Customer Service has been (shockingly) disappointing - a stark contrast to how Ting used to be.

I was about as die hard a Ting fan as they come, but lately Ting's customer service has been plummeting. I'm actually embarrassed that I used to brag about their support and service so much. I'm starting to see more and more complaints like the above. My personal experience has been similar over the past 6 to 8 months. As of next week I'm headed over to T-Mobile (and I thought that would never happen). There's just no way I'm investing in three iphones with nonexistent customer support. What a shame because Ting initially set the bar so high.

0

Comments

16 comments
  • I agree.
    I have been with Ting since June 2012 but I am starting the process of moving 3 of my 4 lnes to Verizon and retiring the fourth.
    Ting has lost its reason for existing.

    0
    Comment actions Permalink
  • I recognize your name, Bruce. You've been a valuable member of the Ting Army for several years. Your input on these forums has helped me many times. Thank you.

    0
    Comment actions Permalink
  • Perhaps I should take another look at Verizon. Do you mind if I ask your thoughts on that as opposed to T-Mobile?

    0
    Comment actions Permalink
  • Verizon & AT&T have the better radio frequencies for mobile phones since they started first.
    Coverage of the networks varies depending on your location. In my case, the "Sprint" network is really owned by the regional carrier, nTelos. That means no LTE anytime soon. My T-Mobile coverage is marginal. I need good cellular service.
    Even with my corporate discount, I will be paying more with Verizon, but the reliability will be better. Ting had the customer support advantage, but it just took 2 days to get a response to an online chat! That response time used to be unacceptable for phone support.

    0
    Comment actions Permalink
  • I was on the beach last week. My son on Verizon had pretty good coverage even though they indicated he might not have service.
    My other son on Ting CDMA (Sprint) was roaming on Verizon.
    My wife & I on Ting GSM (T-Mobile) had very spotty coverage.

    0
    Comment actions Permalink
  • I've noticed the same thing about customer service. I've also had reception issues recently, and the house we just moved to doesn't get reception with Ting anyway. So now I have two reasons to switch to Verizon: lack of reception, and lacking customer service. Only problem now is that I can't get pertinent info for porting my number over to Verizon, so now Ting has left me without phone service since neither phone works for me here. Gee, thanks guys. Definitely not recommending them to anyone in the future. I too used to rave about Ting.

    0
    Comment actions Permalink
  • Mary Beth, go to your account and then account setting and toward the bottom is port out information.

    0
    Comment actions Permalink
  • Thanks for your input, Bruce. Good information to know.

    0
    Comment actions Permalink
  • What information are you missing?
    You account number is at https://ting.com/account/update_account_info
    For the Ting CDMA device PIN, go to https://ting.com/account/devices and select your device. The MSL is the PIN.
    For Ting GSM, I do not know what additional information is needed.

    0
    Comment actions Permalink
  • Ginger has the better answer for porting out.

    Thank you, Ginger.

    0
    Comment actions Permalink
  • Thank you Ginger and Bruce! I was able to find the information I needed on the account page. I found both numbers, the MSL and PIN, so between those two I should be all set when I talk to Verizon.

    Also, I was with Verizon before switching to Ting and had no "dead spots" or reception issues. That's one of the major reasons why I'm going back to them. Definitely more expensive than Ting but way more reliable.

    Thanks again and take care!

    0
    Comment actions Permalink
  • This year has seen a lot of things that pushed our support volumes way past what we were expecting. FED, Consumer reports, adding GSM, among others. We have ramped out our hiring and will steadily be increasing the number of agents we have working our support lines. We set that bar high because that is where we want it too. We are working hard to get Ting support back to the quickness it became known for and appreciate the patience of all our customers while we have worked through these growing pains.

    0
    Comment actions Permalink
  • I understand all the reasons; I truly do. The problem is that I have been hearing the excuses for 6 - 8 months and the fact remains that customers are left with virtually no support right now.

    0
    Comment actions Permalink
  • I've been with Ting since the beta days (yeah, that long). I still refer people to them, but I haven't been much lately until they can get back up to speed.

    I too have noticed a marked slowdown in the customer support, and just the "little things" that have gone wrong. A great example is my "pay with Amazon" account. Been paying with that since Ting started offering it. For some reason this month, they said they couldn't bill it. I went to Amazon, yep, the billing agreement was still active. I emailed Ting. I got a response back a day later that they would retry. Lo and behold, it worked later that day, and I got billed twice. I then replied back to support as such, and have still not yet heard back.

    I really do hope they can give us an ETA on when they expect to be ramped back up. I agree with Ginger in that this has been going on for way too long. I know FED and GSM (APN settings, etc) have been problematic, but 6-8 months does seem sort of a long time to get back up to speed.

    0
    Comment actions Permalink
  • Hi Jon. The Amazon payment problem luckily wasn't one that lasted too long. I did see you were double billed on it this month and have processed a refund for one of those transactions. I will send you an email as well so you can contact me should anything go awry with the refund.

    0
    Comment actions Permalink
  • As to the question of an ETA for our service times getting back to where they should be, I have good news. We have had once new batch of recruits hit the phones this week and will be adding another group as of next week. We are already lining up hiring and training for the next group too. Ting service is getting back to where it should be, and we're doing it soon!

    0
    Comment actions Permalink

Please sign in to leave a comment.