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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  • Anonymous

    I posted this idea not long ago and this article is the perfect place to repeat it. 

    T-Mobile, are you listening? Here’s how to fix the problem and its just 3 simple steps. #1. People want new phones when they’re released. So simply sell them while the item is HOT.  When a new phone is released that is definitely going to be a good one, people want them and they want them now. Make your deal with the manufacturer and start selling them immediately.
    #2. Forget the bloatware. People don’t like it. If you MUST install your bloatware, then make it as an app that can be removed. Also, your bloatware makes it hard to update the phone easily and quickly. Simply release the phone as the manufacturer makes it. Then when updates come out, its a simple matter to update the phone without hassles.
    #3. Go back to the days when your customer service was #1 rated by JD Powers. You earned it before and you can do it again.

    The #1 thing to remember is that people in the US are chomping for new phones, but when its already been released to the rest of the world (and usually with GSM too), why does the US have to continue to wait for months and months? The new wears off and people wait on the next new one.  So Tmobile, there’s your window of opportunity. Get in the game. Get stock phones out to John Q. Public FAST. You’ll sell a ton of them, you’ll gain a gazillion new customers and your prices will keep them.

    How many Galaxy Nexus’s do you think you could have sold? How many new customers would Tmobile have if you’d simply got on board when they came out. That phone works on the Tmo network stock out of the box.

    Do this with the GS3 and you’ll see what I’m talking about.

    • Kahlayoh

      I’m definately waiting for the GS3…worth the wait for me!

  • Googcs

    Here is my gripe with T-mo. Been a customer since voicestream days and been without a contract for 6 years! I call to re-up to a new phone and was offered GSII for $299 on contract and to Change my plan to a higher tier plan. I have the $39.99 value with $3 300txt and tzones. I asked to remain on current plan and was told no. Asked to get the phone for less and was told no. So those who do not believe in getting charity discount I beg to differ. They have made profit on me for last 6yrs and they cannot care to subsidize a phone for a long tenure customer? BS!

    Tmobile should fire all parties involved at TMo who rejected Apple when Tmo was offered the iPhone first. You are the reason for this churn! At least carry the 3GS which won’t have high sub

    • Timothy Desaules

      Go to a store and they will help you out big time.  I just upgraded a customer on a 12 year old plan with no problem this morning.

      • Kahlayoh

        What store do you work at? Cause I would deffinately be your #1 Customer! T-mobile just has to evaluate their employees, and I’m not talking about the local store manager but some kind of district or regional manager! Some of the workers in there just has no kind of experience with customer service. Sure it takes no rocket scientist to say hello, good afternoon how are you, what can I do for you today…but it sure is a start! Some of the customer service I experience while walking in just simply sucks. But occasionally there are some reps out there that do care and want to see the customer happy. 

    • http://pharaohtechblog.blogspot.com/ Conan Kudo (ニール・ゴンパ)

      You have to pay the price somewhere for being on an old plan. They may simply no longer have the capability to instantiate new contracts for your old plan in their systems anymore. It happens with grandfathered plans. I had to give up my old D-AMPS AT&T Wireless plan when I upgraded on Cingular because the system wouldn’t let them do anything with it. If you want to keep that old plan, just buy the phone full price, you’d still be saving a lot of money anyway.

      It’d be hard for T-Mobile to fire those people responsible for not getting the iPhone, since those people worked for Deutsche Telekom and T-Mobile International AG, who are above T-Mobile USA’s power to fire.

  • http://profiles.google.com/lastone1968 LA Stone

    I left T-Mo because they didn’t have any interesting phones.  I had my eye on the Galaxy S II, but once I saw the “version” that T-Mobile had, and was thoroughly underwhelmed when I used it in the store, I I walked out the store immediately.  T-Mo would have given it to me for free just to re-up my contract but I still didn’t want it.  I ended up buying an international phone and going to AT&T.  I will say this though.  I had a better plan with T-Mo and the quality of calls dropped immediately after transferring to AT&T.  I would regret it but with T-Mo I would have to settle for a phone that I didn’t want.  T-Mobile just doesn’t get the good phones, and when they got the Galaxy S II, they ruined it with the modifications.  The version at AT&T is closer to the original and the one everybody fell in love with.  I got a Galaxy Note, but AT&T is also getting that one soon.  T-Mo will get more crappy HTC phones I guess, or midrange MyTouch phones.

    • Anonymous

      so……. if you ended up getting an international phone………………..AT&T…….ummmm…

    • THATSCOOL

      get the GALAXY S2 HD, NOKIA LUMA 900, GALAXY NOTE,
      you don’t have to wait for tmo to bring it to US< u can order from korea and europe

    • Kahlayoh

      what was wrong with T-mo’s version? 

      • Tbyrne

        Nothing!

  • NoneN

    Single__Pot FAMILY DATA!

    • OldPro

      Yees!!!  Shared family data would  be huge!!! 

      • http://pharaohtechblog.blogspot.com/ Conan Kudo (ニール・ゴンパ)

        What would be the point? Shared data is only useful if you have tiered data with overages.

        • None

          Because some people are fine with that, as they exist on edge anyway.

  • Sdsdsd

    One word…..coverage.

  • aaron cooper

    If they offered me a new or reduced price for a phone when I want one ( one a year should be the limit ), I would stay with them…. As of today, I don’t think I will continue with them, and I will pay my ETF just to get out from up under them….

    • YouAreStupid

      so, because you want something earlier than the industry standard you would leave a company? your sense of entitlement amazes and amuses me, sir.

  • Timothy Desaules

    How about getting rid of any dealer who defrauds a customer?  Also, teach reps how to do math.  I currently work for a TPR location for T-Mobile, and we have almost no churn or chargebacks.  There is a dealer in the mall down the street, and they have 9 times the churn and chargebacks that we do because of how they treat their customers.

    • Kahlayoh

      I got to agree with you there! That’s why I don’t deal with authorized dealers in Kiosks!! They’re full of it most of the time and they just trying to make a sell. And I also warn anyone I know that asks about Tmo and not to go to any of the Kiosks no matter how cheap the phones they display for. They never tell you about any fees your’e gonna get hit later after you had just bought the phone. But I think it goes will all carriers when it comes to Kiosks…they should bann those and just stay strictly to actual stores. Maybe that’ll reduce some of the bad experience people have. Maybe not a lot of reduction, but a little is better then none!

      • Keithvstevens

        They have No consitancy in stores… Online is not the same price as in store. Corporate stores are not the same price as Kiosks… And even corporate stores are allowed to set different prices. I bought a GS2 from a corporate store for 279.00 and found it 5 days later at both best buy and target for 149.00. for the sam carrier and same plan.  It leaves a bad taste in the customers mouth.. Not to mention the debacle they call unlimited data…. I realize it was not really unlimited and was Capped…. But was NOBODY tells you is 50k. Nowhere in any small print or advertising or on the website does it say 50k. I realize trying to save network congestion… but most of that is bull crap. They could easily raise that to 500k. So you can still at least use it. And I would love to see a class action lawsuit for ALL the carriers over this Tethering charge. If I pay for 10GB does not matter how I use the damn data laptop or not. Its my 10GB and if I go over I still get overage or capped. Its charging twice for data anyway you look at it and its ridiculous… I could see if it was truly unlimited. Bit its not. Just another way to screw a customer. Oh… and the iPhone. Lol. 

        • Anonymous

          Best Buy, Wirefly, LetsTalk are 3rdparty resellers. They give you a discount off of the comission they get

          It’s why they also add their own Early Termination Fees on top of Tmobile’s, and other carriers

        • Keithvstevens

          No they don’t… Not with best buy. I have had 3 new contracts with them and there is No extra fee if you cancel. I know from experience Best buy does not do that anymore. Cant speak for the others. 

  • THATSCOOL

    if they would  not charge us the $200 rip off migration fees to get the value plan, i will be happy

    • Dominique

      Yes, let customers get full discounts on phones and then move you to a plan that doesn’t give discounts on phones…..just because you’re special.  Every other new Value customer had to pay full price for their phones, so if you already got a discount on the phones then the $200 fee is like giving that discount back to T-mobile.   That seems fair.

