T-Mobile

Just wanted to send out a big Mahalo to Jordan at T mobile @ Market City for going above and beyond to provide information on how to reset my S-​7 last Sunday at 5:30pm. I dreaded the thought of not having a working cell phone on Monday morning.

This is a great place to do business! I was greeted by happy, caring staff when i walked in the door very happy thank you all very much! I have to give a BIG shout out and Thank you to LOPAKA the staff member who took care of me! Five star service from this man, his customer service is Excellent he really cared and took his time to explain everything and get me the best phone and plan for my needs Much Mahalo’s LOPAKA!

We went back the following day. It did take a while to process which is why it is only three stars rather than five stars because the sales associate needed a code from the store manager. The store manager was taking a long time to reply back. I would like to commend Louisa for giving us better service. Because of her knowledge, I would highly recommend her being promoted to a manager position.

0 stars it should be.
We went in the store and someone said they would be right with us then we waited for awhile. After they started helping a customer who came in after us, I spoke up then a sales person helped us. She told us about their latest plan which we liked so we told her we would get our pin and old account number and be back. She then said we could make an appointment with her on her day off and she would come in which we did.
On the appointment day we called the store and the sales rep who took the call said the first rep would not be coming in but he could help us so we went to the store.
Although we told him the plan we wanted, he kept trying to upsell a more expensive plan and new phones even though we liked our existing smart phones and informed him of that fact. He finally told us that the plan that we wanted that the first rep told us about would not be available until the next day. He then said that, however, the more expensive plan was available now. This was either an intentional «bait and switch» scheme or incompetent staff. Either way they were not getting our business.

Thank you both Lilly & Mngr. Bryant for excellent customer service! Yes! They’re that good!
An extended appreciation to Bryant, your a awesome Manager, your service & professionalism can’t be beat!
This location has a team of excellence!

Good service :) She’s really friendly. But she forgot to put back the nano sim to my old phone. Other than that is good. Other T-​Mobile are sucks.

Worst T-​Mobile store ever! Came in and was never even welcomed. Then they randomly pick and choose who they help. I stood in that store for 15 minutes and they helped two other groups of people that came in after me. At that point I was fed up and left. Terrible customer service, actually no customer service! I wouldn’t recommend coming to this T-​Mobile for anything.

This is a review on tmobile’s connection. As per the contract, after using up my high speed data, it will be limited to 128kps. However my connection was limited to 15kps, which is ridiculous. Got in touch with tmobile but they said 128kps is the ideal situation. Well if i could get even 64kps i would be happy. Anyway just wanted to let people know their connection is terrible.

What is one of the first things to be successful for most businesses? One is product, I would have to say customer service would be second. I am in the market for a new phone so I had some time to kill and went to look at the different phones. From the moment I walked through the door, no one say hi, how are you doing, can I help you with anything? I was like ah ok whatever until I had some questions regarding some of the phones I was looking at. I looked around and saw a couple employees helping other customers. I also saw a bunch of them hanging around talking to one another. I guess talking story is more important than helping a customer. One of the girls chatting saw me looking around and as I started to walk towards them to ask for some assistance, that one girl turned around and walked towards the back. At that moment, I told myself that this was unprofessional and not a good way to run a business. I feel sorry for any company to have workers like this. I guess I will be looking at changing phone carriers or going to a store where they want to help their customers.

Kudos to this Market City location for employing a young, energetic, professional staff who, from my experience and observations, seem to always want to provide the best service to their patrons. My first encounter was with Courtney, who was very patient and helped explain the features and benefits, then my options of getting my iPhone6. Altho the store was busy at the time, she didn’t rush me but wanted me to understand what I was getting so that I would be satisfied with my purchase. I left happy, but after 10 days became agitated and frustrated because I was only using about 98% of the phone’s options/​features, and had difficulty understanding the product – probably because I am not savvy with this technology.
Went back to the store within the 14-​day trial period to return the iPhone, and this time met with Treston who was very personable, took the time to listen to my concerns and proceeded to do the return without making me feel stupid for wanting to do so (was told by others the iPhone is easiest phone to use.) To complete the return, he told me I needed to input my password to reset the phone and delete all my personal information, otherwise I’d be responsible for the full purchase price of the phone. Tried the password I remembered 3X but was rejected each time. Told Treston I couldn’t’ remember any other password, had to check my password list at home, but couldn’t return right away because I had to take my 5 y/​o grandson to karate practice and the 4 pm traffic would make it difficult.
He said we could do it by phone, so called him when I got home & checked my list; however, the password was the same I had tried at the store and still didn’t work. Then Treston asked me to reset the password but I started freaking out because I didn’t know how to do that. He tried to walk me thru the procedure but I started panicking because I still didn’t understand and my mind was on my grandson because I had to leave him at practice. Treston remained cool, and asked if I wanted him to try and reset the password from his end… of course I did… and he succeeded!
Obviously I am elated with personnel at this tMobile location after this traumatic experience, and cannot say enough about the entire staff for their friendliness and courtesies and for making me feel comfortable every time I walk in, as I have a couple other times.

