T-Mobile

Typical Brighton Beach level of service , i.e HORRIBLE.
WORST Customer Service!
If you can, you better of to go to other location or call customer service number 611.
People in this store don't care about anything except their BONUSES which they get from selling you covers for new phones. Managers think they are Gods here and act like they own this store.
This store is shame for T-Mobile!

Customer service in this location is very bad. They make up stories and managers back it. They don't care about you, your experience or anything else. In my opinion there is no proper management & oversight of staff. It's a numbering game and that's what they care about. Ones your signature is on paper, you are no one to them.

the place is great but the problem their is the sales rep they good but the looking to make money not help the customers i mean the all young Russian guys which tough to deal with all they target is to hit and run which is terrible don't go their because u going to be their for minimum 1 hour waiting plus u going to get ripped so think good before u enter that place

Good reps but soooo slowww

So I have a HTC One M7 and I've been part of the JUMP program for over a year. I I've been with T-Mobile for over 5 years and wanted to update to the Note 4 which was released today. I've had a tiny crack on my HTC's camera since the second week of owning it, I looked online and saw that this was a pretty common defect. Knowing that this might be an issue when upgrading with JUMP I went to the T-Mobile store 2 days ago to ask the sales rep if I would need to have it fixed.

The woman sales rep told me that as long as it turned on, had no water damage and no cracks on the front that they will make the exchange. I told her about my camera's crack and gave her my phone to see it for herself. She said the camera works and that it would be fine. She even asked her Co-Worker to reassure me it would be fine. Before leaving I even joke with them about not wanting them to turn me away on Friday, we laugh and I leave.

I go in today. I see the same sales rep in the back of the store and I wave to her, she waves back. I go to one of the Reps behind a counter and he looks at my phone and says they can't accept it because of the crack. I try to explain how another rep just told me this would be fine two days ago and she examined it herself. I identified her and he went in the back room to speak with her. He came out alone a minute later and said that she doesn't recall the conversation and I ask to talk with her.

Instead her manager comes out and repeated that they can't take the phone but they can charge me a $175 insurance fee to get it fixed. I said that's specifically why I can in before and was reassured this wouldn't happen they say they can't do anything else for me.

The issues is not that I don't want to get it repaired. I'm willing to do the repair myself. The Replacement part is much cheaper than getting it fixed via insurance. I'm upset on the fact that they "forgot" and wouldn't acknowledge it or work with me. The reps shouldn't be allowed to "forget" things they want to go away, their job is to assist and inform (which MANY do well).

I don't want to sound "snotty" but I've been a long time, good standing customer. I never had a problem before and recommend others to T-Mobile all the time. This particular store and reps really skewed my view on Tmobile based on how they handled it.

Let me clarify I have no problem that my phone needed repairs. I have a problem that when I asked about it, they inspected it, and assured me all is well. Then two days later they don't remember. I doubt this happens all the time but this particular store ruined T-Mobile for me.