How T-Mobile's offshore CS deals with calls

ahxcjb

Background: I closed my account with T-Mobile 3 months ago. My credit file with CallCredit is reporting that the account is 'dormant / inactive', rather than 'settled/closed'.

Attempting to explain this to a customer service representative (Mikey Operator #645) met with an operator whose English language skills were sub-par at best. After 5 minutes of attempting to explain my issue I was told that he couldn't help and I would need to write to T-Mobile.

I asked to speak to a supervisor, i've enclosed the final moments of the call. T-Mobile policy now appears to be to pretend you can't hear a customer so you can hang up on on them.

Take a listen. Disgusting.

https://dl.dropboxusercontent.com/u/16033688/Media/tmobile%20call.mp3

powerful_Rogue

ahxcjb wrote: »

Background: I closed my account with T-Mobile 3 months ago. My credit file with CallCredit is reporting that the account is 'dormant / inactive', rather than 'settled/closed'.

Attempting to explain this to a customer service representative (Mikey Operator #645) met with an operator whose English language skills were sub-par at best. After 5 minutes of attempting to explain my issue I was told that he couldn't help and I would need to write to T-Mobile.

I asked to speak to a supervisor, i've enclosed the final moments of the call. T-Mobile policy now appears to be to pretend you can't hear a customer so you can hang up on on them.

Take a listen. Disgusting.

https://dl.dropboxusercontent.com/u/16033688/Media/tmobile%20call.mp3

Im afraid to say it dosent surprise me one bit. T-Mobile used to have great customer service but since the merger they have adopted the "Orange" way of doing things which results in calls like this.

My partner has had the same issue. People being rude, operators redirecting the call to the menu when they dont know how to answer the question.

Just like yourself, we record all our calls.

Widelats

That is terrible. Do EE not have a UK based service?

ahxcjb

Widelats wrote: »

That is terrible. Do EE not have a UK based service?

All completely outsourced to the Philippines. Avoid them at all costs.

Widelats

ahxcjb wrote: »

All completely outsourced to the Philippines. Avoid them at all costs.

I'm with them, every time i have a issue i go to EE store they sort it out there and then, i didn't know they were getting this bad.

mije1983

Widelats wrote: »

That is terrible. Do EE not have a UK based service?

Retentions are UK based for obvious reasons, maybe upgrades are as well. I'm sure I spoke to a Scottish lady when my contract with T-Mobile was up for renewal a few months ago. But seemingly not general CS.

diamonds

T-Mob Greenock is still open I believe, spoke to a woman there a few weeks ago trying to sort out a EE Broadband issue as the old Orange Broadband third party 'team' in India were as hopeless as ever. I choose I had a data problem from the Orange menu on the 0800 number and went to that call centre, she had all my mobile accounts & details too.

daindian

Tmobile are a joke, their call centres are in Manila and Cape Town, with some odd operations still in the uk. I just rang to check if my account has been cancelled and they were asking me really dumb questions.

boatman

Up load it to the facebook page of Tmobile, about normal for them these days...
Don't deserve to have a licence to operate, it should be revoked.