T-Mobile Drops, Verizon Picks Up, Top Customer Care Award

It’s that time again, time for a new J.D. Power and Associates‘ semiannual Wireless Customer Care survey.  T-Mobile has grabbed the top spot quite a few times, but this time they were eked out by Verizon.  T-Mobile still grabbed the second best position, and remains above average (*cough* AT&T *cough*).

CNet

 

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  • Anonymous

    So if VZW has the coverage, speed, device variety, and customer service… TMO is left with…??? lol  Oh yeah… Price

    • Nysedfag

      Verizon still takes a long time to come out with a new device…

      • Richardthegrape

        That’s probably why they sell so well though, other then the good marketing.

        They take so long to come out, that the hype for those devices build up and makes there customers want them that much more.
        Just a thought.

      • Anonymous

        Their LTE phones have been coming fairly quick.

  • Anonymous

    So if VZW has the coverage, speed, device variety, and customer service… TMO is left with…??? lol  Oh yeah… Price

  • Anonymous

    I can’t wait until T-mobile gets aquired by AT&T.  I’m looking forward to working with the worst customer care group!  It’s so exciting!

    /sarcasm

  • Hating.

    I’m surprised tmobile did this well, there customer service is not the same as it once was, and no i dont want to add caller tunes for only 1.49.

    • Carl

      ATT is already starting to rub off on our t-Mo.

  • Dagurlofurdreamz76

    Well I guess it all depends were u live. I live in los Angeles and I been to 3 at&t stores and 3 t-mobile stores and 3 verizon stores and 3 sprint stores in 1 day . Here’s how it went with me in the 3 at&t stores right the moment when i walked in someone nice came up to me and told me if i needed help with anything they were very nice. Now in the 3 t-mobile stores I walked in they just stared at me in a rude way and turned around and gave me there back. After 10 minutes of walking around like a dumbass I screamed out loud dammit isn’t anyone gonna help me buy a phone ?? Also the store was alone When I did that some gurl came over but she was not in the mood she was very rude. In the Verizon stores same thing they were very rude. Last but not lastly sprint same as at&t they were very nice and friendly. I know its not like this everywhere like I said it depends were u live.

    • TmoFan

      Maybe they realized how uneducated you were and didn’t want to waste their time with you. Girl, not gurl. How can they tell you if you need help? They would ask you I’d you need help. Learn how to communicate, I’m sure you’ll get great service everywhere. I have never had issues at AT&T, Sprint, Verizon and T Mobile stores in LA. They always address me when I walk in. If you want excellent customer service in the LA area from T Mobile, visit the store in La Crescenta on Foothill. The guys there are friendly, knowledgeable and address you upon walking in.

      • Dagurlofurdreamz76

        Your calling me uneducated? Learn how to spell first before u talk about me read your 5th sentence you wrote “I’d you need help” um that does not make any sense. ?

        • getagrip

          To see that you’re uneducated all one needs to do is look at your screen name. And yet you preach about proper spelling? People like you make work unpleasant for everyone in the service industry. Go get boost mobile and quit complaining.

        • Dagurlofurdreamz76

          Haha thanks but no thanks I just signed up with Verizon and I couldn’t be happier with my droid charge :)

        • getagrip

          …and there was much rejoicing on the part of the tmo staff who don’t have to worry about dealing with you.

        • Anonymous

          Literally LMAO

        • Anonymous

          Literally LMAO

        • Dagurlofurdreamz76

          Whatever T-Mobile sucks anyways its coverage is a joke when compared to Verizon. ;)

        • Yancy

          Are you serious? Verizon doesn’t even have service in my house. I live in Salt Lake City, Utah. Now that is sad. I get full bars of 4G out of T-Mobile. It depends on the area. So shut up and go to a Verizon FanSite. Oh wait. I don’t think there are any. No wonder your here Trolling around. 

        • Rollingheads

          Greatly said Yancy Haha that made my day :)

        • getagrip

          …and there was much rejoicing on the part of the tmo staff who don’t have to worry about dealing with you.

        • http://pulse.yahoo.com/_UJXXD37G25AMG3MUNRFCHJ5M4Y Marty

          Um, 1) “You’re”, 2) “you” not u, 3) period between “me” and “read”. 4) You always spell out numbers less than ten. 5) Period between “sentence” and “you” 6) comma after “wrote” 7) period after “help” 8) “um” is bad form 9) if you insist on “um” put a comma after it, 10) What’s the question mark for?

          And his “I’d” is probably his phone auto-correcting him.

        • TmoFan

          Marty, are you sure you’re not Miss Cleo? MT4G swype auto corrected on me. Apologies for not catching my mistake.

      • Dswagg2k10

        Mr or Mrs Fan, I know you mean well, but that comment was just rude. Please dont ever work in a TMobile store. 

        • TmoFan

          I wouldn’t work in a store. The crap associates have to put up with, no thanks. Last time I went in to a store, three different customers yelled at the associates for the most insane reasons: “my phone doesn’t work, I want a sensation” or my favorite “my bill went up $800″ (associate looks at bill – “ma’am, your were roaming in Syria and Armenia, that’s why your bill went up $800″)… No thanks. To all y’all that work in the stores, thank you. You put up with crap you never should have to. Yes, I may be rude, but people who have issues making their points clear are aggravating, especially with all the “at&t is making tmo crap” comments. TMo stinks because they’re letting great employees go and outsourcing. Blame Deutsce Telekom, not AT&T.

        • TmoFan

          I wouldn’t work in a store. The crap associates have to put up with, no thanks. Last time I went in to a store, three different customers yelled at the associates for the most insane reasons: “my phone doesn’t work, I want a sensation” or my favorite “my bill went up $800″ (associate looks at bill – “ma’am, your were roaming in Syria and Armenia, that’s why your bill went up $800″)… No thanks. To all y’all that work in the stores, thank you. You put up with crap you never should have to. Yes, I may be rude, but people who have issues making their points clear are aggravating, especially with all the “at&t is making tmo crap” comments. TMo stinks because they’re letting great employees go and outsourcing. Blame Deutsce Telekom, not AT&T.

        • TmoFan

          I wouldn’t work in a store. The crap associates have to put up with, no thanks. Last time I went in to a store, three different customers yelled at the associates for the most insane reasons: “my phone doesn’t work, I want a sensation” or my favorite “my bill went up $800″ (associate looks at bill – “ma’am, your were roaming in Syria and Armenia, that’s why your bill went up $800″)… No thanks. To all y’all that work in the stores, thank you. You put up with crap you never should have to. Yes, I may be rude, but people who have issues making their points clear are aggravating, especially with all the “at&t is making tmo crap” comments. TMo stinks because they’re letting great employees go and outsourcing. Blame Deutsce Telekom, not AT&T.

