Newest JD Power Report Shows T-Mobile Dropping To Fourth Place For Customer Service

This is one report I’m truly disappointed to write as I feel the mighty have fallen. T-Mobile, once an all-star in the customer service field with enough JD Power awards to fill an entire trophy room, has fallen to fourth place in the most recent JD Power Wireless Customer Care report announced this morning. Don’t get me wrong, I had early signs this was happening as I reported back on January 27th that T-Mobile was in line for a fourth place showing, but it’s disappointing to see it really happen. Between churn reduction and repairing their once mighty customer care program, T-Mobile certainly has their work cut out for 2012. Let’s be clear about one thing though, this fourth place showing is a result of policy changes and not staff. I know plenty of customer service folks and I can say with absolute certainty, they have grave concerns over how they are able to do their job…especially from over a year ago.

Thankfully, T-Mobile acknowledges these changes as they say “..the company introduced many new offers combined with changes to policies and procedures, which made it more difficult for frontline employees to deliver the highest level of service to customers.” Acknowledging the problem is a great first step Magenta, but what’s next? Take the handcuffs off of your employees and let them do what they have done so well for so long. Let great customer service be great customer service.

The two largest complaints I hear are the time in which issues are resolved and the ability to get a hold of customer care in a timely fashion. Therein lies the first steps to take to resolving and revitalizing your customer service. Time is money, for both the company and the customer so focusing on resolving the issue in a timely manner while ensuring customers are routed to the right department properly are two key ways to make the customer happy. Of course, T-Mobile knows this, they have dozens of people on the pay roll to think of these things before I or you, the readers do. Now is the time to execute these strategies as T-Mobile is poised for a comeback post-AT&T. It’s a fresh slate in 2012 and a first place showing in JD Power before years end would show just how serious T-Mobile is about remaining a player in the US wireless market.

T-Mobile has won the JD Power award 11 out of the last 16 times so we know that they know how to execute a great customer care strategy, so let’s see it happen again. Read the full JD Power press release here.

Email sent to T-Mobile employees this morning:

I have some disappointing news to share. The J.D. Power award for Wireless Customer Care was announced today and we finished in last place. We dropped to fourth place, four points behind AT&T. Verizon Wireless continues to hold the top spot.

Delivering outstanding customer service is core to who we are, making this news especially difficult. I know that each of you have a sense of pride in taking care of our customers and I truly appreciate your daily contributions.

We experienced many challenges in 2011 that impacted our service quality. Doing what’s right for the customer AND the business is a delicate balance. So when we saw customer satisfaction scores decline, we responded. We made changes to the SIVR based on customer and frontline feedback which are being well received. We focused on iOCR and our scores started improving and we made myVOC an integral part of our new balanced metrics program. The good news is that we’ve started trending in the right direction, but there is still much work to do.

The latest JDP survey shows that Concern is an area of opportunity for us. Acknowledging the customer’s issue and taking ownership of it shows that we care. Knowledge is key – being confident in our solutions builds customer trust. And, Resolution is still foundational to our success. I’m sure all of this sounds familiar – Courtesy, Concern, Timely Resolution and Knowledge. We must refocus on these.

You may ask, what about sales? Sales remains an integral part of our Resolve, Sell, Grow strategy and this isn’t going away. However, we must strive to balance Service and Sales. We will continue to ensure you have the right tools and resources to be successful.

So, how can you make a difference? Focus on your myVOC scores. When our customers are happy, this is reflected in JDP. I know this team has the passion and commitment to regain our service leadership. Let’s do this by “Winning Back Our Customer’s Trust One Call at a Time!”

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  • BiGMERF

    things are just getting worse and worse for Tmo…

    • zacamandapio

      Yep. 
      I believe hard times are coming.  Hopefully better prices follow and the build-out of HSPA+.

      • Exhausted

        Im considering quiting for all the exhaustion they give to their employees, they r never happy, sales sales.sales is all they care about, on top of helping with the issue, now we have.to offer a sale, in this economy people are not budging n they don’t want anything else so.the employee gets yelled at.. I remember when I loved working there but now I’m exhausted bc they r never happy , every night Ur thinking what is it gonna b tomorrow..I’m not surprised that were last, I’ve been there more than 5 years n now it sucks ..

