Since T-Mobile’s hastily implemented price increase, I have experienced long hold times while attempting to reach a T-Mobile customer service, technical support or billing agent. Typical hold times are in the 30-minute range. T-Mobile no longer provides an option to press ‘1’ and receive a callback from a T-Mobile agent (without losing one’s place in line). While perpetually waiting in phone limbo for a T-Mobile representative to answer, the caller must endure on-hold music choices that are, too often, dreadful. A “wait in silence” option is not offered. If the customer opts to “hang tight” by wasting 30 minutes, or more, of their time, the payoff is an inept, uncommunicative T-Mobile agent who knows less about the customer’s issue than the customer does. More of the customer’s time carelessly frittered away.
Are there other T-Mobile customers who have noticed substantial hold-time increases following T-Mobile’s recent price hike sabotage?
