Forum Discussion
T-Mobile, fix your customer service. It is extremely poor
You outsourced your customer service at the expense of your customers and you're not listening to all of the complaints you're getting. I have wasted hours(not minutes) on the phone with customer service because our conversations keep getting lost in translation and they do not understand how to handle complicated issues, so we keep going around and around in circles. I couldn't even open an account and get a device at the physical T-mobile store because you guys ran multiple credit checks on me because of the extremely poor customer service on the phone. And in the end I couldn't even get my device, and all I got was a lower credit score. Thanks T-mobile.
Correct. The outsourced contracted service is absolutely terrible (with isolated bright-spots, but usually only at the Supervisor level - if you get there).
Listen to this: I downloaded the TMobile FamilyMode App and there appeared to be a break in the screen that questions the role of the guardian. It doesn't advance when correctly completed (check boxes). So, like a faithful TMobile user, I called it in. I need it to work of course.
A 'Fiona' from tech support attempted to help me. And 50 (fifty) minutes later with at least ten 'please holds' they still had no resolution. Finally, I asked if there was a 'service bulletin' or 'company wide advisory' that the Family Mode App had an issue with the screen advancement error on the particular consent screen prompting the call. Off she went to find out and sure enough, VOILA, she came back to say that there was, and that in 24-48 hours it would be fixed.
Listen, TMobile, your customer service has been outsources to very nice, non-english speaking, people who are simply incompetent. I would surmise that some slick sales-speaking person walked into your corporate offices and talked up their capabilities, and sold you a bill of goods that we are paying dearly for. Shut them down. You need to do a comprehension assessment of the folks who help us. You haven't. I had to guide them through the issues several times, requiring me to redirect them repeatedly to the reason I called and with specifics on the problems being relayed precisely (precision English).
They have voluntarily issued me a $30 refund. But I dread another call to this company!! Seriously dread to call them. The poor representative. She is just showing up to a job and hooping to get a good review, but how on earth can I, with such incompetence.
Do they ever record these calls, like they say they do? Why don't they issue their 'service numbers' or log issues, as a reference for customers. At this point I don't even know if FamilyMode will work in 24-48 hours. Then if it doesn't, what should I do? Call again. Hell no! I would rather go with another carrier, for a fresh new start. TMobile does have a reputation for the worst customer service, offset by cheaper prices……..BUT, those prices are going up; at some point people will simply find another carrier.
I took alot of time to write this review. My hourly rate is very high. This feedback is a gift TMobile: senior leadership - you would be wise to run with it!
You need to post this on Tmobile's Facebook or Twitter accounts for more exposure. This is basically a user to user forum with some Tmobile moderation.
