T-Mobile

BEWARE… I bought my son a cell phone at the tmobile store and they very nicely put me on paperless billing… didn’t tell me… then they started calling and threating to turn off my service unless I paid over the phone or gave them my banking info… asked to be put back on a paper bill… have not gotten a paper bill yet!!! And its been 6 months!!! I have to call and call every month… VERY POOR SERVICE!!!

Run! People are nice: true. but, the service sucks! I’ve been on phone for about 2 hours. And just figured out that the phone I had bought «unlocked» is locked and it may take up to 14 day for me to have in unlocked. I have paid the full amount at the time of purchase. no pending payments or contracts. This company is not the most honest/​transparent establishment. I live at huron village and work in boston. and both in my workplace and my home I don’t have reception. Weird feeling to use FaceTime when I’m paying about $ 100 for this frustrating service.

Very good tech savvy staff. They served me quickly and I got what I wanted without any hassle.

I came in with a quick question and he answered it well. He actually went above and beyond my expectations and answered future questions I might have had. I’m really impressed overall with the customer support from T Mobile. Service is okay, but customer support is great.

The person who helped me at the Harvard Square store is very unprofessional. I said I wanted to upgrade my old calling-​only plan to a data plan and asked how much more I would need to pay. The gentleman checked my account and declared: «you cannot upgrade it. We don’t have that upgrade option anymore. You’ll have to get our new xxx plan if you want data.» Then he spent a lot of time introducing the new plan. Thank god I was hesitated and went to another T-​mobile store, where I found out not only I can upgrade my plan, but also the upgrade option is way cheaper than the new xxx plan he was trying to sell me! I just couldn’t understand why the Harvard Square store allows such thing to happen and I will steer away from it in the future.

After a failed attempt to buy a phone at the T-​Mobile store in downtown Boston, I came out here and talked to David B., who patiently explained my options to me and then spent quite a bit of time after the store should have been closed working out the details of my rate plan to find a way to save me money I would have otherwise spent taking the options the computer first presented.
I arrived at the store at 7:30 on a Friday evening, and it was not crowded. I am in Harvard Square often and have been there at various times, and can say that this place is generally a lot less crowded than the one at Downtown Crossing or in the Cambridgeside Galleria Mall, and I have almost always liked the staff members here at the Harvard Square location.

Hey Unilocalers!
I know in my experience with Tmobile there hasn’t much to cheer or celebrate! But I must say that my faith in the company has been restored by one particular sales employee! I got a new android LG Optimus phone thanks to Francis!!! Yes, three months ago I walked into the store in late December with a friend! I had had it with my phone and the lack of customer service from Tmobile customer representatives on the phone and in several stores! The bottom line no one wanted to assist me in problem shooting or solving my major phone issue! There is hope and it was restored when I walked into the Harvard Sq store on a cold winter afternoon! Francis actually listened to my phone issue, reassured me that I would get a replacement phone and that I had nothing to worry about. I was obviously hesitant with retelling my phone issue for the millionth time! There is a god because he sent me into that store, met Francis and got a new phone that I love! BTW I had no idea about the androids! Funny huh? Anyways, it’s been nearly three months and both my phone and I are doing well! No more echoing when I call out! And it just goes to show that we get exceptional customer service it means so much that you never forget!!! Francis has been incredible-​very friendly, polite, down to earth, customer friendly and has an overrall positive demeanor and attitude!!! Customer service is important to him! I always go in to get a complimentary tutorial on my android! I gave him a glowing review to one of his bosses! You are awesome FRANCIS!!! Sorry that it took so long! Thanks again for all your help!!! I’ll definitely be in for another tutorial session! My phone and I are sooooo thankful for you! Mucho gracias! Keep up the awesome service!

I purchased a hot spot that malfunctioned within a couple of weeks and they cannot fix it, will not take it back and want $ 200.00 additional cancellation fee.
Reaching anyone that can help is impossible. I’ve even been treated as an idiot who doesn’t know how to turn on the device!
STAY AWAY!

Horrible, horrible, horrible. First of all, DO NOT GET T-​MOBILE. DON’T. It is the worst cell phone company, and they don’t even have good coverage to back it up! But besides that, this store is a joke with careless employees that don’t want to help you and will embarrass you in front of other customers.
I was having problems with my smart phone that I had just gotten the day before from a different T-​Mobile store. Since I work near Harvard Square, I stopped here after calling the original store I purchased it from who told me to stop at Harvard Square and I would be given a new phone. NOPE. After waiting in line for 30+ minutes, the employee half listened to me and then picked up another call in the middle of me talking and handed me off to someone else. This gentleman was the RUDEST and most DISRESPECTFUL employee I have ever dealt with. He wouldn’t listen and told me that he couldn’t help me and I had to call the customer service line. I explained I was spending my lunch break waiting here and could he please just give me a new phone. He refused and started yelling at me in front of a full store of people. He was condescending and refused to call the other store I had been dealing with.
I had to then come in the next day and the new phone didn’t even solve my problem, which is another story. My mother (who is the primary person on the account) called the store to complain and spoke to Mike who didn’t care at all that his employee was rude. And worst of all, I called the corporate offices and they didn’t care that their employee treated me so badly!
If you’re thinking of getting T-​Mobile, DON’T. If you HAVE to go to this store because T-​Mobile has screwed you over (not a surprise) be prepared to spend at least an hour with rude employees that don’t know what they’re doing.

