T-Mobile

As mentioned in other reviews, I had the unique opportunity to visit and critique multiple cellular providers up and down York road in Baltimore County. T-​Mobile ranked last out of the three I visited.
The store location is easy to spot from the street and there is plenty of parking available. The store itself is beautiful and modern. Pink highlights kiss the white walls of their Apple-​ish vibe while the newest gadgets twinkle along shelved boundaries. All of the products are active for realtime experimentation, and they are buttressed by accessories aplenty.
Where the wheels fall off is with rocky customer service. From a product knowledge standpoint, they were seriously lacking. We tried to open a business account and no one was quite sure what to do. Once a meeting of the minds ensued, it was identified that all business accounts must flow through a dedicated B2B agent who wasn’t physically in the store. Is there a greater breakdown in retail than «A customer enters the store with a fistful of money proclaiming ‘Help me spend it’, to which the retailer replies ‘Maybe not today. Maybe never. Go away.’?»
The overall vibe from the three employees we met was less than professional. We were being helped by a newer employee who looked and sounded the part, but just needed seasoning. We give him a «pass.» His impromptu trainer was a sloppily dressed mumbler who never made eye contact with the customer as she tried to join in on providing a solution. Just weird.
No crazy adventure here. Short, sweet, unsatisfying. For T-​Mobile to improve this rating they need to train their employees on using soft skills for customer interaction, and change the flow of business accounts to secure in-​store transactions while the money is there. Ultimately, another carrier captured that business.