T-Mobile

Horrible phones, horrible eye rolling from females working here, they really don’t deserve my business, years of having t-​mobile and I’m about to switch

bad experience, poor customer service. reps did not want to help; disappointed, enough to consider dropping t mobile, why pay for a carrier if service is poor (customer and help)
ok, took time to look at other reviews, and now that I see a number at the top of the sort that deal with poor service, and worse, yet, rude reps and a poor experience, Guess I should provide more details… since I don’t post reviews, think I did 1 when I first got my Unilocal account and had good food at a local restaurant, I hadn’t logged on to review again, so now here’s my 2^nd and I’m doing it because I’m feeling it from that unpleasant experience, enough to bother me, that I want to tell my friends,(already told my little boy, that I’m upset from my visit to mobile,(he’s at the apple store in kahala mal, and happy, now he sees his Dad upset, can’t understand why because he had a genius bar appointment, and they were kind and nice to him, even though he is young and are replacing his iPod. what a difference!
ok some detail:
I bought a galaxy S5 in april at T mobile, had a few problems,
ie. the waterproof cover for the usb charging port broke off after about 2 months, part bad design bc when you plug in the usb club, the charger cover is on that side so the plug has to push on that cover, which is the problem (i never pulled on it, actually I commented to Tmbile
reps that I want he s5 over the s6 because water resistance is plus, i.e. for rain, or if accidental dropped in water… samsung needed to put the cover attached to the left side away from the normal micro usb port plug in spot, then the cover wouldn’t need to be pulled.
battery ran out the other day, then had trouble charging
came in 2 days in row, today worked with
Deneisha (figured better to let them know who, because not fair to write non pp
positive feedback for whole store)
1– she seemed to have an attitude, ie. not pleasant, some frowning, just after introducing myself, told her charging issue, and that yesterday when I came in they were ready to resend back as warranty… in fact, even though I smiled, and made occasional small talk to warm her up, she was not friendly, in fact, she never smiled once
now being pleasant or even cordial is not necessary, yet I could tell she was”t particularly happy to be helping me… (sorry if other things in your life could be affecting you, yet I work in sale also, have my share of family challenges, yet I manage to shift to work attitude and be pleasant with my customers, even when I’m down)
2– some thing that happened:
1– asked my options, if I resent it back, and
if I could get a loaner, she said no there’s no loaners (phone would charge so couldn’t use or even backup which was recommendation of rep the day before; now can’t turn on since battery ran out on power saver mode eventually)
since being with out a phone would be irresponsible for emergency calls for my boy’s school or customers … I did mention I really need to have a phone somehow, I asked if another tile location would have a loaner, could I go there, and she said yes, yet she didnt know if they would … she checked with another rep and came back with a old flip phone, which I was happy to see something, so far so good,
2– asked to try to charge battery, just so I could take home and turn on to backup (per reccomenation) she tried and it didn’t make contact (part of reason to bring phone in)
I asked if any way possible to charge battery.li.e. put it in another S5, was told no, these models are alarmed (guess didn’t want to turn off alarm) asked another rep, he said you should find another person then, I said I know my friends, and none have a S5, so all I can think of doing is asking someone in the store,(cell phone stores have customers with cell phone0 asked those 2 reps, they said they didn’t have S5 with them… and asked if any kind of battery chargers here, said no (hard to believe if I brought phone in for service they wouldn’t have ability to charge battery somehow if the phone itself wouldn’t charge); so unfortunately,
face difficult situation of losing everything on my phone if I can’t turn it back on. seems like I would have come up with some solution to help someone in that situation, if I that a was my business and I occasionally have customers come to me, where they can’t charge their battery
3– then she rang up $ 52, I asked if that’s for the warranty charge (no Deniesha, said that will go on my bill) this is for loaner, I asked I have to pay for loaner, she said yes, I said I didn’t realize that, and isn’t that a little expensive (this phone would sell for less than $ 50 ffmfore like $ 15-​$ 25… she didn’t explain. so I was thinking, maybe this isn’t such a good deal, i.e. isn’t there another way, then the other rep said its for a deposit… (then I said, oh I get it back, and he said yes, All that worrying, could have been avoided, if she had just said it was a deposit, once she saw I

