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.
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I have a blue tooth
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.
I have a blue tooth
I wouldn't have expected anyone else to post this. remarkably you didn't quote the physical JD power source, after nit picking my articles, LOL. Too lazy to click the link apparently
http://www.jdpower.com/content/press...ance-study.htm
Oh well, hopefully T-Mobile can turn things around. As AT&T has shown, and as you've pointed out insistently, you can do terrible on JD power's ratings, over and over, and still have low churn. All can change
Here's to wishing T-Mobile and iPhone
I've climbed a cellphone tower
I jumped ship in March after 6 1/2 years. They just seemed to trying to fail in order to prove a point about the failed AT&T merger.
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I support the right to keep and arm bears.
Phone Collector
I couldn't agree more. We're jumping ship once our contract is up in a few months after eight years with TMo. A once rock solid network is now quite unreliable in the areas I need it most, and has been post-failed AT&T merger. DT seems to be doing the bare minimum to keep the lights on.Originally Posted by n2jtx
Phone Expert
I suggest everyone who gets a CS Rep from overseas to ask for a Representative in America. If they don't oblige then tell them you're going to call back until you are able to speak with someone in this country because you don't feel comfortable giving out your personal information to someone in a country half-way around the world. There's a couple of ways to tell if the Rep is from overseas. One is the obvious thick accent combined with their lack of using adverbs, prepositions etc.The other is sometimes you can hear a slight hissing on the line that kind of sounds like air-flow that lets you know that they are speaking to you from a cable that runs along the bottom of the ocean floor. If enough people do this then there's a chance they will bring back the jobs to America. Discover Financial Services brought back call-center jobs after too many complaints so I know it can work.
Radiation is good
I remember when I had Sprint they'd either tell me where they were located or I could easily just ask them where they were at. Although, if I recall, Sprint moved all CS back to the states. It didn't make them more useful or able to do anything still...
My screen is bigger than yours
Ya but I've been with Tmo for so long I feel married to them so I'll prolly stick around. If I were a new customer or someone thinking about joining Tmobile I wouldn't hesitate to go elsewhere. I need to speak with someone who's first language is English. I hate repeating myself over the phone so I will take T'pol's advise.
Post Machine
Yes. I feel the same way. I been with them for close to 10 years. Moving to another carrier such as Verizon or AT&T sounds horrible. Especially with the new shared plans.
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Speed achieved using T-Mobile Samsung GS2
Phone Expert
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...)
Post Machine
In this case, Jet is right. T-Mobile needs a reality check. I had mis-informed info given to me two days in a row, from T-Mobile. First was regarding as to why my phone lost reception, and couldn't send text messages. I was told, it was cause I was being throttled. Being throttled has nothing to do with phone signal going from full bars on a regular basis, to zero to one bar of service. Plus being throttled does not have anything to do with telling me to go the internet browser to clear the cache, and enabling data roaming.
Then yesterday a "tier 3" rep, told me that the system reset my data speeds, but "It's your phones fault that you are not seeing the 4G speeds refreshed, since you only have 500MB out of 1GB ROM on your GS2. I suggest you wipe your phone." I told him, it has nothing to do with my phone space. My account was throttled, until my billing cycle restarted at 3am. The system may show its not being throttled anymore, but the data provisioning is saying otherwise.
It took around 3 hours after I spoke to him, for the system to give me back my normal 4G speeds.
Also, remember when T-Mobile used to win the awards consecutively, and people used to say T-Mobile paid them to get the highest award? That sounded stupid then, and it does now.
They have several very good reps. Its just that they are not giving off the correct info to the customer. Especially when a CC has to pass the call to tech support, and have a Tier 2 rep tell me there is an issue in my area, whereas the previous reps said no issues were known.
Post Machine
Does Verizon's consumer CS differ from the Business CS dept? At my job, when we call Verizon business CS, they are pleasant, and friendly. I am wondering if its different cause its a business line, vs speaking with someone on a regular account.
I have a blue tooth
I can tell you the Verizon reps are also pretty bad.
Had a issue with my Motorola Maxx, called in, rep would not stop trying to upsell me to the "everything shared" plan. Apparently the reps get big incentives for attempting to knock people off the $30 unlimited plans. Said my usage would fall under the 2GB plan (a lie, because the verizon widget shows I am using "major GBs" lol). Was told repeatedly that the unlimited data pack would carry over since I have a single line account, that turned out to be a lie.
Give it another year, then see what happens.
I've got more phones than fingers
I def wouldn't rate verizon customer service so high. In fact, from my experience AT&T cs is much better than Verizon nowadays. but just my opinion. Yeah in the past AT&T cs sucked but I think they have improved a lot.
I hope tmobile can improve the cs experience. I think they can if they want to.
I have a blue tooth
Verizon customer level CS is pleasant, but recently they are making a big push to rid people of grandfathered features, and upsell the new horrible plans, instead of answering the simple questions I had. Its annoying. I blame VZW corporate for not being more lenient and educating CS on how new plans work (they told me inaccurate lies).
I personally have not had the same problems at T-Mobile.
I've climbed a cellphone tower
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.
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