T-Mobile

I would give a 0 star rating if I could.
Came in with the miss looking to get her a new phone at about 8:40pm. We were not acknowledged but the representatives were busy so we looked around at some of the phones while we waited. When one of them became available she asked from across the room «can I help you?». We let her know we are looking to buy a new phone but didn’t know which one. We were hoping she would walk over and answer some of our questions but instead she responded «ok well we’re closing in 10 min». We went in ready to buy a phone and with some help it wouldn’t of taken more than 5 min to decide. To make matters worse she then went on to tell the other employee to start locking the doors and closing down, like it didn’t matter that we were even there. We walked out with no one ever offering to help or a simple good bye. Do yourself a favor and take your money to another T-​Mobile were they care.

Slow service. Not very friendly, as if its an inconvenience that they had to help me. I have been a tmobile customer for over 10 years. After asking all the security questions on my acct, she asks me for an ID which all the times i have gone, they’ve never asked me. All I needed was a new SIM card for a NEW phone I had just purchased less than 2 months ago, already spoken with tmobile tech dept the previous night to try and trouble shoot, all i needed to do was get a new card. It was like starting from scratch with her… it shouldnt have taken long. Went to a different store and was in/​out of there. I always seem to feel like an inconvenience and once they start to help, its very slow… sometimes in there 1 – 2 hours :/​I went there because it was convenient, now i will go out of my way to the nearest store to avoid their service.

Slow workers. Have been waiting for over half an hour to be helped and have not been helped. We were put on a list that keeps getting longer. Customers keep walking in and the employee tell them that «We’ll be right with you» but they take days! Disappointed in T-​Mobile.

Purchase of my phone at New Park Mall T-​Mobile went well. It is the call (over 40 minutes) to T-Mobile’s 1800 number this review is on.
I ordered a car charger online T-​Mobile. Promotion online said it comes with a free USB cable with purchase. Its the reason I ordered online and paid shipping. There is no item numbers on the car charger and free cable.
Car charger arrived but not the free USB cable. I called T-​Mobile on the missing USB cable. After 40 minutes, 3 representatives and I repeating the order number, order details, explaining what kind of missing free cable as promotion online said: ‘USB 2.0 Charging/​Sync Cable with your purchase. Use this cable to charge or to sync your phone or device when and where you need it. USB 2.0 Male A to Micro USB Male B.’… FINALLY the last rep told me they will mail the cable free of charge and should reach me in 3 – 5 days. Cross my fingers it will be the correct USB cable I told them about (all 3 reps said they cannot pull details of my order, trying different systems).

Came here really last minute (30mins before closing) and it was busy. By the time they got to me it was closing time.
BUT they still helped me out even though it was time for them to go home!
An associate or manager, I was not really paying attention to the tags named, Alex helped me out, sorted out all of the paper work, and answered any questions I had about the plans and services clearly.
They’re also really good at applying screen protectors!

Today I took my mom there and got her phone a SIM card with the Pay as you go plan. Our experience was very smooth. Aaron helped us and he was extremely helpful. Very knowledgeable with the plan and very fast with getting everything set up. We were in n out in about 10 minutes. Also after the SIM card was activated, my mom tried to call my cell but the call didn’t go through. Aaron went an extra mile trouble shooting my mom’s phone. Turned out she got my number wrong. Anyways it was good experience and great customer service.
A side note to people who never been to that mall: the T-​Mobile store is INSIDE the mall… I hope people won’t be like me today circling the whole parking lot trying to look for the T-​Mobile sign from outside liken an idiot…

