T-Mobile Listening To Feedback, Improves Customer Service

T-Mobile is clearly making an attempt to listen to customer feedback by reinstating the ability for a customer to call in and say “agent” or “rep” to directly reach a customer support rep. This comes two weeks after they removed the very same ability in an effort to ensure customers were properly routed to the right department.

Feedback for this change was clearly negative based on our comment and social media feedback and T-Mobile obviously took that to heart by reinstating this feature. We can’t say our story was the sole cause but we’d like to think that way! In any case, bravo to our Magenta friends for making this change and helping to ensure the customer has a positive experience when they call in. We wished all companies made these kind of changes so smoothly.

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  • http://twitter.com/portaltonowhere Cory

    THANK THE LORD (oh and T-Mobile)

  • http://twitter.com/portaltonowhere Cory

    THANK THE LORD (oh and T-Mobile)

  • Nenes78

    yes, that you were forced to hear about your plan statistics really sucked.

  • Nenes78

    yes, that you were forced to hear about your plan statistics really sucked.

  • http://twitter.com/SocalFrank1 Frank Alvarez

    now, if only they would cancel the merger that easily.

    • http://twitter.com/WhyBeTea YBT

      Heck to the YES!

  • Sodochris

    Tmo customer service absolutely SUCKS lately. You can tell that no one cares. Not going to get better under ATT either. Too bad the corrupt government is going to allow this merger. No more wireless companies with good Customer Service anymore.

  • afandre

    I was the one who encouraged David to shed some light on this issue and it does seem like T-Mobile has improved their customer service. But I’m wary. I can’t wait until they try to push “data plan overages” so I can  cancel the contract and get the hell away from T-Mobile.

  • afandre

    I was the one who encouraged David to shed some light on this issue and it does seem like T-Mobile has improved their customer service. But I’m wary. I can’t wait until they try to push “data plan overages” so I can  cancel the contract and get the hell away from T-Mobile.

    • Brandon Dean

      The overage change only applies to the 200mb option. Which in my opinion, no one with a decent smartphone should have anyway.

    • Brandon Dean

      The overage change only applies to the 200mb option. Which in my opinion, no one with a decent smartphone should have anyway.

    • Brandon Dean

      The overage change only applies to the 200mb option. Which in my opinion, no one with a decent smartphone should have anyway.

    • Brandon Dean

      The overage change only applies to the 200mb option. Which in my opinion, no one with a decent smartphone should have anyway.

    • Brandon Dean

      The overage change only applies to the 200mb option. Which in my opinion, no one with a decent smartphone should have anyway.

    • Joe

      Data plan overages are only for cheapskates who get the 200MB plan… Cough up the extra $10 ya cheap bastard… OR have fun paying more $$ somewhere else

      • ItsMichaelNotMike

        Are you a T-Mobile  employee? Why don’t you email the T-Mobile decision makers and tell them you have a great marketing idea for the 200MB data plan. I’m sure you will get a raise.

        “200 MB Data:  Our lowest priced plan, best for cheapskates and cheap bastards.”

        • Pikachu

          Not fair to just think he’s an employee from that statement..

        • Anonymous

          Lol!

    • ItsMichaelNotMike

      How about that afandre, you comment that T-Mobile customer service has improved, but because of mentioning overage charges you get called a cheapskate and told to quit being a cheap bastard.

      That’s unmoderated TMoNews for ya. 

      • None

        Do you prefer your comment section censored?

    • Blkbear

      But if you have the 200MB plan now, the changes won’t apply to you.  So you will have to find out a different way to get out of your contract.  ;)

      Re-read what the changes are to the 200mb data plan:

      If you have it BEFORE Aug 13th  the changes do not apply, meaning you will not be charged any overage and will still like before, be throttled down to Edge if you go over that 200MB allowance. (confirmed by a call to customer care this morning with only a 5 min wait I might add.) ;)

      Get the 200MB data plan AFTER Aug 13th and the overage charges will apply.

  • afandre

    I was the one who encouraged David to shed some light on this issue and it does seem like T-Mobile has improved their customer service. But I’m wary. I can’t wait until they try to push “data plan overages” so I can  cancel the contract and get the hell away from T-Mobile.

  • afandre

    I was the one who encouraged David to shed some light on this issue and it does seem like T-Mobile has improved their customer service. But I’m wary. I can’t wait until they try to push “data plan overages” so I can  cancel the contract and get the hell away from T-Mobile.

  • http://pulse.yahoo.com/_NI4YLXAO43ZREYQHO5KKWJJZKQ Haney

    When people call in they NEVER use self service options. That is why the routing was done in the first place. THEN they get pissed because they have to be transferred. Most of the things you are asking for a rep for can be done easily yourself, if you can read directions that is. Think of it, no hold and no transfers and none of terrible csr’s to talk to.

