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30-minute holds now for T-Mobile

Discussion in 'T-Mobile Forum' started by Servicewurst, Mar 7, 2009.

  1. Servicewurst

    Servicewurst New Member

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    I thought we'd been through enough suffering stuck in this contract, with phones that broke after one year or "stopped connecting with Network" (my Blackberry); dropped calls out the wazoo, new ways to overcharge every month (read your bill with a magnifying glass). But just this past week EVERY TIME WE CALL (family plan - and lots of inexplicable technical and service issues) we wait a MINIMUM 30 minutes just to talk to a rep! This is after getting disconnected repeatedly after already having held for 10 minutes (which they proudly proclaim in their incessantly repeated recorded message is the "average hold time"), THEN they don't fix the problem; then when you call back, hold at least thirty minutes again, struggle through an hour-long call with someone with a heavy accent very far away (thanks for exporting jobs, T-M), IF they fix it, you find out they broke something else (like you get a message "We have deleted your MyFaves"). WHAT THE HECK? This is not one , two or three days - this is the NEW T-MOBILE. How do they get away with it? What can we do? Of course, they won't consider releasing us from our contract - and
     
    #1 Servicewurst, Mar 7, 2009
  2. Telekom

    Telekom Bronze Senior Member
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    They must not like you. It only took me 4 minutes and 59 seconds to speak to a rep.
     
    #2 Telekom, Mar 8, 2009
  3. Matt

    Matt Twin girls!
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    I haven't spoken with TM care recently, although, with the possible exception of the customer care centers they acquired when they bought Suncom last year, I thought all T-Mobile care centers were in the US or Canada. They did have one for data in the UK some time ago, but I think that's gone.
     
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    #3 Matt, Mar 8, 2009
  4. QLR

    QLR RIP Note!
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    I'm a prepaid user and I had a rep on the line within 5 minutes last week:confused:... I'm not sure why someone had a long wait
     
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    #4 QLR, Mar 9, 2009
  5. tmobileman

    tmobileman Iphone Hater
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    Call from a landline and say cancel through the automated system that will take you to an acct specialist, we don't export our call centers, I work in one in boise idaho, in the USA then don't say you want to cancel, just calmly tell the representative what's going on with your service then we will help you.
     
    #5 tmobileman, Mar 9, 2009
  6. 21RCA

    21RCA Member
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    Whenever I have to call I do so on a Saturday afternoon/Eve. 5 minute wait, no problems.
     
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    #6 21RCA, Mar 9, 2009
  7. M in LA

    M in LA Mobile 28 Years Plus
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    Can't say I've waited 30 minutes to speak to a T-Mobile rep in the time I had them. I guess it depends on the time of day and/or the day of the week.
     
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    #7 M in LA, Mar 10, 2009
  8. cuddlefactory

    cuddlefactory New Member

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    Dude I'm right there with you. And are they outsourcing now? The fact that T-Mobile didn't outsource was always one of the reasons I liked them so much and now I just don't get it.
     
    #8 cuddlefactory, Mar 17, 2009
  9. Telekom

    Telekom Bronze Senior Member
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    They don't outsource.
     
    #9 Telekom, Mar 18, 2009
  10. tmobileman

    tmobileman Iphone Hater
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    Actually sadly we do, but only for flexpay and prepaid, and not completely for either, it's random and more after normal hours unless call volumes spike. We tried outsourcing Tech support, but that wasn't international it was within US, but didn't work so well, so we hired them as tmobile employees.
     
    #10 tmobileman, Mar 18, 2009
  11. aShraf

    aShraf New Member

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    My Phone:
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    Wireless Provider(s):
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    Dude, I don't know what T-Mobile company you called, but I call customer care frequently, and I never wait more than 2 minutes on the phone.
    Even when I call the dealer line, it's almost instant answer.
    You must be calling for those pre-paid or flex-pay lines, they might be a little slower to answer beacuse it's a different jurisdiction.

    Go try calling MetroPCS or Boost... and find out what's "HOLDING on the line" is about.
     
    #11 aShraf, Mar 18, 2009
  12. Telekom

    Telekom Bronze Senior Member
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    Nokia 5310, iPhone 3G[S]
    Wireless Provider(s):
    T-Mobile US, Fido CA, T-Mobile NL, Orange IL
    I've never waited more than a minute or two wh en calling prepaid customer care.
     
    #12 Telekom, Mar 18, 2009
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