    • TmoFan

      Maybe they realized how uneducated you were and didn’t want to waste their time with you. Girl, not gurl. How can they tell you if you need help? They would ask you I’d you need help. Learn how to communicate, I’m sure you’ll get great service everywhere. I have never had issues at AT&T, Sprint, Verizon and T Mobile stores in LA. They always address me when I walk in. If you want excellent customer service in the LA area from T Mobile, visit the store in La Crescenta on Foothill. The guys there are friendly, knowledgeable and address you upon walking in.

  • Anonymous

    Tmobile’s retention let me cancel my contract without trying to figure out why. They didn’t make an attempt keep me at all. That is poor customer service. And that is why they lose customers and money.

    • Dswagg2k10

      YALL GET ON MY NERVES. yall play this game of “I want to cancel…(now kiss my a**). Just tell us what you want or the real reason you want to cancel. We’ll do our best to accommodate. If we can’t accommodate you, we can’t hold you hostage. So vamoose!

      Oh and my number 1 reason yall get on my nerve… I’ve been with you for 5 years, I think I shouldn’t have to do a contract, otherwise I’m going to at&t. Soooooo….. you going cancel with us b/c of a contract when your going to have to go to at&t and do a contract anyway? Really ppl? really?

      • Anonymous

        Im sorry ppl get on your nerves. I’m sure a lot of ppl do. However, you dont know my situation to put me in that category. I didn’t feel entitled to anything and I didn’t say f* tmo. I wasnt happy so I left. That simple. The problem I pointed out was that retention didnt make an effort to “retain” me. So, in essence, he didn’t do his job. Maybe he was fed up like you. Maybe he was you. The bottom line is that the customer service has declined and so has your post paid customers. He did not try to accomodate anything. He didn’t care (i assume) cuz he just let me go. actually I already have a contract with att and verizon but I used to like tmo the best. Not anymore.

        • Dswagg2k10

          Bottom line is at&t has the worst customer service per JDP however they still have millions for customer than TMO. Soooo, apparently having the best customer service is not key anymore. And no I wasn’t me. I would have asked why, delivered outstanding empathy, moved forward with a solution, tried to get you in a contract(just saying), got you on a automated system that would ensure you were in a contract so there was no surprise(unlike other companies) and thanked you for your business. If you cancelled anyway, “Though you are leaving, we still very much appreciate the last x years you been with us and will hopefully see you in the future. Are you porting your number out? you’ll need your acct number, do you have it? #ClockingOut #Goodnight

        • Anonymous

          That basic response probably would have convinced me to stay.  Personally, i havent had a problem with att since ’06.  However, i feel that Tmo consistently has the best android line up.  Therefore, i will still purchase their phones at full price but use prepaid cuz i dont wanna sign another contract with them. (until/unless the nexus 3 has verizon lte then im all the way gone, lol)

        • Anonymous

          That basic response probably would have convinced me to stay.  Personally, i havent had a problem with att since ’06.  However, i feel that Tmo consistently has the best android line up.  Therefore, i will still purchase their phones at full price but use prepaid cuz i dont wanna sign another contract with them. (until/unless the nexus 3 has verizon lte then im all the way gone, lol)

        • Anonymous

          That basic response probably would have convinced me to stay.  Personally, i havent had a problem with att since ’06.  However, i feel that Tmo consistently has the best android line up.  Therefore, i will still purchase their phones at full price but use prepaid cuz i dont wanna sign another contract with them. (until/unless the nexus 3 has verizon lte then im all the way gone, lol)

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

          This is not the correct or the best answer. Asking “Why” is not really understanding the situation or allowing the customer to signify why they want to leave or stay. Its simply a loaded question for you to deliver fake empathy.

          Best response would be to simply apologize first, thank the customer for their loyalty, recognize the customer is valued and that you want them to stay. Ask them what the issue is they have pertaining why they want to leave for another carrier. Which carrier are they thinking about, and why that carrier, or why for that phone, plan, etc… Then you ask them what they would like T-Mobile to do but let them know that there are many options available and they may only have a few pertaining to this particular issue. Let them know what the options are… Is it bonus minutes? Tech support? Early Phone Upgrade? Waiving Upgrade Fee? Billing Error Credit? Offer New Plan Option? While you are at it, maybe ask about other options they may want to exercise, ie Add-A-Line, Data Cards, MiFi Hotspots, International Calling + Text options. Let them know that they will or will not be in a contract dependent on what they select. If they still chose to leave, let them know again, you apologize that you couldnt help them, but you appreciated their business and loyalty and hope that should their new carrier or phone not work out like they hoped that they would keep T-Mobile in mind as a company they can come back to for excellent customer support.

          And you know what, sometimes being told Im really valued and feeling I have many options, even if they arent what Im looking for, makes me feel the company Im with really does want to help me, but maybe cant meet the needs I have that moment, but Ill likely stick with them, because they showed initiative to keep me, and even though I may not like my phone, plan, or get a dropped call now and again, Ill likely NOT leave even though I wanted to simply for that reason alone.

          The way you went about it seems the way Sprint would have, or AT&T (in all iterations including CellularONE and Cingular) would have gone about it, 100% surefire way to increase your churn and represent your company poorly, and put it in the state it is in today, getting bought out by another crappy company.

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

          This is not the correct or the best answer. Asking “Why” is not really understanding the situation or allowing the customer to signify why they want to leave or stay. Its simply a loaded question for you to deliver fake empathy.

          Best response would be to simply apologize first, thank the customer for their loyalty, recognize the customer is valued and that you want them to stay. Ask them what the issue is they have pertaining why they want to leave for another carrier. Which carrier are they thinking about, and why that carrier, or why for that phone, plan, etc… Then you ask them what they would like T-Mobile to do but let them know that there are many options available and they may only have a few pertaining to this particular issue. Let them know what the options are… Is it bonus minutes? Tech support? Early Phone Upgrade? Waiving Upgrade Fee? Billing Error Credit? Offer New Plan Option? While you are at it, maybe ask about other options they may want to exercise, ie Add-A-Line, Data Cards, MiFi Hotspots, International Calling + Text options. Let them know that they will or will not be in a contract dependent on what they select. If they still chose to leave, let them know again, you apologize that you couldnt help them, but you appreciated their business and loyalty and hope that should their new carrier or phone not work out like they hoped that they would keep T-Mobile in mind as a company they can come back to for excellent customer support.

          And you know what, sometimes being told Im really valued and feeling I have many options, even if they arent what Im looking for, makes me feel the company Im with really does want to help me, but maybe cant meet the needs I have that moment, but Ill likely stick with them, because they showed initiative to keep me, and even though I may not like my phone, plan, or get a dropped call now and again, Ill likely NOT leave even though I wanted to simply for that reason alone.

          The way you went about it seems the way Sprint would have, or AT&T (in all iterations including CellularONE and Cingular) would have gone about it, 100% surefire way to increase your churn and represent your company poorly, and put it in the state it is in today, getting bought out by another crappy company.

