mckoss · August 2, 2015 00:43 · mckoss · Aug 2, 2015
diff --git a/t-mobile support transcript b/t-mobile support transcript
 T-Mobile: We have received your information and will connect you with a T-Mobile Chat Specialist soon.
 T-Mobile: A Chat Specialist will be with you soon.
 T-Mobile: Thank you for waiting. A Chat Specialist will be available shortly. For assistance with payment processing or account cancellation, please call Customer Care at (877) 746-0909.
 T-Mobile: We appreciate your patience. A Chat Specialist will be assigned to you soon.
 DarrenC: Hi, Mike!
 You: HI
 You: Hello?
 DarrenC: Thank you for contacting T-Mobile. I'm sorry to know that you're having issues with your order.
 DarrenC: No worries, I am here to help you out.
 DarrenC: Let me pull up your account real quick.
 You: Are you still there?
 DarrenC: One moment please.
 DarrenC: I'm still checking on your account.
 You: OK
 DarrenC: Thanks.
 DarrenC: Upon checking, I see here that your signal order was backdated due to there's no stock available.
 You: Are there no devices I can use that will boost my signal? It's been a long time.
 You: Coverage in my home is so bad, I have to go outside to talk on the phone.
 You: I was hoping to use WiFi calling - but it doesn't work with my (Nexus 5) phones.
 DarrenC: I'm sorry to hear that. Let me check this further for you.
 You: The customer service agent said that a signal booster would work for me. I had never heard of that, but I've been waiting and our coverage here at home still is terrible.
 DarrenC: Yes, that is correct. The signal booster can definitely improve your signal.
 DarrenC: Let me check if this is already available and I will get you to right department for you to get this device,
 You: Is this something I can by off the shelf instead of taking deliver from your (out-of-stock) supply?
 DarrenC: One moment while I check this for you.
 You: OK
 DarrenC: Thank you.
 DarrenC: Please give me another 1 to 2 minutes while I check this.
 You: OK
 DarrenC: Thanks!
 You: Thanks
 DarrenC: Upon checking, there is no available coverage equipment yet that is why your order is back ordered.
 DarrenC: But please do not worry, you will be notified through email once this is available to you.
 You: What about 3rd party products. Is there something I could buy myself that would help me?
 DarrenC: You may also call our Technical Care team at 1-800-937-8997 regarding to this.
 DarrenC: Yes, you can. But we cannot guarantee the service because we highly suggest to our customers to get a T-Mobile device for them to be compatible.
 DarrenC: Please let me know if you have further questions or clarifications.
 You: What do I look for when purchasing a 3rd party signal booster?
 You: (what is is called - does it have to have a particular spectrum, do I register it with you once I get it?)
 DarrenC: I'm sorry but we don't have the information regarding the other signal booster as we only have the signal booster from us.
 DarrenC: You may just call them as a signal booster.
 You: Why has coverage gotten so weak in my area. I'm very close to Seattle and Bellevue metro areas.
 You: Did you loose a cell tower in my area?
 You: (Where is the nearest tower to my address?) XXXX Hunts Point Rd, Hunts Point, WA
 DarrenC: Upon checking, I see here that there is a known ongoing outage on your area.
 DarrenC: But please do not worry, our Support Teams are engaged and working towards a resolution.
 You: Oh really. What is it, and when is it scheduled to be resolved?
 DarrenC: We do apologize for any inconvenience this had caused you.
 DarrenC: As of the moment, there is no announced estimated time of resolution yet.
 You: Ugh. This is very frustrating, as my phone is practically useless at home.
 DarrenC: No worries. Our Support Team are doing their best to get this issue fixed as soon as possible.
 DarrenC: Rest assured that once this issue gets resolved, you will be able to use the service properly.
 DarrenC: Do you have other questions that I can address?
 You: That's not very reassuring. "We don't know when, but sometime, hopefully in your lifetime, you'll be able to use a phone in your home..."
 You: You didn't answer my question about where the location of the nearest tower is - so I can get the best reception on that side of the house.
 DarrenC: Oh, I'm sorry for that.
 You: Can you tell me more about the nature of the "ongoing outage" so that I can decide for myself if it's something I want to wait for resolution?
 DarrenC: I have checked your area and the nearest tower is in Hunt's Point Rd.
 You: I live on Hunts Point Rd - where specifically?
 You: Signal strength is 0 or 1 bar at most.
 DarrenC: I'm sorry, but just to correct the information, the outage and the tower is on the Evergreen Point Rd.
 You: So the nearest tower is Evergreen Pt Rd, BUT it's not working (or is at reduced capacity?)
 DarrenC: The outage is customers will experience some calls and texts problems as well as the signal for data.
 DarrenC: It is partially working but it is having some difficulties regarding the signal.
 You: Yes, I frequently have my phone drop signal completely in my neighborhood.