    • Brandon Dean

      The problem with the automated system is that its cumbersome. I go straight to a rep even if I am just paying my bill. 1) Because the voice recognition on the automated service SUCKS unless you are in a very quiet place. and 2) because it tends to be more efficient, I can get multiple things done at one time, pay a bill, ask a question about a phone, inquire about a detail in my service, all at the same time. 

      The automated service slows that process down, if you have a question, you will definitely not be able to find the answer using the service, its only good with the most stock “one size fits all” needs a customer would have.  I find I am off the phone much faster if I just go straight to a person, and not constantly having to restate everything so that the clunky call routing can figure me out. All I let the automated service do is route me to the correct representative.

    • Anonymous

      I used to work as a tech in the call centers and while i agree that everyone was too dippy to even try turning their phone off and on, or accidentally got sent to me which increased transfer rates, i really was not enjoying the information about my account the call was giving me. I have an app for that.  Also if it doesn’t let you bypass instruction that would be incredibly frustrating for those that have already tried to troubleshoot a phone and just need to get to a CSR to get to the steps that cannot be taken by a regular person.

  • Brandon Dean

    I am glad they reversed their policy. I hated having to hear plan stats everytime I called. I KNOW MY PLAN! The T-mobile reps I get are always friendly and courteous, and do a pretty good job at addressing my issues. Maybe it has to do with how long I’ve been with the company. I have never had any of the bad experiences that some folks on here come to complain about. Then again, every company cant produce %100 perfect customer service 100 percent of the time. Partly because some customers are assholes.

  • Mattallen56

    Spent an hour on hold last night just to reach a CSR. This was after several 30min calls throughout the day. So last night I decided to take the next step and shop for a new device. After Talking to Verizon and getting a tailored plan for my needs, they offered me the Thunderbolt for 99 bucks. As soon as it arrives in the mail, I guess Ill wait on hold for a hour just to cancel my service

    • Anonymous

      Bye bye battery life; hello data overages.

    • Anonymous

      Bye bye battery life; hello data overages.

    • Anonymous

      Bye bye battery life; hello data overages.

  • Kevin Greene

    Last Friday was the one and only time I have ever dialed 611… and I got frustrated beyond belief because I just wanted to talk to a rep and could not figure out how.
    I’m glad I visit this site…thank you for the good news and good work.

  • http://www.facebook.com/bryan.thornsberry Bryan Thornsberry

    Here’s some feedback TMO, hope your listening:

    When in store reps need to use a CSR to service an account, we should be led to a separate department with reps who are quick, concise, and most importantly speak clear English.  I don’t want my customers needs being lost in translation.  I get outsourcing, but come on guys, our most troublesome cases aren’t our regular postpaid customers.  I’d rather that be outsourced than every single other department.

  • http://www.facebook.com/bryan.thornsberry Bryan Thornsberry

    Here’s some feedback TMO, hope your listening:

    When in store reps need to use a CSR to service an account, we should be led to a separate department with reps who are quick, concise, and most importantly speak clear English.  I don’t want my customers needs being lost in translation.  I get outsourcing, but come on guys, our most troublesome cases aren’t our regular postpaid customers.  I’d rather that be outsourced than every single other department.

  • MIKEEEEE

    60 minute holdtime. last time a called.

    not worth the effort anymore.

    • Smarter Than You

      Try to call other than PEAK TIMES…..duh!

      • MIKEEEEE

        0605 am eastern time is not a peak time.

        i’ve also gotten the ‘see you tomorrow’ message at 2330 eastern time when they were supposed to be open.

        i drive a truck nights and have no problem working off peak hours.

        how long are your hold times?

    • http://twitter.com/Tito_1 Felipe Zamora

      They blacklist. *67 the number to call from another phone and just do it that way.

  • http://twitter.com/Mrt1connect Mrt1connect

    Eh i didn’t see any change in the way cs dealt with us…probably the hold time for reaching a rep. anyway i have a direct to human number. cs does a wonderful job. I think maybe j.d. was slipped a little doe under the table to give verizon that title.

  • Sk33m0

    want better service and getting sick of harrassment and pressured into to taking a feature? send them that feedback as well.  

  • Silk7412

    I just called Customer Service to say ” thank you for all you do” and how i didn’t want to be apart of ATT. Why would i want to be with a dead last Co by JD powers. The rep was shocked the someone justed call to say thank you. i think it made her day. My  call was less than 6 min. how long would it take AT$T?

  • That_shawn

    Cool, now are they gonna fix the G2X camera with another update? Since it was ruined by the gingerbread update.

    • Demariomorgan

      yea cause gingerbread camera is garbage, LG’s was alot better

  • Moe

    I hit every number on the keypad a 1000 times while waiting because I was pissed I had to listen to stats – it eventually started skipping … then I hung up.  If they ever reinstate it, go wild.

  • Moe

    I hit every number on the keypad a 1000 times while waiting because I was pissed I had to listen to stats – it eventually started skipping … then I hung up.  If they ever reinstate it, go wild.

