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Old November 23rd, 2010, 11:46 AM   #1 (permalink)
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Default Outsourced: Goodbye great customer service. Goodbye T-mobile.

Has anyone tried contacting customer service lately?

For the past month my wait times have always been 20 minutes plus and when I finally get a hold of someone it's obvious they are not american.

My wait times have never been over 5 minutes prior to this month and was always offered a "call back" if the wait was even that long. Not anymore.

This is total crap. Just because you claim to be america's largest 4G network doesn't mean you should do away with what your customers have liked about you all along.

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Old November 23rd, 2010, 05:05 PM   #2 (permalink)
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Called them about 4 times in the past month and every time I got a representative in less then 5 minutes. When I talked to them they all were girls (which I hate) but they all were knowledgeable, oh...and american.The girls also helped me out on some stuff I was really confused on and gave me some discounts. I think the customer service was pretty awesome. Only thing that I could complain about would be that they talked to me nonstop about android phones during the waiting time which is not a bad thing at all, just they go into their life stories sometimes lol.

Oh by the way, the reason I called so much because the my touch slide gets horrible reception and I had to send it back 3 times. The 4th call that i made yesterday was the call that meant something. It was the call ordering my new Mytouch4g
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Old November 23rd, 2010, 05:35 PM   #3 (permalink)
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I'm with Exaqtion. Short wait time when I can in and I get flag wavin' Americans. Always very helpful although sometimes they talk 100 mph.
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Old November 23rd, 2010, 05:38 PM   #4 (permalink)
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Originally Posted by nvillamob View Post
I'm with Exaqtion. Short wait time when I can in and I get flag wavin' Americans. Always very helpful although sometimes they talk 100 mph.
I was about to say the same thing. They talk so fast. lol
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Old November 25th, 2010, 12:57 AM   #5 (permalink)
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I'm with Exaqtion. Short wait time when I can in and I get flag wavin' Americans. Always very helpful although sometimes they talk 100 mph.
1,000,000 words per minute.
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Old November 25th, 2010, 01:22 PM   #6 (permalink)
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Maybe T mobile just got tired of me calling about this horse crap Slide.
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Old December 14th, 2010, 11:47 AM   #7 (permalink)
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So today I had a wait time of over 45 minutes.
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Old December 14th, 2010, 06:17 PM   #8 (permalink)
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I called TMo yesterday and got a call center that was clearly American. It was a very short wait and I got the usual excellent and very friendly service I've come to expect from them...
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Old December 15th, 2010, 09:17 AM   #9 (permalink)
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I too, have had to wait over 20 mins I've just been using their online chat system instead...much faster.
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Old December 15th, 2010, 12:56 PM   #10 (permalink)
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http://www.youtube.com/watch?v=_-ryGoal04c
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Old December 15th, 2010, 09:24 PM   #11 (permalink)
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Wow tmo doesn't like you very much, i guess. Looks like your account has indeed been flagged. Never ever wait longer than 5, maybe ten min max, and always American people.
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Old December 15th, 2010, 10:21 PM   #12 (permalink)
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FYI: Flexpay (prepaid) accounts get overseas support 99% of the time. Very poor VOIP delays, hard to understand accent.

So we pay in advance and get 2nd class support. Nice BTW, while waiting they claim #1 support by JD power. Total crap!
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Old December 19th, 2010, 04:47 AM   #13 (permalink)
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Wowwie 45 minutes
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Old December 22nd, 2010, 09:15 PM   #14 (permalink)
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You must have bad tenure.
Either you make late payments, or you don't pay too much on your cellphone plan, or maybe you have complained too much.

Either way, you wouldn't admit it even if it was true
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Old December 27th, 2010, 02:07 PM   #15 (permalink)
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I accidentally locked my account on their website and had to call them to unlock it. 4 minutes after dialing, my account was unlocked.

Meanwhile, my phone has been on speaker playing horrible hold music for 19 minutes so far as I wait for Verizon to answer. First their automated menu sent me in circles until I hung up out of frustration. Hopefully this time I'll actually get through to a person that can help me. over 2 years ago T-Mobile was able to port my Verizon landline to their @Home VOIP service very quickly; same day I believe. It's been 2 weeks since Verizon first attempted to port that number to their VOIP service.

At this point I think I'll just call their billing department instead and see if I can get the VOIP removed from my account without losing a package discount. TMobile's @Home service has been flawless but they don't offer it anymore. If I disconnect I won't be able to go back to it if I leave Verizon. Leaving Verizon is looking more and more likely as their customer service incompetence is driving me nuts.

AAAARGH! It was 24 minutes when somebody finally picked up and they couldn't hear me and hung up!
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Old December 27th, 2010, 03:41 PM   #16 (permalink)
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Quote:
Originally Posted by rleal2010 View Post
You must have bad tenure.
Either you make late payments, or you don't pay too much on your cellphone plan, or maybe you have complained too much.

Either way, you wouldn't admit it even if it was true
I always pay on time. All $200 a month for 2 androids and now 1 HD7.

I have complained a lot with the slide though.
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Old April 25th, 2011, 10:14 PM   #17 (permalink)
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My experience with CSRs has been wonderful for near 10 years. That is why I am here.

However if and when the AT&T merger (takeover) is approved I will go to Verizon.

AT&T is the worst customer service on the planet (I have a plan with my IPAD), TMobile is the best.

Verizon is in the middle.

Perry
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