T-Mobile Ditches All Bots Including Russian Ones

FrgMstr

FrgMstr

Just Plain Mean
Staff member
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May 18, 1997
Messages
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Our buddy scojer let us know that T-Mobile is making a bold move by actually letting your talk to people when you have an issue with T-Mobile's service. From what T-Mobile is telling us, there are now specific teams "in your city" dedicated to specific customer bases. "Real People, Not Robots." I know that many of us will like not having to be on the phone for 15 minutes to finally be pitched over to a real person, in which we have to give the same information to for a second or third time in order to get a problem fixed. Does it work? Did for me through the T-Mobile app, but I did not have a "problem," but rather just wanted to see if I got a live person right out of the gate.

Video and chat log.


Charleston, South Carolina – August 15, 2018 – Real customer service takes real people. T-Mobile (NASDAQ: TMUS) today launched T-Mobile Team of Experts nationwide and turned traditional customer care on its head. T-Mobile’s latest Un-carrier move takes aim at the biggest pain point yet – the old, broken customer care model that has frustrated Americans for decades. With Team of Experts, when you call or message T-Mobile, you get a tight-knit team dedicated to you and others in your city. There are no robots or automated phone menus. No getting bounced around from department to department. No shouting "representative." You now have your own entourage at T-Mobile dedicated to you and your happiness. You can even see a photo of your Team of Experts in the T-Mobile App on iOS and Android.

Here is a portion of my chat log. I would suggest that being in customer service requires a good sense of humor which Jalen seems to have! Seems I found another Westworld fan.
 
As long as T-Mobile doesn't scrap my $30/month plan, I'll stick with 'em through Hell and high water. Never had a reason to call their customer service since it just works for me, always has. And this $30/month plan, there's nothing out there even close to it, never has been, so I really hope it doesn't get discarded at any point in the near future. They already removed it from being used by new customers, so it remains to be seen what they might do considering the Sprint merger if that finally does happen.
 
I worked for sprint once upon a time, and, it was just terrible. The people were alright, but it was all about keeping the calls short & transferring everything except billing questions, and even those we were told to find a way to transfer the calls if they became too long.

This is the complete opposite.
 
I switched from AT&T to T-Mobile about a Year Ago and they've been the best wireless provider I've every used. Their coverage is great where I live, the T-Mobile Tuesday experience has been awesome and T-Mobile in general is fairly priced. If they keep moving in this direction and utilize their combined spectrum correctly, they could easily become a top tier provider and give Verizon a run for its money. I just hope they don't turn into Verizon once they get there...
 
I'm more looking forward to the launch of their Layer3 TV service nationwide
 
Tiberian said:
As long as T-Mobile doesn't scrap my $30/month plan, I'll stick with 'em through Hell and high water. Never had a reason to call their customer service since it just works for me, always has. And this $30/month plan, there's nothing out there even close to it, never has been, so I really hope it doesn't get discarded at any point in the near future. They already removed it from being used by new customers, so it remains to be seen what they might do considering the Sprint merger if that finally does happen.
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Best plan ever. I have had it for such a long time.
 
Good to see this. Companies loose focus that their customers are their largest and best advertisement. So many try to penny pinch for customer service and it actually costs them more in the long run.
 
I use MetroPCS which goes off of T-Mo towers. Never had much problem with service. It's not as good as Verizon coverage-wise, but for the price I can't complain.
 
MavericK said:
I use MetroPCS which goes off of T-Mo towers. Never had much problem with service. It's not as good as Verizon coverage-wise, but for the price I can't complain.
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T-Mobile is good if you are in major cities. You get out in the sticks or off major highways and you are pretty much screwed.
 
I get it in certain industries that you may need to be transferred if needing to deal with highly technical or skilled issues, but for something like customer support, billing, retention, etc., I see no reason why more companies couldn't do something like this.
 
I think that's a bold move by the company, but I will have to see if it makes a difference when I use it myself. They're not too bad since I live in a major city, but I've been considering moving somewhere a bit more rural. I'll go back to Verizon if they suck in the suburbs.
 
I switched from ATT to TMO only because of the HUGE price difference. I will say there is a big difference in connectivity. I like what I pay but there is definitely a difference .
 
My biggest gripe with talking to robots is literally explaining everything to the live customer service agent...THAT I JUST TOLD THE ROBOT.

My power company has this bullshit. And when you give answers to certain questions, they even play a sound byte that makes it sound like a person typing. Like...seriously?
 
SamuraiInBlack said:
My biggest gripe with talking to robots is literally explaining everything to the live customer service agent...THAT I JUST TOLD THE ROBOT.

My power company has this bullshit. And when you give answers to certain questions, they even play a sound byte that makes it sound like a person typing. Like...seriously?
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I like the response :

“Hmmm... yea, I think I know what you are talking about!”

Then they ring the operator.
 
SamuraiInBlack said:
My biggest gripe with talking to robots is literally explaining everything to the live customer service agent...THAT I JUST TOLD THE ROBOT.

My power company has this bullshit. And when you give answers to certain questions, they even play a sound byte that makes it sound like a person typing. Like...seriously?
Click to expand...

You give your pin code, select the reason for calling, get to a rep, then they ask for that exact same information.

Honestly the reason why they do that, or why I did it, was because it's easier to say the exact same thing at the beginning of every call.

When you take almost a hundred calls a day you make your own greeting, and more than half of them don't put anything in the IVR, so your greeting caters to the majority of calls.
 
Trimlock said:
I switched from ATT to TMO only because of the HUGE price difference. I will say there is a big difference in connectivity. I like what I pay but there is definitely a difference .
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The price difference is pretty significant! I am on the military plan, and because of the included taxes, my bill is almost 50 dollars cheaper than when I was with Verizon or ATT.
 
KingGlade said:
The price difference is pretty significant! I am on the military plan, and because of the included taxes, my bill is almost 50 dollars cheaper than when I was with Verizon or ATT.
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Me too, but my bill was cut by more than a $100 with 2 people on the line.
 
Trimlock said:
Me too, but my bill was cut by more than a $100 with 2 people on the line.
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Damn, that's quite an improvement. I have been trying to convince my brother and his wife to check it out for the same reason, but they refuse to leave ATT and Verizon.
 
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