I had been having trouble with my phone recently and I had visited a store at Beretania and they were extremely rude so I had already had this awful experience with T-​Mobile. I decided to give it another shot but at a different store. I went into Kahala and wanted to speak with a supervisor and I was helped by Sherman. He was extremely patient and understanding with me. He answered all of my questions and even helped me get a warranty phone out to me. The whole process was so painless and this time the experience was much better. Thanks for your help Sherman you were awesome!

so i decided to make the switch from android to iPhone, i ended up getting the iPhone 6. depending how busy it is the wait can be pretty long to get helped, fortunately i came during their down-​time so i got helped pretty quickly. i was happy with the service and my new iPhone. I’ve been to this location a few times in the past. while the wait can be long, the workers are always nice.

I came in to ask a few question regarding splitting off from a family plan. The woman that came over to ask me what I came in for wasn’t quite helpful although I got the idea of what I need to do and what will happen. She kept giving me this look like I was an idiot and going wide eyed like she couldn’t believe that I just asked if I would need to start a new plan or the other person would after splitting off. Her attitude kind of got on my nerves so I left to head to the A different T-​Mobile.

Horrible service!!! I can’t remember what his name was but he was very very rude. W/​e I won’t be back. Go to the t-​mobile store at market city they are nicer!

My boyfriend and I were running errands around the mall, when I decided to upgrade my iPad mini to the new Air 2. I was greeted right away by a Hapa guy with cool loglasses. He took our names down and asked what we were in for. There was a girl who seemed to be finishing up with a customer, so he informed us that she would be with us right after, then he went to grab my iPad.
I think the girl who helped me was «Mei». She took her time, and she informed me that she had been working for the company for only about three weeks now so technically she was still in training. She was very sweet, and did everything perfectly. Great job for still being in training if you ask me!
There were two other guys who were working there, and when they were done with their customers, they came over and chatted with us. Very friendly and knowledgeable staff.
The store is open late too, I think it’s one of the few T-​Mobile store to stay open until 9pm (to be consistent with mall hours), so this is a really great stop if you need phone assistance later in the evening.
The wait can be a bit long, but they have chairs and lots of cool stuff to look at in the store, so you don’t have to be bored or uncomfortable while you wait. Yay!

Went in to register our new phones and was very happy with the experience. Clerk named Andrew was very helpful and quickly got us set up. Thanks for the great service!

Great customer service… Tiara helped me set up my new/​used iPhone 5 and she was awesome!!! There was literally no wait and I was seen right away. Tiara also helped me with my screen protector and did a great job with it! Great experience, will definitely return to this T-​Mobile location!

1 hour wait to upgrade to a new phone? No thanks! To the manager of this store… utilize the resources your company provide you for scheduling and staffing. Cause you are definitely UNDER staffed!

This review is long over due! Came in about a week ago…
Horrible service by Brian, and get this. He’s a manager! He was rude rude rude. Not only to myself but to every other customer I watched him «help.» I don’t think being arrogant and non approachable are qualities a manager should have.
Oh and btw the problem I came in to solve wasn’t even solved he kept telling me to come back, later that day. So i did then asked me to come back again the next morning. Heck with that I just called customer service and in one phone call the problem was solved.

This tmobile is 5-​stars! «Sherman» has spent time and helped me with my order my new iPhone 6 with ease! He’s sociable and professional at the same time. Tmobile has by far always has helped me either in store or on the phone.
I received my iPhone 6 way before the estimated date, I was stoked!
I was also promised a big credit for my trade in iPhone 5s, and pleased to add that I got about $ 250 + credit toward my phone bill. I’m paid thru November:)
I recommend tmobile all the way! No annual contracts, easy payments and they allow split payments if need be as well.
I’ve been with tmobile on a family plan for years prior and on my own for my second year now and service is always top notch!!!
I highly recommend this carrier to anyone wanting excellent service and deals!!!

