T-Mobile Client Since 2005 Ready to Change Wireless Providers

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T-Mobile Client Since 2005 Ready to Change Wireless Providers

(Tampa)

I'm very disappointed & frustrated with T-Mobile Prepaid customer service. I switched from T-Mobile postpaid to prepaid in 2010. They've sent customer service offshore to Latin America and a they're absolutely not trained to resolve the customer's issue on the first call. I always call from my landmine phone & I've been disconnected 8 out of 10 times yet TMO customer service reps NEVER call back even after requesting it. They read from scripts and when they can't solve it they transfer you to the next rep who knows no more than they and you start the process all over again. If there was another carrier with better support plus equal plans & coverage I'd switch due to that fact alone. I'm finally open to switching to another provider.

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T-Mobile Client Since 2005 Ready to Change Wireless Providers

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Aug 22, 2011

virgin mobile , better cs than previously
by: sanonamus

To be fair to virgin mobile, ( after really being friustrated with them on my earlier posts). I have seen improvement in their customer service. Finally got a replacement phone sent to me, :) yeah! :)

Aug 22, 2011

Prepaid Wireless Customer Care Quality Issues
by: PrepaidWirelessGuy

I’ve heard similar complaints from numerous people, and unfortunately across all carriers, not just prepaid, though prepaid tends to have a generally lower service level agreement with carriers and their outsourced call centers. It really is irritating when they ask for a call back number, but never use it!

It’s pretty common knowledge amongst prepaid wireless provider call center specialists that first call resolution is cheaper in the long run for a carrier than the cost of repeat calls, or even worse, lost customers (i.e elevated churn).
I’ve also seen wireless providers essentially fire call center companies in certain countries due to consistently low quality despite wanting (and paying) for higher quality. The Philippines seems to be a new favorite, though I’m not sure if the data is in on that location yet.

While it’s understandable that keeping costs low ultimately results in a better wireless provider selection for carriers, as well as lower plan costs, poor customer experience can kill a wireless company. I’m sure that could be said for any company, but wireless in particular is susceptible to customers easily leaving to competitors. Prepaid wireless carriers that can deliver even just a “good” level of customer experience will likely see a lift in subscribership. I think right now the principle is to be no worse than your competitors, but not to overpay to be any better per se. Again, it’s all about low costs.

Interestingly, I expect that customers would not be willing to pay for superior customer experience in the form of more expensive phones or plans, and carriers are aware of this fact. So if everyone delivers a poor customer experience, and ultimately most people will end up buying something, a wireless carrier wouldn’t want to be priced out of the market by charging more only to find customers ultimately putting up with a worse customer experience in order to get better pricing.

How much extra would people be will to pay for a noticeably better customer experience? For the frequency with which I need to call a live agent, I don’t think I’d be willing to pay anymore. That said, I do expect a better level of service or I’ll gladly go to another carrier.

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