I have been a long term TMobile customer with 5 lines. Today, I attempted to delete one of the lines that is no longer being used. It took over 90 minutes; I was on hold, transferred three times, conversations to try me to keep it. Agents are not allowed to transfer calls back to the USA. The phone staff was poorly trained, unprofessional and clearly a game to make you keep the line. I have had to file a regulatory complaint since I still can't figure out if the line is closed. There has to be a more efficient/simple way. read more

The sales person sold me a screen protector by telling me that if the protector fails to protect the screen it would be replaced. We were never told you had to have a 360 warranty as well. We have to phones and lines. Even if you have the 360 service plan you still have to pay for major repairs. I would recommend purchasing a protector from somewhere other than tmobile. read more

T-Mobile Experience Store - Tmobile store - Mobile Phones Near Me - Phoenix, Arizona

We switched from Cox high speed internet to T-Mobile 5G Home Internet because of a major increase in Cox's monthly fee. We went for the highest T-Mobile Home Internet plan with the 2 devices: a Gateway & WiFi Mesh Access Point was sent to us and we found switching over and installation to be quick and not difficult. The speed was to be about 200-300 mbps and ends up being about 135 mbps. Why the difference? Because our devices are wireless. Our everyday speed for internet and television streaming is adequate. The beloved T-Mobile customer service is VERY disappointing. For example, when addressing an issue, they said they will email me a link for a VISA gift card to be after 90 days of service. They did not send me the link and when inquired about it they told me it was too late. I told them I never got the link so it took me several calls, being on hold, and transferring me, and then giving me reassurance which ended up being just words and a few lies on what they told me and promised. This involved hours of phone time, and when they decided to enable me to still be eligible for the gift card, they told me it would take "10 weeks, plus or minus 7 additional business days from when it is approved". During this process I was told 3 times I would get a confirmation email, which I never got and also a call back pledge which I never received. So more lies. Gone are the days of their award winning customer service. Now I will be waiting to get the digital MasterCard gift card which I have my doubts about ever receiving. UPDATE: After jumping through hoops and waiting weeks, I DID receive the Promotional Digital MasterCard. To add insult to injury, my home security system has been giving me problems and after a 2 1/2 hour service visit they told me that my T-Mobile internet was inadequate for my security system making it's features unaccessible except for working only intermittently - great huh? I will consider switching from this service when feasible but now I cannot enthusiastically recommend using it. read more

The day before I was leaving on vacation,I discovered phone had not charged and not working. Phone had dead battery less than 3 weeks prior so was fearful of another bad situation. Midalia C at Metro Center tested phone and charged it. She determined wireless charger must have had hiccup and that after examining other cord found it defective. I appreciated her patience and kindness in helping solve the problem so I go on vacation. Not many would spend time which resulted in only a charging cord sale. This is a store I will return to when purchasing another phone due to great service I received read more

GREAT CORPORATE STORE!!! Do yourself a favor and go to a corporate store like this one and not a franchise like 35th and tbird. I am a 25 year tmobile customer a d the franchise store ripped me off and lied to me. It almost made me leave tmobile. Fortunately the corporate store made things right. read more

Verizon will steal from your account if you leave them. The day you leave they block access to your account and charge you for phone you own and brought to the service with you. Don't use Verizon. They charged me 650.00 through auto pay for phone I own. Poor business practice. They won't reverse the charges and will make you go to a corporate store to get your money back. read more

Fantastic! I was having trouble with my old phone and the Camelback store was amazing. Daniella and everyone especially the manager are great! read more

Tim Amaro at T-Mobile's 16th Street/Camelback location in PHX provided outstanding customer service. I stopped in for info when I was considering switching providers...Tim gave me detailed info and wrote significant points on a paper and attached his card. When I returned a couple of weeks later, he helped me transfer make and easy transition over to T-Mobile...and set up my technology so I was ready to roll when I exited the store. He explained a couple of things to me that helped me better understand my technology. Tim is straight-up, best customer service representative with technology that I have ever had the pleasure to do business with. read more

