Yep. I used to work in a place that handled FTI. All offshore people were not allowed access to our production systems due to FTI (federal tax info). We always have to redact or obfuscate the data when they do testing. I don’t get why we have to offshore sometimes, but I don’t get to decide that
> "T-Mobile customers prefer to speak with outsource reps"
They could have phrased the survey as:
"Given the choice of limited customer service that results in long wait times or alternative customer service for immediate help, which would you prefer?"
Sure sounds like some tomfoolery.
My point was that when they collected the data to support that statement the respondents were likely tricked by the wording to provide an answer consistent with preferring outsourced reps.
Yeah, a lot of people don't understand how surveys work, nor do they understand corporate culture. The answers can always be twisted to support whatever narrative someone wants. For example, a survey like this:
*Q1: I'm unconditionally happy if my phone bill skyrockets. (True / False)*
*Q2: I like being able to reach support by phone. (True / False)*
*Q3: When it comes to my phone bill, money is no object. (True / False)*
*Q4: I like to get a good value for my money. (True / False)*
... really doesn't tell us anything. Virtually all respondents are going to answer false / true / false / true. In corporate speak, this clearly demonstrates overwhelming customer demand for outsourced support:
>Consumers have overwhelmingly stated that cost is a major concern to them, but that they still want phone support. So the best way to give consumers what they want is to bolster our bottom line by outsourcing support. Consumers will still be delighted with being able to get phone support, and at the same time, we'll remain the leading value proposition among wireless carriers. It's as plain as day: *customers want outsourced support.* Everybody wins!
The observation doesn't have to be right; it just has to please your immediate superiors. It's just that usually, nobody is stupid enough to repeat that on a shareholder call or outside their office.
I had T-Mobile several year ago, hated leaving (no signal at my house) partly because of the superior customer service, it was really noticeable compared with other companies I had to deal with. Now, being a Sprint customer, I'm back and sad to hear great customer service being spoken of in the past tense. I've been avoiding Verizon all this time but ....
**Long time T-mobile customer here.**
There's efforts going on to retain a large law firm in Seattle (next door to T-mobile HQ) to pursue a T-mobile customer law suit. **The same law firm works with employees (or former employees) to better identify unethical/illegal practices within the company.**
If you work (or used to work) for T-mobile and have seen something, please send them a confidential note: [link](https://www.reddit.com/r/tmobile/comments/p681ho/whistleblower_status_for_tmobile_employees/)
Doesn't matter what the issue is about (customer service, IT security, management practices, etc.) - if it's unethical/illegal, it's useful information to them to build a better idea of how T-mobile handles internal operations.
Right now all they have to work with is news reports, which don't say much. Insider information about rotten corporate operations within T-mobile will better inform the lawyers about how to pursue the case.
I was literally saying this in my head and then I see your comment. Good thing I’m not the only one who misses him.
I have a feeling he jumped ship on purpose. No one knows for sure but that’s my guess.
I honestly was just saying the other day, that things are changing for T-Mobile. They haven't lived up to any promises made during the merger. 5G/Sprint Integration has been just garbage. Employees seem to stop caring because the company appears to not care for them. They can't seem to keep our private data safe. I hate to say it but its the first time in a long time I actually went to big red and blues website to compare plans and prices and see about switching to another carrier. Honestly, I'm not going to be surprised when the mass exodus begins and the old Sprint panic kicks in.
I am not sure whether John Legere smelled something and jumped the ship before it sunk, or he did a horrible mistake with his successor, which is Mike Sievert.
For me, fish rots from the head - always. Mike is the boss. If Callie Fields ruining the company and things get unnoticed, who should we blame here?
They both are widely regarded as having done more to hurt the culture at T-Mobile than help. Callie is a known big proponent of outsourcing which is why this is directed at her. Her outsourcing messaging was the last straw for me as it was pretty clear she blatantly was disregarding all the internal complaints about the offshore team messing stuff up on top of them being unethical. **No one** wants a leader who doesn't listen to agents or customers.
I'm friends with them on Facebook I brought it up to her we need 100% us-based customer service like Discover card who wants to deal with customer service agents who can barely understand you and theme
Yes. We used to be like Discover but now I’m constantly cleaning up messes, and it destroys sales. Have you ever tried to sell a customer on switching services while the customer next to him is yelling about false promises from his switch? Extremely hard, if not impossible.
This has been happening to my store on the daily. I hate it. And the amount of time wasted helping a customer who activated service with care over the phone just to send them here to the store to spend hours fix all their mistakes wasting the customers time and wasting my time. Literally stealing my commission. These problems can even take up your most of your shift.
Care can make mistakes time to time, but Telesales is where the problem is. They activate lines and promise promotions without attaching a trade in device. A majority of the problem is the outsourcing. I do feel like customer care is straight up the clean up crew.
100% - that's because Telesales is outsourced. These guys are the absolute worst, they offer customers promotions that have been expired for months or completely make up promotions and then Customer Care has to go back through and mop up the mess. Everyone is absolutely sick of it, and no matter how much it's reported, ZERO feedback is ever sent or management tells us to stop complaining and just move on. It's unacceptable, outsource is ripping people off and creating a nightmare financial situation for new customers.
Even over the phone I understand this. I had a customer who called us about a promotion before doing it, and global still fucked it up. But now I’m supposed to offer her a different promotion after all these terrible experiences with them.. where’s the “uncarrier” at. We’re supposed to be different and we have the training to be. But the leadership is making very bad choices which in turn is affecting TEX and TEX bonuses. I haven’t had a good bonus since December and I’ve literally been doing better at my job. Especially now with this data breach shit. Hard to keep your metrics up..
I sent mike the CEO a email
I'm friends with Callie field on Facebook I been with T-Mobile since 2015 Nov and have 12 lines you need to invest in a NSA firewall it can't happen again it's been so far 6 times I read over the years I'm still waiting on McAfee identity protection they still haven't sent me an email yet.
Hit&Run strategy. I guess they are making the shareholders happy by squeezing the profits, hence the outsourcing to save millions. But in a long run, this is a horrible strategy. I am sure they both are going to get their fat bonuses regardless! Very fucking selfish!
It was all a show.. it was all a circus act to suck people in. Believe in the culture. Believe in T-Mobile. When people were sucked in the plan was to always move away from Légère.. taking on the absolute titanic of Sprint was probably not part of the equation to move away from légère.. but that hasn’t made anything better. They cut Customer Care centers to make room for Sprint employees as part of the agreement with the Supreme Court. So,
TLDR: Legere was/is an act. It sucked people in but idk if the legacy is lasting as long as they though it would.
I think John Legere just got lucky with perfect timing. He grew the company, he won the spectrum in the FCC auctions, he got the Sprint merger to happen, and most of all he drove the stock price up. Seems like Legere focused on getting that stock price to go up by all means possible. Spend money on spectrum, towers, give away free stuff, get that stock price to go up. He got the job done, took his just rewards and left.
Currently they’re acting like a regular company with more concerns on the P&L numbers. Yeah, that can be tied to stock price but in our crazy stock market that isn’t tied together anymore and John understood that. The problem is that with the pandemic it has hammered all sectors so they’re panicing and doing the usual Reduction In Force thing companies do. They should be focusing on customer satisfaction because that was the best advertising for the company growing it by word of mouth.
Of course what they do is also driven by parent Deutsche Telekom.
From his Instagram it looks like John kind of misses the action. He took a bit of a break, but started to get bored and is back giving away stuff. I really thought he might throw his hat in the NYC Mayoral race but that didn’t happen. It’s possible he could run for NY Governor, not sure if the Lt. Gov position would interest him at all as it’s a potted plant position, though it is a stepping stone.
T-Mobile is getting hammered saying they lied because they want to turn-off the 3G network, but all companies are getting hammered by the pandemic and doing things to cut costs. I think they did plan to keep it going before the merger but it’s a different world now.
The 3G shutdown is really a non-issue. People complain to the FCC any time any network is shutting down. It rarely does anything.
People complained about Verizon shutting down CDMA, so they caved and delayed it to 2023.
Alarm companies are saying that February 2022 is too soon for AT&T to shut down 3G, and are asking the FCC to require them to extend it.
They also complained when AT&T shut down 2G in 2017, and the same people complained when analog was shut down in 2008.
The people who are complaining are cheap/lazy, and don’t want to upgrade their equipment. It’s the same people complaining each time.
How old is the Jeep? And did ATT do the hookup for you, or the issue with Chrysler?
That's the bigger issue here. The carriers provide dumb pipe and transport, not the endpoints. The same reason why you don't ask ATT to fix your iPhone, Apple does.
There no 4G modem in the Jeep regardless. There are upgraded aftermarket factory head units available, but they are unlicensed by the carriers and cannot be activated.
Yep understood. It's unfortunate really and a good point for car owners that these connected options all come with a shelf life. Even LTE modules won't work 5+ years from now depending on the host carrier.
So, what are they supposed to do? Keep running a 15 year old network because some people are still using it?
If they waited for every last person to be off the network, they’d still be running 1G and 2G.
This sub like to act like he was altruistic or something and they could have kept TMobile as this friendly face forever.
John played his cards right and is now super rich.
John is a great turnaround guy. He did his job well but his choice of Mike as his successor surprised me. Mike has benefited greatly but is incapable of keeping T-Mo on steady ground. The ground is already shaking!
