Complaint Review: Tmoblie - Smyrna Delaware

My T-mobile experience with getting new service. I'm on day 8, still dealing with horrible service from the Smyrna Delaware store. I went in the store to switch service from Verizon to save money. Day one- I was told I would be able to bring my devices over, I would get free Netflix, two free lines, they would pay my device off. The insurance will be 7-10 dollars (did not know exactly how much). We all know verbal conversations these days with nothing in writing is scary. The store manager Britney told me that I would also get 20 off with auto debit. I needed to swipe my card, I have nothing that shows me what I will be billed...I purchased a Motorola device that I was told was similar to what I was using (not the case) the phone didn't work that great. They never helped me switch my contacts or set up the new device.

After I called tech support I manually programmed my phone while on hold for over an hour. DAY two- the phone was horrible.I took it back they told me I had to pay a return free. I explained the issues they agreed it was defective. I decided to just use my Moto from Verizon. I left the store my phone has zero service in my home or areas around me. Day three- I was advised to come back to the store and get a router so my phone can work in my home 25.00. My phone still does not work... I log on to my account, nor me or my husband are authorized on the account to sign up for the free Netflix. After I hold for one hour I was told it was done...Day four- I went back into the store to have them fix the account so we have someone listed on my own account (2 hours later). Day five-phone still doesn't work, after a week of trouble shooting we find out during my trade in, that my phone is not compatible with the bands. I'm a customer I don't know that, you're the provider you should of told me that from the first visit, and I would of walked out. I traded in my phone, buy one gift one. The phone I wanted is not part of the promo, Customer service is telling me it is. I called customer service they say they will give me 80 credit they are sorry etc. Im ready to go back to Verzon at this point..I ask to come get my phone (Jake verified it was there and they will keep it). The regional manager stated that they will give me a credit on the account, swap the phone for the one I want, to come back the next day... I asked how long the credit will be in place for... to come in to talk, they told me to come back the next day.

I called the Dover store n talked to Brad hes been great trying to help me. My bill was way more than expected! Day six- I call customer service they placed me on hold and talk to the Smyrna store manager. They told me I should of went online or to the Corp store. They lied to me about everything my bill, the promo, they mailed my phone back! Now my daughters device isn't getting good service. Please do not go here!!!!!! Go to the Dover location. They will say anything to get your business nothing is set in stone it's all verbal conversations! This this short story! When it's too good to be true, it is! I do not recommend this place, and I'm terrified to get my bill. They have not kept their word on anything! I wish I never walked into the store, the money I have spent and the amount of time is unreal. I called the store once more to plead with Brittey about the credits they promised, to make notes on my account about getting out of the red promo she promised...She refused to make a simple note. I recorded all the calls with all the lies she told me thankfully! I hope when I play them to the corporate office!