T-Mobile

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Address: 470A Sun Valley Mall, Concord, CA 94520, USA

Phone: (925) 609-9918

Website

State: California

Zip Code: 94520

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Reviews

Good, but some of the sellers man doesn't have the right information on their mobile  plans 

 9 years ago (07-11-2016)

I was having a particularly complicated issue regarding several charges to my account after it had been closed and was receiving absolutely no help from the T-Mobile customer service call center. They eventually said they would be sending me a full refund via a Visa card from Citibank. I waited over a month for the card to arrive and received nothing, so I decided to reach out to the number provided online for customer service once again. I called a couple of times and every time I would get a different answer or piece of advice. It was pretty miserable and I was becoming increasingly frustrated, as I was having to jump through all sorts of hoops just to be reimbursed a substantial amount of my own money (months and months of charges) that shouldn't have been taken in the first place. 

I decided that I'd had enough with phone calls and wanted to talk to someone in person. Perhaps I'd have better luck. I decided to visit this particular store, since it was just after 8pm and the others were closed. As I walked in, I was warmly greeted by Michelle. I explained to her the complicated situation I was in and she simply smiled and said "not to worry." I honestly wasn't sure if she could help me or not, but the way she attentively listened and spoke to me eased my concern and made me feel more comfortable. 

She instantly went to work, making phone call after phone call, all the while collecting about 5-6 sticky notes worth of information in the process. Even when she was on hold, instead of stare at the wall or something, she would cheerfully chat with me in a way that didn't feel forced, as if her boss was watching or something (in fact, he wasn't around at the time). She was just incredibly friendly and genuine throughout everything.

It became apparent that the issue wasn't going to be resolved before she and her co-worker (who was also friendly, I might add) had to close up shop, so she gave me her business card with her information and told me that she would come in a little early the next day to continue where she had left off. Sure enough, by the time I had woken up, I had received a detailed email update from her. I was blown away. By mid afternoon, I had received a second email from her confirming that the issue had been pretty much resolved, complete with phone numbers and all the information that she had gathered. Let me remind you... I'm technically not even a T-mobile customer. This whole issue was regarding an account I had closed a year ago that I was continually getting billed for. Amazing.

I can't remember the last time I had ever received such great customer service from any company, ever. Michelle E. is truly the best. I encourage anyone who visits this particular store to personally ask for her. If corporate is reading this, know two things: 1) If all of your employees even gave half of the effort that she gave to help me, your company would be unstoppable (in a good way). 2) I have never written an online review for anything before, but in this case, I simply felt that to not do so would simply be unjust. The incredible hard work and dedication needed to be rewarded in some way. I don't know what Michelle is being paid, but it's not enough. She single-handedly changed my entire opinion of T-Mobile. Thanks again, Michelle!

Ben

 10 years ago (31-05-2015)

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