Day One with the Arc Gateway

😎 Thats their job! Would you rather call an amateur or an expert or no a phone bott? I don't know that there is a worse experience than going to a phone tree that is 6-7 levels deep or a chat bott only to be at a dead end after 5-10 minutes on the phone or chat. T-Mobile has strived to be the un-carrier. Now they need to develop a support solution that pushes out of the box and not follow the status quo. Support is a challenge to be sure. Training and retaining good support engineers is a challenge. I would guess the support entity is an outsourced vendor so building a proper solution that is really effective will be hard. Support is the overhead unit for a business not the money maker so it seldom gets proper funding. Maybe T-Mobile will eventually get smarter and provide a solution that has built in metrics and reporting that can provide them with proactive data. With proper equipment monitoring, more skilled technicians and interactive analytics software operations could be monitored and faster responses could be made.