T-Mobile’s “2012 Is The Year T-Mobile Fixes Churn” Plan

T-Mobile Philip Humm was clear in his Welcome 2012 Statement to T-Mobile employees that fixing churn was a top priority. “I want to stress that it is critical we fix Churn in 2012. For every customer who renews their contract with T-Mobile, we lose one. That is a dead end, not a growth path. We have established a plan for 2012 that will improve the customer experience and enrich how we interact with our customers.”

So what exactly is that plan? We, we likely may never know the whole plan, but we just got a glimpse at part of the plan and where T-Mobile will focus as 2012 rolls on. Humm’s statements recognize he understands where the problem is, but without addressing how to fix it, T-Mobile will stay in neutral. So how do they fix it? According to these leaked images, “It all starts with fixing the basic reasons that customers leave and improving the customer experience.”

T-Mobile will shift it’s energy and focus on:

  • The Network, T-Mobile’s biggest asset will see an increased focus on network quality and further improving in-home coverage.
  • Handsets are one of the biggest reasons customers walk in the door and T-Mobile wants their 2G and 3G customer base to recognize the 4G handsets and the quality they represent.
  • T-Mobile needs to continue emphasizing their value, knowing they have the “best value in wireless” and will continue to “drumbeat” on affordable 4G.
  • T-Mobile’s fees and contract terms have represented a very large part of angry customers recently, reconnect fees, warranty fees etc…have all upset longtime customers who felt frustrated by fees that seem to come out of nowhere.
  • Involuntary churn represents a portion of the customer base who aren’t properly fitted for a rate plan selection and T-Mobile employees need to be aware of customer needs and then direct them to the right plan.
  • Ensuring that first impressions last, customers who tend to leave right away will do so in the first 180 days so T-Mobile employees need to make sure that they are properly fitted with the right phone, the right coverage and the right rate plan.
  • Employees should get comfortable telling a customer “no,” allowing for a T-Mobile rep to emphasize when and where a customer might have bad service and telling them exactly that. It sounds like a risky move on behalf of a major telecom player, but it helps make sure that the right customers are having the right experience.
  • Customer relationship management will help allow for the return of T-Mobile making customers feel like family. This is what we all felt before AT&T and 2011 came along, now it’s time to get that feeling back.
  • Renewals are a major emphasis and that means keeping customers before acquiring new ones. This requires T-Mobile to have enticing rate plan offers and a solid handset lineup…Let me add in that it should also mean that T-Mobile’s sales and promotions include current customers. T-Mobile’s midnight sales which take place almost every night are only good for new customers and add-a-lines. That creates resentment among the T-Mobile faithful and if this means they have to stop the midnight offers nightly and perhaps make them weekly, than so be it. Just let current customers take advantage of them.

All in all, I think T-Mobile has a good game plan here, with plenty of room to add in new initiatives and ideas that will help restore them to their JD Power award-winning status. So what do you think T-Mobile can do to help win back customer loyalty and bring new customers in through the door? Based on some of the common complaints I read, you’d say:

  • Continue emphasizing the idea that loyal customers don’t get the same deal as new customers, especially in regards to special sales and promotions.
  • Get the iPhone, I know it’s a matter of argument among our readers as to whether T-Mobile truly needs the iPhone but don’t kid yourselves, being the only large wireless company on the block without it, hurts.
  • Continue to improve on the lengthy wait and hold times for customer service, I know T-Mobile is making changes in the right direction, but they need to continue improving on this so the customer service experience resembles what it did years ago.
  • T-Mobile also needs to remove a number of the unnecessary fees and continue focusing on the human aspect of the customer…we know there is a business side to things and we understand that. Consider what just happened with Verizon, they attempted to start a $2 payment fee and customers revolted. Recognize and listen to your customers.
  • Ensure beyond a shadow of a doubt that customers are aware to unauthorized changes to their accounts, the pay per use data add-on, the billing date change all had customers in an uproar because they simply had no idea things were changing. That’s an easily avoidable situation.

I’m sure there a number of other possible things we could address for T-Mobile and all the the things wireless carriers do wrong in the eyes of the consumer. The fact of the matter is we do understand that this is a business, however, that doesn’t take away from the idea that over the past 365 days, T-Mobile has, in the eyes of a number of their most loyal customers, become a different company. We’d like to see the T-Mobile we knew 2 years ago return, at least in terms of customer service and customer perception. Be the T-Mobile we know you can be.