Come as a visitor 2x year. Really like the personnel service. They are great with my mom who is tech newbie and impatient. Did her whole service and even showed her how to use her own phone! Like T-​mobiles unlimited 2 or 3 $/​day plans. Location is great and easy to access. 1 reviewer didnt like parking out back. so park below for free and take the escalator up. Easy.
Only 1 caveat from 5 stars — and its a BIG ONE — if you have an active phone and are just buying temp. service, make sure they give you your own sim card back when you swap! The store informed me that after 1 day they destroy all lost/​left behind sims. So be mindful.
I was tired from travelling and my mistake to assume they would just package it up for me to go. I didnt notice it missing until it was time to go home and put back my original one. Now its gone like the wind, leaving me stuck with no service for travelling and having to shell out for a new one from my provider at home.
But other than that, will go back and enjoy some aloha spirit at this loc.

Horrible service. Tried to get the promotional router for current customers only to get drilled on the purpose of trying to redeem it. Why would you offer such a promotion if you don’t want your customers to take you up on that offer?
After being given the run around and ditched for other customers we kindly left to go to the market city tmobile. They kindly helped us quickly, no questions asked and the promotional router is now en route.

Ive been with tmobile since it was voicestream (if i remember correctly) but my recent experiences have pushed me to completely change carrier. In thr past 2.5 months ive had to go through 3 different warranty exchanges with no improvement. Ive paid for my insurance and i would expect a working phone. I can understand some may be lemons but how can i get all of them.
What really tipped the scale is my experience today. I JUST got the exchanged phone in the mail last night with the same problem as before. So i called the customer service and was told to go to the store and exchange it again. So i went to the store and the rep i spoke to (Brian) started off nice enough. Gave me the usual run around with the diagnostics and blah blah blah. Then he came back with the same result that nothing is wrong and to switch it out again. So i told him that i am EXTREMELY fustrated with not having a working phone for months and there must be some other option or solution than to keep switching broken phones. He became very irate with me and said that i need to understand where he is coming from and started to argue with me that theres nothing he can do and I need to either call customer care again or just take whatever he says. Thank goodness that another lady (the one who checked me in) had advised him to call customer care for me to discuss the situation. The end result is to switch it out yet again and «discuss other options if it happens again.»
Sorry tmobile and samsung… im switching carriers

This location is one of the best Tmobile shops that I have been too. I came in a few months ago looking to get out of my sprint contract. When I entered the store I was greeted by Brian. Brian informed me of the Early Termination policy that Tmobile offers, the one that pays off the fee for people switching over to TMobile. That right there had me sold. Brian informed us of all the perks of TMobile. I respect his honesty and he was very friendly. I went back to this location just the other day to drop in and look at the New phones and right off the bat, Brian acknowledged me and said «Hey, its been a few months. Welcome back!» I would def recommend going to this location and seeing Brian to help you out with all your cell phone needs

I’m not going to spend my review here talking about various plans as I’m no expert. If you want to know about the various types of plans, go ask them yourselves. I can but simply write a review on my experience at this T-​Mobile location last night, tell you I’m on a grandfathered family plan, and the prologue to this sudden visit to the place.
Prologue: What started as a way to make my rough windy day better (a trip to Lanikai Juice for a quick acai bowl for myself and my family) resulted in my GALAXY S4 (or whatever it was called, darn alphabets/​numbers) being crushed in between my car door. I have the phone with a broken screen to show for it. Talk about a bad day (cue the Daniel Powter «Bad Day» song).
I went to Apple (heck, I wasn’t going to purchase a new plan), bought an iPhone, then headed up to T-​Mobile so I could have the mini SIM card activated. The sign in process was a little bit of a wait (one of the down sides), but I was desperate to have a phone. We were helped by Chanel. She helped to charge up my very dead, but very new iPhone 5c and after I purchased a durable screen protector (invisibleSHIELD), she even offered to install it. Talk about so helpful and friendly!
The customer service here with Chanel was definitely impressive. Talk about great customer service!