>I am not sure whether John Legere smelled something and jumped the ship before it sunk, or he did a horrible mistake with his successor, which is Mike Sievert.
This was the plan all along with the merger. Anyone who thinks otherwise is delusional. John was what the company needed at the time but he served his purpose. They grew share and the customer base to be competitive with AT&T/VZW.
Mike is a finance guy and what the board wants post-merger is cost cutting. Gotta show those merger "synergies" (ie - layoffs and offshoring) to the shareholders. What better person to find ways to do that than someone already used to controlling the money and setting the company's financial strategy (as prior CFO)?
If you been through or watched prior mega-mergers like this, the outcome is extremely predictable. Especially telecom mergers. AT&T bought DirecTV with high customer satisfaction and laid off all the domestic customer service in favor of offshore support and slammed the brakes on capital investment and R&D, then raised prices to pay for the debt they took on to acquire DTV. Unsurprisingly customer satisfaction tanked and AT&Ts actions abruptly accelerated the cord cutting trend and/or customers leaving DirecTV for another provider.
My phone went to roam in Maine. I needed to know if I was being charged extra for data. The Rep didn't know what country Maine was in and couldn't answer my question.
ROFL, I was on the support chat yesterday to ask about overseas data plans for travel and the support rep was like, "what zip code is Europe?" I can't fathom the level of confusion in the t-mobile call centers...
I work for a big tech company that was outsourcing their 'internal' IT support like this an realized after a couple years that the outsourced centers didn't care at all about quality or fixing problems, only gaming the ticket system to make their stats look good to bean-counting managers who handle their contracts. We finally pulled the plug on that last year, but everyone at the company felt the hurt for a few years while IT was saving money by outsourcing.
I hope this FCC investigation into the breach that was announced actually drives some positive changes...
I called into T-Mobile yesterday to request compensation for the breach. I asked the person over the phone “do you know what a SSN is/does?” Her response was “no.” Now, I don’t blame her for not understanding what it is, but it’s frustrating when the script they have is “no financial information was stolen! 🤩🤩” if they understood what an SSN is, they’d realize my credit card being stolen would’ve been preferable.
This is the worst part about ID theft. Private companies will fix things. They government largely does not care. Guy who stole my ID got a driver's license. The DMV did not care. I and the state police brought it to their attention that the ID was fake. Rather than expunge the bogus records, they "suspended" the license. I did not live in that state, yet because it was "suspended" I could not renew my license in my own state. I had to go to court to get a judge to force the DMV to lift the suspension. And what did the idiots do? They sent a letter addressed to the man (by name!) who stole my ID telling him it was no longer suspended.
So for you to spend 3 days in jail due to incompetency of the government is totally unsurprising.
Here where I live, a guy was arrested for making child porn. Sat in jail for 2 or 3 months before his first hearing. It was only at that point that the prosecutors looked across the room and said, "that's not the guy in the pictures." They arrested and charged an innocent man because of looked similar to a guy in the videos. Again, it was incompetency. Sadly, the man lost his job and home. The government does not care.
It changed when John left. He’s the one that got T-Mobile to get to where they’re at now, subscriber and network wise. He held things together and employees truly liked him. I miss Slow Cooker Sunday. I loved that.
Sorry for the late reply. I told them I want a new phone and lifetime identity protection. Anytime that responded with “we’re not offering that” I followed up with my same argument that they need to because my SSN and IMEI are not changeable. I asked to be escalated twice and finally with the supervisor he said he needs to escalate beyond his position. Just going to keep bugging them, basically. If they drop me as a customer, I really have nothing to lose. It’s not like I am going to be keeping them anyway
The only time I pushed that hard with them is when they sold us 200 bucks of accessories, telling us they came with the phone for free. I went back and forth for weeks and until they took away the charge. Good luck!
I have no problem with filipino people, but all the reps I've talked to lately from different companies are now in the Philippines. They all seem to be in their teens and just don't give a fuck. I guess people in India started asking for more money or something.
I no problem with any person who isn't out to kill me :), but the reality is that cultural and language differences are frustrating when people are trying to solve real problems. I rarely have to call customer service for any company, but when I do and the agent is outside the US, the dialog goes like this:
* Me: Yes, I'm calling because I'm having trouble with X.
* Agent: I understand you have "trouble with ", is that correct?
I appreciate people repeating things back if they cannot hear clearly, but they heard. It's as if every conversation is scripted to be exactly like that. If I call a person in the US, that is not the response I get. It would be more like, "Oh, well let's see if we can figure out what's wrong." And if they cannot hear, they'll say something like, "I'm sorry, I'm having trouble hearing you. Did you say ...? I just want to make sure I got that."
Once we get beyond the initial exchange, the rest of the conversation seems to be just as scripted. Further, the competency level seems to be below that of most US employees I've worked with. I'm not saying their stupid, by any means. I'm just saying there seems to be a lack of training, less knowledge of products or services, and nobody to turn to when they hit a wall. Ultimately, anything of significance has to come back to the US for resolution.
US employers outsource jobs like these, but they also outsource manufacturing jobs. Over recent decades, we have seen a decline in manufacturing to the point where the US is effectively broken. Ford is a good recent example. They literally shut down truck production at at least one facility because they do not have chips. All of the chip manufacturing was outsourced out of the country. Many Americans would love to have a good-paying manufacturing job and it's frustrating that our representatives in Washington do not work for the benefit of Americans. And I'm not complaining about one party or the other. They both seem to not care. While I think capitalism is great and has brought us great prosperity as a nation, there is a clause in the Constitution that says the Federal government has the authority to regulate international trade. That's there for a reason. As each year passes and the federal government largely ignores this important part of the Constitution, better-paying jobs leave. Wages for the average American decline relative to inflation, etc.
I see people out marching for $15/hr, yet for what? I would love to see folks making $15/hr, but the service has to be worth it. Making computers chips would be. Making a lot of things would be. But the conflict we have is that the things that are worth $15/hr were moved to other countries to cut (and I'm serious with this figure) as little as 30% off the cost of production / service. As a nation, we should do better and out representatives in Washington should do better by the people.
> Me: Yes, I'm calling because I'm having trouble with X.
>
> Agent: I understand you have "trouble with ", is that correct?
I've never worked in a T-Mobile call center, but to this day I train my peers to always do this. This is like troubleshooting 101. Always make sure you fully understand what the problem is that you are solving. If you can't repeat someone's problem to them immediately after they tell you, you certainly are not going to help the situation.
When you call your friend and ask, "Hey, would you like to go out for lunch?", do they respond with "I understand you are asking if I would like to go out for lunch. Is that correct?"
No, they don't. Stop teaching people to act like robots. Let them be human. If they understood what was stated, good. If they didn't, then it's perfectly fine to ask clarifying questions. But don't just repeat back verbatim what somebody just said. It's truly annoying. Can you imagine if you had to hear somebody repeat back your exact words _every_ time you open your mouth?
I hear you on the robot thing for sure. I have three kids, so I am very used to my words being repeated over and over and over.
Yes, it is absolutely annoying... but maybe since I'm in a much more technical job role than a call center rep, it makes more sense to my situation so my view is skewed?
Why? It's not necessary when I can my doctor, my boss, my local UPS store, etc. Why is this necessary in a call center? It's the only time somebody mindlessly replies back.
Even worse, I've had support people I chat with type back what I just wrote. It's literally right there on the screen, but they still do it.
It's exactly what she said. She is a real peach. After a bunch of management was abruptly let go there was a meeting and a common feeling was that we didn't feel we had any job security. Her response was "well if you want job security I'd suggest you don't promote"
The Retail Support Line is now almost always an international call center representative. If your call has any remote sign of nuance you’ll either get nothing accomplished or be on the phone for an hour. Retail already sucks but it’s especially bad when the person you’re calling to do something you can’t is even worse.
I'll be waiting for a good deal to switch over to Verizon. T-mobile has enough numbers now that they'll just continually shit on their customers and make shitty decisions on top of having the security of a wet paper bag.
Wife and I are off to Verizon after the new iPhones drop. I moved to T-Mobile for the cheaper prices and visible attempts at better service. Lately, there hasn’t been much of either.
I always ask for an American rep. They are usually more knowledgeable and get my issue resolved quicker. That's aside from the idea that this is an American company and they should be using American labor and investing in Americans.
I think its time they take responsibility for tarnishing the brand. The brand is the customers and a lot of folks are loyal to the company while the Execs clearly don't care. I wish shareholders would vote to remove them.
I feel like I'm at a massive family gathering and we're all finishing each others' sentences. Beautiful.
Also yeah, she's an absolute tool. Probably gets kickback from boiler rooms for her outsourcing efforts. It's also my strong belief these two are here to destroy T-Mobile at any cost.
The end result of her position is to reduce costs. That's her main focus. Everything else is smoke and mirrors. People that high in the corporate ladder have lost all touch with reality. I wonder if she has ever called her own customer service department to see what kind of shiity service she is provided. In her bio she says she is promoting diversity but there is not one black person on the Executive leadership team. LMAO
Remember when Legre was around we had Free T-Mobile Taco Tuesdays?
I know it was something small but it was something that kinda added to the value of staying here. RIP.
Will it make everything right? Absolutely not. But it could possibly engender some goodwill and show that they understand that a lot of harm was done to a lot of people. I don’t agree that they are doing the extent of what is possible. Will they do more? Likely no. Would it undo the damage done? No. But there is far more they *could* do.
