Help Tmobile Delaying Vibrant Customer Service Calls?

[robo21]

I recently had to contact Tmobile Customer Service/Technical Support regarding a problem on my Vibrant. The problem was solved, beyond my expectations, but that's the subject of another post.

I've had to call in even before my recent problem for plan questions, etc. I noticed inordinately long hold times to get to a representative. I always inputted my number at the beginning of the call. Then I called in about my employee's phone (a basic Samsung dumb phone) using his number and noticed that the call got to a rep dramatically faster. And I was also presented with the option of not holding and instead inputting a call back number so I didn't have to wait on hold. I was NEVER given this option after inputting my own Tmobile number.

I then tested this using my 2 landlines. I first placed a call on line 1 to customer service and inputted my phone number and started the hold process. I then called in from line 2 and inputted my employee's number and used the call back feature. The call regarding the Vibrant took 38 minutes to get to a representative, the other call took 3 minutes to get to a rep!

I asked the 1st rep about this and he said "it's so we can route your call to a department more experienced in handling your problem." I don't think I believe that but whatever.

I'm wondering if anyone else has experienced these long hold times.

 

[VegasTouch]

I recently had to contact Tmobile Customer Service/Technical Support regarding a problem on my Vibrant. The problem was solved, beyond my expectations, but that's the subject of another post.

I've had to call in even before my recent problem for plan questions, etc. I noticed inordinately long hold times to get to a representative. I always inputted my number at the beginning of the call. Then I called in about my employee's phone (a basic Samsung dumb phone) using his number and noticed that the call got to a rep dramatically faster. And I was also presented with the option of not holding and instead inputting a call back number so I didn't have to wait on hold. I was NEVER given this option after inputting my own Tmobile number.

I then tested this using my 2 landlines. I first placed a call on line 1 to customer service and inputted my phone number and started the hold process. I then called in from line 2 and inputted my employee's number and used the call back feature. The call regarding the Vibrant took 38 minutes to get to a representative, the other call took 3 minutes to get to a rep!

I asked the 1st rep about this and he said "it's so we can route your call to a department more experienced in handling your problem." I don't think I believe that but whatever.

I'm wondering if anyone else has experienced these long hold times.

I never call them with my cell phone if i have a question or problem with it. Always use the house phone in case they need me to do something to it and yes, i always get the "leave a number and they will call you back" option but i never use it. I always wait for a rep.

 

[robo21]

I never call from my them with my cell phone if i have a question or problem with it. Always use the house phone in case they need me to do something to it and yes, i always get the "leave a number and they will call you back" option but i never use it. I always wait for a rep.

I never, ever call from the cell phone. I always use a land line. What I'm referring to is the increased hold time when they know that you are calling in about a Vibrant - not necessarily from a Vibrant.

 

[kefalo84]

I never, ever call from the cell phone. I always use a land line. What I'm referring to is the increased hold time when they know that you are calling in about a Vibrant - not necessarily from a Vibrant.

Hmmm, and how exactly would they KNOW that? They don’t know if your calling about your Vibrant or if you wanna make a payment...order a new phone.
What I can relate to your story is that hold time has increased dramatically for me (sometimes 20min). I don’t know if its phone related...but now im starting to wonder after I saw your post.

 

[robo21]

Hmmm, and how exactly would they KNOW that? They don

 

[kefalo84]

As I outlined in my post above in both cases I was calling in about "trouble" with a phone. In both cases I inputted the Tmobile phone number which their system can route in various ways. In my case I NEVER have the option of getting a call back when an agent is free. In my employee's case (who does not have a Vibrant) he is ALWAYS offered a call back AND he gets to a representative 10 times faster - no exaggeration.

No I believe you....now that I

 

[VegasTouch]

I never, ever call from the cell phone. I always use a land line. What I'm referring to is the increased hold time when they know that you are calling in about a Vibrant - not necessarily from a Vibrant.

