T-Mobile

Today we went in to T-​Mobile Alakea and we worked with Matth. He is soooo personable, amazing, very knowledgeable in helping me in what I needed to do for my phone. He took the time and patience to help me and my husband with my current phone I was having issues with and help me do a upgrade. This is what I call great customer service. Someone who is willing to go above and beyond and didn’t even have too… Sad though having to encounter bad experience at Kahala Mall but, Matth made up for it today. He gets a 10 stars from me. Mahalo matth for helping me today! You are awesome

Had a very pleasant experience at this T-​Mobile shop. Quick, informative and efficient. They were able to transfer me from the horror of AT&T in record time and I’m now a happy camper. Highly recommended.

If you have any cell phone or accessories needs go see Jason. Very helpful, knowledgeable and super friendly. So far I got 3 phones from him. If it wasn’t for his superior service I probably would of left T-​Mobile. He knows I’m short on time and he takes care of everything for me in a timely matter. Thanks again Jason for everything. Will see you when I need another phone

I have 6 lines & all phones were purchased here. I never had a bad encounter before. I had a string of bad luck yesterday trying to transfer 2 lines to my son who wanted to get his own account. Fyi not everybody knows your process T-​Mobile & if a customer comes back the 2^nd time, you are OBLIGATED to explain again. Necely. My worse luck when I was told this could not be done at the store by a girl who rolled her eyes when we told her what we were doing there. It had to be done over the phone. Ok got it. Made the call & it wasnt handled well. The rep on the phone said done, u can go back in the store & activate the account, I did. Went back in, & they gave me back to Grace, who again said we don’t do that here. I told her Jason (phone rep) told me I can go in & activate my son’s account. She said with such sarcasm «Well I’m sorry if Jason gave you the wrong advise but we don’t do that here». No options period. This review is for HER. And when I go back, I will specifically let them know I do not want to ba handled by her.

I purchased a 1 month prepaid plan, and unfortunately T-​Mobile was unable to activate my phone on their network. After troubleshooting for over an hour, we were still unable to activate the phone.
When I asked about suspending the account until we could resolve the issue they told me no. I asked the manager about a refund and his answer was no, but you could buy another phone from us.
Seriously? That’s your best T-​Mobile? I was trying to make the switch to your company, but you’ve given me every reason not to. If this is how you treat a potential customer, I have no desire to go further.
I filed a complaint with the Better Business Bureau, and guess what, so have thousands of others. Unless you’re willing to make a drastic effort to make things right, I will never be a customer of yours, and I will make sure those around me feel the same way.

Came in the other day just to pay my phone bill. But on the way here I kept thinking about updating my phone. The visitor parking in the basement was really tight! I always try to find an empty spot and hope no one will park next to me. When I walked in, I was greeted by a worker, she took down my name and asked how they could help me. I had to wait about 10 minutes. Kiley, assisted me. Paid my bill and finally just decided to upgrade my phone. He checked my account if I could trade in my phone. Sure enough, I could do the JUMP! trade in. I was impressed how fast and quick Kiley got my phone set up, contacts transferred and done in less than an hour. If you’re gonna park in the basement, dont forget to ask for the parking coupon or else you end up paying.

Wanted to switch over from AT&T to t-​mobile and my mother and I had no idea how to go about it. Walking in there with a ton of questions and didn’t even really know how to explain what we wanted out loud, Jason walked us through everything. He was soooo patient and nice and had to explain everything like 3 or 4 times because my mom (being Filipino and not quite able to understand unless repeated multiple times) wanted to be sure she wasn’t getting tricked into paying for more. Jason even went so far as to call AT&T for us to cancel out contract and the whole shebang while my mom and I were sitting down in the corner fucking around with what I should type in this review for Unilocal.Jason’s service was on point and not once did he raise his voice or show any sign of irritation when he had to explain everything to us over and over again. If ya’ll wanna get excellent customer service, go to Jason. Compared to the rest of the staff, his people skills are superior. (Female worker next to him had a mean tone of voice when helping the female customer next to me. almost made me wanna tell her to chill tf out.) Anyways, props to Jason from T-​mobile. I only ever write Unilocal reviews (and remember the names of) the people who either give awesome service, or suuuuuper shitty service, and Jason was just so awesome.

