Forum Discussion
customer care response.
I would like to say that i am a business owner for over 15 years. In my business doing what is right for my customers is at the top of the list. T-Mobile business customer service is one of if not th...
T-Mobile follows the more modern style of 'self service' vs. customer service model. I have called business CS to get answers, and they have given generic answers (typical). On personal lines, the same technical answers typically end up going through 'customer care' (non-technical) to 'advanced technical support' (Philippines) where geography and most items get lost in translation and typically most 'advanced technical' support reps are not very … technical
Those do end up coming back with a ticket in 3 days - which never fix the issue, and reps typically never respond - but auto close the ticket(s).
Many of the Executive Management Response Team (ERT) end up typically sounding 'nice' during the first call, but become very aggressive when they call back - with a take it (accept our response) or leave approach. Even more lately, executive response team members have become abusive claiming that I call to 'request' service credits and escalate issues, while it is T-Mobile's Philippine support staff that actually promote both service credits AND issue escalation.
