T-Mobile launches Team of Experts for better customer service

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T-Mobile’s next Un-carrier move is all about customer service.

T-Mobile Team of Experts is a group of 30 to 40 customer care employees that serves a city. These customer service reps sit together and are trained on a wide range of topics so that you don’t have to get bounced around from one person to another. These reps can also work with specialists in T-Mobile’s retail stores and engineering for more specialized issues.

When you need to contact your Team of Experts, you can do so over the phone, through iMessage using Apple Business Chat, or messaging through the T-Mobile app. You can also schedule a call, and soon, T-Mobile says that you’ll be able to tell Amazon Alexa or Google Assistant to have your Team of Experts call you. You can contact your Team of Experts 24/7, but the U.S.-based support will be available from 7:00 am to 9:00 pm. Outside of those hours, you’ll get the global customer support, but T-Mobile does say that it’s expanding its Team of Experts effort to its global partners and will have Team of Experts available 24/7 everywhere by early 2019.

T-Mobile says Team of Experts is now live for postpaid customers. It’s being rolled out to all business and public sector customers, too.

The goal of Team of Experts is to improve the customer service experience by eliminating Interactive Voice Response (IVR), robots, and bouncing callers around to several different support reps. There’s no question that it can be frustrating being bounced around to multiple support reps and being asked by a robot to press buttons, and Team of Experts sounds like it could be an improvement. We’ll have to see how the service works in practice, though. The good news is that it’s going live today, so the next time that you need some help with your T-Mobile bill or service, you should be able to give Team of Experts a try for yourself.

Source: T-Mobile

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  • Jason Caprio

    You’ve got to be kidding me. This is the new un-carrier movement?! I fail to see exactly what was “decommissioned” as the teaser indicated? I think maybe once in my life I had to use support for my cell service. At this point T-Mobile is grasping at straws. Good customer support is supposed to be a given for any company. This “change” didn’t need an un-carrier announcement.

    In a real sense in terms of the actual service and pricing, nothing has changed. All this hype for nothing lol

    • Ocepi

      I agree it’s a bit of a let down, but all of the other uncarrier initiatives were things that should have been done as well, and nobody else in the industry was doing them, including this one. For me it’s disappointing because I never have and likely never will contact customer service and this is added overhead that will get passed on to the consumer via rate increases most likely. Unless of course they can somehow reduce costs by getting problems solved more quickly, a novel idea.

      • Jason Caprio

        I know what you mean. While this “un-carrier move” is a complete and utter joke and letdown. Honestly, many un-carrier moves weren’t exactly groundbreaking. I believe the ONLY 2 moves that actually benefited many people, were Simple Global and Mobile without Borders. All the rest were gimmicks.

        • Ocepi

          Binge on and music freedom? I use those extensively.

        • Jason Caprio

          True, but they are meaningless on an unlimited plan.

    • Phone Guy

      This was one of their most important one. You may not call customer care but people with complex accounts need to. Awesome announcement.

  • nutmac

    So basically, Team of Experts is like Apple Genius? I guess that’s all good and all, but I don’t think Apple would ever hold a press event to unveil initiatives like Apple Genius.

    And free 1-year of Pandora Plus ($4.99/month streaming radio without ads) and Live Nation discount do not frankly deserve Un-Carrier event either. They are the type of things that would be normally announced from T-Mobile Tuesdays.

    • icwhatudidthere

      Apple totally did a big thing about the Genius Bar when they first opened Apple stores.

      • nutmac

        Apple Store was announced on May 2001, not as a press conference, but Steve Jobs inviting the press and fans into the first Apple Store. And Genius Bar certainly was a small part.

        It would be one thing if T-Mobile announced new customer experience that encompassed customer support, corporate store, and the website. Of the three, I would actually say customer support is least in need of improvement.

        I want to easily order or upgrade phone online, then walk into the nearby store to pick it up, and dropping off my old phone for trade in credit.

        If I want to add a line to my plan, I want the website to clearly explain before and after cost (including taxes and fees, if any), as well as pointing out any benefit or promo that may be affected as a result.

        If I have a billing issue, I want to open a case directly from the billing statement.

        If I have a coverage issue, I want to open an app or website and report the location.

        Chatting or calling customer support should be the last line of defense.

    • They_Call_Me_Bruce

      You do know that Apple basically invented the big press conference to announce nothing special right?

    • Phone Guy

      I have 9 lines. All adults. About 7 of them will use the Pandora benefit. 12 mo x 5 x 7 = 420 bucks. Nice little deal.