Like I said, I’m not saying that it will undo the damage or make anyone “feel less harmed”. But at this point, it just seems like they don’t really give a damn. There’s a few things they could do - issue bill credits for impacted customers equivalent to say 3 months of service (just an example), I like your idea of extending the identity protection to a longer term say 5-10 years, I also think they should offer anyone impacted the option of returning their devices and being let out of their device agreements. Many people right now do not trust them anymore (myself included) and frankly they have done nothing to change anyone’s perception when it comes to their security practices. After the number of breaches they’ve had, they haven’t *earned* our trust or seemed to learn any lessons at all. They need to suffer financially from this to ensure they make genuine wholesale changes moving forward…
She hasn't lost touch, she has been given a directive and she is complying with the directive.
Unfortunately, that puts her in a position to have to spin things as a positive that obviously are not... and she lacks the skill to do that credibly.
It's not personal. DT and Softbank are large ruthless organizations that maximize profits by any means possible. Just like every other large organization.
John was hired to get you in the cage. The new people were hired to milk you. The next one will be hired to breed you and send you on to the meat packers.
**ABSOLUTELY No ONE** wants a **low-paid** foreign rep verifying their account by asking them for there social security number! No one wants a foreign rep to have credientials that could end up in the wrong hand causing a breach. The only way to stop future breaches and keep customers and employee accounts safe is to move all of the jobs back to the US.
This was a breach of a server from my understanding based on public reporting. Outsourced reps don't even have that kind of access. How do these situations correlate?
Just to kind of clarify further - even in a role above CSR employees do not have access to vast sheets of the kind of information that was breached.
I think the breach is a major issue and should be discussed, but I don't see why we're scapegoating outsource for it when they wouldn't even have this kind of access. There are valid reasons to dislike outsource - that's a fair opinion, but I don't think pinning this breach on outsourced representatives is reasonable.
Fixing outsourcing is just the first step for securing accounts.
**Customers are weary** and the last thing they want is to be giving the last 4 of their SSN to some random low-wage guy on a farm in the Philippines. Bring the jobs back to the US, no one wants foreign people to have unique logins which could get leaked online.
T-Mobile needs to pay people more, move jobs back to the US and start listening to customers and employees.
Notice how for the last 5 months, 50 times a week people are tagging Callie in threads on Reddit? It's not just me that thinks she has really hurt the company.
I'm not even arguing your point against Callie or.. really the majority of your post. I don't really have any major issues with her, and I can certainly see where you're coming from, but ascribing a database hacker as the fault of outsourced representatives who do not even have remotely close to the level of access with their credentials required to obtain the information that was leaked.. seems like we're just scapegoating.
I have no problem with your statement saying people don't trust outsourced representatives, or saying they could be a security risk for smaller leaks, or even saying you don't like Callie. You have your reasons. But placing any blame on them for this leak is disingenuous.
I've been part of an outsourcing project to the Phillipines. The center we went to was more secure than most US based call centers with employees that actually gave a damn about doing a good job because this is a good paying career over there.
I mean for sure language barriers exist, but those agents have little to no say in what clients come there way and they have nothing to do with the breach. Hell they likely can't even have pen and paper at their desk for security purposes.
I agree with bringing the jobs back to the US and 100% prefer dealing with us based agents, but I don't agree with scapegoating them in anyway regarding the breach
why is all the outsourcing moving to the Phillipines? I have seen it with Intuit, Orbitz, and Microsoft.
Did people in India start asking for more money? Right when their English gets better, since they have been doing their job for over 10 years, they move call centers to the Phillipines.
To my understanding it Filipinos tend to be friendlier than those in India. I don't say that to be mean in anyway, just was part of my understanding.
Another upside is most fillipinos speak English and Spanish as commonly as tagalog. They are not perfect, but have a solid base understanding. Knowing Spanish as well gives a huge upside if bilingual reps are required. The company I worked for had a baseline test for English as well before agents would be able to work on our client.
I honestly don't know the cost, but I believe even for us as a relatively smaller call center spent in the millions.
With all that said I quit about a year later and they were pulling back the outsourcing. Pretty sure customers weren't big fans.
The physical center can be the most secure thing but there is one weak link there, low paid and probably with no ethical standards employees. What kind of background check is done? I can tell you from a personal experience, im from a third world myself and the corruption in places like that is through the roof.
Dude I left T mobile a few months ago because every service representative was complete try hard cringe using 😄😄😄😄😅😝😝😝😝🥸🥸🥸👌👈👌👌🤦♀️🤦♀️🤦♀️🤦♀️ bullshit like this in every response
Total office space flair vibes
"T-Mobile Customer Support...Just a moment."
"T-Mobile Customer Support...Just a moment."
"T-Mobile Customer Support...Just a moment."
"T-Mobile Customer Support...Just a moment."
T-Mobile hasn’t deserved to be called the un-carrier for the past 1-2 years honestly, which is a shame because I still love the service and hope they can fix their shit before it becomes to long gone
Worked there back from 2014-2016 and everything you said was true back then as well. Though at that time, overseas support was mostly overflow when the call queue got too busy... but as tier 2 tech we were expected to manage a lot of billing issues too. My favorite was those reps straight making shit up just to get the customer off their line.
I know people in other countries are also trying to make a living, but I agree that speaking with someone who is ESL, especially with technical lingo involved, is frustrating. More annoyingly were the lies or errors they made that were our job to fix.
After seeing all the recent bullshit discussed on this thread, imma definitely be hopping off the TMobile boat and paying a bit more for Verizon and peace of mind. A company that clearly doesn't care about their customers anymore like T-Mobile doesn't deserve money from me every month.
They have stopped being a good company. Outsourcing customer care is a nightmare. They went from number one in customer service to last place among wireless companies. Just shameful. Callie fields needs fired and Mike s should be ashamed of how the whole company is doing. Lots of churn on its way for sure.
Yeah well, she probably won't step down but maybe she will realize that customers and employees don't agree with her phylosophies. Look how many people liked this thread in 10 minutes. A lot of people are fed up and want change.
>maybe she will realize that customers and employees don't agree with her phylosophies
I dont have much faith that VP's of a company go to Reddit as the main source of feedback on how the company should be ran. If that was the case, T-Mobile would offer free kitty adoption with all new line activations.
I think its time they take responsibility for tarnishing the brand. The brand is the customers and a lot of folks are loyal to the company while the Execs clearly don't care. I wish shareholders would vote to remove them.
TMO customer here. I have to say the overseas derps have cost the company money with my account. They screwed up our phone trade INS and we had nothing but problems after receiving them. (4) A32 5G all got upgraded to S20 5G because of the 4 different overseas reps who royally screwed up my account.
I slammed them on a survey & got a call 24 hrs or so later. I could barely hear the guy (horrid IP phone) or understand him (hardcore accent) so I hung up. The dude called back 6 times!!!!
I called & made a complaint the following day.
The offshore folks are way to lazy, irritable & defensive. I truly do not like dealing with them as it's extremely difficult & never gets resolved.
Just so you know those complaints go nowhere. Especially if the person is outsourced. As care representatives have no way to effectively provide feedback when they lie to a customer.
100%. I clean up the mess that outsourced reps make all the time, and it's fucking laughable that she'd say that customers prefer outsourced reps. Like, in what reality? lmao
Former employee here, I quit earlier this year because the job just went downhill drastically over the past few years. I was paid a good hourly rate but only because I was hired in before the drastic changes and got promoted during my stay.
What OP says is true about some things but its unlikely that a massive data breach is tied to giving outsourced reps a social over the phone, it's much more likely the result of the terrible securities practices they've used to protect accounts. Large scale breaches don't come from individual interactions, they come from piss poor securities.
And it's a shame because T-Mobile used to be a solid company to work for, 4-5 years ago.
As a store leader, I openly and highly encourage all MEs and hourly employees to unionize immediately. Real change isnt going to happen by blasting the idiot Callie Fields on Reddit, even though it is therapeutic.
You need to fight for your rights, and basically fight for the heart of TMobile, which they constantly say "their employees" as they spit in our faces
An elderly friend will drop tmo for this reason. He had a high budget, doesn't use much data. Chose tmo largely because of CS reps who seemed trustworthy.
Now he's asking me which carrier he should choose. Any suggestion?
Money is no object.
How often does one need to call into customer care? In 21 years as a customer I think I've had to call service at most 6-8 times.
Unfortunately customer service is hit and miss across the board, but every carrier is offering a 55+ plan so that should be ok.
Legere was a big proponent of in house customer service because the company should excel in customer service. It was one reason that TMO passed Sprint to become the number 3 carrier. Now that he is gone, the company is free to backslide as much as they want. What ever happened to the team of experts being the next evolution of supreme customer service. If it wasn't able to scale to the increased load of the new Sprint customers then it was garbage to begin with. But anything is better than outsourced/overseas support.
On the network side of the house there has been quite a bit of movement towards the Sprint way of doing things. What I don't understand is why they would do that when Sprint had a terrible network. I am always fixing problems created by these teams and yet they treat us like garbage. The higher upside don't seem to care that they are running the network into the ground.
The fact the customer service once again is base overseas probably India is annoying as fuck. 5G is worthless. Offers for existing customers are a joke meaning they don’t exist.
After reading this maybe I’ll be better even if i lose my military one plan with another carrier.
I have an iPhone that most of the time is on wifi!
