After 5 years working for a call center, i learned two things, first, customers are the dumbest people on earth, second, life is too short to keep listening todo dumb people
I'd recommend American and Indian people as the dumbest people on earth. I cannot argue with their attitude. Totally sucks. That's why I'd prefer to handle email channels. I don't want to talk to them.
Smart guy! Provide every sensitive information, upload it on youtube. Who cares right? There's always customer service to blame if someone tried a fraudulent activity using your information.
you are right im customer service rep so the correct procedure is just provide the Imei number and gmail to complete the process, and allow 24hrs or 72 hrs
I know it's part of our Job but I hate it also when a like 1% of your fcking customers said they can't understand you because of your accent. Like man? 99% of my customers can understand me clearly, LOL it's comprehension problem man not the accent.
Honestly when a customer calls any customer service and states they are recording the call, the representative must tell them to stop recording. If they refuse the company is able to drop the call.
You got 2 options here, which is permanent unlock if the phone is paid off. The other one is temporary unlock for people going outside the country and it is still in finance.
The call center that I work at, 100% of every single call, EVERY call is recorded. Both sound and screen. It is analysed by a team in Mexico that checks for a 75 point quality assurance checklist. The results are sent to the head supervisor of the center. The system at the local center randomly selects 1 of the calls for a further analysis. The head supervisor listens/watches that call, then takes it to the team supervisor for agreement. Then we have something called coaching where the team supervisor will pull you aside, review the call with you, tell you what you did well, what you can improve and what you also did well. Saying "this call is being recorded" is like "for federal compliance, the government requires that every call be recorded. All screen activity and both sides of the call. The entire interaction is seen by at least 3 people. That's federal law. :-) Rest assured, we are held accountable for what we do and say :-)
brandon day On my end that don’t seem like you guys do that at all hell no what are you guys Poopoo what’s wrong and lie to people and like you don’t give a shit but you’re saying you guys do all that I say bullshit!
If he switched to another carrier before going abroad, his phone will be automatically locked into that carrier. The only thing that he needs to do is to (pull out any SIM CARD currently inserted and have it master reset | back up the files first before doing so).
No she shouldn’t provide any proof of unlock. If the phone works with your new provider, it means it works. If it doesn’t work abroad, it’s not your old companies fault.
Thats true he should have called his new provider. It was already ported and the phone is lready unlock. His new provider should be the one that should take care of this
Yes. I partially agree that its his new carrier will be the one who must take care of this. but it might be the customer has some past due that not yet paid (considering he has not yet enrolled with Autopay)
Ok. so the customer used the mobile device unlock application and did unlock the phone himself long ago. So literally the phone is already unlocked. The customer must try activating his international Roaming when abroad to get the phone working there if the customer will use his provider or if they wanna use a local provider abroad make sure that roaming is off. If still won't work then troubleshooting must be done. But, surely, the phone is already unlocked (not unless the unlock done before was only temporary unlock w/c is surely not the case bec cx is able to use it with different carrier) Whoaa
Customer must ask his new carrier if the service plan he had is compatible to other country.. as simple as that. Since he mentioned that he was no longer with T-Mobile.. hay.........
yeah agree.. i guess this will fall as inappropriate response for the call handling rules because she was not able to remember i guess that the customer already told her that he is no longer with tmobile so basically he cannot really pull up the account for that
Most of the time it is showing unlocked in the system but is not in our end , most of the time this process it works , put the old sim card or the new sim card (make sure it is unlocked on their end ) connect on the wifi go to setting , system update, click uicc unlocked ! Let the phone rebooting by itself ,😊
I used to work as a customer service of T-Mobile and as far as I remember for unlocking the phone there’s a process for that and I think it will be unlocked within 72 hrs. And if the phone is unlock the customer can use any SIM cards no need to send an email and the customer should wait for The processing time frame.
I worked the sim unlocking dept. that received those emails. There was no legitimate reason it took 72 hours. All we did was assure the information provided matched the profile. It can be automated and unlocked within 5 minutes, in fact we weren't allowed to look spend more than 2 minutes on each account. The representative on this call should be allowed the permissions to unlock it. T-Mobile just doesn't trust the frontline to unlock phones.
