T-Mobile

Went in to get my micro SIM card cut for a nano SIM card. It was surprisingly a painless process considering the reviews here and other comments. I didn’t have to get an adapter or even port my number to a new brand SIM card. Also, didn’t have to pay for anything.

Great customer service. Joel helped me get set up, which went well except for a long wait from the TMO support line to complete the porting of my number from ATT. Joel was scheduled to finish his shift at 4 but he stayed after to ensure my set up was complete. He maintained a smile on his face the whole time, though I’m sure he was pretty irritated to be kept late due to slow support lines. I did my research and everything was as expected, and even a little better from a cost perspective. I commend the staff for putting up with a bunch of rude customers. As I stood there, an example — one gentleman was practically shouting at an employee because he wanted to pay his bill in cash (he thought TMO would steal his credit card number) and he didn’t want to keep coming into the store to pay. Another came in, had somehow thought that TMO would pay a bunch of money for an old iPhone (though it is clear on the sign that the offer was for an iPhone 6), and started accusing the employees of lying and ripping him off. Kudos to the employees for taking it all in stride.

Worst service — husband bought me a phone yesterday and took the old phone to transfer the sim card. The old phone and the new phone sims card are not the same size; hence cannot transfer card from one device to another. The woman at the counter told him she did the transfer. When I received the phone– none of the contacts were there. Freaking idiots; the hold time on the phone for T-​Mobile is 30 minutes; chat time hold is 20 minutes. Small surprise considering how incompetent the sales people are in the stores.

This place is terrible. They made several mistakes with my account. My new phone was a lemon and the guy couldn’t help with anything. He even told me to go to a different store to handle it. Right after that he continues to try an up sell me a phone case and actually thinks I’m going to buy it. They truly are bunch of punks trying to steal money out of your wallet. Do not go here and do not trust them.

Why is it that, right next to and actually inside this T-​Mobile retail store location, the connection is absolutely horrible? Can’t even get on 4G-​LTE right next door, or even inside the store! The best I get is 2 bars of 4G. You’d think they’d invest in a tower right above their own retail outlet where they’re trying to sell their equipment/​plans/​etc? Poor form, T-​Mobile!!!

This place is the biggest scam ever worse than AT&T. I switched over because the showed me some facts that their service was much better than at&t and they would pay my cancellation fees.
I was game and see what they had to offer. I had just gotten a new phone but they would not let me use that one and I had to pay the fees myself first and they would reimburse me. Seemed reasonable.
I paid out little over $ 800 went to their web site signed up and expected to receive the MasterCard in the mail Ina few weeks, never showed. So I called and they said hadn’t received it so I did it again, and Same story after a few weeks they stated they hadn’t received it.
During that in the mean time the phone service was awful. It would show a full signal and calls would drop and many times would take literally 5 minutes to get a call out. Every time they came up with some lame excuse.
I eventually I had to switch service as I was losing business over this, and they’re were trying to get out of their obligation of paying my contract fees from AT&T I had to pay out the phone. So now I am out about $ 1200 because I had to pay for the phone.
What a joke and scamming bastards I am really surprised the haven’t been sanctioned by the state for fraud.

Came in to inquire about a phone upgrade for mom’s phone. This guy (Asian) who was helping us has the worst customer service. He can’t even look at us, he was just focused on the computer. T-​mobile, you better train your people customer service especially at this San Mateo location or you will not have any happy customers. Awful service!!! If I could only rate you less than a star, I would –you are so lucky the system wouldn’t let me.

Not great service or product knowledge at this location. 2 stars is being generous. There are much better options in the general area. One positive is there is usually no problem finding parking.

Came in on a Sunday and Jaque was amazing for helping me out with all the technical issues I was having with my phone. Instead of getting a replacement, she explained the jump program which I have and walked out with a new phone. Happy that she was transparent about all charges, updates, etc. great customer service and definitely coming here again for any questions.

Went to pay my bill today and I wait 20 minutes. Customer service was ok I think they can do better, the guys looks like robots, they don’t smile

Excellent service from Martin .went to store to switch my Sprint account to a Tmobile family plan. All our options were explained and the process was stress free. Had heard the changeover was long and tedious but Martin handled this quickly and efficiently. Very satisfied customer.

