Deutsche Telekom Says T-Mobile USA Staff Cuts Not Related To AT&T Talks

With the FCC restarting the clock that continues the approval process for AT&T’s takeover of T-Mobile USA, Deutsche Telekom is defending recent job cuts and insisting the AT&T deal has nothing to do with said job cuts. In the past few months Deutsche Telekom has cut almost 2,600 jobs at T-Mobile USA call centers calling that a natural “fluctuation” in their staff count.

“We have not carried out any measures to cut jobs ahead of the planned T-Mobile USA sale to AT&T,” a Deutsche Telekom spokesman said late on Friday. In the past 12 months the workforce has been reduced by 2,000 but that is in line with normal fluctuations.” The U.S. unit employs 36,000 people at present.

This brings us back to our end of July editorial about T-Mobile USA customer service having taken a turn for the worse partially due to longer than usual hold times. I guess now we know at least part of the reason why. If any employees have any insight as to these recent job cuts and how these 2,600 employees were chosen for job cuts email us and let us know. We’re interested in hearing your thoughts.

Reuters

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  • extra5

    It seems that places where I get reception has decreased along with the strength of my reception signal over the last year.  For example, I no longer get any cell reception with T-Mobile when driving through Lone Pine, California.   I am wondering if anyone else has experienced this.

    • JB6464

      100% agree.
      Coverage is pathetic now in my area and getting worse each week.
      And the 4G/HSPA+ T-Mobile states Ohio has is a total joke.
      I can’t wait for the acquisition to be approved or i’m moving on.

      • Kyle Phillips

        Yes, I have experienced an unusual drop in coverage where I live (Reno, Nv). I have 4 bars of 4g at my residence but would only get .5-1mbps on download speeds. It still shows 4 bars of 4g but now I have horrible reception and dropped calls plus I can’t get any data. If I drive 2 minutes north I go to 2g. It shows this entire area blanketed with 4g for miles. They even said they did another upgrade to hspa+ here. When hspa+ first came it was very apparent where I worked, 8mbps/down. And after the speed upgrade it dropped to a max of 3mbps and data goes in and out. I’m not hesitant to believe they’re cutting short ends to save cash until the buyout is approved.

        • Realcool2000

          Hahha all of you saying that your coverage is getting worse is pathetic.

          The employee drop in customer service is understandable and true, but making it out like your service/coverage is slowly getting bad is a joke.

          What do you propose is happening? Do you think T mobile is shutting off its towers b4 the merger is finished? Are they spending their time sabotaging their network.

          All of you are ridiculous complaining about this, get a life….

        • voganville

          My feelings exactly. Our small busines has been treated very well by t-mobile. They even let me return my sensation for its poor audio.

          I chose T-mobile for value and that is what I got and might I add much more.

          As far as feeling sick over a cecell phone company merger you have a couple options:
          1. Invest your time in something fulfilling like education, work or church and use your phone as a tool.
          2. Switch to the perceived best technology every few years.
          3. Experience emotional ups and downs whenever a cell phone companry releases bad news.

          On a side note I would like to encourage other small businesses o pursue T-mobile. They have some great deals right now.

        • Guest

          Read this thread. With all these changes going on across the organization, why is this so hard to believe?

    • JB6464

      100% agree.
      Coverage is pathetic now in my area and getting worse each week.
      And the 4G/HSPA+ T-Mobile states Ohio has is a total joke.
      I can’t wait for the acquisition to be approved or i’m moving on.

    • JB6464

      100% agree.
      Coverage is pathetic now in my area and getting worse each week.
      And the 4G/HSPA+ T-Mobile states Ohio has is a total joke.
      I can’t wait for the acquisition to be approved or i’m moving on.

    • Guest

      San Diego here agreeing as well. With no change in use, my I’ve gone from zero dropped calls to one a week, now to several.

      I had been saying this had to happen. I came from AT&T and dropped calls every day. They must get current T-Mo customers accustomed to AT&T network quality slowly.

      By the time the merger goes through, I’m sure I’ll be right back to where I was with AT&T (which was obviously enough for me to jump ship).

  • Tmoemployee

    Wow wait times are insane now

  • guest

    the change with this is that employees arent being replaced like in times past….

    • ducatiswagg2

      This is true. They aren’t really cutting jobs. Ppl are quitting or getting fired of natural means. However about a month or so after the announcement, T-Mobile started a hiring freeze. Now the reason hold times is crazy is due to of course not replacing reps, but also T-Mobile is making so many changes at once i.e plan changes, policy changes, suspension fees, etc. These reasons are driving ppl to call more. So more calls but less ppl to answer equals a mess!

  • Call center employee

    Do they genuinely think anyone believes this? Wonder if it was said with a straight face..

  • Lalkobes87

    I’m an employee the reason for this is because they have made it unbareable to work there… They don’t look out for the customer anymore instead they care about how many exchanges we do or if the customer calls back or not… They don’t really care if the customer had a good experience… So most of the so called “lay offs” are employees leaving…

  • Not Fooled by DT’s Lies

    I call BS on this one. Amazing how these elitist bastards can get away with this. Just need enough money to pay off the politicians and then you can do or say whatever you want. What a country!

    • The ATL Guy

      You have any evidence bribes have been paid?
      You see the media LOVES that $hit and loves to bust that stuff up. 
      Dont worry I dont expect you to prove your wild allegations. 
      BTW and if you site how ATT made political contributions NO MEDIA OR COURT would say that rises to the level of, “pay offs” that you tin foil hatters claim. 
      Call Alex Jones maybe he can help you . 

  • Not Fooled by DT’s Lies

    I call BS on this one. Amazing how these elitist bastards can get away with this. Just need enough money to pay off the politicians and then you can do or say whatever you want. What a country!

  • Anon.

    I also work for T-Mobile, there have not been any lay-offs. The difference is that reps in certain areas (not all areas, just some) are not being replaces after normal attrition.  This is something DT and T-Mobile said was going to happen way back at the beginning of this process. 

    Don’t get me wrong, I think the acquisition sucks, and is a really bad idea (first time I have ever sided with Al Franken on ANYTHING…) but let’s call this what it is, normal attrition, not lay-offs. No one has been asked to leave T-Mobile….

    • Phershey128

      You are right. This is not a layoff. This is from ppl quitting or getting fired for doing stupid things like slamming accts or being rude to customers. We at tmobile do not tolerate this type of behavior. We are asked to upsell products but only after the issue is resolved. This is a common practice with all cell companies. I worked for Alltel before Verizon bought them out. We had to offer products as well. Nothing has been said about only 10 percent being kept. I am dealing with new customers every day that are porting over to us due to the great rate plans we are offering. If you want a choice of great android phones and affordable rate plans Tmobile is the compsny to go with.

    • Bullzi

      thats bs i work for tmobile and in my center people getting fired left and right for policies they would have never been fire for one person was fired for using a curse word and he didnt say it to the customer no customer heard just his sup now me personally i said many curse words on the floor its a habbit not cause im a jerk but never been fired im hearing about the reasons people are being let go and its just  a shame.

  • Just for sake of argument, couldn’t this be due to the fact that T-Mo continues to lose market share, and, as it is a for-profit company, perhaps management is trying to save money?  I am not so naive to believe that they aren’t doing some of this ahead of the merger, but any company has to make cost cutting moves in the face of a lousy economy and declining market share.

  • Just for sake of argument, couldn’t this be due to the fact that T-Mo continues to lose market share, and, as it is a for-profit company, perhaps management is trying to save money?  I am not so naive to believe that they aren’t doing some of this ahead of the merger, but any company has to make cost cutting moves in the face of a lousy economy and declining market share.

    • ColdFeet

      That makes sense to you and me but the majority of people just wanna blame AT&T for every negative change. If you notice, everyone here says “it’s AT&T’s fault” when something like this happens, or if they eliminate a special deal but will turn around and say “T-Mobile is the best and this is why the merger shouldn’t happen” when T-Mobile comes out with a new way to save money.

      If we’re going to blame AT&T for this, we need to make sure and give AT&T props for coming out wiith cheaper than everyone else unlimited everything family plans. No more picking and choosing.

      • The ATL Guy

        Exactly. 
        ATT just added unlimited mobile to ANY mobile on their unlimited text package. 

      • The ATL Guy

        Exactly. 
        ATT just added unlimited mobile to ANY mobile on their unlimited text package. 

  • Mr_atl404

    Former Tmo Employee here…..I got out when the storm was brewing…because I knew something was about to happen when all of a sudden they came one day and told us our focus has shifted from primarily providing customer service to now being “Sales and then services”. So in other words you want me to try and upsale 20.00 dollar net to someone who can barely get reception…..oh and can barely pay their bill. Oh and yeah u gotta do it in less time = rush the customer off the phone whether the issue was resolved or not.
    @lalkobes87, is absolutely right! Its gotten 10 times worse than when I was there. And its only been about 5 months since I left. I still have friends there. Who say the sales req have gone up and talk time req have gone down. The new automated sys has customers irrate before they even get to a rep. Tmo service is going down. And these new plans are tricking customers as well. Its a sad day at Tmo. I do know when the lay offs do come….as it applies at my old called center in SC….they are only keeping the top 10% and then those who were hired before march 2011…..everyone else is being offered a generic severance package that they’ve already been presented with as a call center.

    • Ggdron00

      The sivr was fixed and now allows for customers to simply say “representative” and it transfers them to a csr.

      • pinto

        i can verify this. i called this morning. got a person right away, they didnt try to upsell me nothing. was able to accomplish what i originally called for in a quick timely manner.

        • the_truth

          If that call is monitored–the CSR will be reprimanded for not trying to sell.

    • Lalkobes87

      Yes It’s a horrible place to work I put my 2 weeks in last week because it’s unbelievable..my call center has lost over 200 people in 3 months because everyone can’t stand it anymore

    • Lalkobes87

      Yes It’s a horrible place to work I put my 2 weeks in last week because it’s unbelievable..my call center has lost over 200 people in 3 months because everyone can’t stand it anymore

      • Bryan Flanagan

        bet you work in kc

    • CRT24

      I can’t speak to what is going on in call centers but there have been no job “cuts” in my market for retail….but actually quite the opposite as we are hiring new people to replace one that leave. To say these new plans are “tricking customers” though is just about the dumbest thing I have heard on this blog and as far as the focus on sales I would say its about time for that. You can have good customer service and sales focus at the same time and one of the reasons we are in this position in the first place is that we have been solely focused on family and good feelings thinking if we did that, the sales would take care of themselves. Obviously that did not happen now we are in a position to be more aggressive with sales.

    • CRT24

      I can’t speak to what is going on in call centers but there have been no job “cuts” in my market for retail….but actually quite the opposite as we are hiring new people to replace one that leave. To say these new plans are “tricking customers” though is just about the dumbest thing I have heard on this blog and as far as the focus on sales I would say its about time for that. You can have good customer service and sales focus at the same time and one of the reasons we are in this position in the first place is that we have been solely focused on family and good feelings thinking if we did that, the sales would take care of themselves. Obviously that did not happen now we are in a position to be more aggressive with sales.

      • Dewey Cox

        and what exactly is the position we are in???? on our knees or bent over???
        They have to replace people because you have to have enough staff for the hours that you are open. You cannot force people to work open to close, especially here in California where management is hourly. It is about staffing, not service!
        My question to you is…why, when they have nothing to gain, are they enacting policies that should have been in place years ago?
        Far too little and far too late for this “new” T-Mobile.
        Trust me, EVERYTHING that they are doing is because of the buy out. 

    • CRT24

      I can’t speak to what is going on in call centers but there have been no job “cuts” in my market for retail….but actually quite the opposite as we are hiring new people to replace one that leave. To say these new plans are “tricking customers” though is just about the dumbest thing I have heard on this blog and as far as the focus on sales I would say its about time for that. You can have good customer service and sales focus at the same time and one of the reasons we are in this position in the first place is that we have been solely focused on family and good feelings thinking if we did that, the sales would take care of themselves. Obviously that did not happen now we are in a position to be more aggressive with sales.

    • David

      I can tell its being rushed! I had a customer the other day come in…. Wanted the value plan, came in to buy his phone had his deposit money in hand and ready… when i look…. the CS rep put him on classic…. after talking to Care for 20 mins all they can tell me is “There is no buyers remorse on rate plan, if the customer wants he can cancel for $200” PS – he was on Even more Plus before so he had no contract…… its crazy!!!!

      • tmoguy

        Store managers can reverse the contract in case that happens… :)

  • Mr_atl404

    Former Tmo Employee here…..I got out when the storm was brewing…because I knew something was about to happen when all of a sudden they came one day and told us our focus has shifted from primarily providing customer service to now being “Sales and then services”. So in other words you want me to try and upsale 20.00 dollar net to someone who can barely get reception…..oh and can barely pay their bill. Oh and yeah u gotta do it in less time = rush the customer off the phone whether the issue was resolved or not.
    @lalkobes87, is absolutely right! Its gotten 10 times worse than when I was there. And its only been about 5 months since I left. I still have friends there. Who say the sales req have gone up and talk time req have gone down. The new automated sys has customers irrate before they even get to a rep. Tmo service is going down. And these new plans are tricking customers as well. Its a sad day at Tmo. I do know when the lay offs do come….as it applies at my old called center in SC….they are only keeping the top 10% and then those who were hired before march 2011…..everyone else is being offered a generic severance package that they’ve already been presented with as a call center.

  • Mr_atl404

    Former Tmo Employee here…..I got out when the storm was brewing…because I knew something was about to happen when all of a sudden they came one day and told us our focus has shifted from primarily providing customer service to now being “Sales and then services”. So in other words you want me to try and upsale 20.00 dollar net to someone who can barely get reception…..oh and can barely pay their bill. Oh and yeah u gotta do it in less time = rush the customer off the phone whether the issue was resolved or not.
    @lalkobes87, is absolutely right! Its gotten 10 times worse than when I was there. And its only been about 5 months since I left. I still have friends there. Who say the sales req have gone up and talk time req have gone down. The new automated sys has customers irrate before they even get to a rep. Tmo service is going down. And these new plans are tricking customers as well. Its a sad day at Tmo. I do know when the lay offs do come….as it applies at my old called center in SC….they are only keeping the top 10% and then those who were hired before march 2011…..everyone else is being offered a generic severance package that they’ve already been presented with as a call center.

  • Anonymous

    The AT&T-mo goal now is to make T-MO so bad that the merger makes good sense…..

  • Anonymous

    The AT&T-mo goal now is to make T-MO so bad that the merger makes good sense…..

  • Anonymous

    The AT&T-mo goal now is to make T-MO so bad that the merger makes good sense…..

    • Jon

      No disrespect to anyone here, but the notion that t-mobile is trying to make the customers experience as bad as possible is simply the “placebo effect.” Look, I think most people can agree this merger is bad for consumers and innovation. But I assure you at&t has zero affect on how t-mobile is currently running day-to-day business. My wife and the tmob employees under her direction are still focused on providing the best customer service in the industry. For anyone to suggest otherwise is insulting my wife’s 11 year voicestream/tmobile career.

      • Anonymous

        With all due respect to your wife, the influence of At&T is happening much higher on the corporate ladder.

