T-Mobile, Marietta OH

T-Mobile has the worst customer support I have ever experienced. They also never fix anything and talk to you in circles, so you give up on fixing the problem that you presented them and leave them alone (In this store or over the phone customer support). About a year ago I was looking to buy a house in the Belpre/Marietta area that had no cell service with AT&T or Verizon, or Internet service of any kind. I researched and checked to find out that there was a T-Mobile tower, so nearby and went to this store to see if I could get service at that house for Internet and cell service. If the house I was planning on buying didn’t have cell service or Internet, then I cannot work from home (which is required for my on call job). They had great 5G service at this house so I switch cell phone providers and got the 5G home Internet for home business, Which gave me closure to comfortably close on this house. The Internet worked great for six months of living here and working from the house, then around January in February we had a windstorm that messed up the cell tower near my house. This messed up all cell service so that all my phone calls are unintelligible beyond usefulness, home Internet has dropped down to an abysmal sub-Megabit per second. I got hold of T-Mobile customer support and they told me that it was a cell tower issue and had alerted an engineer to fix the tower; that was eight months ago. I have begged and pleaded with the T-Mobile business customer support over the phone and the customer support inside this store for eight months now, and all they can tell me is that it's going to be fixed soon with no ETA. It is impossible to work from home now and I can’t fix any afterhours issues for my job without driving all the way to the offices at my company. Now, with the recent visits to the store and calling T-Mobile Business customer service, they literally told me they don't know what to do with the people complaining about it and that they understand if I switch cell service, which is impossible because I bought the house because they were the only ones that had the service to begin with. I have never seen such incompetent customer support in my entire life, and a company that cares so little for their customers, they're not willing to fix the service that they promised them to begin with when it is their maintenance problem to begin with. Do I need to fork out my own money to hire someone to fix T-Mobile’s infrastructure, so that I can use the service I pay for? I'm at my wits end. I can't just change service (that doesn't exist) after pulling out a mortgage on a house that has no options other than T-Mobile fixing THEIR Tower, I'm probably going to have to get the news involved before they actually, pretend to CARE!

Update: After trying their advice and trying to switch service (not that i would get any service at home after switching anyway), they told me i would have to pay over $1000 to cancel the service they stopped providing me. What a big (eff) you. To tell me I would have to pay money to cancel my contract early because I'm not fulfilling my end of the contract, when they literately stopped providing me promised service over half a year ago, is pure EVIL. If you call or talk to these reps, in store or call service line, they all point the finger elsewhere. They represent T-Mobile, as the customer, it is there job to get things solved for us. Saying their default catchphrase, "There's nothing we can do", is unacceptable for any customer service. They are lazy liars, period. After getting in a yelling match with the representative, on the way out, he mocked me, yelling, "Enjoy AT&T, buddy! "

T mobile is by far the worst choice for a phone service provider I could have ever made. Not only did the 100 percent misrepresent their service, coverage area, promotional offer, and their willingness to help. They actually stole my moto flip after trucking me into put my sim card from another line on the same contract into the flip. Once that was done I was informed while still on the line with a rep from customer service that the insurance on the flip would now be void and they are unable to proceed with the insurance replacement that we where in the process of doing. Then kept the flip to warranty replace it instead only to never be able to get it approved. They claim they don't have the flip and that I must have it even tho the cameras show me handing it to their representative and then leaving the store. The sales rep was nodding out at the register the other lady told my father he would be better off fixing the issue himself because they are gonna do the same thing she told him to do. What a mockery and fraud. Many promises to rectify this situation no matter what but those are empty meaningless promises that are meant to make you feel good enough to stop bugging them or to wait a while to find out they lied. How they still have satisfied customers at all is beyond me completely. Beware of your choice in carriers. Now they want me to pay nearly 6000$ for a phone they never gave back on a contract they canceled early on a promotion for a free phone. They are crooks thru and thru and they have no soul.

Went today and set up service with Bri.she was friendly, fast and very knowledgeable. She had me up and calling in just a short time so ask for Bri.

The Manager answered ALL of our questions with well informed answers. Helped us save ALOT of $.

Nothing against the store, just wanted to let people know that live out in Barlow Vincent Fleming Belpre area, that T-Mobile is not the way to go right now, phone calls are choppy at best out here right now, been this way since the end of January 2023, experiencing massive amounts of Packet loss.

Sammi the store manager and Rae did a amazing job, when i decided to upgrade my phones. Sammi saved me money and explained everything to me, stayed after closing time to make sure me and my son was taken care of.awesome bunch of ladies!

I could write a book, but I will try to keep this semi short. Marietta Ohio 45750 store employees that I have dealt with Bri (Love the hair) she is super sweet and although she is new and learning she was so quick to offer any assistance to help make my wait easier. Marc and all his tech skills is no match for a broken phone or a customer who is computer dumb. He was amazing in everything he did all the times I was in there to fix problems that came up. StephiKay first off love the energy you put off! While I was there I watched her help other staff members to complete things in a timely manner despite all the issues the store and employees had to deal with, with power outages. Lastly Sammi all the work and effort you put forth the try to rectify a situation that T mobile policy changes caused with me trying to get a replacement phone was amazing. Although the situation took longer than expected you worked so hard to try to make things go easier for me is what I recall the most about you and your team. The entire team there did everything to make me feel comfortable since I spent many hours with you all total! All around even though I was without a proper working phone for about a week Sammi, Marc, StephiKay, Bri, and one more employee who I never actually dealt with but she was super sweet to everyone she came in contact with, you are the ONLY reasons that my family and I are still T-Mobile carriers. I hope that I brought you and your teams laughs along the way like you all did me! LET'S GO SPARTA!