Has T-Mobile Customer Service Taken A Turn For The Worse?

After T-Mobile’s loss of the JD Power Customer Care award and a continuously growing stream of emails regarding unusually long wait times we begin to wonder just what exactly is going on with T-Mobile’s award winning customer service department. Well someone’s ears were ringing as two sources answered our question with a confidential look at what could be to blame. We’ve received two pieces of information that give us at least some form of an answer as to why T-Mobile’s customer service seems to have dropped from the top spot.

The first is related to the above image as T-Mobile has removed the ability to bypass the automated calling system pass Go and collect $200 instead requiring the customer to input a phone number to properly route the person to the correct place. T-Mobile says it’s taking this step in order to properly route customers and better answer of questions. I say its just another step in ensuring longer wait times by placing customers into a longer queue.

The second is a little more detailed and something we have to be a little more selective on our word choices as we were asked only to post certain things. The short version of the story is that in the past 12 months T-Mobile call centers have seen, in some cases a drastic reduction in staffing, outsourcing and as of late a drop in morale as almost every center believes they are closing when the AT&T deal finalizes. While call volume remains steady, reductions in staffing have lead to very high hold times and a whole lot of customer unhappiness. Our inbox speaks to that. Some call centers have seen reductions in staffing by the hundreds since early this year with some centers looking to further cut staffing as 2011 continues. In fact, some employees responsible for training new employees in the United States call centers are now being sent overseas to handle increases in staffing abroad.

So is T-Mobile looking to downsize ahead of the merger or are they looking to cut costs with outsourced service centers? Either way there is a clear indication that something is going on and there is something behind the recent spat of disappointed loyal T-Mobile customer complaints about lengthy hold times. We’ve begun to really hear a large number of complaints from our readers about call wait times including one reader, Anthony who has tried over the last 5 days just to get someone on the phone and has waited at least 45 minutes each time being unable to do so. Anthony has called from his T-Mobile phone and a desk phone without including his own number.

We’ve been unable to confirm all of the specifics contained within our ninja info but we have no reason to suspect it is incorrect based on the information we are hearing from everyday T-Mobile subscribers who are finding more and more calls being handled by overseas agents. For the moment we are growing increasingly concerned about the direction T-Mobile is headed as we begin the countdown to the AT&T takeover decision. Slowly but surely it looks like the T-Mobile we know and love is becoming the AT&T Death Star, even if the deal doesn’t go through we wonder what a post AT&T takeover talk T-Mobile would look like.

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  • Red

    T-mobile is dead. Long live T-mobile

  • Karolinakydd26

    I EXPERIENCED THIS FIRST HAND 3 HOURS AGO…LETS JUST SAY IF I WAS TO GRADE ON A SCALE OF 1-10 1 BEING THE WORST…THATS THE GRADE I WOULD GIVE IT A 1…AND WHEN I GOT TO THE LIVE REP SHE WAS NOT THE NICEST…AND TO END THE COVERSATION ALL  I GOT WAS    LIVE AGENT: “WAS THAT IT SIR”  ME: “YES”  LIVE AGENT:  “GOODBYE” (PHONE CLICKS OFF)

  • Karolinakydd26

    I EXPERIENCED THIS FIRST HAND 3 HOURS AGO…LETS JUST SAY IF I WAS TO GRADE ON A SCALE OF 1-10 1 BEING THE WORST…THATS THE GRADE I WOULD GIVE IT A 1…AND WHEN I GOT TO THE LIVE REP SHE WAS NOT THE NICEST…AND TO END THE COVERSATION ALL  I GOT WAS    LIVE AGENT: “WAS THAT IT SIR”  ME: “YES”  LIVE AGENT:  “GOODBYE” (PHONE CLICKS OFF)

  • Karolinakydd26

    I EXPERIENCED THIS FIRST HAND 3 HOURS AGO…LETS JUST SAY IF I WAS TO GRADE ON A SCALE OF 1-10 1 BEING THE WORST…THATS THE GRADE I WOULD GIVE IT A 1…AND WHEN I GOT TO THE LIVE REP SHE WAS NOT THE NICEST…AND TO END THE COVERSATION ALL  I GOT WAS    LIVE AGENT: “WAS THAT IT SIR”  ME: “YES”  LIVE AGENT:  “GOODBYE” (PHONE CLICKS OFF)

  • Karolinakydd26

    I EXPERIENCED THIS FIRST HAND 3 HOURS AGO…LETS JUST SAY IF I WAS TO GRADE ON A SCALE OF 1-10 1 BEING THE WORST…THATS THE GRADE I WOULD GIVE IT A 1…AND WHEN I GOT TO THE LIVE REP SHE WAS NOT THE NICEST…AND TO END THE COVERSATION ALL  I GOT WAS    LIVE AGENT: “WAS THAT IT SIR”  ME: “YES”  LIVE AGENT:  “GOODBYE” (PHONE CLICKS OFF)

  • Anonymous

    Rest in Peace

  • Anonymous

    Rest in Peace

  • Jomaxwel

    I do hate outsourcing of customer care. How can someone across the world have any clue about a phone they have never used. I have noticed this more and more with tmobile. And got to the point if I get a outsourced call center I just hang up. I always loved thirty customer care now not so much.

  • Anonymous

    I think they are getting ready to act like AT&T customer service reps if the merger goes through.

  • Stevegav

    I experienced this just the other day when I PUK-Locked my phone by accident. If I didn’t get rid of all my extra phones recently, I would have smashed my phone into a million little pieces. No joke.

    Not only does it not do what you want it to do, it hangs up on you after it doesn’t understand you. Not my fault the stupid voice prompt doesn’t have a “i accidentally puk-locked my device” option. A-holes.

  • CustomerCareRep

    “NATURAL ATTRITION” is how AT&T plans to avoid layoffs….the metrics that T-Mobile Reps have to meet to keep their job is beyond impossible….this is why its turning shitty.   

    • theWayofThings

      You forgot to mention that the metrics are generally increased every month, making it more and more difficult to survive… you may be able to meet enough to make it one month, but the bar is raised the next month and you won’t be able to reach it, no matter how hard you try… T-Mobile is a CSR Slaughterhouse…

    • theWayofThings

      You forgot to mention that the metrics are generally increased every month, making it more and more difficult to survive… you may be able to meet enough to make it one month, but the bar is raised the next month and you won’t be able to reach it, no matter how hard you try… T-Mobile is a CSR Slaughterhouse…

    • theWayofThings

      You forgot to mention that the metrics are generally increased every month, making it more and more difficult to survive… you may be able to meet enough to make it one month, but the bar is raised the next month and you won’t be able to reach it, no matter how hard you try… T-Mobile is a CSR Slaughterhouse…

    • theWayofThings

      You forgot to mention that the metrics are generally increased every month, making it more and more difficult to survive… you may be able to meet enough to make it one month, but the bar is raised the next month and you won’t be able to reach it, no matter how hard you try… T-Mobile is a CSR Slaughterhouse…

  • John007

    I’ve made two calls to the customer service department in the last 7 days. The first was answered by a local representative and I was surprised at how unhelpful she was. The second call was answered by someone in India. I thought it was a joke, but in the end she took care of my problem. Yes, our lovely Magenta is going downhill and it’s even more evident in the local store.

    • twund

      This story is not true in my opinion. I have called customer service many, many times in the past year. This has been going on far longer, I would say since last July. Unless Tmobile knew about this merger since then, an AT&T merger is not the reason. Just another Joe Schmoe American Corp. Selling America out. You wanna get through to a live person in less then 2 minutes, at the prompt say “loyalty department”. Works everytime, then the system will ask if you want to discuss you account? You reply “yes”…. Wham bam your on with someone in retentions. Plus retentions are the best reps, will give you better service, better deals.

    • twund

      This story is not true in my opinion. I have called customer service many, many times in the past year. This has been going on far longer, I would say since last July. Unless Tmobile knew about this merger since then, an AT&T merger is not the reason. Just another Joe Schmoe American Corp. Selling America out. You wanna get through to a live person in less then 2 minutes, at the prompt say “loyalty department”. Works everytime, then the system will ask if you want to discuss you account? You reply “yes”…. Wham bam your on with someone in retentions. Plus retentions are the best reps, will give you better service, better deals.

  • Steve

    I am surprised TMO would go the outsourcing route after the disastrous Flex Pay.  As an employee that had to personally attempt to deal with Flex Pay Care, outsourcing to people who go against the former TMO grain and only see everything as black and white, does a disservice to customers who have consistently seen attempts by mainland Care reps to work within the “gray” area.  They do whatever is possible to assist and make customers happy.  The outsourced people (oh please, your real name is not Mike or Sara).  Hopefully, the takeover NEVER goes through, DT gets their $6 billion and puts TMO USA back on top.

  • xnifex

    Seems like the heads at tmo are purposely sabotaging the service to get the merger to go through. This sucks :(

  • Anonymous

    The scoring was within points of Verizon.

    Sure, there might be more calls being routed overseas but it was NOT a drastic drop in scores nor was it last place.

  • Steve

    I am surprised TMO would go the outsourcing route after the disastrous
    Flex Pay.  As an employee that had to personally attempt to deal with
    Flex Pay Care, outsourcing to people who go against the former TMO grain
    and only see everything as black and white, does a disservice to
    customers who have consistently seen attempts by mainland Care reps to
    work within the “gray” area.  They do whatever is possible to assist and
    make customers happy.  The outsourced people (oh please, your real name
    is not Mike or Sara) don’t know from any gray area and, if it’s not your normal standard question, you get either no answer or the wrong answer..  Hopefully, the takeover NEVER goes through, DT
    gets their $6 billion and puts TMO USA back on top.

  • Not One in Particular

    Without giving away too much information, the second part of your article is spot on especially in my center. Certain call centers were taken “off-line” so to speak regarding the standard amount of calls taken. My center has likely taken only 50-70% of the calls compared to a few months ago. No new employees have been hired since April and with the large turnover of a call center anyways, the number of reps has dropped by 20% or more since the merger was announced. With so many signs pointing to a pending closure of the building, many reps have pursued other opportunities while some have been fired due to performance. No new reps and less calls mean I am not surprised to hear of longer waits, especially if the same is happening everywhere.

  • Jabombardier

    Sad. I guess i was lucky. A few weeks ago my wait time was less than 3 minutes.

    • Camille

      I’ve made two calls within the last week with almost the same result.  Got through within 5 minutes, and the reps were very helpful and resolved my issues.  Guess it’s just the luck of the draw.

  • CSR

    I love how as an employee I have to go here to find out this type of stuff out. We knew about the change in the IVR but not the other stuff. And also makes me wonder what tmonews is not saying. We all know they know more than we do.

  • Jonathan from LA

    I’ve noticed that too and now it makes sense. It takes a lot longer to talk to a live agent I hate that. I think that changed like a week ago. Anyways ever since the announcement of the merger their customer service has gone down a lot. I actually regret signing a 2 yr contract and purchasing a g2x, wish I would’ve signed with sprint

  • Jonathan from LA

    I’ve noticed that too and now it makes sense. It takes a lot longer to talk to a live agent I hate that. I think that changed like a week ago. Anyways ever since the announcement of the merger their customer service has gone down a lot. I actually regret signing a 2 yr contract and purchasing a g2x, wish I would’ve signed with sprint

  • guest

    Also CSR now gets commission on resigning contracts and are graded on revenue and phone time. They are now “sales people” but often dont right fit customer or tell them whole story. Its not all their fault there is pressure from call center managers to hit certain numbers.

    • Fnkeefresh

       CSR’s do NOT get commission for resigning contracts.  Just like every job there are certain goals that need to be met, but contract’s is NOT a metric that Customer service has.

      • TMOrep

        You are wrong, we are required to renew contracts on a certain percentage of our calls and it is strongly measured. We don’t get commission but if we meet or exceed our contract renewal goal we do get a bonus. The metric for contracts is called RPPH (Renewals per productive hour) 

      • TMOrep

        You are wrong, we are required to renew contracts on a certain percentage of our calls and it is strongly measured. We don’t get commission but if we meet or exceed our contract renewal goal we do get a bonus. The metric for contracts is called RPPH (Renewals per productive hour) 

        • theWayofThings

          Yeah but how realistic is it for the average rep to meet all the goals necessary to get that bonus?  How high must their SPH be? How High must their RPPH be?  How low must their CRT be? How low must their Trans/Cons be? How low must their iOCR be? How high must there VOB be? How high must their VOC be?

          Knowing that missing any single one of those metrics will kill their bonus and that the metrics are mostly contradictory of each other, it is essentially saying that the reps work for no commission…

        • theWayofThings

          Yeah but how realistic is it for the average rep to meet all the goals necessary to get that bonus?  How high must their SPH be? How High must their RPPH be?  How low must their CRT be? How low must their Trans/Cons be? How low must their iOCR be? How high must there VOB be? How high must their VOC be?

          Knowing that missing any single one of those metrics will kill their bonus and that the metrics are mostly contradictory of each other, it is essentially saying that the reps work for no commission…

  • Dan

    What you are missing is that T-mobile actually caught up to Verizon in the past few months on the JD Power survey. In fact, T-Mobile had the highest scores over the past few results. The reason T-Mobile lost was because of major low scores around March. If wasn’t for that, T-mobile would have won the JDP again. 

    The IVR change just happened, so there is no way that could have been involved in the survey results. It seems Tmo news is no longer a T-mobile supporter. Almost all the articles you are publishing are very biased now days. I used to enjoy coming to this site. 

    • OKDave

      Do you want TMO *news*, or do you just want TMobile sunshine blown up your handset? Geez, remove your lips from Tmobile’s posterior. 

    • OKDave

      Do you want TMO *news*, or do you just want TMobile sunshine blown up your handset? Geez, remove your lips from Tmobile’s posterior. 

    • OKDave

      Do you want TMO *news*, or do you just want TMobile sunshine blown up your handset? Geez, remove your lips from Tmobile’s posterior. 

    • My job and my responsibility is to report the news as I see fit. This is a T-Mobile fan site at its core so of course we all want to write rosy things about the company we love. Sadly that isn’t the case lately as a lot of decisions and circumstances require critique. If you want sunshine news, give me something to report that is sunshiny and I’ll run it. 

    • My job and my responsibility is to report the news as I see fit. This is a T-Mobile fan site at its core so of course we all want to write rosy things about the company we love. Sadly that isn’t the case lately as a lot of decisions and circumstances require critique. If you want sunshine news, give me something to report that is sunshiny and I’ll run it. 

  • FCB02062

    as much as i hate to admit it, the tmobile that we knew and loved is long gone.  for the last 8 years as a customer my calls to cust svc were always answered quickly and within reason (no, i didn’t expect my call to be picked up right away), usually only requiring a few button presses or spoken words, now, forget it.  takes forever.  i’ve also noticed it in the retail stores.  i feel so bad for those people working there, i wonder if they feel like they’re on a sinking ship.  i went to a corporate store today and the two guys working there seemed dead to the world, like the life had been sucked out of them.   i hope all of the tmo employees keep their jobs because it’s an awful, awful thing to be unemployed, especially if you have a family.  my thoughts and prayers are with all you guys as I hope you don’t loose your jobs….best of luck!  oh, and by the way, at&t SUCKS!   

  • India and Thailand are not outsource areas for Tmo. Those are the Philippines and Panama. Those two are also  for Flexpay accounts, not regular customer accounts. There is also a “constant caller” queue for those that constantly call in to Customer Care. That queue puts people that call too often in to customer care into a special queue where they can sit and wait for a representative to help. It is that way to help deter unnecessary calls.

    • Dely

      I can vouch for the Philippines. I used to work for a company that outsourced the help desk to the Philippines and I had to call them to report a server was down all the time. I learned the accent from people in the Philippines. The people I have talked to recently at T-Mobile definitely sound like outsourced help desk for the company i used to work for.

  • India and Thailand are not outsource areas for Tmo. Those are the Philippines and Panama. Those two are also  for Flexpay accounts, not regular customer accounts. There is also a “constant caller” queue for those that constantly call in to Customer Care. That queue puts people that call too often in to customer care into a special queue where they can sit and wait for a representative to help. It is that way to help deter unnecessary calls.

  • OKDave

    I’ve always enjoyed a pleasant customer service experience on the times I spoke to TMobile – until the last two weeks. 

    I had to interact with their INFURIATING automated call agent just the other day, and what an insolent, ATTesque experience it was.

    Poorly trained agents who don’t know their own service plans, inconsistent answers regarding termination fees, agents who insist on trying to upsell to more expensive plans, and, frankly, agents who won’t listen to you ask a question. I spoke with someone *today* who would *not* listen to my question as I repeated it *three* times – she insisted upon answering the question *she* decided I was asking. It sounds like AT&T has already moved in. 

  • OKDave

    I’ve always enjoyed a pleasant customer service experience on the times I spoke to TMobile – until the last two weeks. 

    I had to interact with their INFURIATING automated call agent just the other day, and what an insolent, ATTesque experience it was.

    Poorly trained agents who don’t know their own service plans, inconsistent answers regarding termination fees, agents who insist on trying to upsell to more expensive plans, and, frankly, agents who won’t listen to you ask a question. I spoke with someone *today* who would *not* listen to my question as I repeated it *three* times – she insisted upon answering the question *she* decided I was asking. It sounds like AT&T has already moved in. 

  • OKDave

    I’ve always enjoyed a pleasant customer service experience on the times I spoke to TMobile – until the last two weeks. 

    I had to interact with their INFURIATING automated call agent just the other day, and what an insolent, ATTesque experience it was.

    Poorly trained agents who don’t know their own service plans, inconsistent answers regarding termination fees, agents who insist on trying to upsell to more expensive plans, and, frankly, agents who won’t listen to you ask a question. I spoke with someone *today* who would *not* listen to my question as I repeated it *three* times – she insisted upon answering the question *she* decided I was asking. It sounds like AT&T has already moved in. 

  • theWayofThings

    I’ve been saying for months that T-Mobile has declared war on its Customer Service reps.. and by proxy, its customers as well.. Not only are reps being fired left and right, for the most minimal of reasons or being pressured to the point of quitting by constant harassment and threats by management and increasingly difficult metrics, but also calls that should be going to Tech Care are being routed to Customer Care, so there are hundreds of calls waiting in Customer Care, while Tech Care reps are being sent home because of nothing to do… it makes the reps bitter, it makes the customers bitter, and it makes the company money.

    The reps have no protection, no voice, and no chance… and the customers will suffer for it…

    • True because my call twice was clearly to Technical support (Tech Care) & they routed me right directly to Customer Care.

    • True because my call twice was clearly to Technical support (Tech Care) & they routed me right directly to Customer Care.

  • OKDave

    Ahh, the last gasping response from a dying company – blame the customers for their problems.

    You don’t get it, W. Daniel Fitchel. The customer service line is *just that* a *customer SERVICE* line. You are there to HELP US. It isn’t there to make *your* job rosy and delightful. Do you know how much I (and others) LOATHE talking to those idiot voice response systems? Do you know how much effort I go through to beat them, or get around them because they refuse to let *me* control the experience? In case you forgot, W. Daniel Fitchel, WE ARE THE CUSTOMERS. WE PAY THE BILLS. 
    Don’t blame your customers for the inadequacies of your own customer support system.

  • OKDave

    Ahh, the last gasping response from a dying company – blame the customers for their problems.

    You don’t get it, W. Daniel Fitchel. The customer service line is *just that* a *customer SERVICE* line. You are there to HELP US. It isn’t there to make *your* job rosy and delightful. Do you know how much I (and others) LOATHE talking to those idiot voice response systems? Do you know how much effort I go through to beat them, or get around them because they refuse to let *me* control the experience? In case you forgot, W. Daniel Fitchel, WE ARE THE CUSTOMERS. WE PAY THE BILLS. 
    Don’t blame your customers for the inadequacies of your own customer support system.

    • Fnkeefresh

       I work in a call center (not t-mobile), and can understand where the rep is coming from, when someone calls in to make a payment and has no questions about their bill, then gets mad because you advise them there is a fee for paying with a rep…you end up transferring them back the THE AUTOMATED SYSTEM!  T-mobile only charges 5 or 7 dollars for payments, the company I work for charges 15, and I know my cable company charges 20.00…if you are choosing to talk to customer care for something they can’t do instead of telling the automated system what you need and getting routed to the right place, that is your own damn fault. 

    • Fnkeefresh

       I work in a call center (not t-mobile), and can understand where the rep is coming from, when someone calls in to make a payment and has no questions about their bill, then gets mad because you advise them there is a fee for paying with a rep…you end up transferring them back the THE AUTOMATED SYSTEM!  T-mobile only charges 5 or 7 dollars for payments, the company I work for charges 15, and I know my cable company charges 20.00…if you are choosing to talk to customer care for something they can’t do instead of telling the automated system what you need and getting routed to the right place, that is your own damn fault. 

    • Fnkeefresh

       I work in a call center (not t-mobile), and can understand where the rep is coming from, when someone calls in to make a payment and has no questions about their bill, then gets mad because you advise them there is a fee for paying with a rep…you end up transferring them back the THE AUTOMATED SYSTEM!  T-mobile only charges 5 or 7 dollars for payments, the company I work for charges 15, and I know my cable company charges 20.00…if you are choosing to talk to customer care for something they can’t do instead of telling the automated system what you need and getting routed to the right place, that is your own damn fault. 

  • Jaygqitalia

    Everytime i call it says ” you will experience extremely long wait times ” and nobody comes to the phone. Surprisingly, even time i make my number restricted , i get right through. Wierd

    • Jaygqitalia

      wow i just called and got the same thing .. then i called again and said customer care over and over , and the automatic voice said ” since i cant understand the reasoning for your call, im going to disconnect you “. WTF thats a first

    • Jaygqitalia

      wow i just called and got the same thing .. then i called again and said customer care over and over , and the automatic voice said ” since i cant understand the reasoning for your call, im going to disconnect you “. WTF thats a first

      • Jaygqitalia

        Can NOT BELIEVE i cant say Customer Care or Agent to automatically get to talk to someone.

      • Jaygqitalia

        Can NOT BELIEVE i cant say Customer Care or Agent to automatically get to talk to someone.

      • Jaygqitalia

        Can NOT BELIEVE i cant say Customer Care or Agent to automatically get to talk to someone.

  • Jaygqitalia

    Everytime i call it says ” you will experience extremely long wait times ” and nobody comes to the phone. Surprisingly, even time i make my number restricted , i get right through. Wierd

  • Anonymous

    Yes it has.  I can testify to that!

  • Anonymous

    THe ship is sinking folks. THey’ve bailed on their number 1 positive which had always been customer care. Well, I guess we just get used to it or jump ship.   I doubt they’ll do anything to change this.

  • Anonymous

    THe ship is sinking folks. THey’ve bailed on their number 1 positive which had always been customer care. Well, I guess we just get used to it or jump ship.   I doubt they’ll do anything to change this.

  • Ash

    Yeah I got that when I called the other day…..Didn’t like it, not one bit.

  • Ash

    Yeah I got that when I called the other day…..Didn’t like it, not one bit.

  • RALPHEXANTUS

    Tmobile is getting worst i had problem with my galaxy s4g and now they send me a tmobile g2 not a new one a broken one and every time i try to call them it’s a problem i’m seriously thinking on leaving them because i’m getting tired of their nonsense.

  • Yancy

    Test.

  • Yancy

    Test.

  • AU

    I used to like to call t-mobile when I had a problem now every time I call them its a headache and I can never get anything resolved. Its complete bull crap!

  • AU

    I used to like to call t-mobile when I had a problem now every time I call them its a headache and I can never get anything resolved. Its complete bull crap!

  • Gerryf19

    Well, there it is. I’ve been waffling the past month on what to do now that my contract has expired. This article clinched it. Outsourcing, crashing morale among employees, complete management idiocy on what plans they want to sell and an outright management decision to throw in the towel because of the inevitable ATT acquisition.

    I’ve gone from the doubting the purchase would ever be allowed due to accepting the inevitable that Tmobile is circling the drain.

    It saddens me to say this, but it looks like I’m heading to Sprint….

    • Smith

      I think AT&T&T-mobile is a done deal. Already they say in AT&T ads “AT&T and T-Mobile Together blah blah”.

      And the way T-Mobile acts now it clearly shows they don’t care anymore and customer service went from bad to worst. They make you wait for almost one hour to answer and at the end not really helping you. Even say “well you can cancel your account if you like”. Where on earth a company act like that if they want to do business unless they don’t care anymore.

      They will got their money and it is a done deal for them. T-Mobile is already dead (even tough it is not official yet).

  • Gerryf19

    Well, there it is. I’ve been waffling the past month on what to do now that my contract has expired. This article clinched it. Outsourcing, crashing morale among employees, complete management idiocy on what plans they want to sell and an outright management decision to throw in the towel because of the inevitable ATT acquisition.

    I’ve gone from the doubting the purchase would ever be allowed due to accepting the inevitable that Tmobile is circling the drain.

    It saddens me to say this, but it looks like I’m heading to Sprint….

  • Jonathan3579

    Oh this happened to me yesterday. I am ready to cancel my line with them and leave. Not a single problem was resolved and i was transferred to some poor bastard who’s first language isn’t English. Well, mine is and I want to speak with someone who can properly understand my issues. I don’t want some script read to me and I don’t want to struggle understanding what I am being told. Never have I been so frustrated that I had to tell a rep to go f**k themself but I got nowhere after being on hold for over an hour. If this is the new T-Mobile then I suppose there’s no other choice but to abandon ship.

    • Jonathan3579

      Excuse the typos. I’m writing this from my phone.

  • Jonathan3579

    Oh this happened to me yesterday. I am ready to cancel my line with them and leave. Not a single problem was resolved and i was transferred to some poor bastard who’s first language isn’t English. Well, mine is and I want to speak with someone who can properly understand my issues. I don’t want some script read to me and I don’t want to struggle understanding what I am being told. Never have I been so frustrated that I had to tell a rep to go f**k themself but I got nowhere after being on hold for over an hour. If this is the new T-Mobile then I suppose there’s no other choice but to abandon ship.

  • Jonathan3579

    Oh this happened to me yesterday. I am ready to cancel my line with them and leave. Not a single problem was resolved and i was transferred to some poor bastard who’s first language isn’t English. Well, mine is and I want to speak with someone who can properly understand my issues. I don’t want some script read to me and I don’t want to struggle understanding what I am being told. Never have I been so frustrated that I had to tell a rep to go f**k themself but I got nowhere after being on hold for over an hour. If this is the new T-Mobile then I suppose there’s no other choice but to abandon ship.

  • David

    The answer is: Yes! Yes! And Yes!

    It is sad to see they went form the best to the worst. I can’t believe they talk and take care of stuff these days. You have to wait for a long time and at the end they seems like they don’t care and not really want to help.

    Ver sad days for T-Mobile customers.

  • Tricky1124

    Just say cancel and it sends you to a real rep real quick

  • I am about to switch carrier and come to TMO from AT&T, mainly because of their cheap rates. Is it worth at this point when they are going to merge back into AT&T. Also when people are talking about their bad service.

    thx.

    • DetroitTechnoFan

      Get prepaid. At least then you know you can always bail.

    • Mopar6464

      Go prepaid with Simple Mobile.
      T-Mobiles network for $60./month all fees and taxes included.

  • Anonymous

    I really loved the customer service T-Mobile had…it was the one thing I prided in having been a customer with this company.  When other people complained about their cellphone companies’ lack of customer support, this was the one thing I could brag about.  But as of late things haven’t been the same.  When I renewed my plans they had canceled my text service without me knowing which was billed to us in the high $300s.  I called to fix this problem, which I wouldn’t have caught if they hadn’t informed me of some other overages.  After three hours on the phone (after being cut twice and not getting a call back) they said they would fix it.  A week later it wasn’t fixed and it took another two and a half hours to finally resolve it.  I know this a job to them and it probably isn’t as rewarding as some other occupation, but I’ve worked as a customer service rep before and people need to just suck it up and do the best they can.

  • FloridaPhil

    I have called T-Mobile twice this week and have 2 minute wait times to speak with a US based service rep who gave me the same excellent service I have always had from T-Mobile.

    No complaints from me.

  • luis Montoya

    i have called a couple of times theese past 2 months and the reps have been horrible!

    I wait on the line for like 20 minutes and then they cut me off in the middle of the call with “bad connection” and i had 4 4g bars on my phone >:(

    • You just reminded me of all the magically dropped calls when speaking with Sprint CS. Wow. I totally forgot all about that! Been with Verizon for 4-5 years now.

    • You just reminded me of all the magically dropped calls when speaking with Sprint CS. Wow. I totally forgot all about that! Been with Verizon for 4-5 years now.

  • DumbDan

    One more thing dan. You do realize that most the people on this site are against the merger. which means most the people on this site want us to keep our jobs. and your talking **it about all of them. You sir are an idiot.

    • Richardthegrape

      I’m a customer, when I read his comment; I didn’t get any vibe he was talking sh**. It’s true, we should be self sufficient when possible, instead of lazy jerk-offs.

  • David

    Would an agreement forced by AT&T as part of the “deal” be to lower “customer service” to the same level AT&T has?  That way IF, hope not, it does happen it will be a smoother transition as folks would have been trained to accept LONG wait times and POOR customer service.  Top management are able to hold their jobs while day-to-day staff lose theirs…Normal AT&T practices…

  • jarjon76

    Despite what a lot of drama queens are saying, I still receive very good CS from T-Mobile. Then again, I don’t call with an attitude or expecting things for free just because I’ve been with them for years and pay my bill on time. I also don’t call them every 5 mins for every “problem”–I only call when I truly need assistance. Most of the time, any question I have can be answered, for free, online.

    I’m sure some of these complaints are valid, but I suspect most of them are leaving out details as to the true reasons they’re being hung up on or not being helped. I’ve worked in retail, and did for many years, so I can sniff out THOSE types of customers. I think that’s what we’re seeing here. It goes with the territory.

    • Jonathan3579

      My complaint was about an unauthorized line which was removed but my corporate discount was never added. Regardless of what some might think, that 17% off makes a huge difference. In addition to that my number was ported from Sprint and I was told there was a promotion for $10 a month for 20 months. So I believe my complaint was valid.

      • jarjon76

        Like I said in my previous post, some of the complaints are valid. I don’t know you’re situation, but if you’re telling the entire story then you do have a valid complaint. My post was directed to those who verbally abuse or want, want, want when they call. 

        • theWayofThings

          I agree with you to an extent.. and perhaps a bit beyond… The level of care given by T-mobile has dropped significantly.. Customers used to be able to call in and get a rep that was expected by management to look the account over and make sure the customer had the best deal going, even dropping their monthly service charges when it was the right thing to do.. Also the reps were trained to give the customer whatever they griped long enough about.. undeserved credits galore…

           it’s not that way anymore… it is sell the customer something and damned if the rep removes something.. and credit is a foreign word.. It’s not the reps’ fault or really the customers’ fault.. the reps were trained to give the customers the world, the customers were trained to expect the world.. now T-mobile wants to do a 180 and give the customers nothing but sell them them everything they don’t want.. The reps are struggling with this and it is nothing short of a nightmare at the call centers where they see their fellow reps being fired left and right because they weren’t hired to be salesmen.. they were hired to help.. not to sell..

        • theWayofThings

          I agree with you to an extent.. and perhaps a bit beyond… The level of care given by T-mobile has dropped significantly.. Customers used to be able to call in and get a rep that was expected by management to look the account over and make sure the customer had the best deal going, even dropping their monthly service charges when it was the right thing to do.. Also the reps were trained to give the customer whatever they griped long enough about.. undeserved credits galore…

           it’s not that way anymore… it is sell the customer something and damned if the rep removes something.. and credit is a foreign word.. It’s not the reps’ fault or really the customers’ fault.. the reps were trained to give the customers the world, the customers were trained to expect the world.. now T-mobile wants to do a 180 and give the customers nothing but sell them them everything they don’t want.. The reps are struggling with this and it is nothing short of a nightmare at the call centers where they see their fellow reps being fired left and right because they weren’t hired to be salesmen.. they were hired to help.. not to sell..

        • Jonathan3579

          All I wanted was my corporate discount added back on from when I signed my contract back on May 11. I never asked to be transferred to some foreign idiot who asked me to give them all the information again when I was promised that my account would be returned exactly as it was from day 1. I was deliberately misled and the rep who transferred me said I would be called back within 5 minutes to verify everything went smoothly. It didn’t because I had to hang up out of frustration.

      • LC

        That discount was only available for business customers who were setting up a business account with T-Mobile and you wouldn’t have been able to add a corporate discount if you have a business account.

        • Jonathan3579

          Well, all of this was straight from the horses mouth – THE STORE MANAGER. I didn’t know of any promotions for porting your number over with the exception of the $125 Visa gift card via the switch2tmo promotional code. I’m not misinformed but the “T-Mobile employees” sure as hell are.

    • Jonathan3579

      My complaint was about an unauthorized line which was removed but my corporate discount was never added. Regardless of what some might think, that 17% off makes a huge difference. In addition to that my number was ported from Sprint and I was told there was a promotion for $10 a month for 20 months. So I believe my complaint was valid.

  • JZ_210

    I did the online Chat twice a couple of weeks ago, needed to get unlimited minutes on 2 of my 5 lines.  Both times all my questions were answered and I only went on there twice because I wasn’t sure if I wanted to change my plan the first time.  Both times the reps were very nice and helpful.  Got my plan changed with a lot more minutes than I had before and only 5 dollars more per month.  Was also given a 10 dollar credit because the rep took 5 minutes to change my plan.  Have Never had any problems with TMobile over the past 10 years.  

  • alejandropando

    ive had to talk to customer care a cpl times this week b/c of a data issue w/my blackberry. both times i called i got through to exactly where i needed to be. i also didnt experience a wait of more than two minutes on either call. both times the reps were very nice, as usual and we got the problems resolved. thankfully, i dont have to talk to cust. care often, but when i do, they are always nice, friendly and knowledgable. 

  • i called the other day , it took me 3 hours=180 mins to get a REP on phone, i first wanted to quit but then though 611 is free. chat is useless cos they do nothing other than explain the bills you already can look urself online, they always say call 611!

    • Guest

      Sounds like you’re bronze listed to me.. people that have abusive history towards reps will be placed at the bottom of the queue, so it could take that long to get answered.

      • WHATS THIS NONSENSE bronze listed thing? how you know all this extra wait for certain callers, who told you such  or are you  tmobile employee?

        today I called and it took me 2 mins to get a rep,  3 days ago it was 3 hours, so why ?
        I have been with them since their VOICESTREAM thing  and always been a good and on time paying customer and recently upgraded all my lines

      • WHATS THIS NONSENSE bronze listed thing? how you know all this extra wait for certain callers, who told you such  or are you  tmobile employee?

        today I called and it took me 2 mins to get a rep,  3 days ago it was 3 hours, so why ?
        I have been with them since their VOICESTREAM thing  and always been a good and on time paying customer and recently upgraded all my lines

        • The Bronze list exists. 

        • The Bronze list exists. 

        • j b

          Sprint has a queue that is like this, I believe if you are someone that always calls in because you dont like an answer and I mean more then 50 times a month with Sprint you could get put on this list. Don’t quote me I dont remember exactly how it works, but I can imagine other companies have the same system. 

        • jarjon76

          I don’t know if they still do this, but Sprint used to outright drop customers who were deemed “abusive” or who would verbally assault reps. They would send them a letter stated they were no longer Sprint customer, thank you, and have a nice day. I thought that was a great way to handle those who abuse the system.

        • Jcj19

          if it does it is for people that are calling just to try to get something that cannot be done and wasting the reps time! Why spend time with someone who is trying to get something for nothing, that is not a good business practice. People need to realize they are not going to get a free phone cause they messed up their current phone!

        • theWayofThings

          Jesus! You are an insufferable person.. I’m surprised David hasn’t put you on a Bronze list for this site.. everything post you make is a complaint.. you are the epitome of a never-gonna-be-happy customer and it’s no wonder that you are waiting for reps.. If you are so unhappy, go elsewhere.. pay the money that you claim t-mobile is screwing you out of all the time and pay the ETF and get the hell out! Just GO! GET! BE GONE!

          But I’ll bet no matter where you go.. you’ll be just as unhappy.. you’ll still find something to bitch endlessly about…

  • Mayhem

    When I called the other day I had to hang up because they were no help at all and i swear I heard the tv on in the background.

  • daghost

    this report is proof, along with them losing the award that the answer is yes. i used to call a lot because i needed to figure how things would run because i was switching the acct from my sis to my name.  after some time, i found myself on the loooooong waiting list. One time it took me well over an hour to get thru. once it switched to my name i guess they removed me from that list becase i no longer had that problem. i knew it was fishy because they used to give me an option to be called back instead of waiting, but then the option was removed.  then it came back. below i copied a comment from Cell Phone Chick who explained this very well.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Anonymous

      yesterday from Cell Phone Chick:Okay folks let me break it down for you.If you call in too much or get reported as a verbally abusive caller you will get routed to the “Bronze Queue” which is where you sit on hold for an eternity and if youare really lucky you will get a rep after sitting in the penalty box forever.Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc.So if you live in the Bronx you would most likely get an outsourced repif you called from home. But let’s say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep ina special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.At T-Mobile there are about 20 call centers (give or take) in the U.S.Tomy knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.If you have good ol’ PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn’t mean they are an outsourcer.I hope this clears up a few things.

    • Jcj1

      well if your that clueless why should they have to explain things repeatedly???  You can read above a 3rd grade level, at least I would hope you can!

  • DetroitTechnoFan

    I just called last week to upgrade my rate plan from 500 minutes a month to 1000, so I guess that’s why they gave me such good service!

  • DetroitTechnoFan

    I just called last week to upgrade my rate plan from 500 minutes a month to 1000, so I guess that’s why they gave me such good service!

  • DetroitTechnoFan

    I just called last week to upgrade my rate plan from 500 minutes a month to 1000, so I guess that’s why they gave me such good service!

  • DetroitTechnoFan

    I just called last week to upgrade my rate plan from 500 minutes a month to 1000, so I guess that’s why they gave me such good service!

  • Anonymous

    that’s what im gonna do. i terminated my contract and probably will be the only person with a g2x on prepaid, lol.

  • Anonymous

    that’s what im gonna do. i terminated my contract and probably will be the only person with a g2x on prepaid, lol.

  • Schippma

    I have always been a T-Mobile fan. However, I am beginning to think that T-Mobile is deliberately trying to sink the ship in order to get the AT&T deal approved by the DOJ and FCC. Now T-Mo can say ‘Well our customer service has gone down due to streamlining our business and cuttting costs to maintain profitability. And our post-paid subscriber numbers keep going down.’ T-Mo will continue to drop post paid subscribers, thus eliminating more jobs. The customers will get mad and leave, thus adding wood to the fire to get the AT&T deal approved. I am sure this is the way both companies outlined on how to get the deal approved behind closed doors. AT&T is not stupid and either is T-Mo. It is just a shitty business move but oh well, we live in the land of the ‘free’……

  • Schippma

    I have always been a T-Mobile fan. However, I am beginning to think that T-Mobile is deliberately trying to sink the ship in order to get the AT&T deal approved by the DOJ and FCC. Now T-Mo can say ‘Well our customer service has gone down due to streamlining our business and cuttting costs to maintain profitability. And our post-paid subscriber numbers keep going down.’ T-Mo will continue to drop post paid subscribers, thus eliminating more jobs. The customers will get mad and leave, thus adding wood to the fire to get the AT&T deal approved. I am sure this is the way both companies outlined on how to get the deal approved behind closed doors. AT&T is not stupid and either is T-Mo. It is just a shitty business move but oh well, we live in the land of the ‘free’……

  • Anonymous

    I called just today to ask a question. My call was answered right away. I was pleased. We’ll see how it goes after the merger.fingers crossed. I really have no confidence in AT& T.

  • Anonymous

    I called just today to ask a question. My call was answered right away. I was pleased. We’ll see how it goes after the merger.fingers crossed. I really have no confidence in AT& T.

  • We showed our loyalty to T-Mobile & they showed us their behinds. We fought to keep T-Mobile, & they fought to collect the higher Dollar’s of AT&T’s filthy pockets. T-Mobile you have failed us…..

    • Adrian Melson

      I hope you realize that T-Mobile did not sell themselves to AT&T.  T-Mobile is owned by a German company named Deutsche Telekom who made the decision to sell T-Mobile USA to AT&T for almost $40 billion

      • How do you tell somebody so much for their loyalty? I have been w/ T-Mobile for 7 years. You say it as if someone else is doing all this. T-Mobile apparently wants this buyout. Do you see “T-Mobile” trying to fight against the buyout? No…………. I’m fighting for them. Most people here are. Writing to the FCC, US State Congress, Petitions. I know who T-Mobile is owned buy, & I believe most people here do. Do your research. It’s just like saying, well you have such & such as a boss, but my boss Is doing illegal things to one of my co-workers I’m cool with. Sure my boss is over me, but I still have a say so, I may lose my job, but I should do what’s right. That’s how I feel about T-Mobile, yes they are owned by DT, & DT made this choice, but fight the fight. Do something. They aren’t doing anything. This is just my personal choice, decision, & opinion. Don’t talk about my loyalty, when I’ve brung a good $9,000+ in revenue to T-Mobile w/ over 14 phones/smartphones on my line, & my own personal individual plan, & what used to be a family plan. I have HAD every opportunity to leave, & I never did. I still stayed. It’s not even necessarily just this. I’m having other troubles with T-Mobile. This is just the icing on the cake. Talk what you know, & not what you think.

        • Anonymous

          This is not the same as your example at all.  There is nothing legally or morally wrong with what DT is doing.  It definitely doesnt make a lot of people happy, I for one am not happy, but T-Mobile is not independent of DT and so they can not fight against their parent company.  An employee works for their boss but does not belong to their boss.  T-Mobile belongs to DT, they do NOT have a separate voice.  People do, corporations do not.

        • Anonymous

          This is not the same as your example at all.  There is nothing legally or morally wrong with what DT is doing.  It definitely doesnt make a lot of people happy, I for one am not happy, but T-Mobile is not independent of DT and so they can not fight against their parent company.  An employee works for their boss but does not belong to their boss.  T-Mobile belongs to DT, they do NOT have a separate voice.  People do, corporations do not.

  • Stephanie29

    Hmmm…I called the other day and I waited maybe 3 mins before speaking to a rep. I think TMo customer service is great. :)

  • there should be a campain by TMOBILE CUSTOMERS to stop this stupid merger deal.  how about a petition to  be delivered to US congress and FCC that says we don’t trust AT&T and we disapprove of selling us out to such a worse company like AT&T and If the deal is going to be approved in the end, we must have the option to cancel our contract with TMOBILE without ETF!
    isn’t that a good idea? that way we can avoid being taken over by AT&T.

    • MERGE , HEY ATT AND TMOBILE, DO WHAT YOU WANT BUT I SHOULD  HAVE THE RIGHT NOT TO BE OWNED BY AT&T. WE SAY   CANCEL WITHOUT ETF IF  THE DEAL GOES THROUGH

      • Jcj19

        obviously you don’t read the contract you signed. It does not include merger init at all, why would it. Etf is charged if you cancel early period.

    • LC

      Old news. There’s been a form you can submit to the FCC that’s been out for quite a while.

  • there should be a campain by TMOBILE CUSTOMERS to stop this stupid merger deal.  how about a petition to  be delivered to US congress and FCC that says we don’t trust AT&T and we disapprove of selling us out to such a worse company like AT&T and If the deal is going to be approved in the end, we must have the option to cancel our contract with TMOBILE without ETF!
    isn’t that a good idea? that way we can avoid being taken over by AT&T.

  • TMOrep

    So true Dan!! I too am a T-Mobile customer care rep and before the new IVR system change more then half of my calls were people wanting simple things like their balance or minutes remaining and when I would give them self help like #BAL# or #MIN# they say “I just wanted to speak to someone” I would ask if there was anything else I could help with and they would say “NO”.  It takes 25 seconds to check that info using self help options on your phone and on average 3 minutes to get a rep, verify the account and give the info. Today out of 65 calls I took, not a single request for balance or minutes and that gave me the chance to provide service to people that had really issues, (and asking for balance is not a real issue, that is what your bill is for).  If you have a real issue with your phone or service we are still there but the new system will ensure you get the right person/department the first time so you won’t be on here later complaining about being transferred several times in one call.  And for those that complain about being on the phone with us for over 2-3 hours at a time I find that really hard to believe since we sure don’t want to be on the phone with the same person for that long.  In my 5 years as a customer care rep 9 out of 10 times the only reason a call ever gets past 30 minutes is the customer wanting something they are not entitled to receive and keep going in circles until they throw such a fit and demand a manager.  Absolutely none of the issues we receive on a daily basis should never take 2 hrs to resolve.  And just because you demand a manager doesn’t mean you will get what you want either.  

  • Kaykay

    I haven’t had a problem getting through. HOWEVER, I have had to call them like 12 times in the last week because of the incompetentcies of the folks with the headsets on. Please make sure you triple check what they are entering else you’ll regret it.

    Now on the other hand I am for the merger. after all AT&T does hold the JD Power award which a good thing for tmobile.

    • customer serv rep

      i work for tmobile an incopetence please!!!! is u people customers whi wants to keep calling when they dont hear what they want to hear stop complaining and pay what u use!!!! if u filks think that tmobile is too expwnsive go to cricket o metro to see how u get dropped calls!!!!

      • Ebonicsman

        I is payins da billz on time like a mutha phucker and these fools be houndin a player.
        Fo shizl

      • Ebonicsman

        I is payins da billz on time like a mutha phucker and these fools be houndin a player.
        Fo shizl

      • Ebonicsman

        I is payins da billz on time like a mutha phucker and these fools be houndin a player.
        Fo shizl

        • Mark

          As a previous rep I wondered  why I had to work harder to keep fixing other reps mistakes. Then you see more and more notes on accounts very similar to the original post here. That pretty much answers that question. 

        • Mark

          As a previous rep I wondered  why I had to work harder to keep fixing other reps mistakes. Then you see more and more notes on accounts very similar to the original post here. That pretty much answers that question. 

      • Ebonicsman

        I is payins da billz on time like a mutha phucker and these fools be houndin a player.
        Fo shizl

      • Anonymous

        Hey look, over there ^, the source of T-mobile’s problems.

    • customer serv rep

      i work for tmobile an incopetence please!!!! is u people customers whi wants to keep calling when they dont hear what they want to hear stop complaining and pay what u use!!!! if u filks think that tmobile is too expwnsive go to cricket o metro to see how u get dropped calls!!!!

    • stoneyjonez

      AT&T doesn’t hold the JD Power award, did you read? Verizon does. They won it before too and we beat them again after that, no biggie.

      • Wrong. T-Mobile reign for this award is OVER, watch. T-Mobile is doing things AT&T style now because they are 39 billion dollar sell outs..

      • Wrong. T-Mobile reign for this award is OVER, watch. T-Mobile is doing things AT&T style now because they are 39 billion dollar sell outs..

  • j b

    David, I am sorry but you are misinformed, T-Mobile is not out sourcing anymore and definitely not to the countries you have indicated. I had alot of respect for your site, until I just read this trash. 

    • I’m sorry to hear that one article makes you lose respect for a site. That seems a little ridiculous and dramatic but I’ll ask you to provide alternative info other than what I have that disproves what is written.

      • j b

        I mean’t no disrespect David, I am just saying that your facts are a skewed. I agree with the automated system 100% and I am sure T-Mobile will fix it, but as far as the outsourcing, they actually do it less then any other carrier, Flex pay was the one major department outsourced, and that is dwindling. I will admit I usually like your articles and level headed arguements, this one just came off half cocked. 

        • The ATL Guy

          First you say they don’t outsource than you say they do.
          Which is it?

