Driving across the country my phone stopped charging. I was facing having my 9-year-old guide me from Tennessee to a small farm town in New Jersey. I went into this T Mobile and the two guys working there helped me quickly to get everything I needed to continue my trip. They were so nice and had many options, letting me know pros/cons of each choice. Excellent customer service and smart trouble shooting. All 5 stars. Thank you!! I made it across the country safe and sound :) read more

The first week of June of this year, my husband and I went into the store. We were told we could get free tablets. We were told there was no monthly fee on them but we have been charged a monthly fee on each of them every month since, despite the manager telling us she would fix it, twice. Ever since, we have been charged a monthly fee for each tablet after being told there was no monthly fee. I tried four days after we got the tablets, to turn them in but they would not let us, saying they would fix the problem. We have tried to turn the tablets in twice since then but they refuse to take them back saying they will fix the problem. Still, the problem is not fixed. Also, they have you sign documents online and will not let you see what you are to sign and will not give you a copy of what you signed after, either, so you have no idea what you are agreeing to. I also purchased a phone that I was told had a 13X camera on it. The phone only had a 6X camera on it. It was swapped out for another phone that was supposed to have a 13X camera on it that cost twice as much but it only has a 10X camera on it and it does not work correctly. I have tried twice now to get it replaced but they will not replace it, so far. We also got their home internet. The home internet did not work at our house and was turned back in to them four days after we got it. They stuck it in a back room and never took it it off our bill. It was over two months before they found it in their back room. Then, I had to personally take it to UPS and mail it to the main office. It arrived at the main office according to tracking on the package but it is still on my bill. I have had to make numerous trips to both the Lookout Valley store and the Signal Mountain Blvd. store to resolve these issues and still this has not been straightened out. Numerous times I have been told managers will be at the store only to arrive at the store to find they were never there and will not be coming in, are not coming in after all or they have left early knowing I was on my way. I have left messages at the store to get a call back because the manager was too busy to talk to me and I was never called back. I have talked to the customer service phone number and they refused to fix the problems, saying I have to go to the store to get them fixed. In five months with numerous trips to the store, nothing has been fixed like I have been promised many times it would be. I am still having to run to the store every time I turn around and nothing gets fixed. I am ready to pull my hair out. I recommend using another service. read more

On Friday at 7:45p.m. I arrived at the Shallowford Rd T-Mobile/Sprint store. I was furious. I jumped out of my vehicle to check to make sure they were open-- poked my head in the door and asked and Two sales associates -- Stated yes but a mask must be worn. I was extremely happy to see the adherence to the prevention of spreading the corona virus. Kudos to T-Mobile. I turned around went to my car and retrieved my mask, my phone and wallet and reentered the store, I was promptly greeted again by the same associates. (One of which I did not get his name) Ms. Rita was beyond professional. After two days personally dealing with Sprint associates on the telephone, via chat, via email I arrived at the store ready for a fight. (not literally -- I was fed up to the point I was going to cancel our service after 15+ years ) Ms. Rita (9 months pregnant) was friendly, understanding, and eager to assist me in my issues. I am a beyond satisfied with the service I received. She absolutely blew me away-- I have NEVER received the amount of positive, helpful and friendly customer service in any customer service related transaction to date. Ms. Rita went above and beyond what services I was inquiring about, she even volunteered to put the screen protector and otter box on my phone, graciously. Thank you Rita-- You are definitely meant to help others, many people could learn a thing or two from you. (I work in customer service as well) Thank you T-Mobile for taking over Sprint. Best Regards, Dana Ware-Woolf read more