      • Exhausted

        Im considering quiting for all the exhaustion they give to their employees, they r never happy, sales sales.sales is all they care about, on top of helping with the issue, now we have.to offer a sale, in this economy people are not budging n they don’t want anything else so.the employee gets yelled at.. I remember when I loved working there but now I’m exhausted bc they r never happy , every night Ur thinking what is it gonna b tomorrow..I’m not surprised that were last, I’ve been there more than 5 years n now it sucks ..

    • zacamandapio

      Yep. 
      I believe hard times are coming.  Hopefully better prices follow and the build-out of HSPA+.

  • Brad Falkner

    Good for JD Powers for bringing to the fore T-Mobile’s terribly waning customer service. As a TMo customer for roughly 10 years, I went through a bout where I had issue after issue with my phones and thus had to call TMo customer care. I’m now on the “Blacklist” for customers and each and every time I call I get told that TMo is experiencing “extremely long wait times.” I call from my girlfriend’s line and am able to get someone right away. I can show this example to be true any day, any time. It has sad and disgusting. SHAME to TMo’s customer support.

    • Bgale14

      As an employee, I can tell you that is B.S. There is no “blacklist.” Dumb conspiracy theory. Educate yourself.

      • zacamandapio

        As a customer I can tell you that you’re wrong.  Even the employee when he found out that there was such a list he was surprised when we called from the Tmo store.  Please do more research and “you” educate yourself.

        • Cameron W3st

          I can tell you as a former Verizon Wireless employee AND Tmobile employee, there absolutely IS a blacklist. 
          If a number is registered as calling a certain number of times, the computer starts to force that number to wait; this is obviously to help other people with different problems. But I agree that it is NOT the way things should be handled

        • Cameron W3st

          I can tell you as a former Verizon Wireless employee AND Tmobile employee, there absolutely IS a blacklist. 
          If a number is registered as calling a certain number of times, the computer starts to force that number to wait; this is obviously to help other people with different problems. But I agree that it is NOT the way things should be handled

        • Guest

          Technically you are both right. There is no “blacklist”. What you are calling “blacklist is actually called “bronze list”. haha

        • Guest

          Technically you are both right. There is no “blacklist”. What you are calling “blacklist is actually called “bronze list”. haha

      • jb2010

        N”As a former employee there is a “blacklist”. It just isn’t called that. Basically if you call in a lot you will get routed to a different que and it can take a lot longer to get to a represenative than someone who doesn’t get routed. If you ask about it you will get a speach of how different customers get routed to different places.

      • jb2010

        N”As a former employee there is a “blacklist”. It just isn’t called that. Basically if you call in a lot you will get routed to a different que and it can take a lot longer to get to a represenative than someone who doesn’t get routed. If you ask about it you will get a speach of how different customers get routed to different places.

        • zacamandapio

          jb2010,
          I would understand if there is such a list for people that complain and just like giving a hard time to the CSR but in my case, I just called because I used to buy phones like every 2 or 3 weeks.  Yes, that was crazy.  Sell and buy and new one, sell and buy a new one.  I was one of the few creating business to the company and that’s how I was rewarded. 

      • Anonymous

         When I worked there we called it the Bronze Que and it definitely does exist.

    • zacamandapio

      I’m on the same boat as you.  As for “Bgale14” I believe he doesn’t know the reality.  There’s a “blacklist” and even when I explained it to the customer service representative he was in shock.  The reason for me calling so many times was because I buy too many phones and I kept switching my data plan.  But I was creating business, buying phones and stuff.  But whatever.  And yes, there’s a list for frequent callers. 

    • I kinda like the way Sprint did their blacklist. 

      Call in too many times in the past, Sprint would say “I see there are notes on your account that you are an irate caller, Im disconnecting this call” *CLICK*
      The new way they do it you ask?….
      They just send you a notice that you have 30 days to seek another provider and port your telephone number out ETF free, and that Sprint can no longer meet the needs you have as a customer. If you dont port out, your line is deactivated and number recycled and phone becomes locked from activation on the network.

      Thats how to do it.

