T-Mobile

Hands down the absolute worst customer service experience I have ever been through in my life. I wasted 3 days of my life on the phone with T-​Mobile customer care support and this store, getting different answers from every person I spoke to. It seems as every person didn’t want to deal with an issue so I would just be passed on to the next employee, who did the same thing, and so on and so forth, wasting massive amounts of my time which is extremely unprofessional and disrespectful. All I wanted was to replace my old phone that stopped working with a new one via warranty exchange. Not only did they ship it to the wrong address but I was told to come to this store to pick up the phone since they messed up. I was told once I got to this store that was not possible and I was misinformed (which is correct, I was misinformed by 6 different people). Luckily I found a great rep at T-​Mobile corporate who was able to help me out and solve the issue, which wasn’t very hard to begin with. In the end, I will never return to this store and hope the rude, unprofessional management at this store is seriously reviewed by T-​Mobile and either fixed appropriately or terminated immediately.

In response to Erinn below, that is not what happened. The store was already closed and since there was still a customer inside, after hearing your situation the representative (who is new) let u in the door (which is actually against policy, so an exception was already made). After working with you for about 10 mins, and getting your loaner phone set up, you stated to him you were unable to pay for the deposit on the phone so he had to cancel the transaction. At that point, I returned the device to the back room and the representative escorted you out the door. Nothing further was said so we started closing procedures accordingly. About 10 minutes later you came knocking on the door stating you could pay for the device now. Unfortunately, once we start closing procedures we cannot open the door for anyone. It is for safety and security reasons, not because we did not want to assist you. You started screaming and yelling through the door and would not even listen to my rep, who was trying to help you get to another location that was still open. While I understand your frustration, my concern first and foremost is the safety of my employees. Given the recent increase in armed robberies at cellular stores, one of which was right down the street from us just 5 hours earlier, I needed to follow policy.

Phone and wallet was stolen and with my 3 yr old and 6 yr old in tow I arrived breathless to store above to tell me they were closing in a few but it would take 10 minutes and if I could wait they could give me a temporary phone. We started walking through process but with all credit cards and phone gone I would need to come up with some money as it could not just be put on account. I live across the street and asked if I could run real quick and grab a check. They told me to hurry! Yay! I ran with kids in tow, back in under 5 minutes. They had closed and locked up and told me through the door «you are going to be mad» but our system just shut down. To Dana the manager. Poorly designed move. No money, no phone with two kids and you told me to run? I’ve had quite a day and you could have saved it and made it better. I will go to another store tomorrow am after I drop off my kids but I will be left with a negative stamp on not only your store but t mobile in general. Don’t tell me to run when I made it in record time of 5 minutes. Shame on you. Dana good luck with your management skills, you will need it.

The problems I had with t-​mobile are multiple, before I list them t-​mobile had unethical 200 contact ending fee I did not want to read all the legal mess to see if they still have it. I tried to go back and look at their plans but I have tried T-​mobile phones (from friends) and their overall service sucks. I have listed some of my issues below that i put on a different site.
1. The phone I originally had always, always dropped calls or lost reception I called in to cancel and T-​mobile offered me a new 4g phone that was even worse.
2. The new phone dropped even more calls, couldn’t get on the internet (while I was standing still in the middle of Lincoln park (chicago), texts would not go through. Whenever I tried to use the camera for video or picture, the camera would literally reboot itself! It got to the point, that I use it for a portable storage, and maybe, occasionally texting, whenever I felt lucky.
3. I contacted t-​moblie via online twice, and their online representatives are terrible, they skate around the issue and don’t care if you threaten to cancel! Why? Because they know you will not because you don’t have the $ 200 fee to cancel. I did (ha ha) and the reason I had to pay it was because when my first phone went down due to battery (had to charge it every hour after a year) and service issues they wouldn’t send me a replacement without signing up for a new contract. PLEASE DO NOT Re-​up with t-​mobile with they give you this option!
4. After they lousy service I simply decided to cancel it but never got around to it I missed a payment so I called into pay it and cancel the phone. At this point September 2011: I had enough of the suck service, and paying for internet — I couldn’t connect to, a phone in which I couldn’t call anyone (4 minutes of use for the month to the point of cancel sept 14), a camera that didn’t work the phone rep treated me like a deadbeat! I stated my intent to pay the balance and the cancellation fee. All she kept asking me was if I was going to pay the balance today I felt like I was in a SNL skit! I finally told her that I need to talk to a manager because The rep wanted me to pay for the balance and then send me to the cancellation department. That is code for «getting the idiot customer to stay» like they did with the aforementioned new phone t-​mobile gave me. I told her «NO» I want to pay the whole thing at once (yes they can do that) and I
walked to talk to a manager she then again asked if I would pay the balance, I said «manager, manager, manager, manager» until I heard silence on the phone. The rep was still there not speaking, until I cussed (b-​word) knowing that when dealing with call centers. If a person puts you on a «silent hold» meaning the rep doesn’t have you on that music hold, waiting for a manger, they are waiting for you to do WHAT THEY WANT TO DO; so with that word she said «WHAT?!» I responded by stating «I said I wanted a manager didn’t I?»