      • Anonymous

        With all due respect to your wife, the influence of At&T is happening much higher on the corporate ladder.

        • Jon

          I woudn’t disagree with you that at corparate level at&t and bellvue are working together to make the merger as seemless as possible. But I KNOW for a fact the “boots on the ground”, if you will, haven’t changed a bit. The expectations my wife sets are the same as before. I listen to calls everyday as my wife monitors and scores calls from her laptop. Now, it maybe that the reps morale isn’t what it use to be because of the uncertaintee and that is to be expected. But as far as the overall metrics and the standards that the managers hold their coaches and reps to, that hasn’t changed. There has not been a conspiracy to trash customer service to make customers favor the merger as you are trying to assert.

        • Jon

          I woudn’t disagree with you that at corparate level at&t and bellvue are working together to make the merger as seemless as possible. But I KNOW for a fact the “boots on the ground”, if you will, haven’t changed a bit. The expectations my wife sets are the same as before. I listen to calls everyday as my wife monitors and scores calls from her laptop. Now, it maybe that the reps morale isn’t what it use to be because of the uncertaintee and that is to be expected. But as far as the overall metrics and the standards that the managers hold their coaches and reps to, that hasn’t changed. There has not been a conspiracy to trash customer service to make customers favor the merger as you are trying to assert.

        • Jon

          I woudn’t disagree with you that at corparate level at&t and bellvue are working together to make the merger as seemless as possible. But I KNOW for a fact the “boots on the ground”, if you will, haven’t changed a bit. The expectations my wife sets are the same as before. I listen to calls everyday as my wife monitors and scores calls from her laptop. Now, it maybe that the reps morale isn’t what it use to be because of the uncertaintee and that is to be expected. But as far as the overall metrics and the standards that the managers hold their coaches and reps to, that hasn’t changed. There has not been a conspiracy to trash customer service to make customers favor the merger as you are trying to assert.

        • Bullzi

          you are so wrong im a rep that takes calls in the dept we call stc last level of tech been with tmobile for some time now its is getting bad the metrics are near impossible to meet and if you meet one its hard to meet the other we are held accountable for exchanging devices even when our systems tells us too. tell me how can i control following my system. sounds pretty stupid.

        • Bullzi

          you are so wrong im a rep that takes calls in the dept we call stc last level of tech been with tmobile for some time now its is getting bad the metrics are near impossible to meet and if you meet one its hard to meet the other we are held accountable for exchanging devices even when our systems tells us too. tell me how can i control following my system. sounds pretty stupid.

        • The ATL Guy

          LOL! REEEEALLY? 
          And you have some sort of PROOF?
          Better call Alex Jones! 

        • The ATL Guy

          LOL! REEEEALLY? 
          And you have some sort of PROOF?
          Better call Alex Jones! 

        • The ATL Guy

          LOL! REEEEALLY? 
          And you have some sort of PROOF?
          Better call Alex Jones! 

        • The ATL Guy

          LOL! REEEEALLY? 
          And you have some sort of PROOF?
          Better call Alex Jones! 

      • Anonymous

        With all due respect to your wife, the influence of At&T is happening much higher on the corporate ladder.

    • The ATL Guy

      WTF?!?! A big 100 pound bag of stupid right in the face. 

  • Jon

    I am not a fan of my wife, who is a t-mobile call center manager, becoming an at&t drone, but what is happening should not be characterized as lay-offs. This is simple attrition. At&t is also going through a similar situation. T-mobile and at&t are allowing natural attrition to occur and then choosing to not replace those employees. The hope here, is that by allowing natural attrition to occur the new at&tmobile won’t have to lay-off thousands of employees….my hope, for the sake of competition, continued innovation and fairness to consumers is that this deal falls through; but again DT is right here. It’s simple attrition.

    • Anonymous

      and if attrition does not meet their goals, then there will be layoffs.

      • Jon

        There is no goal. Natural attrition happens for both companies at this time of the year. The thought going into this is that both at&t and tmobile attrition rate is around 4%-6%. If that rate holds true there won’t be layoffs. I hate this merger as much as the next guy, but at least at&t wants to keep ‘the cream of the crop’ and is willing to shed their dead weight to keep the best tmob has to offer…

        • Anonymous

          I’m sure every state that has a t-mobile call center has been told that they “have no plans to close” such and such call center. I’m sure ATT is going to keep Maine’s call center going….yeah, right…….

        • the_truth

          I highly doubt it.Since you specifically reference that call center–then you must be aware of what’s going on there.

        • the_truth

          I highly doubt it.Since you specifically reference that call center–then you must be aware of what’s going on there.

        • Jon

          Closing a call center because there is a redundant at&t center close by is also a very real possibilty. That doesn’t mean the employees of the closed call center won’t be offered comparable possitions with at&t. It might mean those employees have to figure out the logistics of moving. My wife and I discuss this on a weekly basis. If her center is closed, but she is offered a position and that 5k signing bonus, we can use that bonus to move to where she is asked to go. It is life changing, no doubt. But it isn’t the end of the world. And if the center is closed and there is no offer, she will have a six month severence package to use while she applies at a verizon call center ;)

        • Emp 9

          Six month severance? Ha, better check those figures.

        • Jon

          Since this affects my family directly, I kinda know what I’m talkin’ about. The severance package is six months. It maybe something different on the retail side….don’t know and don’t care. And a half years salary for her is roughly 35k, so if that’s what it comes to, so be it.

  • MattMJB0188

    Earlier this year I had AT&T for a while due to work and I found them to be great, honestly.  I don’t know why everyone makes them out to be this horrible company.  Their service was great and their customer service was excellent.  They accidentally billed me an ETF and waived it with no problem.  They also have 3G where I live where T-Mobile does not.  I have been with T-Mobile for 6 years and honestly I’m not threatened at all by them purchasing T-Mobile USA.  If its NOT AT&T then its just going to be another company.   

    • Erik24

      Exactly! Finally someone that I could agree with. I also have at&t my wife t-mobile over here in richmond Virginia at&t works much better than t-mobile also provides much better reception inside buildings. Also did I mention at&t worked 2 hours after the earthquake? T-mobile didn’t work till the next day how lame lol what a terrible company. My wife will be cancelling t-mobile and will be joining me on my at&t plan. Yes I know at&t is much more expensive but I don’t care as long as I get better reception and it works quick after earthquakes I don’t mind paying 200 bucks a month.

      • Thatgirl00

        Both of u couldnt say it better! I have sprint and Verizon but I agree t-mobile is crap when it comes to emergencies. Everyone in my family has t-mobile I’m da only one with sprint and Verizon. And when the earthquake hit EVERYONE in my family on T-Mobile didn’t have service till the next day how pathetic if u ask me they all had to borrow my sprint and Verizon phone and my friends at&t Samsung infuse because they were the only ones that worked. I always tought at&t sucked but I was wrong when I saw my friends ar&t infuse worked fine like I said only Verizon, sprint and at&t worked. I read on another post on here that someone mentioned that he was surprised at&t is rated the worse carrier out there in consumer reports. And yet in a state of emergency at&t always works better than t-mobile which gets better ratings on consumer reports..

        • d w

          Really, So when hurricane Katrina and Ike hit T-Mobile had service faster than ATT could have. During Katrina, ATT customers had to roam on TMO for weeks because they couldn’t get their network back on air. Natural disasters cause different types of damages to different type of damage to different parts of the network. If either one had a switch or backhaul transport fail, then you will see longer response times in getting them repaired.

        • Jon

          Well said dw. Tmobile also credited thousands of accounts and restored services to suspened accounts for more than a year after katrina. Tmobile took a pretty good financial hit to basically allow customers they knew never had any intention on paying their bill to go uninterrupted for months. But it was the right thing to do and it shows the commitment tmobile has to its communities. Tmobile didn’t let a few bad apple customers ruin the desparate situation some people were in down there.

      • Cocobrow2

        I have Tmo and I love it. I live in Richmond VA and I had cell phone service the same day of the earthquake.

    • Erik24

      Exactly! Finally someone that I could agree with. I also have at&t my wife t-mobile over here in richmond Virginia at&t works much better than t-mobile also provides much better reception inside buildings. Also did I mention at&t worked 2 hours after the earthquake? T-mobile didn’t work till the next day how lame lol what a terrible company. My wife will be cancelling t-mobile and will be joining me on my at&t plan. Yes I know at&t is much more expensive but I don’t care as long as I get better reception and it works quick after earthquakes I don’t mind paying 200 bucks a month.

    • Tamu

      People don’t like AT&T because they know how to “screw” people of and charge lot more than tmo for their not so gr8 customer service.

      • The ATL Guy

        a company charging more is not screwing you. stop being a victim and take some responsibility for yourself.
        the market will speak if a company is charging too much last I checked at&t had many many times more customers then T blow.
        at&t is now including free mobile to mobile when you purchase unlimited text.
        that right there is a pretty damn good deal considering how many people are migrating to cell phone only.

      • The ATL Guy

        I would say upwards of 90 percent of consumers will never have too much of a problem with the customer service of their cell phone provider.
        it’s usually the people that can’t pay their bills or they expect a free upgrade that b**** about customer service

        • jarjon76

          You’re right, for the most part, but I would say AT&T has a long track record of poor customer service. I doubt all of that has to do with the shady customer.

          As far as what to expect if the merger/takeover/buyout/whatever you want to call happens, I’m taking the “wait and see” approach. I’m not looking forward to to being on AT&T, but I’ll go in with an open mind. If I don’t like being with them, I’ll walk away when my contract expires. A lot of people are panicking and overreacting over something that’s really not worth getting worked up over.

          Like most, I LOVE being with T-Mobile, but if they go away life goes on. It’s not going to change my life in a major way. At worst, I’ll have to pay more on my cell phone bill and while that’s not ideal it’s not something I’m going freak out about.

        • jarjon76

          You’re right, for the most part, but I would say AT&T has a long track record of poor customer service. I doubt all of that has to do with the shady customer.

          As far as what to expect if the merger/takeover/buyout/whatever you want to call happens, I’m taking the “wait and see” approach. I’m not looking forward to to being on AT&T, but I’ll go in with an open mind. If I don’t like being with them, I’ll walk away when my contract expires. A lot of people are panicking and overreacting over something that’s really not worth getting worked up over.

          Like most, I LOVE being with T-Mobile, but if they go away life goes on. It’s not going to change my life in a major way. At worst, I’ll have to pay more on my cell phone bill and while that’s not ideal it’s not something I’m going freak out about.

        • jarjon76

          You’re right, for the most part, but I would say AT&T has a long track record of poor customer service. I doubt all of that has to do with the shady customer.

          As far as what to expect if the merger/takeover/buyout/whatever you want to call happens, I’m taking the “wait and see” approach. I’m not looking forward to to being on AT&T, but I’ll go in with an open mind. If I don’t like being with them, I’ll walk away when my contract expires. A lot of people are panicking and overreacting over something that’s really not worth getting worked up over.

          Like most, I LOVE being with T-Mobile, but if they go away life goes on. It’s not going to change my life in a major way. At worst, I’ll have to pay more on my cell phone bill and while that’s not ideal it’s not something I’m going freak out about.

        • jarjon76

          You’re right, for the most part, but I would say AT&T has a long track record of poor customer service. I doubt all of that has to do with the shady customer.

          As far as what to expect if the merger/takeover/buyout/whatever you want to call happens, I’m taking the “wait and see” approach. I’m not looking forward to to being on AT&T, but I’ll go in with an open mind. If I don’t like being with them, I’ll walk away when my contract expires. A lot of people are panicking and overreacting over something that’s really not worth getting worked up over.

          Like most, I LOVE being with T-Mobile, but if they go away life goes on. It’s not going to change my life in a major way. At worst, I’ll have to pay more on my cell phone bill and while that’s not ideal it’s not something I’m going freak out about.

  • t-mo drone

    T-mo call center employee here. I have seen a few people let go, but they deserved it. There are only 2 or 3 centers that are still allowed to hire and they have specialty queues they have to keep staffed. I think the only customer care that is being hired right now is outsourced in the Philippines. There has always been pressure over call times and call backs, those are major metrics at any call center. As for the sales piece, t-mo needs to make some money. I get that, the metrics they have for it are definitely agressive but not impossible. They have said our customer service used to be important because we didn’t have much else to offer. Now that we have better phones, service, and plans, our ooey gooey customer service is not the focus it used to be. Our quality scores are no longer about the customer relationship building, but a checklist of policy. If you want better service, do yourself a favor and skip saying “representative” in the ivr. Follow the correct prompts to get to the correct department or go in to the store.

    • ItsMichaelNotMike

      LOL… there was that rude, condescending store employee who expressed anger that customers were calling or going into his store seeking help.  He said customers should not be coming into the store, but rather stick to calling customer care.

      http://www.tmonews.com/2011/08/t-mobile-posts-second-quarter-financials-loses-50000-customers/

      And now you say people should “go in the store.”

      So there’s a call center employee saying “go in the store” and a store employee saying use the call center, “don’t come into my store.”

      There you have it, why T-Mobile is losing thousands of customers every month.

      • The ATL Guy

        Werent you leaving?
        I didnt see post after post about how you are back like you did when you were leaving and wanted everyone to know. 

        • CM Punk’s Text

          Michael is a crybaby.  All he does is post about how his life stinks.  Must be a cruddy life to live when nothing makes you happy.

          As a side note, always better to go into the store.  Reps, if not busy, are happy to help (usually) and if they don’t know an answer, can call care themselves and have the same tools to answer questions!

  • t-mo drone

    T-mo call center employee here. I have seen a few people let go, but they deserved it. There are only 2 or 3 centers that are still allowed to hire and they have specialty queues they have to keep staffed. I think the only customer care that is being hired right now is outsourced in the Philippines. There has always been pressure over call times and call backs, those are major metrics at any call center. As for the sales piece, t-mo needs to make some money. I get that, the metrics they have for it are definitely agressive but not impossible. They have said our customer service used to be important because we didn’t have much else to offer. Now that we have better phones, service, and plans, our ooey gooey customer service is not the focus it used to be. Our quality scores are no longer about the customer relationship building, but a checklist of policy. If you want better service, do yourself a favor and skip saying “representative” in the ivr. Follow the correct prompts to get to the correct department or go in to the store.

  • The ATL Guy

    Lookiforward to November so I can upgrade my phone to the Hercules and 2 so I snap this piece of $hit mytouch 4g in half

    • Auser72

      Sent my mt4g back twice for random reboots. Still does i, I know I’m about to upgrade and sell it.

      • The ATL Guy

        Ya bummer my first one also did that.
        Wifi allows drops on my current one but not on my wifes nexus accessing the same hone wifi.
        Now since GB update selecting text within a window like this message I am typing has become a pain in the ass.
        The Hercules will blow away the Sensation although I will miss the polish of sense.
        I read on 1 of the tech web sites that sense 3.5 is supposed to eliminate
        some of the lag of sense 3.0.

        • The ATL Guy

          actually on all 3 of the my touch 4g’s I have used there has been the issue of dropping wifi.

