I recently made the switch from AT&T to T-Mobile. I moved / consolidated 4 voice lines and 1 WiFi internet line. How was the experience? It started off great! Our in-store rep was knowledgeable, experienced, and personable; frankly, fantastic. The pricing was enticingly competitive, the switch process was easy, the equipment is good, and the product service (cellular and internet) is acceptable. So, what's not to like? EVERY MONTH so far (Jan, Feb, Mar, Apr), there have been errors with my billing. Company contacts have been pleasant and helpful while working to resolve issues (still not finalized). Promo credits were incorrectly assigned, consequently denied, then updated repeatedly for approvals. We are 4 months into our service, and only 1 of 4 promos have been approved. They were supposed to take 6-8 weeks. I have spent hours each month to review billing to catch errors. I have visited a corporate store (where origination took place) on 3 occasions, and have used the T-Mobile app to engage customer service on multiple occasions. I just cannot understand how/why the customer support model seems so dysfunctional. Honestly, they are making me wonder if I should pay more to another carrier to get monthly invoicing to be correct without intervention. read more

I recently had the occasion to have to visit the local T-Mobile store in Park City Pennsylvania. I came into the store after over a year which prior to that time I had nothing but extreme problems with T-Mobile's online customer care and corporate executive customer response team. I am glad to say that the store in Park City still upholds the high standards that it showed me from my first visit until present. I would like to personally think Robert the manager for his leadership in the store that leads to the excellent service. The young man that I dealt with two times in the past week here on two different situations was extremely helpful polite courteous and knowledgeable especially considering the last task I needed him to help me with was to transfer photos for my very old phone Jeremiah newer phone. I hope I got the name right I'm very bad with names but if I remember right it was George. I would highly recommend the store because of the level of professionality exhibited by the staff and the management and their personal interactions with the customer that makes the customer feel like what T-Mobile wants to claim that they are one of their family. read more

Kudos to Eric for listening to my concerns and fixing what others have failed...and all for the price of a $31 memory card! After having had a VERY BAD experience at the Granite Run location (more then once!) I was hesitant to try to find help for my problem. So hesitant in fact that I let it go on and on for months, that's how much I hate technology and dealing with cell phone salesmen! But enough was enough and it got to the point where my phone was at times useless. Eric listened to my concerns, did not once try to talk me into another phone, and in my opinion went above and beyond his job duties to make sure my phone was cleaned up, operational and that my present and future needs would be met. The only negative I can say and this is true of any cell phone provider is it's kinda of a free for all - who's in line? Who's browsing? Where am I in the scheme of things to get service? A deli pull a number system would go a long way in this industry. read more