T-Mobile

T-​Mobile representative came into my business and sold me on the service. She stated that T-​Mobile would pay the termination fees for current carrier. I later found out that what the company would do was offer me a credit toward my T-​Mobile account, but that I would still have to pay the termination penalty with my current carrier. Because that was not the deal I signed up I cancelled the service. My cell number was never transferred to T-​Mobile and I never used the cell phone they sent me. All of this was done within 10-​days. The representative that originally signed me up for the service, stated she would get back with me to walk me through the activation process, never showed back up or called me. This woman solicited me at my place of business. I shipped the phone back using FedEx and have documentation and a signature from a T-​Mobile representative who signed for the return. This transaction took place 8÷26÷15, phone returned ⁹⁄₄. In November, I receive a bill from T-​Mobile for $ 700+. When I contacted T-​Mobile, I was told they had no evidence of ever receiving the cell phone back and could not help me. In December I started getting correspondence from a collection company. When I contacted T-​Mobile, they told me that because the account had been turned over to the collection company they could not help me and I needed to address my concern with the collection company. When I contacted the collection company, I was told that since I had signed up for the service, I was obligated to pay them $ 275. That it did not make any difference that I had sent the phone back and had not used the service. He told me it was the same thing as signing up for cable service. You still had to pay even if you did not use the service. I am horrified. I now need to dispute the charges with the credit unions and report this incident to the Better Business Bureau.

Worst customer service ever! They cheated us and then said…“we can do nothing, I am sooooo sorry.” Avoid the Store!

I came in because I had cracked my screen and luckily have jump and was eligible for an upgrade. As soon as I walked into the store Stephanie (not sure if I am spelling her name right) greeted me and asked if I needed any help. She even showed me her phone and what she likes about it to help me decide what I was looking for. She was just getting off so I ended up working with Jesus to wrap up my upgrade but before she left she made sure that Jesus knew what I was looking for and he did a wonderful job of showing me all the features on almost all of the Android phones in the store — all the ones I was interested in anyway and a few that I hadn’t considered. This was actually really great because I ended up getting the Samsung S6 Edge which I really hadn’t considered until I got into the store. I’ve always been a Nexus kind of person and Samsung tends to put a lot of bloat ware on top but I wasn’t aware of some of the multi-​tasking features that they have to, which is what Jesus was showing me and it really tipped the decision in Samsung’s favor. It’s really nice to walk into a store and talk to staff that’s knowledgable about the products that they have. And not only was it a smooth process to get upgraded, I also added a line of service because of the great promo that they have going. There was one hitch that the new phone that I got didn’t recognize the data service right after I had left the store. Even though it was after 8pm (when they close) they let me back in to fix the issue, it was a little delayed so I came back a second time at like 8:30pm but they still let me back in and said if I have any further issues not to hesitate to come back. The data issue wasn’t really the staff’s fault at all (I know that it has to propagate through the network) but their willingness to help and to call the second tier tech support while I was there was above and beyond and I’d definitely recommend this location. Really great customer service!

Fantastic service, they do strive to find a solution for your problems and they don’t try to sell you stuff you don’t want. I’ll definitely be coming here from now on

Great customer service! Janeth and Terrell were very friendly and really take care of their customers. Janeth is very knowledgable and attentive to our needs. (ex she saw that our phone was almost out of charge taking to another phone plan carrier and she offered a charger). One of the customers while we were there was unreasonably dissatisfied, and both Terrell and Janeth handled the situation very professionally. 5 stars from us!

Apparently I’m a girl who just likes abuse.
I liken my relationship with T-​Mobile to a relationship to a shitty boyfriend. When it’s good, it’s great, but when it’s bad, I’ve been Chris Brown’d. I left my previous abuser, Verizon, last winter and moved in with T-​Mobile. TM said he would never hurt me. He’d never make me sign a contract or ask me to keep my old-​ass phone for longer than six months. He wouldn’t be a corporate robot sent from the cellular telephone depths of misery to make my life a living out-​of-​service hell.
Some of that remained partly true. The first eight months of our young relationship I enjoyed. The romantic dinners, the lower bills, the nice new phone. And then the iPhone 6 came out. TM shushed me to sleep and told me, «you can have whatever you want, baby. You’re on my JUMP program, girl. You can have it all. Every six months at least.» That’s when the lies started.
I ordered my iPhone 6, and two weeks later I got a 6 Plus. Uh, have you seen my midget hands? I already have an iPad thanks, I don’t need a second one that makes calls. I called TM trying to get it fixed, and got no luck. I was even hung up on once. That was fun. So I returned it to this store where they returned it for me and tried to order me a 6. And tried, and triedandtriedandtried. No dice. Defeated, I gave up and went home.
Two weeks later, after the promises of receiving a call as soon as the 6 golds came into the store I would be the first to know, the phones came in and I got no phone call. Like some pitiful girlfriend left on the last day of summer before her boyfriend heads off to college. Don’t worry girl, you’ll be the first person I call when I’m home on break. Uh huh. I had to walk into the store to find out they had been cheating on me! Caught iPhone 6-​handed, guys!
So after over an hour in the store, I finally got my midge hands on the phone I waited six weeks for #firstworldproblems. And then my 6 didn’t want to play with my 5S and the technician had to keep restarting the transfer process. This breakup was going miserably. Eventually, TWO HOURS LATER, I got my new 6. Victory at last!!! I’m a free woman! Eeerrrr except my new 6 is a lemon I think. It transferred over all my photos seven times. Seven times! Deleted all the data in my apps, and my favorite– it notifies me in two minute intervals of texts I get. I F#$@#$$ saw it pop up the first time, 6! Stop F$%^ telling me about the same F@#$% text! I’d go back to the store if I were scared of what they would do with the phone the second time they got their normal-​sized hands on it.
The guys at this location are nice, attentive, but they are not Apple-​friendly. Every single guy I talk to basically washes their hands of the iPhones. They’re quick to tell me they don’t have iPhones and don’t recommend them. The guy who transferred my 5S to my 6 wasn’t even sure how the new 6 worked. Come on man. You can do better than that.
Excuse me, I have to take this text that I’ve been notified about four times since starting this review.

