I can empathize with Brian B.'s frustration. We have been T-Mobile Customer's since the inception fo the US subsidary of the company, 10+ years ago. Utilizing T-Mobile cental customer service, has been a pleasure. In the Phoenix and/or LA areas, same consideration with the storefronts., i.e., We enter the store, they look up our account, and take care of us, no pressure, no worries. Unfortunately, we have the Flagstaff Store, which, truth be told, is a quagmire compared to other stores.
First, there are 2 "customer service" areas in the story, with 3 computers. Today, there were 4 staff, 3 appeared to be on the job, and one in training. When we arrived, each "customer service" area was being used, with a queue of about 3 to 4 customers, in waiting. After aobut 10 minutes, the queue began to snake outiside the store, most likely about 6 to 7 customers deep. The young lady in front of us, was just there to return a phone case, which surprisingly took almost 5 minutes of computer time, just to return after her 15 minutes in line.
After 20 mintues in the queue, we were finally able to begin the process of returning the recalled Samsung Galaxy Note 7. I had previously spoken to T-Mobile Customer Care, who provided me with the process, "....Go to a retial location, return the recalled device, and either get a loaner phone, until the updated Galaxy Note 7 is released, or purchase a new device." This was straightforward, enough. The young man at the counter, had not processed a recall return, and asked his colleague who was with another client, what he needed to do. The colleague stated, "let me handle it" and informed me that he would need to see a receipt for the purchase of the device, for sales tax reasons. This sounded odd, and I informed him, it was procured through T-Mobile corporate, and courired to us, a few weeks prior. Any and all receipts, and our customer history would be in the "system" as well as a comment, relative to the call I had with T-Mobile earlier regarding the recall return process.
We were informed, without a receipt there was nothing they could do. This sounded a bit odd, and I informed him, that was not what I had been informed by T-Mobile Customer care, I just needed to bring the phone in, as it had been recalled, and I'd be provided a loaner, in the interem. No dice, I was informed that I'd need to the receipt to return the "recall" and then I'd need to pick a device, whatever I wanted, once the recalled device had been returned, and they'd overnight it to me I informed them, that made no sense, once I returned the recalled phone, I'd be phoneless for 2 days, as it was Saturday afternoon. I stated this makes no sense, and received a shrug of indifference. They had other customers behind me, and seemed to have little regard for my current circumstances.
Frustrated, we left the store, and contaced T-Moible Customer care. After explaining the situtation to Customer Care, they bent over backwards, to assist in resolving this challenge. They'll be sending me a replacement phone, overnight, with a return receipt for the recalled phone. It was resolved over the phone, in 10 minutes. Wow, amazing what a bit of customer service,and a can do attitude can accomplish, to support your customer base.
We will avoid the Flagstaff T-Mobile location, at all costs.
Customer Service 0 out of 5
Customer Wait 0 out of 5
Will you return: 0 out fo 5
Areas to improve: Instead of a Queue in the small confines of this Mall Location, how about a customer ticketing solution, "Now serving customer number 4." It was worse than the DMV.
Instead of having 4 people behind the counters, and only 2 techs working, how about speaking with the customers in line, understanding their needs. Such as the lady in front of us, who waited for 15 minutes, to return a $20 item. Really?
I'm a fan of T-Mobile, however I'm sorely disappointed with this locaiton. Will not be back. read more
