T-Mobile

My husband and I decided to switch from Sprint to T-​Mobile after finding out about T-Mobile’s great international services (we travel a lot). Jessica at this T-​Mobile store made the process super-​easy. She really went out of her way to help us, including calling Sprint on our behalf and even staying a few minutes late, after the store was supposed to close, in order to get us taken care of. Best service we’ve ever had at a mobile phone store.

My parents mailed me my new phone (yay!) so I went in to T-​Mobile to see if they could transfer my contacts over and if I could get the same number that I’d had with Verizon.
The people here were incredibly patient with me even though I clearly had no idea what I was doing or how I was supposed to be doing it. I actually went in twice that day and was helped by a couple different people — I wish I could remember their name — but they were all super nice and the experience was just really great.

I came in to ask about possibly switching over from Sprint to T-​Mobile since I didn’t want to pay $ 85/​month for cell phone service, especially since I had completed my contract. I just wanted a quote for how much I would have to pay with T-​Mobile. Apparently, this must involve a credit check. I was assured by the clerk that this would only be a «soft» credit check. After performing the check, the clerk informed me that the monthly plan would have been more than I was paying Sprint.
And, after checking my credit report a month later, it turns out that this was a «hard» credit check, and will be hurting my credit score for 2 years. Thanks T-​Mobile! Very happy now with Virgin Mobile pre-​paid plan, and paying $ 30/​month.

Had a good experience yesterday at this location. My phone had been giving me trouble only in my apartment – I would call or someone would call me, but they couldn’t hear me talk at all.
Called on my phone from work Friday and Marvin said he’d have to look at it. Went in and Marvin made a simple change by giving it a new SIM card, and now things are fine!

I have been to this T-​Mobile a few times over the years, and every time it’s the same story:
1. No wait (or a very short one)
2. Low hassle
3. Friendly, quick service
That’s mainly what I’m looking for in a cell phone place. I have been with T-​Mobile for a very long time, and I have had relatively few problems. And now that their call centers have apparently been shipped overseas (BOOOOOOO), the retail locations are even more crucial. This time around my SIM card apparently went kaput, and Henry took care of me by replacing my card free of charge. Thankfully, all my contacts and other information were not erased in the process. I was in and out in less than 10 minutes, and the majority of that time was us waiting around for my lame Blackberry (BOOOOOOO) to finish the boot process. He mentioned upgrading my phone and plan (well that’s his job, duh), but wasn’t overly pushy about it. As someone that is currently without a contract, a very hard sell might make me bolt for a competitor. But thankfully, I didn’t get any of that annoyance.
So yeah, I highly recommend this location.

I came there to make SIM card work for iPhone 4S, simply to cut it from full size into micro sim. Less then a minute operation, but I waited for about 30 minutes! But that is only beginning… When they did that, it refused to work, iPhone is not the case, cause it is unlocked.
The reason was in wrongly cut SIM card.

I went with my wife into this store to sign up for t-​mobile service for an unlocked android cellphone she purchased out of country. Service was fast and (so we thought) good: She signed up for a prepaid service with unlimited call and g3/​g4 data plan.
It has turned out that on her phone she could get anything better then edge. Coming back to the store we were told that since the phone was not purchased at t-​mobile, it indeed can be that it does not support their faster networks.
Which makes sense, except that they did not mention this possibility when they sold her the service. The cellphone was with her and they could easily check whether she can use the service they sold her. They did not. Not wishing to use a more colorful language, I would call this service unprofessional.

I have always had nothing but success with this TMobile store for six years. The current store manager is very polite, professional, and straight forward. Most recently he helped me upgrade both my phone and my plan. Never was he pushy, rather very approachable and knowledgeable. Of course it always helps to go in with a good attitude and a big smile; I’ve always managed to get great service here.

I rarely, if ever, give a negative review, BUT, here’s an exception, ‘cuz I’m so fed up with mobile phone retail customer service. Have you ever tried to have a problem resolved about a transaction and felt like you had just entered The Twilight Zone instead of a retail store where the customer is supposed to come first? Oh lord, why does this always happen in Mobile Phone retail stores? How are these people trained? I switched carriers from T-​Mobile to Verizon maybe 3 or 4 weeks ago. I have always used «easy pay» to have my balance automatically deducted. So — when I terminated services with T-​Mobile, I received a bill in the mail with final charges and in the payment box were the words, «Easy Pay». I assumed then that this final amount would automatically be deducted from my account. It was due and, I wrongly assumed, deducted on Dec. 15^th. Next thing I know — a few days later (oops, I told the CSR 2 days…) it was about 5 or 6, I received a call from T-​Mobile saying that my payment was overdue and I was in danger of going into collections. I was surprised and a little annoyed, of course because I felt I had received incorrect info from the company. I was in my car driving when I got this call so the rep said I could go into a store and pay which I said I’d be glad to do. I went into the Evanston store today in order to pay my final bill. I told the CSR what had happened and he proceeded to tell me that the company wouldn’t have automatically deducted a final balance because I terminated services. I told him that my bill said otherwise and asked why the company would threaten my with collections less than a week after the due date and send a bill that had incorrect information on it. He told me that this couldn’t have happened, because that’s not what the company does when an account is terminated, etc. I told him I’d be happy to run home and get the bill to show him. Really — I just wanted to pay my bill but to also try and have the rep understand what I considered a pretty lousy business practice; threatening collections to a customer who paid on time every month and receiving a bill with incorrect information. Not once did this rep offer an apology, he just kept repeating that none of what I told him could have happened. It was just… weird and uncomfortable and icky. The dude was quiet and polite in an incredibly studied condescending way. I walked out of there ticked off and didn’t pay! I’l send a check via USPS. Growl. Brian: Think win-​win.

My husband and I went in to upgrade our phones and thought it would be a fairly quick trip. Well, unfortunately it took nearly an 1.5 hours, BUT that was not the fault of Slava, the extremely helpful guy who helped us!
We had switched via phone to a family plan the week before and were told by the customer service person that all we had to do was call the next week and we’d be able to get our upgrades without having to go into a store. Well, I called to do the phone upgrades the following Monday and was told I needed to go to a store to complete the upgrade. Ugh.
Off to this store we go and guess what… the phone rep was mistaken. All sorts of stuff was wrong with our new family account and we wouldn’t be able to walk out of the store with new phones, blah blah blah. After about an hour of going back and forth with various customer service reps and the store manager, Slava came through and gave us our phones. He was super pleasant and reassuring and kept saying that he’d do everything he could to help us. And he did! So 5 stars for customer service!
Phone selection is good. Location is good. At lunch time on a Monday they may have needed an extra hand, as there was a line of people waiting to be helped. Otherwise, it was a good experience! Thanks Slava!