T-Mobile

Bought a phone at Best Buy. After purchasing, the dude at BB said that they can't activate it. I had to go to T-Mobile store. Took phone in, and the person (sorry, I only remember it started with a K) was very helpful. Even though he didn't sell us the phone. Gave us options and advice. Probably the easiest phone upgrade ever in the 20+ years of being a Sprint/T-Mobile customer. The only thing that could have made the experience better is if they could somehow match the price from BB, or even come closer than they had, or without the sleight-of-hand where you trade in your phone, but it's not a price reduction, it's more of a credit over time.

Thank you Joey for helping me. I went to the T-Mobile on Broadway st in Monona and they charged me with lines I didn’t consent to. My phone bill went up $100 and it was over $400! I called customer service so many times and they weren’t helpful so I decided to go into this T-Mobile to help me. Joey helped get me credited and cancel 6 lines that I was charged for unknowingly. My phone bill is back to normal now. He was very welcoming (rare these days at a tmobile) and helpful.

Justinian, the manager, was really nice too.

I believe that the kind young dude who manages this location is named Sig. I'm sorry if I'm getting that wrong. In any case, he was fantastic.

Prior to visiting this location, I had never gone to a retail phone store and left with a new phone and a new plan in under fifteen minutes.

Usually, a sales representative like the one I used to be will spend an hour or longer pestering me to pay for expensive stuff I don't want. At the AT&T that I used to work at, we were literally instructed to just bring an iPad out from the stock room even if a customer didn't ask for one. When the customer inevitably told us that they didn't want an iPad, we were instructed to explain why they should want an iPad.

I knew the exact plan, trade in deal, and phone that I wanted from T-Mobile. I walked into the store with that information and braced to argue with a sales representative about why I should be allowed to buy the phone and service I came there to buy.

Sig thanked me for being ready with knowledge of the plan and trade-in deal that I wanted, he moved as quickly as he could to port my phone number and get me a phone, and he was incredibly kind. He deserves a raise and a promotion for running the first retail phone store that is not only tolerable, but welcoming and pleasant.

Meechie Saved Christmas!
I originally signed up at Costco. Meechie was the rep. Ended up having an issue as one of the colors of phone we ordered was on a big back order and as such, our entire order was held up. Normally, not a big deal but in this case, we were two weeks from Christmas and these were gifts for the kids!

I called T mobile to no avail. I went back to Costco and Meechie asked me to come to the Wast Side location the following day as this was his HQ.

I came in and he spent two hours and multiple calls trying to get this squared away. He went above and beyond to the point that I was ok with late delivery because he literally did everything he could. Now, he made one last ditch effort with the corporate team. He told me he has a call back from the help desk and will call me to update. Two days later ALL the phones arrived! Well in advance of Christmas! Thanks Meechie! BTW…best coverage for ever had…including in Cross Plains which is so rare!

Thank you so much Charles and Sherlyn for helping me navigate and fix my phone tonight! Thank you for your patience and expertise! I highly recommend this T-Mobile location, especially for the excellent service provided with these associates! Thank you!

Best customer service from all the tmobiles I've been at. Great work to all the workers

Preston was super helpful in resolving a nagging connectivity issue I was having with my iPhone.

Numerous calls with T-Mobile technical guys and visits to nearby west Madison stores led only to great deal of frustration. Finally and fortunately someone recommended this east Madison store, and for sure driving across the town was well worth it!

Preston and team have not only the expertise but, no less importantly, the patience and perseverance in getting to the solution.

It turned out to be a freakish issue related to my recent travel abroad, taking therefore about an hour and half working with the online tech team to resolve.

I was so relieved to leave the store with my iPhone fully functional and thankful to the team.

This Tmobile store is absolutely fantastic, leagues above every other store I have been to. I came in to get new service started up and they were not only very helpful but also completely transparent with what they could and couldn't do for me. The staff here is incredibly helpful and will ensure your happiness. Charles was very helpful, efficient, and very friendly. The entire staff seems to be that way. I'm not sure how to spell his name, But Kahn li and Preston were also very helpful and friendly. I recommend this Tmobile store more than any in the area and will be recommending it to anyone I know.

Charles was amazing. I went in looking to resolve an issue regarding upgrading to a new phone in which corporate had to be contacted. He dedicated a block of his shift to making the calls needed to find out the information I was after. He was extremely professional and a customer advocate the whole way. Unfortunately, we didn't reach a suitable outcome due to T-Mobile policy but Charles was able to provide me with a new solution to my problem.

