The customer service is so inconsistent at this store. Several months ago we were helped by the nicest staff member resulting in an experience good enough to remember (I think his name was Manuel). Yesterday- the opposite, and the worst experience at a T-Mobile yet. Sadly, I think both the gentleman that was trying to tend to us and the manager himself were unaware of their racial biases. If a customer comes in upset because your company's product failed, regardless of their race, the least you can do is show some empathy and offer solutions. Instead, it felt like the representative and the manager were very dismissive and did not care at all that their customer was unhappy with their service. They never even attempted to try to understand why their customer was unhappy. If they had listened for one minute, they would have understood that the customer was unhappy with T Mobile's policies and norms, but instead they were immediately defensive and acted like they were being personally attacked. If you cared about the company that employs you, as well as the customer, you'd listen to your customers feedback/frustration and let them know that you'll deliver the message about their bad experience back to upper management. It's very basic and routine managerial norms. Unfortunately, it seems like this manager is far from understanding that concept and thus unqualified for his job.
I also can't believe that in 2024 the best T Mobile can do to replace a phone that is still under warranty is a 4 day turnaround - I remember being shocked by this a decade ago, yet here we still are. How is anyone okay with this? We rely on our phones daily and you make people wait several days to receive a replacement? I seriously doubt that anyone who works at T Mobile would be okay with that if they were the customer. Too bad mobile phone companies are pretty much all the same and have us all wrapped around their corporate conglomerate finger because we need phones. What a racket. Extremely disappointing.