My phone crapped out on me during my vacation and needed to get a replacement ASAP.
I was near this store and walked in letting them know what I needed and wanted.
Teresa was my sales rep and Daniel stepped in to help with some management over-​ride stuff.
Teresa was great explaining all of my options.
I’m not sure why people make a distinction between a corporate store or a licensed store. My experience is that the licensed stores have to provide a better experience since they are not supported by the big funds of the company.
Bad sales people are around in every industry and every company. They typically don’t last no matter where they are.
In this case Teresa provided an excellent experience!
I highly recommend her and Daniel!
Also, if you are at this location please ask for Daniel and thank him for his military service. He was deployed over to the Middle East preserving our freedom!

Thank you to Ryan for helping me out. He was very helpful. All the computers were being occupied but I was in no hurry. He was very nice and he was able to strike up a conversation with me while waiting. I was able to get my phone upgraded and the accessories were available. When a customer came into the store or left the store the T-​Mobile workers would greet them hello or goodbye.

Went in to «inquire» about getting a phone since my old one was giving me issues. The store was busy, but I was greeted by a nice gentleman asking my name & the reason for my visit & apologized that it would be a little wait of 15 minutes, no problem, gives me time to check out what phone I wanted. What seemed like less than 10 minutes I was greeted by Treston who exceeded all my expectations! Not only was he knowledgeable about the phone I wanted but he was patient & explained everything to me. His easy going personality made my visit seem more like a friend just trying to help out another friend. He wasn’t pushy at all which is a definite plus to me. So after going in with my mind set on only inquiring about a phone I actually walked out with a new phone. I say if you’re ever at t-​mobile in market city please check out Treston! He’s just awesome:)

Turn your fricken Alarms off! Every time we eat at Kaila’s in the morning there is an incredibly annoying beeping from the T-​Mobile store. Clearly not a crime happening since its sound only! So please… pretty please… Fix your shit and be a good neighbor.

First off this store is not owned by T mobile corporation. It is only licensed to sell T-​Mobile product.
1 had the worst experience in a mobile store ever!!! I bought a iPhone six by trading in my iPhone 4. The salesperson, who a later found out was one of the managers, tells me for the trade in I will save $ 15 of the monthly $ 32.00 for 18 month.
Then I get my new phone and walk out only to find out that only my phone number that where saved beforeMarch transferred to the new phone. Told to come back next day and waited 4 hours for my new phone and bought my computer to help. Let my computer over night and came in 3^rd day and still no progress.
I finally ask if they were corporate t mobile and the answer was no. I ask for my old phone back. They tell me I couldn’t have it. Although it’s right there in from of me. Then I ask how much I was going to be paying monthly. I was told I would only save $ 12 and that I was told the wrong numbers on Sunday. I told them it was an acceptable that a manage would tell a costumer wrong number and that I have spent almost 3 days coming back to the store for my new phone to have all my old information transferred. Masa, the manager then tells me I will get 2/​$ 25 card in the mail for the inconvenience if I keep the phone. When I asked for that in writing he said he did not have it in writing but should receive the cards in the mail in 6 weeks. I was like what! 6 weeks and nothing in writing. That was it for me. I could believe it. So we will see if that happens. They did not call customer service at all the whole three days…

Good experience! 1^st time visiting to shop for a phone at this location. My mobile device broke down on me on my vacay so I had to visit the Kapiolani branch store.
I was welcomed by a sweet young lady by the name of Theresa, She was helpful and friendly. Given me my choices and took care of me. I didn’t waste any time. I was happy with getting a new phone without spending an arm and a leg. I was also elligable for free upgrades too.

I’ll start of by saying I love TMobile. I’ve been with them for a long time and have been overall very pleased with my plan and service. So I rarely feel a need to review their site, but this location went above and beyond to save my vacation.
Day three of a week long Hawaiian vacation my phone stops taking a charge. I head on here and am offered to have it replaced under warranty however I won’t get the new phone until I’m already home. The loaner phone is not comparable to my broken phone and wouldn’t allow me to take photos among other things. This was a no go for me.
So Nina the store manager worked out an arrangement to get me in a comparable device until I got home without costing me extra money. I could not nelsons how far Nina went to finding me a workable solution and sorting my nerves as a proceeded to break down embarrassingly over the loss of my Nexus 5.
The service at this location is phenomenal as is their wonderful store manager Nina. I didn’t even have to wait more then a few minutes to be attended. Thanks Nina and TMobile for keeping my vacation awesome.

