T-Mobile — Local services in El Monte

Experience was on May 12.

Worst t mobile ever. The customer service is horrendous! Especially coming from a corporate store! I went in to buy a phone and the store manager (Jessica) was completely rude. She was quick to take my sale and didn't explain anything on the agreement. No monthly, no nothing. MY name was even misspelled on the agreement that she handed me. Her sale was SLOPPY. As a leader at a corporate store, there should be expectations that need to be met. She told me if I had questions to call customer care, I had questions about my insurance p360 screen protector. That I’ve been paying for the last 3 years. It’s supposed to come with free screen protectors FOR LIFE if screen protector was purchased. Which I did when I bought the phone. She Didn't want to help me and said I didnt qualify for it, I said I’ve qualified at other stores why not here? She said go to another store. I asked her to help me and then she flicked my phone at me that was on the table and said "call customer care to help you." I don’t know what in her mind made her think it was okay to flick my phone at me? MY PERSONAL ITEM that I PAID FOR. I used to work for t mobile, and hearing that from a STORE MANAGER, shows no leadership or accountability. She told me there's nothing she can do and I told her customer care is a 40 min long wait, I asked her to help me as a manager I thought she would, I literally had to argue with her to call and once I demanded to call herself put her "token code and passcode" in to get to customer care quicker she finally budged and helped. And when she did she put one of the reps to help me. So she takes the sale that she won't get commission for, that could've helped a rep, but when it comes down to ACTUALLY WORK.... you're too lazy to do it? I mean she did explain she worked at sprint for 9 years so that explains her customer service. Explains why she's so miserable and why Sprint went out of business. I hope corporate or a district manager sees this and takes ACTION IMMEDIATELY. Because this is very unacceptable. Especially with reps walking around with no name tags, accessories loose on the pegs and laid ON TOP of the pegs, and customer personal information (CPI) was left on devices. If I was an auditor this store would've been docked VERY BADLY. And to top this all off. I called customer care yesterday May 17 just out of curiosity to double check if I did qualify for the screen protector’s, and the rep went on the tool to check my qualification AND I DID QUALIFY! That manager just loves to argue and does not deserve to be a manager or a leader. Definitely no leadership skills and...

Purchased two iPhone6 phones on Sunday. My line "ported" over 5 hours later. We were told to take the 16GB phones even though we wanted the 128GB. We were advised that we could use the 16GB until the 128GB arrived, but it was unknown how long that would take. There would be no fee to upgrade, we were told.

Needed to call Support Sunday night to make my new phone work, but Support was closed. So was Customer Care. Really? National company closed at night for a service that subscribers use 24 hours a day?

Called Monday morning, was assured the order for my wife's phone went through but just needed a manager's override.

Called back after noon and was told to be patient. Still nobody could give me an ETA on the 128GB arrival date.

Called Monday evening and was told they entered my wife's number incorrectly, would be fixed in the morning.

My phone was seeing 1 bar of signal strength, and calls were breaking up. I live in El Monte where their map shows full coverage.

Tuesday morning I called because wife still had no phone service. Manager Chris said it would go through soon.

Received call from Sprint at 2:00pm wanting to confirm wife's number. They still had it wrong. Wife arrived home at 7:00pm still with no phone service and suggested we return everything.

Return process was just as difficult as purchase. We had to have Verizon "port" the numbers back, which happened within 30 minutes, not the 50 hours it took Sprint.

Chris suggested a wireless “booster” router be install/plugged into our house for free, in order to boost signal strength, which would work while I am at home, but what about when I was a mile away from home? Not a valid solution.

Had to pay a $70 restocking fee, thanks to Chris not being reasonable for all of the headaches we were dealing with. Ended up not fighting charge, as I would have actually been willing to pay more to get far away from Sprint.

Verizon called back afterwards and informed us we would receive a $200 bill credit because of what we had to go through and as a way of saying “Thanks.”

Verizon will cost more monthly, but their service is outstanding and their coverage is consistent with what their map says.

Looks like you really do get what you pay...

The customer service given to me by Martin was unacceptable, I was given very short answers when I asked for help and then to speak to the manager & it was clear he didn’t want to help me beyond his “we can’t do that” answer. When I asked to speak to the manager he said she’ll be right out without even going to let her know a customer was waiting for her. He also gave me her false name compared to what was on her name tag. I recommended at the time & will suggest on this review that he takes customer training again or gets a different job. According to him I had “no manners” when In fact I did at first but his actions caused a reaction & he was on the receiving end of “I know how to do your job so can you please do it” end of my attitude; which I do being I’ve been in customer service 10+years.

With all that said the manager on site was eventually told by another employee that I was there (wasn’t hard to just let her know someone was waiting, it took 5seconds from his day) which I graciously thanked him…I think his name was Antonio. Once she greeted me everything flowed smoothly except for the fact when I relayed to her what my experience was Martin chimed In stating that I (the customer) need learn some manners. Very rude & very unprofessional no matter which way you look at it.

At the end of everything I was indeed able to viable answers and service by the manager and customer service which she connected me...