T-Mobile

I came in 45 mins before they close with a tough issue to resolve. I was helped by the most fantastic rep, Jorge. He investigated my case thoroughly, read documents, and made calls until we got it fixed!
I truly appreciate the exceptional service I received. You rock!

This review is specifically for the retail store on Sunset and not a reflection (hopefully) on the corporation in general.
Don’t argue with your customers. Don’t stand with staff and laugh at your customers. And certainly don’t do a range of things such as you did to force your customer to seek service elsewhere.
Which I happily did.

I’m thankful for Harold’s services (staff member) helped me through everything smooth and didn’t miss anything told me about all deals and what was to come thanks again Harold appreciate it greatly

I recently switched over to T-​Mobile from expensive Verizon. I wasn’t sure at first that I’d be satisfied since once upon a time, I was a T-​Mobile customer.
Well let me tell you what. .. not only am I satisfied with their telecommunications capabilities I am more so impressed with their customer knowledge and service. Let’s face it, in todays climate it’s all about what you know and how you make the customer feel at the end of the day. It’s the EXPERIENCE they will remember. It’s the experience they will either rant or rave about.
In my case, I’m raving and I can’t share enough of how impressed I am with the Manager Jody and her team member Hector. I entered this morning to «think» about moving over to Samsung and specifically the Galaxy 6 Edge. They have a demo cell phone available and while it felt good and was a decent size, I still opted to purchase an Apple iPhone 6. .. yes, I am an Apple aficionado.
The 128 GB and titanium space gray color I wanted wasn’t in stock at their store. I was advised it is sometimes a difficult GB and color to locate. Well, I reeeeeeaaalllllly wanted that ONE! So. .. Hector found it! At a nearby store. The manager there was going to put it on «hold» for me to pick up. However this specific T-​Mobile went above and beyond. They sent the Assistant Manager to retrieve it along with calling me back upon their return. This all transpired within a very reasonable time frame. Less than an hour and a half.
The exact phone with the exact storage capacity I wanted was now mine. Thank you T-​Mobile (Jody & Hector) for expediting my purchase and going the extra mile. I appreciate it and am a dedicated customer to your specific store because of this.
5 Star /​5 Diamond Customer Service = unparalleled service and commitment to your product and services.
See you all next time!

My HTC decided to freeze on me so i took it to get repaired at 3 different places. All of them said after tedious inspections that its dead and there is nothing that can be done. I stopped at tmobile sunset to get a warranty exchange because everyone else said my phone was never turning back on only by miracle. Wesley was quick to help me out and worked his magic and it suddenly brought it back to life. Much respect to the knowledgable staff at tmobile sunset!!!

First time coming in to upgrade one of the phones on my account. We have had t-​mobile forever and always buy our new phones from them online. Lost the Samsung Note 3 last night, went in on my 15 mins break from work hope to get the new Nexus 6 because I didn’t wanna wait to get the new one shipped and pay extra for shipping. The store manager and 2 sales rep said I cant get a new phone and need to have my name added on an account as an authorized user, we did and made sure and go back to the store, they said this is a fraud activity. I explained the situation if I didnt need a phone right away, i wouldnt bother coming in for help! I ask to pay for the full price of the phone so there wont be any fraud problem. The sales rep (Hector) said no matter how much I will pay for the phone, he will sell me the phone but wont activate it. Then he also said he cant help me and has the right to refuse service. The manager confirmed she cant help and what was done was just them doing their job. I called T-​Mobile back, asked for help, the rep apologize and said i would be better off finding another T-​Mobile store since this one wont help me. That was interesting and sad.

We just switched from AT&T to T-​Mobile and did so at this location. Everyone was friendly, helpful and super fast with the changeover here. We went in once just as an information-​gathering trip to check out prices and phone deals. We both have the iPhone 5s and I could care less about having the newest, best phone, especially since I cover mine in a hideous Otter Box since I’m clumsy as hell and break every phone I have unless it’s trapped in one of those unsightly cases which end up making my phone look like a Nintendo Game Boy.
I hate the new bullshit, pay full price for new phone garbage that every provider is doing now. I don’t want to pay $ 600 for a phone; not now and not over the course of 36 months. So our main concern was being forced into buying new overpriced cell phone in order to make the switch. Luckily, they told us we could unlock our iPhones and then use them with T-​Mobile and not have to buy a new phone. They did try of course a bit of a sales pitch to convince us to switch over to a new phone and a hideous payment plan, but the second we told them to F off (in so many words) they dropped the pitch.
We finally decided to ditch AT&T, which was charging us $ 200 for 2 of us on a family plan. The switch saved us $ 100 a month, so now our bill for a family plan for 2 with unlimited data, calls, and texts, only costs us $ 100, plus tax of course.
The switch took all of 15 minutes, same phones, same phone number, everything stayed as it was on our phones as well, no hassle, no trouble and no time wasted.
T-​Mobile gave us the card to a local guy who unlocks phones, but he charges $ 50 per phone. If you have AT&T and an iPhone, all you have to do is go to your AT&T account online and request to unlock your phone. They will then send you an unlock confirmation, you go to iTunes, back up your phone, erase everything, then restore your phone and it’s unlocked and ready to roll.
Two days after we made the switch, my husband went on a cross country road trip for work from LA to Miami and he said the service was awful on T-​Mobile through 90% of that road trip, he could barely even use the GPS on the iPhone or get any internet. We made this trip the last 3 years several times and I’d say we got 85% perfect coverage with AT&T throughout the trip as compared to the 10% he got with T-​Mobile. Once he got to ATL to stay with my family and stayed put in a major city for a few days, the service was perfect. Now he’s in a small town near Cocoa Beach Florida for a month and he says the service is awful. On the other hand, here in Los Angeles, I am getting perfect service.
He is willing to deal with the crap service while he is traveling in order to save $ 100 a month, since here at home our service is great. So, if you were thinking of making the switch, I’d say you’re great if you are in a major city, if not or traveling a lot you may have issues.