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  • http://twitter.com/Lawless_1 Lawless_1

    If you want people to renew include upgrades in your sale prices. When my contract is up why would I stick with T-mobile and pay $250 for the same phone I can get for $100 from another carrier?

    • Wheresbrent

      Because that other carriers plan price is $30 more per month, besides the fact that you are WAY off on your pricing you would spend more long term elsewhere no matter what

  • HectoRome

    I HAD Been With T-Mobile Since Day One.

    I left recently for AT&T and the iPhone as I had been treated unfairly regarding my rate plan.  I too for many many years had felt that I was a part of a ‘Family’ and had Never experienced bad customer service. Until the week before Christmas when I was misled by the customer service rep regarding my rate plan.  Shortly after hanging up I checked this site and got the heads up on the new rate plans ( Thank you David!) I noticed the rate plan I switched to just moments before over the phone was Considerably Less ($40 to be exact).  When I had called back to complain I was informed of my $200 per line cancellation which is not only unfair as I had just changed plans minutes before.  It was absolutely maddening on how I was mis-informed and was now being penalized for it.

    Thanks for the years of providing great service during my SideKick days T-Mobile and wishing you all the best in the future . . .

    • Wheresbrent

      So you went to ATT where you will pay even more? Sounds to me like you were upset because you weren’t offered the value plan. It’s not the CSRs job to go over every single possibility with you.

      • TheWayOfThings

          But it used to be the CSR’s job to find the best possible value for the customer, and that meant giving the customer the best options. Now that CSR’s are penalized for reducing a customer’s monthly service charges and must meet sales quotas, with their jobs hanging in the balance, they are driven to avoid, at all costs, giving the customer the best options if it results in reducing the customer’s monthly charges, regardless if doing so would best fit the customer’s needs.

          And if HectoRome really did call back within minutes of changing his rate-plan, there should have been absolutely no reason why the rate-plan change could not have been reversed. The fact is, he was lied to, plain and simple, because that rep has been forced to avoid making changes that would negatively impact his metrics. When a rep sees entire teams terminated, coworkers that he/she has worked with for years marched out the door left and right, and his/her call center has been basically reduced to running on a skeleton crew, coupled with the knowledge that the job market is absolutely saturated with more people looking work than there are jobs available, well you can only expect that rep to pull some shady half-truth sh!t out of sheer desperation.  Is it acceptable? No.. Is it the reality of T-Mobile? Yep..

         The fact that you are trying to justify the underhanded dishonest treatment that HectoRome received, truly serves as a prime example of how this rabid focus on increasing the customer’s monthly bill has changed T-mobile into the sort of deceitful heartless greed-driven abomination that it once prided itself on not being.
         

        • Tbyrne

          All conjecture Thing. Every cell provider out there has a goal in increasing revenue. Hector should have sat down and figured out what plan would save him the most money in his situation. If he felt a Rep misled him, he could of asked for a review of the transaction. Since he clearly was misled, they would of switched him to another plan. For you to come in here and state that T-Mobiles is greed-driven shows how deceitful you are!

        • Dominique

          WayofThings is completely correct.   Reps used to “right fit” customers and customers call in because the reps are supposed to be  the experts.  They shouldn’t feel like they’re at a used car lot, wondering if what the person is saying is actually the truth.  Absolutely reps will try to hide areas where customers can save money, even if the customer asks if there is a better plan or feature because it hurts the reps numbers.

        • Tbyrne

          Doesn’t diminish my point one bit. All Hecto had to do is call back, question the discrepancy and ask that the transaction be reviewed. Sometimes you don’t always get the most knowledgeable person to deal with. Right Dom?

        • Dominique

          Absolutely, because I’ve had to fix tons of mistakes from other reps because they push the call time requirements so low that some reps BS the info or just plain don’t double check their work.

        • TheWayOfThings

          If your point is that you’re a Team Magenta Cheerleader, then I think you’ve made your point quite nicely.

        • Tbyrne

          You bet your ass I’m a Magenta cheerleader! Glad I don’t feel, in your own words, that T-Mobiles a “deceitful heartless greed -driven abomination” of a company. I feel nauseous.

