T-Mobile

CAUTION!!!
ENTER THIS STORE AT YOUR OWN RISK!
This store has the worst cutomer servce (Bill) and lack of management (David) ever in the history of all stores!!! I have never been bullied, talked down to, belittled as I have in the Brea T-​Mobile. Eeven better when we asked for a manager Bill told us that’s not going to make a difference because the manager won’t help us either!!! And we will have the cops called on us!!! WOW! Really? All my father and I did was go in to either exchange the $ 600. phone I just bought that keeps dropping calls and I’m having to make multiple phone calls back because I can’t hear anyone my calls drop or they are all garbled. I don’t understand? I’m still within my 14day satisfaction return period and I’m signed up for «Jump»… So what’s the problem brea tmobile?
Bill wanted to look at my phone to check or change settings in my phone. So I obliged, Bill took my phone around the corner behind his desk so I couldn’t see what he was doing. I don’t mind if someone wants to help by changing settings on my phone but I at least want to be there in front of them watching them do it so I would know in the future what I can change to fix it and secondly for privacy security reasons. I don’t know if «Bill» is going to put something on my phone I don’t want or take something off my phone or look at personal information. I asked Bill can you please show me what you’re doing? I asked Bill to please show me so I can understand what he is changing and I can see it. That’s when Bill got all fired up with a big attitude telling me that if he’s going to make a change he’ll let me know. Then Bill went on about some rant that he’s not trying to look at personal information and telling me not to worry about it. Right off the bat I felt intruded and did not feel safe then immediately I was threatened by Bill. Bill started attacking me telling me that the phone was just fine and there was nothing wrong with it. Then bill was trying to insult me by telling me that it operated just fine… Not really! What he was showing me wasn’t even what I was talking about lol. If he would have had a little bit of customer service patience and asked me to show him what it is I was talking about I would have gladly shown him on my phone the problems I was having and explained to him directly to his ignorant face. Bill wouldn’t get off of his high horse and listen to what I was trying to tell him he kept on trying to correct me and tell me I’m wrong. Then he wouldn’t give me my phone back so I could show him what I was talking about I had to ask him 4 to 5 times to please give me my phone back so I can show him before he finally gave it back to me after the 5^th time. Then my father stated that whether there is anything wrong with the phone or not we have a 14 day satisfaction return period that we are not even close to and besides that we have the jump. So one way or the other we should have been able to solve the problem very easily. But no! Steroided out Bill began threatening my father telling him that if he continued to speak to him like that he would not help us. Then bill went on to explain to my father that he’s only trying to help us and that if we give him any more attitude he will call the cops on us. I was completely beside myself! Call the Cops? For what? because we are unsatisfied customers and just wanted to find a phone that we like that works for us wow that’s incredible. I hope no one else goes into that store dissatisfied with service or their phone. Watch out! Neither my father nor I were even doing anything wrong we were actually being totally nice to everyone in the store up to this point. We then asked for the manager. I know I asked for the manager for at least 6 times my father ask for the manager at least 5 or 6 times as well. Then finally Bill pointed over to some scraggly little glasses skinny guy that was supposedly the manager. The manager David was over on this side laughing and giggling thinking it was funny along with all of the other employees in the store each and every one of them were laughing and giggling thinking it was funny the way Bill was man handling my father and I. I have never felt so threatened in my life I thought Bill was going to try and punch or hit my father or l. Call the cops on us? My father and I are the ones that should have been calling the cops on bill for threatening us. I have never seen anyone get so aggressive especially in a cell phone retail store that is totally uncalled for definitely not professional and definitely out of line. Not once did David the Manager come over and try and even speak to us. The manager David didn’t say one word to my father or I. Not one employee or Manager stepped up to try and resolve the issue everyone in the store that was an employee thought it was funny and was taking it as a big joke. We have had a family plan for over 10 years with t-​mobile and are now thinking of switching to a different provider.

A few weeks ago, we switched from AT&T to T-​Mobile. It was a hassle trying to get AT&T to release our phones that were already paid off. Thanks to David & Greg, they helped us get switched over. Then there was the issue with iTunes and transferring my information over. David and Monica were working to get this issue corrected. It turned out I had a defective phone. The process took some hours but Esteban and Javi made the wait less hectic for us. In the end, everything turned out good. David, you went above and beyond for me. My little girl thanks you too for the water and the tablet. She loves it. The only down side is you can’t download Disney Jr. Thanks again!!!

As far as cell phone stores are concerned. This is the best I’ve been to. The shop is clean and has lots of phones to play with and the staff is extra cool. You do have to wait if there are a lot of people but it’s best to go during off times.

Horrible customer service. I took in my sons phone with a bad screen. The salesperson checked for both water and physical damage and found none. She agreed they could make a warranty replacement however the manager declined the exchange citing that he obviously damaged the phone. T– mobile is a racket, the manager could provide no evidence that he damaged his phone but refused to stand behind their product. Stay away from T-​Mobile!

