T-Mobile Authorized Retailer — Local services in Vinton

Let me start off by saying this: without your ‘lower down the totem pole’ employee’s, there would be no business. It is not possible, especially with management that is as poor as this T-Mobile branch’s is. My Mobile Expert, Julia, was phenomenal. She was patient and clearly still learning; overwhelmed and, at no fault of her own, undertrained. Her leaders placed her in front of a floor of disgruntled customers without the ability the answer more in depth questions because she had not been trained in that specific area. I was reviewing my request in greater detail and she became overwhelmed and became emotional - a 100% valid and appropriate response to the level of stress she was under. She explained to me that she was the manager, but she had been working 8-8 for the past week. While working those hours, she also is training a new employee which is incredibly stressful, especially if your leaders have not trained you on the material being sold and services being provided. I was frustrated and aggravated, as what I thought a few minute endeavor turned out taking over 2 hours and a hateful crowd of people joining behind me as time went by. 3 people to run the entire store. I am not sure if Josh is the store manager above Julia, or if he is the district manager, - regardless, his position should be reevaluated if he truly thinks it is appropriate and acceptable to throw his employees, the forefront to the entire stores operation, to the wolves while he enjoys his days off. The employee’s would not tell me anything else that goes on and how they are treated beyond what I was able to see and I understood that. All three employee’s were truly a pleasure and you could tell they had their customers interests at heart but were torn between being absolutely exhausted and tired of answering questions they aren’t equipped to answer. I have no respect for a leader who does not provide their team with the adequate resources and knowledge to properly function efficiently, absolutely none. Any leader or manager who can sleep peacefully at night knowing they suck at their job but make it possible to shift the blame on those below them should not be in any position that requires the levels of critical thinking and COMPASSION of a management position.

Julia, if you read this, I really hope you find an employer that treats you the way you to deserve to be treated - as well as the rest of the team. I wish the same for them. Let Josh or whoever else is in charge deal with the false promises and misinformation you guys are being provided and are being forced to provide and deal with when customers become on happy. Maybe then, things will change. You’re worth more than what your leaders tell...

Ok…let me just say if you need to find a cell phone service to switch to where you will def get your moneys worth along with excellent service face to face if you visit the store this is THE place to go! Last night we visited the store just to really ask a question about an apple watch and possibly buy a cover/band for it. We were greeted by Julianna and Jordan and were there til closing and actually a little after closing time as well. Mostly because we had so many questions and just had great conversation with them both. This duo not only answered each and every question we had, but they truly went ABOVE and BEYOND!! I will go out of my way to leave a good review. They were truly THE BEST and I wanted to make sure to actually leave this review to let others know as well. We are LONG TIME Verizon customers who just switched and came to T-Mobile almost a year ago and could not be happier with everything! We were paying nearly the same exact price but didn't get near the stuff we get here. We truly do feel valued as customers! In 11 months we have never had one issue to have to call to speak with customer service but we did need to call once just for rebate purposes just for info and were met with the same professional and courteous service we have gotten with each interaction! I know this review is too long but if you are debating switching companies and are unsure PLEASE just make the drive and go speak with this store! You will not find anywhere else that will educate, and take the time to actually honestly answer your questions. I really hope management reviews these reviews and can monetarily compensate these two for a job very well done! Excellent job again Julianna and Jordan! You made our whole day...

On Feb 21,2023 bought a SAMSUNG GALAXY S21FE5G to replace my GALAXY A10e I had used since July 23,2019. The A10e was having battery issues after almost 4 years of great service. The store manager convinced me the S21 would be a better choice than another A model so I took his advice. The S21 worked great until March 9, I noticed it having a difficult time getting connections from T Mobile and staying connected. On March 13, I went to the store to get help with the S21 issues, and a very nice and professional employee checked it out, made adjustments and was told to come back for more help if needed. Unfortunately, it still had the same issues, so I took it back again on March 20 this week for more help. The store manager that sold me the S21 got rude and short with me when I tried to get help, finally got one of the other employees to call the Vinton, Va Police on me. The Police officer came, then the store manager finally came and tried to resolve my S21 phone issues. After a few adjustments and a new SIM card I left. The new S21 still has the same problems, at home as it did. Had to put the GALAXY A10e back in service to have a reliable phone, since the new S21 is not trustworthy. Was told I can't return the S21 to the store after 14 days due to T Mobile policy. The A10e is still performing excellent at almost 4 years old, the new S21 only works at very few locations in at home, usually set up in a window. Very disappointed at this entire situation, also with paying a much higher monthly rate for a phone that doesn't function properly. Never had issues like this when T Mobile was Sprint, which was Ntelos years ago when I got my first phone there. Very...