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

tidbits
Spectrum Specialist
Hace 3 meses
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.
ETNMike
Newbie Caller
Hace 3 meses
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.
fireguy_6364
Modem Master
Hace 11 meses
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
imlml
Newbie Caller
Hace 11 meses
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!
fireguy_6364
Modem Master
Hace 11 meses
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.
Dpe
Newbie Caller
Hace 11 meses
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.
Kandy
Network Novice
Hace 2 años
Worst customer service ever… ever Ever
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.
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.
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.