Slow, unhelpful, uneducated about product
Been a customer here for 10 years service never gets better.
If my bill wasn’t $ 75/​mo I would drop them

After several hours on the phone with TMobile tech support, a trip to the Apple store and two trips to my local TMobile store (Andersonville — avoid that location like the plague, the guy in there will do his best to get rid of you as fast as possible while simultaneously talking on his phone) I still had an iPhone with a no working data plan. Everyone I spoke to did the same checking of this and resetting of that, ultimately telling me it wasn’t their fault (TMobile assured me it was Apple, Apple assured me it was TMobile).
The guys at this location were super helpful, dealt with my not-​so-​cheerful attitude and didn’t give up until they’d located the problem. It was an outdated SIM card. Seriously no other techy person could figure this out? My point: this location is tops when it comes to customer service.

Emannuel and Samantha at this location gave the most amazing customer service during a very difficult time for me. Great store and people.

I suggest you avoid this location. I went in for a simple MICRO sim card. I have lost cards in the past and had other stores just give them to me. This store charged me $ 20 and did not bat an eye. I was actually told that prices are different in store vs. online. A quick online check shows that sim cards are only a couple dollars. NOT $ 20. Avoid these thieves.

i had a real positive experience here. had the good fortune to have shianne help me thru the process. she made the shopping fun and easy. knowledgable. no pressure. i’l be back often to ask questions —cuz that’s how i am.

This place is a portal to hell. The ignorance of their employees combined with their undeserved attitude makes me want to cancel my account. T-​Mobile has gone downhill anyway, but this steaming pile is the worst. I had to take the same phone in four times for the same issue before they finally decided to send me a new phone. (NO, T-​Mobile will not just give you the phone that is in the store, you have to wait for them to send it and then send your old one back. Nothing can be done in the store because that would be too convenient for the customer. Their policy is to annoy the customer and actually keep them from being able to have a phone for a few days. And god forbid you go on a friday or holiday weekend. Then you are without a phone that whole time. Can’t understand why T mobile can’t send the store the phone if they replace it for the customer, since the issue is their fault and responsibility, but they won’t, because NOTHING is their fault or responsibility. Just ask them) Then when I got the new phone, SAME DAMN ISSUE!!! So I went through the same process four more times. This store was not helpful, sympathetic, or even willing to admit the ridiculousness of me having to wait for a phone and being without one for four days when they had tons of them in stock and could have just exchanged it in about five minutes. NEVER GO TO THIS SHITHOLE!!!

If T-​Mobile hadn’t given such great service over the past 8 years, I would be done with them because of this store. Bypass this location, call Customer Service and if anything, tell them you’ll cancel where they’ll do what they can to keep you.
Over the years this store has gone downhill. Years ago one of the employees mistakenly changed my account which resulted in me having a $ 400+ bill. After a lot of calling and verifying, T-​Mobile reversed it. I’ve had other issues (including a missing rebate card that had been used by whoever stole it) and eventually, T-​Mobile agreed to give me the rebate in credit, which worked for me.
Today, the representative here told my step-​father to go across the street and find a new company. Not too long ago they told me the phones I were interested were in the back and they wouldn’t bring them out for me to decide between. In fact, if it wasn’t for a representative at Target, I wouldn’t have found out how much this store rips off its customers. The people who work at this store almost lost 3 customers today and if it wasn’t for Customer Service, they probably would have.
They are horrible at remembering what customers came in when, they’re rude and they act as if they can’t be bothered to try and answer any questions. When I ask what phone they might recommend between two of them, I don’t want to be told «this one, it’s really popular.» I want to know what makes it a better phone, without attitude. The fact that they didn’t want to explain the rules in regards to their plans and were quick to send my step-​father and I elsewhere really gets me though.
Bottom line: avoid THIS store.

I came in asking about a sim swap and the female rep acted like she never heard of 4G and began to tell me that my old sim should work on my new 4G G2 or it’s my lack of a data plan.
Obviously, I would not have come in if my old T-​Mobile sim received data service on my phone.

