T-Mobile

most unprofessional and untrained folks I’ve ever met!, misplaced an iPhone I handed them over with the jump on lease plan, and pretended they didn’t get the phone from me for 3 months, not going back to this store again!
T-​Mobile needs to look into this store’s employees, either train them or let them go

I purchased a refurbished i4 and went in as I was told they would switch my service to it ‘no problem’ … Their ‘best’ rep couldn’t activate my new phone to my account with them. as it turns out the rep cut my sim card too small, from an i3, and tried to make the i4 work with it… after trying other things he told me that the phone i purchased was BAD! and to return it. I got home and looked at the sim card and the i4 slot and realized WHAT ERROR he had made. I talked to the corp rep tech on the phone an she advised me to go to another store. NOT BACK TO THAT STORE !!
So I went to Metro pcs just across the street and in ten minutes my new phone was working fine and i have faith in my carrier again. The rep that helped me at Metro also confirmed that the sim card was cut for an i6 instead of an i4 seems there are 3 sizes. I returned to the el cerrito store to let the rep there know what he had done so he didn’t do it to someone else. He just denied any responsibility and essentially said it was MY FAULT. Had I listened to the T-​Mobile advice i would be arguing in vain with the refurbishing company when they informed me the phone was perfect… THESE ARE NOT PROFESSIONALS… end of story…

I was in town visiting family I went into the store to make a payment on my account, the employee helping me was more into her nails than anything. The employee credited my large payment on someone else’s account rather than mine and tried to cover it up and fix it without informing me of her mistake. Once I was aware of the situation her response was they shouldn’t make the number keys so small on the key board and maybe she wouldn’t have typed in the incorrect number because it is hard with nails. Mind you she confirmed my number with me several times, I will never go back to this location.

They have no system in place as to order in which customers are seen. The other day I argued with another customer who had gotten there like 5 minutes after me and wanted to get seen first, that’s after the T-​Mobile store clerk yelled out, «Who’s next?» I put the blame on the store!

Shout out to Will and Feliz! Made our switch from AT&T smooth and stress free. Thanks for the customer service!

Have been using Unilocal more lately to locate reliable businesses with good service, so I decided to start writing reviews to help others.
I switched from another cell phone provider to T-​Mobile, and went to the El Cerrito Plaza store for assistance. Store Associate, Feliz was extremely friendly and helpful. If there were any questions, he consulted with his store manager Bryan, and together they were able to resolve any start-​up questions I had.
We had a problem with phone and text connectivity and both Feliz and Bryan stepped in to try to address the problem with the technical staff for the city in which we had no connectivity. Since it was a T-​Moblie issue that the company could not or would not fix, Bryan offered a phone solution that met our needs. Bryan was always courteous and friendly, and took the extra steps to ensure we received the desired plan features for the most reasonable price. Bryan really made our experience with T-​Mobile a positive experience. I would go to this store again if I need to upgrade or need assistance with T-​Mobile, even though there are other stores closer to where I live.
The staff at the El Cerrito Plaza T-​Mobile store are friendly, positive and very service oriented.

Went in to get an iPhone 6 in the morning, friendly staff that was very knowledgable about T-mobile’s products. Tried to upsell me but were not pushy when I declined their offers. Overall good experience, will go there again.

I went there yesterday to upgrade my iPhone 6 to a plus first off the customer service was HORRIBLE they didn’t greet me, all of the workers were busy so I just had to stand there until they were done, and they still didn’t acknowledge me. The person Who finally helped me told me I couldn’t get the iPhone 6 because I was finance eating too many phones at the time however I went to the store in Berkeley and they let me get the iPhone 6 no problem in and out under 20 minutes, I will never come back

I am so livid I am having a hard time typing this right now…
Back story:
On Thanksgiving night, my wife and I went to the T-​mobile store in Sacramento to get new cases for our new iPhones. While there, a sales person told us that they were having a promotion where we would get free tablets if we purchased the $ 10 data plans for them. It sounded great, so we got two of them.
Fast forward to today:
I get a bill from T-​mobile for over $ 300. I call customer service and find out that the guy signed us up for $ 40 a month data plans x2, totaling $ 80 plus tax per month. Oh no no no no NO! Customer service cancelled the plans and told us to go into the store and that they could return them without any problem.
I went to the T-​mobile store in El Cerrito Plaza to return the unopened tablets and spoke to the store manager named Brian. He was astronomically rude to me and informed me over and over again that he would not waive the restocking fees as Customer Service had stated. I’ve never in my life had this level of horribly customer service. From being lied to at the Sacramento Store, to being treated like a derelict, I’m thinking it may be time for a switch back to AT&T.

