Verified Company
I went to pick up my new iPhone 17 that I bought on the T-Mobile app and with the assistance of a T-
Mobile expert over the phone. Everything was paid for and all I needed was to have my data from my old phone transferred to the new one when I got to the store and have the screen protector put on it. But instead of that happening, I was greeted with an employee that had his head down on the table (bored I suppose) asked for my ID, goes and retrieves my bag with phone and screen saver. Sits it on the counter and says, “do you need help transferring your info from the old phone to the new one”? I said, “yes please” and he replied back with…”you’ll have to come back tomorrow, we don’t do that after 7pm. It’s not part of our game!”
“That’s good, I replied because I’m not playing a game and just drive over here from Fishers to pick up this phone tonight. I’m not coming back tomorrow.” He still wouldn’t to take care of transferring my data, so I left with my old and new phone in hand and called customer service. Sadly, I didn’t get his name, but young man…you are in that job to help the customer and we help write your paycheck. Maybe you should remember that the next time a customer is in front of you!
I called the Tmobile helpline. They said to go to the local store and swap the internet modem. When I got to the store none of the notes were in the system and they didn't have the modems like I was told. But Jacein thestorewasable to change the plan and get me out with modems. The personal service is just as great as the home internet service
Awesome customer service!
Brandon told us at first that our concern for porting can't be handled by them. But he went out of his way to connect us with the right people. He pulled out all our info and help us throughout the process.
It took some time but he helped us tremendously. Thank You Brandon!
Reply from T-Mobile
2025.02.07
Thanks for taking the time to leave us a review! Our team works hard to provide you with awesome service. It's great to hear that Brandon was able to help you out!
Came in to deal with a S25 Ultra upgrade and was met with a fairly passive aggressive, condescending and rude hispanic male team member who never told me his name and I do not believe was wearing a name badge. Proceeded to tell me that because my plan was considered legacy and grandfathered in even though its only 2 years old that I can only get $500 tradein on my S22 Ultra but I can pay an extra $40 a month on top of the payment for my new phone payments that adds no value to my plan to get an extra $500 on my tradein. The logic made no sense and the fake positivity attitude made it feel even worse as a customer of T-Mobile. Might be taking my business to another carrier after this experience.
Reply from T-Mobile
2025.02.01
Hi, Victor! It's disappointing to learn that we did not live up to our high standards for customer service. We are always improving and hope you'll give us another chance to provide better service in the future.
Highly recommend these guys. Spent 2 frustrating hours on the phone with Apple troubleshooting why my new phone would not connect to my car and got nowhere. I went to the store, they switched out the phone, helped me transfer all the data and then came out to my car to make sure it was working. Excellent service, the 2 guys working were very personable and professional. All in less than 30 minutes.
We switched to T-Mobile several months ago. We are very pleased with the customer service at the Clay Terrance store. Brandon took care of us both times. He's professional and knowledgeable and A Great Person. He welcomed each customers walk into the store with words and smiles! He's very patient and answered all my questions. He did his best to help us every time! I just can't say enough great things about him! Brandon really represents what is a great customer service! Two thumbs high and up! Thank you very much!