  • Anonymous

    Oh how they mighty have fallen :(

    • Mighty? LOL

    • Mighty? LOL

      • Anonymous

        Their customer support/service used to be unparalleled in the market and was the main reason a lot of customers didn’t jump ship earlier then they did.

      • Anonymous

        Their customer support/service used to be unparalleled in the market and was the main reason a lot of customers didn’t jump ship earlier then they did.

  • Anonymous

    It’s sad to see that we’ve gone from being #1 to being worse than AT&T.  I’ve been a loyal customer for 7 years and I must say I’ve experienced the worst customer service in the last two years.  I had to jump through hoops to get WiFi calling working on my Sensation because it still used my minutes. I had to argue with the customer service rep.

    • why should they help you with your iPhone 4s????? They dont sell it. Not their problem, its yours

      • And yet they just announced that they were going to treat iPhone users as traditional customers so clearly they care and want it to be their problem. Just another step they are taking to improve customer service.

        • zacamandapio

          I agrree.  Tmobile customer service does a good job.  No complains (when I call from my wife’s phone).  Mine is tagged.

        •  Mine as well. And all because I had legit issues with my old phone. I used to have a MyTouch 3G Slide and had it replaced 10+ times and come to find out it was the SIM card like I told them. Doesn’t matter as now I have hour plus hold times to speak to outsourced support that speak broken English.

        •  Mine as well. And all because I had legit issues with my old phone. I used to have a MyTouch 3G Slide and had it replaced 10+ times and come to find out it was the SIM card like I told them. Doesn’t matter as now I have hour plus hold times to speak to outsourced support that speak broken English.

        • zacamandapio

          I agrree.  Tmobile customer service does a good job.  No complains (when I call from my wife’s phone).  Mine is tagged.

      • ColdFeet

        What? He’s talking about an HTC Sensation.

        But this doesn’t come as a surprise to me, either. It’s been bad the past two or so years. Seemed to be getting a little better, though, the past couple of months.

      • iPhone or not.. T-Mobile wants to be a GSM company, and they by mandate of the GSM standard must support any and all GSM devices that can connect to it. Now, the iPhone clearly wont run at 3G/4G speeds on the network, and fortunately most iPhone users know this. But thats no reason why T-Mobile as a GSM company cant inform customers of how to connect to the said data network, MMS settings, and figure out why EDGE may or may not work. It is pretty standard across the line. Also its important to mention that of the 30 Million or so T-Mobile customers remaining, just over 1 Million of them are iPhone users! Thats quite a few! 

    • Did you ask for the Free Unlimited Wi-Fi Calling Add-On? That usually helps, and unfortunately most reps either DONT KNOW or DO KNOW and have been told not to proactively offer it, as it allows for unlimited free calls and doesnt use your minutes, unlike just simply using the wifi calling app. Its a billing code, so its all about the bottom line for them. You CAN however add it online pretty easily.

  • Anonymous

    Going by the last 16 months of contact with my local T-mobile store I can believe it.

  • Zeonreborn777

    I never thought id see the day… I hope this serves as a hard wake up call.

  • a lot of complaints people have these days have nothing to do with their actual service…i.e….”my phone doesnt turn on anymore”….”my dog chewed on it and now it doesnt work” etc etc….Cellular companies dont make the phones..complain to the manufacturer and for once lets see people take responsibility for their own actions

  • Stevewi

    I cant find Americans on customer service. I am sure the people from India and the Philippines are wonderful people but it does, make communication difficult when it is hard to understand what the person on the other line is saying.

    • I always laugh when I hear this…because I NEVER get anyone other than an American when I call.  Ever.  I called two weeks ago.

  • Scarfacemario

    This is very dissapointing :( I really hope things get better for tmo.

  • Alvin B.

    Sadly, as a t-mobile customer, I could have told you that. Not only the call center support is pathetic now, but they have come up with a billion new fees. And, having to sign a CONTRACT when I’m supposedly paying FULL PRICE for my phone on a Value Plan just pisses me the hell off. I would have switched to a Classic plan instead, had I been able to, but you can’t do that either. Oh, and a new $5 warranty fee, even if you have PHP insurance… A fee just to use your warranty… Not shipping, not anything else, just… because warranty…

    They need to shape up this year or I’m shipping out.
    Thing is, they got rid of a bunch of their good support employees. My call center was closed at the beginning of 2010 along with many others, and that was what led to the overworked call centers they have now that can’t take the time to fix your issues. 