        • Dswagg2k10

          I would say shut up and kill ya self but that wouldn’t be very productive. I didn’t comment on this to give a 100% detailed instruction on what I would say on a call, so to say what you said is naive and unbecoming. Or maybe you just said all that to feel important. All I know if my save rate is outstanding, customers feel comfortable with me b/c I’m real and not text book and I go over and beyond for them. I love T-Mobile and would hate to see them leave. #ThatIsAll #TilNextTime

        • Dswagg2k10

          Bottom line is at&t has the worst customer service per JDP however they still have millions for customer than TMO. Soooo, apparently having the best customer service is not key anymore. And no I wasn’t me. I would have asked why, delivered outstanding empathy, moved forward with a solution, tried to get you in a contract(just saying), got you on a automated system that would ensure you were in a contract so there was no surprise(unlike other companies) and thanked you for your business. If you cancelled anyway, “Though you are leaving, we still very much appreciate the last x years you been with us and will hopefully see you in the future. Are you porting your number out? you’ll need your acct number, do you have it? #ClockingOut #Goodnight

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

        AT&T offers NO CONTRACT plans that are the same plans as the CONTRACT plans, if you bring your own unlocked GSM or AT&T GSM phone.

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

        AT&T offers NO CONTRACT plans that are the same plans as the CONTRACT plans, if you bring your own unlocked GSM or AT&T GSM phone.

      • http://ashn.myopenid.com/ Ash

        Maybe you are in the wrong line of job?
        CS needs to deal with many people, dumb or smart.

    • http://profiles.yahoo.com/u/35HLVJSI34LMH5M274SCGWDZBY mike

      bye

    • http://profiles.yahoo.com/u/35HLVJSI34LMH5M274SCGWDZBY mike

      bye

    • http://profiles.yahoo.com/u/35HLVJSI34LMH5M274SCGWDZBY mike

      bye

    • jarjon76

      I bet you’re leaving out details on why they didn’t try to keep you. 

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

      Oh yeah, they wanted to cancel me too because I asked about changing my plan and was upset that I found a better, cheaper plan on T-Mobile, with extra data for less than I am still currently paying. I asked them point blank, “Dont you offer plans or credits, or bonus minutes to keep customers? Shouldnt I just be able to change my plan?” Their answer, “You can cancel and pay the $200 termination fee, and resign up if you want that plan,… You can cancel and pay the $200 termination fee and go somewhere else… or you can let me tell you that we do not offer people who have only been customers for 3 months anything! You chose a plan now you can stick with it or leave.”

      • Anonymous

        i believe you. when i dialed 611 and said i wanted to cancel. he asked why and i explained the g2x fiasco. then he said you’re gonna have to pay $200. i said i know. He did not try to fix it or give me an alternative.  When he switched me to retention, this guy didnt even ask why. he said, im gonna have to charge you $200. i said i know.  Then he said you have 90 days to reactivate, etc. Not once did he ask why or try to retain me…the 2 months prior i would call to inquire about changes and everything requires a 2 yr contract.  i signed 3 2yr contracts in 2 months.  then i wanted to change my plan and they tried to make me sign a two year contract. that was the icing on the cake. it was the g2x fiasco that made me leave but making ppl sign 2yr contracts so they can bring att customers when the merger goes thru affected their customer service.

      • Brizzleboiwndr

        Serious, you are talking out of your @$$. If you signed a two year contract and got a discount on a phone. You can not switch to a Even More Plus. Pay the ETF if you want. You signed up don’t blame TMO for your narcistic dumb minded self.

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

      Oh yeah, they wanted to cancel me too because I asked about changing my plan and was upset that I found a better, cheaper plan on T-Mobile, with extra data for less than I am still currently paying. I asked them point blank, “Dont you offer plans or credits, or bonus minutes to keep customers? Shouldnt I just be able to change my plan?” Their answer, “You can cancel and pay the $200 termination fee, and resign up if you want that plan,… You can cancel and pay the $200 termination fee and go somewhere else… or you can let me tell you that we do not offer people who have only been customers for 3 months anything! You chose a plan now you can stick with it or leave.”

    • CDogg

      See this is the reason T-Mobile has problems now.  T-Mobile used to just “give in” to the their customers wants and needs.  Its hurts the business.  There arent really many people that come on these forums with a real issue.  Most are cry babies that didnt get the phone they wanted when they just got a phone or didnt manage thier minutes and now have overages that will not be credited.  Funny things is you will not get better anywhere else.  Trying upgrading to the new and greatest phone 4 times a year and pay less than you would at T-Mo or try to get overages credited at Verizon and ATT. It just will not happen.  Get over it people, CS isnt the problem unless your making it the problem.

  • Banderson099

    T-Mobiles customer service should be the worst, I have never been treated so poorly by customer service than I have by T-Mobile. I had problems with my new phone and the only help they would give me was to either have me outright buy a new phone or paymy ETF and go somewhere else. I even called corporate T-Mobile, the VP of Customer Service, and she told me to just go to another provider because they don’t care about my small account.

  • Banderson099

    T-Mobiles customer service should be the worst, I have never been treated so poorly by customer service than I have by T-Mobile. I had problems with my new phone and the only help they would give me was to either have me outright buy a new phone or paymy ETF and go somewhere else. I even called corporate T-Mobile, the VP of Customer Service, and she told me to just go to another provider because they don’t care about my small account.

    • Dswagg2k10

      I hate when yall lie like that. First I’m sure you haven’t talked to VP of customer service(mailing b/c they don’t have a number you can call. Two, They are training to give you corporate answers such as “I’m again so sorry that I can’t provide with what you desire, however these other options I gave you are still an option, would you like to go over them again?” So who are you ppl on here lying about ish? Please STOP

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

        Im sure they probably meant a person with their Executive Relations office, which is the top customer service department they got aside from simply asking Philip Humm himself for help.

        And I too had issues with a new phone, the 2nd day I had it, and T-Mobile pretty much told me the same thing, until I went back to the store to cancel, and they were like “Oh, lets see what we can do!” They swapped the phone out for another one of the same make and model without an issue. 

        I was a T-Mobile customer for nearly 6 years though the 2000′s and left because Sprint had 3G and better plan options at the time, I am still with Sprint cause I have a great plan not offered to any customer anymore (I did not resign a contract for it either) and I have T-Mobile, and I must say that T-Mobile Customer Care is exactly the same care I got from AT&T PRIOR to going to T-Mobile the first time. Nothing at AT&T or Cingular or whatever they wanna call themselves has changed, and unfortunately people like you seem to think this is okay, when in fact when people really do have problems and they are not resolved, you assume them as liars. The fact of the matter remains that T-Mobile used to give people solutions and better options, and found ways to keep their customer and keep their business end satisfied without losing money over it. Today, T-Mobile is like a depressed emo goth chick, who got pigs blood tossed on her at the Prom one year, she just hates everyone now, and doesnt care who suffers, even herself.

