T-Mobile

Came here to discuss an issue, no one even greeted me, nor discuss how long the wait would be…

A store’s customer retention has a lot to do with the individuals they hire to represent that store and brand. Looking for a good experience not leaving you to feel uncertain about your purchase? Avoid buyer’s remorse and talk to a knowledgeable, patient, personable, forthright and non-​sleazy sales/​tech rep by the name of VANCE (at this Burbank location). It helps that he’s a genuine tech geek which means he *truly understands* pros and cons of different phones & plans you’re considering and will actually explain it to you minus judgement. Seriously, I too hate walking into a store where the reps can care less about your budget, concerns or lack of tech savviness and swelter you with information that they rehearsed and hardly feel confident about, as long as they make a sale. Don’t settle! You deserve to know your options clearly without the added pressure of making sure somebody hits their quota. Don’t leave your experience up to happenstance, and go today to ask for VANCE.
Go meet him & believe for yourself that a person can indeed hold himself to a higher standard & elevate the store & the brand singlehandedly.
{If you come across any problems, the Manager Shenita can also take care of you, she’s super hospitable & accommodating}

First off, I only came in to ask if someone could put my new Otterbox screen protector on my iPhone 6. It looked busy inside but I was greeted very soon after I entered. I asked if they could help me. They were very honest. One guy admitted he wasn’t as good at putting on those screen protectors so instead of attempting they found someone who was better at it. Shant ended up being the one to help me. He was very friendly and took his time making sure the job was done right. He even went to the back and brought out a brand new screen protector when the first one caught too much lint and dust on it. He did such a nice and thorough job that I almost felt inclined to buy something. My experiences in T-​Mobile stores in the past have all been generally pleasant and this one was just as well. Keep it up with the good employees T-​Mobile!

Date of this experience: 11-​24-​2015
Salesperson: Jonathan B.
I was basically lied to just to make a sale. I made sure to tell the salesperson over 6 times that I do not want to change my current plan. I had 3GB of data (they no longer offer this, which is why I became even more upset) and he told me that I will now be getting 6GB at no additional charge since T-​Mobile was doubling all data for free.
When I got home, I had a feeling I was lied to. Called 611 to talk to a rep from T-​Mobile. I was told I now have 2GB! And since they no longer have my old plan, I am now stuck with a plan that I never signed up for or agreed to. This guy needs to be fired! I’m in the process of switching to Verizon because I had never had such experience when I was with Verizon. I guess you get what you pay for!
Avoid this location and T-​Mobile in general!

I don’t know about the bad reviews, but everyone needs to go to Angelica!!! She’s the best ever! She takes her time and makes sure you’re completely satisfied. My sisters and I went there when the store was closing and she never rushed us nor even looked annoyed. A+++ We were literally the last ones and the store employee had to unlock the door so we could get out. LOL. Angelica was patient and answered all our questions even though we were indecisive of what phones to upgrade to. I also wanted to add another line (metropcs) to our account and wanted to keep the number, so she let me call her the next day with all the info and she just did it over the phone! Fantastic! Never had this type of customer service at T-​Mobile before. My go to store from now on! Love my Note 5 in Gold Platinum~

I had a wonderful experience in this store. I went there to switch 4 phones from other carrier to T– mobile. Tatevik has fantastic customer skills and she made the process super easy and really went the extra mile to help us to change the phones. She converted most of stuff except notes.
We had hard time to convert the data from iphone 5s to iphone6s, since my daughter’s ios hasn’t updated for a while due to lack of storages.
Then here comes Mr. tecky guy Shant K. He spent so much his time to get my daughter’s note back into new iphone 6S. We almost gave up to restore my daughter’s note. However, he never never gave up and we were able to back up everything in i tune and iphone6S thanks to him. He is amazing technical guy. We also learned so much from Shant and Tatevik. They both are so honest, straight forward, very helpful, kind and technically excellent. you name it ! I received such an exceptional service from them and recommend this store to anybody. They become my favorite people and I will continue to shop here…

Worst store ever. Every time I go in this store I leave angry. The employees don’t listen and are programmed for simple responses. If you have a problem, forget having it solved here! I always end up having to call T-​Mobile directly.
I just can’t stand behind this location. If you want to simply pay your bill or pay full price for a phone I’m sure they could figure out how to get that transaction done. But read everything and get anything they say in writing and approved by a manager because seriously not one person I’ve dealt with in the last 10 years at this location had ever got it right.
Parking is not the greatest. Burbank does have multiple parking structures throughout the city and parking is free.

To be quit frank, this store’s employees could be helpful with some issues, but never with sales of products and services, they are all like a used car sales people, dishonest and sneaky.
Here is why: Back in August I went to get an unlimited data plan for my prepaid service, (by the way I have been with Tmobile for about 8 years0. When I asked for an unlimited plan the rep explained the plans as having 1 Gig only $ 5 etc., then he explained the other plan that have unlimited Gigs $ 45, but here is the scam, all unlimited data plans are unlimited, but they have 1 Gig of 4GLTE and there after it turns into 4 G unlimited, but the way all the reps are trained is to explain so that there is only 1 plan that is unlimited, that’s false, there are many unlimited plans. Most people don’t even care about LTE.
In my case, my phone is not even capable of 4GLTE and they knew, but did not tell me until after they got my money and enrolled me in the scam plan.
After I found out thru a friend that I could have a cheaper plan for the same exact service they finally admitted fault, but yet did not credit back to the account.
Do your research first about what you want, then go to any of their stores, because they are all trained the same conning way or else you will be ripped off.

