T-MOBILE support does not speak English

magenta2504706

    Five phone calls to fix a simple problem and no one speaks English.

    They are reading canned scripts in broken English: "Thank you for patiently waiting", but there is no ability to communicate with them.

    I keep asking for a U.S. representative or someone who speaks English and they transfer me back into the same queue.

    Is this some kind of joke?

     

    Is anyone aware of how to get a hold of a U.S. representative, even long enough to cancel service?

    I've had enough of this and will be switching to AT&T

      All replies

      • gramps28

        Re: T-MOBILE support does not speak English

        Do you have a prepaid or post paid plan.

         

        I have a post paid plan and in 15 years I was never connected to an overseas call center.

          • tidbits

            Re: T-MOBILE support does not speak English

            gramps28 wrote:

             

            Do you have a prepaid or post paid plan.

             

            I have a post paid plan and in 15 years I was never connected to an overseas call center.

            It also depends on when you call.  I get a overseas call center every so often when I call in.  Being in Hawaii it's easier to hit that sweet spot.

          • artart

            Re: T-MOBILE support does not speak English

            magenta2504706 wrote:

             

            Is anyone aware of how to get a hold of a U.S. representative,

            even long enough to cancel service?

             

            I've had enough of this and will be switching to AT&T

            Hi magenta2504706

            Welcome to the community support forum.

            I am sorry that such an unpleasant experience has brought you here.

             

            There are ways to maximize the probability of reaching a US rep.

            Hopefully we might be able to address your concerns enough

            that you will no  longer feel the need to switch to AT&T.

             

            I have been a customer of T-Mo's for quite a long time.

            Over the years,  I have had my own share of  unpleasant experiences with less than the best audio communications. There have been other discussions of the same issue you are now raising. I am including links to those discussions below, along with the names of members who have taken the time to share their views, opinions, and conclusions in those threads. Some of those members might also be able to respond directly to your situation.

             

            tidbits has already provided you with the number one consideration

            when calling for support. The time and day of the week that the call is placed has a lot to do with where your call will be answered. Living on the east coast, I only call between 9am & 9pm EST. I avoid calling on weekends and holidays. That solves most of the offshore call center problems.

             

            The best way I know how to avoid "audio difficulties"

            when contacting support, is to not talk to anyone at all

             

            Some of the best support T-Mo has to offer is by (written) message.

            I believe, if you were to Contact T-Mobile on Messenger using facebook or Twitter, and broach your original reason for calling phone support, you will be pleased with the highly professional, responsive service you receive. It would then be my hope that you would no longer want to switch to AT&T.

             

            If after allowing T-Mobile's T-Force to address your original need for customer service, you still wanted to switch to AT&T,  please note that you might still have to deal with overseas call centers.

             

            AT&T also uses outsourced call centers. This is excerpt from Fortune dated May4 2017:

            "In a report that the CWA issued on Thursday in conjunction with the visit, the union charged that AT&T had shifted some 12,000 jobs from U.S. to overseas call centers since 2011. Jobs moved to Colombia, El Salvador, the Philippines, and the Dominican Republic among other countries pay as little $1.60 per hour, the union said."

             

            Thanks for sharing your concerns with us in this support forum. I hope you eventually receive the high quality T-Mobile support you are entitled to as a valued T-Mobile customer.

             

            You might want to check out some of the other discussions of similar issues to yours.

            I'm I the only person upset with T-Mobil's Call support going to the Phillipines?

            Please bring call centers back to America

            The members below participated in the threads above and some of them might

            be available to offer additional responses to your particular concerns.

            theartiszan smplyunprdctble snn_555 stevetjr tidbits

             

            Art

            • orodrig23

              Re: T-MOBILE support does not speak English

              T-Mobile has representatives available 24 hours a day through the chat option on the T-Mobile app for iOS and for PC.

              • tmo_marissa

                Welcome, magenta2504706. I know our Community members have offered a few suggestions about different methods of contact -- have you had the opportunity to reach out for assistance? While we don't have account access in this user forum, our T-Force team does through Twitter or Facebook if online support through social media works for you! That said, we'd definitely like to offer our help. If you don't mind sharing the reason for your call, maybe there's something we can help walk you through here!  Thanks for your time!

                 

                - Marissa