T-Mobile

Ask for Eric H. He is the man! He looked at my account and was able to upgrade me to an unlimited data plan for the same price I was already paying for a 10GB data plan. That’s what customer service is all about. What’s more Un carrier than that? I can’t believe I stayed with Verizon for as long as I did.

Trying to go to these guys we had such a bad experience. We were trying to consolidate a tmobile line into a family plan. We have had pretty good experiences with t-​mobile stores (see my review for silver spring) and we were in the mall so decided we should stop by and do it then.
They were completely empty and had a staff that was ready to help us the moment we walked into the door. I was happy thinking it would be quick. It was not quick at all.
They told us we needed to get a brand new sim card for our tmobile phone that already had the tmobile sim card in it. They said don’t worry because the sim card was free. They proceeded to try and eject the sim card from the phone we were transfering. This took an extremely long time because they couldn’t find their sim eject tool and they resorted to shoving whatever they could find into the eject hole. I’m just glad they didn’t damage it in the process. They finally got it out.
They continued to proceed registering the phone on the family plan. This took them a while. When all is said and done they said they’d have to charge us a fee for the activation of the sim. We told them they said the sim was free. They informed us the activation of the sim is not free though. We said why do we need to pay to activate a sim when we already have one activated. They said we couldn’t use it. We told them we had a spare activation kit we could use that we purchased already. They said they’d still have to charge us for it. We told them that’s fine but can they call customer service to explain it and have them refund the money (since we’ve actually had this happen before and it worked out just fine). They told us no that they can’t do it and if we wanted to we could try and contact customer service and figure it out ourselves. In the end on principle we said no we don’t want to activate the phone here anymore.
They were all upset but they reversed the order. They gave us back our phone, but they didn’t have the sim card. We asked for our original sim back and they were like we don’t know where it is. We told them to find it and it took them a few minutes to finally find it and bring it back.
We wasted probably 30 minutes or so here at this store.
Afterwards:
We went home and decided to call tmobile to do the activation ourselves. They explained we didn’t need a different sim and there were no fees. They said the original sim we had is fine they just switched it over to the family plan. It took probably 10 minutes (that’s with waiting for them to pickup and doing all the checks to we are who we say we are). I would recommend calling customer support or going to a different store. Customer support basically said we were correct in all our assumptions which means the store employees were just lying and charging us extra.

T-​Mobile seems to be changing alot, for the better in recent months. I visit this store to take advantage of their new no-​contract plans. It was busy towards closing time but I was acknowledged multiple times during my visit to the store as several associates asked if I needed any help or if I had any questions. There were about 4 associates there, some already helping others. All seem very friendly. Well I starting playing with the new Samsung Galaxy S4 and the one associate, Banyei, who was helping me, saw this and backed off allowing me time to mess around with it. There was a no-​pressure atmosphere. I finally made up my mind and decided to purchase it. My sales associate answered all my questions and process my transaction. He ported my old number over and explained how the process would work to my satisfaction. I left the store around 9:15pm and head home with new phone in hand.
Well, when I got home, I noticed that there was a cosmetic defect in the frame of the phone. It was minor but I just paid a lot of money for a brand new phone so it started irking me. The next morning, I called to reach my sales associate but he wasn’t in yet. I explained the situation to another associate, Kevin. He was very professional and told me to bring it in and they would exchange it for free, no questions asked. When I arrived, Kevin greeted me and promptly swapped my phone with a brand new one. He even allowed me to inspect it to my satisfaction before leaving. The process was completely hassle free. I have to admit, I was initially dreading the entire process of switching carriers and buying a new phone. However, after having gone through this process, I am overall very pleased by the entire buying experience and would highly recommend these guys, especially Kevin.

This particular T-​Mobile store is tiny. And crowded. You get one person in the store who doesn’t shower quite as often as they should, and a simply inconvenient situation quickly decends into a nausiating situation.
There are, at most, only two associates in the store, and never fewer than a dozen people vying for attention in a space only slightly larger than your average living room.
Not good.