I came in to the Wyncote store on Sunday, May 17th because my Samsung S21 FE had stopped working. I couldn't make or receive calls, couldnt text, nothing. John, my T-Mobile expert, labored diligently trying to resolve my problem to no avail. I asked him what was was cheapest Samsung phone because I needed a phone immediately and did not have the time to do a deep dive into researching a long-term high functioning phone. I wound up going with the Galaxy A17, a basic non impressive device that served would serve its purpose of making calls and making texts. I was told this phone was non refundable so I purchased it knowing I would be stuck with it if any problems arose. And sure enough, problems arose. The "screen of death" happened every few hours. Long stretches of blackness enveloped the screen when I was engaged in my most important work tasks. The loading of a web page took over 30 seconds, no matter the Wi-Fi I was connected to. Nobody could hear the calls I made. I did some research on T-Mobile's 14 day buyer's remorse window and saw that I was within that range to return my phone. So I went back to the store on Saturday, May 30th to explain the issues I had with the phone even though I knew I was told beforehand the phone was not returnable. I spoke with a very patient female rep at the store who unfortunately told me I purchased a phone that could not be returned. It was at that moment when I was on the phone with T-Mobile for additional support, that the store manager, Nuria came by where I was sitting. She asked how could she help me. She sat down next to me and listened so patiently to my dilemma. She never questioned me, or spoke to me in a way that made me feel like I should have known the about the return policy. For the record, both of the previous employees were also kind. They were both respectable and spoke to me in a professional tone. But I needed my refund because just a few days earlier I had purchased a permanent phone to replace this A17 dud. I was bleeding money! In the end, Nuria asked for my phone number, pulled up a return receipt, and refunded my money. I have never, in my four years of living in this city, dealt with a more kind, warm, and professional person in retail than Nuria. This store is always clean, it plays great music, the customers are ALWAYS acknowledged, and from what I saw, every customer on both of my visits left the store happy from the service that they received. Thank you Nuria for your wonderful customer service and thank you John for initially helping me to set up and transfer my phone information on my first visit. While my purchase did not work out, the true greatness of a store is defined not by the service it offers, but by the people they employ. And this T-Mobile location employs some amazing individuals! NURIA YOU ARE THE BEST! HEART EMOJI!
