Five Recommendations For T-Mobile USA In 2012

I came across an article yesterday afternoon from Matthew Miller, a ZDNet Contributor and T-Mobile customer whom I also had the pleasure of meeting this week at CES. Miller’s post highlights five simple recommendations for T-Mobile in 2012 to help solidify their user base and re-establish themselves as a player in the US wireless market. T-Mobile highlighted at their 2012 CES event that they continue to expand their HSPA+ coverage, rollout new devices and heavily focus their message on value, value and value. Like Miller, we believe those are all good approaches, but there is more T-Mobile can do to stay competitive and become an underdog nipping at the heels of Sprint.

T-Mobile’s Chief Executive painted a picture for T-Mobile to work furiously to keep customers and while some of their ideas have been revealed, there is still a lot of work to be done. So what can T-Mobile do? Here’s what Miller thinks they can do and we have to say, we agree on all 5 points.

  1. Shared Family Data: This one is a little tougher to sell, especially since Humm just went on the record with the New York Times saying Shared Family Data wouldn’t be coming to T-Mobile. That being said, a rightly priced shared data plan could end up boosting T-Mobile’s place as a value carrier, especially with the industry leaders AT&T and Verizon planning on introducing their own shared family data plans later this year.
  2. Notification To Primary Account Holder Before ANY Account Actions Are Taken: Yup, we’re looking at you billing date changes and pay-per-use data charges introduced in 2011. The good news is T-Mobile acknowledges these mistakes and plans to make it a major part of reducing churn in 2012. Miller recommends T-Mobile start a policy where NO actions or changes to the account are made without the permission of the primary account holder.
  3. Remove Upgrade Free: Yeah we get it, this fee is an industry staple. T-Mobile should do away with them, making upgrading a seamless and inexpensive experience. The only charge to the customer should be that of the equipment they are purchasing. If they don’t want to do away with them altogether, do away with the fee for long-time customers to help cut churn and encourage upgrades.
  4. Loyal Customer Upgrade Bonuses: T-Mobile, along with almost every carrier in the US lets customers receive a full subsidy on a new phone once every two years. Sometimes those discounts begin at 20-22 months. Unfortunately the timeframe for the introduction of new phones is super fast today and well below the 24 month timeframe that sounded good at the time the standard upgrade cycle was introduced years ago. How about 12 month upgrades? How about a program similar to Verizon’s former New Every Two program which offered a $100 discount on upgrades for two-year contracts?
  5. Work With Apple To Get The iPhone On Their Network: Yeah I know, you’re tired of hearing about the iPhone…we’ve been talking about it a lot this week. Except, if T-Mobile potentially sold 1 million iPhone’s to their 33 million customers, that’s a big deal. An even bigger deal would be the customers who wouldn’t leave because the iPhone is on the network. We make a big deal out of having the iPhone, because T-Mobile’s CEO says the iPhone is the single biggest influencer of T-Mobile’s churn.

There are other additions we could make to this list, and we recognize that some of you will agree to disagree about these 5 recommendations. The point is, we’re trying to show T-Mobile what the end-user thinks, and where frustrations truly exist. What do you think? What would you add to this list?

ZDNet

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  • Androiduser

    I’ve got a 6th suggestion: Stop outsourcing customer service calls to other countries! I can never understand the person on the other line!!!

    • Anonymous

      fun fact: if you are on a contract you get people within the US

      • Insidetmosite

        Not true.. Calls are routed overseas when call volumes rise over a 4 min hold time for customers. Calls are answered in the order they come in, by the first available person. Hanging up and calling back doesn’t do anything but put you at the back of the line.

    • I’ve always gotten someone I could understand.

    • Jcj1

      only prepaid and flexpay are outsourced, go postpaid and you will have no problems unless you don’t understand english

  • andrew bui

    work with apple should 1#

    • Ian Castillo

      tmo doesn’t have the money sprint had to pay to get the iphone an their network and tmo doesn’t have the bandwidth to support it. also it would not drive customers to tmo but only keep them from leaving 

      • J-Hop2o6

        That’s a lie. Tmo can support the iPhone users just fine, better than AT&T since their 1900 band is clogged up with 2G & 3G/HSPA+

  • Pooppoop

    they should keep the $18 upgrade charge but either incorporate into the price of device or put it on the bill….

    trying to sell a device to a customer is ridiculous..”the phone is $250 plus $18 for the upgrade fee”

    “why am i being charged an upgrade fee?”

  • The Observer

    I think they should  shorten the 22 month upgrade policy to 20 months to be eligible for full upgrade on a phone. Maybe to 18 months like Sprint

  • Tmoguy1

    Many people seem to think that for T-mobile to remain competitve they must not only be on par with other carriers (Iphone, LTE), but also be better. Yet every negative (aside from Iphone and LTE) brought up against Tmo is seen on every other carrier as well. All carriers have been guilty of activation and upgrade fees, spotty network coverage in various areas, slwo data speeds in various areas, etc.

    I agree that not having the Iphone makes Tmo look like a lower-end network not a big competitor. Working in a store, it sucks to say, Yeah we are the only big carrier with Iphone (and LTE).

    They should invest in the phone, or open up their netork to allow 3G data with Iphone(something they did in the west) and offer better support for mms etc. But gettingh a Tmo branded Iphone would be best.

    But thety also (to be on par with other major carriers, need better phones) When I think Verizon, I think of the Droid (due to excessive marketing), Tmo needs a high end device which attracts customer aside from Iphone as well.

    Network, best investment would be LTE. whe customers start hearing that tmo has no LTE and everyone else does, customers (even if they have no idea what LTE is) will leave.

    I remember when we were the only carrier without 3g. Customers would come in saying we don’t have 3g so they are going to At&t for the Iphone3g (even after we explained that Iphon 3G had no 3g datat access) customer didn’t care what 3g meant, they just knew it was better.

    True many customer do not care about the technical difference between LTE and 3g/4G, but saying we are the only one without it kills us. One LTE tower anywhere fixes that for the company so we can at least say we have it. I know many might argue with me here, but work in a store and you will see customers want Iphone because it is the best, ask why it is teh best, the customer has no idea, but they are going to leave and buy Iphone. Same is true when tmo was the only carrier without 3g.

  • Big T

    T-Mobile needs the iPhone….badly.  I bought both the G1 and G2 at launch, but my G2 is starting to show it’s age physically and I’m getting tired of Android.  There is no good reason for T-Mobile to NOT have the iPhone at this stage.

  • Tmoguy1

    Many people seem to think that for T-mobile to remain competitve they must not only be on par with other carriers (Iphone, LTE), but also be better. Yet every negative (aside from Iphone and LTE) brought up against Tmo is seen on every other carrier as well. All carriers have been guilty of activation and upgrade fees, spotty network coverage in various areas, slwo data speeds in various areas, etc.

    I agree that not having the Iphone makes Tmo look like a lower-end network not a big competitor. Working in a store, it sucks to say, Yeah we are the only big carrier with Iphone (and LTE).

    They should invest in the phone, or open up their netork to allow 3G data with Iphone(something they did in the west) and offer better support for mms etc. But gettingh a Tmo branded Iphone would be best.

    But thety also (to be on par with other major carriers, need better phones) When I think Verizon, I think of the Droid (due to excessive marketing), Tmo needs a high end device which attracts customer aside from Iphone as well.

    Network, best investment would be LTE. whe customers start hearing that tmo has no LTE and everyone else does, customers (even if they have no idea what LTE is) will leave.

    I remember when we were the only carrier without 3g. Customers would come in saying we don’t have 3g so they are going to At&t for the Iphone3g (even after we explained that Iphon 3G had no 3g datat access) customer didn’t care what 3g meant, they just knew it was better.

    True many customer do not care about the technical difference between LTE and 3g/4G, but saying we are the only one without it kills us. One LTE tower anywhere fixes that for the company so we can at least say we have it. I know many might argue with me here, but work in a store and you will see customers want Iphone because it is the best, ask why it is teh best, the customer has no idea, but they are going to leave and buy Iphone. Same is true when tmo was the only carrier without 3g.

    • Big T

      I always wondered why they made their stores look just like Apple Stores (white sterile look) and yet didn’t get the iPhone.

      In the beginning of 2010, T-Mobile could have worked a deal with Google and made the Nexus One their “Droid” or “Evo” but missed a golden opportunity, IMHO.

      • SteppinRazr

        The Nexus One really could have saved T-mobile, even as an employee I was trying to figure out a way to get one and I was going to pay full price. Customers would have loved that phone but sadly hardly anyone knew what it was. Same with the Nexus S, I don’t think people even realized there was one for T-mobile, but every time you go to best buy the sprint version is the first phone you see. Now Verizon has the Prime. What is T-mobile doing? Trying to fail?  They really did have the best opportunity to stand apart from the rest of the carriers with Android and instead just crapped all over it.

    • BigMixxx

      On point…right on point…

    • Anonymous

      I know US consumers are so uninformed and make decisions AGAINST their own interest it’s crazy.

    • Dr.J

      I feel your pain..I dont work there but as a LONG time Tmo..it kills me 2 see 90% of my friends with an Iphone & every app & game being available first or only for iPhones..for one moment I was gonna say f it & leave Tmo for At&t..but I realize how much money it would cost me to go thru the whole process..& cost me more just to get the same plan! Tmo should have kept the Nexus as there main phone & maintain with that like evo or iphone..but didn’t & put out different half ass phones to please the ppl..I have the MyTouch(HTC..not LG another half ass phone) & its a decent phone..if they focused on this phone..gave it some upgrades..it maybe could compete with the iphone & droid..but ofcourse you know they wont..Listen ppl dont care..they just want the latest thing that can do EVERYTHING & supposly thats the iphone..if Tmo wants to get back in the game..then they need something that can shut up the iphone! ~Dr.J

    • Its not about opening the network to work with the iPhone on 3G, its that the iPhone doesn’t support T-Mobile’s AWS bands.

  • Anon

    Regarding upgrade fee, it only applies to the Classic Plan. When I went from Classic to Value Plan, no upgrade charge.

  • Seanmmvi

    as a tmobile sales rep that freakin upgrade fee is the most annoying thing ever… ive had people walk because of it…

  • Anonymous

    There is no upgrade fee for value plan customers and they get the equivalent of same as new pricing after 20 months

  • Fer428000

    The iPhone on top and family shared data right above it

  • 1 and 2 maybe, but 3, 4, and 5 are a must.  Those will bring some life back to T-Mobile, and let the customers know they are listening.  

  • Rob rollings

    I agree with this list, especially number 4. It was fine several years ago when you bought a phone every two or three years. There were less phones and more time between when a phone came out and the bigger/better ones replaced it. But nowadays, the bigger/better phones are coming out throughout the year. End of life for them are a lot shorter as well. I got a G2 a year ago and, I think, it reached end of life before it was out a year! But I have to wait another year for a full upgrade? This 2-year upgrade policy definitely needs to change.

    • Dominique

      My Mytouch 4G is still in use, does everything the new phones do, and has the same operating system.  Why do you need a new Android phone when yours can run all the same apps and the same Android operating system?  Because you don’t look as cool?

  • BigMixxx

    I don’t care too much about shared data.

    iPhone should come to t mobile.  Humm Should recognize it, and ask for it, openly.

    T mobile MAKES a Ton of money for the size of network and customers it has.  A ton….compared to the next nearest competitor, Sprint, they make a LOT of money.

    Sprint stopped it’s bleeding with the Evo and iPhone, plus changes in their wireline operations….
    T mobile has a 2 really good android phones, now get an iPhone and you will attract a LOT more customers, especially from the metro, Leap and US cellular.  T mobile literally can kill All of that business with 2 more attractive mobile phone offerings….

    They also can begin a slow bleed from Verizon and AT&T with an iPhone.  

    That would give them quarter over quarter, sequential growth at or above the rate that they are moving now.  While adding a net 130K to 140K is good, adding a net 200K to 300K would be better.

    iPhone also offers a natural ecosystem.  People who buy iPhone, love it, and will stick with it.  I know a person that is on Att, she has an iphone, and an android device.  Her iphone sim card slot broke, she still uses it as an ipod….Not smart in my opinion, but it shows the dedication to the platform.

    Bring more attractive devices….the Lumia 710 is cool, but the 800 may have been better, even though ATT would have up’d them with the 900, the 800 is on par.  This force HTC into a position to provide better devices, and kills of LG as your provider.  And finally….Stop letting samsung give t mobile crap…

    Ultimately, become a smartphone exclusive provider.  more money in that….IMHO

  • Anonymous

    Throughout 2011, tmo did a number of things to align with other carriers….billing cycle changes, nickle and dime fees for various things, upgrade fees (which have been around for awhile) just to name a few…..tmo should begin to go against the grain again…..be more consumer friendly outside of valueplans…..i dont see upgrade fees for legacy and classic customers going away bc tmo is pushing value (why give ppl an incentive to renew on classic)….this is also why tmos sales dont include classic customers…..tmo should go after the iphone because it makes them stick out like a sore thumb in a bad way….the question remains how much is dt and or tmo willing to sacrifice for the iphone? Shared data isnt necessary bc vzw and att will charge an arm n a leg for it…..tmos ala carte style data plans will probably be better anyway…..id like to see tmobile expand its footprint more than anything else….give employees and customers confidence in service in those less densly populated areas.

  • #5: Not worth it. The price Sprint had to pay for the iPhone ($20 billion over the next FOUR years??) is just outrageous. The Magenta network should instead use that type of money on their network instead of a phone that’s a step-backwards from current offerings like the Samsung Galaxy S II or the HTC Amaze 4G.

    • Jaygqitalia

      You seriously under estimate the power of the Iphone. You need to realize that your AVERAGE customer, which is more then half of the base , does not even care to look at a samsung, or HTC phone. What they care about, or even know about, is the IPHONE. Thats what they want, because its popular. Yes, I know its a stupid logic but thats the reality. All their friends have Iphones, they want an Iphone. Most people I know with an Iphone doesnt even know what an amaze or Galaxy S is. One person I know does but his response was ” Who cares, its not an Iphone ” lol

      • Dominique

         Sad to say, but you’re completely correct.

      • Anonymous

        With no disrespect intended, I don’t think that is correct.  It may be some of what accounts for why people choose iphone, but surely not all.  I think a lot of it has to do with usability, integration of services, and apps.  The iphone just works.  You don’t have to customize it, screw with it or anything else.  It has an integrated program (personally I cannot stand itunes, but it is what it is)  that allows you to load music, videos and buy what you want, and it has a large vetted library of apps.     Android phones (and I have owned a lot of them) are often buggy, require a bigger learning curve, and have no integrated client for people to load music/videos. While that may not account for all of why people want the iphone, it probably accounts for some if it.

  • Anonymous

    I’m leaving TMobile as soon as the Nokia 900 launches on ATT.  Their support for Windows Phone has left them with an awful selection of low end phones to go along with the slow data speeds and spotty coverage.

    • Anonymous

      T-Mobile announced they’ll have multiple WIndows Phones this year at multiple price points.  Having entry level phones, mostly because A LOT of T-Mobile’s customer base hasn’t adopted smartphones compared to a&t isn’t a bad thing.  Really, like 70% of at&t’s 90 million customers have smartphone and they’re using it on a slower data network.  While only 30% of T-Mobile’s 33 million customers have smartphones and they have access to a faster nationwide network.

      • Mark Hennessey

        I think they are getting low to mid Windows phones because they don’t have LTE.

        • Dominique

          That’s just stupid.  So they can’t get a high end Windows phone because of no LTE but they can get the number one Android phone?  Windows doesn’t have enough clout to make demands.  They are at 1% marketshare in smartphones in the world and you think they are picky? 

      • Dominique

        Your wrong UMA_Fan.   Last year, T-mobile customers upgraded with smartphones 70% of the time.  They even sent out an email about it.

      • Anonymous

        LTE on a crowded network is going to be faster than the Edge I get about 75% of the time on TMobile, and it won’t be close.  That’s not even including ping times, which are significantly faster on LTE and a significant speed problem with HSPA+.  On top of that, TMobile’s coverage is far spottier in general for just connecting to the network at all.  Combine that with the fact that TMobile have announced they’ll have multiple phones but ATT *HAS* multiple phones announced or shipping now, and you have a case where one network has put their money where their mouth is.  I’d love to be able to stay on TMobile–it’s considerably less expensive, and I am grandfathered into true unlimited data.  But they don’t have the handsets now, they can’t prove they’ll have them in the future, they have poorer coverage and at slower speeds, and I have a phone that is too long in the tooth to wait for them to get their act together. 

  • Milk

    How about “Truly” unlimited data not tiered!!!! and unlimited data roaming….i phone i could careless about…oh free upgrades would be stupendous

    • Dominique

      You already get unlimited data roaming, except outside the US and every carrier charges for that.

  • Anonymous

    6. Get a highend Windows Phone Device.

    • Dominique

      That I can highly agree with.  The 710 is an entry level and they need the Lumia 900.

