Report: #860321

Complaint Review: T-mobile USA

  • Submitted: Wed, March 28, 2012
  • Updated: Wed, March 28, 2012
  • Reported By: Annette — lynden Washington United States of America
  • T-mobile USA
    Bakerview Road
    United States of America

Show customers why they should trust your business over your competitors...

I was hired in FEbruary 2004 as Financial services representative. In 2005 I was awarded best customer srvice top 20 top representative. Which speaks to my performance and work ethic. All the while Tmobile started changing their quality program. I put up with the changes but started to see that too many representatives were esrning large bonuses and they needed to make it harder. Then in2006 I came to work and it was suddenly announced that the entire bellingham call center wld bwcome customer care/tech support for phone 1st phones only.

And if we wanted our jobs to just comply or get let go. I complied went thru training.i was told Once again I won top 20 customer service award in 2006. However, I rcvd a call from a customer svreaming at the top of her lungs. I attemted to calm her dwn and told her I wld help her. She said previous supervisors had promised help call backs etc no ine helped. Because customer was upset so baf I ended up having to trfer call to my manager.

A few days later I was told to log off and escorted to a roomwhere a bunch if mgrs were sitting. They told me I,was rude to the customer bev I asked her to calm dwn multiple times but u cld hear me say I want to help please calm dwn. Mind u I was nvr trained up to that point in deescalations. I,wasput on 90 discipliniary and because of that I,was nit allowed to go to my banquet where for top 20 cus svc reps even though 5 diff sup had spoken to this customet prior to me taking the call. They passed the buck.

After about two weeks thst same sup brought me my award fir top 20 that I wld have rcvd but they denied me to go. At that point my career started to go dwn hill. I,am hispanic american and believe and have experienced it first hand. The quality program once again chged and just when u thought u understood it it was chged again without notice making itharder to suceed. Theyfinally said why chging bec we were not going to be customer service/tech for phn 1st phns but now customer svc/tech for all devices smartphns,etc/and sales.

They gave us a big training sales making teaser,stms asking oermisdion to sell then give elevator speech. At that time our call center did shift bids and everyone chged to new team. When did start Mandysteam? I started after a 2 wrk time mandy told team we werent msking iffers on all calls and leadership was listening and giving percentages on how mant offers made by each team. And our team was awesome of top teams making offers. And she named names if, those on twam who were consistently making offers.

I was one of those. Then my sup sat dwn and told me I was making offers on every call but I needed to make the right offers. I asked what she meant she said,well your offering vm to text, caller tunes, parental contrils etc but these features did not bring in enough revenue. I remibded her that traning said inly,to make appropriate offers fir each call and each call us unique and offers wkd be determined by me. What I, percieved as appropriate was apparently Not appropriate for tmobile.

Un itherwirds they,wanted me to push data svces bec those brought in mist revunue and not the other ftrs I was akready offering. They came up wth diff scripts I,was supposed to say evwn though the scripts,were not comfirtable. I did what they askef but then they startef hounding me daily that I was not saying it right. My confidence started to waiver. My, sup started to treat me differently almost skwsts talkung un angry tones I felt isolated and alone discouraged all the while rcving high 6-s from the customer surveys. The customer I heped wld be called back and asked to grade me. 6,s are the best slso I was top 3 in call ctr fir liwest call back rate meaning I,was taking care of my customers.

After almost 8 yrs of service I was fired jsn, 2012 because they said I,was not consistently offering data ftrs. They r refusing to pay unemployment and I am having to fight to be paid. I was offering whst I felt was appropriate on my calls but my sup told me that my,twaser stmt was not coy enough. The training nvr said it had,to be coy or mysterious or not to say the ftr name. They,wanted me too offer but not give,away what u was offeting. This is,wrg and im sure im not the onky,employee who has experienced this.
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This report was posted on Ripoff Report on 03/28/2012 01:24 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Let's forget about the poor writing for a moment..

