T-Mobile

I’ve always had positive experiences at T-​Mobile, regardless of the particular location. Came in here today with a complicated dilemma. Long story short, my phone was destroyed, I had used up my entire line of credit on previous devices, my phone insurance was maxed out, and I couldn’t afford a new device out-​of-​pocket.
The employees and trainees were extremely welcoming and friendly. I was helped mostly by Falsheen, who is extremely good at her job. She helped me figure out what my options were, and which one was best for me. She was also very patient.
I’ve had better experiences with T-Mobile’s customer service than with any prior cell phone provider. I also get a great signal with my device. Keep it up, and you will have me as a customer for years to come!

When I walked into this tmobile location with my parents, a sales associate behind the register welcomed us into the store, but when my parents did not respond her and her co worker made a rude snark comment which made me feel very uncomfortable and also afraid to approach the workers for help. The stars I gave are for another employee, Monique, which helped us greatly and also has a great attitude and knowledge on everything we asked for. My mother bought a phone and we couldn’t have asked for better service from her!

If you’re a nice plump juicy commission walking into the store, you’ll be treated like a king. They will program your phone while fanning you and feeding you grapes. But if you’re coming in with a problem that nets no money, you’ll be treated to sighs of impatience and eyerolls. Do your research beforehand and know you want. They are ridiculous with the upselling. Some people here know their stuff, some are clueless. My needs are very basic – I just want good audio quality on calls, a long lasting battery and a good camera. I don’t need a million apps and games, mobile office/​entertainment center. But that’s what they will try to sell you.
I like the plan and will stick with it but will buy online from now on. Having worked as a nurse all my life, I am never rude to service reps but today as a young woman with tragic makeup ignored me in a totally empty store and answered me in shrugs, I had to ask «Could I talk with someone who has some basic communication skills?»

NO ACCOUNTABILITY! womp womp.
Well, after a 7 year hiatus, I decided to go back to T-​mobile. The price of the plans pulled me in. DON’T FALL FOR IT. DO NOT. NO.
I went into the Astor/​Broadway store to get a new number and new phone. I recently moved from California and (in part) due to my job, decided it was time for a NYC number. Here’s what happened:
1) I spoke to the store rep, told him I was going into the store for a new number, and possibly a new phone.
2) He has me call into AT&T (my previous carrier) to get all my account information, so he can ‘take care’ of my account.
3) I give him my AT&T account info, give him my social security number— the whole 9 yards.
4) I even sell T-​mobile my old phone and pick up a shiny new Samsung Galaxy S5.
[Wow, things are going so well right now I can’t contain myself… or so I thought]
Here’s the part that I’m infuriated with— though the store representative had me call into at&t to get all my account information (he even had me write it down for him), he wasn’t actually going to do anything with my account. Any reasonable person would think that when the rep has you call into AT&T for your account info, that they’re probably going to do something with that info and by ‘taking care’ of my account, it means CANCELING IT. Oh hey, I ALSO SOLD YOU MY PHONE? I probably won’t be using AT&T anymore, will I?
Well, common sense does not seem to permeate throughout our Astor place retail store. They did nothing with my account, and never mentioned anything to me about having me cancel my AT&T account. Flash forward a month, after I switched to T-​mobile, and I get a bill from AT&T. womp.
Apparently the sales rep had me go through the trouble of giving him all my account info for no reason. Per the store, there’s no way they could cancel my account without a lot of personal info (hmm.when I gave you my social security number + account number, that seemed personal enough to me).
I’m left with a $ 90 bill from AT&T that t-​mobile refuses to help out with. The store’s manager just defaulted to how this is policy, and they can’t do anything. I’m so disappointed with their service. I just spent 10 minutes on the phone w/​the store manager where she just displaced the blame, saying there wasn’t enough documentation for her to do anything.
Shame on you T-​mobile (well, specifically this location).

WORST CUSTOMER SERVICE. EVER.
Wilson V. Now this is a man who must really hate life. Nasty attitude and completely neglectful of anyone who needs help. Poor service all around. Managed to find a salesperson decent enough to get what I needed to be done.

This store is the retail equivalent of that guy on the train seriously reading the Post with no idea that it’s a tabloid. I’ll be sticking with my grandfathered unlimited data at Verizon, as their plans are a scam.