      • HectoRome

        I did call back shortly after seeing on T-Mo News the heads up on the rate plans. After calling back I was told by Automated message that for all Plan Related Inquiries I needed to call back at 6am Eastern Time. I hung up, called back and selected the option where I was able to speak with a CSR and was transferred to the (now closed dept. ) and heard the same message. When I woke the next morning and called back. It was at this time I was informed about the ETF. When I asked Why I wasn’t informed about the better price point the CSR simply stated had I switched to that price that the plan would NOT include discounted phones even when eligible. I understand that this is a business, all I asking for is for my options and let me decide from there. A little clarity, all of my options being transparent so that I might make a better more informed decision shouldn’t be to much to ask for. After being misled I called back to complain and inform the next CSR ( 3rd call in 7 hrs ) the CSR stated plainly there was “No Possibilty To Avoid The ETF” it was on this 3rd and final statement that I made the decision to switch to AT&T and get the iPhone. My plan with AT&T with corporate discount is family 700 minutes, mobile to Mobil is free, any carrier so long as it is mobile. Calling land lines will use the 700 minutes but mobile to mobile on any carrier is free. 2gb data per line and unlimited texting is $120 a month after taxes is $126.37 a month. The phones were $199 ea for. 1 black, 1 white iPhone 4S.

      • Roshan

        value plan is a rip off plan, $200 per line up to $1000 for 5 family line, hell with the value, tmo needs to stop acting stupid

    • Billy

      I would say about half of the T-Mobile reps are excellent.  The others are less than worthless in their positions.  Of course all the ones in the second category think they are in the first.

      And from the postings on this forum, I would say that a good chunk of the latter category spend their time on these forums bitching about customers… misguidedly thinking they are actually helping their company (quite the opposite, of course).

  • HectoRome

    I HAD Been With T-Mobile Since Day One.

    I left recently for AT&T and the iPhone as I had been treated unfairly regarding my rate plan.  I too for many many years had felt that I was a part of a ‘Family’ and had Never experienced bad customer service. Until the week before Christmas when I was misled by the customer service rep regarding my rate plan.  Shortly after hanging up I checked this site and got the heads up on the new rate plans ( Thank you David!) I noticed the rate plan I switched to just moments before over the phone was Considerably Less ($40 to be exact).  When I had called back to complain I was informed of my $200 per line cancellation which is not only unfair as I had just changed plans minutes before.  It was absolutely maddening on how I was mis-informed and was now being penalized for it.

    Thanks for the years of providing great service during my SideKick days T-Mobile and wishing you all the best in the future . . .

  • Darkblue Dean

    This is simple, all T-Mobile has to do is offer the iPhone.

    Personally, until the iPhone has a 4.5″ screen, I am staying with Android.

  • Vladimir G

    If T-Mobile wants to get out of this, the management needs to start with stepping up and firing network engineers that lie about the performance of their network in major metropolitan areas like Atlanta.

    T-mobile support repeatedly recorded dropped calls and unsent text support requests from me, nobody  did anything and T-mobile refused to admit that this problem ever existed in Atlanta. Yet, me and about a dozen of my neighbors and friends keep having the problem. The department on the phone tries to fix problems that do not exist and engineers tell them that there is no network problem… Well, why would me and my friends keep calling for over a year locked in a 2-year contract? Somebody is lying here – is it the customer in this case?

  • Kajkandler

    Just three points:
    * Get Android/Windows updates ASAP, if T-Mobile users have it two weeks earlier, then the comparable models that will go a long way.
    * Get back the contract free tariffs, that was what did distinguish T-Mobile from the rest and de-cluttered the rate scheme. I can’t see the point why I would pay for my own phone and still be bound by a two year contract. It is not only the money but also the flexibility. May be monthly is too fine a granularity, but quarterly should be good. And may be one could collect loyalty points good towards a new phone after several years.
    * Yes give your loyal customers at least the same deals as your new one’s. It is not only said, but a slap in the face if you have to pay to renew your plan and pay for a new phone. It does entice you to switch to a new carrier for the new phone discount. Why else would you stay? May be there would be even deeper discounts for customer on full priced plans that have accumulated 27mo or 30 mo or even more.

    May I add a forth one. Offer simple phones for the elderly that are still attractive. T-Mobile does offer youth phones under their own brands successfully. I’d bet that stylish phones with larger displays and keys as well as simple easy to understand software and may be other age related helps (hearing aid compatible, life alarm system, etc.) would go a long way. Elderly customers are very loyal to their contracts, especially if they reap the benefits of value contracts and are treated well. May be even special support lines where people understand the difficulties that aging brings to phone users and people that are not up to date on the latest technology and don’t care. Get your marquee lady a grandpa and sell him a phone. If you can actually sell the young generation that this is the right phone for their parents you have a greatly under-served customer base.

