T-Mobile

TMOBLIE USED TO HAVE GOOD SERVICE, BUT NOW THEY ARE THE WORST…
I have been with Tmoble for about 7 years and the first 6 were great, I used to tell everyone I knew about how great their service was, I have no had 2 incident that are forcing me to cancel my service.
About 9 months ago I got a Galaxy s6 and Tmoile gave «free» Tab A. I asked for insurance on the phone and not the «free» tablet. They mixed it up and put the insurance on the tablet, no big deal right… Anything but, the phone fell out of my pocket at an amusement park about a week later. I had to just through the most hoop and every person either passed the buck or acted like they were doing me the biggest favor. I ended up have to do an «in-​house» claim since the third party company Assurant, had denied my claim before I know about the mix-​up. That was terrible and took me a week to fix.
Jump forward to now, I swapped the phone for a s7 edge and have been loving it, things seem to have been ok with Tmobile since. On the 19^th I lost the phone on the bus, I call right away to submit a claim a Tmoblie rep tells me the info I need to submit is the IMEI number, my phone number and the date/​reason I need it replace. I so ok sure. She notes, «Make sure you tell them submit the claim for the 16^th because that is the last time I have data for your phone.» I say «but I lost it this morning, I was using it this morning» she replies «yeah, I know but the dates for the data have to match».
I feel very sketchie about so when submitted the claim on the phone with Assurant, I told them as well, «Hey, just so you know I lost the phone this morning, but when I called Tmobile rep, said i have to tell you the 16 so it matches up with their system or something. I don’t know, I don’t want to have any problems».
My claim was denied, Assurant told me 3 thing: They don’t know why (i found that out through a Tmoblie rep who escalated my call to Assurant), THAT I WOULD HAVE TO WRIGHT A LETTER… A LETTER, to find out why it was denied or dispute it, and that I could go screw myself.
To be fair, althought they are terrible, its not their fault. The Tmoble rep told me the wrong and got my claim denied. Since then I have spoken to easily 15 – 20 Tmobile reps, of which non can help me because its someones else’s fault. I escelated it about 4 times on one call (they were prob just passing the phone around), and the top rep told me there is nothing he could do and gave me the info to cancel my account. Which I will be doing. #TMOBILEHATE
As a side note I hate hashtags, but they have driven me to this evil place. Spread the word, don’t be a victim, If Tmobile makes a mistake it will be on you. They will all be nice, and say they want to help but you will get screwed.

I’ve dealt with many incompetent phone reps since my first flip phone but my experience at this store has been phenomenal. There’s something odd going on here… and I like it.
IZZY is the star of the show. She’s helped me time and time again through my last minute rush purchases and requests across several devices. She is by far the most helpful and knowledgeable rep I’ve ever dealt with in any capacity.
The level of commitment she puts into ensuring customer satisfaction is simply astounding. It takes hard work to make a complicated process, painless. Not only did she find a store that has the phone I wanted, but she drove there herself after work to make sure it was ready by the morning. By the time I got to the store, everything was labeled and neatly packaged. She set up each phone to make sure it was functional and also found discounts that I was eligible for which was overlooked by another rep.
On every subsequent purchase I’ve made, she took care of me with the same level of dedication. Izzy deserves a promotion and a half and this store should be proud to have such an amazing rep.

Was looking for the new iPhone SE. Called around for a week and no one had them in stock. Went to Costco and saw this T-​Mobile store and walked in and they had it in stock. Hooked it up with a smile and great customer service and I was out the door. Will be back here for new phone from now on. Thank you

Worst customer service ever. Switching from ATT they typo’d my billing info resulting in a day of unnecessary delay. Then they did it again for back ordered phones that when finally ready to ship caused the order to be cancelled. Not only that, when I called to fix it they said the only way was to go back into the store and start over all over again. Basically their systems are so outdated and unreliable that any small error by a highly untrained sales person will cause more problems down the line. My advice: do it over the phone or online. Skip the store unless you’re just there to buy something that’s physically in the store.