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

        Im sure they probably meant a person with their Executive Relations office, which is the top customer service department they got aside from simply asking Philip Humm himself for help.

        And I too had issues with a new phone, the 2nd day I had it, and T-Mobile pretty much told me the same thing, until I went back to the store to cancel, and they were like “Oh, lets see what we can do!” They swapped the phone out for another one of the same make and model without an issue. 

        I was a T-Mobile customer for nearly 6 years though the 2000′s and left because Sprint had 3G and better plan options at the time, I am still with Sprint cause I have a great plan not offered to any customer anymore (I did not resign a contract for it either) and I have T-Mobile, and I must say that T-Mobile Customer Care is exactly the same care I got from AT&T PRIOR to going to T-Mobile the first time. Nothing at AT&T or Cingular or whatever they wanna call themselves has changed, and unfortunately people like you seem to think this is okay, when in fact when people really do have problems and they are not resolved, you assume them as liars. The fact of the matter remains that T-Mobile used to give people solutions and better options, and found ways to keep their customer and keep their business end satisfied without losing money over it. Today, T-Mobile is like a depressed emo goth chick, who got pigs blood tossed on her at the Prom one year, she just hates everyone now, and doesnt care who suffers, even herself.

    • Dswagg2k10

      I hate when yall lie like that. First I’m sure you haven’t talked to VP of customer service(mailing b/c they don’t have a number you can call. Two, They are training to give you corporate answers such as “I’m again so sorry that I can’t provide with what you desire, however these other options I gave you are still an option, would you like to go over them again?” So who are you ppl on here lying about ish? Please STOP

    • Heres a tissue

      Sounds like you damaged it and it’s out of warranty. Or you got it from somewhere outside the channels. If it’s damaged then you damaged it. You can’t take your car back to a dealership if you crashed it and say I need another one cause this doesn’t work anymore.

    • jarjon76

      If you’re going to lie, at least make it seem like you’re not lying. Troll.

    • jarjon76

      If you’re going to lie, at least make it seem like you’re not lying. Troll.

  • Anonymous

    no surprise considering the merger talks have left a very very bad taste in peoples mouth. 

  • http://twitter.com/iDiotGear Rob Daman

    I have no clue how Tmo was ever considered the top. I had to call 3 times today to fix my data service. They kept on wanting me either on contract or to pay more. Come on now!

  • theWayofThings

    I had no doubt when T-mobile shifted its priority from service to sales that this would be the result… the sad thing is, T-mobile management will blame the reps for doing what they were told to do.

  • Jayson

    Only surprise to me is Tmob  isn’t even lower.  When I first signed up , they had great service and always solved problems easily.  In last 2  years,its been a nightmare.  The local store’s staff has been great…even recognizes me if I walk in, manager always tries to help but staff even shrug their shoulders and apologize for how Customer Service and Corporate act…When CustServ promises you something on the phone WITH the store manager listening in, and then the next day refuse to honor it…they lose my vote. Just looking for a new plan.. Most likely will not be a Tmob customer next year at this time…so can delete this bookmark. LOL

    • Jeffreygreen1315

      I totally agree with Jason. About 2 weeks ago I was on hold for more than an hour. I never got anyone; ended up getting helped over the internet, just to findout that “premium service” was added to my account without my authorization. I even asked if AT&T cs reps were handling T-Mo’s cs. CS has really gone down since the announced sale. Maybe they’re trying to let us know how it’s going to be when the merger is complete.

    • Thump Of Waw

      Next Day?  Sounds like a one-time offer that you decided to ‘think about’.  You snooze – you looze!

      • Jayson

        Im sure you think you’re so clever but obviously you don’t know the facts.  I have paperwork from the top corporate office.  I didn’t snooze on anything.  They didn’t have their act together and lied repeatedly – or at a minimum were incompetent.  I had the store manager apologizing to me because of the way CustomerCare – and I use that term loosely – treated me.  So I hope you enjoy your little comments.

  • http://twitter.com/KARMA773 Karma

    i have been hearing on radio and tv that  tmobile was ranked third followed by att on 4rth, and sprint became 2nd best in customer care. is this report for june and july?

    • Jcj1

      old report and not by JD Power

  • http://twitter.com/KARMA773 Karma

    i have been hearing on radio and tv that  tmobile was ranked third followed by att on 4rth, and sprint became 2nd best in customer care. is this report for june and july?

  • http://pulse.yahoo.com/_6BZWRJOKVCUIZWHMEWABAUBLHQ gfam

    Ha, ha, ha, ha! T-Mobile is going to go even lower before the final days of the merger. AT&T-Mobile are one in the same. All you T-Mobile lovers still in denial, get over it or you are just going to get hurt, lol. It’s all about the 39 billion in T-Mobile’s eyes. Mass, mass exodus to Verizon and Sprint, especially to Verizon when the iPhone 5 hits! You’ll see! What? AT&T-Mobile getting what they deserve? Nah…

    • The ATL Guy

      I bet att is paying you to say that…. TROLL!

    • The ATL Guy

      I bet att is paying you to say that…. TROLL!

    • The ATL Guy

      I bet att is paying you to say that…. TROLL!

      • Ihaveverizonsowhat23

        No atl guy nobody is paying nobody here its the truth u are just in fckinqq denial just like everyone in here. Just learn to accept it already geesh.

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

          Nobody is paying nobody? Double negative is a positive, meaning ATLGuy rests his case.

        • The ATL Guy

          Thanks!
          What do I win?

        • Jcj1

          If you have verizon, why thehell are you on a T-Mobile website??? Jealous much!! T-Mobile give as good and possibly better CS as Verizon and for half the price, you do the math!!

  • jarjon76

    I’m not sure what some of you are doing, but I still get good CS when I deal with T-Mobile, on the phone and in stores. Maybe it’s because I’m cordial and respectful towards them and I don’t want, want, want without having to give anything back. 

    I have an extensive background in retail/customer service and I’ve found that if you treat salespeople and CS reps with respect and are honest, 9 times out of 10 you’ll get taken care of. In some cases, they’ll go the extra mile for you, i.e. T-Mobile’s loyalty department offering you lower priced plans and/or phones. 

    Sure, there’s the occasional bad apple or perhaps you catch someone having a bad day, but most of the time if you treat others with respect and like an adult you’ll be treated the same way. Try it sometime.

  • jarjon76

    I’m not sure what some of you are doing, but I still get good CS when I deal with T-Mobile, on the phone and in stores. Maybe it’s because I’m cordial and respectful towards them and I don’t want, want, want without having to give anything back. 

    I have an extensive background in retail/customer service and I’ve found that if you treat salespeople and CS reps with respect and are honest, 9 times out of 10 you’ll get taken care of. In some cases, they’ll go the extra mile for you, i.e. T-Mobile’s loyalty department offering you lower priced plans and/or phones. 

    Sure, there’s the occasional bad apple or perhaps you catch someone having a bad day, but most of the time if you treat others with respect and like an adult you’ll be treated the same way. Try it sometime.