      • THATSCOOL

        WHATS wrong in discounts on phone and plan  for long time customers?
         $200 fee per line, for me is 5 line $1000 fee to get the value plan is a BIG RIP OFF!
        charging a $200 per line to get a plan ? cmon

        • William Cron

          I fully agree here. $1000 out of my pocket just to get $10 to $20 off per month AFTER I’ve paid off the EIP isn’t very enticing. Maybe $200 to migrate my entire account, but not per line then have to pay full price for the phone. Value plans might save some people money, but they still have huge flaws. 

        • Dominique

          Well, if you bought Android phones then you probably got more than $200 in subsidies on those phones to begin with.  You get those subsidies because they make it back on the rate plans.  If the move you to the Value plan and you get the subsidized phones then they’d lose out over $1000, in your case.   The Classic plans are already the cheapest in the industry and you want to go to the Value plans with discounted phones?  That’d run T-mobile into bankruptcy….period.  You’re not that special to be a customer that costs more to the company to have as a customer than not be one.

  • 123

    Great. Bring on the promotional sells for us grandfathered customers.

    This also sounds like Tmo US will not be sold off yet. Maybe they will rebuild a little bit (a year maybe?) and then resell the us branch again. 

  • Pig Vomit

    I feel abandoned by T-Mobile.  I bought the Vibrant on the day it came out after having been a T-Mobile customer for many years.  What did I get?  Misleading statements from T-Mobile (and most definitely Samsung) about the GPS debacle, and GPS is a critical component of the phone.  So I’m stuck with this phone.  And I watch as Galaxy S phones around the world get updated to Gingerbread…..but not T-Mobile’s Vibrant.

    So now I want the Galaxy Nexus, even though I swore I would never buy another Samsung….but that’s how important getting updates is to me.  T-Mobile just doesn’t support their phones.  They’re slow to get the current phones, and then they don’t update them until months later, if at all.

    The only critical T-Mobile customization is Wifi Calling.  I don’t need or want anything else.  Stock Android is fine.  All these customizations are rarely used by customers.  I mean does anyone really use Mobi-TV or whatever it’s called?  Whatever T-Mobile is making off something like that couldn’t possibly make up for all the bad will that’s built up from the delayed or non-existent OS updates.

    • Kahlayoh

      Is T-mobile resonsible for developing software updates to their phones?

      • JW

        Along with the company that makes the phone yes. But the networks in America often are slow to want to roll out updates for what ever reason. A phones equivalent in Europe and Asia will always get an update far before it’s American counterpart. The carrier is totally to blame for that.

        • http://pharaohtechblog.blogspot.com/ Conan Kudo (ニール・ゴンパ)

          The customized hardware and software does take additional time. Carrier-branded models in Europe and Asia get it earlier than we do because most carriers don’t order customized models. In Japan, they follow a similar model to the U.S. carriers, and so it takes just as long (if not longer) to get updates out to those phones.

  • Guy22yrs

    I don’t really have issues with my coverage or plan pricing, but I’ll be damned if T-Mobile couldn’t stand to focus more on some high-end devices. I have two Galaxy Vibrants I’d be more than willing to upgrade to Galaxy Notes–should somebody figure out that I have money to spend. I don’t really want to go to another carrier, but I’m running out of options…

    • Dominique

      The Galaxy Note isn’t even in the US and they have the Galaxy S II and HTC Amaze.  Two top  end phones.  Other than Verizon’s Razer and Nexus, I don’t see another carrier with a better selection of high end Android phones.

      • Kahlayoh

        Actually I just played with the galaxy nexus today and I’ve got to say..it felt pretty darn nice!! But I still love my galaxy s2 and soon s3 may be coming soon (hopefully). 

      • Anonymous

        the galaxy note is coming to at&t

        • Dominique

          There’s been no announcement yet. 

      • JW

        Verizon’s high end Android lineup blows Tmobile out of the water! What are you talking about!

        Droid Bionic
        Droid Razr
        HTC Rezound
        Samsung Nexus Prime
        Thunderbolt
        Revolution
        Droid Charge

        Uhmm..I’m tired of typing. So you are totally wrong!

        • Dominique

          You’re bringing up phones from last Spring?  T-mobile has just as many dual core Android phones that Verizon has.  Sensation, G2X, Galaxy S II, Mytouch 4G Slide, and Amaze.

    • JW

      They need to improve their phone and tablet offerings to more high end devices that easily compete with that of other networks. 

      • TylerDerk

        GALAXY S 2 is High end  and HTC Amaze and Blackberry Bold etc,……go to the nearest corporate store and see the phones they are  comparable or better then all other carriers.?   Research it …

  • http://rpad.tv RPadTV

    Sadly, I had to cancel my TMo service today. Data speeds in my neighborhood have been poor since August and I kept getting told that “things should improve within the next month”. Thanks to corporate discounts, I’m paying slightly more on Verizon for much better service.

    • Sholland1155

      did you request a signal booster for your home? i had the same problem and was told the exact same thing. finally had customer service to send me the signal booster – can’t believe the difference! 4G and excellent coverage now!

      • http://rpad.tv RPadTV

        It wasn’t a signal issue. I was always getting full bars. A CSR told me that my neighborhood was covered by less towers than before due to expiring tower leases.

      • TmoCSR

        Cel-Fi signal booster….at the cost of using an upgrade and renewing your account’s contract.

  • Cwxcf00

    t-mobile should work on better deals like say give 15 percent off any plan for 1 or 2 years to customers that left in the past 2 years and comeback in 2011 also give better deals on phones like att has a lot of phones for 0.01 just because they are 1 year old does not mean they are bad. also work on the commercials a little bit like putting more confidence on them like i love the whole sexy carli thing but still makes tmobile look a little weak and cheap. make her look more professional or geeker or glamorous i dnt know. more upscale commercials would attract more people since all most people want is look like they have money and feel rich with what they have, just by knowing its the best in class and value. 

  • Kahlayoh

    As a customer in San Diego, Ca. I’m an average kinda satisfied customer!! 4G is pretty solid…might not be as good as some other places, but it’s fast enough!! My family share plan is pretty cheap compared to other carriers..so that’s another plus!! Not what would’ve made me and maybe a whole lot of other people completely satisfied is letting your customers know that the due date of your monthly service will be changing to an earlier date! It sucks when you try to budget your monthly bills and now having to pay your cell phone bill 8 days earlier then usual with no notifications just threw me off a bit. I wasn’t mad…but it would’ve been nice to have some kind of notification. If I can’t pay my bill on time…I atleast have the courtesy of calling t-mobile and letting them know of the situation and what to expect. Now even though it’s my fault for letting my service getting suspended, it’s kind of a shock to see that I have to not only pay a suspension fee per line I have on my contract but also have to pay a reconnection fee as well! Suspension fee ran me $20 per line!!! For the year 2011 alone, I had my service temporarily suspended for a week or so about 6 times due to financial reasons and I was ok with that but again, I had the courtesy of letting T-mobile know and what to expect. And 5 out of those 6 temporary suspensions I never paid a suspension fee per line and reconnection fee until the last one. $60 extra popped up on my bill and the reconnection fee popped up as well. When I called tmo to find out what the extra charges were the hard to speak english rep was trying her best to explain what the extra fees were. I had told her that I never paid a suspension fee and reconnection fee those previous 5 times. I was kind of happy that I didn’t have to but was wondering why all of a sudden those fees decided to pop up after all the other times it had happen. But I thank you T-mobile to taking a step for 2012 and to making existing/future customers along with myself to have a better experience, better/cheaper services and better phones!! I’m happy to stay with T-mobile no matter how rough things get and bad experiences i have with T-mobile!!!

    • Guitarslinger55

      see, this is a prime example of why my/our job is sofa king difficult sometimes.  Tmobile changes policies ALL THE TIME and never tell customers about it until the change affects the customer negatively.  hell, 99% of the time they dont even tell us REPS that policies change.

      im constantly pulling up a community doc and noticing that things changed without any sort of notification.  having to tell customers on a daily basis “i know you didnt have that last month but we changed the policy and now this is the way it works”. 

  • Anonymous

    phones!  the need more high end phones…not just the iphone!  Example the samsung galaxy note…they need to bring this phone in their line up!  ASAP!

  • GinaDee

    Overnight shipping and Saturday shipping options for upgrades:  I can’t believe our only option as business customers is 2-3 day shipping!!!!!

    Online portal for business customers:   It’s 2012 and we still have to email our T-Mobile reps for everything.  I can’t add my own lines or modify my own features without emailing my rep or calling customer care.  

