T-Mobile Posts Third Quarter Results

lolkara

T-Mobile reported third quarter 2009 results this morning and the numbers are less than impressive. Let’s just get right to the chase and mention they reported that in the third quarter of 2009, total customers declined by 77,000, compared to net additions of 325,000 from the second quarter of 2009. Comparatively, the third quarter of 2008 was met by net customer additions of 670,000. The number of contract customers declined by 140,000 in the third quarter of 2009. The report claims the losses are due to an increase in the higher churn of contract customers, specifically from FlexPay customers. Contract customers compose 80% of the T-Mobile subscriber base, down from 81% in the previous quarter of 2009.

Churn was at 2.4% in the third quarter of 2009, up from 2.2% in the second quarter of 2009. T-mobile states that the reason for high churn was ” due in part to competitive intensity, including handset innovation, and the seasonal impact from the “back-to-school” window.”

That’s the bad news and really, it isn’t good. We’re T-Mobile cheerleaders around these parts but a net subscriber loss is a net subscriber loss, spinning that in a positive light is in a word, tough. With the introduction of the Even More and Even More Plus plans T-Mobile is gambling once again that lower rate plans are enough to attract the customers and frankly, they might succeed to some extent. To really make it happen though, to really get back in the game it’s going to take one thing, marketing. “It’s the marketing stupid” is a phrase that should be rife in Bellevue right about now. T-Mobile has what it takes to succeed, it just needs a better way of showcasing that it does, and current marketing isn’t cutting it. I love Catherine Zeta Jones but she hasn’t really been hot since Entrapment, so it’s time for a new spokesperson, a new ad campaign and a serious push toward serious business people. An unclogged, reliable, less expensive 3G network can make for a good case to business users and high dollar consumers so it’s time to give them the handsets to boot.

I hate to see negative numbers knowing the inevitable gloom and doom comments they will bring across the interwebs, never mind the certain comparisons to (shuddering)…Sprint. The fourth quarter is where it’s really at, where the Even More and Even More Plus plans really need to shine, we heard a big marketing campaign is coming and it had better be big, loud and with some chest pounding.

On that note, it’s time for some highlights:

  • On August 13, 2009, T-Mobile USA achieved the highest ranking in a tie for the J.D. Power and Associates 2009 Wireless Customer Care Performance StudySM – Volume 2. Since 2004, T-Mobile USA has received the highest ranking, including two ties, in nine of the last 10 Customer Care Performance Studies conducted by J.D. Power and Associates.
  • In August T-Mobile USA’s products and services started being offered in more than 4,000 RadioShack stores across the U.S. and Puerto Rico, almost doubling our national retail distribution network.
  • On September 17, 2009, T-Mobile USA received the highest ranking among national wireless carriers in the J.D. Power and Associates 2009 Wireless Retail Sales Satisfaction StudySM – Volume 2. The award further reflects T-Mobile’s continued achievements for overall customer experiences, whether in-store, online or on the phone.
  • On October 21, 2009, T-Mobile USA announced the fourth quarter of 2009 availability of the BlackBerry® Bold™ 9700 with Wi-Fi Calling from T-Mobile. It will be the first 3G-powered BlackBerry smartphone available through T-Mobile USA, adding to the holiday lineup of 3G converged devices such as the T-Mobile® myTouchTM and recently announced Samsung Behold®II. Additionally, on November 2, 2009, T-Mobile USA launched the national availability of the MotorolaTM CLIQTM. This is the first AndroidTM-powered device with MOTOBLURTM, a solution developed to manage and integrate communication sources together on the home screen.
  • On October 25, 2009, T-Mobile USA unveiled its new ‘Even More’ and ‘Even More Plus’ rate plans. These plans respond to customers’ needs for affordable nationwide calling, texting, and data plans; while providing new ways to get new phones and data devices with equipment installment plans.

Yahoo Finance

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  • watbetch

    I’m glad you have all the answers, yet none. What part don’t you understand about no family plan over 1500 minutes except unlimited? That is a waste of money for us most months and since the unlimited plans only allow EITHER unlimited lines *or* 200 minute lines. That doesn’t work for us and I’d imagine doesn’t work for many. Price out the new plans with our situation & you’ll see. We are essentially forced into unlimited for being just over the threshold but end up paying 2x as much.

    Quit bein a Dick. I never said it was in my contract. But I did say TMobile needs to expand coverage to make up for that lost area. Guaranteed or not that coverage WAS there and now it is not. Period.

    Unlimited is a LIE. Read the fine print. There are still limits. And you obviously aren’t even reading what I’m writing or your replies wouldn’t be so off-base. My example was the texting.. How is it fair for us to pay what works out to $1.25 per text on the unlimited texting option? Unlimited is not for everyone so there should be other options.

    Umm so they don’t monitor usage anymore but their terms say you can be booted for using too much? Umm.. That almost make sense..

    Using too much data puts your account on notice. That’s all that happens, if you ABUSE the service they will throttle you. There is no reason why anyone using a phone should go over 10 GB a month. They THROTTLE you if you use too much data. They can kick you off the network or terminate your contract if you roam too much too but I don’t see you whining about that. Unlimited that is capped at a certain point only applies to the data. Of which is a situation that only a FEW abusers will experience.
    Talk about whining just to whine.

    “*To provide the best network experience for all of our customers we may temporarily reduce data throughput for a small fraction of customers who use a disproportionate amount of bandwidth. Your data session, plan, or service may be suspended, terminated, or restricted for significant roaming or if you use your service in a way that interferes with our network or ability to provide quality service to other users”

    Works for me and 99% of people that don’t fall under this category.