    • http://ashn.myopenid.com/ Ash

      They still have some nice CS there, just need to call again and see if you get the nice ones.

      • Jcj1

        As jarjon76 said, treating CS as you want to be treated is COMMON COURTESY, it will always be returned!!

        • http://ashn.myopenid.com/ Ash

          As I’ve stated before, I’m alway polite when calling CS.

  • TMoFan

    Wow I’m not sure what’s going on with everybody, but I just phoned T-Mobile a few weeks ago and their cs was top notch as usual. When I bought my G2 in Dec TMo called me a few weeks later to see if I was satisfied with it. That’s the huge reason why I’ve been with them for so long, and what I’ll miss if/when they close shop.

    • Anonymous

      that’s good to hear. unfortuneately for me i purchased the g1, mt4g and g2x and have never received a call from tmo asking me if i was satitsfied. 

      • Anonymous

        You wanted to be called? 

        • Anonymous

          no. just mentioning the inconsistencies. 1 device purchased and he got a call. 3 devices purchased and 0 calls.

        • Anonymous

          Oh true. It mostly depends on the rep. Not all of them are the same, logically.

          When I reported I had constant problems with my Nokia Nuron, a rep contacted me a week later and asked if I wanted to return it and get similarly priced device. By far the best customer service IMO.

      • Anonymous

        The call is from a outsourced company contracted by T-Mobile.  They call you to ask about satisfaction, and most of the time only for new activations.

        • TMoFan

          I don’t think it was outsourced. The woman who called me had no accent whatsoever and spoke perfect english. It may have been the rep who sold me the phone, but I’m not sure. Either way it was a nice touch to follow up with me.

        • Thump Of Waw

          Outsourced does not mean “overseas”…

        • Anonymous

          Actually outsourced usually does imply overseas, if it were contracted then it could mean another American company.

        • GregP74

          Nah, outsourced doesn’t mean overseas. My company outsources many things to companies that are right here in Chicago. It just means outside of the particular company.

        • Anonymous

          Please review the definition of imply & define. I didn’t say defined as, I said it usually implies (which it does by the way) overseas. For example Verizon tech support isn’t outsourced, it’s contracted. I didn’t make the comment anyway, just defending what’s obvious.

        • Anonymous

          Actually outsourced usually does imply overseas, if it were contracted then it could mean another American company.

        • Anonymous

          Those calls were recently contracted to another company however, better stores (with more engaged associates) still realize the importance of calling their customers back personally. All reps obviously aren’t equal, just like all mgr, DMs, and DDs are not equal. Good culture in the store will usually warrant a better lasting experience.

        • Anonymous

          It is outsourced, however, it is still in the US.  That call was not made in-house by an T-Mobile employee.

        • TMoFan

          I don’t think it was outsourced. The woman who called me had no accent whatsoever and spoke perfect english. It may have been the rep who sold me the phone, but I’m not sure. Either way it was a nice touch to follow up with me.

      • Anonymous

        The call is from a outsourced company contracted by T-Mobile.  They call you to ask about satisfaction, and most of the time only for new activations.

    • GregP74

      I called in yesterday about replacing two of the phones on my family plan. Got right through within 30 seconds and talked to a nice gal who got me set up.

      Unfortunately later on when I went to look at my account online, it was showing they’d extended the contract on all three of my lines instead of just two. When I did the online chat with them, they were able to reset my contract on the one line back to 11/2012, but told me I’ll need to contact the customer loyalty department by phone to reset the upgrade availability for that line.

    • 1234

      Nice.  When you call in for a normal service issue, you get great service. But unfortunately, based on some of these complaints I am not surprised people arent happy when they cant get credits and free phones all the time.

  • TMoFan

    Wow I’m not sure what’s going on with everybody, but I just phoned T-Mobile a few weeks ago and their cs was top notch as usual. When I bought my G2 in Dec TMo called me a few weeks later to see if I was satisfied with it. That’s the huge reason why I’ve been with them for so long, and what I’ll miss if/when they close shop.

  • Evelbug

    I have noticed a drop in the customer service since they have started sending calls overseas. It’s bad enough to have to deal with a problem, but trying to decipher an accent as the person on the other line follows a script makes it worse.

  • Evelbug

    I have noticed a drop in the customer service since they have started sending calls overseas. It’s bad enough to have to deal with a problem, but trying to decipher an accent as the person on the other line follows a script makes it worse.

    • Girth Brooks

      Almost inevitable with the company merging.  It’s hard to hire new people here for a job that won’t be around in a few months.

    • Girth Brooks

      Almost inevitable with the company merging.  It’s hard to hire new people here for a job that won’t be around in a few months.

  • T-MOBILESLAVEWORK

    Did they mention T-Mobile has the nastiest customers….”what do i get for being a customer of T-Mobile and paying my bill”?       “SERVICE YOU F**KING DIP$HIT”

    • Natertot

      That happens with every carrier.  Welcome to overblown American egos.

    • Pikachu

      Praise the lord dude, praise the lord! I hear the exact same thing @ my store and my BEST LINE is “Would you call up your utility company and say HEY, I want a free months service, NO you wouldnt”

  • 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 you
    are 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 rep
    if 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 in
    a 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.

    To
    my 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.

    • The ATL Guy

      Your full of $hit

    • The ATL Guy

      Your full of $hit

      • Natertot

        Honestly, I see nothing but negativity from you.  Please take your attitude elsewhere, as it just serves to solidify your ignorance.

        Speaking from experience, unless there have been major changes since I left t-mobile last year, his description was spot-on.

        • http://ashn.myopenid.com/ Ash

          Maybe “Cell Phone Chick” is a she?

        • http://ashn.myopenid.com/ Ash

          Maybe “Cell Phone Chick” is a she?

        • Natertot

          Entirely possible. But you never know with the Internet. I am really a lolcat.

    • Hating

      salem?

    • Hating

      salem?

    • Anonymous

      This is absolutely correct, you forgot to mention though, that customers that are in the “penalty box” as you put it, usually wind up with an outsourced rep as well.

    • Anonymous

      This is absolutely correct, you forgot to mention though, that customers that are in the “penalty box” as you put it, usually wind up with an outsourced rep as well.

    • No One Special

      Well said.

      However, I’ve been in Retention for a while now, and I’m getting a high percentage of calls – I’d estimate 35%-40% – from reps that are offshore, and the percentage seems to be slowly increasing.

  • Dustin

    I work for T-Mobile and personally, yall can suck on my left nut… whiny ass bitches!!!

    • Mopar6464

      Hope you enjoy unemployment .

    • Champster31

      Now isn’t this great customer service!! I’m sure T-mobile appreciates yourr professionalism – NOT

  • Anonymous

    If it were up to me, T-Mobile would be #1. This year alone, they gave me a free Sensation, let me keep my G2X and let me remain off contract. Now that’s customer service.

