T-Mobile

I love the customer service i walked in to pay my bill and walked out with a new phone and a paid bill

My cell service sucks, the customer service sucks, my data is slow. Even the slightest interference blocks all data and cell reception…
But I pay less than anyone I know for my phone plan.
It balances out I guess.

I called the store at 10:10am on a weekday. After about 4 rings, someone picked up the phone and I heard from a distant voice saying «The ringer is very loud». Sounded to me like someone just picked up the phone so it would stop ringing. So there I was, waiting on the line for someone to answer my phone but no one ever came. I could hear the employee chatting with each other.

Really bad service. Very «cowboy» type service. I asked about business lines and I don’t think they had a clue how much it would cost. I was told I would get a call from their specialist who was on PTO. Never heard anything back.

Did not open at 10am, when I asked if I could pay my bill, the employee smiled and held up his index finger and nodded head. Other employees appeared professional

This review is about T-​mobile as a company, not about this particular store. This would be zero stars if it were possible.
If you’re thinking of switching over because of the lure of their early termination payoff, think again about it. I switched to t-​mobile from ATT in September and got a Samsung S4, thinking how great it was that I wouldn’t be in a contract and that I could pay the phone off monthly. The problem is that 6 months later, I’ve had extremely poor network connection in Oakland — either in my home or traveling around town. I get zero service and spotty service if I’m lucky. Countless hours on the phone with rather inexperienced customer service reps have gotten me only frustrated. It took 5 calls to finally get credited my monthly service (ya think it would be a no-​brainer that if I didn’t get phone service for the month, you’d refund that monthly fee, right?!). To make a long story short, I’m now stuck with a phone I have to pay off but I have to live with the worst phone service I’ve ever experienced (definitely at the bottom of the rung compared with ATT and Verizon). Now I’m looking for a way to sell off this relatively new phone that I have to pay full price for and yet can’t use.
I don’t bother calling customer service anymore as I’m given the same stock answers and am asked to be patient when they can’t tell me what seems to be the truth, that: 1) have not fixed their technical issues 2) their network can’t handle the influx of new customers (I’ve called 6 times in the last 8 days to report problems and had to call a number of times before that in the past month). Right now, they do not care about customer retention, only about luring you in.

I am a current Verizon client who was considering transferring to T-​Mobile today. I recently purchased a phone and a plan with Verizon, and my grace period with them ends today, ie. i need to return my phone and terminate the contract today in order to avoid penalties. My quest to change carriers started pleasantly enough at this office but quickly escalated to a farce at their call center.
I spoke with a representative at T-​Mobile who presented me the prepaid plan where one gets 5GB of data and limited hours plus text, for $ 30/​month. She said it is a similar plan to Walmart deal. She assured me it would be the same plan, could only be ordered online, or from a call center, and everything would be explained in the package. Hence I ordered the starter kit and promptly received it, together with the setup manual. Since I did not see the mentioned deal in the brochure, I contacted the customer care to ask how to proceed. I first spoke with a lady who took my order number and pulled up my info. She put me on hold for a sec and the call dropped. I got the rep number two, to whom I volunteered my order number. She told me it did not work that way, and asked me other set of numbers instead, which i did not have at hand at that time. When I mentioned that the previous rep was able to pull up my info with the order number, the rep number two *actually started to argue with me* telling me that that is not the way things work and insisted i give her the numbers she wanted. When i pressed on, wanting to give the order number, she actually hung up on me. So i call again and get rep number three, Fair to say I was pretty frustrated at this point. I explain my dilemma *again* and the rep number three tells me that the reason i cannot see my ordered product in the starter kit brochure, is because it is only done/​activated online. However, this was not mentioned in the procure at all. The rep number three did offer to help me out setting up the account. However at this point i was pretty confused and angry and wanted to give feedback about my customer service experience. I explained to the supervisor the dilemma i was in, *a potential new client nota bene*, and she kindly listened, and then looked for the info online and basically read out loud to me what was written there. She admitted she was not familiar with this particular plan, kept re-​reading the info online, and i felt we were getting nowhere fast. I then proceeded to tell her that based on my experience today there was no way i was going to leave Verizon. She was polite all the way through, but interestingly enough she did not even try to persuade me to reconsider or win me over at this point. Instead we said goodbyes and hung up.
All i can say is wow. I see T-​Mobile is busy right now with a campaign trying to bring customers over from other carriers. Again, wow.

