T-Mobile Authorized Retailer — Local services in Troy

Deciding to switch from AT&T to T-Mobile to chase a few dollars of savings on my monthly plan was clearly the worst decision I have made this year. I went into the T-Mobile store 15 days ago to get the 4 lines on my family plan switched over AT&T. 3 of the phones that my family members wanted were in stock in the store. No problems with any of their phones/lines getting ported over and working.

I made the mistake of having the associate (Austin - he was great to deal with in-person) order me a 256GB iPhone 16Pro. The phone was not available in the store, and had to be ordered in from another T-Mobile location. This is where things start to go downhill. The delivery through UPS requires a signature. I work in an office Monday through Friday from 8-5. UPS attempts to deliver the phone 3 times after the first phone was ordered (each delivery attempt was prior to 4:30 PM). The first phone ends up getting sent back to T-Mobile as undeliverable. Then I go back into the T-Mobile retail store to figure out how we can correct this. Austin informs me that T-Mobile policy is that a customer phone order cannot be delivered to the retail store for pick-up there. We re-order the phone for delivery to my house. After UPS e-mails me the shipping confirmation/tracking info, I take the day off from work to be home to sign for the phone that couldn't be delivered to the T-Mobile store.

12 days after the initial order, I finally receive my new 256GB 16Pro iPhone on a Friday afternoon. I drive back over to this T-Mobile store to get my phone number ported over from AT&T. After it appears the initial port has happened, I decide to go home with the phones and wait for the next hour or so for all of the data from the old iPhone to get transferred onto the new iPhone. Later that night I discover that none of the one-time pin code SMS messages from Microsoft for the authenticator app, my Bank, AirBnB, and other apps are coming through to the new phone! The e-sim and data was erased from the old iPhone to ensure that it would not cause issues with the new phone. Well, here I am locked out of my bank account, Microsoft Authenticator, and any of my other iPhone apps that need to send me a one-time pin code via SMS to get the account access restored onto the new iPhone. I went back into the T-Mobile store to get technical support assistance. The associate calls T-Mobile tech support, and they reply that I need to wait 48 more hours to allow the port to get fully executed. It sure would have been nice to know this before making the decision to have my phone number ported over to T-Mobile. I now only wish I would have stayed with AT&T and saved myself the days and many hours of stress that this ridiculous experience has caused by being locked out of my...

UPDATE 2/12/18 The billing department advised me that I am now being charged the full retail price of the Galaxy 8 note at $980 when I received a Christmas promotion at 50% off..I put a very large down payment upon signing up with Sprint. I was told my phone lease would be 80 cents monthly.. When I questioned the billing department about being charged for the full price of the phone I was told that I needed to go back to the store and talk to the store manager. I already found out how worthless talking to the store staff is. Congrats to whichever staff member that finally posted my cash payment after several reps telling me that it was NOT applied...hmmmm...Seriousily considering a class action lawsuit if anyone is interested. OR IF THE OWNER OF THE TROY SPRINT STORE WOULD LIKE TO CONTACT ME, please respond. 2/11/18 WORST SERVICE EVER!!!!! Received numerous promotions this past December and then charged for everything that was supposed to be waived with the promotions. Steven and Korina promised numerous times to have credits applied. Credits were never applied. Despite making the monthly payments that Steven instructed me to make, service was suspended each month. I was then charged reconnection fees. The "free" tablet promotion was not free. I was charged $25 per month to use. I never even asked for a tablet. I drove up to the store again to attempt to fix the problem and I was told once again that credits would be applied but that I would not have services restored until the next business day because the "one" employee who processes the credits was off and that the employee refused to contact management in reference to my phones being shut off. My cash payment was also not showing applied to my account. Interesting as I have a paper receipt from Korina an the processing employee. Fast forward to two hours on the phone with billing at the Huber Heights location, my service was restored, some activation fees were credited however my bill is STILL NOT correct and Sprint is still demanding payment in one week. I was told that my bill would be $130 every month. It is now over $300 per month???? Disgusted and making sure to advise EVERYONE to NOT do business with the Troy Ohio location which by the way is NOT a Sprint store but is an authorized PCS mobile retailer. Aka: Scammers...

Terrible store. Would give negative stars if I could. Completely ripped off and will never be going back. I got a new iPhone when my contract was up, and was signing up for a new 2 year contract, this store is not a full fledged sprint store so a common thing to hear is "go online and do that, or that you have to go to a corporate store for that". I received a "free tablet" and I asked to make sure there would be no monthly charges and no contract with it. After being assured by the manager their wouldn't be and that it was a Black Friday special for getting a new phone, I got home to find it had been added to plan under contract and would be $10 a month. I signed a contract for the phone and got a copy of that, but I didn't get any information about the tablet. No receipt and never signed anything. I never even touched the tablet, I left it in the box and went back to the store and was told by the manager that it would be $75 to have it taken back for a "free tablet". As I said, I had no knowledge on anything about the tablet, and was then given a receipt for the tablet that they had "forgotten" hours earlier. I asked to see the contract that I had signed to allow them to add it to my plan and they said they didn't have it, I'd have to get into contact with sprint, but if I wanted it off my plan it would be $75. The manager at the store said they would give the district manager my name and that he would call me. It's been 3 weeks and still no call.

I spent hours on the phone with corporate sprint and am still trying to get things resolved that this store messed up on my plan. I ended up returning the iPhone and tablet to the store and getting them from someone not so interested in screwing over customers. Do not use this store! Go to bestbuy or somewhere that...