    • GregP74

      It’s awesome, but also part of the reason they’re floundering.

    • GregP74

      It’s awesome, but also part of the reason they’re floundering.

    • GregP74

      It’s awesome, but also part of the reason they’re floundering.

    • Pikachu

      Come to a T-Mobile store with those wants, we’d have a good laugh

  • http://twitter.com/tannedgecko Francisco Rodriguez

    I left tmobile for one Reason. Slowed data speeds after 5gb. Even metioned not to throttle me, or else I will switch, Been with them since 1999, and off contract since 2009. They said they couldn’t get rid of the throttle and asked if I want to go to a higher data plan. Said nope, and asked for my service to be cancelled asap

  • http://twitter.com/tannedgecko Francisco Rodriguez

    I left tmobile for one Reason. Slowed data speeds after 5gb. Even metioned not to throttle me, or else I will switch, Been with them since 1999, and off contract since 2009. They said they couldn’t get rid of the throttle and asked if I want to go to a higher data plan. Said nope, and asked for my service to be cancelled asap

  • http://twitter.com/tannedgecko Francisco Rodriguez

    I left tmobile for one Reason. Slowed data speeds after 5gb. Even metioned not to throttle me, or else I will switch, Been with them since 1999, and off contract since 2009. They said they couldn’t get rid of the throttle and asked if I want to go to a higher data plan. Said nope, and asked for my service to be cancelled asap

    • http://twitter.com/fritzj92 Fritz Javel

      not too smart… your only unlimited companies are T-Mobile and Sprint… the only GSM carreir is T-Mobile, and from my experience T-Mobile network 3G is faster then sprints 4G … sounds like a bad reason 69.00 unl Talk/Text/5gig of  Data phs beat that

      • Brandon Dean

        I agree with Fritz, They are cheaper than any of the competition. And their coverage, although not as extensive as the big to, often gets faster speeds than Sprints, and on most ocassions faster than At&t. 

        There are no unlimited options with ATT and Verizon, and unlimited costs more with Sprint, lesser speed. So despite your hangups, T-mobile is the best all around option for mobile data. 

        Besides, the only people who go over 5GB all the time are people who use their phones to tether (through an app, not through T-mobile). I know because I used to do it myself. When I used the phone just as a smartphone, I never got near the 5GB threshold even with pretty extensive surfing, and data use. It was only when I went two months using my phone as the primary internet acess of my laptop, that I started hitting the threshold. And on top of that, even when I did, the decrease in speed (at least in my experience) was not as dramatic as I assumed it would be.

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  • Michelle

    After reading the piss-poor attitudes of the people here claiming to be T-Mobile reps, I think they will fit right in at AT&T.  Of course, they will probably be fired long before any buyout happens.

    Start learning your new phrase: “Would you like fries with that?”.  Actually, don’t… fast food requires much better attitudes, maturity, and customer service that you people are interested in delivering.

    • Jcj1

      Well then won’t they be taking your job? Do you have a job? 

  • HonestyCorner

    The REAL STORY here is that all of the companies earned a C (75-77%) and that there was almost no difference between any of the companies (less than 2%).

    They are all barely passing, and it shows.

    • Jcj1

      I would like to see how you do in their role. See if you even meet a C rating. Up for the challenge??!

    • eaT-Mobile

      Do you also believe all MLB hitters are failing with their batting average?

    • eaT-Mobile

      Do you also believe all MLB hitters are failing with their batting average?

  • Anonymous

    I’ve always loved T-Mo’s service, especially in their stores where I find myself sticking around longer just laughing it up with the employees. They’ve even pointed my wife out to places that have better deals than what the stores have.  As for At&T they suck.  I went last week to help my boss get his iPhone and the two people in there, especially the lady who he bought the phone from were cold and only cared about making a sale.  I answered more questions about his service and phone than she did and she tried to give him the business with his plan. 

  • Dewey Cox

    Service has gotten worse.
     Even reps in the stores are getting NOWHERE  when they call in for a customer. One of the things that set us apart was that we could “stray” from the script to satisfy the customer We could do an early upgrade or do an in store warranty exchange.
    .Of course we created a monster by doing so. T-Mo customers are by far, the leaders in feeling entitled to free phones, credits, upgrades and the like.

     This report really hurts because J.D Powers was the only thing we could brag about in the past.
    I love what my company used to be.

  • Dewey Cox

    Service has gotten worse.
     Even reps in the stores are getting NOWHERE  when they call in for a customer. One of the things that set us apart was that we could “stray” from the script to satisfy the customer We could do an early upgrade or do an in store warranty exchange.
    .Of course we created a monster by doing so. T-Mo customers are by far, the leaders in feeling entitled to free phones, credits, upgrades and the like.

     This report really hurts because J.D Powers was the only thing we could brag about in the past.
    I love what my company used to be.

  • Anonymous

    look at the chart,another reason why AT&T really needs T-Mobile.

  • Brandon Dean

    I would say, that even with my G2X issues, the T-mobile customer service is still quite good. I mean, compared to many other companies across numerous industries, I find T-mobile to be the most courteous and helpful. 

    It does get annoying at times when a rep sticks too strictly to the protocol, because they end up being like cumbersome robots. But all in all, even in the most crazy situations (G2X) they have been very good. 

    Loyalty (length of time with the company) and frequency (how often you call, how those calls went) seems to make a difference. If you are a caller who calls every two days and yells at the reps, it seems you might get processed differently than someone who doesnt behave that way. But I think thats fair, there are people who yell at waiters at restaurants, when the waiter did nothing wrong; Id like those folks to be processed differently too!

    Some customers are difficult, pompus dipshits, and they will be no matter how good the customer service is (many of those frequent this site!). But as someone who has had amazing service and horrible service from costumer service lines for various companies, Id say Tmo is at the top.

  • Someone

    Tmobile has lied to me for the last time. I caught a loyalty rep in a lie, got it on tape, and coporate did nothing.
    On top of that their new phone menu…SUCKS

    • theWayofThings

      You do understand that if T-mobile catches you recording their conversations, they may not talk to you anymore, and anything that you have recorded will not be admissible as evidence because T-mobile did not give you permission to record them. If you told anyone at corporate that you recorded the call, you probably now have a nice little special instruction on your account that says “Customer records calls.. ask if customer is recording the call.” and if you say yes, the conversation is over.. and if you say no and record anyway, you can actually get into some legal issues for that…

    • theWayofThings

      You do understand that if T-mobile catches you recording their conversations, they may not talk to you anymore, and anything that you have recorded will not be admissible as evidence because T-mobile did not give you permission to record them. If you told anyone at corporate that you recorded the call, you probably now have a nice little special instruction on your account that says “Customer records calls.. ask if customer is recording the call.” and if you say yes, the conversation is over.. and if you say no and record anyway, you can actually get into some legal issues for that…

      • Tmowhistle

        actually, I believe the law works is that as long as one person is aware that the conversation is being recorded and doesn’t lie to the other that it is not, then it is completely legal. So, to solve that, don’t start recording until after you tell them you are not recording, because all they ask is “Are you recording this conversation?” at the moment you aren’t, so it isn’t a lie. 