Had a great exerience here. Talked to Will on the phone and dealt with Feliz in the store; both were friendly and helpful. I brought my own phone to connect which I ordered from the UK and hadn’t been released on this continent yet. With a bit of tinkering Feliz and I were able to get it configured for T-Mo’s network.
I wanted to be able to have some say in what number I got, but I was told they had no control over it beyond the area code. I left with the number I was given and talked to a friend later who said he went to a T-​Mobile kiosk at a mall and they were able to give him a selection of numbers. I called T-​Mo customer support and they were super helpful and gave me all kinds of options until we found a good number — they even waived the line change fee!
Even though I couldn’t pick my number at this store, they still get points for waiving the SIM card fee and it all worked out in the end anyway. I recommend this store and definitely recommend switching to T-​Mobile — the speeds around here are incredible!

Horrible just horrible customer service. Very rude to customers who have questions about plans.

Went in to return a couple of unopened accessories, with the receipt stating there was a 30-​day refund period. Was told by a guy with a manager pin that the new policy was two weeks despite what they say in writing, and I was out of luck When that didn’t work, he proceeded to demand a reason for returning it, then told me they would let me do an exchange but not a refund, then went through a charade of «seeing if he could override the system» behind a locked door. All this amateur sleaze over a $ 40 refund.

I had 99 problems and my phone aint one! Left sprint for tmobile. I was tired of the nextel brand. you know when a plane goes by– lost reception.
So I came to this tmobile store. They were super busy but the sales guys Steve and Will were really nice. So far the phone service is great as well. I definitely have service where before I didnt.

I’d give zero star if I can. The service is terrible. I went into the store to buy a prepaid card. The sales man told me it’s only TEN dollars and I got 1,000 min for a year. I thought it was a promotion and happily accepted the deal. However after I got home and checked my credit card, I found I was charged 110 dollars instead of 10 dollars! I went back to the store the next day, and the salesman refused to talk to me, saying it’s not refundable, and it’s my fault not to check the receipt when I bought the card.
Try to avoid this salesman, whose number is 2 076 576!

employees were either not willing or able to help. –2 for employees that ignored me and were not trying to help the other employee. –1 for not solving my problem and telling me to call t-​mobile from the t-​mobile store. –1 overall, a bad experience.
+1 in past people were more helpful.

So I wanted to upgrade my phone. Sounds simple, huh? Since I was already a T-​mobile customer, I thought this should take less than 10 minutes.
Day 1. I walk into the store. «Please merge my and my husband’s individual plans into family plan and sell me a new phone!» Store manager: «We can’t do that, call Customer Care.»
We call customer care and merge the plans. They can’t sell us a new device over the phone, though. (Seriously, WTF?)
Day 2. I walk into the store. «I’m already on my husband’s plan, just sell me a phone!» Store manager: «Your husband needs to be here to buy you a phone. He’s at work? too bad, call Customer Care.» Me: «Can we give him a call on the number you have on file with him?» Response: «No.»
I call Customer Care. They give my husband a call at work and have me authorized to buy phones. It took all of 5 minutes.
Day 3. I walk into the store. The store manager whom I previously talked to is out, so another guy is helping me. Me: «Sell me a new phone!» Guy: «Sure, I just have to make sure your phone isn’t stolen.» Me: (a bit baffled at the tone of his voice insinuating that I’m trying to impersonate someone, even before checking my ID or asking identifying questions, but I give him my choice of phone and tell him to stick with my current plan.) Guy: «So with this phone I am required to sell you insurance» Me: (even more baffled, but I say I wait to read the fine print before signing.) Guy: «And this phone requires a 2.5GB data plan.» Me: «No, just stick with my current 500 MB, my husband has the same phone, and he bought it right here with that plan.» Guy: «Unfortunately, when you buy a new phone in-​store you HAVE TO get the 2.5 GB.» Me: «But I can get the cheaper plan online!» Guy: «Then do that, and wait two weeks for shipping!» (tone implies he thinks I’m a loser.” I walk out of the store.
I go online. Get the phone and plan I want, clearly not an online-​only special, but a regular data plan.
I know they make their living by upselling and using high-​pressure sales tactics, and I have no problem with saying no, just stick with my plan. The manager was nice enough, but couldn’t solve my problem in-​person that a phone rep could sort out in 5 minutes. The second sales guy just straight-​up lied. Plus bad, bad manners. Why does he think I’m more likely to give him money if he insults me a couple of times in the process?

