What happened to customer service???

  • 21 September 2018
  • 14 replies
  • 1932 views

Userlevel 1

I've been a T-Mobile customer for years. At one point, in response to an issue I had when my account was inadvertently changed by a store representative, I was given some sort of status where whenever I called in for support, I was routed to a higher level of support. Notice past-tense.

Over the years, I received outstanding tech support whenever I required it. In the last few months, suddenly, every tech support request (mostly for the same issue that never gets resolved), I been sent over to a call center in the Philippines. Before anyone accuses me of xenophobia, I was born in the Philippines and I speak the language fluently and I spend about 6 months of the year in Manila. I'm intimately aware of how things work in the Philippines.

The biggest problem is comprehension. As I do when I'm in the Philippines and ask a question at a mall or store for example, whether in English or Tagalog, it always takes two or more tries to get the person that I'm speaking to to understand what I need. When the issue is of a technical nature and there are no Tagalog equivalent words and it gets even more complicated. Compounding this are the inherent Filipino traits that they are super polite and genuinely don't want to disappoint you. Filipinos feel that saying "I don't know" means that they're not helping you. In their eagerness to help, the original message gets confused. This is a cultural thing that most Americans don't understand. To be sure, if Filipinos were to be routed to a call center in the United States, I'm certain that they would have the same issues as Americans calling Filipino call centers.

For example, in July (2018) I purchased two Apple Watches from a local store in San Diego. I discovered when I received my bill that my plan was changed and increased by $20 per month (apart from the increases due to the Apple Watches), and "free" Netflix was added. I called back to find out why, and I was told that I had requested the plan change. I didn't. It didn't make any sense to pay an additional $20 for something worth $10. The CSR, part of my "team" was at a call center in the Philippines. I was told that they would correct the problem revert back to the correct plan. The next time I got my bill, it wasn't changed. So I called again. I got the same "I will resolve your issues to  you satisfaction, I guarantee it", but the next bill came around and it still didn't get corrected. So I called again. Still no resolution. Each call lasted more than 20 minutes. Upon arrival in San Diego a few days ago, I went to a store where they attempted to fix the problem. Still no resolution. So I called support again from San Diego and again I got a call center in the Philippines. I asked to get the call escalated, and I got... another person in the Philippine call center. The person I spoke to after being escalated had excellent command of English, and actually sounded American. However, she still had some issues understanding what I wanted and would ask me questions for which I'd already provided answers. Still waiting for resolution.

If it takes 4 or more tries to get resolution on an issue at a foreign call center and once at an American call center, I'm not sure that the cost savings involved in a foreign call center are worth it. Add to that the intangible cost of unhappy customers. Is it possible the T-Mobile bean counters don't take this into consideration?


14 replies

Userlevel 1

Issues barely get resolved. One has to make several calls  and calls are answered in Philipines. Calls are answered by very polite agents.

Common sentences used are I apologize Sir, Not to worry, No need to worry. I will issue a credit. Without making any notes. Big blony. I will call you after research. It never happens.

After six calls and staying on phone for at least 1 hour each time. Nothing got resolved. This what corporate America has come to.  I will recommend not to waste time anymore.

 

 

When he hear a heavily accented “Not to worry”, it’s time to worry because you’re talking to an agent without: significant training, ability to rectify issues, or English skills. I am not aggravated at the agents and know they’re doing their best, but I’ve spent wasted hours talking to Filipino agents and haven’t gotten nowhere.  I wonder whether Tmobile execs ever try calling these numbers to get the true customer experience, not the one they see in commercials.  

When he hear a heavily accented “Not to worry”, it’s time to worry because you’re talking to an agent without: significant training, ability to rectify issues, or English skills. I am not aggravated at the agents and know they’re doing their best, but I’ve spent wasted hours talking to Filipino agents and haven’t gotten nowhere.  I wonder whether Tmobile execs ever try calling these numbers to get the true customer experience, not the one they see in commercials.  

LOL if you think TMobile exec go through the same people we “plebes” go through you probably think Gavin Newsome and Nancy Pelosi are staying out of the restaurants they shut everyone out of. Tech Execs are no different than politicians. 

Is it possible the T-Mobile bean counters don't take this into consideration?

what does “T-Mobile bean counters” mean?

Userlevel 7
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Is it possible the T-Mobile bean counters don't take this into consideration?

what does “T-Mobile bean counters” mean?


Bean counters are the people who count the money.

Userlevel 6
Badge +13

Is it possible the T-Mobile bean counters don't take this into consideration?

what does “T-Mobile bean counters” mean?


accountants. the money people

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Is it possible the T-Mobile bean counters don't take this into consideration?

what does “T-Mobile bean counters” mean?

Just the fact you don’t know what this means is the problem. Most people who are on the other end of customer service should know what this means. 

Userlevel 5
Badge +8

what does “T-Mobile bean counters” mean?

 

Watch the movie “Class Action”.

 

Perfect example of a bean counter.

 

I’ve used T-Mobile for 15+ years, with the exception of one year I went to Verizon.  T-Mobile used to have The Best customer service I’d experienced.  The customer service the last few years has been the absolute worst and I’m about to take my business elsewhere.  

Userlevel 2
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I have been a T-Mobile customer for over 15 years. The company has gone to the dark side. T-Mobile does not care about customer service, actually, T-Mobile fricken hates you. Did you see that on April 2, T-mobile will start unConstitutionally FIRING unvaxxed employees and put people on unpaid leave if they only have one vax? This is the sign of a company that has lost its spine. Morally bankrupt Cowards.

I will be moving to another carrier. T-Mobile sucks!

The customer service is what has kept me with T-Mobile for 15 years! I have called customer service 3-5 x's with no resolve to what is going on. Very sad because this was such a great company for customer service! Makes me want to change carriers too!! 

I agree. I’ve been with T-Mobile for several years and the customer service was fantastic until recently. Now I know it’s worthless to even try and call

I called customer service to resolve an issue with my phone sending me notifications that didn't exist . Anyway at the end of our conversation the rep says I have been with tmobile long enough to quality for a free watch , out of sarcasm I ask 'how much will this cost me " he said $5 a month . I said cool that will work , it was only the active 2 watch but free is worth it. However I got the watch and and my next bill had the new line added for it that was more than $5 a month but on top of that I was now on a payment plan to pay more than $300 for the watch   well needless to say customer service couldn't fix that either. I paid off the watch to get it off my bill but if I was going to buy the watch I would have shot higher than the active2. I to believe its time to move to a company that listens and that can offer better service in the place of things like tmobile Tuesday and free watches that aren't free

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OMG! THANK YOU! Thank you for saying this! Because I've been saying this for the last 3 years with Citibank, AT&T and now T-mobile Customer Service! It is like speaking to a non-intelligent game computer of the 80s! 

When I moved to Tmobile with its 5G Router, I had expected the amazing customer service I used to get from T-mobile 4 yrs back with my cell phone. Really REGRETTING the decision! Absolutely REGRETTING IT.

 

The router has forced me to change my appleTV equipment, and now my printers..... now,, I receive the new HP printer and the new one doesn't connect with the 5G router either.. 

5 HOURS spent on the subject connecting 3 pieces of equipment and you get MORONS when u call Customer Service!

Ironically, AT&T which sucked all these years, now gives me a person in the US - someone who resolves issues right away!

What a turn of events! Sad! 

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