Mike Leadbetter (I have his permission to name him) at T-Mobile in Newport provided EXCELLENT customer service to me. He was knowledgeable about his products and patiently worked to resolve my problems with my Orbic Magic from Tracfone. He transfered my old phone # to a new Samsung which took awhile because of Tracfone. The Orbic's screen had malfunctioned and was unreadable. He had the tools to allow his work computer's screen to function for the Orbic. He was just very nice and so helpful! It took a lot of time to deal with what would have been a faster switch if my Orbic wasn't broken and if I had access to my Google account. read more

I chose T-M as an ISP after issues trying to use two competitors for initial setup. I ordered the service online thru chat. I was quoted a certain price and offered a discount for auto pay. When I set up autopay, it offered another discount for using a debit card or bank account (or so I thought). I am a senior in OH and our ACP discount funding for internet and phone recently ran out. I was also offered a $200.00 virtual Mastercard for signing up. I just got my first bill and it was higher than I calculated. I called customer service which is a call center in the Phillipines. Very poor customer service as the first agent went to check for any promotions and the line disconnected. The second agent just kept repeating the same thing over and over and never tried to help me or keep me as a customer. I had researched the offers for their virtual cards and found many customers have trouble finding where to redeem the offer online. This agent was not familiar with the process and kept leaving the line to ask someone. I had tried to use the promotions site online and it would not process my info. I made this agent stay on the line to walk me thru. It took so long that the agent said he would call me back in an hour. I had already been on the phone for almost an hour, it was late, so I declined and ended the call. The same agent called back in five minutes with a code to use to process the promotion. I finally got it processed. BUT it states it would take up to TEN weeks to receive an email on how to use the virtual card. The agent agreed with me that this was not a good process and no way to treat a new customer. The dilemma here is I have only ten more days to disconnect service without penalty, but not sure if I will ever get that $200.00 virtual card which I understand can be used toward my bill. I also have to be a customer for a certain length of time to use it toward my bill. T-M, this is no way to treat your customers by making them go thru hoops and hurdles as you dangle discounts and promotions in front of their face. Be aware as you choose your next ISP or phone provider that all is not open or transparent as you are mumbled a lot of info by a person just trying to buy you in. You will later be told that you misunderstood and apologized to over and over by a customer service agent who you cannot understand. read more

I was reluctant to even consider switching phone plans from Cricket to T-Mobile. I wasn't sure if I'd be able to afford any of the options to be honest. Josh was my customer service representative the day of my switch. He made everything effortless and is absolutely charming. Each time I return to T-Mobile, whether it's for something as simple as a screen protector replacement, or just to pop-in and ask a question regarding my plan or possible upgrades, Josh is always who I'm looking for. The most personable customer service representative I've ever met! If you're at T-Mobile, for anything, make sure you work with Josh! read more

Honestly think this company is great . I've been coming here for years and even when I switch I always go back

Desperately needing a new phone, walked into the store to see what was in stock on 7/20/20. To my surprise they had OPTIONS! During these Covid times, it's been frustrating to find that so many things are either out of stock or on back order when you need it most. Store associate Daniel was so sweet and helpful. When I asked just for the basic black iPhone 11, he came back with the black and the purple to show me how pretty the color was. So of course I went for the purple! The whole time he was helping me, there was a crazy customer in the store literally screaming and cussing on the phone and treating the other store associate like trash because he wasn't getting service at his house LOL. I hate when people take their frustrations out on the people that are only trying to help. I cannot believe how professional the t mobile team reacted to that kind of disgusting behavior from a customer. When the disgruntled customer finally left, store associate Anthony walked over to me and helped finish setting up my phone and acted like he completely forgot that he was just put through hell by some crazy person. So professional !!! Overall, love this store and the employees that work at this store, was in and out in a flash too ! Thanks guys @ t mobile, I love my phone ! read more

I had a software issue with my iPhone and after taking it to Apple twice with no solution, I stopped in this T-Mobile. The entire staff was awesome, very friendly and knowledgeable. Nicole worked on my phone all day, even after I had left, and personally took my phone home with her to work on it there (I was using an old phone at this point). She called apple support herself and opened a case for me, which is way above and beyond what she had to do!! She is incredibly dedicated to her job, followed up with me days after it was resolved, and not to mention HILARIOUS. She tried every solution she could possibly think of for me. I even bought her a gift card for her help, that's how impressionable she was. I actually wish my phone would break more often just so I can see these awesome people. 10/10 experience!!! read more

I had to go to this particular T-Mobile twice in one day. The first salesperson was slightly condescending, though I will give him credit for attempting to be helpful. The second salesperson was a bit more disinterested in general but decidedly more attentive to what my specific needs were. At the end of the day, I got what I needed and I guess that's enough. read more