@@ataparag232 yeah we were instructed to make a decision carelessly and there were many reasons to not unlock it. In certain cases if you provided information that didn't match your account we wouldn't unlock it. Completely unnecessary
@@jaydmatacarita why would you do someone if the required information didnt match. Also how long ago did you work for t-mobile because the coaches have had permissions for years to do an unlock on phone. Also for months now the rep handling the call can do it in real time and usually can test it in real time. So yeah either you didnt know your job or you worked at tmobile atleast more than 6 years ago.
@@crystaldrake8610 you're right they have been less stringent about it lately. If the customer failed to provide the exact IMEI we weren't allowed to unlock it for them even though we knew it was an honest mistake.
So the phone is already unlocked by tmobile and you have used the phone on a different carrier already. Basically to answer this your phone is locked by your new carrier.
cx mentioned that he cannot use the device at other country's carrier. yes he cannot. because the IMEI differs from each country's manufacturer. same situation happens when you activate that device in a US carrier but that device was an unlocked phone coming from other country.
first things first, if you purchased a device in t-mobile through cash you need to use the device and service for atleast 40 days, after that it will show in your account that the device is already fully unlocked, then you mentioned that you used it to different carrier, so your number will reflect in that device, all you need to do if you want to use different simcard in an unlocked phone is to placed the new simcard inside your device, call your current customer service, provide the ICCID number of your phone or if you are using iphone 14, give them the EID number, you can see both in the settings of your phone, then after than, restart your phone, wait for 1 to 2 hours then your good to go
IS IS NORMAL OR LEGAL FOR A CUSTOMER SERVICE REPRESENTATIVE TO ASK U TO SMILE INTO YOUR PHONE TO SHOW HOW HAPPY YOU ARE THAT THEY FIXED A PROBLEM????? THEY FOREVER DROPPING CALLS AN TRYING TO CUT OFF MY FREE WI-FI !!!!
T-Mobile outsourced their customer service to the Philippines and it’s horrible. I refuse to speak with any of those across sea call reps. If you ask for representative in the USA they will lie to you and try to say they’re from the USA.
It's a scam. I'm ex-employee and I can assure you representatives are trained to make it as hard as possible to unlock your device. There is a long chain of command to have your phone unlocked and by the time anyone with the power to unlock comes by they have to find any excuse to not unlock it. It's made to frustrate you so you can just give up and buy a new device. Your devices are completely regulated by the network. They decide when you need to update your firmware and they decide when to make your device obsolete. T-mobile would rather have you pay roaming charges than unlock your device.
Jairo Marquez lol. As a T-Mobile representative, I can assure you that’s not true. I’ve helped customers unlock their phones. If it doesn’t get unlocked, it only for one reason, which is, you haven’t fully paid off your phone.
@@esejuandavid rhe Albuquerque call center. Of course they don't admit it out loud. They called it "production work" during training. That meant we had to look for any little reason to deny it. It's a monopoly on devices
T mobile customer service is horrible. They use outsourcing to another company and it’s hard for them to understand you and you to understand them, and they say a lot of things that have nothing to do with a conversation. T Mobile need to bring the customer service back to the US. Especially if the customers are in the US. A lot of people are complaining about this.
I admit this does tickle me a little considering how we as Americans always have to deal reps with your accent on a regular basis let's see how you like it lol
William Phelps because we can apprehend how you thinks and we are more patient that you guys that's why we have the job. Even a simple troubleshooting or simple common sense you called us?
