T-Mobile

Great customer service! I’ve been coming to this pinole store for many years because they are always so nice here. No matter what I come in the store for they always help they never turn me away for any reason. I came in today to get help with my memory card it wasn’t saving my pictures to the chip. The lady Alex helped me today she was so sweet and even kept my phone for a few while I ran around doing errands Just to make sure it will work properly and she even helped fix a couple other issues my phone was having without me asking. Now that’s great customer service right there. My husband and I have been helped by other works in this store and we both are always very satisfied when we leave here. Good job tmobile you guys are great!

So I’ll just do a review. I have been inside the store for 10 minutes now. The 3 female employees in the store have yet to say a single word to me, there was not a single hello, welcome, or how can I help you. There is only 4 other customers in here which apparently the 3 other men in here were more important to flirt with instead of making a sale. This place has horrible customer service. Thankfully somebody just came out from the back and asked if I’ve been helped. Well my bill is paid for now thank god one person here isn’t completely incompetent.

Even though they were substantially busy, I received A1 service from retail store associate Angelia P.
I came in on a prepaid plan with intent to add my son on and change my plan from prepaid to a family post plan. Usually I buy my phones full price and keep my service as prepaid however I did not have the full $ 800 to spend on my son’s phone.
For the past 4 months when I would pay my bill, reps would say «oh did you know you qualify for a new phone, $ 0 money down?». I would always brush them off because I wanted to maximize my dollar on the 5s I had paid full price on.
Keeping this in mind I head down to t-​mobile with intent to research this $ 0 money down on a new phone. Not only did Angelia get me a new iPhone 6s with $ 0 money down, but my son has one too! And she was able to switch my plan from a prepaid plan to a family plan, did I mention with $ 0 money down. If it wasn’t for Angelia, I probably wouldn’t have went this route and my son would still be using his metro pcs phone. Angelia went above and beyond my expectations.

I am leaving this review solely based on the service we received from one of the employees. I think his name is Matt. He was very knowledgeable and patient. My friend was trying to purchase a phone while taking care of other business and he was very patient and laid back with her. His positive attitude definitely changed how we felt about being there because the wait was long and awful! Some of the other employees were friendly and updated us on wait time/​status.

This is not a direct reflection of the actual store, which by the way had friendly staff, but the phone service itself is terrible. I will never use t-​mobile again. Constantly dropping calls. Rates fluctuate, customer service is a joke. Im switching phone services tomorrow.

Came to pay my bill in cash, with do many people in front of me just for getting phones or plans would have taken forever so I opt to put the cash in my account to pay my bill don’t go into the store unless you don’t mind a long wait to just pay your phone bill

OK, I escaped from the Hilltop Mall experience where I ran into complete incompetence in getting a mobile hotspot purchased and set up. After like 3 visits, Crystal took over and was able to get everything right.
Next I went to the Pinole location to switch from AT&T since our AT&T signal strength was all of 1 bar (t-​mobile 4 – 5 with signal booster). Find out the manager at Pinole was now Crystal; they take care of me quickly and everything in the store matches the online ads. Much easier access to store than the Hilltop location, which is buried deep in the dying mall.
Only suggestion is that they provide customers a more comfortable place to sit while waiting (for those of us with back problems).

The employees here know how to take care of their customers, at least IMO! The line might be long sometimes but that’s bound to happen.
Basing this review on my last visit. My bf and I both went here to pre-​order the iPhone 6S plus and were helped by Anthony. He explained to us all the steps and details about our order as well as the Jump plan and how it works. Overall just very helpful and friendly.
I’ve also received awesome customer service from Anum and Jordan on other visits. One of the managers, I think his name is John is also really helpful and was willing to help me after he was off the clock once. Thanks guys!

Such bad customer service here with all the other competitive phone plans out there TMobile should really be thinking about providing customers with better customer service, waited almost 30 mins in line just to put my name on a waiting list, which is good for nothing as they served the ones paying their bills 1^st and when i asked about that practice they smugly told me that yes they will take care of payments 1^st. So greed before good if 5 other people walk in to pay their bill they will keep taking their money before they will take care of existing customers that has issues and went there for help.

I have been kicking around the idea of switching over to T Mobile for quite a while. I have had AT&T forever. Like, closing in on two decades forever. Never really had any issues except that the rates continually would creep up (expected) and my coverage at work would be considered spotty at best. It is a dead zone and a data killer.
My old iPhone finally bit the dust. Literally died. So I go into T-​Mobile to be swayed to switch over. I was greeted right away by the staff and informed them of my situation and was almost instantly shown different rate plans and different phones (etc). Even with buying the phone and insurance, my bill is less than it was with AT&T. And I have more call, text & data. The manager was even trying to bring my iPhone back to life while I was going over the paperwork to sign up. Thats great service as far as I’m concerned.
I am really surprised by the poor reviews for this T-​Mobile location. My experience was the complete opposite of the one star reviewers. I guess it all depends on when you go and who you see.

