Forum Discussion
What happened to customer service???
I've been a T-Mobile customer for years. At one point, in response to an issue I had when my account was inadvertently changed by a store representative, I was given some sort of status where whenever I called in for support, I was routed to a higher level of support. Notice past-tense.
Over the years, I received outstanding tech support whenever I required it. In the last few months, suddenly, every tech support request (mostly for the same issue that never gets resolved), I been sent over to a call center in the Philippines. Before anyone accuses me of xenophobia, I was born in the Philippines and I speak the language fluently and I spend about 6 months of the year in Manila. I'm intimately aware of how things work in the Philippines.
The biggest problem is comprehension. As I do when I'm in the Philippines and ask a question at a mall or store for example, whether in English or Tagalog, it always takes two or more tries to get the person that I'm speaking to to understand what I need. When the issue is of a technical nature and there are no Tagalog equivalent words and it gets even more complicated. Compounding this are the inherent Filipino traits that they are super polite and genuinely don't want to disappoint you. Filipinos feel that saying "I don't know" means that they're not helping you. In their eagerness to help, the original message gets confused. This is a cultural thing that most Americans don't understand. To be sure, if Filipinos were to be routed to a call center in the United States, I'm certain that they would have the same issues as Americans calling Filipino call centers.
For example, in July (2018) I purchased two Apple Watches from a local store in San Diego. I discovered when I received my bill that my plan was changed and increased by $20 per month (apart from the increases due to the Apple Watches), and "free" Netflix was added. I called back to find out why, and I was told that I had requested the plan change. I didn't. It didn't make any sense to pay an additional $20 for something worth $10. The CSR, part of my "team" was at a call center in the Philippines. I was told that they would correct the problem revert back to the correct plan. The next time I got my bill, it wasn't changed. So I called again. I got the same "I will resolve your issues to you satisfaction, I guarantee it", but the next bill came around and it still didn't get corrected. So I called again. Still no resolution. Each call lasted more than 20 minutes. Upon arrival in San Diego a few days ago, I went to a store where they attempted to fix the problem. Still no resolution. So I called support again from San Diego and again I got a call center in the Philippines. I asked to get the call escalated, and I got... another person in the Philippine call center. The person I spoke to after being escalated had excellent command of English, and actually sounded American. However, she still had some issues understanding what I wanted and would ask me questions for which I'd already provided answers. Still waiting for resolution.
If it takes 4 or more tries to get resolution on an issue at a foreign call center and once at an American call center, I'm not sure that the cost savings involved in a foreign call center are worth it. Add to that the intangible cost of unhappy customers. Is it possible the T-Mobile bean counters don't take this into consideration?
really close to calling it quits on Tmobile after being a loyal customer for well over a decade. I've been having so many issues with them, dealing with my plan now for 2-3 months. we were misquoted when upgrading our service, thats costing me $40 more per month than i was quoted; but of ocurse its not their problem. I get passed around from customer service rep to customer service rep, to store rep, and back around… its a never ending cycle of frustration.
the newer issue is a several hundred dollar international call charge on my bill, which no one on my family plan made. of course i don’t get an native english speaking customer service rep, which makes things that much more difficult. but the main issue with these call centers abroad is that they have absolutlely no compassion or understanding of being loyal to your customer base. i’ve never made an international call before (i use google voice if i need to make an international call, which is rare in the first place). any rep located in the U.S. would take a look at our call history and see that we never make calls abroad and that we’re customers for X number of years, and they would remove the charge as a “one time courtesy” and that would be it. but these call centers are told by their managers to not give an inch; they are probably threatened with losing their jobs if they do; it’s really a terrible situation for both sides, honestly.
but the customer service at tmobile has really gotten bad. the past several years i dread having to speak with them if its anything more that the simplest matter, and even that ends up taking at least 15-20 minutes to deal with.
Tmobile… please fix this!Southstar wrote:
jotaeh wrote:
Is it possible the T-Mobile bean counters don't take this into consideration?
what does “T-Mobile bean counters” mean?
accountants. the money peopleTmobile has become the Southwest Airlines of the telecommunications industry. Did they just hire Elon Musk and he fired the entire customer service department? This is for both phone "service" and the 5G internet gateway. Five days and six hours on hold and zero response. The callback feature so you don't have to wait on hold, is disabled and not functioning. They should change their name to Zero Mobile. I can't even call out of my house anymore. No signal, SOS or weak signal that lasts for maybe 2 minutes. And nobody to call. If I go into the store I bought the phone, they will tell you they are only sales people and I have to call 611. Problem is, nobody answers the 611, 800 or 844 numbers. The trifecta of failed calls. This company is out of control and needs to be held accountable. A class action lawsuit may be the only answer for these thieves.
I have been with them forever. They obvioulsy have stopped carrying about customer service. I have no been on hold as i type this for over an hour to speak with a rep about my bill. I wish there was a class action. I am going to leave them. Sad part is i used to love them and was so loyal. From my understand after speaking with somoene in the store. They have let go of most of the American customers service reps and now they are mostly in the Philipines. And these poor people can't do anything for you. Last year Tmobile had record profits and what do they do they fire all of the US customer service reps. I have never experienced a company do so much to try Make more money on the backs of their customers.
I have called Customer Service every 45 minutes for the last 6 hours. No one answers. I have been with T-Mobile for 23 years.
Time to change!
jotaeh wrote:
Is it possible the T-Mobile bean counters don't take this into consideration?
what does “T-Mobile bean counters” mean?
Southstar wrote:
jotaeh wrote:
Is it possible the T-Mobile bean counters don't take this into consideration?
what does “T-Mobile bean counters” mean?
Bean counters are the people who count the money.Southstar wrote:
jotaeh wrote:
Is it possible the T-Mobile bean counters don't take this into consideration?
what does “T-Mobile bean counters” mean?
Just the fact you don't know what this means is the problem. Most people who are on the other end of customer service should know what this means.
Southstar wrote:
what does “T-Mobile bean counters” mean?
Watch the movie “Class Action”.
Perfect example of a bean counter.
In store clerks are great but if you need anything done to your account you have to call. I had an issue that should have taken 5 minutes, according to the store clerk but I had to call in. I called customer service while he was right next to me. ONE FULL HOUR, mostly spent on hold, I asked twice to speak to a supervisor, didn't happen. My issue went unresolved. To make matters worst. An hour later I get a call from T-Mobile..,are you ready…they asked me why I called! Two months left on my contract and I'm gone.
customer service tells you what a company is all about and T-Mobile falls below short!
