I am a new customer to Tmobile and was told if I didn't like the phone I am buying, I could exchange it within 30 days. I called the store several times trying to speak with the salesperson who helped me originally but a) he didn't return my call when I left a message b) the days they said he'd be working I called or went down there and his sched was different than I was told on the phone. My last call on 4/17 I spoke with Vince telling him I was running out of time to exchange the phone & couldn't connect with Justin to help me. He told me any other salesperson could take care of it and if I was within 30-35 days they would honor the time frame to exchange the phone. I went in on Sat 4/20 to exchange my phone but the computers were down and they said to come back in a little while. I did several times. Finally they took my phone number and told me they would call when they were up & running again. As of yet (4/23) I have not received that call. However I did go to the store Mon 4/22 and attempted to exchange my phone when they told me they would not honor their word. Not only would they not exchange the phone for the phone I wanted but I have to pay to have this phone replaced because it is defective and I'm past the 30 days. The assistant mgr dismissed the fact I tried to do this prior to my 30 days expiring but could not due to their computers being down.
I would have expected this lack of customer service from Verizon, who I just left to try Tmobile and am very disappointed.
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