T-Mobile

I recently switched from Verizon to T-Mobile. I went into the store because my phone was not working with the SIM card I had received. I tried to order a new phone and was given the message that since they could not verify that it was me, I needed to go to a store to buy a phone. The employee there did everything she could to help me. She was nice and professional. As far as T-Mobile tech support goes, they get only 1 star. The person said they couldn't help me and I just needed to switch back to Verizon. HaHa.

I recently switched my cell phone provider to T-Mobile from Verizon. I called T-Mobile customer service to initiate this change and trade in our phones for new ones. The new phones arrived within a few days at which time I again called the activation line for T-mobile. My experience with that process was a complete and total disaster. My family went 3 days without phones which finally led to their specialist telling me to go to a store on Thanksgiving. I tried to explain that the stores were closed without success. The following day I went to the Waterloo, Il store and spoke to the store manager, Josh. He spent several hours that morning attempting to untangle the mess. The representative that he contacted put in a work order for a tech to work on our problem. The following morning our phones were still not working. I returned to the store and Josh once again called to correct the mistakes. Josh was very understanding and helpful in addressing all of the issues we had. I can’t say enough good things about Josh and his staff at this store and would highly recommend them for anyone’s cell phone needs.

Can not say enough good things about Josh and the associates in this store! They helped me when no one else could! They went above and beyond! Thank you so much for all your hard work! Highly recommend this store over any other store!!! Hands down the best tmobile store!!! Again, thanks so much for your time dedication and hard work!!! You are greatly appreciated!!

T-Mobile 5G Home Internet is the Best! No scheduled appointments taking up your day. Don't need a tech at your home anymore. ALL you need is 5 min or less to setup the Modem which ALREADY includes WIFI Connection. ALSO when you call, they have the best CSR's to help you out.

Cody and Josh will give you first class service no matter how big or small your question is with your phone. 5 Star service everytime!!!

Kevin Schaeffer, PGA

Melissa was the kindest. She is new so it look a tad bit longer then expected, but she was very knowledgeable and helped us the entire way. There was a phone issue that was not her fault, and she trouble-shot the situation with ease while also calming me and my family down through the process. 10/10.

I have spent 2 days at your Waterloo location and between Josh and Xena my concerns and problems were all taken care of. I am extremely satisfied with their professionalism and concern for the customer. To be waited on the minute i walked through the door was another plus.

Nice was real helpful good kid

On Sunday I went into the store with my phone I’ve used for 6 months now and an iPhone 11 that I wanted to switch to that was payed off/unlocked. The employee says okay we can do that. He transferred everything from one phone to another and says it could take 10 minutes to 24 hours for the service to switch phones, okay that’s fine. Wednesday comes and the service still hasn’t switched so I went to the store again. I sat there for 3 hours while they tried to go back and forth on activating eSIM to SIM. Neither one would activate even after talking with multiple tech support people and even their manager. They sent a slip to engineering To try to figure out the problem someone was supposed to call me. Mind you they are saying they are going to call the phone that’s not activating. Like how smart is that idea. Anyways Never got a call. So I went back to the store on Thursday and sat there for another 3 and a half hours. All they could tell me was to give it 24 to 48 hours for the network to catch up because it’s in limbo with them trying eSIM and sim so many times. Here I am going on day 5 without cell service talked to multiple tech support, managers and spent multiple hours in store and there’s still no fix to my problem. I went in the store with 1 phone working perfectly fine to not having a phone at all for the last 5 DAYS. So at this point, I am fed up and trying to take my business elsewhere. And as I do I come across another problem with T-Mobile that with them trying to activate the Sims so many times the phone I came in there with is now locked and they can’t unlock it for 40 days so now I can’t take that phone to another company to have it activated. So now I have 2 perfectly working phones that can’t be activated nor taken to another company because of T-Mobile. I am beyond furious because not only have I spent hours trying to fix this problem but now I have to go out and pay even more money to purchase another phone so that I can have service.
At this point I would not recommend anyone I know to use T-mobile service. What should have been no cost to me has now taken up so much of my time and energy. And now on top of that it’s going to cost me money for another phone.
The only good thing I will say is that Nicholas and Joshua at the store tried so hard to fix this problem and I appreciate that.

Went there twice in the last 2 months and was told not to upgrade the iPhone 7 yet because of a change in nearby towers but that an upgrade to an iPhone13 would be $200 and to come back after March 1. I did as instructed and went back, only for them to tell me I would need to pay the full $800 for a new phone since I did not switch over before the trade in deal ran out.