"Longer than usual hold times"
When I signed up with T-Mobile, just over a year ago, and I called customer service they would answer before the automated message would finish saying you can check account information online. Now, it seems every time I call it says "Due to high call volume, you may experience longer than usual hold times" and it takes a lot longer to talk to someone. Did T-Mobile cut down on the number of customer care reps, or why is there a sudden change in hold time? One of the reasons I went with T-Mobile is because the customer service was great and you didn't have to wait forever to talk to someone (unlike other companies I talked to). Thanks for the input.
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I agree. I've called customer service twice this week and have waited 30 minutes.
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There are some issues which drive higher wait times--right now New York and New Jersey are switching to the new voice mail platform, and in spite of the fact that we sent them all voicemail messages a week ago letting them know what's happening and how to deal with it they're all calling up anyway to complain... 🙄 The West Coast customers handled it with considerably more aplomb and considerably less acrimony, I must say!
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OMG, I just got a call and read the dead air script, then I started hearing this incredibly loud snoring! I guess the hold times really are too long, the customers are nodding off waiting for us... 🤣
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Aleq said:
OMG, I just got a call and read the dead air script, then I started hearing this incredibly loud snoring! I guess the hold times really are too long, the customers are nodding off waiting for us... 🤣
zzzzZZZZZsknitzORT!hmmm?ZZZzzzzZzzzzzzzzz...
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Might have known that was you--dude, take care of your baby, he's screaming bloody murder! 🤣
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I'd noticed the hold times had gone up - just figured it had something to do with some system issue somewhere . . .
On a related note - I had the same thing with a coworker yesterday. I was telling him all of the things that I needed him to do for the day while I was taking inventory. I was just chattering away - then I realized that he hadn't said anything back. I turned around and there he was at his desk. Sitting completely upright with his hands on his keyboard - sound asleep! 🙂
On a related note - I had the same thing with a coworker yesterday. I was telling him all of the things that I needed him to do for the day while I was taking inventory. I was just chattering away - then I realized that he hadn't said anything back. I turned around and there he was at his desk. Sitting completely upright with his hands on his keyboard - sound asleep! 🙂
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Aleq said:
Might have known that was you--dude, take care of your baby, he's screaming bloody murder! 🤣
My son is with "The Dark One"...better known as my mother-in-law.
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Oh let's see
Bellingham, WA
Bellevue, WA(?)
Redmond, OR
Meridan, ID
Colorado Springs, CO
Albuquerque, NM (2 call centers)
Oakland, ME
Allentown, PA
Kansas City, KS
Nashville, TN
Birmingham, AL
Mission, TX
Tampa, FL
Fort Lauderdale, FL
I'm pretty sure that's all of them
Well, a lot of the hold times are to blame on computer upgrades they are doing, they try to do it during offline times, but it doesn't always work that way...
Also, like for instance at my call center, we just did our 3rd shift bid in a years time...Thats NOT good. They just can't get their projections right, staffing right, etc...
Now because of hold times too all calls with the exception of VERY few are now "cold" transfers, which is just sending th...
(continues)
Bellingham, WA
Bellevue, WA(?)
Redmond, OR
Meridan, ID
Colorado Springs, CO
Albuquerque, NM (2 call centers)
Oakland, ME
Allentown, PA
Kansas City, KS
Nashville, TN
Birmingham, AL
Mission, TX
Tampa, FL
Fort Lauderdale, FL
I'm pretty sure that's all of them
Well, a lot of the hold times are to blame on computer upgrades they are doing, they try to do it during offline times, but it doesn't always work that way...
Also, like for instance at my call center, we just did our 3rd shift bid in a years time...Thats NOT good. They just can't get their projections right, staffing right, etc...
Now because of hold times too all calls with the exception of VERY few are now "cold" transfers, which is just sending th...
(continues)
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I think there is a call center in NY state. I think in Suffern, NY. I keep seeing on tmobile.com/jobs that says training for reps. I called up 611 last week, and a guy said he is in a NY state call center, and that he noticed I am in NYC. He said he never been to NYC, but he wants to come.
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and what makes this bad is when the customer is really tryin to get through and they hang up and call in to telesales.... then we have to expain to best ability what we can and anything above and beyond we have them contact customer care again.
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All I can say is that I have been on hold tonight for almost an hour and still no answer. As a newer customer, it doesn't make the greatest impression. But, if it's due to the hurricane, I can understand. Maybe they should do something about having call centers away from hurricane-prone areas?
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Maybe you could put the original call on hold, while you call them again on the 2nd line. Ti did that, and I got throught on the 2nd line in only 5 minutes, while the 1st line was on hold for 30 minutes.
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Same thing happened to me. I don't know how that worked, but supRmon, normally Customer Service is great.
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Strange. I called from a landline since my issues are with my SIM card, but I gave up after an hour went by. I decided to email them with my questions and I also asked if there is a problem that caused me to wait so long. I guess if there are a lot of reps working in the hurricane warning areas, it might strain the system a lot. It's weird though - I called a few days ago and the person said they couldn't hear me at all, wouldn't even let me talk, repeated that she didn't hear me, and then disconnected the call even though I kept saying "hello, hello, hello..." 😕
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That happened to me once, like 2 years ago. I just called back, and when the rep came on, I told them and they said "Oh, I am so sorry you got disconnected, how may I help you get world class Get more service today?'
Sometimes the reps say "Its a beautiful day at T-Mobile, how may I help you get more today?"
Sometimes the reps say "Its a beautiful day at T-Mobile, how may I help you get more today?"
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Ok, I called back, but the rep couldn't help me because his computer was down for maintenance. He was polite and kept apologizing... I will just wait for the email response tomorrow...
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