Back! Back! Back! Back to T-​Mobile with a vengeance! Catherine Zeta-​Jones became the new T-​Mobile spokesperson/​ambassador when they launched their 1000 minutes campaign. When The Mother decided to switch mobile phone carriers, she signed us up for a family plan in which we each got a 1000 minutes. I got the various incarnations of the Sidekick starting with the Sidekick II, the Juicy Couture Sidekick II, and the Sidekick 3. I contemplated getting crystals on them yet wisely decided against spending the cost of crystallizing and shipping it to/​from NYC.
Then AT&T was the first mobile phone carrier to exclusively carry the iPhone. It would be some years before T-​Mobile and other carriers would be given the go-​ahead by Apple to carry the iPhone. I really wanted the iPhone. So I went over to AT&T for the iPhone. When AT&T changed their data pricing and got way too expensive, I had to switch to another phone model and bide my time until my AT&T contract ended.
Now I am back at T-​Mobile – at The Mother’s suggestion. And just in time to get the latest and newest incarnation of the iPhone 5. The iPhone 5c, a present from The Mother. Just in time for Christmas (an early X-​mas present) and commemorating my transferring over to university next year. I am looking forward to texting friends, utilizing apps, and checking bus schedules without having to utilize wi-​fi at school, museums, coffee shops, restaurants, stores – like the Apple Store – and other places. And I understand the university utilizes both text messaging and emailing in matters of emergency.
It was a good day to return to this T-​Mobile location as the sales associate we talked with before, Bobby, it turned out today was his last day. He came out from whatever he was doing to attend to The Mother and me. And he was so nice to not only activate the phone for me, he put on the protective screen cover and the phone case for me. Wow! He did good by me and the Mother. Bobby is this particular T-Mobile’s branch loss; he was their resident iPhone expert. I am glad we were able to get my new iPhone from him before he left T-​Mobile at EC Plaza. I wish Bobby well and all the best, I bet he will be missed.
I am glad to be back at T-​Mobile. And I am quite glad they are amongst the authorized carriers of the iPhone.
Fresh Unilocal!Review #65 for 2013

In General T mobile coverage is sporadic and fine some days, horrible the next. In the last week I’ve had zero coverage in el cerrito, san rafael and albany. I have a new phone, when I asked what they could do they gave me a phone # to call.
Verizon was expensive but at least great and consistent coverage

Best service I have to say!!! Kalen was awsome. Went in to buy one new phone and left with 4 lol. He answered all my questions and concerns and told me about promotions I had no clue about. The way kalen helped me is the way you should be helped in any store you go in! Luv my new phone too! I am a very proud t-​mobile customer of three years and many more for sure! again great job kalen and thanks a bunch!!!

I hate to write one star reviews, but after receiving great service again at Verizon, I have to add my 2 cents about T-​Mobile, also in EC Plaza.
This is specifically about the bad service.
Earlier this year I went in to replace a battery on my pre-​paid T Mobile phone. There were two reps there. The woman was helping someone else. The guy was tapping away on a computer. I waited for 2 – 3 minutes for him to at least acknowledge me and say, «I’ll be with you in a minute.»
Nothing.
Finally I said very politely, «Hi, can you help me.»
He looked up and snarled, «Yeah, what do you need?»
I told him I needed a new battery. He took my phone and looked it over.
«No, we don’t sell batteries for this. Go look on E-​bay.» and hands me back at the phone.
When I told him my pre-​paid phone was only a year old he just shrugged his shoulders.
I hope this dude isn’t this rude to everyone. Maybe he has left or been fired by now.
It’s one thing that they didn’t have the battery; it’s another thing to be treated so rudely