Well remember they are currently on a hiring spree. And I'd assume their models might incorporate additional stats such as number of customers in the area to help guide how many people should be on a team, etc.
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Although the T-Mo website might be the worst Fortune 500 site out there. What a POS.
Yep, which as a T-Mobile customer is great to hear, although I'd kind of be interested to see what a restructuring of a similarly sized team would look like, just to know if it's actually effective or not.
As someone is currently involved in a huge customer service issue with Sprint. This move to handling customers has me counting the days till I can leave Sprint and move over to T mobile. Smart moves with the uncarrier coupled with their spectrum and Sprints spectrum is gonna make the future really bright for them.
Why do I need a personalized call center team to tell me in different words that, "I'm sorry for your issue. T-Mobile is taking steps towards providing rural areas with better coverage" when I continue to complain about my monthly cost and my complete reliance on Wi-Fi calling since reception is nil in my area.
Keep in mind they are going to have an army of Sprint customer reps soon.
This is big, it's one of the many things I despise about usps it's damn near impossible to speak to a human.
Looks like there is a new Live Nation partnership - reserved seats for TMo customers. Basically VIP access too with $25 lawn tickets as an options - all fees/taxes included.
Yes! I listen to about 100 to 120 hours of Pandora a month, this is awesome
TMo is launching TV too. But no details ready other than it'll have non-shitty customer service.
So the important bit is the customer service change, with the Pandora Plus and the LiveNation stuff as cherries on top?
There is no 5G service till end of the year. Most likely the video service will utilize 5G so there is no sense in launching it without the bandwidth.
And it would make sense to work out any kinks on the customer service side too.
Don't see why it would require 5G. Just figured it would use your existing connection and an app like every other video service. Seems counterintuitive to require a T-Mobile internet connection to use it.
As someone who has worked in customer service his whole life, this is really nice to see.
How is T-Mobile's coverage these days? I used them in the 2000s back when the Sidekick was a thing and the coverage wasn't great. I used Verizon for a couple years after that and now I've been with AT&T for about 5 years.
But I'm getting tired of AT&T's awful pricing so I'm considering T-Mobile again.
(On the Mass/RI border, if that helps.)
How is T-Mobile's coverage these days? I used them in the 2000s back when the Sidekick was a thing and the coverage wasn't great. I used Verizon for a couple years after that and now I've been with AT&T for about 5 years.
But I'm getting tired of AT&T's awful pricing so I'm considering T-Mobile again.
(On the Mass/RI border, if that helps.)
I've used T-Mobile to travel across the US and I get reception in 99% of places. It isn't a problem with newer phones with the latest bands like 12, 66, and 71.
I had the same problem in that area. Probably had T-Mobile last around 2011. Switched to Verizon and have had great luck since. I just switched down to an individual plan last month. Based on the past experience and T-Mobile pricing, didn't make sense to go back.
Only thing I envy really is the T-Mobile Tuesday.
Verizon still has the best service, hands down, but T-Mobile is getting closer now. They're pretty much neck and neck with AT&T now, depending on the area you're in.
I would still choose Verizon if money wasn't a worry, but being with T-Mobile and paying almost half the cost is definitely worth it.
I would still choose Verizon if money wasn't a worry, but being with T-Mobile and paying almost half the cost is definitely worth it.
I switched last year after Verizon pissed me off and I've been super happy. Worked at a T-Mobile store for a bit last year and I loved it.
I'm currently working at a independent Verizon retailer and I still have T-Mobile since I'm eligible for the military plan (my bill comes out to $124 a month for two lines w/ unlimited and Netflix).
The greatest mobile device to predate the iPhone.
a long time since I've heard that name. Long Time.
Potentially a transformational shift in Customer Service. Moving away from some call center metrics, bots, and the IVR are wins for customers.
Pandora plus is great.
Had tmobile for a couple years and love it.
My one experience with their customer service was hands down the best customer service experience I've had in a decade.
No service issues.
Had tmobile for a couple years and love it.
My one experience with their customer service was hands down the best customer service experience I've had in a decade.
No service issues.
I feel like this is a move to get ahead of the Sprint merger, and to reassure existing customers that that customer service wont go down the shitter like Sprints. For those who had to use Sprints customer service, it was the most abysmal service I have ever endured. It made me switch to Tmobile.