        • j b

          I neve said they didn’t, I said that if they do it isn’t to those countries, and it has not increased, if anything it has decreased due to flexpay going away. I am not here to argue, just to point out fact from misguided information. I enjoy David’s articles a lot, he has been a great resource for all t-mobile customers, and I know a lot of employees that have respect for him and this site, typing things like this doesn’t help this sites reputation of being reliable, or for T-Mobile. This last article was completely biased, right along with several others recently written… almost as if David is against T-Mobile and if thats the case, hopefully another T-Mobile appreciating site can spread the news. 

        • Another fan site should pop up? Do I need to get you a lollipop? You seem to think that just because my articles of late haven’t been all sunshine I’m not doing a good job? If I was against T-Mobile I wouldn’t have started this site. I believe some of their decisions as of late have been bad for their employees and their customers and I’m one of the few people with a voice large enough to say so. Sorry, I’ll only print nice things from now on. 

        • LC

          No, if you read it he said that T-Mobile outsources the least of any carriers, and the one department that was affected by that was Flex Pay.

        • OKDave

          So the fact that Tmo outsources less mean we should stay loyal “because Tmo sucks less?” Really?

          I wonder if ATT put that on their merger papers – “The Combined Companies Will Suck Less than Everyone Else.”

      • j b

        I mean’t no disrespect David, I am just saying that your facts are a skewed. I agree with the automated system 100% and I am sure T-Mobile will fix it, but as far as the outsourcing, they actually do it less then any other carrier, Flex pay was the one major department outsourced, and that is dwindling. I will admit I usually like your articles and level headed arguements, this one just came off half cocked. 

      • Sadly, it is so very true about the outsourcing. To me it’s being done AT&T style. Some of the new reps I spoke with are horrible. Wrong information like you were in the Twilight Zone, lol! If the upcoming Galaxy S2 does not have 4G support with T-Mobile’s and AT&T’s 4G, then as soon as the iPhone 5 is released on Verizon, our longtime 5 lines and tablet are gone. (And really don’t mind paying the 15 to 20% more, especially now that Verizon Customers Service has owned T’Mobile’s)

        • j b

          one JD Power doesn’t compensate for 9 I am sorry. T-Mobile didn’t chose to sell itself, it was sold. The acquisition hasn’t gone through yet, so lets not get over excited. T-Mobile will have the S2 and the best varient available on any carrier. As far as “twilight zone” all I can tell you is that if you are on post paid, you could have gotten someone in training. It happens, they have to be trained somehow best way to learn is live experience. I for one put my full backing behind T-Mobile USA, they have never steered me wrong. I have to agree with what someone said in an earlier post, you can’t always expect to get something for nothing, how is T-Mobile to make any money? or any company for that matter? It is wrong to expect a free phone or DVD player for being a customer for so long every-time you turn around. It is wrong to say oops I went over my minutes several times in a year and expect not for your bill to go up. Working in customer service for several companies when I was a lad has taught me this. It’s not bad customer service it’s business. 

        • j b

          one JD Power doesn’t compensate for 9 I am sorry. T-Mobile didn’t chose to sell itself, it was sold. The acquisition hasn’t gone through yet, so lets not get over excited. T-Mobile will have the S2 and the best varient available on any carrier. As far as “twilight zone” all I can tell you is that if you are on post paid, you could have gotten someone in training. It happens, they have to be trained somehow best way to learn is live experience. I for one put my full backing behind T-Mobile USA, they have never steered me wrong. I have to agree with what someone said in an earlier post, you can’t always expect to get something for nothing, how is T-Mobile to make any money? or any company for that matter? It is wrong to expect a free phone or DVD player for being a customer for so long every-time you turn around. It is wrong to say oops I went over my minutes several times in a year and expect not for your bill to go up. Working in customer service for several companies when I was a lad has taught me this. It’s not bad customer service it’s business. 

      • Sadly, it is so very true about the outsourcing. To me it’s being done AT&T style. Some of the new reps I spoke with are horrible. Wrong information like you were in the Twilight Zone, lol! If the upcoming Galaxy S2 does not have 4G support with T-Mobile’s and AT&T’s 4G, then as soon as the iPhone 5 is released on Verizon, our longtime 5 lines and tablet are gone. (And really don’t mind paying the 15 to 20% more, especially now that Verizon Customers Service has owned T’Mobile’s)

      • j b

        Do you really think people are going to email you to say they love the customer service??? Proven statistic, bad news is more popular then good news, and someone that had a bad experience is 75% more likely to take the time to complain about it. 

      • the last 2 calls i made, one had heavy hispanic accent and  the other had heavy chinese accent.  I was  surprised  cos I never expereinced this from tmobile before.

    • I’m sorry to hear that one article makes you lose respect for a site. That seems a little ridiculous and dramatic but I’ll ask you to provide alternative info other than what I have that disproves what is written.

    • Closettechyg

      Not outsourcing?! There are certain ques that are ALWAYS outsourced and every employee knows which ones they are! Check your facts before you make such uninformed statements!

      • Closettechyg

        By the way…I AM an employee and have lost NO respect for David. He has spoken information he has heard/been privy to. You can’t fault him for that, especially if the majority of it is true. So tell the next person calling Sales or Activations that they’re not going to be outsourced. In fact, try to tell an agent that when they call Finance they are always going to speak to an agent in the US. Smh…

      • Closettechyg

        By the way…I AM an employee and have lost NO respect for David. He has spoken information he has heard/been privy to. You can’t fault him for that, especially if the majority of it is true. So tell the next person calling Sales or Activations that they’re not going to be outsourced. In fact, try to tell an agent that when they call Finance they are always going to speak to an agent in the US. Smh…

    • Closettechyg

      Not outsourcing?! There are certain ques that are ALWAYS outsourced and every employee knows which ones they are! Check your facts before you make such uninformed statements!

    • Closettechyg

      Not outsourcing?! There are certain ques that are ALWAYS outsourced and every employee knows which ones they are! Check your facts before you make such uninformed statements!

  • Ralph

    David’s info is “right on” about the changes to the automated system.  It is nearly impossible to get routed to the correct person if you have something that falls outside the matrix of things like bill amount, features, and activations.  I wanted to change the primary line on the account because only the primary line can see all activity on tmobile.com and I just disconnected the primary line.  Previously, you could just say “representative” twice and you could talk to a person.  Now, it will cut you off unless you fall into one of the categories.  So basically, I just lied and said I needed an activation and got to a live person.  All three of my remaining lines are out in September.  I’m gone unless something changes and I hate ATT.  Even if Verizon is too expensive, at least you can always get a person on the phone.  I’m moving all my lines to Verizon in September.  Sorry TMO, you’re going to lose a customer since 2001 because of this asinine merger and all the shenanigans you’re pulling right before the merger happens to save a little money.  This is a perfect example of the old adage that sometimes you try to save a dime and end up spending a dollar.

  • Ralph

    David’s info is “right on” about the changes to the automated system.  It is nearly impossible to get routed to the correct person if you have something that falls outside the matrix of things like bill amount, features, and activations.  I wanted to change the primary line on the account because only the primary line can see all activity on tmobile.com and I just disconnected the primary line.  Previously, you could just say “representative” twice and you could talk to a person.  Now, it will cut you off unless you fall into one of the categories.  So basically, I just lied and said I needed an activation and got to a live person.  All three of my remaining lines are out in September.  I’m gone unless something changes and I hate ATT.  Even if Verizon is too expensive, at least you can always get a person on the phone.  I’m moving all my lines to Verizon in September.  Sorry TMO, you’re going to lose a customer since 2001 because of this asinine merger and all the shenanigans you’re pulling right before the merger happens to save a little money.  This is a perfect example of the old adage that sometimes you try to save a dime and end up spending a dollar.

    • j b

      I agree with what you are saying with the automated system, however the out sourcing is not correct. If I know T-Mobile the automated system kinks will be worked out. 

    • j b

      I agree with what you are saying with the automated system, however the out sourcing is not correct. If I know T-Mobile the automated system kinks will be worked out. 

    • j b

      I agree with what you are saying with the automated system, however the out sourcing is not correct. If I know T-Mobile the automated system kinks will be worked out. 

      • theWayofThings

        j b.. are you T-mobile management? With all the apologetic snow-blowing bullshit you are throwing out, it would definitely appear that you are…. Prove me wrong.. would you agree that T-mobile is absolutely gutting its workforce right now? Would you agree that T-mobile is raising metrics higher and higher and firing every rep that can’t reach those metrics so that they can get rid of them before the acquisition? Would you agree that call centers are running at around 50% capacity now? Would agree that service has taken the backseat to sales? Would you agree that the reps are being forced to ignore obvious rate-plan change suggestions if it would lower their monthly service charges?

        “If I know T-mobile the kinks will be worked out” .. if you know T-mobile.. obviously you don’t.. ask any rep that has to deal with Quickview or any other number of system changes that continue to be buggy for years on end..

        Take your shiney happy management smile elsewhere.. no one’s buying it here…

        • the butnakedavenger

          I can speak to a few of your questions. I’ve worked for the company for several years now and haven’t witnessed or heard of any of the workforce being “gutted” from Delaware up through NY. As far as raising metrics goes, nope. Goals for RSAs have not increased, they have shifted. More on that later. As for firing them for not hitting goals, an RSA must be below 80% three months in a row before disciplinary action can be taken. A hard working rep’s job is very secure.

          I’m not personally familiar with any call centers with the exception of one. It is very well staffed. I can’t speak to the rest.

          Service and lowering our customer’s MRC has actually leapt to the front of our focus.
          for the first time ever our reps are actually receive incentive when they lower a customer’s rate plan. They don’t even have to sell a phone! so claiming that they are being forced to ignore rate plan changes is absolutely ludicrous. As a matter of fact, rate plan changes is one of the metrics you seem to think is impossible to reach. T-Mobile is putting their employees in a position to succeed, plain and simple.

          It’s Quikview, no ‘c’, and it works more efficiently than CAM ever did.

          My guess is you are a former employee who isn’t happy with T-Mobile so you badmouth them ever you get the chance. you sound bitter, armed with some insider information (indicated by your knowledge of Quikview, if not the correct spelling), but more misinformation than anything. I bet you’re still upset with the movie theater for firing you because you wouldn’t offer the candy combo.

          And David, trying to accuse T-Mobile of intentionally increasing wait times? I thought this was a fansite? You’re free to oppose the merger, that’s your prerogative, but stop letting that bleed into the rest of your reporting.

          Thank you,

          Shiny happy management

        • Anonymous

          –RE: for the first time ever our reps are actually receive incentive when they lower a customer’s rate plan. They don’t even have to sell a phone! —
          Is that actually an incentive to lower the customers rate plan? Or and incentive to get the customer into a new contract…which could be on a lower rate plan?

        • I didn’t accuse them of intentionally increasing wait times…they are doing that themselves. I’m merely pointing it out. Why can’t a fan site also point out the bad, isn’t that the intention of a “fan” site, to talk about the namesake? Why do you guys think all the news has to be happy and that I have to blow smoke simply because I don’t want to be mean to T-Mobile. When I feel they are wrong, I’ll say so. 

        • j b

          no i am not, just really close with people that are.

        • j b

          I dont know of most of what you talked about, but working for other companies I can say that change does happen. I guess I have just always been happy with my experience with T-Mobile. 

  • stoneyjonez

    Not sure if you knew, but people who call in more frequently usually have to wait longer so other people who don’t call in every single day can be helped first. It’s been that way a while. People who don’t call in every day to ask dumb questions they can find answers to on Google get through much quicker from what I’ve seen.

  • stoneyjonez

    Not sure if you knew, but people who call in more frequently usually have to wait longer so other people who don’t call in every single day can be helped first. It’s been that way a while. People who don’t call in every day to ask dumb questions they can find answers to on Google get through much quicker from what I’ve seen.

  • stoneyjonez

    Not sure if you knew, but people who call in more frequently usually have to wait longer so other people who don’t call in every single day can be helped first. It’s been that way a while. People who don’t call in every day to ask dumb questions they can find answers to on Google get through much quicker from what I’ve seen.

    • Anonymous

      Same here. I noticed this last year.. admittedly on a line that I called in to complain about the 3G coverage frequently.

    • Anonymous

      Same here. I noticed this last year.. admittedly on a line that I called in to complain about the 3G coverage frequently.

    • Anonymous

      Same here. I noticed this last year.. admittedly on a line that I called in to complain about the 3G coverage frequently.

  • Anonymous

    Luckily all my major customer issues were taken care of before the merger announcement with what sounded like North American customer service.  They were very prompt and took care of all my issues perfectly.

    T-mobile USA sold out for a reason…. they couldn’t maintain their profitability and competitiveness without serious changes.  I think this outsourcing is something that T-mobile USA has had on the books for a while to stay competitive.  The AT&T/T-mobile deal isn’t a guaranteed thing and there’s no way T-mobile would run on the assumption that it will go through.  Damaging customer service would only hurt themselves and take years to sort out.                                                  

    • j b

      T-Mobile USA did not sell out, it was sold their is a difference. The employees of T-Mobile USA are stil the same ones that ge customer commendations from customers, and work hard to give them the best value, sure they make mistakes but they are not robots, so in being human it is bound to happen. The problem was for several years T-Mobile lowered customers bills over and over, with no more customers staying, but instead going to other carriers to pay more. That being said, why shouldn’t the company try to make money? Customers will always call and say hey I think you can lower my bill another $20.00 I am a loyal customer I deserve it. I want that sensation for free please, I have been with you for several years. Doesn’t exactly show very much respect if you ask me. I am sure there are alot of customers out their that do respect T-Mobile and are perfectly okay with adding services that raise their bill if it adds more value to their life. In fact I am sure some of them are not to far below this post. For those of you like me that pay your bill regularly and do not expect anything more then what is fair, and understand a company has to make a profit to deliver new services I say CHEERS! 

    • j b

      T-Mobile USA did not sell out, it was sold their is a difference. The employees of T-Mobile USA are stil the same ones that ge customer commendations from customers, and work hard to give them the best value, sure they make mistakes but they are not robots, so in being human it is bound to happen. The problem was for several years T-Mobile lowered customers bills over and over, with no more customers staying, but instead going to other carriers to pay more. That being said, why shouldn’t the company try to make money? Customers will always call and say hey I think you can lower my bill another $20.00 I am a loyal customer I deserve it. I want that sensation for free please, I have been with you for several years. Doesn’t exactly show very much respect if you ask me. I am sure there are alot of customers out their that do respect T-Mobile and are perfectly okay with adding services that raise their bill if it adds more value to their life. In fact I am sure some of them are not to far below this post. For those of you like me that pay your bill regularly and do not expect anything more then what is fair, and understand a company has to make a profit to deliver new services I say CHEERS! 

    • j b

      T-Mobile USA did not sell out, it was sold their is a difference. The employees of T-Mobile USA are stil the same ones that ge customer commendations from customers, and work hard to give them the best value, sure they make mistakes but they are not robots, so in being human it is bound to happen. The problem was for several years T-Mobile lowered customers bills over and over, with no more customers staying, but instead going to other carriers to pay more. That being said, why shouldn’t the company try to make money? Customers will always call and say hey I think you can lower my bill another $20.00 I am a loyal customer I deserve it. I want that sensation for free please, I have been with you for several years. Doesn’t exactly show very much respect if you ask me. I am sure there are alot of customers out their that do respect T-Mobile and are perfectly okay with adding services that raise their bill if it adds more value to their life. In fact I am sure some of them are not to far below this post. For those of you like me that pay your bill regularly and do not expect anything more then what is fair, and understand a company has to make a profit to deliver new services I say CHEERS! 

  • Anonymous

    I know right? I had to call T-Mobile yesterday and noticed the change, horrible, fucking horrible!!! The IVR lady used to be nice, now she is meaner than hell!!!

  • omg i totally agree with this. i called and waited over 1 hour on hold. didnt get the call back. had to complain to tmobile’s twitter account. customer service has tanked… big time.

  • Jcj1

    some loyalty, you jump at any sign of trouble. Sellout, fair weather idiot I say. there is no evidence it is going through or failing, go for the ride and prove your loyalty. how have they been unloyal, did they cut your service or raise your bill?? NOPE! You have no clue what loyalty is!!

  • Richardthegrape

    Overpriced?

  • DIAMOND_PRINCE

    I AGREE WHEN I FIRST GOT MY 4 PHONES THE FIRST 3 MONTHS I WOULD BE ON HOLD ANYWHERE FROM 2-10 MIN BUT AFTER THAT EVEN TILL NOW LAST TIME I CALLED WAS 2DAYS AGO TO MAKE A PAYMENT AND I WAITED ON THE PHONE FOR 2 HOURS NOW IT TAKES 2-3 HOURS AND YES IV WAITED TILL THEY ANSWERED. THE MOST I WAITED WAS 3. I WAS SO MAD BUT I LOVE TMOBILE AND IT HAS AMAZING PLANS. BUT THERE IS DEFINITELY SOMETHING GOING ON. AND IM NOT LIKING IT. THEY NEED TO FIX IT SOON.

    • DIAMOND_PRINCE

      I got my phones in september so till now its a long time that customer service hasn’t been that great. 2 b honest its horrible but i still love tmobile :D

  • Richardthegrape

    Funny that this comes out, right after my latest experience with T-Mobile CS. 
    I called yesterday for the first time in a month or so, and I spoke to someone instantly. Compared to last time, I waited for over an hour to speak to a rep, and then got attitude from them and their manager. But yesterday when I called(it was almost like one of my first times calling CS) a very helpful, pleasant, quick response. Kinda brought a smile to my ugly face. I was just complaining like a week about their CS going down hill too.
    Hopefully my next call will be as pleasant as yesterdays. :)

  • H8stylist

    I have two points to proclaim in response to this.  first and foremost i recently had to call in to switch my account from employee to regular account.  during this time (after 3pm cst, 4est) calls are traditionally steadily coming in.  My wait time for a rep was only 3 minutes if that long.  If i am calling customer service i would still categorize this as excellent as far as hold times go.  of course you have to navigate the automated system, but i do not believe it is as David says to increase hold times.  when i called in i used a landline, entered my number and id, stated “representative”,  then had the automated hold time queue response, entered “3” and 3 minutes later, had my rep.

    Secondly, i will say that i was let go the day before the announced merger for a first time minor offense (removed a customers feature using incorrect means) after being with the company for 4 years (i was meeting in all metrics at the time),. so i would definitely agree that they are reducing staff to anticipate the merger.

    • Mark

      How recently did you have to call in? I think this change to the IVR was within the last day or two. I am also an ex-employee. I have been working for 22 years and it is the first job I ever quit. If I didn’t I would eventually have been fired too. I have to look at myself in the mirror and when my metrics suffer because I was doing what was in the best interest of the customer, that isn’t a job I want anymore. When I see an opportunity to help save a customer money and I have a morale tug-of-war over doing the right thing or not saying anything because I am worried my metrics will suffer is when I saw the writing on the wall. Leave or eventually be forced to leave. 

      • H8stylist

        i had to call in on the 26th (so about 4 days ago).  yeah, believe me, i am not unhappy i got shown the door due to the whole MRC thing.  I was miserable the whole time when i was having to offer a feature to a customer who was calling in to save money on their bill, not spend more.  it does suck that the job market is the way it is and i haven’t found a different one yet.  however, my unemployment hasn’t ran out and there is still time.

      • H8stylist

        i had to call in on the 26th (so about 4 days ago).  yeah, believe me, i am not unhappy i got shown the door due to the whole MRC thing.  I was miserable the whole time when i was having to offer a feature to a customer who was calling in to save money on their bill, not spend more.  it does suck that the job market is the way it is and i haven’t found a different one yet.  however, my unemployment hasn’t ran out and there is still time.

        • Mark

          Did you get let go because you removed the feature from Samson instead of Quikview? I hope you find a job soon. I don’t get paid as much as I used to but I am much happier now. Don’t convert your employee plan until you get the notification text. I got away with it for four months. 

        • H8stylist

          yeah, that’s why i had to change it, it went 4 months for me as well.  i had a customer call in and i said “you know to save time you can remove the feature from the website”.  they said they had, so i used the link to go inside the customers website account after getting permission and removed it.  they pulled me in a room 3 months later and first said i was too valuable to let go, so i was just getting a 24 hour suspension, when i came back i was let go.

        • H8stylist

          yeah, that’s why i had to change it, it went 4 months for me as well.  i had a customer call in and i said “you know to save time you can remove the feature from the website”.  they said they had, so i used the link to go inside the customers website account after getting permission and removed it.  they pulled me in a room 3 months later and first said i was too valuable to let go, so i was just getting a 24 hour suspension, when i came back i was let go.

        • Mark

          Wow. Seems like if it was a first offense it would just be a talking-too. Guess things have changed. Hell, I had a customer-mistreat, first and only one in almost five years. However I was one of the best with MRC at the time, so I just got a warning. Then quit 4 months later anyways. Kind of wish I had gotten fired so I could collect unemployment. But I couldn’t bring myself to do it anymore. 

        • Mark

          Did you get let go because you removed the feature from Samson instead of Quikview? I hope you find a job soon. I don’t get paid as much as I used to but I am much happier now. Don’t convert your employee plan until you get the notification text. I got away with it for four months. 

  • 808080808

    HTC SENSATION HAS A S-OFF NOW! 
    CHEEEEEEEEEEEEEEEEEEEEEEEE!

    • jarvis billena

      Since this morning i had s-off as well via android development alpha rev…

  • Closettechyg

    Unfortunately, what David said is correct concerning call centers drastically reducing staffing. The fear of being on the chopping block once the merge is over simmers throughout every aspect of the center since March. What was once a running joke that tenured agents would be the first to go is now a VERY real reality.
    Employees are being terminated on a regular basis for minor offenses, and due to changes in procedures and stat requirements, morale is extremely low.
    It’s hard for any agent to survive in that environment and I’ve seen half of my team terminated and we’re talking about people who have been working for 3+ years! Everyone else is wondering when their time is coming and I don’t know of anyone that’s NOT quietly seeking other employment…

    • Havoktek

      That’s a sad state of affairs. I hate to see people lose jobs……for doing there job! Help the customer!

    • Havoktek

      That’s a sad state of affairs. I hate to see people lose jobs……for doing there job! Help the customer!

      • Closettechyg

        Unfortunately, the way we have been accustomed to helping customers is now restricted. We are pushed more to sell you something than actually resolve your issue. That may be why tenured reps are getting the boot: their apparent inability to refocus on sales rather than service…

        • guest

          So true. I just wish sales was not a metric. I am going on 7 years. as Hedrickkl states I was proud to work for T-Mobile it took two applications before I got hired. Our call center gets a lot of rumors about the future of the call center but we work day by day. I don’t get it why it’s our fault why customer’s don’t want to keep or cannot afford a feature or rate plan. It hurts big time when a customer removes a free trial web $30 a month x 5 lines and you have to try to keep them with it. I am tenured but feel like a new rep sometimes. I have never been in sales or retail. I never worked at a fast food restaurant so how I am supposed to know how to sell all of a sudden. It’s tough but I do love all my customers that call in.

          I may not give you the best price on the phone, the credit you want or fix your phone or signal but I do my best with the instructions given to me.

    • Hedrickkl

      As a previous member of leadership, I too watched the company I loved fall. It was the best job I ever had, and I loved supporting my people. This showed as they were a top performing team. I also was one of the highest paid coaches at my site. (working hard for every penny too) I was released because my team was exceeding in all metrics, except sales. We only met expectations while I was training csr’s to add sales to their skillset. Because I refused to compromise ethics, I was fired on a technicality. This is not the tmo I loved, nor will it ever be again without a sue nokes style executive leader. I always considered T-mobile to be a family, and am heartbroken to see the changes. The saddest part, the ones who suffer most are the customers, who will never feel appreciated like they did for the 9 years when they awarded customer service JD Powers awards. Some people were let go for not meeting expectations, some were obviously for cost savings.

  • HTC Sensation 4G

    I recently signed up with Tmobile this month, haven’t been with them since 2007. One of the reasons I decided to go back to Tmobile was how Great their customer service was when I had them. Was surely disappointed after talking to my 1st Rep to see that go, so far have talked to 2 Reps and both not as great as in 2007 lol. Was bummed out, and keep reading blogs/news articles like this one about their customer service…

  • Addictedtocars

    Do I care, I left Tmobile 4 months ago and could not be happier.

    • Bostonsnowfreak

      then why are you trolling here! Leave already!

    • Bostonsnowfreak

      then why are you trolling here! Leave already!

  • Asdf

    Then why the hell are u still trolling tmonews?

  • Asdf

    Then why the hell are u still trolling tmonews?

  • Jabombardier

    All i know is that i am not having problems and will stay until or if the merger goes through. At that point i will put two of my lines on metro Pcs and take my number to either at&t or verizon.

  • Anonymous

    I havent really been commenting on this site, because everytime I do lately, I get some idiot that doesnt know anything that is so certain of what he thinks he knows that he is willing to argue over it.  There’s also the fact that as someone eloquently put below me, this is supposed to be a T-Mobile fan site and all it is a site where 85% of the bloggers complain about ridiculous things and share their stories about how they’re going to switch to Sprint which is laughable by the way.  After reading this post though, this reminds me of a “stirring the pot” post that David posted last year.  So let’s review the facts.

    The IVR that most of you think you can explain has always been in place.  I have actually had it explained to me by one of the VPs of Care, since I myself didnt fully understand it.  It’s always been in place people.  As far as the extra outsourcing goes.  It’s absolutely incorrect.  The IVR is used to route problematic customers that either call in too frequently or routinely abuse the people they speak to, then they are routed to an outsourced call center which is generally used for these situations.  FlexPay, Monthly 4G (prepaid), Activations and number transfers have always been outsourced, but the obvious follow-up to this is why wouldnt it be?  Will someone really credit your prepaid account?  How much understanding needs to go into a prepaid account?  Arent they just reading from a script anyway?  Would you like to take a look at the prepaid customer care landscape?  Metro PCS has like 4 CS Agents in the entire country, good luck at virgin or boost also.  This just makes good business sense.  If you are upset that an American country is outsourcing jobs than you have a whole different problem altogether.  Back to the point however, if you are postpaid, you still get someone American, if they have a slight accent, guess what, so do I and I was born in this country.   It happens, not everyone learned English first.  As far as the routing calls go, how is that to increase hold time?  In your story you put that the person must now give their number, then post an example of poor Anthony who just wanted to speak to someone but didnt feel like he should give his number?  What’s that about?  How about people call in for the dumbest reasons and calls must be routed to make sure that the RIGHT person picks up to AVOID longer hold times.  For example, if you call in with a tech question refuse to give your info then you get a care agent, after wasting their time for 5 minutes with questions they cant answer you are transferred to tech support, well had you followed the prompts you wouldve routed there first instead of going to the care agent who could have been serving someone else.  Your view (David) is a real pessimistic way to view this and I guess it makes sense to someone who has to make money off of advertisers and would like to stir the pot, but you could always report good news instead of rebel rising.

    As far as the chopping of workers, this is absolutely foolish.  If anything T-Mobile is in it’s current situation now because of their laissez-faire management style.  There was 0 accountability from Executive leadership down, marketing, retail, CS, pretty much everywhere.  People arent being “squeezed” now, they are just being asked to actually meet a minimum expectation of 80% which in my opinion is actually too low.  What job allows you to check in at 80% to goal and still have you in the clear?   As stated below, it would still take you three instances to even begin to be performance managed, the problem is that people are not used to actually being held accountable to things, so all of sudden t-mobile is squeezing people.  It’s not the case. 

    As far as staffing goes, there HAS been a mass exodus of talent, but rightfully so, if a company is uncertain of it’s future and you work for them you have to make a choice dont you?  Stay aboard and hope you can either keep your job in the next company or settle into someone’s position who has left, gain the experience and then take it and run, or just run from the beginning.  It is an unfortunate reality but a reality nonetheless, so yes plenty of top talent has left, it doesnt mean that t-mobile’s commitment to excellence is any less, it just means that new people have to be hired and trained.  It is also doesnt mean that ALL of the top talent has left.  Some people will stay on board playing the violin just like in the Titanic.

    All people ever do in this blog is complain about t-mobile, companies still need to profit to succeed or on a smaller scale even exist.  As stated by me below, people call in for the most trivial things, get upset when they cant get a free Sensation because they didnt like the Galaxy S, or want the latest phone because another phone released a month after the one they bought, it happens.  It’s not T-Mobiles responsibility to give everyone free phones or give everyone credits.  Credits are out of control already anyway.  I honestly cant figure out what the need is to call T-Mobile so much for anyway.  It is mind boggling when I look at the numbers how many people call T-Mobile for trivial crap that they couldve figured out themselves had they invested just half the the time it took them to call care into doing even a minimal amount of research.   

    All companies have IVRs, all companies outsource prepaid support, all wireless carriers believe it or not are actually here to make money.  Please people, cut it out already.

    • theWayofThings

      Wow! I would think it would cause physical pain to bold face lie that much… you must be some sort of cyborg or something…

      • Anonymous

        Lies based on what? Your extensive list of facts you have cached away? Just because you don’t like the truth doesn’t make it a lie. It is what it is. As a customer how much could you possibly know about operations other than what you surmise from your experiences in the store and what you read somewhere? Even the entry level retail and care associates that come in here are less than adequately informed when they make comments or are emotionally charged. What makes you think you know more than them?

      • Anonymous

        Lies based on what? Your extensive list of facts you have cached away? Just because you don’t like the truth doesn’t make it a lie. It is what it is. As a customer how much could you possibly know about operations other than what you surmise from your experiences in the store and what you read somewhere? Even the entry level retail and care associates that come in here are less than adequately informed when they make comments or are emotionally charged. What makes you think you know more than them?

    • HaVokTEK

      I know about management Sir and your job is to spin a situation for the benefit for the company, so however you feel , or however you see things, it’s from a standpoint of a higher echelon in-which is counter to the posters on this site, the customers. As a customer we do complain, or else you won’t know what really goes on in the trenches. So instead of coming in here and being “management”, how about you listen and try and make your posting toward the view of the consumer, cause that’s what this site is for.

      Apparently somethimng has gotten to you or else you would have placed yourself above commenting in such a way as to cause flaming.

      Need more cowbell guy, more management style, more savvy…………savvy?

      • Anonymous

        You call management narrow minded but can’t see the obvious. I am a customer too. So just as easily as you could provide feedback so could i do. There is however a difference between a customer offering up useful feedback and someone complaining. It takes a certain type of person to take to a forum and whine (not the same as voicing an opinion negative or positive) about their situation without ever trying to solve it themselves or seek more understanding. I am no robot, cyborg, or company man. Just someone who has dealt with people at ALL Levels in a company and can differentiate between someone offering up useful helpful feedback to improve the customer experience and someone whose whimsical complaints offer nothing. This site deals with a majority of the latter.

    • Phill

      Please use your t-mobile health insurance and get some help cause your delusions of grandeur are sickening. Sorry but your job is one step above the guys a McDonalds. As paying customers (postpaid and prepaid) we have the right to call as often and for whatever reason we like because we pay your salary, that means you work for us.

      • H8stylist

        I love when people act entitled like you do.  First of all Customer Service Reps do not work for you, they work with you (big difference).  you do not directly impact their pay, and certainly do not sign their checks. you also do not have any idea on how job training is specialized and what they do or do not know.  people like you will call in, refuse to give the ivr any information (probably screaming at it), get a general rep, explain your situation, and after 15minutes of explaining you find out you need to be transferred.  then you scream at the rep about how unintelligent they are and then proceed to wait on hold another 5 minutes for the right department.

        also, comparing the work as a customer service rep to fast food workers is laughable.  i guarantee that no employee at mcdonalds outside of the main manager makes more than 40k a year.  i also guarantee that you wouldn’t last in a job where you had to listen to people like yourself all day.

        • OKDave

          Oh, okay, in your world, H8stylist, if the company doesn’t have any income from its customers, where to they get the funds to pay….anyone?

        • H8stylist

          revenue, if you would like your portion of my pay during my entire 5 years working at tmobile, where should i send the 25 cents?  just because you bring revenue to a company does not give you or anyone else the right to abuse customer service or any other company employee.  you expect respect from everyone but give none to anyone.

        • Anonymous

          This is clear rhetoric, you pay for a service, you don’t pay for the right to call Sally the Care Agent 50x.  You act as if you are doing T-Mobile a favor.  While any company appreciates your business because it is integral to the existence of the company, you are paying for services rendered.  YOU PAY = T-MOBILE GIVES YOU WIRELESS SERVICE.  This kind of business relationship is basic.  You paying for Cable TV gives you the right to call your cable provider if the baseball game is delayed?  If your remote needs a battery change?  If your tv is broken should they direct you to the nearest best buy and stay on the phone with you?  You need to grow up and quit with the infantile arguments.

        • OKDave

          Oh, okay, in your world, H8stylist, if the company doesn’t have any income from its customers, where to they get the funds to pay….anyone?

      • Anonymous

        If you gathered that I work in care from what I wrote, you are the one off the rocker buddy.

      • Anonymous

        I’d also like to point out you should learn how to spell and/or put together a sentence properly. My job requires college education, clearly yours does not.

        • OKDave

          Bill, I guess the class where you learned sentence construction didn’t cover comma splices, did it?

        • Anonymous

          Yeah, it must’ve been the same class you learned how to read in… That’s Billi (clearly a pseudonym) friend, wait… who was talking to you anyway?

        • OKDave

          Bill, I guess the class where you learned sentence construction didn’t cover comma splices, did it?

        • Richardthegrape

          I like when someone doesn’t have a good counter argument; so they choose to attack someone’s grammar instead. 

        • Anonymous

          I like when someone has nothing valuable to add to the conversation so they make some off-key remark and choose to totally ignore the context of the original conversation.  What counter argument is needed?  Was what @926b8f79b39c2ee3953ba00f73242aaa:disqus said even a counter argument to my post?  Or was it really just an entitled stab in the dark at an insult mixed with what is/should be happening?  @345780ae2cff0a6dd84949a171023e31:disqus actually responded adequately enough. 

          “Sorry but your job is one step above the guys a McDonalds. As paying customers (postpaid and prepaid) we have the right to call as often and for whatever reason we like because we pay your salary, that means you work for us.”

          This is what happens when someone skims through what someone wrote and hurries to produce an insult or attempt a witty response.  Not once in my post did i imply that customers don’t have the right to call care.  I myself am a customer of T-Mobile, AT&T,  and Verizon for varying services along with plenty of other companies.  Iit would be obscene to suggest people dont need to call care.  My comment was meant to help people to realize the fact that there is a stark contrast between someone who calls in on a whim and someone who genuinely needs help.  Also to point out that call routing REDUCES hold time, it doesn’t raise hold times.  As stated in the comment, if people are directed to the proper queue then agents will be able to help the appropriate caller instead of wasting time routing callers that feel like they are above entering their phone number.  Fact is, in an effort to make EBITDA goals, t-mobile is overturning every stone to try to save money.  This is a way, countless dollars are wasted on call routing (wastes time = labor dollars/call time) and problems that could be addressed if the caller simply TRIED to solve even the most trivial problem on their own.  

          @phill:disqus was undeserving of a response, and quite frankly your response was too, however I read a few of your other posts and surmised that you arent as much of a douche as this post makes you out to be.  You should stop trying to cheer people on and stick to facts.

        • ithomas101

          I totally hear all sides of the argument, but it seems that the reason why we are discussing this at all is because the root issue is that people are calling into customer care and are on hold for a very long time, an that this is a stark change from the way things used to be.  I am not sure if ppl on here just pick up the phone and call CC whenever they are bored and need someone to talk to.  T-Mobile seemed to have no problem with customers calling not too long ago, but I find it strange that we are insulting the same customers who are calling in this crazy period of time.

          Also, I do wonder how many things ppl call for that simply can’t be done online, and that there is a somewhat gross assumption made that every customer knows how to utilize the website to its fullest potential, b/c even at times it seems a bit confusing. 

        • ithomas101

          I totally hear all sides of the argument, but it seems that the reason why we are discussing this at all is because the root issue is that people are calling into customer care and are on hold for a very long time, an that this is a stark change from the way things used to be.  I am not sure if ppl on here just pick up the phone and call CC whenever they are bored and need someone to talk to.  T-Mobile seemed to have no problem with customers calling not too long ago, but I find it strange that we are insulting the same customers who are calling in this crazy period of time.

          Also, I do wonder how many things ppl call for that simply can’t be done online, and that there is a somewhat gross assumption made that every customer knows how to utilize the website to its fullest potential, b/c even at times it seems a bit confusing. 

        • ithomas101

          I totally hear all sides of the argument, but it seems that the reason why we are discussing this at all is because the root issue is that people are calling into customer care and are on hold for a very long time, an that this is a stark change from the way things used to be.  I am not sure if ppl on here just pick up the phone and call CC whenever they are bored and need someone to talk to.  T-Mobile seemed to have no problem with customers calling not too long ago, but I find it strange that we are insulting the same customers who are calling in this crazy period of time.

          Also, I do wonder how many things ppl call for that simply can’t be done online, and that there is a somewhat gross assumption made that every customer knows how to utilize the website to its fullest potential, b/c even at times it seems a bit confusing. 

        • Anonymous

          I like when someone has nothing valuable to add to the conversation so they make some off-key remark and choose to totally ignore the context of the original conversation.  What counter argument is needed?  Was what @926b8f79b39c2ee3953ba00f73242aaa:disqus said even a counter argument to my post?  Or was it really just an entitled stab in the dark at an insult mixed with what is/should be happening?  @345780ae2cff0a6dd84949a171023e31:disqus actually responded adequately enough. 

          “Sorry but your job is one step above the guys a McDonalds. As paying customers (postpaid and prepaid) we have the right to call as often and for whatever reason we like because we pay your salary, that means you work for us.”

          This is what happens when someone skims through what someone wrote and hurries to produce an insult or attempt a witty response.  Not once in my post did i imply that customers don’t have the right to call care.  I myself am a customer of T-Mobile, AT&T,  and Verizon for varying services along with plenty of other companies.  Iit would be obscene to suggest people dont need to call care.  My comment was meant to help people to realize the fact that there is a stark contrast between someone who calls in on a whim and someone who genuinely needs help.  Also to point out that call routing REDUCES hold time, it doesn’t raise hold times.  As stated in the comment, if people are directed to the proper queue then agents will be able to help the appropriate caller instead of wasting time routing callers that feel like they are above entering their phone number.  Fact is, in an effort to make EBITDA goals, t-mobile is overturning every stone to try to save money.  This is a way, countless dollars are wasted on call routing (wastes time = labor dollars/call time) and problems that could be addressed if the caller simply TRIED to solve even the most trivial problem on their own.  

          @phill:disqus was undeserving of a response, and quite frankly your response was too, however I read a few of your other posts and surmised that you arent as much of a douche as this post makes you out to be.  You should stop trying to cheer people on and stick to facts.

      • Anonymous

        I’d also like to point out you should learn how to spell and/or put together a sentence properly. My job requires college education, clearly yours does not.

    • Phill

      Please use your t-mobile health insurance and get some help cause your delusions of grandeur are sickening. Sorry but your job is one step above the guys a McDonalds. As paying customers (postpaid and prepaid) we have the right to call as often and for whatever reason we like because we pay your salary, that means you work for us.

    • elf310

      lets see the main part of your title is CUSTOMER SUPPORT, that means you support the customer no matter what the question is or how many times they call.  Your job is part of the contract we sign with T-Mobile

      • Anonymous

        Actually it isn’t, since I DO NOT work in customer care. 0% of my job is customer facing, unless I visit a location. Sorry buddy, try again.

      • H8stylist

        just an FYI, calling in for customer care is a privilege, not a right.  if you abuse that privilege t-mobile does have the right to remove it.  there are customers that can only write in to t-mobile for their concerns due to their abuse of customer care (abuse in the literal term, not just frequent calling).  

        • OKDave

          Yes, another person who says a company’s biggest problem are its customers. I wish more companies adopted the attitude that having *customers* is a privilege, not a right, and stopped acting like prissy, inconvenienced brats when the people who are paying the bills require assistance. 

        • Richardthegrape

          FYI, if you read what is being said here, this person is basically saying T-Mobile portrays CS as a privilege. Not once did @345780ae2cff0a6dd84949a171023e31:disqus  say that the company’s problem is the customer in his/her comment!

        • OKDave

          Yes, another person who says a company’s biggest problem are its customers. I wish more companies adopted the attitude that having *customers* is a privilege, not a right, and stopped acting like prissy, inconvenienced brats when the people who are paying the bills require assistance. 

    • elf310

      lets see the main part of your title is CUSTOMER SUPPORT, that means you support the customer no matter what the question is or how many times they call.  Your job is part of the contract we sign with T-Mobile

    • rlk379

      I am a fairly new customer to T-mobile (March 2011)… t-mobile pushed flex pay on me instead of paying a small deposit.  I am now stuck with flex pay… they have cancelled all their plans.  I changed my plan from unlimited on 7/10/2011 and on 7/26/2011 I called to changed back to my previous plan.  They are now grandfathered, no longer offer flex pay and they tell me they can offer me to move my two lines into a pre-pay account, which I never wanted.  I do not have enough time with the company to be “migrated” into a post-pay account.  I have run out of minutes on my account and have 9 more days til my plan renews.

      Your response about outsourcing is inaccurate.  I called the other day at 9:30 in the morning and asked to speak to a supervisor about this. The representative said they would have a supervisor call me in a couple of hours.  At 6 pm I called back and was transferred to a supervisor.  She put me on hold to review my account and transferred me to post pay customer service. 

      I tried to go into a corporate store and they called the customer service number and we gave up after one hour. They said they are the only ones able to access my account.

      I have spent a lot of time with them and quite frankly I am sick of t-mobile.  They are the worse cellular company out there.

      • Anonymous

        That does suck, but if you do some digging you can actually see that I share your sentiments with regard to flexpay (March thread about Deposit Product). Flexpay care IS outsourced, they are robotic and undertrained and I seldom meet someone on FP that is happy with tmobile, which is why back in March when the deposit product was announced, I said it was a win/win for customers and tmobile. It’s possible you joined before the Mid March launch of deposit products, and if you switched your plan then tried to switch it back, but in that same window new plans were released, well then yeah your plan is grandfathered and yes you do need 6 months tenure to move to postpaid. It seems like a perfect storm of unfortunate events, but cases like yours are exactly why FP no longer exists.

      • Ithomas101

        I do have a question…you said that IVR is used to take problematic callers and route them to outsourced reps–so are you saying that T-Mobile does have a system to “black list” and identify repeat callers?  If so, that is interesting, b/c I called T-Mobile about my suspicions of this a few months ago due to excessive hold times, and said that they do not have ANY method of identifying callers as problematic and if you are routed it is only to someone who can BETTER assist you.

  • Tlinthagr8

    Yes, tmobile service has gone downhill. I used to be able to talk toa live person in five minutes. Now it takes at least twenty minutes each time. Then they put me on the phone with a person who cant even speak english well so they always have hard times understanding wtf im saying. Where should i go??????? Ill just go back to the days where u used the keys on ur phone to make ringtones. Haha

  • Tlinthagr8

    Yes, tmobile service has gone downhill. I used to be able to talk toa live person in five minutes. Now it takes at least twenty minutes each time. Then they put me on the phone with a person who cant even speak english well so they always have hard times understanding wtf im saying. Where should i go??????? Ill just go back to the days where u used the keys on ur phone to make ringtones. Haha

  • Mattmjb0188

    I have called T-Mobile customer service so many times in the past 6 months but only because of their errors and the terrible service I receive at my home.  It was then I discovered they blacklist frequent callers and I am one of those callers. When I call from my cell it always tells me I “will experience extremely long wait times.”  Its absurd.  There is a way around that and that is too enter in a different number.  Now that number is blacklisted.  

    I will admit that every time I get through their customer service is extremely helpful.  I am always courteous.  I still find their customer service the best of any provider just except the blacklisting.  However, call Sprint too much in a year and they drop you as a customer.  

  • HaVokTEK

    Wow, I’m not one to complain or raise a fuss because I consider my self an adult and understand how representative can be hard pressed to handle customers.
    YET, I have seen this new style of TMO service first hand, and it’s a sad state of affairs, no one department can’t handle your account without offloading it to another, which you have to explain yourself all over!No more asking for a representative directly, no more straight answers. It’s frustrating for someone who buys in excess of $800.00 in devices and services for my family and has been a customer since early 2003.

    The sale of a device or services comes quickly, yet try and change add or replace or remove something, Then you got problems!

    Prelude of things to come as the DeathStar comes in within firing range………..

  • JG01

    I switched from ATT 2 years ago because Tmobile had better customer service and prices. In the past 2 years, I have nothing but poor service with tmobile. When I called ATT cust svc, 1 in 10 reps would get it right and fix everything. Tmobile is the opposite. I have called for support only to told ” that phone is new and we have not been trained on it and no one know much about it” !!!! They release a product but their people have no training. Then there is the G2x , what a mistake that was, but it was the customers that suffered. The other ATT, once again,the customer will suffer. So no wonder why things have been going down hill at tmobile……they lost interest in their customers. I always thougth their was a blacklist or a way for them to flag certain customers (what stated below), you have to ask, why would they do this to their customer…we are all paying to keep their jobs. Once the iphone 5 comes out I’m leaving tmobile…don’t care anymore if the if the company sinks!!

  • JG01

    I switched from ATT 2 years ago because Tmobile had better customer service and prices. In the past 2 years, I have nothing but poor service with tmobile. When I called ATT cust svc, 1 in 10 reps would get it right and fix everything. Tmobile is the opposite. I have called for support only to told ” that phone is new and we have not been trained on it and no one know much about it” !!!! They release a product but their people have no training. Then there is the G2x , what a mistake that was, but it was the customers that suffered. The other ATT, once again,the customer will suffer. So no wonder why things have been going down hill at tmobile……they lost interest in their customers. I always thougth their was a blacklist or a way for them to flag certain customers (what stated below), you have to ask, why would they do this to their customer…we are all paying to keep their jobs. Once the iphone 5 comes out I’m leaving tmobile…don’t care anymore if the if the company sinks!!

  • JG01

    I switched from ATT 2 years ago because Tmobile had better customer service and prices. In the past 2 years, I have nothing but poor service with tmobile. When I called ATT cust svc, 1 in 10 reps would get it right and fix everything. Tmobile is the opposite. I have called for support only to told ” that phone is new and we have not been trained on it and no one know much about it” !!!! They release a product but their people have no training. Then there is the G2x , what a mistake that was, but it was the customers that suffered. The other ATT, once again,the customer will suffer. So no wonder why things have been going down hill at tmobile……they lost interest in their customers. I always thougth their was a blacklist or a way for them to flag certain customers (what stated below), you have to ask, why would they do this to their customer…we are all paying to keep their jobs. Once the iphone 5 comes out I’m leaving tmobile…don’t care anymore if the if the company sinks!!