  • Hoppysport

    Hey, once you get T-mobile customer service on the phone they’re great…at least the US phone centers are. But the real problem is getting them on the phone. Hold times are ridiculous and insulting. And the music they play is awful and maddening.

    When you reach a non-US call center it’s like talking to Bozo on crack. Simply put, those outsorced phone reps are retarded. They are beyond numb. The contrast between the US and outsorced call centers is night and day.

    And what’s going to happen with our contracts and handsets if that corrupt buyout goes through?

  • stopthemerger

    Yeah I dropped 2 times today while on a call with support the last call stayed up but could barely hear the rep with all the background noise. 

  • stopthemerger

    I also found out today I lost coverage in a place that I had service before after investigation and calling the roaming network found that TMOBILE restricted Tmobile customers from getting on the roaming partners network.  I got ahold of the roaming network and they say hundreds of tmobile customers try to gain access to their network but are restricted by TMOBILE. How is that for Customer service and unlimited roaming.   Im sure that puts a big hurt on that carrier and will probably put them out of business. So much for competition looks like the evil plan is starting already.

    • Cellularcrazy09

      its because at&t wants to charge outrageous fees to t-mobile.  T-mobile isn’t going to allow you to do something that would cost them more than what you are paying.  Thats just business.  Thats why the FCC mandated that carriers are to work out favorable data roaming, but they haven’t.

    • Cellularcrazy09

      its because at&t wants to charge outrageous fees to t-mobile.  T-mobile isn’t going to allow you to do something that would cost them more than what you are paying.  Thats just business.  Thats why the FCC mandated that carriers are to work out favorable data roaming, but they haven’t.

  • stopthemerger

    I also found out today I lost coverage in a place that I had service before after investigation and calling the roaming network found that TMOBILE restricted Tmobile customers from getting on the roaming partners network.  I got ahold of the roaming network and they say hundreds of tmobile customers try to gain access to their network but are restricted by TMOBILE. How is that for Customer service and unlimited roaming.   Im sure that puts a big hurt on that carrier and will probably put them out of business. So much for competition looks like the evil plan is starting already.

  • stopthemerger

    Oh and by the way in areas that this roaming provider and ATT reside ATT roaming is allowed.  Go figure

  • stopthemerger

    Oh and by the way in areas that this roaming provider and ATT reside ATT roaming is allowed.  Go figure

  • Wilma Flintstone

    If Tmobile is listening, WE DONT WANT AT&T and GET RID OF THAT AT&T WHIPPING BOY PHILLIP HUMM aka SMEEGAL

  • Wilma Flintstone

    If Tmobile is listening, WE DONT WANT AT&T and GET RID OF THAT AT&T WHIPPING BOY PHILLIP HUMM aka SMEEGAL

  • http://twitter.com/FakeWinston winston churchill

    In addition to the automated customer service, T-mo needs to re-think their approach to outsourcing call centers.  Because talking to an agent doesn’t matter if they are unable to understand and process  my order.  I called up to switch to a Value Family Plan, and spoke to a nice gentlemen who understood exactly what I wanted to do with my line.  He sounded like he was from the southern US, and we had a brief, very effective interaction.  He then transferred me to new accounts, where I spoke to someone in an obviously outsourced call center.  The person I spoke to was completely robotic, and repeatedly failed to understand what I was asking for.  ”Family Value Plan.  2 lines.  1000 minutes.  Unlimited Text.  2GB of data.  This should be 79.99 per month.”  I repeated this many times to be as clear as possible.  At the end of our 30+ minute call, the customer service rep relied ” I have processed your new plan with 1000 minutes and unlimited text, now would you like to add any data services?”

    Ugh.  ”Yes.  2GB.  $79.99 per month.”  

    When I received my first bill, it was $150 higher than it should have been.  Upon inspection, I was being billed for each text message.

    Ugh.  I guess the part about unlimited text messaging that I repeated no less than 5 times, and then confirmed at the end of the call, was not clear enough.

    So I called up again, got another outsourced call, sort of understood what she was saying, and spent another 25 minutes getting the first mistake corrected.  She was very nice, but no less than 10 times she said “I will make sure this is fixed for you today so that you do not have to call back about this issue again.”

    Which could be interpreted as being nice.  But I read into it that repeat calling is becoming a huge issue with the outsourced call centers, and their managers are bringing the hammer down on the phone operators to make sure that people don’t have to call back.  As a result, their call times will skyrocket.

    And no, i’m not some 60 year old angry white guy who likes to rant about outsourcing.  I actually outsource a lot of my work to India, so I’m quite familiar with interpreting the unique dialect of “Overly Respectful Indian Office Worker.”  

    But, this is what happens when you let the bean counters make business decisions based on which number is smaller in the short term….I spent a hour of un-necessary time on the phone, and my opinion of T-Mobile was significantly lowered.