I knew I was walking in here to ask someone to go the extra mile for me to try and figure out my issue and he thoroughly delivered. In a world of retail worker shortages, people like Charles should be heralded by their employers. Individuals like him are who you want working with customers!

Absolutely fantastic customer service. Charles and Preston were super friendly, knowledgeable, and patient. They made sure that they understood our problem, what we wanted, and we came away feeling great about our new phones and added line. Wouldn't bother trying any other location in the future.

Preston was incredible - he helped me with something that the Middleton store had no idea what to do with, and was even able to do so efficiently and smoothly while he was on the phone with T-Mobile helping someone else! (The store was pretty busy)

I was thoroughly impressed with his multitasking abilities and was extremely happy with the customer service he provided. Definitely one of the better T-Mobile stores I've been to!

If you had a bad experience with Sprint, come to this location for help. No joke I have spent hours on the phone with Sprint customer service sobbing because I had canceled my service, but were still charging me and changed all of my security info like my pin and security questions so I couldn't verify my account. I took a chance and called this location and Michael assured me that he not only knew exactly how to help, but he promised that if I came into the store he would make sure to take care of my billing issues so I wouldn't have to deal with Sprint customer service again. The best part, is he actually delivered on his promise. He verified my account with my driver's license and took care of the rest. The rest of the employees were very courteous as well, they each checked in with me to make sure I was being helped. Thank you all! Really appreciate the level of service you all provided today.

Came here a week back to open up a new line
and account it was a great experience team here was super helpful.
Initially interacted with a lady last week and today with Desmond both were helpful.
Had an issue with porting they took a good care of it and resolved the issue.
Store is clean and not too rushy, but you can quickly call and check about the wait time before stopping by.

Tim and Taylor were amazing, I had been trying to resolve our 4 new phones issues online and not help, I stored by this store and Taylor was able to get our phones and Sim cards hooked up correctly and made sure our account was set up correctly. Tim was amazing in getting our new phones all set up and get everything transferred.

My family had a domestic situation and needed new phones and number. The manager on shift was nothing short of AMAZING. We were new customers to Sprint. He was s first-rate human being. Compassionate. Helpful. And next-level service. He stayed late to help us move over to a new plan. I can’t emphasize enough what a wonderful, supportive experience we had. Thank you. Satisfied, faithful customers walked out the door, feeling safe, secure, and truly cared for. ❤

Great location with friendly, helpful staff. Been here a few times for various questions/requests. I've had much better customer service experiences ever since sprint (my previous provider) merged with t-mobile

Taylor was great! Got us upgraded today with no problems. Made phone shopping easy and fun. T mobile IMO is the best! This was the third time me and my wife got phones here. We have never been disappointed, very helpful staff!

I’ve come in a few times to upgrade my phone and resolve some billing issues, and the staff here have been so helpful and friendly every single time. Preston and Taylor in particular are great! Really appreciate them.

In the past, I have had some unpleasant visits here. My last two experiences have been great! I bought 3 new phones. We were switching one to an iPhone and the other two to S7s. The system to activate the phone at home was no working, so I had to go back in. They quickly took care of it, let me know their process, and were friendly. Overall, these two last experiences were the best I've had at any phone store.

I came to this store after being treated rudely at a previous store on University Ave. I am dumb, but I am not stupid. The store on University Ave treated me like I was dumb AND stupid. This store treated me the way I feel anyone should be treated, with respect and patience. Ashley was wonderful and answered my questions about various phones with good knowledge of each. She gave me her opinion and offered advice based on her experiences, with real examples for each phone. If I ever need to go to a Sprint store in the future, this will be the store I go to from now on! Thanks Ashley!

I wanted to write a new review, but I guess I just have to edit it. Another 5 star experience recently. I went to the Lien Rd store to activate a new phone I bought on Amazon. I arrived at 752pm, thinking the store closed at 9pm. The store actually closed at 8pm. I was welcomed with open arms by Cameron. He didn't seem the least upset that I was keeping him after work a few minutes. he got my new phone up and running, complimented me on my new phone (instead of making me feel guilty for not buying it through Sprint). I was out the door by 810pm and I love my new phone. Thanks Cameron for the 5 star service!!