T-Mobile

Nice guys, nice size store and nice location at the Rivermak area. I went there several times to check new phones and always got a good service. Last week I went to return a boost receiver since –and all be aware of this– in many apartment complexes of North San Jose T-​Mobile does not get signal. It is very frustrating and there is nothing they can do. I got the cell booster for free and used for some months but no result. Other than that, no complaints, very nice folks.

Pretty good service but I feel that the knowledge and training could be better. As everyone probably knows the bad always outweighs the good and the good was the the staff was friendly and willing to help but there’s a difference between willing and able. Inventory prevented me from leaving with my phones that day when I purchased them and started service. They didn’t have a 64gb iPhone and also a 128gb which they say they NEVER carry. What’s up with that? I was then told I had to pay for shipping which they were able to refund but it’s ridiculous T-​Mobile charges their customers for shipping when they don’t have sufficient inventory and some inventory they don’t even carry! How is that my fault? Then I was told the phones would arrive 24 – 48 hours. I was advised to check my tracking number when I receive it. Once received, I checked the status and I find out 7 – 10 days (so much for 24 – 48 hours). Again, they were nice but you’ll need more than that to truly have happy customers. Just some food for thought. This store is better than other T-​Mobile stores that get crazy busy.
Was helped by Natalie who was covering that store for a while. Oh! By the way! They have like a problem with flies or fruit flies or something. O_​o not the employees fault but just something to note.

I’ve been here 3 times in a year. Since there’s a new phone releasing every couple months or so. Everyone has been great help. Not a single complaint. The manager francesca is very attentive to all customers she’s very helpful and has knowledge of all the promotions. She’s always looking for the best deal for us. Can’t go wrong with her. Also all the staff (too bad I don’t know names) is good at what they do. highly recommend this store.

Just want to spotlight Javierre Milo with special recognition for outstanding customer service. I recently purchased a new Samsung Galaxy Core Prime from the Cottle Rd. store and immediately experienced problems with it. T-​Mobile shipped me a new one under warranty and the Cottle Rd store assured me that when it arrived they would transfer all the data from my defective phone to the new one. When I brought it them they told me there was nothing they could do and advised me all I need to do is «Google» how to do it myself on my PC. So I brought it to the Rivermark store where Javierre selflessly took the time and effort to help me out with a smile and a crowded store. I now know where to go for any of my future T-​Mobile business. Best customer service ever !

Awesome service. The entire staff is friendly. Moe, MK and Jordan helped me get my T-​Mobile issues sorted out.

I’m so glad that I chosed tmobil.
The castumer service is amazing.
They have all the staff that I need and the price is really fair.
The most important the service is perfect!

Awesome customer service by McKinley! I bought a new phone and needed help setting it up and transferring contacts, and McKinley got it done. He is super friendly and super helpful.

i love all the workers there, but efrian is who I would recommend to go to! he will help you out & get you what you need or anything. my mom absolutely loves him, and I do too!

The agent there lied to us, claimed that you have to choose 3G data plan in the first month if you have a smart phone. It could only be downgraded to 1G after a month. But actually it is not true, there is no such regulation in T-​Mobile at all. You can always start with 1G!

Wow let me tell you, this T-​Mobile has phenomenal salesmen! I came in looking for a new phone because my old phone broke and once I came in, the workers greeted me right away and Efrin approached me to see if I needed any help. I let him know what type of phone I was looking for and he was right away suggested a few phones that were perfect! He was able to explain all the features of the phones along with the pros and cons. I ended up between between the the iPhone 6 and a Note 4, but I finally decided on the iPhone 6. What I loved was that he really was making sure I was going to walk out happy with a phone that suits me, which I did! Kudos to great service, special thanks to Efrin!

Other than the happy asian guy approaching customers and redirecting them, my experience here was rushed and not pleasant.
I was ready to switch from AT&T, but I lost trust in my sales rep during the transaction and decided to order online.
My sales rep was overall unfriendly and seemed like he had better things to do. He was in a rush and didn’t introduce himself. He had me sit down at one place then he walked off. I had to have another asian worker ask me to follow him.
Then my sales rep asked for my social /​etc. Most or all companies would tell you that they are doing a credit check.
Then came the 32GB Nexus 6. I wanted a 64GB but it was out of stock. However, I said depending on how much I’m saving, maybe I’ll take the 32GB. The worker told me that I’m saving $ 100. I asked if he could look it up because 64GB to 32GB for $ 100 savings sounds too high. He said he can Google it and started to get on the phone. Since it was taking so long, I looked it up myself and it was only $ 50. When I looked up, I realized he wasn’t even looking up the price. He was just trying to activate my SIM card over the phone.
He decided to lie and not address my question because it may have lost a sale.
With that loss in trust, I decided to walk.
I’d rather order it online, wait a few days, and know exactly what I’m getting instead of some guy trying to rush through the system and dump a phone on me.
It even had a sticker on the phone that states «$ 50 restocking fee on refunds» on the phone.
PS: T-​Mobile doesn’t have inventory information for other stores on their computers therefore, they tell you to call all other stores.

