Newest JD Power Customer Care Study Places T-Mobile Dead Last!!

**jarrodpd** · 07-26-2012, 03:07 PM

Originally Posted by T'Pol

Phillip Humm is gone and moved onto Vodafone. Hopefully the new CEO for T-mobile will be someone who insources and treats American workers more fairly. (I don't think you want jet as ceo because he supports the repuglican's positions and if Romney is any indicator then he'd just be a repeat of Humm's policies of outsourcing...)

LOL Obama does the same thing, why let people in America manufacture things that would bring us out of debt we couldn't have that.
I personally dislike each party equally they spend to much time on arguing about whether its better to have the stupid "d" or "r" by their name, because of this we have fallen behind in many aspects.

**jarrodpd** · 07-26-2012, 03:10 PM

Originally Posted by jet1000

Looks like the bottom has fallen out of T-Mobile customer service:

http://www.tmonews.com/2012/07/newes...ile-dead-last/

What used to be their strong suit has now become a joke as T-Mobile execs focus on profit over good service. Terrible.

The last 3/4 times I have called this year the reps have been really nice and helpful the one I spoke with last seemed a little in a hurry but other then that when I call I usually have a good experience that doesn't take that long to call and get the answers I need.

**johnhere** · 07-26-2012, 03:17 PM

Tmobile used to have the sexiest sounding reps. Some of the AT&T reps sound pretty hot these days with those southern accents they have. Some sound like they are from the south somewhere.

**terryjohnson16** · 07-26-2012, 03:18 PM

Ever since the AT&T buyout announcement in March 2011, things went downhill.

**terryjohnson16** · 07-26-2012, 03:31 PM

T-Mobile update:

http://www.tmonews.com/2012/07/t-mob...-to-do-better/

**Antenna** · 07-26-2012, 03:55 PM

Good, at least T-Mobile has the guts to say we need to improve.

Its rare to see the big 3 claim they need to improve when they fall short.

**Liquidxt** · 07-26-2012, 04:23 PM

One thing I thought was seriously funny when I called in to Verizon was that I was having to school the rep about the SGIII. I was just trying to find out how many lines I could add, and she was trying to tell me about the phone, which it was quite obvious I knew much more then she did. And then as things got brought up such as release dates, pricing, phone capacity... I had to tell her the details about the phone. lol

**Loyal Servant** · 07-26-2012, 05:04 PM

We have to wait and see if they improve.
The reps in the states are much easier to deal with and I am going to take the approach others have and refuse to talk to the offshored reps.

I think they are trying to stop hemorrhaging post paid customers to satisfy that stupid metric they use in the industry and that is costing them customer service points.

**terryjohnson16** · 07-26-2012, 07:50 PM

They need to stop trying to be att and verizon.

Did tmobile start really losing customers after they started that classic/value/even more/even more plus with that EIP stuff?

Imo those prices are annoying. I refuse to pay them using that price structure.

Bring back the normal 199 and 299 prices. No eip.
They mainly need the iphone badly.

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**johnhere** · 07-26-2012, 07:59 PM

They need the iPhone, get cs similar to how it used to be, and really find their direction and hit it hard.

**Scottish Skyedance** · 07-26-2012, 08:55 PM

Should T-Mobile get Sue Nokes back and assign her as Chief Operation Officer?

**brad15** · 07-26-2012, 09:25 PM

They need something, i took off after Humm took over (as an employee), i am really rooting for them. but my last few CS experiences have definitely left something to be desired as the rep could not even understand me saying my name!

I would love to go back to work for them as soon as i'm done with my Engineering Degree, so i'm rooting for them hard, as before Humm, the company was amazing to work for and always had great morale, but that tanked and fell off quick when the buyout and humm came into the picture. They need Robert back badly!

**Androided** · 07-26-2012, 10:45 PM

t-mobile USA CS sucks!
Deutsche Telekom should let it becomes an independent company and get back the old name VoiceStream!

**jarrodpd** · 07-27-2012, 12:46 AM

Originally Posted by Androided

t-mobile USA CS sucks!
Deutsche Telekom should let it becomes an independent company and get back the old name VoiceStream!

Having a big name like DT behind them is a good thing. I think the Germans need to ease up on the grip to allow the USA branch some ability to decide whats fits us best, I think they are off to a good start with their network and stores they need to get better inclusive roaming plans, $50 to use another T-Mobile branch is not utilizing their network breadth properly from the consumer economic stand point. They also need to better train their employees to know more about the product then reading a predetermined prompt off the computer or not provide sufficient information for the customers that want to know more then the average person. They need to stop outsourcing jobs to third world countries where people can barely comprehend english, we tried canceling Clear because their service was cow excrement so after 1 month of going back and forth clearly stating we didn't want new equipment because it was broken they decided to send it anyway and they also added insult to the injury by giving us "unlimited data" for $20 when we were already paying $40 for "unlimited". Back on topic about USA call reps, it's really annoying trying to call someone with limited vocabulary to get something accomplished right the first time in an efficient manner especially if you're not in the mood to repeat things 50 times for accuracy or getting asked irrelevant questions.