Forum Discussion
Customer Service has no clue
Galaxy watch had issues, was sent warranty replacement, spent over 10 hrs with Customer service trying to get the warranty replacement working. Spent another 2-3 trying to escalate to arrange a call ...
Upon further attempts to escalate TEX stands for “Team of Experts” which is a new name given to Tier 1 Customer Service reps and their immediate supervisors to make them feel special under the new structuring.
Escalations is now called the ESC team for short.
I reached the ESC team through the 4th social media expert I spoke to.
The ESC team could not find any requests submitted for a callback but did see tier 2 tech support and customer service both stated I would receive one in the transcripts.
ESC claims to not have the ability to further escalate to corporate under the new structuring.
Though they did offer me an acceptable resolution of returning the warranty replacement device as well as the original 10 month old device, voiding my contract , waiving the installment plan, buy out and ensuring that I will no incur any additional fees or charges for the device or the plan upon returning the devices.
Now I fully expect T-mobile to charge me for the canceling the wearable plan despite the transcript stating otherwise. We shall see.
Clearly it is about short term profit to appease the board thus temporarily securing their executive positions and bonuses. Though you would think someone would raise issue when recent social media posts are averaging 9,000 negative comments and dozens of negative posts being made on a daily basis, mostly regarding contradictory information from CS and outright lies.