  • pseudoswede

    I live in Denver, and I’ve been constantly connected to a group in Colorado Springs for the past few months within minutes of having to yell “representative” constantly because T-Mobile’s IVR doesn’t seem to understand that word (one of the biggest ironies I saw in today’s video). One thing that Legere does continue to harp about indirectly–T-Mobile doesn’t care about long-term customers. You know what? I’ve been a customer since Jamie Lee Curtis was pimping VoiceStream. I’ve been a customer for almost 18 years now (and close to $30,000 by my calculations [yikes!]). I should get access to highly competent customer service representatives quicker than someone who has been a customer for only six months. You know why airlines offer special phone numbers to elite flyers? Because they are typically the ones who need to speak to someone fast; they are rewarding your loyalty with low hold times and competent, US-based CSRs.

    The Pandora thing is nice. They have the absolute best curated stand-up comedy channel. I hope you can subscribe without having to give credit card information so that you don’t have to worry about cancelling and getting billed for a renewal.

    The Live Nation thing, as someone said, should’ve been more of a T-Mobile Tuesday promo. Live Nation & Ticketmaster basically have no presence in Denver, so it’s a disappointing moot point for me.

    • steveb944

      +1 Voicestream user, nice line. I miss all those rep ads.

      There should be some sort of loyalty program instead of useless discounts and giveaways.

  • Francisco Peña

    I already have Pandora Plus, but I’ll unsubscribe to save $5.

    But this UnCarrier is weak. I guess the time to upend wireless has long gone. Like the housing bubble… the good times and great prices (for home sellers) is long gone.

    • slybacon

      What did you want them to change?

      • (J²)

        Right! This uncarrier was needed a few years ago! Although I’m not jumping out of my seat, it was a much needed change.

      • Francisco Peña

        4 lines – $100 unlimited. booya. Not the Essentials crap either.

        • slybacon

          That’s not a pain point.

        • Phone Guy

          Lowering the bill is not an uncarrier move. That’s just making T-Mobile like a prepaid carrier. If they lower the price too much, it will be packed with the pre-paid kids, and then there goes the service.

    • SirStephenH

      Supposedly it’s for new and existing subscribers.

  • Android_God

    Is this the uncarrier announcement? John’s teaser made it appear as if it was going to be about TMobile TV. I feel ripped off!

    • slybacon

      A few more months, according to what he said today.

      • (J²)

        That’s a relief, I feel like I’ve been waiting forever.

        With T-Mobile acquiring another carrier and another line of business entirely, this uncarrier needed to happen! So while I’m not thrilled, I am happy with this.

  • Android_God

    So this uncarrier announcement was basically T-Mobile acting as if they’ve done something super spectacular by providing good customer support? That’s your f****** jjob, shitheads

    • slybacon

      And clearly T-Mobile has done it best according to J.D. Power. They are just trying to improve while the rest of the United States customer supports digress.

      • Zach B.

        What’s sad is how bad T-Mobiles current (they’d have us believe now past) customer service is. I hated having to call in to get their constant billing mistakes, wrong trade in values, or missing credits fixed. Worst experience of my life. Yet they got an award for it, hate to see how bad the other guys are to not be able to pass such a low bar!

        • Romdude

          Always ask for the loyalty team. If still no go, use Tforce.

    • (J²)

      Well, it needed to happen if T-Mobile intends on being a bigger company and leading the pack, this huge overhaul was necessary. No, I’m not thrilled but honestly last week was the first time I called T-Mobile, got a representative to assist me without transferring me, despite being on the call for 45 minutes… The representative made the wait enjoyable by being a human being lol

      It’s hard to get that experience anywhere and as time has gone on, I think we all have become content with sub-par customer service.

      I’m not thrilled but it was a much needed change and T-Mobile is setting the bar high for those watching.

    • Romdude

      What do the other carriers offer? As far as I know it’s an automated system first.

  • Colin

    I have had Team of Experts for a year. They have been great to work with. Did not know this was a beta program that is now official.

    • Phone Guy

      I love my team of experts as well. They solve my problems much quicker.

  • Charmed79

    Well…. This was a major let down!

  • Ty Christensen

    I’ve had the team of experts from Idaho for quite some time now, they have been great but I was told we got them because we’ve been with T-Mobile for 15 years so now everyone gets them? This is unacceptable, hahaha, j/k. Way to go to TMo but was hoping for something bigger for the un-carrier announcement!