  • hammondcast

    I am a T-Mobile Sidekick customer for 10 years, since very first Sidekick that looked like a big bar of soap. I have been loyal to T-Mobile even after the forced transition to ‘Sidekick 4G’ because Customer Service had always been friendly, knowledgeable…that is until recently! Yesterday was the absolute worst, I found out that I was tricked in to a more expensive plan with less data by a Customer Service Rep who blatantly lied to me. Then discovered my T-Mobile (2) @home landlines rates were increased by 50% without being told and changed from unlimited to 500 minutes. The lady I spoke with yesterday was clearly in India. The CSR’s were previously all in USA, so this outsourcing of the call center is troubling. Finally I chose to call Customer Loyalty Dept., the lady was very snappy with me and in short order she offered me a plan that was even worse for more money and then asked me if I would like to cancel my account because she had to get on to the next call. I very nearly did..instead I went down to my local corporate T-Mobile Store where I know the manager and he is trying to help me out, but looks pretty bad since I see so many other customers are suddenly complaining of similar degradation of T-Mobile Customer Service. Also, beware of the contest T-Mobile is running and advertising on FaceBook ‘4GPayDay’, it looks legit from T-Mobile, if you play the game contest, you text to 4444 the word ‘Start’ and then you have (as I was tricked) subscribed to a 3rd party ‘Premium Subscription Service’, no kidding! T-Mobile, what happened to you?! Not anywhere up to the previous standard and an embarrassment to parent company Deutsche Telekom in Germany. This all seemed to start with the talk of AT&T takeover, which is not surprising because I can’t stand AT&T. Al Franken was/is right! JH

    • H8stylist

      I have seen that as a CSR too often (used to be a CSR for t-mobile).  It happened because the CSR you talked to had no experience with older plans (  the home home  service, or compatibility with current plans).  while she may have had an accent, that in no way portrays the call was in a different country.  this country is full of many different nationalities and accents.  the only time i have heard that calls were outsourced was for prepaid, flexpay, smartaccess, and activations.  while i do apologize for that experience and hope that your manager friend gets it fixed (shouldn’t be hard to get your original plan back, any supervisor should be able to do so).

      on a separate note, never, ever, ever (i do mean EVER), click on an advertisement that you see on the top part of your browser, or on the sides.  regardless of how official it may look, 99% of the time it is something to dupe you into a product or service you do not want.  i got 10 calls a day from customers that get charges on their bill from premium services and do not know how it happened.  you can also get a premium services block on your account as well (BCONTS is the feature code for it) or you can restrict it by lowering your dollar amounts on your family allowances feature by less than 9.99.

  • Mark

    As a previous rep I can confirm morale started to decline when customer service made the transition from customer service to service AND sales. The metric for call quality lost more and more importance and ultimately went away all together. Resolve their problem, sell them something and get them the hell off the phone. That is all that matters. Each call center was taken offline for three days to put all the reps and supervisors through a very intense sales training and seminar. Combined with the news that AT&T was buying T-Mobile and would most likely close our call center caused several people to start looking for jobs elsewhere. Oh, and I almost forgot, they released our severance payout amount if the call center did close, then less than a week later decided to reduce it by more than half for almost everybody. So between the pressure to sell on EVERY call, the uncertainty of their future, and the trust the employees have lost for the employers, the decline in morale, the longer hold times, making more pissed customers than ever more pissed off it is highly unlikely that will ever result in world class customer service ever again.

  • Mark

    As a previous rep I can confirm morale started to decline when customer service made the transition from customer service to service AND sales. The metric for call quality lost more and more importance and ultimately went away all together. Resolve their problem, sell them something and get them the hell off the phone. That is all that matters. Each call center was taken offline for three days to put all the reps and supervisors through a very intense sales training and seminar. Combined with the news that AT&T was buying T-Mobile and would most likely close our call center caused several people to start looking for jobs elsewhere. Oh, and I almost forgot, they released our severance payout amount if the call center did close, then less than a week later decided to reduce it by more than half for almost everybody. So between the pressure to sell on EVERY call, the uncertainty of their future, and the trust the employees have lost for the employers, the decline in morale, the longer hold times, making more pissed customers than ever more pissed off it is highly unlikely that will ever result in world class customer service ever again.

  • Anonymous

    TMO is just getting lined up with the ATT way of providing customer service.

  • Schippma

    I should have put this in my previous post but this needs to be said. I want to personally thank all T-Mobile reps for all that you do, especially those reps who actually care about helping the customer. I know you guys (and gals) deal with a bunch of stupid shh-tuff. Not everyone is tech savvy. I do hope and pray that all the great talent T-Mobile has will be ‘acquired’ when T-Mobile is dismantled by another entity. T-Mobile customer service, as I have experienced many times, is world-class. I have always felt appreciated and well taken care of whenever I called or talked in store with reps and managers. To be fair, I have not had any issues lately with my service except for a grandfathered web feature that wasn’t provisioned to the network properly so I called in and said ‘technical support’ and my problem was solved.

    Also, whenever I call T-Mo, the automated voice always says to me ‘Thank you for calling T-Mobile. Your business is important to us and we value your time. Currently all representatives are assisting other customers. Rather than wait on hold, we can call you back when it’s your turn, within X minutes. You will not loose your place in line if you choose to use this service……’ Does T-Mo not have that feature anymore? I always thought that T-Mo used the above service with everyone but maybe I was mistaken.

    • H8stylist

      when i called tmobile on the 26th i heard that message.  everyone “should” get it when hold times go longer than 2 minutes.  i say “should” since i have talked to customers that didn’t get this option. i talked to a customer one time that could not get on the phone with customer service to save his life, but if he used his wifes phone, would get right through. the IVR certainly has some things in the system that does put certain people in the holding pattern.  i do not know for sure if it is intentional or not.  the last quarterly meeting i attended before i left tmobile had this question brought up by employees.  the only response we got was that it was being looked into already.

    • H8stylist

      when i called tmobile on the 26th i heard that message.  everyone “should” get it when hold times go longer than 2 minutes.  i say “should” since i have talked to customers that didn’t get this option. i talked to a customer one time that could not get on the phone with customer service to save his life, but if he used his wifes phone, would get right through. the IVR certainly has some things in the system that does put certain people in the holding pattern.  i do not know for sure if it is intentional or not.  the last quarterly meeting i attended before i left tmobile had this question brought up by employees.  the only response we got was that it was being looked into already.

      • H8stylist

        would also like to point out that it’s customers like yourself that made it easier for me to make it through my day.  a little appreciation goes a long ways.

      • H8stylist

        would also like to point out that it’s customers like yourself that made it easier for me to make it through my day.  a little appreciation goes a long ways.

      • Jack

        Thats the Virtual Hold, and most of the Q’s have them. They will call you when your up in line, and then transfer you to a rep. That rep, may or may not know that is how you came on their line. There is supposed to be a “whisper”, and if so they know you were called back. Most reps do not have a real time knowledge of the hold times, and when a call comes in as a cold transfer, they have no idea if you have spoken to someone or just the automated system (SIVR), until they look at the memos. So when a customer comes on the phone right away combative or hostile, even if it is warranted, that new rep has no idea what you are talking about, and it starts the call off bad. I always want to help out the people who call into my Q, and I completely understand the frustrations, but its also difficult when a customer starts flipping out right. 

      • Jack

        Thats the Virtual Hold, and most of the Q’s have them. They will call you when your up in line, and then transfer you to a rep. That rep, may or may not know that is how you came on their line. There is supposed to be a “whisper”, and if so they know you were called back. Most reps do not have a real time knowledge of the hold times, and when a call comes in as a cold transfer, they have no idea if you have spoken to someone or just the automated system (SIVR), until they look at the memos. So when a customer comes on the phone right away combative or hostile, even if it is warranted, that new rep has no idea what you are talking about, and it starts the call off bad. I always want to help out the people who call into my Q, and I completely understand the frustrations, but its also difficult when a customer starts flipping out right. 

  • Alexihedz

    I tried to cancel my contract today and the rep wanted to cancel until the end off the period to charge me the whole month, he said that it was on my contract that it was the only way i could do it, so i looked for my contract and it only said: IF MY RARE PLAN IS CANCELLED BEFORE THE END OF MY TERM, IWILL BE REQUIRED TO PAY AN EARLY TERMINATION FEE OF UP TO 200 PER LINE OF SERVICE ON SERVICE CONTRACT OF ONE YEAR OR MORE.

    That is why tmobiles customer service is going down. So I stilll havent cancelled what do you guys think i should tell them when i call back??  

    • Mark

      If you give them notice that you are porting out, you should only have to pay the final pro-rated month, at least that was the policy when I worked there a few months ago. Basically call during your last cycle and have it noted to your account that you called to notify them that you were porting out, and you should only have to pay the pro-rated charges plus any early termination fees.

      • Fakem

        If you port out you will be charged for the full month. You CAN call and have then cancel effective that day. I am an employee if that means anything

        • Mark

          When I worked there cancelling completely part way through the month would definitely result in a full month’s bill as opposed to pro rated charges. The only way to avoid getting getting charged a full month was to port out and notify them before you ported and before the end of the month.

        • H8stylist

          that policy is no longer in effect

        • H8stylist

          that policy is no longer in effect

        • H8stylist

          that policy is no longer in effect

        • Mark

          When I worked there cancelling completely part way through the month would definitely result in a full month’s bill as opposed to pro rated charges. The only way to avoid getting getting charged a full month was to port out and notify them before you ported and before the end of the month.

        • H8stylist

          then you should read the policy for cancelations.  the policy is that all cancellations are cancelled at the end of the cycle.  there used to be a policy that if a customer called in after cancellation but before the end of the period that it could be prorated, however, this is no longer the case.  i am not saying that a CSR will not work with you, just do not expect them to deviate from the policy:

          number 3 on terms and conditions (available on t-mobile.com):  If you terminate your Service, your termination will be effective at the end of your current billing cycle, and you will remain responsible for all fees and Charges for your Service and usage through the end of that billing cycle.

        • H8stylist

          then you should read the policy for cancelations.  the policy is that all cancellations are cancelled at the end of the cycle.  there used to be a policy that if a customer called in after cancellation but before the end of the period that it could be prorated, however, this is no longer the case.  i am not saying that a CSR will not work with you, just do not expect them to deviate from the policy:

          number 3 on terms and conditions (available on t-mobile.com):  If you terminate your Service, your termination will be effective at the end of your current billing cycle, and you will remain responsible for all fees and Charges for your Service and usage through the end of that billing cycle.

        • H8stylist

          then you should read the policy for cancelations.  the policy is that all cancellations are cancelled at the end of the cycle.  there used to be a policy that if a customer called in after cancellation but before the end of the period that it could be prorated, however, this is no longer the case.  i am not saying that a CSR will not work with you, just do not expect them to deviate from the policy:

          number 3 on terms and conditions (available on t-mobile.com):  If you terminate your Service, your termination will be effective at the end of your current billing cycle, and you will remain responsible for all fees and Charges for your Service and usage through the end of that billing cycle.

    • TweetMo

      Hey, if you wait til the end of your current period to call back, you won’t need to say a thing. :)
      Seriously though, just point out to the Rep what you pointed out to us…

  • The crappier the service the more people agree with the AT&T merger that is all.

  • Andy

    The government should ban outsourcing. And that is why our beloved America is out of cash.

    • OKDave

      That’s called “protectionism,” and it doesn’t work – the products from the captive economy go down the toilet because the competition is eliminated by government fiat. Look at the US auto industry – with no competition in the 70’s, they became complacent, but as the Japanese emerged, US stagnated, and went into a spiral of horrendous quality that the industry to this day is trying to overcome.

      Banning outsourcing is throwing the baby out with the bathwater. What’s next? Companies in Texas can’t outsource part of their work to, say, Florida?

      • Anonymous

        +1 protectionism leads to higher domestic prices and overall decline in the general welfare. The problem isn’t outsourcing, the problem (in my opinion) is that Robert Dotson declined the iPhone in 2007. AT&T got exclusivity of the iPhone, acquired a buttload of customers and cash and then acquired tmobile. Simple as that.

        • GregP74

          Agreed.
           
          (Although… did T-Mobile turn down the iPhone? AFAIK, they were never given an offer to have it. Apple just went with the biggest GSM provider (AT&T) and made them the exclusive US carrier.)

        • Anonymous

          Tmo never did marketing well. They have been scared of new technology. I was there when the Razr came out and tmobile did not want to deal with the bugs of a new device, well att took it and the rest is history. So I believe that apple went with att because of the history of taking a risk on new technology while tmobile did not and has not in my opinion.  The G1 was not a good phone and if it was, obviously apple has cornered the market on marketing. Apple could market a cardboard box as a phone and people would buy it. Tmo continues to drop the ball again and again…..

    • Anonymous

      This comment is mind-numbingly ignorant and shows you either thoroughly lack intelligence or are a true redneck that also believes Mexicans are ruining the country and stealing jobs.  

      • they are…i happen to work for a company who employs five mexicans.  The company pays them very little money per hour because they are all trying to work out their immigration status.  They also pay in cash to them.  So the money is not taxed.  And they play dumb like they don’t understand english when  they are asked “why didn’t you clock out for lunch?”  This one lady never clocks out for lunch and always pretends to forget it.  The other guy takes the work truck and goes all over creation and has even slept with female customers.  He lies day in and day out.  Shady as all get out.  So yes, it is true and I wouldn’t have beleved it either until I went to work at this company.

        • Anonymous

          So you are passing judgement on an entire group of people based on your experience with 5 people who may or may not actually be Mexican? Tell me how many Americans would pick blueberries in Maine as a job? Or for that matter any other farmwork? This great country of ours was built on immigrant labor, be it Mexican, Irish, Italian or Guatemalan, it’s Capitalism.

  • Wbarcal

    So I tried to get the free g2x and sign a contract. They said I was on a no contract plan that could not be upgraded to a contract plan cause I was on a contract……. They have really slipped I guess I will go to some on else now .

    • Dylans_angel_2007

      Reading this I can almost guarantee this is what happened….you signed a contract for either new service our a phone upgrade. At some point after that happened, somebody told you that you could save money with an even more plus plan (no contact plan). To switch to that plan one of two things has to happen…. One, you pay the early termination fee to cancel your contact or two, we let you switch to it without paying the fee as long as you agree to fulfill the original terms of the contact. That is how you got a no contact plan but are still in contact. Would you have rather paid $200 per line to be able to switch to it?

  • Bigjohn7187

    there is anoter reason for making sure t-mobile captures the information. I have some friends that work for T-Mobile, and they strive to reoslve the issue the first time, the best way to track that is if you rnumber is captured. SO if they can see that you are calling right back because your issue was not resolved they can train to that to prevent those cvall backs by resolving the issue the first time.

  • Bigjohn7187

    there is anoter reason for making sure t-mobile captures the information. I have some friends that work for T-Mobile, and they strive to reoslve the issue the first time, the best way to track that is if you rnumber is captured. SO if they can see that you are calling right back because your issue was not resolved they can train to that to prevent those cvall backs by resolving the issue the first time.

  • G B

    I was an employee for 9 years up until late March of 2011. I saw T-Mobile in the great, bad and ugly. The moment that Sue Noakes left, things started to go downhill. They started to charge fees for everything and then we were required to sell, sell, sell and they called it “right-fitting”. When the announcement came out that Robert Dotson was leaving and some German guy was taking his place that was the beginning of the end. It went from, “if they have overages, sell them something so it doesn’t happen again” to “make sure that every feature that is possible is on the account and don’t take no for an answer”. They disguised it as if they don’t know all the great things about it, how can they make an informed decision. Less then a week after the announcement came out, I was let go. I have to admit that I was a top paid rep and had been there forever and saw it coming. The news coming out that they are reducing staffing and even reducing the severance package is NO surprise to me. Top management was notorious for that. All they are doing is trying to get the stock price as high as it will go by reducing costs and increasing revenues. My advice to current employees, find a new job NOW, otherwise the workplace will be flooded when the call center is closed. My advice to current customers, this is just a taste of what is going to happen, jump ship.

    • Mattmjb0188

      I am really sorry that happened to you.  Not to change the subject but were you ever informed of blacklisting frequent callers?  Every rep I spoke to denies it.  Why do reps like and tell the customer what they want to hear?  

    • Mattmjb0188

      I am really sorry that happened to you.  Not to change the subject but were you ever informed of blacklisting frequent callers?  Every rep I spoke to denies it.  Why do reps like and tell the customer what they want to hear?  

      • jack

        Its not blacklist, its bronze. And why would a rep, whose conversation is being recorded, inform you of such list. I don’t want to get in trouble for that. And there are customers who deserve to be on said “list”, but not all are valid either. No one will ever mention this to you, not even a supervisor. Just don’t call so much.

        • Anonymous

           They say all calls are recorded but the system does not always catch your call.

        • Dylans_angel_2007

          Oh yes it does capture every call. May not capture screen shots for every call but it catches the audio.

        • Anonymous

          No paying customer deserves to be put on a “list” that prevents them from having their issues and concerns addressed. If T-Mobile doesn’t want those kind of people calling, maybe they just should simply exercise their right to terminate the customer’s service and send them a polite letter directing them to spend their money elsewhere. 

          Otherwise, do the right thing, and help your damn customers, even if its inconvenient. 

      • jack

        Its not blacklist, its bronze. And why would a rep, whose conversation is being recorded, inform you of such list. I don’t want to get in trouble for that. And there are customers who deserve to be on said “list”, but not all are valid either. No one will ever mention this to you, not even a supervisor. Just don’t call so much.

    • Anonymous

      You are part of the old guard obviously. Sue Nokes, Paula Lentini, Denny Post and Robert Dotson’s lack of vision put t-mobile in their current situation. Sue Nokes was no savior or protector, just another upper level executive directly responsible for missteps. Neville Ray and Jim Alling were protectors. Phillip Humm is just a puppet with strings being pulled from Germany, they needed one of their own to broker this deal so it wouldn’t get out to the executives.

      • Mark

        I disagree. Sue Nokes leaving and the return of upgrade fees was the beginning of the end. Sue’s philosophy in a nut shell was to keep the customer happy, within reason, and a happy customer is a loyal customer and a loyal customer was a profitable customer. She pulled T-mobile from the ranks of companies like US Cellular and Metro PCS to at least be on the same playing field of the major national carriers. I would hypothesize that the reason she left is because the company started to deviate from this philosophy, started the money-grab, and quality customer service was far less important. 

        • H8stylist

          i can’t begin to theorize why sue nokes left.  however, i do not believe that she left due to a decline in customer service.  also, a successful company is a profitable company with growth.  tmobile was not growing or more profitable while sue nokes was at the helm, so i would not say that she was any better than current management.

        • Anonymous

          You seem to be one of the few people in here with true knowledge of t-mobile at a higher level, it’s refreshing to see not everyone is getting all of their information from websites.

        • Unknown11

          She did help T-Mobile get to where they needed at the time, and she is now working with Asurion which provides equipment protection for t-mobile customers so she is still in a way working with T-Mobile.

        • Anonymous

          Upgrade fees were gone for all of like 6 months. You can not credit Sue Nokes for that either way. She was more of a mascot than driving force of anything.

      • Mark

        I disagree. Sue Nokes leaving and the return of upgrade fees was the beginning of the end. Sue’s philosophy in a nut shell was to keep the customer happy, within reason, and a happy customer is a loyal customer and a loyal customer was a profitable customer. She pulled T-mobile from the ranks of companies like US Cellular and Metro PCS to at least be on the same playing field of the major national carriers. I would hypothesize that the reason she left is because the company started to deviate from this philosophy, started the money-grab, and quality customer service was far less important. 

  • Their voice recognition sucks when you call. I tried it 5x and it was totally wrong and yes I speak very clear english.

    • Neoprimal

      Crazy people don’t know or think they are crazy. Just noting that.

  • Velanche Stewart

    The wait times isn’t anecdotal; the 3-4 times I’ve tried reaching T-Mobile this week, my wait time was at least 45 minutes. So count me in to confirm it, at least on my end.

  • Velanche Stewart

    The wait times isn’t anecdotal; the 3-4 times I’ve tried reaching T-Mobile this week, my wait time was at least 45 minutes. So count me in to confirm it, at least on my end.

  • Velanche Stewart

    The wait times isn’t anecdotal; the 3-4 times I’ve tried reaching T-Mobile this week, my wait time was at least 45 minutes. So count me in to confirm it, at least on my end.

  • Even More Screwed

    It’s because they don’t care about current customers, they only care about new customers. My family and I are on the Even More Plus for Families (2 yr contract mind you) and we are eligible for upgrade in August. I called customer service just to get some ideas about the plans and find out that apparently we can only move to a Value plan contract when we renew. VALUE PLAN= No phone discounts. I didn’t understand why, we weren’t notified of this, we weren’t given the option to re-up early (as of last week they were still letting EM+ people go to Classic plans) and it’s just like “Oh well what are you gonna do?” That would’ve never happened a couple of years ago, tmo is changing and it isn’t for the better.

    • CRT24

      It is true that you cannot move from even more plus to the classic plan but the value plan is a better deal….even if you get the most expensive phones you will still pay less for the value plan + your phone installments than you would with just the classic plan….and the initial out of pocket for the phones is less as well.

    • CRT24

      It is true that you cannot move from even more plus to the classic plan but the value plan is a better deal….even if you get the most expensive phones you will still pay less for the value plan + your phone installments than you would with just the classic plan….and the initial out of pocket for the phones is less as well.

      • Viper77355

        i was on the even more plus with 2 lines and moved to the classic plan with unlimited talk text and they let me keep my preferred android unlimited web witch caps out at 5 gigs not the 2 gigs they where giveing me plus im paying 20 bucks a month for web not 30 i pay 140 when i was paying 140 for 750 minutes and unlimited text and web tell me what one is better lol

        • CRT24

          The value is better……when your not paying for phones your bill will he 40.00/mo less and if you do buy phones then again, you will pay less up front and even with the installments included will be less than what your playing just for the plan.

        • CRT24

          The value is better……when your not paying for phones your bill will he 40.00/mo less and if you do buy phones then again, you will pay less up front and even with the installments included will be less than what your playing just for the plan.

    • Ggdron00

      If you look at the prices of the Value Plans theyre alot cheaper than any of the other major carriers plans but yes you dont get a discount on a phone which is what most people look for when they renew contract.

    • Dylans_angel_2007

      Do the math….with the new value plans, if you use eip to pay for your phone your bill still comes out lower than the classic plan where you get discounts. Over the course of the two year contact you end up saving about $200 more than you would have saved by getting the discount on the phone. This is why we don’t let you switch to the classic plan. It’s in YOUR best interest.

    • Dylans_angel_2007

      Do the math….with the new value plans, if you use eip to pay for your phone your bill still comes out lower than the classic plan where you get discounts. Over the course of the two year contact you end up saving about $200 more than you would have saved by getting the discount on the phone. This is why we don’t let you switch to the classic plan. It’s in YOUR best interest.

  • Even More Screwed

    It’s because they don’t care about current customers, they only care about new customers. My family and I are on the Even More Plus for Families (2 yr contract mind you) and we are eligible for upgrade in August. I called customer service just to get some ideas about the plans and find out that apparently we can only move to a Value plan contract when we renew. VALUE PLAN= No phone discounts. I didn’t understand why, we weren’t notified of this, we weren’t given the option to re-up early (as of last week they were still letting EM+ people go to Classic plans) and it’s just like “Oh well what are you gonna do?” That would’ve never happened a couple of years ago, tmo is changing and it isn’t for the better.

  • Msl06

    Yes something is definitely goin on bc I have to wait exactly 47-50mins everytime now and not too long ago it was like 4-5mins. Its ridiculous we r still with tmobile at this time att hasn’t taken over yet so please at least make it to where its doesn’t take a lifetime to speak to someone!

  • Msl06

    Yes something is definitely goin on bc I have to wait exactly 47-50mins everytime now and not too long ago it was like 4-5mins. Its ridiculous we r still with tmobile at this time att hasn’t taken over yet so please at least make it to where its doesn’t take a lifetime to speak to someone!

  • Msl06

    Yes something is definitely goin on bc I have to wait exactly 47-50mins everytime now and not too long ago it was like 4-5mins. Its ridiculous we r still with tmobile at this time att hasn’t taken over yet so please at least make it to where its doesn’t take a lifetime to speak to someone!

  • Msl06

    Yes something is definitely goin on bc I have to wait exactly 47-50mins everytime now and not too long ago it was like 4-5mins. Its ridiculous we r still with tmobile at this time att hasn’t taken over yet so please at least make it to where its doesn’t take a lifetime to speak to someone!

    • Anonymous

      How does one wait EXACTLY 47-50 minutes?  Is it truly possible to EXACTLY wait an unspecific amount of minutes?

      • brucewayne73

        Thank you for adding your two cents.  It was sooo needed.

        • Anonymous

          How’s that for irony? (you’re probably slow so I’ll spell it out). Was your comment needed?

      • 50 mins wait is good, the other day i waited about 3 hours. i kept it on speaker and surf the web  on my home pc. it was shocking!

  • Kim Jong-il

    Having been a T mo customer for about 8 years and a T mo employee for 1 year (before being let go, more on that later). I honestly am not shocked by this post. When I was laid off(Nee Fired) I was told the “reason” was because I was “losing the company money”. Which came down to being more interested in helping the customer then adding features. When a customer called asking to remove a feature, my concept was to find out WHY and work from there and in the end IF the customer did NOT need the feature you REMOVE the feature. CS AND SALES (as they are now known) is all about SPPH (Sales per productive hour). Removal of features is something that they do NOT want to happen. There where many times (more then I can count) that I had a customer or sales rep (I also supported stores) would say “Thank GOD we found YOU, we have tried x number of times to remove this feature and NO ONE would do it”. Looking back, I have no regrets for trying to help the customer. I have always said (even when I was working Tech support) that when *I* talk to a customer *I* am his/her/it’s advocate, no one else is going to look out for the customer, THAT’S my job. As for the comments on the “bronze” que, yes it exists, and I had a number of people ask “WHY does it take me a HOUR on my phone but on my friends phone, I get right thru!” what can a person say? It’s not what I would want a company to do, however it is done by T Mo. Things went to hell when we where told “Oh your no longer just customer service, you are Customer service AND sales” Really? Well does that mean the sales reps are “Sales reps AND customer service” No, I don’t think so. 
    Your friend “and Dear leader”
    Kim Jong-il

  • Calm

    I just call about my billing/credit issue it took 3 min i get a rep on line and got my credit too. I’m happy.

  • Calm

    I just call about my billing/credit issue it took 3 min i get a rep on line and got my credit too. I’m happy.

  • Anonymous

    I think it’s funny that he strong together a well thought out comment with insight and all you offer in response is an insult.  You have no clue what you’re talking about.

  • Anonymous

    This is dead-on and somewhere along the lines of what I posted above, although I do not work in Care, it just makes sense.  It’s funny how quick people are to attack instead of seeing things for what they are.  T-Mobile is evil for trying to be profitable?  T-Mobile is evil for making sure customers are routed to the proper queue?  Seriously?

  • Neoprimal

    I think they had some problems sometime from May to mid-July. The AVG wait time then was 35m. I had to wait for as long as 45m once during that time, and no less than 20m or so. Now however, they seem to be back to normal and I’m holding for no longer than 4 or 5m. 

    During that time, I might add, I had to call up to 3 times weekly because I had issues with my phone service. It was during the upgrades (which they did not advertise). Now that they have “rolled out” the upgraded 4G speeds, everything seems back to normal, include my service. So I don’t know if this has been an all-year even for some folks but it definitely hasn’t been that way for me.

  • Mattmjb0188

    Those who can’t get through…hangup and put in a DIFFERENT phone number.  Do this from a land line or from your phone dial *67,1-800-937-8997.  Works every time.  Maybe they’ll drop the blacklisting.

  • Vjballa21

    I agree working for T-Mobile. customers are complaining daily of long wait times for care, which causes alot of customers to take their issues to the store. Also David, you have too many ads on you site and is slowing down and sometimes crashing the load. You are our main source for unofficial t-mobile news for my store and are becoming very unreliable. I used to check this site daily but with it freezing my computer for a minute or two with a verizon pop up and other crap I barely ever go on here anymore except once a week. Just FYI im sure im not the only one.

    • Cyclone

      use add blocker

    • H8stylist

      These ads are not here with David’s permission.  They are part of the domain he uses for the site.

    • Sorry, the site needs to make money in order to operate. They are the decision of the ad company that I, PhoneDog, Androidandme, Phonescoop, Macrumors all use…just to name a few. 

      • Anonymous

        I’ve got no problem with the ads. I love this site and I’m good with you doing whatever it takes to bring in enough revenue to keep the lights on. (And hopefully take you and the new Mrs. out to a good dinner once in a while!) :)

      • Anonymous

        I’ve got no problem with the ads. I love this site and I’m good with you doing whatever it takes to bring in enough revenue to keep the lights on. (And hopefully take you and the new Mrs. out to a good dinner once in a while!) :)

      • Anonymous

        I’ve got no problem with the ads. I love this site and I’m good with you doing whatever it takes to bring in enough revenue to keep the lights on. (And hopefully take you and the new Mrs. out to a good dinner once in a while!) :)

  • Dp4609

    Waiting for a Rep to pickup hasn’t been too much of an issue with my situations. It’s the outcomes and rep’s attitude that is. I remember the last time reps were pleasant and something T-Mobile could definitely boast about, (February 2010).
    Now it seems like you’re talking to stressed workers or people who don’t want to be there. Which is the complete opposite of what it once was. Also look at the how long PR. Takes to discuss any faults with phones or remedies on the way *cough* G2x… And to be honest it seems like they half-assed gingerbread for it anyway. No special camera functionality, little things in gingerbread missing, such as the wifi and cellular signal don’t turn green, no animated TV off screen, and only implementing 2.3.3 instead of 2.3.4. No Netflix which once again are minor issues. But you’d think to finally satisfy customers that put up with sub par products. Well hopefully there’s a another polished update in the short future. It’s nice to have those little wow factors of android, something to make apple folks a tad jealous their “god”phone can’t yet do. :-P

    • H8stylist

      well i can confirm that a lot of the reps are stressed over the changes to the business metrics for calls.  most of us didn’t go to work at t-mobile to be sales reps, we went to perform customer service.  i thoroughly enjoy working with people and solving their problems and it was the main reason i started there. then they started with “right fitting” then started raising the bar each quarter with what “right fitting” meant.  by the time i left, it meant a data plan on every line on the account (regardless of the phone you are using), and i was a wreck since i am not the type of person that likes to push things on to people i can see that they don’t want or need.   since i left, i have been happier, lost weight, and don’t snap at people for no reason outside of work.

      • gladimgone

        Same here I just left Thursday I just couldn’t take it anymore.  The reps are so stressed out by all the changes and trust me most of us don’t want to be doing this to the customers.  It is really hard for me to sit there and sell stuff to a customer that just lost their job.  There has been an increase of reps being fired or people like myself that have found another job.  It was hard to watch people being taken out by ambulance, hearing how they’ve had heart attacks, and other issues.  Also all these metrics that were piled on us were really hard to meet all of them and they said that people were meeting it.  Funny thing was that there was just a small number of people that were meeting and not always by ethical ways.  It turned into a very threatening environment and I was told they’d fight me tooth and nail if I was fired and I applied for unemployment benefits.  

        I ask this of all the readers here if you have to wait a long time to get a rep than please understand they are doing the best the can.  The reps can’t help what leadership has decided and trust me you get more from reps when you aren’t yelling at them and getting an attitude.  It doesn’t work and at least not with me it doesn’t.  

      • gladimgone

        Same here I just left Thursday I just couldn’t take it anymore.  The reps are so stressed out by all the changes and trust me most of us don’t want to be doing this to the customers.  It is really hard for me to sit there and sell stuff to a customer that just lost their job.  There has been an increase of reps being fired or people like myself that have found another job.  It was hard to watch people being taken out by ambulance, hearing how they’ve had heart attacks, and other issues.  Also all these metrics that were piled on us were really hard to meet all of them and they said that people were meeting it.  Funny thing was that there was just a small number of people that were meeting and not always by ethical ways.  It turned into a very threatening environment and I was told they’d fight me tooth and nail if I was fired and I applied for unemployment benefits.  

        I ask this of all the readers here if you have to wait a long time to get a rep than please understand they are doing the best the can.  The reps can’t help what leadership has decided and trust me you get more from reps when you aren’t yelling at them and getting an attitude.  It doesn’t work and at least not with me it doesn’t.  

        • H8stylist

          they didn’t fight me over my unemployment, i got a letter saying that they fired me unjustifiably, and have been on unemployment for 4 months now.  hard to find a decent customer service job that pays even close to what i was making at t-mobile.

        • Chillin

          Yeah i was told the same thing about them fighting me with unemployment or as i refer to it “scare tactics” the let me go for my sales not meeting expectations and unemployment called me asked why i was fired and i was very up front with them. i was hired to be a customer service rep and was fired for not meeting sales. , so to the reps that are afraid they will not get unemployment, if you were hired as CSR and were fired for not meeting expectations for SALES, you will get unemployment, at least in the state i live in.  dont let management bully you around, and dont forget who you are.

        • Chillin

          Yeah i was told the same thing about them fighting me with unemployment or as i refer to it “scare tactics” the let me go for my sales not meeting expectations and unemployment called me asked why i was fired and i was very up front with them. i was hired to be a customer service rep and was fired for not meeting sales. , so to the reps that are afraid they will not get unemployment, if you were hired as CSR and were fired for not meeting expectations for SALES, you will get unemployment, at least in the state i live in.  dont let management bully you around, and dont forget who you are.

        • Anonymous

          You should have let them fire you. You’d have gotten unemployment. (Most likely.) You can still try to make a case that you quit for cause, but it’s a much harder thing to prove and the burden is on you. 

        • Anonymous

          You should have let them fire you. You’d have gotten unemployment. (Most likely.) You can still try to make a case that you quit for cause, but it’s a much harder thing to prove and the burden is on you. 

        • Anonymous

          You should have let them fire you. You’d have gotten unemployment. (Most likely.) You can still try to make a case that you quit for cause, but it’s a much harder thing to prove and the burden is on you. 

    • H8stylist

      another thing, people need to stop blaming t-mobile (or any other carrier for that matter) for updates on phones.  t-mobile only tests the software that was delivered to them to make sure it’s stable.  it is the manufacturers sole responsibility to create the updated software to fix bugs or update to a newer version.  

  • alex

    Not one rep will admit the blacklist, even with evidence from T-mobile stores and even the official T-mobile forums. The blacklisting is happening to 5 plus year customers more than any others, which leads me to believe that it is intentional to cut losses and not have to give into the demands that come with loyalty.

    I find it hilarious. T-Mobile before being obsessed with the AT&T merger was up all night figuring out how to deal with churn..

    Blacklisting customers because of calls to tech or billing, regardless of how many credits you’ve given or exceptions you’ve mad, has NO excuse.

    But unfortunately, there’s just no other ball game to play. I just wrapped up a Sprint trial with 2 free EVOs and my month of service if I had stayed the whole month would have been $160 plus tax for 2 lines sharing 1500 minutes, text, and data. Same goes for Verizon, same goes for AT&T

    on T-Mobile, I’ve got 2 lines unlimited, 3 lines 500 minutes, texting, data on 3 lines, insurance on 2 lines, international discount calling on 2 lines, under $200 before tax.

    but the blacklisting is real, if I want a CSR, I have to go on the tmo web chat or call from a prepaid phone or terminated account and then transfer from there.

    • did u switch to Sprint? Sprint gives $125 credit on each line  that switches . plus  there is a 25% off monthly discount   witht he employee discount.

  • Dylans_angel_2007

    Lets clear something up here. Tmo is not doing MORE outsourcing, matter of fact were bringing a lot of it in house and CUTTING the outsourcing. most teams in my center alone are handling 3 very different types of calls because of cutting outsourcing. This is just the perspective from reps in our center, not anything that we’ve been told, but our feeling is that very soon there won’t be anything outsourced. Just a feeling we all have about the direction things are headed.

  • very good comments by former TMO  REPS. thank you

  • very good comments by former TMO  REPS. thank you

  • It tooke me literally 4 attempts to get to a customer service representative.  That never happened before.  But the stupid robot-lady kept saying “I’m sorry.  I’m having trouble understanding you.  Therefore I am going to dixconnect the call.” 
    That ticked me off so that by the time I got to a customer service representative, I was ready to blow up!

    Secondly, I take issue with the fact that they have started a $20 reconnect fee PER phone line when your phone is shut off.  The phone being shut off temporarily where you can only receive calls is bad enough.  But now they are charging $20 and I never received a notice.  When I called and asked how this may breach the contract and agreement that I entered into and that I do not agree to the changes, I was not given any options except to cancel my current contract and enter into a brand new contract.  If I entered into a new contract then they would give me $79 off my first bill.  I felt pressured and my issue was not resolved.

    I loved tmobile and stayed with them for years because of their friendly and customer-centered service.  But tehy are changing and I have never in my life been shut down like this before.  I am a long time user of tmobile and they just crapped all over my loyalty. 

    To me, late money is better than no money.  But as soon as I find a way out, I am leaving tmboile because they are going down the drain really quick.

    Oh, I understand about paying bills on time and all of that.  But tmobile has allowed this for years and that is part of the reason I stayed wiht them.  I am a single parent and my children have phones.  But I have to juggle money every month so I try to pay them to keep the phones going.  They always get my money though.  Also, they act like they own me because of their contract and I don’t have to agree to the change.  It feels like a breach because I cannot call them and ask for a better plan and the $79 off and still keep the same contract.  They will cancel that contract as if it doesn’t exist and start me with a new one.  So they should apply this late fee crap to new contracts just as they do the new plans and offers. 

    I am not paying the $40 even if it goes onto my credit.  I am going to contact their legal department.  And I am going to write on every forum that I can online.  They don’t know how connected I am online but I am going to do their darn job and get the word out.  I hope that everyone who finds my posts WALKS from tmobile.   What tmobile is doing is wrong and it is going to cost them a lot of customers. 

    I referred so many of my friends and family over the years to tmobile but right now, they couldn’t even brush and floss their teeth and kiss my but after riding a bike in 90 degree weather.

    So yes, customer service SUCKS!

    • H8stylist

      you are only charged the 20.00 restore fee when restored from a full suspension, not a partial suspend where you can still receive calls.  I don’t know what the deal is with your account but i personally receive text messages and phone calls about my tmobile bill.  if there is more than one line on your account, someone else may be getting them if not you.  to blame tmobile for charging a restore fee when you were late on your bill is being immature.  almost all service companies charge a re connection fee if your delinquency caused it, so leaving for sprint, verizon, att, will not avoid this.  i hear customers all the time complaining about these fees that are common from all carriers and saying they are switching cause of it.  if you are going to switch, switch for a valid reason, not because of a fee that you are going to pay everywhere else.

      • Jon123

        You do get an sms advising you. Plus you should know when to pay your bill…and to all: anytime you get suspended even partially you will bbe charged. $20…NO CREDIT AT ALL FOR THIS

        • H8stylist

          unless that was a change that was made since march, ladex suspends have never charged to be reactivated, so it wouldn’t need to be credited since it is not charged.

          btw, called cust care and the wonderful lady not only looked the policy up while talking to me she confirmed that you are still only charged if it is a FULL SUSPENSION.  due to the fact you are still being charged your monthly rate during the partial suspend, it would be double charging you basically to add a restore fee onto it.  please make sure you are up to date on policies before giving information out.

          oh and she offered me MRC at the end of the call lol

        • Dylans_angel_2007

          Policy changed june 16th or 17th. Yes accounts are charged the $20 restore fee even when only ladexed. And even employees have to pay that if their service is interrupted.

        • H8stylist

          i am going to probably go to a store next week to see the policy myself, since it makes no sense to do a partial suspend, still charge the full MRC, and then add a restore fee ontop.  while it is possible, i find it very improbable that they would do that.  i also find it hard to believe when the rep was reading the policy word for word for me (not by request, she was doing it to make sure she wasn’t giving false information)

      • Unknown11

        Or switch due to something that is not your fault as a customer!   These fees get billed on customers accounts becuase the customer is not paying their bills, so get over it!!!!  What ever happened to  being a responsible consumer and taking responsibility for your own bills etc.  I hate when people bitch about it. 

      • Nic

        If anyone is being charged for a restore fee, then wouldn’t that mean they haven’t paid their bill, thus got disconnected?  So, if one isn’t paying their bill, I can certainly understand why they’re personally sore about any additional fee when they must not have had enough money to begin with, but seriously, they can’t afford their phone/s and should find an alternative phone such as a prepaid phone. That restore fee is highly understandable and totally right. I wonder why anyone would expect a business to tolerate missed payments, let alone repetative missed/late payments and not disconnect them? 

  • CHarley1690

    I just have to say that I just called Tmo in order to discus a new contract for me and my family and I was completely unpleased. I did not have any wait time when calling but it was very frustrating trying to get a hold of an actual person, in fact the first time I called the robot hung up on me because I didn’t want to pick one of their predecided choices. Then after finally getting someone the second time they really didn’t seem to care. In fact they told me to go shop elsewhere if I want a good deal on a phone. It seems like too much work for anyone these days to want to keep current customers happy, it’s all about new customers and roping them in. One word that wraps it all up for me right now…Frustration!

  • CHarley1690

    I just have to say that I just called Tmo in order to discus a new contract for me and my family and I was completely unpleased. I did not have any wait time when calling but it was very frustrating trying to get a hold of an actual person, in fact the first time I called the robot hung up on me because I didn’t want to pick one of their predecided choices. Then after finally getting someone the second time they really didn’t seem to care. In fact they told me to go shop elsewhere if I want a good deal on a phone. It seems like too much work for anyone these days to want to keep current customers happy, it’s all about new customers and roping them in. One word that wraps it all up for me right now…Frustration!

    • CHarley1690

      Also, after asking why Tmo can’t/won’t give me a good deal for an upgrade they told me that in the near future Tmo will no longer be offering phone discounts for upgrades at all.

    • CHarley1690

      Also, after asking why Tmo can’t/won’t give me a good deal for an upgrade they told me that in the near future Tmo will no longer be offering phone discounts for upgrades at all.

    • H8stylist

      i remember a lady that called in one time and she wanted better pricing than what i had offered her.  i told her that wal-mart, sams club, costco, and even radio shack a lot of times have deals that are cheaper than tmobile’s.  she got offended that i was telling her to go somewhere else.  i wasn’t saying it rudely or even matter of factly.  it’s not trying to get you to shop elsewhere, it’s giving you options.  as reps we can’t just take off 20.00 cause we like you and think you are a good customer.  

      to clarify to some of those that do not understand why they are cheaper than buying directly.  it’s simple, tmobile pays the stores for each contract extesnion (new activation or upgrade) they recieve.  so if say walmart gets 100.00 for each phone they sell, they can drop the price lower than retail and still make profit, and drive traffic into the store at the same time.

      • Nic

        Doesn’t that great deal only apply to new lines?  I’ve been with TMo since they were VoiceStream, and not once have I ever seen any great deal unless one is willing to accept one of those cheap little phones with no frills and maybe a VGA camera that hardly anybody would want.  If one is renewing, then their discount is based on the customer’s last upgrade date and whether or not they’re on a 1-yr or 2-yr contract.  I get my ‘best’ discount, it looks like, if I wait until the middle of the month prior, through the last month just before my contract is up.  I’m not even sure if I get any discounts prior to the 11th (or 23rd) month.  I do realize that I will always qualify for one of the free phones if I sign a new contract, but I can’t think of any reason why I would ever want to do that when I can just go buy a cheap, no-contract phone and slip in my SIM and keep my same old plan, uncontracted.  Uh, uh, not a deal for me. No thanks.  TMo even charges a renewal fee which doesn’t do anything. That’s BS. Some years ago I bought a very nice upscale unlocked phone outright from a NYC dealer. I slipped in my SIM, used my TZones as internet access and was good to go and never got charged an upgrade fee; so that proves it isn’t necessary. That fee is hardly different than the fast food industry making all their money off the inflated costs of drinks and fries, or the printer industry with the price of their cartridges.  I don’t want to be one of the many who subsidize those fabulous deals for the newbies. No thank you.

        • H8stylist

          your official upgrade date is 22months into your current contract, once you hit that date you can upgrade anywhere pretty much.  wal mart, sams, costco all price the same upgrade or new service.  radio shack (which won’t offer tmobile for much longer) had different pricing between new and upgrade.  however, it was still either in line with tmobile or cheaper.  for partial discounts between your upgrade dates, you can only upgrade with t-mobile (i think i have heard some authorized dealers do it, but can’t confirm).

        • Nic

          22 months – that’s what I thought, but was just told 23 months.  Well, no matter, maybe the rep made a mistake in saying what she meant. Radio Shack just told my son about a cool offer, so I might check it out.  WalMart Family Plan offered the new MyTouch Slide 4G for $99.99 for a new line.  Wow!

        • Nic

          22 months – that’s what I thought, but was just told 23 months.  Well, no matter, maybe the rep made a mistake in saying what she meant. Radio Shack just told my son about a cool offer, so I might check it out.  WalMart Family Plan offered the new MyTouch Slide 4G for $99.99 for a new line.  Wow!

  • Kim Jong-il

    So while at the “Y” doing my swimming, something dawned on me, and I figured that it was something that I would want to post. You know when I went thru training to be a T-Mo CSR (thanks Jake you really where a great trainer), we where told about CEO (Customers, employee’s and owners). Trying to balance ALL three and make sure that it’s the best for all involved. Looking at how things are now, it looks like the “C” has been ignored the “E” is on life support (at best) and the “O” has gone on vacation to Germany. DT (Deutsche Telekom) IMHO has sold T Mobile USA down the river. There can be all kinds of theory’s as to why, or who did what. Still,  as has been said before, even IF the merger with AT &T does NOT go thru, the damage is already done. When I applied for unemployment I received a call (much like the person below me) asking “why” they had “Fired” me. I told him the SAME THING that that person stated. I was NOT selling as much as management had wanted in it’s metrics. The switch from Customer service to “Customer service AND sales” has made things worse for the customer as well as the CSR. The CSR now has “issues” with trying to “sell” so they do not lose their job. The Customer now has to deal with odd ball sales pitches “Now, *I* know you need caller tunes sir”. This gives the CSR a conflict of interest, you cannot be an Advocate for the customer when you KEEP trying to sell them things they do not want OR need. As for the “Bronze” que, it exists, it’s NOT talked about it’s one of those “hush, hush” things, because it would go against the whole concept that HAD existed at T mobile, the CEO  concept, as such it’s now the “dirty little secret” that no one wants to talk about or state it really exists. it’s a “out of sight, out of mind” thing as long as WE have Plausible deniability, we can continue to rave about how great our customer service is… Go figure….*I* myself am going to go to Sprint (I think) now the bigger question that I have is Epic 4G or Evo Shift OR the sprint Win 7 phone is going to be the phone *I* want…Your amazing leader (and bestest friend),Kim Jong-il

  • Kim Jong-il

    So while at the “Y” doing my swimming, something dawned on me, and I figured that it was something that I would want to post. You know when I went thru training to be a T-Mo CSR (thanks Jake you really where a great trainer), we where told about CEO (Customers, employee’s and owners). Trying to balance ALL three and make sure that it’s the best for all involved. Looking at how things are now, it looks like the “C” has been ignored the “E” is on life support (at best) and the “O” has gone on vacation to Germany. DT (Deutsche Telekom) IMHO has sold T Mobile USA down the river. There can be all kinds of theory’s as to why, or who did what. Still,  as has been said before, even IF the merger with AT &T does NOT go thru, the damage is already done. When I applied for unemployment I received a call (much like the person below me) asking “why” they had “Fired” me. I told him the SAME THING that that person stated. I was NOT selling as much as management had wanted in it’s metrics. The switch from Customer service to “Customer service AND sales” has made things worse for the customer as well as the CSR. The CSR now has “issues” with trying to “sell” so they do not lose their job. The Customer now has to deal with odd ball sales pitches “Now, *I* know you need caller tunes sir”. This gives the CSR a conflict of interest, you cannot be an Advocate for the customer when you KEEP trying to sell them things they do not want OR need. As for the “Bronze” que, it exists, it’s NOT talked about it’s one of those “hush, hush” things, because it would go against the whole concept that HAD existed at T mobile, the CEO  concept, as such it’s now the “dirty little secret” that no one wants to talk about or state it really exists. it’s a “out of sight, out of mind” thing as long as WE have Plausible deniability, we can continue to rave about how great our customer service is… Go figure….*I* myself am going to go to Sprint (I think) now the bigger question that I have is Epic 4G or Evo Shift OR the sprint Win 7 phone is going to be the phone *I* want…Your amazing leader (and bestest friend),Kim Jong-il

    • H8stylist

      i am not sure on sprint atm, although i like the idea of unlimited data, there’s no wimax currently.  sprint is not blowing me away on phones, although, the new motorolla photon 4g looks very nice.  just to really mess things up though, sprint just announced a deal to buy a bunch of LTE bandwidth from lightsquared.  so what happens to wimax?  why buy a great phone in anticipation of a 4g network that looks like isn’t even going to come now.

