Got T-Mobile Fiber installed in my house about 4 weeks ago, but the job is not finished until they bury the cable outside, too. They have lied to me twice so far regarding when the fiber cable would be buried. Not good to lie to a new customer, and even worse to lie twice! read more

Improve customer care and stop being condescending build trust with customer and stop focusing on upselling. I left feeling like John completely lied to me because I did not want to cancel my existing internet account to activate a new one. I have zero trust in this store. read more

Avoid T mobile at all cost or it will cost you thousands of dollars. I got a flyer from T mobile in Jan to join their founders fiber internet in the area and have my price locked in for 10yrs. I signed up and they sent a technician out to install the internet. When he i arrived i expressly told him to not drill a new hole but use the existing one for the internet cable as the siding is old and will be prone to crack in the cold weather. The technician agreed and went out side but to my surprise I instantly heard drilling. Upset but willing to let it go i waited for him to return and asked him if everything went okay which he said yes. After he left i went outside to check on it and found that my siding had about a 2-3 inch crack where he drilled the new whole. I called T-mobile ever 3-4 days for 3 weeks to constantly be told they are submitting a ticket and someone will call me in 2-3 business days which the never did. It was clear after the 5 or 6 time trying to get T mobile to respond to this damages they were doing nothing and just hoping i go away. So I filed a complaint with the BBB which finally got them to respond and they tried to claim they have no responsibility as the technician was a contractor and i have to purse him. I obviously rejected that because it was T-mobile who hired the contractor and I have a contract with T-mobile to provide services not some random contractor i have no information on. They finally called me when they realized i wasn't going away and got metronet involved as they informed me metronet handles the installation T mobile handles the servicing. so this is outsourced to metronet who outsources it to contractors. I had many siding inspect the damages and despite the small amount of damages they advise due to the age that the entire siding on the room with the damages be replaced due to repair jobs would not be warranty because they couldnt guarantee a repair on old siding would last. Metronet refused this and instead found a local siding company who would do the job and metronet said they would warranty the area. Sounds great FINALLLY it would be fixed and if the repair failed metronet would take care of it. except when it was time for the funds to be released to start the repair job metronet sent me a contract to sign okay sure i guess? i read the contract and i had to agree release metronet from any liability or damages caused from the damage to the siding even unknown and future damages. it also stated that any agreements out side the contract are not valid. so this essentially mean the promised warranty by metronet would be invalid as it would be an agreement outside the contract and would be unknown damages. So metronet/tmobile was just openly lying knowing they would never warranty this because they know this repair job will not last. also if water damaged resulted be cause of this crack siding or repair failing it would be on me to cover it. So PLEASE AVOID THIS COMPANY they openly admit to vandalizing your stuff and do every shady trick to avoid accountability. read more

I just want to start off by saying that I'm not super tech savvy and have had the same wireless company for 11 years and the same phone for the last 6. I decided to give T-mobile a chance after being very unhappy with Verizon's coverage and their not really "unlimited" data they offer. I went in today after getting my new phone in the mail so I could have some help activating it. The atmosphere was calming and pleasant. I was promptly greeted upon walking in and I had my toddler with me. Not only was I helped with everything I needed quickly but the customer service was absolutely wonderful. I'm awful with names and I'm so bummed I don't remember because she was so wonderful not just with me but with my daughter as well. I think her name was Evette? In any case she was wonderful and would highly recommend her as well as Jose who is the store manager. They both really took time to answer all my questions... and never once made me feel stupid for asking them. They made sure I didn't leave with anything unanswered. I left feeling so good about my choice to switch wireless companies. I couldn't recommend this location enough. read more

Be careful which employee you ask for help. I would stay away from the tall, bald guy that's always chewing gum. In the two attempts I went into the store, not only were my issues not resolved, but he would constantly talk over me, he was dismissive to my inquiries, and had a poor disposition. I would not recommend this store to anyone that actually needs assistance. read more

I have been going to Andy T for over 10 years! He is absolutely the best and he truly shows that he likes what he does and is so great at it! He is so very honest and patient and is always always there to help me I highly recommend Andy !! read more

Was dealing with a billing issue with sprint for close to a year... Heidi and Roxxy were very helpful. Heidi contacts support for me and got the problem handled promptly. Very helpful in store with Sim card installs and updates. read more