Oh i see. I never specify what im calling about. I just tell that horrible automated system that i want to talk to a representative and try to cut out listening to as much of that BS as possible. Last time i called , i told the person who answered that their automated system sucked in case they were keeping track....lol

 

[Daedalus]

Robo I always get the option to have someone call me back with vibrant issues normally only hear it when the delay is expected to be longer then a min or 2

 

[the1who]

Robo, I have read someone's posts here or on another forum about being "blacklisted" if you call an excessive amount of times with a number. I have exemplified the same thing you have with increased hold times referencing my phone number, as I called from the T-Mobile retail store's phone and it gave longer wait time too. I can call from my wife's or daughter's phones and I can get through within less than a minute. However, if I use or reference my phone number, the hold time is dramatically, exponentially increased. Now, I don't know if that is because I have hit some predetermined limit, I'd hate to think that way, but when you end up like I have, as you have experienced, you begin to wonder. I would rather prefer to think that it is routing based on the phone tied to our phone number. For example, when you log-in the account online to manage it through a computer, you can see the phones associated with a number. I think that it is more logical that way, and I'll be more willing to accept that explanation. But to answer your question, I have experienced it referencing my Vibrant phone, compared to my wife's Cliq etc... Hope it helps in your thoughts. You're not alone on this either. *What I mean by using the store's phone is that I used it calling the 800 number but I used my number when it asked for it.*

 

[pantlesspenguin]

Perhaps people are just experiencing THAT much trouble with the phone and they don't have many employees well versed enough to help?

 

[robo21]

Perhaps people are just experiencing THAT much trouble with the phone and they don't have many employees well versed enough to help?

I would like to give Tmobile the benefit of the doubt as well. However, the very knowledgeable (about Vibrant issues) and helpful CSR who worked with me on the exchange knew immediately what to do. I called in using my employee's Tmo phone number and was connected in about 3 minutes. Therefore, my call was NOT routed to the "Vibrant dept."

Also, I expressed my concerns to this rep about getting an exchange phone that might have GPS problems. He assured me that that would not be a problem and, in fact, stated that he was certain that this would be a non-issue in my new phone. He was aware of JI6 etc. in our conversation. He further stated that the new Vibrant would be everything that I expected the phone to be from the beginning. He implied that the new phone would solve most if not all of the common complaints

Apparently, I either got very lucky or he knew exactly what he was talking about because the GPS on the brand new/not refurbished Vibrant is faster, more accurate and has higher signal strength than my previous phone. http://androidforums.com/samsung-vibrant/187591-all-things-gps-17.html#post1985883 The battery consumption is equal to or better than the older phone and the gallery has not hung up at all.

 

[robo21]

Robo, I have read someone's posts here or on another forum about being "blacklisted" if you call an excessive amount of times with a number. I have exemplified the same thing you have with increased hold times referencing my phone number, as I called from the T-Mobile retail store's phone and it gave longer wait time too. I can call from my wife's or daughter's phones and I can get through within less than a minute. However, if I use or reference my phone number, the hold time is dramatically, exponentially increased. Now, I don't know if that is because I have hit some predetermined limit, I'd hate to think that way, but when you end up like I have, as you have experienced, you begin to wonder. I would rather prefer to think that it is routing based on the phone tied to our phone number. For example, when you log-in the account online to manage it through a computer, you can see the phones associated with a number. I think that it is more logical that way, and I'll be more willing to accept that explanation. But to answer your question, I have experienced it referencing my Vibrant phone, compared to my wife's Cliq etc... Hope it helps in your thoughts. You're not alone on this either. *What I mean by using the store's phone is that I used it calling the 800 number but I used my number when it asked for it.*

Thanks for your post. I believe there is a blacklist and I am on it. I don't understand why, I haven't called in that often. Interesting. Do you have link to the other forum?

So are you saying that you used the phone number off a demo Vibrant from the Tmo store?

 

[the1who]

Thanks for your post. I believe there is a blacklist and I am on it. I don't understand why, I haven't called in that often. Interesting. Do you have link to the other forum?

