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Customer Service / Good luck contacting customer service folks!...
« on: October 12, 2011, 04:19:33 pm »
I registered for this forum today just so I could post this, this is how bad this company has gotten! Copy & paste from last night's post on T-Mobile's official forums...
I've made this rant before (back in 08/09) and looks like it's starting back up AGAIN here in late 11! The following has now happened to me 3 times this month alone!
Customer service/care is being routed to unknown overseas locations with customers sitting on hold for HOURS before having their call answered! Then when it's answered it's some strong accented female on the other end (they all sound exactly alike) and the language barrier issue is SO BAD that I just have to hang up the phone because let's face it...nothing is going to get resoloved when I can't understand them and they can't understand me! The music that is being played while on hold seems to be something out of Bangkok or something, while trying to put a western spin on it to make it sound hip...it's enough to make anyone just wanna puke their guts out!
T-Mobile has screwed up my plan, charging me per text/picture message when I have a unlimited plan for 10 dollars, after 5 months they still can't seem to get my billing date changed correctly and the list goes on and on and on...I need a rep on the phone from America so I can get this taken care of for the 6th time now...but no luck!
Tonight I was hung up on by the sales department (trying to get them to get me through a backdoor line so I could be assisted after sitting on hold for 2 hours), only to then be hung up on by the moron he connected me to. The phone system DOES NOT WORK CORRECTLY PERIOD! You speak your response to the system and it just keeps saying "I'm sorry I didn't understand", if you don't say exactly what it wants to hear it then hangs up on you! I've asked to speak to "BlackBerry" via the automated system to get me to tech support because I know you get a US call center with tech support and then they can get me to someone who can take care of me...funny thing is even if your response is accepted by the system to go to "BlackBerry" it still places you in line to speak to customer care. Why have the system if it's going to just route everyone to customer care no matter what their answer is? It's no wonder other companies want to buy T-Mobile out...
Absolutely unbelievable and UNACCEPTABLE service here folks! Oh and before anyone accuses me of having a "pre-paid account" you can forget that, I have a regular account that I've had since I joined T-Mobile back in 2003...I've never had pre-paid anything yet the calls still go overseas when calling in either via 611 or one of their toll free direct lines listed on their website. So the theory about only pre-paid customers having to go through this is for the birds because it's just not so! And even if the theory we're to be correct, that would still be totally unacceptable!
It is now 9:58PM at night and I've now been on the phone trying to reach someone for nearly 3 hours...and I've got the phone records to prove it!
I've made this rant before (back in 08/09) and looks like it's starting back up AGAIN here in late 11! The following has now happened to me 3 times this month alone!
Customer service/care is being routed to unknown overseas locations with customers sitting on hold for HOURS before having their call answered! Then when it's answered it's some strong accented female on the other end (they all sound exactly alike) and the language barrier issue is SO BAD that I just have to hang up the phone because let's face it...nothing is going to get resoloved when I can't understand them and they can't understand me! The music that is being played while on hold seems to be something out of Bangkok or something, while trying to put a western spin on it to make it sound hip...it's enough to make anyone just wanna puke their guts out!
T-Mobile has screwed up my plan, charging me per text/picture message when I have a unlimited plan for 10 dollars, after 5 months they still can't seem to get my billing date changed correctly and the list goes on and on and on...I need a rep on the phone from America so I can get this taken care of for the 6th time now...but no luck!
Tonight I was hung up on by the sales department (trying to get them to get me through a backdoor line so I could be assisted after sitting on hold for 2 hours), only to then be hung up on by the moron he connected me to. The phone system DOES NOT WORK CORRECTLY PERIOD! You speak your response to the system and it just keeps saying "I'm sorry I didn't understand", if you don't say exactly what it wants to hear it then hangs up on you! I've asked to speak to "BlackBerry" via the automated system to get me to tech support because I know you get a US call center with tech support and then they can get me to someone who can take care of me...funny thing is even if your response is accepted by the system to go to "BlackBerry" it still places you in line to speak to customer care. Why have the system if it's going to just route everyone to customer care no matter what their answer is? It's no wonder other companies want to buy T-Mobile out...
Absolutely unbelievable and UNACCEPTABLE service here folks! Oh and before anyone accuses me of having a "pre-paid account" you can forget that, I have a regular account that I've had since I joined T-Mobile back in 2003...I've never had pre-paid anything yet the calls still go overseas when calling in either via 611 or one of their toll free direct lines listed on their website. So the theory about only pre-paid customers having to go through this is for the birds because it's just not so! And even if the theory we're to be correct, that would still be totally unacceptable!
It is now 9:58PM at night and I've now been on the phone trying to reach someone for nearly 3 hours...and I've got the phone records to prove it!