Employee Review

I would like to thank Neisha McLilly from the Jackson,Tennessee T Mobile store on Vann Drive who helped me get my mom's phone ported. She was very patient and professional and got the job done. T Mobile is very fortunate to have an employee of her caliber.

I brought my phone  into t-mobile in Brooklyn (1684 Shore Parkway) since a sims card was stuck in phone.  Kabdeem immediately attempted to remove the sims card and actually made several attempts to remove it.  He was personable nice and kind. I did buy another phone and he helped to make the transaction smooth and quick.

The customer service was excellent - Kabdeem thank you so much.

Dina

I've had the worst customer service for the first time with T-Mobile. After waiting over and hour to speak to a representative  and stating my issues so we can find a way to resolve them I was hung up on . I'm very disappointed  

I just wanted to extend my sincere appreciation to Customer Service Agent Patricia of Albuquerque for her outstanding customer service skills. Her undeniable effort to assist in every possible way she can is worth noting for. her knowledge, her overwhelming patience and devoted attention to customer's concerns is simply amazing.  kudos to you Patricia! god bless!

Rick V

I live in Tarzana CA (91335) . All I get is fake 5g and 4g icons , I only get 0.04mbps download and 0.8 upload speed on both 5g and 4g , sending picture message take couple days and never go through, called customer service couple times , they just saying we will send technicians to check the towers , but definitely no one come , time to leave tombile

My experience moving from Verizon has been mixed.

First, I want to say that the people at T-Mobile were friendly and knowledgeable.

Second: When I do call for help there is always a loooogng wait on hold. I usually have to wait 10 to >60 minutes. I always use the call-back service. This is a problem. When I get some one I get the excuse that things are swamped.

With the "Carrier Freedom" program on Dec 20th,2020 I turned in two Verizon iPhones: an iPhone 10XR and an iPhone 11. I was supposed to get Credit card refund for each phone to pay Verizon for the amortized balance for these phones with Verizon. The iPhone 10XR arrived at T-Mobile Dec 30th. The other iPhone 11 is still in transit when I called T-Mobile on Jan 11th, 2021 using the UPS tracking number.

Also, when I purchased the two iPhone 12s from T-Mobile, without my knowledge or without T-Mobile explaining to me, I got the phones under the "2020 Apple Buy 2" program. This program amortizes the two phone's cost of $730 over 13 months. Well OK. But, in the meantime I get a bill for the balance on the two phones from Veriizon for over $1000. So I called T-Mobile for the status on getting my credit reimbursement for the two Verizon phones. I was then told that because of the 2020 Apple Buy 2 program I was not eligible for the Carrier Freedom program. ¡Ohh!

This was never explained to me! So now I will need to pay Verizon for the balance on the two Verizon Phones. But, because I sent them in as instructed by T-Mobile I will be required to pay Verizon phones for phones I will no longer have in my possession. If I pay Verizon the balance for these Verizon phones then I should own them. But, they are gone! But, for the new T-Mobile phones I pay for for them over 13 months. OK, that I understand. But the old Verizon phones I could have given to a charitable cause or sold them to recover the cost. ¡Gracias T-Mobile!

Several problems:

1. Changing carriers requires me to trust  experts to walk you through the process. It broke down because the process involves several T-Mobile departments to work in concert. But, each time I was transferred from one department to another I had to explain my situation over and over again. The problem is, I am not the expert at this. There is lack of continuity. 
2. As a result I was not informed properly and things went wrong.
3. I had to do some of the work like ask Verizon for some transfer/switch over PIN so T-Mobile could switch over the Phone numbers between carriers. I had no idea what that is. What I am trying to say is the process for me was not seamless.
4. Different programs were incompatible with each other and the reasons not made clear to me.
5. All I got was from T-Mobile for the confusion was "We are Sorry". Well Geez… 
6. So now I am stuck with paying for the more expensive of the two verizon phones, without even having the phone IT-mobile agreed to pay for the lesser cost Verizon phone).  This cost eliminates any savings I hoped to realize by switching from Verizon to T-mobile.  Would I do it again - probably not since I feel that I was cheated.

BTW- It is strange that this is T-Mobile's mechanism for giving customer feedback. You would think that there would be a dedicated page on the site with a form designed to capture something as valuable as your customers' impressions.

I want to give a shoutout to Angelica Perales and Erick Portales from the North Riverside, IL T-Mobile store. They both took the time to explain the best way to get my mom's Sprint iPhone 5 onto my family plan and were really personable and professional. I hope you keep hiring folks like this since customer service (even more than network speed or phone offers) is what sets T-Mobile apart. You have my email if you need to follow up.

I was waiting for the survey  at the end of my call today to leave a good review of the agent that helped me. I believe his name was Gregory at the Texas Corp. location. Thanks Greg, you were able to resolve my issue in 10 minutes that I was trying to take care of for 2 months 

We'd like to thank SHIRLEY (ID#1233320) for INCREDIBLE service she provided us, very knowledgeable customer service rep! Just overall wonderful experience, we are customers for over 16 years, and this rep really stood out. Five representatives were trying to help us with the issue, and nobody could, our 6th rep, SHIRLEY, not only figured out why everyone else failed but fixed the problem and our issue was 100% resolved. YOU NEED MORE REPS LIKE HER. THANK YOU VERY MUCH.