I have been a loyal T-​mobile customer for over 10 years. In fact, I have been loyal to this store for about 10 years. I have consistently received great service with no aftermath problems whenever me and my mother went in to upgrade our phones. In the past week, I went in with my mother (primary account holder) to upgrade my phone to the S6 because my S4 is breaking down on me. We were kindly welcomed by David who was very enthusiastic.
About 5 minutes of waiting, I noticed an associate just finished a customer and begins to walk around and «chill» with her other associate friends. I honestly don’t mind it, but figures since she looked liked a high school teenager. In the meanwhile, Anthony just also just finished with a customer and decides to take the initiative to see who he could help next. Still looked like a high school student, but seemed professional… or so I thought. Anthony was very helpful, encouraging, and sociable which made me feel that he was actually paying attention to his customer. I also want to add that we definitely established WHOSE line we were upgrading. After filling out all the paperwork and answering a few questions along with some small talk and a humorous demonstration of how a particular S6 case will protect the phone from drops, the teenage girl walks over and starts «hanging out» with Anthony. At this point, service started going downhill. They started to talk amongst each other… not that I want to be included in the conversation, but it definitely is unprofessional to set your customer aside just to have personal conversation with an associate which could be done… I don’t know… maybe AFTER you help the customer? After I was about set to leave, I just had one question about the transfer of my information since I understood that the new S6 no long had memory card slots. So in the midst of their conversation, I slightly waited for a pause in «their» conversation to try ask the question. Just as I found the opportunity and asked the question, they proceeded talking again. After a few sentences, Anthony finally asks if I had any questions, and so I repeated myself [was it really necessary?]. Anthony proceeded to help me with the issue and after it was done, I was ready to go home. Funny how Anthony had no problem in trying to promote all kinds of accessories and extra services to me, but forgets to ask a simple question of whether I needed any assistance on the transfer of information which is a question I was always asked by sales representatives in my past 10 years of experience with this store.
I am not a person who is on my phone ²⁴⁄₇ and I don’t get much calls, so about 2 days after this upgrade I decided to call one of my friends who proceeded to ask whose phone I was using. Suddenly, I found out that when I got the new sim card with the new S6, the new SIM card was attached to my mother’s number instead of mine. So now I am stuck with my current number STILL on my S4, and my mom’s number on the new S6 which rendered her current iPhone 5… with no service which definitely sparked an unnecessary argument. So I called into the T-​mobile store once again asking if I could speak with the manager. Tony stated that he was currently with a customer and he would gladly take down a message for him so that he can give a call back…2 days have passed and I still haven’t gotten a call back from this wonderful «Daniel» that people keep raving about on here. On that same day, I tried to give Anthony benefit of the doubt that this problem can’t be from his end, so I gave 611 [T-​mobile customer service] a try. In which the guy kindly helped me with the issue and after we were done, I had to wait at least 48 hours for the change to go into effect. 48 hours later and still nothing has changed, I called the T-​mobile customer service once again wondering why it still hasn’t been fixed. After reviewing the information, and «trying again» to fix it, I am required to wait for an additional 72 HOURS for the change to go into effect… I just received my new S6 last week and I need to go through an additional weeks worth of hell for this simple mistake. In my honest opinion, I am sure they still have some great sales representatives and I am not excluding the ones that have helped me or are discussed in this review, but they really need to get their act together…