Yeah, no.
I had an extremely poor experience ATTEMPTING TO START SERVICE with T-​Mobile last year. Most of it occurred online or by phone but the retail bit of it was at this store.
To skip much of the portion that has nothing to do with this store — basically the T-​Mobile web store sent me the wrong phone and then lost two replacements, charging me three times and stalling on the refunds over the span of two very frustrating months. I had to go through their Executive Response Team at the corporate level to get any kind of answers, and in the period where I was still waiting to be refunded for the lost shipments but needing a phone (which was promised to be ready to go, if only I’d go to a nearby retail store), I ended up at the Newark store. I was told repeatedly, both in writing and over the phone, that all was well on my account and any retail rep could assist me to expedite finally starting service.
Around 7pm (in July, if it matters), I stopped in at this store after work. After waiting about 20 minutes to be helped by one of the three available store associates, I was greeted by Abdullah. The entire encounter took over an hour and was unsuccessful.
He first informed me that no retail location keeps the particular iPhone model I wanted in stock and I would need to place an order with them to obtain it, plus the cost of shipment. After pulling up my account (despite my explaining the situation in detail, with paperwork in hand), he told me my account was marked as delinquent and no orders could be placed unless I paid for the last month of service. I calmly explained AGAIN that I had not activated a phone and had no T-​Mobile devices in my possession, obviously this was an internal error. He told me he could not fix this. He then called the customer support center and was advised that they would not fix it either, and for me to please work this out with the Executive Response Team since the matter is already escalated to that level. His suggestion (after I voiced concern that this was obviously going to turn into at least another week of waiting and it was the Executive Response Team that directed me here that very day) was to either go to the Apple store and buy the phone at full cost and deal with the billing error later, or pay for the month of service I never had with T-​Mobile and deal with that refund later. Neither option seems fair to me, so I turned down this suggestion.
After another two weeks of futile phone tag with the corp team, I finally just went back to my original carrier.
TOTAL WASTE OF TIME.

I have found my new Tmobile home! Julio and David were beyond helpful and knowledgeable! I came in curious about upgrading my sad and slow galaxy s3. I am admittedly not very tech savvy at all, yet David was incredibly patient and polite! All of my questions were answered and I never felt dumb for asking! Julio, the store manager, recognized me from helping me at another location YEARS ago and suggested products that I am seriously in love with! Not only were they so attentive and friendly they welcomed my senior emotional support chihuahua in to the store and even gave her the royal treatment! She had a nice mini glass of water and at one point I took her for a quick potty break outside while they transferred all of my contacts and such to my new s5. I never felt pressured to buy more or tack on all the bells and whistles which was awesome! This was a great experience and I look forward to seeing them again soon! Matilda, my dog, didn’t even want to leave! A+++ guys! Thank you so much from my technologically impaired self.

The store was empty when I went in today. David helped me while some female employee wandered around. He seemed to know what he was talking about, but I felt like chopped liver when, while standing at the counter, he says «excuse me» to answer a call and proceeds to spend 5 minutes helping the person on the phone while making me wait instead of asking them to hold because he was already with a customer. I was very irritated when I left – and you guessed it – without giving him any of my money. The worst part was this other female employee didn’t do anything to help.

Good customer service. I got there at 8:30PM today and was out of the store with new activation in 15 minutes. Ladies that helped me were prompt and knowledgable and right on the money.
I would go there in a heartbeat.

I’ve been to this location three times and each experience left me impressed with the effort and customer service I was given.
1^st Experience
My girlfriend and I went to this store after work to get an iPhone 5. We were helped by an associate whose name I unfortunately don’t remember. She was courteous, helpful, and helped us out in any way she could. My girlfriend bought her iPhone 5 and got it set up without any hassle at all.
2^nd Experience
A few months after my girlfriend bought her iPhone 5, it was my turn to upgrade. Went to this location again and we were helped by a different associate. I went in to buy an iPhone 5s and the associate was a lot like the first one we had the pleasure of meeting. Awesome customer service experience again.
3^rd Experience
This happened yesterday when I went to this location again to upgrade to an iPhone 6 Plus. I explained to Aaron, a T-​Mobile Associate, I had a claim filed with Assurant (T-Mobile’s Insurance company) and I wanted to upgrade. With no time wasted, he walked me through the process of using my Jump Insurance to upgrade to the iPhone 6 Plus and broke down the price. Before the transaction was done, Aaron mentioned a promo that was going on where T-​Mobile was offering free Cellspot routers to customers. I told him I was down for the offer ’cause the router was free and the internet connection speed is way faster now because of it. Good looking out, Aaron! I walked out of the store a very satisfied customer with a new phone and new router.
Keep in mind this experience varied greatly compared to what I was given at the local T-​Mobile store off of Coleman Ave in SJ. None of those guys tried to help me out and they pretty much told me to go kick rocks.
It’s worth driving to Fremont and getting legit customer service from this location.

Poor costumer service, a few months ago this fat lady was paying more attention to her fucking personal phone than me. The client should always be first.