    • Concerned Guest

      Sorry to here that you were one of many in the PA area that worked for TMobile. But you have the wrong understanding as to why the site was closed. This had to do with the company that you were working for. It would help if you had your facts straight.

      • Sounds like you are a brainwashed T-Mobile employee sent to troll and disavow and point fingers at the customers…. Typical T-Mobile! 

        • Concerned Guest

          Not once did I say anything about the customers. I am speaking specifically of the agents Call Center since it wasn’t a TMobile Call Center!

          If you aren’t sure what you are talking about, it may be easier for you to just not reply! :)

  • Rfgenerator

    It’s become quite apparent in the US that good customer service is not required to make large profits.  Just look at ATT and Verizon.  The hierarchy of T-Mobile has decided that basically since no-one does decent customer service, that they no longer have a reason to do it, hence inflexible polices, nickel and dimeing,  closing every loophole that they can find.  What appears to have happened is that DT has finally brought the customer service that they offer to their German customers here.  Ask anyone in Germany what they think of DT and it’s a lot how many people here feel about ATT.  My wife from Germany was amazed when she got over here that the customer service for T-Mobile US was so much better than in Germany.  While ATT and Verizon can get away with it because of stronger networks and the availability of the Iphone, T-Mobile has made a real bad decision to tighten the screws when they don’t have the products to get away with that level of arrogance.

  • Chad

    Surprise, surprise. I guess all the comments of bad CS on Tmonews lately(from now and during the merger most of last year) weren’t so false after all.. despite the reps logging in to Tmonews trying to call the customers liars. Well, the numbers don’t lie and I hope this is a wake up call to move back to the T-MO CS we all know and love.

    • Anonymous

       I can agree with this, I left the company 6 months ago and changed service providers but still keep up with Tmonews because I was an employee for 5 years and still like to know what is going on with the company. Its weird when you work there you really do have a one track mind because you live and breathe T-mobile when i left it was really eye opening, but I was shocked at how hostile some of the T-mobile reps would get on this site. Its like they were taking out there aggression from work on the customers on this site since they couldn’t do it over the phone.

  • Guest

    Stop outsourcing customer Care to the Philippines and  this issue will improve!

  • Guest

    Stop outsourcing customer Care to the Philippines and  this issue will improve!

  • Paul

    the automated system they implemented late last year needs to change as well…it’s almost impossible to speak to a rep anymore without having to go through 5 minutes of speaking to a robot.  I miss the 0 # 0 # days.

  • Gruesomeb

    This really shouldn’t be news. Lack of making customers happy is what caused me to leave them. 

  • Dewey Cox

    I saw this coming. 
    They no longer work with the customer the way they used to. It’s all black and white now…no in between.
    It started with the “merger” news and has continued.
    When you are # 4 you need to try harder.
    If churn is a focus for them, they need to get the service back to where it used to be and stop acting as if they were # 1.
    I am (was) a happy ex employee who kept my service after I left but I have seen a drastic decline in customer service in the last year.
    Employees and managers are not given the ability to satisfy the customer in store without getting on the phone to service and lately service will not oblige.
    Price is no longer a reason to stay. The one thing that we could brag about was our J.D Power rankings….not anymore.

  • jon

    I wonder if Mr Humm has Sue Nokes cell in his list of contacts? If not, it should be…..

  • BigMixxx

    Consider this.  With a potential-then-failed buyout, they were BARELY bested by ATT and Sprint.

    There is a lot of work ahead, but compared to where ATT and Sprint is, there should be high optimism at T mobile.

  • BigMixxx

    Consider this.  With a potential-then-failed buyout, they were BARELY bested by ATT and Sprint.

    There is a lot of work ahead, but compared to where ATT and Sprint is, there should be high optimism at T mobile.

  • BigMixxx

    And the other thing…

    Why take at t mobile to outline this?  This should have been expected.  You can not hold anyone accountable for the drop, especially when folks were wondering if they had jobs in the upcoming future, except the senior management team. 