      Verizon on the other hand has a great network, LTE data, and most of the people i talk to are on verizon, so my minutes would be free and wouldn’t need a large plan (the new tiered data plans though leave much to be desired).However, verizon hasn’t released 1 good LTE phone yet.  All the phones are single core, and get horrible battery life.  The droid bionic looked to be the first good phone, till it got pushed back to september (if you follow phones, this is like the 5th time the bionic has been delayed).

      I could stay with t-mobile, and get the great Sensation (not much about the phone i don’t like, outside of the fact that it would be nice if it was higher than 14mbps HSPA+).  Problem is, I have seen rumors and theories that att is not going to keep the T-mobile HSPA up, and my phone would be running on edge after the merger.

      ATT of course is NOT an option…

      it’s just not a simple decision atm for me, so i am sliding by with my mytouch slide until something blowes me away.

    • H8stylist

      i am not sure on sprint atm, although i like the idea of unlimited data, there’s no wimax currently.  sprint is not blowing me away on phones, although, the new motorolla photon 4g looks very nice.  just to really mess things up though, sprint just announced a deal to buy a bunch of LTE bandwidth from lightsquared.  so what happens to wimax?  why buy a great phone in anticipation of a 4g network that looks like isn’t even going to come now.

      Verizon on the other hand has a great network, LTE data, and most of the people i talk to are on verizon, so my minutes would be free and wouldn’t need a large plan (the new tiered data plans though leave much to be desired).However, verizon hasn’t released 1 good LTE phone yet.  All the phones are single core, and get horrible battery life.  The droid bionic looked to be the first good phone, till it got pushed back to september (if you follow phones, this is like the 5th time the bionic has been delayed).

      I could stay with t-mobile, and get the great Sensation (not much about the phone i don’t like, outside of the fact that it would be nice if it was higher than 14mbps HSPA+).  Problem is, I have seen rumors and theories that att is not going to keep the T-mobile HSPA up, and my phone would be running on edge after the merger.

      ATT of course is NOT an option…

      it’s just not a simple decision atm for me, so i am sliding by with my mytouch slide until something blowes me away.

      • Kim Jong-il

        H8stylist… I totally agree, I went from the “original” Mytouch to the 3G slide and I have become “spoiled” by the physical keyboard, that means that I’m not sure which sprint phone would be best. My friend (who’s plan I am going to be going to) really REALLY likes the HTC arrive. I’ve messed around a bit with it, and it’s not bad. I’m just not impressed with something from MS, too much pain and suffering trying to support Win Mob 6.x.  I do love the KB on tghe Arrive, still eh. The EVO shift looks like my (white) 3G slide, but from the reviews I’ve seen show’s it’s a “mid range” phone. The last phone, The Epic 4G looks very much like a long lost step brother of the Vibrant (Gal 3 4G) but I have a concern about support from Samsung. There is no easy choice :) oh well :)
        Your dear leader (and bestest friend),Kim Jong-il

        • H8stylist

          problem with windows phones is two fold.  one, the support is almost non existent.  getting a windows mobile update on your phone is almost an act of divine intervention.  with android, as long as your phone can handle the update, the manufacturer produces it, you get it for free, and you don’t have to connect to the computer to get it (last i heard, you update your windows phone through a zune account on your computer).  the second is, while most of the problems i noticed were with 6.5, i did get a few calls about freezing on the HD7.  so i would definitely read customer reviews and see how prevalent it is before jumping to a windows phone.

          as far as the keyboard goes, my main reason for getting the slide was my distaste for the virtual keyboards on the iphone, mytouch, and behold (only touchphones i messed with before the slide).  however, once i got it i started using swype more than the keyboard itself.  so i would like to get a bigger screen since 3.5 is pretty small and i think i can live without the keyboard now.

        • Anonymous

          I agree with the dilemma of your first post, as I am trying to cancel my AT&T account and Verizon has not released one good reliable LTE phone (hopefully the GS2 addresses that) and Sprint is just so hard to like, with their spotty coverage, WiMax is in the area I live but it is spotty and slower than T-Mobile 3G whenever I test it anyway.  I actually really wanted to like Sprint but their phones are ugly, MotoBlur is the destroyer of all phones and the EVO 3D is garbage.  I do think that WP7 is both reliable and solid.  My ONLY complaint with WP7 (I had the HD7) is the anemic marketplace and 3G speeds.  Mango seems pretty promising though, the updates are manual through Zune, but they are extremely simple and WP7 followed in iOS’ footsteps with simplicity.  EVO Shift is a mid-range phone it’s also old, for that better off waiting on the EPIC 2.  The Epic 4G is slow, laggy and pain-stakingly ugly, but hopefully for Sprint they improve that with the second version.  In my opinion you were also dead on with the Sensation, I liked EVERYTHING about the Sensation except for the placement of the charging port (it loosens after awhile) and the 14.4 seems like a waste of potential, especially since my hacked GS4G gets me real life speeds of 14Mbps and runs buttery smooth with Bionix Frost.  Tough decisions though out there with phones, especially if you want a Dual Core + 4G Android phone. 

        • H8stylist

          problem with windows phones is two fold.  one, the support is almost non existent.  getting a windows mobile update on your phone is almost an act of divine intervention.  with android, as long as your phone can handle the update, the manufacturer produces it, you get it for free, and you don’t have to connect to the computer to get it (last i heard, you update your windows phone through a zune account on your computer).  the second is, while most of the problems i noticed were with 6.5, i did get a few calls about freezing on the HD7.  so i would definitely read customer reviews and see how prevalent it is before jumping to a windows phone.

          as far as the keyboard goes, my main reason for getting the slide was my distaste for the virtual keyboards on the iphone, mytouch, and behold (only touchphones i messed with before the slide).  however, once i got it i started using swype more than the keyboard itself.  so i would like to get a bigger screen since 3.5 is pretty small and i think i can live without the keyboard now.

      • Kim Jong-il

        H8stylist… I totally agree, I went from the “original” Mytouch to the 3G slide and I have become “spoiled” by the physical keyboard, that means that I’m not sure which sprint phone would be best. My friend (who’s plan I am going to be going to) really REALLY likes the HTC arrive. I’ve messed around a bit with it, and it’s not bad. I’m just not impressed with something from MS, too much pain and suffering trying to support Win Mob 6.x.  I do love the KB on tghe Arrive, still eh. The EVO shift looks like my (white) 3G slide, but from the reviews I’ve seen show’s it’s a “mid range” phone. The last phone, The Epic 4G looks very much like a long lost step brother of the Vibrant (Gal 3 4G) but I have a concern about support from Samsung. There is no easy choice :) oh well :)
        Your dear leader (and bestest friend),Kim Jong-il

  • Kim Jong-il

    So while at the “Y” doing my swimming, something dawned on me, and I figured that it was something that I would want to post. You know when I went thru training to be a T-Mo CSR (thanks Jake you really where a great trainer), we where told about CEO (Customers, employee’s and owners). Trying to balance ALL three and make sure that it’s the best for all involved. Looking at how things are now, it looks like the “C” has been ignored the “E” is on life support (at best) and the “O” has gone on vacation to Germany. DT (Deutsche Telekom) IMHO has sold T Mobile USA down the river. There can be all kinds of theory’s as to why, or who did what. Still,  as has been said before, even IF the merger with AT &T does NOT go thru, the damage is already done. When I applied for unemployment I received a call (much like the person below me) asking “why” they had “Fired” me. I told him the SAME THING that that person stated. I was NOT selling as much as management had wanted in it’s metrics. The switch from Customer service to “Customer service AND sales” has made things worse for the customer as well as the CSR. The CSR now has “issues” with trying to “sell” so they do not lose their job. The Customer now has to deal with odd ball sales pitches “Now, *I* know you need caller tunes sir”. This gives the CSR a conflict of interest, you cannot be an Advocate for the customer when you KEEP trying to sell them things they do not want OR need. As for the “Bronze” que, it exists, it’s NOT talked about it’s one of those “hush, hush” things, because it would go against the whole concept that HAD existed at T mobile, the CEO  concept, as such it’s now the “dirty little secret” that no one wants to talk about or state it really exists. it’s a “out of sight, out of mind” thing as long as WE have Plausible deniability, we can continue to rave about how great our customer service is… Go figure….*I* myself am going to go to Sprint (I think) now the bigger question that I have is Epic 4G or Evo Shift OR the sprint Win 7 phone is going to be the phone *I* want…Your amazing leader (and bestest friend),Kim Jong-il

  • Fifths

    Go to the stores!!!!

    • H8stylist

      i hope you are saying to go there to use their phone.  most dealers do not stay up to date on t-mobile policies since that is not their primary job (wouldn’t even say secondary), selling is.  i have talked to dealers that argued with me over policy, and i had to direct them through or policy pages to inform them.

      if it’s convenient, they can be a good secondary source of help (especially if you have a really good and knowledgeable store nearby).  however, for billing, tech support, complex account changes (outside of just changing a rate plan or feature) i would still have to say customer care is your best bet.  how bad or angry would you feel if you drove 20minutes to explain your situation to a dealer, only to have them say that you had to call customer care.

      • Stephen

        I wouldn’t go to a third party dealer but a Tmobile owned store.  At least my local manager has always been very flexible although lately he just seems to apologize for the idiocy of the corporate office

      • Stephen

        I wouldn’t go to a third party dealer but a Tmobile owned store.  At least my local manager has always been very flexible although lately he just seems to apologize for the idiocy of the corporate office

      • Stephen

        I wouldn’t go to a third party dealer but a Tmobile owned store.  At least my local manager has always been very flexible although lately he just seems to apologize for the idiocy of the corporate office

  • Fifths

    Go to the stores!!!!

  • Nicnewz

    It’s important to know that when calling TMo and waiting until you can no longer hold on only to hang up and call back a little later will get you no results.  This has happened to me, and somehow their system tracks your number when you hang up and call back, and it tosses you over to somewhere where you get extremely loud hold music and they will absolutely never nswer your call. I figured this out after calling them on two different days, waiting too long, hanging up and calling back.  It just didn’t feel right so I grabbed my spouse’s TMo phone (also on my contract) and called from that phone and got connected after a small wait, all the while I left my line on hold and it remained on hold for more than 3 hours before I hung up.  Of course, TMo denies doing this, but I reinacted this same scenario two additional separate times and what do ya’ know – same thing happened where i got in with the line I hadn’t yet called in on!  So DON’T call them more than once on your line because they will roll your call over to a never to be answered hold with the loudest music and it will drive you bonkers.  They have gotten REALLY BAD!

    • Willito511

      This happens to me too! I have a family plan. My line and the one I have for my dads. I call for mine and wait, and wait, and wait….About 20 minutes later, I call from my father’s line (All on the same account and contract) and boom, I get connected right away. The reps always say the calls get routed to the first available agent and they can’t seem to believe them when I say I’ve been holding on my other phone for 20 minutes.

      • Nic

        See, I knew there would be others who would claim this has happened to them as well. Anyway, I took it to a higher level because the people I had tried to speak to about it were so darned rude about it that I wanted some answers.  Eventually spoke to a fella who told me he was aware of this but they weren’t supposed to admit to it.  And that if you call more than once in a day (or maybe it is a time frame in a day) your number is considered something like a nuisance and your calls are auto-rolled over into a perpetual hold, so-to-say.  Like your number is blacklisted.  Which isn’t fair because I had never even connected to a real person, and even their system hung up on my call or misdirected my call all the while my correct key entries are still showing on my LCD, so TMo was having issues.

    • Blkbear

      Wow I have never had this happen to me.  In fact just yesterday I was calling in on a problem with a Moto Cliq, and called for, my cell phone got a hold time of 5 mins and before the hold music was playing a min or two I get a rep, now during the call the line dropped, but I called back and the next rep was on the phone with me about 45 mins, and they said they would call me back in about 3 mins after researching the problem, did get a call back.  Had to call back 2 more times after doing what I was instructed to do, and non of the suggestions/directions helped, so the last call got an exchange for the Cliq. 

      The only time I have had a longer than 20 min hold time without the option to have them call me when my place in the que was up, was when calling for a friend on their FlexPay account.  That took forvever.

      • Nic

        I’ve had good experiences just as you describe, and one almost exactly as you’ve described.  But it’s the overwhelming decline in TMo CS that has people noticing.  By reading some of the posts here, it is looking like TMo is making it more difficult for the CSR’s to help people.  But I don’t know that factually, just going by what some posters are writing.  Incidentally, it would be interesting to know if the handset exchange actually resolved your problem/s, because my exchange didn’t make one little difference.  In fact, I’ve learned that when a CSR can’t find a resolution, they’re quick to replace the handset than making sense of it. And I do get that that they may have trouble getting access to all their phone manuals.  I’m way more tolerant with technology now that I’ve learned more and can usually find the answer on my own, in time.  Also, the phone manufacturer has online support and there are so many forums wher one can get some really great answers/help. But sometimes the handset itself just has design flaws lending it to be less intuitive.  We all have such differnent needs/wants/likes that what flusters the heck out of me might be a piece of cake for you, and so on.

      • Nic

        I’ve had good experiences just as you describe, and one almost exactly as you’ve described.  But it’s the overwhelming decline in TMo CS that has people noticing.  By reading some of the posts here, it is looking like TMo is making it more difficult for the CSR’s to help people.  But I don’t know that factually, just going by what some posters are writing.  Incidentally, it would be interesting to know if the handset exchange actually resolved your problem/s, because my exchange didn’t make one little difference.  In fact, I’ve learned that when a CSR can’t find a resolution, they’re quick to replace the handset than making sense of it. And I do get that that they may have trouble getting access to all their phone manuals.  I’m way more tolerant with technology now that I’ve learned more and can usually find the answer on my own, in time.  Also, the phone manufacturer has online support and there are so many forums wher one can get some really great answers/help. But sometimes the handset itself just has design flaws lending it to be less intuitive.  We all have such differnent needs/wants/likes that what flusters the heck out of me might be a piece of cake for you, and so on.

      • Nic

        I’ve had good experiences just as you describe, and one almost exactly as you’ve described.  But it’s the overwhelming decline in TMo CS that has people noticing.  By reading some of the posts here, it is looking like TMo is making it more difficult for the CSR’s to help people.  But I don’t know that factually, just going by what some posters are writing.  Incidentally, it would be interesting to know if the handset exchange actually resolved your problem/s, because my exchange didn’t make one little difference.  In fact, I’ve learned that when a CSR can’t find a resolution, they’re quick to replace the handset than making sense of it. And I do get that that they may have trouble getting access to all their phone manuals.  I’m way more tolerant with technology now that I’ve learned more and can usually find the answer on my own, in time.  Also, the phone manufacturer has online support and there are so many forums wher one can get some really great answers/help. But sometimes the handset itself just has design flaws lending it to be less intuitive.  We all have such differnent needs/wants/likes that what flusters the heck out of me might be a piece of cake for you, and so on.

  • lcc1

    not surprised TMo dropped to #2….the wait time for a cust serv rep was at least an hr long. I have never waited that long for a Tmo rep. I feel AT&T has already gotten their grips into TMo. It such a shame, Ive been a long time customer b/c of their great customer service and reasonable phone plans.

  • Stephen

    I wouldn’t say my poor experiences have had to do with wait times but with incompetence.  Idiots working the phone lines and working on the live chat.  They got rid of the email option, which sucks, because at least that way you could sometimes get things in writing.  I find the store employees to be very helpful but the rest has been really bad…and it extends up to the supervisor and corporate level.  When I had a problem, I escalated it up to the corporate office and really was shocked by how poorly they handled the situation, especially when everything you read says it costs a company a lot less to keep an existing company than go and get a new customer.  I work in marketing and public relations for a major worldwide brand, and I was really appalled at the inflexibility and just the poor customer relations skills I witnessed.  Ive been a Tmob customer for a very long time, but probably will switch carriers in the next 6-12 months.  I don’t know a single person who uses Tmobile.

    • Nic

      I’ve spoken to reps that seem to fit right into your described experiences, but have also been fortunate enough to speak with some more knowledgeable ones, which leaves me thinking there are variables about the time frame of when one calls. I seem to have better luck when calling weekdays, early morning, earlier in the week.  On the other hand, I’ve almost never had any luck with store employees, and I don’t know why that is, but the ones I’ve dealt with have come across as if the customer was bothering them and they would most always be quick to refer one to use online service/help for basic questions they most definitely should have been able to answer.  Highly rude of them to make any customer spend even more time seeking information they might not be able to easily/readily retreive by calling or going online. I’ve also had them tell me things that I later learned on my own were just outright incorrect answers, which seems to prove they’ll say anything if they don’t know.  Hence, the incompetency.  Like you, I’ve also been a TMo customer for a long time – since they were VoiceStream.  And I am also feeling their rapid CS decline.  They actually do come across as if they no longer shive a git because they told me that if I was unhappy as a customer they would be happy to cancel my plan and charge me early termination, followed by, “can I connect you to that department”.  Personally, I think they are unhappy and taking it out on the customer at whatever cost. They really do not care.

      • Stephen

        I just think its ridiculous that they don’t offer existing customers the same phone prices and deals that they do to new customers.  Its just plain stupid.  Their reps don’t know their policies because some claim that t he prices are the same but they aren’t.  So I can see all these phones available for free if you sign a new 2 year contract, but then I log on to upgrade and they’re all much more expensive for me.  And as is, on my upgrade, I only have a choice of 25 phones total – and its really less than that because many of them are the same model just in different colors…and you’re going to charge me $40-50 for them most basic phone or hundreds for a more advanced phone when  you’re giving them for free to new customers?  That makes no sense.  I guess I need to cancel my service with Tmobile and sign up again using my middle name.  It just makes no sense.  I will either switch to something like Boost where I can get unlimited for $35 with their shrinkage plan…If I have to pay for the phone then why bother with Tmob if the prices aren’t cheaper? …or since I just was given a brand new Mac, Ill choose an iPhone if I decide to get a smartphone.  Mainly because pretty much everyone I know has one.  But right now I don’t need one so I just use talk and if I weren’t using an old (cheaper) Tmob plan, Id already have switched.  And even within Tmob, if you’re gonna buy a phone anyway, unless theres a specific model you really have to have, you’re better off with their no contract $50 unlimited plan vs signing a contract & paying $50 for only 500 minutes.  It makes no sense to me.  And Tmob is supposed to offer the best plans?  Classic 500 min is $40 – same price as ATT for 450 min – but ATT gives you rollover so its not really that much of a better deal.

        Sorry you’ve had bad store experiences.  My local store employees always tried to help me when I had problems -and Ive had phones that keep malfunctioning every six months – but now they just shrug and apologize because t heyre embarrassed by how their company handles issues and their hands are tied.

        • Nic

          I do think the existing, renewing customers are subsidizing the new customer deals!  Maybe it’s that way everywhere, don’t know, but I agree it might be better to switch carriers when the contract is up if we want to get those good deals.  On a side note, I remember TMo when they had fantastic CS and it was always so pleasing to call no matter what.  That wasn’t long ago but those days are gone now. And I also think that was why I became a loyal customer, but boy, that is sure changing.

  • H8stylist

    btw, just to add to the clarification on David’s article, you can still ask for a representative and get routed by the ivr.  you just need to clarify why you are calling first.  in my call tonight to clarify the suspension policy i called 611 from my phone, entered my last 4, said billing, then representative.  less than a minute later, i had a wonderful, and sweet lady on the phone to clarify the issue.  so in summary, if you call care, just do your normal thing, clarify why you are calling (technical support, billing, etc.) then say representative if you need a live person.

    btw, there were no issues with the ivr understanding me on both times i have called this week (strange since i always had issues with UPS, the Tmobile translation service IVR, and my electric company).

    • Nic

      Any time that I call TMo I always get the recorded questions that make one clarify why they are calling – including asking for your ‘last 4’ (or personal code).  I don’t think that is anything special since I have always done that since as far back as I can remember.  I don’t know about the suspension policy because I am on auto-pay, so my bill is always paid by the same date each month via automatic transaction.  I generally call when I have a technical question over no connection, intermittent service, or to replace a couple of my phones that shouldn’t have gone bad right after we bought them. I have 4 lines. And I do not always get nice reps, but sometimes I do.  First level tech support seems pretty much a joke, but after that I’ve gotten great help. 

      • H8stylist

        in all honesty i was never happy about being first tier tech.  in my opinion, you should have constant access to phones that people are having issues with, otherwise you sound like you don’t know what you are talking about.  they give you step by step instructions on how to do things, but if a customer asks you where to go on the screen to do it, you have no idea since you can’t actually see the phones menu system.  in our center we had a phone kiosk laid out, but the phones were either stolen, not charged (and no cable to plug in), or broken.  if someone called in over a blackberry or an android i was ok.  but if you had a windows phone, or a basic flip phone, i couldn’t navigate the menu system for the customer if they didn’t know where to find “settings” or “sound profiles”

        • Anonymous

          Yeah, when I worked there they would tell us that it cost too much money to put test phones in every pod. What an effin’ joke. A phone company that can’t afford to give it’s employees phones.

  • Jimbo831

    The last 3 straight times I have had to call T-Mobile, I have been sent to a person from Asia, with a very heavy accent.  When I worked for T-Mobile in a call center, they were always proud of the fact that 100% of their customer service was in the US.  What a shame.

  • Willito511

    Unless I request tech support, if I don’t have a tech issue, I get routed to an overseas call center with a minimum wait time of 30 minutes and a rep with an accent I can’t even understand. Yet, on my second line, I get routed to TMobile USA customer service in a matter of seconds…even if I call from my second line AFTER I call from my personal line. Then T-Mobile has the nerve to say no matter what number you call from, your call gets routed to the first available rep. Hmmm….

  • Willito511

    Unless I request tech support, if I don’t have a tech issue, I get routed to an overseas call center with a minimum wait time of 30 minutes and a rep with an accent I can’t even understand. Yet, on my second line, I get routed to TMobile USA customer service in a matter of seconds…even if I call from my second line AFTER I call from my personal line. Then T-Mobile has the nerve to say no matter what number you call from, your call gets routed to the first available rep. Hmmm….

    • unknown11

      its also based on how often the customer calls in from that line.  In all honesty this helps the reps and t-mobile help more customers then helping the same customers that are probably calling in with the same issues again and again.

      • Anonymous

        And this is okay? You think it’s acceptable to send people into overseas call center hell because they call in when they have problems with their service and/or equipment? If T-Mobile wants its customers to quit calling in so much, maybe they should quit screwing up their billing and selling defective equipment. 

  • Willito511

    Unless I request tech support, if I don’t have a tech issue, I get routed to an overseas call center with a minimum wait time of 30 minutes and a rep with an accent I can’t even understand. Yet, on my second line, I get routed to TMobile USA customer service in a matter of seconds…even if I call from my second line AFTER I call from my personal line. Then T-Mobile has the nerve to say no matter what number you call from, your call gets routed to the first available rep. Hmmm….

  • Atantmobile

    I want to say yes, people are getting fired and call centers have a hiring freeze.

    Back to back calls are common now, instead of being rare, especially for summer months!!!

    Yes, they cut and changed customer care schedules to make it very Unpleasant to stay. (worst in at least 5 years,lack of people and mismanagement at least in my sister’s call center).

    This is not going to be fun on new shifts starting next month, at least for most of the ones left at her site, that are still there.

    Lack of shifts usually means you are left with someone who you don’t want to have, someone yelling sell sell sell and prodding you to get off the phone…. Now!!
    (or someone who is brilliant at firing people)

    She said that they even have too many mangers now at some of the sites.

    Didn’t want to create “more” favorable choices for working schedules.
    tmobile speak for “we won’t more consolidation on teams”

    btw why are the teams so sparse in the first place?

    opps, that?s awkward

    Lack of shifts created more 10 hr shifts which for her, were most of the options.

    Tmobile used to say 10 hour shifts were too much for reps to handle customer’s calls properly, with sales now in the forefront, it makes it harder for the customer and the rep.
    (and not getting anything from it…such as bonus because of a missed crazy metric, see below).

    The following appears to be true:

    “NATURAL ATTRITION” is how AT&T plans to avoid layoffs….the metrics that T-Mobile Reps have to meet to keep their job is beyond impossible….this is why its turning shitty.

    Yeah but how realistic is it for the average rep to meet all the goals necessary to get that bonus? How high must their SPH be? How High must their RPPH be? How low must their CRT be? How low must their Trans/Cons be?

    How low must their iOCR be? How high must there VOB be? How high must their VOC be?

    Anyone from “upper, upper management” (above call center level) getting paid from this?

    Metric or bonus for them?

    Commenters who say leave then, have you checked the market?

    My sister does ok, feels very sorry for her friends that have been at tmobile for years and who excel in cs not sales. The ones who gave tmobile all those cs awards are now almost extinct.

    • Dylans_angel_2007

      I’ll tell you this…. Our center is not having these issues. Ya metrics are getting a little stricter but we have the majority of our reps meeting and my bonus is amazing every month. We don’t have people quitting and we’re still hiring. We’re also taking on more and more skill quest as we cut the outsourcing.

    • Psmassages

      Boy is this statement truer that true!

    • TheLight

      Preach brother, I worked AT&T Outbound for little over a year and their metrics are worse than T-Mobiles! That natural attrition will put all call center jobs over sees or to outsources because there’s no will to work that hard for so less.

      • Bhndj

        I am soooooo glad someone brought this to the forefront. Its not the reps that are deliberately trying to give bad customer service…for the most part. If the customers knew the metrics, the scrutiny, and the overall anxiety and fear that people have coming into work, then there may be a different stance on some of these views. The obvious response may be “well if it ain’t for u, then quit”…well in case ur hiding under a rock, the economy sucks. So next time you call to T-Mobile complaining how the merger may affect u, think about this…THEY DONT KNOW IF THEY ARE GONNA HAVE JOBS.

  • Unknown11

    I agree completely!!!   Customers are some of the rudest mean people I have ever spoke with!!!   Making personal attacks and not understanding that we cannot provide the world to our customers does not help any customer service environment.  Customers also need to understand that this is cellular service, its not perfect, so get over it.  Lastly customers have to understand that we are at most times the middle man between you and the actual manufacturer that makes their phone so don’t bite off the reps if we don’t have absolutely all information for every phone made! Its stupid to assume that we do.  I would honestly say about 80 to 90% of issues customers have on their phones are caused by the customer. 

    • Nic

      Wow, with due respect, you might just be a perfect example of why customers get irate after calling in.  Did you read what you wrote?  I agree with the person you responded to about how the cussing isn’t acceptable, but honestly, does it actually even happen that often? I don’t think so. Anyway, your job as a rep IS to help the customer, and TMo has always offered that kind of support. And ‘all types of people’ goes with the territory of your job. Maybe you should apply your ‘just deal with it’ logic to yourself and learn not to take customers bad attitudes so personally so that you can better handle a situation.  Remember, the customer is not mad at you, but you are representing TMo, and TMo is what they are upset by.  No, there is no need for anyone to cuss you out, but your attitiude by your post has you seeming as if you are the one inviting trouble.  What job involving answering the general public via phone is easy and always pleasant?  You don’t take that job if you don’t like and can’t handle dealing with all types of customers.  In your post you seem to be grouping a lot of customers together unfairly.  And then you say, “so get over it”.  And you are customer service.  And so what if people don’t understand their handsets?  What exactly is your job if not to help a customer understand their phone and their billing. or any TMo phone service? 

    • Anonymous

      Customers are the reason you get a paycheck. If you don’t like dealing with them, maybe you should move on to something else. That’s what I did, and I’ve never looked back. Cheers! 

  • Psmassages

    T-mobile has been firing their best long term employees in text support and coaches because they do not want to have to pay them a servants package, there is no other reason for firing these people most of them would work sometimes 10 to 12 hours a day 5 days a week and still have to take work home with them and do it on their days off. Without any additional pay. For the record T-mobile shows their appreciation for hard by putting a steel toed boot into your Gluteus Maximus.

    • JackBlackSmack

      um please be sure to spell check and review your posts for bad spelling and bad information. 

      • H8stylist

        i actually thought it was funny.  so much so, i would say that reading it in it’s entirety, it can’t be a serious post.  although, i think it would have been nice to get a “servants package”.

  • Psmassages

    Sorry error in first posting this is a correction.For hard work by putting a steel toed boot into your Gluteus Maximise.

    • Anonymous

      I don’t think that was the error he was referring to. It is illegal for any hourly employee to be told to work off the clock in any condition, and most tech support (not text support) employees are hourly.

    • Anonymous

      I don’t think that was the error he was referring to. It is illegal for any hourly employee to be told to work off the clock in any condition, and most tech support (not text support) employees are hourly.

    • Anonymous

      I don’t think that was the error he was referring to. It is illegal for any hourly employee to be told to work off the clock in any condition, and most tech support (not text support) employees are hourly.

    • Anonymous

      I don’t think that was the error he was referring to. It is illegal for any hourly employee to be told to work off the clock in any condition, and most tech support (not text support) employees are hourly.

  • Psmassages

    Sorry error in first posting this is a correction.For hard work by putting a steel toed boot into your Gluteus Maximise.

  • One of my 5 lines with TMO has the  old GRAVITY 3 phone for my niece. it seems that the phone still has capabilities for DATA, I just checked  my  HTC SENSATION’s account app feature on all of my lines and on that line that’s being used by my niece with the basic GRAVITY 3 phone, I saw  5GB $30 DATA plan added. I can’t remember asking for DATA for that line with that basic phone. so how can this happen?
    Even if NO DATA service is ordered and she  tried the web feature of the phone (don’t know if that basic phone has web feature) can TMOBILE automatically install or add  DATA plan on that phone?

    Please advice!

    • Renjithlale

      No they cannot.please call then and get it removed

      • gladimgone

        As a former employee and my mother is a former user until I switched to Verizon they can get data actually.  Now with that phone if you want data on it at all I would switch it to the $10 200mb “unlimited” data plan if you are on one of the new Classic plans.  Also if you want to make sure it is removed do it online and that goes for you all.  I had to remove $170 the two days before I upped and quit because people are so scared to remove any for the loss of sales.  I didn’t want to remove it either but I did.

        • guest

          I totally agree with this. On Tuesday I did a good deed for a customer. I asked an unauth user if I could get in touch with the account holder because I saw the family messaging was missing( but I did not tell him this) He gave the number, I call auth user and tell her what happened and that there was an error on her acct and got her permission to add the feature due to hundreds of dollars in overage. I was at $60 with that feature added. Two calls later, a customer calls in and removes $90 of web (after free trial ended) on 3 lines. Ugh. I even tried to get her permission for at least the $10 web on each line and she got upset stating she did not want to be sold anything else. Then a customer calls in and removes the blackberry 19.99 international feature then lower a rate plan by $20 or $30 due to a dealer told them about the new class plan when they were on the older even more plan. My question on the latter is why did the dealer not change the plan or them in store? It could have saved customer time from having to call and speak with a rep when the dealer who offered the lower plan should have taken control of the sale. I am not quitting, but I went on a leave of absence to get healthier.  My diabetes has been out of control since the sales began (coinsidence?) and my eyes have been hurting like crazy. My doctor says it’s the computer but I don’t agree so looking for other opinions and an answer.  Yes it is frustrating for us reps when we remove and don’t add after all that. I try so hard to sell and still not good at it or customers already have web on all lines. I am not a fan of voicemail to text when there is visual voicemail and the caller id well I do like that but it is not an important feature that the customer’s HAVE to have. We are now asking for permission like the customer’s feedback wanted maybe if the customer’s feedback is they don’t want us to sell anything then maybe they will be happier.

          As far as the automated system is to avoid customers with phone issues going to customer care then eventually going to tech care when they can go to tech care directly.

      • oh ic, now i have to deal with having something removed which is gonna be  painful for them

  • One of my 5 lines with TMO has the  old GRAVITY 3 phone for my niece. it seems that the phone still has capabilities for DATA, I just checked  my  HTC SENSATION’s account app feature on all of my lines and on that line that’s being used by my niece with the basic GRAVITY 3 phone, I saw  5GB $30 DATA plan added. I can’t remember asking for DATA for that line with that basic phone. so how can this happen?
    Even if NO DATA service is ordered and she  tried the web feature of the phone (don’t know if that basic phone has web feature) can TMOBILE automatically install or add  DATA plan on that phone?

    Please advice!

  • One of my 5 lines with TMO has the  old GRAVITY 3 phone for my niece. it seems that the phone still has capabilities for DATA, I just checked  my  HTC SENSATION’s account app feature on all of my lines and on that line that’s being used by my niece with the basic GRAVITY 3 phone, I saw  5GB $30 DATA plan added. I can’t remember asking for DATA for that line with that basic phone. so how can this happen?
    Even if NO DATA service is ordered and she  tried the web feature of the phone (don’t know if that basic phone has web feature) can TMOBILE automatically install or add  DATA plan on that phone?

    Please advice!

  • Ben

    Shut up. It’s in no way AT&Ts fault that T-Mobile is letting it’s customer service slip. It’s a side effect of the merger and has nothing to do with how “evil” AT&T may or may not be.

    I for one am looking forward to the merger. You shouldn’t assume everyone isn’t.

    • F@#K Deutsche Telekom

      Ben Ben Ben, you poor brainwashed soul. Guess you’re last name is or will be Ben’ Over, Ben Wrong, Ben let go, Ben drinking too much of the T-Mobile PR Kool-Aid, Ben lied to, Ben to the unemployed office, Ben Embarrassed, shall I continue or do you get the picture? Either you just came out of a coma, work for AT&T, DT, or have a nice office in Bellevue, WA or the obvious guess would be that you ride the short Magenta Bus to work.

      • Anti-Douche

        What a douchey comment from a douchey loser with a douchey handle.

        Douche.

        BTW, I don’t support the merger, but hate douches.

    • Cstelleto

      Wow! How rude to tell someone to shut up because you don’t agree with them. Are you  really an adult? I’m just so taken back with the personal assaults. I’m so glad I instilled in my son and daughter to be respectful.

  • Cell Phone Chick

    I have asked around my nearly deserted call center and talked to a few coaches, seniors, and some in L&D, They confirmed that T-Mobile is in fact outsourcing more and more. They are in fact sending L&D to these call centers since we are obviously not hiring here. It was even speculated that it is partly in regards to the recent actions of the union’s complaint against DT and T-Mobile USA. Anyone notice the posting in OneVoice about the unionization of employees. If we get unionized, strike, walk out, etc. A few clicks of a mouse and all calls are outsourced and we are screwed. It’s almost like they are daring the employees to do something.

    It was also pointed out, in at least my call center, that during shift bid that some teams had the same bid number because it is expected that the teams will eventually be merged into one due to “natural attrition”. Now I have been in call centers for a number of years and in any call center when you are “over staffed” (usually after the holidays) the metrics and goals get jacked up to where they are only attainable by a certain percentage of people to increase “natural attrition”. It is no secret in my call center that the goal is to get down to under 20 teams. That is less than one side of my call center. Which means half of the building is deserted.

    I can tell you that in my center if you are not the director, AD, or TM, you feel screwed and no longer have that “Team together, Team apart” feeling. You almost feel like any moment now you are going to get the death tap. Whether you are a rep, a senior, or a coach. No one in my call center feels like their job is going to be there tomorrow, let alone a year or more from now.

    I know the spooks from corporate, DT, and probably AT&T are reading our postings. So I would like to ask DT what happen to core values, customer service, and being better than the others? Could it be that you are in such a bind overseas that you are willing to sell your soul to the devil?

    I would venture a guess that if the “merger” doesn’t go through that T-Mobile USA will end up on the auction block to the highest bidder.

    To the folks at the corporate office of T-Mobile USA, I would have to ask, do you really think you will have a job when all is said and done?

    Every last one of you are nothing but greedy sell outs. But hey there’s a future for you at Goldman Sachs, Halliburton, or in D.C.

    • Cell Phone Chick

      BTW, anyone remember where the newest head honcho for T-Mobile USA came from??

      • Kim Jong-il

        ilipp Humm[1] has been with T-Mobile USA since July 2010,[2] and has led as CEO since November 2010.[3]
        From 2009-2010, Humm was CRO (Chief Regional Officer) and a member of
        the Executive Committee of T-Mobile International. From 2005-2008, Humm
        was CEO and Chief Sales Officer for T-Mobile Germany.[4] From January 2007 to 2008, he also served as a member of the Management Board of Deutsche Telekom’s wireline division.

      • Kim Jong-il

        ilipp Humm[1] has been with T-Mobile USA since July 2010,[2] and has led as CEO since November 2010.[3]
        From 2009-2010, Humm was CRO (Chief Regional Officer) and a member of
        the Executive Committee of T-Mobile International. From 2005-2008, Humm
        was CEO and Chief Sales Officer for T-Mobile Germany.[4] From January 2007 to 2008, he also served as a member of the Management Board of Deutsche Telekom’s wireline division.

      • Kim Jong-il

        ilipp Humm[1] has been with T-Mobile USA since July 2010,[2] and has led as CEO since November 2010.[3]
        From 2009-2010, Humm was CRO (Chief Regional Officer) and a member of
        the Executive Committee of T-Mobile International. From 2005-2008, Humm
        was CEO and Chief Sales Officer for T-Mobile Germany.[4] From January 2007 to 2008, he also served as a member of the Management Board of Deutsche Telekom’s wireline division.

    • Cell Phone Chick

      BTW, anyone remember where the newest head honcho for T-Mobile USA came from??

  • Anonymous

    I saw the writing on the wall a year ago, so I bit the bullet, quit, and went back to school. Best decision of my life. (Besides getting married.) 

    I feel for the people who are staying until the bitter end. I hope you guys get a good severance. Anybody who gets fired for missing a metric is probably eligible for unemployment, assuming you’ve worked there long enough to meet the qualifying hours in your state. Make sure to file! (I work for a state agency that administers unemployment insurance now, so I’ve got a little knowledge on the subject.If management tries to tell you that you’ll never get unemployment if you get fired because they are “firing you for cause,” don’t believe them, file anyway.) 

    I’ve been a T-Mobile customer for many years (even before I was an employee) and I’ve got a great plan with all the preferred features, but when our contracts are up, we’re probably jumping ship to Sprint. 

    It’s been a nice ride though. 

    T-Mobile used to be a great place to work, even if the pay was on the low end of the industry. It’s sad to see what its become. 

    (And for the people who don’t believe T-Mobile is engaged in massive outsourcing, try calling tech after hours and see if you get someone in the US. Good luck with that.)

  • Brians Android

    I paid about $700 to end my contract with at&t over 2 and a half years ago because of there sorry customer service and there huge ego (we are AT&T IT’S OUR WAY OR THE HIGHWAY.) I have interacted with T-Mobile Customer Service recently due to receiving a faulty phone. When I call after hours It was almost like dealing with at&t, but during regular business hours I reached the T-Mobile customer care that I’ve grown to love. I got straight through to a live person and they quickly solved my issue and were very kind and friendly. with that being said it dose help if you know the right phone number to call as the 611 number number is no longer customer user friendly what so ever! I was ask not to post said number so it will be up to you to obtain it. I’m sure it will get out soon enough if the 611 # dose not get reprogrammed to better serve the customer soon though. 

  • CharlesP

    I think I would be happier if T-Mobile removed all customer service and invested the money developing a more reliable (not faster) network.  (Oh, and given the experiences of friends that use AT&T, that company is clearly not qualified to help.)

    The few times I have called customer service was due to network problems (dropped calls, poor quality).  Each time, they promised they would have someone fix the network problem and that customer support would call me back.  I have never received a single return call from T-Mobile support.  After a week or two I will call back, tell them the network is still having the same problems as before.  I ask to speak to tech support, and they always refuse.  They then try all the basic troubleshooting AGAIN (turn on and off the phone; take the battery out, which, by the way, is completely unnecessary to do on a non-smartphone).  After all of this fails to make any difference (we already ran through all this the first time), I politely ask if they are going to address the network problems.  They then tell me there are no known network problems and it must be my phone (and then try to sell me a new one).  I tell them this problem happens to everyone I know who has T-Mobile (which is becoming fewer and fewer people), so it’s not a phone issue.  They then file another report, promise a return call, which leads right back to the beginning of this story (no call back, no solution).  The bottom line, is that I have found that calling support is a complete waste of my time.

  • Bill

    The sad comments from people claiming to be former T-Mobile reps and their stories about how horrible it is there with high pressure sales, combined with the mean anti-consumer attitudes of other posters here claiming to be current T-Mobile reps is depressing.  I used to really like being a T-Mobile customer, and considered myself to be a loyal customer.  After reading the postings here, I just have an icky feeling about T-Mobile.

    To make it even worse, official communications from T-Mobile in the form of Scoop articles are obvious manipulative propaganda and damage control – not really trying be completely straight with the customer, in my opinion (a lot of carefully placed words in order to paint the rosiest picture instead of explaining the real possibilities).  I find corporate spin offensive and unnecessary.

    Overall, after reading posts here from people claiming to be T-Mobile employees (former and current) and reading official T-Mobile corporate propaganda, I find the whole experience of being a T-Mobile customer currently very distasteful.  Time to shop around for a new carrier.  Very sad.

    I think both the employees and the customers are all getting the short end of the stick.

  • Sean

    As someone who is always extremely courteous to others, I don’t like how I was treated by T-Mobile support.  While they were working on my problem, they had me wait on hold 3 or 4 times, which was fine.  But then someone came to my office door with a package, and I asked them if they could hold on for a quick second while I signed for it.  The support rep got snappy with me and said something along the lines of “Only if you make it real fast.”  Very inconsiderate given the latitude, patience, and respect I had given her.

    • meagan

      Just a thought… Instead of taking all the time to explain to someone on the phone WHY you need to put them on hold for a minute, simply say, “hold on a minute.”

      • H8stylist

        she shouldn’t have to respond shortly, if she wanted to be polite and say why she was placing her on hold there is nothing wrong with that.  working as a CSR rep, if you placed someone on hold you always said why, not just “hold on a minute”.

  • Julie

    Stuff like this makes me glad I quit working for T-Mobile when I did-about a month before the merger was announced. I know that most of the reps are probably miserable with changes going on.

  • Raven64118

    I worked at a tmobile call center – I left because of the morale drop and burned out – I specifically delt with cancellations in the Loyalty Que – My opinion the problem is, is that Tmobile made such a quick and drastic change from Customer service and into Sales. Even for Loyalty where our job is to fix issues that are tmobile related or as courtesy If i help you save money on your bill Why am i required to ask you to add more back onto your bill? This doesnt make since and becasue of it  it woudl only piss customers off more. The ATT merger isnt helping either people are unsure what they want to do  because of it.

  • Raven64118

    Also the only reason i still have tmobile after having quit a month ago is because i know they are cheaper i think its the only reason alot of people stay
     

  • Anonymous

    But wait! The “Merger” of AT&T and T-Mobile is going to CREATE jobs! AT&T said so….

    • H8stylist

      it will, for their company, after they fire (i mean let go, so they can pursue better career opportunities) all the tmobile employees, they will need to hire more ATT sales reps, service reps, engineers.

      • Anonymous

        The only problem with that is they WILL send any CS jobs they create to India which is exactly what they have been doing. That DOESN’T help create jobs HERE

  • Kgue26

    Im leaving as soon as I can… The customer service has really down graded, and I can’t stand calling them.if I’m going to get crappy customer service from my provider then I might as well go to sprint and at least get good phones and tablets too.

  • Kgue26

    Im leaving as soon as I can… The customer service has really down graded, and I can’t stand calling them.if I’m going to get crappy customer service from my provider then I might as well go to sprint and at least get good phones and tablets too.

  • Kgue26

    Im leaving as soon as I can… The customer service has really down graded, and I can’t stand calling them.if I’m going to get crappy customer service from my provider then I might as well go to sprint and at least get good phones and tablets too.

    • Anonymous

      Which good phones would that be sir?  The EVO 3D?  The Epic 4G?  T-Mobile has the best handset line-up.  Sprint’s phones are either outdated or plain garbage.  Why would anyone choose the EVO 3D over the Sensation?  Or an Epic over a Galaxy S 4G? 

      • H8stylist

        the motorolla photon 4g looks very nice from what i have read, and just got released today.

  • Mhinojosa99

    I have been a csr at a Tmo call center for about two years now. While its a given that anywhere you go you will find nice and rude people as well as smart and not so smart employees, this is not true representation of all employees. Yes our metrics have gotten a bit more strict but hey if you canf stick with it than it might not be.for you. Every,you work changes happen all the time an consider that everywhere you go now, it is about increasing revenue. I go to pump gas and the pump asks me if I want a carwash or somekind of fuel additive. I go to buy toilet paper n the lady at the check out asks I want candy. Hell I call to activate a credit card and I get asked if I want credit protection or additional life insurance. Yes call centers were closed to transition reps into a csr and sales position. But we werent just told here sell. We were showed how to deal witb a customers issue first than transition and ask for permission to discuss a possible upsell. Even with the new metrics people are still getting bonuses left and right, hell I just got a $250 bonus on Friday, so current and former reps come on dont bshit that they are impossible. If you are lazy enough or just dont want to well go find something else, hell go pick vegetables in the fields or go framing houses, granted.those jobs have quotas also so youll prob btch at that too. A bonus is just that, you are getting extra money for just doing your job. And yes, if you call weekday during day you will get great cs. Why, because those r the shifts the top reps get when we choose our shifts, the better you.perform the best hours you will get to choose from. If you just go take calls and sit just for the paycheck, well you arent gonna put much into it. Up to now Tmo has treated me well and I try to do the best you can and to My Abilities. We get top quality health insurance, $15 phone and web service,401k,fsa accounts, backup child care, hell they even give me $400 a month as child care subsidy for my daughters daycare, all this extra from my paychecks. You get tough metrics but are rewarded nicely. Dont complain for runoff sentences, misspellings or crap, I did this with my phone. This are my two cents. And finally any job you are at runs the risk of ending, hell look at Enron overnite people lost jobs, savings, 401ks. If our jobs do end, anything I learned here will help me down the road. Peace to all.

  • Mhinojosa99

    I have been a csr at a Tmo call center for about two years now. While its a given that anywhere you go you will find nice and rude people as well as smart and not so smart employees, this is not true representation of all employees. Yes our metrics have gotten a bit more strict but hey if you canf stick with it than it might not be.for you. Every,you work changes happen all the time an consider that everywhere you go now, it is about increasing revenue. I go to pump gas and the pump asks me if I want a carwash or somekind of fuel additive. I go to buy toilet paper n the lady at the check out asks I want candy. Hell I call to activate a credit card and I get asked if I want credit protection or additional life insurance. Yes call centers were closed to transition reps into a csr and sales position. But we werent just told here sell. We were showed how to deal witb a customers issue first than transition and ask for permission to discuss a possible upsell. Even with the new metrics people are still getting bonuses left and right, hell I just got a $250 bonus on Friday, so current and former reps come on dont bshit that they are impossible. If you are lazy enough or just dont want to well go find something else, hell go pick vegetables in the fields or go framing houses, granted.those jobs have quotas also so youll prob btch at that too. A bonus is just that, you are getting extra money for just doing your job. And yes, if you call weekday during day you will get great cs. Why, because those r the shifts the top reps get when we choose our shifts, the better you.perform the best hours you will get to choose from. If you just go take calls and sit just for the paycheck, well you arent gonna put much into it. Up to now Tmo has treated me well and I try to do the best you can and to My Abilities. We get top quality health insurance, $15 phone and web service,401k,fsa accounts, backup child care, hell they even give me $400 a month as child care subsidy for my daughters daycare, all this extra from my paychecks. You get tough metrics but are rewarded nicely. Dont complain for runoff sentences, misspellings or crap, I did this with my phone. This are my two cents. And finally any job you are at runs the risk of ending, hell look at Enron overnite people lost jobs, savings, 401ks. If our jobs do end, anything I learned here will help me down the road. Peace to all.