    • Littlesis1774

      No more windows phones for me. It is about time for the iphone

  • Frankvallynot

    I’ve been with tmo for 5 yrs my contract ends in a few weeks and what they need to do is give me a huge ass discount for the HTC amaze cause I’ve been to loyal for to long

    • commonsense

      kill yourself, they dont owe you anything for staying with them for so long… the reason is that you like the amount you pay per month. YOU choose to stay with tmobile, if you dont like the price of the phone that YOU want to buy, save your money until youre able to AFFORD it. They do offer other phones, just like other retailers ALSO sell t-mobile phones. Im an employee and i know better than to shop in a cell phone company’s retail store. SAME GOES WITH ANY CELL PROVIDER, if you dont like the price they offer, SHOP AROUND. Companies dont like losing money, which happens when everybody wants their free phones and heavily discounted high-end phones Typical american, always wants more for less..”oh i signed a contract with you so u should give me something in return…” what a joke

    • Anonymous

      maybe you should be happy you’re paying a lot less than what you would pay at another carrier instead of somehow demanding something from t mobile

      • Mirad77

        ATL  WTF do u have with pple saying what they think of their carrier. Say what you want and move on ,not bitching to anyone that wants something for being loyal. Get a life of yours not wating on others. What do u work for TMOUS? 

        • Anonymous

          What is,”wating”?
          Am I somehow not entitled to my opinion because you disagree with it?

      • Wilma Flintstone

        I’ll have to disagree with you here ATL GUY.  I’m in ATL also but I don’t know why people say the plans at Tmobile are the cheapest.  Right now I’m paying $100 for Unlimited talk + text and 5GB web.  If I upgraded to 10gb Web, I’d have to pay $125 (Before Taxes) a month for everything. 

        I have a friend on Verizon that is paying $120 (before taxes) for unlimited Everything and they get 10GB so technically Verizon is cheaper than Tmo there.  The weirder part is that he switched over to Verizon from AT&T about 3 years ago and got a cheaper overall plan and yet I’ve been with Tmo since 03 and my plan got switched without me knowing (Haven’t upgraded since 03) and is higher priced.

        I’ve been trying to find a plan on Tmo thats cheaper than $100 for Unlimited talk + text + web but it seems that they don’t have any.  Not sure what the deal is with that.

        • Dominique

          Your plan with T-mobile is $89.99 plus tax for unlimited talk, text and web(5GB).  Verizon for unlimited minutes is $69.99, unlimited messaging is $20, and 5GB data is $50.  That’s $50 more a month than T-mobile’s plan.   Don’t believe me?  Go to Verizon’s website and look for your self, it’s what I did. 

        • Wilma Flintstone

          Interesting.  Now I want to know how my friend got all that plus a 10GB plan for $120.  I’ll have to investigate this further.

        • Nyuhsuk

          Sounds like a VZW fanboy lying about to inflate VZW…

        • Anonymous

          Gee Wilma, don’t know how long you’ve been with Tmo but if its been long enough, call the loyalty department. I have unlimited everything loyalty plan for $75 + fees. My cost is like $86. Monthly fee never changes. I’ve been with Tmo forever, back when it was VoiceStream and our girl then was Jamie Lee Curtis (I still think she’s a super hottie!!)

        • Wilma Flintstone

          I’ve been with Tmo since 2003 and never used an upgrade.  I’ll call them about that plan.  What is your plan called or does it have a specific name?

        • Anonymous

          The plan is called the Unlimited Loyalty Plan. I’m grandfathered in with real unlimited data (although I very seldom use more than 500mb per month). I actually received an email from Tmobile offering this to me. I use my phone for business and was on the regional 3000 minute plan for $50 a month. When I finally got a smartphone (the G1) I started paying the $75 per month (data+text). I got an email stating since I was a loyal customer, I was eligible for the Unlimited Loyalty Plan. So I didn’t pay any more or less, but now my minutes are unlimited and roaming is free. I have two sons that live in Detroit and when I’d visit them, the roaming would kill me since I’m in OKC. The Unlimited Loyalty plan allowed me to continue using my phone when I’m on vacation w/o any fees (I do IT support). Good luck.

        • Anonymous

          I’m curious how you guys are getting this ‘True’ unlimited plan.  I’ve had T-Mobile data since 2003 or something (their Total Internet package for $20) and once the throttling began, I’ve been getting throttled myself when I hit 5GB.  What plans did you guys have?  Are you sure you’re really getting ‘unlimited full speed data’ since it seems like you guys have it but don’t use it.

    • Anonymous

      Wait did you sign a 5 year contract?
      Sounds like they DID give you something 2 years ago.
      Now they will give you something again if you sign a contractOR you can get into a lower cost non contract plan

      I don’t see the problem here.
      are you saying you want a low price non contract plan yet you still want a subsidized phone?

      let me know how that works out for you

  • Heisenberg

    As a T-Mobile sales rep, I definitely agree with #3.  They either have to remove upgrade fees or mail-in rebates.  Having both makes the advertised price of the phone very inaccurate.

  • Anonymous

    Tmobile doesn’t need to sell the Iphone just the Iphone mini sim in markets that have 1900 3G. I would love a shared family data plan, my wife hardly uses over 500MB. On Classic plans just take off $21 for every month of service for an upgrade, that is $504 after 2 years. Plan changes or upgrade fees need to go away if you have been a customer for over 2 years. I agree, put up a LTE tower near the flagship store in every 4G city, so Tmobile can say they have LTE!

  • MUSICMANA212NYC

    BRING THE IPHONE TO TMOBILE IAM WAITING FOR THAT GREAT DAY TO COME ….

  • Dbarker65

    I have been with TMO for over 10 years and in the past I have always been able to call customer loyalty specialist to handle all my situations.Ever since the AT&T fiasco,when I call I get lumped in with the general population and get the same treatment as someone who signed up yesterday.I have been loyal and faithful to you for over 10 years,have recommended you to friends and extended family and they have joined,have been late 2 times in over 10 years and just by a few days.I am NOT the general population.
    TMO you need to realize who butters your bread and stop trying to bite the hand that feeds you.I have taken care of you 10yrs*12months*$150 avg/monthly bill=$18,000.
    I will forgive your crappy service over the last year and a half,IF you start acting like I matter to you.I will go another 10 years @  $200.00 month If you start acting like I matter to you.
    The decision is yours to make.My contract expires in 2013.Lets make this a great year and listen to the ones who are loyal to you!

    • SDZahar

      Well said , I could not have said it better my self . I have 3 lines and a nmember since Imnipount

    • Dominique

      If you went to the loyalty department then you have always threatened to cancel.  It’s always been that way.  I’ve been with T-mobile since 2002 and was lumped into the general population and didn’t feel the entitlement that you do.  You’re not special to have your own department, just call the same CS that I did.  You being there one year longer than me doesn’t make you better.

      • Dbarker65

        Nice to think you know me but you don’t.I don’t threaten to cancel so please don’t make assumptions about me.TMO used to have a much better customer service which was what my point was.I now say that after I have seen the decline in this service,that is an option I am looking at.I haven’t always “gone there” more like they always directed me there to help with an issue I was having.
        Please comment on the article at hand not on the people you think you know…

    • Anonymous

      I have called up T-Mobile almost every year to add a line or something else and have ALWAYS been given something. I have gotten cheaper data plans, free text messaging, large discounts on new phones…

      I think it might be either the rep you are dealing with or just your own demeanor when you call in. I only say the latter since your post there is very condescending.

  • I’m all for removing the upgrade fee.  Also, they should change the upgrade subsidy schedule from 22 months to 12 months (50% subsidization) and 18 months (SAN subsidization).

    • Anonymous

      so you would be happy with a low or mid range android phone for free every 18 months?

      maybe a dumb phone free every 18 months?

  • Hottwingscoldbeer

    I work in the customer loyalty department. I can tell you firmly why customers leave and what they want.

    Coverage.
    Customer service/billing.
    Iphone.
    Getting a deal.

    Working backwards, getting a deal is not the same as value. Verizon has the most customers and the highest rates, but people love to hear ” free phone” or whatnot. They pay more for the feeling of having gotten what they wanted. If I won’t meet their emotional need they quit, insulted. They willingly pay more.

    Iphone doesn’t matter. Verizon got to over one hundred million pops and just got iphone a few months ago. I would rather let iphone customers go than keep them and not make money on them. Good bye.

    Service and billing is big, and totally our own fault. A lot of things got messed up or just not cared about when the bosses thought we were getting sold. Who cared about JDP when we weren’t going to exist anymore? We need to go back to 2010.

    Coverage. Huge huge huge. And our achilles heel. There is no substitution for coverage. This is the ace of spades. And we have got to improve it. Too much of our footprint is 2G and even where it shows 3G on the map it’s too often spotty and slow.

    That’s my insider opinion.

    • Bob

      Hi hotwings. Is T-mobile still giving out the device that is suppose to improve coverage inside ones house. Around a year ago I was suppose to get one until the loyalty department determined that my area was only 2g and the device would not work. Now we have 4g in my town and coverage in my house is still bad. But then I thought about that device.

  • Anonymous

    I hope they don’t remove upgrade FREE!!

  • coverage

    My freinds whim always have service make fun of me because I don’t have service on tmobile I hate it tmobiles coverage is a joke

    • Minioninnc

      And then I laugh back at them cause they are paying twice as much as I am. That gets them everytime. :)

      • Anonymous

        Heh… personally, I’d rather have a signal than pay a little less.  Thank goodness the DC area is well covered.  I remember back in the day, I needed to keep my phone on the windowsill and use a headset to get any reception at home.  This was in both Baltimore and Philadelphia.  Sad.  The coverage is still nil at my parent’s house right outside Philly in a nice suburb.  Unacceptable.

  • Anonymous

    Seriously if you can’t deal with getting a new phone every 20 months it’s time to change your unrealistic expectation that the cell phone companies somehow owe you a phone every year!

    With that being said maybe they should discount them at the 1 year mark but not to the full discount.

    • Anonymous

      also if you need a phone every year you can sell your previous phone and probably still get some good money for it!

      cracks me up that people think they are somehow entitled to so much simply because they are a customer.

      And it’s usually people that want THE BEST HIGHEND PHONES!
      There are PLENTY of mid range phones available at a great cost yet some customers think they should get a high end phone at a low end phone cost!!

      Get a clue!!

      • Anonymous

        Tmo should give classic customers an opportunity to switch to value with a huge fee. Tmo wants its customers on value but quit a bit of them jumped on classic right before value was available

        • Dominique

          Value plans were started just 2 weeks after the Classic plans, so that’s not the case with “quite a bit of them”.

  • Hottwingscoldbeer

    I work in the customer loyalty department. I can tell you firmly why customers leave and what they want.

    Coverage.
    Customer service/billing.
    Iphone.
    Getting a deal.

    Working backwards, getting a deal is not the same as value. Verizon has the most customers and the highest rates, but people love to hear ” free phone” or whatnot. They pay more for the feeling of having gotten what they wanted. If I won’t meet their emotional need they quit, insulted. They willingly pay more.

    Iphone doesn’t matter. Verizon got to over one hundred million pops and just got iphone a few months ago. I would rather let iphone customers go than keep them and not make money on them. Good bye.

    Service and billing is big, and totally our own fault. A lot of things got messed up or just not cared about when the bosses thought we were getting sold. Who cared about JDP when we weren’t going to exist anymore? We need to go back to 2010.

    Coverage. Huge huge huge. And our achilles heel. There is no substitution for coverage. This is the ace of spades. And we have got to improve it. Too much of our footprint is 2G and even where it shows 3G on the map it’s too often spotty and slow.

    That’s my insider opinion.

    • Dpro

      Ok Mr customer loyalty, let me give a different perspective from a long time T Mobile customer.

      T Mobile used to have 1 year upgrades. They stopped it around 3-4 years ago. They should bring it back.

      T Mobile used to reward long term customers with free phones without asking and discounts if they have not upgraded their phone in 2-3 years. They stopped that as well.

      Now lets get on to the list you laid out. We will start with the bottom, getting a deal is not a deal breaker but it sure makes the customer feel good at the end of the day.
      I sell custom performance car parts as one of the things I do in life. I can tell you that when I give a customer a little break it makes them quite happy. Something you and T Mobile could learn and What T Mobile used to do.

      Now lets move on to actually one of the more important flaws that T Mobile suffers from at this time. The lack of the Iphone.

      You can sit there and list as #4 reason but there are over 1 million Iphone users on T Mobile right now using edge service because they like the phone and IOS. That is huge numbers in upgrades if T Mobile got the Iphone.
      On top of that all the customers that would come from other carriers because of pricing.
      Now the other issue T Mobile creates themselves. Everytime someone tells CS they want a Iphone instead of saying that’s a great phone we have something equal to it. They say why would you want an Iphone Android is superior. People do not like being told their decisions are wrong.
      T Mobile has a bad habit of doing this to Iphone customers. Your attitude is part of the problem.
      T Mobile is not hemorraging cash like Sprint was. T Mobile could afford to get the Iphone and it would bring in quite a bit of cash and customers.
      Once again your attitude is bigger part of the problem at T Mobile.

      Now on to billing. T Mobile has gotten downright predatory in their billing practices of late. Seen it heard it. Its the truth. They need to back off and be a little friendlier and stop with all the stupid little fees they have started adding on to everything.
      They also need to bring more call centers back to the U.S. the outsourcing of call centers has not helped at all.

      Finally coverage you are right coverage is an issue but you know what, more than coverage is the whole CS and loyalty departments attitudes these days. I hear and see way to much about how bad you guys have become and your attitude above does not help.
      Stop chastising people for wanting perks, Stop chastising people for wanting a very popular phone you do not have because they happen to like it.

      Oh and to any of the Fandroids that want to say IOS is for stupid people. I know way to many tech savy very intelligent  people in the business who want and  use the IPhone because it works and IOS is pretty damn smooth and efficient.

      • Dominique

        You notice when the 1 year upgrades quit?  When smartphones came around, because the subsidy on smartphones is much more than basic phones.  No carrier can do full upgrade pricing each year, even for loyal customers.  I was a customer with T-mobile for 7 years and I didn’t feel the entitlement that you do for T-mobile to bend over backwards.  I was happy that they gave me service at a price that was lower than the other carriers, which is the same reason I stay with Dish Network   I’m sure you get special loyalty deals with your cable or satellite provider too……nope. 

        People leave for varied reasons but the upgrade pricing is a stupid reason.  Yes, go to another carrier and get an Android or Iphone for a cheaper price and then pay $700-$1500 over the course of 2 years more but you have the satisfaction that you saved some money up front.  So many customers, even when you break down the math and savings, still look at “free phone” from another carrier and jump ship even when they pay way more in the long run.

        • SteppinRazr

          A One year full discount was not the same as a Two year full discount, they were priced accordingly. I would assume technically they could still do those One year upgrades but choose not to because its better to have a customer in a two year contract.

        • Dominique

          After 12 months you are eligible for an Early Upgrade pricing.  Nobody takes it because it might only give a $100 discount on a $500 phone.  It’s there if you want it or wait 10 more months to get the full upgrade.

        • SteppinRazr

          I don’t think you understand what I was talking about, T-mobile used to offer 1 year contracts for upgrades if the customer did not want to sign a two year contract. It was not an early upgrade the upgrade price was way better then an early upgrade price but not as good as a two year contract. Then they made it so only business customers were eligible to do that, and now its not even an option.  I agree it should be brought back though especially with how often smart phones are coming out.  Early upgrade pricing is usually pretty close to cost, as an employee if you jump online and check your upgrade eligibility and instead of using a discount look at what the device would cost you full price, most devices will line up with what customers pay as an early discount.

        • Ashton

          Why do people need a new phone each year.   I’m still rocking my Mytouch 4G, running CM7,  for 15 months.  I can get a big discount off of a new phone, because I work for t-mobile but it’s not worth it.  My phone works completely fine and it runs all the apps that the new phones run.  What’s the issue? 

        • SteppinRazr

          The Mytouch isnt even 15 months old. I too had a Mytouch 4g running CM7 which was nice used it for 6 months then moved onto the next one. Their are alot of people like me that would prefer to not wait 22 months and being given the option of one year makes it easier to sell the phone you have to buy the next.

        • Ashton

          I got my Mytouch 4G 2 weeks before launch in the middle of October 2010, which if you do the math was 15 months ago.  It was released to the public on November 3rd 2010, 14 1/2 months ago.  Yes, I’ve had mine 15 months and I do get a big discount as an employee but there’s been no reason for me switch.  The only reason would be to get a bigger screen, that’s it.  Only other thing I can think of is to say, “Look at how cool I am with my new phone.” 

        • Anonymous

          1) Most people are not rooting their phones and laying down nicer ROMs than the stock ROMs.  Nor do they know how to clean off their phone after a long period of use.  This the where the desire for new phones comes.  It’s just like your average PC user.  After one year, that computer is chock full of crap.  Your average consumer is going to want something clean and new without having to clean anything up.  Sad but true.  Yeah, I still use my HD2 with a clean Gingerbread 2.3.7 build.  But how many people do you think did that or anything similar to that?  Probably not that many.

          2) Simple marketing my friend.  There’s always something new out.  Your average non-techy gimme gimme consumer is going to want something new once it catches their eye.  Not because of any true technical advancement but because of the word ‘new’.  Sad but true.

    • Mark Hennessey

      Regarding iPhone “defectors”… if someone has been a WinMo/Blackberry/Android user and wants to change to iPhone the HAVE TO LEAVE. 

      T-Mo should be about choices; including the iPhone.

      But you hit the nail on the head about coverage. 

      I’ve been with T-mo since the G1 came out, and there are 3 things that makes me want to move away 1)horrible coverage once I’m away from a major city, 2) The way I was treated as a Vibrant early adopter. 3) Pretty paltry selection of Android phones if I do stay.

    • danubius

      Good to see there are guys like you, Hottswingcoldbeer, who can see your company’s problems so objectively from inside. I personally experienced your customer billing’s fiasco recently when I switched from an old legacy postpaid plan to a prepaid Monthly 4G plan after buying an Amaze 4G phone outright, without subsidy. Eventually I got tired of being passed from one rep to another on the phone to get the overcharging fixed on my new plan and decided to eat the cost, just because I thought the new $30 plan was worth it. I also thought that the likely culprit of this billing fiasco was that your IT dept. could not keep up updating your billing system fast enough to keep up with your ever changing plans. So no wonder your billing is so screwed up.