  • BigMixxx

    And Another thing….

    There is no iPhone on the network.  (I’m not a fan, but that’s what customers seem to be clamoring for).  Get it, invest in the ecosystem and watch the scores change….significantly…

  • BigMixxx

    And Another thing…

    Fire Humm.  This is all his doing, under his watch and he is not executing well…

    • Robert Dotson had the biggest growth of T-Mobile USA, had the best customer service staff, had the fastest EDGE roll-out and speed of the GSM carriers, he also had some of the best non confusing plans available to customers. Sure this cost T-Mobile a few extra dollars, but when you looked at how people actually SWITCHED TO T-Mobile, it made up for it. Humm is all about the bottom line in the sense, he wants to make as much money as possible the fastest, not make as much money as possible by keeping people happy (like Dotson did). Humm is responsible for many of the changes, policies, and I know DT is coming down on him to make changes, but they dont operate T-Mo USA, HUMM does, and he can make a choice, as he has, to drive it into the ground with a poor AT&T takeover and massive churn of customers. From what Ive seen in the stats of T-Mobile, more people have left T-Mobile in Humm’s reign than people have on prepaid carriers in the same period. That should say that this guy is an idiot. When prepaid carriers keep people longer, is sad.

      • Foxeh

        You know, I never really payed that much attention to the company’s politics, I’m just a customer after all… but knowing that there’s a name and a face behind all of my problems over the past two years gives me some place to direct my frustrations.

        Half of my friends are on Verizon and their customer service stories I’ve been hearing from them as of late reminded me of the T-Mobile of old, getting charges reversed and issues corrected immediately. Ask and ye shall receive is all it takes. But not with T-Mo, not anymore.

        From my bill trickling up almost every month with “taxes and fees” to all the nickle and dimming to more than double the price of a fully discounted upgrade. Then disavowing very real and highly reported hardware issues and having a different story told by every last rep.

        It wasn’t until I called to ask when my then-upcoming contract end-date was (as I told them I’ve had enough and was going to join my friends on Verizon) did they SUDDENLY figure out how to solve all my issues and let me keep the phone for a song. I admit, they suckered me into signing another contract, but that’s definitely going to be my last so long as I’m on T-Mobile.

        So thank you, Mr. Humm, for ruining such a great thing.

    • Tbyrne

      I agree! Fire Humm! Fire Humm! Off with his head!

  • Blame the reps

    Lets blame the reps although it was the policy of upper management to make a money run and charge for everything. The policies will keep changing to give customer less time on the phone rush rush rush, sell them more, talk them out of things that save them money ie hurt reps and let the customer know that you feel their pain over and over in the most scripted way.

    Don’t hurt reps by taking things off. Let them talk to people as people not a metric.The harder they push reps the worst it gets. Firing most of the good reps left them  in this position. Now they will hire new reps and firing begins again …rinse repeat.
    Will anybody in upper management be effected no, will the day to day lives of the reps get worse yes

  • Word.

    1.  Who here haven’t noticed the drop in quality in T-Mobile’s customer service?
    2.  I don’t like the iPhone (until the 5″ screen) but like BigMixxx says, it’s what people want.
    3.  Galaxy Note, Galaxy Nexus, etc…nuff said

    Maybe this will motivate the execs to up their game.

  • anon42

    remembers when the Magenta nation laughed at AT&T’s customer service…

    • Anonymous

      For the $$$ AT&T charges for service and their “magical” Iphone, you would think they would be up there with verizon…last time I checked they were still getting beat by sprint, so yes, im still laughing.

    • Anonymous

      For the $$$ AT&T charges for service and their “magical” Iphone, you would think they would be up there with verizon…last time I checked they were still getting beat by sprint, so yes, im still laughing.

  • Tmofosho

    too long a wait…lol yep, i know even at the retail level they have killed payroll hours there  are  multiple times through out a day with one person working, no amount of multitasking can help that but to the chain of command that just another excuse.

  • Guest

    Good, they deserve to be there. 

  • Guest

    Good, they deserve to be there. 

