We switched our plan from Sprint to T-mobile last August. It took 4 visits to a store to complete this process with new hoops to jump through each time. Since then we have visited 2 other stores and called Customer Service several times to get the package and plans that were promised to us.
Today we decided to visit a new store, when we arrived we were greeted and told that our wait would be 45 - 60 minutes, we accepted and signed up for a phone call when it was our turn. We then walked around the mall but we received a text message stating our wait time would be 94 minutes, WTF were we lied to or does T-mobile have a communication problem?
Approximately 40 minutes later (well done) we received a phone call saying it was our turn to be seen. We made our way to the store and began discussing option for upgrades (we have 6 lines). The 1st 3 phones we looked at were not available in store and were no longer available to order. Why have them displayed if you can't get them?
We were looking at other options when another family walked in, the person helping us went to check them in and explain the wait but ended up having a 5 minute conversation with them about their options. While our salesman was still helping the new arrivals and ignoring us the 2nd person at the store called me to let me know it was now my turn in line (no communication seems to be the theme). I responded with "We were being helped but I guess someone more important walked in." The 2nd salesman then proceeds to walk past us and also help the new family.
We waited about another minute but it became apparent that our business was not wanted so we decided to leave. The person who was helping us looked me right in the eyes, said nothing and went back to the new family.
I paused at the door because i couldn't believe this was happening, I held the door open for the family that was more important than us, the salesman who was helping us looked at me again and then began talking to a woman who had just walked in.
At this point we left and went to the Verizon store right next door, the gentleman there was extremely helpful, he let us know what was available to us if we do decide to switch, he gave us business card, and told us where we could find more information for new customers.
I was really happy when T-mobile bought Sprint but honestly the Customer Service and the desire to maintain a relationship with existing customers has dropped drastically.
If you ae thinking about visiting this store may I suggest you just head into the Verizon store right next door instead. read more
