T-Mobile

I had a great experience at this store. Amy was courteous and knowledgeable. I’d been experiencing lots of dropped calls with my former provider. She suggested that I try out their service with a SIM card so I could see how TM worked in the areas I travel every day. It worked perfectly. I saw more bars than ever ;)
Returned yesterday. Bought a spanking new Note 5 and signed up for an $ 80/​month plan. Here I’d always thought of TM as a provider of burner phones or prepaids. Highly recommended. They gave me a lovely credit for my old Note 3. Sweetness.

I always go shopping at the mall and I decided to walk into T-​Mobile. Since the very first day I have gone to Joshua. He explains everything very thoroughly and can answer any of my questions. Joshua also recommended me the best phone I can get. He is a great sales associate!

I just wanted to say that out of all the T-​Mobile stores I’ve been to, the customer service at the Watertown mall location has been by far the best!
They are all very friendly, patient and helpful thanks for all your help!

Very professional. No drinks on the floor, and everyone was eager to help me. I was assisted by Melkon and he was very knowledgeable. If you need a new phone or a business account ask for him by name. He actually tells you what’s best for you instead of trying to upswell you unnecessary shit.

EXCELLENT service! It took only 10 minutes to switch my phone from another carrier to T-​Mobile. This particular location was very efficient! As soon as I walked in to the store, Melkon, a retail store associate, immediately greeted me and asked if he could be of any assistance. I briefly explained my situation and 10 minutes later I signed up for a terrific deal: UNLIMITED TALK, TEXT & DATA. I was able to use my current phone without any hassle, too. I am glad I switched!

My first trip with T mobile was good, but when things got rocky, they got shady. I paid for insurance on my phone, it got a few cracks in the screen. No big deal, I was planning on jumping up to the Samsung 5.
Come to find out you can’t jump with a cracked screen, «No problem just use insurance», I say.
Turns out you have to pay the $ 180 dollar deductible to use the insurance, I was paying $ 20 a month, so I paid for 14 month of insurance, at $ 280 for a service, I would have to have paid another $ 180. That would have been $ 460 to get my screen cracks fixed!
The best part was the kid rubbing it in my face, I guess I should have read the 15 page agreement.
I just paid my last phone bill with them today and I’m switching to Ting. My daughters phone bill is $ 20 a month, with Ting. I paid way to much with T mobile for far to long for second rate service.
I switched to save money from ATT turns out I saved nothing and I paid much more buying roaming minutes every time I left Mass.
Save your sanity and use another store and another service.

GREAT experience here. Luis is absolutely fantastic and very patient with this old lady. I am VERY impressed not only with the great plans, but also with the incredible customer service!

Great location. Out of all the times I’ve been here I’ve dealt with Nuni and she’s been awesome! I am not sure whom everyone else has been dealing with but Nuni was helpful and far from careless, lazy, rude, etc. I got 2 new phones from them and it was a painless experience.

Went in today, was told they had some iphone 6 in stocked waited for a bit, then when it was my turn 5 minutes later none was left. I guess they didnt want to sell it to me because i wasnt going to sign up for their 80/​month plan plus insurance… O well not going there again.

Insanely rude and unhelpful on the phone. 1 word answers and little info offered. When I cross referenced my question with another store (Brighton), I discovered the Watertown store provided me with incorrect information via phone AND in person, thus wasting my time. The people working at this location don’t know what they’re talking about or how to help their customers. I did a deferred trade-​in from an iPhone 5s to iPhone 6 no problem at the Brighton store, while Watertown said I had to wait til launch day, come into the store for a new phone; and was very adamant about this fact. Woof.

I had a great experience at this T-​Mobile store. I switched over from sprint and I can honestly say my interaction here was better than any at the many sprint stores I went to.
They were busy but they went through costumers efficiently. These guys also knew what they were talking about which was refreshing.

Wow. If you like confrontation, argument, blame, redirection, and a wholesale redefinition of exemplary customer service, this place is for you.
I’d also like to compliment them on shielding themselves from the «liability» of putting my screen protector on because they did it wrong the last time (the «doink doink» of law and order came to mind). Nice legal maneuver.
Don’t sour your experience with an otherwise good cellular provider. Go elsewhere.

I saw the store rating, but hadn’t read the reviews when I walked in… and after 5 minutes I knew what everyone was complaining about. The girl who helped me was as dumb as a rock and had zero customer service skills… she kept cutting me off. Then when I started to ask her about the product she picked up the box and read the box to me. Ummm, guess what… I can read to. When I said «tell me about the product» you don’t need to inform me phones make text messages and calls and then regurgitate the three fast facts I already read. Also, received and earful of misinformation.
I left and went to the store in Brighton. It’s only 10 minutes away and they are a million times more competent and helpful.

The employees at this store seem to be mouthbreathers. I called the store ahead of time and asked for pricing on an accessory (internet router) offered by T-​Mobile ahead of time and was told $ 20.00. This was in-​line with blog postings about the pricing on the internet from people that have successfully purchased this cheaply priced router elsewhere.
After driving to the store and wait quite a while for a customer service rep, I finally getting ones attention. He begins to spout off that purchase of this router requires signup with their VOIP service.
Knowing this isn’t true and that it’s an accessory for sale, not a gift set aside for those signing a contract for service with a company I had avoided forever, thus far — I asked for a supervisor. He literally pointed at someone 5 feet away from him and went back to browsing the web, not attempting to get his attention or otherwise trying to make good on the other CSR’s price quote.
Avoid this store, it is only staffed by spineless employees that don’t proactively take control of an issue.