I have no gripes, but whenever I come to this store about my relatively recent phone, it’s not possible to get assistance or even purchase an accessory. I don’t know if it’s the inventory in this small space, but it certainly does not encourage me to patronize this neighborhood store. It would be nice to be acknowledged as a customer. Maybe the national office needs to support it better?

Excellent service! Lost my phone and tried to get a new sim card. They assisted me right away and waived my fee for the card! Very helpful!

I had satisfying customer service experiences there until today. I bought a pre-​paid card back in Nov for my dad visiting from China. It is $ 10 sim card charge + $ 10 value. He barely used it, then it expired after 90 days. Today I asked if it can be reopened so I can at least not pay the $ 10 sim card charge again: I was told that I need to give my pin number. I don’t remember I ever set a pin number and after much agony and various guesses I cannot remember it. But that is the only way that I can retrieve any value from the card. Even though I opened it myself: there is no record of my name or any other identifier. My husband thinks that this is intended for criminals: it gives them an absolutely anonymous way of using the phone. Shame on Tmobile. I am not paying $ 20 dollars so my visitor can use it for a day.

Casey assisted us with a replacement of a defective phone and was extremely helpful. Not only did he get me a replacement, he also explained the advancements of the Galaxy 5 that will be out soon. Very knowledgeable, and a pleasure to work with.

Worst customer service I ever received at a t-​mobile store. I had to wait for quite a while for help, even with no line in store. The associate eventually helped me knew nothing about iPhones and wanted to have me wait while he explored/​figured things out right in front of me. Having an associate sell a product they don’t know anything about is unacceptable. Next stop: apple store.

I recently purchased a new 5c iPhone from this store. I went in about a week before the ⁹⁄₂₀ release date and was helped by David N. I explained to him that I was interested in either a 5c or a 5s. He explained the different features of each model. I have a family plan with my mom and I also asked him about adding data to her line and about giving her my old phone. He listened intently and mapped out how we would make the necessary changes to my account once I purchased my new phone. He took notes on how my plan would change and told me he would call me as we got closer to the release date. I was impressed with David’s thoroughness, knowledge of the plans and products, and overall friendliness.
A couple days later, David called me to let me know how stock looked on both models. About a week after that, I called David to tell him that I decided to go with the 5c and that I would be in later that day. When I walked in, he was working with a customer. After recognizing me, he asked another associate to finish up with the customer he was working with so he could help me. I was amazed as he must have talked to hundreds of customers in the past week. Not only did he remember our conversations, he had the notes he had taken during our first meeting handy and ready to be referenced. He proceeded to grab the phone he set aside for me, walked me through the setup, transferred my contacts from my old phone to my new phone, and quickly made the changes to my plan. He explained the options to me very clearly and used the notes he had taken the first time I was in there, to quickly determine what changes needed to be made. He even explained how I could wipe my old phone and how to perform a factory reset so I could pass it on to my mom.
I walked out of the store with a lovely new phone and a smile on my face. My phone was set up, my plan was changed, and I was amazed at the perfect customer service I received. David was knowledgeable, friendly, patient, organized, and just a pleasure to work with!

This is a good cell phone store. Vince helped me upgrade to a data plan and pick out a new phone, and he was totally friendly, laid-​back and knowledgeable. There was a steady stream of customers into the store at about seven pm on a Monday, and the manager and two customer service people handled them with care. Thanks for being chill, Clark T Mobile joint.