I had a problem with my phone and it was actually the 4^th problem, this time they asked me to go into an actual store to check the phone out. I was approached by an employee Mike which was condescending and had an «I don’t want to be here» attitude.
I then was helped my the manager Lisa and Erica which is the reason this is a 5 star review. The T-​Mobile phone rep I had on the phone from the toll free number made things very confusing and was back and forth checking with her manager but Lisa and Erica stuck it out with me for about 2.5 to 3hrs until everyone was done from the customer service side to where my account was ready to obtain a new phone from the store.
Once I got the phone they recommended accessories and gave a discount on those as well so this store other than the one black sheep mentioned above goes above and beyond to help, and get things done.

I went to the T-​Mobile at the Galleria first and left extremely frustrated and disappointed at the lack of decent customer service.
But then I came to this location and Mario helped me so much!
He was very helpful and displayed what good customer service is.

After having the worst time since I Got my iPhone stolen while traveling…
It was very refreshing and nice to have such great help and someone so understanding.
If you ever need any help with any T-​Mobile needs,
Definitely ask for Vivian!!! She cares! And will do what she can for you! Best customer service! Made me really appreciate T-​Mobile. Thank you so much Vivian for being so amazing!
Need more Vivians in customer service!

I went here with my partner on Black Friday and we wanted to get new phones, already knew which ones we wanted and everything. They were having a promotion for tablets and the guy told us the tablet is $ 15 and that all you had to pay was $ 10 a month for the service. So, we asked a bunch of questions, decided to get them, and felt like we got exactly what we came for PLUS a little bonus. Sure, we had to pay $ 10 a month, but that’s fine.
Why, when we are signing the paperwork, does it say $ 10 under each number? We asked, the rep said that the amount shows up but gets credited on the first bill and moving forward, as part of the promotion. We believe them, after all, we asked them and they gave an answer we have seen before.
So, the first bill comes and no credit. I think it is maybe because the first bills are always a little confusing and weird with prorated fees all over the place, etc. NOPE! They either lied to us or they had no clue. Either way, this is shady.
2 stars because I’m too busy to call in and try to take care of it, just to know they will turn it around anyway. 2 stars also because I am so disappointed in the services and the scheming, but I know I am a consumer so I am asking for it.
Bleh, I hate deceit

I would like to appreciate Izzy for handling my account perfectly and professionally. She was off, but stay with over time to make sure everything is fine. I left store happy and satisfied with customer service. Thank you Izzy.

I initially went to the TMobile on Vermont across LACC and was super disappointed. I asked the TMbole sales rep if they had the Samsung VR and she had no clue what i was talking about. so i went to Atwater Village.
Mannnnn… as i walked in, i was greeted by Adrian. He walked right up to me and asked if i needed any help. BOOM! i asked what he thought about the Samsung VR and he went off. Dude was talking about how cool it was, how much his kids love it, and so on. His passion in his talk sold me. i was in then out in less than 5 mins with a new Gear VR in my hand.
Yall need more sales people like that. @Tmobile

They have the best customer service. When we got new smartphones and needed help with their set up and transfer of files from previous phones to the new ones we visited a few stores but it was only at this location where they were on top of their stuff. We got high quality service! Special thank you to Robert, a retails store associate and his manager Jacob. They were very knowledgeable with the brand new technology and after the phones setups spent quite a time to do the files transfer from the old devices to the new ones. Thank you guys!

I went in today to trade in my phone and solve some issues that I had with my lines. Vivian was the one to help me and she did an amazing job switching both my phones and helping me understand everything that was going on with my account. Turns out the last person who helped me explained it all wrong and that’s why everything was all messed up. Thanks to Vivian, I got my new phones and fixed the lines so it wouldn’t be a problem. great experience!

