Tmobile Outsources Flexpay Customer Service

So I am in the process of trying out flexpay.....I still have my 5 lines of postpaid and as any of you who know me.....know I've always sang tmobiles praises.....but wait...


Tmobile flexpay customers are rerouted to call centers in india?....where the CSR's speak poor english and are even less interested in providing good CS?.......I tried different times....days....but no matter when i enter my flexpay phone number Im immeditialy rerouted to india.....so flexpay and prepay customers get second rate service? Booooooooooooooooooo


TMOBILE!!!!! WTF man........oh and let me throw in this new push to ask for IMEI's in order to subscribe to data plans....uh sir I need your IMEI in order to verify you qualify for a 9.99 data plan?......garbage...and this happened to me on 3 seperate calls over 3 seperate days.....the whole point of with a GSM carrier is the ability to swap device to device and enjoy flexibility and interchangeability of devices.

EPIC FAIL........then the toss in the recent paperless bill push...FAIL......THEN mandatory data.....Fail.........what is happening to my beloved TMO.....

I hate to say it but my 5 lines and 2 flex lines are gonna hit the road.....and so are a few friends if tmobile keeps pushing in this direction....what a let down.....

wow, the preacher of the TMO forum is high-tailing it out of town? :P They must have really f!cked up.

and i'd tell those reps that my IMEI should have been noted on my account at the time of contract and handset purchase, they shouldn't need it again...

come to think of it, that would p!iss me off too. sorry for your bad experience lar

[xTemptati0n]

Let me ask a question real quick. Do you really think it's worth it to have every single department in the United States? The amount that they'd be paying every single department to be in the U.S. would make the company suffer. Most of the departments are overseas except general customer care because they handle most problems (except flex and pre paid). Most carriers do the same exact thing. If you're unhappy with the service that FlexPay customer care offers you, then ask for a supervisor. T-Mobile does have some of the FP people in the U.S. as well. You've yet to get a hold of one. You're acting like it's unheard of for a company to have some of their business in another country. Rather it's quite the contrary. It's quite common.

On a side note, your IMEI is asked for to verify that they have the right one in the system. If the incorrect one is displayed you may not have the right feature, which would result in you lacking the feature that you've been asking for. It's actually in your best interest to give it to them. They're trying to make sure that you're happy as customer. You don't realize how many times people call into customer care because they didn't get the right feature added on. Most of those problems stem for incorrect IMEI entering.

Originally Posted by xTemptati0n

Let me ask a question real quick. Do you really think it's worth it to have every single department in the United States? The amount that they'd be paying every single department to be in the U.S. would make the company suffer. Most of the departments are overseas except general customer care because they handle most problems (except flex and pre paid). Most carriers do the same exact thing. If you're unhappy with the service that FlexPay customer care offers you, then ask for a supervisor. T-Mobile does have some of the FP people in the U.S. as well. You've yet to get a hold of one. You're acting like it's unheard of for a company to have some of their business in another country. Rather it's quite the contrary. It's quite common.

On a side note, your IMEI is asked for to verify that they have the right one in the system. If the incorrect one is displayed you may not have the right feature, which would result in you lacking the feature that you've been asking for. It's actually in your best interest to give it to them. They're trying to make sure that you're happy as customer. You don't realize how many times people call into customer care because they didn't get the right feature added on. Most of those problems stem for incorrect IMEI entering.

to answer your question yes i think that organizations doing business in the US should keep their CS in the US......take a look at every carrier and even companies like dell who shipped CS overseas......there CS ratings crashed horribly and your going to be hard pressed to discredit me xtemptationx..........I've been pro tmo for too long this is totally unacceptable and a real let down.

When I callled I have had an extremely difficult time understanding these reps.....and I'm not by any means anti indian.....or oversensitive....I mean try calling and you tell me if you can understand them........they know little about tmo's plans or products and are not at all interested in providing the customer service i get when i talk to a US rep.....but thats ok because you wont be sticking up for tmo if they can you to save a buck and ship your job overseas...and it wont matter to me....because to put it simply....Im outta contract and I'll just bail with my unlocked devices to another carrier who values putting Americans to work and not trying to save a buck.