Yes, why congest the networks and be unprepared..........it seems they will announce it when ready. Maybe internet with it too. If Tmobile can bring competition to the likes of Comcast, Spectrum and more.........which is seems like they really want to do. Bring it on...........I look forward to ISPs getting an ass whooping they need.
Also as someone who deals on the tech side of customer service for a secondary to my main position. People love being instantly connected to someone that knows their shit and doesn't get juggled around. It's probably the reason why some calls on our end can almost last an hour long going through the software end of some of our hardware. But at the end of the phone call they absolutely are glowing with praise and confidence in buying a product from that company. It makes me better knowing people want to buy our product and it also makes me feel better knowing I was able to make a customers day.
Same!
Sprint was a nightmare. Comparable to (or worse) than Comcast.
Was with Verizon forever, but T Mo has them beat to a pulp in our area (north of Baltimore) as we have service where we used to have 0 at times with VZ. We also have unlimited 4G for less than we used to pay for VZ (with a cap).
Verizon service was spotty in certain areas for me. I could never use the internet at my job and on the train ride home I couldn't even stream, neither an issue with T-Mobile. Sure if I went to some remote town in the middle of nowhere I'd probably get some coverage with Verizon but that rarely happens.
Their coverage isn't that good, I'm in NY.
Also their CS was absolute dog shit, idk why people prefer paying 40% more for equal or worse coverage
Their coverage isn't that good, I'm in NY.
Also their CS was absolute dog shit, idk why people prefer paying 40% more for equal or worse coverage
I've had to deal with Sprint getting some iPhones unlocked for customers coming over to Verizon and it just makes you want to bang your head against the wall.
I've never stepped foot in a Sprint store and crap like that makes me hate the company.
This has absolutely been the case for a very long time. I worked a computer tech support job one summer when I was in college
(exactly 20 years ago - damn I'm old), and even then call volume was the single most important metric (the vendor paid per call, so more call volume meant more money for the call center). I actually got reprimanded more than once for doing what theoretically should have been the job (actually helping customers), and the guys who could spew the 'reinstall Windows and call us back' message the fastest got the best shifts and extra bonuses. Tech support is, and always has been, bullshit.
T-Mobile can stack all all they extras they want but I don't see myself changing my current plan with them for some time, if ever, unless they force me to.
I managed $100 for 2 lines back in March 2017 when I switched from AT&T to T-Mobile and got in on the 20% Friends & Family discount meaning I get 2 unlimited lines for $80 a month, (Which gets knocked down to $72 or $64 respectively if I manage to stay under the 2GB Kickback limit, which is something that doesn't happen too often--though I've admittedly stopped trying recently.) which is the cheapest I've seen of any of the major carriers, unless I've missed something.
I managed $100 for 2 lines back in March 2017 when I switched from AT&T to T-Mobile and got in on the 20% Friends & Family discount meaning I get 2 unlimited lines for $80 a month, (Which gets knocked down to $72 or $64 respectively if I manage to stay under the 2GB Kickback limit, which is something that doesn't happen too often--though I've admittedly stopped trying recently.) which is the cheapest I've seen of any of the major carriers, unless I've missed something.
Let me put it to you this way as a customer of Sprint. I'm still paying for Note 7's that have been returned to them and I had no access to my account online till just recently after 2 years of issues. In what world do you still have customers if you treat customers who've been with you since 99' that way? The only reason I didn't get away from them earlier is because of the their contracts and forced arbitration clauses. They tie you up with their bull crap hoping that you give up, instead of resolving customers issues. I'm just glad that a majority of their CS (which is a combination of corporate/contractor) is gonna get what they deserve.
In a perfect world the Sprints of the world would die off and companies like T Mobile would take their place, oh wait that's exactly what might happen!
The model T mobile is going for is something I can get behind and it's something other industries could take a lesson from if it works well.
I gotta say, thats kind of impressive. I hope this affects wait times - because I've been stuck on the phone for an hour with someone whose real name isn't really 'Paul' who misunderstands and meanders around the issue while they search the knowledge base and try to translate.
So getting someone in my region is a godsend.
So getting someone in my region is a godsend.
Any word on the service in Metro Boston (I'm right in the city)? I'm thinking of switching from At&T, but laziness has stopped me from doing it in the past. How painful is the transition process and is it recommended to do it in-store or over the phone?