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.