I would go to a different place if T-​Mobile wasn’t so inexpensive, but the service there is not that great. One of them, especially, his name tag says «Mike» — every time I go in there, he always gives me a higher-​than-​thou, stuck up attitude, and like that wasn’t bad enough, he messes up when I wanted to refill my prepaid account and doesn’t even apologize! He is so arrogant… and he works at T-​Mobile, which doesn’t help his cause. He is probably the only one in there that actually makes my visit unpleasant. The rest are just apathetic. Customer service at T-​Mobile in Harvard Square sucks.

T-​Mobile, I remain your customer not for the iPhone (which you don’t have) or for the 4G (which you don’t really have, either), but for your excellent customer service. This shop belies the experience I came to expect from you.
For a company that praises itself on customer service, and has been delivering steadily in my experience, this retail store is an odd place. The knowledge of employees and their willingness to assist is highly varied. Some are extremely helpful and knowledgeable, some will tell you whatever it take to make a sale (or get you off their backs), and some will assume that they’re doing you a favor by merely enduring your presence in their vicinity.

My 100^th review, here it is. I’ve been plotting on what to review but now that I’m sitting here I want to use my 100^th review to do what I love most about Unilocal,giving compliments where their due. I had the most frustrating experience cellphone shopping by myself over the summer. Verizon treated me like a wallet and sucked me dry. I marched into this T-​Mobile location with a mission, not caring what kind of service I got, as long as it was better than Verizon. I was so impressed I wrote T-​Mobile the following letter:
To whom it may concern,
It’s not very often that I find myself sending letters, but atrocious and exceptional customer service both deserve the attention of corporate headquarters. Luckily, this is a letter concerning two of your associates who have been beyond exceptional in their service, Mike Moon and Kristina St. Fleur from the store in Harvard Square, MA.
After experiencing impersonal and careless service from one of your competitors I decided to shop around and walked into the T-​Mobile store two days before my grace period at Verizon was over. This was my first time opening a cell phone account of my own and I found Mike to be helpful and understanding. I explained to Mike my problems with my current cell phone plan, including how much I disliked the phone I had. Mike seemed to totally understand and took his time to match the right plan and phone with my needs. I ended up signing up for a plan that is over 30 dollars more with T-​Mobile than I was paying with the other service because of Mike’s pleasant attitude towards me and ultimately felt that although I was paying more I would get more over the two years in terms of customer service.
Three weeks later my Blackberry was experiencing some technical problems so I returned to the store and was helped by Assistant Manager Kristina St. Fleur. The customer before me was clearly verbally harassing Kristina but I was received with a fresh smile and openness to help me with my issue. Kristina looked at my phone and decided that it was an issue that couldn’t be fixed in the store. Even though I had the Blackberry for almost a month Kristina exchanged it the store, saving me from going through the hoops of sending the phone out. I was blown away by her ability to not only recover from an angry guest, but to then go over and beyond after such an exchange.
My dealings with T-​Mobile have been nothing but fast and friendly, an experience that too few cell phone companies are able to provide. I can assure you that I will be a loyal customer as long as I continue to have interactions with associates like Mike and Kristina.
I have since moved back to Ohio, but remember my experience with these two associates and hope this properly conveys how appreciative I was with the ease and helpfulness of their service.

WoW! I’m surprised at all the bad reviews here. I guess I just get lucky when I go in. I’ve been a T-​mobile customer since they were Voicestream. The phone selection is meh, the call center customer service quality fluctuates, but everytime i’ve gone to this store i’ve had pretty darn good customer service. I have experienced the ignore factor, but its always been at times when they’re busy, as soon as i get someone’s attention they’ve been helpful, quick, and informative. I don’t know. They do have a high turnaround, and I don’t see many employees lasting to long, and only recently have actually seen the manager in the store.
Tmobile, does have the cheapest plans for service right now. The call quality has gotten better, but its still choppy and non-​existent in some mysterious «pot-​holes» around MA. Reception in basements is also non-​existent. But it works, and I can’t afford a fancy Verizon account with all the extra’s added al a carte.

If it weren’t for Roman I’d maintain the 2 stars but considering how he resolved my issue promptly when I went back for an exchange on top of which his manager giving me a free silicone skin for my Droid for my troubles. Total satisfaction, but only out of these two.