    • David Guzman

      Maybe they were testing in Idaho, how is it compared to the standard help desk?

      • Phone Guy

        Way, way better. I have had my team in New Mexico for about a year now. They know me by name. Hi xxx, i haven’t talked to you in a while, etc. They solve my problems, and all speak English. However, currently they close around 9pm and calls go back to Asia or wherever. So I just call back the next day.

    • Phone Guy

      That team of experts (mine is in New Mexico) makes all the difference. Its so much more civilized. (And I don’t have to speak Tagalog). :)

  • Jason Caprio

    My coworkers would probably riot if we switched hahaha!!! It all comes down what is the primary market for each provider:

    Verizon/AT&T = Serious users who need a dependable service that works everywhere, especially for business usage.

    T-Mobile = Millennials/Gen-Z kids who like to steam videos all day. Sedentary users who live in big cities that never travel.

    Sprint = Those who don’t care about reliability/coverage who want a cheap service.

    • Axel I

      T-Mobile? Never trave??? Perhaps never travel domestic. With T-Mo I roamed in over 60 countries in the past 2 years. Intl roaming is more important for most of Geb-Xers than coverage in Oklahoma or other landlocked state.

      • Jason Caprio

        You make a very valid point, however I don’t believe most people seek out a domestic cell provider based on international roaming. As it stands today, T-Mobile does offer the best international roaming deal. I think Sprint has something similar, as well as Project Fi/Metro PCS MVNOs.

        • steveb944

          If international roaming didn’t matter Tmobile would not be expanding it as they have throughout the years.

      • Romdude

        Yup before the international, I spent $200 and my wife spent $200 on tmobile when we went on a 1 month vacation. Now I don’t have to worry. My friend paid $450 on AT&T when travelling internationally and had bad connection while his niece was just playing on her T-Mobile phone for free. If you travel, it’s a big deal but GoogleFI is better since they have faster speed overseas.

        • Axel I

          Google Fi is MVNO. I would not go with MVNO. I use Surfroam is I need high-speed access.

        • Romdude

          Yes it is but it is very useful if you travel overseas often, check it out first, it’s the most recommended for frequent travelers probably because of faster data and straight payments, don’t know how they are able to get faster speeds and what agreements they have, probably similar to t-mobiles agreements. Again, this is just an alternative if you want a service you can take with you when you are travelling and you just pay what you need.

        • Phone Guy

          Now T-Mobile has 4G in 200 plus countries. Its the new $5 plan. Works awesome.

    • (J²)

      This is a bit misinformed.

      T-Mobile has almost comparable coverage, it’s the reception in some areas that is piss poor. That’s a fading problem but it exists in big cities and in rural areas.

      Apart from switching frequencies (and the problems that come along with it), domestic travel is usually fine. International perks is a huge plus.

      The reason why T-Mobile is more appealing to consumers and not businesses is due to the needs being different. Business customers are more likely to need hotspot (anywhere) and less likely to rely on Wi-Fi when at home or in the office or from place to place.

      Many of us stand behind T-Mobile because of the Uncarrier movement and efforts to dethrone Verizon and AT&T. We do not want these two companies dictating our future. T-Mobile subscribers do not all care about video streaming.

      Fact of the matter is, most people do not know the ins and outs of the 4 carriers.

    • steveb944

      AT&T= forced Business usage for mediocre coverage. My T-Mobile service always works better than my work issued device.

  • Edwin Rodriguez

    What a joke , now I know why this want to charge you high on a down payment now because they have to found someone to pay for there so call live customer service. Nothing new

    • (J²)

      Well, T-Mobile has been improving its customer service for a few years now. A few years ago, T-Mobile did not offer 24/7 support only 7am to 11pm. Also, chat was expanded, then social media and recently iPhone users can use the iOS Business feature to iMessage T-Mobile for support.

      T-Mobile is now reorganizing it’s call centers and support model entirely. They are basically throwing out the scripts and encouraging normal human interactions. Surprisingly, being on a 45 minute call was more pleasant when I connected with a human at my local call center in TN – instead of some empty headed representative that has to talk on script. *Yes, I know they aren’t actually empty headed (at least not all*

      The down payments have been in place for some time now as the phone prices are soaring. The down payments will continue to be tweaked based on customer tenure and credit classification. T-Mobile introduced this with the iPhone and down payments were required at launch to some but not all. The carriers are trying to find the sweet spot of what they can charge high risk customers or customers in general without turning them away entirely. So, this will always be subject to change.

