T-MOBILE support does not speak English

I recently got a CSR in T-Mobile's Birmingham (AL) call center. I was delighted that the spoke English and with an accent I could understand.

I used to always get US support now it is overseas with bad connection people talking in the background and a rep with a heavy accent and vocal fry. I suggest if you have time to hang up and call back until you get a US rep. T-Mobile what happened to your promise of awesome support? In fact that has what's kept me here for the last six years. ATT had awful support and a world of difference when I joined T-Mobile. Please don't go the way of ATT!

I have a small business account that I've had with T-Mobile for the past 10 years. ONLY as of recent has EVERY SINGLE CALL been outsourced to some overseas call center. All I ever get are people with heavy accents that are under the impression that they speak clear and concise English, but they DO NOT. ADDITIONALLY, they DO NOT seem as though they are very well trained up either. It is very disheartening to find out that AT&T has already gone that route, seeing as that's exactly the direction I was headed with my small business account . At this point I'm at a loss, I just don't know what to do. Maybe it's a sign that it's time to just say goodbye to it ALLLLL. #TeamOfExpertsMyASSets (NOT ANYMORE!!!!!!!!!!!)

Prepaid card postpaid also routes to different call centers. App chat will almost always be outsourced. Twitter and FB are US based. Still canned responses but I have better luck with communication using social media.  Plus you can send screenshots with social media.

Hola, @magenta2504706​​. I know our Community members have offered a few suggestions about different methods of contact -- have you had the opportunity to reach out for assistance? While we don't have account access in this user forum, our T-Force team does through Twitter or Facebook if online support through social media works for you! That said, we'd definitely like to offer our help. If you don't mind sharing the reason for your call, maybe there's something we can help walk you through here!  😊 Thanks for your time!

- Marissa

Currently on day 5 of calling and getting the run around.  Cannot ever get a US rep on the phone always these outsourced jokes that cannot fix anything but offer "I'm sorry". T-Mobile has become a joke and this is why.  They rarely honor their word and when the call reps get it wrong we as the customers are stuck with it.  Just a new age Sprint.  New slogan should "T-Mobile…we our customers "

theres always the Facebook/Twitter route..dont have to worry about a language barrier and you start off with tier 2 support instead of the call in tier 1 support.

I work in healthcare with many people who's first language is not English. It is apparent that they may respond in English but they are not comprehending. The outsourcing of customer service to people who only read English and learned to speak simple phrases is so frustrating. It's a waste of time and energy. The Philippines is the worst as they respond with that condescending sing song trying to get rid of you when you complain they are not understanding what your issue is. Then they "promise" it is working now and there won't be anymore problems in addition to sometimes touting how good they are and always fixing the issue (this is mostly the response from men, but the women are more annoying with their apologies and repetition of the script!) Why won't T-Mobile acknowledge the problems with their Home Internet service at this point. I won't be recommending until they improve things. If it doesn't improve in the next week I will go back to another evil ripoff empire Spectrum!

magenta2504706 wrote:

Five phone calls to fix a simple problem and no one speaks English.

They are reading canned scripts in broken English: "Thank you for patiently waiting", but there is no ability to communicate with them.

I keep asking for a U.S. representative or someone who speaks English and they transfer me back into the same queue.

Is this some kind of joke?

 

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

Calling T-Mobile is really frustrating, and the best option is in store help.   

artart wrote:

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

Bull everytime I call it's never anyone in the USA, they don't know anything and it's all scripted..I'm ready to leave t mobile