I was actually happy with T-​Mobile but lost my 6 year old clamshell phone. So I stopped in to see what they could do for me. I was disappointed. For the company that came out with the G1 — they are behind the bandwagon on Android phones. Their new HTC is cool but it runs an non-​upgradable version of Windows Mobile. And I don’t want something with a flimsy sliding keyboard. Sprint has EVO, Verizon is coming out with big new Droids and, well, theres iPhone.
And also when they advertised FREE PHONES ON JUNE 19TH. I naively went in there and am told that its only for new customers. Well I’m out of contract which means I have an incentive to go to another carrier. Unlike Carol J I did not know that the store people are not empowered to make decisions and you could call customer service and cut a deal.
So T-​Mobile is behind on phones, behind on their networks and their customer retention sucks.
Bye-​bye T-​Mobile.

I’ve been with T-​Mobile for some six+ years now, and out of contract after my first year. I had been wavering on what phone to get (a much needed upgrade from the smoke-​signal blackberry I was using)… and from January till June I had looked at all the touch-​screen 3g phones: Tmo G1, MyTouch 3g, the 3g Blackberry, Motorola Cliq and CliqXT, and the Nexus One (via Google) but had never pulled the trigger.
I was here the morning the MyTouch 3g Slide came out on the 2^nd. I was literally the second person in the store after it opened, and the phone was just barely being stocked. I had Shianne (sp) help me and I’m glad she did. I knew what phone I wanted, and though they didn’t even have the dummy phones out yet, she let me goof around on her MT3gS. She was very helpful and casual and not at all pushy. I was the second one in the store, and first one out with the Slide… I couldn’t be a happier customer.
She has since called to follow up with me (after asking permission to) on the phone and mentioned new accessories for the phone, which is a nice gesture. I’m really glad I held out on all the other phones, because the MT3gS is quite awesome.
Just to note… if you want to bargain on some of the added features, you should really contact customer service and talk to the Customer Loyalty Department (aka Retentions). Ask me how I got the unlimited Android Data Plan for $ 20 instead of $ 25-​$ 35 ;)

My visit to the store had all the potential for disaster: I was irritated with a recent egregious overcharge for international calling (hello 8 cents to $ 1.49 with no explanation?), a few hours of heated customer service conversations and an expired contract for multiple lines of service. Yep, several other companies were on the verge of paying me to ditch the T.
On the advice of the darlings at nearby LaGondola, I popped in on a Friday afternoon to reup my contract and get two new high end smart phones. Unfortunately, I arrived slightly after a group of teenagers just «checkin and teching» and a gentleman who was graduating from a rotary (okay brick) phone to a Blackberry. NOOOOOOOOOO.
After a painful wait, it was my turn but during transaction, the sales girl began spewing off the options available which did not include anything close to what I have been enjoying as a T-​Mobile user for years or what the other companies were offering. When she saw the color drain from my face, a suggestion was made that I should call customer service right there, from their phone. 45 minutes later, I was able to get all my previous perks grandfathered in, my phone up and running and pretty awesome (read:steals) deals on my phones.
As an added bonus, the local neighborhood nutjob came in and verbally assaulted me for a good twenty minutes, tried to give me to-​go cutlery kits (thanks but I have about 18 000 in storage) and accused some hottie in the store of being my jerk off husband. I can’t make this stuff up!

FINALLY, I have a grown up cell phone.
Seriously, I think I was the only human being rockin’ a cell plan with ROAMING charges. I mean, hello… no one roams anymore. That is so 1999.
So, finally… after my 100 year contract FINALLY expired with US Cellular and I stopped procrastinating whilst holding fast to my antiquated cell phone style… I made it to T-​Mobile.
Veronica had me in, my number ported, contract signed, rebate paperwork printed, SKU copied (for rebate), questions answered, hooked up, fixed up, ready to go and out in just under 20 minutes. She’s my hero of the day for bringing me up to speed…
Bonus: parking lot.
Oh, my little Blackberry Pearl… how I love you. Once I figure you out, that is.
Dear Lord, please help me NOT to check my email 5 bazillion times daily. Thank you.

it’s cheaper to buy phones online, because often t-​mobile offers free phones as an incentive for their real business, which is a monthly plan cell phone plan. i bought a samsung t409 and a samsung t429 at a mobile-​1 store, and they charged me $ 100 for them. at the time i was somewhat suspicious, and asked them wouldn’t it be cheaper online, then? they said, to the best of their knowledge, it was the same. but they’re not sure. so thus they invoked the rule of «caveat emptor» by disclaiming knowledge about t-​mobile. but i should have followed my hunch. i also felt qualms about leaving the store because he seemed like a nice honest guy. how naïve of me. as it turns out, these two phones would have been FREE ONLINE. in fact, there are additional specials on phones available only online.