    Warranty exchanges:  These need to be done in-store when possible.  If done over the phone there is no need to charge your customers a warranty exchange fee and a $20 shipping fee for 3 day shipping. 

    Business in-store upgrades and bill to account purchases:  Can’t do these in retail stores like you can with Verizon.  

    Accessory orders over the phone:  Can’t bill accessories to our business accounts when calling telesales.  

    • James

      most everything you said could easily been solved if you go to a store… you can add lines to your account in store

      Warrenty exchanges if your a buisness you should have insurance anyway and its next day shipping

      • GinaDee

        Can’t bill to our corporate accounts at retail stores.  

        We don’t need insurance to do a warranty exchange if the device is within the 12 month warranty window.  

        As it is T-Mobile stores don’t seem really equipped to handle business accounts.  They need to step it up if they want to increase their business market share. 

  • Calziel

    Coverage QUALITY!!! I recently put my GS2 up against the new RAZR. Wow, was I embarrassed! My phone is fast but that RAZR destroyed it. We had the same amount of bars as well. I doubt it was the phone because while on wifi, my phone is as fast as a desktop. If the coverage quality is improved, then T-Mobile would be the best carrier out there!

    • Tbyrne

      I had a different experience. I live in Sacramento CA and went to a Verizon store in my neighborhood. I told a pretty Verizon salesgirl that I wanted to look at the new razr. She said it was the fastest phone in their lineup. After playing around with the phone I was impressed with how thin and nice it was. She asked me if I was with Verizon? I told her no and pulled out my GS2. She said “That’s a nice phone!” I had her turn off her wifi and I turned off mine as well. We went to youtubes home page and cued up a ladygaga video, pushed play and……………….. The GS2 kept up with the razr and didn’t skip a beat. I will say this though. The picture quality of the video on the razr looked better than the GS2 which both surprised and saddened me. All in all I was impressed with the razr but it WASN’T faster than my GS2 in my opinion.

    • TylerDerk

      I did same test not the same result as you GS2 great phone so is the Razor but not worth going CDMA and paying much more,

  • JW

    I think that the call centers returning to America is just what we need! Love that idea!

    • William Cron

      Well, it would first and foremost create American jobs and be a nice slap in the face to AT&T who said the takeover would create them. (In a backhanded way it would.) It would also go a long way in showing us customers that they really do care, enough to make the support process a little easier.

  • James

    i do the same thing customers used to come in all day look at the HD7… and see that big screen then be like i want it… get it 3 days later be back in trying to return it… making us look like we sold a bad phone

  • Anonymous

    Get the iPhone. Focus, promote and get strong windows phone 7 devices, Help in the upgrading process on android devices. Re-word the word Unlimited, (we hate to have our intelligence insulted). Go back to those aggressive anti AT&T commercials. You can do it T-Mobile, your only hope are those who are loyal to you, with us we we can steer our friends and family away from the other guys towards you.

  • HannaBB

    Definitely need better phones and/or bigger variety! I know that a lot of people are not Blackberry fans any more BUT there are plenty of us who are…. and we would LOVE to see Tmo get the BB Torch 9860!!!

    Even though i’m not a fan of iPhones, i am certain Tmo would have less people leave because of the phones!!

    • Dominique

      THEY HAVE THE BLACKBERRY TORCH!!!!!!!

      • TmoCSR

        not anymore we dont.  we End Of Lifed it on January 3rd.

        • HannaBB

          So now, that the 9810 is out, will Tmo finally get the 9860?? :-)

      • HannaBB

        If you read my post again, I wasn’t talking about the 9810, i was talking about the NEW torch, the 9860!!!!

  • http://pulse.yahoo.com/_LIFYA2Y2XGDALYRWIYOVUV2JSM Awmknee

    Two things that kept me a long-time customer with T-Mobile were low rates and handset financing.  I have 4 phones on my account,  two of which are for my kids who only use them to school and back.  Next time their contract is up and they want a $200+ upgrade of their phone- since I can’t finance the cost for the phones with T-Mobile any longer, I may as well move them to Cricket where I’ll still have to pay around the same up-front price, but I can get an even lower monthly rate.  My wife and I both want new phones now as well, but she feels slighted by this move by T-Moble and she’s moving to a company phone through Verizon and taking our daughter with her.  I’m debating whether or not my son and I will join her…

    • TylerDerk

      Go to the most expensive company to save money?

    • Wheresbrent

      Right, because Verizon offers handset financing, and tmobile slighting your daughter was not just a business decision, you my friend are the problem with the wireless world, your sense of entitlement is sickening and reveals how short sighted most customers are

  • Gwapo

    JUST GET THE IPHONE!!!!

  • Ref6170

    To be honest, all the phones t mobile has is like wrapping paper . They look nice but inside they want (at least as an option) the iPhone. It’s that simple. U should check all the customers that left , see what phone they ended up getting.

    • Dominique

      I ask this to customers and never get an answer.  What about the Iphone do you like better than a top end Android phone.  I can bring up many things that are better on the Android phones but only one thing better on the Iphone, ease of use for low tech knowledge people.

      • GinaDee

        Doesn’t matter.  If the customer wants an iPhone then they want an iPhone period. 

        See customers what they want not what you like better.  

      • Anonymous

        ah what?

        how about a phone that just works? Easy to use, smooth, doesn’t stutter every other minute!

        how about a phone that gets updated regularly and for a long time. Unlike what Tmobile and Samsung did with the Vibrant and that shitty 2.2 update that’s full of bugs and will never get fixed?

      • Dpro

        Really now? I like the Iphone a lot better than top end Android, why you ask? Because it just functions properly without me having to root it. It is extremely smooth and fluid no freezes. Oh and I can organize my apps into folders in different categories. Just put them in different folders and instant clean screen.

        Oh and the app widgets can be moved too. If you really want to go customized themes? Jailbreak  it, yup same thing as root just different name. Then you can go on Cydia  and get all kinds of themes.
        So ya IOS works and Android is the end all and IOS is not all that different besides just working great out of the box.
        Android is not bad but its not perfect get over it.

        Oh and just because someone wants IOS does not make them an idiot some people would rather just use their phone then tweak it  like some internet forum nerd.

        • InvisibleHand

          I don’t think Dominique meant that iPhone users are all low-tech, just that ios is much more polished and requires less maintenance. Most people, especially ‘low-tech’ people, don’t want to have to hard power cycle their phones every day. I love Android but don’t love the required maintenance. Ios is super smooth and reliable, but I want widgets without having to jailbreak (which makes the phone way less stable). I love WP7, just wish it had widgets. The bottom line is that if someone wants an iphone, the reason doesn’t matter. It doesn’t matter how good a windows phone, or galaxy nexus or Amaze4g is if the customer wants an iphone.  

        • i agree with dom

          Ios is far from flawless out the box they always have issues i think what dominique is saying is the same thing i expierence everyday as a sales rep for tmo people want the iphone but have no better reason other than cause their neighbor or someone has it but i do agree that from a sales standpoint tmo needs to get the iphone asap since during the wait on the att merger sprint snuck in and got it tmo does not need to be the odd man out and not have it and to be honest having the iphone would be nice for the paycheck too lol

      • InvisibleHand

        The thing T-Mobile refuses to acknowledge, is that the best phone on the market is the phone that the customer wants–regardless of the reason. I like Android more than ios for a lot of reasons but the things that make it great are also its downfall: free, open software. Google is not likely to limit the things that manufactures do to android since it brings them no value. I wish Microsoft had brought out WP7 a year earlier. I have never used as smooth of a phone (including the iPhone4). Unfortunately, the late launch of WP7 will make it very difficult to get good market share but the OS is incredible.

  • http://www.facebook.com/bryan.thornsberry Bryan Thornsberry

    For me, as a T-Mobile employee, it’s bad when TMO only spiffs us like 40 bucks for renewals and puts a full emphasis on new lines (primary lines 1 and 2 at that.)  Hey TMO, make your upgrade and renewal prices on handsets BETTER than for new customers, and pay reps/dealers/stores accordingly.  A customer who has been here for two years is obviously less of a risk than a brand new customer.  Reward loyalty!  Plain and simple.  The most common thing I hear is, “I’ve been with you guys for like 7 years, and everybody else gets a better deal than me.”

