T-Mobile

My phone stopped working over the Memorial Day weekend. Phone would get hot and not turn off so I had to remove thee battery. When I returned home, I took my phone to T-​Mbile on Huntington Drive. I explained to the tech the problem, he opened the phone and told me there was water damage I was surprised because i’m very careful with my phone, but I could have laid it on a wet vanity. He told me my only option was to get a new phone at the cost of $ 800. I told hi I would take the phone home and stick it in rice, I did that of 36 hours and nada. I remembered about YouBreakItIFixit. Took the phone to them, again I explained what had happened to my phone and what the T-​Mobile tech told me. The YouBreakItIFix tech opened my phone and immediately told there was no water damage to the phone. The white tag attached to the battery was still white and not pink (pink is an indication of water damage). My phone just had to be rebooted, sure I lost text messages, but it only cost me $ 69 and not the price of a new phone I can’t be leave that T-​Mobile techs are so hard up for commission that they would lie to a customer. BAD for business. I hope someone finds this helpful and will seek a second opinion when it comes to repairs to your phone.

Worst customer service ever. Yesterday I took my phone in because I was having problems with it. Instead of listening to me, the woman plugged it into a charger they had and said, «There is no problem with your phone.» She didn’t allow me to explain my problem. I left feeling frustrated. I drove a couple miles down the road to the T-​Mobile store at Hastings Ranch. The woman there listened to my problem, played with my phone and found the problem. They are sending a replacement now. I will never use this location again. My husband warned me not to go there because he has experienced rude service there. I should have listened.

I spent my day off going round and round between this branch and the Highland Park one trying to activate the SIM card for an unlocked Lumia phone. (Turns out that the eBay seller hadn’t fully unlocked it, so none of the TMobile reps could help with that).
But noticing the $ 50 unlimited data rate plan special, I convinced my boyfriend and his brother to consolidate our phone plans. Doing so, I unwittingly nullified my corporate discount and the sweet Cellspot wifi router deal. After calling 611 and going to the Highland Park store (singularly unhelpful and unprofessional) to sort all of this out, we ended up at the South Pas store again. FWIW, the South Pas store IS a corporate store, closer to me than the Los Feliz one that the HP rep tried to steer me to.
I marched into the South Pas store hopping mad and babbling about the mix ups. Michael was remarkably patient, calling up 611 and walking me through the available options. When I complained about spending my entire day dealing with the phone and now the router, Michael spent an additional 5 minutes checking out the APN settings, going so far as to giving me an extra SIM card.
During all of this, another customer walked past and greeted him like a long lost friend. Clearly, I am not his only fan.

HUGO Helped with my phone settings in 5 min and he helped me a year ago to pair my phone to my truck. The store is great also the parking sucks because there is a STAR BUCKS next door. The store is still great maybe get a coffee before you come in and wait your turn.

I was a long time T-​Mobile customer who sadly switched to Sprint for a couple years. I was shopping for a new plan due to horrible service and first checked out Verizon. Once my fiancé and I stepped foot into this store we were so glad we didn’t sign up anywhere else. We were helped by Michael. He was so great answering our million and one questions. He sat with us for a long time while we decided what we were going to do and the answer was clear just from the informative and positive conversation with him. Once we signed up, he took the time to switch over our old phones to our brand new IPhone 6S’ (when mine gave him a hard time because it needed to be updated first, he offered for us to head over next door to Starbucks while he finished up). No sales pressure and sneaky tactics the whole time, which is saying a lot (based on our experiences with other phone companies). My fiancé and I left happy new customers of T-​Mobile and vowed only to come back and see Michael with any questions and/​or concerns in the future! (Awesome customer service which was way more than I can say for Sprint!) Thanks Michael!

I went to this location today to trade in my iPhone 5s for a 6s. I had tried previously at the Arcadia mall location to no avail because of a system error with my phone’s serial code, and after waiting two weeks and suffering multiple dodged calls from the rep there, I finally just went to this branch.
A rep named Hugo helped me out and he went far above and beyond what I expected. There was still the problem with my serial code, so he spent three hours calling multiple people trying to sort it out. If I had traded my phone in like I wanted to two weeks ago, I would’ve qualified for their promotion and saved myself $ 200+. As it stood now I would only get $ 100, but wouldn’t even be able to trade it in because of the faulty serial code. Hugo somehow worked his magic and got me the $ 200+ in credit AND was able to trade in my phone. All in the matter of a few hours rather than two weeks. The thing is I didn’t even ask him to do any of that, I had resigned myself to just eating the fees and selling my phone myself. He did it entirely of his own volition and spent time calling multiple departments to sort my problem out. It really meant a lot and was probably one of the best customer service I had experienced. He somehow gave me the ideal outcome from a seemingly helpless situation. I definitely recommend him if you need anything at this store!