      For me the iPhone issue is not such a big deal because I think the latest Android phones pretty much can do anything an iPhone can, and some. Maybe not as smoothly, but that is also changing. Perhaps the new Nokia phones with Windows will also help in that aspect. But coverage is a big issue, even in your HQ city of Bellevue, WA where I happen to live. It is ridiculous that I could not get a T-Mo signal in an Applebees restaurant only a few miles north your HQ. And I am not talking about 3G or 4G signal; just plain old GSM signal for talking and texting. This has to be embarrassing for T-Mobile, if you ask me. But then, there are still enough good things at T-Mo that keep me in the fold. Especially the prices, which brings me to another issue I never understood with most mobile customers here. Why so many people insist on subsidized phones and plans with two-year contracts even if they cost more during those two years than buying the same phone outright and getting an inexpensive unsubsidized plan, just like they do in many other countries. Are we so illiterate in economics?

  • Luissanchez Ls88

    Should also try expanding the 4g network in places where there is none like in most of Puerto Rico,and then bring some LTE

    • Minioninnc

      And as well bring it to the places where 4g is basically right up the road, and we are stuck on EDGE. I have been saying this over and over again. You expand 4G where 3G already is, and then theres all of these locations that has EDGE and no upgrades come to them.

  • Anonymous

    I think more companies should tell some of you that think you are entitled to all this free crap to go phuck yourself.

  • Vim

    Regarding the IPhone, if Apple were willing to sign a minimum contract for 1 million smart phones at a subsidy that doesn’t exceed what T-Mobile gives for its other high end phones then I’m all for it. On the other hand if Apple demands that T-Mobile sign a minimum order for 30.5 million smart phones for a subsidy that’s $150-$200 greater than what it offers for its other high end phones, much as was required from Sprint, then IMHO T-Mobile should tell Apple where to shove that deal.

    • Anonymous

      the iPhone sells for $199 on every carrier, now what carriers pay for it is a mystery. Doubt it’s retail @ $649

      • Vim

        It’s been reported that the subsidy Apple demands really is in the $400-$450 range, and this is why Apple’s profit margin on phones sold is still the highest in the industry.  When you consider that T-Mobile’s subsidizes their non-Value plan phones to the tune of $200-$300 each, that’s a very significant difference. 

        • Dominique

          Agreed.  T-mobile gives a $300 discount on high end Android phones.  If they had to subsidize the Iphone for $400 and sold it to just a million customers then T-mobile would lose $100 million dollars difference if they had just sold those same people Androids.  The other carriers can probably take the Iphone subsidy hit because they charge more per month than T-mobile does. 

  • Trenda

    Make it easier to move from prepaid to postpaid. I have no problem with a credit check. I do have a problem with activation fees, two year contract and taking a week to port my number from prepaid to postpaid. I’m already a T-mobile customer, I’m bringing my own phone and they act as if I’m coming from another carrier. 

  • Vim

    On the subject of Shared Family Data, I don’t understand Humm’s resistance to it.  Maybe he has a good reason, but it comes across as irrational opposition to a very reasonable option that any value carrier should offer.  When the more expensive “premium” carriers offer it, a smaller carrier that has positioned itself as the value brand needs to provide a much better explanation of why it isn’t needed then what has been said so far. I wouldn’t be surprised if Humm eventually changed his tune on this one.

    Aside from the IPhone which I’ve already commented on in my previous post, I consider the rest no-brainers that T-Mobile needs to implement ASAP to reduce churn. Not addressing #2 in particular is a sure fire way to create legions of angry, bitter former customers.  Meanwhile #3 & #4 are needed to counter the fact that the other carriers are willing to offer some amazing deals to steal customers away.  T-Mobile does the same thing. Those same deals (#4) need to be offered to existing customers with the usual fee waivers (ie. #3) so they stay with T-Mobile.

  • Really?TMO

    Everything is driven by the dollar.  TMO basically halted operation and marketing upgrades in March 2011 with the ATT acquisition and the churn is devasting.  They are in a huge catchup space as a 4th ranked carrier.  Humm needs to get his act together and come up with a strong Plan B NOW!  When the rest of the us saw the ATT deal going south what was Humm thinking/planning – vacation time and a bonus?  He seems not up to the job.  this week the CTO implied an iPhone.  What a dumb a.  The senior execs don’t even know what to say to the media.  CTO mentioned TMO may sell towers to fund operations without any kind of explanation as to the impact to its customer.  What a dumb a.  Sr. execs act like they’ve been under a rock for the past 12 months.  TMO is in the same spot that Sprint was in 4 years ago.  Maybe the excs can learn from history after their vacations.  Don’t rely on the iPhone to pull TMO out.  It won’t happen.   people aren’t going to jump ship with another carrier to come to TMO because the perception of its bad network.  Get plans that people want and be an innovator in that.  They need to put on their big boy pants and show up.

  • Junktoyouj

    Everything is driven by the dollar.  TMO basically halted operation and marketing upgrades in March 2011 with the ATT acquisition and the churn is devasting.  They are in a huge catchup space as a 4th ranked carrier.  Humm needs to get his act together and come up with a strong Plan B NOW!  When the rest of the us saw the ATT deal going south what was Humm thinking/planning – vacation time and a bonus?  He seems not up to the job.  this week the CTO implied an iPhone.  What a dumb a.  The senior execs don’t even know what to say to the media.  CTO mentioned TMO may sell towers to fund operations without any kind of explanation as to the impact to its customer.  What a dumb a.  Sr. execs act like they’ve been under a rock for the past 12 months.  TMO is in the same spot that Sprint was in 4 years ago.  Maybe the excs can learn from history after their vacations.  Don’t rely on the iPhone to pull TMO out.  It won’t happen.   people aren’t going to jump ship with another carrier to come to TMO because the perception of its bad network.  Get plans that people want and be an innovator in that.  They need to put on their big boy pants and show up.

  • Jbsjj123

    Everything is driven by the dollar.  TMO basically halted operation and marketing upgrades in March 2011 with the ATT acquisition and the churn is devasting.  They are in a huge catchup space as a 4th ranked carrier.  Humm needs to get his act together and come up with a strong Plan B NOW!  When the rest of the us saw the ATT deal going south what was Humm thinking/planning – vacation time and a bonus?  He seems not up to the job.  this week the CTO implied an iPhone.  What a dumb a.  The senior execs don’t even know what to say to the media.  CTO mentioned TMO may sell towers to fund operations without any kind of explanation as to the impact to its customer.  What a dumb a.  Sr. execs act like they’ve been under a rock for the past 12 months.  TMO is in the same spot that Sprint was in 4 years ago.  Maybe the excs can learn from history after their vacations.  Don’t rely on the iPhone to pull TMO out.  It won’t happen.   people aren’t going to jump ship with another carrier to come to TMO because the perception of its bad network.  Get plans that people want and be an innovator in that.  They need to put on their big boy pants and show up.

  • Anonymous

    It’s like some of youwant to pay $199 to lease a car for example but you expect the car to be a new BMW.

    • Kbradsha

      If I were paying 199 for a car it would actually be worth it. The carriers spend approximately $40 for each high end phone they buy in bulk.

      • Th3problem17

        that’s so incorrect it’s not even funny, carriers pay retail price for their phones might be an invoice price but it’s not bulk prices, hence sprint in the hole for 20 million for the iphone does that sound like bulk prices  ( shaking my head at dumb posts)

        • Cellularcrazy09

          YOU are so incorrect its not even funny. I work for Radioshack and we get packing lists that tell us exactly what we pay for the devices and we do not pay retail! For a new droid phone that retails at 699 we probably pay 450 sometimes even LESS. and the customer pays 200-300 so radioshack/carrier has to come up with 100-200 . Don’t know where you get your information from…

        • Primus42

          Radioshack is a reseller they get their phones from the carriers who get them from the manufacturer…resellers are given discounts for the phones by the carrier sooooo your prices are the prices the carrier charges you not the manufacturer

        • user

          But TMO doesn’t mark up phones as much as places like radioshack and walmart do. Our retail price is generally lower than anywhere else.

      • Dominique

        Just the parts for the HTC Thunder, for example, costs $270 for a manufacturer to purchase.  That doesn’t even include the man hours, marketing, shipping, warehouses, and support, yet you think that HTC would sell a phone to the carriers for 1/7th the price of what just the parts cost and think that’s the real world?  HTC would go bankrupt in a quarter.

        Where do people get this information?

        • Anonymous

          It might be that Kbradsha is from India where they have $35 tablets and has no grasp on reality.

  • Anonymous

    Everything is driven by the dollar.  TMO basically halted operation and marketing upgrades in March 2011 with the ATT acquisition and the churn is devasting.  They are in a huge catchup space as a 4th ranked carrier.  Humm needs to get his act together and come up with a strong Plan B NOW!  When the rest of the us saw the ATT deal going south what was Humm thinking/planning – vacation time and a bonus?  He seems not up to the job.  this week the CTO implied an iPhone.  What a dumb a.  The senior execs don’t even know what to say to the media.  CTO mentioned TMO may sell towers to fund operations without any kind of explanation as to the impact to its customer.  What a dumb a.  Sr. execs act like they’ve been under a rock for the past 12 months.  TMO is in the same spot that Sprint was in 4 years ago.  Maybe the excs can learn from history after their vacations.  Don’t rely on the iPhone to pull TMO out.  It won’t happen.   people aren’t going to jump ship with another carrier to come to TMO because the perception of its bad network.  Get plans that people want and be an innovator in that.  They need to put on their big boy pants and show up.
     

  • Anonymous

    Everything is driven by the dollar.  TMO basically halted operation and marketing upgrades in March 2011 with the ATT acquisition and the churn is devasting.  They are in a huge catchup space as a 4th ranked carrier.  Humm needs to get his act together and come up with a strong Plan B NOW!  When the rest of the us saw the ATT deal going south what was Humm thinking/planning – vacation time and a bonus?  He seems not up to the job.  this week the CTO implied an iPhone.  What a dumb a.  The senior execs don’t even know what to say to the media.  CTO mentioned TMO may sell towers to fund operations without any kind of explanation as to the impact to its customer.  What a dumb a.  Sr. execs act like they’ve been under a rock for the past 12 months.  TMO is in the same spot that Sprint was in 4 years ago.  Maybe the excs can learn from history after their vacations.  Don’t rely on the iPhone to pull TMO out.  It won’t happen.   people aren’t going to jump ship with another carrier to come to TMO because the perception of its bad network.  Get plans that people want and be an innovator in that.  They need to put on their big boy pants and show up.
     

  • Jaygqitalia

    Id like T-Mobile to take me off there customer service BLACK LIST. Theres a reason why I can NEVER get through to them. All I ever get is ” You will experience extremely long wait times “. I get that all day, everyday. The only time I dont is when I get a text that my bill is past due, then I get connected within 1 min. Now if I call from a some friends phones on T-Mobile, I get through right away, within 1 min. Only with my number do I never get through. Now I need to resort to calling from my phone, and putting in someone elses number to get through right away. 

    • Wilma Flintstone

      Well call through as if you have to pay your bill and switch up and get your customer support.

      • Jaygqitalia

        Doesnt work. Only time it works is if there 24 hours away from turning off my phone, which is usually right after you get the text saying your bill is past due.

        • Dominique

          From what I hear, customers that are blacklisted call in so much that they cost more in support(costs T-mobile around $10 per support call) than they make off the customer.  Very very few people get on that list and it’s only the people that call constantly.

    • Anonymous

      Obviously you need to end your contract with t-mo if they are treating you that way. What are you doing constantly calling customer service that much anyways?

  • Anonymous

    T-mobile doesn’t need iPhone for current users the ones that want the iPhone on our network already have it. The iPhone would only really be beneficial for those new subscribers who are tired of getting overcharged for service. Removing the fee to upgrade is good but not truly important as some 3rd party places ax that, remember t-mo needs money. 

    What really needs to be done is get 97% coverage in America even if its just 2g/3g speeds for now. T-mobile needs to expand its footprint thats whats really killing them. And if they could do that and still keep a good priced value then they are set they would just need to get the towers further upgraded..

    T-mobile could be a beast. DT just needs to throw out the idea of making a european sort of cellphone market happen because unfortunately many people are ignorant and are so used to subsidization. I was a wireless rep for a week and tried selling a guy on a t-mo prepaid plan but he didn’t want to pay full price for the phone, the phone was only 375 which is cheap for a smartphone. People don’t realize the costs of these devices..

    • Littlesis1774

      Will the android fanboys ever shut up? Bottom line is T-mobile USA needs the iphone otherwise they will keep on losing customers. What about that are android fanboys are not getting

      • Anonymous

        Your comprehension level is the same level of an idiot. Stay in school because clearly you need it.

        • Littlesis1774

          SHUT UP

  • Th3problem17

    NUMBER 1 RECOMMENDATION from an employee. START TELLING PEOPLE NO lol that would be so nice, start telling everyone yes with this crazy sense of entitlement that our customers have is outwards of outrageous, and costs unnecessarily money that  obviously the company does not have. The primary account holder bs is not quite there, customers add authorized users all the time and get so pissed when people make changes when they were told they would have that power. Just because you pay 120 a month doesn’t mean T-mobile sees all of that as profit, so no you are not owed a phone every year, but you do get early upgrades use them. Just because you have been with your bank for 20 years are they supposed to deposit money into your account every year just for loyalty NO! Honestly one person on here said it best people want free, but don’t want to pay for the services ( data) 

  • hellsh666

    WTF with Nexus phone? Look for Verizon everywere this phone is sold out!! How many customers T-MO lost for this phone

  • Jaygqitalia

    T-Mobile will fail without the Iphone. We are looked at by vast majority as some 4th tier company who doesnt have the Iphone and is weak in comparison to the big 3. T-Mobile has to give customers that CHOICE. Most people want the Iphone as their phone, and T-Mobile not having it makes them already crossed off the list of potentional providers to most people because of it. I think alot of you are living in a dream world saying that we dont need the phone. Iphone 4s sold more then 4 MILLION phones the first 3 days it was on sale. Imagine how many of those could have been on T-Mobile. Android fan boys are insane, and this is coming from someone with a blackberry of all things.

    • Why does Android outsell iphone in every country?  Just because you are a fanboi, doesn’t mean everyone else is.  iPhone is so outdated.

      • Jaygqitalia

        Android is in 830921 phones. Iphone/IOS is just there own. Not even comparable 

        • Anonymous

          Jay, Ray…however you say it, it’s a unique nick that I can guarantee you no one will ever copy, or ever want to… But your reply is asinine. As of today, there have been approx 136 different Android phones released (source Wikipedia). Do you know why? Because people want choice. How do I know that? Because in less than two years, Android phones outsold Apple phones, even though Apple had a BIG headstart. Did you feel the wind when Android went by ya? It was a big ol’ Whoosh!!! And it’ll be hard to stop it. Want to know why? Because people still want choice. Plus they don’t want to wait 12-16 months between new phones being released. Makes sense, doesn’t it…..  Of course, many simply hate iTunes as well… It’s ok.. Let Apple control you.

        • Jaygqitalia

          My point is that people say Android outsells the Iphone, yet there are 136 Androids phones released, and 4 or 5 total Iphones, so obv Android would end up selling more, since there is a much bigger android selection

    • Anonymous

      You are incorrect when you state “most people want the iphone as their phone”. Verizon has 100 million subs, but only about 5-10 million are on the iphone. AT&T has about 95 million subs but their iphone is about 1/3 of that. Sprint now has it and they might have 1-2 million. If you watch your articles, Android has about 50-55% of the market, Apple about 28-30% and the rest is divided among the other OS’s like RIM and MS. Therefore, a more correct statement would be “most people want Android, but a lot want the iphone as well”. What people are really saying is that they’d like to have the iPhone on Tmo so they can take advantage of the fairly priced plans. The influx of people taking advantage of those pricing plans, in conjunction with the iphone would bring a lot of customers to Tmo. But they don’t HAVE to have it to make it. They need to do 3 simple things.
      #1. Get the new hot phones to the public FAST. Sales are mandated by the desires of the public and when phones are new, Tmo needs to make the deal with the manufacturer to get the phone with AWS and start selling them immediately.
      #2. Don’t put bloatware on the phones. Just deliver them to the customer the way the manufacturer built them. If you need to put on bloatware, then make it a removable app.
      #3. Lastly, go back to the days of real customer service when Tmo would always win the JDP award for best customer service. 

      Lastly, coverage is an issue, but with the ATT falure to buy, Tmo now gets a lot of additional roaming areas, but coverage needs to be built up as well.

      And lastly, my idea. Loyal customers who’ve almost completed a full contract should be allowed to upgrade at 20 months, not 22. Make the customer feel special. 
      Or this might work too. Did you see how Asus offered their new Tegra 3 7″ table with ICS for $250 at CES. People are astounded. Why? Perceived value. Tmobile needs to get a great thing like that to grab people’s attention…

      Off the soapbox…sorry for the long winded tirade.

      • Anonymous

        BTW, I did not post this reply on purpose 5 times. Disqus kept telling me they were having problems when I’d click Post and then return an Error. As it turns out, it was posting each time. My apologies.

