T-Mobile

The screen on my Galaxy S5 broke and I went in here to see what they could do. I was told over the phone by one rep that it was going to be almost $ 200 to replace because I still owed on the phone or to pay the deductible and have to wait to have them ship one. I just cannot be without my phone so I decided to go in and see what they could do.
I talked to Shawn who was pretty great. Previously they had some deal that was $ 60 off so Shawn called to try to get that for me. The first customer care rep he talked to said no, so he callled back and after all was said and done, I didn’t have to pay my deductible or the balance left on my current phone (about $ 150) I used JUMP to get a S6 and the only thing I had to pay to walk out with a new phone was the cost of the case.
People talk a lot of smack about T-​Mobile in general, but I have been with them for almost 8 years and service has always been amazing no matter what the issue was. Other carriers have always treated me like crap, but T– Mobile has always been awesome. Today was just another example of how awesome they can be.

Really good, courteous and fast service.
Thanks to David who was externally helpful with a great knowledge of products and went above and beyond.
Oh yeah, he has a fun, twisted sense of humor.

The sales rep, Raven, gave me the wrong trade in value of a 5s instead of 5 and she was looking at my phone in person at the time. I was $ 100 short than promise, didn’t learn it until I sent the phone in and can’t be returned. I was also told I was able to make international calls on wifi to residents for free which I did, at home and on private wifi connection via Comcast. I was billed for $ 110 and $ 60 for 2 calls. When I call 1800, they were only able to credit me $ 50 and told me it is 50 – 50 chance to get charge bc my wifi connection was interrupted, but how could I have known it? I have no way to prove it and they say I need to contact comcast and it’s my responsibility to read the agreement carefully to know what I sign up for. I am so upset and already switched back to AT&T. I was with t mobile for 48 days, made 3 calls and spent more than a hour of time on the phone. Very upset! Please be careful of what you sign up for bc it on you when you have to take the hit.