22 year Customer - REALLY BAD EXPERIENCE
I’ve been with Sprint - now T Mobile - for 22 years. The PRIMARY reason I’ve stuck with them for so long was because my UNLIMITED plan was a great bargain compared to others, and also bc I was eligible for a FREE UPGRADE every year (I lease my phone as part of my plan, so exchanged it…Year over year over year…). Their customer service has ALWAYS been fantastic. Until today. I went to the store located on Wisteria Drive in Germantown, MDtoday, and the “associate” was singing - out loud…loudly - to the music that was was playing and snapping her fingers and swaying back and forth, adding her own touch to the song and at one point, tapped the other associate on the arm and sang a line to her. WHILE SHE WAS TRYING TO ASSIST ME. Maybe that’s why she had to ask me 3 different times for my phone number. I guess it’s hard to pay attention to your customer when you’re really there for a party. I’m still not clear as to why I was getting looked at as if she was daring me to say something to her, and clearly feeling like this was her time that I was on, not mine. Then I was told that I wasn’t eligible for an upgrade and that there were no “promotions” available. Umm…what? I’m not here for a “promo”, I’m here for my regular upgrade (which I was eligible for back in November, btw). So I explained this to her and asked her if there was someone she could call. Yeah, no. That wasn’t happening. So I told her - as I was hitting #2, that I’d go ahead and take care of that for her. I then thanked her for the show she’d put on. Okay. By then I was pissed. So perhaps I was a bit snarky, however, she then proceeded to start - LOUDLY - saying “bye! Have a nice day! Bye!” to the point that everyone else in the store stopped to look. So, I sat in the parking lot and continued with my call to customer service. My new phone will be here by tomorrow and they threw in a bunch of other perks and discounts as an apology. I truly appreciate this. Here’s my issue: if you don’t want to be in a customer service position then don’t take one. This was THE poorest I’ve ever been treated as a paying customer. Period. Anywhere. I will NEVER go back to that location and quite honestly, will be spending the next 16 months of my new lease exploring other options. I’ve heard the complaints that other people have had and honestly, haven’t had a bad experience. Until now. I plan on escalating this because truly, my brief (yeah, I know) summary here doesn’t even BEGIN to describe the scenario. And let’s not even talk about the fact that this “associate” had an entire line up of merchandise sitting right there on the counter, which is right by the front door, to save her from having to go back to the stock room to pick up on an individual basis. If this is how T-Mobile is going to operate and conduct their business, no thanks.