    Shit or get off the pot. Seriously. If the new rate plans don’t work for you or if they are “too expensive/double the cost” you have a number of options, like getting a new carrier.

    You lost your unguaranteed roaming. That’s too bad, just like it says in your contract.

    If you don’t need whatever you “Suggested” and especially if it doesn’t apply to you, you shouldn’t suggest it. Simple as that.

  • Bill48105

    @zuben
    Yeah I am definitely not asking for $50 unlimited everything, just packages & add-ons that allow me to customize to fit my family’s needs. But like you said it seems we must be in the minority for sure because it seems like the cell companies are trying their best to increase revenues by making people pay for stuff they don’t really want or need.

    I think there are a few general classes of cell phone users so plans/phones available are going to cater to some & not others. Aside from that it is simple fairness too and I went into detail on that with my other comments I posted. I know they can’t please everyone but reasonable rate plans with good add-on options work well so people can customize it to their needs.

    LOL actually I am a geek I suppose (IT related work) and I love my gizmos & gadgets *but* just like I don’t want a microwave oven in my cell phone I don’t necessarily want everything else under the sun either. I find touch screens cumbersome for dialing/texting and way too easy to ‘butt dial’ or answer on accident. Frustrating all around. I like the old-school smartphones like the Cingular 2125 or HTC S710 that are phones 1st and ‘smartphones’ 2nd. Simple phone use with toys like email/web/gps when needed. Too often they put too much in, make the phone too expensive (up front, montly in fees like required unlimited data packages even if you never use data, replacement fees if you break/lose it or it gets stolen, or monthly for replacement insurance), they weigh too much & have crappy battery life, and they are too complicated to use as a phone. Anyway, I have servers, desktops, laptops, netbooks, mp3 players and last thing I need is for my cell phone to be all of that. And I shouldn’t be ripped off on phone service just because the cell company assumes I am going to use it a certain way.

  • Queen4111

    P.S. The cat pictures are ADORABLE!!!!!!!!!!!!!!!!!!!!!!!!!!

  • Bill48105

    @watbetch
    They shouldn’t call anything unlimited if there are hidden limits. Again, it’s a marketing ploy and if they say I get unlimited data then I should be able to do 10GB per month. (Let me be clear, I don’t want or need unlimited data so don’t say I’m whining because they are limiting me) But their network can’t handle that so they SAY you get unlimited & charge you extra for it but in the end you are only getting a fixed amount. And don’t tell me TMobile or any carrier wouldn’t drop me if I was on the phone 24×7 on an unlimited plan. They ALL will and call it abuse & breach of the terms & conditions when in reality you were just using what you paid for..

    Unlike yourself I can try to see things from other people’s perspective & that is why I made some of those suggestions that I might not use or benefit from.

    It is great the plans/coverage works for you. I too am likely in a 1% majority but in the lower end of usage rather than upper abuse levels like some. As I stated before, moving to another carrier & paying $200 per line for the right to do so because TMobile failed to put towers in place before they dropped the roaming agreements is not really much of an option.

    Again, my original post & now numerous replies were not to whine or bash TMobile. I was trying to put out there a few suggestions that might help TMobile gain or keep customers. For obvious reasons they may not all apply to everyone but not everyone wears size 10 shoe either.

  • ram tummala

    the EVEN MORE PLAN is JuST A RIP OFF!! i have 4 line family plan… unlimited texting and 3 data plans. I have the 1800 fav 5 Plan and i am paying a total of $220.00 a month. But NOW IF I UPGRADE!! I only have 2 choice.. the 1500 min plan.. or the unlimited Plan. The 1500 min plan is not enough for me. and Unlimited Plan.. there the breakdown of how much i will be paying. and if i go Even More Plus. I will be paying 500-600 for these phones.. THIS WHOLE STUFF IS BOGUS MARKETING!! DOESNT MAKE THINGS ANY CHEAPER!! WHEN THEY FORCE DATA PLANS ONTO PEOPLE!!

    Unlimited Family Plan – $99.99
    Extra Line – $30.00
    Extra Line 2 – $30.00
    Data Line 1 – $30.00
    Data Line 2 – $30.00
    Data Line 3 – $30.00
    Unlimited Texting – $20.00
    ____________________________________
    Total – $269.99

  • TomCruise

    they need to spend more money in advertising. heck with CZJ and all other faces that show up on Tmo site holding MT3G.

    has anyone seen the Storm2 ad with the lightening strikes? It rocks man. Even the Droid ads i saw during an NFL game over 2 weeks ago was awesome.

    these may not be super phones but they are being marketed well.

    i see Verizon and ATT billboards everywhere, they’re almost in people’s face to the point of being irritating sometimes. zilch, nada for Tmo.

    seems almost like Tmo doesn’t want to crowd their networks.

    Also i feel they should do away with the magenta color.

  • zuben

    The sidekick was a MICROSOFT fiasco. That’s another reason I wouldn’t want an MS smartphone. And Apple’s software is a PITA. So no Iphone. A linux phone might be interesting depending — That’s another reason for the PDA – it’s Palm, not WinCE.
    And all the marketing in the world won’t help word of mouth, especially with the younger people. They seem to just go by what friends say. And they want instant gratification. I think they are dumb for just wanting the “coolest” phone just because it’s cool. If they want it for functions they can use – fine. And they stick with it. But as soon as something different comes out – they will want that.
    If logic would work today, I’d say market to more middle of the road families that want service, value and have enough sense to tell their kids that the kid will use whatever phone the parents choose. If the kid doesn’t like it – too bad if he/she is young, and if over 18 – go get what you want and pay for it yourself.

