Well...T-Mobile has finallly done it!

They have offically outsourced customer care overseas! The past few times I've had to call into customer care over the week regarding my BlackBerry Curve 8900 I could tell that I wasn't speaking to American people but managed to convince myself I was just imagning it! Today I had to call back in regarding a replacement that was ordered for my 8900 last Friday because the phone was defective. After sitting on hold for 30 minutes I get connected to this woman with a strong hi pitched accent and it was obvious from the get-go that it was definitely an overseas connection. I felt like I was talking to a robot, I would say one thing she would say something else, she kept calling me Sean (my name isn't Sean lol) and after about 10 minutes of this back and fourth crap I asked for a supervisor. The supervisor was no better as he was also based overseas. So I then asked to be transferred to BlackBerry support where of course I was greeted by an American IN America! I asked her why they outsourced overseas and she started laughing telling me I wasn't the first or the last person she would be hearing that question from. She then took care of me in 2 minutes...

I'm actually thinking about leaving because of this, I've been with them since 2003 and I'm not going to put up with this. I'm tired of every company in this country outsourcing overseas and giving their customers crappy *** service...it's got to end at some point! Instead of T-Mobile trying to help out the economy by keeping jobs, they take them away and send them overseas to people who work for pennies on the dollar...this country has gone to ****!

Sorry for my half complaint/half rant but I've had it with this!

[intoflatlines]

I heard Flexpay customer service is overseas or something.. Am I wrong?

I called customer care several times this week and each time I've spoken to very nice and reasonable people in the US (I think). If they're not Americans, they're fooling me!

Uhm I'm not a "flexpay" customer lol I actually have good credit lol. I can assure you that you heard wrong.

Also I've noticed that since this switch over that they have made, the hold times to speak to anyone (customer care, tech support etc) is crazy long! Not one time in the past week when I've called them have I not sat on hold for at least 30 minutes...

[BergerKing]

Makes me glad I'm talking to native English speakers on Sprint. My longest wait to speak to a customer service type was 4 minutes in the last 6 months.

Posted from my CrackBerry at wapforums.crackberry.com

[LifeOfVice]

I have called everyday for the past week, about getting the 8900, changing plan, adding features and other questions and have always been connected in less than 5 minute hold and have spoken to perfect English speaking human beings.

[bassangler68]

Originally Posted by Scottcarterwalsh

They have offically outsourced customer care overseas! The past few times I've had to call into customer care over the week regarding my BlackBerry Curve 8900 I could tell that I wasn't speaking to American people but managed to convince myself I was just imagning it! Today I had to call back in regarding a replacement that was ordered for my 8900 last Friday because the phone was defective. After sitting on hold for 30 minutes I get connected to this woman with a strong hi pitched accent and it was obvious from the get-go that it was definitely an overseas connection. I felt like I was talking to a robot, I would say one thing she would say something else, she kept calling me Sean (my name isn't Sean lol) and after about 10 minutes of this back and fourth crap I asked for a supervisor. The supervisor was no better as he was also based overseas. So I then asked to be transferred to BlackBerry support where of course I was greeted by an American IN America! I asked her why they outsourced overseas and she started laughing telling me I wasn't the first or the last person she would be hearing that question from. She then took care of me in 2 minutes...

I'm actually thinking about leaving because of this, I've been with them since 2003 and I'm not going to put up with this. I'm tired of every company in this country outsourcing overseas and giving their customers crappy *** service...it's got to end at some point! Instead of T-Mobile trying to help out the economy by keeping jobs, they take them away and send them overseas to people who work for pennies on the dollar...this country has gone to ****!

Sorry for my half complaint/half rant but I've had it with this!

Actually, this is completely FALSE!

As a call center CSR, I along with 98% of the other TMOB call center reps are based in the USA. FlexPay customer care is based in the Philippines which is what it sounds like you have for an account and I believe there is one TMOB call center in Canada, the rest are in the good 'ol USA!!!

[bassangler68]

Originally Posted by Scottcarterwalsh

Also I've noticed that since this switch over that they have made, the hold times to speak to anyone (customer care, tech support etc) is crazy long! Not one time in the past week when I've called them have I not sat on hold for at least 30 minutes...

