T-Mobile

Wasn’t sure about the level of service I’d receive at this store since it’s just a kiosk. I had been there once before and they couldn’t do something for me since they weren’t a full store (couldn’t remember what it was exactly). But I had a great experience this time.
I had bought a new phone that takes a nano SIM card. My old phone took a micro SIM, so I couldn’t just swap it. I brought it to this T-​Mobile and they were able to help me right away. They actually gave me the SIM card for free and the woman explained how the new ones come with adapters that will fit all 3 SIM card sizes. So I’ll be able to use the new SIM with any phone in the future.

I had an iPhone 5s which comes with a TMobile SIM card but the woman charged me $ 10 and gave me a new sim card anyway… even though I didn’t need one and refused to take it back. Also she complained to me about how annoying all the iPhone customers are «another one» b/​c they are so excited (this is right when 5s came out). Maybe if she paid attention instead of btching she’d know it came with a sim. She was not gentle with my phone at all and at one point I asked her for it back so she didn’t scratch it (had it in the same hand along with a paperclip (she was done using)… really?) Overall she was rude and acted like I was bothering her by coming in. TMobile doesn’t offer pay-​per-​use international call/​text (only unlimited) I’m leaving TMobile of a new company anyhow, corporate and locally they are horrid.

The Alewife t-​mobile staff are incredibly helpful and diligent. I’ve been going to them for two years now. They act as a customer advocates and are quite knowledgable. The staff are friendly and keen to help. Corporate tmobile, however, has less than desirable attributes. If I had to turn the page, I would not have chosen tmobile for several reasons: they don’t offer iPhone, their technical support is hit-​or-​miss (they’ve cancelled the wrong line on me, they’ve not held true to their word about when re-​activation will occur), and overall I think one get a better bang for the buck with other providers. Corporate T-​Mobile should come down to their Alewife outlet to observe and learn about true Customer Care.

You are getting 5 stars for being the most helpful t mobile people I’ve ever encountered. I bring some crazy issues in with my phone, and you always try to fix it, test it out, and offer solutions on the spot.
Your customer service overseas however, gets negative two stars. If I wasn’t on your grandfather plan, I would have left long ago. These people are worse than bad.

Rude, indifferent & Surly employees — not much different than most Tmobile ‘stores’ & kiosks but this one is more interested in helping teen age kids & 20 year old college kids with trust funds with their mommy’s card than existing customers (myself of over 10 years) with anything but the purchase of a new phone at full price. Of course the phone will likely be ‘not in stock’ and they will tell you that you are ‘not eligible for an upgrade’ because that is ‘what it says on its computer’

The kiosk for t-​mobile is always swamped with people, especially entire families who are with just one person getting a cell phone… so it can take a while to get served. The manager (or was it assistant mgr?) was very helpful though and he did me the favor of making me a copy of my sim card so if I ever lose my phone, I’ll still have a backup of all that info. Apparently they’ll charge for this but he did not charge me. Rock!