Great customer service by Efrain and Alan. They were friendly and patient with me when I requested for a JUMP for my phone. Thank you both.

I love T-​Mobile but definitely not the service I got from Francisco and manager Fletch. I brought my phone to Francisco 2 weeks ago. He convinced me that I will not have to pay for upgrade since I have JUMP. He even lied to his own company’s Customer Service to put back my insurance. I have always done my business in Rivermark branch because of Moe. I have known Moe from the Automall Fremont store. He always provide excellent customer service.
Manager Fletch told me that I would have to pay $ 150 deductible fee and and will be able to off set the cost but I will have to start to pay the new Note 4 basically. Francisco admitted that he never informed me of the deductible fee and never mentioned that I would have to pay the difference on the new phone if I upgrade. Francisco did not honor his words to the customer and admitted his mistake. I have been their customer since 2008 but I will be switching due to their bad customer service. I am really amaze how they got JD Powers’ trophy for Best Customer Service when they cannot deliver. They are very deceiving and genuine dishonest salesmen!

Two words: AMAZING SERVICE. I came in looking for a new case and screen protector for my new HTC one m8. Efrain made sure I had the best products for my needs and his recommendations were great. Since he noticed it was a new phone, he asked if I was aware of all the features the phone offered and even demonstrated how to utilize them. Afterwards, he took his time to put the screen protector on for me perfectly. He made sure I walked out satisfied. That’s what you call great customer service! PS, he speaks Spanish!

All I wanted to do was buy a case for my phone. And since they are all locked up, I’m waiting in line (for a long time) for someone to pull it off the rack for me so I can purchase it. Seriously. There were THREE employees in there, only one was busy with another customer. The other two were «busy» with BS activities like making copies and standing around. Nobody even acknowledged my presence after the first two seconds of me walking through the door. I’m waiting in line for nearly 15 minutes (for a transaction that would have taken 2 minutes) and just decided to leave.
I honestly wouldn’t have been so annoyed had I at least been acknowledged while I was standing in line. A word of advice to the employees in the Santa Clara T-​Mobile store — get it together. It’s seemingly little stuff like this that pisses people off and causes them to write reviews like this.

*****My update to the whole team at the store! «We love your customer service» You guys are sweethearts! I wish CORPORATE THE BEST! Because if we loose the reps who are honest, knowledgeable and really know how to understand the customer’s needs. I don’t know what we will do. So keep up the Awesome SERVICE!!!
SORRY BUT DISTRICT & CORPORATE SHOULD RECOGNIZE UR SERVICE IS THE PEOPLE WHO DELIVER, UR NOT ROBOTS. ;)

I come to this T-​Mobile to make payments for my boyfriend’s phone. Their machine isn’t always reliable as it tends to break down or be out of service quiet often. It is a clean store with friendly staff.

Moe did it again, excellent service as always. Efran too… helping to explain about the new phone I was interested in.
Needless to say… I’m sold and bought it. :)
Here’s a good example of being different than many other corporate stores regardless the brand or carrier… adding personal touch to the service.
Thanks again guys! Keep up the good work!

They do a great job here. I live just across the street and appreciate how they’ve taken care of everything I’ve needed, efficiently and with a smile, including my purchase of a new phone today (despite a complicated «return» situation). Hats off to Jordan in particular, who helped me out last week and today.
Working in one of these stores can’t be easy, having to deal with hordes of self-​centered and/​or angry customers every day. These guys know how to do it.

This is the best Tmobile store I have ever been to!!!
I work really close to this location and I make it a point to just come to this one spot because of the amazing customer service. Hats off to the manager because I know it all begins there.
I have visited this store for many reasons; exchanges, sim cards, new phone, new line, and I have always got nothing less than exceptional help, and excellent product/​service knowledge. I’m also very impressed to see they extend themselves so much, and witnessed it to other customers around me. Sometimes, if you are not tech savvy then phone shopping can be a horrible experience (I am very smart phone savvy though). I have seen the employees here go a long way to make sure their customers are up to speed and happy.
I have been with Tmobile for many years and stayed loyal because of their customer service (in-​store and phone). I cannot express how happy I am that this location holds true to that commitment.