T-Mobile

WORST EVER. For the third time I have tried canceling my account and they still are charging me for my old phone I haven’t used for a year. Will not refund me the $ 150 extra they are charging me a month and they won’t wave the cancellation fee for the third time and I’m stuck in a contract with them. Worst customer service ever, worst service in general. AWFUL AWFUL SWFUL AWFUL AWFUL AWFUL SO MAD

I don’t think they deserve anything less than 10 stars, but Unilocal only gave me 5. I love 6^th Ave T-​mobile. I refuse service anywhere else and for good reasons. Our account gets messed up every time we go anywhere else. We are grandfathered in on our plan so we NEVER change.
Mario goes above and beyond what is needed. This is not to make sale because I listened to how he talked to other customers about their phones and bills. When someone decided they were not upgrading to a new phone, Mario never pushed one down their throats.
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I got 2 phones and 2 tablets plus accessories. Mario knew what I needed before I did lol. I had to come back the next day to get the accessories that he originally suggested to me. We laughed because I should of just got them the day before lol. Just don’t ask Mario to do a screen cover and you will be just fine.
Phong (please forgive me if I spelled it wrong) is absolutely knowledgeable about everything technical. He has helped me a few times with getting what I needed. He will let you downgrade, but always compares models to give you the best knowledge. He’s absolutely funny and a Patriots fan so he’s cool with me lol.
All and all the store has dramatically improved since getting new management. People want to be at a store where others are happy. There is a lot of high fives and laughter, but as a customer I want to see that. It let’s me know being there will be less painful.

EVERY TIME I come in here I could be waiting 20 –30 min and not one employee, NOT ONE, says, «hello». So sad… I love T-​Mobile, but get it together! This store needs to step up their game and learn how to treat their customers better. It’s the worst one I’ve ever been to.

When you walk into this store and Kyle the overweight goatee’d manager is so busy sweeping the floor that he doesn’t notice you, you know you’re in for a bad experience. When Stanislav the Russian kid is busy talking in Russian to his Russian mafia-​looking friend, you know you’re not going to get very good service.
When you try to explain your request to Stan and before you can even finish, Kyle interrupts to say, «no we absolutely cannot do that,» you know you’re in for a fight. When Kyle goes back to stonewalling a kindly old couple who are just trying to find out what happened to a payment, that’s when you start to get really angry.
When Stan calls up Tmo corporate to try to get help on what to do, you feel a little glimmer of hope. But when Stan starts all of his statements with, «the customer was supposedly told…» that’s when your hope goes down in flames.
When, twenty minutes later, you finally have to take the service issue into your own hands and you’re standing in the middle of the lobby with a service desk phone waiting for a supervisor and a retention specialist to figure out the problem, you take a moment to look around and observe:
— Kyle apologizing to the kindly old couple for mis-​applying their payment, but subtly implying that it was their fault because they didn’t know the technical difference between «pay my bill» and «pay the financing on my phone».
— Two more very burly employees (who I will name Kenny and Cartman) arrive 30 minutes after opening and rushing around shouting, «WHO IS NEXT?» instead of being polite and inviting to customers who have been sitting on a bench waiting for 15 minutes.
— Stan and Kyle exchange knowing glances in regard to your level of frustration and your unwillingness to take their indifferent «no“s as an answer.
The problem with this store is that no one cares. Kyle didn’t care to ask questions or get details. He was intent on telling me what could not be done, instead of trying to help me find what *could* be done. It was as if he wanted to get me out of the store. Stan was the same. When I gave Stan information, he didn’t know what to do with it. When I told Stan about my account notes, he replied that he didn’t see any notes, and he didn’t seem interested in doing anything about it.
So the lesson here is: don’t go to the T-​Mobile store on 6^th Pearl because you won’t get any answers, the staff cannot correctly apply payments, and they just don’t care.
If you want good service, call the T-​Mobile customer service line and try to connect with the Level 3 team in Wichita, Kansas. Not only do they know what they’re doing, but they do it with the utmost professionalism, courtesy, respect, and empathy.