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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  • 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.

  • http://twitter.com/WillieFDiazSF William Diaz ?

    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!! 

  • http://twitter.com/KARMA773 Karma

    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.

      • http://twitter.com/KARMA773 Karma

        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.

  • http://themainsource.net/ wayne

    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. 

  • http://twitter.com/therealraduque rm

    Dammit. I got rid of flexpay so I would wouldn’t have to talk to people in India anymore >=|

  • http://twitter.com/therealraduque 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!

  • http://twitter.com/therealraduque 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.

  • http://twitter.com/iGNetworks iGNetworks

    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.

  • http://twitter.com/KARMA773 Karma

    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 !!!!!