The following is a customer service review of T-​Mobile located Market City Shopping Center.
I own a Sony Xperia Z1s, which was marketed by T-​Mobile and Sony as «The world’s best camera in a waterproof smartphone*…» Those very features are what sold me! I’m addicted to social media and need a strong camera with a phone that has fast processing capabilities. The fact that it’s waterproof was bonus! Unfortunately, the waterproofing was what proved to be an epic fail.
On Thanksgiving I wanted to take a picture of my niece swimming. So, after making sure the ports were secure, I dunked my phone halfway in wanting to catch a semi submerged horizon style picture, instead my phone blacked out and never started up again.
In order to dry out my phone, I placed it in a bag of dried rice with all the ports opened. After 24hrs the phone screen still wouldn’t power on; however, I took comfort in believing that either T-​Mobile or Sony would stand by their marketing word and make things right. Thus, began a sad endeavor.
On November 28^th 2014, I visited the Market City T-​Mobile location. I was greeted by «Training», who was very upbeat and pleasant. I felt a little bad for «training» not getting an actual name tag in addition to her training identifier. In any case, she was nice. She asked what I was there for and I explained that my phone was broken and I needed to see someone about getting it fixed or replaced.
Moments later Masa came out and took my phone. He shoved some kind of instrument into it then said, «It’s water damaged. I can process an insurance claim for $ 175.» I was flabbergasted. I pointed out the several marketing promises, explained that in addition Sony had just texted me last month inviting me to try their new apps, ones designed exclusively for underwater use. He told me it was the only thing he could do for me.
«…but, that’s more than half the price of the phone! The damn thing is supposed to be WATERPROOF!» I again explained. Masa offered no further help, so I asked for a manager.
Daniel came out from the back office several minutes later. Immediately, without inspecting the phone, he reiterated what Masa said. At this point, my frustration grew to anger; he hadn’t even looked at the product before making a call! Also, no one had even bothered to ask my name.
Daniel continued to spiel. I stopped him and asked him to explain how it was reasonably possible for a company to charge a customer for doing no wrong and for using a product in the way that it was marketed when sold. He basically told me that it had limits and I had obviously pushed it because certain indicators were missing and that he could see sand in the ports. It was completely unprofessional of him to make that accusation.
The indicator he was looking for was on the other side of the phone, which Masa pointed out. He would have known this had he actually inspected the device. I also pointed out it was not sand he was seeing but rice particulate, from trying to dry out/​save my phone.
I explained that I refused to believe there was nothing further he could do for me. He told me the only other thing he could do is send it in directly to Sony under a warranty claim but I would only be delaying the charge because Sony would say that it was water damaged; then Sony would send a bill through T-​Mobile that I’d end up having to pay anyway.
Again, I asked, «Why should I get charged for using a waterproof phone in the water?»
In a last attempt with Daniel, I explained that I’ve worked, trained and managed in retail. I told him I suspected he surely had to be empowered to do SOMETHING to lessen the blow: a credit, a «damage out», SOMETHING! He was cocky smug and said, «Well not with this company.»
I realized he wouldn’t budge so I asked him who his boss was. He snapped, «I AM MY BOSS. This is it.»
To which I replied «Bullshit. Everyone has a boss. Who’s your regional manager? I want to talk to them!»
He shut up for the briefest of seconds and then said «He’s only going to tell you the same thing.»
I demanded to know how to get ahold of him but he refused to tell me how or give me his number. After arguing he finally agreed to TEXT him. After several minutes, when there was no reply to his text, Daniel told me he would have his manager CALL ME.
«HOW!!! ON WHAT PHONE !!!», I snapped. A dumbfounded look on his face, Daniel said that he would talk to his manager and have him email me. I have yet to receive any contact.
This was hands down THE WORST customer service experience I have ever had. The most pleasant thing was the greeting by «training» and I can’t even credit her by name.
The interaction with both Masa and Daniel was nothing more than regurgitated spiel. I understand that perhaps, they were simply doing their job; however, when it comes to customer service there are two sorts. «Those who do their job, justly» and those who «Just (bare minimum) do their job».

WOW just got my LG G3 today and I’m happy to say that it was all due to the work of the amazing sales associates. Kalvin and Daniel, who have opened up my mind and guided me to Team Android.
I used to be a strong believer in Apple’s iPhones. But after the sad loss of my beloved 5s, I was warmly accepted by Team Android which showed me the way to free apps and awesome quality phones that are actually quite worth their prices.
Coming here, my plan was to simply pay for the remaining of the 5s and be on my way, hoping to avoid the long wait. Upon entrance, I was cheerfully greeted by Kalvin, who recognised me from before. After much patience and explaining from him and Daniel, I decided to settle with the LG G3. BEST decision I’ve made, phone-​wise. Im loving this phone so much! Also, thank you to David for showing me the awesome automatic selfie feature.
I used to fear going into T-​Mobile stores. The long lines and impatient associates from other locations drove me away. But this store is way better– tenfold. Parking isn’t bad either. I was in there for about an hour or more, yet Kalvin assured me it was not a problem. It wasn’t too busy that day, and he went into detail about the cool features and widgets from the phone. This shows a lot about their excellent customer service! Although my old phone took a while to process due to another sales associate using the computer, it gave me lots of time to learn about my new baby.
Thank you so much! T-​Mobile knows how to keep their customers more than happy :)