 DarrenC: Oh, I'm really sorry to know that.
 DarrenC: I'm also a customer outside work and I feel you. No worries, I'm on your side, Mike.
 You: E.g., I have to drive 1 mi from my house to be able to send an SMS sometimes.
 You: I just don't understand why this problem is such a low priority for you to fix it.
 DarrenC: I completely understand how important your service was and I know how you feel. You may call our Technical Care team at 1-800-937-8997 regarding your signal booster.
 You: It sounds like you are just going to be happy to lose all your customers in my neighborhood to carriers that can actually provide coverage here.
 DarrenC: We really do apologize for the inconvenience this had caused you.
 You: What good will calling do? You said there are none in stock, and you don't know when they will be available?
 DarrenC: No, I am not happy about that.
 DarrenC: The Technical Care team are the appropriate department to call in regards to this signal booster.
 DarrenC: Please let me know if you have additional concern that I can address.
 You: But you already told me that I have one on order, and you will let me know when they are available, didn't you? So why would I wait on hold to talk to Technical Care? Can they do something more for me?
 DarrenC: I have checked and I see that you have an email set up for this and when you call the Technical Care team, they may have an alternate for that what is not on stock.
 DarrenC: The reason why I provided you the Technical Care team is for you to get to the right department as the orders for the Signal Booster are handled by the Technical Care team.
 DarrenC: Do you have further questions or clarifications?
 You: Yes. If I buy a zBoost, can I register it with t-mobile so I can use it in my home?
 You: If so, how do I register it?
 DarrenC: Yes, you can. But we cannot guarantee the service since it is not from a direct T-Mobile store.
 DarrenC: I mean direct T-Mobile Technical Department
 You: I understand, but what other choice do I have?
 DarrenC: T-Mobile automatically registers all signal boosters for customers at activation. If you are a T-Mobile customer who received a booster from T-Mobile you are already registered to the address where the device was shipped.
 DarrenC: You may also check this link for your reference, Mike: https://support.t-mobile.com/docs/DOC-9827
 You: I don't see how that is relevant - I have NOT received a booster from t-mobile, because you told me they are OUT OF STOCK???
 DarrenC: Mike, I said that "If you are a T-Mobile customer who received a booster from T-Mobile " and I didn't said that you already have one.
 You: Yes, but how does that information help me - it doesn't pertain to my situation.
 DarrenC: You are asking for the registration and we highly suggest that you should get a signal booster from T-Mobile since once you get one from T-Mobile, that will be automatically registered.
 DarrenC: And if you get a 3rd party booster, we cannot guarantee the service since it may not be compatible.
 DarrenC: I'm sorry but we are now having some issues with the Signal Booster Registration Tool as of the moment.
 DarrenC: Do you have additional concern that I can address?
 You: No, I just have the one concern - and it hasn't been addressed at all.
 DarrenC: Mike, I am here trying to help you out.
 You: But you've not helped me in any way, right?
 DarrenC: I have checked your request and it is back ordered.
 You: Yes, I knew that. But I have no idea how long it will take.
 DarrenC: I provided you the Technical Care team number because they are the one who should be contacted for the Signal Booster.
 You: So I don't know if I should just change carriers, or wait for the service to improve or get my booster.
 DarrenC: Yes, we too. We don't have the information on when it will be on stock as the Technical Care Team is the Appropriate department to contact in regards to the Signal Booster.
 You: OK. I have nothing more to say. Bye
 DarrenC: I have also checked your area and I see that there is a known outage and I have stated the there is.
 DarrenC: Please cooperate and be patient as I was trying to help you out here, Mike.
 DarrenC: I am doing my best to provide you the options to know about your reuqest for the signal booster.
 You: I've been very patient. But you keep either telling me things I already no (my service is bad) - and you have no information on when anything will get better.
 DarrenC: Yes, as of the moment, there is no announced time of resolution as we, we also wait for the announcement on when it will be fixed.
 You: I fell sorry for you, that the company does not give you enough information to do your job, but this chat has really not helped me make any other decision than it's time to change carriers.
 DarrenC: I'm sorry, Mike but we are just doing our job and we also have to wait for the upper department to announce the estimated date and time of resouliton on whne the outage will be resolved.
 You: Well, that sucks for both of us, then.
 DarrenC: If I could just go the extra mile to help you out with this, I could've done it already. I hope you understand.
 You: What is there I can do that I have not already done?
 DarrenC: If we can only provide you the signal booster immediately, however, the Technical Care team is the department who caters that type of request.
 You: Well, maybe you should complain to your manager that you need REAL INFORMATION to be able to help your under-served customers. Asking me to wait on hold with another department just to be told that the equipment I need is not available is not very helpful.
 DarrenC: I'm sorry if you feel that way, Mike.
