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.

    • http://twitter.com/Serotheo Simon Yu

      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

    • http://twitter.com/Serotheo Simon Yu

      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

  • http://www.twitter.com/mrjlwilliams J. Williams

    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.

  • http://twitter.com/servbotx servbotx

    #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.

  • http://twitter.com/2bzen Steve Hy

    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.

    • http://twitter.com/chadmd23 chadmd23

      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.

    • http://tmonews.com David

      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?

      • http://twitter.com/AquarianLogic Jeff Perkins

        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?

        • http://tmonews.com David

          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.