Reaching a Rep in the US

I found out that the great customer service went to BusinessCare :/

All prepaid (formerly flex-pay or Even More Plus) Customer Service (CS) is outsourced now. About 80% of all postpaid (contract) CS is outsourced.  The only way to guarantee you'll get the U.S. is if you ask for Retention or Business Sales.  Consumer Sales will get you outsourced CS about half the time.

P.S.: don't ask for Retention or Business sales for common problems.  They'll just direct you back to the other department, and you'll have wasted time.

Well the people I have spoken to even in the Consumer Customer Service department don't seem to be outsourced. Its been months since i've actually gotten someone outsourced. Lucky me.

I have never gotten and outsourced person when I have called Tmobile, now when i have called Dell that is all i get.

I have never gotten and outsourced person when I have called Tmobile, now when i have called Dell that is all i get.

I think Dell is fully outsourced to India.

I called yesterday and was routed to an overseas call center

The #1 reason I have been loyal to t-mobile for the last 10 years is because the customer service has been second to none. 

The person helping me asked what my first name was.  When I said Nick I was told there was no such person associated with my phone number. I paused,  gritted my teeth and said what about Nicholas.(My full name)  All of this happened after I verified my account by entering my social utilizing the automated system.

If this decline in customer service continues I am heading over to Sprint.

3 phone calls later and I have yet to reach a customer service rep in the United States. These operators might understand English, but they do not understand our culture and they are not empowered to help the customer in any way.  It is the antithesis of service.  

I can't believe I am typing this but after 12 years with Tmobile I just called Sprint to inquire about service plans.  

T-mobile......If you are listening.  Without customer service all you are is the low cost leader. I'm living proof that cost alone is not enough to retain a loyal customer.   (I will have to pay $20 dollars more a month for a comparable unlimited plan)

Your timing could not be worse. This is just like the Black Berry Network going down the week the iphone 4S was released.  Speaking of the Jesus phone......The iPhone is now being offered by every other major carrier, and you choose this uncertain time (At&T Merger etc.) to abandon your most important strategic strength?  

The only explanation I can think of for kamikaze corporate behavior like this is that things are worse then any of us realize.

 

The only explanation I can think of for kamikaze corporate behavior like this is that things are worse then any of us realize.

They are MUCH worse. They can no longer afford to do what it takes to keep long time customers. If the AT&T deal doesn't go through, T-Mobile is completely screwed...

I asked about the "Outsourced Customer Service" on Tmobile.com / Support / Community / Feedback

http://support.t-mobile.com/community/community/feedback

My post was removed almost instantaneously.  Don't believe me?  Try it yourself. 

T-Mobile does not want to talk about this.    It's too bad.  Now that the award winning customer service is gone I have no reason to stay.  (The overseas customer service agents are really that bad).

I have tried reaching a US Agent another 3 times with no luck.  I would rather sit on hold for 30 minutes than be helped by a clueless robot. 

T-Mobile this is a cry for help from a loyal customer of 12 years. 

OK. I don't get it at all. What type of account is this?

I called T-Mobile on the 25th and got someone right away and the woman spoke English. When I wanted to change my # she even let me choose what it was. Now I call that customer service.

My dad called yesterday in the early afternoon and he has a regular account. He got right through to the Philippines very quickly. Not sure how you do not get them. Retention's is not the Philippines, for now, anyhow.

IDK. I once had a huge debt that was instantly wiped and no longer able to be found.

Maybe it depends upon the location you are calling from in the US? I am in NY and have never been put through to an overseas calling center. I called yesterday early afternoon and got through very quickly to someone here in the states and this has always been my experience whenever I have called.

Im in Illinois and experience the same. It can depend on lots of factors they don't want you to know.

@Viper.

I have a Loyalty Plan and have been with Voicestream / T-Mobile since 1999.  I am calling from the West Coast. 

I called T-Mobile on the 25th and got someone right away and the woman spoke English

Yes Viper, the "Outsourced Reps" all speak perfect English.   

Happy to hear you are still receiving excellent service from the our new Philippino customer service department.

Ummm no this woman was black and funny LOL.

I can honestly say that I am happy to hear that.

I'm going to go and call them again brb.

That was quick. She just told me the truth about the coverage in the area that they don't have any plans to enhance it and she apologized to me for the problems I have. But she was English as well.

While I think it's wonderful that the Viper somehow has a bat phone to US based CS reps....can on the "inside" give an explanation of how a typical call is routed and why I can never get through to someone in the United States?

No I am not on a prepaid plan.

Boost in The Pacific North West. 

While I think it's wonderful that the Viper somehow has a bat phone to US based CS reps....can on the "inside" give an explanation of how a typical call is routed and why I can never get through to someone in the United States?

I'm not sure how the calls are routed, I know that 90% of the time when customers call 611 they get the Philippines.  I have no idea how Viper magically gets a US rep unless he says "cancel" and gets routed to Customer Loyalty every time....