      T-Mobile introduced a new perk, “Well Qualified for All” in an earlier Uncarrier to those who have been a customer and made payments on-time for 12 months. If you struggle to make payments or simply choose to pay when you want then you will not have a good credit classification after 12 months (or ever if the pattern continues).

  • pda96

    That’s it? This is considered “Un-Carrier” ?? Talk about much ado about nothing. What a waste of coverage time.

  • Red

    The whining, it hurts my eyes!!!

  • Fan_Posting

    Correction: As a 14 year plus customer, it has been an overall very Positive experience, and especially T-mobile customer service call centers.

    I think one area of improvement that is needed is at the retail stores.

    Sometimes, the sales Associates appear to be clueless about their promotions and/or their productions (plans, devices). Also, at times, the level of service fluctuations, from good to not acknowledging and/or greeting the customer(s).

    As such, I have written (suggested) to T-mobile leadership, requesting that they have a sign-in sheet for the customer(s), especially doing peak times to avoid any confusion.

    • Matt Macaluso

      Every time I go to a store they have me sign in…

    • Phone Guy

      My stores that I go to all have sign in sheets.

    • Plow Rox

      The last time I hit my local TM store they had a person with a tablet putting your name in the que, then telling you which person was ready to help you.
      Nice and slick!

  • TaskForce141

    If they really want to be Uncarrier, how about pushing out timely security updates and newer Android versions (if compatible) for all phones, not just newer ones.

    • Deadeye37

      It all depends on if the maker of the phone has created the update. I totally agree that T-mobile should be releasing those updates almost instantly after the manufacturer releases the update, or let us know if their testing failed with that update so we know what’s going on.

  • riverhorse

    At least it’s not the BB Geek Squad…be grateful for this kids.

  • Lit

    Too many entitled people in here. They always assume Un-carrier = free stuff…

    • nutmac

      If Team of Experts was announced without the fanfare of Un-Carrier, I would agree with you. But the truth of the matter is, T-Mobile had pretty good customer service to begin with. Team of Experts is the next refinement in improving customer service, BUT without improving the store and online experiences, I don’t think it deserves all the Un-Carrier event hype.

    • pda96

      Not really. An “Un-Carrier” move usually means removing some sort of “pain point” for the customers. This is what John Legere preached about a lot in the past. However, I can’t say that dealing with TMO customer support has been painful for me. If TMO wants to differentiate themselves from the other carriers by hiring more people to man the call lines, that’s all good. But this is no way a huge or game changing step. So the hype leading up to this announcement, well, was just that…hype. Much ado about nothing, in other words.

      • Phone Guy

        I spent one hour, six days out of 14, trying to get a line working. Okay, you are all set. It will take 24-72 hours for the technicians to fix it. 72 hours later, it wasn’t, so start over, and over for three weeks. T-Mo’s Customer Service is super polite, but it needs help. Thanks to John, it will get better.

    • lomsha

      Nobody said anything about free stuff.

      • Lit

        It was largely implied…

    • Phone Guy

      Bravo Lit. You are the one smart person on this sight this week. They all stick their hands out thinking its going to be some monetized promotion.

  • Deadeye37

    Where is the other Team of Experts video with Rainn Wilson? That video is hilarious and is completely true to life!

  • Eric A

    So, I guess they’re admitting that their customer service has been crappy all this time.

    • SirStephenH

      Except that they already get top marks for their customer service…

    • Phone Guy

      No, just that it could be way better. The best airline in the US (AA, AK, or whomever) is the best airline, but they don’t hold a candle to some foreign carriers. So while they may be the best, they have so much to improve.

      • Quick Site

        It is not necessary for you to answer every thread. And your user name is ridiculous

  • the martian ambassador

    The localized customer service may have more to do with the upcoming Layer3 TV service. According to cord cutters news T-Mobile is hiring for the tv service and some of those jobs are home installation techs.

    • SirStephenH

      Home installation techs? Layer3 should be no more difficult for people than setting up a Blu-Ray player. I hope they’ll charge for it instead of forcing everyone to pay for stupid people.

  • lomsha

    Lame

  • Bklynman

    Wow,so this was the big news for the Uncarrier? Really? This was major pain point!!
    Please. Maybe John can explain,why is Tmo,blocking the big box stores from offering a better deal than Tmo is on Note 9,while the other big 3 are not?

    • Plow Rox

      Maybe you can ask google why they have had only verizign sell the last 2 pixel phones! But you can get 0% rate and monthly payments thru google also, so there is that.