T-​Mobile is my preferred carrier of choice and I had recently upgraded my iPhone 3G to a iPhone 5. My iPhone 3G had gotten so bad (frequent freezing and unresponsiveness) that I decided to buy /​upgrade to the iPhone 5 that’s comparable to the T-Mobile’s network.
After acquiring the iPhone 5 on eBay for $ 210 + shipping, I knew I needed a new SIM card to transfer my phone number information. Out with the old, hello new iPhone! I can’t believe I had that iPhone 3G for 4 years before upgrading. It’s like driving an old beat up car before realizing it ain’t doing it for you, or your style. Here I was at the T-​Mobile retail location in downtown location to procure the coveted micro SIM card for my iPhone 5. It was about 1pm and it wasn’t crowded at all, but I had to wait a little. The store itself was pretty much laid out in what you would find in a t-​mobile store. Quite clean, organized, and very much stylish to be sure. My experience here was decent, positive, and relatively fast.
Happy to have gotten out of there within 15 minutes total time. I arrived here at 1pm and the dude who eventually helped me with my purchase also was the one who asked incoming arrivals what they needed and wrote their name on the sign in sheet. I thought of buying an accessory for my iPhone, but they can be pricey here, when I can shop online to compare. T-​Mobile accepts major credit cards, so that’s a great plus. I was surprised that they charged me $ 10 for a new micro SIM card since I was an active T Mobile user subscriber. Weird, but I guess it’s a way to make money. In any event, parking to get here is very hard to find on the street. Regardless of that fact, there’s always walking or public transit to get here, namely bus routes 1, 2, 13, and 9 through the downtown corridor.
The service here was quick and pleasant. It took maybe five minutes to access my information and activate my new micro SIM card for my iPhone 5 and paying for it was a cinch. I should have asked for help in putting the SIM card in the phone, but it was good when the card worked for real and I could finally escape from the iPhone 3G world! T-​Mobile is the 4^th largest telecom companies in the world. Whether you use them for local, domestic, international calling, texting, and just browsing the web, look for T-​Mobile to be your source or communications worldwide! I’ve been with them for at least 4 years and it’s been good to me ever since. Definitely recommended if you are wanting to switch carriers or start anew. Compare fees and amenities first before signing up.
Support local!
B+

Came here wanting to activate my iPhone but never got acknowledge or anything while others got checked in. I was just standing there like crazy so I just left the store with nothing.
The first time I got here, I got checked in but the wait was 30 minutes. I just wanted to ask if they had the 6+ but the guy didn’t answer and just checked me in to be helped by others.

I worked in sales before. It’s unfortunate that management can’t staff a place with enough workers just because it’s a Saturday. The girl with the long hair just looked at me and passed me without taking my name. Just because there are a lot of oeople just standing around waiting to be helped cause there isnt enough people working. Don’t pass people over thinking you’re giving customer service to the person who came before you. If you know how to take names then maybe you wouldn’t be having low ratings on customer service. If you can’t handle large volumes of people, get a new job where you don’t deal with them.
If you want to be treated like a person, then go to the Kahala store. It’s a shame we had to come here cause the phone we wanted was out of stock.
I’m still in the store and the girl with the long hair is so condescending on the phone.

Seth is a customer service wizard! Add Kristin to the mix and you’ve got the right recipe for customer loyalty. Thanks to you both today for helping in my transition from iPhone 4 to iPhone 6.

