T-Mobile

I have never had an issue with T-​Mobile until coming across this store. I completely agree with everyone who’s sad the staff is super condescending and provide horrible customer service. If there is one thing I have learned from working in retail in the past, it’s that the customer ALWAYS comes first! They sold me a defected item, I went back 2 days after the sale was made (with the item & receipt) and they refused to assist me in any way or form and said it was basically out of their hands. As soon as I called T-​Mobile Customer Care they were very understanding and assisted me right away! STAY AWAY, travel to a farther store if you need to!

I went in to get phones changed and the process was nice and fast. Ricardo helped me out and was very polite. I really appreciate him not trying to sell me anything I didn’t need. (I’ve been here before in the past and others have tried selling so much… I suppose it’s part of the job, but it can get annoying).
Either way, I had a very pleasant experience thanks to Ricardo!

The employees here are super helpful. I was able to walk in and out in few minutes with all of my questions answered thanks to tyler. He was super nice and helpful with everything. Everytime I’ve come in hes always assisted me with paying my bill, upgraging my phone etc. Hes a great employee with great customer service!

Tyler Ross provided me with excellent customer service. Quick and detailed responses and everything I needed to know about the phone that I was upgrading to. ¹⁰⁄₁₀

Nice people, lovely store, great customer service. Traded in my slug of an android phone with a shit battery and upgraded to a shiny new iPhone. Couldn’t be happier

I kept getting promotional Sms’s from T-​mobile on my cellphone. Every single time they made me feel great — like ‘great you are paying in time. do that 4 more times and you have a brand new phone upgrade waiting’ and some other time ‘father’s day offer’ and so many other hard to ignore deals. I was carrying pretty old 4G LTE phone, still working but eventually reached my boiling point of ignoring deals and ended up calling T-​mobile. I somehow found that my account was no credit and needed to be transferred to credit verified postpaid account in order to be eligible for those offers. Some reps over the phone tried to help me, got all my information including ssn but didn’t get the job done. At the end, I was advised by one of those higher up supervisors to contact local T-​mobile to get everything sorted out. So, I set out to Capitola Mall (Costco has T-​mobile kiosk but not for T-​mobile account mgmt) and approached a lady at the store. Lindsay was new, 2 months in the job and I described why I was there and she helped me port my number to new device that I bought which was brown leathered LG G4. (They didn’t shove LG G4 down my throat, I actually did extensive research on T-​Mobile devices that I was planning to buy, I found LG G4 was pretty beast — IPS display, 3 Gig Ram, 32 Gig internal Storage and 2 TB microsd card upgradeability. Though I’m not aware of 2 TB microsd being in existence as of today, LG G4 is sort of future proof in that sense. If you are not prepared and just strolling and shopping around, expect unexpected lol)
Other folks were friendly and trying to give me everything that was coming through T-Mobile’s bundle plan. I didn’t take Alcatel tablet that was plain useless and I already have more than 5 tablets, vowed never to buy any tablets since phones are so powerful these days.
Finally, I got a big grin from her ‘You’ve excellent credit’, when time came to receipt and signing, I got away with 0 down payment, with 20 dollars extra monthly pay on top of my regular bill for 18 months.
Don’t know if it’s just a chipset being used on phones but I’m getting far more faster speed than my old phone — my speedtestdotnet report concluded. Rumor has it postpaid are exclusive. ;)
Note to Lindsay: Thanks for being a great customer service rep for T-​Mobile. If I’m not wrong you’re concerned about feedback with how this phone would be like after a while and I must say within a day of use, it’s better than Samsung and exceeded my expectations. One thing I liked about it was — gesture to take picture with fist closed/​open and hecuva other awesome features. Felt like a Jedi for a moment.
Thanks again folks. T-​Mobile rocks. Every year, you guys are coming up with something new, different and better.
(I also thank to that Verizon over-​the-​phone rep who literally challenged me to find better deals than theirs to reason their astronomically rising monthly charges for my grandfathered unlimited plan, I also thank AT&T’s technorant associates who failed to give me any reasons to stay with them anymore. Had it not them, I would have never found T-​Mobile)

Tigh and Daniel at T Mobile inside the Capitol Mall very helpful with a kinky problem on my droid phone.
They also called tech support in Albuquerque New Mexico and work with me for over an hour without any charge got my phone humming like a locomotive

Turgid uninspired service, if you get a tech who knows anything it’s like winning the lottery

T-Mobile’s service in the Monterey Bay Area is absolutely horrible. The guys in th Capitola store grossly over rated the quality of their coverage. If you ever need to do anything online with your account then you will be lucky if their system is up and running. It always gives me a ‘not working’ code. I am definitely going to change service providers.