 DarrenC: I really do apologize for any inconvenience this had caused you.
 You: No. Bye.
	T-Mobile: We have received your information and will connect you with a T-Mobile Chat Specialist soon.
	T-Mobile: A Chat Specialist will be with you soon.
	T-Mobile: Thank you for waiting. A Chat Specialist will be available shortly. For assistance with payment processing or account cancellation, please call Customer Care at (877) 746-0909.
	T-Mobile: We appreciate your patience. A Chat Specialist will be assigned to you soon.
	DarrenC: Hi, Mike!
	You: HI
	You: Hello?
	DarrenC: Thank you for contacting T-Mobile. I'm sorry to know that you're having issues with your order.
	DarrenC: No worries, I am here to help you out.
	DarrenC: Let me pull up your account real quick.
	You: Are you still there?
	DarrenC: One moment please.
	DarrenC: I'm still checking on your account.
	You: OK
	DarrenC: Thanks.
	DarrenC: Upon checking, I see here that your signal order was backdated due to there's no stock available.
	You: Are there no devices I can use that will boost my signal? It's been a long time.
	You: Coverage in my home is so bad, I have to go outside to talk on the phone.
	You: I was hoping to use WiFi calling - but it doesn't work with my (Nexus 5) phones.
	DarrenC: I'm sorry to hear that. Let me check this further for you.
	You: The customer service agent said that a signal booster would work for me. I had never heard of that, but I've been waiting and our coverage here at home still is terrible.
	DarrenC: Yes, that is correct. The signal booster can definitely improve your signal.
	DarrenC: Let me check if this is already available and I will get you to right department for you to get this device,
	You: Is this something I can by off the shelf instead of taking deliver from your (out-of-stock) supply?
	DarrenC: One moment while I check this for you.
	You: OK
	DarrenC: Thank you.
	DarrenC: Please give me another 1 to 2 minutes while I check this.
	You: OK
	DarrenC: Thanks!
	You: Thanks
	DarrenC: Upon checking, there is no available coverage equipment yet that is why your order is back ordered.
	DarrenC: But please do not worry, you will be notified through email once this is available to you.
	You: What about 3rd party products. Is there something I could buy myself that would help me?
	DarrenC: You may also call our Technical Care team at 1-800-937-8997 regarding to this.
	DarrenC: Yes, you can. But we cannot guarantee the service because we highly suggest to our customers to get a T-Mobile device for them to be compatible.
	DarrenC: Please let me know if you have further questions or clarifications.
	You: What do I look for when purchasing a 3rd party signal booster?
	You: (what is is called - does it have to have a particular spectrum, do I register it with you once I get it?)
	DarrenC: I'm sorry but we don't have the information regarding the other signal booster as we only have the signal booster from us.
	DarrenC: You may just call them as a signal booster.
	You: Why has coverage gotten so weak in my area. I'm very close to Seattle and Bellevue metro areas.
	You: Did you loose a cell tower in my area?
	You: (Where is the nearest tower to my address?) XXXX Hunts Point Rd, Hunts Point, WA
	DarrenC: Upon checking, I see here that there is a known ongoing outage on your area.
	DarrenC: But please do not worry, our Support Teams are engaged and working towards a resolution.
	You: Oh really. What is it, and when is it scheduled to be resolved?
	DarrenC: We do apologize for any inconvenience this had caused you.
	DarrenC: As of the moment, there is no announced estimated time of resolution yet.
	You: Ugh. This is very frustrating, as my phone is practically useless at home.
	DarrenC: No worries. Our Support Team are doing their best to get this issue fixed as soon as possible.
	DarrenC: Rest assured that once this issue gets resolved, you will be able to use the service properly.
	DarrenC: Do you have other questions that I can address?
	You: That's not very reassuring. "We don't know when, but sometime, hopefully in your lifetime, you'll be able to use a phone in your home..."
	You: You didn't answer my question about where the location of the nearest tower is - so I can get the best reception on that side of the house.
	DarrenC: Oh, I'm sorry for that.
	You: Can you tell me more about the nature of the "ongoing outage" so that I can decide for myself if it's something I want to wait for resolution?
	DarrenC: I have checked your area and the nearest tower is in Hunt's Point Rd.
	You: I live on Hunts Point Rd - where specifically?
	You: Signal strength is 0 or 1 bar at most.
	DarrenC: I'm sorry, but just to correct the information, the outage and the tower is on the Evergreen Point Rd.
	You: So the nearest tower is Evergreen Pt Rd, BUT it's not working (or is at reduced capacity?)
	DarrenC: The outage is customers will experience some calls and texts problems as well as the signal for data.
	DarrenC: It is partially working but it is having some difficulties regarding the signal.
	You: Yes, I frequently have my phone drop signal completely in my neighborhood.
	DarrenC: Oh, I'm really sorry to know that.