Ask for Brendan Mar!
After finding out my husband and I were expecting twins and freaking out about how we were going to afford three children, I went through a serious review of our monthly expenses.
I was paying AT&T $ 188 a month for a 700 minute shared plan (this was with a 12% employer discount), with only 100 rollover minutes left from a previous, more expensive plan. I go on gazillion conference calls for work using my own cell phone, so I knew I would have to increase our minutes pretty soon, which would obviously result in higher monthly fees. NOT GOOD.
I knew I could get a better deal somewhere else.
Around the same time, I saw a commercial about Tmobile paying off early termination fees for you for switching over. I called AT&T and learned that I had a $ 285 ETF. Another reason to hate them!
Determined to make the switch, we visited this Kahala Tmobile store and worked with Brendan to outline all the steps we needed to take to make the switch. I told him our only reason for switching was to save money, and he really helped us do that! The whole process actually took 2 days because it involved requesting AT&T to unlock my iPhone, etc.
My husband and I now have unlimited voice, text and data for around $ 120 a month (with state of Hawaii employer discount).
Friggin awesome.
I highly recommend Brendan Mar. You should make an appointment with him if you want to switch. He is very responsive with emails too.

I hate being lied to… especially by fast talking sales MONSTERS!
It seems like whenever I want to buy a new phone from this store it takes forEVER. This time I wanted to buy a new HTC Radar because my 2 year contract ended. This means that instead of paying $ 400 for this phone, I pay $ 100.
I first ask the sales MONSTER what the difference between the $ 100 phone and the $ 50 phone was and of course she made the $ 50 phone sound like a piece of crap. Then she tried to trick me into changing my plan, and paying $ 400 for the phone. It took an hour to tell her that I want to keep my plan and pay $ 100 for the phone. After this nightmare, she goes in the back only to find out that the store is OUT OF STOCK. Then she straight up lied to me and said that the only other corporate owned tmobile stores are in Kaneohe and Waimalu and that if I don’t come back in a week to Kahala to buy the phone I would need to go to one of those stores…
My grandfather went to the tmobile store in Market City, and it took him 10 minutes to get my phone. And low and behold, Kaneohe and Waimalu is not the only corporate owned tmobile stores…

The only two times I had come to this place was in a) March 2011 when I got my first and current iPhone 3G and needed to see how I can sync the internet on there. And b) February 2012 Getting advice on how to transfer my data on the 3G to the newer version of the iPhone 4 or 4S, since I am considering the upgrade. The sales people were friendly and helpful in what I was asking. I am a long time customer with T-​Mobile, so at least that helped me when they pulled up my custimer information to check if I was eligible for a phone upgrade. I had my heart set on the iPhone 4 or 4S (or maybe the 5?), but they had the audacity on mentioning their other phones on their sales floor. Ugh. I hate that. I am an iPhone and I am not going back. Love my iPhone!
This location is at Kahala Mall, but on the rooftop shops, near by Barnes N Nobles. There is plenty of parking, if you don’t mind parking in the heat when you can park in front of the store. The parking can get problematic, since alot of people like to park in the shade and you are forced to fend for yourself in the mid day sun. The store itself is small, but adequate and air conditioned. The sales people do mean well, but I’m sure at the end of the day, they need to be pushy somewhat to make a sale or two.
I imagine that I had my gripes with T-​Mobile as a company, but for this Kahala location, where my questions had been answered, hopefully to the best of the staff’s ability, I can say I was happy with the customer service. I will be back, although not for a while. I just need to get my hands on a iPhone 4 or 4S (or the 5, when it comes out in the fall), and see how I can transfer my 3G data over.
B+