T-Mobile CS Long Hold Times

[Armando175]

I've noticed that for the past couple of days TMOs customer care has had me on hold for a very long time. Just the other day I called and it took me over 20 minutes to speak to someone. The funny thing is that I got someone from somewhere around the world where I could barely understand when I got them on the line. Today, 10/25/2010, I called TMO for help with my 9700 but I got cut off at 15 minutes. SO I tried again and got through after 25 minutes on hold. What's going on? Any of you experiencing this?

[K Bear]

I know for a fact that a lot of reps are leaving T-Mobile. The majority of reps I know have left the company in the last month due to the company restructuring and being more critical of reps. The company is more concerned with getting customers off the phone than actually fixing customers issues.

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[Artemis68]

Yes this is happening for me too. Quite annoying!

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[Armando175]

Is this the end of TMOs award winning customer service? This sucks. I got six lines with TMO. Multiply that by $200 ETF on each. Haha

[Han-ShinBi]

Try calling from a different phone other than your tmo line. If I call from my phone, I always end up waiting forever and I don't get an american rep. Oh and don't punch in your number as well lol.

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[Karmaloop]

Honestly, T-Mobile is losing the pizazz it had over other carriers with the recent stuff they've done. It's not like they have the amount of coverage that the other top carriers do to justify their actions.

[Artemis68]

I haven't tried the "calling from another phone" thing. See, when I'm at school my T-Mobile cell is ALL I have. I think I'm going to need to install some sort of voip program with free US minutes so I can call CS when I need them. The long wait is ridiculous.

[BoldtotheMax]

There is always that option of them calling you back in a certain amount of time, least that is what I do. I generally do use a different phone unless I don't have a question about my phone.

Honestly I still think TMobile rocks. I don't teather and never came close to 5G of data, so no worries on my end.

It does suck for some users, more so power users and people that teather....

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[Artemis68]

I tether and will continue to do so even with the new plans. I am always under 5GB so j doubt they can stop me with the new plans...

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[Greasemonkeyjoe]

Funny. When I call from my BB thy usually offer to call me back instead of waiting.

[Armando175]

Originally Posted by Greasemonkeyjoe

Funny. When I call from my BB thy usually offer to call me back instead of waiting.

That's strange. The last couple of times I've called, they never gave me that option. Last night I called them and I was on the phone with a representative within two minutes. Also, she was an english speaking rep. I asked why has the holds been so long and she replied "we have been busy for the past couple of weeks". I hope everything is back to normal now.

[Han-ShinBi]

Idk about the past couple of weeks, it's been like this for me since june- when I had upgraded my phone and kept calling due to messed up situations.
@ artemis, I use my google voice on my bb since I too have no other phone.

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[gemsong]

The hold times have been insane. Today I held once for 30 and once for 20 and that was a good day. I never got the option today of getting a call back I'm wondering if they had too many ppl to be able to do that with. It's so out of control