AUTHOR: Steve - (USA)

..since the OP's position obviously does not require her to write. As far as I can tell, she broke the cardinal rule of business: make your employer money. Your employer asked you to push products. You had some kind of a problem with this. Now, if they can find someone who costs the same as you yet brings in more revenue, what do you think a business is going to do? Every day, think "how am I going to make my employer more money?" and "how am I going to make my boss look good to his superiors?" Keep those 2 things in mind, and you will never want for a job. 
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#2 Consumer Comment

Charls, it's time to change thumbs....


It IS in your MOUTH, isn't it?
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#3 Consumer Comment

Just ignore this site bullies they attack victims everyday and they get away with it they are sorry people

AUTHOR: Charles - (USA)

Please excuse the site bullies they are nothing but a**hole bums.
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#4 Consumer Comment

Proper Grammar & Spelling Useage....

AUTHOR: Bill - (USA)

Given your (boo-h*o) story about T-Mobile...what annoyed me the most is your (horrific) spelling and grammar useage.  Hispanic or not, learn proper use of the language because your post comes across as uneducated.

The "dig" about you being Hispanic (i.e., discrimination) of why you were terminated...there's nothing you can do.  There's no "proof" that T-Mobile discriminated against you and you were at the mercy of "bad management".  I've been a Call Center Rep. and dealt with many people and when I encounter upset customers (such as you did)....the best avenue is to SAY nothing.  Let the customer "vent"...when they run out of breath from complaining....THEN move in to assist. 

You should've transferred the call to your Manager and let them handle this call.  The problem is "Bad Management" equals "Bad Training" and it's clearly apparent T-Mobile was going in a different direction.  You should've seen the "warning signs" the Company was going downhill and applied for other postitions and left T-Mobile.  You stuck around as long as you could...but to put it frankly....T-Mobile was done with you and found some "excuse" to "downsize" you because since the T-Mobile network FAILED to merge with AT&T...that was a clear sign of T-Mobile's "distress" call starting the spiral downward.   I've had T-Mobile for over (7) yrs. and I'm (probably) getting ready to switch to AT&T because I moved into an area were I'm on a 2G Network and I'm paying for 4G Network.....all T-Mobile tells me is...."I don't know what to tell you".  BUT....I know what to do....LEAVE T-Mobile if they can't service their customers like they're SUPPOSED to do.

In the last (7+) yrs. having T-Mobile, their "loyalty" has changed to all about $$$$ but what the Managers at T-Mobile forget....WITHOUT Customers...there is no Business and if T-Mobile is not doing anything to GROW and move forward.....they'll be going under sooner than you think.

In short....please brush up on your Grammar-Spelling useage because you're in the USA now and employers see your verbiage ... it leaves a bad taste in their mouths.  My 8 yr. old daughter can use proper English so....don't always blame your Hispanic background for a discriminatory front.
Just sayin....
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#5 Consumer Comment

Get help with your rsum

AUTHOR: coast - (USA)

They let you go so that you could grace their competition with your superior writing skills.
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#6 Consumer Comment

HUH ????

AUTHOR: Lorenzen - (U.S.A.)

Please write your reports in English in the future.  What you have written here is gibberish.
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#7 General Comment

Read your own report.

AUTHOR: MartyMarsh - (United States of America)

   I wish you nothing but the best and God Bless.                     Marty
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#8 Consumer Comment

Is this report an example of your communications skills?

AUTHOR: Southern Chemical and Equipment LLC - (USA)

This report is barely legible, so I have to ask, is this the way you typed and communicated on the job??

Is your state an "at will" employment state? If it is, they don't need "cause" to fire you.

As far as the unemployment goes, all you have to do is appeal. If you did not directly provoke your termination, you are entitled to unemployment. Get an attorney if you have to.

Keep in mind though, that these reports are permanent on ROR and most prospective employers search the internet on new applicants. Food for thought.

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