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

[ScandaLeX]

Originally Posted by thephonerushdotcom

I had the same problem just over a week ago. Why do companies outsource? is there anyone that can stop all the outsourcing?

Probably because it's much cheaper to do so. I don't believe outsourcing will ever be stopped. It's a companies choice to do what is financially beneficial for them.

[preferredw]

Even thought they may have overseas customer service it isn't totally. I know for a certainty that they have a call center in South Carolina because I know two people who work there.

[peterrabbit]

Anybody that would stay on hold for 30 munutes to an hour or more without hanging up needs to have their mind "flexed". LMAO. I heard ducks fart under water before.

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[mishmisha]

I am shocked...I called T-mobile about 4 times in the last week (just got my first BB), never waited more than 5 minutes and I am sure I spoke with people in the U.S. I know they had a call center in Albuquerque not that long ago...Could the inconsistencies in call center experiences have to do with where you are in the U.S.? Maybe certain regions get routed to outsourcing and others don't? Just a thought...

Btw, I have some had good experiences with outsourced call centers with other companies...I guess it's hit or miss though.

[Bama53GT]

The last few people I've talked to at ATT were next door in Mississippi, and at RIM were somewhere in Canada (Ontario I think). ATT / Cingular simply has THE BEST customer service - and they speak fluent English and even understand Southern! RIM kinda brushed off my software issue the first time, but when I wrote a very frank somewhat scathing review in their followup survey telling them I expected better from the Best in the Business, they literally called me up and asked for another shot at resolving the problem, which they subsequently did - now that's customer care. And it was all done here on the North American continent in fluent English!

[AngelYve83]

Well I tried calling CS again from a different number this time and I didn't even bother entering my number. I just kept asking for a rep and it only took me but a minute to speak to a rep. I explained to the rep about the long wait time when dialing 611 and their 800 number but she was no help. So maybe you guys can try this out and see if that will help as well.

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[ScandaLeX]

Originally Posted by AngelYve83

Well I tried calling CS again from a different number this time and I didn't even bother entering my number. I just kept asking for a rep and it only took me but a minute to speak to a rep. I explained to the rep about the long wait time when dialing 611 and their 800 number but she was no help. So maybe you guys can try this out and see if that will help as well.

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So you're saying you only called to tell them about the wait time?

[AngelYve83]

Originally Posted by ScandaLeX

So you're saying you only called to tell them about the wait time?

No, I have better things to do than to call cs about their ridiculous wait time to speak to them. I actually had a real reason for my call, I just so happen to mention the wait time.

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[vazquez1085]

Originally Posted by 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.

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id rather overseas than rude customer service

[ScandaLeX]

Originally Posted by AngelYve83

No, I have better things to do than to call cs about their ridiculous wait time to speak to them. I actually had a real reason for my call, I just so happen to mention the wait time.

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Ok...got'cha!

[Crackberrykills]

Originally Posted by ScandaLeX

Probably because it's much cheaper to do so. I don't believe outsourcing will ever be stopped. It's a companies choice to do what is financially beneficial for them.

Outsourcing. You gotta it. It is very beneficial for companies to do this, so it will probably not got anywhere anytime soon as Lex pointed out.

[krsgod7]

i stayed on the line because i spent 30 mins b4 with the agent however i was doing other things so it didnt matter too much however i did end up with my data plan for free for 3 mos. 34.99*3 for 52 mins of waiting im ok with that

[ltipton1970]

I have always had great customer service from T-Mobile, in fact I talked with them yesterday because I was messing around with my new Curve 8900 and screwed things up royal! They got it working, and all is well!

[necorbin]

I saw one T-Mobile employee chime in already, as another, I can assure you that general customer care. as well as financial care, and tech care are all 99% in the United States. Flexpay, as well as our bilingual queues are predominantly overseas, because unfortunately, that's where you can typically get a high amount of bilingual call center csrs...

That being said, in our American call centers, we do have a HUGELY diverse base of employees, so you may not get someone that has english as a first language.

No one is attacking your credit, or anything like that, I just know, first hand, that T-Mobile USA prides itself in employing Americans... I could provide proof without the shadow of a doubt, if I didn't know that it would probably get me in trouble on the job.....

[necorbin]

I hate to double post, but also, to address the issues folks have mentioned with high hold times. Trust me, we do know, and are actively working to correct it... The cell phone industry is a VERY seasonal industry, over the past few months, on top of our normal high fall and winter call volume, we have had launches of HIGHLY anticipated phones (the G1, Behold, Memoir, Pearl Flip, Curve 8900, etc...), new features, (Family Allowances, Unlimited Loyalty Plan, @Home Service, Message/IM Blocking, etc...), and changes nationally in our hours of operations..... Over the next months, you should definitely see improvements, but trust me, it will probably get just as bad again come October-February this year....