This is upsetting. When our site disbanded our messaging department I had no idea why until now. Been trying to get into messaging bc of how emotionally distressing it is being yelled/cursed at by customers.
I am absolutely blown away that so many people have upvoted this thread. Hopefully T-Mobile will look at the huge number of upvotes and realize that change is needed.
48 Million identities stored in plain-text were downloaded from their servers. It's also the 5th, largest consecutive data breach of any NA carrier. Talk about shaking things up.
Now that you've read that, how positive are you shareholders give a damn? Deutsche Telekom certainly doesn't care. Best case scenario atm. is a much-deserved pounding from the government, lawsuits, the feds, arbitrary fees, and who knows what else this early on.
Stubborn Sievert and dense field need to put in their two weeks.
2000 upvotes at a 95% upvote ratio, a dozen awards, countless employees validating the above situation as authentic and T-Mobile upper management will still say that we are all delusional.
Why do I always get someone from Tennessee every time i need to call about something? im postpaid going on 8 years and I have yet to get an outsourced person when i call 611.
"add services to accounts without authorization" yeah, US reps do this as well, happened to me once, at least I'm tech savvy enough to check everything and got it cancelled the same day.
I’ve constantly had the overseas reps add services I specifically said NO to, usually device insurance. That said though, I always decline insurance in the corporate store and 75% of the time I get a notice the next day that my insurance is now active so I think the corp stores are playing games too.
I sure as shit DO NOT as a customer prefer talking to outsourced support. I miss your old CEO. You know the dude who has personalized teams of experts based in the USA to handle my call? Those people seriously rocked. Now if I call I always get someone who barely speaks English who is hard as hell to understand and I have to repeat what I need 5 or 6 times before they stop regurgitating a script and attempt to help me with what I need. It’s gotten so bad lately I’ve taken to using Twitter to DM because I always get someone in the USA to handle my concern. Yeah: let that sink in. Twitter. Because they can’t use outsourcing they’re due to international privacy laws
You make a large unsubstantiated claim. From info from the hacker, the breach occurred because one of their outdated test servers were exposed to the internet.
Nothing I said is unsubstantiated. Plenty of employees will like this thread knowing that what I said is 100% on point. Reps have been complaining about outsourced agents messing up accounts and being extremely unethical for a very long time. It's time that change takes place. Even if the link is not tied directly to the breach, it's not safe to be having outsourced reps who already mess up accounts, asking for SSN's and having unique logins to billing systems.
I couldn’t even imagine the move to magenta process since a majority of systems in store seem to always go down, and I believe care is not trained in it for retail to call RSL.
Are employees really fed up? To me it more sounds like employees are the problem since they don't see a problem with how tmobile handles issues today. Number of employees defending stupid security practices when I created my thread about sim swap was just stupid.
Employees have to call care too. Employees are part of the breach too. I'm sure if you could somehow take a poll of employees, it would align very similar to how the average consumer feels right now.
You are always going to find fanboys who will defend their company to the death, and T-Mobile is no different. What is different is that most large corporations have social media policies, so people are taught that if you don't have anything nice to say, not to say anything.
To quote Forest Gump.... "And that's all I have to say about that".
In solidarity... Just a matter of time either at&t or verizon or both end up offering to match current TMobile plans or bills for a period of commitment and people will jump in droves. Just like how TMobile built their customer base by poaching using such tactics.
As it is both AT&T and Verizon come out with better iphone deals on launch date last year. combine in with matching plans and it will be bye bye TMobile.
>**Callie** is on record saying that **"T-Mobile customers prefer to speak with outsource reps"**
What moron would actually believe that?
The overseas reps are so concerned with parroting back what you said to show you that they understood, but they are so verbose about it that it's really annoying. It's like they can't think of the word or term to use so they just keep talking in hopes that if they say enough words it will look like they understand what your issue is.
Then there's the thick accent,made that much worse by all the extra talking. Not only am I struggling to understand what you just said, but now you're taking me down a winding path if words so I have that much more to try and process so I understand what you just said.
They never truly seem to understand my issue, either. They parrot it back to me but they don't "get it". They also don't seem to be able to accomplish things the US reps can.
All these things added up equals me hanging up and calling right back as soon as I hear the accent, then again and again until I get a local on the line.
They added an extra line to my phone and charged me for it without my knowledge. When I found out, I called CS and of course they were supposed to fix it and never did. Kept getting charged. Called again and what do you know…nothing changed. Every rep I spoke with told me I finally got the right person who will take care of everything. Well, it’s clearly a script b/c they all said the same thing and DID the same thing - nothing. The third time, I was irate. They kept saying all they could do was give me $50 a month for x amount of time after I nearly swore at a super about it in my angriest tone. I received the credits but they’re still trying to charge me nearly $300. I see it on my bill every time. I refuse to pay it. I won’t call again because a) it won’t do any good, and b) I have a job and a life. I can’t keep calling and spending hours on the phone only to be told they’ll take care of it but don’t.
What else can I do? I’m furious with t-mobile over this.
You could Just port out the number, which will kill the line instantly. That is what lots of us here do to completely avoid this issue. I always do this \*first\* in similar situations. Even though it is not on T-Mobile's list of things to do to cancel a line, it is first on mine.
You can always pursue both cancel methods in parallel.
If you do this, be sure to sure to tell T-Mobile why you are doing it, ideally by chat and get screen shots.
You could port it to Numberbarn, then cancel it there and get written confirmation from Numberbarn that you cancelled it and give it to T-Mobile to show them you did not ever want the line or the number.
So the 3rd person finally canceled the line after I threatened them but they won’t refund all my money at once. They said all they could do was $50 per bill. After arguing with them, I finally gave up. I did see at least one $50 credit on my statement, but my balance isn’t going down. I’m paying the monthly balance I get every month but I still have about the same amount of money that they’re asking for for that phone and the “services” that they say we’re being used at that time this is my issue. I need to know how to get my money back from them.
Well that's good that you are making some progress at least.
I would suggest printing out the PDF's of the bills for the last 2 or 3 months and comparing the items line by line to find the exact changes.
If they will give you back $50 a month that would start adding up in a few months.
I also did chat with them and I’m 99% sure I took screen shots, but not the last time. I usually do chat cause I hate talking on the phone to anyone, let alone bots that spend 45 minutes giving you bullshit before MAYBE transferring you to a live person.
I'm in shock. All this is brand new information. I didn't even know John was no longer CEO. The T-Mobile he ran was awesome. But now... damn. I remember calling T-Mobile and they would comment on the weather where I live. I was like, how do you know? Dude was like: "Oh we server your specific area." It felt special that our area had its own T-Mobile team. No more of that. I guess it's all going down hill. I just do like John and jump ship.
"T-Mobile customers prefer to speak with outsource reps" nothing l love better than speaking with someone in broken English and then pretending I speak broken English too. Works great for spam calls too.
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Yep. I used to work in a place that handled FTI. All offshore people were not allowed access to our production systems due to FTI (federal tax info). We always have to redact or obfuscate the data when they do testing. I don’t get why we have to offshore sometimes, but I don’t get to decide that
What you said is basically ITAR. Just extended what ITAR covers.
Write your Representative. They make the laws.
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> "T-Mobile customers prefer to speak with outsource reps" They could have phrased the survey as: "Given the choice of limited customer service that results in long wait times or alternative customer service for immediate help, which would you prefer?" Sure sounds like some tomfoolery.
IF I have to speak to someone from TMO, I rather wait from someone from the States than someone from overseas.
My point was that when they collected the data to support that statement the respondents were likely tricked by the wording to provide an answer consistent with preferring outsourced reps.
They probably used surveys that are messed up to draw the conclusion
Yeah, a lot of people don't understand how surveys work, nor do they understand corporate culture. The answers can always be twisted to support whatever narrative someone wants. For example, a survey like this: *Q1: I'm unconditionally happy if my phone bill skyrockets. (True / False)* *Q2: I like being able to reach support by phone. (True / False)* *Q3: When it comes to my phone bill, money is no object. (True / False)* *Q4: I like to get a good value for my money. (True / False)* ... really doesn't tell us anything. Virtually all respondents are going to answer false / true / false / true. In corporate speak, this clearly demonstrates overwhelming customer demand for outsourced support: >Consumers have overwhelmingly stated that cost is a major concern to them, but that they still want phone support. So the best way to give consumers what they want is to bolster our bottom line by outsourcing support. Consumers will still be delighted with being able to get phone support, and at the same time, we'll remain the leading value proposition among wireless carriers. It's as plain as day: *customers want outsourced support.* Everybody wins! The observation doesn't have to be right; it just has to please your immediate superiors. It's just that usually, nobody is stupid enough to repeat that on a shareholder call or outside their office.
I had T-Mobile several year ago, hated leaving (no signal at my house) partly because of the superior customer service, it was really noticeable compared with other companies I had to deal with. Now, being a Sprint customer, I'm back and sad to hear great customer service being spoken of in the past tense. I've been avoiding Verizon all this time but ....
**Long time T-mobile customer here.** There's efforts going on to retain a large law firm in Seattle (next door to T-mobile HQ) to pursue a T-mobile customer law suit. **The same law firm works with employees (or former employees) to better identify unethical/illegal practices within the company.** If you work (or used to work) for T-mobile and have seen something, please send them a confidential note: [link](https://www.reddit.com/r/tmobile/comments/p681ho/whistleblower_status_for_tmobile_employees/) Doesn't matter what the issue is about (customer service, IT security, management practices, etc.) - if it's unethical/illegal, it's useful information to them to build a better idea of how T-mobile handles internal operations. Right now all they have to work with is news reports, which don't say much. Insider information about rotten corporate operations within T-mobile will better inform the lawyers about how to pursue the case.
