T-Mobile — Local services in Woodinville

Edit to address response: I came into the store for a visual inspection before ever calling. At first, I was told that I could use P360 when it was just that the phone was turning off when folded. I called back later when touchscreen had also stopped working randomly, and I had issues turning it back on. This was when they told me that I couldn't use protection plan over the phone. (To clarify, visual inspection was not the issue as the phone appeared the same. And even if it was, they could have asked me to come back in). The "pressure bleed" was my screen protector coming up. Which the store already knew about the first time we discussed using the protection plan (also see the end part about my first interaction with the store. Obviously, the store knew it was just the screen protector. And the tech I spoke to wasn't concerned about this at all). This is a very disingenuous response to my complaint. Another great example of the poor customer service at this store.

I have a Protection 360 plan for my Galaxy Flip 6 which recently started having software issues (touch screen would randomly not work, and would turn off if phone was folded). They refused to let me use the protection plan, claiming that phone had physical damage and should go through insurance.

Insurance company told me it should go through protection plan as phone had no physical damage (which I confirmed) and would still work randomly.

I even called T-Mobile's tech support who ensured me that it was likely a software issue (even a well known issue for this phone). They called the store for me to tell them to let me use protection plan. This store still refused, and tech support ended up having to process claim themselves.

This wasn't even the first issue that this store has refused to help me with.

Another time, I went in because the screen protector on my phone needed to be replaced. I had been told when it was first placed for me at a T-Mobile store that as part of P360, they would replace the this screen protector for me, so I went into this store to get it changed out.

The assistant manager insisted that T-Mobile stores didn't sell screen protectors for flip phones like mine, and I couldn't have gotten it from them. He said I'd have to go to an UBreakIFix store and pay for replacement. Of course, I was irritated and went to another store for answers.

The second store (in Bothell I believe) was much more helpful. They apologized that an employee gave me incorrect info when I first got the phone (asst manager at Woodinville store just insisted this couldn't have happened), and that T-Mobile no longer carried screen protectors for flip phones due to concerns over damaging screens during replacement. They also helped me discover that my phone was still in warranty period and so UBreakIFix would replace the screen protector for free. Bothell store's customer service was miles above this stores.

They were so difficult to deal with that even T-Mobile's tech support recommended that I drop my broken phone off through UPS instead of having to deal with this store's staff again. If a rep from your own company is recommending customers avoid you, then you have a...

I like T-Mobile in general and staff at this branch is always helpful trying to assist you except the service manager Caleb.

Their attitude is too entitled, rude and dismissive. Even when politely told what they did wrong, they act dismissively. To give specifics, I had multiple lines with t mobile and added two new ones along with phones. It seems the particular lot of phones at this outlet had some issues i.e. their camera had a weird pink light that reflects in pictures you take, they are pink. I got a phone from there, took it back to them in a day showing this. They sent us to Apple outlet 15 miles away. I ended up going there (apple) twice, only to be told by apple, we can replace the camera on this phone but won't replace the whole phone. The other t mobile outlet next to Apple as well as apple themselves, were surprised why this tmobile outlet simply didn't replace the phone since it's with in a couple days. That T-Mobile was willing to exchange but didn't have the exact model and color.

When I brought this back to Caleb where I was at least expecting them to say 'sorry you had to go through this and had to undergo multiple trips to apple' they simply refused to acknowledge this and instead gave an ultimatum that they can only swap it once else I have to pay restocking fee. I feel I shouldn't have to, but worst case I would do that too. The thing that tipped me off was their refusal to just acknowledge this is poor attitude. Customer service doesn't work this way. The least you could do was to say I am sorry we sent you to Apple for a phone we gave you yesterday instead of just replacing it ourselves. And when politely being told this is inappropriate way of dealing with customers, their answer was 'please don't tell me how to do my job'. This person refuses to acknowledge that valuing customers time and not causing them a hassle is a core part of their job.

All the rest of the staff at this branch is always helpful and never dismissive, except Caleb.

The 2 star is earned by others and in above case, after all of my critique they eventually switched the phone once with the ultimatum to me that if the color is still an issue, they won't be able to do it again. I asked probably the batch of devices you have has an issue, can you order online, which they refused to do in this case. The second phone I had ordered from portal and it didn't have this problem.

All in all poor attitude and personality. I really don't want to deal...

Not going to mention as much as I'd like to since I want to help them by keeping your expectations in line, but they are easily deserving of my rating imo and have been nothing less than great about helping me virtually every single time I've been there over the past year or so 😁😎👍

Will note that there is sometimes a bit of a wait (a very reasonable 5-30min ime) at this location as they thoroughly provide the level of service that I've enjoyed from them to other customers, though I attribute that almost entirely to their relatively small size compared to other stores (literally not enough physical space for any additional employees to be effective, if you wanna think of it that way). It's never been enough to bother me since I tend to just prance around "playing" with their display devices while waiting (they're often exceptionally good at noting who arrives after me), but I assume it'd be noteworthy to someone willing to drive to a bigger store nearby if that person already knows themselves and/or their situation to be any kind of impatient ¯(ツ)/¯

My thanks to the...