You are such the most dumbest person on earth. Why would copy your accent? We are not americans so dont expect us to be fluent as yours when it comes to english. You shouldn't be too boastful about that coz english is your first language of course it is so easy for you guys to compose a sentence with a perfect grammar as easy as 123.without exerting extra effort since you are americans. But come to think of it. We Filipinos we have a lot of language that we know. We are doing our best to learn english so when we are going to the other places no one can make fun about us cuz we can comprehend and communicate with the other people. Unlike you if you're going to come here and we will talk shit about you guys sadly but you wouldn't know. 😋Even if we're cursing you already no won't have any idea that's how idiot you are😅and just so you know one of the reason why most of americans doing business here in Philippines coz they know how smart we are and reliable and most of all we know how to value people
That's what's so wrong about your country.. lot's of self entitled people who think they are way better than other nationalities.. Filipino's can speak english, tagalog, spanish,..etc ..Most Filipinos are even better in grammar than some americans.. you complain about the smallest of things that you yourself can fix if you have common sense.. some of you are just spoiled arrogant brats.
If the customer left Tmobile then the agent should not in anyway provide support. The customer is aware that what he is doing is fraudulent act and playing dumb to try to bait the agent with lies and get away with his stupid excuse. just a waste of time helping this stupid customer.
Hmm, wait til you call, get a place in line, told, "we will call you back in 2 hours". Wait 2 and some change, call them back, get bumped out of line and have to start all over. Yep, that 2 hour call is now going to be 4. Not a happy customer. Me and my 7 devices are about to find a new home. Even with Sprint, I never had this big of a problem getting to tech support.
agent should not ask the details such as email or any other details of the customer instead since it has been authenticated the agent should verify the details and not to ask for it from the customer! and you cannot unlock a device in real time! it will take 2days if it is ios and 3days if its and android!! cause you need to create a case regarding to the the unlocking of the phone and the back office will be the one who process everything and it need the phone to be in turn on within 2-3 business days for the unlock processing will be successful
Ryan Mendoza some devices has an unlock app, they can do it through by them selves and they just reset the phone and they can reset permanent or temporary. If it is ios, we send a ticket (we need an email in order to send the simple steps to unlock the device) it’s that simple, cx are always annoying and they make it harder to resolve the issue.
And also, there is information that clearly can see in our system, we need to ask it not only to verify that he’s the one that owns the account, we are not allowed to mention a whole phone #, email address, address and more. Is not that our visual audit is that bad 🤣
Also, asking the customer to verify their email assures that the Instruction s actually go to an email they use, and inevitably the customers eyes. Seriously, wtf is wrong with the people in this comment section. Where are the non TMobile reps getting their info? I can tell who the reps/former reps are immediately by these answers
just wanna share my experience CX called in regarding fully unlocking his device and not yet paid off... I educated him about the process of fully unlocked and gave him an option for 3mos temporary but still not happy. such an entitled CX I've ever encountered.
They are the worst customers ever and sometimes demand credit for being a customer as if they don't get the benefits of the service. They're expecting that they should be paid for being a customer.🤦♂️
After 5 years working for a call center, i learned two things, first, customers are the dumbest people on earth, second, life is too short to keep listening todo dumb people
no not all customer.. be precise.. should be AMERICAN CUSTOMERS
Everyone is a customer including yourself. Dummy
🤣🤣🤣
I'd recommend American and Indian people as the dumbest people on earth. I cannot argue with their attitude. Totally sucks. That's why I'd prefer to handle email channels. I don't want to talk to them.
I enjoy doing it 😂😂😂 and it pays the bills anyway. I just provide them with the simplest answer to their stupid question
Smart guy! Provide every sensitive information, upload it on youtube. Who cares right? There's always customer service to blame if someone tried a fraudulent activity using your information.
Also blames his previous carrier for his phone not working internationally. It wouldn’t even activate if it was locked.
you are right im customer service rep so the correct procedure is just provide the Imei number and gmail to complete the process, and allow 24hrs or 72 hrs
He's in Mexico I know where
@@georgerosses5751 lmao
I know it's part of our Job but I hate it also when a like 1% of your fcking customers said they can't understand you because of your accent. Like man? 99% of my customers can understand me clearly, LOL it's comprehension problem man not the accent.
@@gets187 civic
The correct procedure he mentioned he was already on.the other carrier so he should call his carrier idiots
Honestly when a customer calls any customer service and states they are recording the call, the representative must tell them to stop recording. If they refuse the company is able to drop the call.