    • Dominique

      You’re griping about how little you get for renewals?  I do renewals each day and aren’t paid for them nor am I rewarded for how many I do.  I and other reps would rather not renew a customer, because it causes the call times to go up by having them go through the electronic acceptance tool.

      • JBLmobileG1

        Well maybe you and the other reps who are like you should be fired for thinking that. You should care about EVERY customer whether new or not. Just because you don’t get paid to renew a customer you’d rather not do the upgrade? Funny… if it wasn’t for me and my 8 years of loyalty you wouldn’t have a check nor a job at all scumbag.

        • Dominique

          If you pushed renewals each day then you’re call times would go up.  YOU would be fired for lack of performance.  It’s not about the customers but about hitting the numbers, that’s the change in culture in customer care.  Would I like to help each and every customer?   Absolutely, but it’d cost me my job.  I’m already told to not go above and beyond on a call because it’ll cost me my job for the increase in CRT…..that’s directly from the bosses. 

          At some point you have to choose one or the other:  Keep your job(hit the numbers and get them off the phone as fast as you can, no matter what and sell them something they don’t need) or be the customer service rep that T-mobile wanted us to be a couple of years ago but you get fired…..simple answer.

        • JBLmobileG1

          If that is what they expect of you even after the merger then Tmobile has already failed. Things need to change and go back before to the pre At&t thinking. If not then Tmobile will no longer get my support. The reasons I have kept and praised Tmobile for so long is not only for the price and I get quality service that works, but because they have always seemed to be the non-American “American” company that seemed to respect and care not only for their customers BUT for their employees. They seemed to treat everyone fair and equal and the rewards for the customer was quality service and customer care while the company was recognized by the Tmobile faithful and JD Power and Associates. So if you are getting scolded for helping each and every customer equally I am sorry. To get into trouble for helping a customer to fix normal things like an upgrade is wrong. If they think that way then their growth will go no where but down and THEY will lose it ALL.

        • Dominique

          Yes, it’s still the same and the extra money they’ve made through the sales has actually pushed them to think this is working perfectly.  Just this month they raised the sales requirements by 20%, when it was almost impossible to do it before without some luck or shady salesmanship.  T-mobile had said last summer that there is no plan B and if the deal fell through then they were still leaving.  T-mobile still is able to just break up the company and sell it to the smaller companies.  They haven’t said they’re staying yet and their words to us seem like they are still trying to shop T-mobile out to the highest bidder. 

          The loss of the AT&T acquisition means they still need to make as much money as possible before they get out, which is the most likely scenario.  You notice in one of the earlier Tmo news articles with internal documents that the “challenger strategy” is proven to work, which means making calls as short as possible and pushing the reps to make tons of sales

        • JBLmobileG1

          From the information that I have read on this site I was under the impression that DT is actually going to give Tmobile USA a chance. Try to actually make it work for them by paving the way for the future with upgrades to the network and bringing back the old Tmobiles customer care. If they went back to the way it was but actually listened to customers on what needed fixing… I think they would make more money and have a better chance to compete. They already started to bring in better phones right before the whole At&t deal… just continue the trend… continually upgrade the network and coverage and bring back the old customer service that we know and Love and what helped make Tmobile… and you have an amazing company.

        • Dpro

          Ya well it was attitudes like yours the finally pushed me away from T Mobile. I had been a customer since they came to California . In the last year though several things happened that caused me to leave.
          One was the customer service attitude that you have, that started becoming prevalent. Instead of calling customer service and getting treated right I was told they could not do anything for me.
          Seriously you need to be fired. Seriously T Mobile needs to go back to how they were before the whole purchase ( it was not a merger) deal was proposed and announced. If they do not they will keep losing customers in droves.
          I had no problems with reception, I had no problems with the pricing. I did have problems with how bad customer service has become and you are a prime example. I also have problems with how the whole billing got predatory. Shortened payment times. Payment texts that threatened reconnection fees . I always paid my bill and was a customer for over 9 years. That is not how you treat a loyal customer.
          So ya I left.

        • Dominique

          You act as if the reps, like me, are acting this way because we don’t like you.  We are coached to perform the job in a certain manner.  All the reps I know would like it to go back to the way things were.  T-mobile changed and to keep our job, we had to change too. 

          You say I “seriously need to be fired” but were only doing what were told and do what we have to do to hit the outrageous numbers to meet every month.  Want to have someone fired for the change then ask for the CEO to be fired, because the changed happened when he was transitioning in. 

          I’m just telling you how it is, not how the reps want to be with customers.  8 hours of calls is 8 hours of calls and I’d rather it be a more pleasant 8 hours like it used to be before we were told we had to end our calls sooner and had to meet sales numbers to keep our jobs(ie sell things people don’t need).

        • Babydoll25

          Then maybe both YOU AND YOUR BOSSES should be fired. I bought every single one of your stupid add ons, now when there is nothing left to sell me I get treated like crap AND pushed off the phone. FYI: I’m the type of customer that does their own troubleshooting and ONLY CALLS WHEN ABSOLUTELY NECESSARY. Not only that but I go out of my way to treat reps with respect and I get NONE in return.

        • TheWayOfThings

          If your attitude on the phone is anything like you’re displaying here, I find it difficult to believe that you treat anyone with respect. Did you not understand that the reps do not want to treat customers poorly but they are driven to do so by the expectations laid by management? What do you expect these people to do, go against their bosses and lose their jobs so that you can be happy?

          If I were a rep and providing for my family was on the line, I know what my choice in the matter would be… and I’m sorry, but to be honest, I have a dog that I care more about than I do you, and if meeting the expectations of my employer means pissing you off, oh well…

           Do you know just how much these reps really want to go back to the days when doing what was right was paramount concern on every single call, but at this time if they do so, they will soon find themselves unemployed. Right now, reps are between a rock and a hard place, and many are trying their best to do the right thing in an environment where management has thrown its moral compass right out the window.

          Luckily, I’m not a rep and I don’t have to put myself in such a sh!tty ethical predicament, but I have friends that are and I understand how completely precarious things are there for the reps.

          I hope that one day you find yourself in an employment situation where you have to put your ethics aside in order to survive.. see how much you like it.

          And just to extend you the same courtesy, I hope that wherever you’re employed right, you get fired as well.

          Have a nice day.

        • Tbyrne

          Yeah, you’re really being respectful. Wishing someone gets fired. Especially in this economy. Pathetic!

        • Nearmsp

          What you have written here shows that the problem is with the top and middle management leadership team at T-mobile. They are going for the short term performance and in the long term the company would be hollowed out and set course for a long term high churn rate. In these days of electronic forums, Facebook etc, most consumers and customers are well informed, and bad news travels fast. If T-mobile really needs to reduce churn rate, they need to devise policies that will encourage loyal customers to renew and thus devise incentives for you guys to convince existing customers to stay on. I think the middle management is devising all these flawed operations policies (prioritizing new accounts over new contract extensions). Clearly, the top management is incompetent to find out what the root cause of the churn problem. Incompetence at the top is disastrous for any company. DT’s a hands off approach does not help.

    • Anonymous

      You’re an idiot.

    • http://pulse.yahoo.com/_I2KDS3PVA4OGL52QGBPREHRH6Q monksqueak

      absolutely as a fellow t-mobile employee i couldn’t agree with you more, that’ts one of the main reasons why loyal customers leave because they don’t get the same deals as new customer so they take business else where, and to make matters worse there is more incentive for sales associates to activate new customer than renew existing customer and the energy is being exerted in the wrong direction. 

      • JBLmobileG1

        I don’t actually work at Tmobile but as a current customer I agree with the above. You need to give the deal to existing customers as well… maybe even make them feel a little special after a while with special offers sorta like the loyalty plans… or let them get their hands on the latest and greatest phones by pre ordering and getting phones a few days early before others. I along with other current customers… don’t treat us as if we took the bate now move on before they notice the next customer is getting even a bigger and better deal. None of the “don’t worry…. we have them in their contact… their not going anywhere” type of thinking. Once the contract is over we can take our business anywhere.. and if we were treated bad during that time… the voice is one POWERFUL weapon and believe me I am not afraid to use it.

        • http://twitter.com/OtakuJedi Topher

          But you can’t always do that. Loyalty offers are good but people seem to think every time a new phone comes out or goes on sale that they should be offered the same exact deal over and over again.