  • pcjnyc

    I hate to be blunt. But I think the only way to reverse the slumping course is to offer the iPhone, after the AT&T exclusive is over of course. Face it, iPhone is a fashion statement. It’s hip. Its appeal has no age limit. I saw enough people over 50 using the iPhone. I have yet to see one with an Android-based phone.

  • rushmore

    Marketing and K Zeta are not going to help Tmo.

    Better phones and wider 3G coverage should and then the marketing wrapped around both.

  • Kershon

    Talk about marketing. What marketing? I haven’t seen a T-Mobile comercial on tv for 3 days. I have been watching fox news this morning on and off and have already seen comercials by verizon, att, and even us cellular. DT needs to go to Belvue and do a complete house cleaning and put some people in there with vision and a competive attitude. Just my 2 cents.

  • brian

    I would expect this. The new plans really go after boost mobile and the like (lower-end consumers). If you want the business class then you have to prove you can run with the big boys! You have to have a solid 3G network and very good coverage map. T-mobile lacks both. 3G is really only in MAJOR cities and even voice is far less than AT&T’s outside of major cities. I roam always on AT&T when I leave the city (and i have tmo).

    I think to complete the 3g rollout and beef-up tower even for voice in smaller cities. My brother just went to a university in Colombia, Missouri (and they have like 3 universities there!..he got a scholarship) ANYWAY he had to drop tmobile because they have like ONE tower in that town. I would think that the execs at tmo would consider college towns important (just from Marketing)! Kids go to them from big cities and try to call and each other AND family members back in big cities! If you don’t cover the town?! all the kids have to get new services…AND then the kids trash Tmobile to friends…bad word of mouth.

  • brian

    Oh, I have to agree with the other person that the Iphone is huge! I don’t want one but everyone else around me does. It’s group think but hey..if it sells your service! THEY need it! They could be sprint simply by having the IPhone and Tmo cheaper plans.

    I know Iphone hater will come out but it’s a business decision. Iphones sell!

  • 30014

    @Watbetch….u should work for tmo upper management. U have the same problem that they do, u are all in denial about how serious the companies problems are. U are trying to defend tmo’s business strategy even though the numbers show it not to be working. If I don’t hear any info about the g1v2 I will be another lost subscriber. One more thing, to the people on the blog that always say “leave if you’re not satisfied with tmo, they won’t miss u”. I guarantee u tmo is missing every single person that jumped ship to a different carrier.

  • Robert

    It’s almost funny to see an attempt by anybody associated with this site to ‘knock’ T-Mobile even if it was just a little because you’re still not even ‘honest’.

    T-Mobile is FAR from any position to be able to challenge any of the big 3 because they neither have the phones or the network to do it and NO… read that again for those on this site that obviously don’t understand… but NO amount of cute marketing will cure that.

    Their advertising on the T-Mobile site is a joke… the phones you crave? What… when you were 5? They don’t have a single phone that ANYBODY ‘craves’ that is over 21 right now… and their network seems to honestly be getting worse as well.

    While Sprint and Verizon have BOTH trumped us in Android… we sit back and the people on here talked about the G1 like it was the SINGLE BEST PHONE ever… and now nobody talks about it because we all learned real quick was about the biggest single piece of crap ever built.

    Maybe if the people associated with this site REALLY cared… they’d try and contact those that have any pull with T-Mobile and tell them to take a look at what some of their fans are saying now and understand that pulling the wool over people’s eyes will bogus claims of saving money while forcing people into expensive plans with data plans unlike the other carriers will never get it done.

    Never.

    • David

      Robert I can appreciate what you are saying but trust me there is more honesty to my writing than you might think.

      Believe me if I could T-mobile to take my calls this subject along with many others would be on my list of tough questions. They have all but ignored my pr requests up to this point and I see no change in their stance anytime soon. It’s easy to armchair quarterback all that I do but I’m not just a fanboy, I know what questions you want answered, unfortunately I don’t have offiial channels with which to get them answered.

  • MAXIMUS

    HAHAHAHA…..I’m really happy for T-Mobile. Quarter after quarter they see significant net losses and they’re still scratching their heads as to why. They know that’s it’s mainly in part to ‘competitive intensity and handset innovation’ and yet they continue to march down the same beaten path with Kath-Z in tow.

    Great customer service over the phone doesn’t make up for the lack of a good selection of handsets and weak marketing. JD Powers awards only hold worth in how well my Lexus IS 250 ranks amongst other cars in its class….not by how nice someone sounds on the phone because I can’t read my cell bill.

    Many of us have been outraged by the stupidity running amuck within T-Mobile’s corporate ranks and nothing is going to change until the names at the top change. Starting with the Grand Puba of Buffoonery – Robert Dotson.

    Instead of offering Mobile Makeovers they need to look within for a corporate makeover.

    They could easily skirt past Sprint but they’re continually missing the mark. If anyone knows someone on the executive team at T-Mobile I’d be more than happy to take a position in fixing what ills the company. I’ll offer some advance now.

    #1. Aggressively push handset makers to manufacture phones for your network. This includes brokering marketing partnerships that will showcase their phones while touting the 3G network. This means get good phones out to the customer base FAST!!! T-Mobile lacking a 3G capable Blackberry for nearly a year is a huge ding against in the prosumer and business sector. That alone has been a big contributor to your weak numbers. Handsets are key and if you don’t sort this out quickly you will suffer even more. For the love of God….stop selling us low end junk!!!