We’ve been with T-​Mobile for several years and enjoy the convenience they offer with bill pay, locations and the selection of phones available. This store is our favorite because it’s in a nice area of South Pasadena and has a great selection of phones to chose from. I bought my wife the i-​Phone 6+ through their 0% lease program and feel this is the wave of the future. Apple hardly ever discounts new products, so I guess it’s neutral cost between the lease and Apple purchase outright. Something extra, my wife had a Samsung for 4 years and it finally died a cruel death of battery, which can not be changed on these phones. The kind T-​Mobile salesman, who just turned 21, was able to transfer her data from the Android to Apple platform for my wife, so she did not loose too much data. They say have the young deal with your electronics because they know more than us usually, at least when it comes to electronics…

Best customer service I’ve received in a long time! The rep helped us pick out phones, a tablet, and made an appt. to transfer over our contacts and pics to our new devices. I know if I ever have any issues I will come back to this location.

The last two times that I was here, I was treated well. This time I got May and she was really nice and new how to fix an issue with my phone. A manager at another store didn’t know how and I wasn’t happy. I hope when I need something again that she’ll be here. I actually used to drive to the Rosemead store that had an awesome manager, but I’m a bit too far for that now.

Standing in front the the store that closes at 8pm (it’s currently 6:30 pm) the door is locked and the employees are starring at us w a confused look on their face… Ummmm thanks for nothing!

I was here a few days ago and Angie helped me add a line to my account, she was really nice and informative. I was put on a really good plan for two lines unlimited everything $ 100 plus tax and phone payment. Angie was able to keep my brothers phone number and made the transaction easy and pain free. Glad I did since my 6 year old dropped it a few weeks later. I recommend this location and T-​Mobile to anyone. I used to pay $ 145 for Verizon for one line now I have two iPhone 6, unlimited everything, a tablet and insurance and my bill is under $ 150.

If I can give no stars, I would. The worst T-​mobile store that I have ever been to. There were only TWO women associates there and they give the most nasty looks as if drama was about to go down. I felt so uncomfortable that I CANCELLED my credit card once I walked out of the store. The lady associate #1 said the systems were down, therefore, she had to write everything down manually. I have been to ten T-​Mobile stores looking for the iPhone 6 plus for my mom’s birthday the last two days and drove all the way to south pasadena for the phone. And whatever happen to friendly customer service? The two women associates did not smile and projected the i dont care about you look. Sadly, the service and dishonesty was so horrible I said forget it. FIRST, the associate told me I was not able to start a payment plan for the iPhone, which upset me because just two days ago, i was given that opportunity on the first iPhone 6 plus I purchased at the Montebello mall T-​Mobile store downstairs for my younger brother who leaves to Philly for school tonight. When I told the lady associate #1 that, she asked me, «Do I have a payment plan on my account at this time?» I said no and explained why the iPhone 6 plus I purchased two days ago was purchased in full instead of being put on a payment plan. She was so rude in her response. She said, «Well I initially asked if you did or not have a payment plan.» Wow. That was not nice. So, I let it go and told the associate I will purchase the phone instead now since she says I cannot put it on a payment plan. I needed that phone that night. Then she says no I cannot purchase the phone. I was like are you serious! After debating and arguing how ridiculous it was, her MANAGER comes up to us and says I CAN buy the phone. Why did she say that I cannot buy the phone in the first place? I don’t understand. Once we got that over with, lady associate #1 begins to manually write down my card number and such. She looks over to her only other lady associate #2 at the store yesterday, Sunday, ¹⁄₁₁ bewteen the hours of 1:45pm-2pm-ish, and asks what the sales tax was to calculate my overall bill. The lady associate #2 with the meanest look on her face straight out said 9.75% is the tax without hesitation, but I knew something was wrong by the way her face expression was giving me. She may think she was not displaying any kind of expression on her face, but oh my goodness, she looked at me with HATRED and the I dont give a crap about you face. I have been a T-​mobile customer since i can last remember and I have never had this type of experience before, ever! Even the customer service rep over the phone was not sure why the lady associate say i cannot set up a phone payment plan or even purchase the phone in the first place. DISHONESTY! CANNOT TRUST THIS PLACE! THE LADIES THERE ARE RUDE AND DOES NOT DISPLAY ANY KIND OF CONCERN OR CARE FOR THEIR CUSTOMERS! I have filed a report with T-​Mobile customer care. You ladies are the worst.