        • Its like anything that gets manufactured by people, you have good and bad batches. Depends on how attentive the people are that work in the plants. like any human being, we have good days and bad days. with that being said, i bought 2 MT4G’s when first released and only had software issue with one. Rooting and flashing a new Rom solved that issue, and both have been fine since. just recently updated to sensation, and had some software issues too, which a root and Rom flash also solved. seems like the dev community always improve the crappy software that gets loaded. sad that its shipped like that though, but the devs working for these corporations have deadlines to keep and quailty software is not at the top of their list

    • Smooth3d

      I’ve had great luck with my mytouch 4g, have fun in samsung land!

      • Auser72

        I feel it is a great phone when working correctly. I believe the problem is with the espresso u.i.. It’s not as smooth as sense 3.0, and tends to slow or impede performance when multitasking. If it had sense u.i., slightly larger screen and processor, I would keep phone for atleast another year.

      • The ATL Guy

        No company is perfect but HTC KNOWINGLY put out a phone with a defective screen and tmobile did nothing for us. We had to return the phone in hopes of getting a good screen.
        Wr never got a decent dock probably because of low sales.

        • HTC has put out a few phones with bad screens, the evo, the hd2, both had screen bleed issues.

        • The ATL Guy

          Here is the funny thing though. I had my first mytouch 4g for so long and I didn’t even know I had a bad screen. The difference is breath taking. 

        • Add the Sensation to that list.

  • Anyone else highly amused by the fact the first related article is a piece David wrote not long before the acquisition was announced saying DT was not interested in selling T-Mobile US? lol

    Oh, also, if there are any call center employees surprised by this, then you drank the Kool-Aid management gave us way too fast. “Natural Attrition” = change the way CC operates and fire anyone that doesn’t get in line. I’m just doing my best to ride it out until AT&T takes over and hope for the best.

    • It’s funny you mention that…I wrote that on what, March 1st?! I was just thinking that this morning how strange that was. How little did we know…

      • Yeah, everything felt a little surreal when it was announced. I felt pretty betrayed when I was reading it on Engadget before we even got an internal email :/

        And how about those Carly ads we were running at the time! Those commercials were still running at the time the acquisition was announced … so people were seeing “AT&T TO PURCHASE T-MOBILE USA” on the news, then seeing our “Hey guys AT&T sucks, step up to the nation’s largest 4G network” message during the commercial break. Funny stuff now that I look back on it, but I was PISSED at the time.

        • phoenix

          I agree! I was highly pissed off when I found out. I was at dinner and couldn’t even finish my meal, lol.

    • It’s funny you mention that…I wrote that on what, March 1st?! I was just thinking that this morning how strange that was. How little did we know…

  • Anyone else highly amused by the fact the first related article is a piece David wrote not long before the acquisition was announced saying DT was not interested in selling T-Mobile US? lol

    Oh, also, if there are any call center employees surprised by this, then you drank the Kool-Aid management gave us way too fast. “Natural Attrition” = change the way CC operates and fire anyone that doesn’t get in line. I’m just doing my best to ride it out until AT&T takes over and hope for the best.

  • Anyone else highly amused by the fact the first related article is a piece David wrote not long before the acquisition was announced saying DT was not interested in selling T-Mobile US? lol

    Oh, also, if there are any call center employees surprised by this, then you drank the Kool-Aid management gave us way too fast. “Natural Attrition” = change the way CC operates and fire anyone that doesn’t get in line. I’m just doing my best to ride it out until AT&T takes over and hope for the best.

  • BigMixxx

    We always learned at work, Listen to what corporate does not say.  They did say AT&T talks.  They did not say AT&T buyout.  They did not say operating along the lines of AT&T.

  • Tatdude806

    Two Simple Words… BULL SH*T!

  • Tatdude806

    Two Simple Words… BULL SH*T!

  • Tatdude806

    Two Simple Words… BULL SH*T!

  • Tatdude806

    Two Simple Words… BULL SH*T!

  • Okay how many more signs do we need that the merger WILL go through…..I hope you all invested in some teflon drawls because we are sooooo phucked…..lol

    • VisionBlind

      was that supposed to be funny?

    • VisionBlind

      was that supposed to be funny?

  • ducatiswagg2

    In addition to my previous comment of there are you lay offs, just natural attrition(however a hiring freeze)… The record remains that while every other cell company has had layoff, T-Mobile USA has never had a layoff. #Ever

    • Na

      then why are the hiring in philipines.  they are liers

    • Na

      then why are the hiring in philipines.  they are liers

    • Na

      then why are the hiring in philipines.  they are liers

    • Stann1027

      When you hire at will and play people like pons who are just trying to support their families to secure millions for your own pocket then who needs to lay off. Hire at will means they can cut extra fat with no intention of hiring back. A layoff is not a money game but lack of work and T-Mobile is not lacking anymore work than they did before 2600 hit the unemployment line. They are offering extra hours on a daily basis is Oakland maine

    • Stann1027

      When you hire at will and play people like pons who are just trying to support their families to secure millions for your own pocket then who needs to lay off. Hire at will means they can cut extra fat with no intention of hiring back. A layoff is not a money game but lack of work and T-Mobile is not lacking anymore work than they did before 2600 hit the unemployment line. They are offering extra hours on a daily basis is Oakland maine

  • Tito!

    suuuuure. T-Mobile’s twitter account being almost nonexistent is just a coincidence as well, right?
    Looke Deutche Telekom, we don’t like you either.
    Just give us T-Mobile USA & the name, and everything will be fine!
    Hell, give Google a 75% Stake if your have too! I rather them own this company.
    Than, stingy Germans who’s business plan failed.

  • Ralphexantus

    seriosult tmobile is getting worst by the minute need another carrier to go to asap.

    • CM Punk’s Text

      GRAMMAR.  USE IT.

    • CM Punk’s Text

      GRAMMAR.  USE IT.

  • derek 21

    Some of these posts are outrageous , 2,600 people lost their job in today’s economy and no i’m not one of them , and your talking ish about a company lol something is really wrong with that picture. 

  • Youngt82

    But what I dont is if T-MOBILE is losing money, doing bad or going forward with the merger than why is it I noticed there’s way more T-Mobile stores than At&t in new york and matter of fact they just build a new store around my way, and that’s the 4th store by me. Hmm?

    • Na hh

      the need contracts and every new activation does that.

    • Na hh

      the need contracts and every new activation does that.

    • Na hh

      the need contracts and every new activation does that.

    • Na hh

      the need contracts and every new activation does that.

  • Moe

    I think that deutche telekom is trying to f’up the deal with ATT. What other explanation could there be for first class shitty custome service, forcing products on customers that they don’t want, playing with the rate plan every 3 or 4 months, scaring people that flex pay will expire…Sure seems like they want to chase all the customers away. Perhaps another gem in one of those private ATT memos is that they will buy the company but all customers have to be gone. ATT only wants the network.

  • Moe

    I think that deutche telekom is trying to f’up the deal with ATT. What other explanation could there be for first class shitty custome service, forcing products on customers that they don’t want, playing with the rate plan every 3 or 4 months, scaring people that flex pay will expire…Sure seems like they want to chase all the customers away. Perhaps another gem in one of those private ATT memos is that they will buy the company but all customers have to be gone. ATT only wants the network.

  • Moe

    I think that deutche telekom is trying to f’up the deal with ATT. What other explanation could there be for first class shitty custome service, forcing products on customers that they don’t want, playing with the rate plan every 3 or 4 months, scaring people that flex pay will expire…Sure seems like they want to chase all the customers away. Perhaps another gem in one of those private ATT memos is that they will buy the company but all customers have to be gone. ATT only wants the network.

    • They are trying to make the company look as bad as possible, to make it seem like they can’t exist without At&t playing white knight to come and save them. I guess they are thinking the worse the make it look, the better the chances for approval or some crap.

    • 123

      LOL if you really think that then …well your an idiot

  • Na

    They are lying, my building aalone has lost 400 employees, that’s more then half the call center. T-Mobile stopped caring about their employees and customer and I believe are trying to get as many customers as possible under contract to meet AT&T’s demands. Everything requires a contract , the 200 mb data plan has overage and they don’t want to tell people about it. They also are going to be the only big 4 carrier to not have the iphone because they don’t care about what their customers want they want $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$, that is it.

    • the_truth

      Sounds like my call center. And–they converted TWO training rooms into one big game room that upper management mostly uses. What’s that sound like?? Seasonal??

    • Joeshmoe

      This is completey true. I am a rep myself

    • Anonymous

      I’m glad Sprint is getting the Samsung Galaxy S2. It’s gonna make it really easy to make the switch. Goodbye T-Mobile and get lost AT&T…that is if the merger goes through.

    • Anonymous

      I’m glad Sprint is getting the Samsung Galaxy S2. It’s gonna make it really easy to make the switch. Goodbye T-Mobile and get lost AT&T…that is if the merger goes through.

  • Na

    They are lying, my building aalone has lost 400 employees, that’s more then half the call center. T-Mobile stopped caring about their employees and customer and I believe are trying to get as many customers as possible under contract to meet AT&T’s demands. Everything requires a contract , the 200 mb data plan has overage and they don’t want to tell people about it. They also are going to be the only big 4 carrier to not have the iphone because they don’t care about what their customers want they want $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$, that is it.

  • Na

    They are lying, my building aalone has lost 400 employees, that’s more then half the call center. T-Mobile stopped caring about their employees and customer and I believe are trying to get as many customers as possible under contract to meet AT&T’s demands. Everything requires a contract , the 200 mb data plan has overage and they don’t want to tell people about it. They also are going to be the only big 4 carrier to not have the iphone because they don’t care about what their customers want they want $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$, that is it.

  • Na

    They are lying, my building aalone has lost 400 employees, that’s more then half the call center. T-Mobile stopped caring about their employees and customer and I believe are trying to get as many customers as possible under contract to meet AT&T’s demands. Everything requires a contract , the 200 mb data plan has overage and they don’t want to tell people about it. They also are going to be the only big 4 carrier to not have the iphone because they don’t care about what their customers want they want $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$, that is it.

  • Mobileboy

    With all of this talk about plans and contracts, I have a question. I am now on a month-to-month grandfathered deal. I have a $49.99 unlimited minute and unlimited $20 data plan and full discount upgrade ready if I choose. Has there been any talk of losing grandfathered rates if this corrupt AT&T debacle goes through? Any thoughts of actually being protected with a contract? Would love to hear what you think.

  • Mobileboy

    With all of this talk about plans and contracts, I have a question. I am now on a month-to-month grandfathered deal. I have a $49.99 unlimited minute and unlimited $20 data plan and full discount upgrade ready if I choose. Has there been any talk of losing grandfathered rates if this corrupt AT&T debacle goes through? Any thoughts of actually being protected with a contract? Would love to hear what you think.

  • Mobileboy

    With all of this talk about plans and contracts, I have a question. I am now on a month-to-month grandfathered deal. I have a $49.99 unlimited minute and unlimited $20 data plan and full discount upgrade ready if I choose. Has there been any talk of losing grandfathered rates if this corrupt AT&T debacle goes through? Any thoughts of actually being protected with a contract? Would love to hear what you think.

    • BAYERNMUNCHEN

      I’m in a similar situation – old MT3G data plan (unltd data – really unlimited – and 400 texts) for 24.99 + 300 minutes for 29.99….I’ve had full upgrade available to me for a couple of weeks…I did speak to a csr about a month about this very issue and she ASSURED me that if I upgraded i WOULD NOT loose my old grandfathered plan, but that I would be able to keep it in its TRUE unlimited state regardless of whether or not I got a 4G phone – even if I got the Sensation (I specifically asked about that device).  She also said she put a note on my account that would “guarantee” that I could upgrade and keep my exact same existing plan.  If I do upgrade and they make me switch, I might ditch TMO…don’t want to, but I don’t want to be paying much more than I’m paying now….

      • Josh

        You’ll have to change your data plan if you get a new smartphone.  Discount on the phone requires a new 2 year contract with a current internet feature, no way around that.

        • Mobileboy

          Good stuff Bayermunchen and Josh. I’m lucky in one regard because I have a friend at RIM and can get the 9900 off contract for next to nothing. Therefore an upgrade isn’t required. What I do wonder is whether we are grandfathered if we are month to month…if the corrupt AT&T scam goes through? Would it pay to sign a contract to keep the lower T-Mobile rates (compared to Verizon, Sprint, and of course, AT&T) or is it preferable to stay month-to-month, contract-free?

        • Anonymous

          Not true…I got my Sensation the day it came out via Amazon Wireless and I’m still on the same plan. It doesn’t change. In fact I was only 1 year into my contract and I still paid $174 which was the price then. On T-Mobiles website I would have to have paid something like $350 to get the phone.

    • BAYERNMUNCHEN

      I’m in a similar situation – old MT3G data plan (unltd data – really unlimited – and 400 texts) for 24.99 + 300 minutes for 29.99….I’ve had full upgrade available to me for a couple of weeks…I did speak to a csr about a month about this very issue and she ASSURED me that if I upgraded i WOULD NOT loose my old grandfathered plan, but that I would be able to keep it in its TRUE unlimited state regardless of whether or not I got a 4G phone – even if I got the Sensation (I specifically asked about that device).  She also said she put a note on my account that would “guarantee” that I could upgrade and keep my exact same existing plan.  If I do upgrade and they make me switch, I might ditch TMO…don’t want to, but I don’t want to be paying much more than I’m paying now….

    • T-Mob

      Not to call the other reps liers but with sales goals going up I (as a T-Mobile rep) make money on that upgrade and make money on changing your data that feeds my family… Make you happy or make me more money???

    • Cptmagic

      You may be one of the ones whose contract they eventually unload. The one question that I can’t seem to track down is what happens to someone who get divested and is picked up by another carrier-do you keep your T&C’s with new carrier or are you stuck negotiating a new agreement?

    • Cptmagic

      You may be one of the ones whose contract they eventually unload. The one question that I can’t seem to track down is what happens to someone who get divested and is picked up by another carrier-do you keep your T&C’s with new carrier or are you stuck negotiating a new agreement?

  • Starcrossed Tracy

    I love Tmobile but if this deal goes through my husband and I will switch carriers. This is crap what’s going on. Makes me sick!

  • Lnxarep3333

    i’ve also heard the 10% being kept rumor and lower performing centers will turn into tech care centers only and the top centers will continue to do customer service….i’ve been a rep for 7 years and have seen people fired for not meeting sales goals but the majority of reps leaving my center are voluntary–even some of the best coaches and seniors have left voluntarily….it’s all but been said that this deal is gonna go thru and its survival of the fittest….i’m just trying to holdon for the next six months and get whatever severance pay i can to move or go back to school

  • Lnxarep3333

    i’ve also heard the 10% being kept rumor and lower performing centers will turn into tech care centers only and the top centers will continue to do customer service….i’ve been a rep for 7 years and have seen people fired for not meeting sales goals but the majority of reps leaving my center are voluntary–even some of the best coaches and seniors have left voluntarily….it’s all but been said that this deal is gonna go thru and its survival of the fittest….i’m just trying to holdon for the next six months and get whatever severance pay i can to move or go back to school

  • Skyvsat

    I was trying update my account like add text massage  service,wait for one hour then hung up and did it on-line,but if I need deputes charges  how they expect me to call.I already thinking about VZ.