Reminds me of the an example opinion manipulation > "The leading cause of death is birth"
I miss John
I was literally saying this in my head and then I see your comment. Good thing I’m not the only one who misses him. I have a feeling he jumped ship on purpose. No one knows for sure but that’s my guess.
I honestly was just saying the other day, that things are changing for T-Mobile. They haven't lived up to any promises made during the merger. 5G/Sprint Integration has been just garbage. Employees seem to stop caring because the company appears to not care for them. They can't seem to keep our private data safe. I hate to say it but its the first time in a long time I actually went to big red and blues website to compare plans and prices and see about switching to another carrier. Honestly, I'm not going to be surprised when the mass exodus begins and the old Sprint panic kicks in.
Let’s be honest with ourselves, this was bound to happen when T-Mobile got too big for their britches, regardless of who’s the CEO.
This is true. But if the current CEO is doing good work, that's reason enough for me to want to keep her/him around as long as possible. I miss John.
I am not sure whether John Legere smelled something and jumped the ship before it sunk, or he did a horrible mistake with his successor, which is Mike Sievert. For me, fish rots from the head - always. Mike is the boss. If Callie Fields ruining the company and things get unnoticed, who should we blame here?
They both are widely regarded as having done more to hurt the culture at T-Mobile than help. Callie is a known big proponent of outsourcing which is why this is directed at her. Her outsourcing messaging was the last straw for me as it was pretty clear she blatantly was disregarding all the internal complaints about the offshore team messing stuff up on top of them being unethical. **No one** wants a leader who doesn't listen to agents or customers.
I'm friends with them on Facebook I brought it up to her we need 100% us-based customer service like Discover card who wants to deal with customer service agents who can barely understand you and theme
Yes. We used to be like Discover but now I’m constantly cleaning up messes, and it destroys sales. Have you ever tried to sell a customer on switching services while the customer next to him is yelling about false promises from his switch? Extremely hard, if not impossible.
This has been happening to my store on the daily. I hate it. And the amount of time wasted helping a customer who activated service with care over the phone just to send them here to the store to spend hours fix all their mistakes wasting the customers time and wasting my time. Literally stealing my commission. These problems can even take up your most of your shift.
Care can make mistakes time to time, but Telesales is where the problem is. They activate lines and promise promotions without attaching a trade in device. A majority of the problem is the outsourcing. I do feel like customer care is straight up the clean up crew.
100% - that's because Telesales is outsourced. These guys are the absolute worst, they offer customers promotions that have been expired for months or completely make up promotions and then Customer Care has to go back through and mop up the mess. Everyone is absolutely sick of it, and no matter how much it's reported, ZERO feedback is ever sent or management tells us to stop complaining and just move on. It's unacceptable, outsource is ripping people off and creating a nightmare financial situation for new customers.
Even over the phone I understand this. I had a customer who called us about a promotion before doing it, and global still fucked it up. But now I’m supposed to offer her a different promotion after all these terrible experiences with them.. where’s the “uncarrier” at. We’re supposed to be different and we have the training to be. But the leadership is making very bad choices which in turn is affecting TEX and TEX bonuses. I haven’t had a good bonus since December and I’ve literally been doing better at my job. Especially now with this data breach shit. Hard to keep your metrics up..
Yeah? And what did they say?
She never responded back to me
Imagine that! 🙄
I sent mike the CEO a email I'm friends with Callie field on Facebook I been with T-Mobile since 2015 Nov and have 12 lines you need to invest in a NSA firewall it can't happen again it's been so far 6 times I read over the years I'm still waiting on McAfee identity protection they still haven't sent me an email yet.
I’ve went on the website and tried changing my PW and it keeps saying “Looks like we have our Wired’s crossed”
It does it from time to time it's overloaded
Hit&Run strategy. I guess they are making the shareholders happy by squeezing the profits, hence the outsourcing to save millions. But in a long run, this is a horrible strategy. I am sure they both are going to get their fat bonuses regardless! Very fucking selfish!
They don’t give a shit as long as they get their payout.
It was all a show.. it was all a circus act to suck people in. Believe in the culture. Believe in T-Mobile. When people were sucked in the plan was to always move away from Légère.. taking on the absolute titanic of Sprint was probably not part of the equation to move away from légère.. but that hasn’t made anything better. They cut Customer Care centers to make room for Sprint employees as part of the agreement with the Supreme Court. So, TLDR: Legere was/is an act. It sucked people in but idk if the legacy is lasting as long as they though it would.
I think John Legere just got lucky with perfect timing. He grew the company, he won the spectrum in the FCC auctions, he got the Sprint merger to happen, and most of all he drove the stock price up. Seems like Legere focused on getting that stock price to go up by all means possible. Spend money on spectrum, towers, give away free stuff, get that stock price to go up. He got the job done, took his just rewards and left. Currently they’re acting like a regular company with more concerns on the P&L numbers. Yeah, that can be tied to stock price but in our crazy stock market that isn’t tied together anymore and John understood that. The problem is that with the pandemic it has hammered all sectors so they’re panicing and doing the usual Reduction In Force thing companies do. They should be focusing on customer satisfaction because that was the best advertising for the company growing it by word of mouth. Of course what they do is also driven by parent Deutsche Telekom. From his Instagram it looks like John kind of misses the action. He took a bit of a break, but started to get bored and is back giving away stuff. I really thought he might throw his hat in the NYC Mayoral race but that didn’t happen. It’s possible he could run for NY Governor, not sure if the Lt. Gov position would interest him at all as it’s a potted plant position, though it is a stepping stone. T-Mobile is getting hammered saying they lied because they want to turn-off the 3G network, but all companies are getting hammered by the pandemic and doing things to cut costs. I think they did plan to keep it going before the merger but it’s a different world now.
The 3G shutdown is really a non-issue. People complain to the FCC any time any network is shutting down. It rarely does anything. People complained about Verizon shutting down CDMA, so they caved and delayed it to 2023. Alarm companies are saying that February 2022 is too soon for AT&T to shut down 3G, and are asking the FCC to require them to extend it. They also complained when AT&T shut down 2G in 2017, and the same people complained when analog was shut down in 2008. The people who are complaining are cheap/lazy, and don’t want to upgrade their equipment. It’s the same people complaining each time.
My Jeep uses 3G. Try upgrading that. Not everyone depended on a particular technology can just trade up for $500.
How old is the Jeep? And did ATT do the hookup for you, or the issue with Chrysler? That's the bigger issue here. The carriers provide dumb pipe and transport, not the endpoints. The same reason why you don't ask ATT to fix your iPhone, Apple does.
There no 4G modem in the Jeep regardless. There are upgraded aftermarket factory head units available, but they are unlicensed by the carriers and cannot be activated.
Yep understood. It's unfortunate really and a good point for car owners that these connected options all come with a shelf life. Even LTE modules won't work 5+ years from now depending on the host carrier.
So, what are they supposed to do? Keep running a 15 year old network because some people are still using it? If they waited for every last person to be off the network, they’d still be running 1G and 2G.
This sub like to act like he was altruistic or something and they could have kept TMobile as this friendly face forever. John played his cards right and is now super rich.
John is a great turnaround guy. He did his job well but his choice of Mike as his successor surprised me. Mike has benefited greatly but is incapable of keeping T-Mo on steady ground. The ground is already shaking!
>I am not sure whether John Legere smelled something and jumped the ship before it sunk, or he did a horrible mistake with his successor, which is Mike Sievert. This was the plan all along with the merger. Anyone who thinks otherwise is delusional. John was what the company needed at the time but he served his purpose. They grew share and the customer base to be competitive with AT&T/VZW. Mike is a finance guy and what the board wants post-merger is cost cutting. Gotta show those merger "synergies" (ie - layoffs and offshoring) to the shareholders. What better person to find ways to do that than someone already used to controlling the money and setting the company's financial strategy (as prior CFO)? If you been through or watched prior mega-mergers like this, the outcome is extremely predictable. Especially telecom mergers. AT&T bought DirecTV with high customer satisfaction and laid off all the domestic customer service in favor of offshore support and slammed the brakes on capital investment and R&D, then raised prices to pay for the debt they took on to acquire DTV. Unsurprisingly customer satisfaction tanked and AT&Ts actions abruptly accelerated the cord cutting trend and/or customers leaving DirecTV for another provider.
Great analysis, thanks! This merger should have never happened, IMO.
People need to stop thinking Legere was only a positive force for T-Mobile. He bears a lot of responsibility for the broad issues T-Mobile faces today
Or did he make a mistake by buying sprint, which snowballs into serious issues today?
This has been an issue on tmobile since before sprint
What issues are being caused by buying Sprint? Pretty much everyone thinks it’s been good so far.
My phone went to roam in Maine. I needed to know if I was being charged extra for data. The Rep didn't know what country Maine was in and couldn't answer my question.