Went in yesterday for help hooking up a ph. Went to another location and first and they said not possible. I needed to «buy» a phone from t mobile. Went to south pasadena and they nvr asked questions just complied to what I had asked. All the staff was very helpful and talked w me. Found my new «go to» store.

horrible service like pulling my tooth at the doctor office, just to pay my bill, when I asked to change my
plan to cheaper rate the sale girl told me to call customer service, she said she could
do it but wanted to call customer service what is going on here at this location? please
remember there are other cell phone store call at and t, sprint, target, that I might
switch to if this happen again.

I’ve attempted three times to get a rebate on $ 75 worth of accessories which I purchased from them.
First they said they could submit the request for me during the time of purchase, but they did not do so. When I called to confirm 3 days later, they said they had to resubmit it due to a system error, but they also failed to do so. Both times they were polite and courteous during the process.
This did not warrant a 1-​star review until I called once more a week later. The customer service agent said he couldn’t take any information over the phone, repeatedly insisted that I had to come into the store when I told him I could not, and hung up on me when I asked with a manager. I would cite his name personally here, but he did not state it (of course). For the record, he was the one answering their 323−256−5243 number on December 4^th, 2014, at 6:20PM. Here’s hoping your manager reads this!
Gabriela finally gave me the website so I could file the rebate myself after I called again shortly thereafter. She was polite and helpful during the process, but I am still highly unsatisfied. Four separate contacts to get a single rebate filed, and I still had to do it myself! Would not recommend to others.

PROS: Nice, cool manager.
Staff is kind and professional.
CONS: Parking is a bitch, not sure why? Starbucks? yuck!
Rave: I don’t know why they have bad reviews. I’ve been to the Glendale store-​stuck up bitch there. She’s lucky I bought my phone there. Pasadena-​okay, but one night I went there and I witnessed bad customer service towards a FOB which I didn’t like.
Last year I came to T-​mobile and they had great discounts. They had a toy drive which gave you more discounts. I brought my toy late, but they still honored the discount. They also accepted a return on a muse mini speaker I bought and used for a couple weeks. The manager hooked me up with a great deal and I bought a car charger and TYLT.
Well, the TYLT power bank is kinda expensive. A couple of months ago, I lost it at a seminar. My phone battery is slowly dying so I do not need to buy another charger. The cord on my charger was all shredded up and non-​functional since last year, that’s why I bought the TYLT so I could use it for the new phone I’ll eventually buy when I have more money. Last year, I asked them if I could just buy the cord and they said «no.» My adapter was fine. This cheap shit they make just doesn’t last. Even my ipad cord-​less than 6 months, same thing!
So, I called Joey a few days ago and explained the situation. I asked if he had an extra, old cable they could just give me because I don’t have money to buy another one or a new phone. He looked around and said ‘yes“and I came right over. It took 3 circles in and out of the tiny parking lot before I found a space. He was busy, but the guy who checked me in, asked Joey and he gave me a brand new cable cord (black) without charge.
Thank-​you so much for your great customer service.
I have to say that everytime I think about switching to another carrier, I think… T-​mobile has really excellent customer service ever since the beginning. Plus, they have the best plan rates if you don’t consider the cheaper low cost arms of T-​mobile, Verizon and AT &T.

Angie, not professional, rude and not good at what she is doing. She is good at one thing: insulting the customers.
Each time I thought of the experience over there will upset my stomach.

Although this is a crazy busy store, they have good customer service. Ask for Joey he had a ton of patience with my in laws. Very nice guy he explained everything good.

Who made this check-​in? cause its spelled incorrectly.
anyways this place sucks and is not a corporate store.
if you expect anything gratis DONT cause you’ll have to pay to activate a SIM or get ripped off for a new one. just go to another store

One word describes the South Pasadena T-​Mobile Store — PITIFUL.
PITIFUL SERVICE — The T-​Mobile service representatives don’t know their own product, don’t know how to set up a phone service agreement, and don’t know how to contact their T-​Mobile customer care service center.
PITIFUL MANAGEMENT — The South Pasadena store have unique «policies» that prevent them from working with customers and their own T-​Mobile customer care service center. The management is unreachable by their own South Pasadena service reps.
PITIFUL ORGANIZATION — These knuckleheads don’t know how to run a business, and you’ll end up waiting for hours and returning multiple times for simple matters.
Save yourself major headache, and avoid the South Pasadena T-​Mobile Store like the plague.