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February 2024 by Maddie O'Keefe
Went here to transfer a phone line onto an existing account. There were three employees, one trainee, and the manager. Aside from the manager, none of them could care less about helping customers. Most of them were busy when we arrived but even when they finished with their customers we had to wait a long time to be helped. The employees were playing on their own phones and only helped us when the manager told them to. One of the employees was literally eating pizza while helping another customer (which aside from being rude and unprofessional is just gross??) and he later took a few puffs of his vape IN THE STORE in front of customers. The man who helped us was on FaceTime with a woman the entire time. I gave 2 stars instead of 1 because he mostly did his job and set the phone up, but when we left the store we found out that the phone didn’t have service. We ended up going to the West Broadway T-Mobile store and they fixed it for us very quickly. Sounds like the FaceTiming employee forgot to do one last step, which is completely unsurprising given how much attention he was paying to us.I will never recommend anyone go to this T-Mobile store. If you need help in madison, go to the West Broadway store. They are much more professional and helpful.
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January 2024 by D Lang
Unfortunately, by saying that THIS location is by far and above the best brick & mortar, the T-Mobile location isn't truly saying very much. Why, because EVERY SINGLE other T-Mobile store that I have been to in the past couple of years in the Madison, WI area and Champaign, IL area (7 stores in all) has either flat out LIED & misled my family or myself, that I had sworn to never enter another one ever again! I believe the gentleman that assisted me was Charles... a really knowledgeable T-Mobile agent/employee (his co-worker was helpful as well) totally blew me away by having actually educated himself on the many different products that T-Mobile carries.I'm so used to the people in these stores, from my past experiences, they have only known about iPhone products. Not one person I've asked for assistance with what they conned my elderly mother into picking that piece of garbage Pixel 6 phone had the slightest bit of knowledge on the issues that she has been enduring! No one knows anything about it... I even tried several Best Buy locations looking for assistance for her and that idiotic phone. I initially thought that it could be similar to my Galaxy... but no, it's not similar at all.Thank you, Charles!!! Keep up the great job!!! As well as your buddy, sorry I didn't catch his name... he does have a well trimmed beard. That's all I recall about him, though... he warned me about trying to use a charging base that I was thinking of getting from Amazon that could potentially cause my phone to be damaged at the least, or very possibly permanently damaged my battery or blown it up by trying to charge it too fast! Thanks!!Later, guys!
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December 2023 by Yusi
This shop is perfect! The staff was very patient in listening to my lengthy description and choosing affordable and convenient options for me.
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December 2023 by Juanita T.
Georgio helped me regain control of my phone & laptop with patience & humor. Rather than just fixing the problem I created, he guided through the steps to resolve my problem. You might guess that I have needed the services of people like Georgio in the past, but most want to fix the problem & send me on my way.
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July 2023 by Abdulaziz A.
Visiting Madison from overseas and needed to buy a SIM card. Employee here was not helpful and stated this branch doesn’t sell SIM cards. I don’t believe this!
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April 2023 by Marten Cieslik
I purchased a used I-phone that I needed to have set up for my phone number. I made this switch in mid-April. Charles & Leroy were very helpful, knowldgeable and friendly. They were able to provide me with the information needed to have the phone unlocked by a different service provided. All in all they made the switch very smooth. These guys are great. I highly recommend them for you mobile phone needs with T-Mobile.
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April 2023 by Mou Banerjee
Horrible customer service. Made to wait an hour as someone who came in after me was served ahead of me. When I asked politely, after an hour of quietly waiting, how much longer it would take, I was spoken to very rudely, as if I was in the wrong to ask how much of a longer wait it was. And then when I was finally called over, it was clear there was no intention to serve or help in any way. I was told it would be better to buy stuff over the website. Yes indeed - if this is the level of service, why would anyone ever go back to the brick and mortar store?!
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January 2023 by Mich Benjamin
I came in thinking I would get some help on a new iPhone 13. One of the associates Leroy was playing on the phone, speaking vulgar things, and appeared high. Come on T-Mobile. Drug test your employees and get some that actually care about the customer. 3 years with T-Mobile. I called customer service after I left the store and removed my service. I rather be with Straight Talk . Poor Customer Service.
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December 2022 by Jonah Westrich
Horrible customer service. I arrived to see about having a damaged phone fixed, and was willing to buy a new replacement. All of them were on their phones, seemed like 18 yr olds, and were bragging about girls and how many shots they could take. No one knew how to operate the computer to look up or validate my credentials. Ultimately tried to sell me a used iPhone 13 for $900. They were all on their phones talking about rap, music, drinking, and women, and I was the ONLY person in the store. Surprise? Thinking of going back to Verzion after that. Don't waste your time.
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August 2022 by Ryan Baker
Whew, this store is so much worse than other locations. I came in needing a new phone immediately because mine was broken.The employee I interacted with told me inaccurate facts about a phone, tried to upsell me to a phone double the price of what I wanted, and then when someone else walked in who wanted a more expensive phone than me, he immediately stopped talking to me and started trying to sell the other guy a more expensive phone.After waiting for a few minutes -- because I needed a phone -- I ended up leaving without a phone and driving to another location where they were willing to sell me the phone in my price range.I guess this place has commissions but they don't have customer service.
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August 2022 by Niraj Aryal
Worst service of all time award goes to t mobile. One of the bad phone in madison to buy.DO NOT BUY!
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August 2022 by Cole Tousignant
Leroy was professional, efficient, and very nice during the while process. He made sure to update me on potential wait times and what he was doing to help me. He helped put my screen protector on and overall made the experience fun and enjoyable. Would definitely recommend the Madison T-mobile store.
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August 2022 by Irlanda Cortes-Acosta
This T-Mobile store let some one walk into the store purchase two phones on my account and had the phone numbers on my account transferred to those two new phones and changed the SIM cards. With out my consent or asking for any verification. Makes it seems like the staff are in on the scam. I just tried calling this store various times and my calls were not answered. I will be filing a police report so they investigate this stores practices.
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August 2022 by Samuel Caramante
Unfortunately couldn’t get any help because employee had a vape on the desk, was visibly high, and was eating a granola bar. We were the only customers at the time, so it was just us and the employee. Hope it was tasty!
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July 2022 by Nathan B.
Today I received a notification that two I-phone 13's were purchased under my account at this location. The employees at this store allowed my account to be used fraudulently. The online documents show they allowed someone to purchase the phones using cash and putting the rest on a payment plan on my account. They employees were either aiding the fraud, or were not verifying identity. Either way, be careful doing business here.