    • Anonymous

      You are incorrect when you state “most people want the iphone as their phone”. Verizon has 100 million subs, but only about 5-10 million are on the iphone. AT&T has about 95 million subs but their iphone is about 1/3 of that. Sprint now has it and they might have 1-2 million. If you watch your articles, Android has about 50-55% of the market, Apple about 28-30% and the rest is divided among the other OS’s like RIM and MS. Therefore, a more correct statement would be “most people want Android, but a lot want the iphone as well”. What people are really saying is that they’d like to have the iPhone on Tmo so they can take advantage of the fairly priced plans. The influx of people taking advantage of those pricing plans, in conjunction with the iphone would bring a lot of customers to Tmo. But they don’t HAVE to have it to make it. They need to do 3 simple things.
      #1. Get the new hot phones to the public FAST. Sales are mandated by the desires of the public and when phones are new, Tmo needs to make the deal with the manufacturer to get the phone with AWS and start selling them immediately.
      #2. Don’t put bloatware on the phones. Just deliver them to the customer the way the manufacturer built them. If you need to put on bloatware, then make it a removable app.
      #3. Lastly, go back to the days of real customer service when Tmo would always win the JDP award for best customer service. 

      Lastly, coverage is an issue, but with the ATT falure to buy, Tmo now gets a lot of additional roaming areas, but coverage needs to be built up as well.

      And lastly, my idea. Loyal customers who’ve almost completed a full contract should be allowed to upgrade at 20 months, not 22. Make the customer feel special. 
      Or this might work too. Did you see how Asus offered their new Tegra 3 7″ table with ICS for $250 at CES. People are astounded. Why? Perceived value. Tmobile needs to get a great thing like that to grab people’s attention…

      Off the soapbox…sorry for the long winded tirade.

    • Anonymous

      You are incorrect when you state “most people want the iphone as their phone”. Verizon has 100 million subs, but only about 5-10 million are on the iphone. AT&T has about 95 million subs but their iphone is about 1/3 of that. Sprint now has it and they might have 1-2 million. If you watch your articles, Android has about 50-55% of the market, Apple about 28-30% and the rest is divided among the other OS’s like RIM and MS. Therefore, a more correct statement would be “most people want Android, but a lot want the iphone as well”. What people are really saying is that they’d like to have the iPhone on Tmo so they can take advantage of the fairly priced plans. The influx of people taking advantage of those pricing plans, in conjunction with the iphone would bring a lot of customers to Tmo. But they don’t HAVE to have it to make it. They need to do 3 simple things.
      #1. Get the new hot phones to the public FAST. Sales are mandated by the desires of the public and when phones are new, Tmo needs to make the deal with the manufacturer to get the phone with AWS and start selling them immediately.
      #2. Don’t put bloatware on the phones. Just deliver them to the customer the way the manufacturer built them. If you need to put on bloatware, then make it a removable app.
      #3. Lastly, go back to the days of real customer service when Tmo would always win the JDP award for best customer service. 

      Lastly, coverage is an issue, but with the ATT falure to buy, Tmo now gets a lot of additional roaming areas, but coverage needs to be built up as well.

      And lastly, my idea. Loyal customers who’ve almost completed a full contract should be allowed to upgrade at 20 months, not 22. Make the customer feel special. 
      Or this might work too. Did you see how Asus offered their new Tegra 3 7″ table with ICS for $250 at CES. People are astounded. Why? Perceived value. Tmobile needs to get a great thing like that to grab people’s attention…

      Off the soapbox…sorry for the long winded tirade.

    • Anonymous

      You are incorrect when you state “most people want the iphone as their phone”. Verizon has 100 million subs, but only about 5-10 million are on the iphone. AT&T has about 95 million subs but their iphone is about 1/3 of that. Sprint now has it and they might have 1-2 million. If you watch your articles, Android has about 50-55% of the market, Apple about 28-30% and the rest is divided among the other OS’s like RIM and MS. Therefore, a more correct statement would be “most people want Android, but a lot want the iphone as well”. What people are really saying is that they’d like to have the iPhone on Tmo so they can take advantage of the fairly priced plans. The influx of people taking advantage of those pricing plans, in conjunction with the iphone would bring a lot of customers to Tmo. But they don’t HAVE to have it to make it. They need to do 3 simple things.
      #1. Get the new hot phones to the public FAST. Sales are mandated by the desires of the public and when phones are new, Tmo needs to make the deal with the manufacturer to get the phone with AWS and start selling them immediately.
      #2. Don’t put bloatware on the phones. Just deliver them to the customer the way the manufacturer built them. If you need to put on bloatware, then make it a removable app.
      #3. Lastly, go back to the days of real customer service when Tmo would always win the JDP award for best customer service. 

      Lastly, coverage is an issue, but with the ATT falure to buy, Tmo now gets a lot of additional roaming areas, but coverage needs to be built up as well.

      And lastly, my idea. Loyal customers who’ve almost completed a full contract should be allowed to upgrade at 20 months, not 22. Make the customer feel special. 
      Or this might work too. Did you see how Asus offered their new Tegra 3 7″ table with ICS for $250 at CES. People are astounded. Why? Perceived value. Tmobile needs to get a great thing like that to grab people’s attention…

      Off the soapbox…sorry for the long winded tirade.

      • Keithvstevens

        Your numbers are way off…. verizon has 80 million customers and already have almost 8 million iPhones sold. Thats a Huge number when its only been on the network for less than 6 months. Look at AT&t and there numbers. Keep thinking Android is superior… its not. Fragmentation out the wazzoo…. you people always compare ALL of android to just the iPhone. Retarded… Thats like comparing the Honda accord sales to All of Toyota. Give me a break.More than half the Android phones are complete Garbage and only a few actually  can claim top end status.  the best selling Android phone right now is by far the GS2. With about 10 million sold so far. Thats a lot…. but Apple sold 30-32 million iPhones in the last Q4 of 2011… Numbers will be real eased in a week or two. Read em and weep. T-Mo can keep saying no to the iPhone and keep loosing customers. 

        • Jcj1

          T-Mobile to my knowledge has never said no the iPhone, however 1 reason to say no is it does support their 3G/4G network frequency of 1700 MHz. Yes,   there are a lot of reason to sell it, but if it will be limited to 2G is it really worth it???

        • Anonymous

          Don’t ever reply and tell me I’m wrong when you don’t know WTH you’re talking about. As of 2011, Verizon has 107.7 million subs. Look it up. (source Wikipedia and various other sources – Google is your friend, use it). I was slightly off on ATT, as they have 100 million subs. Sprint has 53+ million subs and Tmo is 4th with around 30 million subs (last number I saw was 33.7 milllion but that was in Feb 2011). So putting your numbers together, that is approx 290 Million subscribers (+/- 5%). Out of that number approx 28% (81 million) are using iPhones. However, Android phones are at about 51% (147.9 million). So all of my statements are correct and on the money. You stated “Verizon has 8 milion iPhones”. Ok fine, I said originally that they had 5-10 million. I’d say that was also accurate. Also, the iphones that sold 30-32 million was a worldwide number, not just in the US, plus many of those were simply Apple fans that wanted to upgrade because it takes so long for Apple to release each a phone. Thus, all my figures are accurate. Also, out of those 30-32 million, about 12 million were in the USA. The other 20 million was the rest of the world. I might be a fan of Android, but I’m more of a fan of my money and freedom. If something better than Android comes along then I’ll go with that. That’s the same reason you want the iPhone on Tmobile. To save your hard earned money. (At least mine is hard earned, not sure if you’re independently wealthy or not)

  • JEssy

    I agree an iphone with tmo rate plans could be competitive. my next fone will most likely be iphone 5. Everyone I know in 4 countries has one and loves it. Ive had lots of problems with android and want something reliable by a company that stands behind and supports its products. BUT ALSO have a REAL SALE..not the bs value plans. Do a promotion where for example you knock off $10 a month or do like VRZ and double data. I first signed up with tmo cuz they had such a sale. It was easy for customers to understand, they felt like they were getting a deal every month; and it fosters loyalty from customers who want to keep their sale price, reducing churn. Do a 1-2 week sale!

  • Happy Day

    How to revive T-Mobile:
    1) Get a new CEO. The new CEO is ruining T-Mobile. No question about it, he needs to go.

    2) You DO NEED LTE.

    3) Re-establish your award winning customer service. This includes firing your recent slew of bitchy incompetent jerks.

    4) Improve your coverage and don’t lie to me about it. This leads into my next point.

    5) Listen to your customers and believe them. I don’t care what your coverage map says. It may tell you I have good 3G in my neighborhood but LISTEN TO ME AND BELIEVE ME when I tell you that I only get edge.

    6) STOP expecting customers to rely on wifi calling to compensate for your lack of coverage. You basically want my broadband/dsl provider to provide free service for you where you can’t fullfil it yourself. If that’s the case then make all wifi calls free and unlimited; they currently eat into ones minutes. You get angry when customers tether and yet you want another company to complete your coverage for free? Since when were broadband/dsl companies responsible to fullfill you lack of coverage?

    7) Do away with excessive fees, e.g., upgrade AND new activation fees.

    8) Please stop requiring customers who pay full retail for a phone to sign a 2yr contract on Value Plans. It’s somewhat insulting. Full Retail Phone=NO CONTRACT.

    9) Loyalty loyalty loyalty. When it comes to T-Mobile I truely believe long time loyal customers are the reason you are still afloat. Some of us consider T-Mobile like family( as much as one can consider a carrier family.) So please don’t insult us by giving only new customers your best deals. Bring back great pirks for loyal customers.

    10) SUPPORT and UPGRADE your existing and old phones for 18-24 months. Don’t turn your head and ignore your customer when major problems exist with a handset. SAMSUNG VIBRANT. Get my drift?

    11) Provide “smartphone” type phones that don’t require a data plan in your lineup. Some people like the look and feel of smartphones, such as capacitive touchscreens but don’t necessarily need a full smartphone with required data plan.

    12) Bring back unlimited data for all. It’s fine if you keep the cap at 5GB but not 2GB!

    13) Lastly, restructure your current plans. Some people still use a phone to make calls. Your minutes are getting less and less. Bring back myFaves or provide roll over minutes. Both At&t and Verizon have one of those options available on certain plans
    -At&t has roll over AND unlimited calling to ANY mobile on ANY carrier with family messaging plans
    -Verizon has 10 people including ANY mobile ANY carrier including LANDLINES you can choose for unlimited voice. They offer the option to remove and add new people daily, unlike your myFAVES which was once a month for modifications to the list.

    14) Believe in yourself, we believe in you :)

    • Anmcqueen1987

      T-Mobile offers free wifi calling features (for free) on all of their classic and value plans, you just need to call or go onto the website and add the feature. T-mobile has always capped the 5 gb $30 plans even when they were called unlimited, they are just offering $20 and $10 gb plans for people who want some data without paying per mb. They haven’t restructered the plans for the simple fact that you can get unlimited minutes with T-Mobile for the same price that AT&T or Verizon are offering higher minute plans for.

      • Kirk

        WIFI CALLING USES PLAN MINUTES.

        • Dominique

          Uh….Kirk, you might want to look up the information before YELLING at someone, because they are correct and there is a feature you can add where WIFI calling does not use up minutes.

      • rover

        Why is WiFi calling free only a few plans? After all those calls don’t cost anything to the carrier regardless what plan a customer is on, right?

    • TMO user

      I get it, Tmobile should PAY US to use their service! I like your thinking!

    • Jcj1

      Vibrant is a nice device, own one, yes it lags, however it was produced by Samsung not T-Mobile. Why do they not get the blame? If you replace a device and the issue remains, does it make sense to replace it again? the answer is NO, you talk to the user about what is being used in the device or the maker of the device, not the seller of the device.

    • Jcj1

      wifi is a backup option for you to increase your calling ability. Your argument about making it free is hilarious because you can gt a free add on making all wifi calls FREE!! ever watch a show called HOUSE M.D., if so you know one thing is true,PEOPLE LIE!! How about trying to do their job for a day and see how you feel after that, I DARE YOU or ANYONE to do it!!

    • Anonymous

      Very good points, thank you. But let me say the most important and highly effective point due immediately other than future network upgrades is to f***** provide TRUE, non bs small print, asterisk unlimited data access like how the true internet is supposed to be damn it. Nothing frustrating from lies, throttles, caps and overcharges. I don’t give s*** about tower capacity and abuse which are not found under the true 90’s internet dictionary.

    • Anonymous

      2)T-Mobile doesn’t need LTE for a long time.  HSPA+ upgrade are better, similar performance, better coverage and battery life.  The only thing they need to work on is indoor signal penetration.

      7) Get rid of all fees?  You really think if they did that customers would flock to T-Mobile.  If a customer is going to leave because of an upgrade fee where exactly are they going to go?  Everyone charges those fees, and they pay for things…. like the coverage expansions you were talking about?  Telling them to get you off edge and expand your coverage while ALSO talking about slashing fees are two contradictory things.  They need money to expand, why would you want them to do something that will make them lose millions.  This is why you do not run a business.

      8)  Value Plans are great, if you can do math.  You sign a contract because it is a PLAN subsidy INSTEAD of a PHONE subsidy.  A Family of five on Value saves $2000 over two years versus the same thing on a Classic Plan.  Ideally, there would be a third option where you could buy your phone outright and pay the Classic Plan price month to month.  That way you can cancel at any time without paying an early termination fee.  In that scenario, it would make sense to pay full price for your phone and not have a contract.  You sign a contract on Value because the PLAN is discounted INSTEAD of the phone.

      11) Some people like the look of smartphones but don’t necessarily need a data plan?  Here’s where the Value Plan you shunned comes into play again.  Because you are paying full retail price, T-Mobile doesn’t require a data plan on any of your lines if you sign up for Value.  It’s only $10 bucks though for the 2gigs, don’t be cheap :)

      12)  You realize they have other tiers right?  5GB and 10GB?  It’s set up so you only pay for the amount of data you NEED and you don’t have to worry about overage charges.  They way to really see it was that it was ALWAYS a 5GB throttle, they just opened up a cheaper 2GB tier and a more expensive 10GB tier.

      13) T-Mobile has free Wifi Calling, but really, they’ve made unlimited cheaper than most plans on Verizon or at&t.  Roll over and the 10 people are there to make people THINK they are getting a value without actually doing so.  This is something I wish T-Mobile would do better, remember this article is about what T-Mobile needs to do to succeed in the industry not what makes me, the customer, feel special.

    • Anonymous

      Oh yeah, and the Vibrant was the first of all the Galaxy S phones in the US to get Froyo.  People called scandal with the Galaxy S updates but when you look back at it all the Vibrant released on July 2010 and got Froyo late December 2010/Early January 2011.  5-6 months isn’t too bad for a non Nexus phone.

  • Anonymous

    give it 5 more years and the iPhone will be done in regards to hype.

    • I think the very same could be said for Android.

      • Kirk

        The iPhone hype is already over. T-mobile doesn’t need that phone especially at a time when so many people are switching to the superiod Android platform.

        Tmo skip the iPhone. Save your money and invest it in your network instead.

        • Jaygqitalia

          I know man. Those over 4 million phones sold in 3 days was nothing. The biggest presale EVER for the iphone 4s was nothing. Not to mention, the scary part is , that was for a phone with no major upgrades. Just wait till the 5

        • Deff

          I agree. The iPhone hype “may” be over.. but it seems as if people are switching from Android to iPhone because they are tired of the lag and such.. People don’t understand that a mid range Android isn’t gonna be at the same caliber as the iPhone. If the iPhone had a bigger screen.. then hell I might even switch. But that’s one thing Apple did right: made sure iOS was not an open-source Operating System, that way no one could bash it for lagging and glitching up and such.

        • Anonymous

          I’m starting to get tired of android. Its too inconsistent and herky jerky. Idk if its the manufacturers and their overlays or the platform period. Manufacturers need to give consumers a choice to remove these ui’s or keep them and carriers need to give the choice to remove bloatware. Also T-Mobile does need the iPhone.

          Edit: forgot this…MARKET MARKET MARKET YOUR PRODUCTS AND NEW DEVICES!!!!!!

        • Dominique

          I run CM7 on my old phone and it runs as fast as the Sensation.  Sense may look and feel great but it does have a cost, speed and reliability.  You never hear a person running Cyanogenmod saying the are having problems with lag, freezing, or force closing.

        • Jcj1

          one of the main reasons android lags is lack of memory management and garbage apps. another is manufacturers adding things like sense and similar overlays, while nice they are memory hogs.

        • Anonymous

          You mean the phone that is STILL the top selling phone on Verizon, at&t, and Sprint?

      • Thank you! 

      • Scott

        The hype for both is pretty much done. Future hype will be all about hardware, not the OS.

        • Anonymous

          I agree to an extent but thats if the differences in the UI are close to none. I mean look at android and iOS all focus on hardware have similar UI’s in their own rights but then you take a look at wp7 different UI a lot of people hesitant to get it based on the OS even some hardware is on par with iOS and Android devices.

        • Anonymous

          I agree to an extent but thats if the differences in the UI are close to none. I mean look at android and iOS all focus on hardware have similar UI’s in their own rights but then you take a look at wp7 different UI a lot of people hesitant to get it based on the OS even some hardware is on par with iOS and Android devices.

      • Anonymous

        True same could be said but I never brought up anything about android, I was just replying about your article and the believed need for it. Sure it could be nice for DT tmo to gain subscribers but it could be nicer to use the money to do that for other things such as coverage as you left out in the article. I’m not trying to criticize you but how do you leave out coverage in this list and remember the iPhone?

