Magenta Shop

Geniale kompetente und freundliche Betreuung durch Omar! Souverän, freundlich und hochkonzentriert! Tatsächlich begeistert!

The worst customer service ever

Recently I bought a new IPhone 15Pro Max in T-Mobile Store in Citypark. I don’t know anything about technology or phones but I was thinking I want to surprise my partner and get him a new phone for his birthday. So I went to the store, looked at the wall and saw latest iPhone. I express my wishes with one worker there, said this is going to be a birthday present. He extended my contract for two years and gave me the phone with 286Gb storage. Me, totally clueless about the phones and Gb after 2 weeks on his birthday I give him the phone. He opens the phone, turn it on and then comes a shock when he sees so little Gb compered to the original iPhone that he already poses.
We need to change the phone for a bigger storage room.
And then the Calvary with T-Mobile Store and Online customer service began. First I can’t exchange the phone because 14 days has already passed; second once you turn on the Iphone you can’t exchange it because Apple will not take this phone back anymore. Now imagine my frustration, paying 1000€ for the phone and now I can’t use it because it’s too little storage (even for me). We contacted the customer service online and there was the person assuring us we will find a solution we just need to write/call next day and they will try to help us somehow. Next day the same person who was so positive to find a solution for us just back off and transfer the chat to some colleagues with the same boring automatic answers and 100x repeated questions to describe our problem which we did in a past hour 3x already. Are you guys serious? I could just go crazy with people in the store and behind the computer.
First of all it would be kinda logical to offer some informations about the phone not just assume people know by themselves. That’s why you (T-Mobile workers in the store) are working there. And then comes the manager of the store and just repeat the exact words from his colleagues. He promised to call me with some additional information but this call never came. I told him if there is a will to find a solution it can be done somehow.
I have been customer for 12years and so is all my family but as soon I can back off from my contract I’m done with T-Mobile. To get the money from the customer as quickly as possible they are first in the line but to offer some solution when needed all you get is a lousy „Es tut mir leid“. Some people needs to work half a month for 1000€.
Very very very disappointed. So anybody considering of T-Mobile please consider twice.

So friendly, they made my day!

Relatively long wait as only 2 agents actively working in the shop. Others came and went.. Agent was helpful and friendly. But seriously understaffed for volume of business.

Alqays helpful staff

Super

Friendly, but you can't get a test device for LTE internet from shop.

Ok