  • Mhinojosa99

    I have been a csr at a Tmo call center for about two years now. While its a given that anywhere you go you will find nice and rude people as well as smart and not so smart employees, this is not true representation of all employees. Yes our metrics have gotten a bit more strict but hey if you canf stick with it than it might not be.for you. Every,you work changes happen all the time an consider that everywhere you go now, it is about increasing revenue. I go to pump gas and the pump asks me if I want a carwash or somekind of fuel additive. I go to buy toilet paper n the lady at the check out asks I want candy. Hell I call to activate a credit card and I get asked if I want credit protection or additional life insurance. Yes call centers were closed to transition reps into a csr and sales position. But we werent just told here sell. We were showed how to deal witb a customers issue first than transition and ask for permission to discuss a possible upsell. Even with the new metrics people are still getting bonuses left and right, hell I just got a $250 bonus on Friday, so current and former reps come on dont bshit that they are impossible. If you are lazy enough or just dont want to well go find something else, hell go pick vegetables in the fields or go framing houses, granted.those jobs have quotas also so youll prob btch at that too. A bonus is just that, you are getting extra money for just doing your job. And yes, if you call weekday during day you will get great cs. Why, because those r the shifts the top reps get when we choose our shifts, the better you.perform the best hours you will get to choose from. If you just go take calls and sit just for the paycheck, well you arent gonna put much into it. Up to now Tmo has treated me well and I try to do the best you can and to My Abilities. We get top quality health insurance, $15 phone and web service,401k,fsa accounts, backup child care, hell they even give me $400 a month as child care subsidy for my daughters daycare, all this extra from my paychecks. You get tough metrics but are rewarded nicely. Dont complain for runoff sentences, misspellings or crap, I did this with my phone. This are my two cents. And finally any job you are at runs the risk of ending, hell look at Enron overnite people lost jobs, savings, 401ks. If our jobs do end, anything I learned here will help me down the road. Peace to all.

    • Anonymous

      i gotta say, tmobile offered AWESOME pay and bennies, but call center is so freakin intense. I personally couldn’t handle it so i left. Kudos to those that like it, because you guys are making a ton more money than I.

    • H8stylist

      someone bitching about people bitching = irony

      personally i never complained about my job other than to say that selling is not why i joined.  i am not a salesman, never have.  i have worked with customers and in customer service longer than most, i have been in commissioned based systems, quota sales systems.  i know what i excel at and what i don’t.  i don’t excel at offering things to customers that does not make sense.  why offer data to someone using a samsung flip?  why offer caller id to someone who uses 200min a month (and last i checked isn’t compatible with most phones)?  did i ever say that tmobile was evil for doing it?  no i did not.  i understand tmobile is trying to earn any revenue that it can to stay profitable.  however, taking people that do not have a sales background, do not do well with sales, were not hired for their sales ability, and expecting a simple transition to qualify as sales training is laughable.  i applaud you for doing as well as you have, great, you have no problems selling to people.  however, do not speak in generalities because of your own experience.  my last month at tmobile 2 people were in line (out of 16 on my team) to get a bonus.  before they cracked down on people adding features without permission and made people ask permission to offer a feature, my previous team had 6 out of 16 getting a bonus.  my experience is not left and right getting bonuses.   

      also, do not generalize the shifts as well.  i knew some bitter people who had great stats, and great people who worked for the customer that had bad rankings when realignment came around.  Low crt, low iocr, great commitment to schedule, low absenteeism, high MRC, has nothing to do with treating the customer well.  it shows me you were at your desk on time, got the customer off the phone quickly, added a feature to their account, and the customer not calling back in no way means you solved their issue.  either they didn’t want to call back because they were to frustrated with you to deal with it again, or your poor solution to their problem was accepted.  i have been on night teams where there were three people on it ranked in the top 50, 5 in the top 100.  the lady i talked to last night was an amazing girl, and she would probably be offended by you saying that you need to call during the daytime to get good service.

      yes the job has good benefits, yes there are great people who work there, and yes people who lose theirs will just have to find a new job.  but, speaking so bitterly to others as a current employee for an organization on a blog about how customer service is declining, is not proving the blog wrong by any means.  i score your courtesy at a 1 for a customer mistreat, concern also a 1 for a mistreat and lack of empathy, 3 for knowledge since you brought up MRC lol, 2 for timely resolution.  so your score is a 1.75 GREAT JOB!

    • H8stylist

      someone bitching about people bitching = irony

      personally i never complained about my job other than to say that selling is not why i joined.  i am not a salesman, never have.  i have worked with customers and in customer service longer than most, i have been in commissioned based systems, quota sales systems.  i know what i excel at and what i don’t.  i don’t excel at offering things to customers that does not make sense.  why offer data to someone using a samsung flip?  why offer caller id to someone who uses 200min a month (and last i checked isn’t compatible with most phones)?  did i ever say that tmobile was evil for doing it?  no i did not.  i understand tmobile is trying to earn any revenue that it can to stay profitable.  however, taking people that do not have a sales background, do not do well with sales, were not hired for their sales ability, and expecting a simple transition to qualify as sales training is laughable.  i applaud you for doing as well as you have, great, you have no problems selling to people.  however, do not speak in generalities because of your own experience.  my last month at tmobile 2 people were in line (out of 16 on my team) to get a bonus.  before they cracked down on people adding features without permission and made people ask permission to offer a feature, my previous team had 6 out of 16 getting a bonus.  my experience is not left and right getting bonuses.   

      also, do not generalize the shifts as well.  i knew some bitter people who had great stats, and great people who worked for the customer that had bad rankings when realignment came around.  Low crt, low iocr, great commitment to schedule, low absenteeism, high MRC, has nothing to do with treating the customer well.  it shows me you were at your desk on time, got the customer off the phone quickly, added a feature to their account, and the customer not calling back in no way means you solved their issue.  either they didn’t want to call back because they were to frustrated with you to deal with it again, or your poor solution to their problem was accepted.  i have been on night teams where there were three people on it ranked in the top 50, 5 in the top 100.  the lady i talked to last night was an amazing girl, and she would probably be offended by you saying that you need to call during the daytime to get good service.

      yes the job has good benefits, yes there are great people who work there, and yes people who lose theirs will just have to find a new job.  but, speaking so bitterly to others as a current employee for an organization on a blog about how customer service is declining, is not proving the blog wrong by any means.  i score your courtesy at a 1 for a customer mistreat, concern also a 1 for a mistreat and lack of empathy, 3 for knowledge since you brought up MRC lol, 2 for timely resolution.  so your score is a 1.75 GREAT JOB!

  • Anonymous

    I dunno but i called technical help yesterday around 3pm and I had no wait time, and had my issue solved in a  satisfactory manner within fifteen minutes. I call that good cust service.
    and the new routing is hopefully to avoid transfers because when i used to work there people who had no business getting me would get me and i would have to transfer them and some people complained they had been transferred several times. :(
    so if they can cut down on that it would greatly help hold times and transfer rates.

  • Desperado_87

    Everything in the above article is 100% innaccurate. Not one thing above is true. this is speculation by someone who more than likely is getting info from a a disgrunted employee active or inactive. when you work and drive the business each day and accumalate survey from real customers we adopt to what we hear and read. good effort in posting crap though.

    • H8stylist

      ummmmmm, the article is accurate.  they updated the SIVR to when you call in you cannot immediately say “representative” and get routed to general care.  now you need to specify why you are calling before you get routed to avoid transfers.

      David’s OPINION is that this is creating more time for customers being on the phone and delaying them talking to a representative.  His OPINION is that this show’s that customer service is on the decline.  The FACT is, JDPOWER went to Verizon again and not T-Mobile for customer service.  So, if it’s so inaccurate, where are your facts to base that on?

    • Desperadohasnoclue

      half my call centers sups are headed to the Philippines to train people to take over our jobs. 

  • Anonymous

    It is all true, I have experienced it myself. I didn’t believe it’s true, until  I read this. T-Mobile must be trying 2 act like At&t’s shitty customer service 2 prepare 4 the stupid merger which shouldn’t go thru!

  • Nic

    What can you say about the MyTouch Slide 4G…? Why does TMobile say they have 4G when so many news articles claim they don’t really have 4G? I cannot get 4G here…  I think TMo has gotten some nicer phones of late, but that is all relatively a new thing.  They did not have such great phones until recently. 

    • Mattmjb0188

      I agree. It’s not a new 4G technology, its just really fast 3G.  They released the Galaxy S 4G in February and that is the only phone with the capability of 21Mbps down.  Every other phone is 14.4 I believe.  The Sensation and myTouch 4G slide should have had nothing less than 21Mbps down.

      • CRT24

        No company has true 4G according to the specified definition of what 4G is……..but fast is fast and if your phone gets 10 mbs download speed who the hell cares what it is callled. Not every carrier has their version of 4G covering their entire network but T-Mobile 21mbs and 42mbs capabilities reach more people than the other carriers. So regardless if it is HSPA+, LTE, or WIMAX speed is what it is and until someine has 100mbs capable speed then it will not be true 4G…..this is not new news.

        • Nic

          Well, they do have to stay uniform in what they call it and classify it to what we know.  TMo does not have 4G here in my city, but they sure advertise it here like we do.  What does ‘their version of 4G’ mean, anyway?  4G isn’t 4G?

        • H8stylist

          companies don’t tailor commercials to specific markets like that.  they pay networks, magazines, newspapers, etc to post an ad campaign to every market that is feasable to excite current customers and bring in new ones.  as of the recent FCC ruling, companies using HSPA+ can say they are using 4g even though it wasn’t the original 4g technology (LTE, Wimax).  it didn’t seem fair in my eyes that sprint could advertise 4g like they do, when their wimax coverage is spotty at best, and T-mobile has had a history of keeping up in data speeds with other carriers or beating them with HSPA+.

          in the end it is all marketing, but what matters is that you are getting what you want/need.  i love tmobiles HSPA network with how much depth they have to it compared to the others, i am just not confident it will still be there after the merger next year. 

      • CRT24

        No company has true 4G according to the specified definition of what 4G is……..but fast is fast and if your phone gets 10 mbs download speed who the hell cares what it is callled. Not every carrier has their version of 4G covering their entire network but T-Mobile 21mbs and 42mbs capabilities reach more people than the other carriers. So regardless if it is HSPA+, LTE, or WIMAX speed is what it is and until someine has 100mbs capable speed then it will not be true 4G…..this is not new news.

      • The 21Mbps chips for smartphones are still too big. It’s the reason why the Galaxy S 4G had to get rid of the 16GB internal storage. Qualcomm, ST-Ericsson, Huawei, and ZTE are launching DC-HSPA chips that are slightly smaller than the HSPA+14.4 chips this fall, so we may go straight from 14.4Mbps to 42Mbps for HSPA+. It lines up neatly with the Samsung Hercules including an HSPA+42 chip, but the one the Hercules rumor states is not intended for smartphones and and doesn’t have the voice channel codec built into it.

  • Mattmjb0188

    I am hoping T-Mobile drastically turns themselves around and becomes the best carrier again.  Anyone know what would happen if the AT&T deal falls through?

    • Billythegreat

      tmobile get 3 billion

  • Mattmjb0188

    I am hoping T-Mobile drastically turns themselves around and becomes the best carrier again.  Anyone know what would happen if the AT&T deal falls through?

  • Nic

    Ahhh, I used to live in Orlando and Publix was a store I frequented.  Anyway, several weeks ago I received an email from TMo that offered me $100 to trade in my current handset toward a new phone right then even though my contract isn’t up for a handful of months. I have never before received any offer like that from them.  I’m torn… I rarely call CS, so even though I’ve received poor CS relations, it’s truly not as critical for me.  When I am really p1$$ed with them and need to call, I just try to suck it up a lot to generate a decent experience; so when that doesn’t happen it’s b/c I got hold of a real jerk who kept adding fuel to the fire.  But I’m torn about leaving b/c it still appears TMo has great pricing, and that’s the bottom line when I have so many phone lines with them (spouse/kids) .  I’ll have to really check it out with other carriers. 

  • Nic

    Ahhh, I used to live in Orlando and Publix was a store I frequented.  Anyway, several weeks ago I received an email from TMo that offered me $100 to trade in my current handset toward a new phone right then even though my contract isn’t up for a handful of months. I have never before received any offer like that from them.  I’m torn… I rarely call CS, so even though I’ve received poor CS relations, it’s truly not as critical for me.  When I am really p1$$ed with them and need to call, I just try to suck it up a lot to generate a decent experience; so when that doesn’t happen it’s b/c I got hold of a real jerk who kept adding fuel to the fire.  But I’m torn about leaving b/c it still appears TMo has great pricing, and that’s the bottom line when I have so many phone lines with them (spouse/kids) .  I’ll have to really check it out with other carriers. 

  • Twcamc

    Here is my latest experience with the loyalty department.Call and asked about new plans and options for renewal. Rep promised the best deal.  Set me up for classic plan with a $10 discount for the next 24 months.  Total would be 79.99 for 2 lines, 1000 mins, unlimited texting, 2 GB and 200 MB on each phone.  GREAT.Thanks, Hang up.  I checked online account page and noticed something fishy.  Called and talked to a supervisor.  Supervisor confirmed all was correct, and that update could be delayed. OK. Thanks. Hang Up.  Next morning, checked account again, still noticed something fishy.  Called loyalty department and talked to rep. “Oh, you don’t have unlimited texting on your account”  If you add that, you total with the discount is $99 to be in the Classic plans!”  So, asked to talk to supervisor.  Supervisor confirmed that what was promised was not in place and not possible.  OK, I am not asking for a freeby, just asking TMobile to honor what was promised.  Not possible.  Gave me thee options that included a one time $80 discount and keeping the $10 loyalty discount for the next 24 months.  I can choose the new plans or go back to my grandfathered plans!!!  Thanks Tmobile.

    • jon

      Your calls should have been recorded. Also, whenever I’ve had an issue that required adjustments like this, I made a point having the CSR verify what was noted in the call log and promised as resolution. It should be possible to refer back to the log and the recording (at least the log). I know it’s frustrating – and I’d be somewhat furious myself – I hate feeling suckered, and verbal promises followed by denial fall squarely in that arena. Might be worth another try, being persistent to escalate as high as you can.

      • H8stylist

        based on what his issues are, memos will not be able to help him.  if a rep offered something that is not able to be done, it can’t be done.  tmobile can’t just create a feature or plan based on what he was offered, it doesn’t work that way.  as a compromise they offered a 80.00 credit and recurring 10.00 credit for the next 2yrs.

        also it states the call may be recorded (not all calls are), and the only way a call can be pulled is by the supervisor of the rep the call was sent to.  so if he were to call in to request the call to be reviewed, that rep may not even be in the same state as the previous call was.  the purpose of the calls being recorded is to verify that the rep is doing their job, not to verify for customers.

    • ItsMichaelNotMike

      T-Mobile did the same thing to me, made a deal where it said specifically that each of my two lines would have a 5GB limit. When I went online to check/confirm the deal, MyAccount said I had 2GB limits.

      I called T-Mobile back (oh oh, I am now contacting too much, I will be branded a problem customer). I explained how I was on EM+ and agreed to a two year contract for two lines and in return for such a significant promise I was getting 5GB data instead of 2GB.

      The CSR checked on it, said “if you want 5GB it’s going to be $10 more per line.” I said “so that’s T-Mobile’s position, that there’s no record that I was getting 5GB?” He responded in a “I have to say bye now tone” “Yeah, that’s it.” I said I would have to think about things and call back. He said “OK, see ya.” (Clearly despite my being an eight year customer who had paid T-Mobile over $25,000 he thought I was just trying to work him.)

      So I thought about it, called 30 minutes later and canceled my T-Mobile accounts. And that call was quite an adventure too, the CSR saying I could only cancel the phone order, not the plans, since “buyer’s remorse” applies only to phones not plans.” Well I knew that was BS so eventually she backed off and said “Alright then, I am canceling your lines.”

      Three days later online indicated nothing had changed, meaning my lines were not canceled. I called, the CSR said the computer shows no record of my canceling the order or my T-Mobile accounts. After his arguing with me he said he was canceling the order AND the account.

      The third time was the charm, the next day. I called because again there was no change in my accounts. And also (who knows why, wink, wink) even though my account was current, “someone” had put my account as 9999 days past due.  I got a text message that demanded that I pay $180 immediately. (Sheesh guy, if you are going to immaturely attack my account, don’t enter my account is 9999 days past due, put it at 30 days so it’s believable to anyone looking at it.)

      So this third call, the CSR says “I don’t see where anyone has canceled your order or the lines. I see that you called on Friday and Monday, but there’s no cancellation of the order or plans.  I also have never seen that in the five years I have been here, an account 9999 days past due. Obviously your account has an excellent payment history.”

      Anyway, back to the cancellation debacle, being experienced legal argument and evidence, I ask him “Well, does it say WHY I called on late Friday, twice, and on Monday?” He said there was no indication. I then said “Well then let’s assume I was calling for some reason, and I’m telling you it was to cancel the order and lines.” He said “Good point.” :)  He then properly entered the information.

      I suggest you do what I did. Don’t let T-Mobile get away with this kind of BS. Take your business elsewhere.

    • ItsMichaelNotMike

      T-Mobile did the same thing to me, made a deal where it said specifically that each of my two lines would have a 5GB limit. When I went online to check/confirm the deal, MyAccount said I had 2GB limits.

      I called T-Mobile back (oh oh, I am now contacting too much, I will be branded a problem customer). I explained how I was on EM+ and agreed to a two year contract for two lines and in return for such a significant promise I was getting 5GB data instead of 2GB.

      The CSR checked on it, said “if you want 5GB it’s going to be $10 more per line.” I said “so that’s T-Mobile’s position, that there’s no record that I was getting 5GB?” He responded in a “I have to say bye now tone” “Yeah, that’s it.” I said I would have to think about things and call back. He said “OK, see ya.” (Clearly despite my being an eight year customer who had paid T-Mobile over $25,000 he thought I was just trying to work him.)

      So I thought about it, called 30 minutes later and canceled my T-Mobile accounts. And that call was quite an adventure too, the CSR saying I could only cancel the phone order, not the plans, since “buyer’s remorse” applies only to phones not plans.” Well I knew that was BS so eventually she backed off and said “Alright then, I am canceling your lines.”

      Three days later online indicated nothing had changed, meaning my lines were not canceled. I called, the CSR said the computer shows no record of my canceling the order or my T-Mobile accounts. After his arguing with me he said he was canceling the order AND the account.

      The third time was the charm, the next day. I called because again there was no change in my accounts. And also (who knows why, wink, wink) even though my account was current, “someone” had put my account as 9999 days past due.  I got a text message that demanded that I pay $180 immediately. (Sheesh guy, if you are going to immaturely attack my account, don’t enter my account is 9999 days past due, put it at 30 days so it’s believable to anyone looking at it.)

      So this third call, the CSR says “I don’t see where anyone has canceled your order or the lines. I see that you called on Friday and Monday, but there’s no cancellation of the order or plans.  I also have never seen that in the five years I have been here, an account 9999 days past due. Obviously your account has an excellent payment history.”

      Anyway, back to the cancellation debacle, being experienced legal argument and evidence, I ask him “Well, does it say WHY I called on late Friday, twice, and on Monday?” He said there was no indication. I then said “Well then let’s assume I was calling for some reason, and I’m telling you it was to cancel the order and lines.” He said “Good point.” :)  He then properly entered the information.

      I suggest you do what I did. Don’t let T-Mobile get away with this kind of BS. Take your business elsewhere.

      • H8stylist

        in my time as a CSR if there were no notes explaining why a customer called in, i would side with the customer to the best of my abilities.  i do want to point out though, there is no way with the software that tmobile uses, that you can enter specific information causing an account to go past due (let alone 9999 days) it was probably a glitch.  it’s never fun to have to call back, especially if you are cancelling service.  however, customer service as of currently, is a human based job.  with human interaction you get errors (misinterpretation, wrong information, bad attitude, confusion, etc.) so while leaving is always an option, don’t leave and expect that it will never happen with a different company. 

        • ItsMichaelNotMike

          Duly noted that mistakes happen, and incompetence is rampant in our society.

          All I’m saying is it was sure coincidental that the CSR on that Monday (the third call to T-Mobile) got rude and condescending and low and behold, my cancellation order on the phone was not entered, the accounts were not closed, and my account was made “past due,” which it has never been in 8 years.

          That’s too many events for me to accept as coincidence.  Either his conduct was intentional or he was grossly incompetent to where, IMO, he should not even be working the phones. (Unless T-Mobile does not care about angering and losing customers ;)

        • ItsMichaelNotMike

          Duly noted that mistakes happen, and incompetence is rampant in our society.

          All I’m saying is it was sure coincidental that the CSR on that Monday (the third call to T-Mobile) got rude and condescending and low and behold, my cancellation order on the phone was not entered, the accounts were not closed, and my account was made “past due,” which it has never been in 8 years.

          That’s too many events for me to accept as coincidence.  Either his conduct was intentional or he was grossly incompetent to where, IMO, he should not even be working the phones. (Unless T-Mobile does not care about angering and losing customers ;)

        • ItsMichaelNotMike

          Duly noted that mistakes happen, and incompetence is rampant in our society.

          All I’m saying is it was sure coincidental that the CSR on that Monday (the third call to T-Mobile) got rude and condescending and low and behold, my cancellation order on the phone was not entered, the accounts were not closed, and my account was made “past due,” which it has never been in 8 years.

          That’s too many events for me to accept as coincidence.  Either his conduct was intentional or he was grossly incompetent to where, IMO, he should not even be working the phones. (Unless T-Mobile does not care about angering and losing customers ;)

        • ItsMichaelNotMike

          Duly noted that mistakes happen, and incompetence is rampant in our society.

          All I’m saying is it was sure coincidental that the CSR on that Monday (the third call to T-Mobile) got rude and condescending and low and behold, my cancellation order on the phone was not entered, the accounts were not closed, and my account was made “past due,” which it has never been in 8 years.

          That’s too many events for me to accept as coincidence.  Either his conduct was intentional or he was grossly incompetent to where, IMO, he should not even be working the phones. (Unless T-Mobile does not care about angering and losing customers ;)

        • ItsMichaelNotMike

          On the past due, I don’t know what happened either.  All I know is that 1) I got a text message saying “pay up or the line will be canceled;” 2) when I called 611 a message immediately came on saying :Your account is past due, how would you like to pay; and 3) when I got a live person she said “And how would you like to pay.”

          When I told her that this was obviously a mistake, she again asked how I would like to pay (no doubt because she had heard that many times, from deadbeats).

          I then said “look at how long it says I have been past due.”  She said “9999” days.  I then said “Do you really think T-Mobile would let me slide 9999 days without paying the bill?”  She then transferred me to a supervisor since she was not sure what was going on.

          In 8 years I have never got such a text message, auto-collections message (or whatever it’s called), nor put through to a collections CSR.  That CSR was angered at me, the next thing that happens is that my account is past due. 

          Besides, I don’t know how a computer (that relies on humans for data entry) can mistake “cancel my phone order and close the accounts” to “make this account past due.”

      • GregP74

        What a nightmare!

        I’m having a bit of a situation with T-Mobile right now.

        I ordered new (non-smart) phones last week for 2 of the lines on my family plan. One was due for an upgrade (3341), the other only a partial upgrade (5561), so I ended up paying $29 for one and $70 something for the other with a 2 year contract renewal.

        A couple nights later I looked at my account online and saw that all *three* of my lines had been re-upped for two years.

        I called in the next morning to ask about this, and they were able to re-adjust the contract date on my 0459 line to 11/18/12.

        However, I discovered that they’d put one of the phones as an upgrade to the 0459 line rather than the 3341. The CS rep said it was no big deal. Next time I want to upgrade the phone for the 0459 line, I can just use the one that belongs on the 3341.

        I told her that was all fine and dandy except that my next phone on this line will surely be another smart phone, and if I use the other line’s upgrade availability, I’ll surely be stuck paying a data plan for that line and not be using it.

        So she says well let me look into that….. comes back and says there are two things they can do. I can send back the phone (at my own expense, of course) and let them process it, then send out a new phone as an upgrade to the correct line OR they can make a note of what happened in my account to make sure that next time I get another smart phone, I won’t be stuck with needing a data plan on a different line.

        Somehow, I have a feeling sometime down the road if I am still with T-Mobile or whatever becomes of it, when I go to upgrade to a different smart phone I am going to run into a HUGE fiasco.

        /this should be fun.

        • Raven64118

           Actually yes when you send the phone back in it is at your expence. but due to T-mobile error they will issue a credit of $10 for shipping by UPS – I worke din cancelations after workign as a gen care rep. They will transfer you to loyalty and just let them know that since this was a t-mobile error you woudl like to have a shipping credit applied to the accoutn so you will be reembursed for paying to ship the phone back – This is a very simple fix and will keep issues from happenign down the road.

      • GregP74

        What a nightmare!

        I’m having a bit of a situation with T-Mobile right now.

        I ordered new (non-smart) phones last week for 2 of the lines on my family plan. One was due for an upgrade (3341), the other only a partial upgrade (5561), so I ended up paying $29 for one and $70 something for the other with a 2 year contract renewal.

        A couple nights later I looked at my account online and saw that all *three* of my lines had been re-upped for two years.

        I called in the next morning to ask about this, and they were able to re-adjust the contract date on my 0459 line to 11/18/12.

        However, I discovered that they’d put one of the phones as an upgrade to the 0459 line rather than the 3341. The CS rep said it was no big deal. Next time I want to upgrade the phone for the 0459 line, I can just use the one that belongs on the 3341.

        I told her that was all fine and dandy except that my next phone on this line will surely be another smart phone, and if I use the other line’s upgrade availability, I’ll surely be stuck paying a data plan for that line and not be using it.

        So she says well let me look into that….. comes back and says there are two things they can do. I can send back the phone (at my own expense, of course) and let them process it, then send out a new phone as an upgrade to the correct line OR they can make a note of what happened in my account to make sure that next time I get another smart phone, I won’t be stuck with needing a data plan on a different line.

        Somehow, I have a feeling sometime down the road if I am still with T-Mobile or whatever becomes of it, when I go to upgrade to a different smart phone I am going to run into a HUGE fiasco.

        /this should be fun.

      • Raven64118

         As far as this goes yes you may have experience in Legal however a Buyers remorse means you have baught somethign and are remorsefull for it and wish to return it. That is not the case with rate plans. So you got a rep who orginially told you the right thing followed by reps who were not trained  properly. In the case of a rate plan change there is no buyers remorse if it was backdated. Also there is no way for a rep to put your accoutn past due so that in itself is a system error that is rather interesting.

        • ItsMichaelNotMike

          Well the poor grammar of your post explains that here’s another armchair know-it-all who knows absolutely nothing, but chooses to post misinformation.  Since others may fall victim to your lies, I’ll explain this again, like I did a month ago.

          As I said before, T-Mobile and its employees are apparently being trained to defraud customers who attempt to exercise their buyer’s remorse rights. (Are you at T-Mobile employee?)  What they (and you) are doing is that when someone tries to cancel the contract within the buyer’s remorse period that the customers can return the phone, but cannot cancel the contract.

          Although I think you are intentionally misrepresenting things, if you are simply not the sharpest pencil in the box, think of it logically.

          You are saying that someone can return a $200 phone (assume it was subsidized), but they remain obligated to a $1500 contract, for example. 

          OK, let’s assume one gets to return the phone.  What are you and T-Mobile contending happens next?  That the customer simply sits there with a service contract and no phone?

          Or is T-Mobile contending that the customer is free to choose a different T-Mobile phone?  So that’s the extent of the buyer’s remorse right, that it’s some sort of government mandate that if a customer feels remorse he or she can get a different phone?  That’s sounds pretty lame, doesn’t it, that “Buyer’s Remorse” means you have to stay with the carrier for two years, but within 14 to 30 days (depending on state) you can swap phones.

          Repeat, buyer’s remorse means that a customer has the right to cancel the service contract.  (In fact, California law specifically says that one has 30 days to cancel THE SERVICE CONTRACT.  Our law says nothing about canceling or returning phones.)

          In any event, that first rep was lying and you are sorely mistaken (or lying too). As I said before, she had the full range of lies and machinations available and used them all:

          — “Buyer’s remorse applies only to phones, not the plans.”

          — “If you cancel you will have to pay an ETF fee of $250 on each line. (Keep in mind this was on an order placed about 8 hours earlier).”

          — And lastly, she simply refused to cancel the phone shipping nor or put in a disconnect order, as she said she was doing as we spoke.

          How do I know she was lying and not misinformed?  Because she said all of the above within five minutes of arguing with me.  She didn’t look something up, she did not talk to a supervisor, and when she saw that her lies were not working she moved on to the next one or tried something else.

          As to what happened on the plans, my post was lengthy so I tried to be brief.  I was an EM+ customer. When I called to cancel my lines Retentions suggested a deal that sounded worth staying.  That new deal included agreeing to a two year contract on both lines, with 5GB data on each.

          So all this had nothing to do with “backdating” plans or whatever (there was nothing to backdate since my account was current and the plans would not kick in until the next billing period).  Besides, that statement is incorrect too.  The buyer’s remorse period starts to run AFTER one receives the new phone and activates it. That’s why the phone box and phone have warnings about turning on the phone kicks in the contract.  E.g., here’s what the tape sealing the box on my Sensation says:

          “IMPORTANT – By opening this package and using T-Mobile service you agree to be bound by the enclosed T-Mobile Terms & Conditions, which include arbitration and early termination fee provisions.”

           (Can you imagine if buyer’s remorse applied after an order was placed.  How much you want to bet carriers would delay one’s receipt of the phone until after the remorse period expires.)

          Of course the bottom line to all this, T-Mobile lost a two-line account because of its dishonest conduct.  You can argue all you want about who was right, who was wrong, or even consider me an a$$hole.  But at the end of the day, I, like millions of others, have taken our business elsewhere.

          T-Mobile employees can celebrate in the break room how they really showed us. (And the one guy can gloat how he sabotaged my account to show it was 9999 days past due and how that ruined a perfect 8 year record of paying to T-Mobile.  But I don’t think it wise to pick fights with customers who have been paying T-Mobile for 5, 7, 8, or even 10 years. I duly note that no one in T-Mobile call centers care about any of this.)

          All we can do is post knowing that Google will create a permanent history of these events.

        • Cstelleto

          It took an extremely long post for you to make such a  simple point. Now who is the idiot? Don’t be so narrow minded learn to communicate with all types of individual some may not have sharp grammar skills but still they can be understood and they have a right to express their views without being made to feel inferior. Who’s to say you’re not misinforming individuals. With your “apparent” speculations. Press on to maturity and I’m not being mean. It just would be nice to research a company review comments without having to read people post personal assaults at others. It’s so stupid, simple minded and immature, No wonder we have a generation of young people who act the way they do

        • Cstelleto

          It took an extremely long post for you to make such a  simple point. Now who is the idiot? Don’t be so narrow minded learn to communicate with all types of individual some may not have sharp grammar skills but still they can be understood and they have a right to express their views without being made to feel inferior. Who’s to say you’re not misinforming individuals. With your “apparent” speculations. Press on to maturity and I’m not being mean. It just would be nice to research a company review comments without having to read people post personal assaults at others. It’s so stupid, simple minded and immature, No wonder we have a generation of young people who act the way they do

        • Cstelleto

          It took an extremely long post for you to make such a  simple point. Now who is the idiot? Don’t be so narrow minded learn to communicate with all types of individual some may not have sharp grammar skills but still they can be understood and they have a right to express their views without being made to feel inferior. Who’s to say you’re not misinforming individuals. With your “apparent” speculations. Press on to maturity and I’m not being mean. It just would be nice to research a company review comments without having to read people post personal assaults at others. It’s so stupid, simple minded and immature, No wonder we have a generation of young people who act the way they do

      • Raven64118

         As far as this goes yes you may have experience in Legal however a Buyers remorse means you have baught somethign and are remorsefull for it and wish to return it. That is not the case with rate plans. So you got a rep who orginially told you the right thing followed by reps who were not trained  properly. In the case of a rate plan change there is no buyers remorse if it was backdated. Also there is no way for a rep to put your accoutn past due so that in itself is a system error that is rather interesting.

    • ItsMichaelNotMike

      T-Mobile did the same thing to me, made a deal where it said specifically that each of my two lines would have a 5GB limit. When I went online to check/confirm the deal, MyAccount said I had 2GB limits.

      I called T-Mobile back (oh oh, I am now contacting too much, I will be branded a problem customer). I explained how I was on EM+ and agreed to a two year contract for two lines and in return for such a significant promise I was getting 5GB data instead of 2GB.

      The CSR checked on it, said “if you want 5GB it’s going to be $10 more per line.” I said “so that’s T-Mobile’s position, that there’s no record that I was getting 5GB?” He responded in a “I have to say bye now tone” “Yeah, that’s it.” I said I would have to think about things and call back. He said “OK, see ya.” (Clearly despite my being an eight year customer who had paid T-Mobile over $25,000 he thought I was just trying to work him.)

      So I thought about it, called 30 minutes later and canceled my T-Mobile accounts. And that call was quite an adventure too, the CSR saying I could only cancel the phone order, not the plans, since “buyer’s remorse” applies only to phones not plans.” Well I knew that was BS so eventually she backed off and said “Alright then, I am canceling your lines.”

      Three days later online indicated nothing had changed, meaning my lines were not canceled. I called, the CSR said the computer shows no record of my canceling the order or my T-Mobile accounts. After his arguing with me he said he was canceling the order AND the account.

      The third time was the charm, the next day. I called because again there was no change in my accounts. And also (who knows why, wink, wink) even though my account was current, “someone” had put my account as 9999 days past due.  I got a text message that demanded that I pay $180 immediately. (Sheesh guy, if you are going to immaturely attack my account, don’t enter my account is 9999 days past due, put it at 30 days so it’s believable to anyone looking at it.)

      So this third call, the CSR says “I don’t see where anyone has canceled your order or the lines. I see that you called on Friday and Monday, but there’s no cancellation of the order or plans.  I also have never seen that in the five years I have been here, an account 9999 days past due. Obviously your account has an excellent payment history.”

      Anyway, back to the cancellation debacle, being experienced legal argument and evidence, I ask him “Well, does it say WHY I called on late Friday, twice, and on Monday?” He said there was no indication. I then said “Well then let’s assume I was calling for some reason, and I’m telling you it was to cancel the order and lines.” He said “Good point.” :)  He then properly entered the information.

      I suggest you do what I did. Don’t let T-Mobile get away with this kind of BS. Take your business elsewhere.

    • Raven64118

       The plans are set in stone there is no way of actually changing howmuch a plan is. I was in loyalty until a month ago. And honestly i love reading how people bitch moan and groan about what a rep does. Understand that  just because  it is run off a computer system doesnt mean that the higher ups from Bellvue Washington allow a rep permissions to do somethign they dont want us to do. Dont blame the rep or the supervisor blame the guys who never answer phones

    • Raven64118

       The plans are set in stone there is no way of actually changing howmuch a plan is. I was in loyalty until a month ago. And honestly i love reading how people bitch moan and groan about what a rep does. Understand that  just because  it is run off a computer system doesnt mean that the higher ups from Bellvue Washington allow a rep permissions to do somethign they dont want us to do. Dont blame the rep or the supervisor blame the guys who never answer phones

    • Raven64118

       The plans are set in stone there is no way of actually changing howmuch a plan is. I was in loyalty until a month ago. And honestly i love reading how people bitch moan and groan about what a rep does. Understand that  just because  it is run off a computer system doesnt mean that the higher ups from Bellvue Washington allow a rep permissions to do somethign they dont want us to do. Dont blame the rep or the supervisor blame the guys who never answer phones

  • TMo-Chick

    Well one of the points to the article is mainly about the SIVR that has been enhanced. Most customers call in and always ask for a rep only to find out their balance. The enforcement behind the new SIVR is simply to save customer’s time to avoid being placed in queue if they only need such basic info. Mind you, these are the same customers that after you give them their balance and make a sales attempt, they get irate because “they only called in for their balance”

    I think the SIVR enhancements are great for the customers, if they would only take a second to listen to the prompts. Not only that, but it will also help with unnecessary transfers into the correct department, which also gets the customer upset.

  • TMo-Chick

    Well one of the points to the article is mainly about the SIVR that has been enhanced. Most customers call in and always ask for a rep only to find out their balance. The enforcement behind the new SIVR is simply to save customer’s time to avoid being placed in queue if they only need such basic info. Mind you, these are the same customers that after you give them their balance and make a sales attempt, they get irate because “they only called in for their balance”

    I think the SIVR enhancements are great for the customers, if they would only take a second to listen to the prompts. Not only that, but it will also help with unnecessary transfers into the correct department, which also gets the customer upset.

  • TMo-Chick

    Well one of the points to the article is mainly about the SIVR that has been enhanced. Most customers call in and always ask for a rep only to find out their balance. The enforcement behind the new SIVR is simply to save customer’s time to avoid being placed in queue if they only need such basic info. Mind you, these are the same customers that after you give them their balance and make a sales attempt, they get irate because “they only called in for their balance”

    I think the SIVR enhancements are great for the customers, if they would only take a second to listen to the prompts. Not only that, but it will also help with unnecessary transfers into the correct department, which also gets the customer upset.

  • TMo-Chick

    Well one of the points to the article is mainly about the SIVR that has been enhanced. Most customers call in and always ask for a rep only to find out their balance. The enforcement behind the new SIVR is simply to save customer’s time to avoid being placed in queue if they only need such basic info. Mind you, these are the same customers that after you give them their balance and make a sales attempt, they get irate because “they only called in for their balance”

    I think the SIVR enhancements are great for the customers, if they would only take a second to listen to the prompts. Not only that, but it will also help with unnecessary transfers into the correct department, which also gets the customer upset.

  • Nic

    You know that thing about your TMO phones going down every so often has happened to us twice.  I did call them and once it was due to an ice storm, which made sense. But the other time it might have been some kind of interference. But once we got a new tower in the vicinity it never happened again. But when my connection was down I went into my settings and found that I had the option to connect to the ATT towers, which I did and received service via their tower for that duration.  I also power down my phone and back on so to connect to the nearest tower after I’ve had to drive away with my phone.  Sometime’s it helps, like my phone is still trying to connect with the previous tower.

  • Nic

    You know that thing about your TMO phones going down every so often has happened to us twice.  I did call them and once it was due to an ice storm, which made sense. But the other time it might have been some kind of interference. But once we got a new tower in the vicinity it never happened again. But when my connection was down I went into my settings and found that I had the option to connect to the ATT towers, which I did and received service via their tower for that duration.  I also power down my phone and back on so to connect to the nearest tower after I’ve had to drive away with my phone.  Sometime’s it helps, like my phone is still trying to connect with the previous tower.

    • Stephen

      My situation was totally different; the phones would just die…they would just freeze up – none of the keys would work.  I actually called Tmob today and once again had the same experience with the rep telling me things that weren’t true, contradicting other employees and herself…I gave her the benefit of the doubt, then double checked what she swore to me was true, and once again she was wrong.  I don’t know if they purposely mislead people or they just don’t know their plans and policies.  And again it was clear that new customers will get the best rates…and that they have no idea how to explain their new classic/value plans…and also if you do stay with Tmob – you have to monitor prices online and in store so you get an idea of what is a real value.  But I suggest you check into the smaller companies..and if you like the Tmobile service, cheek Walmart FamilyMobile powered by Tmobile for only $45…and probably cheaper for the family deal you seek

    • Stephen

      My situation was totally different; the phones would just die…they would just freeze up – none of the keys would work.  I actually called Tmob today and once again had the same experience with the rep telling me things that weren’t true, contradicting other employees and herself…I gave her the benefit of the doubt, then double checked what she swore to me was true, and once again she was wrong.  I don’t know if they purposely mislead people or they just don’t know their plans and policies.  And again it was clear that new customers will get the best rates…and that they have no idea how to explain their new classic/value plans…and also if you do stay with Tmob – you have to monitor prices online and in store so you get an idea of what is a real value.  But I suggest you check into the smaller companies..and if you like the Tmobile service, cheek Walmart FamilyMobile powered by Tmobile for only $45…and probably cheaper for the family deal you seek

      • Nic

        Surely someone will disagree, but like you, I have also experienced a time or two when I felt a rep would ultimately just tell us something enough to trick us just to get us off the phone. I also believe this is a growing trend all over because I’ve experienced this once with my utility company trying to get my refund, and 4 times with Best Buy CS – which is a really bad joke for CS!  They just outright tell you something to get you to hang up and it never transpires as stated or is just 100 per cent ignored to be followed by they never said that. Sheesh. (For Best Buy, I need to reset my password for my Reward Zone and the site won’t let me re-set it b/c it just scrolls and never loads no matter what PC I use. My rewards ultimately expired b/c I couldn’t get in, and I lost them by not being able to print them to use them. I called and called and got promise after promise, excuse after excuse, but no help. I was even told it takes 3 to 4 months to reset a password and they have no IT department that will speak with you and they promise ot answer emails but never do. Of course we all know that’s BS. So I took it to the store manager and he was of no help. I wrote (emailed) to the address they provided, but guess what? It was the same customer service place, and to this date (since March of this year) still no help. And the last CSR I spoke with promised (he rest-assured me) he’d figure it out and get back with me. Well, that was in June and I’m supposed to believe he’s still figuring it out.)  A big problem is this overseas customer service everywhere.  Those people in foreign countries probably laugh themselves to sleep.  Why should they care?  I know they don’t!  Bottom line, I agree with you that some will mislead you. 

      • Nic

        Surely someone will disagree, but like you, I have also experienced a time or two when I felt a rep would ultimately just tell us something enough to trick us just to get us off the phone. I also believe this is a growing trend all over because I’ve experienced this once with my utility company trying to get my refund, and 4 times with Best Buy CS – which is a really bad joke for CS!  They just outright tell you something to get you to hang up and it never transpires as stated or is just 100 per cent ignored to be followed by they never said that. Sheesh. (For Best Buy, I need to reset my password for my Reward Zone and the site won’t let me re-set it b/c it just scrolls and never loads no matter what PC I use. My rewards ultimately expired b/c I couldn’t get in, and I lost them by not being able to print them to use them. I called and called and got promise after promise, excuse after excuse, but no help. I was even told it takes 3 to 4 months to reset a password and they have no IT department that will speak with you and they promise ot answer emails but never do. Of course we all know that’s BS. So I took it to the store manager and he was of no help. I wrote (emailed) to the address they provided, but guess what? It was the same customer service place, and to this date (since March of this year) still no help. And the last CSR I spoke with promised (he rest-assured me) he’d figure it out and get back with me. Well, that was in June and I’m supposed to believe he’s still figuring it out.)  A big problem is this overseas customer service everywhere.  Those people in foreign countries probably laugh themselves to sleep.  Why should they care?  I know they don’t!  Bottom line, I agree with you that some will mislead you. 

        • Nic

          Surely someone will disagree, but like you, I have also experienced a time or two when I felt a rep would ultimately just tell you something enough to trick you just to get you off the phone. I also believe this is a growing trend because I’ve experiences this once with my utility company and 4 times with Best Buy CS – which is a really bad joke for CS!  I needed to reset my password for my Reward Zone and the site wouldn’t let me. My rewards ultimately expired b/c I couldn’t get in. I called and called and got promise after promise but no help.  I was told it takes 3 to 4 months reset a password. Of course we all know that’s BS.  So I took it to the store manager and he was of no help.  I wrote to the address they provided, but guess what? It was the same customer service place, and to this date (since March of this ye

  • JT

    This is absolutely right on target. Back in may I got a new phone for my wife & me & ported my daughter’s phone from kajeet. However I had to extend contact for 2 more years.Since then I had to call customer service many times for a lot of different problems.To make problem worse… was the customer service is always being routed to Philippines. They were not able to help me with my problems at all & when I spoke with a manager she was very rude & nasty that she kept changing rules & even made my problem worse than just fixing it. I had no choice but to hang up the phone. Until now my problems are not resolved.

  • ItsMichaelNotMike

    This kind of automation may be great for employees working in call centers that T-Mobile is outsourcing, closing down or scaling back, but the fact is customers hate it.

    The reason T-Mobile is doing all this is to save money and start scaling back for the acquisition. (In mergers and acquisitions the acquired or inferior company fires people over time rather than all at once, which may attract Washington and affect the application.)  T-Mobile has until about December 31 to trim back employees so the “hit” won’t be as hard when the acquisition actually goes through.

    All that aside, in any business customer service is the most important component in operations.  It does not matter if you’re Oracle, Microsoft, Cisco, Nordstrom, or T-Mobile, if a company does not treat the customer as if he or she is #1 and make the customer feel that way, eventually the business will suffer, aka the customers will take their business elsewhere.

    Fact is, cutting back on customer service or automating many of its functions always looks great on the bottom line, at least for a few quarters (after all, building leases and employees are the most expensive aspects of running a business.  Cutting back on employees results in observable savings, within weeks after the employees are fired). But terminating employees or outsourcing call centers are foolish endeavors and means of getting one’s house in order.

    Recall what I said before, people stuck with T-Mobile because its customer service was legend.  T-Mobile has obliterated the only reason its customers had to stay loyal to it.  This is evidenced by T-Mobile’s dismal numbers over the past quarters. (And I assume Q2 2011 won’t be all that great either).

    But all this “bellyaching” is for naught, isn’t it.  As I said before, repeatedly, there’s no one at T-Mobile who gives a sheet.  People all the way up to senior management are busy updating resumes, going on employment interviews and checking the listings on Monster.  And AT&T does not care because it does not want most of T-Mobile’s employees nor obligations (e.g., T-Mobile stores and leases). The more T-Mobile employees who leave, the more “cheapskate” customers who switch, before AT&T acquires T-Mobile, the less strip mining AT&T will have to  do.

    Sidenote: Sure, look at the customer as the enemy, stupid or as people calling to con the T-Mobile CSR out of something. That’s T-Mobile’s and its employee’s choice. (There is precedent for that, isn’t there, a Company named Sprint, who lost millions of customers for the attitude displayed by the Company and CSRs. “Oh but it was grand,” Sprint employees recall, “when we sent letters to 4,000 customers canceling their accounts because they were high maintenance.” That got Sprint into the headlines too. Great move.)

    • CharlieSheen

      Wow! As a former top exec of a major telecom comp. I tip my hat to you sir. The first and only poster on this thread that gets it!

      PS. Your phones will be bricks in less than a year. Mark my words. Oh, you will have a chance to trade up for a discount but it will cost ya.

      • Nic

        Well, as for phones being bricks, I get you, but if you remain with a GSM carrier you can at least have your handset unlocked and use – say – an ATT SIM card (contract or prepaid SIM) if you wish to get more use of your ‘old’ TMo handset. 

    • CharlieSheen

      Wow! As a former top exec of a major telecom comp. I tip my hat to you sir. The first and only poster on this thread that gets it!

      PS. Your phones will be bricks in less than a year. Mark my words. Oh, you will have a chance to trade up for a discount but it will cost ya.

    • CharlieSheen

      Wow! As a former top exec of a major telecom comp. I tip my hat to you sir. The first and only poster on this thread that gets it!

      PS. Your phones will be bricks in less than a year. Mark my words. Oh, you will have a chance to trade up for a discount but it will cost ya.

