T-Mobile

It really saddens me to write an update like this. I went in this evening because I’ve been having trouble with my phone ever since there was an Android update 2 days ago. Since it went into effect, my phone fights powering on. If it DOES power on, it doesn’t stay on for long. Essentially it’s become absolutely useless.
I looked up on line how to do a hard re-​boot, but the phone wouldn’t get to the code screen. It was being obstinate and simply refused. It would come up to the actual usage screen, but then in a short matter of time. go away once more. It was frustrating to say the least. In the past, I’ve been able to go to the stores and one of the people working there either knew of a fix or knew someone who could help me. NOT TONIGHT.
I walked in at 8pm, an hour before closing, and got Shae, a bespectacled, pinup banged young lady with a very blasè attitude. «How may I help you» she asked as we looked around. So I came over to where she was. As I settled into what was wrong, I explained the situation, that I –COULD NOT– get to the hard re-​boot screen, and I needed help because of the issue with the recent update. She was NOT actively listening.
She took the phone, turned it over in her hand, looked at it as if it were a piece of offal and then set it on the counter, she asked my name, asked for my phone number and ID to make sure that it cleared and then she scanned my account. «Well You don’t have insurance on the phone.» Ok. what? I’ve had insurance on the phones — all of them since I’ve been with T-​mobile. I also had just been here recently to check on something and KNEW that I had insurance, so when I was told this, I took exception. «I pay for it.» So she looked deeper. «You have it on XXXX, But not this number.» Uh huh. My husband came over to find out what she was saying. He got a touch heated, «So what your saying is that We don’t have insurance on the phone, even though I know we pay for it?» She looked at him and said, «That’s not what I said.» (Actually it is just what you said.) And so she looked a little deeper and Guess what? We have insurance on ALL THREE LINES!
«Well, your choice is you can Pay off the phone or you can invoke the insurance but your deductible is $ 175.» Wait, wait wait. You’re expecting me to pay off a phone that’s busted due to NO FAULT Of my own, due to a softwear push? «Well, there’s nothing that I can do, I’m not allowed to take back phones that aren’t in working order.» I didn’t ask once to have the phone taken back. I had asked for HELP. To see if they could get the phone back to the hard reset screen. This is when she told me what she «thought» she heard. Clearly the girl didn’t care, didn’t want to know how she could truly help.
She simply wanted us out of there. She had the flat, monotone tone of boredom. We weren’t buying anything and all we were doing was taking up her time now, and clearly, she’d screwed up, and she wasn’t going to take any responsibility for it. There was no apology for the misinformation. No, «I’m sorry, I read that wrong.» Only an «I’m just reading what I see on your profile.» Really? I suggest a remedial reading course.
So now, I have a conundrum: I have a phone, with a $ 400.00 balance. I can pay it off. I can invoke my insurance (Though I’m not sure why, since NOTHING I DID effected the phone) and get a new one. OR I can call the customer service in the morning and talk with them to see what will happen. Since frankly, I’m a little underwhelmed by the level of non «Customer service» I’ve received. Do I want to continue this 10 year+ relationship? In the past they’ve done right, but this one employee has put a dark coloration over my eyes. I know that this branch won’t see much of me from now on. I don’t trust the competency of their employees.

Bad signal & customer service!
I’ve been with AT&T for over ten years and thought it could be the time to try another carrier. My sister & I decided to join with our other family members into their family plan. At my office building usually I received 4 to 5 signal bars with AT&T, now I constantly received 1 – 2 bars or No Service.
I was helping my sister to switch her old number into T-​Mobile by phone, the store rep was giving us a hard time! While arguing with the rep, the phone calls kept dropping 8 times total. At the near end, I just told my sister to give him the $ 10 he demanded, not worth the time but ethical issue. Finally he gave her a new SIMM card for free of charge since our relative had already paid $ 15 per line just to switch us into their plan from CA. We both have unlocked iPhone 6 plus without a contract from AT&T, so they don’t have to pay for our early termination fee (up to $ 350 per line) and yet they argued over $ 10 SIMM card, unbelievable!
Anyway, I added one star because at the end he didn’t charge her.
This is not a good sign to begin with…, I was asking myself why did we switch our carrier? I guess it’s what you paid for…
We may switch back to AT&T if the poor signal continue…