I should’ve told my boyfriend and his dad to go to the T-​Mobile in Kunia which is waaaay better customer service than here.
First of all, we come in and were greeted by this Asian guy kinda big (should’ve got his name for future reference) it was a greeting like «I don’t wanna greet you but my supervisor is here» kinda greeting.
I had the vibe he didn’t wanna be working and just wanted to get off his shift and felt like we were bothering him.
Mind you my boyfriends dad doesn’t speak much English so my boyfriend and I did all the talking. We let the guy know that my boyfriend wanted to upgrade his phone to the 6. So he asked for my boyfriends number because he needed it for the upgrade. He gave the guy his number and my boyfriend told him that his dad wanted to upgrade to the 6 as well. So the guy asked for my bf’s dad’s number too.
He let us know that iPhones aren’t in stock and blah blah blah. At the very end, he made my boyfriend sign a paper, he didn’t even go over what he was signing for. He just flipped it to the back and said one of you guys need to sign this.
I look at my email because they said we need to confirm the payment so the phones can be shipped and he only charged for ONE PHONE which was my boyfriends phone yet we wanted 2 phones for my bf and his dad. Why would he ask for my boyfriend’s dads number if he was only gonna charge them 1 phone? My boyfriend and I tried calling them and they said to come in person. My boyfriend and dad work 6 days a week and I can’t go because I work plus I have an infant to worry about! I think it’s so inconvenient and upsetting to have to go AGAIN to town to buy him another phone. We don’t have internet at home so we can’t go online plus their phones aren’t properly working which is why they’re upgrading in the first place. If he went over everything on the paper then I would have caught that he charged for only one phone but he didn’t.
Okay so we went back to Tmobile head inside. Again, we don’t know what to do we go up to the counter where a lady is on the computer and stand there for a good minute no «hi» or ANYTHING. How rude! If it wasn’t for the guy who came up to us and greeted us we would’ve just been standing there like crazy baboons. Anyways, he got my bfs dad’s number and turns out, he has this insurance on his phone that only allows in-​store jump upgrades and since the iphone 6 isn’t in stock which is probably why the first guy who «helped» us a couple days ago didn’t charge us for the second phone. Had we known that the first time, we wouldn’t have wasted our time going there a SECOND time! But, the guy was pretty nice and took down my bf’s number and said he would give him a call when they get in stock which is something they don’t normally do.
Overall they should teach their workers to go over everything on the paper the customers are signing so they’re aware of any mistakes before letting us sign and teach their workers that although it’s almost closing time and they just wanna leave to have a good attitude. I work in retail so I know how it is but I was taught that the customers are always right. Thank you.

No help at all from this place. A guy named Stan didn’t even TRY to see why my samsung s3 keeps rebooting. He’s so quick to just say you have to buy a new phone.
I bought 4, yes FOUR brand new phones from Tmobile and I get more help and suggestions from YOUTUBE! The help there is non-​existent. Then a second person seemed to try to help but kept going to talk with any other customer that walks in?!
Why should I give Tmobile my business? I’m taking my 4 (Four) phone business ELSEWHERE.
Terrible, NON EXISTENT service

