Tag Archives: Customer service

T-Mobile Responds To Reuters Story Regarding Call Center Job Cuts

In response to last weeks report about Deutsche Telekom cutting almost 2,600 jobs at their American arm, T-Mobile USA has now responded with their own statement that hopes to clear the confusion. What is apparent is that T-Mobile believes this “rumor” was spread by the Communication Workers of America union and that the information provided simply isn’t true. The recent rumor spread by the CWA that T-Mobile has cut call center jobs … [read full article]

Deutsche Telekom Says T-Mobile USA Staff Cuts Not Related To AT&T Talks

With the FCC restarting the clock that continues the approval process for AT&T’s takeover of T-Mobile USA, Deutsche Telekom is defending recent job cuts and insisting the AT&T deal has nothing to do with said job cuts. In the past few months Deutsche Telekom has cut almost 2,600 jobs at T-Mobile USA call centers calling that a natural “fluctuation” in their staff count. “We have not carried out any measures to … [read full article]

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 … [read full article]

T-Mobile Ranks Highest In Customer Purchase Experience According To JD Power

While we’ve expressed some concerns regarding the overall direction we feel T-Mobile’s customer service has taken in recent months, JD power has seen fit to award them top honors in the Wireless Purchase Experience category. Coming in with an overall score of 755 out of a 1,000 point scale T-Mobile tied with frienemy Sprint for the top honor. The award rates a wireless purchase experience based on any one of three contact … [read full article]

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

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

T-Mobile Bests AT&T In Customer Satisfaction Survey

One of the biggest points echoed by T-Mobile customers when the topic turns to a potential AT&T merger is what will happen to their company’s praised customer service? While all wireless customer service departments are imperfect, T-Mobile has proven time and time again they are diamond in the rough and have the JD Power awards to support that statement. Thanks to Consumer Reports we have a look at how people really … [read full article]

Customer Care Closed For President’s Day

If you were planing on getting that overdue bill fixed or getting an extra discount from the Loyalty Dept., you might want to do it before President’s Day. T-Mobile states that most Customer Service and Sales will be closed for the upcoming holiday between 10 p.m PT on February 20th and 3 a.m PT on February 22nd. If you try to reach General Care, Customer Loyalty, Financial Care, or FlexPay between the hours … [read full article]

JD Powers Awards T-Mobile For Best Customer Service

For the second consecutive year T-Mobile has been awarded the highest ranking by JD Powers for the best customer service in wireless. This is just one of many JD Powers awards T-Mobile has decorating the shelves in Bellevue and we suspect there are more on the horizon. While some of you find yourselves longing for a deeper selection of handsets it’s hard to argue that customer service in the wireless industry isn’t … [read full article]

T-Mobile Takes Best Customer Service Win According To Laptop Mag

By now T-Mobile is used to winning customer service excellence awards but each and every one must give them another shot of pride. This time Laptop Magazine, one of my favorite sites has rated T-Mobile as having the best customer service among the big four carriers. T-Mobile doesn’t come off perfect, but this wholly unscientific test shows that by and large T-Mobile reps were more informed and faster at getting the … [read full article]

T-Mobile Ranks Second In Customer Service According To Consumer Reports

One of the T-Mobile claims to fame has always been outstanding customer service in an industry known for anything but that. A JD Power favorite, T-Mobile has seen an increased need for outstanding customer service support with the Sidekick debacle and outage that caused widespread anger against T-Mobile for being so quiet regarding the issue. Either way, Appleinsider points out that T-Mobile, while scoring behind Verizon, was found to be superior to … [read full article]

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