Always great service, always happy people

This place is awful I have had so many issues with this location. I made a payment for $ 346.72 and nine days later I was told that it didn’t post although it had been the money was taken from my account and I have been hounded by tmobile account services for 9 days over them wanting me to make a payment although I have already made it. Another example of the terrible employees they have working there is I upgraded from my Note 3 to a note 4 via Tmobile jump plan and when I traded in my Note 3 the guy who was helping me imputed that I traded in a galaxy s3. Smh. Took over a month to get this problem resolved. Save yourself the headache and the wait and go to another store.

This review is for customer service in Tmobile Pinole and corporate customer support.
Started a new account with TMobile Pinole and was excited on my new device.
A day after establishing my new account, I decided to cancel my phone order and purchase the phone separately. 1^st call to CS they ask that I should call the retail store since that is where I purchase.
Spoke to Jordan who is the same person that assisted me and Jordon claim that he is unable to help me since this goes to corporate, but corporate couldn’t help me since they have not received all the documentation from retail store.
Decided to wait 45min in line to talk to Jordan in person and he quickly say it is now done. Low and behold, nothing was cancelled and I have to ship it out of my own dime without getting me a prepay ship label when TMobile is the one that made this error.
So far, service works ok but the TMobile Cust Ser add false info on the comment line that say I approve which is a no no to me.
Thank you for no contract, guess I’ll be moving to a different service provider.

Came in 60 mins before closing trying to get an activation 2 customer reps helping previous customers ahead of me while relentlessly continuing to up sell and allowing the customer line to grow and grow. It appeared that the Mgr was still here but kept walking in and out of back room and when finally approached by someone who walked in after me. He stated «bill payment only, I’m sooo out of here!» seriously?! I took the time to put my name on a wait list and continue to wait. This sucks ass

I recently switched cell-​phone providers from AT&T. After seeing some commercials on TV and asking a variety of friends about their cell-​phone services, I decided to make the jump to T-​Mobile.
The customer service here is great! They gave me a thorough explanation of the charges that will be on my upcoming monthly bills and they helped me keep my old AT&T phone number. I was shown various phones with their different colors but ultimately decided to go with the familiar and stick to the iPhone 5S (I previously had a 4S). They also showed me a variety of protective cases and went with the Otter Box (I highly recommend it!). All in all, the whole process took about 20 – 30 minutes.
This location can get a little busy inside and the parking lot is always a mess. Despite these complaints, I really like this location and the people inside are friendly!

We have been switching out AT&T and Verizon plans for a Tmobile family one.
Danny and his team have been very helpful. We were kinda undecided and we and back after changing our minds and buying another phone. They all have been professional, friendly and provided us a great service.
So glad to have this reseller close to our home.

Unless you like being in line for long amounts time, DO NOT COME HERE! Sure the customer service people are nice but they don’t work efficiently. They have no regard for other people waiting in line for OVER 45 MINUTES they will just chat chat chat away with the customer they’re with and do not care if many others are waiting. AVOID! You’ve been warned.

It is such a JOY to have the Pinole branch take care of your needs they are always there to help and try hard to keep there clients. I have had all major carriers and would never go back to any of them just because of my experience with them.
Thanks
Jason

This place is deserving of ZERO stars. Their customer service is horrible, as well as their actual mobile cellular service. I was a long time happy Cingular customer until they were taken over by AT&T. After suffering through the merge, price hikes and non-​existent customer service… I went to T-​mobile. I was happy for the first year (anything was better than AT&T) but then we moved to the waterfront and my cell coverage was terrible. No signal, dropped calls and late receipt of text messages. I complained for several months to no avail. They kept promising that tech service was on it… all lies. Dont even think about signing up here! I am glad I finally «dropped» them!

This place is nearby my work. So I go in on my lunch break to ask a couple easy questions. After a long wait, the new guy gets on the online help on the computer and doesn’t even know what to say…. Meanwhile, five other people are trying to add or change their phone plans and each of them takes over 15 minutes apiece!
Ridiculous amount of wait time for a simple question! I’ve been a tMobile customer for many years and never disappointed with service until now. I was surprised by the slow and incomplete service at this store.
Another time, the serviceperson called Customer Service and asked THEM all the questions I would have asked myself? Really??? My Advice: Save time and CALL Customer Service, directly!