T-Mobile

Today (10÷4÷15) was possibly one of the most stressful days I have had in a long time but the staff at T-​mobile made the experience so much easier. I was having huge issues with my new iphone and was completely out a phone. I was being told I needed to wait 7 – 10 business days which is basically an eternity without a phone nowadays. I was not willing to wait. Matt, Anthony, and Kou completely understood and did EVERYTHING in their power to help me as best they could even going above and beyond every time they hit a wall. I felt like they knew how frustrated I was (I talked to apple care the night before for 3 hours, called T-mobile’s customer care for another hour to have them tell me to go to a store the following say to get a new phone, calling 11 stores to ask if they had my phone in stock, and then finally getting to to store that had a phone only for them to say that they couldn’t give me a new phone because I hadn’t turned off my «Find my iphone» in a phone that had completely shut down and I couldn’t even get into. Today was a long day). They made me feel like they weren’t satisfied with all the negative answers they were getting so they exhausted all options that they could. In the end, my phone was fixed through Apple since it was actually a software issue from the new update and had nothing to do with T-moblie’s service, but through the determination and great advice I got from Matt, Anthony, and Kou, I had the tools (and confidence) to actually go get my phone fixed over at Apple.
Thank you guys!!!

First class customer service from Jordan T and the whole team at this branch. The staff were delighted to help us and we left the store delighted with our new phones. This store is further from home than the Redwood store, but I’ll happily go the extra distance for people that go the extra mile when it comes to service.

I’m filing this for the local Palo Alto T-​Mobile just because it’s my local T-​Mobile office. My grievance is with the parent company and deceptive statements made by sales representatives and failure of T-Mobile’s billing department to take responsibility for its error, resulting in my account being reported to collections.
I’ve filed the following BBB report and want other customers to be aware that T-Mobile’s service is terrible in Redwood City and Palo Alto, and their «trial period» which was promised to be smooth can go very awry. I’ve lost several hours to this problem now despite doing nothing wrong, and T-​Mobile is now claiming they «can’t do anything» to resolve the issue.
On 9÷22÷14 I ordered an iPhone 6 from t-​Mobile after being assured by sales representatives that I would have 30 days to return it if the service was poor. On 10÷24÷14 I received the phone. I used it for one week and determined that there was no service in my office and poor service at home. I called t-​Mobile and was assured that my account would be immediately canceled and that I could return the phone and would not be charged for any of the duration. On 11÷5÷14 I mailed the phone and all accessories back in original packaging as instructed by t-​Mobile. I shipped it via UPS with tracking number 1ZR395910395092000. The tracking number shows that the phone was delivered to the receiving dock in Fort Worth on 11÷11÷14. I called t-​Mobile to confirm shipment and was assured I would not be charged. In February 2015 I received a collection notice from Diversified Consultants for $ 724.15 — the price of the phone. I called t-​Mobile and they said they had not received the phone, but would launch a separate investigation process to find where the phone had gone. They would be withdrawing it from collections. On 5÷18÷15 I received a second collection notice. I contacted t-Mobile’s billing and this time was told they don’t have access to any account information and cannot withdraw it from collections. I am reporting them for bait and switch and fraud: I was told multiple times that I would not be contacted by this collection agency, that the phone was returnable and I would not be charged.
T-​Mobile needs to contact this collection agency (Diversified Consultants — 800−771−5361), withdraw the issue from collections, and confirm its withdrawal with me. I am extremely aggravated that this has now cost several hours of my time, I have been lied to by sales representatives, and T-​Mobile refuses to take responsibility for its own error when presented with third party evidence.

A huge thank you to Matt, who was fantastic on the phone with me as I gathered some basic info on upgrading my daughter’s phone. We then went in the store and he was so helpful and patient as she asked her questions and compared a couple phones. She is 15 and had never made this kind of purchase. She was on a budget and Matt really helped her find the best «bang for the buck», talking through the pros & cons of new vs refurbished phones, bringing a couple out for her to really play with. She walked out able to make a well educated purchase. No pressure to buy more than she could afford. A fantastic customer service experience!

Came here the other week to just browse! I’ve always wanted an iPhone 5 or 6 due to the great quality pictures that you take on those phones and I’m all about the picture qualities. Anyways I owned a Samsung galaxy light phone with metro as my carrier & the phone and service just sucked! Long story short I decided to buy the iPhone 5s and switch to T-​Mobile! I am pretty much satisfied with my phone and the carrier! This store is well clean and the staff is friendly and knowledgable! Shout out to Phuoc V. (The Asian worker) for getting me through the switch over process & being patient with me He was real chill and a big help!

I don’t know about anyone else but Chelsea was amazing and so helpful. She made all the calls for me and was sweet and patient and did not treat me like the technological smart phone idiot that I am. Thank you. Got my new phone, now I have to figure out how to sync it.