  • Skyvsat

    I was trying update my account like add text massage  service,wait for one hour then hung up and did it on-line,but if I need deputes charges  how they expect me to call.I already thinking about VZ.

    • Pauly

      yes the Philippine call center employees love to hang up and constantly put the customer on hold

  • not_true_tmonews

    You guys are overreacting! Call center turnover is commonly high anywhere but I do give some credit to the uptick of customers calling in just to gripe and chew out a rep that has no control over the proposed merger. So it’s adding stress plus lowered sales expectations makes one unhappy customer service rep.  As a former corporate engineer for one of the cdma providers, I can tell you that this one particular corporation would freeze job postings in a moments notice for quarters on end just on mere speculation they would not have a good quarter.

    Not seeing this at T-mobile. There’s been some engineers voluntarily leaving but nothing to do with the merger. Its still competitive business as usual. Actually been hiring quite a few engineers so I would have to discount this article as media hype.

    • Jamac600

      Tell that to the 290 people in my call center who have been fired. Its media hype to you because it is not your ability to provide for your family on the line….its ours as employees! The job losses are real and are being driven by TMO. The people being fired are not people who are not doing their job but rather casualties of a sinister plan to squeeze every dollar out of the US market from TMO customers and TMO employees prior to the merger. Call it what you want….but it is REAL.

      • not_true_tmonews

        that’s because you are a call center employee. Study up and get a more stable, respectable position and stop complaining about being treated like a call_center CEO when your actually just the fry cook reading from a script in Streamline.

        I’ve been there and done call center work. So I know all about the pressure to keep ACD stats to the aggressive goals or risk getting terminated. I’m just as vulnerable as you but perhaps my retention bonus is a bit bigger (5k), but from my understanding all TMO employees receive some sort of separation pay. I also have some corporate peers who b*tch and moan and fight management every step of the way. It will be those who make unwanted noise who will be put in bad light when it comes time to review their hostile behaviors just because a “proposed” merger takes place. So far, not ONE single TMO process has changed since the merger announced – it’s all head games and gossip driving down the fictional morale issue.

        • Kim Jong-il

          Streamline? Streamline? you STILL use Streamline? What the hell shouldn’t you be using T-community? Oh, that’s RIGHT your NOT the “fry cook” although you HAVE worked in that area before. Perhaps, then you might want to reflect on how the “Front line” have to take the brunt of customers calling in, CONSTANT price plan changes, a Move from VOC (Voice of customer) to VOB (Voice of biz), change from Customer service TO Customer service AND sales, constant “aggressive” changes on ACD, and whatever else can roll downhill. 

          *I* was let go (and NO I’m NOT vindictive), From T mo, and when I was, I was told “your are LOSING us money”. Oh really, Hey when I went thru training, I was told that we TOOK care of our customers, not try to get them off the phone as quick as possible, but actually FIX their problems. Regardless if the issue is the phone (as stated above), the rate plan, overages, or even features that the customer NEVER wanted OR added (Hi 30 day’s FREE web). 

          I’ve read what ItsMichaelNotMike, has said about how the reality is that AT & T really does NOT need extra call centers, regardless of how many T mobile customers convert/stay with AT & Tmobile, and I agree, it’s a simple numbers game. The only thing that AT & T wants is A. The bandwidth, and B. to remove another competing company. The “added customers” is just icing on the cake. 

          Say what you will, about how everyone has panicked, and how everything is untrue, it’s totally within your right, just as it is for others to give their opinions. Time will tell who is right, who is wrong, or hell who knows perhaps the truth lies somewhere in the middle of the two opinions. 

          Your BFF,

          Kim Jong-il

      • not_true_tmonews

        that’s because you are a call center employee. Study up and get a more stable, respectable position and stop complaining about being treated like a call_center CEO when your actually just the fry cook reading from a script in Streamline.

        I’ve been there and done call center work. So I know all about the pressure to keep ACD stats to the aggressive goals or risk getting terminated. I’m just as vulnerable as you but perhaps my retention bonus is a bit bigger (5k), but from my understanding all TMO employees receive some sort of separation pay. I also have some corporate peers who b*tch and moan and fight management every step of the way. It will be those who make unwanted noise who will be put in bad light when it comes time to review their hostile behaviors just because a “proposed” merger takes place. So far, not ONE single TMO process has changed since the merger announced – it’s all head games and gossip driving down the fictional morale issue.

  • Pauly

    T-Mo CS has gotten worse.  I think everyone notices now.

    Now during the day I’m getting sent to the Philippines for almost everything.  I’m not prejudiced over their race but they are hard to understand and they are too literal with everything. They can’t think externally and be flexible with resolution.  Whatever it says on their script books is what they’ll tell you  or offer. 

    The activation dept which appears to be almost 100% off shore is just as bad as Prepaid Customer Care.  You call in to do a “migration,” and they keep transferring you to the porting center.  They just don’t ‘get it,” and this is frustrating to long time customers used to the best customer service in the industry. 

    But you know what, AT&T is the same.  Everytime I call Premier support I’m transferred to a call center in the Philippines and I’m a business customer with almost 1000 lines.  

    Apparently we are directly or indirectly being accustomed to the worst wireless customer service in the industry offered by AT&T so there is no surprise.  

  • Fo so

    As a employee. I would argee it is not lay offs, most of it are people being let go becuase they do not meet the sales quota or something else which is about 60-70% of the time in my call center that I work at. The other 30% are people are leaving by choice. In regards to if call centers are or arent going to be closed no one knows becuase upper management is told tell us that we are not closing.

    However this may or may not be true , at my call center we are always hearing that you want the center to be at the 10 top so that when the meger goes through that we will be kept. Its not a fun enviroment that it was before the meger deal. Since the meger deal the call center I work in went from 700+ employees down to less than 300 and the sales quota goes up with rushing the customer at the same time.

  • T Mo fan

    THeir Customer service has gone to the pooper… Everytime I’ve called I’ve waited longer than usual, and the machine roadblock to reach a real person it’s horrible. And once I talk to someone, it’s not the friendly Tmobile person that we grew to know and get accustom with over the years. I’m transfered to some outsources customer calling center in India or something like that, where they basically sound like robots reading off teleprompts. Many times I have a very hard time understanding what they are saying. It’s way sad cause I loved Tmobile. 

  • ItsMichaelNotMike

    YOU are correct.

  • ItsMichaelNotMike

    Don’t expect T-Mobile nor AT&T to ever admit that
    T-Mobile employee terminations have anything to do with the AT&T
    acquisition. People in here who say T-Mobile/AT&T denials are septic tanks full of hooey, you are correct.

    As I said 5 months ago, when the acquisition was announced, AT&T and
    T-Mobile would use the 12 to 18 months up to the sale date to get rid of most
    T-Mobile employees, that is, actual T-Mobile people on the payroll. I
    suspect that by the time the acquisition is approved T-Mobile will have
    less than 10,000 employees.

    While this seems shocking, it’s a fact of business life that AT&T
    does NOT need T-Mobile’s employees, infrastructure, and because of their
    nature, most T-Mobile’s customers. Think about it logically.

    Assume
    post-acquisition AT&T absorbs ALL T-Mobile’s customers (that’s not going to happen).  AT&T does NOT need much additional infrastructure to service those
    customers. I contend that AT&T’s stores, customer service centers and employees can handle an
    influx of 35,000 T-Mobile  customers. (For the sake of this argument, disregard the quality of that service, or lack of.  I’m simply saying that AT&T’s current infrastructure could service 35,000 new customers.

    But what the hell, let’s pretend to be optimistic “the glass is half full” T-Mobile employees.  Assume AT&T
    will need more stores and employees to service 35,000 new AT&T customers.  Even the most free spending AT&T bean counters know that at most AT&T might need a couple thousand additional employee to service that influx of T-Mobile customers.

    Now let’s look at things realistically, which is the likelihood that post-acquisition at most about 8,000 to 10,000 customers will move from T-Mobile to AT&T. By that time AT&T will have already hired without T-Mobile to handle AT&T’s increased subscriber numbers (as opposed to within T-Mobile ).  IN other words, by the time the acquisition is official AT&T will have the infrastructure in place to handle 8,000 to 10,000 new customers, and relevant to this discussion, AT&T will not be needing most of T-Mobile’s employees.

    Bottom line on T-Mobile employee prospects to have a job with AT&T post-acquisition: By my math at least 35,000 TMOUS employees will be gone by March
    2012. (This assumes T-Mobile has 42,000 employees. My 35K number should be decreased in proportion to how many employees are currently in the Company’s employ.)

    At the behest of its blue master, T-Mobile is utilizing tactics common when a company needs to drastically thin out the herd.

    — The most painless machination is to offer the most senior employees a small severance in return for signing a
    release of all claims.  (Typically severance is one week of base pay for each year of employment, up to a max of about two months wages).

    — Another tactic is to strictly enforce all rules, policies and procedures, with no slack or mercy for violations. Five minutes late for work, you are fired.

    — Change the pay structure so it’s difficult to earn a decent wage.  Take away incentives and bonuses or make them difficult to attain.  Frustrated, the employee resigns.

    — Lower employment evaluation scores. Offer to “clean it up” if the employee resigns. Offer a positive letter of recommendation if the employee resigns.

    — For those who still refuse to leave the Company, set hard-to-meet goals, which if not met will result in termination.

    — Simply start “restructuring” (and other politically correct euphemisms such as the word now part of the American lexicon, “downsizing”) by layoffs, e.g., closing departments, divisions or regions.

    — Finally, closer to the sale date T-Mobile will en masse fire employees.

    Anyone who thinks things are otherwise than above is being naive, delusional or unrealistic.

    Yikes, it’s 2:00 am here.  Time for bed as mt Ambien is kicking in.  No time for grammar or spell check.  Apologies for errors.  And I hope I did not offend anyone. (Except the a# shats who hang in here, present company included ;)

    • Pretty steep drop to go from 32 million customers down to 10,000, but otherwise a sound post.

      • ItsMichaelNotMike

        LOL,  I just logged in.  I meant 10 million.  LOL… again.

    • The ATL Guy

      Are you HIGH?
      you think ATT has the ability to adsorb several million new customers without the tmobile employees?
      You really live in a fantasy land

      • Anonymous

        Yes, they can easily absorb millions of new customers without adding employees, since there are hundreds of thousands of people in India and the Phillippines who are ready to take calls as soon as the ink is dry on the outsourcing contract.

    • firebird

      Severance has already been informed to employees, and is two weeks for each year of service at the transition, and is effective up to one year after the transition – for longer term employees and higher paid employees it can be $4k and higher. Also there is a retention bonus being offered for staying through the transition, based on tenure – half at signing and half after six months. One could conceivably get both and walk away with $5-6k after it’s all done.

      • Yyevo

        Call center employees don’t get severence pay, that’s reserved for upper level management. And even if call center employees got severence, it would be 1 or 2 weeks pay @ most, not $5-6k.

        You’ve obviously never had a job.

        • Shuturface

          I’m Tech tier III care and there is a severence package for every direct t-mobile employee . dont reply if u dont know the facts.

        • Shuturface

          I’m Tech tier III care and there is a severence package for every direct t-mobile employee . dont reply if u dont know the facts.

        • Anonymous

          I don’t know any specifics about what TMobile employees have been offered in the way of severence, but your blanket statement that call center employees do not get severence pay is misinformed.

          Once upon a time, as the result of another merger (AOL Time Warner) a call center I worked in was closed, and I walked away with almost 8K in severence pay after just under four years of service. (And I wasn’t in management.)

          Of course, this was during the internet boom, and management had managed to cut a good deal for us, but my point is that it depends on the company.

        • Anonymous

          I don’t know any specifics about what TMobile employees have been offered in the way of severence, but your blanket statement that call center employees do not get severence pay is misinformed.

          Once upon a time, as the result of another merger (AOL Time Warner) a call center I worked in was closed, and I walked away with almost 8K in severence pay after just under four years of service. (And I wasn’t in management.)

          Of course, this was during the internet boom, and management had managed to cut a good deal for us, but my point is that it depends on the company.

        • SoVeryShay

          Did you work for tmobile as a call center rep? If not you can’t deny the types of benefits paid to employees. All reps, including me, were informed of severance benefits.

        • SoVeryShay

          Did you work for tmobile as a call center rep? If not you can’t deny the types of benefits paid to employees. All reps, including me, were informed of severance benefits.

    • Anonymous

      Ambien is my friend too! :)

    • Innercircle

      Do you work at T Mobile? This is almost exactly whats been happening at the call centers in the US.

    • sounds like some of that ‘new math.’ anyone can bend the numbers to meet their hypothetical situations.

  • ItsMichaelNotMike

    Don’t expect T-Mobile nor AT&T to ever admit that
    T-Mobile employee terminations have anything to do with the AT&T
    acquisition. People in here who say T-Mobile/AT&T denials are septic tanks full of hooey, you are correct.

    As I said 5 months ago, when the acquisition was announced, AT&T and
    T-Mobile would use the 12 to 18 months up to the sale date to get rid of most
    T-Mobile employees, that is, actual T-Mobile people on the payroll. I
    suspect that by the time the acquisition is approved T-Mobile will have
    less than 10,000 employees.

    While this seems shocking, it’s a fact of business life that AT&T
    does NOT need T-Mobile’s employees, infrastructure, and because of their
    nature, most T-Mobile’s customers. Think about it logically.

    Assume
    post-acquisition AT&T absorbs ALL T-Mobile’s customers (that’s not going to happen).  AT&T does NOT need much additional infrastructure to service those
    customers. I contend that AT&T’s stores, customer service centers and employees can handle an
    influx of 35,000 T-Mobile  customers. (For the sake of this argument, disregard the quality of that service, or lack of.  I’m simply saying that AT&T’s current infrastructure could service 35,000 new customers.

    But what the hell, let’s pretend to be optimistic “the glass is half full” T-Mobile employees.  Assume AT&T
    will need more stores and employees to service 35,000 new AT&T customers.  Even the most free spending AT&T bean counters know that at most AT&T might need a couple thousand additional employee to service that influx of T-Mobile customers.

    Now let’s look at things realistically, which is the likelihood that post-acquisition at most about 8,000 to 10,000 customers will move from T-Mobile to AT&T. By that time AT&T will have already hired without T-Mobile to handle AT&T’s increased subscriber numbers (as opposed to within T-Mobile ).  IN other words, by the time the acquisition is official AT&T will have the infrastructure in place to handle 8,000 to 10,000 new customers, and relevant to this discussion, AT&T will not be needing most of T-Mobile’s employees.

    Bottom line on T-Mobile employee prospects to have a job with AT&T post-acquisition: By my math at least 35,000 TMOUS employees will be gone by March
    2012. (This assumes T-Mobile has 42,000 employees. My 35K number should be decreased in proportion to how many employees are currently in the Company’s employ.)

    At the behest of its blue master, T-Mobile is utilizing tactics common when a company needs to drastically thin out the herd.

    — The most painless machination is to offer the most senior employees a small severance in return for signing a
    release of all claims.  (Typically severance is one week of base pay for each year of employment, up to a max of about two months wages).