This is regarding my experience upon my separation away from T-​mobile. I don’t care what they think about customers like us, but you don’t trip your customers as they’re leaving your restaurant and make them fall, and the same theory apply here.
I have purchased a Galaxy S4 about a year ago, like everyone else i had set up an installment where I’d pay $ 20/​month for it. Upon my separation, i had paid for the phone IN FULL PRICE ($ 650). Despite my punctual payment, T-​mobile had given me an incredibly difficult time trying to unlock my phone, even though i met the criteria for unlocking: 1. The phone is paid in full. 2. The phone was purchased from T-​mobile. 3. The phone was active in the recent 45 days. And here’s what happened:
⁹⁄₉ i received the bill that I’ve been waiting for to make a payment, paid over the phone on the very day i received the bill. Then i called to have my phone unlock-​in less than 24 hours, i received an email stating that «your account has to be active is the past 45 days, therefore you are not eligible for an unlock code» i immediately called t mobile explaining that must be an error because my last activity on the account was less than 45 days ago. Therefore, t mobile rep had helped to push another unlock code request through, this time, i didn’t have my phone on me, so she looked up the IMEI number for me on her computer.
⁹⁄₁₁ i received an unlock code, trying several frustrating attempts on unlocking my phone, i called t-​mobile and notified then that the code was not working. Mariah had suspected that i could not follow the instruction on the email and had insisted that i must go to a t-​mobile store and they’ll help me with my unlocking. This was my second attempt.
⁹⁄₁₅ i took out time to visit a t-​mobile store, where i came to this location, and this guy named started with an «A****» tried to help me. upon explaining my very frustrating situation to him, he had pointed out that it was the IMEI number that the unlock code was submitted for, so the code wouldn’t work for my phone. I then asked if there’s any way he could help me unlock the phone since i already paid a lot of money on this. The representative then said, in exact words, «i can only put in another request because you gave the wrong serial code the first time. I didn’t even know that we unlock phones for people who are not with t mobile anymore, i don’t know our policy at all» when I asked that if tyne code doesn’t come through in time to still qualify me for the «active for 45 days» requirement, what can I do? I understand that I’m not with your company anymore, but this almost sound like a «i don’t care about you, you’re not my customer anymore, i don’t care if you paid $ 650 for this piece of crap that you can’t use no more». he gave me such a horrible service i then have a worse perception on the customer service from this company.
⁹⁄₁₆ i received an email for my third request for the unlock code, stating that I’m not eligible to receive a coffee because i didn’t pay for my phone yet. I called again with frustration explaining the situation, hoping something different would happen.
⁹⁄₁₆ on the same day the fourth email came through saying that they only allow one code per line after cancellation and that i don’t qualify. I’m only going to all the dead ends, and during my last call, i called and asked «i only want to know if this is going to happen, if it isn’t, please stop wasting my time» this lady help helped apologized and put down a note explaining my situation so it gets through with no problem.
⁹⁄₁₇ finally today, i received the fifth email from t mobile, this time it say, again «you didn’t pay in full». and the ending? I DIDN’T RECEIVE ANY UNLOCK CODE, DESPITE MY EFFORTS OF PAYING THE BILLS ON TIME, BEING A GOOD CUSTOMER, I PAID $ 650 FOR A PIECE OF CRAP, AND MOST IMPORTANTLY, T-​MOBILE DON’T CARE!!!

Why do phones have to be so expensive?! I remember the days when cell phones would cost no more than $ 200. Now it’s not unheard of for phones to cost $ 500 or more! Slap on an insurance plan, family members, and a data plan and you have a $ 200 monthly bill on top of that $ 500!
Even though I could settle for an old school basic phone, I prefer smart phones. I love being able to use the many apps that are available. Also, where would I be without the Unilocal app?! :D
This store has a wide variety of phones and accessories. It is a bit pricey though. But that is the nature of owning a smart phone.
The employees here are a mix of good and just okay. Parking is in the basement with access off of Alakea Street. Just drive down the ramp once you pass Hotel Street and you’re there. They validate for free!

This location is located in the corner of Alakea St just right across the First District Court of the First Circuit. A little hard to find, but it’s alright coz when i tried to get helped in the store people here i mean all reps greeted me with all smiles. The store looks busy when i visited but the rep who helped me said that usually they’re busy from 4 till they close.
I like the way they write down names as soon as we enter the store. The rep who helped me is so helpful and nice. She’s a small asian girl (i forgot her name). I’ve been in this store since 2008 and they change a lot since. I like the new look of it and all phones they offer and of course the plan! Over-​all i love my come back to T-​Mobile esp. Tmobile Alakea. Also they said it’s a corporate store, better for you to go here instead of Tmobile Beretania coz believe me they really don’t know what they are talking about. They almost screwed me good thing i dont activate with them. Booooo TMobile beretania!!! Go Tmobile, lobe your early cancallation fee reimbursement.

Great customer service. We were greeted as we entered. The person that that served us was very knowledgeable and helpful. Got exactly what we wanted. Great customer service has kept me with T Mobile.