I’ve been in the customer service field for over 6 years, so while I’m not easily impressed, I’m usually not very critical. However, the service I received was pathetic. To begin with, I wasn’t greeted when I entered and wasn’t ever offered help. The customer service rep I finally tracked down (though I hate to mention appearance) seemed to care little about it. His shirt wasn’t tucked in, he hadn’t shaved, and it didn’t look like he had done his hair. From then on, he made recommendations about my account without actually looking at the services I had, and after half an hour, I left without anything actually happening. The online customer service chat (probably operated like any other online tech support) was far more helpful, and solved my issues in under 10 minutes.

OK, you know how there are tons of Asians in the area thanks to the proximity of two of the world’s best universities and a culture of East Asian academic overachievement?
There’s a woman named Jessica who worked there in the fall of 2008 who was unable to tell the difference between a photo ID of my fat smiling Asian face and another skinny horse-​face Asian and allowed her to sign up for services under my name. She signed her own name, too (clueless study abroad student who didn’t know that she wasn’t supposed to sign contracts under other people’s names.) I called T-​Mobile to complain about this and they got her on the phone to explain. Her «explanation» was: «_​I don’t want to make any generalizations, but you two did look very similar_​.»
Notice how I said that I had a fat fat face and she has a skinny horse face? Notice how I said that she signed her own signature, which didn’t resemble mine at all? You can tell that: a.) this woman is a racist POS (who appears to be half black/​white biracial, so SHAME ON YOU for not being more sensitive to racial issues involving people outside of your racial demographic) and b.) this woman is a lazy POS who didn’t check the signature when someone mistakenly impersonated me.
In short, I’d give this place a –5 if I could. They might want to up their sensitivity training a bit at this location considering the demographics of this area.

So… the service was a little lacking when we walked in, but that gave us time to look without high pressure sales pitches. I found the phone I wanted (something slim under $ 40 that acts like a phone) and finally Roman came over to us and was pretty cool.
It wasn’t a great cell phone experience, but at least I didn’t feel held hostage and robbed like every time I’ve ever walked into a Verizon store.

Oh, management, pull it together! This place has some serious morons in charge.
(Let me be clear from the start– I’m happy with my t-​mobile service and have been for about 5 years now, but this review is for this store location only.)
Every time I am in here, I am basically ignored, then rushed through service. Then, I was recently in here on a Tuesday afternoon, mid-​day. A Tuesday afternoon! Not a Saturday afternoon! The place was a bit busy, but also well staffed. It seemed reasonable to think I’d receive some sort of service, as I had a very simple question about my current phone, one that required maybe 3 – 5 minutes of their time, tops.
The assistant manager (assistant manager! not just any employee!) was hanging around the store with a clipboard taking everyone’s name, and attempting to establish some sort of queu. She failed so miserably at this that the store dissolved into her spending many minutes per person explaining why she could not help them, only take their name. The time it took this seriously intelligently-​challenged girl to explain this relatively simple system to me was more than enough than I needed for her to just help me with my question. Which, of course, she refused to do. I was told there would be a 20 – 30 minute wait.
You’ve seriously gotta be kidding me. They are lucky I get good phone service, or I’d switch to Verizon out of sheer protest for this store location.

Not good, not good at all.
I have to say that the experience varies with every representative, and some are more helpful than others, but generally I am quite dissatisfied with their service.
One of our phones broke recently, and the best they could do was make us call the service hotline. We ended up not only not being offered a loaner phone, but also having to pay for the shipping of the new phone (which arrived about a week later, so that means a week without a phone). To top it off, the new phone broke again two weeks later (through no fault of mine), so I’m simply giving up on this one. (It’s the Nokia they sell with their HotSpot — do not get this phone, whatever you do! Although the Samsung probably isn’t much better…). I am now using my 5 year old phone from Germany again and have canceled the HotSpot @Home option (didn’t work anyway — see below.)
We’ve also had trouble with other aspects of their service before and they were hardly ever helpful. (I will admit that I lost my simcard once and they replaced it without any charge — but hey, it’s a small piece of plastic, right?)
On a side note (this does not refer to this specific store, but to T-​Mobile in general), the HotSpot service they offer (which sounds great in theory, especially if you don’t have a landline and coverage at home is bad, as is the case for us) is only partially useful — the calls keep dropping out without apparent reason, which is very annoying.
I am so glad we opted for a 1 year contract instead of a 2 year — there is no way I will stick with this company!

I wanted to give a shout out to the T Mobile on Mass Ave in Central Sq. not Harvard Sq. but it’s not posted and I’ve been to both so figured I’ll just post quickly here.
Just wanna say that T Mobile is the best bet with cell phones in MA. I did a lot of research and T Mobile is by far the cheapest option and the service is also good– I rarely drop calls, the free phone is actually nice and the customer service is friendly.
Both stores are good but the people at the Central Sq. location are particularly nice– and a bit sketchy– but in an amusing way. My sales girl had her boo visiting while she helped me but it didn’t affect her ability to help me!