  • Either way, even if the merger isnt approved T-Mobile has placed itself in a very non-competitive position at this point. Not only have they taken away no-contract offers and now require all but prepaid customers into 2 year contracts even if you buy the phone at full price, but they have made no efforts in retaining customers, no efforts in making customer service better for people who may stay ahead of the merger. T-Mobile has placed itself even BELOW MetroPCS at this point.

    • LC

      I’m not exactly sure how you can say that. Yes, the no contract option is no longer offered, but the plans that have replaced it are so much less expensive that there’s really no way any of the other carries could keep up. They’re still offering top notch devices, and they’re still offering devices that fit all different budgets. They make data affordable as well. Not to mention the loyalty offers they’ve been sending out. So tell me, how are the services T-Mobile is offering not competitive?

  • Champster31

    To add to what is going on within Tmobile call centers which has led to poor customer service is  tmobile is cleaning house of tenured representatives and replacing them with new hires.  You ask why, should the merger take place tenured reps. are to be offered a lump sum based on years of service.  These reps. are being dismissed fo will costs r any reason Tmobile can come up with.  No procedure is being followed whe  a longtime employee is left go.  Grat idea for Tmobile it will save them money however in the long run this move will cost the company their loyal customers (and lets not forget their loyal employees- somw which have been with the company 16 years.

  • Champster31

    To add to what is going on within Tmobile call centers which has led to poor customer service is  tmobile is cleaning house of tenured representatives and replacing them with new hires.  You ask why, should the merger take place tenured reps. are to be offered a lump sum based on years of service.  These reps. are being dismissed for any reason Tmobile can come up with.  No procedure is being followed when  a longtime representative is left go.  Great idea for Tmobile, it will save them money however in the long run this move will cost the company their loyal customers (and lets not forget their loyal employees- some which have been with the company 16 y

    Reply

  • Champster31

    To add to what is going on within Tmobile call centers which has led to poor customer service is  tmobile is cleaning house of tenured representatives and replacing them with new hires.  You ask why, should the merger take place tenured reps. are to be offered a lump sum based on years of service.  These reps. are being dismissed for any reason Tmobile can come up with.  No procedure is being followed when  a longtime representative is left go.  Great idea for Tmobile, it will save them money however in the long run this move will cost the company their loyal customers (and lets not forget their loyal employees- some which have been with the company 16 y

    Reply

  • Ralph

    It’s too bad that when push comes to shove, Tmobile is just Wall Street’s bitch like so many other for proft publicly traded companies.

    After years of working in companies which proudly touted their IPO status and watched how good people were thrown out or marginalized to make the next quarter look good at the expense of the long-term future, I left and now work for a non-profit.

    The pace is slower — the technology not as new, but the employees are treated as if they matter and the owners are the people who buy the product.  I know that non-profits and privately held corporations don’t get as much respect in the global marketplace but their focus is on their product and their customers, in my opinion, to a greater degree than publicly traded companies.

    I only wish that there was a privately held or non-profit wireless carrier that I could proudly give my money to.  T-Mobile was the closest to the sweet spot of high quality customer service and value prices.  Unfortunately, ATT is soon to destroy them as they destroy everything they get their hands on.  The best thing that could happen is if Tmobile was sold to a private equity firm so they could focus on their core product without having to kiss shareholder ass.

  • Jeremythaler

    It litterally sucks they sold us faulty phones 2 mt4g and wouldnt take back even during buyers remorse period…. They wont do any thing for us but send used mt4g they are very rude and just keep reading the contract word for word this has to be att I am guessing they farmed it out.

  • Willie

    T-Mobile is just lowering their standard of Customer Service down to the level of AT&T Customer Service so that we’ll get used to having lousy service. AT&T is a bully and if this merger gets approved, it will validate that the FCC really doesn’t care. It’s all about the money. As a ten plus years T-Mobile customer, I get 1,000 minutes with free long distance, unlimited data, and 400 outgoing text messages for $65 a month. No other major company offers that for that price, nor will they It’s pretty obvious that the T-Mobile executives don’t care about their customers. Again, follow the money trail. It’s all about the money. Repeat – it’s all about the money. It’s just like the oil business. Decades ago, Standard Oil was broken up because they were pretty much a monopoly. Prices fell at the marketplace because of increased competition. Now, the no-counts in Washington have let the oil companies merge back together and we have outrageous gasoline prices and little competition. This is what the AT&T merger with T-Mobile will do to the wireless business.

    • The ATL Guy

      LOLOLOLOL! 
      They dont care yet they allow you on a plan that as you put it, “No other major company offers that for that price”. 
      OOOOOH BOO HOO HOO Those mean old execs keeping me on a plan that is lower than all other carriers!!! 
      OH THE HORROR!! 

  • can someone tell me how I can check and find out what  my true unlimited DATA is on my tmobile.com account or on my smartphone? I’d like to know whether mine is 2GB or 5GB. the rep  just says he cant say   anything other than UNLIMITED. Since my plan is the grandfathered plan and if I go over my DATA limit i get charged extra.

    • LC

      You wont be charged extra. If you’re paying $20 it’s the 2gb no overage plan. If it’s $30 it’s the 5gb plan. Some of the old grandfathered plans include texting and web bundled in and those are also unlimited.

      • my plan   has no automatic stop on data so i do get over charges. last time i went over by 200mb on my other line and it warned me of extra charge and i stopped using data on that line

        • CN

          T-mobile doesn’t have data overage charges, they just throttle your connection severly once you get past whatever the “cap” is on your plan (2gb, 5gb, whatever).  The message you got was letting you know that you were getting close to that and to be prepared for your data to slow way down once you pass that point.

        • Haveuseenm

          If your on a grandfathered data plan there is overage of .10 per mega bite. The grandfathered data is 5gb

        • Haveuseenm

          If your on a grandfathered data plan there is overage of .10 per mega bite. The grandfathered data is 5gb

        • Haveuseenm

          If your on a grandfathered data plan there is overage of .10 per mega bite. The grandfathered data is 5gb

    • PriorTmobRep

      If you’re on a grandfathered web plan, it’s 5G regardless of how much you’re paying unless it’s the grandfathered 200MB plan. No, you won’t get charged overages after reaching that 5G, you’ll just get slowed down.

  • Angarma1

    T-Mobile is a sinking ship, they’re abandoning their clients, if the deal does not goes thru, there’s not going to too much left of T-mo beside betrayed customers.

  • Sel

    I hate tmobile!!! They don’t give a flying F about their customers. They deserve whatever bad press they get and I will be discouraging anyone and everyone who considers using their services.

  • Sel

    I hate tmobile!!! They don’t give a flying F about their customers. They deserve whatever bad press they get and I will be discouraging anyone and everyone who considers using their services.

  • madg2xowner

    Tmo sucks. I’ve been a customer for almost 10 years. They sold me this crappy g2x that they wont do anything about but continuously send me more malfunctioning devices. I’m going to sprint soon as I sell this g2x.

  • madg2xowner

    Tmo sucks. I’ve been a customer for almost 10 years. They sold me this crappy g2x that they wont do anything about but continuously send me more malfunctioning devices. I’m going to sprint soon as I sell this g2x.

  • Allie_wright

    Yep – I have been a T-Mobile customer since its inception, and they lost my business! 

  • Tabula2010

    Let me share my recent experience with you and not only question T-Mobile’s “award winning” customer service altogether, but also T-Mobile’s general business practices:

    I own a T-Mobile G2x – as probably everyone knows, this phone is flawed and it has taken both, T-Mobile and LG way too long to deliver a fix. Last week Wednesday I called T-Mobile to inquire about a fix, since I had heard about the software upgrade.

    1. The T-Mobile rep had no idea what I was talking about and seriously wanted to start his usual trouble-shooting routine, even though the G2x random reboots and other issues are widely known. Only after suggesting he should first consult with his supervisor and take a closer look at T-Mobile’s support database, did he get what’s going on.

    2. He pointed me to the LG upgrade page for G2x which explains the upgrade procedure. So I followed the instructions and what do you know, the update fails and breaks my phone.

    3. Calling back T-Mobile, the next rep tries a hard reset but it doesn’t fix it. So now the rep tells me he needs to send me a replacement phone. There’s a processing fee of $20 and if I want the phone faster than the 7 day ground shipping then I have to pay another $19.99 but this still gives me only a 3-day shipping option. I declined the 3-day shipping option and as it turns out, T-Mobile shipped the phone via 3-day select anyhow. Rip-off!

    Call me crazy, but a) for a phone that is still under warranty I seriously doubt that there are any legal grounds to charge a processing fee. And b) to suggest that the phone ships 7-day ground unless I pay another $19.99, even though the phone ships 3-day select anyhow is not just a rip-off but fraudulent business practices.

    And trust me, this is not the first and only negative experience I’ve had with T-Mobile customer service. Same for many of my friends. So to claim that T-Mobile has award winning service is a farce. T-Mobile, at best, may just be the lesser of all evils.

    • The ATL Guy

      No they arent trying to rip you off with the shipping you just happen to live within a quick delivery radius. 
      Why should companies suck up every single fee?
      That is a company that will go out of business real quick. 

  • ItsMichaelNotMike

    Oh, I don’t think JD Power awards matter any longer.  What matters is how one looks on the Net.

    http://tinyurl.com/TMobileNightmare

    • The ATL Guy

      I thought you were leaving?
      Can I buy some of your cool prepaid legal service?

  • Champster31

    It is so sad to see a geat company go down the drain.  Over the years T-Mobile has worked so hard to gain the reputation as caring company.  However, within the last year and half the tables turned.  Somewhere along the line T-Mobile started to care more about the bottom line rather than its customers.  It is true the bottom line is important however the bottom line takes care of itself when a company displays genuine concern for its employees and customers.  Tmobile front line employees set the pace for the company, when the moral is down and the employees’ hands are tied on what can be done for the customer the outcome is traumatic.  The poor customer is impacted all the way around by not having their issue resolved, the customer service rep is frustrated and the bottom line is affected. 
    Whatever happened to Tmobile having genuine concern for the customer, the employee was valued thus Tmobile was able to achieve to #1 earning JD Powers.  Ahhh, those were the days!!!!  Sue Nokes where are you, Tmobile needed you more than they ever knew!!

    • MainlandKing

      Champster31, not entirely true, respectfully.  I will agree that the bottom line is important.  I can honestly say however that many issues that customers have pertain to a feeling of “I deserve this, I am a loyal customer” type of mentality. Ex: Customer called in saying I have been with you for 12 years. I need to cancel only one line, I deserve to have my etf fee waived.  Now what is wrong with this picture?  So what, you have been with me for 12 years.  That does not negate the fact that I have 1, given you service for 12 years. 2. does not negate that you just received a phone 2 months ago free of charge (a super phone), and 3. Bc I am saying I will not waive the etf fee, does not mean I am giving you bad customer service.  Tmobile unfortunately has trained its customers in a certain way. This is not profitable and we are not able to give away the farm because you believe you are worth it.  Now without the customer, there is no business.  But I know for a fact that I have had my same electric company for the last 23 years, and not one time, have I been able to get a reduced bill or a month of free service because I am a loyal company.  As a customer myself as well, I simply say, resolve my issue, I don’t want anything more or anything less.  If you choose to to give me something to say thanks for my tenure, EXCELLENT.  Again, There is a distinct difference between bad customer service, and a customer being outrageous. and fyi, the customer is NOT always right

      • nic

        Your reply does not seem in line to Champster31’s comment.  It does sound, however, as if you are speaking of one customer (possibly one you recently dealt with).

      • nic

        Additionally, if you represent TMobile, then why do you get on here talking like you do where you describe customers as having a feeling of “I deserve this”, blah, blah, blah?  I see nothing professional about that.  As for your electric company, there is no competetive business there. You either take your city service, or you don’t have electricity. There are no choices. YOU are at THEIR mercy!  With cellular carriers we have choices, and things are very competetive. We don’t need cell phones to survive, not literally, but they are highly convenient and besides that, fun to use if one has the bells and whistles.  Just imagine if we evolve to not using cell phones…if they, too, become obsolete. Then you’ll be missing the days of customers calling in.  I think people who work in the industry and must take phone calls should stop trying to pick and chose who should call in and how they should speak and feel. If your job is to answer phones and help people, then you don’t get to complain that people call in and complain. You need to learn how to deal with it differently and more effeciently and not put-off people. When people call a business and you represent that business, you don’t get to tell us about your problems. You are there to take care of the business you work for. Think about it.

        • FormerTMobRep

          You obviously don’t understand working for T-Mobile. To sit there and just do our jobs was exactly what we were doing when we started getting yelled at for “running the business” the way we were taught to when first getting hired. To say that the morale is low is a GROSS UNDERSTATEMENT. Thank goodness I got out when I did a few months back. People were having anxiety attacks on the phone with customers because supervisors were “barking” orders at them to sell to the person on the phone when the person was handicapped and simply trying to find a store to go to for help operating their phone. YES IT HAPPENED TO ME PERSONALLY, that is what my supervisor was doing. I also got yelled at for not adding anything to a lady’s phone line who was calling to tell me that she couldnt afford to pay her rent as she was on a fixed income and the rent had gone up. I GOT YELLED AT BY A SUPERVISOR. NO FRICKIN’ JOKE. So when you say it’s just our job you’re right. But no one, NO ONE deserves what T-Mobile is doing to their employees.

        • Nic

          I don’t know what you’re rambling on about. Nor did I ever discuss low moral.  But, as a customer, and if you tried to sell me something that I didn’t want, I’d just reply, no thanks. If you’re having panic attacks over that then it’s a good thing you got out. And I never heard any rep getting spoken to or having anything yelled or barked out to them while we were talking.  Again, your response is extremey immature. You are not professional.

        • Nic

          I don’t know what you’re rambling on about (and I never discussed low morale). But as a customer, when a rep tries to sell me anything that I don’t want, I just reply, no thank you.  It’s as simple as that. So, that customer who told you of her hardship, she certainly knows what she cannot afford and that she is under no obligation to purchase anything additional from you (TMobile). If your job is to pitch something additional – then just do it. So what? You cannot babysit the world. It was your job – your livelihood on the line. When you’re out a job, is that disadvantaged customer going to financially assist you – no!  So she only has to turn down any offers you make to her. Where is your lost sleep over that? What, are we all babies now who must walk on egg shells in fear of doing our jobs as they are supposed to be done? You aren’t screwing anyone by trying to sell them something. You do your job and the customers can deal with their own lives. Don’t give me that bull that you care about people so much that you don’t want to do your job, which, in your case, you claim was to pitch more services. You don’t get to decide what someone can or cannot afford. We’re all adults here, and you, nor any other rep (T-Mobile or otherwise) intimidates me.  If I don’t want the product then I am smart enough to say no thank you and have it reflect that in my voice.  Period.  If you are that immature to know what to do then it’s a good thing you got out. 

        • Nic

          PS – my reply was to ‘formerTmoRep’ who just replied to a comment I’d made to her nearly a month ago. 

        • Nic

          PS – my reply was to ‘formerTmoRep’ who just replied to a comment I’d made to her nearly a month ago. 

        • Nic

          I don’t know what you’re rambling on about (and I never discussed low morale). But as a customer, when a rep tries to sell me anything that I don’t want, I just reply, no thank you.  It’s as simple as that. So, that customer who told you of her hardship, she certainly knows what she cannot afford and that she is under no obligation to purchase anything additional from you (TMobile). If your job is to pitch something additional – then just do it. So what? You cannot babysit the world. It was your job – your livelihood on the line. When you’re out a job, is that disadvantaged customer going to financially assist you – no!  So she only has to turn down any offers you make to her. Where is your lost sleep over that? What, are we all babies now who must walk on egg shells in fear of doing our jobs as they are supposed to be done? You aren’t screwing anyone by trying to sell them something. You do your job and the customers can deal with their own lives. Don’t give me that bull that you care about people so much that you don’t want to do your job, which, in your case, you claim was to pitch more services. You don’t get to decide what someone can or cannot afford. We’re all adults here, and you, nor any other rep (T-Mobile or otherwise) intimidates me.  If I don’t want the product then I am smart enough to say no thank you and have it reflect that in my voice.  Period.  If you are that immature to know what to do then it’s a good thing you got out. 

        • Dcmnservices

          I am touched by your comment and sorry that anyone have to go thru that sort of treatment. I’m glad you found a way out. Take care.

        • Dcmnservices

          I am touched by your comment and sorry that anyone have to go thru that sort of treatment. I’m glad you found a way out. Take care.

        • FormerTMobRep

          You obviously don’t understand working for T-Mobile. To sit there and just do our jobs was exactly what we were doing when we started getting yelled at for “running the business” the way we were taught to when first getting hired. To say that the morale is low is a GROSS UNDERSTATEMENT. Thank goodness I got out when I did a few months back. People were having anxiety attacks on the phone with customers because supervisors were “barking” orders at them to sell to the person on the phone when the person was handicapped and simply trying to find a store to go to for help operating their phone. YES IT HAPPENED TO ME PERSONALLY, that is what my supervisor was doing. I also got yelled at for not adding anything to a lady’s phone line who was calling to tell me that she couldnt afford to pay her rent as she was on a fixed income and the rent had gone up. I GOT YELLED AT BY A SUPERVISOR. NO FRICKIN’ JOKE. So when you say it’s just our job you’re right. But no one, NO ONE deserves what T-Mobile is doing to their employees.

        • FormerTMobRep

          You obviously don’t understand working for T-Mobile. To sit there and just do our jobs was exactly what we were doing when we started getting yelled at for “running the business” the way we were taught to when first getting hired. To say that the morale is low is a GROSS UNDERSTATEMENT. Thank goodness I got out when I did a few months back. People were having anxiety attacks on the phone with customers because supervisors were “barking” orders at them to sell to the person on the phone when the person was handicapped and simply trying to find a store to go to for help operating their phone. YES IT HAPPENED TO ME PERSONALLY, that is what my supervisor was doing. I also got yelled at for not adding anything to a lady’s phone line who was calling to tell me that she couldnt afford to pay her rent as she was on a fixed income and the rent had gone up. I GOT YELLED AT BY A SUPERVISOR. NO FRICKIN’ JOKE. So when you say it’s just our job you’re right. But no one, NO ONE deserves what T-Mobile is doing to their employees.

        • FormerTMobRep

          You obviously don’t understand working for T-Mobile. To sit there and just do our jobs was exactly what we were doing when we started getting yelled at for “running the business” the way we were taught to when first getting hired. To say that the morale is low is a GROSS UNDERSTATEMENT. Thank goodness I got out when I did a few months back. People were having anxiety attacks on the phone with customers because supervisors were “barking” orders at them to sell to the person on the phone when the person was handicapped and simply trying to find a store to go to for help operating their phone. YES IT HAPPENED TO ME PERSONALLY, that is what my supervisor was doing. I also got yelled at for not adding anything to a lady’s phone line who was calling to tell me that she couldnt afford to pay her rent as she was on a fixed income and the rent had gone up. I GOT YELLED AT BY A SUPERVISOR. NO FRICKIN’ JOKE. So when you say it’s just our job you’re right. But no one, NO ONE deserves what T-Mobile is doing to their employees.

  • Yea T-Mo customer service does suck now. Every time call now I get someone who doesn’t speak English very well which is very frustrating.

  • Efnewfnio

    Dont call every day and get in the bronze que

    • The ATL Guy

      Listen douche a lot of us dont call everyday yet when we do we are on hold for a lengthy time. 
      No I am not prepaid, no I dont have bad credit, no I dont call everyday, no I have never used vulgar languange, etc. 
      So stop with your bronze nonsense. 

      • Really?

        You do sound like a Bronze member.

    • The ATL Guy

      Listen douche a lot of us dont call everyday yet when we do we are on hold for a lengthy time. 
      No I am not prepaid, no I dont have bad credit, no I dont call everyday, no I have never used vulgar languange, etc. 
      So stop with your bronze nonsense. 

  • rm

    Dammit. I got rid of flexpay so I would wouldn’t have to talk to people in India anymore >=|

  • rm

    Dammit. I got rid of flexpay so I would wouldn’t have to talk to people in India anymore >=|

    • Rinklighter

      The main reason I got rid of it, too! The last time I called, the rep chewed gum or ate and hummed the whole time I was on the line!

  • rm

    Dammit. I got rid of flexpay so I would wouldn’t have to talk to people in India anymore >=|

  • Jimrose

    My brother is a T-mobile CSR as the above article says the employees morale is low and the employees truly do not care about t-mobile as t-mobile doesn’t care about the employees, and you are now seeing the outcome. I for one hope this merger doesn’t go through so that tmo is sitting there holding the empty bag, it is terrible what the people that work for t-mobile are going through. T-mobile is about the bottom line they never used to be like that. But now it is about making the company as profitable as possible for at&t. So bye bye good customer care. Which in turn causes people to call in bitching all the time, and i mean ALL THE TIME, How would your morale be if every10 mins you had a person on the line bitching at you , on top of the regular pains in the ass that call in just make noise. In two years weather there is a merger or not t-mobile will cease to exsist, or so I hope.

  • Anonymous

    TMobile’s customer service has gone from the best to at least tied for the worst.  Outsourced again, the overseas” phone answerers” (they are not qualified technicians or support personnel) have no familiarity with phones, contracts, or services.  I used to get excellent support for my Blackberry (back when they were the top-of-the-line smart phone).  Now, no one knows anything about Android or Blackberry phones.  Once TMoblile ceases to be cheaper than the so-called competition, there will be no reason to remain a customer.  Of course, by then it will have been swallowed up by AT&T, which is currently bribing our elected officials to ignore anti-trust regulations.

    • Anonymous

      Update — spent 25 minutes on hold today because I got “Invalid SIM Card” message on my phone and it stopped working.  No one ever picked up.  Finally called a local TMobile store and was told I need a new SIM card.  Let’s face it.  There is no longer any customer service at TMobile.

    • Anonymous

      Update — spent 25 minutes on hold today because I got “Invalid SIM Card” message on my phone and it stopped working.  No one ever picked up.  Finally called a local TMobile store and was told I need a new SIM card.  Let’s face it.  There is no longer any customer service at TMobile.

      • Anonymous

        FYI In case you haven’t gotten that fixed yet, in some cases that error is due to the phone so might be a good idea to test it in another phone just in case.  Either way, with the IVR going insane, it’s probably best to just go to the store because they can replace the SIM or file an order for a replacement phone if necessary.  :-)

      • Anonymous

        FYI In case you haven’t gotten that fixed yet, in some cases that error is due to the phone so might be a good idea to test it in another phone just in case.  Either way, with the IVR going insane, it’s probably best to just go to the store because they can replace the SIM or file an order for a replacement phone if necessary.  :-)

    • Anonymous

      Update — spent 25 minutes on hold today because I got “Invalid SIM Card” message on my phone and it stopped working.  No one ever picked up.  Finally called a local TMobile store and was told I need a new SIM card.  Let’s face it.  There is no longer any customer service at TMobile.

  • The last time I called in before today it was awful. However, the person this time was great. Had a bit of a british accent but I could understand her. But there was an issue with the communication equipment and this may be an issue because they are overseas. However, hold times were none. She did help me with a T-Mobile billing problem because my bill has not shown up when it should have on the 27th and I was frustrated because there were extra charges because the bill was larger and I could not find out what it was. Now an issue is the automated system I was not able to get to a rep unless I said phone troubleshooting. I shouldn’t have to say that unless it wasn’t understanding me and hanging up on me. SHE CONFIRMED THAT E.I.P. IS NO LONGER AVAILABLE TO CLASSIC PLANS (EM). ONLY VALUE PLANS.

  • yes its shocking,  called tmobile agent, she   had heavy hispanic accent. spoke with rention, same thing , i could barely understand here,  asked to speak with supervisor, same thing, heavy hispanic accent.

    what happened to  AMERICAN SOUNDING agents? all fired now? it wasn’t like this a month ago and before that. its really sad day ! they were nicer! i have been with tmobile for 9 yrs and its not easy these days!

    • the_truth

      No tmob call centers in Mexico. There are,however employees US based with Hispanic accents. I may have even heard french and middle eastern accents. Your results may vary.

      • Nightnighttmobs

        You sir are an idiot….. I am a t-mobile rep first of all…. Second…. Karma say anything about mexico? NO “Had heavy hispanic accent.”  there’s than 1 spanish country you idiot, just because someone speaks spanish it doesnt mean they are Mexican you moron. T-Mobile outsources there customer service like most companys to save MONEY. Thats why we are having so many people complain about customer service lately….. because T-Mobile knows its company is sold so its trying to save money in every way possible…. hence these new policys. Soooooo they are just hiring more outsourced idiots because they can really care less about the customer now that the company is sold. They will just let there sales reps deal with people being upset because they cant get through to customer service when we cant do much for them ourselves depending on the situation (reception issues, receiving phones that dont work, changes of responsibility, billing issues, complaining about t-mobile imposed fee’s, credits…. etc.) we can do nothing to help you with that in the store so please if your reading this don’t waste your time and im sorry for t-mobile doing the typical thing a company does to its clients when it goes under…… SCREWING YOU!

      • Nightnighttmobs

        You sir are an idiot….. I am a t-mobile rep first of all…. Second…. Karma say anything about mexico? NO “Had heavy hispanic accent.”  there’s than 1 spanish country you idiot, just because someone speaks spanish it doesnt mean they are Mexican you moron. T-Mobile outsources there customer service like most companys to save MONEY. Thats why we are having so many people complain about customer service lately….. because T-Mobile knows its company is sold so its trying to save money in every way possible…. hence these new policys. Soooooo they are just hiring more outsourced idiots because they can really care less about the customer now that the company is sold. They will just let there sales reps deal with people being upset because they cant get through to customer service when we cant do much for them ourselves depending on the situation (reception issues, receiving phones that dont work, changes of responsibility, billing issues, complaining about t-mobile imposed fee’s, credits…. etc.) we can do nothing to help you with that in the store so please if your reading this don’t waste your time and im sorry for t-mobile doing the typical thing a company does to its clients when it goes under…… SCREWING YOU!

        • nic

          The facts of the matter about calling anywhere with regards to an American company and one’s call is met by anyone with a thick dialect that is not easy to understand, it is very difficult to come to a resolution.  Personally, I’d rather not ever speak to anyone in another country, and that’s is simply because I don’t like to be placed in a situation from my own home when calling in for help where I am tossed into the salad of now trying to understand what someone is saying whilst I’m trying to figure out a problem. That has such a potential to exacerbate whatever reason one is calling in about, not to mention that when we are forced to speak with anyone in a foreign country, especially when it is common knowledge foreigners lean toward being less tolerant of the American people, it’s no huge surprise anyone would become upset when they’re already calling because of some discrepancy.  On a side note, nightnightmobs, I hardly think calling anyone an idiot is in order anywhere. 

        • nic

          And when I said American comany, yes, I realize TMobile is a German business. But our phones and services are with the American version, in case you decide to come back and capitalize on that little part.

        • nic

          And when I said American comany, yes, I realize TMobile is a German business. But our phones and services are with the American version, in case you decide to come back and capitalize on that little part.

        • nic

          And when I said American comany, yes, I realize TMobile is a German business. But our phones and services are with the American version, in case you decide to come back and capitalize on that little part.

        • the_truth

          w0w–you need a vacation. I wish I were your TM.

        • the_truth

          And to clarify—my post was in jest(tongue-in-cheek) if only to say were are a multi-cultural company in the US. Yes there is a Spanish Que and yes there are other Spanish speaking countries. Your reply was a bit high strung—don’t you think? After reading it again I still cannot see the reason for your name calling tirade. You may want to look at that—-and other employment before you implode.

        • MainlandKing

          Nightnighttmobs, sounds like you are pretty upset just looking at your post.  I would say you have right to be, considering that there are no guarantees to the status of the employees at T-Mobile.  One thing you must know however, is that T-Mobile is not doing this to screw the customer.  WE have to look at the facts as they are, and take our feelings out of it.  So point 1. if your frustration is the result of no job security, I encourage you to keep doing the great job that you do, but begin your search for new employment now.  No reason to wait unless you are a procrastinator.  Point 2. Since you self identified yourself as a T-Mobile rep, I am a T-Mobile Loyalty specialist, and I can tell you that where everyone else fails, I do my best to take it upon myself to give the best service possible that customers have come to expect.  I have tried looking going through the automated system myself, and I understand that people want to talk with an actual person.  However, if you look at the numbers (your supervisor can pull them) and also to customers, 85% of the things you are wanting to speak with a rep about, can be handled in the automated system.  If you notice, it is actually faster, and more up to date.  If you stop fighting the system. 3. Acquisition or no acquisition, you should know that outsourcers only come in to play when call times hit certain numbers. ( ask your rp buddy in your center).  Staffing has reduced heavily simply due to lack of information and job security. So to all customers, continue to be courteous, explain (do NOT yell at the rep) and you will continue to get exceptional customer service.  Don’t ever act like you are OWED something, bc honestly, you are not.  You agreed to pay for service, that T-Mobile agreed to give you. We call this an even exchange.  Instead, be direct and let the rep know what you need.  You may jsut get surprised at what all can be done for you in Customer Care….

      • kevin98

        there is a t-mobile call center in Guadalajara and there is one starting up in Panama

    • Vinod Kalathil

      American sounding? What exactly does that mean? Are you saying that just because someone has a heavy hispanic accent, they cannot be american? What if that person had a heavy southern drawl? Would that be ok?

      • the_truth

        You stated it better than I did. Thank you.

      • nic

        I’m not speaking for Karma but I do think that Karma’s post is being misconstrued. Karma’s post wasn’t worded ‘politically correct’, I guess, but I get the point. Nonetheless, why should anyone living in America have to be routed to any foreign country for any of our personal business? It sure would seem these jobs should be kept in America with America’s job crisis, yet many of them are not and it doesn’t seem right! Also, it is very hard when speaking with a person with a thick dialect to understand just what is being said. The person’s nationality isn’t what bothers me: it is a fact that my reason for calling is now exacerbated by trying to understand the person I am speaking with and having to continuously ask them to repeat themself. I don’t like to be rude to people, but just asking them to repeat so many times is rude.  Also, I feel just palin put-off and it is awkward being routed out of my country for personal business issues that never used to be taken care of by any other country.

        • nic

          Oops, I feel plain put-off, not ‘palin’.

    • Vinod Kalathil

      American sounding? What exactly does that mean? Are you saying that just because someone has a heavy hispanic accent, they cannot be american? What if that person had a heavy southern drawl? Would that be ok?

    • Anonymous

      What is “rention”??  If you’re going to criticize someone for not being understandable, you should endeavor to set a better example.

    • Anonymous

      What is “rention”??  If you’re going to criticize someone for not being understandable, you should endeavor to set a better example.

    • Anonymous

      What is “rention”??  If you’re going to criticize someone for not being understandable, you should endeavor to set a better example.

  • Kyle Phillips

    Asian?

  • blkjdm

    A lot of what your seeing is due to both customers and even this site i use to actually like reading up here and now I despise it I only got brought here due to a facebook link I didnt see tmonews as the source but out sourcing is done because too many people call about idiotic things that don’t need a call, as well as people that call in to take advantage of the system and feel entitled to things because of this site, there is a difference between a retention offer and a sales offer and this site likes to exploit the retention offers well congrats you have yourself outsourcing as well as people using retention to get what they want because they are irresponsible and go over there minutes or feel they are entitled to get things waived or at better prices and so policies get more strict and you get more focus on the bottomline because too much is being handed away I speak from experiences as a rep one good thing that will come of the merger for sure is the end of this site,

  • blkjdm

    A lot of what your seeing is due to both customers and even this site i use to actually like reading up here and now I despise it I only got brought here due to a facebook link I didnt see tmonews as the source but out sourcing is done because too many people call about idiotic things that don’t need a call, as well as people that call in to take advantage of the system and feel entitled to things because of this site, there is a difference between a retention offer and a sales offer and this site likes to exploit the retention offers well congrats you have yourself outsourcing as well as people using retention to get what they want because they are irresponsible and go over there minutes or feel they are entitled to get things waived or at better prices and so policies get more strict and you get more focus on the bottomline because too much is being handed away I speak from experiences as a rep one good thing that will come of the merger for sure is the end of this site,

    • blackberry

      soooo true!! People just dont like to be accountable for their actions, they want what they want and think they are entitled to evertyhing under the sun! Our society is lazy & doesnt like to work for anything anymore. Gone are the days of people working hard to provide & enjoy their families &being proud of what you have earned by working for it, Here are the times of seeing what we can get for nothing or scam out of a situation. Its sad.

      • Dcmnservices

        Have you actually read the complaints. They are bona fide issues.
        Customers who have been with T-Mobile for years are not trying to scam
        them. I am a well known paralegal in Houston, good credit I not hard up
        to try to scam T-Mobile. I do however want decent service. Most people
        complaints has to do with issues such as debiting their account in error
        (check happen to me) can communicate with the entity in which they are
        paying their hard earn money. I work in the legal system EVERYDAY. And
        what is sad is that gone is the day where people actually  READ, TAKE
        NOTICE BEFORE making mindless comments.The days where individuals work
        hard to take care of their families are not gone. What NONSENSE! What
        planet you live on. What’s gone are the days where people don’t pay
        attention to how their money is being spent. Because the dollar don’t go
        as far individuals take note of wasting their money and not getting
        what they pay for!

    • blackberry

      soooo true!! People just dont like to be accountable for their actions, they want what they want and think they are entitled to evertyhing under the sun! Our society is lazy & doesnt like to work for anything anymore. Gone are the days of people working hard to provide & enjoy their families &being proud of what you have earned by working for it, Here are the times of seeing what we can get for nothing or scam out of a situation. Its sad.

    • Dcmnservices

      Have you actually read the complaints. They are bona fide issues. Customers who have been with T-Mobile for years are not trying to scam them. I am a well known paralegal in Houston, good credit I not hard up to try to scam T-Mobile. I do however want decent service. Most people complaints has to do with issues such as debiting their account in error (check happen to me) can communicate with the entity in which they are paying their hard earn money. I work in the legal system EVERYDAY. And what is sad is that gone is the day where people actually  READ, TAKE NOTICE BEFORE making mindless comments.The days where individuals work hard to take care of their families are not gone. What NONSENSE! What planet you live on. What’s gone are the days where people don’t pay attention to how their money is being spent. Because the dollar don’t go as far individuals take note of wasting their money and not getting what they pay for!

  • blkjdm

    A lot of what your seeing is due to both customers and even this site i use to actually like reading up here and now I despise it I only got brought here due to a facebook link I didnt see tmonews as the source but out sourcing is done because too many people call about idiotic things that don’t need a call, as well as people that call in to take advantage of the system and feel entitled to things because of this site, there is a difference between a retention offer and a sales offer and this site likes to exploit the retention offers well congrats you have yourself outsourcing as well as people using retention to get what they want because they are irresponsible and go over there minutes or feel they are entitled to get things waived or at better prices and so policies get more strict and you get more focus on the bottomline because too much is being handed away I speak from experiences as a rep one good thing that will come of the merger for sure is the end of this site,

  • Tristan

    It’s certainly gone down hill. Called for a question today that didn’t fit inside anything the computer response. After having to listen to all my account balance and usage information, which I didn’t request or need to hear, I posed my question to the computer, who kept trying to send me to “call records”. After a few minutes of trying different ways to pose my question, the automated response told me that “since I can’t understand what you’re calling about, I’m disconnecting this call” and hung up.  As far as I can see at the moment, T-Mobile has no customer support.

  • Tristan

    It’s certainly gone down hill. Called for a question today that didn’t fit inside anything the computer response. After having to listen to all my account balance and usage information, which I didn’t request or need to hear, I posed my question to the computer, who kept trying to send me to “call records”. After a few minutes of trying different ways to pose my question, the automated response told me that “since I can’t understand what you’re calling about, I’m disconnecting this call” and hung up.  As far as I can see at the moment, T-Mobile has no customer support.

  • Tristan

    It’s certainly gone down hill. Called for a question today that didn’t fit inside anything the computer response. After having to listen to all my account balance and usage information, which I didn’t request or need to hear, I posed my question to the computer, who kept trying to send me to “call records”. After a few minutes of trying different ways to pose my question, the automated response told me that “since I can’t understand what you’re calling about, I’m disconnecting this call” and hung up.  As far as I can see at the moment, T-Mobile has no customer support.

  • Kissalvoe

    As a former T-Mobile rep, I’m beyond frustrated with the company already. I quit in December because their stated values were no longer the values they actually practiced. I’m still very defensive about the company, and I was loyal.. until this morning. I called in and had to listen to 5 minutes of my plan/usage/payment information. Then the computer couldn’t understand what I was saying, so after 5 minutes of that, it disconnected my call. I went through the entire process again, and when it said it was connecting me, it actually hung up on me again. I called a third time, and the representative I got gave out incorrect information, was rude, and just frustrated me beyond belief even more. T-Mobile, you were the best in my eyes. Now I’m looking at paying ETFs on 4 lines at the end of the month and trying elsewhere… god only knows where though.

    • Dave

      I had the same disconnect experience today. Very frustrating. I’ve seen a definite drop on the quality of customer service with Tmo over the past several months. Can only assume that the pending AT&T deal is behind it.

    • Chris

      I agree with you.  I have had T-Mobile, since Voicestream and I have to say I have never seen so much time wasted when calling in.  I had the worst customer experience of late.  I called in and was on the phone with them for at least half an hour, and the result was……NOTHING!!  My phone got stolen and they couldn’t even do me a solid and get my a phone at discount.  I remember a few years back, when customer loyalty was rewarded.  What happened to the great company I chose over others and have backed up for over a decade?

  • Kissalvoe

    As a former T-Mobile rep, I’m beyond frustrated with the company already. I quit in December because their stated values were no longer the values they actually practiced. I’m still very defensive about the company, and I was loyal.. until this morning. I called in and had to listen to 5 minutes of my plan/usage/payment information. Then the computer couldn’t understand what I was saying, so after 5 minutes of that, it disconnected my call. I went through the entire process again, and when it said it was connecting me, it actually hung up on me again. I called a third time, and the representative I got gave out incorrect information, was rude, and just frustrated me beyond belief even more. T-Mobile, you were the best in my eyes. Now I’m looking at paying ETFs on 4 lines at the end of the month and trying elsewhere… god only knows where though.

  • Anonymous

    I have spent the last hour and a half or so reading through the comments on this post. First off I will say that I am a current employee. That being said I see the arguments being made from both sides. I would like to say that it’s easy for customers that have never done this job to write in and complain about certain aspects of their customer service. Without ever walking in our shoes it’s unfair to berate and belittle customer service as a whole based on a few interactions that have been had. 

    The call center environment is a very stressful setting. At least twice a week there is an ambulance at our center taking out employees. I have witnessed an employee that had a heart attack while on the phone and know 2 others that have had strokes. I am not putting on my victim glasses here, just trying to explain how difficult it has become to be an employee. I respect wholeheartedly the customers’ comments that can empathize with the employees all while making valid points. The truth is I have been working for here for 4 years. I was hired to do customer service and was good at that aspect of the job. Now I come into work prepared to get fired every single day because of unrealistic expectations that are being set for us, and the fact that I’m now doing a job that I wasn’t hired to do (sales). At one point in time our job was to save the customer money and make sure they had the best fitting plan. Now if we have to lower a customer’s rate plan this is negatively impacting to us and potentially fireable. To those employees excelling in all metrics set for us, kudos, but I do believe that percentage of reps is extremely low…at least compared to what it used to be. It’s very difficult to have supervisors on you every second of every day about our stats and then throw in back to back calls from upset customers…there’s just no time to breath.

    The unfortunate thing is that (in my opinion) T-Mobile made some very bad business decisions over the years that put them in the positions they are in now. I feel for customers that I speak to that tell me they have called in 5 times and I look at the account and the solution to their problem is very easy,this should never happen. I believe “a few bad apples have spoiled the bunch” so to speak, and this is the reason for some of the negative comments from employees towards customers. We’ve all had our share of unreasonable customers and that sometimes blinds us to the respectable customers we deal with every day.

     For those that say “if you can’t handle it work elsewhere,” the point has already been made that the economy is bad for most right now, and unfortunately to support my family I can’t afford to take a 5 or 6 dollar per hour pay cut for the few jobs that are available.

     As far as the IVR, I don’t call too many places in this day and age that don’t use some form of an IVR. The truth is that it is slightly worse than it used to be, but it’s not going to change, at least overnight. And the employees are not the ones that can change it, so calling in and cursing out the rep you are speaking to (yes this has happened to me) does nothing more than waste time that could be spent resolving the issue.

    It’s your choice as a customer to look elsewhere and do what’s best for you, but in the mean time we will have to interact with each other, so we just have to make the best of it. I can’t speak for all the reps clearly, but I will continue to provide the best customer service that I can until whatever is going to happen with AT&T happens. I am in no way saying that some of the events I have read about on here were good business practice, because I have read some truly upsetting things. I just think there has to be a little bit of understanding from both sides. I’m prepared for any negative comments that will be made towards my post, but again I’m just trying to help shed some light on what we as employees are going through. 

    • Kim Jong-il

      As was said below, T mobile USA no longer practices the the values that it preached, this is what (IMHO) put the customer service of T mobile ahead of ALL comers. I agree, that it was once OUR job (I was a CSR at T mobile) to help the customer and to SAVE him/her/it/whatever money. This is just one of the things that made the customer know that the company was looking out FOR them, not looking out for JUST it’s profit. Somewhere along the way, those values where lost, and because of that, it’s the customers that have to decide what to do with their future. To stay with T mobile, or go somewhere else, these choices may or may NOT show T mobile where it has gone wrong.

      When I was “let go” (Nee your Fired) the ONE thing that they told me:

      “You are losing the company MONEY!”

      Oh really? well if the customer does NOT need or want “caller tunes” and TELLS me to remove it, *I* remove it. YES, I do look into WHY, and IF it’s something that the customer uses but does NOT REALIZE that feature is vital in using the device for their daily lives. I explain what consequences of removing that feature. There was a time when we where NOT “Customer service AND sales” but just Customer service, WE where the customers voice the customers advocate and we had to balance C.E.O (Customer / employee / Owner). That balance no longer exists, do to who knows what? The merger? The loss of faith from DT, the change in focus to “sales” or who knows what. The end fact, is that this change may mean not just a loss in “ranking” for CS, it might have far reaching effects on churn.

      I myself, just went to Sprint, having ported out my line as well as my wife’s, my friends line (the sole remaining TMO line), is converting to pre paid. In that instance, TMO “helped” me decide that it was time to change.

      While at TMO I enjoyed my time, I enjoyed my co workers, they really ARE a good bunch, they are just trying to deal with a fast changing environment. I have no regrets, I did what was right for the customer. I made the company “lose” money, however, I also KEPT the customer from going to sprint, or Vzw, in this sense, it looks like TMO is looking at the “SHORT term” NOT the “LONG term”. Which makes sense, when you factor in the merger. Just my opinion…

      Your BFF,

      Kim Jong-il :)

    • Anonymous

      @that_girl1970,  Thank you for being able to say what needs to be said without being offensive to either side.  I’ve been part of the T-Mobile team for 4 years now too and I have never hated my job as much as I do right now.  
      Customers are on edge and are calling wanting answers we don’t have which makes us and them all the more frustrated.  Every day for the past few months I’ve had vivid mental images of throwing my headset in some manager’s face and shooting them the finger as I walk out.  And aside from the obvious financial constraints that would put on my family, a big part of why I don’t do that is because I know they’re going through the same thing I am.  Their reps are asking for answers they don’t have.In defense of our customers, I know when someone’s paying for a service, they expect it to work.  That’s the point of paying for it, and I’ve been on that side too.  However, I think what a lot of people aren’t fully grasping is that we’re just as frustrated as they are because while customers are wondering what’s going to happen with their cell phone plan, we’re wondering what’s going to happen with our livelihood.  My husband and I both work for T-Mobile in the same building, doing the same job.  We and many other T-Mobile employees have lived the values at work for so long that our everyday lives are constantly affected by them.  Through T-Mobile, we’ve become the kind of people we would want to spend time around.  Customers and employees alike are seeing those values slip away quickly and the thought of losing that foundation makes me nearly as sick as the thought of not being able to support my family.  Empathy is such a huge part of our jobs, but for many of us it’s becoming harder and harder to empathize with people about cell phones not working when our entire lives are likely about to change for the worse.  I honestly haven’t spoken to a single one of the 500+ reps in my center who has any amount of confidence that their job will still be here by the end of the year, but the frustration doesn’t come from that.  It comes from honestly having no idea what’s going to happen.  Although we’re all guessing it, this whole situation would be much less stressful if they would just tell us to start looking for other jobs so that we would at least know what to do.In the end, I think T-Mobile’s biggest strength prior to all this is one thing customers and employees can agree on:  T-Mobile could be depended on to do the right thing.  Having been able to honestly say “I am T-Mobile.  You can count on me.” has been the highlight of my job.  Knowing that someone I didn’t even know could count on me to help them when they needed it was more rewarding than any incentive T-Mobile could offer.   Losing that one value has made my job miserable.  Every day I’m becoming more of a voice on the phone than a member of the T-Mobile team.

      Whatever happens with Ma Bell, the T-Mobile Values are a loss worth mourning.

      • tmoloyalcustomer..sigh

        More and more customers are frustrated, because they pay for a service that is failing…fast and hard. You guys are frustrated yes, but you get paid, you don’t have to pay for it. If I’m forking over almost 500 bucks a month (multiple lines) then I shouldn’t have to deal with 45 minutes wait times and having reps bounce me over to department I don’t need.  I’ve been on hold now for 42 minutes and 38 seconds, this is terrible. 6 months ago, I wouldn’t be on hold for more than 2 mins if that! And not only is the wait time terrible, the reps are getting more and more rude everytime I call. It’s sad. I used to brag to my at&t and verizon friends that would complain about the customer service. I’ve been a customer for nearly 10 years and I’ve never been so fed up, so over, so pissed off at a company before. It’s very, very sad. 

      • tmoloyalcustomer..sigh

        More and more customers are frustrated, because they pay for a service that is failing…fast and hard. You guys are frustrated yes, but you get paid, you don’t have to pay for it. If I’m forking over almost 500 bucks a month (multiple lines) then I shouldn’t have to deal with 45 minutes wait times and having reps bounce me over to department I don’t need.  I’ve been on hold now for 42 minutes and 38 seconds, this is terrible. 6 months ago, I wouldn’t be on hold for more than 2 mins if that! And not only is the wait time terrible, the reps are getting more and more rude everytime I call. It’s sad. I used to brag to my at&t and verizon friends that would complain about the customer service. I’ve been a customer for nearly 10 years and I’ve never been so fed up, so over, so pissed off at a company before. It’s very, very sad. 

      • tmoloyalcustomer..sigh

        More and more customers are frustrated, because they pay for a service that is failing…fast and hard. You guys are frustrated yes, but you get paid, you don’t have to pay for it. If I’m forking over almost 500 bucks a month (multiple lines) then I shouldn’t have to deal with 45 minutes wait times and having reps bounce me over to department I don’t need.  I’ve been on hold now for 42 minutes and 38 seconds, this is terrible. 6 months ago, I wouldn’t be on hold for more than 2 mins if that! And not only is the wait time terrible, the reps are getting more and more rude everytime I call. It’s sad. I used to brag to my at&t and verizon friends that would complain about the customer service. I’ve been a customer for nearly 10 years and I’ve never been so fed up, so over, so pissed off at a company before. It’s very, very sad. 