I don’t wanna work.
I wanna bang on the drum all day.
I think that’s what this store’s mantra is.
Don’t.
Just don’t.

if this place is anything like the store in Harvard Sq. — run!!! Usuaully staffed by the token 30-​something short guido white guy with the slick hair, GED, and not a CLUE about the phones/​service, then you have the 2 black guys who work at snail pace. Look to spend upwards of 30 min standing in line to ask a question, and the answer they give is «ummm…dahhhh…you should call customer service.» I think Tmobile operates by having a good system/​phones, and not wasting money on retail stores. Instead they don’t care about the retail stores and let them operate until they basically look like walking into a Bradlees or Caldore store that is just about out of business. Screw Tmobile.

Me/​Us: Well informed consumers, researches most purchases online, but rarely buy things online unless absolutely necessary. Walks into store armed to the teeth with specs, features, and prices floating around in head.
THEM (The Horrible EMployee): nincompoop. (wow! that word didn’t give me the «spelled incorrectly» red squiggly line, who knew!?) Asshat (got the squiggly line there…). Annoyingly incompetent. Yep, that about sums it up: annoyingly incompetent asshat nincompoop.
The Store: Arsenal Mall location is a plus since NOBODY goes there and the store is usually empty. Waiting in line for cell phones is teh suxxorz. The store employs THEM, which warrants a minus.
T-​Mobile: Overall I like the service, been with them for about 3 years and have no plans to change providers. I received a consumer reports survey regarding cell phone companies and gave them a very favorable review. My artillery of choice is a BB Curve which I absolutely cannot live without.
Customer Service: This is something they (managers) must teach THEM (see above). Blurting a snide remark to a perfectly legitimate question and then walking away is not an acceptable form of customer service. (yes, I am the «friend» Jylcat mentions in her review below).
Goal: Why can’t they (managers) see that if you can bring US and THEM together, everyone is happy? I get the phone I need, commission goes to THEM, and Tmobile gets a nifty contract. Instead, I get to waste my time with this peon earthling… I wonder if they have a retail store on the dark side of the moon.
US AND THEM. Rest in Peace Richard Wright.

Do not, I repeat: DO NOT go to this T-​Mobile location.
I went to this store during lunchtime (so the mall was empty) with a friend. We were both planning to buy new phones. Nice ones. We stood around for about five minutes, waiting for someone to acknowledge us, but no one did. One employee appeared to be talking to a friend, and the other was doing something at the counter, ignoring us. Now, I have never in my life walked into one of these stores without five people asking me if I needed help, so I should have know what was going to happen.
We finally asked the guy who wasn’t doing anything for help. My friend inquired on what colors of Blackberry Pearl they had in stock, and he gave a vague answer and had to be prompted to go actually check the stock. When he came back, he reeled off the colors and turned to walk away. It was obvious we had more questions, and my friend had to pretty much drag him back to ask him about the prices on the phone (they’re cheaper if you buy them online. BUY THEM ONLINE!). The guy actually shrugged, turned away and muttered «i dunno, i’m not on the internet.» and WALKED AWAY. KNOWING that I was also waiting for help buying a phone.
At this point I just said ’”Hey, let’s get out of here, I’m sure as hell NOT giving this guy a commission off of my purchase”. I made a loud comment about how it’s too bad we couldn’t get any help cause we were going to both buy phones, and left.
I’m really insulted by the «customer service». Clearly this guy hated his job, but this was way way way beyond any crappy service I’ve received in the past. I actually don’t think I could have bought a phone, because I don’t think this employee had the motivation to actually get the phone i wanted and ring it up, even if I intended to give him my money. Worst customer service evar… and I shop a lot.
NOPE.
Buy the phone online. They’re cheaper anyway.

My phone (a magenta Motorola Razr) had recently been stolen while I was in the hospital. I called to suspend service and ask where I could purchase another one. They gave me this location as the one closest to my house.
Now my first encounter with T-​mobile (in New Hampshire) was amazing. I had just dropped Verizon and was pissed. I went straight into the T-​mobile store (literally right next to the Verizon store) and they were more than helpful and willing to do whatever to make sure I left happy. And I did :)
By the time I had a chance to go I had already decided that I wanted to possibly upgrade to a Sidekick 3 (as a present to myself for getting an new awesome job). So I go into the store ready to ask a million questions. There were 2 men working… one was busy with another customer so I approached the other one (after 5 minutes of stadnign around like an idiot) who was literally standing leaning again the counter with his back to the store (minus one star for them not approaching me). This man couldn’t have cared less. He gave me very short answers to my questions and even at one point said «It’s time for me to go so we’re going to have to speed this up a little» (minus one star for poor customer service). Now I know most people are thinking this is my fault for not waiting for the other man to be available but… Um I’m the fucking customer and you’re getting commission off of my purchase… I’m sorry if you hate your job but you picked it buddy. Now there was no way I was leaving without a phone after not having one for almost 2 weeks. I continued to ask my questions which noticeably annoyed this man. He finally realized that I wasn’t leaving until I got satisfactory answers (which I don’t think is too much to ask for) and gave me more of his attention.
I did end up getting the Sidekick and am extremely happy with it. I will NEVER go back to that store for help again (minus another star).