T-Mobile Reviews

Hussain was knowledgeable, patient, and very respectful throughout the entire process. He took the time to listen to my concerns, helped me select a new phone that fit my needs, and made sure everything was set up correctly. What I appreciated most was that he did not try to upsell me or pressure me into anything—I felt like he genuinely wanted to help. The level of customer service I received here was night and day compared to my previous experience. I left the store feeling confident, satisfied, and taken care of. Thank you, Hussain, for your professionalism, friendliness, and excellent service. This is exactly how customers should be treated.

One customer simply came in to pay a bill. Another customer was returning what appeared to be a router. It appeared that, while the store does not handle returns, a staff member explained that the customer could drop it off at UPS or FedEx. The staff member printed a shipping label, provided a carton and packaging materials, and assisted the customer in taping up the carton. The customer was very pleased with the service they received. (It felt like she was embarrassed to return the item, and the way they were assisted made them smile and remark how great the service was.) Another customer (a senior citizen) needed assistance with their phone because they had downloaded some apps and didn't know how to remove them.

I was there for two reasons. The first was to ask whether they could replace a phone battery. That they were not able to do. However, I assumed this might be the issue, so I also brought a new phone, and they were able to clone my old phone onto it. The store's atmosphere was warm and friendly. This happened on a weekday, just after the store opened. The store manager, **, whom I met for the first time upon walking in, was professional, very knowledgeable, had great customer service skills, and appeared to work well with the other employees.

Not sure what else to write except that while most companies strive to provide or train their employees to provide good service, providing customer service at the level I witnessed during my hour or so at the store is beyond what is taught in classes. Please let the staff at this store know that they went above and beyond, and my shopping at this store was an enjoyable experience, not just for me, but for every customer that came in while I was there.

T-Mobile is incredibly lucky to have someone like Arthur on their team. He deserves full recognition for the exceptional experience he provided, and frankly, he deserves a raise! If every customer service representative in the world brought the same level of dedication, kindness, and expertise that Arthur does, this world would truly be a better place. Thank you, Arthur, for making such a positive difference. You are a shining example of what outstanding service looks like.

Marie D. 🌟🌟🌟

When I came to T-Mobile I found out Metro T-Mobile is just a partner. Then this was where "Edwardo The Great" finished the deal. He showed my brother how to reset his phone and everything. See my brother had a stroke and some things take him a little longer to grasp. But everything turned out just fine. I want to thank your company for these two employees. They are sweet as pie. Thank you TMobile!

The bad part is the phone is one payment from finally being paid off. I have never ruined or broken a phone since having one and don't understand what's going on with this one. I know it's not T-Mobile's fault that this battery is doing this and I should have gotten the insurance but like I said, I've never mistreated my phones. Didn't think I would ever use it well, guess they win, now I have to buy a new one. But hesitant if I want the new galaxy? Any suggestions?

* Issue 1: The salesman said they used the existing “pathway” (from our previous provider), simply unplug from the old modem and plug into the T-Mobile modem. This is not true. They drilled a hole through the exterior wall, mounted the modem to the interior of that wall, and we then had to wire from the modem box to other side of room.

* Issue 2: The salesman said the two computers that currently are hard wired can still be hard-wired. That is not true. Only one device can be plugged into the booster, and the booster has to be directly connected to the modem.

* Issue 3: The salesman was scheduled to be at house to set up account on desktop (not on phone), and he never showed up and no phone call.

* Issue 4: The salesman told us we had to download apps to our phone. When we told him we do not use Internet on our phones, he said it could be done on our desktop (which he was going to do, but then never showed up). That is not true. You are required to download an app to your phone. If your phone is more than a couple years old, the phone will not support the app. Unbelievable that T-Mobile would require a customer to use their phone! What if they did not have a smartphone?