I want to start by saying I had a blast in this store. Mike was the best he helped me very helpful, funny, I almost forgot what I was there for. Then ingrid and David came in and the jokes happen. BUBBLE PROMLEMS LOL. This store has me recommending this store to family, friends, and customers ‚” im also a cocktail waitress” thanks and good job. I sure hope you all recive the recommendation you deserve.

After having had 10 networks in 6 different countries over the years i can say that T mobile here is the very worst one I’ve ever used.
They’re reception is so bad that it renders any phone they offer almost totally useless. The map they show of their coverage is total fantasy. Having worked in the travel industry for many years i can tell you that if you cross the Golden Gate bridge into Marin you won’t get any service (Muir Woods), up onto the Sonoma coast-​nothing, I-​5 going to L.A.-spotty at best. Yosemite valley-​nothing.
At all these places people i was with were able to chat away with no problems. If you want a network that will work anywhere beyond downtown SF — DON’T USE T MOBILE!!!
I’ve left them and moved networks.

As mentioned a couple times before, something has happened with the Customer Service aspect of T-​Mobile, and their employees have become even better at their jobs and more involved into actually helping their customers. Well, at least I had that experience.
Today I went in to start the process of switching my iPhone over to their network. Logan was my Sales Rep and he was awesome with getting me through the process.
I would have given the experience four stars, but I had a little issue with obtaining a certain chip to unlock my phone and ended up having to order it from an outside party, which means that I can’t use the phone for another week, even though I’m currently paying for the service.
Still A-​OK, though. Should you need to come into this location, make sure you ask for Logan. He’s awesome at what he does and he’s not too bad on the eyes either, which helps if you have to spend more than 30 minutes in this place.

after having a bad experience at the lake shore t-​mobile store, i came in here and was helped by a kind young lady in less than a minute! don’t go to LAKE SHORE, GO HERE

Oh wow. I used to be a very loyal T Mobile customer. No major problems for years. Then I purchased a phone and plan through this store. That is when I realized that all it takes is one crappy employee not explaining what they are signing you up for, making mistakes left and right to really mess up your life for months to come. The worst part is that if you try to deal with it through t mobile customer service they will make you go back to the same f*ed up store to resolve your problem. And you have to come in in person because they say they cant verify your identity over the phone. Its not like they don’t have all my personal info at their fingertips. So yeah right another drive to downtown oakland to pay for parking and hope not to be «occupied». F!!!

I don’t know what happened about 2 years ago, but all of a sudden all these tmobile stores became hip in the best way. The service is helpful and informal in a positive way. The employees give straight-​up advice.
I’ve had no hassle when I’ve needed to do a return or other transactions. When I enter the store and they are busy, they make a point of greeting me and letting me know that they’ll be with me soon. If it takes longer, they make sure to check in.
If some Tmobile exec reads this, you should take note to give props to your employees. They are what has kept me with tmobile.
Verizon, ATT, Sprint… maybe you should take note. Speaking of Verizon, that reminds me: the people at Tmobile inform me of calling plan options and the value of different phones; but don’t do any fake or hyped selling of it. You should try that, Verizon.

Best T-​Mobile store I’ve been to. Their phones might stink, and their coverage is horrible, but I must say that T-Mobile’s customer service is hands-​down the best out of all the cell phone carriers. The downtown store manager should be promoted. He personally ensured everything was completed and waiting for me when I got their. All I had to do was pay and pick up my wife’s Mother’s day present. He even called me back on Monday to see how she liked it and if i had any trouble. You don’t get that personalized service anymore from anyone. I was impressed and I will go back to this store from now on.

Fast, competent, friendly and helpful service (we had to provide a Euro-​cell-​phone with a pre-​paid SIM card). Not a problem.

These guys were great… I am not techy and they really took their time and helped me walk through a new blackberry… and have had me come back a couple of times to help me… Candace is great… as they all seem to be. Quick, efficient not too busy… just righ

I have a chronic fear of cell phone stores.
Maybe I just don’t give off good first impressions for the too cool for school kids who often work in cell phone stores. Maybe I just don’t look like someone who’d spend big moola. Generally they’d stare me up and down one time, maybe twice, and then go back to starring at their computer screens.
Meanwhile I will be standing there, completely ignored. In fact, there is one mobile carrier I have every hesitation to ever use again because of exactly that (incident from a few yrs ago).
So with some hesitation, I walked into this new T-​Mobile store with the sole purpose of buying a pre-​paid SIM for a visiting relative… hoping to get in and out of the shop as quickly as possible.
You know what? I was surprised. TWO of the sales associates greeted me, and one of them was able to process my request right away. They had other customers in the store and you know, everyone was taken care of.
Efficient and friendly. I was very impressed.