T-Mobile support has become an absolute joke. Their slogan of "no jumping from agent to agent" is an outright lie. The overseas call center doesn't know how to use the tools, cannot understand simple English and incompetent is an understatement. There appears to be no one working in the US anymore and I cannot even get a straight answer on what my payoff is to transfer to another carrier.

I have made and received 40+ calls in the last 10 days alone between 6am and 5pm PST and every single one of them has been overseas support.The mobile app chat is also overseas support at all hours of the day.

I am so sick and tired of dealing with the philippines you can't even imagine. They do not know what they are talking about first off. Second off their way of resolving is by making you wait pretending they are doing something, pretending they have the answer and repeating it over and over until you hand up, and the last my favorite they talk and talk and explain and explain for so long that you just give up. All those have happened to me. With Amazon too. These companies should no longer be allowed to sell in the U.S if they cannot offer one of the most essential pillars of a company such as customer support? This was argueing with me trying to tell me how I get billed retro-actively which is fine thats what happens. I got billed on April 15th for my March to April Bill. The problem was that it was more than double. I asked her why was I billed so much? I had pay already for the March bill so what the heck. So she kept repeating and changing it up between oh because you are paying for april to march and she would switch to oh you are paying for feb to april. Get it? Get it? She would say. I was going to say yea i get that……… use your imagination on the rest. Its not their fault though, They are poorly trained, poorly paid, and for someone who has lived abroad for years at a time, I can say with absolute confidence that work ethic is not the as good anywhere as here. They make billions of dollars but are too cheap to for U.S based customer support. Well T-Mobile or should I say Telekom(their real name german company) and Like Schwarzenegger said "I wont be back".

ditto on all foreign support complaints, 1am CST and you STILL get stuck with the ill-mannered creeps from phillipines...just brutal

It’s a dam shame! and I hear you loud and Clear

I had a very nice chat the other day with a Philippines-based agent, Areen. I asked if she was in Birmingham. She was just that good.

How do i get US based support? | Comunidad de T-Mobile

fireguy_6364
Modem Master
Hace 2 años
mind posting what the issue was?

and calling in isnt the only way to contact them when you are needing assistance.
GT555
Roaming Rookie
Hace 2 años
Zoob I As I stated I made over 30 calls and all different hours even 4 am Pacific hoping to get 7am Eastern and no US

FyI. My ticket that was supposedly accelerated to the highest priority and was supposed to have been taken care on 7th of Feb is still outstanding.
Zoob
Newbie Caller
Hace 2 años
Well I got lucky this morning! Called in at 6:55amPST, message said there's a 5 minute hold so I opted for the call back which came instantaneously, and got a very competent rep named Spencer based out of the Idaho office. Poor guy, I couldn't help my self but to unload some of my frustration with the Philippine office, which he BTW is hearing a lot. He said they dump over to the outsource office when they're overflowing….to which I kindly answered that I'd rather be on hold for an hour, or get a call back in however long it takes from a US rep, because the Philippine route is just smoke up my proverbial skirt, and I'll have to call back to fix things anyway. I know well that that my conversation with Spences will probably die with Spencer as I doubt he has any say in the matter, but A. It made me feel better, and B. Maybe just maaaaybe the call was reviewed by someone who can influence policy….Doubtful. Best part of this morning was that my issue was finally resolved right there on the spot, credit was posted to my account right there on the spot, the WiFi router I sent back three months ago was FINALLY checked off the list, and all is well in Zubi town. Just keep trying guys. If you get the foreign office just hang up and try again.
GT555
Roaming Rookie
Hace 2 años
Are you on the Magenta plan?
I am wondeing since j am an older Choice plan that was grandfathered ? I am getting Phillipines.
By the way a month ago when I called I got US?
gramps28
Router Royalty
Hace 2 años
ARR wrote:

Agree, the overseas call centers are a nightmare Philippine or India -- they like to talk and read from the script and talk talk. I think they get pay by the minute on the phone or can get pay by the hours or the duration of conversation.

I wish they get pay by the COMPLETE job they done, not talking on the phone of duration.

BRING BACK US customer service T-mobile!!!!

BRING BACK US customer service T-mobile!!!!

BRING BACK US customer service T-mobile!!!!

I've never been sent off shore for support but from what I've read is that most calls that go to the Philippines are prepaid plans.
TOMMYGUNS1974
Newbie Caller
Hace 2 años
Ric221 wrote:

i have had good succuss using 611 from my phone. no long waits or overseas responders when i call

I just tried 611 and I got another person with an Indian accent.
benler
Network Novice
Hace 2 años
T-Mobile service and tech support has gone to hell over the past year. It is now AWFUL and we are making plans to go to another carrier. Reception is also awful.
benler
Network Novice
Hace 2 años
DO NOT SIGN UP WITH TMOBILE
THEY ARE HORRIBLE, HORRIBLE RECEPTION, HORRIBLE SERVICE AND IDIOTS IN THEIR “OFFSHORE” CALL CENTERS.
Oommma
Roaming Rookie
Hace 2 años
I’ve found that if connected to overseas and I hang up without saying anything, then call back and when the automated voice asks how can it help me I say (US Agent) and get one.
Maybe just lucky.
Kandy
Network Novice
Hace 2 años
Worst customer service ever… ever Ever