    — Another tactic is to strictly enforce all rules, policies and procedures, with no slack or mercy for violations. Five minutes late for work, you are fired.

    — Change the pay structure so it’s difficult to earn a decent wage.  Take away incentives and bonuses or make them difficult to attain.  Frustrated, the employee resigns.

    — Lower employment evaluation scores. Offer to “clean it up” if the employee resigns. Offer a positive letter of recommendation if the employee resigns.

    — For those who still refuse to leave the Company, set hard-to-meet goals, which if not met will result in termination.

    — Simply start “restructuring” (and other politically correct euphemisms such as the word now part of the American lexicon, “downsizing”) by layoffs, e.g., closing departments, divisions or regions.

    — Finally, closer to the sale date T-Mobile will en masse fire employees.

    Anyone who thinks things are otherwise than above is being naive, delusional or unrealistic.

    Yikes, it’s 2:00 am here.  Time for bed as mt Ambien is kicking in.  No time for grammar or spell check.  Apologies for errors.  And I hope I did not offend anyone. (Except the a# shats who hang in here, present company included ;)

  • ItsMichaelNotMike

    Don’t expect T-Mobile nor AT&T to ever admit that
    T-Mobile employee terminations have anything to do with the AT&T
    acquisition. People in here who say T-Mobile/AT&T denials are septic tanks full of hooey, you are correct.

    As I said 5 months ago, when the acquisition was announced, AT&T and
    T-Mobile would use the 12 to 18 months up to the sale date to get rid of most
    T-Mobile employees, that is, actual T-Mobile people on the payroll. I
    suspect that by the time the acquisition is approved T-Mobile will have
    less than 10,000 employees.

    While this seems shocking, it’s a fact of business life that AT&T
    does NOT need T-Mobile’s employees, infrastructure, and because of their
    nature, most T-Mobile’s customers. Think about it logically.

    Assume
    post-acquisition AT&T absorbs ALL T-Mobile’s customers (that’s not going to happen).  AT&T does NOT need much additional infrastructure to service those
    customers. I contend that AT&T’s stores, customer service centers and employees can handle an
    influx of 35,000 T-Mobile  customers. (For the sake of this argument, disregard the quality of that service, or lack of.  I’m simply saying that AT&T’s current infrastructure could service 35,000 new customers.

    But what the hell, let’s pretend to be optimistic “the glass is half full” T-Mobile employees.  Assume AT&T
    will need more stores and employees to service 35,000 new AT&T customers.  Even the most free spending AT&T bean counters know that at most AT&T might need a couple thousand additional employee to service that influx of T-Mobile customers.

    Now let’s look at things realistically, which is the likelihood that post-acquisition at most about 8,000 to 10,000 customers will move from T-Mobile to AT&T. By that time AT&T will have already hired without T-Mobile to handle AT&T’s increased subscriber numbers (as opposed to within T-Mobile ).  IN other words, by the time the acquisition is official AT&T will have the infrastructure in place to handle 8,000 to 10,000 new customers, and relevant to this discussion, AT&T will not be needing most of T-Mobile’s employees.

    Bottom line on T-Mobile employee prospects to have a job with AT&T post-acquisition: By my math at least 35,000 TMOUS employees will be gone by March
    2012. (This assumes T-Mobile has 42,000 employees. My 35K number should be decreased in proportion to how many employees are currently in the Company’s employ.)

    At the behest of its blue master, T-Mobile is utilizing tactics common when a company needs to drastically thin out the herd.

    — The most painless machination is to offer the most senior employees a small severance in return for signing a
    release of all claims.  (Typically severance is one week of base pay for each year of employment, up to a max of about two months wages).

    — Another tactic is to strictly enforce all rules, policies and procedures, with no slack or mercy for violations. Five minutes late for work, you are fired.

    — Change the pay structure so it’s difficult to earn a decent wage.  Take away incentives and bonuses or make them difficult to attain.  Frustrated, the employee resigns.

    — Lower employment evaluation scores. Offer to “clean it up” if the employee resigns. Offer a positive letter of recommendation if the employee resigns.

    — For those who still refuse to leave the Company, set hard-to-meet goals, which if not met will result in termination.

    — Simply start “restructuring” (and other politically correct euphemisms such as the word now part of the American lexicon, “downsizing”) by layoffs, e.g., closing departments, divisions or regions.

    — Finally, closer to the sale date T-Mobile will en masse fire employees.

    Anyone who thinks things are otherwise than above is being naive, delusional or unrealistic.

    Yikes, it’s 2:00 am here.  Time for bed as mt Ambien is kicking in.  No time for grammar or spell check.  Apologies for errors.  And I hope I did not offend anyone. (Except the a# shats who hang in here, present company included ;)

  • ItsMichaelNotMike

    Don’t expect T-Mobile nor AT&T to ever admit that
    T-Mobile employee terminations have anything to do with the AT&T
    acquisition. People in here who say T-Mobile/AT&T denials are septic tanks full of hooey, you are correct.

    As I said 5 months ago, when the acquisition was announced, AT&T and
    T-Mobile would use the 12 to 18 months up to the sale date to get rid of most
    T-Mobile employees, that is, actual T-Mobile people on the payroll. I
    suspect that by the time the acquisition is approved T-Mobile will have
    less than 10,000 employees.

    While this seems shocking, it’s a fact of business life that AT&T
    does NOT need T-Mobile’s employees, infrastructure, and because of their
    nature, most T-Mobile’s customers. Think about it logically.

    Assume
    post-acquisition AT&T absorbs ALL T-Mobile’s customers (that’s not going to happen).  AT&T does NOT need much additional infrastructure to service those
    customers. I contend that AT&T’s stores, customer service centers and employees can handle an
    influx of 35,000 T-Mobile  customers. (For the sake of this argument, disregard the quality of that service, or lack of.  I’m simply saying that AT&T’s current infrastructure could service 35,000 new customers.

    But what the hell, let’s pretend to be optimistic “the glass is half full” T-Mobile employees.  Assume AT&T
    will need more stores and employees to service 35,000 new AT&T customers.  Even the most free spending AT&T bean counters know that at most AT&T might need a couple thousand additional employee to service that influx of T-Mobile customers.

    Now let’s look at things realistically, which is the likelihood that post-acquisition at most about 8,000 to 10,000 customers will move from T-Mobile to AT&T. By that time AT&T will have already hired without T-Mobile to handle AT&T’s increased subscriber numbers (as opposed to within T-Mobile ).  IN other words, by the time the acquisition is official AT&T will have the infrastructure in place to handle 8,000 to 10,000 new customers, and relevant to this discussion, AT&T will not be needing most of T-Mobile’s employees.

    Bottom line on T-Mobile employee prospects to have a job with AT&T post-acquisition: By my math at least 35,000 TMOUS employees will be gone by March
    2012. (This assumes T-Mobile has 42,000 employees. My 35K number should be decreased in proportion to how many employees are currently in the Company’s employ.)

    At the behest of its blue master, T-Mobile is utilizing tactics common when a company needs to drastically thin out the herd.

    — The most painless machination is to offer the most senior employees a small severance in return for signing a
    release of all claims.  (Typically severance is one week of base pay for each year of employment, up to a max of about two months wages).

    — Another tactic is to strictly enforce all rules, policies and procedures, with no slack or mercy for violations. Five minutes late for work, you are fired.

    — Change the pay structure so it’s difficult to earn a decent wage.  Take away incentives and bonuses or make them difficult to attain.  Frustrated, the employee resigns.

    — Lower employment evaluation scores. Offer to “clean it up” if the employee resigns. Offer a positive letter of recommendation if the employee resigns.

    — For those who still refuse to leave the Company, set hard-to-meet goals, which if not met will result in termination.

    — Simply start “restructuring” (and other politically correct euphemisms such as the word now part of the American lexicon, “downsizing”) by layoffs, e.g., closing departments, divisions or regions.

    — Finally, closer to the sale date T-Mobile will en masse fire employees.

    Anyone who thinks things are otherwise than above is being naive, delusional or unrealistic.

    Yikes, it’s 2:00 am here.  Time for bed as mt Ambien is kicking in.  No time for grammar or spell check.  Apologies for errors.  And I hope I did not offend anyone. (Except the a# shats who hang in here, present company included ;)

  • ItsMichaelNotMike

    Don’t expect T-Mobile nor AT&T to ever admit that
    T-Mobile employee terminations have anything to do with the AT&T
    acquisition. People in here who say T-Mobile/AT&T denials are septic tanks full of hooey, you are correct.

    As I said 5 months ago, when the acquisition was announced, AT&T and
    T-Mobile would use the 12 to 18 months up to the sale date to get rid of most
    T-Mobile employees, that is, actual T-Mobile people on the payroll. I
    suspect that by the time the acquisition is approved T-Mobile will have
    less than 10,000 employees.

    While this seems shocking, it’s a fact of business life that AT&T
    does NOT need T-Mobile’s employees, infrastructure, and because of their
    nature, most T-Mobile’s customers. Think about it logically.

    Assume
    post-acquisition AT&T absorbs ALL T-Mobile’s customers (that’s not going to happen).  AT&T does NOT need much additional infrastructure to service those
    customers. I contend that AT&T’s stores, customer service centers and employees can handle an
    influx of 35,000 T-Mobile  customers. (For the sake of this argument, disregard the quality of that service, or lack of.  I’m simply saying that AT&T’s current infrastructure could service 35,000 new customers.

    But what the hell, let’s pretend to be optimistic “the glass is half full” T-Mobile employees.  Assume AT&T
    will need more stores and employees to service 35,000 new AT&T customers.  Even the most free spending AT&T bean counters know that at most AT&T might need a couple thousand additional employee to service that influx of T-Mobile customers.

    Now let’s look at things realistically, which is the likelihood that post-acquisition at most about 8,000 to 10,000 customers will move from T-Mobile to AT&T. By that time AT&T will have already hired without T-Mobile to handle AT&T’s increased subscriber numbers (as opposed to within T-Mobile ).  IN other words, by the time the acquisition is official AT&T will have the infrastructure in place to handle 8,000 to 10,000 new customers, and relevant to this discussion, AT&T will not be needing most of T-Mobile’s employees.

    Bottom line on T-Mobile employee prospects to have a job with AT&T post-acquisition: By my math at least 35,000 TMOUS employees will be gone by March
    2012. (This assumes T-Mobile has 42,000 employees. My 35K number should be decreased in proportion to how many employees are currently in the Company’s employ.)

    At the behest of its blue master, T-Mobile is utilizing tactics common when a company needs to drastically thin out the herd.

    — The most painless machination is to offer the most senior employees a small severance in return for signing a
    release of all claims.  (Typically severance is one week of base pay for each year of employment, up to a max of about two months wages).

    — Another tactic is to strictly enforce all rules, policies and procedures, with no slack or mercy for violations. Five minutes late for work, you are fired.

    — Change the pay structure so it’s difficult to earn a decent wage.  Take away incentives and bonuses or make them difficult to attain.  Frustrated, the employee resigns.

    — Lower employment evaluation scores. Offer to “clean it up” if the employee resigns. Offer a positive letter of recommendation if the employee resigns.

    — For those who still refuse to leave the Company, set hard-to-meet goals, which if not met will result in termination.

    — Simply start “restructuring” (and other politically correct euphemisms such as the word now part of the American lexicon, “downsizing”) by layoffs, e.g., closing departments, divisions or regions.

    — Finally, closer to the sale date T-Mobile will en masse fire employees.

    Anyone who thinks things are otherwise than above is being naive, delusional or unrealistic.

    Yikes, it’s 2:00 am here.  Time for bed as mt Ambien is kicking in.  No time for grammar or spell check.  Apologies for errors.  And I hope I did not offend anyone. (Except the a# shats who hang in here, present company included ;)

  • The reality behind this is that the cuts themselves are indirectly related to the AT&T merger.  They began making anti rep policies after the announcement, that made reps quit.  Once those reps began quitting the hiring freeze started, and naturally the support roles are the ones that were cut.  These things are all just the writing on the wall.  

  • Cptmagic

    The T-mobile acquisition by AT&T creates a nationwide monopoly of GSM service. It is anticompetitive. All one has to do is look at the behaviors of both parties post-announcement to see that. What this does show is that DT’s management has failed to make a significant impact in the market and is looking to gracefully exit to save face and their investment. If this deal goes through does anybody seriouly believe that the GSM MVNOs like Simple Mobile won’t be harmed with T’s ability to charge monopoly rents on their infrastucture? Not to mention the disruption of many customers who will lose great service contracts (which are liabilities to the “new” AT&T) when they get released as part of the divestitures. Yesterday T-mobile called thanking me fo being a customer and wanted to let me know of great deals on service. it wasn’t until they went through their decisioning engine that they discovered they really couldn’t offer me anything better than what I had! Now what does that tell me? Two things: (1) Their customer analytic marketing process is broke, and (2) they’re running all the CSRs through this gauntlet as a precursor to more RIF’s under the euphemism of “merger synergies”. If, by chance I do get spun-off and I am forced into a lesser deal my current US Congresscritter (who supports the acquisition-c’mon folks, stop using the term Merger and call a spade a spade) will lose my vote next year.

    • The ATL Guy

      It’s not a monopoly.
      You will be allowed to leave ETF free and there are other choices not to mention prepaid.Companies get bought and sold it’s part of life.
      Some of the posters on this forum can’t handle change but it doesn’t mean it’s at&t’s fault you can’t handle change

      • Know your roll

        If you read his first sentence again you will see that its says monopoly of GSM which is true. There may be other companies but there will not be a GSM company that can compete with them. Its not about being able to leave without an ETF its about AT&T controlling what GSM phones come to the US. Know what your talking about before you comment on something.

        • The ATL Guy

          Again this red herring is not the definition of a monopoly in the sense of preventing the sale.

        • The ATL Guy

          Again this red herring is not the definition of a monopoly in the sense of preventing the sale.

      • Realcool2000

        If one company controls all the gsm networks than that is a monopoly.

        • The ATL Guy

          What is your point?
          This isn’t the definition of a monopoly that will prevent the sale.
          Following your logic no company should introduce a new technology or add to existing technology because they would be the only company to do so.

        • The ATL Guy

          What is your point?
          This isn’t the definition of a monopoly that will prevent the sale.
          Following your logic no company should introduce a new technology or add to existing technology because they would be the only company to do so.

        • eyeno

          May not technically be a monopoly, but take a look at Rogers in Canada.  They rule the GSM market there and their plans suck

    • Goukisan

      monopoly of what????? being GSM or CDMA or two cans and a string have nothing to do with a monopoly. You have MANY choices in cellular service. The tech used behind that service is not related to any monopoly. People love to throw around words they learned on tv as a child. If  we only had one cellular service left nationally then yes its a monopoly but just because they are going to be the only GSM based phone service does not make any business monopoly. You have other choices. 

  • alt-mobile

    I think we all should watch the show Outsourced together :)

    That is all..