  • http://twitter.com/FakeWinston winston churchill

    In addition to the automated customer service, T-mo needs to re-think their approach to outsourcing call centers.  Because talking to an agent doesn’t matter if they are unable to understand and process  my order.  I called up to switch to a Value Family Plan, and spoke to a nice gentlemen who understood exactly what I wanted to do with my line.  He sounded like he was from the southern US, and we had a brief, very effective interaction.  He then transferred me to new accounts, where I spoke to someone in an obviously outsourced call center.  The person I spoke to was completely robotic, and repeatedly failed to understand what I was asking for.  ”Family Value Plan.  2 lines.  1000 minutes.  Unlimited Text.  2GB of data.  This should be 79.99 per month.”  I repeated this many times to be as clear as possible.  At the end of our 30+ minute call, the customer service rep relied ” I have processed your new plan with 1000 minutes and unlimited text, now would you like to add any data services?”

    Ugh.  ”Yes.  2GB.  $79.99 per month.”  

    When I received my first bill, it was $150 higher than it should have been.  Upon inspection, I was being billed for each text message.

    Ugh.  I guess the part about unlimited text messaging that I repeated no less than 5 times, and then confirmed at the end of the call, was not clear enough.

    So I called up again, got another outsourced call, sort of understood what she was saying, and spent another 25 minutes getting the first mistake corrected.  She was very nice, but no less than 10 times she said “I will make sure this is fixed for you today so that you do not have to call back about this issue again.”

    Which could be interpreted as being nice.  But I read into it that repeat calling is becoming a huge issue with the outsourced call centers, and their managers are bringing the hammer down on the phone operators to make sure that people don’t have to call back.  As a result, their call times will skyrocket.

    And no, i’m not some 60 year old angry white guy who likes to rant about outsourcing.  I actually outsource a lot of my work to India, so I’m quite familiar with interpreting the unique dialect of “Overly Respectful Indian Office Worker.”  

    But, this is what happens when you let the bean counters make business decisions based on which number is smaller in the short term….I spent a hour of un-necessary time on the phone, and my opinion of T-Mobile was significantly lowered.

    • Agora20

      This is not just due to outsourcing. This is T-Mobile, now, in general. They tried to get us on a new contract by telling us fake discounts or not being thorough about what certain plans required or entailed, good thing we declined. Only one of those calls involved a foreigner.. 

  • KenLar

    Looking forward to getting this phone on ATT-Mobile!!!  Can’t come soon enough.

    • Anonymous

      Ohhhkkkaayy?

      • H8stylist

        wow, tmonews just got visited by Lil’ Jon

  • George

    Idk why are you guys all bitching about the long waiting time when you can simply use their call back feature, just live your name and number and they’ll call you back…

    • Ggdron00

      I agree with you some people are too impatient.

    • Kayleetay86

      I agree with you as well, everyone who is complaining about the long hold times and “outsourced” reps don’t you think that the US reps are having a hard time realizing  that all the jobs are going to “outsourced” because they can pay their employees less and no Health care? Or the fact that we have no idea weather the merger with At&t will go thru or not and if we will have a job at all? Pissed off about your bill? here’s an idea, look at the damn thing then call us and tell us what your disputing! If’s it’s an error we fix it! Common knowledge is an amazing thing, stop, take 10 deep breaths and stop complaining about all the little issues. The people on the other line are Human as you are! People are to fast to react first wrong impression and the customer jumps ship to another company to pay more per month? OK !

    • Kayleetay86

      I agree with you as well, everyone who is complaining about the long hold times and “outsourced” reps don’t you think that the US reps are having a hard time realizing  that all the jobs are going to “outsourced” because they can pay their employees less and no Health care? Or the fact that we have no idea weather the merger with At&t will go thru or not and if we will have a job at all? Pissed off about your bill? here’s an idea, look at the damn thing then call us and tell us what your disputing! If’s it’s an error we fix it! Common knowledge is an amazing thing, stop, take 10 deep breaths and stop complaining about all the little issues. The people on the other line are Human as you are! People are to fast to react first wrong impression and the customer jumps ship to another company to pay more per month? OK !

    • HikageMaru

      I like the call-back feature, but strangely the last several times I called, it wasn’t offered.

    • HikageMaru

      I like the call-back feature, but strangely the last several times I called, it wasn’t offered.

  • George

    Idk why are you guys all bitching about the long waiting time when you can simply use their call back feature, just live your name and number and they’ll call you back…

  • George

    Idk why are you guys all bitching about the long waiting time when you can simply use their call back feature, just live your name and number and they’ll call you back…

  • the1who

    Well, my last call to them ever as a T-Mobile subscriber in the first week of August, I was experiencing this same issue of hating the poor routing behaviors they implemented. Too bad it is after I already cancelled that they make this change, was part of the reasons in why I made and pulled the trigger on the decision to leave.

