Reaching a Rep in the US

i can only get American reps if i call and ask for CS loyalty. Other than that i will get an Indian guy named Bobby or Tom.

LMFAO posted it on Twitter.

lol viper. its a freaking joke having to sit on hold for 30 minutes to get connected to some moron who cant understand me and i cant understand them. just followed you on twitter...blacksilva67.

Thanks let me go look.

It takes me 40-45 minutes each time but I have been getting English reps. The last one I spoke too was the best I ever had. I asked to change my # and he asked me what area code I wanted. I told him and he changed it free of charge.

Viper, you must call customer service too much if you are waiting over 5 minutes.

Viper, you must call customer service too much if you are waiting over 5 minutes.

Haha maybe thats the problem...I rarely call and have no wait time at all.

Is about once a month too much? No i've called from other phones too its the same w/ no # entered.

I called from a landline and didn't put in my phone number. I was put through immediately to a US Rep.

Ahhh must be my luck huh. I have to call today over a double charge they made when changing my plan. I'm getting charged messaging twice. One within the truly unlimited plan & another as a separate feature. I had to look at my web2go to find out because it shows 91.48 as my monthly charges on the my.t-mobile site but it would only add up to 81.48. So I have to have them remove this promotional $10.00 Even More messaging feature.

Thanks let me go look.

It takes me 40-45 minutes each time but I have been getting English reps. The last one I spoke too was the best I ever had. I asked to change my # and he asked me what area code I wanted. I told him and he changed it free of charge.

WTH man, are you still waiting that long? Have you literally ALWAYS waited that long? I called today and my hold time was 2 minutes (heh, I even let them "call me back" and input my number. As soon as I put down my phone it rang and I was connected). I called 2 weeks ago and waited 30 seconds. I called 3 weeks before that and waited for 2 minutes - called the day before that and was directly connected with no wait.

All these calls were fairly legit (adding features, inquiring about mysterious overage charges that shouldn't exist on unlimited plan, etc) but, then again, I hadn't called customer service for about a year before 3 weeks ago. Oh, and I have not once ever been connected to anyone outside the US.

It really might have something to do with the frequency of your calls.

Well the last time I called was around 2 weeks ago and wait time was 1 minute. So still can't figure out whats going on. I only call about once a month.

Call 1-800-937-8997 from a landline and just keep hitting 0 when it asks for your phone number and which department you want.  This is the quickest way possible to get to a care rep, although if you have a Flexpay or prepaid account, they cannot help you.

Yea thats what I did sometimes and the wait time was still 45 minutes.

My wife called on Wednesday, around 4 pm  east coast, and was on hold for less than a minute. They either know it's you Viper or you just have bad luck.  Also I seem to always get an American when we call.

Yea I get an American too. I really don't call much anymore but according to the data i've gathered hold times are very little now.

Okay folks let me break it down for you.

If you call in too much or get reported as a verbally abusive caller you will get routed to the "Bronze Queue" which is where you sit on hold for an eternity and if you are really lucky you will get a rep after sitting in the penalty box forever.

Anyone who knows anything about IVRs knows you can be routed to any particular queue based on a variety of factors. For example when I worked for a computer company your call would be routed based on your phone number, zip code, call history, buying history, etc. So if you live in the Bronx you would most likely get an outsourced rep if you called from home. But let's say you work in Manhattan and call from work. You would most likely get routed to a seasoned veteran rep in a special queue in the U.S. because the system figures a caller from Manhattan is potentially a bigger spender.

At T-Mobile there are about 20 call centers (give or take) in the U.S.

To my knowledge and to the best of my memory, the only departments that are outsourced are Activations, FlexPay (unless the queue is backed up then you might get an American), Prepaid (Monthly 4G), Migrations (Employee Discount Program), Puerto Rico customers (for obvious reasons), Some NTC calls (for porting issues), and PrePaid/FlexPay tech support.

If you have good ol' PostPaid service you should be getting someone in the U.S. Keep in mind it is still possible to get someone in the U.S with a foreign accent. Doesn't mean they are an outsourcer.

I hope this clears up a few things.

Call 1-800-937-8997 from a landline and just keep hitting 0 when it asks for your phone number and which department you want.  This is the quickest way possible to get to a care rep, although if you have a Flexpay or prepaid account, they cannot help you.

This doesn't come close to working anymore, its a joke they just changed the system

You are correct. It hung up on me the first time I kept saying billing questions because it had been days and the bill was not there still till I used the myAccount app. When I found there were other charges I had no idea what they we're and i've gone green. I had to say Phone Troubleshooting and then it transferred me to CS. Hold time was NONE. Rep sounded british very understandable but there were problems with the equipment. I expect overseas to be at fault.

Call 1-800-937-8997 from a landline and just keep hitting 0 when it asks for your phone number and which department you want.  This is the quickest way possible to get to a care rep, although if you have a Flexpay or prepaid account, they cannot help you.

This doesn't come close to working anymore, its a joke they just changed the system

Yea the 0 trick doesn't work anymore. The quickest way I know how to get someone now is to just say "Cancel Service" and it will go to a rep right away.

Hah!  I use the "cancel service" trick for just about every phone call. It's like having a knife stabbed in their back and they can't reach it. They can't get a live rep to you quick enough!