lastly......im not stupid.....you want imei's to cut down on the iphoners getting cut rate data on smartphones 9.99 loophole theyve been taken advatage of.......so here we go....this is what we get as a result of the mandatory data on smartphones practices.......if I call and tell you I have a samsung flip and I want 9.99 unlimited data that you offer for them....and then the rep says well you signed up with a blackberry......who cares....I sold one of my many bb's and im running a flip phone now for my daughter......check the network....we all know by now you can identify what im running....but you wont LET me spend 9.99 unless i give you my imei????......haha ok you lose 9.99......sounds like CDMA carrier tactics to me.......once we get your imei we know exactly what your running and we can soak you for 24.99 data........thats ok though......because you know whats coming......regulation.....woohooo.....just like my local phone landline cant tell me what phone or answering machine to use......soon it'll be the same for wireless.....thank god and too bad we have to make government regulate this shady industry.......where by the way the lowest customer service scores are year after year....wireless.....so go ahead and tell me how its none of gov's busi ness.......but it is...because clearly those of you in the wireless industry cant be trusted to conduct fair business practices without stacking the table AGAINST the consumer!!! with mandatory arbitration clauses.....subsidized overpriced devices built poorly......poor CS.....outsourced CS......ridiculous contracts and ETF's......



IN THE MEANWHILE FOLKS..........IM HIGHLY DISSAPOINTED IN TMOBILE AND THE NEW ANTI CUSTOMER TURN THEYVE TAKEN

SPECIFICALLY WITH FLEX PAY AND PREPAID CUSTOMERS.........I NO LONGER ADVOCATE CARRIER LOYALTY

I NO LONGER SUPPORT TMOBILE!!!!!.......YOUR ****NO***** BETTER OFF WITH TMO THAN YOU ARE ANY OTHER CARRIER.....GO WITH THE BEST SERVICE....BEST PRICE....BEST CS......whoever that may be today

Originally Posted by Ami.

wow, the preacher of the TMO forum is high-tailing it out of town? :P They must have really f!cked up.

and i'd tell those reps that my IMEI should have been noted on my account at the time of contract and handset purchase, they shouldn't need it again...

come to think of it, that would p!iss me off too. sorry for your bad experience lar

thanks....its a real kick in the preverbial.......uh welll you get the idea......what an insult

[xTemptati0n]

Originally Posted by larrygump

to answer your question yes i think that organizations doing business in the US should keep their CS in the US......take a look at every carrier and even companies like dell who shipped CS overseas......there CS ratings crashed horribly and your going to be hard pressed to discredit me xtemptationx..........I've been pro tmo for too long this is totally unacceptable and a real let down.

When I callled I have had an extremely difficult time understanding these reps.....and I'm not by any means anti indian.....or oversensitive....I mean try calling and you tell me if you can understand them........they know little about tmo's plans or products and are not at all interested in providing the customer service i get when i talk to a US rep.....but thats ok because you wont be sticking up for tmo if they can you to save a buck and ship your job overseas...and it wont matter to me....because to put it simply....Im outta contract and I'll just bail with my unlocked devices to another carrier who values putting Americans to work and not trying to save a buck.

lastly......im not stupid.....you want imei's to cut down on the iphoners getting cut rate data on smartphones 9.99 loophole theyve been taken advatage of.......so here we go....this is what we get as a result of the mandatory data on smartphones practices.......if I call and tell you I have a samsung flip and I want 9.99 unlimited data that you offer for them....and then the rep says well you signed up with a blackberry......who cares....I sold one of my many bb's and im running a flip phone now for my daughter......check the network....we all know by now you can identify what im running....but you wont LET me spend 9.99 unless i give you my imei????......haha ok you lose 9.99......sounds like CDMA carrier tactics to me.......once we get your imei we know exactly what your running and we can soak you for 24.99 data........thats ok though......because you know whats coming......regulation.....woohooo.....just like my local phone landline cant tell me what phone or answering machine to use......soon it'll be the same for wireless.....thank god and too bad we have to make government regulate this shady industry.......where by the way the lowest customer service scores are year after year....wireless.....so go ahead and tell me how its none of gov's busi ness.......but it is...because clearly those of you in the wireless industry cant be trusted to conduct fair business practices without stacking the table AGAINST the consumer!!! with mandatory arbitration clauses.....subsidized overpriced devices built poorly......poor CS.....outsourced CS......ridiculous contracts and ETF's......