  • SirStephenH

    They already have the best customer support in the biz, how is this a pain point that required Un-carrier?

    • Phone Guy

      Because while their service is great, it could be way better. That’s why. I love their customer service but I spent 2 weeks, an hour per night, 3 nights per week, trying to fix a glitch in my account that was stopping a line from working. I was jerked around till my head spun. This will help problems like that. Great uncarrier move. Its not all about free pizza and lower prices.

  • SirStephenH

    That doesn’t mean squat. It provides no real timeline of when it may actually be complete and it often isn’t updated, even when people call them out on it.

    • TBD

      Having been part of FUT software testing you cannot give a set timeline as it depends on results and defects found in the software. If major problems are found testing has to start over and that repeats until all parties are comfortable with resuts. If a set time line is given then you will complain if it’s not ready in time. At least the method TMO provides gives consumers some insight what stage the testing is at. I haven’t seen another carrier provide any better insights to software updates…..have you?

  • Matt Macaluso

    I think he means that JoD is moving from $0 down.

  • Lester Dennis

    I’m a T-Mobile customer this uncarrier was useless customer service should have been this way since day one I love how they say they listen to their customers but then take away key features that are customers love like four G unlimited hotspot

    • GoFarKid

      If the T-Mobile/Sprint merger goes through, I’m sure they will bring it back. T-Mobile wants to compete with internet providers and they can with Sprint’s warehouse full of spectrum.

    • Phone Guy

      This is so important. I have had a team of experts tied to my account for the past year, and the service has been doubly good. Its not useless at all. They do listen to their customers. So funny. Open up beyond your one small issue.

  • Edwin Rodriguez

    Let get it straight I have good credit and never miss a payment on my bill and if u want to talk . You should know you information before saying anything because even people with good credit are still paying a higher down payment and they excuse is that the people is expensive which is bullshit because I preorder to iphonex before and it’s was 0 down.

    • Phone Guy

      OMG. You should use grammar check when you type. If you walk into a store speaking like that, they may charge you triple the down payment. Poor Grammar and High Down Payment = Terrible Credit.

  • Phone Guy

    They are in the US.

    • Clippers FANactic

      Maybe a handful of the reps are here, but the majority are in the Philippines.

  • steveb944

    Except what they’re providing isn’t true.

    My V20 shows 8.0 Manufacturer Development.

    Reality is it’s released elsewhere, so it should be on testing by now. The good thing is it’s Sprint, so maybe once they merge we’ll get their seemingly faster software releases, just hope it’s not buggy.

  • steveb944

    ”free” so as he stated everyone will collectively pay for that tech install through the regular service fee.

    What he likely means is it should be plug and play like any other streaming stick/box.

  • Jtx Scbua Turtle

    But yet they still outsource the Philippines where people do not understand or speak English very well and I have to end up calling corporate executive team anyways!

    • Quick Site

      Of the various outsourced call centers used by different companies, I have gotten awesome customer service and knowledge from South Africa, Jamaica, Turkey— but the worst service comes from the Philippines— they don’t pay attention, they are robotic, they all operate on scripted phrases, and they takes so long while they repeat exactly what you just told them “I understand you are calling about changing your plan; I would be happy to help you with that”— same with everything they say. And yes, sorry to be using “they” — it’s a terrible thing to stereotype. But by contrast, the men & women from other countries have personalities, are smart, they understand you the first time, and they get on with it vs wasting so much time.

    • Logan Grey

      The three times I called 611 (since this change) during normal business hours on weekdays I always got the Philippines.. seems like they either got rid of their US call centers or they’re taking most of the call volume.

      Majority of the time they don’t know the answer to begin with/or how to resolve the issue so they do put me on hold to ask someone else. Not the greatest experience…

  • Greg Victor

    Tried to call customer service today and was greeted with a 45 minute wait time to speak to a representative. Ridiculous!

  • Phil

    Team of experts lol
    T-Mobile CS was outstanding before they outsourced them.
    Bring those Jobs back to America problem solved.

  • Jake Fitzpatrick

    I don’t understand how this is “new”. I’m in Portland, Oregon and whenever I have ever called customer care prior to 7pm I get a friendly representative who answers the phone “Thanks for calling T-Mobile. My name is (name) from Salem, Oregon. How can I help you?” This has been the case for years. They are amazing and able to resolve my issue every single time without issue.

  • Ron Kinsey

    The hold times have been terrible since this started.