Late night customer service

Q

Queen Kira

New member
I've made a habit of calling 611 very late in the evening when I have questions. Typically I'm calling around 2 to 4 am. I had always experienced great customer service in the past during these times, as I had during the day. Lately I've found that there are very long waits, relative to what I'm used to. On top of that, the people that answer the phone don't seem like the same ones I'm used to speaking with. They are unfamiliar with their products and plans, tell me their employee number, don't ask for the passcode for my account, and don't mention how long I've been a customer when I end the call - I've been calling for years and I always hear these things, at least in the past. It makes me think that T-mobile has gone to some 3rd party provider for customer service on the overnight shift.

Am I the only one experiencing this? The customer service is what has kept me as a customer for years. I hate to see degradation in this aspect since there isn't much else that gives me incentive to remain with T-Mobile.
 
I can't say for sure but I know with the start of flex pay and increased customer base there have been a few new call centers opened so there are a lot of new hires, so that could be a possibility.
 
I thought tmobile starting closing late at night. That's good news but to direct your concern. I do think with all the new products and services coming out, the reps are not up to speed on what's going on. Sometimes I've given reps information that they didn't even know about. ~via BB (wap.rabroad.com)~
 
~via BB (wap.rabroad.com)~ tmobile has opened up new call centers and so while the service is still timely and polite they are really very Raw and only have basic knowledge. My opinion (as a dealer) is that you get better service from the store (unless it was a mall kiosk) or go to the blackberry support hotline. Cust service does a great job with the easy questions and they have much shorter hold times than other providers such as AT&T and sprint.
 
~via BB (wap.rabroad.com)~customer service is closed after 10 pm pst what's happening is that if you do get someone its tech care they can answer some questions but not to the degree of customer service can the change happened a few months ago where before cust service was open at the times you're calling
 
Lol. That's can be argued either way or with any provider and to each subscriber the service needs are going to be different.


However, t-mobile customer care is opened 24hours a day 7days a week. I use to call them like 2 or 3 am sometimes. Especially when I couldn't sleep and remembered I had a question for them.
 
That exactly when I've been calling. I too can't sleep at night and would call then because I was up and had a question.

I noticed that a recording said that their customer service was closed at the time I called but then a recording said to wait and my call would be answered. Eventually someone did answer my call. I guess it makes sense that it might have been a tech person which explains why they acted a bit different than I've been used to in the past.

I want my old late night people back
 
~via BB (wap.rabroad.com)~
I tried to call them at 1am EST and it said their office was closed and to call back, no one answered my call so I hung up.

I know last year I called them at 2am to order my SK Limited Edition, maybe some changes are occurring.
 
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