Live Chat - Big Lies

ianoliveira

    Why does T-Mobile says in their "Contact Us" page that Live Chat is available 24/7 if no one is available on a Monday at 8pm????

     

    I have been trying to find the live chat now for almost 20 minutes just to figure out that if there is no representatives online, you can't use live chat. So WHY does it says that is 24/7 if its clearly not.

     

    This website is so confusing that googling the key words was easier than trying to find myself through the website.

      All replies

      • tmo_marissa

        Re: Live Chat - Big Lies

        Hey there! I'm so sorry we weren't here for you when you needed us. We definitely want to make sure that the available options are clear! Do you mind letting me know which page you were viewing that listed "Live chat" and displayed those hours? Our Contact Us page explains that the Message Us function is available to T-Mobile customers, and when you click the button it should direct you to MyT-Mobile to log in. Once you're in MyTMO, the Contact Us page shows something like this:

        And should show options available based on the time period that you're reaching out, and your account. Is that the 24/7 you were referencing? If so, was the Message us button grayed out?
        Full disclosure: we're not the team that's responsible for the verbiage on the MyTMO site, but we're happy to forward feedback if you're seeing something misleading! Now that you've found our Community, is there anything we can help you with here?

          • judylumb

            Re: Live Chat - Big Lies

            I cannot message you because my chip is not working. This is the reason I need a Chat. I keep following links that say Chat, but it only goes to "message us". Neither my phone nor messaging work, but I have WIFI for another day so I chat would work. I need my phone! I will have to find another carrier.

              • magentatechie

                Re: Live Chat - Big Lies

                Are you saying that your SIM isn't working properly and you can't call or text? I just want to make sure I've got the issue down.  What happens when you try to call out? What error messages are you seeing? I'm sorry you've had to deal with this, but we'd sure like to try to help you troubleshoot if we can.

            • tmo_amanda

              Re: Live Chat - Big Lies

              Hey, ianoliveira!

               

              I just wanted to swing by to see if you were able to follow the steps that Marissa laid out. If so, were you able to chat with a representative?

              • magenta6094633

                Re: Live Chat - Big Lies

                T-MOBILE SUCKS !!! I WAITED 4 HOURS AND THEN THEY HUNG UP ON ME !  YOUR CUSTOMER SERVICE IS A BAD JOKE !!!

                  • magentatechie

                    Re: Live Chat - Big Lies

                    Oh dear, I'm so sorry! It sounds like you had a rough experience there.  Is there something that we in the community or one of the mods can perhaps help you with?  No one here has access to your account directly, but there are lots of knowledgable folks here.  And the way I understand it, there is a 4 hour limit on calls, so unfortunately if you were on hold that long (which, yikes!) then this is a probable reason for the drop.  It's not an excuse, I'm just thinking this may be the case if the call lasted such a long time. 

                  • magenta6094633

                    Re: Live Chat - Big Lies

                    I just got off the phone and I have to say I WAS COMPLETELY WRONG ! Your agent Sam provided me with the BEST CUSTOMER SERVICE I HAVE RECEIVED from any company !!  She made sure that I was taken care of  she as you sound very sincere  !! I WILL BE A CUSTOMER FOR LIFE !! PlEASE FORGIVE MY EARLIER POST !!! GOD BLESS!!!

                      • magentatechie

                        Re: Live Chat - Big Lies

                        Wow!!!! I'm so glad Sam was able to fix you up! Perhaps one of the mods can take some info from you to give her a proper KUDOS! 

                         

                        Oh! And this goes for any spectacular service anyone may receive.  If you have a moment, ask for a supervisor!  They love to celebrate when a rep is able to save a valuable customer such as yourself!