T-Mobile

I have been here twice, both with issues. I was treated so politely with the most «can-​do» attitude I’ve ever experience in T-​Mobile. Thank you guys so much for being so kind!

Well well well, where do I start ! I go to T-​Mobile store to pick up a phone on a new account I set up over the phone ! I’m arrive at 9:45 the doors didn’t open till 10, I chatted with two customer whom were also waiting to go inside, I even let one of them go ahead of me because all she had was a monthly payment and I was getting a new phone. Mind you I called T-​Mobile prior to going to T-​Mobile store two days earlier and it took me an hour 45 minutes to get everything set up and they told me to go to the store and pick up a new phone under my new account. When I arrive it seems my account had been canceled for absolutely no reason! the associate helping me goes by the name of J. C soft spoken Latin (I think) kid. I explain to him i wasn’t frustrated because of him but because of the situation & not to take it personal Before hand ! I’ve been working in customer service for six years I think I got this down pat ! I tried to explain the story to him he didn’t seem to want to listen but to keep reminding me that he’s just trying to help and I need to relax ! I never once raised my voice ! Called him out his name nor blamed him for the cancelled account but yet my calm Demeanor still seemed to annoy him? Or was it the fact he had to do this much work as soon as they opened? He refused to listen to what I had to say so when he called corporate on the phone he had to keep stopping and asked me questions I would’ve told him before he even called, Unprofessional! Then while he’s on the phone with customer service I’m trying to get his attention so he could ask the man a question he completely ignores me then hangs up ! then ask the very question I was trying to get his attention for. UNPROFESSIONAL ! Now that ! that may have made me a little cranky but yet I still did not raise my voice I did not disrespect! I then told him hey if you would’ve just paid a little bit more attention to what I had to say you wouldn’t have to ask me that very question I’ve been trying to ask you! He says «you know I don’t have to help you if you want to talk to me like that I’m just trying to help you I don’t have to remember I don’t have to if your going to have that attitude!» Umm Excuse me? Isn’t this your job my suggestions are offending you? I told him very politely, the number one rule of customer service is the customer is always right even when they’re wrong! And furthermore you don’t threaten somebody by telling them you don’t have to help them and on top of that word from the wise ! Try not to take everything so personal! Just fix the damn problem the best you can. Long story short ! I picked up my debt card told him «thanks for nothing, and walked out that store !» I called t-​Mobile customer service telephone number and I fix the problem myself and got a new phone sent to me and I should be receiving it in three days! Looks like T-​Mobile should get customer service classes to their reps! ASAP!

Tmobile have a promotion 10GB of data for each line so I decided to check out this store by my house. I brought my family here to open 4 new lines since i just have a new iphone from AT&T and was wondering if i could use this phone for one of the new line. The manager name Trent ask me to see my phone so he can have his staff Lydia to check if my phone was unlock so i can switch service to Tmobile. Lydia open my phone and said «I THINK it’s work» then i told her to make sure test it first cause I got it from AT&T. She took out my sim and swap with Tmobile simcard and told me for sure the phone is already unlock.
so, I decided to open 4 new lines and buy 3 more phones from them. It took her 3 hours to do the paperwork and activated 4 new number. After 3 hours of waiting for her to finish then realized my phone doesn’t support the new simcard she just activated for me. I was so mad because i asked them many time to make sure my phone work with Tmobile before i make my descision. She start to give me attitude when i complained and ask me if i want to trade in my new phone for $ 340 or I have to call AT&T request to unlock the phone for me. Hello??? My brother paid $ 819 for this phone and it only have been 5 days. I asked to speak to her Manager and then I get an attitude by both of them. He ignore my problem and keep on helping other customers until I told her that I want my money back and cancel it all. He finally came and offered me $ 50 credit/​month for 2 months and again my phone cost $ 800+??? how about 4 months that’s the max i can go for, he said. I left the store and call in the 1 800 number to complain and realize this store is not a Tmobile corp store but Tmobile Leased only. Don’t go here if you like to have Tmobile service, makesure you ask if they re real Tmobile store but not a stores leased and operated by someone else.

Always come here to pay my phone bill as soon as I walk in this girl helped me something I did like she didn’t ignore me but once talking to her «TERESA» needs training asap I work with customer service something she doesn’t have I was going to pay different transactions and she did not do it she ended up wanted me to pay it all at once she doesn’t LISTEN to what customers want she didn’t know anything she kept asking a girl what to do thanks to a blonde girl she really did help she also did all the talking for TERESA cause she doesn’t know how to speak to customers blonde girl you can tell she’s well trained and speaks with respect Teresa didn’t she kept rolling her eyes she needs one to one training not just online training anyways im really disappointed bc I couldn’t even pay my bills for a mistake she did Never again will I go with her ! Really rude girl

Went in to have my dad put on a family plan and was greeted with a pretty long line. We did wait a while but when Chris k was able to help us out he helped us get everything done in record time. Not sure if the mgmt here reads these, but that dude’s an asset, treat him well.

This is a late review, in OCT 2014 my contract with Verizon was up, so glad about that. Hubby recommend T-​Mobile. So, I bought a phone online, and went to get T-​Mobile to start their services. It wasn’t anyone’s fault for taking as long as it did for setting up. Verizon was making it a little bit harder to transfer over.
The customer service was very helpful, and patient with the process.
Fast forwarded: FEB 2015, I needed a cover for the screen, and the sales associate was very helpful and even put it on for me. She was patient and careful putting it on. Thank you for that.
Plus I was in London and Paris DEC 2014/​JAN 2015 and got coverage for my cell. I could text and call w/​o any problems. I highly recommend T-​Mobile to anyone, price, coverage, etc. Very good.

You know, I’m paying a good amount of money to a company who must not train their retail associates very well on customer service.
I suggest greeting EVERY customer that walks in the door, treating them respectfully and getting OFF YOUR phone to acknowledge them. «There’s a wait. I’m almost done.»
Umm. Alright.
WE are paying customers. This is YOUR job. You wouldn’t be getting paid if there weren’t any customers.
That being said, there are plenty of other locations with associates who would go out of their way to make a customer feel wanted.
Step up your game.

I went in yesterday to check out phones and plans. Guy in there, Mgr. I hope not, was rude, not just to me but to others. All he cared about was the up sell. Older lady came in wanting help with her phone because he daughter changed something on it and she wanted it changed back, and he had the nerve to tell her that he couldn’t fix it because it was too old, she countered with, «I bought it here, in this store». I thought this was a new store. A man came in and wanted prices, and the guy asked how much he was paying now, and the man told him. Guy said, «Well I highly doubt that», pretty much calling the man a liar. There were other things too, when I wanted to check out what kind of features which phone had what, he said, «really, you want to know that?» And continued on with the snotty comments. Worst customer service over. It was like a SNL routine to see how much a customer could take. Walked out.

Took the time to walk me through All My options, and hooked me up with an upgrade I didn’t know i was eligable for at no cost. Christopher C. Was very knowledgeable and super helpfull. I’ve been with T-​Mobile for years and I never feel I have to wonder If I got a good deal… No contract means full price on Phone upgrades, but they have a full price spectrum of devices to choose from. I was not sold a Phone, but served as a valuble Customer! Thanks Christopher!