  • LHF

    Blame it on the management team, for example when they changed the data plan allowing all capable devices to connect to the internet on demand without any further notice and infuring customers with higher bills as a result of it, the customer service did a poor job handling this kind of complaints. I experienced it first hand and I wasn’t happy with the answers and options given to me. They reversed some the charges and blocked internet access as before, but mistakes are to be paid and often at a higher price and the poor rating given by JDPower & Associates is one of them. WELL DESERVED IT!

  • LHF

    Blame it on the management team, for example when they changed the data plan allowing all capable devices to connect to the internet on demand without any further notice and infuring customers with higher bills as a result of it, the customer service did a poor job handling this kind of complaints. I experienced it first hand and I wasn’t happy with the answers and options given to me. They reversed some the charges and blocked internet access as before, but mistakes are to be paid and often at a higher price and the poor rating given by JDPower & Associates is one of them. WELL DESERVED IT!

  • Whylee77

    Typical! This is because they stopped caring during the take of.

  • PjS

    Working for the Retail side of T-Mo… it is well deserved.  OUR CUSTOMER so called (service) is terrible.  They never understand what the customers want and aways screw everything up.  and now they have QUOTAS so they steal from us and give customers insane deals then send them to our stores for troubleshooting.  Thanks guys we really need that, with our fast dwindling commission checks and barely existent hours to run the stores with two employees max and no over lap….what a great way to do business.

    • guest

       as i understand it you are supposed to call a different number retail sales phone number. Instead you have the customer call in and coach them what to say. Stop making both sides bad.

      • PjS

        We use the RSL retail support line.  As far as the customers calling CS, i have had a few customers call about adding a corporate discount, and CS told them to return the devices and port their numbers back and CS would give them the phones free and waive activation fees.  Has happened more than 5 times and in every store in my market.  as i said CS is the evil here.

        • Damien

          That’s telesales, not customer service.

      • senore

        we wouldn’t have to coach them what to say if you guys could spare a few brain cells and try to understand what the customers were saying. sometimes y’all are really smart but sometimes you guys make even hostile customers seem kind. there’s been more than one occasion you flat out lie and give out wrong information whether to the reps or to the customers. stuff like, I’ll make sure your number is ported over to prepaid within 24 hrs or i’ll give you (the customer) a call back before 8 pm tonight for follow up…umm, stop lying csr

  • When T-Mobile stopped HELPING customers, and HEARING customers needs and issues, thats when they lost their awards. Point blank, T-Mobile used to find solutions immediately. They used to credit accounts for erroneous issues, dropped calls, data network quality, and just a way to say “Thanks for calling in today”. T-Mobile didnt have hidden fees, and for every month for 5 years in the past I had the same bill amount. Now, I notice hidden fees, $20 here for being late on a bill, no longer can dispute erroneous charges, no longer can ask “Why is the data so slow”, no longer can say “I got dropped calls”, and when you DO get someone to call you back from T-Mobile after you make an appointment at a specific time and date, they will wait to call you till you hours before the scheduled time on a day like Friday when they are leaving the office, so you cant fix the situation for DAYS. Even more so, even when you can talk to them, they only address part of the issue, and not the FULL issue. Because of this, as well as other reasons, T-Mobile has completely failed in customer service, they have become the new old Sprint (whom by the way, in terms of customer service still sucks contrary to the reports coming out, but is doing WAY better than T-Mobile) and is a laughingstock of the wireless industry.
    Im not sure if AT&T buying or failing with the T-Mobile takeover would have helped to be honest. But I can say one thing, T-Mobile needs to get rid of their CEO for T-Mobile USA, and get rid of 90% of their TForce staff and Customer Service Reps. Start over, start fresh, and rebrand again.

    • guest

      It is not the reps fault,stop with that, it is the call centers atmosphere. The policies the metrics the firings. I have talked to great reps who do their best within parameters given.

      • WillieFDiaz

        Reps fault regardless… they are front line, its their job to satisfy me within reason, and report those reasons to management as why they work or don’t work. Can’t blame faceless entities without blame for those who are the face of their company.

        • guest

           Is that what you tell a soldier when the general made a major strategic error. This posting is all the voice a rep has no matter how much they complain to management.

        • Tmonile Will fail

          You are an idiot, Tmobile gets the feedback from reps and focus groups. It is beyond anyone control thats working at a call center if the feedback is implemented or not.