Shawn Loomis yuppp
Shawn Loomis and if they're afraid to back up their words they're liars cheaters and thieves just like TMobile
thats not the case here in north korea!!
very true...
correct 😎
You got 2 options here, which is permanent unlock if the phone is paid off. The other one is temporary unlock for people going outside the country and it is still in finance.
The call center that I work at, 100% of every single call, EVERY call is recorded. Both sound and screen. It is analysed by a team in Mexico that checks for a 75 point quality assurance checklist. The results are sent to the head supervisor of the center. The system at the local center randomly selects 1 of the calls for a further analysis. The head supervisor listens/watches that call, then takes it to the team supervisor for agreement. Then we have something called coaching where the team supervisor will pull you aside, review the call with you, tell you what you did well, what you can improve and what you also did well. Saying "this call is being recorded" is like "for federal compliance, the government requires that every call be recorded. All screen activity and both sides of the call. The entire interaction is seen by at least 3 people. That's federal law. :-) Rest assured, we are held accountable for what we do and say :-)
Very true. All calls are recorded. And we are all QA'd.
brandon day On my end that don’t seem like you guys do that at all hell no what are you guys Poopoo what’s wrong and lie to people and like you don’t give a shit but you’re saying you guys do all that I say bullshit!
If he switched to another carrier before going abroad, his phone will be automatically locked into that carrier. The only thing that he needs to do is to (pull out any SIM CARD currently inserted and have it master reset | back up the files first before doing so).
No she shouldn’t provide any proof of unlock. If the phone works with your new provider, it means it works. If it doesn’t work abroad, it’s not your old companies fault.
Thats true he should have called his new provider. It was already ported and the phone is lready unlock. His new provider should be the one that should take care of this
Yes. I partially agree that its his new carrier will be the one who must take care of this. but it might be the customer has some past due that not yet paid (considering he has not yet enrolled with Autopay)
no for me still under the company's fault because it show in the phone its blocked so the manufacturer will fix that
Ok. so the customer used the mobile device unlock application and did unlock the phone himself long ago. So literally the phone is already unlocked.
The customer must try activating his international Roaming when abroad to get the phone working there if the customer will use his provider or if they wanna use a local provider abroad make sure that roaming is off. If still won't work then troubleshooting must be done. But, surely, the phone is already unlocked (not unless the unlock done before was only temporary unlock w/c is surely not the case bec cx is able to use it with different carrier)
Whoaa
Customer must ask his new carrier if the service plan he had is compatible to other country.. as simple as that. Since he mentioned that he was no longer with T-Mobile.. hay.........
yeah agree.. i guess this will fall as inappropriate response for the call handling rules because she was not able to remember i guess that the customer already told her that he is no longer with tmobile so basically he cannot really pull up the account for that
if this is an actual call... they should have atleast flitered the name and phone number of the customer... right?
It was actually the customer who recorded the whole thing and posted it. I supposed he doesn't care with his privacy at all. 🤣
@@lorelieannocampo2429 now that makes sense. thanks 😊
Then when they got fraud, another complaint to the carrier...IMEI was clearly mentioned. I hope that his device was still working til now
Most of the time it is showing unlocked in the system but is not in our end , most of the time this process it works , put the old sim card or the new sim card (make sure it is unlocked on their end ) connect on the wifi go to setting , system update, click uicc unlocked ! Let the phone rebooting by itself ,😊
I used to work as a customer service of T-Mobile and as far as I remember for unlocking the phone there’s a process for that and I think it will be unlocked within 72 hrs. And if the phone is unlock the customer can use any SIM cards no need to send an email and the customer should wait for The processing time frame.
I worked the sim unlocking dept. that received those emails. There was no legitimate reason it took 72 hours. All we did was assure the information provided matched the profile. It can be automated and unlocked within 5 minutes, in fact we weren't allowed to look spend more than 2 minutes on each account.
The representative on this call should be allowed the permissions to unlock it. T-Mobile just doesn't trust the frontline to unlock phones.
@@jaydmatacarita woah really??
@@ataparag232 yeah we were instructed to make a decision carelessly and there were many reasons to not unlock it.
