T-Mobile

I arrived to this location very upset having an issue with my new iPhone. Having previously arrived and been taken care of very well I decided to have them take a look at it. I am glad I arrived here again the staff was spot on, running like clockwork without a single hesitations notice even recognized me and where able to fix the issue without a problem. I had the pleasure of been helped out by Maria. she was right on it she had incredible memory she had remember me by name and had resolve the problem in seconds. She completely saved my business trip and actually gave me great advice I will upgrade soon and will only attend to this location from now on well worth it. the staff are extremely helpful. If you get the opportunity to get helped by Maria I would recommend it she is very nice and quick to help you with incredible very knowledgeable and made my experience that much better and the trip took off without any problems thanks to Maria so shout out to Maria thank you for your help!!!

Horrible. Any other location is a much better idea. Employees act as if they are at home and ignore almost every costumer service regulation. They definitely do not know that the reason they work here is because of costumers. Do NOT come here.

Unfortunately I had an issue come up with T-​Mobile again. NOT the willow pass location it was different one, but once again I went to the willow pass location for help and they took care of me right away. The manager Stephanie was very responsive and she really made me feel like she wanted to help me in my situation and so far she has. I currently manage a store myself and I wish I had more employees like her. If I can give the T mobile on willow pass more than 5 stars I definitely would!!!

This review is for sales rep #3 635 855. My bad I wish I remembered your name. I have been a tmobile customer for a few years now and this Tmobile is where it’s at. ALL the staff are more than willing to help you. Was polite, very helpful, and even went to the back to grab display phones to help me pick a color. I know this isn’t much, and is pretty standard, but I was very happy with my experience here and will always come back. Tmobile, your South San Francisco location SUUUUCKKS

People in the store weren’t that bad, but t mobile as a service is horrible. I never have service, calls constantly dropped. I’m always «out of range». I can’t wait until my contract is over. I will never go with tmobile again!

May I just start out by saying that the T-​Mobile corporation has absolutely positively no morals, ethics, or any interest whatsoever in doing the right thing. They do not know what customer service is, and they have no interest in making the customer happy at all. They are good at selling the product, and lying to your face over and over again. I switched to them because they had what seemed like a great deal on their plans. That was a huge mistake, I have had little issues here and there since I started with them but I thought maybe it was a fluke thing and that everything would iron out and get better… I was wrong! I recently (within the last 8 months) purchased a rather expensive phone from them and it all of a sudden went bonkers the screen started fluttering and would not stop, started calling people, etc… I took the phone in to get a master reset, well when they did this the girl did not back up my contacts (which were saved in google thank god) and when the phone came back on it was still in bonkers mode. I told them it clearly did not work and that I wanted a new phone. Since it was still under the manufacturers «warranty» they explained the process of getting the new phone and sending the old one back. That all sounded great until they realized that because this phone was known to have these sort of issues because of the «double tap» feature they:
1.did not have one available in the store
was on back order for weeks because I can only assume everyone else’s phone was doing the same thing
3. there was now all of a sudden a $ 20 fee to exercise this so called «warranty»
4. they were going to do me a «favor» by loaning me a normally $ 50 piece of crap phone until that one was available for free (Wow thanks a lot!)
So after all of the above happened, I asked if there was anything they could do to help out, since money was still owed on the phone, in regards to putting that cost towards a new and better phone. I might as well have asked them for a million dollars. They didn’t do anything, not a damn thing! They said I had to pay off that phone and then buy a whole new one even though its known to have problems!!! So frustrating! I then told them I no longer wanted to remain a customer, this was truly the last straw, I could not take the lies and bull crap anymore. So we went over how much was owed on the phone and I was given a total for the pay off and to be rid of t-​mobile forever and of course low and behold the final bill showed up $ 100 over what was originally quoted. Holy crap please don’t ever use them — save yourself the headache. You will pay a little extra at other carriers but you will be soooo much happier!!!

I purchased a phone two weeks ago and the screen went out a few days back. I took my phone back to the same store and without any questions they replaced it! On top of that there were several pics that I had not backed up that I needed and Pamela was able to get them off my phone. She navigated to them on my phone without the screen display. She rocks!

tmobile is the lowest form of cell phone business… want your money and do nothing for you. customer service stinks!!!

Went to Tmobile to upgrade my simcard for my phone. Anubis went above and beyond to assist me. He was none forceful and totally cool. I suggest that if you want to find a phone, look for Anubis.

First and only t-​mobile visit, but left on a positive note. Staff is not invasive and the wait is extremely short compared to at&t stores. Staff member is educated and quick to answer questions. Didn’t pass the bs too long and stopped trying to oversell once he understood my interest and intent.