      • Tmowhistle

        actually, I believe the law works is that as long as one person is aware that the conversation is being recorded and doesn’t lie to the other that it is not, then it is completely legal. So, to solve that, don’t start recording until after you tell them you are not recording, because all they ask is “Are you recording this conversation?” at the moment you aren’t, so it isn’t a lie. 

    • theWayofThings

      You do understand that if T-mobile catches you recording their conversations, they may not talk to you anymore, and anything that you have recorded will not be admissible as evidence because T-mobile did not give you permission to record them. If you told anyone at corporate that you recorded the call, you probably now have a nice little special instruction on your account that says “Customer records calls.. ask if customer is recording the call.” and if you say yes, the conversation is over.. and if you say no and record anyway, you can actually get into some legal issues for that…

    • theWayofThings

      You do understand that if T-mobile catches you recording their conversations, they may not talk to you anymore, and anything that you have recorded will not be admissible as evidence because T-mobile did not give you permission to record them. If you told anyone at corporate that you recorded the call, you probably now have a nice little special instruction on your account that says “Customer records calls.. ask if customer is recording the call.” and if you say yes, the conversation is over.. and if you say no and record anyway, you can actually get into some legal issues for that…

  • NewForumAddict

    I agree!!! You are forced to use automated system or it hangs up on you!!! Seems like they’re offshoring too. Not sure but, I got someone who seems like it yesterday. Seriously, they need to go back to the old way to win any awards!

    • Brandon Dean

      You just say, “Representative”, and if they ask for a reason, give one, then you will be sent to a rep and wont have to deal with the automated system. I never use the automated, I always deal with a rep, even if its just something simple, like paying my bill.

      • WW

        agreed…corporate goal (pretty much all large corporations) is to reduce costs by having as few live reps as possible so every time you use an IVR system to resolve an issue without speaking to a live person, you’re helping the company meet their financial goals and reducing the need for someone’s job.  i make a point to speak to a live person whenever possible to “help” someone keep their job.

    • CallCenterRep

      I work in one of the call centers and I can confirm they are using outsourced call centers now too, largely because they’re firing call center reps left and right, over half the people in many of the call centers in the last few months. 

  • NewForumAddict

    I agree!!! You are forced to use automated system or it hangs up on you!!! Seems like they’re offshoring too. Not sure but, I got someone who seems like it yesterday. Seriously, they need to go back to the old way to win any awards!

  • Nearmsp

    I personally think that T-mobile is still the best in customer service and value. But  two things have happened. The top management is totally distracted from its own customers to focusing on enabling the merger. They have dropped the ball. They know if the merger does not go through they still get paid $6 billion in break up fee. The second issue here is that many reps and customers feel they were sold out in spite of a decade or more of loyalty. Most T-mobile customers hate AT&T and to merge with the devil means most people find it hard to accept that. That said, Verizon has closed the gates to T-mobile customers by removing their unlimited data plans. So from an investment point of view, my money is on AT&T stock but from a consumer point of view,  I will still go with Verizon because I hate evil corporations more than paying more for the product. Having experienced AT&T service, I can’t dream of ever going back. They have not made any promises or made it easy for T-mobile customers either other than saying we will look “hard” at the contracts of T-mobile customers when the contracts end. Look for big jump in monthly costs for less data once AT&T takes over T-mobile

    • G B

      So very true! That is exactly how the reps felt when I was still working there. We were sold out and there is nothing you can do about it. If the merger doesn’t go through, T-Mobile Germany will just break up the company and sell it piece by piece. They want out of the US.

    • G B

      So very true! That is exactly how the reps felt when I was still working there. We were sold out and there is nothing you can do about it. If the merger doesn’t go through, T-Mobile Germany will just break up the company and sell it piece by piece. They want out of the US.

  • Anonymous

    I have not gotten a representative on each phone in two weeks of trying. It is always an extended hold time en I get disconnected. Had to go into the store. They said I needed to call customer care… Great service.

    • Ashley23

      They had been charging me for my android internet twice each month (since april) so I called to have it removed (i’m on a family plan), because i wasn’t the primary person on the account I couldn’t get them to remove the extra charge so I asked if I could just go in a store and have it fixed. They told me “No, this is a customer service issue and you will just have to call back when you know your mom’s social security number.” So, i went to the store, got my refund and got the extra internet plan removed. 

      • theWayofThings

        Granted, reps have to verify the last four of the primary account holder’s social before they can access the account, but I’ll bet the rep was breathing a sigh of relief that you couldn’t do so.

        They could’ve offered to call the account holder and verify for you, but the reps aren’t going to go that extra mile any more, because it will basically be like they are shooting themselves in the foot…  This is the sort of thing that happens when T-mobile decided to start firing reps for removing too many features… you, the customer, get the run-around…

        The reps are between a rock and a hard place right now, with the headsman’s axe hovering above them.. Management wants a sale on every call and no removals… Resolution of issues has taken a backseat to making the sale… The reps are only doing what they have been told to do and still get scolded by management for doing so.. Customer satisfaction is not the priority anymore… sad to say.
         

        • Ashley23

          they didn’t need those four digits to add the service to the account though? It was added april 20th when i bought the g2x, but they never got rid of the other internet package i was already being charged for on my phone. Oh well I’m just happy they refunded my money and set it straight. I also couldnt order a replacement g2x over the phone either because i didn’t have that pin number. Are those things not needed in stores?

        • Ashley23

          they didn’t need those four digits to add the service to the account though? It was added april 20th when i bought the g2x, but they never got rid of the other internet package i was already being charged for on my phone. Oh well I’m just happy they refunded my money and set it straight. I also couldnt order a replacement g2x over the phone either because i didn’t have that pin number. Are those things not needed in stores?

        • theWayofThings

           Basically, when the rep added that feature without proper verification of the account, the rep was breaking the rules to get an add… and not just T-Mobile policy was sidestepped, but also federal regulation as well.

           Primarily, it is not being greedy for commissions.. It is in desperation to keep their jobs.. and I’m sad that happened to you. Reps are cutting corners and overlooking obvious errors, in the name of meeting ever increasing sales quotas. The more that is sold, the higher the bar is raised, and the bar is not just being raised on sales but also all the other metrics that hold the reps’ jobs in the balance.

          So far this year, the local call center here fired and drove to quit over 200 reps.. Where there were 40 teams of reps in the call center 6 months ago, there are only 26 teams now.. That is why reps are in a position where they do unethical things like accessing an account without proper verification… they are hanging onto their jobs by the skin of their teeth…

          As far as verification at the store is concerned, I think you just have to be listed as an authorized user on the account and have some sort of ID… but I could be wrong.

