A company is only as good as its customer service and by that barometer, T-Mobile is doing pretty good. Or it was, until now.
If you are ever having a problem with T-Mobile, there are three ways to solicit help: through T-Force (a team of customer service representatives that can be reached via Facebook and X), by going to the chat option in the app, or visiting a nearby store.
The general consensus is that your chances of getting assistance are the highest when you contact T-Force. It looks like T-Mobile caught wind of that and decided to make it a little worse, which is something it has been doing to many aspects of its business.
According to The Mobile Report, the forms that T-Force sends to customers to fill out are hosted on the website of a company called Khoros. Although the company itself is legit and counts many well-known organisations including Google, Target, and Slack as its clients, the links generated for the forms would look fishy to any customer vigilant enough to check for such details.
Would you trust a link that looked like this? | Image Credit - The Mobile Report
That in itself is of course not a problem but what may come across as objectionable to some customers is that those forms often contain sensitive information and ideally, T-Mobile should not trust another company with them. Then, again, T-Mobile has proven time and again, to both customers and government agencies, that it cannot exactly be relied upon for safeguarding data. Maybe Khoros will do a better job of it?
Khoros is a customer engagement software company that provides tools to improve customer experience. And Khoros, like other companies these days, is big on AI. That's not confidence-inspiring and raises privacy and security concerns.
Anam Hamid is a computer scientist turned tech journalist who has a keen interest in the tech world, with a particular focus on smartphones and tablets. She has previously written for Android Headlines and has also been a ghostwriter for several tech and car publications. Anam is not a tech hoarder and believes in using her gadgets for as long as possible. She is concerned about smartphone addiction and its impact on future generations, but she also appreciates the convenience that phones have brought into our lives. Anam is excited about technological advancements like folding screens and under-display sensors, and she often wonders about the future of technology. She values the overall experience of a device more than its individual specs and admires companies that deliver durable, high-quality products. In her free time, Anam enjoys reading, scrolling through Reddit and Instagram, and occasionally refreshing her programming skills through tutorials.
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