    #2. Marketing – Close out the contract with Kath-Z and send that campaign to the pastures. If I wanted to see cougars there’s lots of shows on TV for that. No disrespect to Kath-Z….you’re still hot aged wine in my book. Call me!
    Once you sort out the handset deals it becomes relatively easier to market. When you deliver ‘The Phones (plural) We Crave’ then people will really start to take notice. There’s nothing wrong with catering to the low end of the market…but all of the time??? No!! They’re not the ones who drive the market it’s the ones with cash to burn. Entice those with cool gadgets and features and you’ll see your profits increase.

    #3. Get the HSPA+ network out to all markets ASAP!!! T-Mobile doesn’t appear to be spending much time contributing to the LTE standards for voice being established (as it’s been reported recently) you need to show us exactly why not. Rolling out the network in more key markets (Los Angeles, New York, etc) will be a huge plus. Show the rest of the market why you’re not rushing to LTE and make sure 3G+ is as robust or better. Preferably better.

    That advice is free…..the rest comes at a $150,000/year salary. I don’t require a bonus…not yet at least.

  • Jose Gonzalez

    Tmobile needs a unlimited plan for mexico like Sprint and ATT have for $5 a month they get unlimited calling to mexico. For the rest of USA they need to advertise their android phones like Verizon is taking it to ATT.

  • NiiDiddy

    @MAXIMUS

    Couldn’t agree more!! Same thing I preached some one page ago on this blog!!!

    We love T-Mobile is why we are concerned…we aren’t the ones in denial here. We need the change so make something happen. We could be in 4th place and looking good. At this point we are lucky we are in 4th place; we dont deserve it!!!

  • MAXIMUS

    @NiiDiddy

    Thanks for the support.

    I’m sick and tired of being sick and tired of T-Mobile’s antics. They’re considered the laughing stock among their competitors. I was in a Verizon store last week. When I told the rep I was with T-Mobile she replied, “I know why you’re here…..they suck pretty bad huh?” I didn’t want to but IU had to agree with a lot of points she brought up. Scarce 3G network, lack of handsets. I had to agree….you get what you pay for.

    These clowns release these numbers today admitting what has been obvious for a couple years now (at least the past 2). They’re suffering because other carriers are being more aggressive in terms of marketing and phone variety. I’m sure after the call it was business as usual. Dumb asses!!!

  • Mike

    I for one am not impressed with the new rate plans and have noticed a decline in the customer service level I am used to at Tmobile. I called recently to discuss a billing error on the part of Tmo, and was bounced around a few departments without getting the issue resolved. I have a Mytouch 3g and renewed my contract, but am looking at paying the ETF, then moving to another carrier. While some carriers may be higher, I would get a better 3g footprint, more coverage, and after the issues Tmo has had lately with the sidekick and the service outage yesterday, reliability.

  • http://freehtc.com IWantDroid

    Step 1. Better 3G coverage
    Step 2. Flagship phone (something that can hang with the iPhone and now the Droid)
    Step 3. Market the flagship phone on a decent network.
    Step 4. PROFIT

    Honestly, TMO took a step in the wrong direction with these new plans also. Why would you alienate people on family plans. These plans do not fit the needs of many people on family plans with data. So you lose a large portion of your customer base that spend the most money???? Oh well, this just made it much easier for me to switch to Verizon because there isn’t that big of a difference in the price of the plans since I can’t renew my contract with the My Faves plan and get a subsidized phone. I don’t mind paying a few more dollars to get 3G when I’m in my home town and a 3.5″ sick Android phone.

  • http://freehtc.com IWantDroid

    Oh, and one more point. TMO actually had their chance to really make a great name for their self with the rollout of the first Android device (the G1). Unfortunately, they decided to go with a lackluster phone with not enough memory to hold its own for more than 6 months. They should have come just a little bit “harder”. T-Mobile had its hand all up in the rollout, and should have demanded a sexier device and made sure the specs were killer. Google and HTC really didn’t care what they put out because Google was all about the OS which will continue to evolve so they are good, and HTC will be able to drop new devices to what ever network with android if they so choose.

    T-Mobile however needed to hold its own. Since they seem to have a problem landing top of the line device roll-outs, they should have made sure to have a killer in the first place.

    They seriously need to get a killer Android device since they were the first to drop an Android phone. They need to leverage the fact that at the moment they are kind of synonymous with Android. Instead they are letting Verizon beat them to the punch with a real slick marketable iPhone competing Droid.

  • J

    I work for tmobile but I have been a critic. That being said I have to defend them some here.

    There is nothing wrong with having the mytouch. Its a good,though not great, phone. It has a good platform and good manufacturer. It just needs some tweaks in the next version like more processing power.

    Handset choices have improved greatly over a 1 year span. They just need to keep moving in that direction. Our best windows phone was the wing at this time last year. We finally have a top of the line blackberry. W finally have a selection of touchscreens. Not a fantastic lineup but still the right direction.

    The 3G network has grown rapidly and t-mobile is leapfrogging the competition in data speeds in some areas. Coverage is expanding every week and hspa is a reality. Not perfect again, but the right direction.

    The advertising still is what it is. I like that they recently attacked Verizon and At&t. There needs to be more aggressive advertising. That’s how you change perceptions. They need to attack sprint on that network they are building impersonating a 4g network. Even sprint and verizon don’t have a true 3g network.

  • deeznutz

    Face it, T-Mobile is and will ALWAYS be held with the ranks of Cricket, Boost, and the like.

    They’re not even in the same league as the “Big 3″! The Sidekick, wtf? Are they serious?