Horrible experience here. They fulfilled the ultimate cliché of pushy shady sales people. It was like the horror movies depicting the fictionalized and dramatized sales experiences. Only it was real. What do I mean? Allow me to elaborate.
When we arrived we asked to simply buy an iPhone 5s. That was it. Okay, the sale girl said. She went to the back to get the phone. When she started the paperwork, she said «Okay, iPhone 5s, Jump…» And I stopped to interrupt her, «No, we never said anything about wanting Jump!» She took that off but continued to pressure me into it. You see, I had came with my friend who had recently immigrated here and couldn’t understand English well enough to know what she was doing. So she asked him when he returned (he had gone to use the restroom), «I was asking him if you wanted Jump…» And started explaining it. I had to explain it to him, he didn’t want it. Then she brought him to the cases. I already told her we didn’t need any. She proceeded to grab a case and say «If you buy two you get the third free» (at no additional cost would be more accurate), «what do you want for your second item?» Well, my brother was also with me and had become tired of her antics by then and said, «Wait, he never said he wanted that, you are employing high pressure sales tactics on him. Not cool.» Well, she that stopped her. Suddenly her fake smile disappeared and she became sullen. She just started to finish our transaction like we wanted and would no longer even smile or answer questions politely. We finally finished and before she started to open the phone I asked her to allow my friend to open his phone. She begrudgingly allowed him to. Come on, that is a big part of the buying experience, opening the box! So we started to set it up and she promptly left. We were on our own without the phone set up. We called T-​Mobile customer service to finished the activation and set up process after we left. She did not even look at us when we left.
So, with all of this, I will try to give ways to improve. First, end commission based compensation. Stop tracking sales metrics as much and focus on other important pieces, customer satisfaction for one. Pay employees a fair hourly wage. Have them ask and explain things nicely, and if someone doesn’t want something, move on. Train employees on excellent customer service until they are ready to provide it. Allow customers to open the boxes and walk them through the set up process. Frankly, I fault her management for this experience. They have been clearly pressuring and teaching her these unethical and high pressure tactics. T-​Mobile, #UnCarrier your sales experience.

Hard to believe it but I actually had a good experience at a cell phone store! I went in with my Nexus 4 and left 15 minutes later with it activated, my company’s discount applied and the sales associate, Sovannarong, had explained the stuff that mattered and skipped the stuff that I said didn’t. A+++

My old Blackberry finally died, and after a brusque and unhelpful experience at the T-​mobile on Church Ave in Brooklyn, I decided to try this location to see if I could get a new phone on a payment plan and not switch my carrier to another company (I’ve been with T-​mobile since 2002), which I was on the verge of doing. Kamal was a calm, knowledgeable, friendly, and very professional staff member. He helped me choose a phone (a Galaxy s4) that I absolutely love and could afford, both with down payment and installments. He also was very clear in explaining the fine print in the contract. It’s a busy store, and he had another customer he was assisting alongside me, and he managed to serve us both with efficiency and attention. So take note, it’s because of that experience that I didn’t break my contract and go to Verizon. Thank you!

I’m not a fan of T-​Mobile as a company, but I’m on a family plan and don’t want to go it alone with another carrier. I went in to this T-​Mobile store twice this week to sort out getting a new phone for myself without changing plans (and thereby angering the other four people on the plan, lest I get dagger eyes over Christmas dinner). Alex and Wilson helped me — both were very patient, thorough, friendly, and professional.
Minus one star because this is a very popular store and it’s understaffed relative to the customer traffic.

I love having a firm idea in mind what I’m going to write, and what star rating I’m going to give, and getting to Unilocal and finding that’s already the average review! It’s then that I feel I’ve achieved a sort of Unilocal stasis, a state of equilibrium requiring quantum mechanical balance of the sights and senses.
On a recent undercover assignment, I was on a mission to replace said boost mobile (prepaid sprint) phone with a brand spanking new sidekick 4g mobile. Go ahead iphone users and scrunch & scowl. I’m over it!
Before meeting at a secret location to exchange cash with a stranger from craigslist, I walk into the closest t-​mobile store to ask about prepaid service. The gentleman there (Thur evening) explained it simply. You’ll need your account #, PIN # and mobile # to initiate the transfer. It’s called a PORT-​IN, and t-​mobile can do that for you right here in the store. Great I thought. He also gave me some additional advice about checking out the phone, to make sure it powers up, and functions properly.
Friday morning I head out to Brooklyn Heights to make the exchange. I feel like I’m doing some smuggling of exotic works of art or something. (see Starbucks review just before this one).
So Friday afternoon I find myself back in the same t-​mobile store and a nice lady asks how she can assist me. She actually comes up to me. Whenever I see this happen in a store, I think *commission*! Yes, years of training to smell these things. But she was quite nice.
I explain the plan, and she sets out to sell me my prepaid sim card. She also explains that the port must be initiated by Sprint. Oh are you sure, because I was in here yesterday and the gentleman told me different. Nope, she insisted, you must call sprint. Ok, fine. Once completed, she is a bit short on explanation so I ask if there’s anything else? nope she replies? So I take it upon myself to plugin the new sim card, and test it. Yes I can text, yes I can phone. Great, thank you I say.
Of course shortly thereafter I get home, and call Sprint. After another 45 minutes in call center hell, I get someone who gives me the details. What do you know it’s the same story the t-​mobile guy told me, you need account # (which they gave me) pin # which I had, and mobile number.
From there finally I call t-​mobile, and of course another 30 – 40 minutes in call center hell to *FINALLY* get on the phone with a woman who can begin my *PORT IN* process. Indeed as the first gentleman said, those three pieces of info are all you need.
So my theory, of course I could be wrong, but my theory is that since they don’t make money processing a port, and helping you on the phone with that, she probably gave me a cock-​n-​bull story, to get me out of her hair. $ 50 prepaid account setup, commission collected, customer out.
Don’t get me wrong, the lady was pleasant and all, but I was not overly impressed with the whole process.