  • guess

    TMonews needs to be careful with the verbage used in their stories. There has been no announced layoffs. The reality is hiring has slowed down. There is a very big difference in staff cuts vs not hiring new employees. If TMonews would like to be considered an accurate and reliable site artcicles like this should be more carefully worded

  • guess

    TMonews needs to be careful with the verbage used in their stories. There has been no announced layoffs. The reality is hiring has slowed down. There is a very big difference in staff cuts vs not hiring new employees. If TMonews would like to be considered an accurate and reliable site artcicles like this should be more carefully worded

    • I think it would behoove you to look at the story from which ours is written. We merely used the same language Reuters did and would you criticize Reuters, one of the most respected publications in the world. So…research before criticize.

    • I think it would behoove you to look at the story from which ours is written. We merely used the same language Reuters did and would you criticize Reuters, one of the most respected publications in the world. So…research before criticize.

      • Type your reply…

    • Kerry

      I have a good friend who managed several different stores and did very well. He was recently laid off, and it want because he was under performing.

      Months after the merger he had been given so notice of his projected severance package in case the merger goes through.

      This is all smoke and mirrors, but its merger preparation.

    • Kerry

      I have a good friend who managed several different stores and did very well. He was recently laid off, and it want because he was under performing.

      Months after the merger he had been given so notice of his projected severance package in case the merger goes through.

      This is all smoke and mirrors, but its merger preparation.

      • SoVeryShay

        Every employee received a letter about severance. That same letter also included bonuses for employees that chose to stay with the company after the acquisition. Tmobile has never had to do layoffs, but I won’t deny the claims about getting rid of bottom performers.

        • Innercircle

          Call it what you want. Tmo is laying off. Their metrics system has always been BS. They manipulate it to their benefit. For example, avoiding bonus payouts and now severance packages.

        • ww88ww

          If it had to do with bottom performers, why are most execs and leadership still sticking around?  Not a place where promotion is based on aptitude,that’s for sure.

  • Cmwunderle1

    I had to call tmobile yesterday because the warranty replacement they sent was bad. I was transferred around like a bad penny. Never received such bad service from them as yestrrday. As you can tell, this phone texting is very.unresponsive. Adds periods and misspells. All the time. Last mytouch 4g had display upside down and when turned to try to get it to right itself. I woul get vertical lines and the screen would flash like an old tv and shut.off. Csr refuse to send another replacement . Said i.had to go through.htc for warranty replacrment. Never heard of this. Just replace the.pos you sent me.

  • Cmwunderle1

    I had to call tmobile yesterday because the warranty replacement they sent was bad. I was transferred around like a bad penny. Never received such bad service from them as yestrrday. As you can tell, this phone texting is very.unresponsive. Adds periods and misspells. All the time. Last mytouch 4g had display upside down and when turned to try to get it to right itself. I woul get vertical lines and the screen would flash like an old tv and shut.off. Csr refuse to send another replacement . Said i.had to go through.htc for warranty replacrment. Never heard of this. Just replace the.pos you sent me.

    • Anonymous

      They don’t want to replace the phone because their jobs are on the line. The metrics they need to meet in order to not get fired include a low handset exchange percentage.

      Magenta is busy firing all the “bottom performers” and not hiring anyone new. They can call this “fluctuation” if they like. It’s a clever way around the words “layoffs” and “cutbacks” and “having to pay unemployment benefits to the people we canned.” Basically they define certain metrics, and then fire the people who place in the bottom percentage of those metrics.

      The end result, for customers, is that the reps you talk to are so scared about losing their jobs that they put all their focus on making the right kinds of numbers, and customer service goes out the window. Reps are no longer encouraged to put the customer’s needs first – it’s all about keeping call time low, not exchanging phones, and increasing the customer’s monthly bill.

      If you believe that this has nothing to do with AT&T not wanting to have to pay severance to all the people they would otherwise need to lay off once the acquisition goes through, I have a bridge to sell you.

    • ItsMichaelNotMike

      Yours is a very depressing post, simply to see such a level of customer service degradation.

      I recall the days in 2006-2007 when people on forums were elated at how T-Mobile CSRs would not hesitate to send people a replacement phone to address a defect. Now to hear that a CSR said to take it up with HTC?  That’s bad.

      Anyway, here’s some tips on how to deal with this:

      — I question if that person knew what she was  talking about.  I would call back during T-Mobile business hours so to get someone in the U.S. to help you. 

      — Since you bought the phone through T-Mobile, the warranty requires T-Mobile cover the phone, not HTC.  This sounds like you got a “trainee” working out of a warehouse that used to be owned by Ferdinand Marcos. 

      — There may be some term in the warranty that says for certain “defects” that such are not really defects so T-Mobile is not obligated to cover it (some software problems, that T-Mobile considers self-inflicted by the user).  But your symptoms sound like a manufacturing defect.

      — Perhaps the CSR did not understand English all that well and thought you were saying something that to her indicated it was not a covered defect. I’d call U.S. customer support, say the phone is simply not working (a black display) and demand a replacement. Don’t get into too much detail.  Act like a lot of customers do, “I don’t know why, but this dam-n phone you sent me is not working.”

      — Finally, warranty replacements are always suspect because the phone T-Mobile sent you is a refurbished unit, meaning at some point someone returned it, T-Mobile then supposedly fixed it (or repackaged the customer return), and then T-Mobile sent it to you.

      If it was a customer return there’s a good chance that the former user was fooling with it, messed up the phone, and was able to slip it by the store or online as a return.  Bottom line, eventually T-Mobile’s problem became your problem.

      • Anonymous

        The comment about a warehouse previously owned by Ferdinand Marcos made me laugh :) 

      • Anonymous

        Have I seen you on the Consumerist?

    • ItsMichaelNotMike

      Yours is a very depressing post, simply to see such a level of customer service degradation.

      I recall the days in 2006-2007 when people on forums were elated at how T-Mobile CSRs would not hesitate to send people a replacement phone to address a defect. Now to hear that a CSR said to take it up with HTC?  That’s bad.

      Anyway, here’s some tips on how to deal with this:

      — I question if that person knew what she was  talking about.  I would call back during T-Mobile business hours so to get someone in the U.S. to help you. 

      — Since you bought the phone through T-Mobile, the warranty requires T-Mobile cover the phone, not HTC.  This sounds like you got a “trainee” working out of a warehouse that used to be owned by Ferdinand Marcos. 

      — There may be some term in the warranty that says for certain “defects” that such are not really defects so T-Mobile is not obligated to cover it (some software problems, that T-Mobile considers self-inflicted by the user).  But your symptoms sound like a manufacturing defect.

      — Perhaps the CSR did not understand English all that well and thought you were saying something that to her indicated it was not a covered defect. I’d call U.S. customer support, say the phone is simply not working (a black display) and demand a replacement. Don’t get into too much detail.  Act like a lot of customers do, “I don’t know why, but this dam-n phone you sent me is not working.”

      — Finally, warranty replacements are always suspect because the phone T-Mobile sent you is a refurbished unit, meaning at some point someone returned it, T-Mobile then supposedly fixed it (or repackaged the customer return), and then T-Mobile sent it to you.

      If it was a customer return there’s a good chance that the former user was fooling with it, messed up the phone, and was able to slip it by the store or online as a return.  Bottom line, eventually T-Mobile’s problem became your problem.

  • Jonathan lesueur

    you should learn the track history of the FCC and DOJ.
    When Verizon bought All tel wireless one of the conditions was that they
    had to sell customers off in overlapping areas. And if this is the case of monopoly of gsm carriers AT&T would be directly competing with T
    mobile not Verizon But they are not AT&T is competing with Verizon
    not T mobile. You all  got to realize if this merger fails T mobile next
    step is to lay off more employees and raise their prices.

    • Maschwar77

      How do you figure?  T-Mobile will get a sizeable influx of cash should the merger disintegrate.  I don’t see this as a reason to lay off people.  Who knows, the T-Mobile network might get even better.

      • The ATL Guy

        DT WANTS OUT! What part of this do you not understand?

        • EYENO

          The absolute truth…DT is done with T-Mobile USA and needs the $$ from the sale to fix their own issues with network in Europe.

        • lily

          Totally – while TMO USA was a cash cow for them and assisted them in shoring up their failing landline in Europe, everything was grand. But as soon as they had to start putting some of the money generated in the US back into the US network, it was – SEE YA! To me, reading that in DT’s announcement letter was the saddest moment ever. We here in the US cared and built up a great company to work for and to be with as a customer – and now it’s being ripped apart at the seams. Is it any wonder the CS has slipped as morale is affected? We are trying to stay positive but live in reality every day. It’s a bitter pill.   

        • IT Guy

          This.  So much this. DT wants out.

          Other than AT&T, there have been exactly zero realistic bids for someone else taking over. MS is not interested. Google is not interested. Cablevision suggested a partnership of sorts, but we haven’t heard a peep from them about it since then.

          Should the AT&T deal fall through, they’ll probably start selling things off piecemeal, since nobody is interested in the whole thing. They won’t get as much money as they would have selling everything to AT&T, but that’s what the $6b is insurance against.

          DT doesn’t want a bit of cash so they can expand their operations here. They aren’t looking for partnerships that’ll bring in more revenue. The only thing they want is to recoup (as much as they can of) their investment so they can get out of the US market.

          Whether or not the the FCC & DOJ approve this sale, AT&T is still going to have the only national GSM network.

        • IT Guy

          This.  So much this. DT wants out.

          Other than AT&T, there have been exactly zero realistic bids for someone else taking over. MS is not interested. Google is not interested. Cablevision suggested a partnership of sorts, but we haven’t heard a peep from them about it since then.

          Should the AT&T deal fall through, they’ll probably start selling things off piecemeal, since nobody is interested in the whole thing. They won’t get as much money as they would have selling everything to AT&T, but that’s what the $6b is insurance against.

          DT doesn’t want a bit of cash so they can expand their operations here. They aren’t looking for partnerships that’ll bring in more revenue. The only thing they want is to recoup (as much as they can of) their investment so they can get out of the US market.

          Whether or not the the FCC & DOJ approve this sale, AT&T is still going to have the only national GSM network.

      • guest

        T-Mobile does not get the $6 Billion, DT gets the $$$

    • Jason Ward864

      Verizon does not own Alltel Wireless any longer.

  • Hrose1965

    II don’t have to worry about hold times any longer I jumped ship to ATT so far so good better coverage and no long outages was with t-mobile 11 years

  • Hrose1965

    II don’t have to worry about hold times any longer I jumped ship to ATT so far so good better coverage and no long outages was with t-mobile 11 years

    • Maschwar77

      AT&T’s 4G is a joke.  It is your loss for jumping ship.

      • The ATL Guy

        Really?
        Do you have ATT?
        Do you live in his area?

      • The ATL Guy

        Really?
        Do you have ATT?
        Do you live in his area?

      • The ATL Guy

        I think the post was pretty clear and while I can’t speak for him/her I don’t think a loss was described.
        Did att hurt you?

  • 56foryou

    So it has begun….

  • 56foryou

    So it has begun….

  • 56foryou

    So it has begun….

  • Hrose1965m

    hey all I’m saying is tmobile is not what it used to be there customer care don’t help any more and to many service outages that’s why I jumped to ATT

  • Hrose1965m

    hey all I’m saying is tmobile is not what it used to be there customer care don’t help any more and to many service outages that’s why I jumped to ATT

  • AptPupil99

    T-Mobiles customer service stinks. Their employees really don’t seem to give a **** about loyalty anymore. They are turing into AT&T already… 

    • ItsMichaelNotMike

      While every company has its bad apples, the main problem with T-Mobile is that morale is really low, to where in the end the customers suffer.

      It’s very difficult to show up to work each day and remain upbeat when you don’t know if today will be the day a manager approaches you with a pink slip. (The modern day “pink slip” is now usually a cold, impersonal, e-mail from Human Resources with attachments in PDF format.)

      And it’s really hard for formerly loyal T-Mobile employees to give a sheet about anything when DT and TMOUS executives cut their own sweetheart deals while the thousands of line employees were tossed into the sheeter.

      Loyal T-Mobile employees considered T-Mobile a career.  For personal aggrandizement top level executives ended the efforts these people put into T-Mobile. It’s no wonder that when we call customer service we slapped around.

      • lily

        [Pointing up] What HE said. Amen ItsMichaelNotMike.

      • lily

        [Pointing up] What HE said. Amen ItsMichaelNotMike.

    • Angerock

      It is NOT the employees that do not care. We are given “resources” that we have to follow that have NOTHING to do with our personal feelings. When are you customers going to “get” that?

    • Angerock

      It is NOT the employees that do not care. We are given “resources” that we have to follow that have NOTHING to do with our personal feelings. When are you customers going to “get” that?

    • Stressfree

      Because its not about the customer anymore. Its about the sales, from what i was told.

  • Joseph T Mathew

    when will the meger complete…im on tmobile when will i get the benefits of the att netwwork

    • AptPupil99

      Unless you just opened a T-Mobile account, which would not make sense since you seem to like AT&T…. your contract will end before the POSSIBLE merge. 

      Have fun moving to the company with some of the WORST customer service ratings in the industry. 

    • Boshk13

      i wouldnt call them benefits, bob.

  • Anonymous

    .-.ì just got an iPad 2-32GB for $ 22.54 and my girlfriend loves her Panasonìc Lumìx GF 1 Camera that we got for $ 38.76 there arriving tomorrow by UPS. I will never pay such expensive retail prices in stores again. Especially when I also sold a 40 inch LED TV to my boss for $ 657 which only cost me $ 62.81 tobuy.
    Here is the website we use to get it all from, http://shr.tn/Zl26

  • TheWayOfThings

    [B]” In the past 12 months the workforce has been reduced by 2,000 but that is in line with normal fluctuations.”[/B]

    For those who are buying this, and those who are making comments confirming this… I want to know where is the normal hiring for this time of year? Where is the ramping up of the work-force at the customer care call centers in anticipation of Show Time?

     It takes time to train new reps and get them ready for the busiest time of the year, and NORMALLY there are a LOT of training classes in full swing by now.. where are the training classes? Where are the new hires? They’re definitely not at the local call center here.. people are still getting canned and quitting left and right, and there are no replacements being hired…

    Anyone who is backing up the statement made by DT is either management or they are drones who have their heads so far up Big Magenta’s arse that they wouldn’t know the truth even if was chewing out their throats… and it is…

    The customers are going to suffer right along with the reps… Longer hold times and reduced quality of care… The busier it gets, the faster the reps are gonna be expected to handle the calls and that means less attention is going to be given to the issue at hand… throw a band-aid on a broken leg, pacify the issue as quickly as possible, then if  the rep wants to keep their job, SELL SOMETHING!!!

