T-Mobile

ABSOLUTELY THE WORST CUSTOMER SERVICE HERE. DO NOT COME HERE BECAUSE THE MANAGER (LUIS) IS A MAJOR AIRHEAD AND EXTREMELY RUDE SON OF A BITCH.
I came in to swap out a SIM card that had been cancelled, and prior to dropping in I already called Customer Care to notate the account about it so they would not charge for the replacement of the nonworking sim. Walked in and was served by Luis, explained that I was in a rush, but already called ahead of time and ALL I needed for them to do was to get my service which I pay for back on when this old sim stopped working. He said I am behind 4 people, and cannot service my need even though he’s standing around doing nothing, and 1 other associate also standing around chatting with him. After 30 mins, he got me someone, then together they laughed among each other speaking Spanish (is this even respectfully??), taking their time at pulling up my account and information, then finally said, «$ 16 please!» I was like, «wait a minute, why? I’m swapping it out for free.» They said they can’t do anything about it because they don’t see the memo. I called back Customer Care from another phone and asked them to verify on it. While I was on the call, they let other customers go ahead of me and didn’t bother to ask for my permission if they can help other people while still not done with helping me yet, and did I wait in line for my turn? Yes, I did! I got a hold of somebody rather quickly and let the person speak to the manager to verify that indeed there is special instruction on swapping out the SIM card and I shouldn’t be charged for it. But these stupid guys again and again made the gestures to look over the notes on the screen, laughing to each other, speaking Spanish again, and still insisted that there was no notes, no memo that they saw. So the customer care representative said ok, she will be making ANOTHER notation about it (following the previous one left about the free sim swapping) so don’t worry, he should just give me the sim now. At that time I was already spending close to a whole hour at the store when I only had 10 minutes to be there, so I said, «you’ve got your verification through customer care as you wished, now where’s my sim because I’m wasting so much time with you guys?» He said exactly this, «oh your sim is here in my pocket, but unless I can see some memo here, I won’t be able to give it to you.» I swear they’re lying because I can see that they were holding me off knowing I didn’t have much time because I was in a rush. What memo do they need when the person from call center already said it is there, and she’s even inputing another one, so there won’t be any issue with issuing it to me!!! It’s just their system at the store lagging, either that or they outright lie! So at that point, I couldn’t be patient anymore but to reject their service, «let’s cut this crap! You guys are so unprofessional and stupid, I shouldn’t have wasted any of my time dealing with you at all. It’s a shame you’re a fucking manager, oh my bad, just an assistant one! Now go run this to ruins!»
This store is a ZERO for having Luis as ass manager and his Fernando teammate

THIS PLACE DOES NOT EVEN DESERVE A 1 STAR RATING. DO NOT COME HERE EVER! This is the WORSE and UNEDUCATED customer service ever. When you ask for a manager, they say they DON’T have a manager, what provider does not have a manager!!! I had gone and switch from sprint to t-​mobile and got a galaxy note edge, within 4 days of having the phone, the display went black and I was unable to answer calls or receive text messages. I had gone to t-​mobile and «MINA or RINA (SERENA)» informed me that it’s their policy in the CALIFORNIA area that they can’t replace my phone at the actual store and they have to reorder, not to mention she stated this specific store is ‘CORPORATE’ which that was BS (liars). Mina needs some major education and don’t need to work in an area where she needs some training, not to mention RUDE attitude. Girl needs to get some education in HOSPITALITY!!!

I’ve just experienced great customer service at T mobile on Story. I don’t know why they only got 2 stars. They deserved way more stars than that. I was greeted right away as soon as I walked in the store. There were around 5 people ahead of me, but the store manager, Kent, always checked back with me about the waiting time and how many people were ahead of me. He was very friendly and so does the staff. I got help very quickly by Maggie. I had some issues with my account activation so they had to call customer service on the phone. Kent always checked back with Maggie to make sure that they did it correctly the first time so I don’t have to encounter any issues later on.
Maggie and Kent took care of my issues. He did even waived the SIM card activation for me. I left happily and my phone is working great :)
Overall, I highly recommended this location. You might expect a longer wait but if it’s worth it with their great customer service.

I have never had such horrible customer service before especially from Serena (assistant mgr). Keep in mind we have been with Tmobile for about 10 years! what a poor representation of the company. tsk tsk

Excellent customer service here! Nynette and Adilene are absolute gems! I love that they are open late and the reps that I deal with are competent. The reps at my local Coleman center location are useless, so I don’t mind driving here or waiting.
Bonus points for ample parking!

