we were visiting from out of town and our phone broke and Lexi was so helpful and patient with our unique circumstances. I also couldn't help but notice how thoughtful and patient she was with the gentleman before us helping him try to figure out his phone. Transferring your phone and waiting can be a stressful process that she made it very easy and quick. All of the people inside of the T-Mobile were very helpful and very nice. read more

Poor service constant wifi issues many drop calls phone bill 3x what I was quoted, never worked on both lines when we travelled internationally. Try mint instead at least the bill will be 1/3 the price without constant mis charges read more

Brah. Yeah you sitting talking story with your braddah, try answer the phone and save me a trip all the way to town, only to find out the answer is NO and I need to come back tomorrow with my 84 year old mother. Not the full story. Stay tuned for the scathing review addendum in full detail. read more

T-Mobile - Mahalo anyway Keolaokekai. Shoots! - Mobile Phones Near Me - Hilo, Hawaii

As I stood waiting with a family member to be assisted, I observed Dane being very argumentative with a customer. Then he proceed to have an unprofessional conversation with a woman saying the manager should give home override codes if she's not in so he doesn't need to bother her on her days off. Service wise, others in the store were very pleasant, Dane seems to have a power trip. Not professional at all read more

The old timers deserve a 5+++ star. Nadi, Kyle, Aja, Tessie. This is the above and beyond crew. 1- male rep, always wanna just sell and not help. He's never taken accountability for his wrong doing. His words is always " as I said" his voice is ven escalates sometimes. 2- the other manager is sassy and a bit lippy. She even walked into the store with a bikini top on what I assume was her day off once. I mean if you're a manager, please don't do that. Maybe she should have matured more when she took the manager position? 3- female rep, tall girl is always taking selfies. 4- other male rep is kinda sassy at times I haven't been to the store in a few weeks but just wanted to share my observations. I love the help I get from the old timers but come on new ones and young manager read more

Needed to change carrier. Not as easy s I thought. Thanks to representative AJA , she took the initiative and did all the necessary changes for me in such an efficient way , that there was no stress for me. It kinda made me feel guilty for leaving T-Mobile for another carrier. She was very pleasant and courteous throughout the session. I really recommend this store for service. Thank you AJA. read more

We spent hours yesterday and today (3 trips) and it's been a mix of good and bad service. First, both salesmen kept saying, "As l said..." They should be trained to avoid insulting the customers by implying that we are stupid or not listening. They must be instructed to do intimidation hard sell. And we heard them tell us and several other customers that the phone / deal on the flyer ad was not that they would recommend because that plan didn't guarantee that taxes or fees won't increase. So spend lots of money instead!!! If l wasn't afraid of messing up my deal, l would have said, bs, the tax is now 4.75%, when is the last time it increased and how much? The tax would have to increase 30% or 40% to be near the "better deal" costs that they recommend. So the ad is intended to pull in suckers. We politely called bullshit on their expensive advice, but l watched a kupuna local couple (elderly) that seemed to be convinced that the two phone plan at $120/month was ok, where our two phones came to $55, only because we didn't fall for their crap. Of the sales crew, the two wahines were pleasant, the second kane was ok, but the first guy came on like a smug aggressive bully, full of negativity and hard sell - if we hadn't gotten the second guy who was ok, l would have just walked out. And we were told that it was VERY difficult for us to change from an Iphone because it was so confusing to use a Samsung or Moto, and l said that my wife had a masters in IT and l had had several phones and we could handle it. The next day, when we were confused, he made a crack about "using your masters in IT." Since it was a good deal financially and we need overseas texting the T-M provides, l didn't say ef you and walk out. He was pleasant most of the time, but their chip on the shoulder attitude was annoying. We kept being nice to keep it going, when we wanted to say something not so nice. We also got stupid advice to go to Mac Made Easy to unlock my phone. So we drove over and Mac Made Easy sent us to Verizon, and Verizon said we can't do anything, call customer service. The manager at Verizon was surprised that T-M didn't just have us call Verizon from their store and save us from driving around Hilo being frustrated. But eventually we got the deal we set out for (24 hours ago), but it was not a good experience. read more

I was a sprint customer for many years until recently when T-Mobile switched me over to them. They offered a promo for 5 lines and six months later I am yet to get the promo on the cell phones. My monthly went from $150 at sprint to over $200 with T-Mobile on the first month, then every month thereafter they kept making adjustments to my plan without my approval and the bill has increased to over $375. I've spent endless hours calling customer service and at several T-Mobile stores but they are not either willing or able to help. It has been a nightmare. I'll keep trying to get back to the original plan I was sold or just switch over and get legal advice. read more

I just called t mobile, and waited an hour on hold then some man with a Filipino accent couldn't tell me why I'm getting bills from them after I turned off my line in march. Then denied me when I asked to speak to a supervisor and hung up. It's like they just hire anybody nowadays read more

Aja is super nice. Had a bad experience the first time but she made it right. Good customer service is rare now unfortunately, but still some great people out there who take pride in doing a good job. Mahalo read more

T-Mobile needs to pay their staff members in their Hilo location 50x's more and make replica's of them swear the service provided my father was impeccable. He doesn't speak English clearly and not very technically inclined and they were so patient with him and doesn't hours trying to help him figure out his passwords and pins and even went so far as to helping him try to create an email. By the time I arrived to the store after work they knew who I was called us both by name and although our issues were "user" caused rather than technical they gave us their time. The manager she was amazing and even follows up with us a few days later to make sure my father was okay. Honestly felt like family. So grateful for the staff here mahalo guys! read more

