My phone suddenly lost service on a Friday morning. After it didn't come back for several hours, I checked the tmobile website for troubleshooting. I followed all 14 steps to return service, all unsuccessful. I called the 800 number, they weren't able to get my service to come back on. I went to the store, they weren't able to fix it, so they initiated a warranty replacement. The representative in the store said I could pick it up on Monday.
I just returned from the store, where I was told it hadn't arrived yet. The rep (a different one this time) said because it was initiated late in the day, it wouldn't process and arrive today, that I would have to come back tomorrow. I called the 800 customer service number again when I got home to voice my displeasure at the inaccurate information. Thankfully I did, because after some digging, they found out the warranty replacement WAS NEVER SUBMITTED. (Mind you, the in store rep who forgot to press "submit" was the only person in the store, and was leaning on the counter reading a book when I walked in)
Needless to say, I was livid. The rep I spoke with in person today mentioned NOTHING about this, only that it would take an extra day because the replacement wasn't issued until Friday evening and the device didn't ship out that day.
So, in the end, it will require 3 visits to the store, and I heard 3 different things from 3 different people.
I was with Verizon for 12 years, and every.single.time I went into the store with a broken device, I was issued a replacement ON THE SPOT. I walked out of the store less than 20 minutes later with a fresh, working device. My phone is a Galaxy S7 Edge; the S8s have only been out for 6 months. Why the store didn't have a small stock of refurbished S7s for cases like this is beyond me. In fact, my mother just went to VZW to get her IPHONE 4 replaced (yes, I said IPHONE 4) and they had a refurbished one in their inventory to give her.
This is completely unacceptable; it's almost like you WANT to push people back to their old carriers with garbage like this.