T-Mobile

My girlfriend and I sent in to upgrade hey phone via the Jump program. We were «helped» by store associate Maria/​Mary. She informed is that we were eligible for an upgrade on her phone. She than told us that nothing was owed on the phone she was trading in, and that she could keep it or sell it back to them. We decided to sell it back to them, and since nothing was supposedly owed on the phone, the credit was applied to the phone bill. But apparently the Jump upgrade was not done, and it was logged in as a trade in, without our knowledge or consent, and we have been billed every month for the both the old phone and the new phone. We are stuck paying for a phone we no longer have. We went in and spoke with the manager Cynthia several times. She assured us that she would take care of getting the charge removed, but never did it and did not even call us back when she said she would. I would recommend you go to other stores because these people don’t know what they are doing and you they will screw you over to make their quota, and you’ll be stuck paying for their mistakes. We keep getting the runaround from customer service saying that they can’t do anything and the issue must be resolved in store and vice versa. BEWARE, DO NOT GO TO THIS STORE OR TRUST WHAT THEY TELL YOU. 0 stars, wish I could give negative stars!

Walk in to a busy store and no employee acknowledges you. Stood in thy middle of the store for 15 minutes without any help. Writing this on my Verizon phone. Enough said.

I like the people in the T-​Mobile store in Pasadena. They are knowledgable and helpfull. Can be crowded though.

I am really happy to have gone back to this store today to buy another phone, Christopher helped me out in getting me a new Samsung note 5 and gave great advice and how to be more updated with technology, very good place, super professional, helpful and friendly :) they really know their stuff

My wife and I went here this past Friday evening at around 6pm with an unlocked AT&T samsung galaxy S5 phone. We had just got the phone and put in the SIM card, but the internet wasn’t really working. A female sales rep helped us out and told us that their was a difference in hardware between a samsung galaxy s5 bought through AT&T and Tmobile, and that is why the phone wasn’t really working; she didn’t even look at the phone. She said a phone bought through them was made for T mobile’s 4G LTE network (not sure i this is true). We went home and were disappointed until we did some more research. T mobile has pages on bringing-​your-​own-​phone to check if your phone is compatible and steps for internet access (APN — Access Point Network). The rep at the store never mentioned checking APN for network settings. We have not had a problem since looking into the APN settings.
I am guessing that the rep was 1) not very knowledgeable in dealing with unlocked phones and T-mobile’s website 2) not very knowledgeable in phone’s connectivity to the internet. 3) was trying to make a sale by selling us a phone at the store for $ 100 more than what we paid.
Below is a link for T-mobile’s Bring Your Own Device (BYOD)
FYI Samsung Galaxy S5 SM-​G900A is the AT&T version which we have and is fully supported for T-​mobile network. the only difference is no WIFI Calling. Sales rep should have known that it is fully supported for T-​mobile network.

Showed up here with an issue 10 mins before closing. I expected the same attitude anyone else would give «ugh don’t they get we’re closing in ten minutes?» Instead i was met with a warm welcome and outstanding service. Thank you for that. I wont be going anywhere else.
Jasmine and jeff, by far the best examples of what a customer service sales rep should be.

Great job on customer service and providing me with great help. Every time I came here receive great service & leave please. Never go wrong. I guess being a cooperate store is a great thing because the T-​mobile on N lake on Washington and lake not cooperate is wack & no customer service. People there do not know what they are doing not even management. Do not wasted your time just come to this t-​mobile happy employees with great help

I was a little frustrated in the beginning with the long waits in the evening but an employee by the name of Eric was able to help me and he actually stayed longer than he needed to to make sure everything was taken care of with my phone and plan. He explained everything in detail and wrote things out for me. He was also able to follow up in the morning to make sure my phones and plan transactions were completed. Thank you Eric and T-​Mobile!

So I switched carriers because I have a month long trip in Asia coming up. I asked specifically about being able to use my phone in Thailand, Laos, Cambodia, Vietnam and South Korea.
The rep said that other than having to pay 20cents a min for calls I would be free and clear on texting and data
Guess what… This is only true in Thailand, Cambodia and Korea. The bulk of my trip comes with 5 $ per min calls, 50cent per text and 15 $ per MB of data. I’ll have to manually shut off everything.
Also you get charged for incoming calls even if they go to voicemail. The only way to avoid the charge is to suspend your voicemail service. So any calls or messages you get are just gone. You can’t even leave a message stating that your VM is temporarily off due to travel/​call back after a certain date.
Thanks T-​Mobile for answering my specific questions with lies. I will effectively be traveling alone without a phone while abroad.

I have to rave about the customer service we received here by Jeff, thank you Jeff!
He was very attentive, polite, informative, patient and kind. He was surrounded by three women bickering while he worked and a 7 year old counting and squirming but he remained unaffected.
He has to be one of the best experiences we’ve had at a t mobile.

