T-MOBILE support does not speak English

Overseas Customer Support is aggravating, when you have an issue you also have to struggle with understanding the person on the line. People in different countries have different mentalities and different cultures. They are not in tune to a fluid conversation and understanding. This is a BURDEN on your customers!! not a relief. My family is a 20 Year T-Mobile customer, but this is new low in customer service is just making me think about switching to another carrier.

Terrible Cust support, or lack there of. Most times they don't understand and don't speak English correctly. It takes an unacceptable amount of time to get them to understand the problem. SHAME ON YOU TMOBILE. I'm in the USA PLEASE LET ME KNOW HOW TO CONNECT TO A PERSON IN THE USA who understands. No matter when I call I always connect to a person who is NOT IN THE USA and Doesn't Understand. I'm a long time customer and up until the past year or two there wasn't a problem.

gramps28 wrote:
Do you have a prepaid or post paid plan. 
I have a post paid plan and in 15 years I was never connected to an overseas call center.

It also depends on when you call.  I get a overseas call center every so often when I call in.  Being in Hawaii it's easier to hit that sweet spot.

magenta2504706 wrote:
Is anyone aware of how to get a hold of a U.S. representative,
even long enough to cancel service?
I've had enough of this and will be switching to AT&T

Hola @magenta2504706​

Welcome to the community support forum.

I am sorry that such an unpleasant experience has brought you here.

There are ways to maximize the probability of reaching a US rep.

Hopefully we might be able to address your concerns enough

that you will no  longer feel the need to switch to AT&T.

I have been a customer of T-Mo's for quite a long time.

Over the years,  I have had my own share of  unpleasant experiences with less than the best audio communications. There have been other discussions of the same issue you are now raising. I am including links to those discussions below, along with the names of members who have taken the time to share their views, opinions, and conclusions in those threads. Some of those members might also be able to respond directly to your situation.

@tidbits​ has already provided you with the number one consideration

when calling for support. The time and day of the week that the call is placed has a lot to do with where your call will be answered. Living on the east coast, I only call between 9am & 9pm EST. I avoid calling on weekends and holidays. That solves most of the offshore call center problems.

The best way I know how to avoid "audio difficulties"

when contacting support, is to not talk to anyone at all 😉

Some of the best support T-Mo has to offer is by (written) message.

I believe, if you were to Contact T-Mobile on Messenger using facebook or Twitter, and broach your original reason for calling phone support, you will be pleased with the highly professional, responsive service you receive. It would then be my hope that you would no longer want to switch to AT&T.

If after allowing T-Mobile's T-Force to address your original need for customer service, you still wanted to switch to AT&T,  please note that you might still have to deal with overseas call centers.

AT&T also uses outsourced call centers. This is excerpt from Fortune dated May4 2017:

"In a report that the CWA issued on Thursday in conjunction with the visit, the union charged that AT&T had shifted some 12,000 jobs from U.S. to overseas call centers since 2011. Jobs moved to Colombia, El Salvador, the Philippines, and the Dominican Republic among other countries pay as little $1.60 per hour, the union said."

Thanks for sharing your concerns with us in this support forum. I hope you eventually receive the high quality T-Mobile support you are entitled to as a valued T-Mobile customer.

You might want to check out some of the other discussions of similar issues to yours.

I'm I the only person upset with T-Mobil's Call support going to the Phillipines?

Please bring call centers back to America

The members below participated in the threads above and some of them might

be available to offer additional responses to your particular concerns.

@theartiszan​ @smplyunprdctble​ @snn_555​ @stevetjr​ @tidbits​

Arte

Magenta complained about overseas call centers in 2017.  It is now 2021 and the situation has magnified.  What is the best U.S. CST time to reach American customer service  speaking English as a First Language?

Do you have a prepaid or post paid plan.

I have a post paid plan and in 15 years I was never connected to an overseas call center.

T-Mobile has representatives available 24 hours a day through the chat option on the T-Mobile app for iOS and for PC.

yeah had that problem today, daughter has prepaid getting new phone changing to postpaid....after 45 minutes, got through to someone in sales department who took all the information, did the credit check, took the order, sent the charge through everything. she spoke english.  hurray~~  she called me back, bank didn't put charge through, found out t-mobile put through as hold not charge, couldn't get back with her.  kept getting transferred, people saying is prepaid #, transfer me back and forth, talk over me.....finally i told the lady be quiet and listen....she found what i was saying by "LISTENING" and not just looking at the number.  the b=she said the order was canceled because i didn't return something sent to my email....never got anything in my email....she wouldn't even tell me what email it was sent to.  now i have to drive at least 2 hours to a store which is way out of my way, hoping my car makes it there and back.  if i can find where these people are, i'd like to line them up and start at one end and slap all the way to the other end.  i was a nervous wreck when i got off the phone.  maybe i'll switch to annother phone that has an office close to me in town here.  heaven help deliver us from those who can't speak or understand proper english!

I have a postpaid plan and I must admit that I often have to ask the CSR to repeat what she just said. They are probably very fluent in Spanish but their standard American English needs quite a bit of accent reduction coaching.  

I am a post paid customer on a "premium" account that's tied into the giant corporation I work for. I used to get us reps but no more. Whatever country they are using is awful. The accent is so irritating it grates on me. And they read awful canned responses. It was as if the person did not understand what I wanted. Very bad customer service.