided to order the phones online while I T-Mobile still had inventory for the phones I wanted. The site had issues and instructed me to call to complete the transaction. I did and was connected to a Care Agent overseas, and he told me the promotion expired- which I informed him it was just started this week for Black Friday and I am looking right at it on their website. Eventually, he put me on hold to consult with an "expert" and hung up on me. I call back and start the process over with another Care Agent overseas. It took an hour and I had to explain the promo again, but eventually I thought the order and trade-in promos went through. They rushed me to sign the Docusign agreements, which by the way, make no mention of the trade-ins (this becomes important later).

Later that day, I logged into my T-Mobile account, and noticed that there was no trade-in for one of my iPhone XS ($800), so I called them back. This Care Agent told me that because the previous one didn't properly put in my trade-in promo, he would have to resubmit the purchase correctly and the original order would automatically cancel. It sounded like he just wanted to get me off the phone but I relented.

This week when I was at home in NY, 4 phones came instead of 3 because the erroneous order was actually not cancelled. At this point I am furious and I went down to the Garden City Park store for help. These were my issues the helped me with: The erroneous order never cancelled... Keston called T-Mobile corporate and had them process a return for me which I had to mail back because the order was made on the phone The trade-in for my iPhone 7Plus did not show in my promotions online, and Keston confirmed since it was processed during the promo period, it will take the promo, though he was not sure why the system did not show it For the above return, T-mobile corporate processed the wrong phone (I heard Keston provice the correct info though), and I had to go back to the stort, and Raihan helped me update that to the correct phone with corporate Then I noticed today, my account is showing the wrong phone model, even though the IMEI number matched the new phone I just activated. Ish explained this happens on the T-Mobile system and not to be concerned I went back to work with Ish to submit the trade-ins for the promo. On the trade-in for my iPhone 7Plus, the IMEI did not match even though I never gave them an IMEI (the phone was originally from another carrier). Ish helped me push that through The system did not show my iPhone XS as being tagged for trade-in, even though I am holding a piece of paper with the exact IMEI. Ish found it on the system and helped me process that.

There were actually other little issues which I won't get into, but the experience was a nightmare and it's actually not over until I see the bills showing the device credits. The team at Garden City Park were really helpful with me and I hope I won't need to go back for further issues. Ish, the manager told me to call him if I do have any. I highly recommend going to this store to do your transactions and skip the online or calling the Care Agents. T-Mobile starting charging the $35 setup fee even with online purchases (started November), so you save nothing by doing...

The front desk lady at this T-Mobile store provided very rude service today on Mother's Day. We got our Mom a new phone and need expert technical support to transfer the phone because we run into problem before if don't have the technical support from T-Mobile. She said this store is not a corporate store, very reluctant to help. She said it's better off we do it ourselves at home or call T-Mobile on the phone. She make it sound like she will not service T-Mobile customers if we didn't directly get the phone from this store. When we beg her to help us, then she said Wifi in a T-Mobile store not working, on and off, can not help us, can't believe it has bad connection in a T-Mobile store. We asked her please use our hotspot to help us in case we run into problem, she said for sure it wouldn't work, she said she's a sales person, but she won't get a technical support person to help us or even try. Just want to kick us out. We have no choice but leave, she's so rude. We force to use hotspot to transfer the phone outside her store just to try before we have to find a real corporate store, and it works! We feel so mistreated, this store or other staff possibly really good, she gave this store a bad name, and she misused T-Mobile brand name. We had always enjoy excellent service from T-Mobile on phone and other stores, never been provided such rude service! Especially rude to two Moms on a Mother's Day. Why a store put a T-Mobile sign on store, but this lady will not provide service to customers. We are not against this store or other staff, but this lady turn away all...

T-Mobile = RUN! This explains why they got 1.5 on yelp. I was a sprint customer and unfortunately had to deal with T-Mobile after the merger. I was basically treated like a stepchild. We were offered a deal when I called customer service. And according to them I had to go to the closest T-Mobile store. This store said the deal was available but couldn’t process it and had to call customer service for it. So for 2 full days I went back and forth between this store and calling T-Mobile customer service. We spoke to multiple people, even managers, that LIED and offered the same deal and hung up on us THREE times. Some of the names I took down were Cherry, Alec, and Alex at customer service and they should all be held accountable for the lack of customer service that they provided. I also spoke to Chris and Jumi at this store and they basically said the person we spoke to initially at the store was new and we shouldn’t have been offered the deal. So who’s lying?!?!? How does T-Mobile even exist with such horrible customer service? I would think being truthful and not hanging up on customers is part of the basics of customer service. Tip to the head of T-Mobile customer service, #calliefield, T-Mobile will not last if customer service continues down this road. I am an example, after all this ridiculousness, I took the penalty and changed to another company. I am 100% satisfied that I don’t have to deal with...