          At the end of the day its a business and a business can’t operate by always giving things away

        • Anonymous

          No I think what JBL means,when your contract is up give us the same deal as new customer would get. I had to go to Target to get SG2 for $99.00,when they had them on sale. The big 3 had a 1cent phone sale on during Nov. I think that sale was for 2weeks not sure of the time,or what phones they had for 1 cent. But not Tm! The 1cent sale was for new and upgrades.

        • JBLmobileG1

          That’s exactly what I meant. Give existing customers the same deal as new customers once we are out of contract and able to upgrade. I am not saying to let us upgrade whenever a new phone comes out… although with how often phones do come out… 1 year upgrades would be nice with a slightly better discount than what is offered now. Maybe they could offer free shipping or wave the upgrade fees with the customers who’ve been with them for 5+ years just to show their appreciation for their loyalty…. of course.. only once their contract is up and ready for renewal.

        • Anonymous

          The Amazon 1 cent sale was only for new customers/new line  and not for extensions. 
          But the prices for existing customers were varying based on carrier and phone model. 

  • Trenda

    Bring back the one year contract. I should not have to sign a two year contract if I already own my phone. I’d love to move from Prepaid to a Value plan. The two year contract is the roadblock for me.

  • Yesitis

    Accessory discounts for biz customers would be nice too.  

  • Anonymous

    It’s not only the iPhone they need to get.  They need to land high-end Windows Phones too.  With AT&T launching a BIG 4G LTE push on Windows Phone, T-Mo can’t compete with just the Radar and low-end Lumia 710.  They’ll need the Lumia 800, Lumia 900, HTC Titan, and a host of other handsets as well to compete on the high end and keep customers.  I certainly will be tempted to leave, all other things being equal, if I cannot get a high-end Windows Phone when my contract is up.

    • Heisenberg

      Well at the time when the HD7 launched it was hands down the most high-end Windows phone in the US and it didn’t sell.

      • Anonymous

        The HD7 was far from “high end.” It was a warmed-over HD2 and wasn’t stocked at most T-Mobile retail locations (if you wanted one, they had to order it).

        If T-Mobile wants to let customers leave over poor phone selection, that’s cool — just stop complaining about churn if that’s the case and let us go.

  • Anonymous

    Doesn’t work if you have Windows Phone.  I’m not switching operating systems to get the same ability to make calls indoors that AT&T and Verizon customers have by default.

    • Dominique

      You mean THE AT&T that is always rated the worst in coverage and dropped calls?

      • Anonymous

        There are a lot of places where my T-Mobile service never drops calls.

        Like the basement of our building — no T-Mo service (while AT&T and Verizon have five bars).

        And the elevator — where T-Mo has no service, and AT&T/Verizon have five bars.

        And the hallway of my apartment building — where T-Mobile barely gets a signal while Verizon and AT&T have full bars.

        You can see where I’m going with this. T-Mo needs better in-building coverage. Bragging you “don’t drop calls as often” is cold comfort when your phone cannot make a call at all due to poor signal penetration.

  • Anonymous

    HD2 isn’t Windows Phone, it’s Windows Mobile.

    Saying you hate WP after a WM experience is like saying your Apple II is a piece of junk so you’re never getting an iPhone.

  • Anonymous

    They need actual real phones on display at their stores, no plastic ones that don’t do anything.

    • JadedNYer

      Ha. This is also one of my pet peeves. I usually get bashed when I post this and am told Tmobile only does that in high crime areas or that having working display phones costs money and people break them. And that the store has working phones behind the counter and I should just ask. Last time I asked to see a BlackBerry the only working model they had was a return. There are Verizon, AT&T, and Sprint stores within feet of one another and they all manage to have working phones. I did go into a ” new look” store and they did have functioning display models but only the SGII and the Amaze.

    • TmobileEmployee

      As a TMobile Employee in a high crime area, its really gotten to a point where even dummy phones get stolen. We cannot afford for live phones to get replaced so often.

  • Anonymous

    Well, at least they are admitting they have major shortcomings in their network especially with indoor coverge.  Reducing churn is great and all, but how about some real profitability??  yeah they can bring in 200 million a year or so but they aren’t bringing in the serious bacon that VZW and AT&T are.  Reducing churn may help reduce lost profit, but it doesn’t help them grow the way they should in the long run.  I just don’t think the money they save from churning will be enough to get them out of the hole.  I’m aware their churn is terrible (seriously), but they need a new strategy aside from putting band aids on old wounds that have started to scar already.  What are they going to do after they get back in proper running order and learn to live with their scars?

  • http://pulse.yahoo.com/_HTL3TKBNEICYZKCU7SZQN6IRWQ v

    lot of m$ salespeople/employees  here – the “need” windows phones. Like hell they don’t. Nobody cares about m$.

    • Anonymous

      I need MS or iPhone to replace the shitty Android Vibrant that can’t run 5 apps without stuttering and making me press my finger 3 times to dial a number

      • Wheresbrent

        You have one screen, why would you run 5 apps at once?

        • InvisibleHand

          You only have one computer screen and likely run multiple applications at once. Why would you ask such a stupid question?

        • Anonymous

          not at once, I was referreing to the 5or so apps i use day to day I can’t do without

    • Anonymous

      If they want to keep me, they need a high end Windows Phone or two. Many of us value a simple, fast phone with great integration and battery life.

      Having to choose between a crash-prone battery draining Android handset that’s out of juice by noon or a BlackBerry or a couple of low end WPs doesn’t do it for me. With the new high end devices from HTC and Nokia announces at CES today going to AT&T, it will become increasingly difficult for those of us on WP to stick with T. I am not switching from the best platform, even with a discount. Certainly not to a platform as unusable as Android.

  • Nearmsp

    One major worry for me is to see that T-mobile now locks all phones in the plan on a new 2 year contract when one phone gets upgraded. It is a way of lifelong contracts because if your phones are not in sync then the contract will get perpetually renewed. Another worry for me is reading experiences on the T-mobile web site about how users were conned in to renewing contracts without their knowledge by T-mobile CSRs. That is a dangerous way to go down. Once the fair name of a business is gone, it will takes 5 or more years to correct the bleeding. Sprint tried it and it lost customers for years. I do hope that T-mobile executives stop unethical business practices and distinguish themselves. And yes, I do want an iPhone. I like my SGS2 on my value plan, but I will happily pay the same amount for  new iPhone that can run on 3G on T-mobile’ network. Finally, both my work and home in MN, I do not have 4G! T-mobile really needs to expand their 4G!!

    • http://pulse.yahoo.com/_I2KDS3PVA4OGL52QGBPREHRH6Q monksqueak

      T-mobile actually does not “Lock” all phone in the plan on a 2 year contract upgrade, only the line that takes the upgrade gets the contract, however if you change your rate plan with an upgrade that is when all the lines have the contract.

      • Popim79624

        They locked me in i have four lines on a family plan, but i don`t like is they all don`t come up for upgrade at the same time. I am going to stick with them I have bout 8 month left on my contract. I will  buy my phone from ebay or somewhere else that way  I will be month to month and can leave when ever.

        • Wheresbrent

          Well yeah, you get a full discount upgrade every 22 month’s, so the reason you don’t have an upgrade at the same time is because YOU upgraded them at separate times, how is that inconvenient or for that matter tmobiles fault? Phone service isn’t something that is free, it’s expensive as hell to put up cell phone towers and sell discounted phones, that is whY there are contracts, lay off the sense of entitlement and be happy for what you have Tmobile is less expensive than the other national carriers which means you pay less.

    • Wheresbrent

      This is neither accurate or true, you may want to go back to the drawing board for facts that are factual my friend

      • Nearmsp

        I was out of contract for 4 family plans on a legacy loyalty family plan. I upgraded 2 phones at discounted price. I was told that the old plan does not exist so you need to migrate to a new plan and that means, ALL 4 phones will have a $200 cancellation fee if you break the contract before 2 years. How do I know that, I listened to the recorded voice and pressed 1 to accept the new contract. In future, I will be buying full priced phones to avoid having all phones go on a new contract. 