	DarrenC: I'm also a customer outside work and I feel you. No worries, I'm on your side, Mike.
	You: E.g., I have to drive 1 mi from my house to be able to send an SMS sometimes.
	You: I just don't understand why this problem is such a low priority for you to fix it.
	DarrenC: I completely understand how important your service was and I know how you feel. You may call our Technical Care team at 1-800-937-8997 regarding your signal booster.
	You: It sounds like you are just going to be happy to lose all your customers in my neighborhood to carriers that can actually provide coverage here.
	DarrenC: We really do apologize for the inconvenience this had caused you.
	You: What good will calling do? You said there are none in stock, and you don't know when they will be available?
	DarrenC: No, I am not happy about that.
	DarrenC: The Technical Care team are the appropriate department to call in regards to this signal booster.
	DarrenC: Please let me know if you have additional concern that I can address.
	You: But you already told me that I have one on order, and you will let me know when they are available, didn't you? So why would I wait on hold to talk to Technical Care? Can they do something more for me?
	DarrenC: I have checked and I see that you have an email set up for this and when you call the Technical Care team, they may have an alternate for that what is not on stock.
	DarrenC: The reason why I provided you the Technical Care team is for you to get to the right department as the orders for the Signal Booster are handled by the Technical Care team.
	DarrenC: Do you have further questions or clarifications?
	You: Yes. If I buy a zBoost, can I register it with t-mobile so I can use it in my home?
	You: If so, how do I register it?
	DarrenC: Yes, you can. But we cannot guarantee the service since it is not from a direct T-Mobile store.
	DarrenC: I mean direct T-Mobile Technical Department
	You: I understand, but what other choice do I have?
	DarrenC: T-Mobile automatically registers all signal boosters for customers at activation. If you are a T-Mobile customer who received a booster from T-Mobile you are already registered to the address where the device was shipped.
	DarrenC: You may also check this link for your reference, Mike: https://support.t-mobile.com/docs/DOC-9827
	You: I don't see how that is relevant - I have NOT received a booster from t-mobile, because you told me they are OUT OF STOCK???
	DarrenC: Mike, I said that "If you are a T-Mobile customer who received a booster from T-Mobile " and I didn't said that you already have one.
	You: Yes, but how does that information help me - it doesn't pertain to my situation.
	DarrenC: You are asking for the registration and we highly suggest that you should get a signal booster from T-Mobile since once you get one from T-Mobile, that will be automatically registered.
	DarrenC: And if you get a 3rd party booster, we cannot guarantee the service since it may not be compatible.
	DarrenC: I'm sorry but we are now having some issues with the Signal Booster Registration Tool as of the moment.
	DarrenC: Do you have additional concern that I can address?
	You: No, I just have the one concern - and it hasn't been addressed at all.
	DarrenC: Mike, I am here trying to help you out.
	You: But you've not helped me in any way, right?
	DarrenC: I have checked your request and it is back ordered.
	You: Yes, I knew that. But I have no idea how long it will take.
	DarrenC: I provided you the Technical Care team number because they are the one who should be contacted for the Signal Booster.
	You: So I don't know if I should just change carriers, or wait for the service to improve or get my booster.
	DarrenC: Yes, we too. We don't have the information on when it will be on stock as the Technical Care Team is the Appropriate department to contact in regards to the Signal Booster.
	You: OK. I have nothing more to say. Bye
	DarrenC: I have also checked your area and I see that there is a known outage and I have stated the there is.
	DarrenC: Please cooperate and be patient as I was trying to help you out here, Mike.
	DarrenC: I am doing my best to provide you the options to know about your reuqest for the signal booster.
	You: I've been very patient. But you keep either telling me things I already no (my service is bad) - and you have no information on when anything will get better.
	DarrenC: Yes, as of the moment, there is no announced time of resolution as we, we also wait for the announcement on when it will be fixed.
	You: I fell sorry for you, that the company does not give you enough information to do your job, but this chat has really not helped me make any other decision than it's time to change carriers.
	DarrenC: I'm sorry, Mike but we are just doing our job and we also have to wait for the upper department to announce the estimated date and time of resouliton on whne the outage will be resolved.
	You: Well, that sucks for both of us, then.
	DarrenC: If I could just go the extra mile to help you out with this, I could've done it already. I hope you understand.
	You: What is there I can do that I have not already done?
	DarrenC: If we can only provide you the signal booster immediately, however, the Technical Care team is the department who caters that type of request.
	You: Well, maybe you should complain to your manager that you need REAL INFORMATION to be able to help your under-served customers. Asking me to wait on hold with another department just to be told that the equipment I need is not available is not very helpful.
	DarrenC: I'm sorry if you feel that way, Mike.
	DarrenC: I really do apologize for any inconvenience this had caused you.
	You: No. Bye.