    • jon

      I’m not going to get into a pissing match with every loud mouth here ripping T-Mobile, calling people liars and conspirators. All I can do is speak from my own experience. Over the last 11 years voicesteam/tmobile has treated its employees like royalty. My wife has been rewarded lavishly for her hard work. We were guest at the first ever concert on “The Rock”. All expenses were paid for four or five nights. My wife received the peak achievement award. That award sent us to Maui for an all expenses paid vacation. I’m taking about the type of vacation most people save a lifetime for. I probably couldn’t do that type of vacation for less that 25k for two people. I shook hands with Neil Armstrong, who gave a great motivational speech and handed out the awards on the last night of a six night vacation. T-Mobile paid for everything. I don’t and my wife doesn’t have our heads in the sand. We fully understand what is happening here. She has been a manager for many years and this time of year is typical for a hire freeze and allowing natural attrition to occur. October, when the newest devices are released in time for Christmas, is when hiring typically picks up again. That may not happen this year, but what is happening is natural attrition. Since our family will be greatly impacted by this we understand all of the possibilities and are taking a ride it out attitude. One of two things will happen. My wife will be offered a job and a 5k bonus or she will be given a severence package that, for her, is six months. Either way my family will survive. T-Mobile has always treated my family right and we will continue to take a rational, NOT EMOTIONAL, approach to this. Some of you that throw out words like “liars” are being disingenuous at the very least. Some of you are probably not current employee (ie fired and holding a grudge) or haven’t been there long enough to understand the seasonality of your business. (ie when you hire, freeze and allow attrition)…My wife and I are taking this with a balanced attitude. I personally don’t want to see this take over happen. But at the same time, I won’t sit here kick and scream and call people liars like a two year old that is throwing a tantrum…maybe since my wife and I are managers we understand how to adapt to change. I just think people on this board are letting the emotions of this control the dialog rather than facts…okay stepping down from my soapbox now..

      • Goukisan

        your loyalty is noted…but I dont think you hear the death knell up there on the soap box

        • jon

          I’m sorry, did you say something about a death knell? The only death knell is the one the DOJ just delivered to at&ts plans. Again, there won’t be a pissing match. It will be a long journey with an unknown ending. We will “stick together” no matter what happens…but your con-descending tone and implication that I am some naive fool seems pretty ironic given todays events.

        • jon

          I’m sorry, did you say something about a death knell? The only death knell is the one the DOJ just delivered to at&ts plans. Again, there won’t be a pissing match. It will be a long journey with an unknown ending. We will “stick together” no matter what happens…but your con-descending tone and implication that I am some naive fool seems pretty ironic given todays events.

        • jon

          I’m sorry, did you say something about a death knell? The only death knell is the one the DOJ just delivered to at&ts plans. Again, there won’t be a pissing match. It will be a long journey with an unknown ending. We will “stick together” no matter what happens…but your con-descending tone and implication that I am some naive fool seems pretty ironic given todays events.

        • jon

          I’m sorry, did you say something about a death knell? The only death knell is the one the DOJ just delivered to at&ts plans. Again, there won’t be a pissing match. It will be a long journey with an unknown ending. We will “stick together” no matter what happens…but your con-descending tone and implication that I am some naive fool seems pretty ironic given todays events.

      • happilyaformeremployee

        Jon, I am a former employee, after my first year at my center, I was one of the top reps, but within six months, I was let go because of changes that were made to the quality requirements at my center. These changes were made in October and I was let go at the beginning of January being told that I was being let go for not meeting the new requirements for the last 6 months. The requirements were only 3 months old and had continued to show improvement in the new requirements with the previous couple of weeks to my departure being completely meeting them. To top it off, all of my other metrics were in the top of the center, sales, CRT, commitment to schedule, etc, and I was constantly getting very good bonuses for my sales numbers. My termination had nothing to do with quality. It had to do with reducing staff without having to go thru “layoffs”. When I left I can honestly say, I was THRILLED BEYOND BELIEF. It was like a huge weight was lifted off of my shoulders. I totally enjoyed my job, as I am still in telesales and customer service, but I have never worked for a company that treats it’s employees that poorly in my life. High pay and great benefits are no match for working for a great employer. I find it very funny. The manager that fired me asked me if I had anything to say as I was escorted out of the building. I said “I give this company 2 years to be either out of business or bought out by someone else.” 

        • jon

          My wife went through the same rough patch when switching from customer care to financial care. When she went from helping customers with issues to basically collecting money from dead beats, it was a culture shock. The way t-mobile used to make customers “happy” is to give away the farm. The thing t-mobile is trying to do is insert a selling culture. The retail company I am a manager for rolled out a similar intiative three years ago. We have done it slowly and was more subtle about it. The fact of the matter is YOU can provide world class customer service, while ALSO promoting a selling culture. I agree with you tmobile basically flipped a switch and didn’t get the buy-in from its reps and didn’t give you guys incrimental goals towards that selling culture. It sounds like you were a casualty of that agressive roll out. It sounds like you couldn’t continue to provide customer service and sell customers what they need. It’s unfortunate and I am glad you landed on your feet. I felt compelled to say something because there are millions of customers and employees that ARE happy with t-mobile. Boards like these are full of haters for one reason…people are only motivated to write or voice their opinions when they are pissed. VOC scores in my retail business impove dramatically when we have more customer participation. Since I understand this concept, I will continue to promote our family’s voicestream/tmobile experience in places where most people only post because of their displeasure….

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  • ReallyNow??

    Let T-Mobile keep screwing around. I am out of contract, and I will march right over to Sprint, especially since they have the iPhone 5 coming.

    • Littlewc27

      TMobile’s getting it too… :)

    • Littlewc27

      TMobile’s getting it too… :)

      • Goukisan

        what T-Mobile lol??????
        keep hoping

      • Goukisan

        what T-Mobile lol??????
        keep hoping

    • Littlewc27

      TMobile’s getting it too… :)

    • Littlewc27

      TMobile’s getting it too… :)

    • Goukisan

      great so a over rated phone is coming to an over rated network??? LOL you can keep it

    • Goukisan

      great so a over rated phone is coming to an over rated network??? LOL you can keep it

  • lily

    Jon nailed it. Read his comment below – he’s completely on target and his experience mirrors my experience as a 9-year employee. Call center staffing is cyclical and turnover is high, even if you’re not looking an “acquisition” in the face. Anyone who looks at this as alarming doesn’t know the business. Will I be alarmed if we don’t start staffing up in Nov/Dec? Yes. Why that time? Because in our business, CS beefs up in JANUARY as new holiday customers begin to call. Educate yourself a little before making comments. 

    • Bullzi

      nah your wrong lily tmobile was a great place to work before but it is obvious that it changed thats why the reps morale is low ive seen sups that was with the company for longtime longer then me get fired for the most bogus reasons why would they all be lieing why so many our focus as a company changed from voice of the customer to voice of the buisness they no longer pay any attention to the quality of your call only the amount of time it takes weather or not that person calls back its horrible exp these are not lies. i still have my job but everyone in my center would prefer to be fired. its really bad.

      • Cmwunderle1

        I too know of other companies call centers that only cared how long the call took and how many calls were taken instead of quality of call. Its just wrong.

      • lily

        I’m sorry it’s like that for you Bullzi. I’ve really found that the reps’ experience varies depending on your site – local leadership plays such a key role in the morale in the center. I for one was heartbroken to see our quality program switch to just voice of the business – it was never the intent for vob to completely replace the customer experience portion evaluated. But center leaders together decided to go in that direction even when quality was trying to talk them out of it. I hear the change in the calls I listen to – our reps used to be so much more engaged and now many are completely passive with the customer. I really feel for our customers -and- for the reps who want to keep doing a good job for our customers. It’s a hard time for T-Mobile USA.

      • lily

        I’m sorry it’s like that for you Bullzi. I’ve really found that the reps’ experience varies depending on your site – local leadership plays such a key role in the morale in the center. I for one was heartbroken to see our quality program switch to just voice of the business – it was never the intent for vob to completely replace the customer experience portion evaluated. But center leaders together decided to go in that direction even when quality was trying to talk them out of it. I hear the change in the calls I listen to – our reps used to be so much more engaged and now many are completely passive with the customer. I really feel for our customers -and- for the reps who want to keep doing a good job for our customers. It’s a hard time for T-Mobile USA.

      • Stressfree

        I hear the same thing from the few fellow employees that are left in my old center. Straight Bs! It’s bad that people have to feel that way, but it is what it is.

    • ww88ww

      If this is “cyclical”, then T-Mo leaders need to put up or shut up, provide proof of this by showing similar cuts in previous years.  I won’t hold my breath.

    • ww88ww

      If this is “cyclical”, then T-Mo leaders need to put up or shut up, provide proof of this by showing similar cuts in previous years.  I won’t hold my breath.

    • Briguydj32

      The slowest months in CC are Jan, Feb, Mar…. educate yourself… 

      • lily

        Maybe if you’re in retail, but not in wireless CUSTOMER SERVICE.Every person who got a new phone over the holidays calls, a)when they get their first bill and realize they didn’t read their contract or listen to the sales rep telling them about the activation fee, b)when they can’t pay their first bill after they realize they over-used their new toy, c)when they can’t pay their first bill because Junior overused HIS new toy and Mom and Dad didn’t set up any controls, d)when they can’t figure out how to USE additional functions on their new toy because they didn’t go to the OEM site to look and it was easier to call TMO.

        • No Dice

          You are correct Lily. You will also be alarmed when you dont get that beefy influx of new employees. I worked there for 5yrs before was fired for BS and attrition in my call center was never so High. I was Managment so you can quote me on that.

        • No Dice

          You are correct Lily. You will also be alarmed when you dont get that beefy influx of new employees. I worked there for 5yrs before was fired for BS and attrition in my call center was never so High. I was Managment so you can quote me on that.

      • lily

        Maybe if you’re in retail, but not in wireless CUSTOMER SERVICE.Every person who got a new phone over the holidays calls, a)when they get their first bill and realize they didn’t read their contract or listen to the sales rep telling them about the activation fee, b)when they can’t pay their first bill after they realize they over-used their new toy, c)when they can’t pay their first bill because Junior overused HIS new toy and Mom and Dad didn’t set up any controls, d)when they can’t figure out how to USE additional functions on their new toy because they didn’t go to the OEM site to look and it was easier to call TMO.

  • Cmwunderle1

    I went online today on chat with tmobile. Replacement is on its way! Future reference…. Dont call on weekends!! Angry staff on weekends. This is my fourth return, btw, haf a bad run this past month. Only alternate phone they offered was a sidekick 4g, to me not in the same realm as the mytouch.4g. At least they replaced it.

  • guest

    Thanks for the link, but Josh is incorrect.  The 300 K ATT employees are not all Union.  Only hourly (non-management) employees are union employees.  Any T-Mobile emps that are hourly and able to keep their jobs will be unionized.  .

  • guest

    Thanks for the link, but Josh is incorrect.  The 300 K ATT employees are not all Union.  Only hourly (non-management) employees are union employees.  Any T-Mobile emps that are hourly and able to keep their jobs will be unionized.  .

  • guest

    Thanks for the link, but Josh is incorrect.  The 300 K ATT employees are not all Union.  Only hourly (non-management) employees are union employees.  Any T-Mobile emps that are hourly and able to keep their jobs will be unionized.  .

  • Firestone1984

    so i was just fired today. i was told that i was being let go because of my request for intermittent medical leave due to back problems and migraines which were also made worse by the job conditions in the call center i worked at. they stated the main reason i was being let go was because my medical condition was prohibiting me from doing the basic job functions. i believe that i was discriminated against and that my termination is due to the merger. its not just me who has been fired recently i know a lot of people who’ve been let go under very similarly shady circumstances. the call center is like a ghost town ,they have been firing people left and right at an alarming rate. everyone there is constantly stressed out and worried about loosing their jobs. everyday the place gets more and more empty.
      the reason behind the high hold times is because there is less and less people to take the increasing call volume which is constantly building up. the bottom line is that they are firing as many people as possible before the merger goes through so they do not have to pay any severance pay. if they kept the amount of employees they had last year the amount of payout for severance would have been in the millions. why would t-mobile want to pay out that kind money to their hard working employees when they can just fire you and keep it ???

    T-mobile is wrongfully terminating its employees and should be held accountable for its actions.

    • FrmRep

      I was let go for the same reasons about a month ago. Had been out on a medical leave due to a back injury. I was called into HR and was told that my only choice was to resign since my condition was preventing me from doing my job. 

      HR tries to force you into resigning. They try to force you to sign papers saying you resigned. That way you are not eligible for unemployment. I refused to sign and was told I couldn’t work.

      I was denied unemployment last week.

      • I don’t think they can force you out for medical issues, especially if those issues arose from working there. You may want to pursue a workers comp case against them. You should also dispute the denial of unemployment, since you were forced out because you refused to “resign”, which would have prevented you from claiming unemployment as well.

        • FrmRep

          Jak, this has been T-Mobile’s standard operating procedure for some time. They don’t let people go. They force employees something they call “decision time” and try and force people to quit. If you sign the papers saying you resign you are screwed for unemployment, but if you don’t sign them they won’t let you work and then force you into a position of abandoning your job.

          They are doing this with the new jacked up metrics they are forcing reps to meet.I’ve seen what they’ve done to me to many people in the years I worked there.

          I was denied unemployment after an appeal.

        • Blah

          all i can say is…. if you perform then you are fine. If your not performing and constantly taking days off… then a call center job is not for you.

        • No Dice

          Wait till the MBE gets so low even the Top 5% banquet winners cant hit them. Post something then….

        • No Dice

          Wait till the MBE gets so low even the Top 5% banquet winners cant hit them. Post something then….

        • boobalah

          You should have hired a lawyer to attend your appeal. You know tmob always denies unemployment benefits!

        • boobalah

          You should have hired a lawyer to attend your appeal. You know tmob always denies unemployment benefits!

    • Briguydj32

      Then why did you agree? In all seriousness, T-Mobile can let anyone go, for any given reason, at any given time…. You signed a document called an “offer letter” which states the fact.

    • Briguydj32

      Then why did you agree? In all seriousness, T-Mobile can let anyone go, for any given reason, at any given time…. You signed a document called an “offer letter” which states the fact.

    • Stressfree

      I was let go as well, different situation, mine was not selling enough. Whats so crazy is the people that let you go, are always the next to get fired.

  • Corporate is a ghost town… people leaving, and lay-offs.

  • 23

    I though customer care was not outsourced?? I just called at 3 pm central and got guy with a huge accent who introduced himself as a cc rep. I asked him what state he was in and said he wasnt allowed to tell me.

  • 23

    I though customer care was not outsourced?? I just called at 3 pm central and got guy with a huge accent who introduced himself as a cc rep. I asked him what state he was in and said he wasnt allowed to tell me.

  • 23

    I though customer care was not outsourced?? I just called at 3 pm central and got guy with a huge accent who introduced himself as a cc rep. I asked him what state he was in and said he wasnt allowed to tell me.

  • 23

    I though customer care was not outsourced?? I just called at 3 pm central and got guy with a huge accent who introduced himself as a cc rep. I asked him what state he was in and said he wasnt allowed to tell me.

  • 23

    I though customer care was not outsourced?? I just called at 3 pm central and got guy with a huge accent who introduced himself as a cc rep. I asked him what state he was in and said he wasnt allowed to tell me.

