T-Mobile

When I came into the store, everyone greeted me. That make me very happy about the customer service experience and let me know that it was going to be a good one. This guy named Steve help me, and he had the best customer service in there. That’s what it seems like when he was helping me I won’t forget great experience like he upheld. I will go back there when I am in the area, without hesitating. Good JOB!!!

Hours of operation are actually 10−9pm so this location is open later than any others. Great Team of people there!

I found the staff very helpful. After I unlocked my phone, I was able to call into the store to complete the switch from my previous carrier. Onzelo was very quick to set up my account when I came into the store. I believe it was Pierre who helped me on the phone to rescue my number from AT&T. Maybe it should be AT$T. Painless process and now I am saving about $ 100 a month in cell phone bills!

In the past my experiences at this store have been pretty good but the last one has prompted me to write this review. The phone I’d had for 2 years, with 2 payments to go had stopped working more frequently. The guy I talked to said, the phone is «old» and that they could try to get it fixed, but really I should upgrade to another one. He took me directly to a very expensive phone before asking me any questions about how I used a smart phone. I did get a new one but with many fewer bells and whistles. This young man reminded me of a hustling used car salesman. If I hadn’t been so tired and in need of a phone that worked, I would have left but I needed a phone that same day.
I’m assuming they’re trained to treat customers this way but I am going to go to another store to see if I can avoid salespeople like that.

For a long time, I hadn’t been a big fan of T-​Mobile (even though I’m from Germany. But T-​Mobile back there has more the position of Verizon here). So now with their «UN-​Carrier» campaign, I got intrigued. And since they offer you to test «drive» their network, I thought I give it a try. So I signed up and a few days later I got a brandnew IPhone 5S with no questions asked for one week for free to use. Just drop it off the nearest T-​Mobile store and done. So this worked smoothly as promised. Then the reception and speed really blew me out of the water. It was sometimes even faster than my Comcast internet router at home. Honestly, I don’t really care if T-​Mobile does not cover as much as Verizon… I hardly spend time in South Dakota or Oklahoma… and here in the Bay Area, the reception is sufficient.
So this, plus the promise to pay my termination fee convinced me to move from Sprint (since I like the manageable price with the unlimited plan). You get the phone and a SIM card and be good (which finally allows me to pop in any SIM card worldwide). They even offer you service in a lot of countries worldwide and in most parts of Europe for free. At least the data. And the calls for a decent rate.
Anyway, when I finally got my new phone, I had to get back to the store to get a credit for the time of my contract that I hadn’t used while waiting for my phone. So nothing is really perfect and I’d have given 4 ½ stars because of this but decided to be generous and opted for 5 stars. So I explained this to the guy at the checkout what the guy who sold me the phone told me (which I don’t really like cause something always gets lost in this he said she said). But as it turned out, that guy was the store manager and exactly the guy I was supposed to go anyway. So after explaining my situation he told me that I would have to call the help line. Which immediately pissed me off. Since this was not what the other guy told me. And the prospect of talking to yet another guy on the phone after waiting in the cue just freaks me out. So either the manager sensed my growing dissatisfaction or just didn’t want to deal with the hotline either, he pragmatically offered me to give me a credit for even more than what I thought should have been removed from my account. So within 5 minutes he took care of my issue, signed me up for recurring payments (so that I didn’t have to do it) and earned a satisfied customer.
And yes, be prepared to wait. But this is more a sign that people are switching to T-​Mobile than of bad service… but this is just my opinion.
In any event, they delivered. And when there was a hiccup (not caused by them but by corporate policy), they took care of it. Fast and efficient. So thanks and I hope you keep up with your great service.

I have been here more then several times to get all set up since switching from other carrier. We have been helped by David and store manager Onzelo they were all VERY friendly and efficient.
i don’t understand why there are bad reviews about this place. i come here very often, and I’m always greeted. when i first visited the store. They ask me what i need, and assist me by signing in. Okay, I know what you’re thinking… but I’ve been through it all. I was with Verizon, Sprint and Metro PCS. But I have to say the customer service I get here is fabulous. No matter what is wrong, these guys seem to fix the problem and make me smile.
Again The staff here are extremely sweet and they really show that they care about the customer service they provide. enhance the usability of the product. Therefore, I highly recommend you try this location. I give them a five!
Thanks again guys!

The staff here are very personable and mostly helpful, but there is usually a pretty long line, so expect a 10 – 15 minute wait before you get any attention. It’s a small store with a pretty limited selection of phones and accessories, so not great for trying things out. Still, it’s usually better than waiting on the phone for customer service.

I guess I really shouldn’t be surprised that the T-​moblie staff in the ghetto store was useless but for some reason a mixture of being pissed about having a $ 600 paperweight, the long wait while the sales man tried «smooth» talk a woman into buying a more expensive handset and the ridiculous $ 50 «loner» phone they were trying to lay on me culminated in my being more than unhappy.
Long story short, My GS3 (a $ 600 phone, that I got on discount for locking into a two year contract) is hard bricked, wont turn on nothing… it’s in warranty, I contact tech support last night & they guy say’s no problem we’ll send out a new one… what the guy fails to mention in that the phone is ON BACKORDER and they have no idea when it will be in. They guy says to me, go to the store they will give you a «comparable» loaner phone (nothing about me having to pay $ 50, nothing about it being a beater phone with no calendar or email functions) yet I’m still locked into paying for data service even though I can’t use it & I have NO IDEA when I’ll get a replacement for the phone that is less than a year old!
All of this upset may have been somewhat offset had the guys in the store not been such sleezeballs, if it was me working with a customer in this situation, I would have been more understanding at the least, maybe it’s true there was nothing they could do, but they didn’t even attempt to make it look like they cared let alone tried to help in any way.
I ended up asking what it would cost for me to break the contract which was $ 200, I figured that plus whatever the cost of a phone with a new contract from another carrier that stands behind it’s products would be better than going through this a second time. Adiós Tmobile… wasn’t worth the 9 months of screwed up bills, dropped calls and ghetto customer service.

I went in just to get monthly plan prices for the iPhone 5 and was laughed out of the store by Onzelo who thought it was hilarious that I didn’t want to run my credit. That kid might have actually had a sale because I actually plan on switching carriers but now I will just call in to switch plans instead of going back to see that guy… fail.

I went in after having problems with my phone sending and receiving voicemails and text messages. I have dealt for long hours with tech support over the phone only to get the run around. At the store, my sim card was replaced, which did not solve the problem, erased a lot of info from my phone, and now my phone gets even worse internet access and crashes several times a day. I can’t get directions on the map app. I was told that my phone could be replaced if that didn’t work, but now apparently they won’t replace it. I was told to buy a new one, even though this is a new phone.
This location did want to help me and tried when calling did not help. But some of the staff were very unprofessional.