This is my first review on Unilocal.I have always read reviews on Unilocal,but never took the time to rate any place. Since the customer service I had with T-​Mobile here at Newark was beyond my expectation, I felt that they deserve a 5 star review. My husband and I has been here before, but this time we felt very welcomed. Such a professional friendly place. They remodeled and it looks so much better. The atmosphere was fantasic and omg for the first time we actually had fun picking out a phone. Jonathan (Jonny) helped my husband and I with our upgrades. He was great! He was very polite and has a lot of patience assisting us with everything. I had the coughs and even though Veronica was not the one assisting us, she offered me tea and cough drops. What a sweetheart right? But wait not only did we got two fantastic customer service from these two, another salesperson name Gynelly also showed us how great the Samsung Note was. Gynelly and Veronica showed us example of children app, texts, and videos. They took their time to really answer all our question and individually show us how to use the phone. To help speed up the process, Veronica stayed after closing to help us with transferring our phone while Jonny was busy with our paperwork. We all had fun conversations while waiting. They truly set the example of what customer service should be and it really does shows how great of a team player they were. You can tell they all definitely enjoy working there. My husband and my son absolutely love the Samsung Note they had suggested. The next day I had to come back with some concerns and Jonny took his time fixing everything for me. I never felt rush one bit. The next time I come back, I hope to see them here still. This is definitely our store!

Love going to this T-​Mobile store! Especially with the new look of it, it doesn’t seem so drab and boring like how it used to be. Every time I come in here, the staff is always friendly and willing to work with me even though I can ask too many questions. I upgraded my husband’s phone to a Samsung Galaxy S5 and I had to file an insurance claim on my phone because it broke. Everyone is always helpful and I can’t wait until I can upgrade my S4 to an S5 later on!

My dad and I were greeted immediately as we walked into the store. It was really nice and they definitely make an effort to help you with your needs. We just needed a phone to purchase since we already have one SIM card. I think at that point they kind of gave up because we weren’t going to bring them much business since we only wanted a phone and that’s it. The sales associate asked us what type of phone we were looking for and we told him we were looking for a Windows phone because it was cheaper and we just needed a phone with the basic smartphone features. He showed us the way and we were basically just looking at them by ourselves. He didn’t come by later to see how we were doing, but it didn’t take us long before leaving. We’ve done some research on the same phone and found that the phone was more expensive that what we’ve seen online (on websites like T-​Mobile, WalMart, etc). We were looking for a pre-​paid phone and apparently, WalMart has the same one that costs a lot cheaper, but about $ 60. We kind of just took a quick look and left since we weren’t interested in the other phones. The sales associate did greet us when we were leaving and he was very polite.
Overall, I didn’t have much interaction with the sales associate. He didn’t really bothered trying to help us or to show us the phones by himself. Instead, he just pointed the way for us. I guess it was because we weren’t going to start or to add a line in our existing account. So, he probably thought he wasn’t going to get much from us anyways. It’s fine, though. I’d rather not have people pestering me with questions and pushing me to get something.

SAMSUNG UPGRADES
The first cell phone I ever bought was about eight years ago at this location. That phone was a prepaid Samsung flip phone. For that phone I would purchase 30 minutes every month. Even though I loved the basic features of that phone eventually I knew I would have to upgrade my phone. Two years ago I upgraded the phone to my first smartphone, which was a Samsung Galaxy Blaze. It had the features similar to the iPhone such as the size and apps but less expensive. During that time the revolutionary Samsung Galaxy S3 was already in the market but I wasn’t comfortable at that time purchasing it due to the two colors that were only available the sky blue and white. I’m glad I didn’t because 2 years later several Samsung Galaxy products have surpassed the features of the Samsung Galaxy S3: Galaxy S4, Galaxy Note II, and Galaxy Note III.
As my two year contract with my Samsung Galaxy Blaze was about to be completed this year, I had to consider if I wanted to keep my Blaze or upgrade to a new phone. Some people asked me why not get an iPhone. I’ll be honest I never liked the iPhone especially the euphoria last year when the new upgrade versions the 5s and 5c came out. The 5s was more expensive because it had the metal case whereas the 5c had a plastic case. As Bill Maher said on «Real Time» these two sets of phone represented the «two Americas». Also I was flabbergasted that people were waiting in line for the 5s Gold. I thought «it’s just a phone geez.» However the gold phone looked appealing.
So my two options of upgrading my phone were the S5 or Note III. From what I read the Note III was the best smartphone Samsung had made so far. Since the Note IV was coming out in November I was leaning towards the updated Note. A couple of weeks ago I decided to go to a T-​Mobile store in San Francisco, close to my work. I wanted to find out the opinions from the sales reps about the S5 and Note III. They preferred the S5 over the Note III because the screen is clearer. What made me decide to get the S5 was I saw a commercial that the gold color was available on the S5. Also the Note III is too big for a personal smartphone. From the reviews I’ve read over the internet the S5 isn’t revolutionary as when the S3 came out but a refined version of the S3. One review stated the S5 is the best flagship phone Samsung has made so far. Just as the iPhone is the flagship smartphone for Apple it made sense to me to get the best flagship smartphone of Samsung. That is why I decided the S5 over the Note III or the soon to be new version of the Note — the Note IV.
Two Sundays ago I went to this location to specifically order the S5 Gold. One of the sales rep stated if I wanted the gold phone it would have to be shipped to me address. Even though I wanted the phone right away I liked the fact it would be shipped to my home as I turned off by the euphoria of the iPhone 5S Gold. About five days later the kit arrived at my house. The following day I went back to the location and a sales rep activated my phone. I also got accessories like the Tech21 screen protector and the Naked Tough clear case not only to protect the phone but enhance the gold color on the back of my phone.
Throughout the years I’ve had excellent service at this T-​Mobile location regarding my three Samsung phone purchases. I love my 5S Gold phone already but if I decided to upgrade the phone for another Samsung Galaxy or another phone the first place I would go to is this T-​Mobile location.