  • HikageMaru

    I called T-Mobile Customer Service 4 times since the merger was announced—the latest was half an hour minutes ago.  And in each of those four calls, I got someone who was obviously in a foreign country with an accent so thick I could not communicate with the person.  Literally.  I am not exaggerating—I could not understand about 25% of what the person was saying.  And each time I called—they NEVER resolved my issue.  Now I’m waiting for someone to call me back to continue discussing this issue.  Still waiting.  I only went with T-Mobile because they had the best customer service.  Now that they’re apparently exporting their customer service to India, I intend to find a different provider once my contract expires.

    • H8stylist

      so what you are saying is that every time you go to a restaurant, gas station, or any other establishment where you are served by someone who is using english as a secondary language, you have obviously traveled outside the country.

      • Anonymous

        No, he’s saying that when he called in on several occasions his call ended up in one of the many foreign call centers that T-Mobile outsources to, he had a difficult time understanding the people he was speaking to because their command of the English language was marginal, and his issues were never resolved. 

        Red herring arguments simply make you look ignorant. 

        • H8stylist

          my point is simply that you have no clue whether a call is in the united states or not.  you only have your assumptions.  so, unless you asked and the operator told you where they are (which they aren’t supposed to do outsourced or not) you are only making assumptions.

          and it is not a “Red herring argument”.  if you wanna throw fancy terms out there, learn how to use them.  i was speaking to the topic at hand, saying people assume if they are on the phone with someone that has a thick accent, it has to be outsourced.  

          assumptions make you look ignorant….

        • Anonymous

          Well, actually your reponse is the definition of a red herring argument. If you don’t understand what that means, try Wikipedia. See also “irrelevant conclusion.”

          Regarding assumptions, I’m going to be charitable and assume that you have an IQ past 80 and that you don’t suffer from some grave mental defect. (Admittedly, based on the content of some of your other posts, that is quite a stretch, but as I said, we’re being charitable.)

          Assuming that you have the common sense that God granted a rodent, you would know that native English speakers of average intelligence should have very little problem discerning whether or not they are speaking to a foreigner based on their patterns of speech and cultural disconnection. As presumably every person in America who has had to make a customer service call in the last ten years has had some experience with dealing with individuals in an outsourced, foreign call center, it’s not a stretch to assume that they are capable of recognizing when they are speaking with someone from North America, and when they are speaking with someone who is half a world away. To imply that someone is incapable of knowing whether or not they are speaking to a fellow American (or Canadian, I do realize that T-Mobile outsources heavily to Canada) is tantamount to saying that we ought to ignore empirical evidence unless we have corroborating written documentation of the fact we are trying to ascertain.

          There’s nothing wrong with being a foreigner, or with someone in a foreign country taking customer service calls. (The loss of American jobs to overseas call centers is tragic, and is something that should be addressed politically but I’m not trying to start a debate about free trade and US labor politics right now.) The problem arises when the linguisitic and cultural barriers are so great that customers either can’t understand what the person on the other end is saying because they are simply unintelligble, or when customers feel insulted and are aggravated by the agent’s obsequious manner that is used to mask their basic incomptence.

          I worked for a number of years for T-Mobile in several capacities in several different calls centers. I watched countless people get hired and fired, and I can tell you that I can’t recall a single instance where the company hired someone who couldn’t communicate effectively in the English language. Even in the BQ, the reps were all fluent in English and had no problem communicating with their customers in either English or Spanish. There’s a difference between an accent and being unintelligble, and I assume that any halfway intelligent person can discern the difference.

        • H8stylist

          for your pseudo intellectual knowledge:  red herring is an argument, given in response to another argument, which does not address the original issue. See also irrelevant conclusion.

          therefore, nothing about my original argument was irrelevant or off topic.  you want to get personal in every response countering you, making inflammatory comments without proving anything on your side.  get over yourself.

          there is a difference between a linguistic barrier and assuming a business has outsourced.  i have also worked in a call center where there were people with very thick accents, and in side by side monitors, some customers would have problems understanding the person.  just because someone is fluent in english, does not mean their accent does not get in the way of getting their thought across.  assuming a linguistic barrier equals outsourcing is ignorant.  saying that someone who is fluent in english should be denied a job in communications simply over their accent is considered discrimination.

          just so you know i have sat next to people (born and raised americans) who had problems understanding customers calling in from new york, lousiana, and other states due to the accents that are prominent in that area.

        • Anonymous

          As an employer, I’m perfectly free to discriminate among job candidates based on any number of factors, as long as those factors do not fall under the definition of a “protected class.” Under Federal law, protected classes include race, gender, national origin, age, religion, veteran status, familial status and genetic background. Some states include sexual orientation in their particular statutes. 

          One’s ability to communicate effectively, or the lack thereof, does not place an individual in a protected class. It would be illegal (although difficult to prove) for me to discriminate against people because of their ethnic origin. It is perfectly legal to discriminate against someone whose accent precludes their ability to communicate effectively in the English language. 