Tonight I had one of the best experiences ever at this T-​Mobile store with the skills of Matthew & Bill to fix the issue I walked in with (which was giving me a headache at home) they were able to help me efficiently and quickly… their great personalities were a huge PLUS! Thanks guys!

UPDATE!
While looking at my bill today I realized that I’ve been screwed by Javier — the sales person who helped us with our plan. When I purchased my phone from T-​mobile this month (and my sister’s a few months ago) Javier added an optional service to our plan without even asking us — the phone insurance for $ 10/​month per line. That means an extra $ 20/​month for something I never asked for.
What a rip off! And how disrespectful and sneaky to do something like this just for a commission. I am very sad, because I really liked this store.
Original Post:
I am SO happy with customer service in this store! I’ve had a horrible experience with the Tustin (Jamboree & Irvine) T-​mobile store before so I was dreading my trip.
I first went into this store a few months ago to get a family plan, and Javier helped us. He explained everything, answered all questions with such a professional attitude.
Javier helped us again today, when I went to get a new phone. Since they didn’t have the color I wanted in stock, he gladly helped me order it. No pushing for a different color, no trying to sell me something else.
I am very pleased, and I would recommend anyone to go to this specific location. Great customer service!

I bought my new phone at a different Tmobile location but I didn’t know you could get the data from your old phone transferred to your new phone because I didn’t get offered that service. So I ended up dropping by here on my friend’s suggestion and Nora was kind enough to do the data transfer to me. She was great and everyone here was friendly. It’s in a nice location in Brea so we walked around and shopped while waiting for my phone.

We will never ever buy any phone from T mobile store AGAIN! There are many cell phone stores in Rowland Heights. Any of them will give you a better service!
I tried to return a bad phone. Battery gets super hot just used for 10 min. «Check Battery Cover» message pops up every 5 – 10 min then refreshes everything back to HOME screen. Everything I did was gone!
They ran a test said the phone was fine, nothing was wrong. I said it was bad and need to be replaced. They want to charge me $ 50 restocking fee no matter what. Fine! Let’s get something else. OH! we don’t have Iphone 6. We don’t have that one either. So, what do you have? SHIT?

Worst service ever. Unfortunately, I was required to put at least 1 star.

Elizabeth was awesome very helpful although they didn’t override my restocking fee this is what customer service from tmobile should be. Very happy with this store definitely coming back to this location for all my needs

Javier is without a doubt the most helpful and friendly employee at this location. So, ask for him! I am a complicated customer, and I came in the store very frustrated, angry and was being very rude… He put me at ease, was very patient and understanding and was able to resolve all of my issues without spending hours there.

By far the best Tmobile store I’ve ever been to! Anytime I need changes done to my phone plan, need new phones or make payments, I always go to this one. Here, they help you out with whatever you need!
Customer service here is truly amazing! They really do care about you, especially my all time favorite associate, Javier. He goes out of his way to make us truly understand what we want and he’s kind and friendly. I recently brought my whole family to him, meaning my extended family as well ;)! We ended up walking out with our phones fully loaded and ready to go! He even went out of his way to transfer the stuff off my old phone to my new one, and put on all our screen protectors without bubbles.
I literally live a twenty min drive away, and there’s a Tmo down the street, but I’d go to this one because of how comfortable they make me feel without the typical salesman pushiness you expect. I would definitely recommend their service to anyone…

loved this store!
went in with my dad for some questions and the whole family ended uo walking out with a new phone. the staff was really patient and friendly and answered all of our questions and concerns!

I just switched over to T Mobile and am so glad I did. I had many friends gawk at what I was paying at AT & T, locked into a crazy contract. So I finally walked into this T Mobile location and was blown away by their friendliness, product knowledge, and flexibility– I was on a tight time schedule as usual, but they were speedy and got me a new phone and signed up inside of an hour. Nora was so helpful with everything, from putting on my screen protector like a pro to getting me and my boyfriend $ 25 gift cards for the referral. I definitely recommend going in here!!!
I have no contract, am not locked into a phone and am getting truly unlimited data, and paying less a month. And to top it off, a great place to get customer service if anything goes wrong. A win all around.

Amazing customer service at this location! Laura was so helpful and patient when she helped me and my family activate. The managers Nara and Nora also were great! They helped set up or phones and transferred all our contacts, messages, and even pictures that were so important to us. We will definitely will come to this location again!

Signed up for T-​Mobile after receiving excellent customer service by an awesome sales rep by the name of Laura. Got me a great service plan and excellent phone and left there extremely satisfied. Also great customer service provided by managers Nara and Nora. Everybody there made me feel extremely welcome and convinced me thoroughly to make the switch to T-​Mobile. Thanks again T-​Mobile staff, I’ll b3 back!

Horrible customer service! The people that work in this T-​Mobile need more training in providing good quality customer service. This is the third time I come here because it is close by to my home. They have an incompetent manager, workers that ignore their customers, and rush their customers when it’s close to closing time, which is a stupid move since they can earn commission from these customers. I do not recommend this place to anyone. Instead, I now go to the T-​Mobile on State College and Chapman in Fullerton. It’s a bit further from where I live, but they provide better customer service. Here, I found the workers to be friendly, know their products, and willing to take the time to help out their customers.