So are you saying that you used the phone number off a demo Vibrant from the Tmo store?

No, I used the store's landline to call the 800 number, and used my cell phone number that is tied to the Vibrant as the customer phone number when it prompted me to. Calling on other phones referencing their phone numbers gets me through faster than referencing my phone number. I have expressed this multiple times to their customer care department, they said that it shouldn't be an issue and was supposedly making some service ticket on it. I'm not too worried about it I guess. If I need in urgently, I'll just use the other phones.

 

[robo21]

No, I used the store's landline to call the 800 number, and used my cell phone number that is tied to the Vibrant as the customer phone number when it prompted me to. Calling on other phones referencing their phone numbers gets me through faster than referencing my phone number. I have expressed this multiple times to their customer care department, they said that it shouldn't be an issue and was supposedly making some service ticket on it. I'm not too worried about it I guess. If I need in urgently, I'll just use the other phones.

And which other forum was that other thread/post on?

 

[robo21]

I spoke with a supervisor "Josh" tonight and he admitted that yes, there is a diversion of frequent callers into longer hold times "so we can better assist the thousands of callers." I basically gave them an ultimatum to fix this or else. We'll see what happens.

This is odd though because I really hadn't called them that many times.

 

[howetechnical]

I spoke with a supervisor "Josh" tonight and he admitted that yes, there is a diversion of frequent callers into longer hold times "so we can better assist the thousands of callers." I basically gave them an ultimatum to fix this or else. We'll see what happens.

This is odd though because I really hadn't called them that many times.

I can garauntee that they don't make "frequent callers" wait on hold longer than usual. I personally have over 20 hours of call time logged with T-Mo CSR and corporate due to issues 100% their fault. My account has been messed with countless times, including temporary holds on all activity all the way to termination, and the only thing I've ever been guilty of is paying my bill on time and in full each and every month. The ONLY reason I have stuck with them is because they've done well to make up for their mistakes with early full upgrades, incentives, etc.

Anyway, I digress. Whenever I call, I always get the usual 3 minute wait time, even with my Vibrant. Not sure what could be happening with you, unfortunately.

 

[SamsungVibrant]

I spoke with a supervisor "Josh" tonight and he admitted that yes, there is a diversion of frequent callers into longer hold times "so we can better assist the thousands of callers." I basically gave them an ultimatum to fix this or else. We'll see what happens.

This is odd though because I really hadn't called them that many times.

Robo21 I think you should drop it, you might get more notations on your account.

I don't know what exactly T-Mobile does, but I know companies for certain note customer behavior.

Banks do it all the time. I have a friend who is a Chase branch manager, another who is a Wells Fargo Branch manager, they both told me that their software specifically has a section to make notes about customers. Like when a customer calls too many times, complains a lot, etc. Also, all employees see the notations, you don't have to go digging for them, because they automatically pop open every time a customer session is initiated.

For example, my friend told me, one customer would come in and would demand photo copies off all checks she deposits, holding up the line, and the tellers aren't obligated to do so, so there is a pop up message that says "customer is aware that photocopy services are not provided by tellers." That message pops up on the screen for every teller every time the customer goes to make a deposit.

So if you keep calling T-mobile, I'm sure the next rep is going to add another pop up box "keeps calling wants off blacklist."

Do they make you wait longer via some automated system? I don't know about that. Do they note your account because they might think you are annoying, most definitely. Chances are, when you call, the rep before answering your call sees your account in advance, reads the automatic pop up messages, and puts you back into the loop because she/he doesn't feel like dealing with it.

I think you are better off just dropping it, the Chase pop up messages about annoying customers drop off in 3 months unless they are renewed, T-mo pop ups probably expire too, so just don't call anymore, let them expire, the more you call, the more updated notes they will make to the pop up messages.

I guarantee you have another notation saying customer called complaining about being on a blacklist, seriously just don't call for a couple months, let them expire, the more you call they keep getting renewed.