        • Don’t ask me why I left coverage out of this list…I didn’t write the 5 things, I merely referenced the original author and reposted his five things. Coverage would be on the list for EVERY carrier and for that matter, so could a dozen other things. I didn’t want the list to be 20+ bullet points.

        • Anonymous

          Alright fair enough. Of course coverage would be on every companies list but you must agree tmo needs much more of it we are no where near Verizons and AT&T’s coverage amount really if t-mo wants to get back in the game coverage is what they need mainly first and foremost.

  • Anonymous

    One thing they need to change is the add on of the contract when you sneeze. I had a fellow coworker add a discount and they renewed the contract for two years. I went to change my plan they added two years to all my phones. I switch my mother over from her individual plan to my family plan they almost added two years to that line. This is one reason I do not want have a contract with Tmobile anymore. I rather go to a MNVO like family mobile, where I can cut ties when I want to. I have had them since 2007 and they are very different company. They are still the best when it comes to a contract family plan. They should still offer feature phones for people that do not want smart phones. I had go to walmart to find a feature touch screen phone for my mother to upgrade that was two years old. The only phone tmobile had on its website was the gravity txt. They lure the new customers with free phones that are feature phones. Then when you want to upgrade that they only let you have a smartphone to make more money off the customer. If Sprint was GSM I would have switched along time ago!
    Sorry for the rant I’ve been reading all the comments it just makes me a little mad.

    • loyal tmo user

      There are several non smart phones to choose from, just none of them are touch screen. Anyone can upgrade to any phone they want to, just most people do not choose to go to a non smart phone. And you always have the option of going on a no contract plan.

      • Jcj1

        the T359 is touchscreen and a non smartphone

        • Ashton

          The Samsung Smiley(T359) is not a touchscreen.  They did have the Gravity T but it’s not the greatest of phones and it doesn’t have a capacitive touchscreen.

    • Anonymous

      One of the benefits of the Value Plans is that you don’t have to buy your phone from T-Mobile. T-Mobile USA has a high speed data network to pay for and high capable smart phones are what people are buying.

      Since you know what GSM is, there’s plenty of GSM touch screen NON smartphones to choose from, you just have to buy them online.  There’s a FLOOD of them overseas all compatible with T-Mobile and plenty of reputable online vendors to purchase them with.

      A Value plan with T-Mobile for five people with unlimited talk and text:  Come to only $155.  That’s $31 a person!!! You can’t beat that.

  • wanda

    Dammit the only reason i wanted att /tmo merger to go tru was cuz i wanted tmo to come to montana . I Have at&t which has coverage everywere i gone in montana and i always had service but its expensive!!! over here only verizon, sprint and at&t have service . No t-mobile here at all no t-mobile stores at all. i have family from cali wit t-mobile when they visit me there t-mobile phones roam on at&t. only reason i wanted t-mobile was cuz.there plans are cheap. o well this sukz i have to stay with at&t cuz they at least have 3G coverage i go and they dont roam on other carriers around here everywere i go my atrix 2 says At&t in the screen.

    • Tmo employee

      at&t is ripping you off! All at&t phones are programmed to say at&t even when they are roaming on another carrier. i bet your phones roams a lot on another carrier in montana and u dont even know it and they charging u alot. because from what i heard at&ts coverage is spotty in montana.i know t-mobile doesnt have coverage in montana but at least there phones are honest and display the name of the other carrier when they are out of t-mobiles coverage and roaming on another carrier unlike at&t phones which still say at&t even when they are roaming.

      • Wanda

        for a t-mobile employee you know nothing . i can tell u NEVER had at&t there phones ARE not programmed to say at&t when they are roaming. canada is close to me since i live in montana just last week i crossed over to canada activated international roaming on my atrix . Bam moment i crossed into canada by car my atrix was displaying “ROGERS CA”in the screen not at&t everything worked data,calls etc just like if i were in montana only difference they charged me roaming charges. Same thing when i went to acapulco mexico once i arrive in the airport in mexico i turned on my atrix it was displaying “TELCEL GSM” not at&t everything also worked data, calls etc and same thing they charged me roaming . so yea i DONT know were u got that at&t phones are programmed to say at&t when there roaming cuz.there not.. just letting u know..

        • TmoUSPloyee

          I can tell you the iPhone does, well because I have one.. (long story), It shows ATT throughout New Mexico when there were only local telcos along the highways down there.  (i had to switch the setting to roaming to get any signal, when I turned it off it had none)  so yeah they do that, not sure if its some agreement they make with the locals.

        • BigMixxx

          In my first drive to vegas, with my iPhone in 2009, I saw the same thing…HOWEVER I could not surf.  Freaked me out in Santa Rosa…

          Not sure if that’s changed…

      • Kirk

        No way you are a Tmo employee, unless you are one of the useless ones who make up stuff. Roaming on At&t in the US doesn’t charge the customer. Then again if you were a real T-mobile employee you would know already know that none of the US carriers charge for roaming within the states.

        Thanks for proving your screename is fake.

        • TmoUSPloyee

          Actually they do charge, well Cricket I know does, if you go over their small limit you need to pay to roam additional minutes outside of their network.  I’m a different Employee btw..

  • Tmoguy1

    It is actually funny reading some of these comments. I mean Really, to sum alot of them up, Tmobile needs to spend a fortune on LTE and Iphone to compete (i agree with those BTW), But we can’t stop there, many people saying that Tmobile needs to spend fortunes on those also say stop charging upgrade fees, reduce fees, and etc. How does a company Reduce fees (i.e. take a loss from there current profits) and spend out Billions on both the Iphone and LTE.

    I get it, I mean Peopel will never be satidfied. You can plese some of the people some of the time but no one can please all the people all the time.

    But really, You can’t say Tmo should spend billions to secure something that (Iphone or LTE) wont really be used for some time (i mean tmo isnt going to have iphones tomorrow or LTE), and at the same time say cut costs to customers and have better customer care.

    It just isn’t realistic to ask a company to invest in so many different directions all at once.

    For Tmobile to get LTE and Iphone, they would most likely have to cut costs somewhere, and if fees go down, then it looks like customer service (whether in store or over phone) would take the cut.

    I’m justy saying that list of five things and the comments, are not realistic, just wishing.
    Here’s a prediction:
    Tmobile will launch LTE during this year. They will do something for loyal customers to stop them from leaving, and they will change their price plans to something more simple than the current value plan, although it will still most likely have intallments.

    And anything else will wait for 2013.
     
     

    • Sean

      It’s the same idea as Republicans wanting lower taxes when there is a huge debt to be paid.

      Kind of ironic in a way.

      • CRT24

        Right because wasteful spending has nothing to do with it

    • Jcj1

      don’t expect LTE anytime this year but I do agree about rewarding long term customers.

  • Mobileboy

    Rollover on Data. I’m tired of leaving so much data on the table…a result of having to constantly monitor my data with 3G Watchdog. It would also be a great marketing tool for T-Mobile.

    • Jason

      Your data is unlimited. What would you “roll over”?

      • Guest

        I think they have a plan or two which have 200mb of data and you get charged if you go over. If you don’t use all 200mb in one month, they could roll the unused data over.

  • CWC

    100 Free text messages on every line. 

  • #6. Sell the Huawei Ascend P1

  • Judith

    Last month T-Mobile put the” Amaze” on sale for $129.99, however this price was only in effect between the hours of midnight and 3AM.  This sale was not publicized in advance, and it’s one in which I would like to have participated.  This could have been handled better.  I’ve been with TMO for more than ten years, but longevity is not rewarded when it comes to new phones – the newcomers rake in all of the best bargains – This could also be a major reason for churn.

    • Farhan

      I think the best thing would be to bring back the 12 month contracts for long time customers after which they qualify for fully discounted phones for another year. They could call it the T-Mobile Loyalty Plan.

  • and they should also work on their network!!! here in Dallas i’d hardly say it’s 4G.

    • James

      what part of dallas you in… cause im in rowlett im get anywhere from 5mb to 20mb depending on what time obviously i get the 14 and up in the morning but during the day i get 5

  • Ricky

    Excellent article. I always thought T-Mobile needs to reward the customers that:
    1. Have been loyal to them for a long time
    2. Customers that spend certain amount of money a month with them.

    Just like the airlines for example. The more you fly and spend the more rewards you get. I believe US Cellular has something like that. Sprint I believe has something similar.
    These rewards can be…. the ability to upgrade phones more often, discounted accesories, credit to their T-Mobile accounts etc… Or a combination of them

    In this wireless market, so competitive any incentive can make a huge difference when it comes to attacking churn. Besides it makes the customer feel appreciated.

  • They need to do something about data costs – perhaps reintroduce the no overages plan at the 200MB level.  I like TMo and my preference is to stay with them, But for what I’m spending now I can put my kids on smartphones as well from the competition.  

    • Dominique

      So the carrier with the lowest data costs for post paid plans needs to do something about data costs.  That’s like telling Walmart to drop their prices further or I’ll go to Target.

      • Steve

        I agree to you to some extend. But remember that Walmart is not really hurting about churn… T-Mobile is.
        They NEED to do something. Hopefully the “go forward” plan that is coming out in February will focus on retaining customers and what a better way than to make the good and loyal customers feel appreciated.

        • James

          where did you get that we are getting new plans in February

      • Farhan

        You do realize that Walmart doesn’t have the lowest prices on everything they sell right?

      • Farhan

        You do realize that Walmart doesn’t have the lowest prices on everything they sell right?

      • Anonymous

        T-mobile does not have the lowest data costs, sprint does but their network is a mess. Hell even verizon has it better cost at 10gbs considering gb for gb though there are overages same for AT&T.

    • Anonymous

      Give me a break, what national carrier comes close to T-Mobile’s prices?  They have no overage 2GB for $10 dollars on value and higher tiers from there and you need it to be cheaper?

  • THATSCOOL

     no1, most important recommendation is let the long time customers  change their plan to VALUE PLAN without the $200 fee per line and $1000 rip off fee for 5 family lines.,
    2nd is get the IPHONE 5, which will have bigger screen, i hate the current and previous iPHONEs becos they are so tiny and useless for internet use.

    • Anonymous

      What you’re saying is nonsense.  Value plans are discounted plans instead of discounted phones.  Why should they discount your phones on your upgrade by $300 or so and ALSO let you switch to the value plan which saves you well over that.  

      If you’re too dim-witted to see how the value plans save you money with paying full price for a phone then don’t even bother switching and stick to your plan where you get phone discounts. But please keep your sense of entitlement to yourself.  You get a plan discount or a phone discount.  Pick one!

      • THATSCOOL

        i got no discounts on phone and TMO wants to cheat me $1000 to for value plan.

        • Anonymous

          So T-Mobile wants to charge you $1000 to migrate over to the value plan?  That would mean 200 per line, which would mean you have five lines.  So a Classic plan where you get unlimited talk text and web (2GB) for five people comes to:  $290 plus tax.   A VALUE plan for the same thing for five people comes to: $205 plus taxes.  Classic Plan times 24 months = $6,960   Value Plan times 24 months=$4920.    So guess what you’re saving $2,040 over the course of your two year contract!  So T-Mobile charged you $1000 to migrate?  Aww poor you, you only saved $1,040!

        • Ashton

          You just replied above that you only paid a little over $200 for phones that cost $530.  THAT’S CALLED A DISCOUNT!

    • Kirk

      No I am sorry. You got the phone subsidized, why should they let you switch to the value plan? The value plan is for people who purchase the phoen at full retail. Not for people who want to trick the system, get a subsidized phone, then switch over to a value plan. Have your cake and eat it too?

      Get a life.

      You should be able to switch to a value plan without a fee after you have fully carried out the terms of your current contract, which I assume got you subsidized phones.

      • THATSCOOL

        i dont see any discounts on phone, i paid the GS2 over $200 with 2 yr contract, there was a news of actual phone costs where it shows the GS2 actual cost by tmo is only $160, they made $40 profit and still will own me for 2 yrs.

        there is a discount plan called VALUE but having to pay $1000 FOR 5 FAMILY LINE IS A TOTAL RIP OFF.
         WHAT’S THE VALUE IF TMO wants $200 per line to get it?

        • Anonymous

          Still, even if you didn’t get discounts on phones, you renewed your contract in exchange for SOMETHING.  and even if your contract is renewed it has NOTHING to do with your upgrade eligibility.  So take your upgrade and call it a day.  You were okay with your plan when you signed up for it yet you display a greedy mentality when you want to take the discount on phones that you get the plan you’re currently on and then be allowed to switch without a fee to the plans where there are no discounts and is cheaper.

          Also your not seriously talking about the production cost of a GS2 are you?  Sure, it may be $160 per unit, who knows?  But can you name one electronics product customers can purchase at manufacturing cost???  The retail price of the GS2 is around $530 buddy, You can even buy it straight from Samsung if you want!  Companies factor development and r&d cost when sticking a retail price on their, sure they’re profiting but throwing the cost of parts number around (if it even is $160) is just stupid.  It doesn’t matter.  Make your OWN Galaxy S II if you feel so ripped off then.

          So T-Mobile wants to charge you $1000 to migrate over to the value plan?  That would mean 200 per line, which would mean you have five lines.  So a Classic plan where you get unlimited talk text and web (2GB) for five people comes to:  $290 plus tax.   A VALUE plan for the same thing for five people comes to: $205 plus taxes.  Classic Plan times 24 months = $6,960   Value Plan times 24 months=$4920.    So guess what you’re saving $2,040 over the course of your two year contract!  So T-Mobile charged you $1000 to migrate?  Aww poor you, you only saved $1,040!

          Elementary school math my friend… don’t go out complaining into the world unless you master it.

            

        • Ashton

          There is no possible way that the SGS2 cost $160.  The HTC Thunderbolt cost $270 in parts alone, not counting manufacturing, shipping, warehouse, and marketing.  If you don’t have a real link then you’re just making things up.  Just google HTC Thunderbolt parts cost and you’ll see what just the parts cost the manufacturers. 

          So, the Value customers that have to pay full price for the SGS2($530) are just stupid for signing up for the service in the first place but because you’re special you should get a full discount and move to plan that doesn’t give subsidies.  Your not that special….nobody is.

        • THATSCOOL

          google, i saw this on my yahoo news page  couple of months ago.

           i got  rippedd off $40 for 2 yrs contract and  TMO wants to  rip me off $1000 for value plan for family lines.

        • Anonymous

          So T-Mobile wants to charge you $1000 to migrate over to the value plan?  That would mean 200 per line, which would mean you have five lines.  So a Classic plan where you get unlimited talk text and web (2GB) for five people comes to:  $290 plus tax.   A VALUE plan for the same thing for five people comes to: $205 plus taxes.  Classic Plan times 24 months = $6,960   Value Plan times 24 months=$4920.    So guess what you’re saving $2,040 over the course of your two year contract!  So T-Mobile charged you $1000 to migrate?  Aww poor you, you only saved $1,040!

          Elementary school math my friend… don’t go out complaining into the world unless you master it.

        • Ashton

          You’re full of it.  I did a Google and Yahooo search for it and nothing.

    • LUV

      $200 per line for  a phone plan itself is  a FRAUD.  i agree TMO shouldn’t charge this kind of outragous fee for VALUE PLAN, not at least for long time customers.

    • Rajesh

      I want to change to VALUE PLAN and if TMO wants to charge me $600 fee for my 3 lines, i am out  of TMO. pay for phone and pay fee for plan? that is nonsense!

  • Sue

    As a satisfied customer since the G1 appeared on T-Mobile, I would like to see a better and more reasonable data roaming plan for traveling in other countries added. I would be happy to pay a certian amount for data usage up front before I go on a week or ten day trip to Europe or even Canada. It would take some of the bite out of getting that very large bill later. Usually I would only use WiFi outside of the States, but there were times when I could have used my phone to search the web, but did not do so because of the high cost.

  • Shadygrady

    I love the 4th recommendation. 

  • servantofjc

    I have been a Tmobile Customer for almost as long as they have been out here on the west cost. I have been very tempted to jump ship and have not gotten the impression when calling tmobile that they value my business all these years when i tell them that. I want to upgrade to android phone and they will not let me keep my loyalty plan. So other carriers are looking really good right now with new carriers in the area and plans at the 1/2 the monthly price to what I am paying now. I would like to stay loyal but Tmobile needs to show me they value me as a long time customer to get more competitive our I am am leaving.

    • Kirk

      If you are grandfathered into a plan they can’t force you to switch to a new plan. Talk to a supervisor or just upgrade at Costco, Amazon or tmo online.

    • Anonymous

      I’m pretty sure all the new plans are cheaper than any of the old stuff anyway.

  • Anonymous

    Finally someone with some sense!  Actually I think one of the reasons the way things are right now is that Verizon and at&t have historically had stricter credit standards for customers to have service with them.  They have BETTER customers for the most part.  T-Mobile gets bad word of mouth from people because people with no sense of responsibility will blame T-Mobile for things that are clearly their own fault.  I think I read T-Mobile was working to strengthen their credit standards which is a good thing because a lot of these irresponsible customers are causing bad buzz.  A Verizon or At&t customer is more likely to blame themselves and not the company if they incur an overage or something similar.

  • Passing Thru

    I left TMobile after 8 years because of coverage.  I lived in Phoenix and had fair coverage, and moved to San Diego where I have poor voice and Edge only.  In my house I had Cox coverage thru the wifi.  The thing that made me switch was the blackout we had here.   After two hours Tmobile went off the air.  The people at work that had Verizon and AT&T never lost the signal.  Their towers had emergency backup.  I read in the forum on this site about someone complaining about no ear buds anymore.  I never used the ones that came in the box, but its just a whole lot of small things that are Mickey Mousing TMobile into a cheap looking provider.