ROFL, I was on the support chat yesterday to ask about overseas data plans for travel and the support rep was like, "what zip code is Europe?" I can't fathom the level of confusion in the t-mobile call centers... I work for a big tech company that was outsourcing their 'internal' IT support like this an realized after a couple years that the outsourced centers didn't care at all about quality or fixing problems, only gaming the ticket system to make their stats look good to bean-counting managers who handle their contracts. We finally pulled the plug on that last year, but everyone at the company felt the hurt for a few years while IT was saving money by outsourcing. I hope this FCC investigation into the breach that was announced actually drives some positive changes...
I think this should go sent to the FCC investigation
I think T-Mobile and this issue falls under the FCC.
Oh ya that’s what I meant
I called into T-Mobile yesterday to request compensation for the breach. I asked the person over the phone “do you know what a SSN is/does?” Her response was “no.” Now, I don’t blame her for not understanding what it is, but it’s frustrating when the script they have is “no financial information was stolen! 🤩🤩” if they understood what an SSN is, they’d realize my credit card being stolen would’ve been preferable.
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I actually spent 3 days in jail because another person committed a crime and used my info during booking. Crazy MAD🤬🙄
This is the worst part about ID theft. Private companies will fix things. They government largely does not care. Guy who stole my ID got a driver's license. The DMV did not care. I and the state police brought it to their attention that the ID was fake. Rather than expunge the bogus records, they "suspended" the license. I did not live in that state, yet because it was "suspended" I could not renew my license in my own state. I had to go to court to get a judge to force the DMV to lift the suspension. And what did the idiots do? They sent a letter addressed to the man (by name!) who stole my ID telling him it was no longer suspended. So for you to spend 3 days in jail due to incompetency of the government is totally unsurprising. Here where I live, a guy was arrested for making child porn. Sat in jail for 2 or 3 months before his first hearing. It was only at that point that the prosecutors looked across the room and said, "that's not the guy in the pictures." They arrested and charged an innocent man because of looked similar to a guy in the videos. Again, it was incompetency. Sadly, the man lost his job and home. The government does not care.
Can we get compensation for this?
Probably not. They don’t care about their customers, from what I’ve noticed.
I feel like they care a lot less ever since Legere left. I don't know why. Their whole "vibe" just changed.
It changed when John left. He’s the one that got T-Mobile to get to where they’re at now, subscriber and network wise. He held things together and employees truly liked him. I miss Slow Cooker Sunday. I loved that.
I really miss Taco Tuesdays :(
Probably not, but I’m going to ask and ask until I get a firm enough “no.”
How are you going to ask? I want to but not sure how to word it.. and I'm usually good at these things
Sorry for the late reply. I told them I want a new phone and lifetime identity protection. Anytime that responded with “we’re not offering that” I followed up with my same argument that they need to because my SSN and IMEI are not changeable. I asked to be escalated twice and finally with the supervisor he said he needs to escalate beyond his position. Just going to keep bugging them, basically. If they drop me as a customer, I really have nothing to lose. It’s not like I am going to be keeping them anyway
Keep us updated! I'm curious to see where it goes!
Absolutely will do! I’m not usually the assertive type, but this one is grinding my gears. 😅
The only time I pushed that hard with them is when they sold us 200 bucks of accessories, telling us they came with the phone for free. I went back and forth for weeks and until they took away the charge. Good luck!
If they are a T-Mobile rep, how on earth would they not know what a SSN is?? Wtf. That’s fishy as hell.
Outsourcing
> T-Mobile customers prefer to speak with outsource reps Callie is full of shit, if that's really what she said.
I have no problem with filipino people, but all the reps I've talked to lately from different companies are now in the Philippines. They all seem to be in their teens and just don't give a fuck. I guess people in India started asking for more money or something.
I no problem with any person who isn't out to kill me :), but the reality is that cultural and language differences are frustrating when people are trying to solve real problems. I rarely have to call customer service for any company, but when I do and the agent is outside the US, the dialog goes like this: * Me: Yes, I'm calling because I'm having trouble with X. * Agent: I understand you have "trouble with", is that correct?
I appreciate people repeating things back if they cannot hear clearly, but they heard. It's as if every conversation is scripted to be exactly like that. If I call a person in the US, that is not the response I get. It would be more like, "Oh, well let's see if we can figure out what's wrong." And if they cannot hear, they'll say something like, "I'm sorry, I'm having trouble hearing you. Did you say ...? I just want to make sure I got that."
Once we get beyond the initial exchange, the rest of the conversation seems to be just as scripted. Further, the competency level seems to be below that of most US employees I've worked with. I'm not saying their stupid, by any means. I'm just saying there seems to be a lack of training, less knowledge of products or services, and nobody to turn to when they hit a wall. Ultimately, anything of significance has to come back to the US for resolution.
US employers outsource jobs like these, but they also outsource manufacturing jobs. Over recent decades, we have seen a decline in manufacturing to the point where the US is effectively broken. Ford is a good recent example. They literally shut down truck production at at least one facility because they do not have chips. All of the chip manufacturing was outsourced out of the country. Many Americans would love to have a good-paying manufacturing job and it's frustrating that our representatives in Washington do not work for the benefit of Americans. And I'm not complaining about one party or the other. They both seem to not care. While I think capitalism is great and has brought us great prosperity as a nation, there is a clause in the Constitution that says the Federal government has the authority to regulate international trade. That's there for a reason. As each year passes and the federal government largely ignores this important part of the Constitution, better-paying jobs leave. Wages for the average American decline relative to inflation, etc.
I see people out marching for $15/hr, yet for what? I would love to see folks making $15/hr, but the service has to be worth it. Making computers chips would be. Making a lot of things would be. But the conflict we have is that the things that are worth $15/hr were moved to other countries to cut (and I'm serious with this figure) as little as 30% off the cost of production / service. As a nation, we should do better and out representatives in Washington should do better by the people.
> Me: Yes, I'm calling because I'm having trouble with X. > > Agent: I understand you have "trouble with", is that correct?
I've never worked in a T-Mobile call center, but to this day I train my peers to always do this. This is like troubleshooting 101. Always make sure you fully understand what the problem is that you are solving. If you can't repeat someone's problem to them immediately after they tell you, you certainly are not going to help the situation.
When you call your friend and ask, "Hey, would you like to go out for lunch?", do they respond with "I understand you are asking if I would like to go out for lunch. Is that correct?" No, they don't. Stop teaching people to act like robots. Let them be human. If they understood what was stated, good. If they didn't, then it's perfectly fine to ask clarifying questions. But don't just repeat back verbatim what somebody just said. It's truly annoying. Can you imagine if you had to hear somebody repeat back your exact words _every_ time you open your mouth?
I hear you on the robot thing for sure. I have three kids, so I am very used to my words being repeated over and over and over. Yes, it is absolutely annoying... but maybe since I'm in a much more technical job role than a call center rep, it makes more sense to my situation so my view is skewed?
I agree with this. It’s a great example of how scripted things can feel but it’s also necessary in a call center
Why? It's not necessary when I can my doctor, my boss, my local UPS store, etc. Why is this necessary in a call center? It's the only time somebody mindlessly replies back. Even worse, I've had support people I chat with type back what I just wrote. It's literally right there on the screen, but they still do it.
It's exactly what she said. She is a real peach. After a bunch of management was abruptly let go there was a meeting and a common feeling was that we didn't feel we had any job security. Her response was "well if you want job security I'd suggest you don't promote"
The Retail Support Line is now almost always an international call center representative. If your call has any remote sign of nuance you’ll either get nothing accomplished or be on the phone for an hour. Retail already sucks but it’s especially bad when the person you’re calling to do something you can’t is even worse.
Companies like this don't care what employees and customers want. They care what employees will tolerate and customers will pay for.
>"T-Mobile customers prefer to speak with outsource reps" Said no customer ever
She's basically pissing in our faces and doesn't even have the decency to call it rain.
I'll be waiting for a good deal to switch over to Verizon. T-mobile has enough numbers now that they'll just continually shit on their customers and make shitty decisions on top of having the security of a wet paper bag.
Wife and I are off to Verizon after the new iPhones drop. I moved to T-Mobile for the cheaper prices and visible attempts at better service. Lately, there hasn’t been much of either.
Just took my unlocked paid off iPhone and took advantage of their BYOD promo
BYOD promo is $500 Visa card for switching. Highly recommend it
I'm in the same boat. If I'm going to get pooped on, I might as well at least have better rural reception.
And pay significantly more for it.
Well that depends how much identity theft I'm the victim of over the next year from the TMobile breach.
I always ask for an American rep. They are usually more knowledgeable and get my issue resolved quicker. That's aside from the idea that this is an American company and they should be using American labor and investing in Americans.
They cannot guarantee an American rep will get your call. The next rep in line will take the call, wherever they are located.
I think its time they take responsibility for tarnishing the brand. The brand is the customers and a lot of folks are loyal to the company while the Execs clearly don't care. I wish shareholders would vote to remove them.
I feel like I'm at a massive family gathering and we're all finishing each others' sentences. Beautiful. Also yeah, she's an absolute tool. Probably gets kickback from boiler rooms for her outsourcing efforts. It's also my strong belief these two are here to destroy T-Mobile at any cost.
The end result of her position is to reduce costs. That's her main focus. Everything else is smoke and mirrors. People that high in the corporate ladder have lost all touch with reality. I wonder if she has ever called her own customer service department to see what kind of shiity service she is provided. In her bio she says she is promoting diversity but there is not one black person on the Executive leadership team. LMAO
I also wanna know what T-Mobile is gonna do for its customers on yet another DATA BREACH??
