My iphone 7 completely died over the weekend and I initially had a great customer service experience with T-Mobile experts on Sunday. The rep let me pick a store for delivery of my replacement device. I awaited my device's delivery on the second business day after my inital call, and when my device was delivered to the store, I received an email just after 7:30 pm letting me know I could pick up the replacement phone. The store closes at 8:00 pm and is about 20 minutes from my house, so I decided to wait until the next morning to pick it up (day #4 of no phone). When I arrived to the store at 10:00 am when the store was scheduled to open, I was surprised to discover that the store was closed for renovations for two days, leaving me without an option to pick up my device. I had to miss several hours of work for this planned phone swap, so not knowing of the closure was more than a mere inconvenience.
Yes, the photo is crappy, because it was taken on an extremely crappy old phone of my husband's that no one wants anymore that I have to use while my iPhone is out of commission, and I can't get the replacement device that I've been paying for the protection plan to ensure I get!
Why did T-Mobile deliver my device to a store that would be closed for renovations? To add insult to injury, I am now receiving emails from T-Mobile reminding me to pick up my device and advising me that if I don't, my order will be canceled. To say the least, this makes me feel like using words I'm sure would be censored here for appropriateness.
What a customer service fail. T-Mobile doesn't even know when its own stores will be closed! I definitely would not recommend T-Mobile to a friend based on this experience.