  • nr552

    the EVEN MORE PLAN is JuST A RIP OFF!! i have 4 line family plan… unlimited texting and 3 data plans. I have the 1800 fav 5 Plan and i am paying a total of $220.00 a month. But NOW IF I UPGRADE!! I only have 2 choice.. the 1500 min plan.. or the unlimited Plan. The 1500 min plan is not enough for me. and Unlimited Plan.. there the breakdown of how much i will be paying. and if i go Even More Plus. I will be paying 500-600 for these phones.. THIS WHOLE STUFF IS BOGUS MARKETING!! DOESNT MAKE THINGS ANY CHEAPER!! WHEN THEY FORCE DATA PLANS ONTO PEOPLE!!

    Unlimited Family Plan – $99.99
    Extra Line – $30.00
    Extra Line 2 – $30.00
    Data Line 1 – $30.00
    Data Line 2 – $30.00
    Data Line 3 – $30.00
    Unlimited Texting – $20.00
    ____________________________________
    Total – $269.99 ”

    You missed it… Even More Plus Unlimited everything
    2 Lines – $139.99
    Add line 3 – $30 (unlimited voice/txt)
    Data line3 – $25 (unlimited web)
    Add line 4 – $30 (unlimited voice/txt)

    _____________________________________
    Total $224.99

    For $4.99 more a month you get unlimited voice on all 4 lines.

    If you don’t need a ton of minutes on the 4th line you can drop that to 200 minutes, unlimited txt for $10, saving $20 a month.

    Just a thought.

  • 30014

    @J…. clearly the people that left think that there is something wrong with the mytouch. Who wants the mytouch when u can have the droid or the hero. It’s hard to keep being loyal when that loyalty isn’t being rewarded.

  • Grr

    The problem is, T-Mobile could not wait for the Hero or Droid to launch a flagship device. You couldn’t really depend on the G1 to carry you to now. They needed something out there ASAP and the MyTouch is what HTC had available at that the time they needed it. If the next version of the Mytouch doesn’t come out in a few months and doesn’t eclipse the other android phones, then T-Mobile has failed to deliver. I have seen IPhone users switch to the MyTouch and be happy with the swap, so it can’t be all that bad.

    I don’t really buy that the X10 is coming to T-Mobile. I’m not sold that T-Mobile is bringing in the N900 either. I do, however, think that T-Mobile is likely bringing the HD2. They proved they aren’t afraid of high end windows devices when they brought in the TP2.

  • http://paid2game.info joseph

    Never saw this coming! I mean releasing subpar crappy phones and lackluster plans=people jumping ship

  • J

    The current mytouch is a first Gen phone. It has a lot of positives to build on. Even on the fender version they have fixed some of the things people have complained about.

  • ZeroMovement

    @ Maximus

    I completely agree. You hit all the right points and in my opinion, the right order as well.

    1. PHONES, PHONES, PHONES – It doesn’t take a genius to figure out after 2+ years of hearing “the next Iphone killer” rants that maybe a phone comparable if not better than the…..wait for it…..Iphone, should be a target for handset additions to the company. How can T-mobile rightly claim in the latest adds that they’re bring America the phones we crave when they haven’t even been released yet. I’d probably only go for 2 phones in the current line-up of released phones as of today. I’m so unimpressed with the lineup that I’m still rocking the original Wing…..and yes it’s 2.5 years old.

    Bottom line TMO….Until you can realease a phone that has people sitting outside retail chains for 2+ days in lawn chairs, you aren’t close to have phones that America craves. “Wants” and “Craves” are 2 opposite ends of the spectrum. “Wants” keeps you in business, while “Craves” makes you the nations 2nd largest celluar company because none of the other companies can sell your “ICrave” phone. What’s that TMO…..you can’t get your hands on a “Crave” phone that puts you in the same position as AT&T with the Iphone? Well a little birdie told me that Sony Ericsson had a really cool phone coming out and Nokia too and HTC too, and neither have US carriers confirmed. Keep in mind too TMO, we’re not expecting you to perform miracles (yes we are) but baby….strike that….toddler steps are ok too. When Verizon launched the BB Storm, they experience mini camp outs at stores. It wasn’t reminiscent of the Iphone lines, but it counts towards a “Craved” phone.

    2. Marketing – You’ll probably never really hear someone say that they’re with their cell phone company because of the great ads that they produce (I’m talking about TV ads TMO not Kat-Z fantasy posters), but marketing goes hand in hand with having handsets that you want people to be interested in. You could have great handsets….exclusive ones even…..but if you don’t tell anyone about them what’s the point.

    Case in point. The Touch Pro 2. Like I said earlier, I’m still rocking the Wing, so I’ve been looking for the TP2 since this past January. If I hadn’t been looking for it though, would I even know that it was available on T-mobile? NO! I don’t even recall seeing a web advertisement for it, and yet it’s $350 subsidized on T-mobile’s website. Oh and if you’re wondering why I still have the Wing if I went searching and found the TP2 as a replacement, it’s because the TP2 is do-do brown with a resitive screen and looks nothing like the eye candy that I saw as being the TP2 from HTC that was being sold in Europe and even with the other US carriers. Bottom line it’s too expesive to be that ugly…..but I digress

    T-mobile needs to do an about-face on this whole myTouch 3G campaign. I mean really…..how much are the celebrities getting paid to have a cameo in these ads? I guess if that’s the route they wanted to go with the first one when it was just Whoopi, Phil, & Jessie, then….ok?!? But now there are new versions with more celebrities. In the mean time, Sprint puts out a Hero commercial along the same lines of how the phone customizes to “you” with zero celebrities and actually puts the focus on the phone. HMMMM….are we in 3rd place yet?

