T-Mobile

I can't say enough good things about THIS particular TMobile store and the staff that works here on a daily basis. The gentlemen here have a particularly high level of customer service that as someone who also works at a customer service related business can clearly see and FULLY respect.

Mike, Bert, Johnathan, and the rest of the team have been a relief when dealing with other cell phone providers such as, Consumer Cellular, Verizon, Metro PCS, and others. I have personally dealt at one point in time or another with all of them, the last of whom was Consumer Cellular. THE WORST. I'm sure you have all had your personal nightmare experience with long waits, endless phone navigations, no HUMANS, etc. I finally called it quits and came into T Mobile out of sheer desperation.

THAT first day, several months ago was when I experienced Mike and his incredible presence, and to just listen to my previous experiences. Then, turn everything around and make my cell phone provider switch the BEST, most relaxed, easy, transition to a new phone, and account I had ever experienced. Again, that's saying a lot from someone who knows what that level is. I have the exact same standards at my professional position as an examination proctor for tests such as FINRA, ADA, STEP, CPA, and LSAT.

That fateful day restored my faith that there's still some people who understand that in these instances it's not just a transaction that you're making but an actual relationship of sorts. At least to my knowledge most people feel this way once they have a good doctor, dentist, mechanic or even butcher. Right? So what makes it any different for your phone provider?

THIS particular group of people here at the T-Mobile on Alton "Get it". They know what's up and how to listen, understand the customers needs, and take care of the customer's best interests. Here's why they rule.

I explained to Mike that my usage of my cell phone was rather limited in scope to just occasional calls and texting. Not a bunch of data to be transferred. I also understood that they had a specially discounted monthly rate for folks 55+. Mike explained to me that the day after I turned 55 I could utilize this discount and drop my regular monthly rate by $30!!! So what do you think I did?!?!?!

Thaaaaats right, I came through the day after my birthday and dropped my rate by $30!!! Even more when I went with automatic withdrawal!! Again, it was another smooth, amazing experience and I couldn't be happier. My phone ROCKS, the service ROCKS, and if I need anything fixed, or changed, anything, I know exactly where and who to go to for the BEST experience and service. Thanks again to everyone there, kudos on your efforts!!

Jordan is our Angel!! It is my granddaughter’s birthday today and he got her all set up for an outstanding price. He is truly a great asset to T-mobile!! He should be his own CEO of this company!! We left so happy because of Jordan and my granddaughter is ecstatic!!

We had a recent billing discrepancy after upgrading plans and a couple of phones at this location last month. Today, my wife spent over an hour on the phone with T-Mobile customer service and they were unable to correct the issue. We then walked into this same store prepared to have to put up a fight to correct our bill. We were elated when Liz, one of the managers, was able to locate the problem by pulling up our recent bills. She made the correction on spot, credited our account, and even gave us a follow-up call to confirm the changes she made. It's hard to find good customer service these days, so my wife and I are extremely happy. Props to Liz and this T-mobile location. 👏

I can't thank Nathaniel enough for his incredible support as a T-Mobile Expert at this location! I am impressed with his customer service skills. He is very patient, kind, and supportive. Despite being an AT&T user for 15 years, Nathaniel understood my needs and made the switch to T-Mobile a breeze.

Nathaniel knows how the available promotions and deals work and he guided me to the perfect plan. Now, I've got three lines with unlimited data, and I've even moved my internet service to T-Mobile, which is more affordable and faster than my current internet service.

I also want to express my gratitude to managers Cynthia and Liz for their fantastic support throughout the entire process. Overall, my experience with T-Mobile, thanks to the incredible team of Nathaniel, Cynthia, and Liz, has been amazing. They've made me a happy customer, and I'm loving the benefits of T-Mobile's services! Thank you!!

I always go to this T-Mobile store. The staff is super friendly and helpful and they always take care of me, answer all my questions, and never rush me or make me feel like I’m a bother. Thank you for your help. I always make sure to come to this store.