I called T-Mobile Customer Serv from aa T-Mobile store to have my phone shut off and their billing to me stopped. Well, for openers the phone that I had was a "FREE" Phone but was charged over $50.00 for it. Now, they want to charge me an additional $150.00 (and more) to stop my billing. What a SHAM. They are certainly Crooks! And he told me that he would stop my billing on July 16th (today is June 20th) and by the time that I drove home which was about a 10 minute drive, they had already shut my phone off. They Really Are SCAM Artists, for sure! Alice read more

Do NOT waste your time with the store on Hayden and McDonald. They are completely unprofessional. I went in with a phone that everything worked except the the LED would not turn on. They wouldn't or couldn't tell me how to fix it. I ask how much for a new phone. they wanted 800. I can get a brand new unlocked phone for 700 on Amazon. She told me to do that, fine. I called Tmobile. Kim (customer service on the phone from Tmobile was great) told me the phone is under warranty and I could get it replaced for free. She would have to send it to the Store and I could pick it up. I called the store as they would never think of providing customer service and let me know they had it. They confirmed they had the phone when I called around 1230. They said they would have to log it into inventory and to come in at 300. I show up at 310. talked to 3 people including the girl who should have told me I could get it replaced for free but chose not to. I was told they never got around to putting it in inventory and I would have to wait another 30 min or come back. Not having a phone is frustrating as we all live on them know. I need my phone to run my business. I don't understand why it takes from 1230 to 300 to log a phone in but I took him at his word. To be completely blown off when I showed up at 300 was unprofessional and rude. I left pissed off I wasted my time driving up there and would have to come back. I have 0 faith they will have it ready in 30 min as they said because they didn't do it when they has 2.5 hours earlier in the day. I called on my way home to ask if they would call me when it was ready so I wouldn't waste more time. They said they would "try" but couldn't confirm they would call. Great Client Experience!! NOT. I ask should I come back in 30, will it be ready like you said or will you call me when its ready. they response I got was "I don't know" WTF. They don't care about helping their clients. The girl I talked to seemed stoned. I have 0 faith I will get my phone in the next hour, effectively taking another business day away because of there complete indifference to their clients. Do yourself a favor and go to another store or better yet another carrier. DO NOT subject yourself to these idiotic children who have no interest in helping you. read more

I needed to upgrade my daughter's phone but first I had to get it repaired. The store did a very nice job at making sure that they helped me navigate the insurance process. we ended up upgrading all three phones on the account with no issue. The customer service was great and they were very patient with us through the process. read more

I signed up for T-Mobile Oct 12, cancelled (tried to) Oct 13, found out service wouldn't work in GA for Mother-in-law via my sister in law who lives with her, we live in Phx. I was told to reject my purchase and all would be well. Well today is 11/9. I have called T-mobile so far 6 times. Because i rejected my product, i don't have a phone number or pin, one of the reps would not assist me because i don't have a pin or phone number, I asked then how do i resolve my issued, she hung up. I paid 389.35 when signing up, I've received a credit of $192.35, still owed another $197. Today I was charged $145 for my monthly fee for service I'm not using. I am still trying to resolve this issue, still trying to get my money back. Also, one of the T-mobile reps shared that I might be charged $30 per phone line for activation even if i cancelled. Today I have been unsuccessful trying to cancel and was told i need to go into the store. Think twice before going T-Mobile!! read more

I am extremely dissatisfied with the customer service I received from Alan. My phone wasn't working and from the beginning you could tell he didn't actually care about the issue I was having. He had to reach out to T-Mobile hq and was extremely rude to the customer service rep he was talking to. After the phone call he told me he couldn't help me and neither could customer service and that I needed to deal with the customer service team myself. I left the store and customer service actually called me and told me that Alan sounded frustrated and actually disconnected the phone call himself because he didn't want to help me. I ended up getting a resolution with the customer service team but Alan was really awful and lied straight to my face about customer service not being able to help. It's just he didn't have the patience to help me. He also lied by saying I couldn't return my phone to the T-Mobile store and replace it there when customer service said I could. Im glad I was able to get the assistance I needed but Alan's poor attitude and unwillingness to help showed a poor reflection on T-Mobile. read more