This has to be the worst T-Mobile customer service I've ever experienced. As a customer of T-Mobile for almost 10 years, I frequent visit their stores. I went in to upgrade my phone through Jump and before they even looked up my account information the girl associate blatantly told me I can't upgrade my phone. I was taken back because I have a couple lines on my plan and was able to upgrade other damaged phones through jump. She finally looked up my information and told me the best option I had was to claim insurance on the phone, pay $175, and get a refurbished phone. Even her manager, an older woman, was agreeing. The only somewhat helpful person was a younger man.
Point is, their customer service is HORRIBLE!! I went to a different T-Mobile store and was able to order a new phone through jump with no problems. Don't go to this location!!