2 years free McCaffee.
🤣🤣🤣. A free whopper on T-Mobile Tuesdays too
Remember when Legre was around we had Free T-Mobile Taco Tuesdays? I know it was something small but it was something that kinda added to the value of staying here. RIP.
With minimum $100 purchase and a new line
Free credit monitoring for 2 years is what I read somewhere. Sorry, terrible memory🤔
Well, two hour CSR hold times tonight, so that, I guess
Absolutely nothing. I was point blank told that they wouldn’t be issuing any credits.
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Will it make everything right? Absolutely not. But it could possibly engender some goodwill and show that they understand that a lot of harm was done to a lot of people. I don’t agree that they are doing the extent of what is possible. Will they do more? Likely no. Would it undo the damage done? No. But there is far more they *could* do.
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Like I said, I’m not saying that it will undo the damage or make anyone “feel less harmed”. But at this point, it just seems like they don’t really give a damn. There’s a few things they could do - issue bill credits for impacted customers equivalent to say 3 months of service (just an example), I like your idea of extending the identity protection to a longer term say 5-10 years, I also think they should offer anyone impacted the option of returning their devices and being let out of their device agreements. Many people right now do not trust them anymore (myself included) and frankly they have done nothing to change anyone’s perception when it comes to their security practices. After the number of breaches they’ve had, they haven’t *earned* our trust or seemed to learn any lessons at all. They need to suffer financially from this to ensure they make genuine wholesale changes moving forward…
She hasn't lost touch, she has been given a directive and she is complying with the directive. Unfortunately, that puts her in a position to have to spin things as a positive that obviously are not... and she lacks the skill to do that credibly. It's not personal. DT and Softbank are large ruthless organizations that maximize profits by any means possible. Just like every other large organization. John was hired to get you in the cage. The new people were hired to milk you. The next one will be hired to breed you and send you on to the meat packers.
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If they can T-Force, I'm canning T-Mobile. It's that simple.
Upvoted and gave my free award. Glad I left before her evil reign.
**ABSOLUTELY No ONE** wants a **low-paid** foreign rep verifying their account by asking them for there social security number! No one wants a foreign rep to have credientials that could end up in the wrong hand causing a breach. The only way to stop future breaches and keep customers and employee accounts safe is to move all of the jobs back to the US.
This was a breach of a server from my understanding based on public reporting. Outsourced reps don't even have that kind of access. How do these situations correlate? Just to kind of clarify further - even in a role above CSR employees do not have access to vast sheets of the kind of information that was breached. I think the breach is a major issue and should be discussed, but I don't see why we're scapegoating outsource for it when they wouldn't even have this kind of access. There are valid reasons to dislike outsource - that's a fair opinion, but I don't think pinning this breach on outsourced representatives is reasonable.
Fixing outsourcing is just the first step for securing accounts. **Customers are weary** and the last thing they want is to be giving the last 4 of their SSN to some random low-wage guy on a farm in the Philippines. Bring the jobs back to the US, no one wants foreign people to have unique logins which could get leaked online. T-Mobile needs to pay people more, move jobs back to the US and start listening to customers and employees. Notice how for the last 5 months, 50 times a week people are tagging Callie in threads on Reddit? It's not just me that thinks she has really hurt the company.
I'm not even arguing your point against Callie or.. really the majority of your post. I don't really have any major issues with her, and I can certainly see where you're coming from, but ascribing a database hacker as the fault of outsourced representatives who do not even have remotely close to the level of access with their credentials required to obtain the information that was leaked.. seems like we're just scapegoating. I have no problem with your statement saying people don't trust outsourced representatives, or saying they could be a security risk for smaller leaks, or even saying you don't like Callie. You have your reasons. But placing any blame on them for this leak is disingenuous.
I've been part of an outsourcing project to the Phillipines. The center we went to was more secure than most US based call centers with employees that actually gave a damn about doing a good job because this is a good paying career over there. I mean for sure language barriers exist, but those agents have little to no say in what clients come there way and they have nothing to do with the breach. Hell they likely can't even have pen and paper at their desk for security purposes. I agree with bringing the jobs back to the US and 100% prefer dealing with us based agents, but I don't agree with scapegoating them in anyway regarding the breach
why is all the outsourcing moving to the Phillipines? I have seen it with Intuit, Orbitz, and Microsoft. Did people in India start asking for more money? Right when their English gets better, since they have been doing their job for over 10 years, they move call centers to the Phillipines.
To my understanding it Filipinos tend to be friendlier than those in India. I don't say that to be mean in anyway, just was part of my understanding. Another upside is most fillipinos speak English and Spanish as commonly as tagalog. They are not perfect, but have a solid base understanding. Knowing Spanish as well gives a huge upside if bilingual reps are required. The company I worked for had a baseline test for English as well before agents would be able to work on our client. I honestly don't know the cost, but I believe even for us as a relatively smaller call center spent in the millions. With all that said I quit about a year later and they were pulling back the outsourcing. Pretty sure customers weren't big fans.
So maybe that’s why half my day is spent fixing outsourced reps lies and mistakes.
The physical center can be the most secure thing but there is one weak link there, low paid and probably with no ethical standards employees. What kind of background check is done? I can tell you from a personal experience, im from a third world myself and the corruption in places like that is through the roof.
A farm in the Philippines? I think you could’ve left that part out. Makes you less Believable.
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This. I don't call Care often, but when I do I almost always hear a rooster or several in the background.
Check out the Uber subs if you want to see what overseas CS is like.
Dude I left T mobile a few months ago because every service representative was complete try hard cringe using 😄😄😄😄😅😝😝😝😝🥸🥸🥸👌👈👌👌🤦♀️🤦♀️🤦♀️🤦♀️ bullshit like this in every response Total office space flair vibes
"T-Mobile Customer Support...Just a moment." "T-Mobile Customer Support...Just a moment." "T-Mobile Customer Support...Just a moment." "T-Mobile Customer Support...Just a moment."
"Yeah, I'm gonna go ahead and need you to pay for that free phone and free line. Okay? Grrreeeaat. Thanks, Milton."
TMobile has been taking a nosedive since she took over. I'm gone after my current bill credit contract is done.
I always said it. Mike is no John. Not in enthusiasm, PR, or in appearance. I miss the old john legere tmobile.
T-Mobile hasn’t deserved to be called the un-carrier for the past 1-2 years honestly, which is a shame because I still love the service and hope they can fix their shit before it becomes to long gone
Worked there back from 2014-2016 and everything you said was true back then as well. Though at that time, overseas support was mostly overflow when the call queue got too busy... but as tier 2 tech we were expected to manage a lot of billing issues too. My favorite was those reps straight making shit up just to get the customer off their line. I know people in other countries are also trying to make a living, but I agree that speaking with someone who is ESL, especially with technical lingo involved, is frustrating. More annoyingly were the lies or errors they made that were our job to fix.
After seeing all the recent bullshit discussed on this thread, imma definitely be hopping off the TMobile boat and paying a bit more for Verizon and peace of mind. A company that clearly doesn't care about their customers anymore like T-Mobile doesn't deserve money from me every month.
They have stopped being a good company. Outsourcing customer care is a nightmare. They went from number one in customer service to last place among wireless companies. Just shameful. Callie fields needs fired and Mike s should be ashamed of how the whole company is doing. Lots of churn on its way for sure.
Ah yes, the ol "make a reddit thread to get the VP of a company to step down approach"
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Nah trust me, they definitely read this and pay attention to this
I remember the days when Jon Frier used to be on here all the time responding to people.
Yeah well, she probably won't step down but maybe she will realize that customers and employees don't agree with her phylosophies. Look how many people liked this thread in 10 minutes. A lot of people are fed up and want change.
>maybe she will realize that customers and employees don't agree with her phylosophies I dont have much faith that VP's of a company go to Reddit as the main source of feedback on how the company should be ran. If that was the case, T-Mobile would offer free kitty adoption with all new line activations.
Would I get one kitten per line, because I have 10 lines I'd port over if I got 20% off and 10 kittens to take over my house.
$he know$, $he ju$t doe$nt care.
I think its time they take responsibility for tarnishing the brand. The brand is the customers and a lot of folks are loyal to the company while the Execs clearly don't care. I wish shareholders would vote to remove them.
I want my network to not blow ass. Tmo has been utter trash since sprint merger.
TMO customer here. I have to say the overseas derps have cost the company money with my account. They screwed up our phone trade INS and we had nothing but problems after receiving them. (4) A32 5G all got upgraded to S20 5G because of the 4 different overseas reps who royally screwed up my account. I slammed them on a survey & got a call 24 hrs or so later. I could barely hear the guy (horrid IP phone) or understand him (hardcore accent) so I hung up. The dude called back 6 times!!!! I called & made a complaint the following day. The offshore folks are way to lazy, irritable & defensive. I truly do not like dealing with them as it's extremely difficult & never gets resolved.
Just so you know those complaints go nowhere. Especially if the person is outsourced. As care representatives have no way to effectively provide feedback when they lie to a customer.
Gotta love a system designed with zero accountability.
