Question

WHAT ON EARTH IS WRONG WITH THE PHILIPPINES CALL CENTER? and why is T-Mobile fielding all calls out to them??

  • 5 January 2024
  • 10 replies
  • 1611 views

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The Philippines call center is a complete waste of the customers time because they are untrained, have zero access to a customers account, do not have a clue about technology, and to compensate for this, when one asks to speak with a supervisor they lie and put on one of their colleagues who pretends to be a supervisor, even though they are not. WHO ELSE ON THIS ‘COMMUNITY’ HAS EXPERIENCED THIS? along with the inability to reach any customer service people in the United States??

After using T-Mobile for several years I am seriously thinking of going to Verizon even though they are more expensive, at least I won’t have to waste so, so much of my time with the Philippines call center that know nothing about t-mobile or technology.

 

I would appreciate some feedback from others who have experienced the same. Thank you.


10 replies

Tell me about it!! I am on the line with them NOW and so far the call has taken 1.5 hours with NO resolution! I don’t even know if they’re in a call center because it sounds like she is at a loud party! I have been asking to speak to her supervisor and she absolutely won’t do it and keeps coming back on the line repeating the same misinformation over and over. Its like she can’t even understand what I’m asking. I just changed ownership title last month to get the 55+ and was misquoted the price and they didn’t say the 3rd line free promo doesn’t apply the the 55+. She could’ve saved me 45 minutes and a ton on frustration should she had said that in the first place. Now I’m waiting for the transfer pin so I can take my business elsewhere. I haven’t been so pissed off to lose my cool to a customer service rep like this EVER in my life! And now she keeps putting me on hold and isn’t even processing my request properly. I got her name and employee number and will be filing a complaint about her, and a complaint about the sales rep that quoted me a lower price and failed to tell me that the 3rd line promo isn’t eligible and now I want to see how can this be legitimate to not offer this promo for the 55+ plans. Doesn’t seem right. Im so pissed, I’m fuming!!!

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The 55+ Magenta Plan by T-Mobile offers 2 lines with unlimited data, unlimited text everywhere and unlimited calls in the US and in Canada and possibly in Mexico. If you need a 3rd line in addition to the 2-line Magenta plan you have to create a separate 1-line plan for I think $50.00 per month unlimited everything.

I’ve been on the Magenta Plan for several years now and had been very happy until about 1 year ago when suddenly T-Mobile’s customer service went 100% down the drain and began using the Philippine call center, which does sound like a party! (LOL) there is so much noise in the background that I cannot even hear myself think. Plus the fact that the Philippine call center employees are inept, 100%. The question is how important is a reliable customer service team to our lives and to our time?  For me it is very, very important because my time is a commodity and I want my mobile service to run in the background of my life, not the foreground, just any other utility.. I pay for the experts in these fields to run things smoothly and/or to take care of any problems that they may be having. I pay for service people to do this so that I don’t get bothered by these issues that I know little about. Customer service with T-Mobile or my energy company or my cable company or any other utility that I pay for is PRIMARY to me because I pay them for the reliability of their services. The same holds true for me. I provide financial services to clients and when there is a problem I am the one responsible to fix the problem, and I do without further burdening my clients. This is what I am paid for, for if not, the client can do the work themselves.

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Totally agree. Terrible customer service, data breaches, bad coverage, increasing rates - that’s the new T-Mobile. We dumped them recently after 30 years for these types of games.  You should do it too. There are lots of better options out there.

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Bikewreck.. or anyone else,

I need suggestions for another mobile service. I may go to Verizon but I’d love to hear from the community who they switched to or are thinking about switching to. Also, I search but could not find a way to email T-Mobile corporate or ANYONE except the Philippines. I had filed a complaint with the FCC about 8 months ago to which T-Mobile’s reply was a bunch of lies. After the first major privacy breach that T-Mobile had I carefully reviewed T-Mobile’s documents announcing the breach and the steps they claimed to take to prevent this from happening again. It was all bs. I told the FCC that what T-Mobile claimed to do in terms of protecting the customers was not true and further they did not disclose the information that we were entitled to have, such as the ‘super duper’ fraud prevention tech company that they contracted with. I told the FCC that there would be another major breach very soon. Well sure enough, you all remember, a month later another breach. The FCC stopped communicating with me after that. A major problem is that the Federal Agencies (and the State’s agencies) that were set up to protect the consumers, and who are paid by the taxpayers, don’t actually do anything for the consumers. There is zero oversight of these agencies and they now get kickbacks from companies like T-Mobile and most other large companies. We have to remember this and to see what a disaster our country is in all while these agencies and current admin politicians are getting richer and richer when it’s public information how much any government official or worker gets paid. So how are they able to purchase multiple million estates and more than one! Vote out the Dems come November. 

