Forum Discussion
2 hours wait for Customer Service
What is going on with Tmobile? I have noticed all my phone call from Jan 2023 that it is getting longer to get a hold of customer service. First it started 30 minutes then 45 minutes and it keep getting longer on wait time to get a hold of Customer Service. This March 2023, I called 3 times and I have to wait for more than 2 hours. I have to hang up the first 2 calls coz I was waiting for more than 2 hours and I have to go somewhere. My last call was 2 hours and 3 minutes then my call got dropped. YIKES!!
I have been with Tmobile for 25 years now and This is the worst I have experienced with Tmobile. It looks like they focus on getting more new customer and forgetting about Customer Service..
Anyone experienced this?
Just a few years back, T-Mobile was lauded for its prompt, efficient customer service that embodied the very essence of what customer care should be about. My personal experience with their service was sterling; I could get a representative to attend to my concerns within five minutes. In instances where the wait time threatened to stretch longer, T-Mobile ensured to offer a callback option so I wouldn't need to wait on hold.
But lately, it seems like there's been a change of tune. As I try to reach out to T-Mobile's customer service, the hold times have drastically increased to 45 minutes or even longer. It was an abrupt and stark contrast to the level of service I was accustomed to, and I was puzzled about what could have instigated such a change.
To determine if this was an isolated incident or a new, overarching norm, I tried calling at various times of the day: 7 am, noon, 5 pm, and even as late as 11 pm. But irrespective of when I dialed, the result was consistently disappointing - wait times stretched over 45 minutes, without fail. This stark shift made me wonder about the root cause, sparking a theory about T-Mobile's call prioritization system.
To test this theory, I decided to call from my work number, a number powered by Verizon. The outcome was startlingly different. The moment I made the call, my call was picked up almost instantly, as if I had been catapulted to the top of the queue. This was a surprising revelation. Was it a coincidence, or is T-Mobile actually deprioritizing calls from specific customers?
In the telecommunication industry, where the competition is cut-throat and customer service forms a major part of customer loyalty, such a practice, if true, is quite disconcerting. If my experience is not unique and T-Mobile is indeed implementing a system that deprioritizes their own customers in favor of prospective ones, it could potentially erode the trust of their existing clientele.
To draw a conclusion, it's important to note that this is based on personal experience and is not reflective of the experiences of all T-Mobile customers. However, if other customers are experiencing similar issues, it could potentially indicate an organizational shift in T-Mobile's customer service practices. In an era where customer-centric service models rule, it is essential for organizations to prioritize serving their existing customers efficiently while they strive to win new ones.
While this experience has been less than ideal, I hope that T-Mobile addresses these concerns promptly. As an existing customer, all we demand is the level of service we have come to expect and are entitled to. A swift response and a reasonable hold time shouldn't be a privilege - it should be a standard.
I have never experienced this. If I need to speak with Customer Care or Support. I call at 7AM ET. 5 or so minutes is the longest I have waited.