This place doesn’t deserve even one star based on my direct experience with the store manager, Kenneth. Read down in the reviews to learn that I am not the only one he seems to have upset. In brief, this guy:
1. Acted like he could care less about getting me to buy a new iPhone 6 and plan from them — even interrupted our discussion several times indicating I was lowest of priority and I was a new customer!
2. Gave me his card with phone and e-​mail and when I later used both means to contact him with a simple question I needed answered in order to make my final decision, he completely blew me off! I waited 1 – 2 days for a reply to my message and got none. Then I called the store TWICE and left messages with two of his employees to have him call me, which he never did.
I sent a complaint into T-​mobile Corp. which did not result in much either — suggest you all do a search on them to see just how bad a rep this company really has! Here are some links to get you started:

The only downside for phone stores is having to wait.
Also if you are not an authorized user it’s kind of a pain to try and do anything with your phone or your account so make sure you are before wasting a trip!
I had to get an new sim for my phone yesterday. Marcus helped me and was fast. He’s helped my boyfriend and I a few times when we come and he’s pretty efficient and knows what he’s doing so that’s helpful. Pretty painless trip yesterday other than the initial rejection because I wasn’t an authorized user. But after that got sorted out and I was added the process went smoothly. Would I be back? Well, I have to– I’m on T-​Mobiles network.

Joel was super awesome at this location and also his co-​workers … I was having a lot of problems with the talking with the phone people. Spent like 3 hours with them and they said I can’t do all this things that Joel said I could do and finally just hung up on us. Finally just got fed up with them, after work went to this store right before closing and they were very nice and kind enough to stay over time to fix our issues. Patience was on a string about to just dump t-​mobile all together and change carriers but it is people like this that really bring your name back up. Defiantly recommend this guys highly !!!

I went to this store when I had an issue with my phone and they were unable to help me. I had to come home and call t-​mobile customer service in order to get a resolution. T-​Mobile has been a good service in general, but their insurance plan is a scam and their JUMP program is too.
I unfortunately had my phone stolen and also broke my phone. Both times I paid as much for a replacement phone through the program as I did just buying a brand new phone of the same model from the carier.

GREAT Service, helped me save money and quickly, know treat customer right, very knowledgeable. Ask for EMMELINE. she deserves a pay increase! Vote to make management level.

Park Place is liked, T-​Mobile makes a good fit, Starbucks recommended it, Ken helped me to purchase an Alcatel phone, great price, great minutes, 15 percent off next minute purchase, cannot beat at-​hand customer service. Thank you for making communication a success!

Poor customer service, especially from the manager Ken. We’ll never go here again. Makes me want to switch to Verizon after making my wife wait an hour just to exchange a phone and tried to charge her while she had a tmobile rep on the phone with her. Tmobile needs to get this guy in check before they lose a lot of their loyal customers

Excellent service for such a small request. They were super knowledgable, pleasant and helpful — and efficient!

Customer service at this store sucks.
Hubby and I have matching cell phones with T Mobile and for the last 6 months have had issues with them not working properly (crashing, constant restarting, light flickering or completely going out and unable to connect to GPS when it’s a Garmin GPS Cell! ect) We are both now on our 3^rd cell (which we have to pay processing fee for each time we replace it despite paying for monthly warranty) and rather than give us a new one we keep being given old refurbished ones, it’s got to the point that the current ones we are using are more problematic than our original ones.
We’ve been to this store numerous times now to get them replaced and our most recent visit we explained our issue for the sales guy to then go on a call for 10 minutes to find out what could be done.
He informs us that instead of getting the same phone we would now get a new model and produced the only cell they would replace it with — One that costs less than half our current ones do (current ones are $ 300 and one offered was $ 130!) Not only that but it didn’t include the GPS subscription we currently have so we would end up having to pay an additional $ 30 for each line per month.
Obviously this isn’t good enough and we then spend about 15 minutes trying to come up with a solution where we get a better deal. All throughout the guy didn’t seem at all bothered or interested in helping us, just kept telling us ”that’s what they told me” referring to the phone call he made. Eventually we gave up when he told us we could call T Mobile directly ourselves for further help. Seriously?! Is there any point him being in the store if that’s the extent of his knowledge or help he’s willing to give?
Needless to say, after the poor customer service we’ve got from repeated visits to this store we did some research on other providers and we can get a better cell & better plan for a lot cheaper so we will be cancelling our contract 11 months early and taking our money elsewhere.
Ha. Suck it T Mobile!