Awful service. Might be good for new customers. If you are an existing customer, the answer to every question will be to call customer service. So, if you have any questions or concerns about your account, do not go to this store. read more

an hour ago I want to start this off as my boyfriend and I are sales people. We understand commission and that's why him and I decided to wait for James at this location. We went on Friday to get myself the new iPhone and transfer my number to his account. There was a promotion that if I traded in my iPhone 7plus then I would get the iPhone 11 free and my bill would be $45 a month. Sounded great because I was paying $100 a month with Verizon. I paid $30 for the line but decided to go in the next day to get my new phone. I was under the understanding that the $30 was a way of myself locking in the promotion. Well I was wrong. I went back the next day and waited 35 minutes to work with James and he kept telling me it will only be a few minutes...2 hours later he was working with me and another couple. James nonchalantly said that the promotion that was going on yesterday had ended and they had no idea that this was happening it was a corporate decision. My phone line would be $85 not $45. Feeling trapped into the whole agreement. I reluctantly agreed. Thinking about it I talk to the sales manager just to get clarification on how the promotion suddenly ends and the sales reps have no idea, he was uninterested in what I had to say and brushing me off he said to tell James that he would apply a $50 credit to our billing account. Clearly he was getting some exciting texts because he was not making eye contact to me just looking at his phone. James was not helpful when it came to my transfer of phone number and did not tell me that I had to put the Sim card into my new phone. Rookie mistake. After two days of text messages coming from my email I went to a different store to get some answers and help.I was told by the new rep at a different location that the promotion never actually ended. Also the insurance on my phone wasn't actually on my phone so I was paying $85 a month for just the iPhone. After being so accommodating to James and waiting I feel ripped off and disappointed in the lack of communication and empathy the store manager and James showed I will not be returning to the Oswego store. read more

My boyfriend has been looking to upgrade his phone for months finally decided to do it. We visited the Oswego location and we're greeted immediately. The store was fairly busy so we were put on a wait list. We only waited about 15 minutes until James came up to us and asked us how he could help us. My boyfriend explained his phone situation and immediately James asked questions about features my boyfriend would like, what kind of phone he was interested in and gave his own recommendations. He was helpful and knowledgeable about all the products and didn't act like "a sales person" just trying to make as much off of us as he could. He genuinely cared about our visit and didn't rush us at all. He even gave us his business card and made sure we were satisfied before we ended our visit. I would highly recommend visiting James for any of your T Mobile needs. read more

My wife has been with t mobile for over ten years. We decided to go a family plan with my daughter-in-law from another provider. We requested to get the phone unlocked and they would not do it over the phone when my son just had his code given to him over the phone. They said they would email the code within 24-48 hours. Well, they denied the unlock code because my wife still owes on another phone that she is making payments on and plans to continue to make payments. Excuse my language , but that's bullshit. T mobile has just lost a good customer and probably many more. Good job t mobile. By the way this is not directed to any certain store just t mobile period. read more

Make sure if you stop here to ask for Rob or Brandon! They were extremely helpful with the entire process. Obviously, it's a tedious and time-consuming thing to open lines, get new phones, etc. but that's because they're working to make sure you know all of your options so you just have to be patient. While waiting to work everything out Rob did a great job of keeping us informed of what was going on and striking conversation. Even after we were done he made sure to help get my number transferred remotely since I did not have all the correct information with me. If I need anything in the future I will make sure to come to the Oswego store and make sure my friends and family do as well! read more

The worst customer service ever! The manager name is Antwon, which I don't know how he became a manager. He is very disrespectful and talks down to women! I signed up for service with Brandon and was told a tablet was "free." However I was NEVER asked if I wanted the tablet, he just assumed the sale. Then the tablet is an old android and DOES not work. When I called customer service that provided me with a $10 service fee I have to pay every month. So much for a free tablet. Now I can't return this tablet as it is passed the 14 days. Be aware going in this store and signing up. They do not care about customer service at all, as long as they sign you up and get your money. This store manager deserves to be fired the way he talked down to me and mistreated me as a woman! read more

I went here the other day with the sales rep Brandon to upgrade my phone. I was then told about a tablet promotion that was being offered and we were excited that we could take advantage of this! Normally, we would pay about $17 a month for this tablet but with the promotion we only had to pay the service of $10 a month. This came in great timing because we just got our free Netflix account with T-Mobile also! The tablet isn't the fastest thing in the world but who can beat free? I would recommend anyone go see Brandon because he made us feel comfortable when we were hesitant and explained everything quite well! read more

Only giving one star because I went in when they had the promo of but one phone get one free.WHAT A JOKE!!! Here they never explained anything!! I ended up giving up my phones from Verizon to go to tmobile and ended up with TWO cell phone bills!! The rep. Never explained all the "fine print"...I've been back n forth with customers service from t mobile and needless to say I should have stayed with my "previous" cell phone carrier...at least they explained EVERYTHING!!! Tmobile reps here suck at their work all they are worried is their commission read more

The worst store anyone can go into. They robbed us blind. We switched to T-Mobile because of the offers of binging data, little did we know the trouble that cost us. We left Verizon and now have $1500 debt with Verizon and we are getting collection agency calls about the money we "owe" T-Mobile. We simply just want what is refunded for three iPhone 6s we traded. The store manager here has no concern for customers because we've been told he goes on vacations frequently. Maybe he just doesn't want to see us but I promise this won't be the last this store hears from my husband and I. We will go through all media to get this to be heard and solved. Again horrible service and theft coming from this store. Save yourself the trouble! read more

Always a long wait. Reps seem uninterested in helping customers waiting. I'd rather pay more on a different network if this is the level of service I can expect. read more