In all honesty, it all depends on who you get. Some are good at what they do, and help as much as they can. Others (sadly, most of them) blow you off as just another caller.
The wait times are disgusting. I have called them probably 8-12 times in the last couple days and all my hold times have been at least 20 minutes, but mostly in the 30-40 minute range. When a CS rep finally does pick up, it's like talking to a chimp. They sound like you're boring them and in most cases have little to no knowledge on how to address my issue. If they actually manage to port my number over and I end up staying with PP, I am going to do whatever I can to make sure I never have to call CS again. This is not to say I didn't get maybe 2 or 3 nice reps who wanted to sincerely help me, but out of 10 or so calls that 's just a bad batting average.
I've dealt with them a few times now, and would say it is OK. No one has been rude to me, and 3 or 4 reps (phone or email) have been clear and concise.
CS is nowhere near as bad as SprintPCS in the "good old days" or Cingular/AT&T on a bad day. It's not that Cingular/AT&T CSRs were often rude, but many of them seem as dumb as a stick of wood.
AT&T and T-Mobile SF Bay Area+ Cell Sites - with Cell ID labels http://sfocellsites.com/ Over 1,100 AT&T sites in the 9 Bay Area counties + San Benito, Santa Cruz and Monterey counties Now over 1,500 T-Mobile sites in these 12 counties
I have called CS about 6 times for various issues in the past several days and each time the CS rep strove to resolve my issues. Perhaps I was lucky but I certainly can't complain.
PP needs to bite the bullet and play some soothing music while you wait. Right now its the constant VOICE THAT SAYS YOUR WAITING ON THE PHONE or whatever it gibbers every 15 seconds drives me nuts.
When someone does pickup they do solve whatever issue I have so I'm satisfied. Only times I ever call them is to activate a new phone anyway.
First, I wished that PP would give you the option to have them call you back instead of making you wait online until a rep become available. Sometimes I don't try up my cell for the 30 to 60 minutes wait until a rep become available.
About a month ago I submitted a ticket for them to fix my voice mail (they turn it off trying to fix another problem). I wasn't in a hurry, and I figured that it would reduce their work load to do it via a ticket. I provided them with all the information that they needed, but they send me back an e-mail asking for more information (which I still can't understand why they wanted it). I provided an answer within hours, but after a week they still hadn't fix it, so I sent them another e-mail. This time they fixed it within 24 hours. Seems that they don't have a very good system for tracking their tickets, otherwise they would have known that the ticket was still open.
PP needs to bite the bullet and play some soothing music while you wait. Right now its the constant VOICE THAT SAYS YOUR WAITING ON THE PHONE or whatever it gibbers every 15 seconds drives me nuts.
When someone does pickup they do solve whatever issue I have so I'm satisfied. Only times I ever call them is to activate a new phone anyway.
Ditto.
But, sometimes that music can drive you nuts too. I vote for the voice but far less often
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Originally Posted by thedamon
AT&T and T-Mobile SF Bay Area+ Cell Sites - with Cell ID labels
Over 1,100 AT&T sites in the 9 Bay Area counties + San Benito, Santa Cruz and Monterey counties
Now over 1,500 T-Mobile sites in these 12 counties
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