This is the second time I have come in here and the second time I have recieved bad service. The first time I wanted to buy a phone and I knew exactly what I wanted, amd recieved no information or help. This past time, I had an issue with my phone and needed a replacement. The guy who was waiting on me, told me it was going to be really expensive, that I needed to write a letter, and acted like he had better things to do. I ended up getting really annoyed and I called customer serivice, turns out his really expensive was really only $ 5, and seriously «write a letter». I will never come back here again, such bad service.

After an exhausting ⁸⁄₅ day Joel greeted me with a little song. I couldn’t help it… I was all smiles, and laughs. Joel, quickly addressed my concerns and set up the latest phone. Tahoe for awesome customer service! Five stars!!! :-)

This store has been recently remodeled, has most of the latest technology and most of the sales associates are sufficient. However, ever since the previous manager Don left the store has been going a little downhill. I went in person to inquire about the new Walmart T-​Mobile plan and how or if they were affiliated and if I switched if I would need a new SIM card. I also mentioned that Walmart has an unlimited talk, text and web plan for $ 39.88 and how it differed from their plan. The sales associate immediately became stand off-​ish and began looking at other customers, as if to imply I was wasting their time or trying to muckrake. But then it got worse: he then proceeded to tell me that Walmart’s plan only included 100 minutes per month of talk, instead of unlimited minutes. I rebutted his claim by telling him that I was just in a Walmart store 3 days ago and saw their offer. He continued to argue with me and promised that he knew for a fact that Walmart’s plan only included 100 minutes of talk, which is completely untrue. I am now switching to Walmart’s plan ASAP.

A shout out to Hector, the manager of the Palo Alto T-​Mobile store. He’s a gentleman and really knows his clientele. Excellent customer service. Thank you!

This store has some of the friendliest, most genuine customer care I’ve ever received.

This store is your average run of the mill TMobile store. The workers greeted us and asked if we needed assistance when we walked in. Basically we were just there to browse, but they have everything you need accessory wise for your TMobile phone. I never seem to be able to bring myself to buy anything in these stores though since the accessories are so expensive. Even though it was just to browse, the service seemed good and the store was clean.

On the positive side, it’s better than ATT for the following reasons:
* I’ve had fewer dropped calls.
* For an Android phone, the 3G network here is much better that the best ATT has to offer.
* The price is much lower.
The big negative with TMobile is coverage. Outside of the Bay Area in California, the coverage is terrible. If you’re going on a ski trip, you’ll find it doesn’t work most of the way there. In fact, even in the Bay Area, all you have to do is go a few miles up in the hills before you no longer have coverage.

A couple days ago I went into the store to get a new phone. I had my eyes set on the new Samsung Vibrant Galaxy phone. I was told by a Tmobile phone rep that I could by one and get the other for free for my husband, when I told them to process the order they then told me my that my hubby didn’t qualify for the offer. After 2 days of back and forth with the tmobile reps I decided to go into the store to see if I could get better help, boy was I right. A very nice guy helped me out and made it happen! I left the stores with 2 phones for the price of one ;) plus mail in rebates and a credit so basically I upgraded for free. Dont bother with the phone reps go into a store especially the one on University =) very satisfied!

I love my phone and the customer service that I get when I call the call center. Problems are always solved within 5 – 10 mins and the people are really friendly.
HOWEVER…the live customer service in this store SUCKS!
It sucked before… the guys were just plain rude and unfriendly and didn’t give two s**** about what the customer needed.
I went in yesterday to return an item (it seems as though they have all new staffing there) but didn’t have my receipt. I figured since it was rung up under my phone number, that wouldn’t be a problem. The lady that I asked didn’t think that it could be returned without a receipt so she asked her coworker who confirmed no. I wasn’t upset… I just said that I didn’t think it was going to be a problem, but that I would find my receipt. But this chucklehead looked at me and said «I can show you the return policy on another receipt, if you’d like.» Dude… just tell me I need my receipt. Don’t be a freaking smart ass about it.
Dear T-​Mobile, make sure that when you hire someone to be in a customer service position that they’re actually suited for customer service.

We (family of 4) had Verizon. It worked well for us, but somehow, my son thought T-​mobile was more «cool». Plus, their phones work in Europe, and so we decided to change carrier.
The sign-​up process at the Palo Alto store was long and tedious. After we were all done, and it was time to activate and pay, T-​mobile decided to charge us a $ 400 deposit, to be refunded a year from now ! Oh, and by the way, they will not pay any interest.
Well, we found out that the T-​mobile coverage is absolutely DIRE. We have a house near Tahoe (in Truckee), and even though the T-​mobile map says that we should be covered there, we actually are not. Even along I-​80 on the way to Tahoe, there are numerous dead spots. Imagine my frustration when driving there one morning, being stuck on the freeway in a snow storm, and not being able to call anyone. This happened last February.
I cant wait for my 2-​year contract to expire, and go back to some decent wireless carrier.