T-Mobile

I have been a mobile customer for ten years. I had an issue with my phone a couple weeks ago so I went to the store and they replaced it under warranty. They also sold me a $ 40 screen protector. Well the screen seemed to be unresponsive sometimes so I pulled the screen cover off only to find that it is the screen itself is quirky. I have been to the store twice now where I have had to wait in long lines and then they tell me to update operating system which I do but it still doesn’t work so I go back and then they say I shouldn’t have updated. Either way I have a broke phone they sent me and won’t fix. The employees have failed to be helpful on any visit and after ten years with tmobile I am switching to sprint. Terrible service terrible product I will never go back.

Went to the store yesterday with minor questions about my new service. I was very quickly served. The young man who helped me understood I was not there to buy a product, but to understand some of the features that Tmobile had that my Bell provider did not. He explained features in a clear and concise way.

Husband and I weren’t happy with our cell provider, so we did some research on other options and found T-​Mobile offered the best price for what we wanted. Since their website said we could more or less provide our own (unlocked gsm) phones, we figured out what phones wanted, bought them through Google (slightly cheaper than through T-​Mobile), and then went over to the closest store with our new phones to get ourselves hooked up with a new plan.
The soonest we could go in was on a Saturday morning, and the store was pretty busy. First, I liked that they have you sign in instead of waiting in line (like our now-​former carrier). Second, I feel really lucky that we ended up with Eric as our customer service associate. He couldn’t have been nicer and was extremely knowledgeable. We already knew exactly what we wanted and he didn’t once try to upsell us — in fact, right off the bat, he got us a significant monthly discount by asking who we work for and it turns out my husband’s company offers 15% off. And he was EXTREMELY patient as I attempted to hunt down the account number of my now-​former cell plan, which ultimately involved my having to call them and wait on hold for nearly ten minutes before I could get the info — he simply chatted with my husband and told me that he had no problem waiting, despite the fact that the store was getting busier by the minute.
Overall we had a great experience, and hope that we love the cell service as much as the customer service!

Terrible.
I had been having epically bad service and my phone itself was acting weird too, so I decided to return to the T-​Mobile location where I purchased the phone to get some help. I thought, calling the 1 – 800 customer service number never ends well, so a face-​to-​face interaction is bound to be better. I could not have been more wrong.
The person I spoke to at the store was interested in one thing and one thing only– selling me a phone. Or a tablet. Or more features for my plan. I endured his sales pitch, but after I explained to him that I wasn’t in the store to make a purchase, his demeanor totally changed and he made it clear that he couldn’t be bothered with a customer he couldn’t make commission off of. RUDE. He really didn’t even want to help me with my phone and service problems, but as the other person working that day was assisting another customer, he wasn’t left with much choice.
If I have to return to this store again, I will be sure not to patronize this young man ever again. Not until he learns some manners.

My brother and I stopped in this location today to add him to my plan. I’ve had excellent customer service with T-​Mobile in the past and I definitely wasn’t disappointed with this visit.
Josh greeted us upon arrival and explained our options to expand my plan. My account was giving him some trouble so he made a call to fix the problem. Our interaction with him was quick and simple but I was definitely still left with a good impression of T-​Mobile as a brand. Good customer service to me is someone who is friendly, informative and treats me like they want my business.
I will definitely be back in the future if I have any issues with my account and will surely update my review accordingly.