T-Mobile

The store sucks. They charge 15 for me to switch from a T-​Mobile Samsung s5 to T-​Mobile iphone 5s.
Both me and my wife have been using T-​Mobile for years. Today she got a new phone and gave me her iPhone 5s. I want to replace my crappy s5 with it, which requies a micro simcard. I went to the store and try to get one. They said they had to charge 15 dollars for a new simcard. I have been using T-​Mobile for four years and replaced a few simcards. Never once did i need to pay for it. Never going back to the store ever again.

My boyfriend and I came in to resolve an issue concerning military discount. Apparently, they don’t offer the percentage off every month but offers a $ 25 card at the beginning of your contract (stupid, right). No one was notified of this change, not even the employees. Clint not only did not accept that policy change (especially since we had the email confirming a percent off each month), but he went out of his way to try to amend the issue so we could get that discount. If it were any other employee, I’m sure they would say their hands are tied and can’t do anything. But Clint actually really cared, and tried to help us out. And that made all the difference. Thank you for the amazing customer service today :)!

Christmas in August ~ Back to School STYLED!
T-​Mobile versus ATT no contest. 6 iPhone 6 regulars for the same bill as our three iPhones with ATT BUT WITH LESSER PHONES: with ATT we had: iPhone 4 iPhone 5s and an iPhone 6 plus.
Service OUTSTANDING!
Andres is calm patient smart capable willing to help us save as much money as we wanted.
Originally all we wanted to do was add three lines and three phone enabled phones to our plan so our three children could call home or call 911 in an emergency. Because of Tmobile’s lower prices on plans and phones and because they bought out our contracts with ATT everyone in our family including my Mom got brand new iPhone 6s
It was like Christmas in August for all of us today thank you Andres and David!
Talk about Back to School Styled!

Edward is the Best customer guy that we ever seen! He help to us a lot. We had very hard and untypical problem. Thanks

I absolutely LOVE my iPhone 6 Plus!!! So glad I upgraded, so happy I came over to the T-​Mobile family and most importantly I’m so pleased to have had VAL as my T-​Mobile representative. I really enjoyed how I completely understood and followed everything Val was explaining to me so precisely. I love that when we came upon a speed-​bump in the process Val was able to resolve that issue and iron the wrinkles for me. I enjoyed watching her work her magic. And finally I am happy to see that when I contacted Val via email with a problem I was experiencing she replied promptly with a solution. Glad to see the customer service goes above and beyond the sale!
Mountain View T-​Mobile has a most excellent TEAM! I was impressed for sure. I am very satisfied with the customer service and will be a loyal T-​Mobile customer for years to come and it all started with Ms. Valerie.
If you go in to T-​Mobile Mountain View, I recommend asking for Val or Chris who were both extremely helpful, kind and knowledgable. They both know their stuff!
I also had the pleasure of meeting the store manager who is AWESOME!!!
GO T-​MOBILE MOUNTAIN VIEW… KUDOS!

i like the carrier, but not this store. i have yet to ever leave this store as a satisfied customer. over the past 7 months, i visited this store 5 times, thinking it’d be more convenient and congenial than dealing with phone reps. today floor reps tell me they can do nothing to apply prepaid credit to postpaid account. in parking lot, 5 minutes later, phone rep makes it happen anyway. store staff is cute but apparently can’t handle special cases.

I have been coming to this location for about 5 years. The staff is friendly enough and will readily help you, if they can. Some of the complaints that I hear about the staff seem to be complaints more about the power that the staff has to make things happen.
I do have a few complaints of my own. First, I am very annoyed that a manager called me a few months back telling me that I had a «free» phone upgrade. I repeatedly asked her if «free» meant that a new phone would be «free of charge». She insisted that I could get any phone for free, even the then-​very recently released iphone. Then, when I went down to the shop, it turns out that my suspicions where correct. «Free» really meant that I could walk out of the shop with a new phone on a payment plan. Soooo, that call was a complete lie. Not cool, lady whose-​whose-​name-​I-​am-​tempted-​to-​publish. Not cool. Anyway, aren’t many phones to choose from at this location anyway, so I didn’t even find anything that I was super interested in. Also, every time I go to this location it has been remodeled. For some reason I can’t explain, this irritates me. I will go back if I need to, but that is only because I have been generally happy with T-​mobile anyway.

