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Anyone know how to speak to an English T-mobile adviser?
~sugarpinkloz
19-06-2010
Pref complaints? I have just been hung up on by their foreign call center twice!!
carguy143
19-06-2010
Originally Posted by ~sugarpinkloz:
“Pref complaints? I have just been hung up on by their foreign call center twice!! ”

If they have a cancellations option on their menu then go through to them. Just make sure ya say ya want to cancel if they do not fix your issue as they work on commission for saving customers. If you don't say you want to cancel, they will shove you through to anyone else as they won't get their bonus. I know this as I work in retentions.
whackyracer
19-06-2010
Originally Posted by carguy143:
“If they have a cancellations option on their menu then go through to them. Just make sure ya say ya want to cancel if they do not fix your issue as they work on commission for saving customers. If you don't say you want to cancel, they will shove you through to anyone else as they won't get their bonus. I know this as I work in retentions.”

Interesting point re commission, though if the OP is tied into a contract for a set period, then she can't just demand cancellation of it.
carguy143
19-06-2010
Originally Posted by whackyracer:
“Interesting point re commission, though if the OP is tied into a contract for a set period, then she can't just demand cancellation of it.”

They normally should attempt to keep the customer, contract or no contract. It's worth a shot if you need helping out.
TheBigM
19-06-2010
Originally Posted by whackyracer:
“Interesting point re commission, though if the OP is tied into a contract for a set period, then she can't just demand cancellation of it.”

Depends on what the problem is, if there's a serious issue, company can have breached T&Cs too.
Knighton
19-06-2010
What's wrong with their Welsh and Scottish advisers?
~sugarpinkloz
19-06-2010
Originally Posted by TheBigM:
“Depends on what the problem is, if there's a serious issue, company can have breached T&Cs too.”


yea exactly, you have the right to cancel a contract at any time, if they have breached it.
~sugarpinkloz
19-06-2010
Originally Posted by Knighton:
“What's wrong with their Welsh and Scottish advisers?”


I meant to put english speaking, but was 2 angry at the time
Knighton
19-06-2010
Originally Posted by ~sugarpinkloz:
“I meant to put english speaking, but was 2 angry at the time”

Their offshore callcentre agents do speak English. Would be a bit pointless to employ people who didn't speak the language of the country they're servicing.
sotek
19-06-2010
Originally Posted by Knighton:
“Their offshore callcentre agents do speak English. Would be a bit pointless to employ people who didn't speak the language of the country they're servicing.”

From personal experience, although they are extremely polite and try to help, the problem is simply that a large majority seem to BARELY speak English.
len112
19-06-2010
Originally Posted by Knighton:
“Their offshore callcentre agents do speak English. Would be a bit pointless to employ people who didn't speak the language of the country they're servicing.”

I think perhaps you're missing the subtext !
Finglonga
19-06-2010
Originally Posted by ~sugarpinkloz:
“Pref complaints? I have just been hung up on by their foreign call center twice!! ”

Could you have been in any way abusive to them as you were so angry?
~sugarpinkloz
19-06-2010
Originally Posted by Finglonga:
“Could you have been in any way abusive to them as you were so angry? ”

No. And even abusve people need to have 2 warnings before they can be hung up on.

Anyway after 3 days of calling them and telling them about the obvious network fault, (a few advisers claimed to know about it and a few didnt) I was told it was clearly my phone and to go to the shop to arrange repair.

Went to the shop and they advised of the current local network fault, that started the same time as i reported it!!

Their customer service was ready to get my phone sent off for a problem that was raised 3 days ago!!!

That is the level of competence we are dealing with here.
Knighton
20-06-2010
Can't see how that is anything to do with speaking English....
Deanparkr
20-06-2010
Sugarpinkloz needs to somehow get the problem escalated to the actual T-Mobile tech team.

You could try talking to them on Twitter if you use it. www.twitter.com/tmobileukhelp as they tend to email your problem to someone in T-Mobile who knows how to fix it.
plymouthbloke1974
20-06-2010
Shouldn't have to do that though, really. Should have been logged on the first call.
~sugarpinkloz
20-06-2010
Originally Posted by Deanparkr:
“Sugarpinkloz needs to somehow get the problem escalated to the actual T-Mobile tech team.

You could try talking to them on Twitter if you use it. www.twitter.com/tmobileukhelp as they tend to email your problem to someone in T-Mobile who knows how to fix it.”

My intrenet on my phones is down, so unfortunately cant access twitter, only on DS on work PC and twitter is blocked!
~sugarpinkloz
20-06-2010
Anyway after 3 days of calling them and telling them about the obvious network fault, (a few advisers claimed to know about it and a few didnt) I was told it was clearly my phone and to go to the shop to arrange repair.



Went to the shop and they advised of the current local network fault, that started the same time as i reported it!!



Their customer service was ready to get my phone sent off for a problem that was raised 4 days ago!!!



That is the level of competence we are dealing with here.
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