So to preface this: I’m already signed up with T-​Mobile and have been for years. The locations I’ve gone to before have never been perfect, but I’m patient so I’m usually alright with their mediocre/​at-​par performance. Today, I went with my girlfriend to buy a Samsung Galaxy S3 as my birthday present. As I went in, I had intended to discuss my plan, how the phone would work within it, data charges, etc.
My girlfriend and I walked in to fake phones which you can’t actually interact with. We waited 15min to be able to touch a real phone, then we wait 15min more to talk to Laura. I give Laura my info and she tells me I’m not an authorized user (I’m on the plan with family). She tells me to have the authorized user to come in with me or call customer service and have him add me as one. So I leave, call the main authorized user, and have him call in to add me as one. He does so, calls me, and tells me he did it, but the representative said the «network was down» and I would be an authorized user until tomorrow.
Due to my work schedule (12 hours days currently), this was really the only time I could get a phone. I call Laura and explain the situation. Mind you, I have the authorized user access code available and tell them that. She says the usual «Oh yeah, sorry, we can’t do anything unless the person comes in.» I repeat that I had someone call customer service and she just refers back to the ambiguous «policy» that I had already followed through with by having the authorized user call in.
I ask to speak to a manager, I think Naro («Naw-​ro»). He essentially starts repeating that they can’t do anything. I bring up the fact that I can give them the access code, have the authorized user call them specifically, and have already had him contact customer service. He says that they can’t do anything. I tell them to call customer service directly to confirm it — he says that’s a conflict of interest somehow because it would appear they were gaming the system… Alright? I essentially bring to his attention that they should be more accommodating considering it’s their system that’s down and I’ve already complied with their policy and procedures. Essentially, he regurgitates his answer and does not attempt to ameliorate the problem. He says he’ll call customer service — I get a call back not from him but from Laura saying that the customer service rep didn’t write it in the memo… I’m not exactly sure what that means, but it means they definitely didn’t actually contact anyone.
I’m severely underwhelmed by the critical thinking skills and customer service at this location, especially considering I actually worked within their typical policies. I’m honestly not sure how someone could keep their job in this setting with such little ability to compensate for changes in the system. I will still get my Galaxy S3 when I have time — whether that’s in a week or a month. But I sure as hell won’t get it here.
Moral of the story: these people will not do anything outside of the cookie cutter policies provided by T-​mobile. They will not accommodate any needs you have, should something be wrong on their end. They will argue with you, then try to get you to come back in to make a percentage off of your sale. Stay away. Stay very far away from this place. Worst service I’ve had in a long time.

UPDATE (6÷3÷14): This update is a LONG time coming! I went to a different T-​Mobile in Buena Park with my issue and they helped me get a new phone, which was the true problem. Not the battery like this (bad word redacted) told me. That associate was nice and and actually helpful. In other words DO NOT GO HERE!!! I’d give the Brea store negative stars if possible!
I just got back from this place and am so mad that I HAD to leave a review.
My phone just totally died on me so I take it in and the place is empty, except for the employees of course. When I walk in they all turn to me like eager puppy dogs. I go to the closest person, her name is Laura I believe. She starts spinning my battery and determines that my battery is doneskies. She tells me to go down the street and buy a $ 35 battery for my crappy S2. She also tells me to return in 3 months because I can upgrade blah blah. Every suggestion she made seemed to be to get rid of me.
She then asks me if I have insurance and I’m not too sure. Mind you, so far the interaction has been civil and pleasant. I wasn’t angry nor was she. She checks that I do have insurance but guess what? It doesn’t cover batteries! Crazy!
To be fair to her, I know this is not her fault. It’s crappy T-mobile’s policy. Sidenote: There was a whole issue just getting my S2 but that’s a story for another day.
So finally, before I leave for 3 months, I ask her «So is there anything I can do right now?»
This is where the story turns. She looks at me and speaks in THE MOST CONDESCENDING way I have ever been spoken to in my life. She says in a slooooooow and «listen carefully, moron» tone: «Go buy a battery. Put it in your phone…»
I am so shocked and angry at what she is telling me that I just cut her off with «I know how a battery works.» I should say that I work for a consumer electronics company that makes cases for phones and tablets. I do indeed know how phone batteries work. I also have been on this Earth long enough to understand the concept of a battery.
T-​Mobile should die in general and my experience in this store did not entice me to stay with the company. I have been a loyal customer ever since I got a cellphone (10 years ago). I have been with T-​Mobile for ten years and never strayed anywhere else and this is what I get? She could have at least TRIED to help me out. If you want to be spoken to like you don’t know English or like you have a disease, have fun at this T-​Mobile Store!

Went in, was ignored for 15 minutes, then I left. Too bad, I was gonna sign up with t-​mobile then.