* Issue 5: Customer service is by far one of the worst I have ever seen! We have spent a total of 3 hours and 47 minutes on the phone and in chat with customer care. They have failed to resolve the problems, keep transferring us to another person, have escalated us to tier 2 support, and lied to us. The tier 2 support individual scheduled a tech to come back to the house to fix the problems on Sunday (5/17). He said they would put the modem anywhere we wanted it (which they should have done the day before), would get the account accessible to us, get the two remaining devices working, and guaranteed me it would be a different tech than the one who did the initial install. Again, not true. The tech who showed back up was the same gentleman who was here the first time who was not able to get the two devices working, who was not allowed to move the modem, and who did not know how to make our account accessible.

* Issue 6: When the tech returned for the second time to fix the problems, he was so frustrated because we were frustrated with the run around we were getting from T-Mobile that he said he would just do whatever we wanted even though T-Mobile did not allow him to put the modem anywhere else. In that conversation, when we told him that T-Mobile would have to patch the holes they put in the wall and paint them, he informed us that since he was an independent contractor, T-Mobile would charge him $1000 to do the repairs. T-Mobile is at fault here, not the installer! The salesman gave us inaccurate information, customer care gave us inaccurate information. T-Mobile should be accountable, not the installer! For T-Mobile to charge him is just underhanded and downright wrong! That is the only reason we told the installer to leave the modem...there is no way we wanted to be responsible for T-Mobile charging him!

* Issue 7: The salesman had told us our account was set up and sent us emails to prove it. Three different customer care team members confirmed we had an account. However, even with the installer trying to talk to the customer care team, we were not able to access our account. Turns out they kept passing us to the wrong department, they were using a T-Mobile randomly generated phone number (so our phone number was not connected to our account), and they had never even assigned us a T-Mobile ID. The reps kept getting upset when they would ask for our ID or password and we told them we never received one.

* Issue 8: Customer care told us that the only way to get the two remaining devices direct wired to the modem was to use a splitter. However, this is not included in the install. Fortunately, the installer (who was beyond frustrated with the run-around he was first hand seeing and hearing from T-Mobile - as I had the phone on speaker and the installer heard everything) had a friend who gave us one. Otherwise, T-Mobile is expecting the customer to spend about $50 to purchase one!

In my opinion, with what we experienced, T-Mobile is an absolute disgrace! The salesmen either are intentionally misleading customers to get a commission or are just not properly trained. The customer care team, including tier 2 support, was just as bad as the salesperson. Salesmen say one thing, customer care says something different, and the techs say a third thing that is different. No one communicates, and they all pass the blame to the others.

The modem having to be mounted to a wall, is a serious safety hazard! First off, it looks very ugly being exposed on a wall like it is. Our previous 3 providers all had equipment that could be placed anywhere; they did the wiring so it was not exposed or draped from one side of a room to the other. Because of the crazy T-mobile set up requirements, there are two cords coming out of the modem, lying on the floor wrapped around to the opposite side of the room, plus an extension cord since the booster cord is too short to reach the modem. I have mobility issues and use a walker and cane and the wires present a tripping hazard. Additionally, because everything is exposed, we can not allow any children in the room because they may tamper with the equipment. And, with everything exposed, the wires can be chewed by pets.

On a final note, two other issues are to be noted. First, we were supposed to receive the first month free. However, customer care says they do not do billing from when you get service. Regardless of when you start service, you will pay a pro-rated amount from the install date until the end of the month. Your "free" month will be the first full month after that. What that means is you will be paying both T-Mobile and your previous provider for the pro-rated time period. The second issue is we were told we would receive a $100 gift card. However, no one is able to tell us how or when that is going to happen.

Overall, I give the salesman a 1-star rating, customer care a 2-star rating, and the tech a 5-star rating. Had I known just how bad T-Mobile customer service was, I would have never switched to them. I would rather pay a bit more somewhere else and get better customer service, not be lied to or misled, and know that my house, guests, children, pets, and residents are safe...which, due to the nature of the install, they are not.