T-Mobile Authorized Retailer — Local services in San Ramon

Trying to give you some fun reading experience:

Changed 3 years ago to T-Mobile from AT&T.

At this location I was three times in the past 8 weeks and I believe I noticed a change of team members. I now fear that these new team members come directly from AT&T as my experiences radically changed to exactly what I'm used to from AT&T.

The new attitude at this store seems to be now: "I do only half the job, don't care about the customers later problems that he/she tells me as a result and rather send him to call the hotline"

A) What happened: Added a line+phone for my son. I wasn't allowed to pick the number as I would have chosen a weird one in the hope it wasn't in service for a while so that my 13yo doesn't get a million calls from the friends of the former owner of the number.

Again this was the first time I wasn't allowed to pick a number (when we joined they let us do this). Store was empty ... there was time but ... no!

So the store clerk picked the number and as a result my son got texts and calls (lots of) right away, in fact one of the first texts was a ("is sex involved?") without any reason!

Well ... great! :-/

B) On top: When adding the line it should've went smooth as nothing else changed. Account on autopay, credit card still the same.So?

They however managed to forget to confirm the credit card for autopay again (or whatever). So the card was still on file but the autopay wasn't active anymore. System claimed the credit card expired but it didn't - still valid to 2024. Same credit card no, same validity, same security code, no changes!

Now as autopay wasn't active the next monthly bill went up $20 (OK) for the new line and another $25 (NOT OK) for the missing autopay credit. yay! :-(

As I went to the store to fix it (I really wanted to talk to the same moron again and possibly his supervisor) they instantly did let me chose a new number (as it was never a problem) but didn't give a ... thing... about the messed up autopay. So I had to call the hotline, explain it again, needless to say they again claimed the credit card expired (as the system says so but IT DID NOT raaaah) and refused to issue a credit (at first).

So we are pretty much at AT&T quality only that it seems they fixed it now (I got the $25 eventually) hence two stars.

C) In all fairness - they are still better than AT&T in S.R. - problem is AT&T in this area is more like minus 4-5 stars.

in a similar situation AT&T once just claimed to fix it, but instead the team member issued another device on my account (there was some $ 0 promo, signed me up for another 24 months in turn -promo conditions- then stole the device in question before changing to a new job/store?

... and while it clearly was an issue for the police never did anything come out of it other than weeks of calls for me....

Again everything under C here is a 4 yo old story regarding AT&T - it is just what I remember when I to a cell phone provider store. So there is quite some cushion in the service rankings between the two providers (T-mobile still way better!!!) but stories like the one above is exactly how it started with AT&T...

so let's hope for the best and let this way to long review be "some attempted wake up...

Horrible customer service at the San Ramon store. When I called the store Antonio picked up and said I sounded like a robot and said I should call back then proceeded to hang up on me - RUDE customer service. I called back to ask about the promo code for the free AirPods that I got with a new iPhone purchased made less than 14 days ago, and he said he doesn’t know of any promo code and his manager will give me a call back. I didn’t receive a call so I called T-Mobile and they said I need to have the magenta max plan (which I don’t have) for the free AirPods - this info was not disclosed to me when I purchased the iPhone and was promised the free AirPods from this store in December. I went to the store and told them I want to return the AirPods since I cannot get the deal. Antonio said I cannot return it since it is opened. I have everything including the box but he would not accept it. No where on the return policy does it state that the product has to be unopened to be returned. Furthermore I felt cheated into getting the AirPods because they said it was free with iPhone purchased and never mentioned that it has to be with magenta max which I don’t have. BUYER BEWARE. The employees here cannot do their job properly and would not fix their problems. I again called T-Mobile and the representative agreed that it is unacceptable that I was given the wrong info and remedied the...

First off, this is a franchise operated by a company called MobileOne. You want to deal with an actual corporate run T-Mobile that has an entire network of customer service resources available, there is no such network of assistance at this location. When upgrading to a new model iPhone I was told I had to add an additional line in order be able to upgrade to a new phone with credit for the phone I was turning in. After talking with the Dublin T-Mobile location and T-Mobile corporate, I was informed that not only was it unnecessary for me to add an additional line, but the San Ramon location had added TWO extra lines. These two lines would have ended up costing me an extra $40/mo. The San Ramon location said the additional line was going to be free, that was a flat out lie. On top of all that, BOTH of the phone lines they added were not going to be free, all this was confirmed by T-Mobile corporate who I was able to get in contact with via the Dublin location. In my opinion, this is fraud. There is no access to corporate help through the franchise here in San Ramon, because it's actually operated by MobileOne. Avoid this place at all costs. And if you don't, the Dublin location will be able to get you pointed in the right direction, according to them (Dublin) they are constantly trying to fix the fraud that occurs at the San...