They don't even deserve 1 star…read more
When you spend **$1,200 on a cellphone**, you don't expect to constantly fight just to get basic service. Unfortunately, that's exactly what I've experienced with T-Mobile.
Since switching from Verizon, I've dealt with:
* Network outages.
* My phone randomly losing connection to the network.
* Mobile data completely stopping while calls and texts still worked.
* My phone repeatedly saying there was **no SIM installed**, even though it was using an eSIM.
I spent considerable time with T-Mobile Technical Support troubleshooting the issue. I want to give credit where it's due--**Tanner in Technical Support via phone was professional, patient, and thorough.** He genuinely tried to help. Unfortunately, after exhausting every troubleshooting step, the only solution they could offer was for me to visit a store and replace my eSIM with a physical SIM card.
That experience was even worse.
The staff at the **300 S. Highland Springs Ave., Suite 11-B, Banning, CA 92220 T-Mobile location** displayed some of the worst customer service I've ever encountered. They were unprofessional, disengaged, and seemed more interested in looking at their own phones than helping customers.
On one visit, a sales rep Michael actually said to me, **"What do you want me to tell you?"**
Seriously? That's how you speak to a customer who has already made multiple trips to your store because of problems with a phone and service they paid for?
Then I was told there was nothing they could do because they were **"not a corporate store."**
Here's my advice to T-Mobile:
If these authorized retailers can't provide the same level of service as corporate stores, then stop allowing them to represent your brand. To customers, they're T-Mobile. We don't know--or care--that they're independently owned. Their poor service reflects directly on your company.
Today's experience was the final straw.
After T-Mobile determined my phone needed to be replaced under warranty, I received a text message stating that my replacement phone had been **delivered to the Banning store and was ready for pickup.**
Great.
I drove **20 minutes** to the store only to walk in and have two employees sitting there on their phones. Neither acknowledged me for several minutes.
When someone finally asked if they could help, I explained I was there to pick up my replacement phone.
The first response I received was:
*"If you got the text after 5:30, we probably won't have time to transfer your data today."*
Interesting...because nowhere in the text message did it say that.
After inspecting my current phone to make sure it wasn't damaged, an employee disappeared into the back room for several minutes before returning to tell me...
**My replacement phone wasn't there.**
How is that even possible?
T-Mobile sent me a text saying it had been delivered and was ready for pickup.
Yet your own employees couldn't find it.
So now I've made my **third unnecessary trip** to this store, and I'm expected to come back **again tomorrow**, hoping the phone magically appears.
That's unacceptable.
Between the network problems, the eSIM issues, the lack of communication, and the incredibly poor customer service at this location, this has been one of the most frustrating customer experiences I've ever had.
**One piece of advice to anyone experiencing SIM card issues, mobile data problems, or network interruptions: don't waste your time going to this authorized retailer expecting technical support. They'll simply tell you they're not technicians and that you'll need to call T-Mobile Technical Support--where you may spend a long time on hold--or drive to a corporate T-Mobile store instead. That's what I should have done from the beginning. I only went to this location because it's close to my home and has the T-Mobile name on the building. I had no idea that, beyond selling phones, they offered virtually no technical support.**
The biggest disappointment?
I switched from Verizon because I thought I'd save money.
I'm **not saving any meaningful amount**, and unlike Verizon, where I rarely had service issues, I've had nothing but headaches with T-Mobile.
Looking back, switching carriers was a mistake.
T-Mobile has a lot of work to do--not only with network reliability, but with the quality and professionalism of the stores representing its name.
Based on my experience, I cannot recommend T-Mobile.