        • Wheresbrent

          The other two phones that have not been upgraded remain upgrade eligible, its the new rate plan that contracted the whole account, so again even if those lines are under contract, you can still have your upgrade

        • Nearmsp

          In reply to your posts:
          The plans are cheaper but my total outgo is the same. On 2 of the phones I added Hotspot for $15 for each of the SGS2. I got text for the same price as before. I never use text so I have put the text blockage again. My data plan was $25 unlimited now I get the same price on the value plan but I now have to pay $15 for tethering which was free earlier. So price wise not much difference, though a 4G phone in a 4G network may give me be better speeds. My house and work are not in a 4G area though. 
          I am not worried about the upgrade on the remaining phones. Since I am on value plan I will buy it for full price and since the phones are not smart phones they do no cost an arm and a leg. It is just that both these  phones are now on 2 more years of contract.

        • Wheresbrent

          According to tmobiles terms and conditions of service prior to them charging for tethering it was not supported, so again, you are getting more service for the same or less than what you used to pay, the rate plan caused the contract which was obviously revealed to you, so what are you complaining abour?

        • Wheresbrent

          Under almost every circumstance, the new rate plans are cheaper than the old loyalty plan, if you were completely unbiased you would most likely be revealing your new rate plan is also less expensive than your old. It you want to be seen as unbiased and not just a complainer, please provide complete and factual information

  • Vme Tommy

    AND STOP OUTSOURCING CUSTOMER SERVICE CALLS TO INDIA!

    • Nearmsp

      I am told only pre-paid customer calls go to India, not classic and value plan customers. My calls have never gone to India. Are you on a pre-paid plan?

      • William Cron

        All of my lines are on a Classic plan and all I ever get anymore are the Indian call centers. Doesn’t matter what time of day I call.

        (Looks like my comment down below about call center support struck a nerve!)

      • Vme Tommy

        Nope, I am on a classic plan, been for 4 years… the last 6 times I’ve called, probably 5 have been Indian people who do not speak the greatest English, do not fully understand the reason I am calling and are very curt.  I always recommended TMobile and the first thing I told people as a reason why was their EXCEPTIONAL customer service, I never used to wait on hold and always got friendly, knowledgeable people — NOT ANYMORE… it’s going down hill!!!

      • TmoCSR

        actually youre not speaking to someone in India.  mostly the Philippines, some in Mexico.

  • Vme Tommy

    … and I know that this really isn’t a t-mobile thing, but if Motorola puts out a new/better version of the Defy (not including the Defy+ which is essentially the same exact phone with a barely faster processor) — I love my Defy – having a rugged phone that doesn’t really look/feel rugged is great – after a year and a half my phone still works, no scratches, broken glass, etc… and i’ve dropped it, gotten it wet… love it!

    I also wish makers would stop removing T9 keyboards… I can’t imagine having it on phones takes up much memory, few hundred k? Believe it or not, there are people who prefer T9 to QWERTY… especially on phones like the DEFY that are a nice size between the uber huge screen phones and the tiny ones, I can type much faster with T9 than qwerty.

    • Wheresbrent

      Dude T9 if you really want it, is on the Android market which takes less time to download than writing or for that matter reading your non sense post

  • Anonymous

    Offer the iPhone.  That will surely help.

  • http://twitter.com/gallifrey Craig Campbell

    How about re-introducing unlimited (ie unthrottled) data?  You’ll not only get new customers, you’ll keep existing customers, who get grandfathered in and will never want to lose the unlimited data.  You’ll probably find that only a very small percentage of users will really take advantage of the unthrottled data but – like me – want to have it “just in case” :-)

  • http://twitter.com/gallifrey Craig Campbell

    If worried about capacity, then make it a limited-time special offer – or even limit it to existing customers, and make it so that existing customers would be able to switch their current plans to it.  The monthly charge for the unlimited data should be something reasonable – maybe somewhere between the 5GB and 10GB rates they charge now?

  • Gwapo

    AGAIN!!! JUST GET THE IPHONE!!!!!

    • Guest123

      You do realise, it’s not T-Mobile’s decision not to get the iPhone, but Apple’s, correct? The iPhone currently does not support 1700MHz, which means the iPhone only works on the Edge network – not 3G or 4G. Until Apple provides 1700MHz support, T-Mobile selling the iPhone would be a bigger mistake than not selling it at all.

      • Anonymous

        Apple made a CDMA iphone for verizon. If a carrier has the cash to play, then Apple will make it. They are all about money. which do you think is harder? Making a CDMA compatible phone or adding one extra band to a phone? Not getting the iphone is on Tmobile, not Apple. 

      • guest369

        TMO can fix the Iphone issue by moving (refarming the spectrum) the 3G (HSPA+) to 1900 and  reserve the 1700 MHz for LTE.

        • Giraffe

          Uhm, so Tmo changes every single phone with every manufacturer they work with for one phone?

  • http://twitter.com/efjay01 Ef Jay

    Is the iphone THAT important? Doesn’t seem to ha e helped Sprint much. Guess I’m the only one who has never been impressed with it….

    • Anonymous

      Sprint has not posted their iPhone sales numbers, so we do not know if it is selling, but I have read that over the life of the contract Sprint will make 50% more off an iphone owner over other smartphone owners. Sprint’s CEO has said the iphone was 50% more network efficient than android phones. 

    • Nearmsp

      I do think it is important. I like my SGS2 but the more I use it the more I realize how much better the Apps and the iOs is in comparison to the Android OS and market. My need to get an iPhone increased after I moved from my BB Bold to SGS2. SGS2 is a great hardware but no where as good as an Apple product. I currently use an iPad2 and MacBook Air.

  • TheWayOfThings

    Yes, Bring the jobs back to this continent AND shift the priority from sales to service. I don’t care how many times management drones around here repeat to the contrary, it is a fact that you CAN NOT give proper customer service when the ultimate prime directive is to sell something on EVERY SINGLE CALL. When you set up the expectations of sales quotas that must be met or you’ll be fired, then ethics start taking a slide in a fit of desperation.

    I have a friend who works at a call center, and this is a true story, he had a customer call in to cancel a line on her account because it was her husband’s line and he had recently passed away. My friend did as he was asked, expressed his sympathy and let her get on way. His supervisor had been remotely listening to him during the call and after it was over, pulled him off the phone and reamed him for not attempting to make a sale.

    My friend tried to explain that he couldn’t think of a good reason to sell something to this woman who had just lost her husband. His supervisor, and I’m not making this up, told him he should have offered her web with the pitch that now that she’s single she can use the internet to find a date… Can you imagine?!!! My friend said he was just stunned because his supervisor was absolutely serious.

    This is the sort of crap that causes unethical sales behavior.  Constant harassment from management to sell, threats of being fired, and watching long-time coworker escorted out with their belongings in a box serves to put once ethical people in a position where survival takes priority over doing what’s right. When you see coworkers being fired for doing what’s right too much, what can you do but ignore your conscience and follow orders.

    What’s really a kick in the nuts to the reps, is that when T-Mobile recently lost the J.D. Power award, management blamed them for the loss.. not the change in policy and shift in priorities.. no it was all the reps’ fault. Disgusting!

    So yes, the jobs need to come back here, but also the scope of support for customer care needs to be brought back to the basics: Account maintenance, billing issues, upgrade orders, and very basic troubleshooting. Raise the amount of time reps are allowed to get things done, encourage the reps to audit accounts to find recommendations for giving the customer the plans and features that best fit their usage and above all else, get rid of required aggressive sales expectations.

  • TheWayOfThings

    I posted this further down the comment thread in reply to someone else’s comment, but I felt the need to repeat it up here.. This is what I feel would be a significant help in reducing churn and raising over-all customer satisfaction.

    Bring the jobs back to this continent AND shift the priority from
    sales to service. I don’t care how many times management drones around
    here repeat to the contrary, it is a fact that you CAN NOT give proper
    customer service when the ultimate prime directive is to sell something
    on EVERY SINGLE CALL. When you set up the expectations of sales quotas
    that must be met or you’ll be fired, then ethics start taking a slide in
    a fit of desperation.

    I have a friend who works at a call
    center, and this is a true story, he had a customer call in to cancel a
    line on her account because it was her husband’s line and he had
    recently passed away. My friend did as he was asked, expressed his
    sympathy and let her get on way. His supervisor had been remotely
    listening to him during the call and after it was over, pulled him off
    the phone and reamed him for not attempting to make a sale.

    My
    friend tried to explain that he couldn’t think of a good reason to sell
    something to this woman who had just lost her husband. His supervisor,
    and I’m not making this up, told him he should have offered her web with
    the pitch that now that she’s single she can use the internet to find a
    date… Can you imagine?!!! My friend said he was just stunned because
    his supervisor was absolutely serious.