They do not deserve a star at all ! The blonde I think her name is Erika has has got to be the worst salesman ever. She’s just plain dumb ! I’m must be even more dumb to purchase a phone from the lady she straight up lied to me and told me my bill total with taxes our bill should of been 200 now it’s 300 obviously she was held back in math ! She’s in the wrong business and I will never ever go back to tmobile. I hope they go out of business. Horrible service and my phone stopped working 20 days after I bought it never dropped it or anything ! Of course 6 days after the return period. Managers is an idiot. Only decent person in there is chris ! Worst idea ever to go here don’t do it stay clear or the blonde in there if you do !

The employees at this T-​Mobile do the minimum to satisfy your request. I was there to buy a new phone. The guy that was helping me was very pushy. He asked again and again if I had decided what phone I wanted. I had to insist to have him giving me some space and time.
When I asked for specs of different phone he was not very knowledgable. He just pointed out which ones he liked most without giving enough technical reasons/​details.
Once i decided which phone to get, I was pushed insistently to buy accessories for the phone, even though I repeatedly said that I was not interested.
In general, all employees behaved unprofessionally, talking to each other about plans for the weekend instead of taking good care of the business.

Great place and quick to accommodate every need. Karen was brilliant and really helpful in explaining the service and options and devices. I switched my entire company to T-​M from another vendor and received the best advice and recommendations. Very professional and fast service. I even have email contact to send my requests ahead of time before I pop-​in into the store. Good for business, good for personal use.

Let me be clear here, as for the service overall, T-​mobile seems okay. They do have a little bait and switch going on so you need to look at your bill but if you raise the question they will fix it (the national entity that is) I wished they were more honest but let’s face it, it is a cell phone company, they are are the new used car salesmen.
As for this location I would stay away from this particular shop. I know this will sound sexist but it is because I just cannot recall the names of the three women who worked with me on my 4 visits (the 4^th visit I got a guy) so my advice here is if you go to this location of t-​mobile, let the next person go ahead of you until you get a «guy» to work with you. The women are the ones who earned the 1 star rating.
My primary cautionary note is they know their product line and talk fast but once you get going with the paperwork you run the risk of your credit card swiped 1 too many times. In my case I was charged for 3 phones even though I only bought 1. When I sought refunds, or reverse transactions they told me they did it, but they did not (yes people they lied) I was told to «give it a few days» well I did, I came back, they gave me the nice «I am sorry» «how can I help you?» line but they did not help, again «give it a few days» Well on the 4^th Visit which was about 12 days later some guy helped me out and said he just could not get the refund to work and said he would leave a note for his manager. They can take money in 30 seconds but their mistake and inability to credit me back, even after 12 days baffles me; and the worst part was the falsehoods. I am sure if they lie to a customer and make them feel «it was taken care of» we will leave and when we learn whatever bothered us was NOT resolved then eventually we will wear out give up. It is too bad they just cannot be honest. So in my case I called my credit card company (American Express) and got it resolved in one call.
So in conclusion, if you choose T-​mobile, then good, go for T-​mobile but if you want to pick a good location to go with, stay away from this location.

Be aware of dishonest upsale, from manager to the staff, not a good vibe! Speaking from mine and my friends experience! I would need to give it a minus star if i could!

