T-Mobile

I love the people at this T mobile store! My daughter and I got our iPhones upgraded here in Sept 2015. My daughter’s upgrade went very smoothly, but mine was nothing but trouble from the start! First, the upgrade was just to going through on the computer, despite multiple tries. Gregory was SO patient and helpful, and took more than an hour to make sure everything was OK. The upgraded phone arrived a couple of days later, and I sent my old phone back by mail as instructed. This phone had been inspected by Gregory and he had said it was in mint condition. However, I got a letter a few days after I mailed the phone back that it was defective and therefore I was responsible for paying off the remainder of the cost of the phone (more than $ 300!!!). I went back to the store, where Lanelle called T mobile and told them the phone had been inspected by them and was perfectly fine. She had them waive the amount they were trying to charge me for defective phone! Then a month later I got another letter from T-​mobile about my having made an insurance claim for the defective phone (which was NOT defective in the first place, and I had made NO such claim!!!). Went back to the T-​mobile store, where Peter called T Mobile and set everything straight. These guys are awesome! Thanks Gregory, Lanelle, and Peter!

Great customer service, friendly staff. Everyone was very helpful and answered all my questions. I switched over from verizon where they were overcharging me a ton! I went oversees for my study abroad and the service worked amazing! Despite the long wait they had people checking in to be sure we were helped in a timely manner.

Fantastic customer service at your carmel mountain location. Janeth was great! Very helpful and patient.

Possibly the worst service I’ve had in a long time. We weren’t greeted we were not even acknowledged and waited almost thirty minutes in line with nowhere to sit. When our turn came up we asked them to help us with our sim card. The answer was they couldn’t because phone was under my parents account. We called the parent and even then they said they couldn’t because of security reasons. Classic. I’ve been an att customer and called in for years even had my daughter call in and they gladly helped with a few security questions. Bottom line? Hire professionals and not snotty nosed kids who are more interested in goofing around as they are helping or «un helping» poor suspects. Terrible service. I’m so glad I am an att Customer as well.

Called them & told them that ive been calling around all day for an iPhone. They told me they have a gold 128gb & was gonna hold it for me.
Gave them my name «Koki» & told them that ill be there in 20 mins.
They sold it right before I got here.
& were all laughing about it.
Pretty crappy.
Talk about customer service at it’s finest, hope you all get treated the same shitty way soon.

The Costumer service at this place is horrible. Lilly or Lilie was the name of the employee that treated like she was doing me a favor!!! Save yourself the trouble and go to the store in 4s, just a couple miles away but they will treat you with kindness and respect. Lili learn to treat your customers nicely!

UPDATED:
I went in the store last weekend and these guys totally tried to rip me off $ 300!!! They tried telling me that in order to upgrade to jump on demand I had to pay off my phone. That actually is not true as T-​Mobile just told me all I had to do was trade in my phone. These people here are sneaky, and also very stupid. I would def stay away. The store in San Marcos is much better, ot is farther away but well worth it.

I went to sell my iPhone to an interested buyer. I had already discussed with him that the phone was under finance and we had gone in for him to verify the phone was not jailbroken.
When I gave the Manager Jessica my info she began to tell the person interested in my phone the billing details of my account I was shocked that she was telling him how much I had paid for the phone as well as my parent plan.
The guy I was selling to seemed very confused as to why she was releasing all my info. He asked if we could talk outside because it became very awkward. We both talked outside and finished the transaction.
I went back inside to talk to a manager about what had happened about disclosing the specifics of my billing information and realized Jessica was the manager. When I was discussing to another employee what had happened she overheard me and yelled across the room «it’s my job sir it’s my job» with everyone looking at me and my billing I info disclosed to everyone in the store I felt very embarrassed and just grabbed a t-​mobile business card and left.
It’s been awhile since I’ve felt that embarrassed. I will no longer be going here for my business and 611 t-​mobile that this was not protocol in anyway and have apologized. Hopefully Jessica does not treat all customers this way.

After going to the Mira Mesa location today I quickly realized how horrible the Carmel Mtn. one has been. I have always gone to this one and almost every time there some sort of condescension involved. One example is how we have three people on our plan but for a long time we were paying for four phones because someone there must have restocked our exchange wrong so it never showed up in the system as returned. We tried to have them fix it but they said it was out of their control so we spent hundreds on a phone none of us ever used. They basically made it seem like we were lying when it’s clear none of us have the phone and it isn’t active anywhere on our account. Meanwhile I go to Mira Mesa today and bring it up to Eddie and he was on it looking up records and trying to figure it out immediately. He said to bring in the head account holder and we can contact customer support and figure it all out. The people in this store are supposed to be the face of Tmobile but act like it’s such a pain to simply do their job. Go to Mira Mesa.

