T-Mobile — Local services in Upper Providence Township

I should have given just 1 star, however, Damir, the manager on duty saved the day. We had a very subpar experience with a female sales associate (I do know her name and am choosing not to post it as I do not know her home life and do not need to ruin her source of income). She chose to watch TikTok on her phone while my son and I struggled to log in to our account on our phones. She needed us to log in to pick the plan we wanted, the phone we wanted as well as any accessories needed and pay for the phone online and choose the "pick it up in store" option. We are in the store, not sure why we aren't able to just upgrade in the store with the sales associate, but whatever. She did grab the key for the accessories and went to get them, but did not even ask what accessories we were choosing, no communication from her what so ever, just "I'll grab the accessories", at this point we did not decide on a case, just the screen protector, so we stopped trying to log in and moved to the wall to choose a case. Afterwards, she wandered over to a bench across the store and sat there playing on her phone while we got back to the log in process. When my phone stated that there were no stores with the phone we choose (we knew the phone was there as Damir confirmed which one to choose) she said hmmm and walked away. She came back and said that if we did get the order to go through that we couldn't transfer data as it was too late and that if the trade wasn't backed up then maybe we shouldn't do it and since it's so late you won't be able to go anywhere else either (it's 7:18 and the store closes at 8) After that sentence the door opened and she said I'm going to help her out. There was another sales associate there as well as Damir. My son and I looked at each other and decided to walk out. I did stop at the door and state that it was very f-ing ignorant (there was a small child in the store and I said "f-ing" not the actual curse word). We got in the car and pulled away, as we passed the door while trying to pull out of the parking lot, Damir stopped us and had a chat with us. After we spoke he had us come back in. He was polite and answered questions, he was able to do this while helping his team with questions they had and while assisting another customer that showed up. The accessories we purchased were installed and we were ready to leave by 7:48 with the new phone. Since there was not time to transfer the data he told us to take the phone home and explained the process to do it (which was exactly as he showed and very simple). He also said that we could then return the trade-in the next day. Since we ordered it online they give you a deferred return period of 7 days (why did she not explain or even state this?!?!) and he would active the new phone for my son without me present (a short simple process). If I didn't have such a busy schedule and my son wasn't traveling to Vermont in the next few days we would have waited but that was not an option, this was the only time we both could be at the store and he needed the phone to go away with as his current one was not holding a charge for longer than a couple hours. Thank you Damir, you are a...

I recently visited my local T-Mobile store multiple times due to a recurring issue with my Google Pixel 7 Pro. The phone's screen would start flickering green after about a month of use, eventually getting to the point where the screen wouldn't turn on at all. This issue was not unique to me, as hundreds of other users reported the same problem online.

Upon explaining the situation to the store representatives, I was disheartened to find that their only solution was to keep replacing my faulty phone with the same model , despite the high likelihood that the issue would persist (I've had it replaced 4 times now). This not only wasted my time but also cost me $20 for each in-store replacement. Why am I paying $20 to replace a device that's still under warranty and breaking due to no fault of my own? I had the $20 fee credited to my account a few times (not the first time) but that was only after complaining about it to phone support.

Unfortunately, the staff at the T-Mobile store seemed uninterested in finding a better solution or even acknowledging the widespread nature of the problem. It was only after reaching out to T-Mobile's social team via a single tweet that I received the prompt assistance I deserved, ultimately resulting in a different, new, free phone being sent to me within a couple of days. I spoke to them Friday and had the new device in my hands Monday.

I am extremely disappointed with the lack of empathy and customer service displayed at this T-Mobile store. Their unwillingness to address the issue in a proactive manner left me feeling frustrated, stressed for months and undervalued as a loyal customer (I've been with T-Mobile altogether for about 20 years). I understand it is ultimately not T-Mobile's fault the device was faulty, but the "solutions" provided both in-store and over the phone were not satisfactory. They essentially wanted me to outright buy a new phone or just keep getting the phone replaced every month until Google fixed the problem themselves.

I highly recommend that other customers seek assistance through alternative channels, as the service provided at this location leaves much to be desired.

Update: Almost a year later and another horrible experience at this store. Before I went, I checked online to make sure I was eligible for an upgrade. There was a promotion where I could trade my phone in and the new phone would be basically free. I figured I'd just go to the store instead of waiting for it to be delivered. Should be pretty simple. When I got there, they told me I was not eligible for an upgrade. They said I had to pay off my entire phone first. Even after I told them I went online I did all this before I came in, they refused to explore what I was mentioning further. So I left, without the phone, and promptly placed the order online from my phone.

Screenshot below showing all I had to pay was activation and tax. Another screenshot showing the promotion.

Not sure why the people there are so unhelpful. Not going back to anything at this point, not even for stuff that...

I visited this store to upgrade to a pixel 8. The associate assigned to me was so rude and clearly had no interest in customer service. Still I waited while they were formatting my phone. I mentioned that there are plan options we could run over while waiting for my phone so we could save time. She literally said, that's not needed and at the moment I'm too busy. That's despite there being 3 other associates standing around and clearly not busy. Still I waited while she chatted with another associate. When she finally came out with my phone she started asking the questions I suggested we discuss 20 minutes earlier! So rude. Even worse, the pricing she gave was $20 per month higher than I had been quoted by a different T-Mobile store a week earlier.

I was so frustrated and angry that left and went to the T-Mobile store in Harleysville. I was treated with respect and courtesy. This is despite there being 1 sales associate and 3 customers. I was updated with a new phone, told about their Netflix coverage and a senior discount. $30 less than the corporate store in the collegeville center, all with no bad attitude. I was in and out in 30 minutes. DON'T go to the collegeville store unless you want rude employees and bad customer service.

In response to the obvious and insincere "form letter" reply I received to my negative review...

I like T-Mobile, and still maintain my account. My review is specifically in response to the poor level of service related to the store in Provencetown Center in Collegeville. It was pathetic.

The Harleysville store service was great. I was informed of discounts for seniors, in addition to other options available to me. None of these had been mentioned to me at the Provencetown location thus my pricing was significantly higher

I can say that in my 34 of sales and service experience, if I had EVER treated a customer the way this associate treated me, I would have been fired.

From your automated form letter response, it is apparent that your management does not care any more about the in-store customer experience, than the undertrained associate who only succeeded in being rude and unhelpful.

To anybody reading this, TMobile is overall, very good and much better than their competitors. We have been loyal customers for many years.

This particular store appears to have minimal interest in delivering an inviting and informative customer experience, even for loyal and long-time customers. The fact that multiple associates did not realize there was an issue, simply reflects on the poor management of this particular location.

We will stay with T-Mobile, just NEVER recommend this...