T-Mobile — Local services in Chino Hills

I wasted so much time because of what the sales did.

1st day: I went in to sign up for 55+ plan. Long story short, didn't have my mom's information with me so the sales signed me up with my info and told me I can just call and do the "change of responsibility" . Had ATT, reason for switching because ATT was $146 and Tmobile was offering $100/mo plan with free S24 phone for one line and $10/mo for S24 for the other line. Singing up the autopay my bill should be $100. I got the phones. Had plan to go to Canada in a few days, so I wanted to do the transfer after I come back but the sales insisted that I sign up now because the promotion might not be the same when I come back. so I did. 2nd day: phones won't work. Its not connecting to the internet. So I went to the store again and turns out that the number was put in wrong by the first sales. Careless mistake here.

Once I got the first bill which was $156, I called Tmobile to initiate the change of responsibility. They told me I can't do it until 90 days later. But the agent on the phone understood my concern and credited me for the difference for 3 months period I'm waiting for the change. I was okay as long as I pay $100/month.

90 days later, which was today, I called in the morning to do the "change of responsibility" talked to the agent for about 1 hour and did the transfer. Then, I get an email to sign a financial agreement which showed that I had to pay $42 for the phone. Which is not what I signed up for. So I talked to the agent again through chat, and at first they said they can't do anything because the promotional period has ended. So I had to RE-EXPLAIN my situation to the agent and the agent said they will do bill adjustments when I get the first bill. (first bill because they did the change of responsibility / transfer.). Now I just need to wait for my bill and hope for the best. If it does not reflect the right amount, I have to call them again and argue again. Wasted another 3 hours trying to deal with this matter today.

ALL because the sales didn't do the job right the first time. Beyond pissed...

I went to this T-mobile store to upgrade 3 phones. The promotion is trade in a phone and upgrade to iphone 13 and get $400 credit. The first day I was there the sales associate did a physical inspection of the 3 phones and stated that it qualified for the trade in promotion. He gave me 3 new iphone 13 and told me once I have transferred my data over to the new phone to come back and turn in the old phones to get the credit. I went home the same day and transferred all of my data from old phone to the new phone and did a reset on all 3 old phones to prepare to turn it in. The next day I went into the T-mobile store to turn in my old phone. Another sales associate did another physical inspection of the phones and accepted 2 of the phones but not the third one. She said that it was missing a water indicator sticker. I have never dropped my phone in water or have replaced the screen. The supervisor came to inspect for the sticker and he also could not see it. They proceeded to tell me it does not qualify for the trade in promotion and I will not be getting $400 credit for this phone. Also, that I can return the new phone but I will be charged a restocking fee of $70.

First off, if this phone didn’t qualify for the trade in promotion then the sales associate should have told me that with the initial physical inspection. I was given false information which made me go through with the process of a trade-in. Secondly, now that I don’t want to go through with the trade in because of the false information I was given, they still want to charge me $70 for restocking fee. That is outrageous! You waste my time and now want to charge me money for YOUR MISTAKE?!?! When I raise my concern to the supervisor he basically shrugged his shoulder and said “I can’t do anything about the restocking fee”. He offered no other resolution and never apologized for the false information that was given to me. This place provides no customer service and customer satisfaction is not their priority even though it was...

I would like to give a shout out to T Mobile at the 3660 Grande Ave G store. I have been with several cell phone companies before and many plans later and none can hold a candle to T-Mobile and their outstanding customer service.

We have been with T-Mobile approx. 4.5 plus years and no matter how trivial our questions have been either via phone or walk-in they have gone way over and above to assist us which is rare.

I specifically would like to call out a lady by the name of Ashley who not only has the contagious customer service personality, but her product knowledge is beyond any cell phone company that we had been with previously.

Ashley is someone that is a keeper and hopefully she never leaves the Chino Hills Store again. We stopped going in when Ashley was transferred unless it was necessary even though the other associates were very polite it wasn't the same.

I will always give the associates like Ashley 5 stars when they service us like she does. Ashley never misses a beat she is rare, and we hope you appreciate her as much as we do so this is our shout out for the day.

CM T-Mobile Customer going on 4,5 years and...