2 hours wait for Customer Service

It appears T-Mobile is now experiencing long customer service response times. At the change of January 2023, there was a noticeable difference in the time spent waiting to be connected to customer service representatives. They went from roughly 30 minutes to progressively longer times of as much as 45 minutes and even longer.

By March 2023, things have become significantly more unreasonable. You said to have called T-Mobile three times in the month of March, and in each case, more than two hours was consumed by the hold time. You had to abandon the first two calls owing to excessive waiting time, while in the third call, after a wait time of 2 hours and 3 minutes, it got dropped-so all the more frustrating.

Of all the years of being with T-Mobile-in fact, 25 years-it is the worst customer service experience you have ever had. It feels as if T-Mobile is so keen on getting new customers that the quality of service for those already existing is overlooked. Long wait times and dropped calls are just evidence that T-Mobile really needs refocusing and revamping the customer service experience to accommodate long-term customers.

If this remains the case, then probably there are other options to contact T-Mobile more effectively, such as their online chat support, their social media channels, or visiting a local T-Mobile store for help. Also, providing feedback on your experience to T-Mobile may highlight an area in which they really need to improve their customer service.