 

[robo21]

I can garauntee that they don't make "frequent callers" wait on hold longer than usual. I personally have over 20 hours of call time logged with T-Mo CSR and corporate due to issues 100% their fault. My account has been messed with countless times, including temporary holds on all activity all the way to termination, and the only thing I've ever been guilty of is paying my bill on time and in full each and every month. The ONLY reason I have stuck with them is because they've done well to make up for their mistakes with early full upgrades, incentives, etc.

Anyway, I digress. Whenever I call, I always get the usual 3 minute wait time, even with my Vibrant. Not sure what could be happening with you, unfortunately.

Interesting, so this contradicts what "Josh" said. The other thing is that I had NOT called in except back in July when I was working through email problems on a lesser phone prior to getting the Vibrant.

 

[robo21]

Robo21 I think you should drop it, you might get more notations on your account.

I don't know what exactly T-Mobile does, but I know companies for certain note customer behavior.

Banks do it all the time. I have a friend who is a Chase branch manager, another who is a Wells Fargo Branch manager, they both told me that their software specifically has a section to make notes about customers. Like when a customer calls too many times, complains a lot, etc. Also, all employees see the notations, you don't have to go digging for them, because they automatically pop open every time a customer session is initiated.

For example, my friend told me, one customer would come in and would demand photo copies off all checks she deposits, holding up the line, and the tellers aren't obligated to do so, so there is a pop up message that says "customer is aware that photocopy services are not provided by tellers." That message pops up on the screen for every teller every time the customer goes to make a deposit.

So if you keep calling T-mobile, I'm sure the next rep is going to add another pop up box "keeps calling wants off blacklist."

Do they make you wait longer via some automated system? I don't know about that. Do they note your account because they might think you are annoying, most definitely. Chances are, when you call, the rep before answering your call sees your account in advance, reads the automatic pop up messages, and puts you back into the loop because she/he doesn't feel like dealing with it.

I think you are better off just dropping it, the Chase pop up messages about annoying customers drop off in 3 months unless they are renewed, T-mo pop ups probably expire too, so just don't call anymore, let them expire, the more you call, the more updated notes they will make to the pop up messages.

I guarantee you have another notation saying customer called complaining about being on a blacklist, seriously just don't call for a couple months, let them expire, the more you call they keep getting renewed.

Thanks Sammy. I'll keep you posted on the results. I really have no reason to call them, the new, warranty exchange Vibrant I just received is virtually perfect in every way - bone stock.

 

[howetechnical]

Robo21 I think you should drop it, you might get more notations on your account.

I don't know what exactly T-Mobile does, but I know companies for certain note customer behavior.

Banks do it all the time. I have a friend who is a Chase branch manager, another who is a Wells Fargo Branch manager, they both told me that their software specifically has a section to make notes about customers. Like when a customer calls too many times, complains a lot, etc. Also, all employees see the notations, you don't have to go digging for them, because they automatically pop open every time a customer session is initiated.

For example, my friend told me, one customer would come in and would demand photo copies off all checks she deposits, holding up the line, and the tellers aren't obligated to do so, so there is a pop up message that says "customer is aware that photocopy services are not provided by tellers." That message pops up on the screen for every teller every time the customer goes to make a deposit.

So if you keep calling T-mobile, I'm sure the next rep is going to add another pop up box "keeps calling wants off blacklist."

Do they make you wait longer via some automated system? I don't know about that. Do they note your account because they might think you are annoying, most definitely. Chances are, when you call, the rep before answering your call sees your account in advance, reads the automatic pop up messages, and puts you back into the loop because she/he doesn't feel like dealing with it.

I think you are better off just dropping it, the Chase pop up messages about annoying customers drop off in 3 months unless they are renewed, T-mo pop ups probably expire too, so just don't call anymore, let them expire, the more you call, the more updated notes they will make to the pop up messages.

I guarantee you have another notation saying customer called complaining about being on a blacklist, seriously just don't call for a couple months, let them expire, the more you call they keep getting renewed.