 

Agree!! Have had TMobile for over 20 years. Recently I’ve noticed customer service has gone WAY DOWN with the Philippines call center. I’m thinking about changing providers now because of this. Customer service was the ONLY reason I kept TMobile for this long (never used any other carrier). Customer Service (on the phone) is really bad now. I can hardly understand some of the reps, they interrupt when I am asking questions, and some do not listen and understand the problem. And now there is always an echo on the line and a very loud unprofessional call center background. Bad move TMobile

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Jasperkona, 

Sorry to correct you but there is NO customer service by T-Mobile. Not in the Philippines or anywhere else. There is no email or phone # available to reach the Corporate Offices and the call center in the Philippines don’t know anything about phone technology or about T-Mobiles phone plans. Twice after carefully telling them which line of  my 2 lines that I wanted them to turn off, both times they turned off the wrong line! When you know you’re speaking to someone who hasn’t a clue of what they are talking about and ask to speak with a  Supervisor, they argue with you saying they can help you and refuse to transfer you! When I ask again they disconnect the call! This has happened to me multiple times. 
plus, what about the 2 data breaches?? Why didn’t T-Mobile have to payout on a settlement?? A good question for the FTC and/or the FCC ( the FCC is a corrupt useless organization but they will be held accountable as soon as the dope in the White House gets ousted.) 

and last but not least, are you all aware that T-Mobile calls this community ‘a Social website’ ??

T-Mobile disgusts me. As soon as I finish a deadline  I’m on the first thing I will do is to find another mobile phone carrier. 

 

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Totally agree. Terrible customer service, data breaches, bad coverage, increasing rates - that’s the new T-Mobile. We dumped them recently after 30 years for these types of games.  You should do it too. There are lots of better options out there.

Hi bikewreck, 

will you please tell me which service you switched to? I am ready to switch but haven’t done the research yet to find another service. 
Not sure if you’ll get this note as you’ve switched to another service but if you do please let me know on this message chain. Thanks CJG

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Tell me about it!! I am on the line with them NOW and so far the call has taken 1.5 hours with NO resolution! I don’t even know if they’re in a call center because it sounds like she is at a loud party! I have been asking to speak to her supervisor and she absolutely won’t do it and keeps coming back on the line repeating the same misinformation over and over. Its like she can’t even understand what I’m asking. I just changed ownership title last month to get the 55+ and was misquoted the price and they didn’t say the 3rd line free promo doesn’t apply the the 55+. She could’ve saved me 45 minutes and a ton on frustration should she had said that in the first place. Now I’m waiting for the transfer pin so I can take my business elsewhere. I haven’t been so pissed off to lose my cool to a customer service rep like this EVER in my life! And now she keeps putting me on hold and isn’t even processing my request properly. I got her name and employee number and will be filing a complaint about her, and a complaint about the sales rep that quoted me a lower price and failed to tell me that the 3rd line promo isn’t eligible and now I want to see how can this be legitimate to not offer this promo for the 55+ plans. Doesn’t seem right. Im so pissed, I’m fuming!!!

hi Susie,

The Magenta Plan is the 55+ plan which requires only 2 lines and only 1 person, the primary account holder, to be 55 years old or older. If you just ask for a 55+ plan and don’t mention Magenta plan you will get a more expensive plan and/or 3 lines to bring the cost down. You would think that they would tell you this but … very, very poor customer service. 

 

 

Yes! I actually switched from TMobile to Boost to try to save money, but that was a disaster because none of our TMobile phones were compatible with Boost and the signal was terrible. So I switched back. Switching back was a nightmare because I had to spend at least 4 hours on the phone with people in the Philippines who did not seem to know what they were doing. I got disconnected after being on the phone for an hour and a half and never got a call back. When I called back, they couldn’t transfer me to the person I was just talking to. They said they couldn’t see who I was talking to, while the person at the TMobile store could see her name. I finally got someone who was knowledgeable and got my lines back with TMobile, but it was so frustrating. And then today, I got a text saying that my bill was paid and it was $499! I called and again, because of the terrible call center, struggled to figure out why my bill was so high. Well, somehow on the day I was switching my account back to TMobile, I ordered a device in my daughter’s name to my old address where I haven’t lived for 6 years. And they were charging me for it since I never returned it. I don’t even know what device they are talking about! And the woman on the phone told me they had to do an investigation and it would take 30 days...Finally, an actual supervisor got on the call and explained everything and got me the refund right away. But the call center was so loud, it was very difficult to hear her and the call took forever.

I don’t want to be a xenophobic a-hole and complain just because the call center people have strong accents and are difficult to understand. But...most of them honestly seem to have no training. They just repeat lines from a script--it’s like talking to a bot. And they somehow ordered and charged me for something that I never ordered. It all makes for a very frustrating experience.

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I would recommend trying to find a carrier that works well in the areas that you use it.

TMobile's offshore teams are highly scripted,  and their technical abilities are minimal.   You will not find one typically that can tell you what good SINR or RSRP values are, only “bars”

Tmobile executive response team is even worse.  Sadly, even though they are based out of US, they are more of a PR team which contacts Engineering or Advanced tech for boiler plate non-responses to actual items filed.

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