I have a decent relationship with T-​Mobile. I am a loyal customer. I sued them once, but I am a pretty loyal customer. I got a phone cradle for my car from them so that I could mount it on my dashboard. Within weeks, the usb outlet just fell out. It was defective. I felt like a fool. I felt more like a fool when the customer service rep at this store told me that even though I was within the 30 day period, I had to call customer care to deal with it. I was just mad when after 3 dropped calls and 2 hours, I was told to go back to the store.
I went back and before I could even get upset, the manager of the store was very helpful and returned my money, no questions asked. So it was a two star experience that got two more because the manager was great.

Their service is not rude but certainly incompetent. They don’t know their way around an unlocked phone, which, for a SIM card phone company, is a bit of an embarrassment. It took me several days before my phone was fully functional, and I only got it working by talking to a guy at their customer service number, not at this location.

2.5 stars. I came in here to fix a problem with my phone. After searching nearby locations with my phone I chose this location on Sunday afternoon. When I get there, three people are waiting outside. The door is locked. It is around 1 PM Sunday and the sign says they should be open at noon.
They finally open the door and I let the three who were there ahead of me get their help.
When it was my turn, I told the service rep that I have not been able to send text messages for four days, She checks in the computer and realizes I am paying for a text-​messaging plan. She gets on the phone with some central office and explains my problem to whoeves is on the other end of the line. She advises me to first free up some memory by deleting some old text messages. After I deleted all I could, she tries again to see if the phone willl send text messages. This did not work as the same error message came up on the phone. She checks my settings and that seems to be the issue. Apparently, the messaging number was not correct or something to that effect. She changes the settings and tries again to send a text message from my phone to hers. That seemed to work.
All that took about ½ hour.

They were very helpful.

I think the only people who would search for this in the first place are people who are pissed off about their service and want to rant about it. I’m definitely one of those.
I went in simply wanting to switch a plan. This dickface with color contacts was having a blast laughing about something before I sat down. I told him I wanted unlimited text, then asked him how much it would be in total, he told me he doesn’t know.
«what do you mean you don’t know?»
«i just don’t know»
«I just want to find out — after changing to unlimited text, how much would I be paying in total every month»
«you don’t seem to understand me, I just can’t tell you how much»
Ok. Fine. On with the next question. Then he gave me a tone that made me seem like an idiot because I had a couple other basic questions that he can’t seem to answer in a straight forward way. then after a couple more of these mini episodes, he finally tells me that my voice plan is $ 40.
So I go — ok, so my voice is 40, and unlimited text is 15, that would make my monthly plan 55. Then he looked at me blank eyed–
«…what? no, I have no clue as to what you just said. I don’t do numbers like that. you’re just blabbering numbers at my face»
Then he went on laughing his dickface off as if he found it somehow amusing. It goes on but I don’t want to waste my time.

I must agree with Rashida. WORST CUSTOMER SERVICE EVER. I needed a blackberry for work so I brought in my old one to reactivate. Firstly, the guy who was helping me was too busy flirting with his co-​workers (and somehow, vice versa) to pay attention to anything I was saying. He also had no idea how to activate my phone properly even though, and correct me if I’m wrong, that’s pretty much the only thing he has to do at his job.
He couldn’t figure out to add on the enterprise feature which is how you get Microsoft Exchange emails. He asked his co-​workers, his bitch manager, and even called the t-​mobile help line — all while making me sit there for over an hour and not apologizing.
In the end, he said he *thought* he fixed it but couldn’t be sure. I asked him if it didn’t work if I could get my money back and take my phone to another store and he said no! God damnit people.
To top it all off, he promised to call me the next day after he spoke with his manager but alas, no call. Not really my problem, that’s one less customer for you guys T-​Mobile! Even Catherine Zeta can’t help you now! I knew I shouldn’t listen to a woman who is dating someone from the Jurassic Era.