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.

  • http://pulse.yahoo.com/_FJWFWC26GDVH5GMEEWZWF7QCK4 Scott

    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.

  • http://pulse.yahoo.com/_FJWFWC26GDVH5GMEEWZWF7QCK4 Scott

    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..

        • http://pulse.yahoo.com/_6DE3RJMKLB4RQIIA56WUTZSCDI 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.

        • http://pulse.yahoo.com/_Z73DBLVGXYXWNTNLWMG42AEA4E david m

          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.

        • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

          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. 

        • http://www.facebook.com/profile.php?id=710725095 Jason Crumbley

          Add the Sensation to that list.

  • http://twitter.com/shinkinrui shinkinrui

    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.

    • http://tmonews.com David

      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…

      • http://twitter.com/shinkinrui shinkinrui

        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.

    • http://tmonews.com David

      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…

  • http://twitter.com/shinkinrui shinkinrui

    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.

  • http://twitter.com/shinkinrui shinkinrui

    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!

  • http://twitter.com/Vision77 Vision77

    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.

    • http://www.facebook.com/profile.php?id=710725095 Jason Crumbley

      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