The suckiest customer service ever! I came to the store a couple of times because I wanted to switch from another mobile carrier service. Basically I wanted to join an existing line that belonged to a friend who was already a T-​Mobile customer. He went to the Sunnyvale store where they told him all I had to do was give them his customer ID. So I called up at this store to ask them about other things like the ETF and other policies. The guy who answered was sooooo mean! He told me the guy with the customer ID needs to be present so I told him that the people at the Sunnyvale store said I just need to give his customer ID and he doesn’t need to be present. These were his exact words,“if that’s what they said at Sunnyvale store then you can go to the Sunnyvale store. In my store, this is how I do it.” Can you believe this? Worst customer service ever! Are employees allowed to behave like that with customers when phone calls aren’t being recorded? Unbelievable!

I came in there yesterday to get my iPhone 5s and those idiot cocky dumb asses didn’t even try to help me. When some lady walks in and two of those idiots went and asked her if she needed something. I got very upset and left WITHOut my iPhone. Tmobile check your amateurs Because I think a bunch of retarded guys would run this place better then them. Don’t ever come here. And fuvk all those mother fuckers especially the gays who wear the glasses! Dumb fucks! Just give up on your jobs you mediocre fucks! Your lady’s are getting fucked by me!

Do not come over here. This place is so unprofessional. They doesn’t care about you false information on whatever come out of their mouth. Employees are super attitude people yuck… This place is horrible… they don’t deserve even half of star.

DO NOT COME HERE! I called this store to see if the special about the Samsung Galaxy S 3 was accurate and I was totally misinformed by a male employee. He told me the phone was free with a 2 year contract, that today was the last day and they closed at 6pm. So I rushed to get there on time and when I get there he tells me only the downpayment of $ 150 is free after a mail in rebate and I would still have to make payments of about $ 400 on the phone… I mean… how the hell is that a free phone? I am super upset, DO NOT COME HERE PEOPLE!!! They just want to lure you in with false information in hope of opening a new line since you are already there. Ugh, so unprofessional

Good customer service, but be ready to wait for a long time to get helped.
Place is usually always busy, specially afternoons.
–1 for the long lines and wait.
–1 Traffic and parking in this area is just a pain in the …

came in here for info on their pre-​paid phone plans.
Liza helped me, she was very friendly and informative.
they have their home phone VOIP service only until the end of march, i guess it hasn’t been profitable for them. you can still purchase the service until then, and sign up for a contract, if you desire. the 2 year contract comes with a free router, it’s $ 10 a month for unlimited long distance and local calls. you can also go with no contract, and pay $ 80 for the router (wireless or hooked up to your internet modem) plus $ 15 a month. pretty reasonable cost, dunno about the reliability of the calls.
they have several different reasonably priced no-​contract pay as you go plans. their «even more plus» plan is $ 60 for unlimited text/​web/​500 daytime minutes. there are other levels of minutes and combinations, of course.
their pay by the day plan is $ 1a day (night, really) for use 7 pm to 7 am. calls during the day are 10 cents a minute. if you get that plan and don’t like it, you can upgrade to their other plans for no cost, keeping the same phone, including the even more plus plan. however, you can’t keep the same phone #, for whatever reason.
all of their phones work on their no-​contract plans, and they all use the t-​mobile 3G network. but they have some specific cheap phones that are 20 – 60 $ that they recommend for those options.
you can add unlimited internet access to talk plans on their «edge» network (not 3g, but is more basic) for $ 10 a month.

when i walked into this place the customer service was horrible, realizing this place was a rip off also i wouldnt come back here again.

The employees here are über-​nice and chill. I’ve never, ever had to haggle or push any of them to see if they know any additional deals or discounts they could tell me about, but would get in trouble if they did. They just… tell you. They go through the whole questionnaire for discounts (Work? Student? etc.) because they actually want your monthly bill to have what you need and nothing you don’t.
I don’t know for sure if it’s the area (Story and King) that makes the place feel really humble, but I’ve got a feeling that’s a big reason. Every worker there speaks fluent Spanish and English, and whenever I see a customer speak to me in English then go over to the employees and speak in Spanish, I have to grin… just that shared language seems to build a great community.
Star off because the line can seem realllyyy long, and since most transactions aren’t the simple kind, prepare to spend a while there. Plus one of the workers is the total opposite of the above description — she seemed pushy and rushed. But that’s only one person! Other than dealing with her, I’ve never had any problems at this store. :]