I had been without phone service for nearly 3 weeks due to theft while out of the country on vacation. I had purchased a phone out of country and was assured that it would be compatible with my US carrier. It was a less expensive phone, but still several hundred dollars and I did have insurance on the stolen phone. I was in the store on the day of my return from 3p, left and returned about a half hour later with needed info and in that time, Eugene was waiting on a new customer. He pushed me off to another rep who was trying to be helpful and though I was one of the first in line, I agreed to let him go back and forth between customers that had entered the store behind me. In that time, while in store, I filed a stolen phone claim, paid the deductible for replacement online, called online support for answers/service they weren't able to give me, still with no resolution and asked for a new SIM card to be put in the phone I'd purchased out of country. In short, 6p closing time the alternate rep left and Eugene started the process of attempting to get my alternate phone working by putting the requested SIM card in it. He could not get it to work, insisting that I need to buy a new phone and since his store was now closing, I would have to go to another store...to buy a new phone if I wanted the service I needed for the next days while waiting for my replacement one to ship. He insisted he'd been helping me all day - NOT AT ALL! - and had exhausted his resources, telling me it was my "situation" (essentially, not his problem). He also insulted me and made a false claim about a statement my family member made when she'd called in during my short absence back home to retrieve information. He had not even told me she'd called back. I had been patient. Did not cause a scene while other customers were being waited on, just went about my business trying to get myself back in businsess.At the time he was pushing me out of the store, I might have told him he was "jerk" and he threatened to call the police to evict me from the store!! I was ready to swear off T-Mobile and go with a new carrier.
Next morning, I was bright and early at the Sunset Hills store for a coinciding internet issue that had me on the phone with T-Mobile until nearly midnight after leaving the Ellisvsille store. At Sunset Hills I worked with Brian. In less than 15 minutes he had my internet issue resolved AND a working SIM card in my alternate phone. He indicated that Eugene has used the wrong SIM card and had not even registered my account. Brian at the Sunset Hills store gets 5 stars. I wanted to hug him and told him so. He was respectful and knowledgeable. Because of his service, I MAY stay with T-Mobile a bit longer. read more