Ernest was amazing so helpful and extremely friendly and cordial. Lisa extremely friendly and helpful plus knowledgeable and they both helped me immensely. Khrys was extremely helpful when I got my apple watch and helped me save money in general the this T-​Mobile corporate store is the best store that I would consider because of their customer service ability and extreme friendliness and eagerness to help the consumer.

First of all, this place can get busy, but reps help you as soon as they can. There’s a list, so I usually get some coffee at next-​door Starbucks while waiting for my turn.
Thank you Ernest for helping me with my phone. He went out of his way to figure out what’s wrong with my S5. was very nice the whole time. I appreciate it!

We are very thankful for the great customer service rendered to us by tmobile in Los Feliz/​Atwater branch yesterday! I couldn’t believe the awesome services we received especially from Art, Jacob and Manager, Chris!!! They truly took time to satisfy our needs!!! Awesome job gentlemen! Keep up the good work!!! I’ve been with Tmobile for a couple of years, but this is the first time I was truly satisfied with the services rendered to me and my husband! OUTSTANDING!

Came here on Labor Day to switch over to T-​Mobile from AT&T. We knew what we wanted (the $ ¹²⁰⁄₄ lines with 10 GB data on each line) when we walked in so there wasn’t any fuss about that. We did have to wait a bit and it was kind of awkward because we didn’t know if we had to check in or something. An employee saw us standing around awkwardly and asked us what we needed and took our name down. There is also almost nothing on display to fiddle around with while you’re waiting.
When it was our turn, an employee helped us and he was incredibly professional and kind. We knew what we wanted so all he did was transfer us to the plan we said we wanted. He didn’t try and make anything complicated or upsell anything like a lot of the other reviews say. While he was helping us, I admit I was being kind of unintentionally bitchy. I made remarks like «ooh this is definitely not as fast as AT&T. I guess we’re getting what we’re paying for.» while speedtesting the network and explaining all the pros and cons (more cons) of T-​Mobile Jump to my sister and brother-​in-​law. However, he was patient with me and would joke along or explain how in the real world, we probably wouldn’t notice the differences. I wish I remembered his name because he actually was really great. Personally, we all had a great experience and I wish I wasn’t such a bitch because once I walked out of the store, the network was so much faster.

Update: I always update my review when I go somewhere with amazing service OR crappy service and I’m being helped by someone new. Anyways, I went in today to pay a little bit of my phone because maybe in 6 months or so I want to jump. Got helped by Ernest, he deserves 5 stars. Super nice guy. Thank you for being kind and helping me out :) He wasn’t hesitant to wait with me to get a text via payment because I asked if I could stay until I get proof. Just gotta make sure ya know lol. Anyways, we waited for a bit so he decided to do it over because I guess it didn’t go through. He apologized for the delay but I’m a super patient person so everything was smooth. Thanks again! I really appreciate your kindness and customer service ! Make sure to ask for him

There maybe a wait, maybe not just depending time of day, I was helped by Valerie, super sweet and super helpful, she was very patient with me. Haven’t encountered such a sweet and outgoing representative:) Highly recommend!
Only down part is, the store was pretty small due to renovation but overall a great experience! And I got to finance a 400 $ beats for 12 $ a month

What the companies customer service through the phone couldn’t help me with I believe Ernest could (not sure that’s how you spell his name) did all he could to resolve why my account was suspended and at the end fixed it. If you go there ask for him. Great attitude and looks as if he’s more than welcome to help out plus you don’t have to deal with those T-​Mobile employees in an office just answering calls who most of the time give you a sense that they hate their job and don’t want to listen a word you have to say. Anyway 5 star service from this man!

This place gets super busy && only reason why is all the workers stand around «acting like they’re busy» and don’t help!!! I’m not racist at all but each time I’ve been here seems like if your not the same race as who ever will help you out, then they just won’t! Worst customer service EVER. Always have to wait, even when there’s nobody but you in there. The girl that gets your name down soon as you walk in has worst attitude. Lighten up a little!
I rather drive a long way to another shop rather then this one!