I have been with T-​Mobile for 8 years, with quality of coverage and customer service steadily going down. Also they have a lot of small print in contracts and a lot hidden charges. After I finally switched to another cellular carrier — T-​Mobile has been clearly vindictive with their billing.
They have guts to argue that when I told them I am switching to Verizon I did not asked them specifically to «cancel» the lines. They claim that they have a recording of my conversation that day because they «randomly record calls for training and quality improvement purposes» without ever asking for permission to record my voice. It takes about an hour of being on hold and being foot-​balled to the next representative without resolving much.
Beware of T-​Mobile! Two thumbs down!

The other day I went to this store to open a new account. I wasn’t sure what phone to get so this Filipino sale associate help me decide which phone is the best for me. He was really nice and helpful. I was please with my selection and the sales associate help me pick a plan that best suit me

Had a great experience here. The customer service was superb! I was trying to get a new phone and this Filipino guy help me buy one that is best for my needs. I’ve been to different t-​mobile stores and this one actually seem like they know what they are doing.

Seriously if there were a rating for «minus 1 to 5 stars» I’d have checked –5. My daughter has a T-​Mobile account and needed to pay her bill in person this time. This is the nearest outlet. This happened last Wednesday evening, June 23, 2010.
She’d just picked me up from work and it was about 6:20PM and there were apparently only 2 sales associates in the store at that time. Joy of joys, BOTH were the process each of setting up new service.
Thinking this will be quick, I wait in the car and my daughter goes in and stands for 10 minutes, left totally ignored, not even eye contact by either associate. Since she’s inherited her patience elsewhere, she waits 5 more minutes before she raises her hand and asks if there’s a «quick pay» line, associate or terminal. One associate just points to an «ATM like» machine in the back corner. So she proceeds to go use it only to find out it won’t accept debit or credit cards but just checks or cash (!?!) She gets BACK in «line» and waits ANOTHER 15 minutes, during which I come in irritated that it’s taking so long. For a total of 30 minutes, my daughter stands waiting 4 feet from the registers where these associates were, without so much as an acknowledgement or an apology or even a fake effort to call someone to help — they were an embarrassment.
When we finally get to the register, a medium height, male, hispanic associate with cornrows stands there and just says «what can I do for you?» (and none-​too-​politely might I add). It took literally 3 minutes to pay her bill with him. Once the transaction was complete, she (and waaaaay too politely I think) says «you know, I’m in retail customer service and the very least customers deserve is some acknowledgment of their presence. I was in line for 15 minutes and had to ask YOU for help.» He replies.“I know… I know… but it’s been a long day.” (EXACT WORDS NO LIE AND WITH ATTITUDE) She says «I understand, and I see you’re short-​staffed, but that’s reallly no excuse. I had a long day too and it took way too long to do all of this when what I came to do took only 3 minutes.» I cut her off (it was all I could do not to jump over the counter) and asked «and…why doesn’t your machine take credit or debit cards, which made this whole experience even MORE inconvenient and unpleasant?» He goes «IT DOESN’T???» The fool didn’t even know how the machine he was directing her to worked.
Pan to the OTHER associate at the other counter: A late 30s-​40s something (at best) caucasian woman w/​short strawberry-​blond/​reddish hair. She’d have to have been deaf AND blind not to have already noticed how obviously frustrated we were before our exchange with him — did I not mention we were about 4 feet from the registers and that there was no one else in the store waiting?! Her stellar, professional reaction? A frozen, condescending smirk and a determination not to make eye contact with either of us. She thought were stupid or born under a rock.
Look — things happen, staff calls in sick, sometimes the business is not running optimally for reasons beyond your control. I totally get that and I’m cool with it. BUT, if you’re going to be in Customer Service then understand that your customers require and expect service. An acknowledgement of our presence, an apology for making us wait needlessly or for complicating what would have otherwise been a simple process, is really not unreasonable.
There is too much competition in the wireless phone industry and way too many unemployed individuals out there who would be giddy and bend over backwards to have a job, for T-​Mobile to settle for having slacker associates who are obviously unhappy, unprofessional, and/​or clearly ill-​equipped to do the job they were hired to do, which I might add, includes acknowledging and caring for your customers, even after a long day. They made T-​Mobile look really, really bad.
Even if my daughter chooses to stay with T-​Mobile (she’s reconsidering), she’s decided it’s worth the inconvenience, time and gas to travel to another store than to have to deal with such ghetto (and I do mean GHETTO) service.