poor customer service. There’s a drag queen working there named blemish (parents must of been on crack when they named her) I only remember that name cuz it’s synonymous with blackhead you can’t miss her in all that theatrical makeup and over the top fake eye lashes and that wig ugh painful to stand in front of her while waiting for her to get simple thing done. This is daytime work at tmobile not rupaul’s drag show.
Maybe she just moved from Vegas IDK. she kept yawning and leaning her muffin top on the counter maybe her night job at circus disco kept her up too late the nite before. So not professional Her attitude and appearance a poor representation, so lazy, She won’t take any responsibility and will not go beyond her job description to assist. If there’s a problem she will pass the buck. Avoid this store there are others in the area. Tmobile in General has gone downhill

I was an AT&T customer. Tired of high prices and no unlimited data being offered. I came in to inquire about the ETF program they had been advertising on TV. Everyone was friendly but Douglas Rodriguez was outstanding made my decision easy on becoming a T-​Mobile customer. He explained everything and made me see where i’d be saving and where I’d benefits based on MY needs. I’m definitely happy with the service and the plan.

Horrible customer service.
I first received a letter saying they were going to start charging me less for my plan. That never happened, so I went in store to ask about it and they didn’t do anything.
I then received a letter saying I owed money, which didn’t make sense as I have auto-​pay and hadn’t changed my service.
I tried calling customer service, they did nothing. I went back in store and the guy barely looked at the letter and said I didn’t owe money in a tone that suggested I was an idiot because I couldn’t make sense of it. Then I asked if my plan had been changed? He gave me attitude again, and said that it was fine. So I asked why I had been receiving text messages from T-​Mobile about it, and again, with an attitude, he said there was no problem. He was aggressive enough to the point where I actually had to say, «ok, well you don’t have to yell at me», and he laughed.
Now come Monday, my phone won’t make any texts or calls, so I have to go back in yet again. I use to like T-​Mobile, but not so much anymore.

Very disappointed in T Mobile. Unfortunately, they had very bad service. I switched over from ATT because it seemed T Mobile had a better plan but had to cancel based on the network not being good. We cancelled around 14 days later and they billed us for the whole month and wouldn’t take away the charge…
I don’t recommend utilizing T Mobile at all.

I have had a jail broken, unlocked iPhone since before tmobile supported the iPhone but now that they support it, I needed to lock the phone in order to enable my phone as a tmobile hotspot. I was at the end of my rope. I had spent the morning googling how to activate the hotspot on an iphone 4, i had spoken to tmobile customer service AND tech support over the phone but they couldn’t figure out why my iphone 4 wasnt giving me the hotspot option in SETTINGS … GENERAL, like it was supposed to. They said it must be b/​c my phone was unlocked and the Apple store would probably have to restore my phone. I then spoke to Apple tech support over the phone AND visited the Apple store at the grove and neither were able to help me. They said restoring my phone would probably link it to whatever service provider owned the phone originally (I bought the phone used). After all that, I had pretty much given up but went into this tmobile location just for the hell of it and OH MY GOD, they saved the day!!! Bryan helped me and was SO patient and listened to my whole stupid ordeal and REALLY tried to help me. Even if he hadn’t been able to fix it (which he had), i would’ve at least appreciated how hard he really TRIED to help me. We figured out the solution that no one else could find. Turns out we had to enter some code called an APN (I think that’s what it was called) then restart the phone. Lo and behold, I suddenly had the hotspot option where it was supposed to be! Bryan was a lifesaver. I was going to cancel my hotspot service and possibly switch service providers altogether but not anymore. I’m sticking with Tmobile. And next time I need in-​store assistance, I’m going to this location on Sunset next to Ponkberry.

AVOID. T Mobile, by far is the worst carrier that we have had over the years. Customer Service-​the worst. Purchased a phone, paid for insurance for almost 2 years. The phone breaks. I paid $ 150 ded to have a new phone sent. They sent me a what appeared to be reconditioned phone that broke within 1 day. We send that back and they sent another phone which arrived in pieces. 5 days later they sent a replacement. That phone lasted 3 days before it blew up… literally. Won’t even power up. T Mobile won’t replace, won’t provide a credit for all of the money we spent, won’t assist whatsoever. I have lost business from this, money and about 2 weeks of time! Good job T mobile… I will make sure the entire world knows how you handled this situation.

