Acidpop5
Dalton,#2UPDATE Employee
Mon, June 08, 2009
I work at T-Mobile in customer service and I'm not honestly sure where you work. I do see why you are being laid off though. Interestingly enough, the reps have been advised there would be no lay offs and the company is still actively hiring. As far as sales, of course they are being pushed to activate. Dealers make commission and activating is part of that commission. Also, T-Mobile is a for profit company, the way we keeps reps is customer base. That may sound horrible but the fact is that's how we stay in business. As for reps, we have no numbers as far as sales and do not make commission at all. What we are scored on is quality. This breaks down in several ways, courtesy, concern, knowledge, and timely. These aren't bad ideas for a company. The break down also is fairly self explanatory, we are expected to be courteous, show that we understand that customer is having a problem and that we want to fix it, to understand how and why to resolve the problem if possible, and to do it in a time period that doesn't waste the customer's time. It is a stressful job, I won't lie but if it's so horrible then quit and let someone who is willing to do your job well fill your position. We have had problems with the free tickets and the rebate company. I think this is common anytime you work with another company. If T-Mobile shows you should have received your rebate and didn't we usually credit it. I can't say always because I think we all know that with as many customers as we have at some point someone is going to take advantage. For a company who is trying deliberatly to deceive its customers we seem to be doing it in an odd matter. My team (16 reps, a senior, and a coach) made $20,000 worth of adjustments (credits) last month. Now, to be fair some of these are what we would call T-Mobile error. We caused it so we credit it in other words. Still that's a lot of money thrown around considering this particuliar accusation. On warranty exchanges, this is where I really got lost. When you call with a problem and are either not on your phone or have a phone we can call you back on we troubleshoot your phone using a specific guide. We click yes or no and it brings us to another question. It then leads you directly to an exchange. I don't know how its taking you several times to get this processed but I complete exchanges on a daily basis in a short period of time and there are no call backs needed. On employee plans, yes we get our service for cheaper than a customer. I think a discount applies to almost anyone in any service industry. Why is this unusual? We also don't get as good of a discount on our phones as a customer with a full discount but you didn't mention that. I don't think T-Mobile is my world and I see this job as a way of working while in college but I think the only reason you wrote this is out of spite. So far I don't see much factual basis to the report itself or the facts are normal and no reason to hold against the company. If in fact somehow you are being laid off, then it sounds like this is being done for a reason. I wouldn't want you creating problems for customers that I will have to clean up. Don't wait to be laid off please go ahead and quit.
Robert
Irvine,#3Consumer Comment
Thu, May 14, 2009
"T-Mobile is a vile corporation that thrives on screwing over the customer." And "T-MOBILE IS A CRAPPY PHONE COMPANY AND A CRAPPY COMPANY TO WORK FOR" Yet you have not quit and in fact are going to continue to work for them until they lay you off. Where I figure you will continue to tell potential customers how great the service is. Ummm....