Forum Discussion
What happened to US Based dedicated Tech Support?
I have been a very happy T-Mobile customer since March 2017. For most of that time, anytime I called 611 from my phone, I always got US based dedicated tech support. For the last 3 or 4 months, when I cann, I am fairly certain I am getting connected to a call center in the Philippines. While the Agents are very pleasant, they do not have the same technical ability to understand the reasons I am calling and how to assist me.
Example: In early 2022 I called about a question I had. Once the Agent (US based) provided me the information I needed, I mentioned I was going to upgrade my iPhone to the 14 when they came out later in the year. The agent advised me that when the time comes, if I went into a T-Mobile retail store, I would get $200 rebate on my existing iP{hone 7 Plus, but if I called 611 and completed the upgrade with the dedicated support team, I would receive a $400 rebate on my iPhone 7.
In the last several weeks, I have called 611 twice to ask about the availability of the iPhone 14 Pro Max. That's all I called to ask about. In both cases, I am certain I was connected to an offshore call center, the Agent took over 25 minutes each time I called, to go through their entire written script about every single question and step in the upgrade process… only to finally tell me the iPhone 14 is still back ordered. I was very clear from the beginning that all I was calling to do was find out the availability, but the Agent didn't seemt obe able to understand that was all I wanted.
My question is: Is the US based, dedicated tech support no longer available?
I was a member of the Veteran Magenta Plan until earlier this year, when I turned 55, and I changed to the 55+ Magenta plan, as it is slightly cheaper than the Veteran's plan. Is that why I no longer have dedicated US based tech support?
Gracias,
Tom
Tmobile usually uses the Philippines for the prepaid division . The 55+ plans are post paid and should be USA agents depending on the time you call.
I have tried all different times and even requested a USA expert call me back on at least 4 occasions… never get a call back!
So far, I have called 611 at around 12:00 PM - 4:00 PM Eastern time.
twrecks1967 wrote:
So far, I have called 611 at around 12:00 PM - 4:00 PM Eastern time.
7AM Eastern Time is the best time to call to have the best odds to get someone within the US based on my experiences.
Ok, good suggestion. I start my work day at 6:00 AM EST, so that will not be a problem for me at all :)
That does seem backwards to me, I would expect that offshore team would be handling that early time, and US based team would answer during the U.S. daytime hours, but what do I know….
