Galaxy watch had issues, was sent warranty replacement, spent over 10 hrs with Customer service trying to get the warranty replacement working. Spent another 2-3 trying to escalate to arrange a call back. Was told 24-48hrs for the callback. Never received call back.
One CS agent Michael, he transferred me to his “supervisor” and answered the phone this time claiming to be Michael in retentions. He then transferred me to cancelations and once again answered. I said hello Michael why do you keep putting me on hold then claiming to have transferred. He told me he had no supervisors as he he was the head supervisor for all of Sprint/T-Mobile call centers across the globe.
Numerous other agents and their supervisors insisted I had and Apple Galaxy watch. Others insisted it was a phone not a watch. NONE of the agents could comprehend the watch needs to be paired with the phone app as part of the setup process.
I could go on and on….
Over the past 21 years I have become used to incompetent customer service. But since the merger it has become much MUCH worse. I believe much of this is due to outsourcing virtually all customer service to locations where neither T-Mobile or Sprint has ever provided service and does not use the same devices firmware therefore cannot comprehend issues the arise or even know the device names as mentioned above, even after looking over my account.
I realize this post will be likely be locked and removed as was common with the old Sprint community. With a simple follow up message apologizing and asking for me to reach out once again. But again I’ve spend 12-13hrs with agents refusing to transfer insisting they would resolve the issues.
