T-Mobile

I hardly ever write reviews, but after 20 years with AT&T, I have to say T-​Mobile customer service and the staff at this location are 10x better than I’ve gotten from AT&T. The coverage isn’t quite as good, but the price and customer service more than make up for it.
Wish I switched years ago and glad that I switched to Pink and specifically with the team here. You guys rock!

Review of this location only. I am a loyal T-​Mobile customer for over 10 years, however, whenever I come into this particular store, it’s a trying experience. The way the store and line is managed is very inefficient, during our most recent visit, Luis (the store manager) was roaming around and chit chatting with the other associates, ignoring customers patiently waiting to be services. Some got frustrated and left. 30 minutes later, the associate did help us and was extremely helpful. Try another location, they are much better managed.

Thania Guerra, retail store associate deserves a RAISE! I have NEVER received the level of service she provided, ever, from any other tech service of any kind period. She puts the people at Verizon store to absolute shame. She was knowledgable, went out of her way to make sure I was comfortable with every step, let me know what she was doing, enjoyed and responded to my crazy sense of humor with fun and professionalism, and clearly enjoyed what she was doing. She was fast, knew her products, showed me very useful things I can do with the Samsung Note 4 I bought, knowing I am a business owner. I just cannot say enough about this young woman. I can say this… I am going to hire her away from you and double what you are paying her… and help her grow to the amazing potential I know she has… as soon as I can. So look out! If I think this way you can bet others do too. YOU ROCK THANIA!

Brandon helped me out right away. Verizon has been cheating me for years. Should’ve switched sooner. Brandon broke it down and got my phone and plan switched quick. Accessories are kind of meh, but that’s nothing amazon or ebay can’t fix. Phones can be outrageously priced. If you lease it and they’re not charging for you interest, it’s not a bad deal if you upgrade your phone pretty often anyway.

My fiancé and I came in a few weeks ago looking to consolidate our two phone plans (from different companies) into a T-​Mobile family plan and Thania was just fantastic. She went truly above and beyond to help us navigate the system with the least amount of expense and hassle. It was really a fantastic experience and we couldn’t be any more grateful.

The hubs and I went in to transfer our phones from AT&T and had a mediocre experience — the guy helping us wouldn’t talk to us until he finished his fantasy football conversation and became *very* condescending when we declined the Jump program (which is included in the corp discount I get… why would I pay for it twice?!). Then, to make matters worse, he messed up my phone order by shipping the wrong phone to the wrong address. This kicked off a comedy of errors involving me being shipped multiple phones, needing to return two of them, etc.
So why 4 stars? Because the store manager, Ed, is FANTASTIC. As soon as I flagged the issues, he was all over it. He worked overtime cleaning up the mess, was communicative, detail-​oriented, and overall a real mensch. During the course of fixing things, I had to go into the store several times and was also helped by an exceptional gal — didn’t catch her name, but has long dark hair — as well as I guy I think is named James. All of them raised the bar in terms of customer service and have turned a crap situation into an opportunity to make us true fans. Well, still not a fan of that first guy, but Ed and the rest of his team can’t be beat. Wireless service is one of those necessary evils and when something goes wrong it’s painful — but trust me if it does, you want Ed and his team on your side.

Two stars because I have crap service on my cell in my home. Seriously Bad. I have to exit the apartment to speak on it. Have been in several times, no fix. Ready to move onto another Provider. I mean really? No service at home gets a shoulder shrug from the folks at the store? I have been with this company for years and years. Leaving!

Sean helped my wife and I pick out phones that were right for us. He wasn’t pushy and when asked about comparing 2 similar styles he actually recommended the «lesser/​cheaper» model because he has seen some issues personally with the other phone’s hardware. I appreciated his candidness and he even pointed out some nice places to rent in the surrounding neighborhoods (we are apartment hunting) We came back with a question a few days later and he was knowledgeable and helpful yet again. Seems like this store and the staff have it together pretty well.

I’m so glad I switched to T-​Mobile. So all network stuff aside, I want to talk about my experience at the store.
The first time I came in, it was busy but a couple of the employees told me they’d be right with me. I did wait around 5+ mins, but when I was attended to the service was quick and thorough. (It helps if you have some idea of what you want before getting there. I did my research and knew what plan I wanted and T-Mobile’s over all schtick). I believe it was Tait that helped me out. He was really responsive and answered what basic questions I had quickly. He set me up in a very short amount of time (the longest time was transferring my contacts to my new phone)
I had to come in a few days later because I HATED the phone I decided to get and went back to the iPhone. I came in pretty close to opening. Some shell-​shocked veteran was there before me and asking and rambling on about really incessant phone and sometimes war related things. Tait took it well, and kept doing what he had to do for this guy. He ended up being the only guy working there that day. Finally he got to me, apologized, but set me up VERY quickly with my new phone, and it was super easy.
So my experience at this place was phenomenal. I am also completely happy with the plan I have set up and the coverage is fine for me too. If you are considering switching plans, then I would go with T-​Mobile. Cheaper, and I got great customer service at this location.