  • http://profiles.google.com/truckeemike mike s

    And today yet ANOTHER damn after hours sale for new activations/add a lines only. wtf Humm?

    • BizzMan

      You people just don’t get it … In order to have competitive rates customers will have to give up something. Sprint is losing $500 per iPhone. They can do this only if they make some profit. In order to achieve higher profit margins they have to charge more for their services. T-Mobile offers a good variety of handsets and the handset offering is expanding, if slowly. T-Mobile also offers the Value Familty plans where one can add-a-line for as little as $15/month for 500 anytime minutes, free T-Mobile-to-T-Mobile anytime, free nights and free weekends to landlines and cell phones.AND 2GB of no overage data. For unlimited talk add $20/month to the $15 figure. Yes, yes the price for the first two lines for Unlimited Talk/Text/2GB Data is $50/mo, but any way you look at it the Value Plans are a good deal. If you are going get get a good deal on service then you’re going to have to pay for the handset. T-Mobile cannot eat the cost of the iPhone and provide competitive rates. All of this hype about the iPhone makes Apple rich — Apple makes 70% of ALL of the profits made on handsets. For you knuckleheads who need a business tutor, that means Samsung, Nokia, HTC, Sony and ALL of the remainder of the handset makers are sharing in the remaining 30% profits. Apple is the clear winner inthe cell phone era. The carriers are all concentrating on providing additional, faster and better data delivery at substancial investments while Apple reaps all of the benefits. Stupid carriers .. all of them. 

      • http://www.youtube.com/watch?v=o52clsoKW8g&feature=autoplay&list=FLZJOpAmqDDXEwUzcjIBz9IA&lf=plpp_video&playnext=1 Don’t Really Care

        Contracted plans cost more per month than off-contract plans.  That’s how the phone subsidy is paid for.  Whether on-contract or off-contract, the consumer is paying for that phone.  In some, not all, cases, signing a contract and getting a ‘discount’ actually means paying MORE for the phone over the course of 24 months than what the discount was worth.  ($200 off the cost of the phone… plan costs $10 or $15 more a month x 24 months…)

        To believe any carrier is ‘eating’ the cost of the subsidy is naive.

  • Anonymous

    Last month my wife and I went to inquire about moving to the Value Family Plan. We have been with T-Mobile from spring of 2004 and have had the same plan the whole time, with the exception of adding data when we picked up the MyTouch 3G. Since that time we have only upgraded one time (Voluntarily) when the Samsung Vibrant was released. We got ours on July 21st 2010 and basically had the same problems everyone else had until the following January. 

    I called after my Vibrant stopped working for the 5th time. I spoke to a CSR that was nice and kind of cool in a way. She put me on hold for a about 10 minutes after listening to my issues with the phone and reading through the notes form past service problems with both of the phones on our plan. She agreed that a replacement phone would not fix the issues we had with the Vibrant. She suggested that she could talk to a manager about fixing our problem. After putting me on hold she came back saying that because of our tenure she said that they would replace our phones with he SGS4G. I thought that the old school t-mobile customer service was still alive and well and I was satisfied. 

    Last month, I went to a T-mobile store and spoke to a guy about the new value plan. I was going to keep the phone and pay the $50 per phone I was estimating it would be to switch to the Value plan. Unfortunately (I’m sure you see where this is going…) I was told it was $200 per line. The replacement phone was not a replacement phone but a loyalty upgrade. Shocked, I sort of laughed it off saying to my wife, “that explains why it was so easy”. We had just used our upgrades 6 months before, so in my mind it was just T-mobile helping a long time customer with a horrible piece hardware. I was never told I was being upgraded, I think that would be some kind of no-no  in the contract business world. 

    I am about to jump ship to Sprint as soon as the new LTE phones come available. I get a 20% discount from Sprint because of a employer relationship and that would make it cheaper than staying with t-mobile on my old school plan. 

    • Tbyrne

      Did you ask the CSR if the two sgs4g’s we’re going to be replacement phones instead of a loyalty upgrade? Apparently not. Like they say in the business world, read the fine print or in your case, ask the right questions.