I interacted with several members of the staff on 4 or 5 occasions. I found them all helpful and able to accurately answer questions about all the products I asked about.
They were also upfront when I asked about cheaper alternatives outside of T-​Mobile store (buying a Nexus 4 from Google for 299 and then getting a monthly plan from T-​Mobile).
THEN when I had an issue with my Nexus 4 which I bought from Google they quickly and cheerfully fixed the issue even though I had not bought the phone from TMobile. I saw the staff work as a team, one staff member was helping me with the Nexus issue and Nelida jumped in to provide a instant fix. (Restarting the phone… DUH… but I was used to removing the battery with the SIM and the error message told me to see my service provider… Google is not good at making phones BTW).
Also I purchased a screen protector, I was having trouble putting it on so Nelida jumped in and offered to do it for me. That is going beyond what is required.
They know their stuff.
They understood the value of removable SD cards and batteries. They new about HDMI capabilities too. They were excited and knowledgable about the Z10 the new phone from BlackBerry. And were objective about the plusses and minuses of different phones. I also saw them try and explain how a the BlackBerry Internet Service, or BIS, could not be used to enable all internet services. They were correct, but this customer got mad because he didn’t understand, and the staff did their best to help.
They clearly explained the costs of different plans and found me a low cost solution.
$ 50 a month for unlimited talk and data!
Beat that.
/​/​Comment on some bad reviews
I am confused by the bad reviews! What do people mean by being ignored? Are the folks expecting to be approached by the staff while they browse phones on the shelf? I personally want to be left alone till I ask for help. Maybe it’s just the New Yorker in me, But I don’t get the people saying «I was waiting to ask a question»… I don’t expect or want staff staring at me to divine whether I am puzzled and then to quickly ask «Do you have a question?» If I have a question I will say «Excuse me, I have a question…». And I think the employees *should* be «playing with the phones» so they can tell you how to operate your phone. It would be a shame if reviews like that one made these guys stand around like a victorian butler instead of learning the quirks and tricks of these devices so we don’t have to!
These guys are great… if you have a question here is a tip… Ask it! My experiences is you will get a great answer and learn something you didn’t know!

AWFUL!
1. First experience: I am the only person in the store, group of employees ignoring me (goofing around, laughing, talking on their phones) I am waiting to ask them questions about a new phone-​obviously they don’t want the commission. Finally I ask politely if anyone is available to assist me and they all sigh, huff and begrudgingly give me a speedy response and a blank stare. I leave.
2. Second experience: I call instead of going in this time-​greet on the phone by some girl who sounds like she absolutely hates her job. I proceed to ask her some questions about a phone and she replies by stating it’s better just to come in (not helpful-​I called so I would not have to go in!) I politely thank her and hang up.
T-​Mobile usually has great costumer service; which is why I have been with them for several years but this place is a group of unhappy employees who make you drive out of town just so you do not have to experience such bad service.

My service never worked except maybe 1 our of every 10 times, and when it did, they download speed were so slow … Sometimes 5 minutes for 1 webpage and when I approached them with the issue they insisted, «it seems to be working» and when I said we’ll it is not, they said I wasn’t due for any upgrades and that I could cancel for $ 150 which I was forced to do because my service was never working properly … They ended up billing me $ 250 for cancellation and then after talking to them saying I was on top of my bills, even though the service wasn’t working they insisted well its our policy to bill cancellations no matter how you feel about the service, if that is you want to stop… After being late on my $ 250 payment (lady said it would be $ 150) they added $ 200 bringing the grand, total to 450 to leave a service that was so bad all the time, I couldn’t use it and the customer service that transfers you when they don’t want to listen to your concerns or story… Horrible, horrible, horrible!!!

