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?

I sent an email to 2 top execs, and an escalation guy reached out to me. He pretended to have no knowledge of this issue. He promised to pass it up to senior management. Months later I'm typing this while waiting on hold for over an hour. Oh well I tried.

Like the OP, I've been a customer of Sprint / T-Mobile for close to 30 years, but that is about to change. Told to wait for over an hour today for a callback. Get the callback then wait another 15 minutes to get the agent on the phone. Sprint customer service was NEVER like this. You are paying people next to nothing in the Philippines or India or wherever, so hire more people! Like others have said, customer service is a huge aspect of dealing with a telecom company, and given that I literally only call into them to make phone or plan changes, or fix some issue they caused, every 3 years or so, and this is a far cry from how good Sprint was, very disappointed to say the least.

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 just been transferred over from Sprint. My first time calling their customer service and I was on hold for an hour, after being told via their system that the wait was 5 minutes. Even getting on the chat was an hour to just get nothing done, then get transferred to a different person. I have never experience customer service this horrible. I am seriously considering switching to a different carrier altogether. I was hopeful the merger would be a good thing, but it has quickly proven to be a nightmare.

Waiting for over an hour for T Mobile to answer their lines….WELL AS LONG AS THEY GET PAID IS THEIR MAIN CONCERN!!!!!!!!!!!!!!!!!!!!!!!!!! DYSFUNCTIONAL??????????????????????????

2 hours wait for Customer Service | Comunidad de T-Mobile

OliverRam
Network Novice
Hace 2 meses
It's horrible. I wasted so much time in just waiting for some representatives to pick up the calls. How are you so ineffiicent in being a large service operator? It looks like it is going downhill like Boeing right now.
Ageo
Newbie Caller
Hace 4 meses
When i complained about the poor customer service and long hold times a Tmobile manager reminded me i could 'leave the company'. WOW! What horrible customer support. She doesnt know that i will leave Tmobile as soon as my phone gwts paid off. Good riddance. Acct# 960664***
Ageo
Newbie Caller
Hace 4 meses
Im on hold now waiting for a Tmobile agent for a veey long time. I have at times been on hold for 2 hrs as well. The guy who claimed his longest wait has been 5 minutes is, im pretty sure, a paid Tmobile shill. Tmobiles customer service has gone to he... Tmobile Acct# 960664659.
Tmobiles agents like to cite service agreements when it benefits them. But when i cant make a call or my data is slow or frozen - then they have nothing to say. Tmobile is God Awful.
syntax9
Network Novice
Hace 4 meses
2 hours? you lucky.. mine is 4+ hours before anyone picks up..
Cameron33
Network Novice
Hace 5 meses
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.
Issothis
Newbie Caller
Hace 5 meses
jjones7791 wrote:

Like the OP, I've been a customer of Sprint / T-Mobile for close to 30 years, but that is about to change. Told to wait for over an hour today for a callback. Get the callback then wait another 15 minutes to get the agent on the phone. Sprint customer service was NEVER like this. You are paying people next to nothing in the Philippines or India or wherever, so hire more people! Like others have said, customer service is a huge aspect of dealing with a telecom company, and given that I literally only call into them to make phone or plan changes, or fix some issue they caused, every 3 years or so, and this is a far cry from how good Sprint was, very disappointed to say the least.

Absolutely agree! Wait time for T-Mobile is unconscionable!!! What isvwrong with them? Sprint NEVER took this long. I have also been a customer for over 25 years.
Nueva_York
Network Novice
Hace 5 meses
T-MOBILE: people, lets put these monsters out of business. Impossible to reach. Ive paid them thousands of dollars. I have 2 questions. They don't take the bloody money I give them and hire phone operators. They are taking our money and using us. I'm gonna research which company has respect for their customers that keep company alive.

Wake up. T Mobile is a JOKE
Bensontm
Newbie Caller
Hace 6 meses
Half hour wait, hung up, called back for a going on two hour wait

Is T-Mobile out to lunch?
Jdiaz639
Newbie Caller
Hace 10 meses
Service is garbage
45+ min wait time to speak with a representative
jjones7791
Newbie Caller
Hace 11 meses
Like the OP, I've been a customer of Sprint / T-Mobile for close to 30 years, but that is about to change. Told to wait for over an hour today for a callback. Get the callback then wait another 15 minutes to get the agent on the phone. Sprint customer service was NEVER like this. You are paying people next to nothing in the Philippines or India or wherever, so hire more people! Like others have said, customer service is a huge aspect of dealing with a telecom company, and given that I literally only call into them to make phone or plan changes, or fix some issue they caused, every 3 years or so, and this is a far cry from how good Sprint was, very disappointed to say the least.