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What happend to customer service?


Feb 11, 2010, 12:47 PM
I had a problem recently with my account...and everyone I spoke to seemed to have a hard time understanding me alot of people in the background were speaking spanish.Did tmobile move customer service to Mexico or something?

Feb 11, 2010, 5:07 PM
I don't know what to make of this post. You DO realize that bilingual customer service representatives are at a premium in this country because lo and behold a lot of people spending money are Spanish speakers. Rolling Eyes

Feb 12, 2010, 9:50 PM
So what you are saying is because someone speaks spanish that they don't have good customer service?

Feb 13, 2010, 12:45 PM
No thats not the case..I was just asking because it was the longest I was ever put on hold and after 45 minutes of talking I still didn't get the issue resolved.It was my worst run in with customer service ever.I demanded to speak to his supervisor.I just wondered if tmobile was outsourcing there customer service.Alot of other companies do it.After that experience,it was the final nail in the coffin.I'm switching all my lines to verizon.Not saying that tmobile is a horrible company but after experiencing that,I'm done with spotty service and now poor customer service.
juggalo D

Feb 13, 2010, 12:46 PM
what was the problem u were having

Mar 14, 2010, 2:14 PM
I recently had an infuriating run-in with customer service as well. I've been with Tmo for about 6 years now and have been very happy with it and have always been impressed with the customer service. Until sometime in last fall when things seemed to shift. This last incident was in January when T-zones suddenly stopped working on my Blackberry after 18 months. Took probably 4 hours over 2 days, 6 phone calls (including 2 that hung up on me), and many, many transfers before I finally got a definitive answer. I didn't like the answer, which was bad enough, but the ordeal of even getting that answer made me wonder what the hell is going on. I've recently heard similar stories from two other long-time T-mo users. So what's up?

Mar 24, 2010, 11:01 AM
I haven't worked for T-Mo in the past 2 years, so I can't explain your general customer service issues. I know that when I left, they were training all entire call centers to troubleshoot Blackberries and PDA devices since more basic consumers were purchasing them. I can only imagine it's been more of a problem since Android. It could be that they're having problems training quality reps.

As far as hearing Spanish in the background, the call center I worked at had bilingual reps working right next to English-only reps, all in good old US of A. The bilingual reps were occassionally queued into English customer service. There are Spanish speaking people in the US, and the bilingual reps are paid more since they can speak 2 languages. ...

Mar 24, 2010, 11:48 PM
Sprint has a center or two in Mexico.

Apr 11, 2010, 6:32 PM
T-mobile has 3 countries they outsource to last time i checked. India, Philipines, and Canada

Apr 12, 2010, 11:52 AM
False again... Keep spreading that incorrect information... You should probably "check" again.

Apr 12, 2010, 12:35 PM
Do you have a hard on for me now? Funny that you try to call me out and say that I am wrong in what I post but you have no idea what you are talking about. Are you typing these from an indirect kiosk? Or maybe a costco stand? I'm sorry, I shouldn't even say that because even those indirect sales reps know basic information like contracts and outsourcing.

Apr 12, 2010, 1:47 PM
Philippines and Canada are correct. But India is not correct. Sorry buddy. I'm a manager at a corporate store and Fleance is a CSR. We DO know what we're talking about.

Apr 16, 2010, 1:50 AM
LOL at the indirect kiosk.. I'm not trying to make you look bad, you seem to do that well yourself. I'm just sick of people posting incorrect information. P.S Hawaii was nice this yesr Laughing

Apr 13, 2010, 4:32 PM
no idea. every time i call i get some chick on the phone. i never have problems understanding them.

maybe it is your location where they route your calls to.

Apr 15, 2010, 6:19 PM
I've had nothing but excellent customer service and I've been with T-mobile since they were Voicestream. Very Happy

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