I disagree with staying silent. If something needs to be spoken, speak it. That's what we -pay- for, to have service and customer support when the situation fits.

 

[robo21]

I disagree with staying silent. If something needs to be spoken, speak it. That's what we -pay- for, to have service and customer support when the situation fits.

Absolutely, and obviously that's what I did. Furthermore, if the notations or long hold times continue much longer I may look for another carrier. For now, I do have a workaround.

 

[tweak89]

I thought I was the only one! I've gone through 5 Vibrants and finally switched over to a MT4G.

After my 3rd exchange I noticed that I was ALWAYS put into an extremely long wait queue. Didn't matter what time of day I called. I realized something was up when I could call from a land line or my wife's phone and get right through.

To prove I wasn't going nuts, I would have my wife call from her cell(MT3G) at the same time I did (several times) and EVERY time I got into the "extremely long hold times" message while she got right through...EVERY TIME. This was as recent as two days ago.

T-Mobile, of course, denies that they can identify and "blacklist" certain callers and has "investigated" the problem to no avail. Tried calling to ask a question today and was STILL put in the long queue.

I guess it's something I will have to live with, and other than dealing with the POS Vibrant I never really had cause to call customer service. But, it's still not right that things like this go on.

 

[PlowRox]

I thought I was the only one! I've gone through 5 Vibrants and finally switched over to a MT4G.

Wow 5! and Im waiting for my 1st replacement to come.... I finally after many many calls Demanded they replace the phone! But the problems it was having are for another post!

As to customer service long waits... I would have to say that it depends on where your at and where the call gets routed to. I live 5 miles from the call center but all my calls get routed out of state every time! It has to do with time of day and call volume at the centers...The system knows how many calls before you and will route the call to the fastest center not nearest. As for avail CSR that knows the vibrant or insert any phone here all of the 1st line people you talk to have a pdf file on their pc they flip pages thru to find your solution. So unless your kicked up to 2nd tier or higher support all of the 1st tier people are basically reading a file/popup/dropbox etc and are worthless for complicated calls!

Part of the long waits are a people problem, T-mobile is just like every other company in corp America they have shaved the employees to the point of next to none and the profits get higher but the "slaves" are being overworked! My own company let 2 people go and gave me their work to do on top of my own!!!...so until someone can get the system changed its gonna get worse before it can get better!

Overall I like the customer support they give, they have some dodo's lol when you find those just hang up and call back...

 

[tweak89]

As to customer service long waits... I would have to say that it depends on where your at and where the call gets routed to. I live 5 miles from the call center but all my calls get routed out of state every time! It has to do with time of day and call volume at the centers...The system knows how many calls before you and will route the call to the fastest center not nearest.

I used to buy that, but it doesn't jibe with me calling any time of the day, any day of the week and NEVER getting through to a rep without at least a 30 minute hold. While calling from my wife's phone or any land line, I get through right away 99% of the time.

 

[robo21]

As to customer service long waits... I would have to say that it depends on where your at and where the call gets routed to. I live 5 miles from the call center but all my calls get routed out of state every time! It has to do with time of day and call volume at the centers...The system knows how many calls before you and will route the call to the fastest center not nearest. As for avail CSR that knows the vibrant or insert any phone here all of the 1st line people you talk to have a pdf file on their pc they flip pages thru to find your solution. So unless your kicked up to 2nd tier or higher support all of the 1st tier people are basically reading a file/popup/dropbox etc and are worthless for complicated calls!

Part of the long waits are a people problem, T-mobile is just like every other company in corp America they have shaved the employees to the point of next to none and the profits get higher but the "slaves" are being overworked! My own company let 2 people go and gave me their work to do on top of my own!!!...so until someone can get the system changed its gonna get worse before it can get better!

Actually, no this is completely wrong. I spoke with a CS Supervisor who admitted that high call volume devices get routed to longer hold times so that the vast majority of customers have a better customer service experience.

I proved this to be the case time and time again by using other Tmobile customer's numbers to access the queue