I’ve been here before and have never had a problem. But I’ve been here not once but twice recently and both times they have been very unhelpful. I’ve had the misfortune of having Christopher not help me. The first time I went, I just went to get the new galaxy s6, instead he told me I would get a «discount» if I got the bundle and instead I find out it’s not a «discount», I ended up paying everything ala carte. Then a transaction that should have taken 20 mins ended up taking 2 hours, in the end having all my stuff installed my screen protector has bubbles, The case they gave me wasn’t for the edge. Christopher proceeded to tell me that the bubbles should dissappear within 24 hrs if not I could go back and have it adjusted. The second time I went in to get the bubbles removed. We started with Javier walking back and forth doing absolutely nothing and we had to wait 20 mins as we watched. Christopher came up to us after he was done with his customer, then had to go and ask his manager (javier) if it could be fixed, I thought I could come back if the bubbles hadn’t disappeared within 24 hrs. Well Christopher came back with he couldn’t see the bubbles and was basically laughing in my face, saying he would fix my bubbles but that javier didn’t give authorization to. In the end they said they didn’t have screen protectors so I have to go back Monday to get it fixed. Well guess what I’m not going back Monday I will go to another tmoblie that appreciates their customers!

Went in last weekend to switch service from AT&T. Yesenia greeted us right away and made the transition painless. We traded in our old phones, and while waiting for our new phones to be activated, we found out that Yesenia used to live only about 4 blocks away from us in Chicago. How random is that?
We walked out with our new phones and couldn’t be happier with our new service!

I always hate going into t mobile. They aren’t customer friendly and never know what they are doing. But this time I had a wonderful experience. If you go in ask for yesenia. She is great! !

Walk in greeted with we will be right with u… 6 sales staff and 2 customers and they are just standing around talking to each other instead of asking me what i need or questions they can answer. 5 mins go by and walk out as they are not interested in helping me. Fine i can go get service at a diff site.

Exceptional customer service today.
I told the associate I dropped my phone and couldn’t text people back.
In less than 2 minutes, he just fixed my phone and I was able to text my business partner.
T-​Mobile has the best service, the nicest associates, the most reasonable prices, and I am going to be loyal to them for a very long time.
No more AT&T for me. No more Verizon. They were so 2014.

Called before to make sure they had iphone 6… 64gb. They said yes, I went, I waited extremely long, other customers arrived, a rep started to take peoples names, took my name after other customers that arrived later than me. by the time it was my turn they sold the iphone to a customer that arrived after me. Waste of Time.

So came to tmobile to add 2 lines 6pm.
Ernest told me that i could get some money if i traded in. He told me to go get the phones and when we come back would take care of us right away. So we went and got the phones came back. Ernest was helping out another customer. So we waited. And waiting we did, 1hour!!! The first things he says is she had an appointment at 7pm we came at 6:45 so while I understand he needs to help other people his attitude was totally wrong. We are still waiting for everything to be done. Came 6pm current time 8:20pm.

I contacted the managers regarding our recent experience with the t-​mobile store in Pasadena and specifically their retail associate — Suzy. Basically, the experience was exceptional and my wife and I could not have been happier with the service we received.
We came on the afternoon of the iPhone 6 launch day specifically looking for a Samsung Galaxy s5 for myself and an iPhone 5s (at the newly discounted price) for my wife. We were promptly greeted after entering the store and then put on a waiting list for the next associate – after which we were helped by Suzy within a few minutes. She made us feel very welcomed and educated with her relational skills, high positive energy, and confident product knowledge. As a B2B salesman, I was extremely impressed at her approach. I’m pretty cheap and I did not expect that I would be so happy to add on all the best accessories for our phone purchases. I didn’t feel swindled but impressed and grateful for having been educated on the Galaxy s5 s-​window case and self-​healing screen protectors and everything. I loved how she related to our family since we had our daughter with us, I loved having everything setup and transferred to our new phones, I loved every feature that was described to me and I had to make sure she was recognized for her outstanding service.
We thanked God all the way home for her and the whole experience.
Thank you Suzy and the guy who greeted us!

Before trying this store, I’ve been to the T-​Mobile store in Los Feliz and Glendale. I was extremely irritated with the lack of customer service in those locations and was expecting a similar quality of service from the Lake Avenue location. I was very happy and relieved to discover otherwise.
This place has very helpful staff who try to do their best in helping customers navigate T-Mobile’s somewhat frustrating system, and to provide/​propose solutions for the failures and shortcomings of both the gadgets and the users.
Folks, let’s be honest — if you dropped your phone and broke it, or ran it through the wash it’s not the staff’s fault. If you installed something you should not have installed, it’s on you, not them. If you didn’t pay your bill and had your line discontinued — again, your fault. They are trying to be helpful so let them do what they do best.
Admittedly, I’ve went in there during my lunchbreak, expecting them to fix my problem and have me out in 20 minutes. Once I’ve been helped, I was much calmer and can honestly say that my expectations that 1. I am the only person who takes lunch at noon, and 2. that I am the only T-​mobile customer in Pasadena, were extremely stupid and selfish. Yet, Yesenia and Victor graciously attended to me and resolved my issues with T-​mobile. I walked out of there as a satisfied customer.

I went to this T-​Mobile this past Sunday to sign up for a plan with my girlfriend after leaving AT&T, and we both came away with a fantastic customer service experience and great savings and value on our mobile service thanks to Ernest!
Ernest didn’t keep us waiting too long, was very friendly, attentive, and treated us as if it were a great pleasure for him to help us out.
I have to say, it was a great pleasure to be served by Ernest, and I absolutely plan to give this store, and especially Ernest, my business in the future!