How do i get US based support?

Your customer service or call center doesn't know what they are doing and they keep on saying and promising things just to get you off the phone.  Which are all lies.  I've been given the run around with a lot of your agents. They even told me that they work for souther land global companies inc. And some pretends to be in charge  and will redirect you. Saying that they will be calling back but never calls back. I asked for their full name and ID number and they decline. All they will give you is a name. Funny part is when I was transfered to somebody else that guy slipped and gave me a different name of the agent that transferred me to him. And he said that they were using screen names. Why wouldn't they give ID numbers? Maybe because they know they will F up. T MOBILE IF YOU ARE USING CALL CENTERS ITS DESTROYING YOUR NAME. PLEASE AHAVE SOMEONE REACH ME. 

Dpe wrote:

Your customer service or call center doesn't know what they are doing and they keep on saying and promising things just to get you off the phone.  Which are all lies.  I've been given the run around with a lot of your agents. They even told me that they work for souther land global companies inc. And some pretends to be in charge  and will redirect you. Saying that they will be calling back but never calls back. I asked for their full name and ID number and they decline. All they will give you is a name. Funny part is when I was transfered to somebody else that guy slipped and gave me a different name of the agent that transferred me to him. And he said that they were using screen names. Why wouldn't they give ID numbers? Maybe because they know they will F up. T MOBILE IF YOU ARE USING CALL CENTERS ITS DESTROYING YOUR NAME. PLEASE AHAVE SOMEONE REACH ME. 

this is a peer to peer assistance site..if you are needing help i would recommend contacting TMO either through Facebook or Twitter..this starts you with tier 2 support over the call in tier 1 support agents.

I’ve been with T-Mobile since 1996, mostly because of their excellent customer service and I always have bars, even when no one else in the room can get service.

Since they've moved a lot of their customer service off-shore, the service has plummeted.  You can still get a rep in the US, but I've gotten a lot more off-shore.  I wouldn't care if I had someone from the US or Phillipines, etc., except THEY HAVE TO TRAIN THEM!

I've never had any trouble getting quick, accurate help from the US trained team.  I've never had an issue corrected within one phone call when I get off-shored.  This is a serious customer service issue that didn't happen prior to the T-Mobile/Sprint merger.  Telling the FTC that the merger would improve customer service was an absolute lie.

T-Mobile, FIX IT!

not that it’ll help but Sprint used a call center in the Dominican Republic if im remembering right.

the Facebook/Twitter route works quite well for support

fireguy_6364 wrote:

theres always the social media route like Facebook or Twitter..using this route lands you with tier 2 support instead of the call in tier 1 support..

 

just dont contact them on their main pages...DM only.. and you will need to confirm who you are

Seems like more and more companies are putting their "A-team" on social media. I was skeptical but have had fantastic support in the past when dealing with another company and just today after contacting the T-mobile Twitter "T-Force" folks. The person I exchanged messages with was clearly US based, extremely polite, and very helpful. A+. I hope T-mobile keeps open this avenue of support and  staffed with people that, in my case anyway, actually care.

Chances are if you get a Filipino person answering you call doesn't mean it's answered in the Philippines.  T-Mobile does have a call center in Hawaii and we do have a large Filipino population.  I remember when the company I worked for had a booth at a job fair T-Mobile did setup a call center in Hawaii.  I didn't keep up with it, but having one in Hawaii would make sense being 5-6 hours when East Coast are in the waning hours it would be early in the day for here.