This is the best location ever. Only friendly and professional people work in this store. Sale associate Joey and store manager Shanita are the best people I ever dealt with. Joey made sure that all my needs were taken care of. I will always choose this store for my cell phone needs. I highly recommend this store to everyone.

I am very impressed!!! All questions answered with a smile! Great service! It sealed the deal for me and my family!!! michael and vance are fantastic! Truly went above and beyond!

This T-​Mobile is a great location and understands the meaning of customer service, based on my most recent experience. I was extremely impressed with the way that Shant, spoke CLEARLY to the point, with great enthusiasm and knowledge of ALL the products in the store!
He stood out as he listened and paid careful attention to my needs and offered special deals and advice to help me understand and choose the BEST option. He went the extra mile to make sure that I was happy and confident with my decision. (He helped me see how I actually would save a significant amount of money that I would have otherwise wasted if I was still using my previous provider. Thanks Shant!!!) He made the process of transferring providers simple and even showed me some cool new tricks and tools I can use on my new phone.
If you are in need of a true specialist and someone who will be especially honest with you, I recommend to pay him a visit at this T-​Mobile location! I definitely will be going back.

Greeted in with a smile and was taken care of immediately. I was having issues with my phone Sarmen quickly helped out with the problem. This is my new go to store thank you!

Great customer service except for the part where I was charged $ 50 to EXCHANGE my days before brand new purchased iPhone 6+ because I wanted a different color.
The T Mobile salesperson never told me I would be charged $ 50 (25% of phone price) to exchange for the space grey which they did not have three days before when I bought my wife and I a new iPhone 6+.
I’m not sure if Apple is aware T Mobile is charging customers $ 50 restocking fee for exchanging a new iPhone OR wether this is legal in CA, but I plan to notify corporate at Apple, T Mobile, and Secretary of State of CA. This is an unacceptable slap in the face to an excellent customer who spends thousands of dollars per year at T mobile and was satisfied until this experience but will now be looking at other carriers and welcome VoIP internet services that will destroy the business model of large cell phone carriers such as T Mobile that have been bleeding their customers dry for all these years.
Sincerely,
A formerly satisfied customer of T Mobile.

This T-​mobile has an awesome location (next to coffee bean and some great shopping spots), but limited street parking.
I am a huge fan of T-​mobile and their unique way of doing things. No contracts, data stash, free music streaming, etc.
This specific location has a very helpful and friendly staff. They always make sure to greet everyone who walks in and they’re very knowledgeable about the phones.
T-​mobile is cool. I’m a fan.

This is a cool store. It’s super big. They’re always busy and they always have some cool music playing in the background. They have an upbeat work environment. I signed up for service with one of my customers, Francisco Silva. He ended up being my Sales Rep. He’s a regular customer of mine and comes to my Taco Truck all the time. Before I finally signed up for service, I had AT&T. Since I met him in 2013, he was always try to talk me into leaving them for T-​Mobile. He would always give me good reason, after good reason. Unlimited 4G/​LTE, Unlimited international texting, free 5 gigs of tethering and the price convinced me.
I decided to give it a shoot so I came out to his store in Burbank. It was really busy, but I had an appointment with him and that helped. My wife and I wanted to have the i-​Phone 6 plus and we wanted everything unlimited, even the Unlimited 4G, cause AT&T doesn’t offer that. Francisco easily explained everything to me and he gave me an awesome quote. I ended up signing up for service that day. He made it an easy and quick process. Ever since then, I’ve been referring the dude business.
The funny thing is, I like Francisco. He’s a funny, professional, respectful and helpful guy. I’ve already been back a few times and when I can’t come in, he’s always willing to answer my questions about my service, even when he’s at my truck getting himself a Brisket Taco.

Mr. Chris Carpenter definitely put the joy and excitement back to mobile shopping for me and my boyfriend.
Chris is very enthusiastic talking about the plans, quickly bullet point out the benefits for us. He is selling customers’ convenience rather than plans.
It is very clear to us to go back to him to buy new phones and a shared plan with Chris after our trip.

I have T-​Mobile with my iPhone 5 and I’m outside of the T-​Mobile store right now. I only get 2 – 3 bars; 2 at most. My gf has her AT&T iPhone 5 and she gets full service. How depressing. T-​Mobile, why you no have better cell phone towers?!

This is a great store and all the associates are super helpful.
I was helped by Adriana and Tatevik a few weeks ago, and recently, by Jose. They were all fabulous and provided me with terrific customer service.
Tatevik, however, was truly outstanding. She was kind, patient, and explained everything with meticulous care. She even went the extra mile and fixed the two old phones that I had from overseas.
Her overall performance was excellent.
I personally think she is due for a promotion or a raise. I kindly ask the management to consider this.

I went to this T-​Mobile store for my new iPhone 6 on Launch day. Joey was extremely helpful. He came out before the doors opened and took down everyone’s name in the order they were in and asked what phone they were looking for. Once he found out the inventory he went through the line and told the people if they had the phone in stock or not so people didn’t have to sit around for no reason.
Once inside I again worked with Joey and he was great with setting up my new service (I was switching from Sprint). He explained the plans to me, explained the Jump program and got me exactly what I wanted. T-​mobile also bought my old Sprint iPhone 5 back from me for what I thought was a very good price.
If you are shopping for a new phone or leaving a crappy service like Sprint go see Joey and he will take care of you!

Henry was very helpful and hope this deal works. Perhaps in a couple of month the Giants will stop squeezing clients for absurd contracts