Thank you Aron for your help you’re great! this store actually knows what they’re doing! come here if you want excellent customer service!

Somebody give Jonathan a raise! Great guy, very professional and earnest, you know he is just trying to do the right thing. Usually you don’t get that feeling at a mobile store, it feels like they are just trying to up sell you. Ended up getting a new phone and after doing some extensive research, seems like T-​Mobile has the best offerings right now.

After learning from my friends that there are better plans to upgrade to, I stopped by the local store. (I chose this location given the higher stars rating from Unilocal). I walked in the store, which was spacey and a few associates were there with me as the only customer. Aaron was very helpful and helped me choose my new phone and got everything set up within a short time.
Basically I was able to get out of my two-​year contract without any sort of early termination fee or charge as I still had about 9 months left on the contract. If you trade in your old phone and upgrade to a new phone, you can get out of your old contract and have the «migration fee» of $ 100 waived. After that you are free of any sort of contract! If you are switching from a different carrier T-​Mobile will pay for your early termination fee. Gee the competition for mobile phone business is sure fierce these days…
Anyway, It sure feels good to be free! Aaron also helped me to upgrade to a better plan so my monthly charge is now lower. My old phone’s glass was all cracked up so I didn’t get the trade-​in value on that. It was an old Samsung Galaxy Note so the trade-​in value was $ 40 only. If I had got the phone glass replaced it would have cost me more anyway, so I was o.k. I got the latest Google phone (Nexus 5) and do the monthly payment plan at 0% APR. I walked out with a brand new phone, having only paid $ 35 for the tax on the new phone. Then I stopped by one of the booths at the New Park Mall where they sell smart phone covers for cheaper. Picked up a fancy one for a Google phone that’s a little cheaper than what T-​Mobile store charges. I was a happy girl with the new phone all working and fast and I was able to Unilocal all I want again…
Oh one more thing I forgot to say: with the new plan you also get to «jump» to a new phone if you decide to switch to a new phone. You would have to have paid at least half of the price of the current phone and T-​Mobile will pay for the remaining portion on the plan for you then you can switch to a new phone and start your 0% APR plan anew. That’s a good option to me as at some point I might want to switch to the new phone that has the higher megapixels camera (13 or 14 mp), which costs more too. For now I’m o.k. with my 8 mp camera phone…

Wanted to give a special shoutout to salesman, Justin. My brother and sisinlaw needed new contract/​phones so I told them T-​Mobile is the company to go to. I told them of my great experience last time and wanted to see if Justin was still working there. And he was!
He made an appointment and set aside time to help my brother and sisinlaw pick out phones, explain the different plans, pick what is a good fit and even help pick out the accessories. He was super helpful and spent a great deal of time with us — to make sure we had everything we needed.
As I mentioned in my previous post, I value T-mobile’s great customer service and it shows since I’ve stuck with them this long. Likewise, when I see employees stay with T-​mobile for a long time, it also shows me that this company treats their employees well and they enjoy working for the organization.
Thanks T-​Mobile!