    • Anonymous

      @that_girl1970,  Thank you for being able to say what needs to be said without being offensive to either side.  I’ve been part of the T-Mobile team for 4 years now too and I have never hated my job as much as I do right now.  
      Customers are on edge and are calling wanting answers we don’t have which makes us and them all the more frustrated.  Every day for the past few months I’ve had vivid mental images of throwing my headset in some manager’s face and shooting them the finger as I walk out.  And aside from the obvious financial constraints that would put on my family, a big part of why I don’t do that is because I know they’re going through the same thing I am.  Their reps are asking for answers they don’t have.In defense of our customers, I know when someone’s paying for a service, they expect it to work.  That’s the point of paying for it, and I’ve been on that side too.  However, I think what a lot of people aren’t fully grasping is that we’re just as frustrated as they are because while customers are wondering what’s going to happen with their cell phone plan, we’re wondering what’s going to happen with our livelihood.  My husband and I both work for T-Mobile in the same building, doing the same job.  We and many other T-Mobile employees have lived the values at work for so long that our everyday lives are constantly affected by them.  Through T-Mobile, we’ve become the kind of people we would want to spend time around.  Customers and employees alike are seeing those values slip away quickly and the thought of losing that foundation makes me nearly as sick as the thought of not being able to support my family.  Empathy is such a huge part of our jobs, but for many of us it’s becoming harder and harder to empathize with people about cell phones not working when our entire lives are likely about to change for the worse.  I honestly haven’t spoken to a single one of the 500+ reps in my center who has any amount of confidence that their job will still be here by the end of the year, but the frustration doesn’t come from that.  It comes from honestly having no idea what’s going to happen.  Although we’re all guessing it, this whole situation would be much less stressful if they would just tell us to start looking for other jobs so that we would at least know what to do.In the end, I think T-Mobile’s biggest strength prior to all this is one thing customers and employees can agree on:  T-Mobile could be depended on to do the right thing.  Having been able to honestly say “I am T-Mobile.  You can count on me.” has been the highlight of my job.  Knowing that someone I didn’t even know could count on me to help them when they needed it was more rewarding than any incentive T-Mobile could offer.   Losing that one value has made my job miserable.  Every day I’m becoming more of a voice on the phone than a member of the T-Mobile team.

      Whatever happens with Ma Bell, the T-Mobile Values are a loss worth mourning.

    • Anonymous

      @that_girl1970,  Thank you for being able to say what needs to be said without being offensive to either side.  I’ve been part of the T-Mobile team for 4 years now too and I have never hated my job as much as I do right now.  
      Customers are on edge and are calling wanting answers we don’t have which makes us and them all the more frustrated.  Every day for the past few months I’ve had vivid mental images of throwing my headset in some manager’s face and shooting them the finger as I walk out.  And aside from the obvious financial constraints that would put on my family, a big part of why I don’t do that is because I know they’re going through the same thing I am.  Their reps are asking for answers they don’t have.In defense of our customers, I know when someone’s paying for a service, they expect it to work.  That’s the point of paying for it, and I’ve been on that side too.  However, I think what a lot of people aren’t fully grasping is that we’re just as frustrated as they are because while customers are wondering what’s going to happen with their cell phone plan, we’re wondering what’s going to happen with our livelihood.  My husband and I both work for T-Mobile in the same building, doing the same job.  We and many other T-Mobile employees have lived the values at work for so long that our everyday lives are constantly affected by them.  Through T-Mobile, we’ve become the kind of people we would want to spend time around.  Customers and employees alike are seeing those values slip away quickly and the thought of losing that foundation makes me nearly as sick as the thought of not being able to support my family.  Empathy is such a huge part of our jobs, but for many of us it’s becoming harder and harder to empathize with people about cell phones not working when our entire lives are likely about to change for the worse.  I honestly haven’t spoken to a single one of the 500+ reps in my center who has any amount of confidence that their job will still be here by the end of the year, but the frustration doesn’t come from that.  It comes from honestly having no idea what’s going to happen.  Although we’re all guessing it, this whole situation would be much less stressful if they would just tell us to start looking for other jobs so that we would at least know what to do.In the end, I think T-Mobile’s biggest strength prior to all this is one thing customers and employees can agree on:  T-Mobile could be depended on to do the right thing.  Having been able to honestly say “I am T-Mobile.  You can count on me.” has been the highlight of my job.  Knowing that someone I didn’t even know could count on me to help them when they needed it was more rewarding than any incentive T-Mobile could offer.   Losing that one value has made my job miserable.  Every day I’m becoming more of a voice on the phone than a member of the T-Mobile team.

      Whatever happens with Ma Bell, the T-Mobile Values are a loss worth mourning.

    • CallCenterRep

      As a current Call Center employee who is now actively looking for another job I agree. There is zero confidence of the  employees in the company anymore and it’s not hard to see why. To the customers out there, know that the reason for your hold times is because they’ve fired over half the staff at most of the call centers. On top of that look forward to every single call you make being offered more and more ways to raise your bill because that is the only thing we’re being coached to do is add features and raise plans. Customer service doesn’t matter to this company at all anymore. To make matters worse we’re penalized for every time we lower a plan or remove a feature from someones account. It doesn’t matter that you don’t need unlimited minutes or you switched a line to a parent or grandparent who doesn’t need texting or callertunes or some other extra. Everyday in customer care we’re now in the impossible position of helping our customers which is supposed to be the job we’re doing and the reality of the job that’s been pushed upon us of just upselling people constantly and stopping them from lowering their bills. When a new promo plan comes out that’s less than the normal plans I’m being coached by management to not tell any customers about the plan, they have to ask about it first, and if they ask I’m told I’m to emphasize the contract renewal as a bad thing to try and keep them from changing, it’s disgusting is what it is. I refuse to go along, removing customers features if they need it and giving the best plan advice possible and my stats are horrible because of it. Oh well, I will be so relieved to be out of here, I just feel sad for the company that once was, I used to like this job. 

    • Waiting

      Tmoble has fell off. Customer service stinks and eventually they are going to lose customers and go bankrupt

  • Jonesl127

    I have done your job. Used to work for Verizon and Virgin Mobile and my biggest complaint as of late is the sudden lack of anyone who speaks clear English. I cannot stand speaking to a representative I cannot understand and who does not understand me!! I was just transferred 5 times and got so frustrated I hung up and kept calling back until I got an AMERICAN on the phone!! I will be dropping TMobile if this continues!

  • Jonesl127

    I have done your job. Used to work for Verizon and Virgin Mobile and my biggest complaint as of late is the sudden lack of anyone who speaks clear English. I cannot stand speaking to a representative I cannot understand and who does not understand me!! I was just transferred 5 times and got so frustrated I hung up and kept calling back until I got an AMERICAN on the phone!! I will be dropping TMobile if this continues!

  • Anonymous

    I could say a lot more, but for now I’ll just say this: When I first worked at T-Mobile and asked a supervisor for guidance, the question that drove their decision was, “What’s best for the customer?” There was a lot of talk about T-Mobile’s values and corporate culture. By the time I left, whenever I asked a supe for help, the question was, “What will make our call center metrics look best?”

  • Anonymous

    I could say a lot more, but for now I’ll just say this: When I first worked at T-Mobile and asked a supervisor for guidance, the question that drove their decision was, “What’s best for the customer?” There was a lot of talk about T-Mobile’s values and corporate culture. By the time I left, whenever I asked a supe for help, the question was, “What will make our call center metrics look best?”

  • Rlmagi

    I have experienced something similar. I have spent the last 6 months trying to replace a phone for my dad that he lost. It was covered under Tmobiles warranty, not the assurian system and time and time again they promised an expedited delivery. It took 6 months of phone calls, talking to multiple supervisors before i could finally get it solved.  I basically had to threaten to leave and go to sprint. And even that didn’t help at first. the last supervisor flat out said that if i did i would have to pay out my contract. when i told her she was incorrect and that sprint would buy out my contract, then she backpedaled. 6 months for a shitty flip phone, and all i got was a free month of service.

  • Loyal T-mobile customer

    Good IVR design attempts to get you help in the system faster than you can get it from an agent, not prevent you from speaking to an agent.  A suprisingly large number (nearly half) of all callers to an IVR like T-Mo just ask for an agent.  This results in their waiting for an agent to determine their issue, then being transferred to the correct agent that can asssist them.  Talking to a screener, then an agent, increases the total time the customer spends on the phone. 

    The intent of the recent change on the 24th was to get the caller routed to the correct agent the first time. 
    Unfortunatly, the solution as implemented fell short of the goal, and has now been removed from the system based on customer feedback. 

    The IVR is rather smart, and I’d recommend that in order to get transfered to the correct agent the first time, you let the IVR try to route you.  It recognizes hundreds of commands and has dozens of functions. 

    T-Mobile does monitor it’s IVR and when it notices users asking for functions not currently available in the IVR, they are added as new experiences.

  • SpecialKD22

    T-Mobile’s customer service reeks really badly.  They used to be good, but now wait times are ridiculous and you get unknowledable people from other countries who just give you the run around and then hang up on you!  I’ve heard this from many, many of its customers, just do a google search and you’ll see what I’m talking about.  WHAT HAPPENED TO THE OLD T-MOBILE THAT WAS SO GOOD??

    AT&T happened.  Every time AT&T touches something it turns to crap!

    I’ve been a customer of T-Mobile for about 10 years.  Me & my family are leaving as soon as we can now.

  • SpecialKD22

    T-Mobile’s customer service reeks really badly.  They used to be good, but now wait times are ridiculous and you get unknowledable people from other countries who just give you the run around and then hang up on you!  I’ve heard this from many, many of its customers, just do a google search and you’ll see what I’m talking about.  WHAT HAPPENED TO THE OLD T-MOBILE THAT WAS SO GOOD??

    AT&T happened.  Every time AT&T touches something it turns to crap!

    I’ve been a customer of T-Mobile for about 10 years.  Me & my family are leaving as soon as we can now.

  • Royanonsen

    I have been a loyal T-Mobile customer for 7 years and never had a problem until I purchased a phone for my daughter and I thought I had purchased the insurance. When I tried to file a claim for damage they told me I did not have the insurance. I spoke with 4 different people at t-mobile and got for different stories as to what happened. I was first told that I had purchased the insurance and that it had been removed, by whom we will never know. The 2 other agents and a superviser that I spoke with did everything they could to backpeddle their way of it. The bottom line is that T-Mobile would not do anything for me and was not concerned in the least about my problem nor were they interested in offering any type of solution. I have been in the customer service businness for 25 years and I have never experienced such poor service. I will never recomend T-Mobile to anyone and will discredit their company every chance I get.

  • Royanonsen

    I have been a loyal T-Mobile customer for 7 years and never had a problem until I purchased a phone for my daughter and I thought I had purchased the insurance. When I tried to file a claim for damage they told me I did not have the insurance. I spoke with 4 different people at t-mobile and got for different stories as to what happened. I was first told that I had purchased the insurance and that it had been removed, by whom we will never know. The 2 other agents and a superviser that I spoke with did everything they could to backpeddle their way of it. The bottom line is that T-Mobile would not do anything for me and was not concerned in the least about my problem nor were they interested in offering any type of solution. I have been in the customer service businness for 25 years and I have never experienced such poor service. I will never recomend T-Mobile to anyone and will discredit their company every chance I get.

  • Royanonsen

    I have been a loyal T-Mobile customer for 7 years and never had a problem until I purchased a phone for my daughter and I thought I had purchased the insurance. When I tried to file a claim for damage they told me I did not have the insurance. I spoke with 4 different people at t-mobile and got for different stories as to what happened. I was first told that I had purchased the insurance and that it had been removed, by whom we will never know. The 2 other agents and a superviser that I spoke with did everything they could to backpeddle their way of it. The bottom line is that T-Mobile would not do anything for me and was not concerned in the least about my problem nor were they interested in offering any type of solution. I have been in the customer service businness for 25 years and I have never experienced such poor service. I will never recomend T-Mobile to anyone and will discredit their company every chance I get.

  • Anonymous

    I have been on hold for 40 minutes…no agent.  They just talked me into a new two year contract by telling me they would lower my bill 20.00 a month….it’s 10.00 higher this month.  I am soooo sorry I got suckered into that deal.  T-mobil has gone to %$#&.

    • nic

      You call yourself, ‘toughasnails’ and then you say “they talked you into a new, two year contract…”  Nobody talks you into anything you don’t want. Nobody but you knows what your conversation was about, but I sure as heck don’t believe they said they’d lower your bill by $20/mo, and then its $10 higher. Something else must have transpired. Did you sign up for more services than you and the agent initially discussed, or did you not figure in taxes, or what? T-Mobile is no different than ATT, Sprint or Verizon…. come on already. They all have gotcha fees.

  • Monique G. Garcia

    I have been a loyal t-mobile cust. since 2005, always upgrading to the newest best phone and paying tons of money for good service and customer attention.. Recently my newest phone has taken a dive for the worst.  I have a my touch 4g and while the reviews were great as it turns out this phone has constant issues.. with jumpy streaming and constantly force colsing every single app including my messages and deleted them all… The most recent issue is that the speaker phone has stopped working completly..  When I called cust support I held for  89 min before I could get someone one the line..  When I finally spoken with someone she had such a bad accent I could hardly understand.  Then to top it off I’m being told they cannot verify that I am the owner on the account because the name I’m giving them doesn’t match their records, and yet my social does …. Please explain.. a few months back someone no where near where I live went into a store and opened up two lines on my account.  I called resolved the problem and got credit for everything that was done illegaly.. They had supposedly fixed all the issues and my line was safe.. Now it seams it was either never fixed or it has happened again.. Meanwhile I must go into the store with my license and social because they have no other way to verify that I am who I say I am…  Oh did I mention called back this morning on my way in to work, go to work, wrote this comment, and I am still on hold now for 72 min,  with no sight of hope…  total hold time since last night 193 minutes.. THIS IS RIDICULOUS !!!! PLEASE HELP T-MOBILE OR WHOEVER COMES NEXT BUT T-MOBILE SUCKS RIGHT NOW !!!!!

  • Monique G. Garcia

    I have been a loyal t-mobile cust. since 2005, always upgrading to the newest best phone and paying tons of money for good service and customer attention.. Recently my newest phone has taken a dive for the worst.  I have a my touch 4g and while the reviews were great as it turns out this phone has constant issues.. with jumpy streaming and constantly force colsing every single app including my messages and deleted them all… The most recent issue is that the speaker phone has stopped working completly..  When I called cust support I held for  89 min before I could get someone one the line..  When I finally spoken with someone she had such a bad accent I could hardly understand.  Then to top it off I’m being told they cannot verify that I am the owner on the account because the name I’m giving them doesn’t match their records, and yet my social does …. Please explain.. a few months back someone no where near where I live went into a store and opened up two lines on my account.  I called resolved the problem and got credit for everything that was done illegaly.. They had supposedly fixed all the issues and my line was safe.. Now it seams it was either never fixed or it has happened again.. Meanwhile I must go into the store with my license and social because they have no other way to verify that I am who I say I am…  Oh did I mention called back this morning on my way in to work, go to work, wrote this comment, and I am still on hold now for 72 min,  with no sight of hope…  total hold time since last night 193 minutes.. THIS IS RIDICULOUS !!!! PLEASE HELP T-MOBILE OR WHOEVER COMES NEXT BUT T-MOBILE SUCKS RIGHT NOW !!!!!

  • Jay Iseli

    Yesterday T-mobile charged my card $2990 for a transaction that was not completed.  essentially they hit my card 10 times at 299 each time.  That action locked up my accounts so I could not access my money  It took 3 people and an hour to resolve it and get a 30 dollar credit.  Today T-Mobile hit my account 5 times for the same amount of money, they deny doing it.  I am now on person number 5 and was put on hold 30 minutes ago.  I have never had a problem with t-mobile and I have been a customer since 2001.  One of the big problems I am having is explaining to people in India the concept of Customer Service……  It means nothing to them.  They figure that since their error did not cost me any thing (except the ability to use my accounts) that they are not the problem…..

    • anonymous

      T-mobile automatic payments only go through twice, before it shows as a declined payment. You need to make sure your info hasn’t been compromised and that a person is not submitting those payments

  • Jay Iseli

    Yesterday T-mobile charged my card $2990 for a transaction that was not completed.  essentially they hit my card 10 times at 299 each time.  That action locked up my accounts so I could not access my money  It took 3 people and an hour to resolve it and get a 30 dollar credit.  Today T-Mobile hit my account 5 times for the same amount of money, they deny doing it.  I am now on person number 5 and was put on hold 30 minutes ago.  I have never had a problem with t-mobile and I have been a customer since 2001.  One of the big problems I am having is explaining to people in India the concept of Customer Service……  It means nothing to them.  They figure that since their error did not cost me any thing (except the ability to use my accounts) that they are not the problem…..

  • Maggarielle

    I was wondering what was going on. The hold times are ridiculous!! Not to mention the overseas call centers don’t know what they are talking about. No way I’m sticking w/T-Mobile after the merger after reading this. 13 months to go…

  • Guest

    we have been long-term customers of T-Mo.  It’s been good since I didn’t have to do anything for these years till recently.  Just added 2 lines to my family plan and had to go calls for the subsequent events.

    – the website doesn’t work for adding lines/services.  I a engineer by training and that’s my preference of doing business.
    – the call waiting time was ok for the 10 calls I had to make.
    – “A complimentary one-month free unlimited data plan automatically comes up when you add a line”, it’s not true.  It took me 2 calls to adjust the $30/month charge at the end.  The agent bid me “have a nice day” long before I intended to hang up the phone.
    – the worst part of it.  The agents never actually do whatever you asked for.  I asked for “no data” service on the two new lines since they are or kids.  1st one told me there is no such blocking service.  2st one directed me to the “restricted view” on the member profile page.  The 3rd one did the “web guard” for me and insisted that what I needed.  The 4th one said she did it but it didn’t show when I checked on-line 2 days later.  I understand the selling pressure and promotional stuff.  But saying you did but didn’t actually do to what customers specifically asked for is a total different.  you can’t help but feel cheated.  What happened to American way of doing business.  Are we putting ourselves back to “developing” stage?  Do we want to be “emerging” again?  Shame on T-Mobile management on this one.

    I was hoping the situation will improve when AT&T merges the falling (at least from the customer service point of view) company.  It looks like DOJ is blocking the merger.  I just hope I don’t have to deal with the customer service of T-Mobile for some time.

    I unchecked the “Data Enabled” option on the smart phones to block internet access.  Hope the kids don’t accidentally check it and get hundreds of dollars of charges at $1.99/megabyte.  

  • Guest

    we have been long-term customers of T-Mo.  It’s been good since I didn’t have to do anything for these years till recently.  Just added 2 lines to my family plan and had to go calls for the subsequent events.

    – the website doesn’t work for adding lines/services.  I a engineer by training and that’s my preference of doing business.
    – the call waiting time was ok for the 10 calls I had to make.
    – “A complimentary one-month free unlimited data plan automatically comes up when you add a line”, it’s not true.  It took me 2 calls to adjust the $30/month charge at the end.  The agent bid me “have a nice day” long before I intended to hang up the phone.
    – the worst part of it.  The agents never actually do whatever you asked for.  I asked for “no data” service on the two new lines since they are or kids.  1st one told me there is no such blocking service.  2st one directed me to the “restricted view” on the member profile page.  The 3rd one did the “web guard” for me and insisted that what I needed.  The 4th one said she did it but it didn’t show when I checked on-line 2 days later.  I understand the selling pressure and promotional stuff.  But saying you did but didn’t actually do to what customers specifically asked for is a total different.  you can’t help but feel cheated.  What happened to American way of doing business.  Are we putting ourselves back to “developing” stage?  Do we want to be “emerging” again?  Shame on T-Mobile management on this one.

    I was hoping the situation will improve when AT&T merges the falling (at least from the customer service point of view) company.  It looks like DOJ is blocking the merger.  I just hope I don’t have to deal with the customer service of T-Mobile for some time.

    I unchecked the “Data Enabled” option on the smart phones to block internet access.  Hope the kids don’t accidentally check it and get hundreds of dollars of charges at $1.99/megabyte.  

  • Guest

    we have been long-term customers of T-Mo.  It’s been good since I didn’t have to do anything for these years till recently.  Just added 2 lines to my family plan and had to go calls for the subsequent events.

    – the website doesn’t work for adding lines/services.  I a engineer by training and that’s my preference of doing business.
    – the call waiting time was ok for the 10 calls I had to make.
    – “A complimentary one-month free unlimited data plan automatically comes up when you add a line”, it’s not true.  It took me 2 calls to adjust the $30/month charge at the end.  The agent bid me “have a nice day” long before I intended to hang up the phone.
    – the worst part of it.  The agents never actually do whatever you asked for.  I asked for “no data” service on the two new lines since they are or kids.  1st one told me there is no such blocking service.  2st one directed me to the “restricted view” on the member profile page.  The 3rd one did the “web guard” for me and insisted that what I needed.  The 4th one said she did it but it didn’t show when I checked on-line 2 days later.  I understand the selling pressure and promotional stuff.  But saying you did but didn’t actually do to what customers specifically asked for is a total different.  you can’t help but feel cheated.  What happened to American way of doing business.  Are we putting ourselves back to “developing” stage?  Do we want to be “emerging” again?  Shame on T-Mobile management on this one.

    I was hoping the situation will improve when AT&T merges the falling (at least from the customer service point of view) company.  It looks like DOJ is blocking the merger.  I just hope I don’t have to deal with the customer service of T-Mobile for some time.

    I unchecked the “Data Enabled” option on the smart phones to block internet access.  Hope the kids don’t accidentally check it and get hundreds of dollars of charges at $1.99/megabyte.  

  • Dcmnservices

    T-Mobile service has become outrageously worse, I was on hold for 1:45 minutes before I just hung up the following is a list of my problems since January 2011. I’m being totally honest. In error they cancel my contract open a new one and took two payments out of my account I use to pay my bills. After I spent hours over a period of two weeks explaining to them that it caused me NSF fees (I really feel they pretend not to understand) I had to fax over proof 3 times! I kid you not. Then after telling me my check was in the mail they credit my account for three months which included the NSF fees. I was livid! I had to pay money to get my account back in good standing. They sent me phones that had problems. Internet is lousy, phone calls drops. I work as a freelance paralegal. Everyone in the courthouse who has service with other providers can access their emails, internet in courthouse. Not me! I have to go outside to check info. When I signed up I clearly told them I needed internet service they told me I can access it thru my phone and that it would be free my two year contract. This past month they started to charge me $14.99 for it and once I go over 5gb it slows down to dial-up speed. Are you kidding me. I HATE T-MOBILE. My business is very much reliant on internet, phone, and email and I literally cannot work smoothly, So I’m stuck in a 2 year contract and I had to go to Clear to get decent internet. It’s great. I speak to others with T-Mobile and they all are VERY dis-satisfied. If you don’t have service with them DO YOUR RESEARCH! The service is AWFUL!!!!!!

    • nic

      I have TMobile – 4 lines of service for my entire family, and all of us can access the internet just fine. Nor do we do not experience dropped calls. I am on their auto-pay system and they send me a text and an email to inform my bill is coming due, then they send a text and an email to inform me there has been a payment drafted from my bank acct stating the amount. I am never over-charged and I know the bill is due so that I always make certain I have money in my account. My bill cycle closes on the same date each month and my payment is drafted like a week before said date. It always the same procedure each month.  Just because YOU have problems does NOT mean we all do. It sounds to me that you do not understand how things work. And what does it matter if you are a free lance paralegal or a dog catcher? Service is service. You need to have a better look at your contract that you signed up for, Mr/Ms paralegal!

      • Cat

        nic either you’re a paid shill or a fanboy. The fact that you continue to receive (or perceive) excellent customer service does nothing to assuade the issues that people are having. I’ve noticed you’ve replied to just about every negative complaint on this page, each time with a blinding WALL OF TEXT and no input beyond “IT WORKS FOR ME YOU MUST SUCK AND THAT’S WHY”

        Regardless of who you are, I’m tired of reading your pointless posts, please stop. Thanks.

        • nic

          Cat – yes, I have made several replies. If you don’t care for them, then don’t read them. I am not a fanboy and I don’t know what that means, nor do I know what a paid shill is. Nobody is paying me anything.
           
          So what if I’ve made several replies? Look at all of the idiotic comments on customer service about really stupid things that people have caused or created themselves because they lack common sense. And I have never said “IT WORKS FOR ME YOU MUST SUCK AND THAT’S WHY” To that I reply that you must be one of the complaining whiners who just wants to cry  and  has no clue that you create your own problems. So get a clue and leave me alone. Also, re-read my posts. I offer help, which hardly anyone else seems to be doing. Gawd, you are pointless and pathetic.

        • Cat

          You’ve never explicitly said it, but it’s obvious from the questions that you ask each complaint that that is what you imply

          I hope you’re not autistic. From this latest post it seems like you may suffer from some chemical imbalance, so I hope I’ve not upset you. Carry on

        • nic

          No, you haven’t upset me. I understand it when people, like yourself, cannot think of anything intelligent to say so they attempt to attack one personally. Carry on if you must, you only make yourself look bad.

          P.S. Good thing you aren’t the judge and jury, or the physician… Whew! You’d hang people on what you believe and your bedside manner would be atrocious!

        • Cat

          It wasn’t a personal attack, it’s an honest assessment. It simply isn’t normal to reply to every post on a 500 comment page, over a period of roughly three months unless you’re a) on the payroll (congrats!) b) a fanboi (lay off) c) mentally ill (again, sorry!). You denied the first two so I must assume the third, any alternatives escape me.

          You seem to blame every person here for their own stupidity, saying that every post is ‘confusing’ and asking for further clarification, or saying that you don’t believe their experience and that something else must have transpired, point out that not everyone has troubles. Even if some of these are true, the simple fact remains that T-mobile service/experience is not what it used to be, and you wouldn’t have seen this volume of ‘T-mobile customer service sucks’ comments two years ago.

          Besides, what the fuck is it to you the minutiae of these experiences? You can’t honestly assess the situation from a keyboard, because you are not in their position. The fact that you’re not privy to the details of their experience is a little something called individuality, where individuals perceive being slighted in different manner than others. Just because you don’t believe it doesn’t mean it isn’t there.

  • anonymous

    But paying your bill for any length of time beyond the 2 year requirement (meaning, one has made a decision to stick with the company in question) does = LOYAL CUSTOMER. 

  • Disappointed American

    First Netflix and Now T-Mobile. Customers are now last and Greed is Number#1. What do these big companies going to do when most of there customers leave? Becasuse when the cusomers leave so will there money. T-Mobile was once Great in Customer Service now you have to talk to a person who can barely speak english who is just reading of a computer program. No more real conversations. just an incoherant person reading off a computer screen. T-Mobile you let alot of people down. You sold yourself to an AT&T pimp.

  • Disappointed American

    First Netflix and Now T-Mobile. Customers are now last and Greed is Number#1. What do these big companies going to do when most of there customers leave? Becasuse when the cusomers leave so will there money. T-Mobile was once Great in Customer Service now you have to talk to a person who can barely speak english who is just reading of a computer program. No more real conversations. just an incoherant person reading off a computer screen. T-Mobile you let alot of people down. You sold yourself to an AT&T pimp.

  • stosh

    Just cancelled service to T-Mobile, do to the fact one of their stores accessed my account information, had a phone reactivated without my authorization. Spent three and a half hours with four different reps, which they said they could do nothing for me. The reps did give me the store information. One of the reps even suggested I gave out my information to them. My wife does not even have my information.Received the bill and had to pay for the shut off phone. Felt extremely unconfortable knowing someone else can access my account, so I cancelled my phone service also. Now I have to pay up to that billing cyle, even though I had a no contract agreement. My sugestion is to stay as far away from T-Mobile and go for the prepaid service. 

  • Paul

    I had to cancel my contract as I moved to a non coverage area, 10 miles from where I live now. So I called the rep. and was told it would cost $100 if I canceled now or $50 if I waited until there was less than 6 months on the contract. So I get a bill today for $200 to cancel. Called the Customer Screwing Department and was told I am so sorry, but that is the way it is. Sorry for the miss information, but we are screwing you for one last time!! I have been with them since it was Pac-Tel, way before T-Mobile took over.
    My new carrier is Verizon Wireless and I am very happy with the coverage. I would not recommend T-Mobile to a dog.

    • Mic

      I am trying to understand your comment. I can take my TMobile phone and drive 10 miles away and still get coverage, but you moved 10 miles away and had to cancel your TMobile for non-coverage…WHAT?! 

      I have always been told that TMobile has a $200 cancellation fee. That is nothing new!  And any carrier has a cencellation (early termination fee).Not only is that information stated in all TMobile contracts, but they actually tell you that at the time that you sign up! I’ll bet it’s on their website, too!

      Lastly, who is Pactel? I googled that and found the hostory of TMobile, and no where does it mention Pactel. I have been with TMobile since they were VoiceStream, and that has been since 2001.  Any information I was able to find for Pactel, now defunct, was related to Verizon and that is not even a GSM carrier. And what’s {Pactel got to do with anything? Do you think that because anyone has been a customer for X-amount of years that it should entitle them to something more? Heck, if I was a new customer and found out that Jane/JoeSchmo was getting preferential treatment just because she/he was there for X-amount of years, I’d be a little put-off!  If any business said another customer was more important for tenure, that is just wrong. That’s what thank-you cards and tokens are for!

      • Mic

        Please excuse my typo’s. I’m wearing a cast on one arm and a brace on the finger of other hand.

    • bob

      in your contract it states that they have to provide you with coverage or else you can cancel WITHOUT any fees. they aren’t putting up their end of the bargain and you signed a contract. they gyped you for 200 dollars my friend….

    • bob

      in your contract it states that they have to provide you with coverage or else you can cancel WITHOUT any fees. they aren’t putting up their end of the bargain and you signed a contract. they gyped you for 200 dollars my friend….

  • Jacksonhalls

    Im glad tmobile did not merge with that expensive company but tmobile is going to lose me as a customer if they don’t start answering the phone. I have been attempting to reach an agemt for 6 weeks and have not reachef a single representative. BOOST MOBILE HERE I come!

    • nic

      Why can’t you reach an agent? I have called TMobile 3 times in the past 2 weeks and got right through. Their automated always answers the calls, and granted, that is sometimes a pain to get through, but you need to choose from their auto-generated questions to get to a live person. Not all of those questions/options necessarily apply to all issues, but you just pick the best one so you can connect and speak with someone who can get you to the right person. To say that you haven’t been able to connect for 6 weeks is just outlandish, and anyone knows that is simply not true. You must be giving up and hanging up. The longest I had to wait per each call was 12 minutes. But I have had longer wait times during peak hours. I do know that if you continue to hang up and call back over and over within a same time frame, then your call goes into a perpetual hold where no one will answer it. But that does not carry over for 6 weeks, not by any means. So for heavens sake, just go into a TMo store and speak to a rep in store. They certainly can help, and they can place the same call for you from their store, I think people just don’t want to understand how things work and that they just want to get on sites, such as this, to post cussing rants. Some people seem to just want to be able to yell instead of work toward any amicable resolution or use their own logic. No wonder you all have so many unresolved issues.

      • Boysmom

        You are wrong, if the answers aren’t in their system they will repeatedly say they don’t understand, after the third or fourth time THEY disconnect YOU.   Here is the secret I finally learned, say “cancel service” and you will get a person.

        • Ed

          @Boysmom, What are you trying to do that you can’t get help?  Pay a bill?  Check your ballance?  What?

        • nic

          Oh boysmom, come on already. Please be more specific about your problem so that we all can relate to whatever it is you are trying to make as a point. What is it you couldn’t get answered? I’d like to know where all the logic and common sense has gone to these days, and why is it that people just want to bitch and moan and rip everyone a new one. It is my understanding that customer service has declined everywhere. With that in mind, I go in with an attitude to get what I need without making muddy footprints and causing the person helping me to feel defensive. There are resolutions to be had, so if you aren’t satisifed with one answer, keep trying, but be realistic in your expectations. Read your contract, know your handset, find out things without always having to rely on others. Figure it out. Tmobile hires people just like the rest of the world. You might have some young smart alec kid, some old geezer, some opinionated person, or even someone just having a bad day and doesn’t even get they are short with a customer. Their loss and if they keep that up it won’t be long before somebody sends them on their merry way out the door. Didn’t help your problem at that moment, sure, and you won’t ever know the outcome, but just know this: companies know what employee perform well and which ones do not. But anyone can have a bad moment. Make it work for you instead of being the downer.

      • Immobile

        Nic, what are you going to do when T-Mobile is sold to AT&T, will you lose your job or will they transition you over to the new company?  I hope they still allow you time off the phones to be contentious and argumentative in your blog responses to dissatisfied T-Mobile/AT&T customers.  Good luck with the new company and your continued efforts at hiding behind a keyboard, defending your employer who would drop you the moment they thought they could save a nickel. 

        • nic

          Why are you being an a$$? I don’t work for TMobile and that is that. It’d be impossible as well, since I don’t even reside in the same state as the call centers. I also do not have any blogs – I am not a blogger. Wherever did you get that from? Also, the last I read about that merger was that it was no longer on. One of the ATT people made some comment they were allowed to say, and that allegedly fried the deal. Do you have more recent news on the merger? I stopped following it. Now, since you want to be such a smart-a$$, then my reply to you is this: You, and many of the whiners posting on here are not getting the picture about customer service declining. Declining customer service is not about how you and the others are not understanding how their bills works and not understanding the terms and conditions, thus getting mad because you were charged for something and making up stories about something that happened, which is anyone with any knowledge knows cannot be true. Customer service is how easy is it to reach them and how adequately they’ve addressed your issue. Did they explain how things work and take the time with you to help you. But, bear in mind that just because one doesn’t agree with a termination fee or whatever unexpected fees one sees, that is not customer service issues. You are expecting the employees to snap their fingers and make you the exception. If you signed a contract, then read your terms and conditions and don’t expect special favors just because you think you deserve something or have a situation. And if your budget is that tight, then why in the heck did you even sign on for a cellular contract when there are no obligation, less costly alternatives, like those phones with airtime cards that you can buy in stores? And why are you even posting something so ludicrous on here and directing it at me anyway? I have nothing to do with your inability to understand and comprehend. You are simply a troublemaker. I think you are just angry because you didn’t understand something that you got charged for, or something of that nature and you want to piss and moan and make accusations. FYI, all of the major carriers are the same and all have the same kind of complaints. So get over yourself already. Lastly, I am retired, so kiss off.

        • nic

          Correction: I had read in the news that the ATT employee made a comment they were NOT allowed to make.. I wrote allowed in my reply to you.

  • WriteJDIII

    After reading this article, I still can’t figure out why the gripe. Here’s my recent dealings with TMobile.
    1- A couple of maonths ago, I was looking to add a new line. When I called and after going through the initial process, I was speaking to a representative. He not only answered my questions, he was very helpful in advising me on which plan to get so as not to affect my current one.
    2- When I broke my phone and wanted to replace it, the representative advised me on which way to go (upgrade or through Assurion).
    And 3- Last night, when I was looking to buy a Tablet, both reps, were incredibly helpful and informative.

    I hate to pepeat myself but, these conversations took place after just a minute or two of the initial dialing process.

    Now, don’t get me wrong. I do hate to hear my acct detail everytime I call. Aside from that, I like the way TMo operates.

    One more thing, you want bad customer service, try calling those clowns at AT&T and see how they treat you.

    • Bigrn1954

      They are surely going to help you when you are buying their merchandise.  Try getting them to help when it is of no use to you, or you have no signal…

      • nic

        Wrong. Why are you saying that? You are implying that no one can call tmo for help on anything other than to buy new merchandise – that tmo is only helpful when making a sale. Oh please, spare us the nonsense. I’ve placed several customer service calls over the years, even lately, and have made a satisfactory resolution to each call. 

  • WriteJDIII

    After reading this article, I still can’t figure out why the gripe. Here’s my recent dealings with TMobile.
    1- A couple of maonths ago, I was looking to add a new line. When I called and after going through the initial process, I was speaking to a representative. He not only answered my questions, he was very helpful in advising me on which plan to get so as not to affect my current one.
    2- When I broke my phone and wanted to replace it, the representative advised me on which way to go (upgrade or through Assurion).
    And 3- Last night, when I was looking to buy a Tablet, both reps, were incredibly helpful and informative.

    I hate to pepeat myself but, these conversations took place after just a minute or two of the initial dialing process.

    Now, don’t get me wrong. I do hate to hear my acct detail everytime I call. Aside from that, I like the way TMo operates.

    One more thing, you want bad customer service, try calling those clowns at AT&T and see how they treat you.

  • hd71

    i been with t-mobile for 6 years  and my galaxy s exchange 4 time and i call t-mobile because the phone still having the same problem  they told me that the only thing that they could do for me is other exchange or downgrading the phone i told them that i don’t want neither so they told me to go to other carrier  i feel that t-mobile is the worst cellphone carrier to have they don’t care about no one i work in customer service too  and talk to alot of people so im going to tell everyone to never go to t-mobile

    • nic

      Okay, so you’ve been with TMboile for 6 years. You opened with it so you obviosly think that means something. What do you think it should mean? That you should get preferential treatment? I’ve been a TMo customer for for way longer than that, since they were VoiceStream, and I have always been told thank you for my loyalty at the end of phone calls. Yeah, big deal, I know, but at least they acknowledge it. And I think it helps give me credibilty with them. Sometimes I get an email to offer me something, but come on, there are lots of folks who’ve been with them for any number of years.

      I am curious to know what your issues are witht that phone, because I have just ordered one. Are you talking about the Galaxy Sll that was just relaesed with TMo this month?

      My last phone, two years back, had a problem new. The rep did not know what was wrong, nor did she understand. But think about that issue. Look how many phones there are and ask yourself how the one person you get connected to will just know everything about any particular model phone? They have references and they look it up and walk through it with you trying to decipher your issue, which you could do as well by reading the manual, or going online to forums, which even TMobile has on their website if you don’t want to find any outside forums. Back to phone issue 2 years back. The rep finally wound up issuing another handset, and guess what? Yup, same ‘problem’ with the replacement. So I called back and was offered a similar phone. If you are past the 14-day of your new handset, then you have to take the same model if there is a problem, or go with a similar model to yours, and that is where your downgrade in coming into play. They just arent going to give you a handset way better than the one you paid for. But the Galaxy Sll is dang nice!!  So back when I had my reissued phone, ultimately, I figured out the solution to my problem and it never was the phone, it was a setting and was not an easy setting to understand becasue it was not even in the settings menu, but in another area on the phone. So I think it’s just easier for them to reissue a handset than to keep re-hashing a same issue with a customer.

      Anyway, if you truly work in customer service and you say that —— “t-mobile is the worst cellphone carrier to have they don’t care about no one i work in customer service too and talk to alot of people so im going to tell everyone to never go to t-mobile” —— then I hope I never run into you as a customer service rep anywhere. To say that all of TMobile doesn’t care about anyone because you have one issue with your new handset, and possibly one issue with a rep, then you should seek help with another person at tmobile and not give us advice. Go into a store for help, or wait a few hours or even until the next day to call the 800 back and get a fresh person to help you. But please don’t tell us never to go with T-Mobile becasue you had a problem with a handset and won’t even tell us how you handled it, what you said to get hel, what you did to find a solution. As if issues don’t exist with ALL carriers anyways. Sheesh!

  • Joseph Mills

    Mike, Jo, and Jenny at T-Mobile Customer Service = FAIL!

  • Cfjudd

    On the phone last night for hours trying to get charges straight. Call was outsourced, must have been India. Could never get a supervisor, got put on hold 15 times one call, 10 or more the next time. They never knew an answer, although they admitted charges on webpage were wrong. There doesn’t seem to be any supervisors and the reps know nothing. Finally threatened to cancel contract and they left again to get supervisor, but never came. Pitiful service; actually NO service. After 16 yrs with t-mobile & they could care less.They broke the connection twice i guess hoping we wouldn’t call back. Where to go next?  It couldn’t possibly be any worse!

    • Cfjudd

      Oh, did I mention that they didn’t have names and wouldn’t give employee numbers, so no way you could report them?

      • nic

        OMG, employees always tell me their first name and then give me their ID badge number. Now I know you are wrong.

    • Cfjudd

      Oh, did I mention that they didn’t have names and wouldn’t give employee numbers, so no way you could report them?

    • nic

      I have to admit that back when I first read about this complaint board, I jumped on the bandwagon about how I despise when my calls wind up at some call center overseas where one has to struggle just communicating and being able to understand the voice at the other end. But that has yet to happen, actually. And with tmobile, I have never been redirected to anyone with any dialect I wasn’t at all able to understand. At least not yet. But I have with other establishments, so am familiar with how that can go. I am sorry to disrespect you, but I do not believe your complaint went as you described here. It makes no sense and sounds more like you are leaving out the parts where you might have instigated your end results. These problems happen generally only when people create them themselves because they are calling in irate and not willing to listen to anything. Would you like to be attacked that way if you were the person at the other end of the call? And cancel your service as scare tactic? Meh, if you are contracted then you will only wind up with a cancellation fee. Think about that! If you want to cancel, then do so, but if you really won’t be doing that, stop using that scare tactic. It doesn’t work anyway, it can’t. You either will cancel or you won’t. So which departmet do you want? Use logic. You don’t even present your problem as one that anyone here can make sense out of. So I think you just wanted to bitch and moan and not get your issue resolved.

      • Eltricker

        No, he is correct. I’ve stood with t-mobile for four years, but my contract is over in April and I’m jumping ship. My call was re-routed to India, the CSRs there are nothing like their US counterparts. I also waited 15 minutes to have my call answered.

        It’s great that it hasn’t happened to you yet. That gives me hope that the next time I call I might get a US rep. I have nothing against the overseas CSRs per se, but their accent is REALLY thick (and this from someone who lives in Los Angeles, where you’ll hear 15 different accents on a slow day).

        • nic

          How do YOU know that HE is correct? for that matter, how do you even know that ‘he’ is a he? I remain that “his” comment sounds more exaggerated than truth. Anybody can get on here and say that sort of thing, but that person provides no real story and no logical insight. This site is merely a bitch-a-thon or a whine-a-thong. Oh cry me a river but I am not seeing stories put together in any logical manner nor am I reading anything about common sense here.

        • Eltricker

          I do not know with certainty that he is correct, but I have little reason to doubt him because I went through similar troubles last night, with their $1.99/MB data scam (I have data disabled with VPN in my phone, so there’s zero chance of using any)

        • nic

          But you said that person was correct and you do not know that. And not that you haven’t spoken to to any CS from abroad, but all I am asking is how you know that you have? Also, you state some $1.99/MB data “scam”. What exactly is the “scam”? Just please enlighten us and explain it.

        • Eltricker

          Forgot to include, I also spoke to a CSR abroad. After talking to them through K-mart, Dell and many other companies, I’m quite familiar with them and know the difference between a pure and americanized Indian accent

        • nic

          I forgot to mention that I have been on hold for CS with TMO a few times where I had to wait a lot longer than 15 minutes, and one time I waited around 45 mins before I grabbed another of my TMo lines and placed the same call and got right through. I was not happy about that wait. I later learned that happened only because my calls went through a few different times, and since I had to hang up and call back, they put my call into some kind of a ‘perpetual hold’ because I had called more than 3 times in a row, even though I never got to speak to a live person. But what I said was that I have not been transferred to any overseas call center, at least not to my knowledge. And just because someone sounds like they are Indian doesn’t necessarily mean one is being connected to India. Are they actually announcing that you have connected with an overseas call center or something? The only issues I personally have with the overseas call centers are A) taking away American jobs and B) when I cannot understand what the person is saying because of their thick accent, as it sounds to me, an American and makes the entire call too much of an issue asking them to repeat so many times.

      • Brit

        Agreed, you get what you want by approaching the problem not uttering the “I’ll just cancel….”

  • Bigrn1954

    Yes, T-mobile is certaianly lacking when it comes to caring for their customersand answering letters of complaint.  I have written a complaint about a month or more and still no answer.  I have a usb device I cannot use due to no service in my area and a phone that has no service since I relocated and no help from T-mobile.  I will not renew my contract with them in April, I will be glad to be rid of them…

    • nic

      Have you tried going into a local TMo store and talking with one of those reps to see if they can help you? All of these problems where people say they get no help just dont make sense. I have always been able to get help for all of my issues, and then some. (As for all kinds of help: TMo has even provided me with unlock codes 3 times over the years, and again very recently so that I can unlock my aging handset to be able to give it someone I know who can now use it with their ATT service. They are very helpful with many various issues and no matter what issue I have it always gets addressed!) Back to your issue. You say you wrote a complaint. Why don’t you try calling customer service or going to a store for some live help? But writing a letter for help – where do you think your letter will end up that anyone will call you? I don’t know, I’ve never written to them for help… It seems odd to write when you have an 800-number to call them at or store to walk into.

  • Boysmom

    I spent the day becoming aware of the fact that T-mobile does not care about me as a customer and doesn’t care that I can’t get issues resolve and instead charges me for the issues in spite of my numerous attempts to get them resolved.  I’m so upset I’m tempted to pay the fee to leave.  Unfortunately, it’s pretty close to the total cost of the rest of my months of service.  If you are T-mobile be very careful as they will charge you for anything they can even if you try to resolve. it.

    • nic

      Please enlighten us with what happened to you. TMobile cannot just charge people for ‘anything they can’. That doesn’t make one bit of sense. What are you talking about – what did they charge you for that was wrong?

      • Nschmitz2004

        I had family texting put on my plan family which was 20 dollars monthly until I caught it and demanded they credit me and fix it NOW because as a standard I have texting blocked on all the lines of my family plan so why is that on there?
        Service has definately slipped the past few months many errors were made when I renewed and upgraded several phone calls later I find they never billed me for my phones. Plus I cannot understand many of the reps anymore and today one of them transfered me to the automated system because I called to inquire about an automated text sent to be by them. He couldn’t answer the question so he asked if I wanted to speak to that department. Which turned out to be ROBO phone system? really upset. Serious issues with training:(

      • Cplgil

        They did the same to me and told me I have to pay the mistake and they will credit the $204 mistake in future bills, I told them they are crazy to expect me to pay the mistake and wait for a refund and he told me if I dont they would shut off my phone, what a ripoff!! Tmobile has gone for first to last in customer service .. 

  • Jc

    T mobile service is getting worst by the day. I can’t even get to any customer service when I call 611. All you hear is a computer noise going crazy in the background. I can’t even talk and browse the internet at the same time anymore! Getting alot more droped calls now, I am planning to switch 5 lines to a different provider. Definately NOT ATT. They are the worst, and I am saying that with experience.

    • nic

      What does that mean? You can’t reach CS when dialing from your handset and every time you do you get (what you describe as a fax) PC noise. I think you are full of it, just saying whatever thinking people buy into your BS. I have been with Cingular (long ago), AT&T, Sprint/Nextel, Verizon and TMobile. Verizon, I simply had a pre-paid phone with, not contracted. All of the big carriers pretty much the same. Also, I’ve always thought TMo had the nicest CS in that they were easiest to deal with. But I do not buy a cell phone based on the carrier CS, nor do I call CS that much because I read the contract, go online to my carrier website to read their info and go to their help/forums. I seek outside forums and I read my manual. I know what I am signing up for before I sign away and if there is any surprise, I won’t hesitate to call, but I won’t try to go all crazy on the person at the other end. You have to give people a chance to help you and to resolve the issue. You also have to call right away, never wait for any reason because waiting in itself can push you over to a new cycle that cannot get any monetary issues fixed, if applicable. But i don’t understand how anyone can say TMo is getting worse by the day and not cite any real problem and then say they are changing 5 lines to another carrier. Then just change if you are so inclined. But why do you change based on customer service? Just how often do you call CS? Be careful about calling too much with other carriers because I recall an article about 2-3 years ago that was big news about one of the carriers dropping a customer for calling CS way too often.  