      • Anonymous

        what the hack is a loyalty upgrade? I’ve been with them since 2003 and never heard of such a thing….Then again 2003 was the only time I got a phone on contract! lol

    • forced to switch

      We had warranty exchanges done that weren’t done as upgrades, and in the end they “lost” three phones we returned to the warehouse and charged us $1800, for three missing phones and one phone that they shipped to us but had UPS intercept before it got here. It was like all of a sudden they shipped a replacement and decided that previous phones that were in the system as received were now gone. Any time we sent a phone back, we called later to confirm that it was received and were told yes. Then 40+ calls in over two months later and multiple “we’re looking into it, it was just an error” responses the charges were not reversed and our two lines were suspended, during the middle of a snow and ice storm. I finally spoke with one very helpful rep who located two of the phones and halved the charges, but she did not have the authority to clear the rest and turn the phones back on. Sick of it all and in need of working phones, I just switched to Sprint anyway yesterday to get my work discount. I was instructed to write a letter to Customer Relations because the call center reps say they have no more power to do more to help. I was halfway through my contract after not being on one for a good 3 years and also having been a customer since 2000. 

      I had 11 years of amazing customer service, and one year of rude, argumentative, often clueless non-support. I am tired of always reaching someone who can not understand what I say, and I am also tired of being hung up on. Oh, and being yelled at for believing what other reps had previously told me. That one is fun. 

       I also discovered that the first phone we had issues with was done as a warranty replacement until they changed the phone, at which point we received the “loyalty upgrade” and it extended the contract, which would have ended this June. After that first one any other exchange was done as a warranty replacement, though it resulted in this mess. All warranty replaced phones were refurbished, and pretty much had the same or worse known issues as the one they were replacing. 

      This focus on churn is too little, too late.  

  • Anonymous

    So 2012 is the year to fix churn? Is part of that strategy to have zero announcements at CES 2012 while other carriers are announcing all sorts of upcoming exciting phones and devices? Way to kick off the Year to End Churn Humm. Great job – hope you get a big bonus for it….

  • Kevin

    Not that I am interested, but if T-mobile gets the iphone in 2012, it will help substantially.  If they do not get the iphone in 2012, its going to get worse.  

    I love being with T-mobile, but the phone line up has to get a little more interesting.  Att and Verzion have some very interesting big screen phones coming out.  

    Also, I can go into the Sprint, Verizon, and ATT store and actually USE the phones, all the T-mobile stores in my region have replaced all the live phones in their stores with mostly Faux Phones, just cries cheap small company, not a way to get newer customers.  

  • Anonymous

    Get the Galaxy Nexus.  Get the iPhone (however you have to do it). Give existing customers discounts.  

    Does tmo still offer 1 yr contracts? I was all about those back in the day. I upgrade my phone every year. 2 yr contracts are useless to me, so I’ve been paying for phones unsubsidized.  Ouch.

  • Anonymous

    Bring back the 1 year contract (maybe offer it to existing “loyalty” customers) with a nice discount for handsets….

    I have been with T-mobile since 2003. I have been off-contract with them since about 2006 or so. I also use an iPhone. I would love to switch to a Windows Mobile device, but I can’t justify the price and a 2 year contract.

    An awesome differentiator for TMO would be to somehow work with phone makers to expand the “WiFi Calling” fetaure to non-Android devices. (This woud ROCK if TMO gets the iPhone! It would be a huge boost to the “feature phone” segment.) I would gladly snatch up a Windows Mobile phone with this feature.

    Just my ramblings and thoughts.

  • http://www.youtube.com/watch?v=o52clsoKW8g&feature=autoplay&list=FLZJOpAmqDDXEwUzcjIBz9IA&lf=plpp_video&playnext=1 Don’t Really Care

    After a disappointing CES showing, I know one more customer about to churn…

    I’ve been off contract since 2009 or so and have been extremely adamant about never going back on contract.  I even paid full price for my HD2, then Dell Venue Pro, to stay off contact.

    For the Nokia 900… hell, even the Nokia 800… or possibly even the Titan 2… I would totally have signed a contract.  Please believe me when I say:  That’s saying quite a bit.

    Tmobile has a lot of good things going for it, but its getting to the point where their handset selection is ridiculous.  It doesn’t matter what your OS of choice is… Tmobile does not offer the flagships.  There was a period where I accepted this fact about Tmobile and was ok with it… but after seeing all the glorious new tech shown at CES and seeing NONE OF IT coming to Tmobile… meh… Tmo, I am disappoint.

    • Tbyrne

      Carly punching David in the stomach was a disappointing CES showing? All kidding aside, we just got over the acquisition attempt and the year just started. Give it some time dude. Perhaps a handset will come out soon that will tickle your funny bone.