The customer service at this T mobile location is superb! Under the direction of Steve, the manager, the entire team is friendly and efficient. In the past week, I have been in three times, twice with my daughter. Her husband is on active duty and we needed to get him a phone, as well as update both of ours. Sean helped me once and he was patient and had great product knowledge. He gave me his card and told me to contact him if I had any further questions. The second time James helped us. This time there were lines to transfer, and he had to wait for calls, and dealt with corporate, and he did it all with a respectful and cheerful attitude. It was clear he wanted to do his very best to help us as customers. Today we dealt with Steve, who was caring, personable, and helpful in instructing me about my phone’s features. He aims to provide superior customer service, and it shows. It is a pleasure to recommend this location and its outstanding sales team.

I came in for help with a somewhat complicated transfer from Verizon onto my out-​of-​state relative’s Tmo plan with a new Nexus 5. Because my old line had already been cancelled, and trying to activate my phone online resulted in a new sim being sent to me (with an ETA of several more days), I was resigned to having to sign up for prepaid until everything was sorted or losing my old phone number.
But the staff (Melani) was very helpful. She made all the calls needed so that I left the shop with my phone activated, attached the the right account, and with the phone number change in process. She also was friendly and understanding, and made it a priority that I was able to have a working phone ASAP. Next morning, my line was ported over, and everything had been resolved in the best way possible.

My negative review isn’t about Tmobile corporate but about the young girl who was not helpful at all. She was a bit rude actually. I won’t be going back info this store for information or help.

I have to say, I’ve been to a lot of T Mobile stores where the customer service was horrible but I was very pleased with the Ballard location. I walked in and knew exactly what I wanted and the rep Tait was glad to help. He was very friendly and I am impressed with his customer service. He made sure to answer all of my questions about the product and the new plan. He even had the phone that I wanted so he let me hold his phone and test it out a little bit to give me a better feel of how my new phone would feel. I will be sure to go back there if I ever need help with my phone and I will definitely refer other people to go to that store if they need help as well. Thank you Tait for the good experience and I will be seeing you again.

I think the negative reviews were really about TMobile corporate policy rather than the customer service provided at this particular location.
I have dealt with Hung on numerous occasions and he is nothing short of stellar. The other folks there have been helpful, too, but this guy sets a new bar. He’s the man to see if you have any issues.

When searching for the right tmobile store to review I KNEW it was this one because of the one star. The only way I could have had a worse experience was if I had literally been physically assaulted.
As a backstory I have been with tmobile since I was 19(that’s 8 years!!) and aside from petty greviences and irritations… like no service at my house… I haven’t had huge complaints.
Well, that all changed when I went into this store to purchase a new phone. Not just any phone. A $ 400 phone. After 2 broken 2G iphones and numerous broken backup nokias it was time. I walked in and explained my situation, the sales guy mentioned one of the more expensive phones and I went along with that.
When he pulled up my account it was past due, so I paid it on the spot. I usually pay my bill online when I get a text message that it is due but no phone=no bill text. I even signed up for automatic withdrawal. SO why are they still not letting me buy a phone? This all after I picked out not only the phone but a skin, a case, and a car charger. That’s a lot merch folks.
So in the end he told me I had to come back the next day so the system could clear my account. What the hell? I was very polite and asked him if he could possibly hold my gaggle of phone equipment behind the counter until I was ALLOWED to buy the phone and he very enthusiastically agreed. Next day, come back, and the other salesman says «oh he’s not allowed to hold items for customers». This from the same guy who was standing right next to us when I asked! Why lie? Why? After all that?
And in the end I had to extend my contract by 5 months (the date I last revised my plan even though they didn’t mention I would be restarted my 2 year contract) just to buy the phone — a phone they would not let me pay for out of pocket. My new goal in life is to leave tmobile and all its awful lying sales people.

Painfully slow service… seriously, nearly an hour for a simple upgrade. vomit

Let this be a warning to all who want to switch to another carrier after ending a 2-​year contract with T-​Mobile: If you want to use the same cell number with the new carrier, T-​Mobile will charge you for a full month of service regardless of when you terminate.
I learned this the hard way. I specifically went to the T-​Mobile store on 85^th + 15^th Ave NW at the end of Jan. 2012 to find out the costs of termination with the aim of avoiding any hidden fees. I told the sales associate of my intent to take my number with me to the new carrier and that I wanted to avoid any hidden fees. Despite that I was told by the associate — and his manager (?) (someone who knew more than he did; the associate seemed unsure and I wanted verification) — that I would only be charged a pro-​rated amount based on actual days used. WRONG! Last week I got my final bill and was charged the full amount. When I called the customer service number I was told that I had to pay the full month fee per the terms and conditions.
Since my situation is a common one, my conclusion is that T-​Mobile retail sales staff are trained to lie. Now I know why the company does so poorly in the annual customer surveys.

I’m Unilocaling here out of desperation. Six phone calls to Customer Service, two visits to stores, and hundreds of dropped calls later, I cannot even use my phone long enough to complete their over-​the-​phone contract upgrade system to get a new phone. I’ve been a T-​mo customer for over 8 years and I think I’m done. :o (Sorry, T-​mo, I wanna you but you clearly don’t want me!

My Samsung phone is obsolete and I guess no longer supported. Even though T Mobile didn’t have the right charger in their Ballard store, the very helpful salesperson directed me to a place that did sell it.
T Mobile, your excellent customer service is the reason I’ve been a customer for 5 years — thank you!

They get an extra star because one of the guys let us play with his personal NexusOne phone since they weren’t carrying demo units in stores.