    • Briguydj32

      they’re not allowed to say… and there are people in this country with accents…. huge ones…. ass

      • Mean Mugger

        Umm they are allowed to say… ASS. And i to am to the point of thinking that they are already outsourcing CC positions, whether they are telling reps if that’s true or not I don’t know. I used to be a CSR and I recently called in for a friend, it was 1pm PT, and I talked to a rep who was definitely from the Philippines.  At first i thought I was in flex pay so I asked if I was speaking with the flex dept or if I had a flex account which he confirmed “no you have a regular post paid account” I asked what state he was in and was told they are not allowed to say,  so I asked what site number he was at and again was told he was not allowed to say, finally I just asked for his rep ID as any rep id will always start with the reps site number, and to my surprise it was not a site number I have ever heard of, so unless T-mobile has been building new sites in the 3 months since I  left I will say they have already started outsourcing CC positions.  And I would encourage any current T-mobile rep to try the same thing, call from a friends account that is not an employee, as when I call in on my old phone number that is an employee account I still 100% of the time receive in house reps. And do the same thing as for there rep id, and look that number up in the site index. i would be curious to see the results.

        • 23

          I’m not an ass. I have an accent myself. I’m just a tmo employee that’s taken back by my employer blatantly providing me false information. It is our policy to be allowed to say what state we are in. And we were also told regular post paid accounts or customer care was 100% US. And that they were not outsourcing. So when this guy won’t even tell me where he is at plus clearly sounds line he’s from the Philipines. I was just dumbfounded.

        • Blah

          well if your an employee like myself then you should really find out the facts then from your support right? we still have a contract with the flexpay reps in the Philipines and we have to stick to the contract with them until it is over… since we no longer activley offer flexpay the only department to put them in was customer care until the contract is over. so instead of being dumbfounded…. ask questions so you get your facts.

        • 23

          Well I did ask and they told they didn’t know. This was the reason for my post here since as you know this page gives us updates faster than we get them at tmo. If you would not have assumed I hadn’t already asked then you would’ve already known that fact.

        • STILL NO DICE!

          THATS WHERE THOSE POSITIONS WILL STAY TOO!  Douche (not a typo) Telecom couldnt care less. They trying to get the biggest bottom line from now till the merger goes through. Greedy much???  Jokes on them. Good job DOJ! What do they care about American jobs? As much as I care about German jobs? 0!

        • Letspartybigfoot

          Who cares if a rep is in the US or not. I doesn’t make them any more or less capable of helping you with your reason for calling. And ultimately that’s what a caller wants to accomplish. Its annoying when customers won’t give people with accents a chance and automatically assume they are incapable or incompetent. Foolish hardheaded americans.

        • Letspartybigfoot

          Who cares if a rep is in the US or not. I doesn’t make them any more or less capable of helping you with your reason for calling. And ultimately that’s what a caller wants to accomplish. Its annoying when customers won’t give people with accents a chance and automatically assume they are incapable or incompetent. Foolish hardheaded americans.

        • Greyfoxxero

          I’ll see your “Foolish hardheaded americans” and raise you a “Language Barrier”.

      • ItsMichaelNotMike

        From what I can determine over the years, no matter the company, when asked, employees in the U.S. reveal where they are located.  But if the CSR is NOT located in the U.S., the CSR or representative has told me what your say “we are not allowed to say.”  (That pretty much is an admission by the CSR he or she is not located in the States.)

        You can test this out. Ask a person with a thick accent where he or she is located, they will tell you “we are not permitted to give out that information.” Ask someone WITHOUT an accent where he or she is located, they will always say at least what state they are in.

        For years I have asked T-Mobile employee WITHOUT accents where they were, they have not hesitated to tell me, some even say the city, but all have said which state they are in.  After that we have chatted about the weather where they are, etc.

        In contrast, every time I have asked a T-Mobile CSR with a thick accent where they were, they told me they could not give out that information.

        Of course the silliness of all this is why, as YOU say, “they’re not allowed to say.”  What’s the logic behind that?  Do tell. What, is there some kind of security concern that customers might find out in which state T-Mobile has customer service centers?  LOL.

        We all know that the “they” who are not allowed to reveal where they are located are the CSRs located outside the U.S.

        And the only reason “they” are not allowed to reveal that information is because T-Mobile does not want U.S. customers to know the CSR is outside the U.S. All kinds of problems can develop on the CSR admitting he or she is not in the U.S.  For example, that will confirm the CSR is most likely reading from a script, that he has minimal knowledge, and that that is the reason the customer is getting lousy service.

        Also, if the CSRs revealed they are not in the U.S. I suspect a large proportion of customers would get angry and either demand a U.S. CSR or hang up and call back until they got one.

        Sidenote:  Your statement also begs the question, why is it that U.S. employees reveal where in the U.S. they are situated?  I guess all those employee are breaking T-Mobile rules when spilling the beans and telling T-Mobile secrets.  Sheesh… it’s a sad day when only furriners live by the T-Mobile mantra… “loose lips sink ships.” 

      • ItsMichaelNotMike

        From what I can determine over the years, no matter the company, when asked, employees in the U.S. reveal where they are located.  But if the CSR is NOT located in the U.S., the CSR or representative has told me what your say “we are not allowed to say.”  (That pretty much is an admission by the CSR he or she is not located in the States.)

        You can test this out. Ask a person with a thick accent where he or she is located, they will tell you “we are not permitted to give out that information.” Ask someone WITHOUT an accent where he or she is located, they will always say at least what state they are in.

        For years I have asked T-Mobile employee WITHOUT accents where they were, they have not hesitated to tell me, some even say the city, but all have said which state they are in.  After that we have chatted about the weather where they are, etc.

        In contrast, every time I have asked a T-Mobile CSR with a thick accent where they were, they told me they could not give out that information.

        Of course the silliness of all this is why, as YOU say, “they’re not allowed to say.”  What’s the logic behind that?  Do tell. What, is there some kind of security concern that customers might find out in which state T-Mobile has customer service centers?  LOL.

        We all know that the “they” who are not allowed to reveal where they are located are the CSRs located outside the U.S.

        And the only reason “they” are not allowed to reveal that information is because T-Mobile does not want U.S. customers to know the CSR is outside the U.S. All kinds of problems can develop on the CSR admitting he or she is not in the U.S.  For example, that will confirm the CSR is most likely reading from a script, that he has minimal knowledge, and that that is the reason the customer is getting lousy service.

        Also, if the CSRs revealed they are not in the U.S. I suspect a large proportion of customers would get angry and either demand a U.S. CSR or hang up and call back until they got one.

        Sidenote:  Your statement also begs the question, why is it that U.S. employees reveal where in the U.S. they are situated?  I guess all those employee are breaking T-Mobile rules when spilling the beans and telling T-Mobile secrets.  Sheesh… it’s a sad day when only furriners live by the T-Mobile mantra… “loose lips sink ships.” 

      • NO DICE

        We are allowed to say just not specific regions or Cities. I KNOW THIS…

  • Briguydj32

    nobody got fired or let go.. these jobs were open requisitions that t-mobile decided to not fill… which makes sense with a looming merger, because the customer care training program is 8 weeks long… That’s a pretty big investment to make.

  • Briguydj32

    nobody got fired or let go.. these jobs were open requisitions that t-mobile decided to not fill… which makes sense with a looming merger, because the customer care training program is 8 weeks long… That’s a pretty big investment to make.

  • Maybe you can drive CWA to stop being a schlep for the telcos going forward.

  • Maybe you can drive CWA to stop being a schlep for the telcos going forward.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Steelers0131

    Unions will do you no good if the company no longer exists. They cannot stop a buyout.

  • Dewey Cox

    If you think that the cuts are not happening you are being naive at best. 

    Payroll is one the of the last controllable expenses a company has. Anyone who knows retail ( and most businesses) when it comes to increasing or maintaining the bottom line (profits) when the top line (sales) is decreasing is to cut the stuff in the middle.Store or call center rents are fixed expenses and cannot be cut. Power is a must ( but how many stores have you been to with reduced lighting and minimal air conditioning? It is not because they are eco-friendly), along with taxes and such.

    No retailer is above doing this. When was the last time you were at a Wal Mart that wasn’t busy as hell? Yet, they have reduced payroll in most locations and you can see the effect it has in the empty shelves and longer wait times at the register. Do less people go there because of this? Hell no.

    T-Mobile retail locations are no different. A majority of stores here in the San Diego area run on a skeleton crew and would run lower if they were not concerned about internal theft….I mean “employee safety”. My bad.

    My biggest problem with the buy out is that it has brought out the best in T-Mobile. Hear me out:

    1) One of the biggest complaints was always the handset selection. Since the buy out started, we have and are getting, the best phones we ever had. iPhone not included.
    2) We advertise more than ever.
    3) Dropped dead weight ( Flex pay, data phones without data, etc…)
    4) Stopped giving the store away to anyone who complains about something.
    5) The best rate plans we ever had. 
    6) “It’sDouchebagNotDouche” commenting less often. And on and on……

    If we had done this years ago, we may not be in the position we are in today.

  • Someone That Knows

    This is a load of BS. T-Mobile  call centers have turned into a living hell for employees. My auntie works at one and she said reps have gone from 650 5 months ago to about 375 currently.  They do not want to pay unemployment or severance so they make the working conditions so unbearable that reps are snapping under the pressure and basically committing a customer mistreat or just walking out due to the abuse and that is just what T-Mobile wants them to do because it lets the company off the financial hook. These employees are being emotionally abused day in and day out to the point it is making the majority of them physically ill. This company is being run by the devil himself and it will never be an honorable company again. 

  • Someone That Knows

    This is a load of BS. T-Mobile  call centers have turned into a living hell for employees. My auntie works at one and she said reps have gone from 650 5 months ago to about 375 currently.  They do not want to pay unemployment or severance so they make the working conditions so unbearable that reps are snapping under the pressure and basically committing a customer mistreat or just walking out due to the abuse and that is just what T-Mobile wants them to do because it lets the company off the financial hook. These employees are being emotionally abused day in and day out to the point it is making the majority of them physically ill. This company is being run by the devil himself and it will never be an honorable company again. 

  • Sunshine Dalton

    I was a T-mobile Tier 3 PDA Technical Support Rep for 2 years. I was let go at the end of May because my “call resolution time” was too high. I had actually brought it down by several minutes in the last few months 

  • Sunshine Dalton

    I was a T-mobile Tier 3 PDA Technical Support Rep for 2 years. I was let go at the end of May because my “call resolution time” was too high. I had actually brought it down by several minutes in the last few months 

  • Sunshine Dalton

    I was a T-mobile Tier 3 PDA Technical Support Rep for 2 years. I was let go at the end of May because my “call resolution time” was too high. I had actually brought it down by several minutes in the last few months 

  • Sunshine Dalton

    I was a T-mobile Tier 3 PDA Technical Support Rep for 2 years. I was let go at the end of May because my “call resolution time” was too high. I had actually brought it down by several minutes in the last few months 

  • Former T-Mobile PDA Tech

    I worked in a t-mobile call center in PDA tech support for almost 2 years. I thought all along it was a great place to work until the merger was announced. And wow did things change quick. We were basically told that not meeting any one metric especially CRT was putting our jobs in jeopardy. They also started introducing more and more metrics that we were expected to meet immediately such as the % of handsets we exchanged. I was excelling in all metrics, except the CRT. I was steadily making improvements and was almost meeting when they changed it and made it even lower. About 3 weeks after that i was let go because of not meeting this metric. I was never put on a performance plan or given a final warning so assumed that since i was improving i would be ok. haha! I have heard from friends still working there that they know of other people let go for similar reasons.

     I also had recently filed a complaint against a coach for discriminatory comments regarding a handicap I have and I had requested some accommodations recommended by my doctor. The request for that was denied.   After reading some of these posts I guess I am a lucky one because I did get unemployment. T-Mobile never responded to their request for info. Maybe they were worried I would sue them since i got fired so shortly after requesting the accommodation and filing the discrimination complaint. 

    I am glad to not be working there anymore. I was so stressed out, and it sounds like it has gotten worse.  My friends still there tell horror stories about the call volume and even more metrics to meet.

  • lily

    you have got to be kidding…you have no idea what you’re going to be giving up. Hope you enjoy paying union dues for the restrictions you’re going to have. Oh and by the way, being in a union doesn’t guarantee your job. It just guarantees you can’t represent your own best interests. Wow…

  • No Dice

    I was a supervisor for 3 years and a rep for 2. My history with the company was great as were my stats and reputation in the call center. I never had attendance issues. For reasons beyong my control (legal) i missed 1 day of work without being able to call in. I offered to present the paperwork to back up my case and was told it wasnt needed. By the end of the shift I was Suspended and fired shortly after.  There was an elaborate story based on twisting of the facts presented to unemploymnet so I would be denied.

    Neither the Coach or Manager showed the slightest interest in my situation. It is well known in the call center what is going on. Reps Have been dropping like flies for bs for months… I would stick up for my reps and was warned to keep a low profile due to my tenure and rate of pay. According to the people “In the know” I was allready a target due to Tenure and pay grade. I was on some sort of list and not for my teams excellent stats. Of course I didnt keep quiet when I saw how unfair our new metrics and adoption expectations were. Boom, Fired. So much for “Stick Together”….To this day i still get calls of people who still work there that cant belive I was Termed and they still work there. Their words, not mine. The biggest loosers here are the customers. Tmob is shooting its self in the foot.

  • No Dice

    I was a supervisor for 3 years and a rep for 2. My history with the company was great as were my stats and reputation in the call center. I never had attendance issues. For reasons beyong my control (legal) i missed 1 day of work without being able to call in. I offered to present the paperwork to back up my case and was told it wasnt needed. By the end of the shift I was Suspended and fired shortly after.  There was an elaborate story based on twisting of the facts presented to unemploymnet so I would be denied.

    Neither the Coach or Manager showed the slightest interest in my situation. It is well known in the call center what is going on. Reps Have been dropping like flies for bs for months… I would stick up for my reps and was warned to keep a low profile due to my tenure and rate of pay. According to the people “In the know” I was allready a target due to Tenure and pay grade. I was on some sort of list and not for my teams excellent stats. Of course I didnt keep quiet when I saw how unfair our new metrics and adoption expectations were. Boom, Fired. So much for “Stick Together”….To this day i still get calls of people who still work there that cant belive I was Termed and they still work there. Their words, not mine. The biggest loosers here are the customers. Tmob is shooting its self in the foot.

  • Dillusion69

    I am currently a retail store rep and our hours have been drastically cut here in the northeast …it is very demoralizing and un motivational, but in a midst of having our hours cut from 40 hours to 30 per week our goals and quota do no change.   so in the managers eyes, we are going to cut your hours but you still need to produce the same level of working 40 hours.

    I’ve grabbed so many of the imaginary brass rings that it’s finally dawned on me that they’re just that. They’re completely imaginary. The only thing that’s real is me, and the fact that day in and day out, for almost 3 years, I’ve proved to everybody in the world that I am the best in that store, in the market, and even in the region!!. Nobody can touch me. And yet, no matter how many times I prove it, I’m not even thanked for the amount of business I produce, but my hours do get cut!!!

    after I’m gone… you (the customer) is still going to pour money into this company — I’m just a spoke on the wheel — the wheel’s gonna keep turning. And I understand that… and T-Mobile  is gonna make money despite itself… it’s a million dollar company that should be a billion dollar company… you know why it’s not a billion dollar company? It’s because it surrounds itself with glad-handing nonsensical shitty yes-men like all the store managers, who’s gonna tell upper management everything they want to hear… and I’d like to think that maybe this company will be better after its sold to someone else, but the fact is it’s gonna still be controlled by the disfunction called upper management