7/26/23
We received great customer service from Alberto who resolved issues on our warranty exchange. This was our 2nd time coming in to pick our exchange, and now the "new" device we were here to pick up was not working at all. So, Alberto gave us some options. We made our choice and he took care of all the little issues that arose from the new purchase we end up doing. Alberto provided us good solutions. We've been with Tmobile over 12years, and will continue bc one can receive great customer service!!!

7/21/23
Francisco, Mgr, is always providing great customer service with a great attitude. He cuts his lunches short to take care of upset customers. He is a true manager, in charge of his store.

Paris deserves a great kudos too. She is a phenomenal person providing her customers great experience at this store, or any store.

I am writing to express my utmost appreciation for the outstanding assistance I received from Ken during my recent visit. Ken went above and beyond to help me, demonstrating unparalleled professionalism and dedication to customer satisfaction.

Ken not only understood my situation but also took proactive measures to ensure my needs were met. I am truly grateful for his patience and expertise while I patiently waited for my device to be activated. What impressed me most was Ken's ability to multitask and assist others efficiently. He not only took care of my requirements but also extended his expertise to help others, showcasing his exceptional skills and commitment to customer service.

I believe Ken's exceptional service deserves special recognition. His dedication to going the extra mile for customers like me is exemplary and truly sets a high standard for customer support. I am incredibly pleased with the level of service I received, and I strongly believe that Ken deserves an award or formal recognition for his outstanding contributions.

Once again, thank you to Ken for his exceptional assistance and support. I couldn't be happier with the service he provided, and I look forward to recommending your establishment to friends and family, thanks to Ken's exemplary service.

PS Ken: My sister is very happy with her new iPhone, she's also happy with her phone case.

The dealers are super nice. They’re willing to help me out even after 5PM when the store is supposed to close for Christmas. Sorry for taking so long and thank you so much!!!

Wow the customer service here was superb! Thanks to Mike Galli who was beyond kind, honest, funny and super supportive. He helped me set up my new phone and explained everything I didn’t understand, all while being patient and professional. I would even say thee entire staff during my visit were very friendly and they seem to work together exceptionally well.

My wife and I came in Tuesday night 7/25/23 to inquire transferring my wife from Verizon, to join me on a family plan. I was helped by Parisa. I haven't had a sales experience that made me appreciate a human being like this in a long time. Parisa was genuine and candid, and that gained our trust, and her business acumen was everything I had hoped for walking into the store. In true T Mobile form, Parisa informed us on a handful of promotional opportunities we could take advantage of in this transaction.

While we tried to get the transfer number from Verizon, Parisa's multi-tasking stood out in processing everything.The store was closing, and we had trouble getting a transfer number from Verizon. Parisa offered to put the transaction on hold, and told us we could contact her when we were on our way the following day and she would make sure she was available for us.

We got my wife transferred to my plan with a significant credit for her phone, I got a third line that will eventually belong to my daughter some day that was no additional cost monthly for the line, and the phone was completely credited by promotion, and we got our daughter a kids tablet which she absolutely loves.

Overall impression was that this is a group a store manager would be happy with. Despite being busy, they all greeted every incoming customer, got them checked in, while still providing a level of quality to the customer in front of them. Parisa is rare, and she's going to be special in whatever she does in life.

I had a great experience here working with Matt to purchase & setup a new cell phone. My previous visits to three different T-Mobile stores in Orange County Ca left a lot to be desired. All these stores were only interested in upselling me a more expensive phone that I really didn't need. Matt took the time to go over my needs & budget & steered me towards the best phone for my needs. Anyway, if you're looking to buy a new phone or need T-Mobile service I'd highly recommend this store. Well done Matt! Thank you.

Paris from Sales team was incredibly helpful, informative, and pleasant. My first time here, and I felt welcomed! Her willingness to go above and beyond in assisting me with the right line.
The genuineness and pretty professionalism were terrific.
T- mobile is very lucky to have such talent.