In certain cases if you provided information that didn't match your account we wouldn't unlock it. Completely unnecessary
@@jaydmatacarita why would you do someone if the required information didnt match. Also how long ago did you work for t-mobile because the coaches have had permissions for years to do an unlock on phone. Also for months now the rep handling the call can do it in real time and usually can test it in real time. So yeah either you didnt know your job or you worked at tmobile atleast more than 6 years ago.
@@crystaldrake8610 you're right they have been less stringent about it lately. If the customer failed to provide the exact IMEI we weren't allowed to unlock it for them even though we knew it was an honest mistake.
The problem maybe that they use a different frequency in that country.
So the phone is already unlocked by tmobile and you have used the phone on a different carrier already. Basically to answer this your phone is locked by your new carrier.
Is the phone compatible with the other country? #networkcheck
This seems bogus. Positive device is unlocked just another person complaining
Triggered Filipinos out here tho
That sounds like customer service from contra costa county
cx mentioned that he cannot use the device at other country's carrier. yes he cannot. because the IMEI differs from each country's manufacturer. same situation happens when you activate that device in a US carrier but that device was an unlocked phone coming from other country.
first things first, if you purchased a device in t-mobile through cash you need to use the device and service for atleast 40 days, after that it will show in your account that the device is already fully unlocked, then you mentioned that you used it to different carrier, so your number will reflect in that device, all you need to do if you want to use different simcard in an unlocked phone is to placed the new simcard inside your device, call your current customer service, provide the ICCID number of your phone or if you are using iphone 14, give them the EID number, you can see both in the settings of your phone, then after than, restart your phone, wait for 1 to 2 hours then your good to go
Hi I'm here in Dubai United arabs Emirates and my phone has locked by T-Mobile how can I reached to unlock my phone
Niraj Chhetri buy a new one and stop being cheap!!!
@@dank6176 lol
Hello! May I know the telephone number for T-mobile Customer service? What number is T-mobile Customer service?
Oviously if you buy a t-mobile device, the phone is gonna be locked
IS IS NORMAL OR LEGAL FOR A CUSTOMER SERVICE REPRESENTATIVE TO ASK U TO SMILE INTO YOUR PHONE TO SHOW HOW HAPPY YOU ARE THAT THEY FIXED A PROBLEM????? THEY FOREVER DROPPING CALLS AN TRYING TO CUT OFF MY FREE WI-FI !!!!
T-Mobile outsourced their customer service to the Philippines and it’s horrible. I refuse to speak with any of those across sea call reps. If you ask for representative in the USA they will lie to you and try to say they’re from the USA.
Also the phone could not be an internationally capable phone
It's a scam. I'm ex-employee and I can assure you representatives are trained to make it as hard as possible to unlock your device. There is a long chain of command to have your phone unlocked and by the time anyone with the power to unlock comes by they have to find any excuse to not unlock it. It's made to frustrate you so you can just give up and buy a new device.
Your devices are completely regulated by the network. They decide when you need to update your firmware and they decide when to make your device obsolete. T-mobile would rather have you pay roaming charges than unlock your device.
Jairo Marquez lol. As a T-Mobile representative, I can assure you that’s not true. I’ve helped customers unlock their phones. If it doesn’t get unlocked, it only for one reason, which is, you haven’t fully paid off your phone.
Youre making up stories... Metrophones can be unlocked after 180days prior to ur purchase.
@@esejuandavid you're way off. We were trained to avoid unblocking for any little reason
@@jaydmatacarita well idk what T-Mobile you work for. But it’s not like that where in at.
@@esejuandavid rhe Albuquerque call center. Of course they don't admit it out loud. They called it "production work" during training. That meant we had to look for any little reason to deny it. It's a monopoly on devices
I need to talk witha customer sauce Plz.
T mobile customer service is horrible. They use outsourcing to another company and it’s hard for them to understand you and you to understand them, and they say a lot of things that have nothing to do with a conversation. T Mobile need to bring the customer service back to the US. Especially if the customers are in the US. A lot of people are complaining about this.