    I imagine a potential TMO consumer being like….. Yes….”If I want to be me…I’ll be me” (I’m so tired of that song), but the question is do you have any other phones….you know the ones I crave like you promised? Motorola Cliq? What’s that? I haven’t seen any commercials on that. Do you have anything cool coming out soon? Behold II/Nokia N900/Xperia X2/Touch HD2 (ok some of those are wishful thinking just incase any TMO execs are trying to figure out how to save thier jobs by reading this……now back to the potential customer) What are those? I haven’t seen any pre-release commercials for those like the one Verizon has for the Droid? Do yall have the Droid? Yall suck!

    3. Coverage – The top 4 carriers aren’t the top 4 because of my above comments. You’ve got to have a network to demand clientele. If Metro PCS could give me the fastest speeds available and the most service availability of any carrier out there, and still offer their current prices, I wouldn’t even be commenting on this board (do they even own towers?).

    How can Verizon be #1 and have the highest prices?……”There’s a map for that”.

    TMO you’ve got to expand coverage and upgrade your towers. Hopefully you see now that when you get behind in the technology game, it’s twice as hard to meet expectations.

    We thought project black would have addressed the area of coverage, but we didn’t know that project dark was code for turn out the lights in the office when not in use to save us money because Q3 isn’t looking so hot. There are way to many bottom feeders in the cell phone game, for T-mobile not to be seriously looking at aquisitions. Aquire or be aquired…….take it or leave it but when somebody asks “what happened?” years down the road when Verizon sucks up Magenta to add a GSM lineup alongside thier CDMA one and becomes the nations first multi-band carrier……..don’t say I didn’t tell you so.

  • MAXIMUS

    @J I’m sorry sir but I will have to strongly disagree with you about T-Mobile’s track record. I would expect you as a T-Mo employee to stand behind your company somewhat…they sustain your livelihood. But to say they’re better off than they were in a one year span is laughable. Let’s start with phones.

    You state the myTouch is a good phone…not great phone. That’s the #1 problem with your beloved company they don’t have any great phones. Never have and it appears they never will. How many Android phones has T-Mobile launched this year? Currently 3 and all of them are relatively the same in terms of hardware. Each one should be vastly better than the last…not the same. The Behold 2 is on it’s way….I’ll give you that one as the exception. 16GB of internal memory and a much improved processor. That’s the phone that should have been the flagship Android handset…the T-Mobile exclusive. A classic missed opportunity on the part of T-Mobile…but what’s new.
    I noticed you mentioned the 9700….I’ve also noticed that we as consumers are the last to get it. Roger and Bell made theirs available this week. What’s the delay? Katherine Z can’t make up her mind about what color lipstick she wants to wear for the commercial launch? I’m not going to ease up one bit….I’m a paying customer and I deserve better than this.

    The 3G coverage has grown you say? I’d like to see the actually spreadsheets in this one. I could probably ask my tower engineer friends over there how much better things are. I honestly wouldn’t know since T-Mobile doesn’t offer any 3G phones to my liking to test it out. It I stay around long enough I might get lucky to find out. The fact that your coverage lags behind the rest of the competition is mind boggling. What were they thinking. I remember 2 years ago hearing my friends employed by T-Mo tell me how the execs didn’t think data plans played a role in the carrier wars, thus the reason why they are dead last in the heap. 3G should have been rolled out 2 years ago. A complete disservice to the bulk of your customer base. The number today speak for themselves.

    You guys don’t even play ‘catch up’ well. These weak marketing attempts to spur interest in something you lack – competitiveness. Ever time I see the new marketing garbage I throw up alittle……The Phones You Crave…..WHERE????

    Seriously, what you need to do is compile a list of all the complaints and frustrations you see on this site, march right up to to the executive team and let them know EXACTLY how customers feel. My personal opinion – If they’re not going to give the customers what they want they should step aside.

    The biggest problem I see sets at the helm of T-Mobile….he’s a fat bastard that’s sucking the life out of the company. He is the problem that ails the company. He has no sense of innovation or direction in which to drive T-Mobile ahead of the competition. It appears Twinkies are the only thing on his mind.
    Dotson, the CTO and the rest of the executive team are the reason why T-Mobile is in shambles….they board should have given them their walking papers a long time ago. Want to turn a company around rapidly….start at the top. Apple did and so have many other companies.

  • TomCruise

    my first 2 months with mytouch were avg experience, maybe even below avg with lags experienced.

    in the last week since rooting the phone to cyanogen 4.2.3 and then clocking it to 528mhz i’m impressed with the phone.

    performance has gone up by 200% so we know its not a hardware problem on MT3G.

    whats sad is half the people who bought this phone will never see its true potential cause they would never root it. and the phone in its original avatar is just an avg phone.

    if T-Mobile is truly bent on increasing user experience they should have ensured the phone performs to its full potential. the tweak that’s available out there isn’t even a major one. it takes whole of 10 minutes.

    Then it could have been 1 of the phones users crave.

  • s.

    I’ve been with TMO since 2001/02, and i must say up until now i have been satisfied with the quality of product and pricing they’ve delivered. However, in the new arena of smart phones, which is the likely evolution of personal communication, they are barely PAR at best.

    I am not sold one bit on any of their new pricing plans, “smart phones” or their data network. I luckily got in on the 39.99 1000 min plan a long time ago and there 1000 min txt plan…….and it works for me. i also added the Edge plan for my hacked Iphone.

    at this point i would rather stay with what i have in my plan, pricing and phone, then go and buy a sub par TMO-subsidized smart phone and risk par phone-interface quality. I did have good results with the blackberry Curve, but again I desired a different interface for the device.

    i was sold on Android and HTC. i was happily awaiting the Hero to drop on TMO and BAM! no dice.

    i think TMO’s sole goal now should be to provide a significant quality increase in device selection.