  • JBLmobileG1

    I think that if you go over your data it doesn’t reduce your speed to dial up speed but from their 4g speeds to 3g speeds that way you can still watch youtube and Netflix without it having to buffer every few seconds. If they advertise unlimited data at least make it usable. Sure it’s fine for checking email at dialup speeds but try updating or downloading an app like Angry Birds… it takes forever

    • Ashton

      If throttling was to speeds to where you could still watch videos without buffering then NOBODY would move to the 5GB or 10GB plans.  That’d be a HUGE revenue loss for them.

      • JBLmobileG1

        So then if everything works well on Tmobiles current 4g or HSPA+ why even bother to upgrade the network to LTE? After all it works right? Same thing in my eyes. Seriously though… try uploading a picture to Facebook using the dialup speed and it doesn’t even work… atleast for me anyways.

        • Ashton

          I’ll explain why.  When they throttled people to 2G speeds they had nobody that wanted to move to the next tier when they were throttled.  When they switched to the dial-up speeds then they had customers that were willing to switch.  The 2G speeds were fast enough for most of the customers after being throttled.

        • JBLmobileG1

          They just need to move away from the different tiers of data… or just have the two. 200mb that charges overages and 5gb that’s unlimited. If what you are explaining to me is Tmobiles way of thinking then they royally screwed the loyal customers because the data plan I have now has always been without throttling until the new structure was set. Actually I heard you had 10gb then they brought it down to 5gb. Funny though they decided to just change it and decided if you still want your 10gb your going to have to pay $25 more for something you already had to begin with. I think they just need to up the speed a bit once they throttle you. Heck I pay $7.99 for Netflix and after a few movies it becomes unless. How about the Tmobile TV? I bet that is the same way once they throttle you…. Useless.

  • Anonymous

    unlimited data please, no throttling.

    • Anonymous

      No. There needs to be a system to prevent abuse. I am all about unlimited mobile data but for the people who consume over 25gb with tethering and downloading? Pfft, they deserve to be penalized.

      • JBLmobileG1

        For me I use my tethering as my sole Internet… and while I don’t hit 25gbs a month 5gb is easy to do. Before you start to bash me I do pay the extra $15 a month fee for tethering so I think I am being fair about it. I was actually able to tether before adding the tethering plan but didn’t want the risk of getting introuble for doing so. I really wish they would give you a few extra gb when you add the tethering feature. Like an extra 2gbs atleast.

    • Littlesis1774

      I think they should keep throttling because if they do get the iphone 5 this year they can handle it.

  • Anonymous

    How about a pure Google phone from someone please. I feel like Google has forgotten about T-mobile since the very fist Nexus and the G1 phones.

    • Anonymous

      The GSM version of the Galaxy Nexus works on T-Mobile’s 3G bands.

    • Anonymous

      Google employees were seen at the Google music event rocking the unlocked GSM Galaxy Nexus on T-Mobile instead of the Verizon Wireless version.

  • Anonymous

    Sell Iphone mini sims in those markets where 1900 PCS is turned on.

    Get the Galaxy Nexus 32GB NOW!

    Only launch high quality windows or android phones.

    Put basic or dumb phones on prepaid or family.

    Like Sprint, feature Unlimited Everything for a good price. ($74.99?)

    With these suggestions I think people will want to come back.

    • Kirk

      Yes, get the Galaxy Nexus 32GB right now. In black and white.

  • Anonymous

    I think the key to T-Mobile’s success is to make customers THINK they are getting a deal like the amazon penny phone sale with bloated monthly contract prices instead of things which ARE really great deals like Value plans because the masses are not smart enough to get it.

    • Ashton

      Hate to say it, but if T-mobile charged $25 more a month than their current talk, text, and data plans(which would still make it much cheaper than Verizon) and gave phones away for free then I think many would be happy.  Not many customers get that they pay more in the long run, just to save a few bucks up front.

  • nd5

    I’ve said it before and I’ll say it again.  T-Mobile USA needs to become the Hyundai of the US cell phone market.  They need to provide a near luxury experience at discount prices.  That means great phones, maybe not the best out there, but pretty great phones… think Sensation, Amaze, SGSII and their ilk… no more of this Exhibit II or even Nokia 700 crap.  They got totally hosed by AT&T when they got the Nokia 900.  They also need to become extremely aggressive with pricing.  $50/month unlimited everything.  Same price contract or not.  The only difference being that if you’re on contract you get phone discounts, and if you are not on contract, you don’t.  No throttling data… period.  They need to also start showing some serious love to loyal customers.

    They don’t have LTE, they don’t have the iPhone.  They better decide that they’re going to compete on price and be really aggressive about it.  They are not in a position to compete toe-to-toe with Verizon, AT&T, not even Sprint with their current plans & phones.  What they have is half decent, assuming that they are willing to discount it to the point that people can’t say no to it…  

    You want to attract customers and keep them?  You want to do it without heavy investment in LTE or iPhone?  T-Mobile USA, you better get real.

  • nd5

    I’ve said it before and I’ll say it again.  T-Mobile USA needs to become the Hyundai of the US cell phone market.  They need to provide a near luxury experience at discount prices.  That means great phones, maybe not the best out there, but pretty great phones… think Sensation, Amaze, SGSII and their ilk… no more of this Exhibit II or even Nokia 700 crap.  They got totally hosed by AT&T when they got the Nokia 900.  They also need to become extremely aggressive with pricing.  $50/month unlimited everything.  Same price contract or not.  The only difference being that if you’re on contract you get phone discounts, and if you are not on contract, you don’t.  No throttling data… period.  They need to also start showing some serious love to loyal customers.

    They don’t have LTE, they don’t have the iPhone.  They better decide that they’re going to compete on price and be really aggressive about it.  They are not in a position to compete toe-to-toe with Verizon, AT&T, not even Sprint with their current plans & phones.  What they have is half decent, assuming that they are willing to discount it to the point that people can’t say no to it…  

    You want to attract customers and keep them?  You want to do it without heavy investment in LTE or iPhone?  T-Mobile USA, you better get real.

    • T-Mobile USA needs to become the Hyundai of the US cell phone market. They need to provide a near luxury experience at discount prices.

      Best comment I’ve heard in days!

      • nd5

        Thanks David!  Now if I could only delete my overposts :p

    • Anonymous

      Well said nd5!! If they’d combine your ideas with some of the other great ideas here, Tmo could get on solid ground and make it last. I like your ideas a lot!!!

  • Enveed05

    I’ve said it before and I’ll say it again.  T-Mobile USA needs to become the Hyundai of the US cell phone market.  They need to provide a near luxury experience at discount prices.  That means great phones, maybe not the best out there, but pretty great phones… think Sensation, Amaze, SGSII and their ilk… no more of this Exhibit II or even Nokia 700 crap.  They got totally hosed by AT&T when they got the Nokia 900.  They also need to become extremely aggressive with pricing.  $50/month unlimited everything.  Same price contract or not.  The only difference being that if you’re on contract you get phone discounts, and if you are not on contract, you don’t.  No throttling data… period.  They need to also start showing some serious love to loyal customers.

    They don’t have LTE, they don’t have the iPhone.  They better decide that they’re going to compete on price and be really aggressive about it.  They are not in a position to compete toe-to-toe with Verizon, AT&T, not even Sprint with their current plans & phones.  What they have is half decent, assuming that they are willing to discount it to the point that people can’t say no to it…  

    You want to attract customers and keep them?  You want to do it without heavy investment in LTE or iPhone?  T-Mobile USA, you better get real.

  • nd5

    Lol sorry for the triple post.  Damned T-Mobile data keeps dropping my connection in the middle of posting :p

  • Anonymous

    If Humm honestly things the iPhone is the single biggest factor in T-Mobile’s churn problem, he’s incredibly out of touch.

    • Mattcat03

      I think your out touch.  Facts show that there are at least 1 million Tmo customers using Iphones and thats on the EDGE signal. Imagine with 3g or 4g. And choice is always good.

  • The Primary account holder thing is stupid. If you want to be the only one to authorize changes…than don’t add authorize users to your account.

    • GinaDee

      No the current system notifies the user via SMS if any changes are made right now.  This is not practical especially for business customers.  

      If I’m going to lay someone off and I need to immediately suspend someone’s account that user currently gets notified by T-Mobile which to me is a joke.  There should be a way to control the SMS notification to only go to the account holder not each individual user.  

  • Mattcat03

    I seriously think if Tmo does not improved their call coverage service they would continue to lose customers more than they can sign up.  The “5” proposals in this article sounds good but it is not enough to keep customers from leaving, thus churn issues continue.  Based on my experience, AT&T has better call coverage with the same GSM technology and Tmo needs to get on board.

    Here is my 2cent list that Tmo should do:
    1) Improve call and data coverage in existing areas inside buildings  
    2) Get their customer service back to the old award winning status.
    3) Apply the 5 proposal in this article if possible

    Results: Existing customers wil stay and new customer will come in droves

    • Mattcat03

      4) Another important thing I forgot to mention, add the IPHONE. The CEO of Tmo must do  whatever he needs to do to make that happen.

  • phxgoose

    If T-mobile wants to fix it self it needs to remove its current value plans they are confusing to their customer base. You have two types of plans value plans or classic plans, one you get a discount on the device the other you get a discount on the plan, but trying to explain that to customers just confuses them. I do agree they need to jump into the family data plan first and that will help them tons in getting new customers. Points 1 and 3 are definite musts, though point 4 isn’t Verizon’s loyalty bonus was only to the primary line of the account it did nothing for the other lines and isn’t needed to improve customer loyalty. Point 2 shouldn’t be needed as only the account holder or people that the account holder has added to the account should be able to make changes, if the account holders put people they can’t trust on their account has authorized users than it’s not T-mobile’s fault. I think point 5 is valid if T-mobile can get it without paying an arm and a leg like sprint did to get it, they do not need it that badly. 

    • Ashton

      The Value plans are awesome and that’s what I’d be on if I wasn’t working there but they really need to get rid of them.  Some customers are idiots, which is seen from all the “STOP THE MIGRATION FEES TO VALUE” on here.  They don’t get that you can’t have your cake, discounted phones, and eat it too, be on a plan that doesn’t get discounts on phones.

      • phxgoose

        If the value plans were like the older Even More plus plan I’d be okay with them with no contract, but customers do not understand that they either get a discount on the phone or a discount on the plan not both. Its way to confusing for customers. And its only a real value for those with 2 lines or less. With 2 lines you will save about 960 over the course of 2 years on the plan over the same classic plan but you spend between 800 and 1000 on phones so you real savings is only between -40 and 160 less the cost of the phones you purchase. And the purchase price depends on where you buy them. The 3rd line saves you only $15 a month over the course of 2 years so that’s only a savings of 360 yet you still spend between 400 and 500 on most phones, so now you’re loosing on the savings. And you only make these savings in the last few months of your contract. Why would a customer want to pay 150 to 200 down for a phone +15 to 20 a  month for the next 20 months only to save in the last couple months versus just paying the 200 down for the phone in the first place. Your costs are essentially the same for the next 20 months. And you can then get another discounted phone. And if you shop elsewhere besides a T-mobile store you will save even more. 

      • phxgoose

        If the value plans were like the older Even More plus plan I’d be okay with them with no contract, but customers do not understand that they either get a discount on the phone or a discount on the plan not both. Its way to confusing for customers. And its only a real value for those with 2 lines or less. With 2 lines you will save about 960 over the course of 2 years on the plan over the same classic plan but you spend between 800 and 1000 on phones so you real savings is only between -40 and 160 less the cost of the phones you purchase. And the purchase price depends on where you buy them. The 3rd line saves you only $15 a month over the course of 2 years so that’s only a savings of 360 yet you still spend between 400 and 500 on most phones, so now you’re loosing on the savings. And you only make these savings in the last few months of your contract. Why would a customer want to pay 150 to 200 down for a phone +15 to 20 a  month for the next 20 months only to save in the last couple months versus just paying the 200 down for the phone in the first place. Your costs are essentially the same for the next 20 months. And you can then get another discounted phone. And if you shop elsewhere besides a T-mobile store you will save even more. 

        • Ashton

          Your math is missing something.  The most T-mobile gives in discount on a phone is $300.  The Samsung Galaxy S 2 is $530 MSRP and the discounted price is $248 after a mail in rebate.  It’s $248 because of the $18 upgrade fee.  So over the course of two years you actually save $188 per line over the Classic plan with a full discount. 

          On the add a lines you stated that the savings is $360 but you only get a discount on a phone for $300, plus you have to pay the $18 upgrade fee.  It’s not as much savings but it’s still cheaper.  Don’t worry, you made the same mistake that every single customer does when they call in that regard.

        • Ashton

          Sorry, it’s $198, not $188 in savings.

  • Abeeh24

    I have been a t mobile customer since 2004, but lately am getting frustrated cos untill now I waited hopping t mobil will get the iphone, but nothing happen I still have to buy the iPhone n unlock it not to mention every time I have a problem with the phone I can’t get tech support……I hope t mobil will get the iPhone soon if not I will be forced to switch to AT&T or Verizon.
    1 get IPHONE
    2 improve network coverage. pleas

  • GinaDee

    They need to plunk down a large CAPEX investment of $9 billion or more.  Work with 3rd party tower agencies to grow out and expand their network.  Equip all cell sites with high capacity backhaul.  Upgrade all sites to HSPA + if the spectrum is sufficient and regular HSPA at a bare minimum.  If no spectrum is available for purchase then they need to partner with or network share with another provider who does have the spectrum to build out LTE nationwide.  GPRS and EDGE only sites need to be phased out by 2013.    

    Modernize their billing portal for consumers with more self service options in a website that isn’t always down for maintenance.  Equip business customers with a world class billing portal where we can manage our account, add/remove new lines of service, order accessories, update IMEI’s and SIM’s, provision our own services and create on demand reports.  

    You don’t have to be the cheapest just keep things simple and strive to be the best at least in certain popular metro areas.  Change your Monthly Prepaid plans to aggressively compete with the likes of Metro and Cricket.  The cheaper clientele will gravitate to these plans.  Use your national edge and global brand to push your bottom feeder competitors to the back of the bus.  

    Improve your image.  Brand refresh.  Marketing refresh.  Appeal with higher paying clientele with marketing centered towards what’s modern, what’s efficient, what’s global and what will help B2B Enterprise customers get the job done.  

    Get rid of Value Plans.  Just let those who want to pay full price for phones do so off contract.  

    • Antoinetrenton

      That is a very good idea as a t mobile customer I had the htc g2 and my touch 4g and now a LG g2x running on 2.3.3 and my network speeds are good when I’m outside I get 9 up 2 down on speed times but when I’m in my house I get 2g our sometimes no service t mobile needs to improve there network to work in doors

    • Jeanette

      Agreed.  I’ve been saying this all along:  T-Mobile’s lack of real investment for years is what has gotten them where they are today.  11th hour HSPA+ 42 Mbps upgrades only in a few spots don’t really cut it in 2012 when you have Verizon and now AT&T aggressively rolling out LTE at a rapid clip.

      From a financial perspective I know Europe itself is in a real crisis.  I’m not sure how much money DT wants to throw at TMUS right now especially at a time when they are riddled with debt and are having trouble paying it off as it is.  They were truly counting on that $39 billion from AT&T to do this now they are left scrambling.  

      TMUS really needs an IPO so that US investors can put the needed funds into the network in exchange for partial ownership.  Corporations and wealthy US investors are sitting on trillions of dollars in cash right now that they have been hoarding away for the past few years as our country’s economic seen went downhill.  Now might be a great time to reinvest that money back into our economy and TMUS is a worthy candidate for such generosity.  

      Long term however TMUS can’t be the cheap skate provider and they need higher paying more valuable customers.  Either that or they have to go all the way to the bottom and compete with the lowest of the low providers.   Being the lower middle guy doesn’t cut it in our US economy.  Nothing wrong with charging more for better service.  But the two have to go hand in hand.  This won’t sit well with the old customers still hanging on to their $5.99 T-zones plans that they’ve been using on Android smartphones but at some point something will have to give.

       

    • Jeanette

      Agreed.  I’ve been saying this all along:  T-Mobile’s lack of real investment for years is what has gotten them where they are today.  11th hour HSPA+ 42 Mbps upgrades only in a few spots don’t really cut it in 2012 when you have Verizon and now AT&T aggressively rolling out LTE at a rapid clip.  From a financial perspective I know Europe itself is in a real crisis.  I’m not sure how much money DT wants to throw at TMUS right now especially at a time when they are riddled with debt and are having trouble paying it off as it is.  They were truly counting on that $39 billion from AT&T to do this now they are left scrambling.  

      TMUS really needs an IPO so that US investors can put the needed funds into the network in exchange for partial ownership.  Corporations and wealthy US investors are sitting on trillions of dollars in cash right now that they have been hoarding away for the past few years as our country’s economic seen went downhill.  Now might be a great time to reinvest that money back into our economy and TMUS is a worthy candidate for such generosity.  

      Long term however TMUS can’t be the cheap skate provider and they need higher paying more valuable customers.  Either that or they have to go all the way to the bottom and compete with the lowest of the low providers.   Being the lower middle guy doesn’t cut it in our US economy.  Nothing wrong with charging more for better service.  But the two have to go hand in hand.  This won’t sit well with the old customers still hanging on to their $5.99 T-zones plans that they’ve been using on Android smartphones but at some point something will have to give.

