T-Mobile

I love T-​Mobile and their services, but I’ve had so many frustrating experiences at their stores (T-​Mobile owned, not authorized dealers). I have been to T-​Mobile stores across the country and always run into the same problems.
The main issue is how incredibly long most transactions take at the store. Even for pretty simple fixes like switching out a sim card. That is if you even get to the front of the line to speak with an associate without dying of boredom and frustration with the wait times.
I didn’t have to wait in line that long this time, maybe 15 minutes, but my simple transaction (getting my micro sim exchanged for a nano sim) took most of 45 minutes with all sorts of errors and problems interrupting the process the whole time.
Aside from that, they exorbitantly overprice the sim cards. Honestly they should be free, they cost T-​Mobile next to nothing. Considering I had a t-​mobile sim card already, recharging me upwards of $ 20 to just replace it with another t-​mobile sim card.
That doesn’t seem like a very nice thing to do to loyal customers, especially since you can buy those sim cards off a 3^rd party retailer online for cents on the Dollar and activate them yourself online or over the phone (my situation was urgent, so I had no time to wait for a sim card to be shipped to me).
They added all sorts of fees and nuisances which I honestly would have put up a fight about if I hadn’t just spent so much fruitless time there and was getting so frustrated I would have probably just told them to keep the damn phone if only it meant I could get out of there.

My children are constantly pushing me into the twenty first century and updated my phone this Christmas. No, I didn’t have a flip phone, but it was a bit dated. I think it’s amazing that I even use a phone. The cup and string method were just fine for… But I diverge.
This particular TMobile store is definitely a hit or miss, which really isn’t their fault. If you happen to walk in when they’re not busy, which isn’t often; you can be serviced and happily out the door quickly. However, if you arrive with the masses, then there’s the wait, (something that Americans do rather poorly). I hit it right on today. Two people in front of me. My wait was short and the young man who assisted me was pleasant and knew exactly what to.
Does TMobile need to hire more good folk? Perhaps –Sat afternoons are peak hours, so expect to wait. Hiring a dozen people to work the weekends isn’t the answer. We just need to learn to be patient! The atmosphere has changed. It reminds me of a MAC store, this is ok. Continuity among the tech industry is good — associating a certain look with like products is good advertisement.

This is the worst cell phone company I have ever had. Not only did I not received my early termination I never received my military discount for the 10 months I’ve been with you guys. I’ve been calling costumer care for months and things never gets resolved. I know you do not care for loosing a customer because you have plenty but I had to get it off my chest because I have never felt so deceived.

IF YOU ARE NOT GOING TO BUY SOMETHING, THEN STAY AWAY.
The only reason I went here was to verify that my phone was covered by the insurance I pay — my wife and I recently swapped phones, and when I called customer service, they told me I had to go into an official brick-​and-​mortar store to finalize the changeover.
The staff were rude, impatient, and didn’t want to deal with me as I was not spending money. The first lady kept arguing that I didn’t need to be there, ignoring my replies of «I’m just following directions from the Tmobile customer phone service rep». So, when I eventually replied ‘If it’s too much trouble for you…’, she directed me to her boss. Slightly better. At least he knew his password to enter the system and check my account (unlike the girl). He managed to do the simple changeover — he simply had to retrieve my IMEI from behind the battery and enter it into the system.
HE COULDN’T EVEN DO THAT properly! He pulled the battery out before switching off the phone. Ahem, that is kinda important to the safety of the phone…
However, after switching on the phone, he then proceeded to update ALL the apps in the Play store without asking. Three days later, my phone is still sluggish, updating cr*p that I don’t want, and I have to go through these apps INDIVIDUALLY in order to change the settings. He claimed that it was better for the health of the phone — but this is after pulling the battery without powering down the phone!!!
Don’t go here, unless you want to buy a new contract and don’t require any human interaction. In fact, don’t go here at all. There are other Tmobile stores that uphold the quality of Tmobile. This crowd deserve to be selling stolen phones at a flea market.

Overall an above average experience. The floor staff clearly work hard and are generally knowledgeable, and do a nice job of anticipating many of my questions and needs. On the «down» side, I find that they cannot easily or correctly address more unusual problems (i.e. a store employee entered my cell number incorrectly into a company computer as part of the activation procedure… when I returned to find out why my phone failed to activate the women behind the counter began rattling off the standard replies before even examining the issue. Once the real problem was understood, these employees then seemed flustered and spent extended periods on the phone trying to undo the mistake. This seems to me like alot of activity devoted to such a simple problem.)