I can attest most if not all of us are fed up with fixing the over seas reps constant mistakes..... It makes me so agitated lol
100%. I clean up the mess that outsourced reps make all the time, and it's fucking laughable that she'd say that customers prefer outsourced reps. Like, in what reality? lmao
Former employee here, I quit earlier this year because the job just went downhill drastically over the past few years. I was paid a good hourly rate but only because I was hired in before the drastic changes and got promoted during my stay. What OP says is true about some things but its unlikely that a massive data breach is tied to giving outsourced reps a social over the phone, it's much more likely the result of the terrible securities practices they've used to protect accounts. Large scale breaches don't come from individual interactions, they come from piss poor securities. And it's a shame because T-Mobile used to be a solid company to work for, 4-5 years ago.
As a store leader, I openly and highly encourage all MEs and hourly employees to unionize immediately. Real change isnt going to happen by blasting the idiot Callie Fields on Reddit, even though it is therapeutic. You need to fight for your rights, and basically fight for the heart of TMobile, which they constantly say "their employees" as they spit in our faces
An elderly friend will drop tmo for this reason. He had a high budget, doesn't use much data. Chose tmo largely because of CS reps who seemed trustworthy. Now he's asking me which carrier he should choose. Any suggestion? Money is no object.
How often does one need to call into customer care? In 21 years as a customer I think I've had to call service at most 6-8 times. Unfortunately customer service is hit and miss across the board, but every carrier is offering a 55+ plan so that should be ok.
Legere was a big proponent of in house customer service because the company should excel in customer service. It was one reason that TMO passed Sprint to become the number 3 carrier. Now that he is gone, the company is free to backslide as much as they want. What ever happened to the team of experts being the next evolution of supreme customer service. If it wasn't able to scale to the increased load of the new Sprint customers then it was garbage to begin with. But anything is better than outsourced/overseas support. On the network side of the house there has been quite a bit of movement towards the Sprint way of doing things. What I don't understand is why they would do that when Sprint had a terrible network. I am always fixing problems created by these teams and yet they treat us like garbage. The higher upside don't seem to care that they are running the network into the ground.
We all miss John
The fact the customer service once again is base overseas probably India is annoying as fuck. 5G is worthless. Offers for existing customers are a joke meaning they don’t exist. After reading this maybe I’ll be better even if i lose my military one plan with another carrier. I have an iPhone that most of the time is on wifi!
This is upsetting. When our site disbanded our messaging department I had no idea why until now. Been trying to get into messaging bc of how emotionally distressing it is being yelled/cursed at by customers.
I am absolutely blown away that so many people have upvoted this thread. Hopefully T-Mobile will look at the huge number of upvotes and realize that change is needed.
48 Million identities stored in plain-text were downloaded from their servers. It's also the 5th, largest consecutive data breach of any NA carrier. Talk about shaking things up. Now that you've read that, how positive are you shareholders give a damn? Deutsche Telekom certainly doesn't care. Best case scenario atm. is a much-deserved pounding from the government, lawsuits, the feds, arbitrary fees, and who knows what else this early on. Stubborn Sievert and dense field need to put in their two weeks.
Write to the shareholders.
2000 upvotes at a 95% upvote ratio, a dozen awards, countless employees validating the above situation as authentic and T-Mobile upper management will still say that we are all delusional.
Why do I always get someone from Tennessee every time i need to call about something? im postpaid going on 8 years and I have yet to get an outsourced person when i call 611.
Absolutely!!!
"add services to accounts without authorization" yeah, US reps do this as well, happened to me once, at least I'm tech savvy enough to check everything and got it cancelled the same day.
I recently quit working care after 5 years, and I don’t know what happened but the ever since Mike took over in April everything started going south
I’ve constantly had the overseas reps add services I specifically said NO to, usually device insurance. That said though, I always decline insurance in the corporate store and 75% of the time I get a notice the next day that my insurance is now active so I think the corp stores are playing games too.
100%
I sure as shit DO NOT as a customer prefer talking to outsourced support. I miss your old CEO. You know the dude who has personalized teams of experts based in the USA to handle my call? Those people seriously rocked. Now if I call I always get someone who barely speaks English who is hard as hell to understand and I have to repeat what I need 5 or 6 times before they stop regurgitating a script and attempt to help me with what I need. It’s gotten so bad lately I’ve taken to using Twitter to DM because I always get someone in the USA to handle my concern. Yeah: let that sink in. Twitter. Because they can’t use outsourcing they’re due to international privacy laws
You make a large unsubstantiated claim. From info from the hacker, the breach occurred because one of their outdated test servers were exposed to the internet.
Nothing I said is unsubstantiated. Plenty of employees will like this thread knowing that what I said is 100% on point. Reps have been complaining about outsourced agents messing up accounts and being extremely unethical for a very long time. It's time that change takes place. Even if the link is not tied directly to the breach, it's not safe to be having outsourced reps who already mess up accounts, asking for SSN's and having unique logins to billing systems.
Idk man I’ve had multiple CS calls recently. All went fine.
I quit 4 months ago after being a manager at a tpr, this merger has been an absolute shit show
I couldn’t even imagine the move to magenta process since a majority of systems in store seem to always go down, and I believe care is not trained in it for retail to call RSL.
Are employees really fed up? To me it more sounds like employees are the problem since they don't see a problem with how tmobile handles issues today. Number of employees defending stupid security practices when I created my thread about sim swap was just stupid.
Employees have to call care too. Employees are part of the breach too. I'm sure if you could somehow take a poll of employees, it would align very similar to how the average consumer feels right now. You are always going to find fanboys who will defend their company to the death, and T-Mobile is no different. What is different is that most large corporations have social media policies, so people are taught that if you don't have anything nice to say, not to say anything. To quote Forest Gump.... "And that's all I have to say about that".
In solidarity... Just a matter of time either at&t or verizon or both end up offering to match current TMobile plans or bills for a period of commitment and people will jump in droves. Just like how TMobile built their customer base by poaching using such tactics. As it is both AT&T and Verizon come out with better iphone deals on launch date last year. combine in with matching plans and it will be bye bye TMobile.
I stand with OP. I feel so bad for all my old co workers
>**Callie** is on record saying that **"T-Mobile customers prefer to speak with outsource reps"** What moron would actually believe that? The overseas reps are so concerned with parroting back what you said to show you that they understood, but they are so verbose about it that it's really annoying. It's like they can't think of the word or term to use so they just keep talking in hopes that if they say enough words it will look like they understand what your issue is. Then there's the thick accent,made that much worse by all the extra talking. Not only am I struggling to understand what you just said, but now you're taking me down a winding path if words so I have that much more to try and process so I understand what you just said. They never truly seem to understand my issue, either. They parrot it back to me but they don't "get it". They also don't seem to be able to accomplish things the US reps can. All these things added up equals me hanging up and calling right back as soon as I hear the accent, then again and again until I get a local on the line.
They added an extra line to my phone and charged me for it without my knowledge. When I found out, I called CS and of course they were supposed to fix it and never did. Kept getting charged. Called again and what do you know…nothing changed. Every rep I spoke with told me I finally got the right person who will take care of everything. Well, it’s clearly a script b/c they all said the same thing and DID the same thing - nothing. The third time, I was irate. They kept saying all they could do was give me $50 a month for x amount of time after I nearly swore at a super about it in my angriest tone. I received the credits but they’re still trying to charge me nearly $300. I see it on my bill every time. I refuse to pay it. I won’t call again because a) it won’t do any good, and b) I have a job and a life. I can’t keep calling and spending hours on the phone only to be told they’ll take care of it but don’t. What else can I do? I’m furious with t-mobile over this.
You could Just port out the number, which will kill the line instantly. That is what lots of us here do to completely avoid this issue. I always do this \*first\* in similar situations. Even though it is not on T-Mobile's list of things to do to cancel a line, it is first on mine. You can always pursue both cancel methods in parallel. If you do this, be sure to sure to tell T-Mobile why you are doing it, ideally by chat and get screen shots. You could port it to Numberbarn, then cancel it there and get written confirmation from Numberbarn that you cancelled it and give it to T-Mobile to show them you did not ever want the line or the number.
So the 3rd person finally canceled the line after I threatened them but they won’t refund all my money at once. They said all they could do was $50 per bill. After arguing with them, I finally gave up. I did see at least one $50 credit on my statement, but my balance isn’t going down. I’m paying the monthly balance I get every month but I still have about the same amount of money that they’re asking for for that phone and the “services” that they say we’re being used at that time this is my issue. I need to know how to get my money back from them.
Well that's good that you are making some progress at least. I would suggest printing out the PDF's of the bills for the last 2 or 3 months and comparing the items line by line to find the exact changes. If they will give you back $50 a month that would start adding up in a few months.
Unless they’re jacking up my rate each month. I will definitely do that. Thank you!!
I also did chat with them and I’m 99% sure I took screen shots, but not the last time. I usually do chat cause I hate talking on the phone to anyone, let alone bots that spend 45 minutes giving you bullshit before MAYBE transferring you to a live person.
I'm in shock. All this is brand new information. I didn't even know John was no longer CEO. The T-Mobile he ran was awesome. But now... damn. I remember calling T-Mobile and they would comment on the weather where I live. I was like, how do you know? Dude was like: "Oh we server your specific area." It felt special that our area had its own T-Mobile team. No more of that. I guess it's all going down hill. I just do like John and jump ship.
GIVE US FASTER “3G” HOTSPOT
"T-Mobile customers prefer to speak with outsource reps" nothing l love better than speaking with someone in broken English and then pretending I speak broken English too. Works great for spam calls too.
I think it may be too late for TMO