"This never happens."

Ting's promise of answering the phone with no hold times has officially become bullshit.  There hasn't been one time in the last year that I've called and not heard the entire script at least once.  One time, I even left a message.  You never bothered to call me back.

What gives Ting?  Why do you lie about this?

0

Comments

15 comments
  • So, it happened again today.  Your system actually timed out.  I was forced to leave a message.  Of course, you never bothered to call me back.

    This behavior is costing you referrals, and business.

    0
    Comment actions Permalink
  • I called you again, and went through the whole recording, and was forced to leave a message a second time.

    I called a third time just now and you're closed. 

    Nice.

    0
    Comment actions Permalink
  • Hi Martin,

    Sorry you have had trouble getting in touch with Support recently. We have had a number of record days in terms of support interactions in the past couple of weeks, and it has affected our performance at times. We have a large group of new recruits going through training right now, and I would expect normal service levels to be restored in the next ten to twenty days.

    To be clear, our intention is to provide the exceptional level of support that you are used to. We take this very seriously, and I assure you that our senior management team and support organization are spending significant time on correcting this.

    I appreciate your candid feedback, and thank you for any patience you can extend us. Apologies again for any inconvenience you experienced. 

    Thanks for being a Ting customer!

    0
    Comment actions Permalink
  • Yes, I called and left a message last night and put in a ticket as well.  Still no response. :(

     

    0
    Comment actions Permalink
  • Hey Karen, I found your request and have sent you an email so we can get you set up.

    0
    Comment actions Permalink
  • I am new to Ting and have had to call in multiple times in the last 48 hours. I was just thinking to myself this morning how I always hear the "This never happens" script while on hold. I guess with that odds I should go out and get a lotto ticket quick!

    0
    Comment actions Permalink
  • Space Cowboy,

    You follow much of the forum like I do. You** *know*** that Ting originally estimated mid to late February for GSM roll-out. I understand Ting support is now estimating late February for GSM testing.

    I expect this large change is going much slower than expected, but I can assure you is is coming. Some of the Ting Army is currently testing as Ting is adding the necessary features.

    Currently, there is no way to provision a SIM or access its setting using the dashboard, for instance. Currently, you cannot port over a number and the assigned number is locked to the SIM. Ting is actively working in these and other issues as this early alpha testing progresses.

    Alpha testing is for services that do not have all features. Beta testing is for wider testing after all features are in place.

    IMHO, Ting underestimated the effort needed to roll out GSM. I can also see issues since their compatibility checker has no way of determining if a device is SIM locked.Over the next few years, these issues should ease as the new unlocking rules take effect.

    0
    Comment actions Permalink
  • If you've had problems calling, have you tried using chat? I've had no problem connecting to support with chat and you open it up and wait to be connected while doing something else, assuming you have much of a wait.

    Despite the issues of getting a hold of someone, their support is still very good when compared with the experience I had with Sprint. When calling them, I could usually get someone pretty quickly, but I would oftentimes get conflicting information from them or be speaking with someone in another country who rarely had the power to do anything to correct my issue. Support tickets would be opened, and I would rarely get any followup without me having to place another call.

    0
    Comment actions Permalink
  • Scott,

    You mentioned having a group of new recruits getting ready for Ting support.

    I hope you have another wave queued up too. I expect demand for Ting GSM to be phenominal on top of the current support volume.

    0
    Comment actions Permalink
  • These latest comments are all off-topic.  This thread is about Ting's false representation that "This Never Happens."  In fact, it happens all the time.  Ting should change the recording.

    0
    Comment actions Permalink
  • No it doesn't.  The topic is "This Never Happens."  Telling me why it does happen says nothing about why Ting falsely claims it doesn't happen.

     

     

    0
    Comment actions Permalink
  • I think this may be a lame attempt at humor on Ting's part.

    0
    Comment actions Permalink
  • I think that, at one time, it may have been true.  But, for many reasons that are irrelevant, it isn't true anymore.

    0
    Comment actions Permalink
  • I will say that when I called in this morning, I was actually connected to someone immediately (within a couple rings). So I guess it can still happen, but it does seem the majority of times there will be some hold.

    0
    Comment actions Permalink
  • I have a few questions about Ting because I'm looking to switch carriers. I have already received an email from Ting personal shopper request and it states, and I quote:

    " Customer Service is available from 8am - 1am (ET) Mon-Fri, 8am - 8pm Sat & Sun
    No-hold toll-free: 1-855-846-4389 "

    So Mon-Fri they are available until 1am ET. No hold toll free. I did not get a person to answer. I called 3 times. Personally, this is usually not a big deal to me, I'm used to not getting a live person at any company I call; sprint, bank of america, water utility, etc. BUT... BUT if you are going to advertise as NO-HOLD Call for help. Speak to a human. then at least live up to it. I hate when companies use false or misleading, deceptive advertising. It would be better for TING not to advertise NO HOLD if they aren't going to provide it.

    0
    Comment actions Permalink

Please sign in to leave a comment.