T-Mobile

After moving to a new area and suffering from horrible service from AT&T, we finally bit the bullet and decided to move carriers. First, we just figured we would go with Verizon, others with that service seemed to have a-​ok experience. However, after a horrid experience at the Verizon store where they upsold, deceived and just were jerks, we walked out not sure what to do. That is when I found a site that tells you who has the best service in your neighborhood (or wherever) and how many towers each service has near you (
). To my surprise Tmobile had 4x the towers at home, work and most places we went!
So off to Tmobile we went. We worked with Rob and he was nice, informative and quick. We had a ton of problems unlocking our phones with AT&T, but Rob was there to help and offer a loner phone when I had trouble. He was very nice and the experience was pleasant. Best of all, we have tons better cell service and are saving almost $ 25/​mo! Score!

The customer service* at this location is terrible. The management is even worse.
I spoke with Emily who was unknowledgeable on the features of the phones and acted like every question I asked was an annoyance to her day. At one point another customer stepped in to help and show me his phone because he, too, could see I was getting no where with the staffer. When Emily did speak it was to bash Sprint, an employer for whom she worked for years. I made the mistake of purchasing a phone from her and it took over 7 hours for them to transfer the data from my old phone to my new phone. The time it took to update the phone didn’t bother me. In fact, I appreciate that they took time to make sure I walked out with a working phone. The issue is they had me sitting there for hours before they finally suggested I come back in 30 min. I did and the phone was still no where near ready. They told me «it should be very soon» but 5 hours later I still hadn’t heard from the store. Not once did I get a courtesy call to let me know it was still being worked on. When I finally called them to inquire they said the update was minutes away so I should come in. So I made my third trip to pick up my phone — I got to the store and it still wasn’t ready.
When I asked to speak to the manager (Jesse), it was evident where the employees got their lackadaisical attitude towards customers. Jesse took no responsibility for the negative experience and, in fact, blamed my phone for the length of time it took to make the transfer. To his credit, he did ask if there was anything he could do for me. I suggested throwing in a screen protector ($ 5 retail). He refused and stated it wasn’t their fault my phone fought them at every turn (what does that even mean?!). What appeared to be a gesture towards repairing the customer relationship was actually a superficial statement with no backing. In short, Jesse was useless and left me feeling worse about an already negative experience.
*Staffer Sky was incredibly helpful. He did not originally assist me but did offer me a loaner phone when I made my third trip back to the store to pick up my not-​yet-​ready purchase.

I was sold a phone that I thought I needed that later found out through T-​Mobile IT that I did not need the phone and my other phone was OK T-​Mobile will not stand up and give me my money back or A phone equivalent to my old phone. t-​Mobile has horrible customer service overall and at this particular T-​Mobile store he dishonest manager

Crappy service and clueless customer service I do not trust this store with any advice on plans, they tell you one thing then you go home and see the difference online and they will not correct it either, they let me leave totally unhappy.

Have been trying to think of an excuse to move my wireless service from AT&T and think I’ve found the answer. I signed up for the T-​Mobile Test Drive — they send you a iPhone 5s to use for 7 days at no charge. Had the chance to take the phone up to the mountains — service seemed good, coverage was good where I expected and not so good where AT&T’s was weak as well. LTE data was screaming fast — sitting on the deck at the Kenosha Grill in Breckenridge, the T-​Mobile phone was seeing almost 30 mbps while the AT&T was barely at 4mbps. Spoke with the guys at the Southglenn location and they were well informed and super helpful. While it’s still too early to say for sure, the guys at T-​Mobile seem to have earned themselves a new customer.

Waited and waited and waited some more for help in this store while two salesmen took their sweet time… no attempt to hurry along while other’s waited. I finally left after one clerk asked, «Do you have a quick question?» while helping someone else and answering phones as well. I felt less than a valued customer and I’ve had T-​Mobile for years. Not impressed.