          And yes, your reply was off topic. The OP was expressing his frustration regarding having his call handled by representatives whose accent made them unintelligible and whose incompetence made them unable to resolve his issue. Instead of addressing the issues he stated, you attempted to put words in his mouth and argue about whether or not a person is capable of determining whether or not they are speaking with someone in the US. Your premise, that someone has no way of knowing if they are dealing with someone in the same country is absurd, you might as well argue about whether the sky is blue. One doesn’t have to be Sherlock Holmes to figure out if they are talking to someone in a foreign country, there are innumerable clues that give it away and to imply that someone can’t know for sure is just silly. 
          Since you work for T-Mobile I presume you have at least some surface awareness of the volume of calls that are outsourced. (And to be clear, when we are talking about outsourcing here, we are referring specifically to offshoring, nobody is talking about calls that are sent to Sitel in the US) Unless you’ve been living in a bubble for the last ten years, I’m certain that you’ve had experiences of your own dealing with offshore customer service that have left you frustrated. His complaint is perfectly legitimate and echos the frustration consumers experience dealing with the customer service arms of many major corporations today. If you think of yourself as a professional in the wireless industry, then you should be able to recognize the legitimacy of his complaint and respond in a professional manner instead of making absurd comparisons to gas station workers and restaurant employees. 

          Implying that the offshoring is not taking place is intellectually dishonest.

        • H8stylist

          for a pseudo intellectual, i would figure you would at least have caught on by now that i do not work for t-mobile any longer, nor do i wish to.  however, i still like to give reason to those who obviously have a lack of it.  with all of our sparring i would think one of those jabs had hit home (since i speak in past tense).  i guess you are punch drunk.

          no it was not off topic, i will not argue this point any longer other than to say he was saying he spoke to someone he could not understand, i argued that linguistic barriers do not give any logistic specifications on where someone is communicating with them.  if you want to argue that to make yourself not have to admit that you misspoke yourself (AGAIN, after our last sparring which was hilarious), that is your decision to make.

          outsourcing is a legitimate concern, however, without going into a completely different argument i will simply say i disagree with it.  to imply that i have said that it doesn’t is an ignorant statement since i have already stated previously that it does.  however, linguistic barriers have nothing to do with outsourcing.  

          and SHERLOCK, tell me, what are these clues you speak of?  are they accent?  are they a lack of understanding?  are they people who just have no clue what to do?  hell, i could point a number of CSR’s out to you in the states that fit that bill for ya…….

        • Anonymous

          Well, as I said to someone else a while ago on Tmonews, it’s a shame that you don’t work for T-Mobile any longer, at least then you’d have an excuse.

          “Linguistic barriers do not give any logistic specifications on where someone is communicating…” would be a valid point. “so what you are saying is that every time you go to a restaurant, gas station, or any other establishment where you are served by someone who is using english as a secondary language, you have obviously traveled outside the country,” is simply putting words in someone’s mouth and attempting to divert the issue. Whether that constitutes a red herring or an irrelevant conclusion is I suppose a debate better left for a philosophy class. If you were advancing the proposition you say you were advancing, then perhaps you should have been more clear, instead of being dismissive and curt. 

          How do I know when I’m speaking to someone overseas? Well, that’s really an epistemological question and it’s a little late in the evening for me to answer that adequately. Perhaps we can debate that point in future sparring sessions. For now, I’ll just paraphrase Justice Potter Stewart. “I know it when I see it.”

          By the way, I apologize for personally attacking you earlier. I have a bad habit of going for the throat when I’m “sparring” online. 

        • Anonymous

          Well, actually your reponse is the definition of a red herring argument. If you don’t understand what that means, try Wikipedia. See also “irrelevant conclusion.”

          Regarding assumptions, I’m going to be charitable and assume that you have an IQ past 80 and that you don’t suffer from some grave mental defect. (Admittedly, based on the content of some of your other posts, that is quite a stretch, but as I said, we’re being charitable.)

          Assuming that you have the common sense that God granted a rodent, you would know that native English speakers of average intelligence should have very little problem discerning whether or not they are speaking to a foreigner based on their patterns of speech and cultural disconnection. As presumably every person in America who has had to make a customer service call in the last ten years has had some experience with dealing with individuals in an outsourced, foreign call center, it’s not a stretch to assume that they are capable of recognizing when they are speaking with someone from North America, and when they are speaking with someone who is half a world away. To imply that someone is incapable of knowing whether or not they are speaking to a fellow American (or Canadian, I do realize that T-Mobile outsources heavily to Canada) is tantamount to saying that we ought to ignore empirical evidence unless we have corroborating written documentation of the fact we are trying to ascertain.

