On January 23, 2023, my daughter and I went into the T-Mobile at 344 Russell St, Hadley, MA 01035, and spoke to the manager, Kristian. I told him that we wanted to get my daughter's phone working. He started telling me that because we had been Sprint customers, we were not actually on the T-Mobile network. I said, "OK, but how do we get my daughter's phone to work reliably."
Kristian said, "Sir, if you would let me explain."
He then lectured me about the challenges of a corporate merger, making a point of telling me that Sprint had not actually "merged" with Sprint; they were still two different companies.
I said, "OK, but how do we get my daughter's phone working?"
Kristian said, "Sir, you keep interrupting me."
That was the dynamic -- Kristian's sole focus was on deflecting responsibility. Every time I tried to redirect the conversation back to fixing our problem, Kristian got increasingly irritated and said, "Sir, you keep interrupting me," "Sir, if you would let me finish," or "Sir, let me talk." He finally said, "Sir, if you are going to keep interrupting me, then you should leave." Kristian had no interest in actually listening to us; he needed to dominate the conversation, and he became offended when we kept trying to talk about our problem with the phone service.
We have called customer service several times, amounting to four or five hours, and T-Mobile's corporate response has been silence. Every phone call to customer service has ended with a promise that I would get a followup phone call or email. No call or email ever came.
Kristian's behavior in the store does not seem to be an aberration; it is just a more abusive example of T-Mobile's apparent customer support strategy of "Do Nothing." read more
