T-Mobile customer service

I have a line on a family cell phone plan and wanted to terminate that in favour of an individual plan (makes development and other stuff easier). This is staying with the same carrier. You can't do it online, so how many phone calls, representatives and being hung up on would you think a business like Tmobile thinks is acceptable? The final count was 5 phone calls, about 90 minutes in total, 7 different representatives, and being hung up on 3 times (they seem to do it when taking you out of hold). Almost half the representatives were barely intelligible and I had to ask them to speak slowly and clearly (and no they weren't in foreign lands). How do phone companies manage to run their businesses so badly? I'm glad the calls were recorded for quality and training, but it would be nice to see some evidence of that actually happening.

The irony is I barely use my phone for cellular services. The carriers make it quite clear that minutes are rationed, texts are rationed and data is rationed. So I avoid the phone in favour of other mediums that aren't rationed, and there are a heck of a lot of better alternatives (eg cellular voice quality is miserable). It is like they don't want to have long term customers! #tmobilefail

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