IN THE MEANWHILE FOLKS..........IM HIGHLY DISSAPOINTED IN TMOBILE AND THE NEW ANTI CUSTOMER TURN THEYVE TAKEN

SPECIFICALLY WITH FLEX PAY AND PREPAID CUSTOMERS.........I NO LONGER ADVOCATE CARRIER LOYALTY

I NO LONGER SUPPORT TMOBILE!!!!!.......YOUR ****NO***** BETTER OFF WITH TMO THAN YOU ARE ANY OTHER CARRIER.....GO WITH THE BEST SERVICE....BEST PRICE....BEST CS......whoever that may be today

Honestly, I'm not going to argue with you. If you knew how the system worked from the inside, you'd see it a totally different way. I'm not going to sit here and try to make everything alright for you. You seem pretty straight on moving to another carrier. You do what you want, but I do find it foolish that you would leave the company to go elsewhere, where you're going to spend more anyway, all over you getting transferred overseas for FlexPay. If you hadn't known, FlexPay and Pre Paid have been overseas for at least the past year. So this is nothing new.

[vdubguy2k]

I'm kinda curious why if have been so happy with the service you have on your 5 lines you are dealing with the flexpay anyway? Not that I completely advocated the outsourcing of the CS on that end, I do somewhat understand why they do it. I haven't had to deal with that at all......just the regular customer service which has always been more than helpful.

I just had to upgrade my work phone through Verizon...talk about a headache......long hold times....I had to talk to 3 different reps to get a simple answer on a feature for a new phone......I seriously got so frustrated trying to deal with them, and that was on a corporate account that is supposed to have priority! I'll still take calling T-mobile anyday, my .02

[Artemis68]

I find it odd that T-Mobile would outsource JUST flexpay CS but not postpaid. Any reason why?

All I know is I won't be happy if I call up CS and I get "Rob" from "India-stan" speaking in a thick accent I can't understand and he doesn't know what I'm saying either. HP and Paypal support is like this and it's awful. As soon as I get an Indian rep who can't understand what i'm saying, I ask to be transferred to someone else ASAP. I don't have to time to repeat my name 3x.

Unfortunately, this is nothing new for companies. So I wouldn't leave T-Mobile because they outsourced CS...everyone else does it. T-Mo is cheaper so it's worth sticking it out, IMO.

just wondering, larry, why were you going on flexpay? FP always seemed like a pain in the **** to me. And if you're changing carriers, where do you think you'll go?

[NorrisCell]

There are a few call centers for Flexpay in the US, but the majority are still in India. Without getting into my personal views of the subject (I wrote my final English paper on the subject) it creates twice as many headaches for the reps as it does the customers, so we hate it too.

Originally Posted by xTemptati0n

Honestly, I'm not going to argue with you. If you knew how the system worked from the inside, you'd see it a totally different way. I'm not going to sit here and try to make everything alright for you. You seem pretty straight on moving to another carrier. You do what you want, but I do find it foolish that you would leave the company to go elsewhere, where you're going to spend more anyway, all over you getting transferred overseas for FlexPay. If you hadn't known, FlexPay and Pre Paid have been overseas for at least the past year. So this is nothing new.

You cant argue.....my points are un rebuttable.....its pee poor customer service and im not particularly worried about the inside perspective....

I'm tickled pink that your not gonna make it alright.....you sound just like a vzw rep .....although I can tell your attitude is not nearly the attitude of most tmo reps I've dealt with.....and I dont blame tmo reps for the practice i complain of.....most are FANTASTIC...I guess your one of those few I get from time to time on postpay that I hang up on and then call back to get a helpful rep.....oh well....

I'm not leaving tmobile....yet......just not gonna push/recommend tmobile like I did previously..and im sure youll say who cares...and your right...but ill get the satisfaction of knowing...haha..they have some exciting devices coming out and "interesting" dark plan ....unlimited everything for 60.00 is said to be rolling out in the next 90 days.......

see....engadget....or boy genius for more on this.......

anyway......Im not at all concerned with how long these customer calls have been outsourced....more with why....but thats fine.....tmobile's headlines "we sink to the same tactics of other useless wireless carriers". Maybe USDOJ ell start in on tmobile too now....

-1 on tmo........oh and I have 2 flexpay lines because to be honest I wanted to try it.....see what its like and be able to speak with some level of knowledge on it.....

Ill stay with tmo until i find a better carrier....with better practices...prices and customer service then Ill carry my money elsewhere.....and ill add anothe .00001 to the churn rate .......end of story

Originally Posted by NorrisCell

There are a few call centers for Flexpay in the US, but the majority are still in India. Without getting into my personal views of the subject (I wrote my final English paper on the subject) it creates twice as many headaches for the reps as it does the customers, so we hate it too.

I can only imagine you have to clean up messes all the time......

to be honest I really have no problem normally with outsourced callcenters.....

although i detest the practice of sending US jobs overseas......and can cite a zillion articles where it only destroys your customer service....customer trust.....loyalty...