I’ve been coming to this branch for 2 – 3 years now and have always had a good experience. More broadly as well, after trying AT&T, Verizon and Sprint, I’ve settled on T-​Mobile as the best. When it comes to mobile phone companies, am relying on my own experiences instead of «the ratings.» I don’t fully understand the negative reviews I’m seeing here.
Literally every time I’ve stopped by in the last 3 years my issue has been promptly resolved with no drama, no extra fees. Most recently I stopped by to pick up a case for my Samsung Galaxy SIII. The salesperson recommended *THE* perfect case — hard back, leather front flap — seriously one of my best purchases ever. On a previous occasion, I had foolishly switched to Verizon, and this store switched me back to T-​Mobile and resurrected my now-​defunct awesome rate plan with unlimited data… within minutes, while I waited.
The only main complaint I have is long queue/​wait times most of the time. I avoid that problem by stopping by non-​standard times (e.g. late Friday evening before closing, first thing weekend morning when it opens, etc)

There were three employees there and I was the only customer. The one assisting me wasn’t friendly and felt forced to help me. The other two were busy playing on their phones. I’ll go to a different store instead where people actually care.
Two stars because it was one my way home and there was lots of parking.

Four days without data service and still counting. Unfreakingbelievable.

I’ve never been compelled to write on Unilocal until now. The customer service I experienced at this T-​Mobile store was some of the absolute worst I’ve ever had. Everything started off fine with Robert — he did a great job of showing me the new G2x phone and I decided to buy it an upgrade my plan to accommodate. He even helped me transfer my contacts from my old phone to my new one. Overall a fine experience — give Robert a raise.
But sadly a mere 3 hours later my phone is bugging out and I take it. Seamus is working and him and I trouble shoot the phone to discover that it just seems to be bugging out for no apparent reason and there doesn’t seem to be anything we can do to fix it. I finally suggest maybe an exchange is in order and Seamus agrees but says I need to be back by 8pm when the store closes — it’s 7:30pm at the time and I assure him I will be.
I return a minute or two before 8pm and Seamus is gone. A women — I believe her name was Brittney (she wasn’t wearing a name tag) — lets me in and is visibly upset that Seamus left and obviously didn’t want to be on duty any more. She starts complaining about Seamus to the manager on duty in front of me and in general gives me a lot of attitude for even being inside the store. «So you want an exchange or what?» She slams things on the counter, gives me a very exasperated attitude and is very rude. Finally the manager on duty takes over and does a much better job but still there is a lot of bickering between her and her employee. The atmosphere in the store was really really unpleasant so I just got out of there as quick as I could. If the manager hadn’t taken over my transaction I would not have completed it. I understand if someone is having a bad day or frustrated but the way this woman acted was really really unpleasant and I’m really disappointed Seamus did not stick around when him and I had clearly talked.
It’s just a bummer to spend $ 300 on something and then not have it work and have to deal with this kind of stuff just to get an exchange. This is a big purchase for me. On top of everything the contacts that Robert ported over for me are missing. Robert is awesome but I can’t recommend the rest of the staff here at all.

1 star for the greater company, 5 stars for this branch.
Seeking greener pastures than Verizon and AT&T, I turned to T-​Mobile since they have the cheapest Pay As You Go plan among the Big 4 ($ 16.67/month if you stay under 133 minutes). Buyer’s remorse didn’t take long to set in, though, as reception turned out to be one notch below fucking terrible: HALF the calls failed whether made from my Palo Alto home, the Best Buy parking lot, or near wide-​out-​in-​the-​open Candlestick Park — a combination of dropped calls and calls never received because of «No Service».
Naturally, I try calling T-Mobile’s 800 number requesting a refund, explaining that they sold me a product I can’t use. All I get is some foreigner telling me NO, along with your standard insincere apology and a «gift» of 20 extra airtime minutes for my inconvenience (lot of good that would do, right?).
But this retail store came through where corporate didn’t, offering me a Full Monty refund for the exact amount charged to my card, even though it’s against corporate policy and it took some computer manipulation to get it done. That reflects well on the guy helping me (Robert), and since he had to get approval from the manager, on the store as a whole.
PS — The reception problems were likely due to my using a phone designed for AT&T, which means the generalization about GSM phones being compatible across GSM providers isn’t always true. My dad did the same thing and had no problems, so it must be luck of the draw.