Customer service that actually answers the phone

How about hiring enough customer service reps to actually handle the number of calls you receive? I tried to call last night and gave up after being put on hold for 45 minutes. And that canned message "We try to answer your call after a few rings.....your call is really important to us.....".....that just gets insulting after hearing it for the 20th time.

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7 comments
  • They changed their message and now have an option to keep your place i the queue & call you back.
    I am waiting for a callback now.

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  • You're going to have a loooooong wait. They are not responding to any of the threads regarding this problem. Guess they don't care. I guess I need to find a new carrier.

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  • We do care! We know we have not been reaching the standards we set for ourselves or that our customers expect from us and we are working to get this resolved. We have recently brought a fresh batch of recruits onto the floor and already have more in training. We're actively searching for more Tingy folk to join us as well. We apologize for the wait times you and everyone have experienced. When we do connect with you we will deliver the thorough and helpful service you deserve. I have sent you an email you are welcome to reply to if you are still having problems with your service. Any response will come straight to me and I will be happy to assist in any way I can.

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  • Jason,

    This is basically the same response Ting support gave 6 months ago, citing Sprint's BYOD changes, adding GSM, and the Consumer Reports kudos as the cause.
    Since then you have added Ting GSM but I assume you had the business sense to have the support resources before adding them.
    This answer has progresses from an apparent crisis to just an excuse for poor service. Ting has not changes the cell phone model. The cell phone industry has changed Ting.

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  • I've only had to call Ting CS once and the experience was nothing short of blissful. I called and no one was immediately able to answer my call which I expected and didn't have a problem with. I don't mind waiting on hold for a few minutes, but instead of making me wait even a moment on hold I was given the option for a call-back when an agent was available. I happily chose that option. I could go on living my life without having to have my phone at my ear listening to horrible and repetitive holding music. A few minutes later I got a call back from a very helpful and knowledgeable Ting customer support rep. We discussed my problem and he said he'd go look into some things and gave me the option of, instead of being put on hold, having him call me back later when he had the needed info. A few minutes later he called back and had fixed the problem I was having. To me, that's how customer support should work. Ting, keep up the good work!

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  • I am trying to change my credit card for payments

     

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  • Hey Tacy, 

    You can change your credit card used for payments right from your Ting dashboard! Just log in and click "Account Settings" on the left side, and click the crayon next to the word "Billing", and update it there! If you have issues, reach out to us on our support page. 

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