I USED to be a dedicated Alakea T-​Mobile Store customer. Truth be told, the customer service at the Alakea store basically SUCKS. The salesperson placed me back on contract without first checking whether they had the phone I wanted (Samsung Galaxy S III) in stock. When she found out that they were out of stock of the phone that I was now on contract for and making monthly payments for, she said that they were expecting a UPS delivery that day. That was a lie because I eventually found out after two separate phone calls within the same week that they weren’t expecting a shipment of the phones for another week, at the earliest.
I told the salesperson at T-​Mobile that while I understand the phone was popular and running out of stock happens, they needed to (1) check they have the product in stock BEFORE entering into contracts with customers, and (2) when you find out you are out of stock, be UPFRONT AND TRUTHFUL about when you will have the phone back in stock. I was mad because I was essentially paying for a phone that I didn’t have. They placed me back on contract without delivering their part of the bargain. Instead, the salesperson I talked to on the phone told me that I signed and initialed the contract, so I was bound to the contract. What a donkey! Of course I know that otherwise, why would I be making such a stink about this whole mess in the first place!
Finally, the salesperson told me that since I was already on contract, I didn’t need to wait for the Alakea store to get the phone back in stock. I could go to any other T-​Mobile store that has the phone in stock. HELLO?! Why didn’t you say that in the first place? So I went to the Kahala T-​Mobile and got my phone. The Kahala salespersons were super helpful and nice.
I just felt like they were being shady at the Alakea T-​Mobile store. I also emailed T-​Mobile about the poor customer service at the Alakea store. They acted like they did nothing wrong and I was being a pain in the butt. They kept on reminding me that I signed a contract, but failed to realize that they didn’t delivery their end of the bargain and were being deceptive about when they could make delivery. Shady, shady, shady. I don’t trust them at all.

MY STORY: Customer service sucks when you talk to Tmobile on the phone. Customer service also sucks in this store. I cancelled my plan in April but kept receiving bills over and over. I called the «mainland» customer service and they told me they made the mistake of not closing one of the lines from my plan. So they «closed» it and they told me my next bill would be a «zero» balance. Oh wait, next month comes along (July) and I get a thousand and a half calls from them saying I have an outstanding balance. I also receive a letter stating that same thing.
Frustrated, I decide to go to this location to pay for it because I just had enough of this company’s foolishness. I thought «hm, once i pay this darn bill, I wouldn’t have to deal with them anymore.» It’s really sad that it came down to me having to pay for a bill I really didn’t need to pay for. So I come in to pay for it and I explain my situation to one of their workers, who by the way is a total dick. HE SHOULD BE FIRED. I don’t like to point out people but he takes the cake because I cried after leaving the store, and I can usually hold my tears in public. He’s a young haole guy. He tells me that, besides the outstanding balance I owe on the letter received, I also owe another $ 200+. I was dumbfounded. Instead of helping me out, he tells me that he doesn’t understand the codes written in the system and that he would call customer service and I, yes, I, I, I talk to them (instead of him). Mind you, his tone of voice was condescending. So he calls and get this, calls the customer service using the number that a customer would use when they are calling from their phone. Don’t you work at Tmobile? Can’t you contact someone immediately? While I’m put on hold, he goes in the back leaving me by myself while the auto voice tells me I have to wait 12 minutes for someone to answer me. I hang up. He finally comes out and I tell him F**k you! No I wish I did say that though. Sorry for the swearing. Anyway, I pay for the initial amount I was originally going to pay for and I leave. Thank goodness for my bf. He suggested I Unilocal the highest rated Tmobile store and visit them instead of this location. And guess what? The peolple from the Tmobile store in Beretania/​Piikoi were able to help us. They didn’t give us a BS story on not understanding codes. And another plus — they got in contact with someone from the mainland and THEY explained my situation to them. Yup, thanks a lot Alakea, NOT!
So in summary, I would never, ever, ever, ever recommend anyone to come to this store for billing disputes because they will brush you off like dirt. If you have that young haole guy, ask for another person because he doesn’t give a rats butt.

The lines are long. But the customer service is great. Everyone is friendly and is glad to help you even though you can tell all the customers are irritating as hell.
It’s in downtown located right across of the Alakea Court House. It opens the earliest of the T-​mobile locations and closes the earliest too. I don’t know where to park for free because I’m pretty sure you’ll have to pay where ever you go.
Yah, I like this place strictly because of the customer service! Go!:)