    • Nate

      Lately, I can’t even get to a real human without trying several times. The IVR system is much worse than it used to be. When I do get to an agent my call drops. They promise to send out techs to the area to look into the dropped calls, but it is not getting better. Service became unbearable about three months ago. Prior to the past few months I have always had a good experience with both phone service and customer support

    • yezz07

       I been trying to contact CS for the past two day. I read the contract but I am calling to remove the pay-per use data added to two lines in my account and the website is not allowing me to remove it.

      • Brit

        t mobile is crediting all pay per use data, it may take a few months but you will be reimbursed 

  • trish

    I have reported T-moble to Ftc & Legal & cousmer , and more I had a plan that ended in 2 yrs. I got it for my grandson in college ,before getting it I explan I will get it if I can change it over in 6 months because he will be working she said yes after 6mnts. called back I was told that she is no longer there,and it was noted but they dont know why she said yes ,because they dont do it ,called back almost the whole 2 yrs. because I also told them not to let him get anything if they cant change it over to him next time bill came they told him he would need to go to a store  gave him a 69.99 plan without asking me and change the phone phone got broken t-moble told him to bring it in and next thing t-moble said he need to buy a new one because the Tech can not fix it , still noone call me ,He was told His name is on it so he can do what he wanted ,after I told t-moble He can only have excess to pay His bill so I asked in 1 year when will my contract end t-mobile said July 20th  another said july 21th this is why I start calling every month and the day before and the day after,the day before I said make show you close the acct. and I called the next day said the same thing there said it is close .in September I got a bill 220 ? dollars  in Sept..296.in oct. after talking to the supervisor He said well we still go month to month I said after the contracted ends and the person said why should I renew  He sent out a bill that week for 396.00,  I called then  one of the customer servicesaid  if i rewnew she will only let me pay for july august & september  39.99 the org. plan I said why when He dont even have your phone or service since june when it drop in the toliet    she said well I am just tring to help you ,I told her I will talk to legal person and they did not send another untill , then I got a mail from some collector from another state saying the final bill is 396.00 all the bills I have said final bill now I get another one says final bill from t-moble 434.70 after the frist bill said final bill due 220.00 problem if I had owe t-moble any money why wait untill September to say I owe money when His phone bill every month would be 90.00 something dollars they had him paying for the phone he gave back and a new phone saying the one they told him to bring back that was not working and tech told him could not fix it because he had insurance on it just get a new phone .look at the cosumers report and you will see I am not the only persons 100s of people .T-moble will not end the contract when ask to when it is over .

    • nic

      You know what? Your post is somewhat confusing. You are on here complaining and none of us can see your statements nor were we there for any of your conversations so it becomes difficult to understand what the real issue is with the way you tell your problem.

      If you sign a 2-year contract it never ends in 6 months, and no rep would have said that it does. I mean, that simply doesn’t make any sense. I don’t even know where to begin; you clearly do not understand how contracts work. Just re-read your entire post.

      If your grandson was supposed to have been the owner of his contract, TMo would have needed his name, address, social security, etc., I.D., so they could have done a credit check on HIM. And he would have needed to initiate that, not you, or anybody could just start cellular contracts in anybody’s name as long as they had their info. Just doesn’t work that way.

      If you want to know the expiration date of your contract, read your contract. Two years is 24 months. When did you start your grandson’s plan? It will all be documented and noe of that can be changed.

      As for all of your bill amounts, how many handsets did you buy? And did you spread out the cost of that (or each) handset over a period of time in your billing cycle? There are other fees as well that over and above the monthly plan when you initiate a plan and get a new handset. And there are taxes and taxes per each month. Also, is he downloading files (ringtone, games, apps, etc) that cost money? Is he going over in his monthly minutes? Is he roaming? Does he reside in and use his handset in the same state as you set up his plan in? you didn’t send the phone to him in another country, did you? And if you do not pay in full each month (I don’t know how TMo handles all that – I pay in full each month) any balance carries over and possibly accumulates with penalty fees. Also, if he gave any phone back he would have done so first via TMO, getting approved to do so then TMo sends the replacement and he would return the phone in the same box but using the prepaid postage and label TMo provides, and he would have gotten an RMA number, which you and/or he would/should still have in file as proof, and TMo follows up with an email, a phone text to that handset, and maybe, if you do not have an email, a snail mail letter. So did he or did not return the old phone? You would have proof with all of the latter info.

      Lastly, when your contract, 24-months in your case, as you stated, would end in 24 months. If you do not cancel your phone number or port over to another carrier with that same number where you would begin another new contract with another carrier using same phone number, then you’ve done nothing and TMo will take that as you intend to remain with them on a month to month basis, No contract – you can quit whenever. But you still pay the same rates as per your previous contract. You are simply no longer obligated to remain with TMobile.

      Please take some time to try and better understand your contract and how it works as well as the month-to-month option when you remain with them after your contract expires.

      • nic

        Trish, I’ve re-read your post and am wondering if you cancelled your contract BEFORE it’s expiration? Because if you did there is a cancellation fee. And depending an where you are (were) in your contract (how far along) when (or if) you cancelled, the CA fee’s vary from $200 to just $50 per line. Also, Trich, TMo does not tell you to bring back your handset. YOU must call TMo customer service and they will attempt to fix the handset with you over the phone by having you do a series of tests and whatever. If and when that rep determines your handset to be ‘defective’, and only then, the rep will initiate a trade-in and guide you through the protocol to return your handset and receive a replacement; which will be a like phone unless one is no longer available, and the rep will discuss another handset as replacement. It all has to be pre-approved and if you spoke to someone in a store, that person was just telling you call CS becasue they believed your handset to be defective. But you must call CS to initiate that transaction. Lastly, if you have a specific issue with TMo, then stick to that issue. It is irrelevant what “100’s of other people think or say” and that makes no sense nor lends any credit to your billing descrepancies. It really does sound like you do not have a clue what was going on, that you do not understand what you signed up for.

      • Geocrosby

        nic you say you dont work for TMOBILE?

        • nic

          No GeoCrosby, I do not work for TMobile and never have. I don’t even live in the same state where their offices are located, nor any of their call centers. So what is your point besides trying to start trouble, huh? Maybe you should go and read some other 3-month old comments to post your nonsense. And just for the record, GeoCrosby: It sure would be one of the longest and most boring out-of-state commutes for me to work for T-Mobile or any of their call centers. Also, to satisfy your curiosity, GeoCrosby: I’m not a clerk – not even a customer service clerk, or call any center operator. I don’t work in sales or retail – never have. I went to college and grad school. The last 17 years of my job involved international business travels. At this point, GeoCrosby, I’m not concerned enough to tell you that I outrank those positions so greatly I’d be overly qualified to work such positions. Hope that is satisfactory enough for you. By the way, GeoCrosby, had you read more of my posts you’d have seen the one where I stated that I am no longer even a T-Mobile customer. After my (family) contract expired I signed up with a different carrier to take advantage of a better deal. I have 4 lines.

        • RWebber

          For someone with such a high ranking occupation as yourself nic, you sure have a whole lot of time on your hands to write the most wordy responses in favor of T-mobile. Why, taking just a glance at the posts for recent months you have succeeded in providing complaining T-mobile clients with the highest number of detailed responses. If you aren’t a T-mobile rep (as you claim you aren’t), T-mobile should definitely consider hiring  you onto their customer care team. Though, I suppose once they actually read through your responses they would refrain from doing so since you come across condescending, arrogant, and plain rude. Where ever you work nic, which ever position you’re in, empathy will take you a long way. 

        • Anonymous

          rwebber, nope, not a rep and I don’t shive a git about TMobile. I am retired and I would never even consider working for TMobile, period. Stop assuming things that just because I get email updates for this website and occasionally make a reply that I have an abundance of time on my hands. So why is it that you need to take this so-called customer service complaint board and run in this direction with it? Is being a jerk all that you are good at?

  • Omnipoint Voicestream

    The Customer Service is horrible, especially if you don’t have a contract (no contract monthly 4G account).  I suggest that you use that CHAT service off of the T-Mobile homepage for customer service or technical support.  While T-Mobile will not disclose where their reps are located, I believe these guys are located in southern Ontario, Canada.  Now, why they don’t put these guys on the phones to speak to us is odd.  They should have the reps abroad do the on-line chat help and let the Canadians speak to us!

    The on-line chat help is a bit hard to find.  Scroll to the bottom of the main page and go to CONTACT US and you should see a chat option.  Here is the direct hyperlink:  http://www.t-mobile.com/Contact.aspx

  • Cplgil

    I have tmobile for years and the customer service was excellent but the last year it is horrible!! Also it sounds like they moved customer service to another country, They try to add on extra charges and hope I do not notice, T mobile is a ripoff!!! 

  • Vettgetter

    who are you trying to fool?? No doubt you are a tmobile employee!!

    • nic

      You must be the leader of your own idiot club…

  • Org

    Awful.  New automated system finds any reason to hang up on you, refuses to take you to a human at all costs, and will make you answer its questions first (about your payment methods, etc).  And they’re poorly trained.  I was elevated to a “manager” because a CSR couldn’t help me and after the manager had no ability to help me (I wasn’t receiving texts and wanted to reset my password to the website…but to do that they only send you a temporary password…as a text ) she derisively said, “Just go back to watching TV.”  It was uncalled for and rude and the least professional thing I’d ever heard from a “manager” on a call-in line.  I won’t be with Tmobile much longer.

    • nic

      Org: whenever tmobile sent me my password it was always done as a text message, and it was my actual password, not a temporary one that I could re-set. From my own personal experiences with passwords, someone should have been able to reset your password simply by using, say, the last 4-digit of your phone number, or something other you might agree on as a temporary passcode to get you logged in where you could then set a new one if you were unable to receive any texts to obtain said passcode. But you must be the owner of the account and be able to answer their questions for security purposes. If you are the owner, and based on my experience with that, I would simply call back and just begin the process again no matter how stupid it seems to do so. And for the rep not helping you, someone should have been able to do so if you are the owner of the account or have access to the account. It’s all there on the website. It worked for me that way as late as October, this year.

  • Esander394

    I cancelled my account and after having service for 8 years and giving them over 10k they stole a full month for 5 days of service because its in their contract that they can if you port the number out. tmobile sucks.

    • Brit

      If you are going to port your number out your cancelling anyways. Your not a loyal customer once you leave. It is in their policy and its like a cancellation notice, your not loyal to them anymore, why the in the world would they credit you. If you came back than maybe. Would you give someone something if they left your company.

      • Sejames01

        I hope everyone can see that this is a t mobile customer NO SERVICE web blog with THEIR reps replying. Look at all the responses. It is funny and sad. Let’s go to other sites like Rip Off report and others

        • nic

          I’m not so sure that ‘Brit’ is an employee based simply on that comment. To me, it doesn’t sound professional, but more of an opinion. Though I am not an employee of any cellular business, I’m making an estimated guess about that. And I don’t know ‘loyal customer’ actually is supposed to mean in that case. I, for one, am not loyal to any cellular carrier. I take the best of what I can get for what I want, and when I can no longer get the best deal for what I want, I move on. It’s all business, and businesses know that. Tmobile has and still does offer free phone upgrades, and they also give discounts toward their nicer phones based on your longevity in your said contract (after 11 months, after 22 months, or something like that). The hugely subsidized deals are not typically done by the actual carrier, but a third party, say Radio Shack, WalMart, Best Buy, Target, and so on.

          Anyway, if you read the topic of this board, this is about customer service taking a turn for the worse. Customer service isn’t the same as company policy and what’s in your contract, etc.. All of the major carriers get us with these costs in one way or another, and one way to avoid it is to not sign a contract (or don’t cancel early, etc., etc..). Obviously, if we sign a contract, we are, for the most part, legally bound by said contract. Think about that. It doesn’t matter if we don’t agree; just don’t sign if you don’t like what you read. All of these types of issues that people are complaining about here, are on other complaint boards about other major carriers as well. My contract with TMobile recently expired and I went with another major carrier via third party vendor just to get the subsidized phones that any new customer can get. My new contracts, the pricing and ETF, etc., and the way they handle existing customers and new customer discounts are all pretty much the same as TMobile.

        • NoMoreTmobile

          No contract with a landline which I went back to.  I am loving the rotary dial phone working again plus not getting the texts for anything and everything.  I also know my phone will not break and require an expensive replacement.  I do have a decent cordless phone which again is not as easily broken or lost.  I agree with Nic.  It is not just tmobile.  It is the lack of durable devices that is a problem.  Mobile companies could be more friendly with their services is my point too.

        • Drewrabinski

          It’s OK to slam the reps but they aren’t allowed to defend themselfs? How convenient.

    • NoMoreTmobile

      Idiots got me too except a full month’s service for half a day.  Wanted to get away from them because of their customer service and requiring a 2 year contract if you change your service in any way.  I am now telling everyone I know about my horrible experiences with tmobile.  I was glad I did not have a contract to terminate.  I even called customer service prior to porting my number to make sure there was no termination fee.  They failed to mention they will charge for the whole month.  Looking back I wish the number could have been ported a day earlier but that was a Sunday.  I guess the full month’s charge of 85 dollars is worth it to remember to never choose tmobile again.  It was interesting when they explained the month charge that they ended by saying “Thank you for choosing tmobile”.  I replied I am not choosing tmobile now or ever again.

    • NoMoreTmobile??

      I take back my previous comment about tmobile.  I actually got great customer service when I called them tonight.  They realized that the billing cycle had ended on a day when I could not port my phone and they are crediting my bill to only what I used which was half of a day.  Wished I would gotten that service earlier.  Because of the person I contacted, I feel there is hope for a possible future with tmobile when they get rid of the 2 year contract requirement for simple plan changes.  I can see the contract requirement for replacing a phone but not changing plan service.  I will keep everyone posted as to if they do what they said they would do.

  • Esander394

    I cancelled my account and after having service for 8 years and giving them over 10k they stole a full month for 5 days of service because its in their contract that they can if you port the number out. tmobile sucks.

  • Bill Berry

    I’ve been with T-Mobile 12 years and prior to that VoiceStream and prior to it PowerTel.  There was a brief window following the Project Dark which the MyFaves plans were discontinued in favor of the Even More and EvenMorePlus plans.  It was at that time some customers were being re-routed to outsourced customer call centers; I can’t speak for others but customer service reverted back to the US and once again I’m not reverted to outsourced customer service with very, very long wait times and not necessarily what I call a new level of aggravation but it’s enough that while I resisted changing carriers; I’m there now.  I recognize and understand T-Mobile needs to infuse money into it’s parent company and T-Mobile USA and changes are necessary but I won’t put up with not being notified changes in the billing and fees without notification.  I’m willing to give them the benefit of the doubt but until Project Dark my service with T-Mobile has been exemplary and customer service and tech support…always a welcomed service.  What is with the 30 to 60 minute wait times now?  I would like to know whether anybody has made the transition to Walmart’s Family Mobile powered by T-Mobile; any complaints?

  • Drewrabinski

    threatening to cancel means nothing and has zero effect whatsoever. A customer is bound by the contract they sign. Read it before you sign and ask questions. You haven’t a leg to stand on if you don’t. The only legal document is what lies within the four corners of that contract. Verbal agreements are non-binding and unenforceable.  It is the customer’s responsibility and duty to monitor their own account regularly. Not call at the end of the billing cycle screaming for a credit. If you monitor your account every day or couple days you will see any overages and will be able to stop them. But, no it’s always someone else’s fault. It is your legal right to ask for a rep in the US to talk to. Exercise that right or put up with service you don’t understand. Last but not least all dealers are on commission – they lie. So, be informed of what phones and plans you want, get it in writing and monitor your account. If it isn’t in writing – it doesn’t exist. 

  • Drewrabinski

    It is T-Mobile policy (and AT&T policy I might add I don’t know about other carriers) that if a customer demands a US rep they will receive one. You may have to be placed back in the queque and wait but you will get one. If you do not get that request it is the off shore call center themselves stalling you not T-Mobile.  There are other lines of service other than web chat in Ontario. That Canadian call center is the flag ship of all call centers. The best stats, longest tenure agents, strict adherence to policies  and a willingness to adopt whatever policy their clients put out there with no complaints. Thier training and retraining is constant and extensive. That’s why it is still open and continues to expand.  Makati with their fake Amercian accents and unwillingness to work hard and drop difficult calls has done much to destroy customer service. And, I mean destroy it. They remain open for one reason only – cheap labour. Disclosing one’s location is forbidden not because they may be in a different country, although many choose to believe that, it is done solely for security reasons. T-Mobile’s number one concern is the security of their customers’ accounts. That is why you verify with every agent you talk to even if it is three in the same call. If you cannot be verified you will recieve no information off of the account you are calling about. And, nobody cares if you were given info before. If you are not an authorized user now you are out of luck. Kick and scream all you want.  T-Mobile’s number two priority is the safety of their employees. No locatrion is ever to be disclosed. If you get that info it is a breach. Web chat correspondances are recorded but so are all phone conversations. Everything is recorded by tape or in notes and you are beaten over the head with it when you later complain you didn’t say it. It is amazing what selective memory some customers have when they decide they no longer want to honor their contract because they didn’t read the small print or ask questions. It is not the carriers obligation to make you read your own contract it is yours. If you don’t like T-Mobile then go somewhere else or opt for a monthly 4G plan.

    • Drewrabinski

      Sorry to add this separately. With regards to the T-Mobile – AT&T merger… I don’t believe it will happen, certainly not anytime soon. I just don’t believe it. There are always rumors of call centers shutting swirling around everywhere. If that center performs and keeps their stats up they stay employedby the client. The exception are off shore centers employed to keep costs down. North American employess are expensive and require benefits. If agents do their job to the best of their ability – they keep their job. Even if they make mistakes. An agitated customer’s complaint does little to nothing. A center will move mountains to keep an exprienced agent. Call centers are screaming for people to employ. But there is a screening process. The biggest problem is keeping experienced agents. It is expensive training them. Thousands of dollars per agent for just basic training alone. It’s a catch 22 situation. It is a stressful job. Because people go from 0 to 60 over nothing agents don’t stay – they don’t want the bull. Because agents don’t stay the client is forced to hire new agents frequently. New agents are inexperienced and cause delay times which in turn make customers even uglier. Catch 22. Ten percent of the time issues are the fault of the carrier. Ninty percent of the time it is the customer’s fault or mistake. You do not get compensated for your error or stupidity. You might get a courtesy credit once but that is it. The second biggest problem with many customers is they just don’t want to listen. You explain charges and overages or that they declined features that would of given them discounts or warn of additional lines given to third parties that you are responsible for and they just don’t want to hear it. Then there are returned handsets that have been abused or damaged in a way the customer lies about. The carrier knows if a handset is defective and when you dropped it in water and dried it out or just downloaded viruses. It takes time and an experienced agent to help and determine who is a frustrated customer you can help and a customer who lies, doesn’t listen or is just out for something free. Then you run into a customer who has done nothing wrong and just wants service. Not out to get anything free just what they paid for. They stay on the phone with you, be professional and honest, and tough out the troubleshooting until the problem gets solved. Those are the calls you live for. These are the customers you move mountains for.

    • Mindingart

      I called T mobile today and received an American rep- for the first time out of my last nine (infuriating) calls. I specifically asked him how to reach an American in the future, and he told me there was no sure way, and that it “was a complicated process he was not trained to discuss.” Like so many others on here, I’ve been a loyal and enthusiastic t mobile customer for almost ten years, because of the c.s. Now between the robot screening, the difficulty accessing online chat, and reaching people who not only speak unintelligible English but seem completely un-involved in my issue, I am pating the money and breaking my contract. Drewrabinski, I really appreciate your candor, simply because your remarks lend humanity to an otherwise faceless monster corporation. You seem like a smart person: why not take your talents and passion to a company/industry that deserves you? May I suggest Apple? Or better yet a non profit that provides clean water to orphans?… 

  • That5kid

    I used to rave about t-mobile customer service to everyone I knew.  Now every time I call I reach someone in India who tries to get me to use the web site (to solve issues such as a broken phone…) they also try to upsell me on products I do not need (when all I need is technical support).  It takes me at least 20 unnecessary minutes to talk to these people before they allow me to be transfered to technical support (aka an actual helpful person who is not reading a script). This is enraging and I am considering switching carriers due to this.

  • That5kid

    PS- I have been a long time T-mobile customer and was a happy one until this drop in customer service.

  • Rebecca McHugh

    I’ve had frequent billing errors and screwups from them in the past year, so I’ve had to call customer service quite a few times.  After four phone calls to their little outsourced call center in India today (it takes two calls each time to override their system and actually get to a representative), I’d love to throw my T-Mobile phone in the toilet.  Instead of solving the billing problem, the rude rep named ‘Melanie’ tried to slam me with a new contract extension twice, then when I told her no, she mocked me by laughing, and then asked if she could maybe spend some extra time with me teaching me how to actually use my cellphone.  And no, it wasn’t the standard ploy at the end of the call to try and teach you how to use your cellphone to manage your plan.  It was an insult.  We’ve been a customer for years, but once this contract is up, adios!  In fact, I may check (but that would involve more annoying calls to India) to see how much it would cost us to just buy out our damn contracts.

  • Drewrabinski

    I love the way people slam a company knowing full well the company cannot defend itself. Your account is confidential so how does anyone know that what people are  saying on here is the truth? Serve serving – these people know full well the company cannot disclose that person’s account details to defend itself.  ‘I didn’t get my way so I will slander the company’. If your bill is huge chances are you have a past due amount. Pay your bill everymonth. If you are having trouble with that, call in and get a pay arrangement. Cell phones and the bill that follows them are expensive.  If changes cause an extention to your contract then you are trying to make changes that affect your contract. If you signed a contract your are locked into it and expected to honor it. Educating a customer to manage their account is common. Not to mention educating them on their bill. You try to educate a customer to help them manage their own account to keep their bill down. They called inquiring about their bill and you are trying to help them.  Where is the increase in the bill and how can we avoid that charge again or keep it down? They call upset with their bill then when you try to help them with suggestions they’re offended. They don’t want education or help to manage their account they only want a credit. Doesn’t work that way.  All things customers don’t want to hear.  It takes so long to get to a rep because of ridiculous calls cluttering up the cue. Or, repeated calls because the last rep wouldn’t do what you wanted them to do. Every call is notated. What was discussed is notated. Promises – notated. Denials – notated. If a rep releases your call it was because of the zero tolerance the comapnay has toward abuse. Scream at a rep, swear at a rep and you are warned then released – period. No rep has to take your ire because you don’t like your bill. No one sits at the company and adds charges to your bill. The system automatically applies charges based on your contract, features or lack of features.  You get what you pay for and if you don’t pay for it you don’t get it. Your contract is carved in stone. Want to change your contract – pay the fees. Want to cancel your service – pay the fees. You are expected to live up to the contract you signed. Want a supervisor? Please do – it means the rep gets a break while the supervisor re-explains what the rep already told you. 75 % of the callers are legit and a delight to talk to but the overwhelming majority of time is wasted on the 25%  who feel entitled to do whatever they want with their account, ignore the contract they are locked into, call repeatedly trying to get free stuff or just call with a laundrey list of things they have already been told they cannot do. Want to change carriers? That’s common as people run between companies which is their right to do. But, all wireless companies are the same. There are some reps that shouldn’t be reps, there are also some people that have no business having a cell phone. Pay for it or you don’t get it. Use it and you’ve paid for it. Reps do the job they are trained to do, they follow the polices the company hands down. There are always two sides to a story.

    • “Holier than thou” CSRs..


       there are also some people that have no business having a cell phone. ” 

      You’ve got to be kidding. Who are you to make this judgement? Just sit in your cubical and do your job. Just as you say if people don’t like it, they should leave, you should do the same if you don’t like your job. If your company didn’t have problems, then people wouldn’t have to call in. You are a CUSTOMER SERVICE REPRESENTATIVE. The only thing you need to do is provide service to your customers, like it or not. 

      • Drewrabinski

        I love my job. I take it seriously because of the sensitive information I am working with. It is an enormous responsibility having unprecidented access to confidential information. I do it to the best of my ability everyday. I am not simply just answering a phone.  I love most of the people I talk to. For the rest, don’t get a phone you can’t pay for. Read your contract – all of it. If you don’t like it you have 14 days to recind it (30 in California) Don’t have a tantrum  when it is shut off for nonpayment.  Some people HAVE NO BUSINESS HAVING A CELL PHONE!!!! I am not kidding. I stand behind that statement. Yes, I am a CSR not a punching bag. Nowhere in my customer service description or contract does it say I have to take abuse or leave my employment. Quite the opposite. I do not have to tolerate the offensive language, threats or degrading comments and I don’t. Work with me, I will work with you. Be professional and I will move mountains to help you regardless of the situation. Act like a barbarian or diva who thinks it’s OK to be nasty and condescending  and I will do no more than I am required to do then move onto the next call. Scream and swear and I will release the call. Ninty % of the calls I receive are customer self-induced – not the company’s fault. I provide a service until the civility stops – then the service stops, like it or not. 

        • Cmsteph

          I think that most of the people here with common sense are not at all complaining about what little good CS is left w/tmobile. Unfortunately though most of us don’t get the good CS anymore. Trust me I’d move mountains and kill you with kindness if I could get a good CSR like you seem to be…but all I get are overseas people who can’t understand me nor can I understand them and I spend more time trying to get them to understand my tech issue.  Not only that but I do have an issue with a company (and by this I mean LG and Tmobile) having a phone out there that has a known issue of randomly sleep screening and not coming out of it w/o removing the battery…There are people that have exchanged these phones 5+ times and still have the same issue..Tmobile should pull it and LG should fix their crap phone. These are things that in the past I did have a great CSR that would help me out as long as it took to straighten out the issue. Now a days thats not the case. I will say the last time when they actually did transfer me to an American person the call ended so much better. She understood me right away she found that this was a well known and documented issue and gave me things to try. The other India rep took almost an hour and still would come back asking what my problem was after 7 times of being placed on hold and 7 times repeating the issue.

        • Geocrosby

          Had the same 7 transfer experience

        • Jeff

           I’m sure its infuriating dealing with pissed off customers, I can definitely appreciate that. And I’m also sure your quite good at your job, and probably one of those agents that I sigh with relief when finally connected to after 34342 transfers by previous representatives. On behalf of all TMobile customers, thank you! The problem is, that by the time one of us is finally connected to someone who is knowledgeable, polite, understandable, and ready to help we’re already angry because the agents we have previously spoken to have been overall very unhelpful and, excuse the language, complete idiots. Maybe if more CS agents like you existed, there wouldn’t be so many of us complaining on these threads.

    • Geocrosby

      Look Man Tmobile is having BIG customer service issues and you know it….everybody knows it. The whole industry knows it. Ive been a LONG time customer and I know it. The policies they have now are crippling any abilitie to provide customer service. Only a Fool would think that ALL companies are the same. my wife has Verizon and trust me they are VERY different. We Have both been thrilled with thier service.  I love TMOBILE plans but at this this point they are no longer worth it.

      BTW TMOBILE makes PLENTY of mistakes trust me, but thier current rules will not allow reps to fix them.

    • Jeff

       “No one sits at the company and adds charges to your bill.”

      Really?

      That’s funny. I just got off the phone with customer service after 3 hours of back and forth discussion as to why my bill this month exceeded $300. Guess what? There was a random $150 ‘Foreign Currency Exchange Fee’ tacked onto my account. Please, go ahead and ask me if I have anything aside from American $$$ in my bank account.

  • Swindled!!

    Been with tmobile for almost ten years now. Never had a problem with phone service, and customer service “was” always good so I saw no reason to leave. I bought a new phone last month and things have changed for the worse. The phone works great, but they changed my plan without my permission. in trying to change my plan back, they charged my account $438.00!  Trying to work with them is next to impossible now. All service reps have a heavy accent and just keep talking without saying anything. There is no hope for a supervisor, it’s just a long hold until the rep comes back and says they couldn’t find one. It feels like these people are sitting in a closet somewhere and have no actual knowledge on providing support. They just keep re-reading the same information on the bill. I already know the bill amount, I’m calling for help, and there is none to be had. I have to keep calling back until I get someone who speaks clearly, and even when I’m lucky enough to get one on the line, they still have no ability to help, or even explain how this happened. I don’t know how they can change my plan without my consent or authorization, and unfortunately, they don’t seem to know the answer either. The one thing they do know how to do is add huge charges to your account with no explanation or hope of removal. This feels downright criminal and I am considering taking legal action against the company. Tmobile service has taken a turn for the worse, and I will be switching providers as soon as possible.

    • Geocrosby

      Same thing happened to me LOL

    • Pitchingmachineforsale

      Right there with you. For Christmas, my wife got me a Tablet from these morons. We returned it, as I did not want the T Mobile product. This was returned well within the 14 day time period for full refund and no contract.

      A few weeks go by and no refund into the account. Call Customer Service only to find out hat if I had not called they NEVER would hav begun the refund process. This, plain and simply, is theft.

      On top of that, two weeks later, they decide to withdraw money from my bank account for a service that is not being provided. After 11 transfers, I finally get someone to agree with me and a refund will be granted.

      I have sent blast emails to any email I could find on the Internet. Calls from Corporate are just as useless as customer service.

      I have sinc exiled complaints with the Florida Attorney general, my Congresswoman and my Senators. I have also filed complaints with the BBB.

      It is my plan to follow thru and accuse these people of theft. Had I not been watching my account, this would have happened month after month.

      This company is horrible. I hope and pray they go bankrupt, so I can get out of a contract with the phone lines I have with them,

  • Cmsteph

    I’m not going to complain about contracts or additional charges…however I will say Tmobile was the one company I always praised to all my friends for their CS…however these days it is very aggravating for both parties (customers and the CS reps) I can’t understand them and with all due respect to them they really can’t understand me or my issue. It’s not fair for anyone involved. However having defended their side I will say again it’s very aggravating to try to get any information or tech support. As for someone that said you can demand a US rep..I have done that 4 times I’ve called. The last time I will say that they finally did give me a US rep but the other 3 times the call center did not. I would say I’m not going to blame Tmobile for that…but as a company paying a call center for outsourcing it is Tmobiles responsibility to make sure that they are doing quality work and they are doing as is asked of them. If that call center isn’t sending people to US reps as they have demanded then I say Tmobile needs to take care of that. Just because they’ve outsourced overseas doesn’t mean they somehow are no longer responsible for the quality…

  • Jms634

    yes, they suck.  I dropped them and now can’t pay my bill……

  • Buffyluvrr

    Could not agree with you more, Smsteph. As much as I would like to work with the foreign customer service representatives, it just comes down to basic communication problems due to the language barrier. I’m not sure when these companies will get it. Also, I’m getting spammed on a weekly basis by T-Mobile to my non-contract account. I guess selling my name/# to companies is how they are now adding to their profit margin.
    p.s. I know for a FACT that it is T-Mobile as I have given no one my cell number.

  • SVR

    Tmobile customer service reps are NOT indians, they are Indonesians and phillippinos.

  • Pahrumploon

    Tmobil SUCKS today, it SUCKED yesterday AND IT WILL SUCK TOMORROW!!! I was tricked into a two year contract, WHEN I TOLD THEM I DID NOT WANT ON CONTRACT because WHY??? Tmobil sucks! I had a SUPERVISOR tell me that “It is unfortunate this has happened, yes you were DECIEVED BY OUR REP & HE WILL BE DEALT WITH, but once your on contract, we can-not take you off. It IS IMPOSSIBLE!” FREAKING LIARS! ANYONE who uses Tmobil as thier carrier, after reading MILLIONS OF COMPLAINTS FROM TMOBIL CUSTOMERS, is nothing less than a MORON and JUST ASKING TO BE SCREWED!!!! Go ahead, type in your search bar, “Tmobil sucks, Tmobil screwed me, tmobil decieved me, Tmobil ripped me off, Tmobil tricked me, ETC.!!! Add one of your own! You will see why TMOBIL IS THE ABSOLUTE WORSE CARRIER ON THE PLANET!!!!!!!!!! THEY LIE, DECIEVE, USE TRICKERY, THE REPS ARE TRAINED TO “GET THAT ACCOUNT REGARDLESS OF HOW YOU DO IT!!!!” I KNOW THIS FIRST HAND! I AM ONE OF THOSE MORONS! I have been with tmobile 17 years. Did I learn after the 1st time I was Decieved? NO! NOR DID I LEARN AFTER THE 2ND, 3RD, 4TH, 5TH, 19TH, 50TH, 100,S & 100’S of times, OVER & OVER AGAIN I KEPT TURNING AROUND AND BENDING OVER SO TMOBIL COULD REAM ME AGAIN & AGAIN, AND IT DIDN’T FEEL THE LEAST BIT GOOD EITHER! TAKE IT FROM A FREAKING MORON!!!! DROP TMOBIL LIKE A __CKING HOT POTATO WHILE YOU STILL CAN!
                                                                     

                                                                       SINCERELY SUBMITTED TO PROBABLE
                                                                       INNOCENT, UNKNOWING TMOBIL CLIENTS
                                                                       WHOM WILL BE REAMED THE SAME WAY I HAVE
                                                                       BEEN BEING REAMED FOR MANY YEARS!

    • What Tmobil? I know a T-Mobile, but not a Tmobil. What is this Tmobile you speak of?

  • PJM

    Drewrabinski’s comments have merit but he must realize that people have already reached a breaking point of frustration by the time they make the call. There are good and bad CSR’s and I’m certain he is one of the few good reps who remain. Unfortunately, Drewrabinski, you are a rapidly vanishing breed! You cannot defend a company that creates a situation where the customer has no recourse to resolve a valid issue. CSR’s with TMobile are prohibited to provide contact information for customers who receive poor customer service or have a problem that exceeds a CSR’s scope of authority. So I ask you, what do you think that will do to the end user’s frustration level? It will not reduce it. You are completely right when you state that nobody should ever shovel out abuse nor should you tolerate receiving it simply because someone wants to behave in a childish manner. That said, TMobile has gotten very bad in recent years. I must confess that I was extremely frustrated by making repeated calls because of poor service only to repeatedly hear how they were rated #1 by JD Powers. At least they cannot say that any longer.

  • Kindrlmg

    So I went through and read a lot of these posts and it appears most people have the same complaints in regards to tmobile.  Now I’m not new to the phone contracts but I do know what I want and what I don’t want and I’m pretty good about being clear.  I have 4 phone lines and planned on cancelling one of them off.   Last year my daughter wanted a new phone and she was eligible for a upgrade so I called and got an english speaking woman who was nice enough.  I explained what I wanted and ordered the phone that I wanted for my daughter.  The CSR said that my current rate plan appeared to be out dated and she believed that she could update it and save me money.  I told her I would be interested as long as it did not change the contract on my son’s phone and she assured me it would not.  I completed my transactions went through the steps required to which I repeated several times this would not alter the contract on my son’s line and was repeatedly assured it would not.  About a week later I was online checking my account and saw my bill showed I was going to owe over $800.00 and considering the phone I purchased for my daughter was an upgrade I knew something was wrong.  When I called back the person I got explained whoever had made the changes to my account forgot to add texting to it and that’s why the bill was so high and he could easily fix it.  I thanked him but again told him to ensure whatever he did would not effect the contract dates on my son’s phone and he assured me they would not.  I’d also like to mention that I inquired and had verified during each conversation that his contract would terminate May 2012.  In Dec my son broke his phone and I was considering getting him another one which I knew would extend his contract even though I had previously been adamant about not extending it so I called tmobile to see what kind of deal I could get on the phone he wanted.  The person I spoke to stated that yes he was eligible for an upgrade but his contract was not up until Oct 2013 that when I upgraded my daughters phone and changed the plan it renewed the contracts on all 4 phones.  I told the guy that I had been very clear about not wanting to do that and he stated I agreed to it.  Apparently when they transfer to that other person and you think  you’re just renewing the line you’re calling about it can be for all lines and there is nothing you can do about it.  Since it’s not actually something in writing for you to read and physically see to make sense of you’re just screwed because it’s as binding as a written contract.  I was told I could write to them to dispute it and they would re-consider the extension of the contract on that line which I did.  Big surprise they denied it.  I’ve been a tmobile customer for about 10 years and my son would have probably stayed with them as well just on his own contract but now since they allowed this to happen they have for sure lost me and all 4 lines and I make sure every person I know understands that they are a pretty shady company. And if they have any doubts I point them to websites just like this so they can read for themselves.

    • Sweeety333

      OMG!!! Your story is identical to mine.  My son broke his phone..I went into the store to get a new phone.  The guy in the store found someway to give me a new line so I could get a phone at a cheaper price.  I have 5 lines with Tmobile that were all almost up on the contract I know because I checked because I wanted to get rid of a few lines.  So I accepted the fact that I was renewing the contract on my son’s phone but didn’t realize that what ever they did renewed the contract on all 5 lines.  Apparently the guy did a rate plan change that renewed the contract on all 5 lines!  I was told the same thing send an email to dispute contracts and sure enough they denied me.  Why on earth would I renew 5 lines 3 of which were not being used and I was just waiting for the contract to end to cancel them.  Now I’m stuck paying for each line because the promotion..kids talk for free was up and after a year you start paying for the line.  I have a huge bill every month and I can’t do anything about it unless I agree to pay the 200 dollar penalty on each line. 

      I have been with Tmobile since they were omnipoint and voicestream.  I never even thought twice about renewing my contract with them…the customer service was outstanding.  Now they have outsourced the customer service they are doing shady things to keep people in contract and If i had the money I would cancel all lines and tell them to kiss it.  But I am going to wait it out and as soon as this contract is over so is my relationship with tmobile.  I’m done with them. 

  • Yorker100

    T-Mobile is terrible the customer service is useless. Beware they will try to hit you with a 2yr contract if you make any changes to your service. If you manage your account online and add any additional service Mobile Web, Change in Minutes, etc. This company is totally unethical.

    • Lazzer34645

      yes i did 2 yr and they aree buttfuking me as we speak!!!!

      • T-Mobile

        How did you get anal sex added into your contract ?

  • unhappy t mobile bill payor

    t mobile cuss. care demands you to forcibly change account code to acess your account but does not accept code change as complied with new rules. having great difficulty talking to right person through 611 MESS……..  then find the 24 hour number is outside of business hours and is closed….. silly me trying to just pay my bill before due date…. need a revamp of customer care or I need to pay my bill somewhere else….. unhappy t mobile looking for better customer ease of access or a real person to talk to….  employees…. is your whole bussiness…

  • t mobile problems? my t mobile

    I should have read other peoples comments before renewing my contract….

  • Disappointed about tmobile

    T-MOBILE Stole my Money and I didn’t use the service.
    I purchased a non-contract SIM card and they put it in my iPhone. 
    I walked out of the store with a non-working service but was told to go home and my phone would reset and it would work after 30 minutes. 
    I returned the next day and explained it never worked. They sent me to a 3rd party store to have my phone checked. That 3rd party would charge me $80 to add a software then MAYBE it might work. 

    I opted not to pay extra $80 and return the un-used SIM and go elsewhere. 
    That’s when all hell broke loose…

    They refused to return my money even though I never used the service.
    How do you keep a customer’s money who has not used your product or service. 

    I have a heavy twitter and facebook account – this will not go unnoticed!

  • BadBusiness

    I spoke w/ T-mobile about canceling my web stick back in December and endured plenty of BS offers to stay — after refusing them all, they said my service would be cancelled (my contract was up so no termination fee).  I just checked and I am still being charged.  Here’s the kicker – after calling to complain the only thing they said they could do was cancel it on the 24th of this month (i was initially told 12/24) because there was no note in my account about the cancellation BUT THAT IF I WANTED TO STAY THEY WOULD GIVE ME [BLAH BLAH BLAH] because they wanted my business — the same crap speech I heard back in December.  I told the woman that if they wanted my business they would cancel it as of december – when she refused, I just lost it and cancelled everything else w/ them.  I’ll pay the $200 termination fee – but will NOT do business with a company that acts like that.  

  • Nocontact

    Part of this change is that when the automated system does not comprehend what you want, it says “I’m going to end this call now” and hangs up on you.

  • Ingisurfs

    I used to LOVE t-mobile and got an outsourced agent today who couldn’t even speak to me! UGH!

  • Kate

    WORST CUSTOMER SERVICE IMAGINABLE….. On hold, rude service people—and totally incompetent with tech support

  • Tyler Durden

    I just switched to Verizon… I’m still getting charged. I’m headed to a t-Mobile store to physically threaten someone who works there tomorrow… I don’t care who.

  • Guest

    I’m so done with this company. When my contract ends they can kiss my @$$ goodbye along with the rest of the people who realize what a sh!tty company they’ve become. I used to be so devoted to tmobile. The products/incentives WERE top notch, the service WAS outstanding and they USED TO actually care about the customer. 2 years ago when i first got the mytouch 4g i had 15.7mbps Download/6.4mbps upload. As of a year and a half ago I now have 2.3mbps down/0.10mbps upload. I’m beyond pissed and the explanation they provide is “it’s within the normal limits of my 4g device”?!?!?! WTF? 

    This company has nosedived into a massive pile of feces and is no way in H3LL climbing back out with my help any further. I now spread the word of disgust instead of praise and i do everything in my power to ensure they don’t drag another person down into this nightmare service they provide. 
    The new routing system make my blood boil too. That stupid @$$ thing hangs up on me constantly so by the time i actually get through to a person i’m so enraged that i have to fight the urge not to verbally abuse the poor rep on the other end of the conversation who had no say in Tmobile’s Executive decisions to give 2 less FU(K$ about the people they claimed to care so much about.

    I’m so sick of corporate America putting shareholder profits ahead of the people who made these companies what they are today. Our government likes to consider these scumbag corporations “people”; these “people” need to be lynched in the street and shareholders who push for a bigger return on their investment versus a better product/service/experience for the people need a couple of good lashings for encouraging this behavior in today’s corporate society. Everyone likes to say that capitalism is what makes America so great. You’ll soon realize that the capitalism of today is what’s crippling our country. How about screw all of you!!! How much profit does a god damn company need to make in a quarter/year? There comes a point when the number in your bank accounts is so large that it matters none because you have practically unlimited funds. People in America pay 3-4 times more on just about everything, except for maybe fuel, than everyone else in the world. How this ok? You jerk offs that want to justify this saying the cost of infrastructure is so high? Really? Is that why the infrastructure is still being built all the while shareholders are still collecting record profits? Your arguments are BS and you are likely the one of the privileged few who are benefiting from those profits; likely because your rich @$$ grandpa left you a comfy little nest egg allowing you to invest.

    Tmobile Execs: if you read this website Take note at what is being said about your decisions for your shareholders.

    The Rest of the Execs out there: You SUCK!!!!!!! 

  • GSM CDMA

    @ Guest. I agree with you about everything, except the cost if cell service. It is much cheaper in the USA. Look at Canada where they still have roaming fees from city to city and province to province. In Latin America they majr less and pay more for calls. The price of cheap phone calls in the capitalism model is poor customer service.

  • Julie

    Just on the news today that all the major cell carriers are identical! So if you are complaining about ‘one problem’ with T-Mobile, then so are others complaining about a same issues with another cell carrier. No cell carrier is better than another.

  • Itsferris

    I work for T-Mobile myself, and I know that the problem is that the company makes us have a specific time to solve the problem and end the call. So, if we can’t solve it right away… sorry, we will transfer you and get rid of the issue.

  • peppershaker

    I talked to some foreign customer service agent for eight and a half minutes trying to find out when my 3 phones’ contracts were up, as I’m really frustrated with t-mobile after being with them for about 9 years (since before it was t-mobile) and will change when they are completed.  After over 8 minutes of her not understanding me, I politely asked if I could speak to someone who understood English.  She hung up on me…

  • Debmeyer1025

    I purchcased the best phone from your “flat $50.00/mo plan and a motorola blue tooth explaining that I drive comercial vehicles and must be “hands free” .  Tthe representative at the Strongsville, Ohio store was very nice and paired the devices.  Within two weeks I retured to the store saying that I couldn’t voice dial but that it would redial the last number and although I could answer, the device would only give the phone number, not the name of the caller.  Another representtive gave me a new blue tooth.  The next week I returned saying that I must have a recessive dud gene becuse I still couldn’t voice dial.  The representtive worked for about a half hour at which time I left the phone and blue tooth having a prior commitment.  When I reutrned an hour later, I was told that the phone would not support voice dial although I could get the phone out and tap an app – what part of hands free does that help with the  $2500 fine.  My other option was a $50.00 upgrade – with a sorry about that,  I am too upset with the lack of technological knowledge of the equipment sold to consider upgrading at this time.  I’d rather have to pull my truck over for every call  than put one more dime into this program, 
     

  • Donna Dondzik

    I just left the company as a CSR because they are just concerned with upselling their customers not resolving problems.
    Any company that is genuinely concerned with their customers would not give their rep.’s only 6 minutes to be on the phone with a customer.  They tell us to RESOLVE but it is usually impossible to do the job right when you do not have the mindset that we should take the time we need in order to make sure the problem is solved, or the customer is happy.
    Also, putting 18-20 year old kids on the phone that only care about getting a bonus and looking good that day on the stats so they are not embarrassed by being on the bottom of a list that is posted in the work area, is not a good idea.
    I could not go to work everyday knowing that I work for a company that cares nothing about building long-term relationships or solving the problems correctly.

  • LADYTIEGUE

    TMOBILE SUCKS ASS!  I SHOULD NEVER HAVE ALLOWED THE LYING SALES PEOPLE TO TALK ME INTO A PHONE THAT DOESN’T WORK AND 2 YEAR CONTRACT, NOW ON MY SECOND PIECE OF CRAP EVEN AFTER THE MANUFACTURE OF THE PRISM SAID THEY HAD DEFECTS THEY WANT TO SEND ME ANOTHER ONE! FUNNY HOW THE PRISM IS NOW DOWN TO $20 BUCKS, THEY ARE GOING TO UNLOAD THEM ONTO THE UNSUSPECTING PUBLIC KNOWING IT IS DEFECTIVE…  I HAD THE SAME ISSUES ON BOTH PHONES AND THEIR SOLUTION IS TO SEND ME ANOTHER DEFECTIVE PHONE…UNFREAKINBELIEVABLE…DESPITE THE FACT THAT A VERY RUDE MANAGER WAS BLAMING ME FOR IT NOT WORKING…THIS COMPANY IS HORRIBLE I TRULY HOPE IT GOES DOWN THE TUBES…I CAN’T WAIT TILL MY CONTRACT IS O-V-E-R THEN YOU CAN KISS MY ASS GOODBYE

  • Ukdutypaid2008

    its a right lot of bollox

  • Very unhappy customer.

    I have been a T-mobile customer for a period of 2 months. During my first 2 weeks they messed up several things on my account, I got horrible misinformation from SEVERAL reps, and they charged me $160 more than I was told I would have to pay on my first bill. I spent about 6 hours on the phone with overseas reps who apparently have no power to make any sort of compensation for their mess ups and aren’t even capable of accessing all of my information for that matter. T-mobile has been the worst customer service experience I have had in my 30 years on this planet. DO NOT GET A PHONE THROUGH THIS COMPANY!!!!!

  • jilliebean

    Bought the S4 yesterday (5/8/13) for my husband. Paid in full plus bought accessories. I told the salesperson I needed help transferring all of the data, etc…was told they did not have the capability to do that but gave we a website to go to that would walk me through the process. I indicated that I was not very good at these things and was assured it was VERY easy.

    Well, it was NOT very easy. I called the store today to get help and was told they had a long line of customers and I needed to come into the store (by the way, this was after being put on hold for a long time and then “losing the connection” calling back and being put on hold again). I indicated that I was a customer too but they insisted they could not help me over the phone. Hey T-Mobile here is a suggestion – DON’T release a new phone that customers pay $600+ dollars for and then refuse to help them set the new phone up.

  • georgeknuckles

    It’s a telco, so who gives a crap. Oh that’s right, we’d rather be corporate slaves rather than support open standards and real competition.