T-Mobile

Had a very good experience and good customer service at the T –Mobil Hancock location, they really explain every single wireless plan. We are now Happy new T-​mobile customers, thanks T-​mobile team at Hancock location!

We switched to T-​Mobile to save money. We are still with T-​Mobile but will not be returning to this particular store. It took 2 hours to get our new service plan and phones and an additional 1 hr to transfer the files to the new phones (ok this hour was our fault for having so many pictures/​music and not backing it up prior to arriving). Eight days later after receiving the bill we were charged an extra $ 50 dollars for a line we did not even have. Customer service was helpful in straightening the bill out. Another gem is we were originally told the insurance on the phones would be approx. $ 10.00 per phone per month which can be cancelled at anytime. This is true but if you cancel the insurance you are no longer eligible for the JUMP program which allows you to upgrade your phones early once you’ve paid off half of your phone (T-​Mobile pays the other half). So now the bill after originally being $ 50 dollars higher then we were told is still $ 20 dollars higher as we can’t separate the insurance coverage from the JUMP program. While customer service did a great job explaining and correcting our bill we will not return to this particular store which caused the misunderstandings in the first place.

This is not a review for T-​Mobile, this is a review for the staff at this T-​Mobile store. The manager Davey is the best! He’s super helpful, very attentive, and considerate. Great job!

I didn’t even realize there was a T-​Mobile store at Hancock Center and am so glad I stumbled on this. What a contrast to the zoo-​like Brody store! The clerks were super helpful and let me try out a variety of phones, even showing me something on one of their personal phones when a floor model was in use by someone else. I didn’t get high pressure when I wasn’t ready to decide that day, and they were just as nice when I came back a couple weeks later and wanted to play with the phones a little more before making up my mind. I went back a month or so after getting my new phone to see if they had any interesting cases in, and there were different clerks that day but they were also pleasant. (If I had to go to the Brody T-​Mobile store again and deal with the snotty clerks there, I might have switched carriers. I’ve had mixed luck at the Triangle store, the first time I got a guy who was super knowledgeable and the next time I got a woman who was of the «Please just pick one and leave» persuasion. They must have a good manager at the Hancock store.)
T-Mobile’s call center also seems to be back to its old level of service. At the height of merger mania, I had a problem and had to wade through a labyrinthine press-​1-​for-​this-​press-​2-​for-​that system and then talk to someone in a far-​off nation who was obviously in a room with half the population of his country, and between his accent and the din in the background and a bad connection it was very hard to resolve the issue. Today I had to call about an easypay glitch, and I only had to wait about 30 seconds for an operator who sounded like she was in the U.S. and was very conscientious about checking to make sure my easypay was now working.