I honestly cannot understand the "reps" in the locations tmobile chose.....I only wish tmo would have at least picked a outsourced cal center location thats proficient with the product......language and technology.....

but hey.....I do wanna say thank you to you......im sure your one of the helpful US folks......and god knows I love you guys!!!! keep up the good work

Originally Posted by Artemis68

I find it odd that T-Mobile would outsource JUST flexpay CS but not postpaid. Any reason why?

All I know is I won't be happy if I call up CS and I get "Rob" from "India-stan" speaking in a thick accent I can't understand and he doesn't know what I'm saying either. HP and Paypal support is like this and it's awful. As soon as I get an Indian rep who can't understand what i'm saying, I ask to be transferred to someone else ASAP. I don't have to time to repeat my name 3x.

Unfortunately, this is nothing new for companies. So I wouldn't leave T-Mobile because they outsourced CS...everyone else does it. T-Mo is cheaper so it's worth sticking it out, IMO.

just wondering, larry, why were you going on flexpay? FP always seemed like a pain in the **** to me. And if you're changing carriers, where do you think you'll go?

I wish I could tell you why artemis......the rumor from "some" is to save money....go figure....it doesnt justify sending those jobs overseas......why not hire more US reps...i dont care if you have to spend more....your profit margin is just fine DT!!!!


Ive tried VZW......and that has got to be the most arrogant CS in the world......nTelos regional CDMA carrier just plain sucks......so i gues I need to try Sprint.....scary.....then maybe ATT last........dont worry Ill report back

Oh and I set up flexpay for my brother....then he got approved for TMO postpaid ......so I just kept the lines and wanted to try it out for awhile to see what level of service.....plans.....functionality and level of support is provided to flaxpay customers.....

[Artemis68]

Originally Posted by larrygump

I wish I could tell you why artemis......the rumor from "some" is to save money....go figure....it doesnt justify sending those jobs overseas......why not hire more US reps...i dont care if you have to spend more....your profit margin is just fine DT!!!!


Ive tried VZW......and that has got to be the most arrogant CS in the world......nTelos regional CDMA carrier just plain sucks......so i gues I need to try Sprint.....scary.....then maybe ATT last........dont worry Ill report back

Oh and I set up flexpay for my brother....then he got approved for TMO postpaid ......so I just kept the lines and wanted to try it out for awhile to see what level of service.....plans.....functionality and level of support is provided to flaxpay customers.....

Agreed. I think having US-based CS really has its perks. Some people just stick with T-Mobile because they have the best CS - you dial 611 and can talk to someone who can actually speak English!

Please let us know where you'll go. I suggest however that you stick around til at least Oct 25...some reps here have suggested that that's the day that the new plans will be revealed! I'm stoked!

[NorrisCell]

Originally Posted by xTemptati0n

Honestly, I'm not going to argue with you. If you knew how the system worked from the inside, you'd see it a totally different way. I'm not going to sit here and try to make everything alright for you. You seem pretty straight on moving to another carrier. You do what you want, but I do find it foolish that you would leave the company to go elsewhere, where you're going to spend more anyway, all over you getting transferred overseas for FlexPay. If you hadn't known, FlexPay and Pre Paid have been overseas for at least the past year. So this is nothing new.

I know how the system works from inside, and I still think it's garbage. T-Mobile is trading lower costs for the aggravation of their customers and employees. I dread calling Flexpay care for a customer, because there's at least a 50% chance I'm going to get connected with someone I can barely communicate effectively with, let alone get help solving an issue from.

While I do think T-Mobile is the best company overall, paying more money to another company to lessen the hassle doesn't seem irrational at all. These are day-to-day headaches for me, and my customers.

[NorrisCell]

Originally Posted by larrygump

I wish I could tell you why artemis......the rumor from "some" is to save money

You pegged it. Money is the bottom line, but companies often fail to realize true cost, which is very different. The savings don't necessarily justify the problems such practices cause.

At work, I do something called "rep shopping". If I call the Flexpay department, and the person answers with a thick accent, I hang up and call back. Some people say what I do is unfair. I disagree. What is unfair, is wasting both my time and my customer's time trying to overcome a language barrier in addition to solving the customer's problem.

Flexpay call centers used to be almost completely out of country. Luckily, due to negative feedback from customers and employees, they've brought a larger portion of it back to the US. I hope that one day they pull all call centers back into the US, company wide.