          There’s nothing wrong with being a foreigner, or with someone in a foreign country taking customer service calls. (The loss of American jobs to overseas call centers is tragic, and is something that should be addressed politically but I’m not trying to start a debate about free trade and US labor politics right now.) The problem arises when the linguisitic and cultural barriers are so great that customers either can’t understand what the person on the other end is saying because they are simply unintelligble, or when customers feel insulted and are aggravated by the agent’s obsequious manner that is used to mask their basic incomptence.

          I worked for a number of years for T-Mobile in several capacities in several different calls centers. I watched countless people get hired and fired, and I can tell you that I can’t recall a single instance where the company hired someone who couldn’t communicate effectively in the English language. Even in the BQ, the reps were all fluent in English and had no problem communicating with their customers in either English or Spanish. There’s a difference between an accent and being unintelligble, and I assume that any halfway intelligent person can discern the difference.

        • Anonymous

          Well, actually your reponse is the definition of a red herring argument. If you don’t understand what that means, try Wikipedia. See also “irrelevant conclusion.”

          Regarding assumptions, I’m going to be charitable and assume that you have an IQ past 80 and that you don’t suffer from some grave mental defect. (Admittedly, based on the content of some of your other posts, that is quite a stretch, but as I said, we’re being charitable.)

          Assuming that you have the common sense that God granted a rodent, you would know that native English speakers of average intelligence should have very little problem discerning whether or not they are speaking to a foreigner based on their patterns of speech and cultural disconnection. As presumably every person in America who has had to make a customer service call in the last ten years has had some experience with dealing with individuals in an outsourced, foreign call center, it’s not a stretch to assume that they are capable of recognizing when they are speaking with someone from North America, and when they are speaking with someone who is half a world away. To imply that someone is incapable of knowing whether or not they are speaking to a fellow American (or Canadian, I do realize that T-Mobile outsources heavily to Canada) is tantamount to saying that we ought to ignore empirical evidence unless we have corroborating written documentation of the fact we are trying to ascertain.

          There’s nothing wrong with being a foreigner, or with someone in a foreign country taking customer service calls. (The loss of American jobs to overseas call centers is tragic, and is something that should be addressed politically but I’m not trying to start a debate about free trade and US labor politics right now.) The problem arises when the linguisitic and cultural barriers are so great that customers either can’t understand what the person on the other end is saying because they are simply unintelligble, or when customers feel insulted and are aggravated by the agent’s obsequious manner that is used to mask their basic incomptence.

          I worked for a number of years for T-Mobile in several capacities in several different calls centers. I watched countless people get hired and fired, and I can tell you that I can’t recall a single instance where the company hired someone who couldn’t communicate effectively in the English language. Even in the BQ, the reps were all fluent in English and had no problem communicating with their customers in either English or Spanish. There’s a difference between an accent and being unintelligble, and I assume that any halfway intelligent person can discern the difference.

      • HikageMaru

        No, that is not what I’m saying.  I am bilingual, have studied several languages, I lived half of my youth abroad, and my mother speaks English as a second language just so you know.

        I’m saying that their English was so bad that I could not understand what they were saying.

  • Lcc1_

    When I had my phone issues, I was able to speak to someone that actually spoke English and wasnt in a foreign country, thank God. As bad as the wait time was, I was really happy w/the way things turned out after all the phone issues I was having and being able to speak directly to a manager. She was great and was willing to come up w/a compromise. She was from the customer loyalty dept. Probably one of the best customer service I’ve received in a long time from anyone not just TMo. I even put in a good word w/her boss. I dont do that very often BUT she went above and beyond. As a customer that’s why I have been a long time TMo customer b/c of people like her who actually care. There are still some cust service reps that are still willing to help you in anyway they can and I was one of the lucky ones. So if OR when AT&T takes over, I am sticking w/TMo no matter how shotty and frustrating at times calling TMo can be.

    • Lcc1_

      I’d also like to add that when and if AT&T takes over, I will be done. AT&T were the 1st carrier I was with when they were still Cingular and I left b/c they have the WORSE cust service and judging from a lot of posters on here….looks like they still are even though its AT&T

    • Lcc1_

      I’d also like to add that when and if AT&T takes over, I will be done. AT&T were the 1st carrier I was with when they were still Cingular and I left b/c they have the WORSE cust service and judging from a lot of posters on here….looks like they still are even though its AT&T

  • Lcc1_

    When I had my phone issues, I was able to speak to someone that actually spoke English and wasnt in a foreign country, thank God. As bad as the wait time was, I was really happy w/the way things turned out after all the phone issues I was having and being able to speak directly to a manager. She was great and was willing to come up w/a compromise. She was from the customer loyalty dept. Probably one of the best customer service I’ve received in a long time from anyone not just TMo. I even put in a good word w/her boss. I dont do that very often BUT she went above and beyond. As a customer that’s why I have been a long time TMo customer b/c of people like her who actually care. There are still some cust service reps that are still willing to help you in anyway they can and I was one of the lucky ones. So if OR when AT&T takes over, I am sticking w/TMo no matter how shotty and frustrating at times calling TMo can be.