    This is the sort of crap
    that causes unethical sales behavior.  Constant harassment from
    management to sell, threats of being fired, and watching long-time
    coworker escorted out with their belongings in a box serves to put once
    ethical people in a position where survival takes priority over doing
    what’s right. When you see coworkers being fired for doing what’s right
    too much, what can you do but ignore your conscience and follow orders.

    What’s
    really a kick in the nuts to the reps, is that when T-Mobile recently
    lost the J.D. Power award, management blamed them for the loss.. not the
    change in policy and shift in priorities.. no it was all the reps’
    fault. Disgusting!

    The jobs need to come back here, but
    also the scope of support for customer care needs to be brought back to
    the basics: Account maintenance, billing issues, upgrade orders, and
    very basic troubleshooting. Raise the amount of time reps are allowed to
    get things done, encourage the reps to audit accounts to find
    recommendations for giving the customer the plans and features that best
    fit their usage and above all else, get rid of required aggressive
    sales expectations.

    • Wheresbrent

      Just an FYI, that coach was not following tmobile policy, if a customer had intention to cancel a line (regardless of the reason) the CSR is not supposed to make a sales offer, (unless thereis unbilled usage that would impact the customers billing). So fortunately in that case the CSR did the right thing.

      The other thing that customers forget is that T-Mobile used to be non contract, and service related. If you are saying they need to go back to that model, that is what got them to where they are today. At this point T-Mobile is in preservation and growth mode BECAUSE that old way of thinking was unsuccessful. Why would they continue to do something that was obviously unsuccessful for them?

      • Dominique

        Non-contract?  I’ve been with t-mobile since right after they took over Voicestream and they were never non-contract. 

        Also, that coach was doing what is the norm.  I seen a rep asked why they didn’t do a sale on someone requesting a line to be cancelled.  The explanation is that they are only cancelling one line and there is still a line they could have made a sale on.  There is a very rough guide on T-mobile policy and the managers and coaches are all telling the reps to do what you have to do in order to hit the numbers, because it’s their job too if the numbers don’t get hit.

        • Pgibes

          even more plus 2010 – early 2011

        • Dominique

          I know of the non-contract EM+ plans(which started in October 2009) but those made up a very small percentage of customers.  The churn rate was not affected by those plans and they were the same price as the Classic plans are today, so it’s not a revenue killer. 

        • Wheresbrent

          And you know this how?

        • Giraffe

          If you weren’t aware that this bloggers is involved in customer service for T-Mobile and has access to statistics that she probably can’t share, you’re not paying attention.

        • Wheresbrent

          If a customer requests to cancel, the rep tranfers to retention, thats the policy, anything else that is done is not within policy, the same goes for calls transferred to tech care, and up till this last winter non promo rate plans and even more plus plan changes DID NOT require contract extensions, which is obviously the problem they are trying to fix with the release of this letter. So yes, tmobile did previously have an emphasis on non contract

        • Dominique

          We and the other pods in the center are told to make a sales offer before transferring the financial care, CLT(if only one line is removed off of a family), and Tech support.  If it’s not policy then why do the VOB scores take a hit if you don’t offer before transferring, because they do.

          There is no set policy in Community about when you can and cannot offer.  The training that we went through was thrown out the window.   My coach told me to forget everything we learned in training because its been changed.  We now ASSUME THE SALE, which before we were told not to do and were told that even if we don’t have a resolution on the call then we still have to offer.  Both of those were the core of the training that was done nationwide and now it’s in the trash. 

        • Wheresbrent

          You need to have your coach check on policy updates, this was established in the last month

      • Dominique

        Also, T-mobile didn’t start losing customers until they changed the culture at T-mobile from service to sales.  The scoring for customer satisfaction wasn’t even big part of a reps score, it was sales and call times.

      • Really

        Partially agree with no contract but not service vs sales

        “The other thing that customers forget is that T-Mobile used to be non
        contract, and service related. If you are saying they need to go back to
        that model, that is what got them to where they are today”

        wtf  that is when all the best reps got fired, customers got pissed, and when we lost the mantle piece of jdp and customers.

        Reps do not have enough time to do everything and yet they keeping on piling on stuff beyond adding features like forcing cs to add lines in some of the calls centers etc.
        Change they metric.

        stop removals from hurting reps.That really hurts the customer.

        Make internet opt in w/ verification
        same with third party charges w/ verification

        (give full refunds on tpc why are they prorated)
        tired of hearing (I never did that or bobby wouldn’t do that)

        Love to have ivr automated system say ” it looks like you have third party charges do you want their phone number to stop and get a refund”.

        Get rid of that slow as molasses quickview buggy piece of c*** put features in to samson.
        (customer please hold on while waiting for paint to dry)
        never mind the talk time.

        Make one plan and make it darn good!!!!!!!
         
        Grandfather everything else

        Stop with bait and switch commercials for value plans.
        That makes people want to quit when they can’t get it, pain to try to explain migration fees hsupgrades  etc.

        When you know you have a junk phone
        pull it and send it back to the manufacturer.

        and yes most cs and dealers know the junk phones.

        Phones and networks should be high on the list

        Everything got worse and needs to change since the Atandt venture.

      • TheWayOfThings

        Regardless of whether the supervisor was following policy or not, my point was that my friend’s experience is a prime example of a thoroughly disgusting mentality that rules over T-Mobile at this time. An unethical, apathetic, vicious, goal-oriented, sales-obsessed attitude from management that supersedes common decency.

        I understand that in order to succeed, a business must sell its wares, and it is understandable that T-Mobile wants to increase profits, HOWEVER, the strategy being used right now is a short-term cash-grab, that appears to be nothing more than inflating profit to make T-Mobile look more desirable to potential buyers, with the added bonus of more cash in DT’s pockets.

        Right now, DT is trying to squeeze as much as they can out of TMUSA with the hopes of getting the hell out of the US market. Placing sales as the number one priority to the point where resolving customers’ issues is an afterthought, is not a sustainable long-term strategy, as is shown by the extremely high level of churn being addressed by this very article.

        As far as being service-oriented not being a successful strategy, I think you’re quite wrong about that. I think it was the high quality of customer care that made T-mobile as successful as it has been. Seriously, until the last couple of years, it was the customer service and cheap plans that kept T-mobile in the game, because it sure as hell wasn’t T-Mobiles coverage or phone selection. Another friend of mine who works, in Customer Loyalty, told me the main reason people used to leave T-mobile was lack of network coverage, sub-par data network and piss-poor phone selection, now it’s because they feel they’ve been treated like dogsh!t, and quite often they have.

        Over the last year or two, the amount of time allotted to finish a call has been steadily shortened, while at the same time more responsibilities have been added, with threats and harassment if a rep makes too many transfers. In doing so, T-mobile has created the perfect environment to reduce their domestic workforce through terminations and basically driving people to quit, at the same time outsourcing those jobs to other countries. Again, this only serves as a strategy geared toward short-term cash-grabbing, because while such measures may save the company money, ultimately, customers are being short-changed and will be more likely to jump ship at the earliest opportunity.

        There is room for both profitability and high-caliber ethical service at T-Mobile. Simply reward adding features but at the same time stop penalizing the reps for doing the right thing. Allow them to be able to recommend a rate-plan that best fits the customer’s needs, regardless of whether or not it lowers their monthly service charges. Doing that will earn a customer’s appreciation and long-term business.
         

    • justmytwocents

      This is the reason I left T-Mo.  I was hired in to tmobile about 6 years ago with the mentality that customer service came before everything else.  Do whatever you had to do to resolve the issue, in one call, in it’s entirety.  That all changed about two years ago to, do whatever you have to do to make a sale, even if it’s just adding callertunes to a line, do it, but make sure the customer service fits in somewhere.  They told us to lie to customers, for example, “for being a great customer we’re going to give you a free month of internet”, and not tell them they had to remove the feature a month later or pay the full charge once it kicked in a month later.  Or when customers would call back later to remove the internet (because they only took it because it was free) to once again ‘twist’ information and tell them they would have “pay per use” fees if they removed the internet, rather than properly educate the customer about their device and internet usage, or features to block web usage.  Coaches and Team Managers used scare tactics CONSTANTLY about consequences of not adding a feature on every single call.  They took away “stread” (time for reps to review daily policy updates), to huddle everyone together and remind them about adding features, and to share best practices of how to get customers to add a feature, or suffer the consequences.  It added incredible stress and pressure to me and my peers.  Customer attitudes and tones changed about this time as well.  You would start to hear more irate customer, more customers using language, more customers screaming at the top of their lungs into the phone.  More customer confusion etc.  I think it was a result of the mentality change from the top down.