  • Tbyrne

    You must be deranged. If you ate at a restaurant and after finishing the meal they presented you with a bill that you felt was substantially higher than you felt it should be but begrudgingly paid the bill anyway and kept going back than you are a fool! In your own words, which everyone in here can read, you said that T-Mobiles a “deceitful heartless greed-driven abomination.” If that’s how you define this company, you are deranged if you continue to patronize them. Fault finding gets pathetic after awhile. Most emotionally healthy people just vote with their feet.

    • TheWayOfThings

      Did I say I was still a customer? By the way.. that nausea you feel.. it’s probably your conscience. And yes, I stand by my words, when T-mobile has done right, I applaud them, but their wrongs far out-weigh their rights at this point… and also yes T-Mobile management  is an unethical deceitful den of thieves forcing good employees to act unscrupulously. I’d wager that most reps would agree with me on that. As for you, I’m done with you, cheerleader, go rah rah rah all you wish and keep on cashing those checks. I’m sure most people with two eyes and a lick of sense can see your Pro-magenta chest-thumping as the pitiful joke that it is.

      • Tbyrne

        No. Actually what people now KNOW is the phoney that you are. Coming in here with your propaganda and hateful disdain toward a company you’re not even a part of is not only disgusting but disgraceful. To nitpick about problems that ALL cellular companies have to deal with shows you obviously have an obsession with trying to demonize T-Mobile. Very disturbing if you ask me.

  • Anonymous

    If anyone is due for upgrade,Target has the HTC Sen. for free! For new customers and upgrades! Not sure how long it will be!  But if you due for upgrade,go to Target! That where I got my SG2 for $99.00
    in Dec! Why can’t Tm do this for their customers??? Spread the word! 

  • Nomailthanks

    If T-Mo is going to get the iPhone they have to get it for a better price than Sprint or it’s going to hurt.  Also, if they do get it there is no way you’d be able to get it on a $49 value plan.  Apple would get part of that monthly contract price, too.  Probably around $10 a month.  It’s a tough decision.  Rise prices on just iPhones customers and tick them off or raise prices across the board and tick everyone off.

    Much of the churn problem is because T-Mo gives contracts to people
    that other carriers don’t want to have on contract.  Customers with poor
    (or no) credit ratings leave at a much higher rate.  But it can still
    be a profitable segment.  You just have to accept that it’s going to
    come at the price of churn and more bad debt.  But if you start giving these customers highly subsidized iPhones that are already losing the company money it could get out of hand.

  • HectoRome

    As A Parting Gift T-Mobile is charging me $593.02 for being misled and Not having all of the facts clearly stated.

    Ouch!  I am really having a difficult time in holding back my anger as I Never wanted this and certainly didn’t ask for this type of treatment.

    T-Mobile Personnel any words of advice before I walk into a ‘Brick & Mortar’ location and aggressively discuss this unusually large final bill?

  • falling_out_of_love

    I’m really getting tired of T-Mo screwing us existing customers.  A few things that stick out:

    1. a few weeks ago there was a sale of the SGS2 for $80 on the web.  The catch? It’s only for NEW customers.  WTF??

    2. I got a nice little flyer from them about this president’s day sale.  The catch? The first catch is a mail in rebate (card said “may be required” but every phone required one.  The second catch is they required me to get me off my legacy android internet plan so they can detect me tethering (presumably). 

    This is NOT the T-Mo that I fell in love with.  Sad to say it, but it may be time to break up.  :/

  • Chris

    As the most recent commenter said, the subsidy is much greater for new customers than for existing customers who are out of contract ($350 vs. $100 by my estimate), yet the cost of the contract is otherwise identical. What this represents is a $250 per line disincentive to stay with T-Mobile rather than taking a two-year vacation with AT&T. Though most customers may not run the numbers, I would think we are all dimly aware of being majorly taken advantage of. It is amazing that this reason for churn was not mentioned by the statement.

    • Chris

       I though of a potential solution – if T-Mobile at least allowed existing customers to carry over their unused subsidies, even the current small ones, it would go a long way to limiting the growing sense of opportunity loss as the years go by off contract.

  • prettysmartfella

    Working with T-mobile retail is a little like playing chess and not being able to see your opponents pieces.

    Rule #1: if you want to make a deal on rate plans, devices, or whatever, DO NOT GO INTO A RETAIL LOCATION! I have been with t-mobile since 1997 (Think Voice Stream) and you’d think that it would account for something, but according to the woman at the retail counter… “go ahead and shop the competition, it will cost you $1000.00 ($200 x 5 lines) in early termination fees to make any move.” Boy did I ever feel like a jackass, begging for spare change.