Just switched over for one of their awesome plans it was literally one of the best experiences I’ve had. Everyone there was extremely nice and knowledgeable. Best part is I never once felt like I was just another customer to them they did everything correctly the first time. One thing I can’t understand is how people write negative reviews when it was not the representatives fault that you’re a complete idiot and you couldn’t have your way. All in all this store is great and if you’re planning on switching over go to this store.

Was going to return my phone that T-​Mobile gave me to try out their network (T-​Mobile Test Drive) and the guy told me I can’t return the phone at this store. And because the website told me I knew I could. So he went and got his manager witch told him that I can do it at that store. I was also told that I could keep the headphones and charger that came in the box, but he said I couldn’t. I guess he thought T-​Mobile likes to send out used ear buds. He was also kind of rude and had no personality. I was thinking about switching but the in store experience I had made me stay with at&t. I hope that they can improve the customer service experience at that store and might give them another try next time. The store was also very dark

Went in to change over from AT&T and upgrade one phone for my son. All I can say is WOW… I have been through the grueling process of buying a new phone even with my existing carrier and this process was painless. One word for you — see TRISH. She is so knowledgeable, efficient & has the best customer service I have ever encountered. Here is a perfect example, I get my phones taken care of & Trish has everything set up for me so it should be a no brainer from there but the next day I couldn’t send text message, TRISH was nice enough to give me her cell in case I needed anything so of course I text her and she explains to me how to resolve the problem but get this… she said if you still have a problem after that come into the store, it is my day off but I can send you to the right person. Now I have no idea how much $ TRISH makes but I can assure you it probably isn’t enough to be dealing with people like me on her days off. Not only have I done this to her once but twice and they were months apart. Lastly, T-​Mobile has the best bang for your buck when it comes to plans. Go see TRISH at T-​mobile.

Had a huge issue with my phone… after mass issues with customer service over the phone I finally just went into the store I spoke with Akram the manager he not only helped me with getting a new phone he made sure it didn’t cost me anything more then the activation fee. Totally stoked will be back to this location for all my phone needs.

Went to upgrade my phone this weekend. Everyone was friendly, helpful and attentive at this location. Akram, especially was knowledgeable and helpful. I had to take my new phone in the next day with an app issue and he helped me troubleshoot it. It was his day off and happened to be there for something but he still took the time to assist. He and his staff are awesome — not pushy — just customer service oriented!

The store completely lacks trained reps. I was planning to move from AT&T due to the plan #tmobile had to offer. However the rep did not inform about all the plans prepaid v/​s postpaid. I ended up taking prepaid service. While finalizing the payment, in speaking to other rep I got to know that postpaid had better offer. So the rep moved me to postpaid after confiirming with customer support rep that his is possible. As part of thi request my number had to be ported as well which would be completed in 24 hrs. After 24hrs my number was ported but the change from prepaid to postpaid was not possible even though this was confirmed by customer service rep previous day. So I had to move my service back to prepaid. To date I am charged for both prepaid as well as postpaid. Not only that it took 4hrs to do all this which was frustrating as well since the system rep was using was too slow.
This was a simple change turned out to be complex after walking to this store. So be careful.

This store lacks leadership and strong customer service skills. The representatives do not make the effort to go above and beyond when it comes to satifying the customer.
When a customer purchases warranted equipment and carries insurance and is told there is nothing that can be done for issues with services on faulty equipment that makes no logical sense.
A customer should not have to ask for a manager for defective equipment less than a year old under warranty with insurance.

Terrible. We were in the store for over 15 minutes before anyone even acknowledged our existence. They had no way of keeping track of who was waiting and who to service next. Got tired of being invisible and left.

I had a great experience with Ahmad at Tmobile on Carmel Mt. Road. I wasnt happy with my other cell phone carrier AT&T…and I really hated being tied down in a two year contract. Ahmad was kind, professional and knowledgeable about the cell phones and plans he sells. I am so happy that I made the switch. and a big thank you to tmobile for paying my 350.00 ETF fee.

This T-​Mobile is under new management as of March 2013. The manager, Levi, and his staff here are always extremely helpful. They are all very knowledgable and always go above and beyond what they need to in order to get needs met. I don’t live close to here but I refuse to go to any other T-​Mobile location! I highly recommend the Carmel Mtn. location to anyone!

Long wait. Told I’d be helped next when there was more people in line. While I was waiting, I decided to look at the demo phones. Most were nonfunctional plastic cases. I wish they at least had a place to sit before telling me they were out of stock.