I love T-Mobile. There is a very nice representative working there, very friendly, service with a smile. The store is very nice and clean. Awesome! read more

I live 500' from a Mobile cell tower in HPP. I want the $50 internet router. Can I get it? Applied on line but no response. Kind of important, especially in these times of staying connected while remaining apart. read more

Worst experience with a cellphone carrier I have ever had! Ordered a new iPhone because they didn't have any in stock. The employee told me 3-5 days it will be in and they will call when it arrives .. so I wait 7 days before I call to check on the arrival of the phone. On day 11 I call and ask them to check on the status of the phone.. they say that they have no order for me . They try to blame me for not responding to a email ( that I never received or was told about) . I ask to speak to a manager about this and he tells me the same thing about a email. So I ask if they have any pones like the one I ordered and he tells me he is not able to check at this time .. so I ask to cancel the order and the account and he tells me I have to come to the store with a I.D. .. So now I go to the store and the employee that sold me the phone try's to make an excuse on why the phone never came .. I told him I want everything canceled and he proceeds to call the Activation and account department and has the nerve to say I am canceling using the customer remorse clause and he does not know why I want to cancel! And after all this he or his manager couldn't even apologize to me. The staff here are incompetent and untrustworthy . read more

Customer service is not the issue. Technical support does their best but they can't control where a tower is or how high its flying. The issue is reception. Difficulty using the device from home after 20 plus years of relatively uninterrupted customer loyalty. Should I direct my complaints to Germany directly? My phone gives me trouble right under the tower in Keauu and its the warranty exchange. I want the device to work. I considered dropping a line and using that extra money to buy stock but no can do that without a cell phone even if there were shares to be had. So a landline is probably the next order of business. But we all know they got me by the balls anyway. read more

Everytime I go into the store to do a upgrade or to get a replacement phone they always tell me "no"...but somehow when the mainland tmobile store is called, they always help me 100 percent. Last time I'm going into that store....I love the workers regardless but try help the situation. If the mainland store says that it's okay for me to get what I asked for, I'd like at least that read more

Good carrier, bad store locally. I will not get into the plans and phone service available through T-mobile. It has been flawless service wise and it has been worth the switch from AT&T all the way around the board. This review is strictly a reflection on the sales and service available in store. I would have went to the Kona store if it meant not putting up with attitude, long lines and faulty computers at Team Mobile Makaala. The line were appallingly long with just 2 service representative servicing clients on both of my visits. A 45 min wait in line for service is not ok anywhere in my opinion. State and federal only get away with long waits like that because no one has any other choice. A private business should never be that bad. On the occasion i switched to Team mobile from AT&T I had to wait an additional 2 hours at the location because they where having difficulties with there system. I know problems arise from time to time but there where dozens of ways to deal with the situation then having me wait on site for 2 hours. They also were unable to take my credit card for an over $100 purchase. I had to go to the bank machine and pay an extra 1.25 so I could pay cash. Unacceptable. I have tolerated service flaws whilst with AT&T but i have never had any problems with their sales staff. This is the biggest complaint that I have. On both occasions I got that small local girl. She is a complete bitch. When their systems would not take my credit card she declared loudly my card had been declined. I had just payed my bill in full the day before. I told her no, its good, I payed the bill yesterday. She continued to say my card must be declined or turned off and did so rudely. Come to find out their computers were screwed up. She did apologize after that though. I still had to go and pay cash and was noticeably irritated at this point. I ended up having to wait 2 hours til they fixed everything. On my second visit I was having trouble with my data plan. After a 45 min wait in line I almost let the person in front of me go first when I saw that the next available associate was that same short local girl. But I was really not in the mood to wait another 15 min so i went to her. She noticeably had a bad time with the person in front of me and started with me on that same tone. She began talking to me like i was a child and was pressing the buttons on the phone real hard and explaining that the problem I was having didn't require me to have to come in. Well guess what bitch, It did, I know how to read and i read that stupid fucking book that comes with the phone and it said nil. Just do your fucking job. You get paid while I wait 45 min in line, I don't. read more

Excellent phone company I love the company I have a phone with them. The employees are always filled with enthusiasm and energy. They go all out to help you get the phone or tablet fitting your needs. read more

Terrible reception at my location, could not send texts and go online. Find other wireless carriers and do yourself a favor! The store in Hilo Prince Kuhio Mall could not port my number after 24 hours! read more

Excellent, excellent, excellent service at every single visit here! At times, there is a considerable wait but when you are with an associate, you have their undivided attention. read more

FOR THE PHONE SERVICE: spent 4 min ringing for "retail store" hung up called back tried "customer service" phone rang for 7 minutes!!! Just 1 question that's it do really have to drive 4 miles to ask 1 question!!! read more

Bought iPhone, was told coverage reached Hilo, and neighboring areas. Does not cover hospital area, Keaau or Pahoa, or areas where t mobile customers are talking with one another. Reception is bad,bad,bad. Bad read more

The service to set up our new cell phones here was great and the deal appeared great also. By signing up we got 200.00 in Visa Debt cards, the only problem was they never worked and the frustration of trying to use them made me regert switching from my other provider. read more