Been a loyal T-Mobile customer for the last decade (not anymore after this experience) and can't believe the horrible (lack of) customer service they provide. My old phone broke on the 17th, so figured it was a couple years old and I'd go get a newer one. Bought the Galaxy S6 Edge and then they talked me into getting the Gear S2 to go along with it. Seamed pretty cool so I thought why not.
Well in less than 14 days it was dead. I was out of town for the holidays and no T-Mobile store within 50 miles of where I was staying. I brought my watch into the store today and since we're on day 15 they basically told me to take a hike. I assumed that since the device was completely dead, they'd be able to exchange it for a new one. Told me I'll have to deal with Samsung on the warranty to get it replaced. They said if I would have gotten their replacement plan that they would have exchanged it. Nobody mentioned any kind of replacement plan when I bought my device 15 days ago.
On top of this, the sales associate was so snotty during the entire process. I was like "really, you're telling me I have to deal with Samsung on this, I just bought it". And she kept saying, "Sir, do you even want my help?". Was totally floored by her attitude. Her co-workers and the "Manager" just stood around staring at their phones like this behavior is completely normal there.
I guess I have no choice but to have it replaced by Samsung. They told me at the store I'd get it in 7 days, then I'm told 3 weeks. Then on top of it they said that they'll be another $20 charge on my bill for the pleasure of this visit.
I'm completely livid at this point. Not much you can do but bend over and take it. You have to have a phone these days and they won't release your number unless you pay them a huge some of money.
So this year I've had the pleasure of T-Mobile leaking my details in their experian issue and then they don't provide the most basic of customer service. They won't even assist with the warranty issue with Samsung, basically after they take your money you're on your own.