  • Chill137ks40

    I called them last night an after a 50 minute wait time to even talk to someone she was obvesoulsy not in the US, I asked where she was located and her reply was we are unable to give out that information… Figures…TMOBILE you better wake the hell up….

  • Chill137ks40

    I called them last night an after a 50 minute wait time to even talk to someone she was obvesoulsy not in the US, I asked where she was located and her reply was we are unable to give out that information… Figures…TMOBILE you better wake the hell up….

    • http://twitter.com/bruce_leer0y Tewn Ah

      T-mobile customer service is in the US

    • http://twitter.com/bruce_leer0y Tewn Ah

      T-mobile customer service is in the US

      • Fake Winston Churchill

        Customer Care is in the US…. But they route to different departments who may or may not be in the us. In my case, they were very obviously in India.

      • Fake Winston Churchill

        Customer Care is in the US…. But they route to different departments who may or may not be in the us. In my case, they were very obviously in India.

    • http://twitter.com/bruce_leer0y Tewn Ah

      T-mobile customer service is in the US

    • Seymour Scrilla

      Lol I was in a tmo store the other day and the guy who worked their called and the customer service sucked so bad he asked where she was and she couldn’t tell him lol he said, “after all the information I just gave you, you can’t tell me what country you’re in.”

      • H8stylist

        because as a customer you are calling in for information, service, or assistance.  they aren’t calling you.

    • pete

      TMobile is only USA, Canada and Puerto Rico.  For security reasons they don’t give their location.

      • H8stylist

        added: only outsourced programs are/were flexpay, smartaccess, prepaid, and activations (not sure on activations but i was told this, although i have spoken to many in activations that were american)

        • Anonymous

          Unless things have changed since I was there, if you’re talking about consumer activations they were probably Canadian. (Business activations may be a different story, they used to handle some functions out of Bellingham, I have no idea what they’re doing now.) There actually used to be a document available in Streamline that identified where all the oursource call centers were and what their function was. I don’t know if it’s still available, but if it is, you should check it out. It’s rather eye opening.

        • Kurners

          Activations is in Canada and the South, either Mississippi or Louisiana, forgot which. I asked them when I was working there.

  • Phil

    Last time spent two and a half hours just to connect with my Blackberry support team its disrespectful to us as to the customers who pay for the service. But if you call and say I want to add a new line you will be are connected in 5 minutes max …If there is no changes and the service does not rise back to normal, it is easier to go to the Simply Mobile. NO Customer service its ok. T-Mobile do not have it to…..

  • Phil

    Last time spent two and a half hours just to connect with my Blackberry support team its disrespectful to us as to the customers who pay for the service. But if you call and say I want to add a new line you will be are connected in 5 minutes max …If there is no changes and the service does not rise back to normal, it is easier to go to the Simply Mobile. NO Customer service its ok. T-Mobile do not have it to…..

  • Phil

    Last time spent two and a half hours just to connect with my Blackberry support team its disrespectful to us as to the customers who pay for the service. But if you call and say I want to add a new line you will be are connected in 5 minutes max …If there is no changes and the service does not rise back to normal, it is easier to go to the Simply Mobile. NO Customer service its ok. T-Mobile do not have it to…..

  • Jeffreygreen1315

    This is a bunch BULLSH*T! The last three times that I have call cs, i’ve been on hold for at least 50 plus minutes just for someone to come on and say ” Hello, Hello customer, I can’t hear you!” then hang up. This has happened twice. I still believe at&t people are handling the cs or they have released most of their cs reps! I have never been this pissed about any mobile carrier’s cs before in life! At this point when my contract is up…..I’m gone….

  • Jeffreygreen1315

    This is a bunch BULLSH*T! The last three times that I have call cs, i’ve been on hold for at least 50 plus minutes just for someone to come on and say ” Hello, Hello customer, I can’t hear you!” then hang up. This has happened twice. I still believe at&t people are handling the cs or they have released most of their cs reps! I have never been this pissed about any mobile carrier’s cs before in life! At this point when my contract is up…..I’m gone….

  • Jeffreygreen1315

    This is a bunch BULLSH*T! The last three times that I have call cs, i’ve been on hold for at least 50 plus minutes just for someone to come on and say ” Hello, Hello customer, I can’t hear you!” then hang up. This has happened twice. I still believe at&t people are handling the cs or they have released most of their cs reps! I have never been this pissed about any mobile carrier’s cs before in life! At this point when my contract is up…..I’m gone….

  • Jeffreygreen1315

    This is a bunch BULLSH*T! The last three times that I have call cs, i’ve been on hold for at least 50 plus minutes just for someone to come on and say ” Hello, Hello customer, I can’t hear you!” then hang up. This has happened twice. I still believe at&t people are handling the cs or they have released most of their cs reps! I have never been this pissed about any mobile carrier’s cs before in life! At this point when my contract is up…..I’m gone….