Hold Time

Another day, another "we will call you back in 2 hours" message.  I guess it is okay for the cliente to have to make themselves available when their phone rings sometime over the next couple of hours??  Total lack of respect for our time.  To answer the original question, I am sad to say based on my experience over the last MONTH of trying to just simply add a new line, you chose the wrong company.  They are now too big and overtaxed.  Customer service has gone completely out the window.  To be clear, it is NOT (generally) the techs answering the phones, they are trying… It's the management and executive team completely dropping the ball on providing resources to take care of the customers.  I don't want to hear that TMobile's release of the newest IPhone resulted in "unexpected call volumes.  ANYONE could predict there would be an increase and a good manager would have planned to have enough support on hand to cover the release OR maybe structured the rollout differently.  

I have spent well over 10 hours now of my time as a 7 year customer just trying to get a single phone line to work!  That is unacceptable.  The only reason I have not left is because I use my phone overseas and switching to another carrier would be painful at this moment.