T-Mobile

We upgraded to a new phone and they were courteous and definitely helpful in moving data from the dead old phone.

My brother-​in-​law is on our account presently, he had hardware issues with his phone and T-​Mobile sent a phone that was in worse shape than his original as a replacement, so he ended up doing a Jump! upgrade at this store. So, this is where things completely went south and the nightmare begins, with the store and customer support.
Basically, I was informed that a trainee did the upgrade, so it was originally difficult to be mad about what happened until things really hit the fan. However, this also indicated to me that the trainee was not properly supervised or trained, as when the Jump! upgrade was done, they completely and utterly botched it and destroyed our account. The upgrade was done on the wrong phone, on the wrong phone number, and has caused headaches since February (it is now June). This also seemed difficult to comprehend as the Jump! was mistakenly done on my wife’s phone and not his (yes, she is a female, and obviously he is male, so this seems like it would be difficult to make this sort of mistake considering a male person is standing in front of you signing the paperwork) I have still had to call T-​Mobile customer support three times this month to fix our bill, this last bill, by the way after it was «fixed» again being $ 366, me thinks not and I shut off our autopay and refused to pay this time until it was fixed. Due to it being done on the wrong line, they claimed that the phone wasn’t returned and continued to attempt to bill us for it even though the phone was returned, they just didn’t receive the phone they expected due to the complete botching of the upgrade, and every call and store visit just made the account worse as a seemingly simple task of fixing the account so the correct phone reflected the correct number. It is still unbelievable to me that correcting something like this is an insurmountable task apparently, as each time I would explain what happened, what phones we actually have, and what needed to be done to fix it, point and click the mouse on the account management system and all is well again, right? WRONG! That would make sense! The reps at T-​Mobile tried, I think they really did, and a couple of the managers that we happened to time right and have at the store the last visit, also seemed to really try.
As of 6÷14÷15, I think our account is finally fixed and everything sorted, remember, this all started in FEBRUARY.
I have made a decision based on this experience though, I will be paying off my phone and my wife’s phone (if a balance is left at this point), dumping the Jump! plan and coverage, and this isn’t happening again. I have bought phones off of eBay before with great results, so in the future I will be buying phones from eBay if necessary that I verify are compatible with T-Mobile’s system and not doing the Jump! thing ever again. I can also get the phones at a fraction of the price, plus the 925’s we bought from T-​Mobile are on eBay at a fraction of the cost a few months after picking them up in excellent condition, same with my bro-in-law’s new HTC phone (half the price).
My advice is this, if you are in a position to do so, dump Jump!, the replacement insurance (by the way, this is the first time I have actually carried insurance on any of my phones, waste of money in my opinion unless you destroy your phones every couple of months), and save yourself some cash and headache in the long run and buy your phones elsewhere. Just doing this I anticipate will cut our bill by almost $ 40/​month in eliminating the two Jump! plans and phone EIP payments. Think about it.

Bad customer service. Bought iphone 6. There was signal problem with the phone. Took phone back to store spoke to Kayle he said could be defective sim changed the sim and said if the signal problem persists bring it back we will exchange it with new one. I went back 2 days later since the problem was still there the customer service guy (don’t remember his name) said we can’t exchange the phone take it the apple store. Really why would I drive six miles and wait for 20 mins to hear that I have to go apple store. Why didn’t I was told to go to apple store at first. Bad customer service waste of money and time.

I went into the store to get the $ 30 plan. The phone was supposed to be $ 29 but they charged me $ 79. They also put me on the $ 60 phone plan as said it would be changed later. The gal gave me a bunch of extra stuff… ear phones, protective case and then said the total was $ 133. When I got home, the receipt said $ 91.39. I paid in cash so I have no proof.

Terrible! Do not go here. The rep acted like he was nice but added a bunch of stuff and lied to me multiple times. First of all the thing that estimates how much internet you’ll probably use said I would be under one gb. He said I had to start the first month with 3 and could come in the next month and change it back to one (which I found out from customer service was a lie) and a added a couple more things like insurance and said he would credit my account and never did. I never wanted insurance by the way. It gets worse though I didn’t receive my iPhone 6 until the 25^th and he started my plan up on the 14^th with no phone!!! I was a first time customer to
T-​Mobile. They love to rip you off I’m not sure if it’s just the woodland branch or they train you to be like this at T-​Mobile. But trust me you don’t want to go to this woodland branch.
Luckily T-​Mobile customer service (over the phone) fixed me up and took the $ 50+ charges off my bill.

T-​Mobile needs to train their employees on their services. I was in the middle of the seven day test drive promotion and stopped by the Woodland store to ask about their service coverage. Specifically I wondered how coverage in Alaska worked as I will be vacationing there soon and the coverage map shows that the cities are covered by a «Service Partner» The woman working there told me that I would need to get a European sim card for my phone in order to make calls in Alaska. I told her that Alaska is part of the United States but she insisted that I’d have to get a different sim card and pay extra. I left the store unsatisfied and annoyed by the incompetent staff.
Luckily for T-​Mobile I later stopped by the Davis store where the staff is friendly and more importantly, knowledgeable. They told me that since Alaska in in the US, even though it has a different provider, T-​Mobile has no roaming charges for anywhere in the U.S.