Not sure how true this can be as well since most of the time over the last month the call volume has actually been fairly low with customers getting directly to a CSR without even having to wait.

[intoflatlines]

So I was right about Flexpay CS being outsourced..

Luckily I'm non-flexpay, which is probably why I've had great customer service every time I've called this week.

Originally Posted by bassangler68

Actually, this is completely FALSE!

As a call center CSR, I along with 98% of the other TMOB call center reps are based in the USA. FlexPay customer care is based in the Philippines which is what it sounds like you have for an account and I believe there is one TMOB call center in Canada, the rest are in the good 'ol USA!!!

Actually this is completely NOT FALSE! Try Google for starters...

Second of all I'm not a flexpay customer, welfare customer or anything like that, I've been a customer of T-Mobile's since March of 2003 and have excellent credit. I can assure you I'm not some pre-pay or flexpay customer. As I type this right now I have dialed 611 from my phone and I'm sitting on hold again tonight, so far it's almost 20 minutes and still counting... Try getting informed before you call someone else out!

Originally Posted by Scottcarterwalsh

Actually this is completely NOT FALSE! Try Google for starters...

Second of all I'm not a flexpay customer, welfare customer or anything like that, I've been a customer of T-Mobile's since March of 2003 and have excellent credit. I can assure you I'm not some pre-pay or flexpay customer. As I type this right now I have dialed 611 from my phone and I'm sitting on hold again tonight, so far it's almost 20 minutes and still counting... Try getting informed before you call someone else out!

So after about 30 minutes of listening to same dumb woman repeating herself over and over again while being on hold I gave up and hung up! I called back and this time (instead of asking to speak to blackberry support) I asked for customer care...I've been sitting on hold another 19 minutes and counting!

Last night when I called them I went through the voice prompts and asked for blackberry support, after sitting on hold for almost 40 minutes someone finally answers the phone and it was customer care...NOT blackberry support! There phone system is obvioulsy screwed up big time and it's starting to **** me off now. I have been trying to get a hold of someone since 9PM ET and it's now 10:20PM ET and still on hold...

[mom24]

Hey, I do not hink anyone is attacking your credit standing it sounded like they where just stating a fact about flexpay being sent to the phillipeans. I personally have not had a problem calling them and talked with them Friday and it took longer to get threw that stupid automated lady then to get to a rep, who was American I have not gotten anything but great service from 611.

They are trying to insinuate that I have some welfare plan without a contract and that is why I'm on hold for so long...this is NOT true at all! All of these problems started up within just the past week or so. When I ordered my original 8900 last week I was not going through all of this drama. It's now 10:33PM ET and guess what? I'm still on hold! It's been well over an hour now...

[JennTX]

Originally Posted by Scottcarterwalsh

So after about 30 minutes of listening to same dumb woman repeating herself over and over again while being on hold I gave up and hung up! I called back and this time (instead of asking to speak to blackberry support) I asked for customer care...I've been sitting on hold another 19 minutes and counting!

Last night when I called them I went through the voice prompts and asked for blackberry support, after sitting on hold for almost 40 minutes someone finally answers the phone and it was customer care...NOT blackberry support! There phone system is obvioulsy screwed up big time and it's starting to **** me off now. I have been trying to get a hold of someone since 9PM ET and it's now 10:20PM ET and still on hold...

Blah stop whining and change to another carrier if you're not happy!

[bassangler68]

Originally Posted by Scottcarterwalsh

They are trying to insinuate that I have some welfare plan without a contract and that is why I'm on hold for so long...this is NOT true at all! All of these problems started up within just the past week or so. When I ordered my original 8900 last week I was not going through all of this drama. It's now 10:33PM ET and guess what? I'm still on hold! It's been well over an hour now...

First off, TMO has 21 or 22 call centers all of which are located in the USA!

Secondly, I'm not sure what your issue is but being on hold as long as you say I find it hard to believe since the call volume has currently been very low.

You must be experiencing a routing issue when dialing 611 and being sent to a different call center for some reason causing long hold times or speaking with the Philippine FlexPay reps.