Outsourced: Goodbye great customer service. Goodbye T-mobile.


  1. mwl1119

    mwl1119 Well-Known Member

    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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  2. Exaqtion

    Exaqtion Well-Known Member

    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 :)
  3. nvillamob

    nvillamob Well-Known Member

    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.
  4. Exaqtion

    Exaqtion Well-Known Member

    I was about to say the same thing. They talk so fast. lol
  5. UnknownAlly

    UnknownAlly Well-Known Member

    1,000,000 words per minute.
  6. mwl1119

    mwl1119 Well-Known Member

    Maybe T mobile just got tired of me calling about this horse crap Slide.
  7. mwl1119

    mwl1119 Well-Known Member

    So today I had a wait time of over 45 minutes.
  8. Tangent

    Tangent Well-Known Member

    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...
  9. trav2001

    trav2001 Well-Known Member

    I too, have had to wait over 20 mins :( I've just been using their online chat system instead...much faster.
  10. behold_this

    behold_this Well-Known Member

    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.
  11. spongebobnopants

    spongebobnopants Well-Known Member

    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!
  12. UnknownAlly

    UnknownAlly Well-Known Member

    Wowwie 45 minutes
  13. rleal2010

    rleal2010 Well-Known Member

    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 :)
  14. Tangent

    Tangent Well-Known Member

    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!
  15. mwl1119

    mwl1119 Well-Known Member

    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.
  16. pkincy

    pkincy Member

    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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