I was really surprised by the customer service this time around. My husband and i gave been going here for the last 2 years and today was the best service by far. The manager david was extremely helpful and taylor as well. Our monthly payment were even lowered. Lets hope everything turns out as they said. Thanks david and taylor

BE AWARE OF THE SKETCHY SALES TACTICS
Went in to switch 2 lines to T-​mobile, employee was very helpful and nice… at least that’s what we thought. He told us to pick out cases and got screen protecters for us and gave us the impression that they come with the phone purchase. Never mentioned a price and put everything on while we waited to activate our phones. Found out later that the cost of both screen protectors and cases were added to our installment plan.
He also said that we have to get the $ 10 insurance for the first month and after that we can cancel, but said that he would wave the $ 15 activation fee for us. Called T-​mobile and they said they do not require $ 10 insurance for the first month.
I love my T-​mobile service because I get way better cell signal but am very disappointed in these sales tactics

This is related to TMobile as a mobile carrier service and the 41^st Ave location in Capitola/​Santa Cruz. I bought Alcatel Onetouch (DON’T get this piece of s**t). If I was on my blue tooth and received a call, it would shut off the blue tooth. I also had intermittent access to my voicemails. I was sent 2 replacement phones, which did the same thing. I had even gone out and bought a new blue tooth thinking maybe my older equipment was not working right and it continues to do this. Not only, my card has scrambled all my contacts. In other words, the names no longer match the phone numbers. One time, my outgoing call came up as one of the people on my contact list on my friend’s phone. ODD! (By the way, the blue tooth problem was verified by a sales rep who tried it out in the store)
When I went in to talk to the manager, he was never available (I was told that his name is DAVE, but I see in posts from March there was another manager name mentioned in another review. Either they are rotating managers like crazy or the staff lied) Over 2 weeks we had come in to talk to that manager, who was either on a vacation, on a conference call or otherwise not available. I finally suggested to the staff that I would like to change the phone to a different one and apply the amount I had already paid for a phone that is not working correctly. And they said the COULD NOT do it. The phone is under warranty still, it is 6 mos old, the sales price on it is now 40% of the purchase price I bought it for (telling isn’t it?).
I think it is horrid customer service to penalize me by charging me full price to change out a phone that continues to have the same problem, it is obviously a design problem. I even had insurance on the phone, but they said I didn’t buy TMobile insurance, which was never offered, and frankly why do I need to buy 2 different insurances on a phone in addition to the monthly rate?
I will be changing my carrier, and I highly recommend AGAINST using this carrier. They would rather lose a customer than do a fair exchange for a different phone so I don’t have to keep changing phones.
Horrible customer service, considering it was equipment failure, and unresolved.

Short version: I’m appalled at the way I was treated here. There were 5 salespeople standing around, one of whom tried to bully me into getting T-​Mobile, eventually chasing me out of the store & yelling as I walked away.
Longer version: I was considering changing carriers, so I came to review my options. They asked for my SSN, gave me the hard sell, ignored my questions, & instead told me that I couldn’t get an iPhone 6 for $ 199 + tax with contract at Verizon because they don’t do contracts anymore, either. I said I knew this wasn’t true & just wanted to learn about my options with T-​Mobile but he got belligerent & condescending with me & wouldn’t stop. I said, «I’m sorry, never mind I’m going to leave.» He started yelling at me as I was walking out of the store asking why I was mad, & I replied because you’re BSing me. That’s when he ran after me, yelling «well go to Verizon & you’ll see, don’t take your anger issues out on my store.» I did go to Verizon, & got the iPhone 6 for $ 199 + tax. What a sleazy, lying creep!
My plan with Verizon is more expensive & it’s not unlimited, but there was NO WAY I was going to give this store my business after that. (Their phone customer service also seemed clueless, & the website didn’t specify if any of the phones on my plan were compatible with the network which is why I came to the store).
I have never been treated this way, so this store gets the honor of being the subject of my 1^st ever Unilocal review.

Really terrible customer service. The first time we signed up a year ago, they rushed us through the process and were very insincere. The sales person made the experience more complicated than necessary.
A year and a half later, my phone is braking down and I am still paying it off, the salesperson would not help try to find out what might be the problem or refer me to someone who would be willing to help.
Going back to Verizon. Better service there anyhow.

Really poor customer services. Just call the customer service or go online better than here.

I dont think they deserve ANY stars I’ve been here more times than I care to count in the past 2 months since i started using tmobile. I switched over at the insistence of my fiancé whose used tmobile for the past 15 years. Was not worth it! They made so many mistakes on our account that for the first two weeks they lost my original number when we went to complain they claimed to have fixed the problem and instead i didn’t have a line for 3 days. Their staff are smug and rude I’ve literally met with every single one of them more than once and none have been more snug or rude than Dominic I understand if you don’t know what you’re doing but at least refer me to some one that can help. Get your stuff together its been two months and are accounts still aren’t working the way they should. I highly recommend not dealing with this tmobile if you can help it.

Stefan is the new store manager that promised we would have our phone numbers transferred within 2 hours. this was Saturday.
It’s now Tuesday. I’ve lost business.
These guys are liars.
T-Mobile’s problem solving skills for customers are terrible. They couldn’t solve an interdepartmental issue.
Stay with Sprint.

JJ the sales associate was very polite and helpful in finding my wife the right phone, The manger Stefan was awesome in looking at my account and upgrading for us so we were maximizing our plan per cost. Thanks again for all your help.

I own a store next to T-​mobile. We haven’t had T-​mobile in the mall since 2007-​08. I was looking for unlimited plan for me and for my wife. Ones they opened I was a little bit skeptical because of old reviews. I went to store they have a new manager and new employees. Manager was great and real team member. Dominic helped me with my phone. He used to work at GNC and was one of the best sales people. He is doing same great job in this T Mobile store. I would say a lot of things changed in this store since last manager came. Almost all of the employees changed. A++ service and great deal on unlimited plan. They are saving me a lot of money.

I went to T Mobile at capitola Mall earlier today. I just wanna thanks «DOMINIC» a lot for helping me out. I really appreciate his great customer service. He’s a very humble and patient salesman. Two thumbs up for him.