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Anyone else noticed?

callcenterrep69

May 3, 2011, 4:12 PM
The level of customer service has SERIOUSLY seemed to have gotten worse ever since the proposed acquisition announcement. I've never had so many little issues with my service and have had repeatedly encoutered incompetent customer service and technical support reps. I mean...I know I'm not the only one, one of my co-workers was advised that she in fact DOES use her data while on wi-fi and it simply makes her data speeds faster, by a "supervisor"...wtf!?! I mean NO OFFENSE if you're a T-Mo rep and I hope this does not apply to you, but what is the deal? Evil or Very Mad
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Azeron

May 3, 2011, 4:30 PM
Do you have any idea what this 'merger' has done to morale? Imagine you are a perky T-Mobile rep and a supervisor no less and the word comes down that Big Blue is going to acquire you. What does that mean? Does it mean your job is at risk? Possibly? What are the chances that AT&T will keep you on as a supervisor? If they decide to bust you back down to a Customer Care Rep what can you do? Quit. Hell, that supervisor was probably distracted because she was browsing Monster on her My Touch.
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andy2373

May 3, 2011, 8:22 PM
Azeron said:
Do you have any idea what this 'merger' has done to morale? Imagine you are a perky T-Mobile rep and a supervisor no less and the word comes down that Big Blue is going to acquire you. What does that mean? Does it mean your job is at risk? Possibly? What are the chances that AT&T will keep you on as a supervisor? If they decide to bust you back down to a Customer Care Rep what can you do? Quit. Hell, that supervisor was probably distracted because she was browsing Monster on her My Touch.


And than you have to deal with the previous knuckle head customer to boot. Shocked
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johnnyb0810

May 6, 2011, 11:18 AM
The real question is why was she speaking to a supervisor in the first place... Was the tone of the rep that answered the call not to the liking? Was the representative before them incompetant and not resolve the issue? Were they simply denied the credit they did not deserve? Too many people think they are going to recieve special treatment by supervisors.
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texmarvin

May 6, 2011, 3:00 PM
i know i have been harsh on TMOB's customer service skills in the past but to be fair in the real world you cannot expect people knowing their job is up in the air to focus on the task at hand properly i have been in that jam before and it is no fun it will bring an entire office down fast and everybody needs a paycheck
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johnnyb0810

May 6, 2011, 4:10 PM
I don't know if this is a response to what I had said. My point is, regardless of circumstance I hate for people to ask for my supervisor. I will fight tooth and nail for a customer and I'm damn good at what I do. I realize things get frustrating but that is no need to yell and cus at people over the phone. I don't walk into a subway and immediately demand a manager make my sub, why would you do that to me. I don't work for tmo but I'm still curious what warranted a supervisor.
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catie28

May 26, 2011, 5:32 PM
customers usually ask for supervisors when they cant get what they want from the rep.. I guess, the only reasonable excuse for customers to demand for supervisors is if they were not treated properly by the rep..(csutomer mistreat can cause a representative to lose his/her job.. so i doubt it if theyll do that to a customer) Mad
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gonefishin

May 28, 2011, 12:55 AM
I think that all are correct , it's on all of our minds, i know that when im out in the butt hut someone is talking about it in a corner some where. we all have alot on our minds. we have so much riding on this acquisition, salary benefits and the benefits of the ones that are on your policy. and let alone we pay nothign for our phones. i personally try to put it on the back burner. people being upset is how this industry IS, we reward bad behavior if you kick and scream and hold your breath until customer loyalty gets on the phone, for the most part your going to get what you want.... here is the absolute truth. we are divided in to communities ran by a manager they are divided in to pods ran by a coach. this is known no big deal right...
(continues)
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AtTheMet

Dec 17, 2011, 2:43 PM
The most secure jobs in a merger is the call center and sales staff (with the new at&t, formerly Cingular at least). Next is Network Ops. When Cingular bought failing AT&T and called it a merger, everyone was offered a new spot in the new at&t. About 87% of employees remained. The others moved on to new jobs. Former CEO Stan Sigman was an awesome guy with great ethics. That spirit lives on in Ralph De La Vega. Cingular buying AT&T saved thousands of jobs as at&t suffered a software glitch that lasted more than three weeks and customers were leaving like the exodus from Egypt. Your jobs are safe. This is a spectrum AND Customer GROWTH transaction. Emphasis on the "and" and "growth"!
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skaii

May 28, 2011, 12:50 AM
I know how that goes. I'm a supervisor for AT&T (yeah I know), and trust me, it's affected our morale as well. People tend to think that the merger only effects T-Mobile employees when in fact we're in the same boat.

If AT&T buys T-Mobile, they could very well decide that they don't need some of their call centers and swap a smaller AT&T call center for a larger T-Mobile one or anything along those lines.

As not only an AT&T supervisor but also a loyal T-Mobile customer, I've been totally against this merger from the beginning. Let our AT&T and T-Mobile reps keep their jobs and stop those greedy corporate big heads from screwing us all!
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Stifffler

Dec 27, 2011, 7:01 PM
Today, December 27th I spoke to a Ashly, I did not get the rep I'd, and she was as rude as rude could be. This would not be tolerated by the old T Mobile. Unfortunately customer service has taken a hit this year. Can't wait to get out of my contract. Three phones is a big hit money wise.
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skaii

Dec 31, 2011, 2:31 AM
Yeah she should be fired. I wouldn't quit an amazing company like T-Mobile over one rep though. And you might want to call CS. She had to have left notes in your account if she was doing her job right. They'd be able to report her. That cannot be tolerated.

I know many reps were upset over the AT&T buyout looming, so it caused them unnecessary stress and rightly so. I would be too if I was close to losing my job.

At this point in time, the best thing we can do as customers is be patient, leave our feedback to customer service, and move forward.
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