T-Mobile

T-​mobile has the worst customer assistance and billing. First, there is no email support, so you cannot fire off a note and let them know of your intentions. Second, T-mobile’s voice recognition is spastic. It didn’t recognize any voice commands or a simple press of the «1» or «0» key and it hung up on me. Third, T-​mobile would not let me access my account to pay my bill. It said, send verification code, it never came. Five, ten, twenty re-​sends that never came.
I therefore came to the logical conclusion that T-​mobile does not want my business, so I switched to sprint, where at least I can get stuff done on my account. I mean, seriously, I wasted four hours simply trying to pay my bill and their store in the mall didn’t even have a self-​service kiosk to view or manage my bill, so I know I made the right decision to switch to Sprint, which cut my bill to $ 25 a month and doubled my data.
T-​Mobile, you are the worst. What kind of company shuts out their customers like that? It’s 2016, and I can’t even send you an email? What’s that? You want me to contact you by writing an actual letter, printing it out and sending to your P. O. Box? Is it 1950 or what? LOL
No more T-​mobile. Ever.

I had heard that T mobile had a North America program. I was heading to Canada for four months and wanted a plan where I could make and receive calls while I was there. I was very specific with the service rep. that I wanted plan that would do that. I brought in my phone and paid the $ 55 for the first month. A couple days later, I stopped by the Aurora store to ask some general questions about my new phone and they explained the plan I had signed up for was only good for making calls to Canada. There was nothing to do in getting my money back. I had to sign up for a different plan and throw the $ 55 out the window.
I could not have been clearer about my needs and the fact that I have to eat their mistake is annoying!

Was promised a $ 40 credit towards my former cell provider bill so I would switch now. That credit never made it to my bill. Went back to this store and asked what happened, was promised it’d be there– next bill. Did not show up on next bill. Had to call customer service.
These folks will say anything to get a sale, but don’t follow through. You’re better off avoiding this store completely. Jerks.

Very deceptive practices. Stopped bye to check rates and see if I could get my old iPhone hooked up on a temporary basis. Spoke with Sarah who seemed to be very helpful. She told me the rate and said she could activate a sim card for me right on the spot. I was a bit reluctant to move forward with the purchase because I didn’t have the old phone with me and wasn’t exactly sure if it would work on their network. She was very persuasive and assured me that if it didn’t work, I could simply return the card for a refund. So I gave her $ 40 and went home to discover that my old iphone was actually an AT&T phone which of course won’t work on the T-​Mobile network. So the next day, I took the card back for a refund and was flat out denied. I was told there are no refunds on pre-​paid deals and that I must have misunderstood the sales rep. I spoke with three different people at the store including Sarah, the store Manager and one other Yeahhoo. After all of that haggling, I was once again denied a refund. They suggested that I should try to sell the card to somebody else. Really??? That type of type of mentality creates a ton of ill will. So for a measly $ 40, they are willing to loose a customer for life and have their reputation trashed on line. Hmmmmm? I certainly won’t go back there again and won’t use T-​Mobile service again, nor will I ever recommend that place to anyone else. In short, thanks for nothing!

I got a Nokia 635 and with in a week it started to glitch out, freeze, drop calls and it stopped receiving text messages and when I called T-​Mobile to see what they could do the person kept interrupting me and saying that I would just have to bring in the phone and then he hanged up the phone on me.

We walked in to a near-​empty store on a Monday afternoon, and the first guy to approach us stood too close and fired off questions. Maybe he’s the manager, as he handed us off to a guy named Dillon, who was superb. I mean SUPERB, as in friendly, informative, clear, and superchill. He answered all our questions, did not upsell or condescend, and was effective at problem-​solving. After he had fixed us up with new service and a new phone, he gave us his card, and encouraged us to call if we needed to. We did, when we ran into problems with Verizon the next day, and it was like white glove service to be able to get a REAL HUMAN who knew our challenges and could finesse the solution. Five stars.

I went to verizon and to tmobile to sync my contacts onto a new phone. The verizon staff members were not helpful in any way. The tmobile team, however, went above and beyond to be helpful. They kindly and quickly did everything I needed and went above and beyond by giving me free covers. It was exceptional customer service,

I came here to get my SIM card punched for my Nexus 5. Not only did the person assisting me punched my card, he also took the time to set up my phone and looked up my account to see if everything looked right. It turns out that for some reason I was being charged $ 12.00 for the last 6 months for T-​mobile TV (which I have never used). Luckily, he was cool about fixing the charges. Talk about great service. I’ll come back here when I have issues with my phone or account.

We went to the T-​mobile store at Northgate Mall. There was one guy helping us and help others customers after us. There were 2 others employees in store, they were just hanging out and checking on their cell phone. They were not even acknowledge to any customers. I asked them question and they just said nothing he can do. He (the black guy there on Saturday) was very rude like we interrupting him from using the cell phone…

I felt like I was at a used car lot when I asked for a price. They gave me the run around and asked for my driver’s license before they would tell me how much the phone cost. In all my ten years at tmobile I have never had to give my id for a price. Plus they did not know any of the features of the blackberry options. I find this rather annoying…

I had an excellent experience at this kiosk. I had a confusing situation and needed some help solving my problem. I worked with an employee by the name of Evan Guenther who awesome. He was friendly and easy to speak to, he listened to my situation and helped me come with a solution and really just showed excellent customer service. I will definitely be returning to this kiosk when I need help again!