      • Anonymous

        huh? I have called several times the last two years due to SMS spam and other issues and I don’t recall to ever have been sold on anything.

        • justmytwocents

          i’m not the only one confirming this – feel free to review all other comments from other tmo employees

  • Pgibes

    how about t-mobile starts having classic plan sales as well not only shitty value plan only

    • Tmobile_Fan777

      Goodbye! See ya…

  • LewCarue

    Just get the galaxy Nexus and put it on a plan for 199.00, I’ll be a fan for life !

  • Lalaland228

    So does that mean that T-mobile is going to sell iphones?

    • juicebox

      We don’t know. That depends on whether Apple and T-Mobile USA enter into an agreement to do so.

  • CO_yeti

    2012 is the year they fix churn… and 2011, and 2010 and 2009 and 2008… Bottom line isT-Mobile will always have an issue with churn. It goes along with being the “value” leader out of the big 4.  It would be a better idea if Tmo accepted that and built a buisness model that made money and grew the company knowing they will have higher churn than Verizon or At&t.

  • Anonymous

    To all those that are saying get the iphone or Galaxy Nexus know this:
    T-Mobile’s core philosophy has always been to be a value based company.
    Part of this philosophy means less of an emphasis is placed on having
    the highest end devices and more on providing an affordable alternative
    to the Verizon’s and At&t’s. This goes both ways as well. Phone
    manufactures also view T-Mobile’s main customer base as being less tech
    savvy and less interested in the highest end phones and more interested
    in getting similar feature phones at a lower cost.

    When I was a manager for them we would talk to reps from Blackberry,
    HTC, Samsung etc and would always ask why isn’t T-Mobile
    getting…(insert latest super-phone out at the time with a
    competitor)…and the answer we would always get is that they didn’t
    feel T-Mobile customers would be interested in the latest super-phone
    and would be unwilling to pay a premium price for them as opposed to say
    a Verizon customer. 

    Unless this core philosophy changes (which is unlikely considering their
    current financial situation) T-Mobile will continue to be content with
    offering phones like the HTC Sensation or the Galaxy series at the same
    time as a competitor but would prefer not to take the financial
    investment needed to secure first rights on the latest super-phone being
    offered exclusively with a subsidy.

    • Tbyrne

      To state that the Sensation & GS2 was the same offered by competitors is ludicrous. The Sensation was a T-Mobile exclusive and even though Sprints GS2 had a 4.5 inch screen, many consumer reviews show T-Mobiles version was better executed. Instead of coming in here all gungho to trash T-Mobile, why not give kudos to what they’ve accomplished thus far. 4 Billion banked and spectrum to divest. Less mumbo jumbo & pessimism and a more positive stance would be appreciated.

      • Anonymous

        I’m not here to be pessimist, I am only stating facts that were relayed
        from the highest points of T-Mobile (From former CEO Robert Dotson to
        COO Jim Alling to current CEO Phillip Hume) to those down the line about
        what T-Mobile’s core philosophy has always been. I am not saying that
        the T-Mobile version of the Galaxy II is inferior, I was merely using it
        as an example where T-Mobile secured a phone at the same time as other
        carriers but wouldn’t have been willing to pay for any type of
        exclusivity. The Sensation is certainly a great device, but came out
        when other carriers received similar devices (Dual core phone, 4.3″
        screen, stock Android etc..) and certainly wouldn’t be considered a
        “must have” phone at this point by the majority of tech enthusiast. In
        fact Verizon received and upgraded version of the Sensation in the HTC
        Rezound that they have marketed heavily and has sold considerably more
        than the Sensation to date.

        Another example of this is the HTC Evo in 2010. HTC offered this device
        to T-Mobile first to help kick of their HSPA+ 4G push but the company
        refused to pay the price for exclusivity. It then went to Sprint and
        became the flagship Android device for a time.

         

        The intent of my post was to illustrate times when T-Mobile
        received a similar featured phone as a competitor but is not willing to
        pay the price to secure exclusivity like At&t was with the iphone
        (until the 4th iteration and even then it was Apple’s decision to not
        offer exclusivity) or Verizon was with the Galaxy Nexus. T-Mobile does
        not view this in line with their core philosophy.

        Like i stated earlier, this is not just T-Mobile’s view, but phone manufacturers as well.I even had an
        executive at HTC tell me that if your looking to be an early adopter of the
        latest tech than you most likely don’t have T-Mobile in the first place.

        • TheWayOfThings

          I think you would’ve been right a couple of years ago, when T-Mobile invested very little in their data network and even less in high-end phones… But saying they’ve never been the vanguard provider of a new phone technology is simply not true. At one point in time the Sidekick was a unique and cutting edge line, granted it started losing its luster after a while, but the fact remains that it was quite a big deal back in its hay-day.

          Even if you disregard the Sidekick line, you simply can not discount the impact T-Mobile made on the mobile-phone landscape for being the company that started one of the biggest phenomenons in cell-phone history and it’s name was the G1. T-Mobile, teaming with Google, introduced android to the world and in doing so changed the mobile industry forever. Granted, I can not deny that they dropped the ball by allowing Verizon to come in and dominate the android “market” (no pun intended), but still the fact remains that when it was released, there was no other phone like the G1, it was the first of its kind and it was on T-Mobile.

        • Anonymous

          In regards to the G1, T-Mobile did not have to pay a premium to get this phone. In the recent Steve Jobs in his memoir it stated that Steve Jobs would have punished At&t if they offered any android products off the bat and threatoned Verizon if they launched the first Android device that they would never see a CDMA iphone. Sprint took a wait and see approach when it came to Android.

          Look, I am not saying at all that T-Mobile doesn’t or hasn’t had great phones because they have. My original statement was aimed at those on this article saying T-Mobile should do what Sprint did and make a huge investment to get the iphone or bid on a hot exclusive device like the Galaxy Nexus. All I am saying is that this would go against T-Mobile’s core philosophy and that was true a few years ago and that has not changed one bit today.

  • Alex C

    1) iPhone. Can’t have the other big 3 offering the iPhone and not T-Mobile. Maybe Apple didn’t bother since they just assumed T-Mobile would be absorbed by AT&T, though that didn’t work out. Maybe Apple just tells Qualcomm to start shipping those radios with AWS 3G bands on them, too. But I doubt it.
    1.5) Get some better Windows Phone models. AT&T gets the big brother Nokia Lumia and T-Mobile of course gets the one that looks like a kids’ toy. Well done.

    2) LTE strategy? HSPA+ is nice, but the reduced latency and higher possible speeds of LTE and LTE Advanced are the future. Just as it took T-Mobile years after AT&T to roll out 3G, we’re seeing the same problem now with even Sprint rolling out LTE within 6 months and T-Mobile not even having any detailed plans yet. I love T-Mobile, but my contract is up in July. If there’s no news on LTE and no iPhone or good Windows Phone 7.5 (WP 8 by then probably) I’m gone. By that time most of Verizon’s entire network will be covered by LTE and the kinks will surely be worked out. Come on, T-Mo. I stuck with you guys through the 3G fiasco, don’t do this to me again.

    • Wheresbrent

      So you’d leave because of the name of a network? Golly gee hspa doesn’t sound near as cool as LTE, who gives a rats ass that hspa is competitive with and in some cases faster than LTE, I.would pay 30 more per month just because its called LTE

      • Alex C

        Not the name, the higher speeds and lower latency. I couldn’t care less what it’s called.

      • Dominique

        They have to do LTE but not necessarily for the data speeds.  It’s because LTE is much cheaper to run, which means that if it costs T-mobile more to operate then they’re going to lose the price war later.

      • Matthew Jett

        True, HSPA+ is faster than LTE in SOME cases, however LTE Advanced is significantly faster than HSPA+. And you can’t just skip the LTE stone my friend, you’ll end up in the water ..

  • http://twitter.com/SocalFrank1 Frank Alvarez

    Yes the iPhone is that important. I need 2 lines, 1 for business and 1 for personal. I would have both with T-Mobile if they carried the iPhone, but they don’t so they only get 1/2 my business.