  • MAXIMUS

    @ZeroMovement – YOU ARE A FUNNY GUY. I liked what you said so much I read it TWICE!!!

    Nice dig about Project Dark…..HILARIOUS!!!

  • Cliq Cliq

    Maximus, you’re 100% right on. I say it when I go home. The problem is at the top. For months, we haven’t mt company expectations. And then after all the internal hype on the MyTouch, I went through the training and was like, “This is it? The G1 is the same exact thing.” And based on Q3 results, consumers thought that way too and were not impressed.

    I get depressed coming to work. At this point you never know what direction this company takes for us, and what will be broken next. T-Mobile is trying, but in other multi-billion dollar industries, people get fired for lack of performance all the time. It was a sad day when Sue Nokes bounced. I personally felt like she was the only one that had a clue.

  • Sanjay

    I love the cat pics. Rub the cats belly for me. T-mobile just doesn’t get it. ZeroMovement said it all. Its about phones and coverage/network speed. IF they really want to catch up they now have to take the Amazon.com approach. Stop worrying about short term quarter to quarter profits and build up the brand/network. Start subsidizing top notch phones so manufacturers will die to partner with T-Mobile. Get to 21 Mbps NOW and not later.

  • Pliablemoose

    T-Mob needs the iPhone, they need to cut a deal with Apple now, and offer whatever it takes. They’re the only carrier that can use the iPhone in the US without a significant re-working, just a bit of tweaking of the frequency.

    Sadly, they’re so small, Apple is more likely to build a phone that works with Verizon’s network or upcoming 4G netowrk.

    Where does that leave T-Mobile? Screwed.

    I’m a t-Mobile customer for 5 years and I have significant Apple holdings.

    And guys, Project Dark just flat pissed me off, I actually priced out what a family plan on ATT would cost…

  • mattymatt72

    Poor management, that is the issue. I have been with tmobile since they were voicestream, so I have seen the good and the bad(actually, never really good but useable). The only time Tmobile had a device I ever really wanted and CRAVED was about 4 years ago when they had the nokia 8801( and I paid like 700 dollars for it).

    Why Do i stay on tmobile, I just havent changed. I have always been un-impressed with the Iphone, and what I have really wanted over the last almost year is a hero. Surely Tmobile( being the android king) woul dbe able to get this device for us, right? How hard should this be. I mean really. But now I see Sprint and Verizon have the device, tmobile? NA we dont need that, we have whoopie. Well tmobile, I saw the losses in customer base, and add 5 more lines to it. I am done.

    Tmobile employees that post on this site ripping people, and saying glad your gone. MAybe you should realize that the more of us gone, means the closer you are to being gone. Dumbass no customers mean no job.

    Finally, I love when peole try and show how much cheaper tmobile is to other carriers and use the even more plus plan prices. I agree these are cheaper then the plans at xyz carrier, but they have the phone costs built in. So if you are willing to pay what 450 out of pocket for that MYtouch, then your monthly bill is cheaper, but you had to pay 450 upfront to get it. Tmobile is cheaper in most cases, but its not by much, and you do have drawbacks for this slight monthly savings.

    So in closing, tmobile I see Big Red and I like it. I really will probably pass on the droid and get the droid eris(hero) Thats all that was need to keep me. A better android phone, with a 3.5mm headset jack( the moto cliq is garbage I had it and sent it back in a day). I guess that was to much to ask. And the behold 2 isnt it either, it seems to be made for idiots( and costs alot more then the eris) so magenta, me and my 5 lines are gone. Good luck, and until you chop off the head, nothing will change.

  • Zuben

    @mattymatt
    I agree with most of what you said, but some of us simply don’t care about the latest phones and we can go pick up something cheap at Tiger Direct.
    And about customers who don’t care about the latest and greatest – keeping 10 of those, especially with more than 2 lines should make money for TM.

  • 30014

    @Zuben the people that care about the latest phones are the one’s tmo can’t afford to lose. We are the one’s that purchase the data plans that make tmo the real money. The numbers don’t lie, high end phones make the difference not cheap Nokia flip phones. And unfortunately tmo only has mid range smartphones.

  • Grr

    More people leave due to the network than due to the phones. The TP2 was considered a top of the line phone and how many people did that pull in? If you have the network, people will come. Once you have more people, companies will make more phones for you. You can’t start with phones because if you do the phones will be expensive because the phone manufacturer knows there will be a more limited number sold by a wireless company with a smaller customer base. T-Mobile absolutely has to continue 2G and 3G expansion to stay alive. They are attacking the higher end users because they are beginning to offer the top data speeds of any other carrier.

  • MAXIMUS

    @30014 – EXACTLY! Customers with data plans are T-Mobile’s bread and butter.If this wasn’t true then why would they put so much effort now into rapid deployment of 3G? Because the other carriers are reaping HUGE profits from their data plan subscribers. They mandate any subscriber with a smartphone to carry a data plan and it makes perfect sense.

    Technology is a double edge sword if you stay ahead or with the trends you are tend to be pretty safe. If you fall behind and reject staying up with the direction technology is going you have a hard time catching up. This is exactly the pickle T-Mobile has put themselves in. The other carriers are laying 3G to bed and working on setting standards in LTE while deploying their net networks…T-Mobile is miserably trying to get 3G to all of their market areas and not contributing to the development of the LTE standards. The others carriers are….not T-Mobile.

    I’m a strong believer in the mantra of ‘You Reap What You Sow’. T-Mobile is reaping their harvest and it ain’t much to be proud of.