T-​Mobile as a company totally sucks, and this store was not helpful either. I purchased a new iPhone over the phone (I couldn’t do it online because I was still under contract and they are now doing away with contracts.) So the only way for a loyal customer (6 yrs and counting) to FINALLY get the iPhone after waiting it out and sticking with them forever was to pay a $ 100 fee to get out of my contract. When I called their customer service I paid the fee, they changed my plan and I was able to get the new iPhone 5. On the call the rep told me I could take my old Samsung Galaxy S3 to any T-​Mobile store and trade it in. They would then give me a credit on my bill for selling them back my old phone. Seems simple enough, right?
When I went to this store they said they could not in fact do as their Customer Service had said. Phone trade-​ins can only be done at time of purchase. The rep at the store offered me no other help but to call Customer Service back. Thank for nothing, bro.
When I called customer service back I talked to Jennifer who first told me the store was wrong and that I should go back. Aha! Take that store guy! Or so I thought… Then she put me on hold to find a store that would do this for me. Her tune quickly began to change. Basically the only way for me to get money back for my old phone was to do a new phone exchange all over again. They wanted me to go to a store and buy a new iPhone again. Then send back both my week old iPhone and the old Samsung. I told them I had JUST finished downloading all my apps, moving my contacts and pics, downloading my music. I didn’t want to have to do that all over again. It took me 3 days the first time! Jennifer eventually pushed me up to talk to her boss Kenton, who was just as helpful as Jennifer aka not helpful at all. There was absolutely nothing they wanted to do for me. They offered me no goodwill credit, they wouldn’t let me send my phone back in, nada. Basically, I got scammed. I followed their instructions to a T and now have nothing to show for it but a perfectly good Samsung phone going to waste and a full price iPhone to pay for. At one point Kenton even suggested I take it in and sell it to Best Buy. Really Kenton? You’re sending me to Best Buy? You do know they sell phones and services there right? Might as well shove me into the arms over another cell phone provider. (Are these people dumb or just on drugs?)
To sum up — their customer service people have no idea what they are talking about and their buy back old phone thing is a scam, because they refuse to by back my old phone after they told me they would. Who wants to jump through a million hoops to get what they were promised? Not this girl.
T-​Mobile blows. Oh and that girl in the pink dress is annoying.

Once again true to. form I recieved horrific customer service
from this T-​Mobile location. Since my previous experience with
this store has always been poor I have done my best to avoid this
location. My voicemail went down so I came back here as its the closest
to my home, big mistake. After standing in line for over an hour, they are no stools
or chairs, they told me they had no. idea what was wrong with my phone
but did offer to sell me an i-​phone! I. have a new Android why would
I buy a new phone. Went to. T-​Mobile in Glendale by work. They
fixed my phone in 10 minutes! Stay away from this location. They
are clueless, rude and the wait times are unrealistic!

I don’t know much about this store but I just needed to write a review about T-​mobile in general. I would not recommend it to anyone. They have the worst costumer service I have ever experienced. I ended paying twice to refill my account which is too much for me at the moment so I was trying to get that other half payed back. I called the local branch and they directed me to the billing service. After talking to 3 different people telling me that it shouldn’t be a problem, I waited on the phone for 40 minutes just for the supervisor to tell me that they have a no refund policy. I’m glad that I’m switching services.

We called T-​mobile customer service to replace a lost sim card. Their agent told us we could pick one up at any T-​mobile store at no cost. Immediately after entering the store, we were offered help. Everyone was very helpful and we were in and out of the store in no time with a brand new (and free) micro SIM!

This T Mobile honestly kicks ass! B and Fee kept tears back when I have been having the worst Blackberry experience of my life. If any two people kept me with T Mobile service it would be them because honestly the online customer support could not SUCK anymore! I have been on the phone for about an hour getting transferred all around and no one can seem to figure out how to access my email. B and Fee you guys rock thanks for sticking with me and if anyone gives you crap they just are bad at life!!!
Xx — Madison!!!

I just called customer service, first agent spoke English with a heavy accent would not say where she is located, her name is Aurora and she was rude and disconnecte me. I called back talked to another agent with an (Indian) accent, she transferred me to the third agent, Harvey in Texas (sure sounded like Texas in India). Very heavy accent but resolved my problem after I had to repeat myself several times and having him repeat several times. I don’t think these agents are bad, they are just poorly trained. They have difficulty understanding the problem. They follow the script. And on top of it the voice quality is very poor for their connection. Another very time consuming situation and a very frustrated customer.

I have been a customer since 2006. My husband and I have unlimited text, unlimited long distance and unlimited minutes and we pay approximately $ 120 a month for two lines. I just upgraded to a smart phone (I know, I know — what can I say? I’m a bit slow with technology) and I got the MyTouch for tax only — $ 35 at Costco. I’ve been with Metro PCS and was happy with them in the past — just not their limited coverage. Very pleased with T-​Mobile. Will continue since I have heard nothing but complaints from AT&T customers and Verizon/​Sprint were more money every month for not even the same service plan.