I do not remember her name but one of the girls working at the counter was amazing! She helped me so. I went to the tmobile in Melrose Park and awful is an understatement of how bad the service was. She fixed the problem and helped me save money. I’ve come here other times too and the employees in general are very nice and informative.

This is a review for the man who sold me the phone. I forget his name, it’s probably in my receipt, but he’s short, overweight, and bald. I came here yesterday to buy the iPhone and my experience was great except for one thing, they duped me into buying Jump insurance. The guy who sold me the phone was going over the cost and he said it’s $ 50 upfront then $ 25 a month x 24 months plus $ 10 a month for insurance. I asked him, «do I HAVE to have insurance» and without a stutter he answered «yes, while you’re paying for the phone, unless you can pay for the entire cost upfront.» and so I asked, «if I pay off my phone earlier, that’s the only time I can remove insurance?» and he said «yes, definitely.» I was tired yesterday and I don’t have TMobile’s policies memorized so being a good customer who’s always been satisfied w/​TMobile, I agreed. But this morning as my head cleared I looked up the policies online and it’s definitely NOT mandatory. So I called to have it removed and the representative on the phone apologized profusely. I still love TMobile but if you ever go into this store, beware the fat bald man trying to sell you insurance!

I came here Wednesday morning to buy headphones to my iPhone, ever since I entered this store my impression was really bad ! I work directly with clients and I cannot imagine not to say hi to client when they enter my salon, let them know I know they are in and I will be with them as soon as I’m done with other clients, did not happen in this store, two sales people working at this time totally ignored me did not say hi or whatever when I tried to make eye contact one of them totally ignored me and turn back his face ! Well I’m assuming that’s new way of customer service that t mobile is providing After 10 minutes I decided I will leave when I was leaving no one said even single word … Bravo !

5 Stars just does not do this location justice! The staff is always amazing at helping people. I don’t to much care for the manager (White, chunky monkey with short black hair), because she isn’t approachable and always speaks as if she doesn’t want to assist anyone but Candice and the guy I lovingly nicknamed ‘baldy’ are as sweet as pie and always willing to go above and beyond for their customers. This is is my go to location for all my T-​Mobile needs.

If I could give 10 stars to the GREAT personel I would!
I have had some major ‘network’ issues and the manager at the store (Shannon) has been nothing short of perfection. She is crazy knowledgable and beyond patient. I have spent several hours in that store, over a period of months, and she is always willing to help and work for me through customer service. I like going to the same person, who knows the complete picture, although I feel like her stalker! I just wish my network issues would get resolved because to be honest, right now, the ONLY reason I still have T-​Mobile is this store and their customer service! IF it wasn’t for Shannon and her understanding I would have been long gone to another carrier.
*UPDATE* Shannon still rocks but I will miss her as my network issues never got resolved and I now LOVE my SPRINT service!!!

I think they are great I purchased my G1 here. Even though I have a love hate relationship with the phone, all in all I think this T-​Mobile location is awesome, The customer service is great. Even after I purchased my phone I received a follow up call from the associate I thought that was complete awesomeness.

My friends and I love this store! Golden tip: Ask for the store manager.
Eric was the manager in charge when we walked in late last month (Dec ’07). He got us unbelievable deals. He knew every detail about the plans, phones, accessories, and technologies. I mean, my friends and I are engineer nerds, and Eric just utterly impressed us. He was patient. We spent about four hours there ‘cos we, like little girls on Christmas morning, were so awestruck by those snazzy gadgets that we just had to play with everything. Eric stayed with us way past his shift.
We walked out with six killer phones (incl. Blackberry Pearl, Razr, T-​Mobile Shadow and Samsung Katalyst) — all except the Shadow are free after rebates; the Shadow costs $ 50 after rebate. Would’ve cost much, much more if we were to deal with any of the employees. Eric put us on two excellent call plans (incl. one that wasn’t on the brochure!); a month of unlimited internet data, and gave us 50% discount on all accessories including 1G memory cards. He even threw in a car charger for the Shadow as a bonus gift.
Two weeks later we went back for an exchange of phones. The sales guy was very helpful and got us what we needed fairly quickly.
Rememer to ask for the store manager!

Overall they’re not bad, and I am way happier with T-​Mobile than I was with U.S. Cellular. This store, I would say, should really be about 3 and ½ tars though.
The problem was that our original sales guy screwed some things up, but not too bad, and sometimes the popular phones are out of stock. Always nice though.