Couple times used services ones got skrewed by changing the plan. Help from Michael every thing got back. THANKS

why this store doesn’t have a solid «5» I have no earthly idea.
I like my Samsung galaxy — considered ‘antique’ by today’s smart phone standards. While it’s still a great phone — in this case — I’d been on the phone with tech service … I’d certainly had done everything I knew to resolve the problem I was having; yet it still kept happening. (it even replicated itself for David — who was helping me at the store) he did let me know that my problem was a «hybrid» he hadn’t seen yet. hmmmm somehow, though — he knew EXACTLY how to fix it! *tap, tap, tap* O. o IT WORKS NAO!!!
When I confessed how badly I was lusting about the latest incarnation of my phone the Galaxy III … I swear, he stopped time and space and showed me how I could achieve my technological desire. Wait … WHAT??? Be still … my heart! *are. you. SERIOUS*??? Why didn’t I come here BEFORE???
Timing is everything … GUESS who’s going back tomorrow to GET THIS PHONE??? The promotion is over Saturday!
David is … hands down … the most knowledgeable sales person I’ve come across. he’s familiar with the ins and outs of the current promotions, of the phones he sells and quite literally knows how to get you the best bang for your buck!
SERIOUS fan.
I’m bringing this guy cookies!

Well with a phone almost dead and my contract ending, I had stopped into the local T-​Mobile store.
David N. was fantastic. I was interested in two phones so he was patient and helped me to really understand the difference between the two phones, I would highly recommended David for any services you my require.
An hour later, I walked out with the new Samsung S III phone.

As much as I hated T-​Mobile when I walked in is as much as I loved it when I left. If Natalie is working, wait in line for her. If a T-​Mobile person with power is reading this, PROMOTE HER. Seriously.
Hated my phone, got no satisfaction when I called the 800 number. In fact, they were awful. Long time customer, I went in the store to basically throw my phone at them and run away. Left with a fantastic new phone and a renewed plan (for someone who has been counting the days until she could dump this company, that is saying something). That is how good Natalie is. She dealt with customer service for me, changed my service so it works more efficiently, got me into a Samsung Galaxy II (which ROCKS!) that I walked out with, and restored my faith that there are people out in the world who actually care about their customers.
Natalie, if you’re reading this, thank you. You were awesome — and happy birthday! I heart you!

Sadly, I must update my review to include that the text feature on the pre-​paid line I now have is not a full text service. That is to say, I can send texts to phone numbers, but any SMS (that is, say, a store deal or even CTA bus tracker) does NOT work at all. This is NOT good. For example, the other day, I was in Office Depot and I could not get the coupon they offered. NOT OKAY. I have visited numerous forums on this issue as well as going to stores and trying to deal with customer service. No one has an answer. It just doesn’t work. That is NOT okay. In a sense, it is false advertising to tell customers that they will have texting when such an important feature and aspect is left out.
I was also thinking of trying to get the $ 49.99 unlimited deal that they offer with two phones for my one phone, which may solve the problem. This has got to be a network issue and clearly, the pre-​paid services is what is causing this inferiority. But if that is the case, it should have been disclosed. My guess is that my request to get the $ 49.99 plan (with the contract) will be denied.
I am going to give this one last try before I tell T-​Mobile that I will report this to authorities. Because, it’s just not right. You don’t get to tell customers that they will have texting and then limit the ability to text!!!
I will post updates as they occur.

I was in the wrong place at 4:30 yesterday on the way back from a fresh manicure. A drunken man decided to grab my phone out of my hands and shatter it on the ground. I am on call at work for the next four days. Not having a phone was simply not an option. I went to Sprint with video and a police report. They said we can’t do anything. I could call costumer service. I was like on what phone? I had to ask them if I could use their phone. No one could help me. They really did not want to either.
I decided to walk the three doors down to the T-​mobile store. Natalie explained what would happen in this instance if I was a T-​mobile customer. They would give me a loner phone for the night and my phone would be over nighted to me. It was an easy choice.
Thank you T-​mobile for saving my day. This place is fantastic. I am telling all of my family and friends to drop Sprint and go with t-​mobile. Better policy’s and better service and less expensive. Keep up the great work Natalie.

I’m pretty sure the guys who work here are magic. Each time I come in with a question about my phone they a.) get to me quickly, even if there’s a line; b.) are patient listening to even the most convoluted and meandering story; c.) always resolve my issue so that I leave in a better place than in which I entered; and d.) have yet to up sell me. The friendly, knowledgeable customer service can’t be beat and when you’re having issues with your mini-​computer isn’t all you really want is a comforting ear, someone to tell you it’s going to be alright and — even better — someone who can FIX the problem?
I can’t quite figure it out. I come in and brace myself for an unpleasant experience and I leave giddy and giggly and contemplate bringing them a plate of cookies. Magic, I tell you. An added bonus is that the store is completely fresh and clean clean. It’s positively ‘Appleain’ in stark, clean lines. It’s extremely refreshing to the customer.