T-Mobile

Reviews 5

KW

Kw Cuffie

I’m writing to you regarding my most recent experience I had in two stores and with customer service. Each time I called I’m remaindered of how long I have been a customer in good standing at this point I don’t feel as if my business even matters to your company or the people I came in contact with the past three days. I’m not sure if you every had the experience of being without a phone for 2-3 days and for someone to tell you WE AREN’T GOING TO GIVE YOU A NEW PHONE BECAUSE NOTHING IS WRONG WITH THE ONE YOU HAVE. It was pretty much a slap in the face and very rude customer service. I would like to explain what has taken place the past two days dealing with two stores, two customer service reps and two tech people all because the phone is locked because of a security system set up by google/Samsung. On February 16, 2016 I was unable to unlock my phone my fingerprint was not working nor was my password. I went into the store for that reason also I was not able to put the sim card back into the phone. The young man Eric (8800 Staples Mill Rd, Richmond, VA) was a great help I thought until I left the store and my phone had a black screen for 45 minutes after leaving the store. Eric attempt to do a master reset on the phone (which I was later told it wasn’t needed) and told me the phone would restart and I can log into the phone. After spending 45 minutes to an hour in the store, I went home to still not being able to use the phone. I attempt to do a reset myself and it wouldn’t allow me to log into the phone. I reset my passwords for my Goggle accounts and still was not able to use the phone. At this point it’s after 8:00pm EST 4 hours later and I’m still not able to use the phone. This is when I called into customer service: The first customer service rep I spoke with was not very knowledgeable and placed me on hold several times and then transferred the call. I then spoke with tech support. After speaking with him I believe that I would get things taken care of and he assure me he would send me an email so I could contact him if I had any problems and he noted my account so when I went into the store it would be a very short and sweet visit and would be able to get things taken care of. The tech advised me that this is a pretty new issue they have been dealing with and right now the status of the phone there are no work around. The tech advised me to take the phone into a store allow them to check the phone for damage and there will be a note in the account that once the phone is checked and if there is no damage I would be able to order a new phone. I spent at least 45 minutes on the phone and he was a great help, my problem is I never received

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FA

Fabian Vargas

These people have no idea what theyre doing and they know nothing about how to treat a customer. Ive been with T-Mobile for over 3 years, we have 6 family members on our account so we pay almost 500 dollars a month on phone fees and jump fees and extra data fees. So I go in to Jump my phone, something Ive never had a problem with and they wont let me do it. I talk to a bunch of useless people, none of them help me, none of them listen to me, they just want to treat me like a child. Fine, I went to Staples Mill because I cant stand any of the worthless people at this location and cancelled my Jump and my Extra data because why are we giving these people money to be treated like crap. I will not buy more phones from T-Mobile and I will pay 50 dollars less a month for jump, phone and data. Is that what you wanted? Well you got it. This is not the first time these people suck at customer service. When the Note 7 was about to come out (before we knew it exploded) I read that you could get it zero down on Jump on Demand (JOD), so I come here, wait 40 minutes for someone to talk to me and the guy says I cant get JOD, JOD is an old program, you have to be grandfathered in, impossible. I say fine, Ill skip the Note 7 and its good that I did but now the LG V20 is going to come out so Im reading the thread on Tmonews, and all these people are getting it on JOD, zero down, getting JOD just now, changing from Jump to JOD. But the useless guy at this location said it was impossible. About a year ago I call and say he do you guys have the router for improved Wi-Fi calling, they say yes we do, I say ok, Im on my way to pick it up, they say sure. I get there, its closed, but I just called... theres people inside including customers. So I knock and knock theyre ignoring me, I knock some more, finally this lady opens I tell her I just called and said I was coming for the router, she says well were closed, I say but I just called and they told me I could get it, they didnt tell me hey were about to close, can you make it? how far away are you? She says well thats too bad were closed and I say I just need the router and then she throws the door on my face while screaming go to Staples Mill... I did go to staples Mill and got my router in like 3 min. Finally theres a very nice Latina girl here called Karen, she is the only person worth a damn here, the rest of them are sad pathetic excuses of what a customer service representative should be.

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TA

Tara Hawks

Easy in and easy out! The staff are friendly! I went in with questions about switching to T-Mobile from AT&T. Warren answered all of my questions and even helped me get my line ported all while activating my phone! Depending upon which phone you have, theres lot of accessories offered which is great! The new Jump On Demand program allows you to upgrade 3 times a year!! Thats a great option of you get bored with your phone often or a new phone comes out that youd prefer. Prices are really great! The 4G LTE coverage has increased. There used to not be any service in some of the neighborhoods and now there is coverage. Thanks for adding more towers. Depending upon where you work, they offer a discount on top of their current low prices. Binge On program allows you to stream music and videos without counting against your data plan.

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CH

Chris Nguyen

This place gets 5 stars for the awesome staff. I bought a phone online and needed a new SIM chip. I went in expecting to pay for a new SIM chip, because I needed a different size than the one I already had. The fellas inside were super nice and cut my old sim chip to fit my new phone, without charging me a dime. They sent me on my way as a happy customer. These guys represent t-mobile well.

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MA

Mahir Daniel

The reason Im giving the star the customer service at the store its great the customer service one 800 number its really good and nice the reception sucks the Internet its really slow so AT&T customers do not switch please The reason I switch from AT&T they have unlimited data in Canada and me and my wife travel to Canada a lot

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