T-Mobile
Hour-Long Holds and Scripted Responses From Overseas Call Center

T mobile's customer service has completely fallen off the charts, when you call customer service (611) you are on hold for sometimes up to an HOUR before you even get to talk to a representative. When you do finally get someone live on the phone, they are in a foreign country and can barely speak or understand English. They have scripted responses to everything you say no matter what the situation is. You ask to speak to a manager and you are put on hold for at least another 30 minutes while they attempt to contact a supervisor or manager. Common thought with talking with others is, they purposely put you on hold in hopes you will just hang up. Even though they tell you upfront that the call can be monitored or recorded, when you request that they check the previous documentation, they almost always say there are no records for that.

T Mobile should stop worrying about mergers and takeovers and focus on fixing the in-house situations first. Droves of customers are leaving T Mobile because of the announced merger with AT&T 2 of the worst cell phone carriers merging is not good for consumers. I truly hope the regulatory agencies will block the merger. If they don't Sprint and Verizon will be deluged with new customers and then their service levels will too fall off

Company: T-Mobile
Country: USA

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