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T-Mobile brings back instant access to a customer support rep after listening to feedback

Posted: , by John V.

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T-Mobile brings back instant access to a customer support rep after listening to feedback
We’ve all experienced it in some form or another in the past, but it’s absolutely annoying trying to traverse those pesky phone calls to customer service – even more when there is no direct way to get in touch with a human being.

Actually, that appears to be the experience that some T-Mobile customers have been going through of late after the carrier recently removed a feature that allowed instant access to a customer service rep by simply uttering the word “agent” or “rep” at any time during the phone call to T-Mobile.

Thankfully though, they’ve read the feedback regarding the issue and they've recently brought it back! Needless to say, it’s undoubtedly nice to see that Big Magenta is clearly listening to its customers, but it’s rather baffling to say why they removed the feature two weeks ago in the first place.

Regardless of that, you won’t have to worry about going into some sort of constant loop when calling them up. Therefore, if you need to speak with someone pronto, just simply say “agent” or “rep” to get an actual person on the line.

source: TmoNews

7 Comments
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posted on 12 Aug 2011, 12:12 1

1. box (unregistered)


Yay for that.

...side note: why the heck is the iphone5 listed as a related phone in this article?!

posted on 12 Aug 2011, 14:03 2

5. Because (unregistered)


IPhone is kewl, bro... all the hip kids are listing it as related articles. Hell, I have it as a reference on my resume.

posted on 12 Aug 2011, 12:13

2. Uzzelien (Posts: 131; Member since: 22 Feb 2011)


Because T-mobile = AT&T

posted on 12 Aug 2011, 12:57 2

3. WirelessCon (Posts: 309; Member since: 11 May 2010)


How did they listen to feedback if there was no one there to listen?

posted on 12 Aug 2011, 13:20 2

4. remixfa (Posts: 13909; Member since: 19 Dec 2008)


because its all ive heard about from customers since they changed it. They turned the automated system into a nightmare. I tried calling once on the customer line just to see how bad it is.. never again.. lol. Glad they fixed it.

posted on 12 Aug 2011, 15:37

6. biscutbob (Posts: 82; Member since: 08 Jul 2011)


Every call center should have this I hate the robots more than anything.

posted on 13 Aug 2011, 00:07

7. someguy (unregistered)


I had to call and it was horrible. If you didn't go through the hurdles it actual said Since I can't determine your reason for calling I'm disconnecting the call. then it hung up. the only way I could actually talk to someone was just say tech support, then as soon as they picked up I said transfer me to customer service.

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