Perhaps many of you have been frustrated, as I have, at having to wait
over an hour for CS.
I'm experiencing that, and getting routed to an overseas call center,
too, which I'm not too pleased about.
But yesterday I had to call, and I ended up only waiting a minute and
talking to someone in the U.S. who clarified things for me. She said
that six of their call centers have closed due to bad weather, so they
are very short-staffed right now.
It does make sense (and it also would make sense that their one overseas
call center is getting a lot of the overflow).
In my view, this is better than the alternative (I thought maybe T-Mo
had actually *PERMANENTLY* closed some of their call centers for some
reason).
Hopefully we'll stop getting pounded with snow soon, and people will be
able to return to work.
--
Steve Sobol - Programming/Web Dev/IT Support
Apple Valley, CA sjsobol@JustThe.net
Re: Long hold times on T-Mobile customer service line
In article <op.vqhxt0anitl47o@acer250.gateway.2wire.net>, tPlOvUpBErLeLsEs@hotmail.com says...
>
> On Sun, 06 Feb 2011 14:09:15 -0500, Steve Sobol <sjsobol@justthe.net> wrote:
>
> > ... (I thought maybe T-Mo
> > had actually *PERMANENTLY* closed some of their call centers for some
> > reason). ...
>
> Well, they *have*, in a manner of speaking: all closed 1 am to 6 am ET, if what I hear while on hold is correct :-{ .
With all due respect, that's a bit of a stretch. "Only open 19 hours"
isn't "permanently closed."
--
Steve Sobol - Programming/Web Dev/IT Support
Apple Valley, CA sjsobol@JustThe.net
Re: Long hold times on T-Mobile customer service line
On Sun, 06 Feb 2011 16:02:54 -0500, Steve Sobol <sjsobol@justthe.net> wrote:
> In article <op.vqhxt0anitl47o@acer250.gateway.2wire.net>,
> tPlOvUpBErLeLsEs@hotmail.com says...
>>
>> On Sun, 06 Feb 2011 14:09:15 -0500, Steve Sobol <sjsobol@justthe.net> wrote:
>>
>> > ... (I thought maybe T-Mo
>> > had actually *PERMANENTLY* closed some of their call centers for some
>> > reason). ...
>>
>> Well, they *have*, in a manner of speaking: all closed 1 am to 6 am ET, if what I hear while on hold is correct :-{ .
>
> With all due respect, that's a bit of a stretch. "Only open 19 hours"
> isn't "permanently closed."
Well, riddle me this, then. T-Mo CS used to be available by phone 24 hours a day. They're now available only 19 hours a day. If you think it's a stretch to call them "closed" for the 5 hours per day that they're unavailable, what would you rather call them then? And are you quite sure that this new 5-hour ... umm ... inaccessibility is *not* a "permanent" feature of the new T-Mo CS landscape?
Perhaps you'd prefer to call it a "temporary restructuring of the CS availability timeline"?
Cheers, -- tlvp
--
Avant de repondre, jeter la poubelle, SVP
> >> Well, they *have*, in a manner of speaking: all closed 1 am to 6 am
ET, if what I hear while on hold is correct :-{ .
> >
> > With all due respect, that's a bit of a stretch. "Only open 19 hours"
> > isn't "permanently closed."
>
> Well, riddle me this, then. T-Mo CS used to be available by phone 24 hours a day. They're now available only 19 hours a day. If you think it's a stretch to call them "closed" for the 5 hours per day that they're unavailable, what would you rather call them then? And are you quite sure that this new 5-hour ... umm ... inaccessibility is *not* a "permanent" feature of the new T-Mo CS landscape?
>
> Perhaps you'd prefer to call it a "temporary restructuring of the CS availability timeline"?
By "permanently closed", I meant "shut down for good, not operating AT
ALL anymore, employees laid off."
What you're describing is "a reduction of hours during a part of the day
when most people wouldn't be calling anyhow."
And they did that quite a while ago, with no major impact on response
time that I could see. Reps still answered the phone quickly, hold times
(if they existed) were generally under 10 minutes and quite often under
5... the current problem has only existed over the past 6-8 weeks, and
since it coincides with the massive snow storms covering much of the
U.S., I have no problem believing that weather *is* the reason why I
have so much trouble getting through to T-Mo at the moment.
--
Steve Sobol - Programming/Web Dev/IT Support
Apple Valley, CA sjsobol@JustThe.net
Re: Long hold times on T-Mobile customer service line
On Sun, 06 Feb 2011 21:53:13 -0500, Steve Sobol <sjsobol@justthe.net> wrote:
> In article <op.vqihk6wsitl47o@acer250.gateway.2wire.net>,
> tPlOvUpBErLeLsEs@hotmail.com says...
>>
>> Perhaps you'd prefer to call it a "temporary restructuring of the CS availability timeline"?
>
> What you're describing is "a reduction of hours ...
OK, "reduction of hours," if that's what floats your boat :-) -- my point was, CS is *closed* then.
> ... during a part of the day
> when most people wouldn't be calling anyhow."
I guess not ... unless they're T-Mo customers who've just landed in Bangkok or Bombay (or Paris, or London), and find that their HLR entry has gotten itself reset to forbid international roaming. So now, alas, 9 am in Paris or London is smack-dab in the middle of T-Zone's nightly snooze -- as is 3 pm in Bangkok or Bombay.
And yes, the HLR getting itself munged has happened to me a good half-dozen times or more on trips -- to Paris, to Ecuador, to Australia, ... [I'll spare you the rest].
Yeah, T-Mo customers who've just landed in a foreign airport to learn their HLR entries are scrambled aren't "most people". But "most people" have no CS needs anyway, so why not just scrap ... [need I go on?]?
Cheers, -- tlvp
--
Avant de repondre, jeter la poubelle, SVP
> Yeah, T-Mo customers who've just landed in a foreign airport to learn their HLR entries are scrambled aren't "most people". But "most people" have no CS needs anyway, so why not just scrap ... [need I go on?]?
I think you have a valid point, as I did not consider international
roaming when I made my original statement.
On the original point, I think we should just agree to disagree.
--
Steve Sobol - Programming/Web Dev/IT Support
Apple Valley, CA sjsobol@JustThe.net
Re: Long hold times on T-Mobile customer service line
On Mon, 07 Feb 2011 17:44:42 -0500, Steve Sobol <sjsobol@justthe.net> wrote:
> In article <op.vqjtgdeiitl47o@acer250.gateway.2wire.net>,
> tPlOvUpBErLeLsEs@hotmail.com says...
>
>
>> Yeah, T-Mo customers who've just landed in a foreign airport to learn their HLR entries are scrambled aren't "most people". But "most people" have no CS needs anyway, so why not just scrap ... [need I go on?]?
>
>
> I think you have a valid point, as I did not consider international
> roaming when I made my original statement.
And I guess T-Mo didn't consider int'l roamers' problems either :-) .
> On the original point, I think we should just agree to disagree.
No sooner said than done :-) . Cheers, -- tlvp
--
Avant de repondre, jeter la poubelle, SVP
Well there's no bad weather closing call centers now as it's 2 weeks later and the response time is well over an hour. Last night I had to wait 1 hour and 52 minutes for an operator to respond and she could barely speak English. Today I've been on hold for 45 minutes already and still no response. This is unacceptable customer service as no one should ever have to hold more than a few minutes for a customer service connect.
Long hold times on T-Mobile customer service line 
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