I'll try to recall specific names, but I had a great experience at this location courtesy of a floor manager (?) and a store manager / product expert. I had some pretty detailed questions and had arrived at the store only 30 minutes before they were going to close. The first person I was speaking to who was some sort of manager did a great job but definitely needed to hand me off to someone with very detailed knowledge about particular phones, trading in devices, and the process of porting over two different numbers from different carriers into one shared magenta account. They stayed late, allowed me to bring my Labrador into the store from the car, answered every question that I had, and I left with a new phone, and had switched to a new carrier after 25 years with AT&T/Cingular.
I'm a Management Consultant by profession, have an MBA and think it's important to applaud good people doing good work. I'm replicating this effort with T-Mobile as well, and hope, if reading this, you have as good as experience as I.

I recommend this store. The manager Matt was nice. Thanks so much to Reza who helped me in my phone upgrade. He was nice, patient, kind and knowledgeable. All staff were friendly.

UPDATE: I had one of the worse experiences ever with T-Mobile customer service over the phone. After losing my upgraded phone in the mail and having to go through hell to get a new one mailed to me, they messed up my account again by failing to apply the promotion credit!
This took 5 weeks of multiple phone calls and having to be on hold for hours, only to find out the next day that the issue still wasn’t resolved. I became so close to dropping T-Mobile after 18 years and going to a different carrier. I finally decided to return to the store to see if they can help. Thankfully, Matt resolved the issue that T-Mobile’s customer service team couldn’t resolve over 5 weeks in just a few days. I truly appreciate stores that are there to help their customers, even after the sale is over.
I’m extremely disappointed in T-Mobile for their poor handling of this issue, but extremely thankful to Matt and his team at the store for helping me resolve it.
A word of advice. Do not have phones mailed to you. Just get it at the store. If they don’t have the color or model you want, settle for what they have at the store and don’t make life hell on yourself by having it mailed to you. Because if it does get lost in the mail, T-Mobile would be beyond useless to resolve it in an efficient manner.
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I’ve been buying my phones from this store for almost 10-15 years now. They’ve always been very helpful. I called the store few days ago to see if they have the phone I want in the color I’m looking for. John took the time to answer all my questions. When I went to the store, he helped with my purchase and I was in and out in less than 20 minutes. I had few questions about the promotion afterwards, for which I called the office. John was patient with me and took the time to answer all my questions. This is exactly why I have chosen this store as my local T-Mobile store for the last 10-15 years!

I went to the Irvine store on Alton Parkway Way on a week night about 5.
I was greeted by a friendly staff member named Ken. I told him I was thinking about the trade in deal. I told him my iphone was acting up. I had taken it to Verizon to get some technical help. The gal there told me I had burnt the screen and it was worthless. She knew nothing about phones.
I was so relieved when Ken took the time to see what the problem was and told me it might take some time. I walked around and came back 30 min. later. He met me at the door with a big smile and the phone was working perfectly. We talked about the trade-in deal. I was not sure what to do and he gave me his card and told me to sleep on it. I left there feeling so happy there are technicians that do offer great customer service. I would recommend Ken and T-Mobile for anyone looking to buy a
phone. They will not find better service than I did at T-Mobile with Ken.

Best location in SoCal!

I got some of the best service I ever received from a TMobile store front. Thank you Parisa and Reza, you two made my year.

Great store, went in because my phone died and I needed a new one right away. I was on call for work. Staff was super helpful, listened to what I wanted and didn't try to up sell me a bunch of stuff I did not need. They did tell me about a new plan with more high speed data at the same price I was paying though. They even sent someone to another store to get the phone I wanted because they did not have it in stock. Even with that I had a new working phone in 30 minutes.

My wife’s account was hacked and account frozen. Our product rep Parisa M and her manager Joshua were patient, professional, and very persistent. They did everything they could with corporate to get my account unblocked and allow me to exchange my phone. They were great! An example of how customer service should work.

Went in on Tues afternoon, David helped me swap out my old sim card and get my phone reconnected to the network. Fast, easy process. 10/10