I admit this does tickle me a little considering how we as Americans always have to deal reps with your accent on a regular basis let's see how you like it lol
William Phelps because we can apprehend how you thinks and we are more patient that you guys that's why we have the job. Even a simple troubleshooting or simple common sense you called us?
You are such the most dumbest person on earth. Why would copy your accent? We are not americans so dont expect us to be fluent as yours when it comes to english. You shouldn't be too boastful about that coz english is your first language of course it is so easy for you guys to compose a sentence with a perfect grammar as easy as 123.without exerting extra effort since you are americans. But come to think of it. We Filipinos we have a lot of language that we know. We are doing our best to learn english so when we are going to the other places no one can make fun about us cuz we can comprehend and communicate with the other people. Unlike you if you're going to come here and we will talk shit about you guys sadly but you wouldn't know. 😋Even if we're cursing you already no won't have any idea that's how idiot you are😅and just so you know one of the reason why most of americans doing business here in Philippines coz they know how smart we are and reliable and most of all we know how to value people
That's what's so wrong about your country.. lot's of self entitled people who think they are way better than other nationalities.. Filipino's can speak english, tagalog, spanish,..etc ..Most Filipinos are even better in grammar than some americans.. you complain about the smallest of things that you yourself can fix if you have common sense.. some of you are just spoiled arrogant brats.
@@jhayna1208 bullcrap
If the customer left Tmobile then the agent should not in anyway provide support. The customer is aware that what he is doing is fraudulent act and playing dumb to try to bait the agent with lies and get away with his stupid excuse. just a waste of time helping this stupid customer.
Why didn't you censor your info 🤣
NEVER! NEXT!!
Tmobile customer care are well trained enough to handle this simple issue and that is not the way how we do it. Lels this is fake
Hmm, wait til you call, get a place in line, told, "we will call you back in 2 hours". Wait 2 and some change, call them back, get bumped out of line and have to start all over. Yep, that 2 hour call is now going to be 4. Not a happy customer. Me and my 7 devices are about to find a new home. Even with Sprint, I never had this big of a problem getting to tech support.
Now, he transfer to Verizon🤣
This sucks
Lol this is fake ... That's not how T-mob reps greet customers
I dont find this helpful
agent should not ask the details such as email or any other details of the customer instead since it has been authenticated the agent should verify the details and not to ask for it from the customer! and you cannot unlock a device in real time! it will take 2days if it is ios and 3days if its and android!! cause you need to create a case regarding to the the unlocking of the phone and the back office will be the one who process everything and it need the phone to be in turn on within 2-3 business days for the unlock processing will be successful
Ryan Mendoza some devices has an unlock app, they can do it through by them selves and they just reset the phone and they can reset permanent or temporary. If it is ios, we send a ticket (we need an email in order to send the simple steps to unlock the device) it’s that simple, cx are always annoying and they make it harder to resolve the issue.
And also, there is information that clearly can see in our system, we need to ask it not only to verify that he’s the one that owns the account, we are not allowed to mention a whole phone #, email address, address and more. Is not that our visual audit is that bad 🤣
Also, asking the customer to verify their email assures that the Instruction s actually go to an email they use, and inevitably the customers eyes.
Seriously, wtf is wrong with the people in this comment section. Where are the non TMobile reps getting their info? I can tell who the reps/former reps are immediately by these answers
just wanna share my experience CX called in regarding fully unlocking his device and not yet paid off... I educated him about the process of fully unlocked and gave him an option for 3mos temporary but still not happy. such an entitled CX I've ever encountered.
They are the worst customers ever and sometimes demand credit for being a customer as if they don't get the benefits of the service. They're expecting that they should be paid for being a customer.🤦♂️
Xfr to spanish.
This is completely fake.
The phone is not internationally unlocked thats it!!! There's domestic and international unlock process...
Theres none
La verdad que pasciencia para ese customer porque el Agent totalmente malo
TMobile customer service is terrible.
I'm working now on TMobile account
and how is it?
challenger bonus is real
The comment section is warzone.
we're using the same phone lol
I'm just here for the ASMR Phone talking and typing....lol
And finally, she sent you an email?
What's there number bro I call them in many numbers but call doesn't even go