    • Dave Moore

      Agreed.  I’ve been saying this all along:  T-Mobile’s lack of real investment for years is what has gotten them where they are today.  11th hour HSPA+ 42 Mbps upgrades only in a few spots don’t really cut it in 2012 when you have Verizon and now AT&T aggressively rolling out LTE at a rapid clip.  From a financial perspective I know Europe itself is in a real crisis.  I’m not sure how much money DT wants to throw at TMUS right now especially at a time when they are riddled with debt and are having trouble paying it off as it is.  They were truly counting on that $39 billion from AT&T to do this now they are left scrambling.  

      TMUS really needs an IPO so that US investors can put the needed funds into the network in exchange for partial ownership.  Corporations and wealthy US investors are sitting on trillions of dollars in cash right now that they have been hoarding away for the past few years as our country’s economic seen went downhill.  Now might be a great time to reinvest that money back into our economy and TMUS is a worthy candidate for such generosity.  

      Long term however TMUS can’t be the cheap skate provider and they need higher paying more valuable customers.  Either that or they have to go all the way to the bottom and compete with the lowest of the low providers.   Being the lower middle guy doesn’t cut it in our US economy.  Nothing wrong with charging more for better service.  But the two have to go hand in hand.  This won’t sit well with the old customers still hanging on to their $5.99 T-zones plans that they’ve been using on Android smartphones but at some point something will have to give.

      • Greg

        You’ve hit on a good point here. T-Mobile needs find a corporate identity and decide which route they’re going to take. Do they want to be known as the cheapest provider? Or the best?

  • Go18

    1. More rural towers
    2. Choose? Value or classic? Not both
    3. Repair your reputation
    4. Family Data- unlimited
    5. Apple

  • Shaniqua22

    one thing i think would make t-mobile better is if they expand there coverage. i work in best buy in the cellphone section over here in los angeles and almost no one buys t-mobile or sprint everyone that walks in usually always goes for either at&t or verizon . even tho i show them that sprint and t-mobile have cheaper plans they usually always give me the same answer ” i care more about reception inside buildings and better nationwide coverage ” something t-mobile and sprint dont provide. they dont care if at&t or verizon are more expensive . so yeaaa..

  • Taraj26

    i think they shud start workin on Lte pronto!! verizon has Lte in alot of places, at&t was starting of slow they were supposed to have 15 markets with Lte by the end of december . But i dont know if anyone noticed that ever since the fcc approved the deal with flo tv and at&t , at&t bought flo tv and now there Lte rollout started going faster. By the end of december at&t had 26 markets with Lte insted of 15. so i wouldnt be surprised if we start seeing more at&t Lte cities popping up faster. because i read online that at&t customers will start seeing Lte in more places faster because there gonna do a massive rollout now that they bought flo tv . and theres proof they had 26 cities with Lte instead of the supposed 15 by december. so yea i think tmo need to catch up pronto!!!!!!

  • BiGMERF

    i think number one.. should be coverage.

    • JustSaying

      Everyone talks about 3G/4G but voice coverage alone isn’t good enough yet!

  • Rajesh

     $price for phone, $200  to get the value plan and than monthly bills?
    Remove the $200 per line stupid VALUE PLAN fee.

    that’s number 1 recommendation

    • Ashton

      Don’t get a discount on a phone then ask for switch to a plan without discounts……that’s number 1 recommendation. 

  • 1. Screw LTE for the time being. It can wait. Just get rid of 2G completely
    and build it into 84Mbps HSPA+. If you want any faster than 84Mbps right now,
    you’re just sad. Think ahead, though, and acquire the spectrum needed to deploy LTE soon.

    2. For 2G-only phone customers, offer a free 3G/4G phone based on tenure to get them off the spectrum needed to build out HSPA+.  It’s about time they updated their phones anyway and if they’re still sporting 2G phones, that’s both sad (because they’re old) and awesome (because the phones lasted that long).

    3. Down with fees! I’m talking Migration Fees, Upgrade Fees, and such. I can understand Restocking Fees, Cancellation Fees, and the like, but the other fees are just silly.

    4. COVERAGE. This kind of goes back to #1, but focuses on coverage in general. Let’s face it, T-Mobile needs coverage. Native coverage. The AT&T roaming agreement is a short-term fix for this, but what happens in seven years?

    5. Bring the damn good customer service back! We miss you!

    6. iPhone. If nothing else, it will help give people their little social status symbol they need to stop whining.

    7. 18-month upgrade program. The 12-year may not make as much sense in a business environment (especially with some super expensive devices) but an 18-month program would be a nice way to meet in the middle.

    8. Better international roaming. For a company who has stakes in a great many countries, Deutsche Telekom really has expensive roaming. We need to stop thinking national and start thinking INTERNATIONAL like companies such as Truphone does.

    9. Yes, I want my freakin’ fries with all that.

    • Wilma Flintstone

      I’m just curious, what are you going to do with 84mbps Speeds?

      •  Exactly my point! T-Mobile is going to 84Mbps this year (supposedly), so why would anyone want or need anything beyond that? That’s CRAZY fast!

    • Tbyrne

      You’re funny! But a 12-year plan? What’s up with that?

      •  Thanks! Fixed. I meant 12 months not years lol

    • Ashton

      So turn off 2G and what do you tell the 1 million Iphone customers when you say there is no data network for you here or any of the other phones that are from AT&T, which there are quite a few.

      •  This: Read #2 and #6 again. Combine them. Think about it. In other words, offer iPhone users a comparable free device, even if that device is an iPhone (not likely to be free though, considering it’s Apple we’re talking about).

      • If they deploy HSPA+84 carriers on PCS where 2G GSM is currently residing, the iPhone will connect to 3G instead of 2G on PCS.

        • Ashton

          No it won’t, it runs at different frequencies than the Iphone can pick up.

  • JR69

    Yes, they need more coverage.  They should get this though from AT&T after the merger was denied.  Some would say LTE, but for me HSPA 84 would be just fine AND it wouldn’t drain my battery like LTE.  BUT, I wouldn’t mind if they roll out LTE in the same frequency as AT&T.  

    More high end phones.  T-Mobile continues to be the value leader but honestly, there are tons of people who want to high end phone, see more it’s certainly not hurting Verizon and could help your image.  

    I agree with upgrade cost.  They need to keep their loyal customers and all carriers should adopt this. I am already signing a new agreement, don’t nickel and dime me!

  • Anonymous

    I hate their stupid Migration Fees. I can’t switch to the $49.99 unlimited everything plan without paying $200 first!! I never heard of such a thing. It used to be that if you wanted to change your plan, you could, seamlessly albeit the exception of maybe a contract extension.

    • Frank Jacobs

      They should let you switch if you haven’t bought a subsidized phone recently. However, I have no problem charging the $200 if you’ve just bought a phone at a reduced rate. They need to make money somehow.

      T-Mobile needs to increase their profit margins. Giving stuff away cheap, and then getting less back from the customer doesn’t help them.

      • Ashton

        The migrations fees go down.  If you’re at 8 months then it’s $150, 12 months $100, 16 months is $50 and free at 18 months.  Those that gripe about the migration fees of $200 recently received a discount and all T-mobile wants is part of their money back if you want to go to a plan that doesn’t give a discount on phones. 

        • Thomas

          The only exception being customers that have recently switched to a classic plan from a legacy/grandfathered one, and with that signed a new 2-year agreement. I do think T-Mobile should go off of the last upgrade instead of just the contract end date.

          T-Mobile has already done away with upgrade fees on the value plans, so in my book that point is already done.

        • Ashton

          I’ll agree with that but all these people whining about buying Galaxy S 2s at full discount and then saying it’s wrong for T-mobile to charge migration fees is ludicrous.  Some people have no common sense in that regard.

        • Guest

          There is a policy that will allow you to waive a migration fee if the rate plan was changed recently and not because of a cellphone upgrade. Its pretty limited but i have used it a good number of situations to get ppl onto the value plan

    • Dan

      Well that plan you want is a Value plan and your on a Classic plan. You can switch to a different Classic plan without fee.

    • Rajesh

      the $200 to get VALUE PLAN is  a big rip off! Having to pay $200 per line to change the plan is a stupid idea.

      • KASUR

        $200 PER LINE FEE FOR PLAN CHANGE IS UNHEARED OF AND ONLY ON TMO, this is why they are losing customers.
        it is not a VALUE a rip off plan actually

        • Ashton

          The reason why nobody else charges to switch to a plan is because T-mobile is the only carrier that has a plan where you buy the phone at full price and then get a lower rate.  You CANNOT get a full discount on a phone and then ask to go to the plan where you buy the phone at full price and not get a penalty charge.   T-mobile’s not stupid,  just the people bitching about the migration fees.

        • KASUR

          tmo is worst, charge for phone and  pay $200 per like to change plan.
          NO carrier does that nonsense.
          it used to be free to change  the plans but now $1000  for 5  family lines to change  plan?

        • Timothy Desaules

          You are a moron.  People like you is why we ever even saw G W Bush in office.

        • Ashton

          It was NEVER free to change to a plan that was cheaper because you didn’t get phone subsidies.  Remember the Even More Plus plans?

        • Brian McGriff

          You can still change between any classic plan you want with out fees. 

    • Ashton

      The same migration fees applied to the Even More Plus plan but the Value plans are so much cheaper that people think they should just be allowed to move to them because they’re special.  Hint, you’re not that special.

  • Wilma Flintstone

    Mr. Vault, what is that plan of yours called or does it have a name?  I want to know for reference when I call customer Loyalty Department.  I’ve been paying $101 for Unlimited everything (5GB) every month and would really like to get that lowered.  Thanks for the info also.

  • Anonymous

    Here my 2cents worth. Where are your decent midrange phones that are not touch screen,that
    are not smart phones?  Tm,has only 2 so-so flipphones  in your lineup. The other big 3 have,rugged,water resistant/proof phones. At&t is still selling sliders phones from 3-4 yrs.
    old. Pertect for people that don’t want or need smart or touch screen phones! I am sure that Vez, and Sprint,have some older phones they are still selling that are simple!  2 so-so flipphones,and 2 so-so
    bar phones! Is not cutting it!

    • Greg

      So true. I need to replace by dad’s phone. He just needs a simple flip phone, but the only ones they’ve got get really lousy ratings and look like they’re made for a teenage girl. :-/

      • Anonymous

        Look what they might have on ebay for him. They still sell Moto Razr V8 for a good price. Better yet you can get him Razr 3g V9 unlock on there. If they are too fancy,
        you can maybe see if he would like Nokia 6263. If so,you can checkout this seller(
        this is not my store,or do I profit if you buy from them) they are selling, unlock 6263
        for $27.00 plus $12.00 shipping.  phoneshoptelmarnetworktechnology they are on ebay.
        Hope’s this help you.

  • TM97

    1.  Shared family data.  While a good idea, but T-Mobile is already network data heavy.  They can’t just magically get spectrum, and the AT&T roaming is going to be for Data only.  It would be nice to give away more spectrum for less money, but the company is already broke.  Many markets can’t launch even a second UMTS carrier because of spectrum challenges.  Forget LTE, UMTS and HSPA will be tough to expand.

    2.  Notifications, yeah ok.  

    3.  Remove upgrade fee.  The company is already broke.  Unless they can determine that more would be taken in by reducing churn and increased sales to outset the cost, its an impossibility.  They can do nothing that costs more money right now.

    4.  I’ve thought a customer loyalty program would be a great idea for years past.  Everytime it gets mentioned the same demons “cost vs. reward” “more consumers on a strapped network already”, etc. Unless they can determine that it will make them money in some way, it will not happen.  It remains to be seen if its profitable.

    5 Iphone, Iphone Iphone.  Who knows.  All the pressure that can be bared on T-Mobile is there, it is going to have to be pushed on Apple by consumers.  

    •  Where did you read the AT&T roaming agreement was going to be data only? Voice can operate on HSPA+. And who says T-Mobile is broke? They’re still very profitable!

      • Ashton

        Well they are very profitable but they’ve not even made much of a dent into the purchases they’ve made from acquisitions.   Voicestream cost T-mobile $35 billion and don’t forget about Suncom.  They also had to borrow billions increasing their network from the parent company.  It’s like saying a person is making $100,000 a year is doing well but they are $3 million in debt.

        •  True, but last time I looked, T-Mobile was not in debt. Deutsche Telekom was.

        • Last I checked, T-Mobile is on track for $6.2 billion in revenues for FY 2011. Pull out the ~$3.5 billion in operating expenses and upgrades, and T-Mobile USA is still contributing roughly $2.7 billion in profit to Deutsche Telekom.

        • Ashton

          Look at the actual quarterly profits and not just come up with your own random math.  It’s nowhere near your numbers.

  • Anonymous

    about getting the 2 gb data out and get back to the 5 gb data cap instead.

    • Ashton

      Huh?  They do, it’s just the same price as it’s always been for 5GB, which is $30.  They just gave a wider selection of data plans by introducing a 2GB $20 data plan.

  • BigMixxx

    The big thing is…

    People want t mobile to be successful.  We …us folks in the community…have really good ideas…..

    I only wish there was an opportunity to submit ideas to help turn the company around.  The outlook for  the company is quite simple.  Look at the past mistakes and high successes and develop programs to avoid the mistakes and highlight the successes….

    • Anonymous

      BigMixxx is waiting for you bring out the replacement for the LgG2x!!  LoL!

      • BigMixxx

        I wish….if there is one with the same specs running miui….
        Or a cyangen version of the software….
        Or Just not that damn phone…

        • Ashton

          One of the companies need to just pay Cyanogenmod to build their Android version, then they wouldn’t have had the software issues they had with the G2X.  The Cyanogenmod guys want to see their custom ROM on a manufactured phone and one thing you never hear is people griping about their phone running CM7 and when there are slight problems the issues are fixed in days, not months.

    • InvisibleHand

      The problem is that all the “good ideas” that customers have do not contribute to the bottom line. I’m not saying that I disagree with lower costs and better phones, but those things don’t typically happen together. Think about it: if plan price were such a concern, then Verizon and AT&T wouldn’t each have triple the customers of T-Mobile. I hate to say it, but if the iPhone comes to T-Mobile, so will higher cost plans. This will be good for the company and bad for everyone on T-Mobile waiting for the iphone. If you want the iPhone, you had better get it on AT&T or Verizon because the price will essentially be the same.

  • JG01

    The COE of Tmobile said, he wants to stop customer churn….number 1 thing. The problem with TMobile is , they are not giving the people what they want…plain and simple. They want too much control over what you do (I understand, from a homeland security point, this is not bad). We need a champion company within the telecom industry. A company whos mantra is, ” we are of the people, run by the people and we look out for the people”.  All the companies are these days is ,” of the the wealthy, run for the wealthy,  and look out for the wealthy few”. There is balance between these two worlds.

    To  keep the customers.

    1. Have better customer service. When I call, most of the time , they don’t know what they are doing and I have to educate them…me the customer…might as well do it myself!  Or , I have to call back 7 times to get one person who knows what they are doing.When I call for an issue with my phone…don’t tell me that the phone is new and no one has been train on it !!

    2. CUT OUT THE BLOATWARE CRAP and SPYING software (CIQ…remeber) on the device. This to me a blantent disregard of the consume rights. These software also causes devices to run poorly  and can cause hardware failures, battery drains, performance issues….just cut it out !!  What most customer don’t know is, when you buy a device, you own it. Meaning , like a laptop, you buy , take it home and can install another operating system on it or remove pre-installed software without voiding the warranty !! these handheld devices are small computers, just like a laptop. We should be able to delete whatever software we don’t want ( OS excluded…BTW…thanks XDA-Developers). Having said that, It is up to the customer to get to know the device and how works and how the use it.

    3. Come up with more creative ways of working with customers on issues. At the moment, it’s a hard stop based on what the procedure states. To be frank…this upsets the customer and when this happens a few times, becomes very frustrating and thus customers want to leave. Be more flexible.

    4. Sell the device separately from the network service. Meaning, TMobile operates on certain frequencies.If I want to buy a device that is being used in Europe that can operate on their network, then Tmobile can be the broker of these sales, partner with distributers.STOP LIMITING US!! Ultimately, the manuffactorers are the one who have honor the warranties…so we can also go directly to them.

    5.  Become a more technolgy SAVVY network. All they do is phone calls, text and data….boring. There is major technological revolution about to happen  regarding media content, virtualization, user interaction , the convergence has already begun..and TMobile should more cutting edge, instead of following the leaders.. Become more of a technology company , integrating services and features (If someone from TMobile reads this, they know what I mean). Hate to say it, but Verizon have been blazing ahead in this area.

    6. They can still do better with their plans. I agree, cut out those bad fees … like the upgrade fee !! I have chosen to stay with your company and give you my money, why are you charging me this fee?! Just another clap in the face !! If I am paying full price for a phone…why do I need to pay $200 ETF?
    +

    • Max

      Oh brother

  • Alexander Rojas

    I am a prepaid user so I say:
    1. Add insurance for prepaid customers
    2. If you have enough funds in your account let consumers “bill” apps
    3. Off-contract price should be cheaper for loyal customers or prepaid
    4. Get more high-end smart phones from EVERY Manfac( android especially, WP7, and iphone for those that want it)
    5. Roll out 4G more often, especially in NJ *cough cough* 84mbps
    6. Devices should be unlocked by default with pentaband GSM

    • Ashton

      So what you’re saying is that you want prepaid pricing with post paid perks.  Not going to happen.