I have now visited this kiosk twice for help with my tmobile phone. Every time they start helping me they decide to start helping two or three other people at the same time. The first time I went in with a blackberry that I loved which I thought could be fixed, according to them it was useless and I might as well buy another phone, which I did even though the service I got from them was horrific. The second time I went in the service was still horrible and I was barely noticed. I decided to go to the lake city tmobile where they were for some reason able to fix my old phone which thank god I held on too. the workers at this joist are not friendly and nothing should be purchased from them.

Where to begin. Ok, we went in to get new phones cause the ones we had were literally falling apart and becoming inoperable. The place was pretty dead, with a few children running around opening/​closing every single phone and one bashed the crap outta one of them too (display models must not last long).
We literally walked around the entire shop twice and the employees were both texting the entire time. I stood in the corner and just watched, waiting to see if one of them might even look up. 15 minutes. I know your job sucks (hey, at least you got one with this economy). Been there with the crap job before, but the 2 guys there take some sort of initiative and pride in work you do. The guy that «helped» us was a complete joke. Didn’t know if the model we wanted was in, thought it was discontinued in fact. Went back to the counter… texting…useless employee standing next to him… texting… while other children destroy the store.
30 minute (tops) trip turned into over an hour. Nearly just said forget it and went somewhere else cause I haven’t been happy with t-​mobile in quite some time.

I purchased a Blackberry Bold a few months ago and was very disappointed when my battery (just 4 months old), stopped holding a charge. I also recently dropped the insurance on my phone – not that the battery would’ve been covered anyway. I went to the Northgate store yesterday and told one of the sales associates what was going on. He looked up my records and told me that batteries are only covered for 3 months, but told me he’d see what he could do. He disappeared in the back and emerged with a battery in hand. He told me that they have a lot of batteries floating around for different reasons and to try this one. We basically swapped batteries and when I got home, I charged the phone and it has been working just fine. Thank you T-​Mobile! I know this is a really competitive market and when I get good customer service in person, it makes me want to stay with you.

I stopped at this kiosk to look for a new phone for my dad on our family plan and was helped by a young man (I wish I got his name!) who did not try and upsell me to a fancier phone. I told him I needed a simple phone for my dad to learn how to text with. He helped me identify the perfect phone, with «chunky buttons» which was actually a discontinued model. He did research to help me figure out how to get the phone.
Also, he said he wanted to find me more discounts and asked if I had AAA, to which I replied «Why, yes!» He applied a AAA discount to my account which takes 13% off each bill! Awesome. And he did this knowing he wasn’t going to make the phone sale anyways. And now I have another business to add to my AAA Unilocal list!

OK so I have to drop a star… once again my phone is NOT working. I know this isn’t the fault of the employees at T-​Mobile but this is getting frustrating. A month after my phone began working again and I took back the defective replacement I was sent my phone is once again shutting off and not working properly. So back to the store I go. Of course there’s nothing they can do other than tell me to get the warranty exchange that I will have to pay for and wait 7 – 10 business days for. I try to explain that this is my primary use phone and I need it on a daily basis but to no avail. There is nothing they can do. Once again, I realize this is simply the way the crappy company is run and NOT the fault of the actual employees but this is crazy. They send you crappy replacements for the crappy phones that break after 2 – 3 months and there’s nothing beyond that they will do. The counter workers just tell you to call customer care so I guess I will, maybe I will be able to once again raise my review but I’m not holding much hope out for that.

Tmobile
I also don’t like it at Northgate Mall or westlake how they ask people what kind of phone they have.
They need not try get people to buy things.
They do not take no for answer.

Jay who works here is a great example of a customer service representative that actually does his job in a wonderful, polite, and prompt way. He stepped in after TMobile customer service (by phone) were being completely ridiculous and rude to my boyfriend who had just gotten his phone and over 500 $ worth of stuff stolen. To all TMobile users out there: if you call in, avoid that bitch Patricia G. because she won’t help you at all.
Anyway, Jay handled things in a way that makes me want to stay at TMobile. That is a lot seeing I’m picky and extremely demanding.
Good work!

STOP HARASSING ME.
To Northgate Mall T-​Mobile employees:
Hey, I understand; I know what it’s like to work a crappy job with much of your funds coming from commissions. But here’s a tip: if someone has a phone out, that doesn’t necessarily mean they want to be wrangled in by you to talk about all sorts of upgrades.
Case in point, the first time you snagged me away from my quick-​paced walk towards EB Games (within viewing distance of you). I had my phone in hand, and one of your workers quickly asked what phone I had. When I made the mistake of pausing, he proceeded to TAKE IT FROM ME, then looked up things on his computer. I am a T-​Mobile customer, and mentioned that. Your worker then looked up my account, and started making me offers on different packages (which really saved me nothing), all the while I’m standing like a deer in headlights not knowing WTF is going on.
I then proceeded to tell your worker that I, in fact, have a phone I get to use for FREE from work, and don’t need any of your plans. He tries to suck me in more, then I mentioned that I work for the team that puts the damn software on the phone he’s pointing out. *Silence*, proceeded by more attempts to sell me things I don’t need, from «how about friends and family? Want to put them on a plan?», to flat out (not exagerrating) «i don’t make money, i need to afford my bills, please buy something». I’m sorry, my mortgage payment is insane, I am not rolling around in money.
Every other time I’ve tried going on my merry way to EB Games, someone from your damn kiosk tries to get me over there in whatever way possible. Finally, this last time, i yelled «NO! I’VE DONE THIS TOO MANY TIMES!» to which your employees finally backed off. Alas, I’ll probably have to do this again the next time I visit.
Leave. Me. Alone. –_–