It was supposed to be a simple replacement procedure after spending hours on T-mobile customer service line and waiting 10 days for the replacement to be shipped to this store . However, the manager and 2 reps could not tell if an iPhone has a water damage after repeated examinations. During this time I felt they treated me with a suspicion! Awful feeling! I had to wait there humiliated for 15 more minutes or so while they were calling to T-mobile customer service. Finally, they came up with a verdict that they can not accept my phone unless I get it tested at Apple store. They said they do not want to be penalized 400$-650$ for taking my iPhone in case it had a water damage. I had drive to Apple Pasadena and get a 'no water damage' statement. Total, I waited 12 days to get a replacement phone and spent more than 6 hours on customer service line including a trip to Apple and 3 trips to this T-mobile store. I got this kind of service after I have been paying $12/mo for their Jump insurance.
So Sunday afternoon me and my sister went to go upgrade our phones at the Valley Mall the T Mobile store. They use to have another manager which was really helpful by the name of Monica but now they got a new manager his name is Jose and he is the most rude person ever this premium retailer of t-mobile is wasting their money funding that store. Customers are going to run away with him being this rude even myself I'm thinking about moving to Verizon I wouldn't mind spending the 20 or 3o extra dallors a month just to get better customer service. that day when we went in he pulled his employees out he was yelling at them, while customers were walking by heads were turning and honestly that's not right. Besides THE MANAGER, all the employees are really helpful especially Anna she helped me and my sister with every question and well as another gentleman with glasses. Unfortunately I didn't catch his name. If the manager wasn't so rude they would get the 5 stars honestly