  • InvisibleHand

    5 Ideas to save T-Mobile:
    1. Launch 2-3 LTE sites and raise plan prices the same day.
    2. Eliminate the upgrade fee and add $20 to the price of each handset the next time pricing changes.
    3. Eliminate the ridiculous save offers people get when calling in to cancel because they want the iphone. Let them go.
    4. Drop the mytouch franchise and launch a “near stock” Android phone with guaranteed updates allowing some bloatware to make money. This will give the stock android fans something to love.
    5. Stop positioning T-Mobile as a “value leader”. Let Sprint do that. Take a gamble on the iPhone in conjunction with the raised price of the plan. 

    If DT decides to keep T-Mobile for the short or long term, they need to start building value in the company to prepare for a future sale. This is accomplished by incentivizing cost-sensitive customers to leave to sprint or prepaid networks while opening up spectrum for the higher value customers looking to leave Verizon and AT&T. 

    In short: drop all the cutesy crap and start competing like a real business. Price sensitive customers who frequently call in and threaten to cancel are not worth retaining since they often have a history of late payments and suspensions. High value customers will come from Verizon and AT&T, but only if you give them a real reason. Lower price plans are just a band aid. It made sense while preparing for the AT&T buyout but cannot be sustained indefinitely.

    my 2 cents.

    • Fist

      T Mobile is looking for a CEO, maybe you should apply?

  • Schippma

    I agree with many of these posts but I think most people are forgetting something, T-Mobile is a value carrier. They are not AT&T and Verizon and I am proud of that fact.

    T-Mobile needs to deploy HSPA+ to as many markets as possible and find other partners in areas where they do not have enough spectrum. By the end of this year, the vast majority of T-Mobile’s native coverage area should be upgraded to HSPA since most of their native coverage is in metro areas.

    T-Mobile should invest in HSPA due to the significant price advantages over LTE. T-Mobile is a value leader, meaning they cannot offer the greatest network at a discounted price. Verizon can deploy LTE to their entire network if they wanted to do so because they are the BMW of wireless carriers. Their customers pay for their ‘premium’ network.

    I love T-Mobile because they offer lower cost plans and services to consumers which gives customers a choice in the wireless market. If T-Mobile struck a deal with Apple on an iPhone, T-Mobile would have to sell the phone for much more than VZW, ATT, and Sprint because their plans are more expensive.

    If T-Mobile gets the iPhone and/or deploys LTE extensively, they would be forced to raise prices. Would you stay with T-Mobile if they offered the iPhone and deployed LTE in limited markets as well as raising their data and voice plans?

    I think most people would be happier with better voice and data coverage outside metro areas, fast internet speeds with HSPA, better low to high end devices from all manufacturers (including Apple IF a reasonable deal can be struck), and the great customer service I have had with T-Mobile for the past 9 years I have been a customer.

    If I wanted an iPhone that worked with 3G speeds or if I wanted 4G LTE, I would just simply get it from somewhere else. Just my ramblings and thoughts.

    • Ashton

      The problem with your deduction is that LTE is more expensive.  Yes, it will cost a lot to build but the cost of operating it is much less than HSPA+.  This means that other carriers will be able to run their network at less cost and could then drop the price of their plans within striking distance of T-mobile.  If a Verizon plan ended up costing $10-20 more than a comparable T-mobile plan then it’s game over for T-mobile.

      • Bratty

        The problem with your deduction is that the bigger boys will actually DROP prices. Why would they? At much higher prices, people are flocking to them. There is no logical reason to think that they will drop prices after implementing LTE. Low prices alone do not guarantee customers.

        • InvisibleHand

          I agree completely. The best way to retain customers is to create a connection on an emotional level (iPhone, specific features etc.) which cost alone does not create.

        • Bratty

          BINGO! That is exactly what TMo needs. Its about the emotional relationship with the customer. If you cannot be the largest airline, be Southwest. Same situation here.

        • Ashton

          They gave up the “Southwest” option when Humm became CEO and they aren’t planning on going back. 

    • Pa

      What?

  • Rmark1880

    How about expanding 3g? T-mobile still has more 2g than any other network. Nobody wants to be stuck with dialup speeds in 2012. Hurry the hell up and get your network out of the stone age and then people will want to possibly sign a contract.

    • Ben McRill

      you don’t want to be stuck in the stone age but you are asking for more 3g? T-mobile has the largest 4g network out there with speeds (in the real world) topping 20 mbps. Now they do need better rural area coverage, but so do several companies. 

  • Emily

    Number one advice to TMOBILE is,

    Stop asking long time customers to pay $200 fee per line to change plan to  the cheaper VALUE PLAN.
    Tmo  must not charge $200 per line, plan change fee.

    • Kirk

      Emily do you currently own a smartphone? Did you pay like 600 dollars for your phone or did you get that smartphone subsidized?

      That should answer your question why you can’t switch to Value Plan without a fee.

      THEY F*CKING GAVE YOU A DISCOUNT ON THE GOD DAMN F*CKING PHONE. VALUE PLAN DOESN’T OFFER A F*CKING DISCOUNT ON PHONES. PEOPLE PAY LIKE 600 BUCKS FOR A PHONE WHEN THEY WANT TO BE ON THE VALUE PLAN. THAT IS WHY THE VALUE PLAN IS A VALUE PLAN, BECAUSE THE CUSTOMER PAYS FULL PRICE FOR THE GOD DAMN SMARTPHONE.

      ARE YOU SO SPECIAL YOU SHOULD TRICK THE SYSTEM, GET A SUBSIDIZED PHONE THEN SWITCH OVER TO VALUE PLAN?

      GOD DAMN

      Sorry but I can’t stand the idiots anymore. T-mobile has a lot of issues I agree, but the migration fee isn’t one of them.

      • jon

        Lol.

      • Spock

        Also they should give us the phone for Free for using the service for 2 years

      • Emily

        i got no fee or big discounted phone, CHARGING $200 per line to change plan is foolish thing! it used to be that we can change the plan but now up to $1000?

        • Emily

          correcttion- i didn’t get free or discounted, i paid almost full price of the phone.

        • Ashton

          Yes, you probably paid $200 for a top end Android phone and think that you paid almost full price.  That’s not the case.  They give a discount of $300 on most smartphones, so by them moving you to the Value plan for $200 they are still losing money but some customers don’t get that for some reason.

    • Spock

      Yea I agree, charging $200 per line for no good reason is theft!

  • Jaxxsun

    We all have dreams  :))

  • And why not a decent Windows Phone device with a sliding keyboard?
    (From Nokia maybe)

  • uh PLEASE DT IN GERMANY  PLEASE….THE UTTER TRASH CUSTOMER SERVICE THAT ATT WAS USING IN ALABAMA AND SOUTH CAROLINA (I KNOW THOSE OUTSOURCERS BY NAME) WERE RUINING YOUR GOOD NAME IN CUSTOMER SERVICE. FROM 2002 TO 2009 WE WERE VERY HAPPY  BUT WHEN  I NEEDED TO RENEW THE SERVICE AND OPTIONS WERE TERRIBLE AND WHEN MY G2 FAILED AFTER 4 MONTHS THE ROBO ANSWERS FROM SAID TRASH ABOVE WAS ANYTHING BUT THE QUALITY OF CUSTOMER SERVICE WE HAD FOR THE FIRST 7 YEARS.   NOW I SEE THAT YOU HAVE AND ARE REHIRING THOSE MAGNIFICENT FOLKS IN THE NORTHWEST UNITED STATES…MAY THE LORD BLESS YOU THOSE FOLKS  ARE INTELLIGENT..NOW UNTIE THEIR HANDS SO THEY CAN TAKE CARE OF GOOD CUSTOMERS OK?  AND NEVER AND I MEAN NEVER TALK ABOUT SELLING TO ATT TRASH EVER AGAIN….THEY REALLY SUX  OK?  HAVE YOUR EXPERTS TRACE MY IP SO I CAN ID MYSELF AND TELL YOU ALL ABOUT CUSTOMER SERVICE AND MY HORRIBLE EXPERIENCE WITH THE HIRED ******()))) TRASH FROM ALABAMA OK?   NOW I LIVE IN PENNSYLVANIA AND HAVE ALL MY LIFE. I HATE VERIZON AND THERE ARE 2 TOWERS WITH 2G THAT ARE GSM AND BEGGING FOR AN UPGRADE OK? AND THEN I WILL REALLY BE LIKE A PIG IN POO/…..OR SHOULD I SAY A WEINER IN THE SCHNITZEL!!!!!??

    ANYWAY PLEASE PLEASE PLEASE RETORE THAT GOOD CUSTOMER SERVICE WE HAD FOR 7 YEARS AND NEVER EVER THINK ABOUT SELLING TO ATT (SELFISH FILTHY TRASH)

    PS AND IS THERE ANYWAY I CAN GET A COMPARABLE PHONE TO REPLACE MY G2 ..SINCE I HAVE BEEN PAYING FOR A PHONE WITH TALK TEXT AND DATA THAT I HAVE ZERO USAGE FOR FOR THE LAST 12 MONTHS?

    PPS  I  RAN CUSTOMER SERVICE FOR THE WORLDS 4TH LARGEST TELECOM FOR 4 YEARS AT THE TURN OF THE CENTURY…I KNOW WHAT I SPEAK OF

    • Anonymous

      Cruise control activated
      YES CAPTAIN!

    • tmotech

      What the hell are you talking about? “Have your experts trace my IP?” “Hired trash from Alabama?” You’re am idiot that obviously doesn’t know squat other than “LOL I BROKE MY FONE AND THEY WUNT GIB ME FREE ONE THOSE TRASH CUSTOMER OUTSOURCERS.”
      I don’t believe for one second that you “ran” customer service for anyone, and you sure as HELL don’t know what you speak of.

  • hankchanaski

    In what time frame do we hope t-mobile will implement these 5 ideas?

  • Anonymous

    I disagree that the iPhone isn’t a big deal.  It’s a household name.  No other phone really is a household name.  My 83 year old Korean grandmother knows what an iPhone is.

    You have to cater to your average user.  They don’t get a Powerpoint presentation detailing the advantages/disadvantages of each OS or manufacturer.  They just get drawn to a name or fad or a friggin’ Photoshopped picture with shiny lights.

    My parents are on AT&T since T-Mobile doesn’t work at all at their home.  I laid out the difference between the three major OSes (iOS, Android, WP) for my mom’s last upgrade.  Mom didn’t even bother to look at the list.  iPhone.  It’s what she wants.  Why?  Cause she heard it’s ‘good’.  That’s it.  Yeah, you can argue all day about which OS or manufacturer is better but at the end of the day, the one thing you can’t deny is the popularity of the iPhone.

  • Anonymous

    Wow… your argument just lost all traction.  Kudos.

    +1 J.

  • Anonymous

    So….it appears the consensus is for T-Mobile to give everything away for free. Sounds like a brilliant business plan that should do them well moving forward.  Do you people even read what you type?  I know it would be awesome for everyone that’s been a customer for more than 2 days to get a free phone, but understand that T-Mobile, and all cellular companies for that matter, are in this to make money. And Re: iPhone….Sprint has shown that you need roughly $20 billion to get in bed with Apple.  Dont see T-Mo taking that route anytime soon….seeing as it worked out so well for Sprint’s bottom line.

  • Mad_philosopher

    agreed…

  • Vinnyj

    Very simple, get the I-Phone. I am not a I-Phone user but the number of customers that would jump ship to T-Mobile when the phone is available is big. If they can land a deal with those stiffs then they would be sitting in a new game. They have a solid HSPA+ Network that will get stronger, just get that lousy I-Phone.
    I’m a long time Android hacker who will never screw around with that locked down kids toy but there are millions who love it. Get the I-Phone and this company will see a very bright future.

    • Littlesis1774

      I agree

  • Anonymous

    5 things Tmo should do in 2012
    1. Get the Freakin iPhone already. Bunch of my friends left Tmo to go to Sprint to get the iPhone. I have noticed several mobile phone users are young and want to have what everyone else has…THE iPhone.
    2. Change the upgrade time to 12 months. I remember Tmo did that a while ago.
    3. Stop spending money on advertisement and spend it on the network. I have been with Tmo since the begining. i would like to say I never get dropped calls to our competitors. I want my phone working 99% of the places I use my phone, including data.
    4. Do what no other provider does. Take a loss on the prices of the phones and get more paying customers to join. Example: HTC Amaze $99, Galaxy S2 $99 dollars. Customers have an option to purchase an Amaze for $199 or an iphone for $199. get my point.
    5. Get back the customer service Tmo had awhile ago. I remember everytime I called my problems were solved. Now I have to put a fight to get things done.

    • Greg

      It would be great if they could do that, but they just can’t afford to give things away that cheap that often.
      They run on a VERY slim profit margin. The last time I did the math, they were making on average $36 profit per customer per year. Think about those numbers a bit. If you call in and manage to talk them into just an extra $50 discount on the new phone you want, poof! They’ve gone from making money on you this year to losing it.

      • It’s even slimmer now. I think it’s just the $18 upgrade fee now (for profit from consumer). They have to pay even more for devices than they did before 4G and the iPhone, so costs have gone way up. 

        • Greg

          I believe it.

          When it comes to situations like this, people tend to think only about themselves. “Well, T-Mobile is a big company that makes lots of money, and I’ve been a subscriber for (however) long. They owe me!”

        • With that kind of profit margin, it’s kind of amazing that T-Mobile is on track to make $6.2 billion (with roughly $2.7 billion in profit) for FY 2011.

        • Ashton

          No they’re not.  They have less customers this year than last year and they hit $1 billion net profit in 2010.  They didn’t increase their profit by almost double.  Can you give links, because up to this point they’ve made a little more per quarter but just a little.

  • Rashisiders

    Here’s a brilliant idea: bring in high end Windows Phone devices!

  • Adam

    Get the damn i phone on your network, your the only one who doesn’t have it. You like money don’t you?? yeah i thought so. So get off your asses and get the i phone. Oh and do it before march 7th cuz thats when my plan expires and i would like to renew with the i phone.

    • Tbyrne

      Adam, Adam, calm down. I’m sure Apples doing everything in their power to get the iPhone to T-Mobile.

  • Twcamc

    you want the ipphone go pay a pretty penny to the other carriers. don’t take our bandwidth with half eaten apple products!

    • Greg

      We might run into a bandwidth crunch if a people went from using “dumb” phones to iphones, but statistically, they use quite a bit less on average than Android ones do, so I don’t think there’d be too much trouble there.

      • Jaya_on

        Good point. So tmo getting iPhone could potentially free up bandwidth assuming some android users switched to iPhone.

  • Android4lyfe.com

    The upgrade fee is dumb, just add it into the price of the phone or get rid of it already, causes more trouble for us reps at the store as it is, and I’m all for the family data. If we had a family data package it would not only kill the competitors but also save money for the consumers!!!

    • Greg

      See the comment a little bit below this from Conan Kudo. Their profit margins are shrinking. Having inexpensive service is great, but they still need to turn a profit.

    • CDogg

      How about telling your customers in the store about the fee when you sell them a phone instead of “ohh call customer service or customer loyalty to get it waived.” after the fact.  There  s a best practice for ya.

  • Winski

    With the COMPLETELY inept management team that T-Mumble US has in place today, it’s likely that they’ll start charging ALL customers $50 per month just because they WANT to… Kinda like the $2 ‘convenience’ fee that Verizon tried to institute not long ago…. The CEO’s a moron… they have the WORSE CMO in the history of mankind, and now the CTO actually tried to get positive with the rest of the world and the company slaps him silly – in public.

    What’s next, the new Motorola Flip Phone that I gave up to a re-cycling facility 15 years ago as the latest and greatest device ever introduced by anyone – anywhere?? These people are idiots!

    • Tbyrne

      The Russians are coming! The Russians are coming!

  • macman37

    When it comes to getting the iPhone, please understand a few things: 1) Although both the Qualcomm MDM 6600 {the one used for 3G networks (iPhone 4S uses 6610) and the Qualcomm 9600 {the one that will be used for 4G networks} support the AWS bands, T-Mobile CEOs need to understand that having support for the network’s frequency bands are just one-half of the equation in getting the iPhone.  2) The other half of the equation in getting the iPhone is having 4G LTE deployed in enough number of markets that will satisfy Apple; Apple’s decision in releasing a 4G LTE iPhone is dependant upon the current deployment of 4G LTE and how its projected number will be in relation to their probable release date.  Currently, Verizon Wireless has 190 markets with 4G LTE deployed, AT&T has 15 markets with 4G LTE deployed, and Sprint says that they will have 4 markets with 4G LTE deployed by the middle of this year.

    To the heads of T-Mobile USA and Deutsche Telekom, get more aggressive in your deployment plan of 4G LTE.  It’s great to read how you would want to reconfigure some of your current number of the AWS bands for 4G LTE, but you need to partner up with someone as well.  The Dish Network, one your potential partners, and probably the best, has already expressed interest in working with you on this.  There are now rumors that they may partner up with AT&T; and that is the last thing that most of your subscribers would want to happen.  Please do not take too long in making a partnering decision for this deployment of 4G LTE, as well as the deployment of this new network technology.  We, your current subscribers and potential subscribers, do not want to see T-Mobile missing out on and not being an carrier option for the iPhone 5.

  • CDogg

    The problem with getting the iphone is the incredible amount of customers calling in stating “loyalty” who just upgraded to the SGII will now want the iphone with a discount.  I look forward to the day T-Mobile gets the iphone but I dont look forward to the reps taking the calls from the customers who think they are entitled.  Those are going to be some long days for the reps.

  • Nick Abdullah

    I wish people would just get over this iphone already.

  • koolaid

    They’re about to lose me if they don’t get the Galaxy Nexus.