        • Anonymous

          Not needed because they can verify your identity with your drivers license. Phone reps need the PIN because they can’t see your photo ID.

        • Willito511

          So a friend of mine who works for AT&T Wireless customer care told me that now they are required on every call to push U-Verse service and sell it. It doesn’t matter what the customer called for on their wireless account…so it’s like theWayofThings says…all it’s about is profit…not customer satisfaction.

        • Willito511

          So a friend of mine who works for AT&T Wireless customer care told me that now they are required on every call to push U-Verse service and sell it. It doesn’t matter what the customer called for on their wireless account…so it’s like theWayofThings says…all it’s about is profit…not customer satisfaction.

        • Champster31

          According to Tmobile procedure that rep is timed on how long youi are on one call (CRT) should call tiime or. CRT be too high it affects the reps good standimg – the rep will not meet stats – 1 second adds up to time and time is money – again leaviing the cst. Ouit in the cold.

      • theWayofThings

        Granted, reps have to verify the last four of the primary account holder’s social before they can access the account, but I’ll bet the rep was breathing a sigh of relief that you couldn’t do so.

        They could’ve offered to call the account holder and verify for you, but the reps aren’t going to go that extra mile any more, because it will basically be like they are shooting themselves in the foot…  This is the sort of thing that happens when T-mobile decided to start firing reps for removing too many features… you, the customer, get the run-around…

        The reps are between a rock and a hard place right now, with the headsman’s axe hovering above them.. Management wants a sale on every call and no removals… Resolution of issues has taken a backseat to making the sale… The reps are only doing what they have been told to do and still get scolded by management for doing so.. Customer satisfaction is not the priority anymore… sad to say.
         

  • eaT-Mobile

    Guessing they weren’t fresh enough?

    • Jerseyfresh6

      I guess so prick.

  • eaT-Mobile

    Guessing they weren’t fresh enough?

  • mrsbelpit

    Kudos on the AT&T sucks tag.

  • Anonymous

    I’m here to tell you that this J.D. Power ranking is ass backwards!  In my experience it’s the exact opposite!  Verizon is the worst and then T-Mobile and AT&T comes up the best CS of the big four.  T-Mobile has taken a huge step backwards!

    • Noel

      Just a lil issue w/ur post …if in ur opinion Tmo is the second worst…how could they have taken a huge step backwards??? They can only take a huge step backwards if they were always ranked at the top. Anyways to more important things…one more reason for the FCC and DOJ to not allow a company that amongst the big four is ranked at the bottom when it comes to customer service/satsfaction by making them even bigger with the largest number of customers. Talk abt more irate customers w/even worst customer service coupled that with the eventual coming price hikes if this deal is given the green light. It just irks me as one who loves GSM devices that we won’t have the option of another major GSM network if Att is crowned the sole GSM carrier in the US. Where is the choice for GSM lovers if u don’t like what Att is offering in terms of prices and devices? Preserve GSM competition and preserve the big four…two CDMA carriers Sprint and verizon and two GSM carriers Tmobile and Att. My advice to my fellow Tmo brethren is to hang tight don’t jump ship yet…this is not a don deal. KEEP TMO ALIVE…say NO to a duopoly and the buy out.

  • TY0708

    T-mobile really is starting to suck! I’ve been with them for over 6 years now and within the last year they’ve taken a drastic turn for the worse in their customer service… Like many others it take me over 30 minutes to reach a representative from my phone line, only to wait and be disappointed by the lack of proper customer service on the other end. I’m so disappointed because I really like T-Mobile (hence the 6 years). I just hope they get their crap together.

    P.S. – One of my problems with them, is it seems I have a routing issue that no one wants to fix. When I call from my mobile number I’m on hold for a minimum of 30 minutes, but when I call from another mobile number I reach a representative with in 3 minutes. This has been happening every time I call for at least a year now, and I’m tired of it. T-mobile was great, and now their balance is way off. I may go to another company soon, if they don’t fix their customer service issues.

  • TY0708

    T-mobile really is starting to suck! I’ve been with them for over 6 years now and within the last year they’ve taken a drastic turn for the worse in their customer service… Like many others it take me over 30 minutes to reach a representative from my phone line, only to wait and be disappointed by the lack of proper customer service on the other end. I’m so disappointed because I really like T-Mobile (hence the 6 years). I just hope they get their crap together.

    P.S. – One of my problems with them, is it seems I have a routing issue that no one wants to fix. When I call from my mobile number I’m on hold for a minimum of 30 minutes, but when I call from another mobile number I reach a representative with in 3 minutes. This has been happening every time I call for at least a year now, and I’m tired of it. T-mobile was great, and now their balance is way off. I may go to another company soon, if they don’t fix their customer service issues.

  • TY0708

    T-mobile really is starting to suck! I’ve been with them for over 6 years now and within the last year they’ve taken a drastic turn for the worse in their customer service… Like many others it take me over 30 minutes to reach a representative from my phone line, only to wait and be disappointed by the lack of proper customer service on the other end. I’m so disappointed because I really like T-Mobile (hence the 6 years). I just hope they get their crap together.

    P.S. – One of my problems with them, is it seems I have a routing issue that no one wants to fix. When I call from my mobile number I’m on hold for a minimum of 30 minutes, but when I call from another mobile number I reach a representative with in 3 minutes. This has been happening every time I call for at least a year now, and I’m tired of it. T-mobile was great, and now their balance is way off. I may go to another company soon, if they don’t fix their customer service issues.

  • TY0708

    T-mobile really is starting to suck! I’ve been with them for over 6 years now and within the last year they’ve taken a drastic turn for the worse in their customer service… Like many others it take me over 30 minutes to reach a representative from my phone line, only to wait and be disappointed by the lack of proper customer service on the other end. I’m so disappointed because I really like T-Mobile (hence the 6 years). I just hope they get their crap together.

    P.S. – One of my problems with them, is it seems I have a routing issue that no one wants to fix. When I call from my mobile number I’m on hold for a minimum of 30 minutes, but when I call from another mobile number I reach a representative with in 3 minutes. This has been happening every time I call for at least a year now, and I’m tired of it. T-mobile was great, and now their balance is way off. I may go to another company soon, if they don’t fix their customer service issues.

  • TY0708

    T-mobile really is starting to suck! I’ve been with them for over 6 years now and within the last year they’ve taken a drastic turn for the worse in their customer service… Like many others it take me over 30 minutes to reach a representative from my phone line, only to wait and be disappointed by the lack of proper customer service on the other end. I’m so disappointed because I really like T-Mobile (hence the 6 years). I just hope they get their crap together.

    P.S. – One of my problems with them, is it seems I have a routing issue that no one wants to fix. When I call from my mobile number I’m on hold for a minimum of 30 minutes, but when I call from another mobile number I reach a representative with in 3 minutes. This has been happening every time I call for at least a year now, and I’m tired of it. T-mobile was great, and now their balance is way off. I may go to another company soon, if they don’t fix their customer service issues.