  • MAXIMUS

    @Grr – If I’m not mistaken the last number for T-Mobile’s subscriber base was in excess of 30 million…..it’s not a small number by any means. It this number is correct are you telling me that the bulk of the subscribers (let’s say 70%) have no concerns with the type of phones available from their carrier? Who are T-Mobile’s subscribers? Illegal immigrants? Lame brain teens? or maybe a bunch of cheap bastards looking for a deal? I think not. I think we are affluent individuals from different walks of life who have a variety of needs and want our carrier to cater them. The other carriers do such a great job at it…what’s T-Mobile’s problem?

  • Grr

    @Maximus

    You are way off base on T-Mobile and LTE. T-Mobile has already done LTE trials. The problem with LTE is it is not going to be ready for 2 years at best. It is not T-Mobile USA doing the trials, but it is still T-Mobile doing it. This is not something T-Mobile USA needs to be trialling while the parent company is already doing it. Verizon’s network is likely not going to get any faster until LTE. T-Moblie on the other hand can be offering up 42 – 84 MB/s before LTE is even really ready for the general public.

  • 30014

    @Grr the TP2 was never exclusive to tmo and everyone knew that. How could it pull people in when everyone offers it. I also notice people saying they still have gprs, where do u people live out in the boonies? Coverage may be a big factor, but I still say phone selection is the biggest culprit. Tmo’s press release even states that they are facing increased competition from other carriers offering innovative handsets. Nowhere did it mention anything about sub par coverage.

  • Grr

    30 Million is about right and I said nothing of the sort. Everyone has concerns about phones, but not everyone has the same concerns about phones. Not everyone wants a $700-$900 top of the line phone. The Iphone doesn’t sell so well because its a top of the line phone anymore. Its sells now because it is affordable and easy to use. AT&T and Apple can make them affordable because there are so many of them being sold. The same phone will not sell as much for T-Mobile because they have a smaller base. The manufacturer charges T-Mobile more per unit, so therefore the customer gets charged more for the phone.

    One thing I can tell you, even though the TP2 was considered a more advanced phone there were a lot more MyTouch phones sold.

  • 30014

    @Grr when the iphone first launched it was top of the line and expensive. That did not stop people from leaving tmo in large numbers to get it. People will pay for what they want, tmo can ask att about that. And for the tp2/mytouch thing, the mytouch sold more because of the software not the hardware. Winmo is on its way out while android is the new thing. The numbers don’t lie, remember that.

  • Grr

    I’ll give you the Iphone, but cannot name one phone that has ever had the impact of the Iphone. Sprint is still losing customers every quarter, so none of these major phones they have launched have done anything. The Iphone was a revolutionary phone. A phone, like the Droid, it just a very good phone. There is nothing about it that makes you think that this will be the best phone out there for the next year. In fact, I wouldn’t be surprised if there is a better phone being talked about in the next 2 months. With phones changing so rapidly, it is kinda of ridiculous to get married to a carrier over phones.

  • J

    i don’t say what say about tmobile out of any kind of loyalty. I want them to do well because it is a great company to work for. Near no one has a lot o faith in Dotson right now. There is a reason Alling was brought in. I would venture to say employees are more critical of upper management than any customer or shareholder. Employees have never worked so hard for this company and we are seeing less money for that work. There is a shopping list of items that have pissed me off about my company this year but at the same time I see good things changing especially when speaking about data.

  • MAXIMUS

    @Grr I’m not off base. I’m sure of that. It’s being reported on how mum T-Mobile has been with regards to it’s contributions to the LTE standardization. How can you make such an outlandish claim about T-Mobile testing LTE? T-Mobile US is not testing LTE. In Austria and the UK maybe but definitely not here. If you have evidence refuting that please make it available to all of us.

    In terms of phones…how can you say handsets don’t drive the market to some major degree? Even T-Mobile is saying it? They’re suffering because they can’t deliver on the Crave portion of their campaign. If AT&T thought phones aren’t what people want the iPhone wouldn’t be the success that it has become on their network. An with regards to T-Mo paying higher fees for the phones. Maybe if they had they wouldn’t set where they are now…dead last. How did Sprint get the Pre? How did Verizon get the Storm? How did AT&T get the iPhone? Look at the success of these phones on there networks. What does T-Mobile have that makes their customers stand in line for days/hours to buy? NOTHING! Don’t be foolish mate….handsets and other devices are the driving force behind happy customers. It’s not always having the cheapest plans….actually it’s not at all.

    It appears that Verizon is in my immediate future…hell…their rates are expensive. But the one thing I can count on is they have great coverage and an stellar lineup phones.

    Continue to drink the poison Kool-Aid T-Mo is handing out if you’d like. The next quarterly numbers will prove to be ‘Even More’ disastrous.

    I have a question for you. If customers aren’t leaving over phones why are they leaving? They certainly aren’t hanging around because of the cheap rates.

  • MAXIMUS

    @Grr I completely missed it. You said it. Phones are rapidly changing and the needs of the subscriber as well. The problem is T-Mobile isn’t getting of these rapidly changing phones. Not even very good ones…they’re all as mediocre as the ones the released before. You have to admit just as T-Mobile has that because of there weak representation in the market they can’t grab even one exclusive phone. It’s embarrassing. They were the first with Android. Big whoop! Even else had a look at the weak showing they made and decided to wait. Now all of the carriers have Android phones and they’re by leaps and bounds better than even the currently released Cliq – the sub par reiteration of the G1/myTouch.

    T-Mobile UK/Orange just sealed their deal today. I’m sure DT isn’t going to stand for the stupidity if the US outfit much longer. Time to put T-Mo US up for sale.