  • The truth hurts

    • zacamandapio

      And a punch too!!
      :)

  • The truth hurts

  • Anonymous

    They sure went 720 on that one. Don’t fix what isn’t broken..

  • Anonymous

    They sure went 720 on that one. Don’t fix what isn’t broken..

  • 123

    Oh well. Too bad. Let’s hope it lights a fire under their ass and they will get their ducks in a row. 

  • 123

    Oh well. Too bad. Let’s hope it lights a fire under their ass and they will get their ducks in a row. 

  • Hineschr

    Not only has customer service gone down but service quality has severely declined as well in my area (northern jersey)

    I have never understood network conplaints by others until recently I couldn’t even get service in my own house. I’m all of a sudden dropping calls left and right in a 4g area. I’m thinking it is the phone (Hd2) so I go to the store to pick up a sgs2. The cs rep argues with me and lies to me telling me I must change my grandfathered plan (unlimited loyalty and data for 85) to upgrade to the phone.

    Call cs and they tell me they have shut down towers in my area.

    I feel completely betrayed by this company I have been with since 2005.

    • Spanky

      Service in NYC is suffering as well. I can hardly hit 1.5 Mbps downstream in Brooklyn, yet T-Mobile’s coverage map claims that my area should have the best possible HSPA+ coverage. For months, tech support has been claiming that a cell site needs to be repaired. I’ve been with T-Mobile since 2005 as well, and I hope that their service improves before my two-line contract expires this coming October.

  • Dswagg2k10

    Ok, didn’t see falling behind at&t but as all these comments states we saw something coming. Now after 6 and a half years of being in retention rep, i was fired for “performance.” That being said you’d think I’d bash tmobile. Truth is, most of the issues that tmobile had was b/c of DT trying to sell. They knew that they wanted to do that way before March of last year, so things were in the works to bring the value of T-Mobile up. ie Fees, Contract, Outsourcing, Not rehiring(longer hold times), etc. Now with that behind them(at least for the next decade) DT will NOT try to sell TMO USA again. As announced earlier this year, tmo and Philip Humm understands what customers are not liking and are making improvements as we speak.

    I’m actually kinda shocked that yall don’t have the attitude of “well lets see how much better this is going to be now that at&t is out of their a**.” I know this will be hard for a lot of you, but let’s try to be positive. I think 2012 – 2013 is going to be a comeback like none other. 

    • PjS

      I hear you, I love working for Tmo.  I am tired of them being the underdog.  We can be the best if they seriously focused on one thing and did it 100% not barely backing 4 different directions and pushing it to retail expecting it to just work.  We need Robby D back at the top. I hope the iphone 5 is our comeback tool.  Neville Ray wouldn’t have opened his mouth unless it was a serious possibility.  

    • Damien

      Funny thing is, they didn’t learn anything for this.  I just seen a great rep get walked out last week who had great customer scores and low call back but their sales were not hitting the $8.75 an hour that they want and their CRT has been the same for the last 5 years.  They’re still acting as if they are still trying to squeeze every dime they can out of T-mobile and sell it.  DT WILL try to sell TMO USA again and is, based on that nothing has changed and nothing is set to change in the future.

      • Tmoreplx

        this is my exact scenario–my CRT has been consistent for pretty much the entire 6 1/2 years i’ve been a customer care rep and my sales have been up and down but next time i go in i’m gauranteed to be put on what is called “decision time”-meaning i need to make an “action plan” and stick to it verbatim or decide that i can no longer do the job. I have no plans of quitting and have stayed for the time due to our low cost health insurance helping take care of my families various health issues.I’ve been told everytime that i need to forget the way “customer service” was done and adapt to the “sales and service” ie if they’re not buying get’em off the phone.I’ve also seen reps that have much better scores and were considered “top performers” just disappear from our center.My entire team is on some sort of FMLA for stress,anxiety,depression you name it and t-mobile KNOWS this is happening and encourages employees to get FMLA.It’s to a point that it’s not really worth the hassle but at my age starting over someplace else is going to be hard.

  • Guest

    We have ALL noticed this for a year now. I am not surprised at all. I’ve been with tmobile almost 10 years now and have never seen her in such bad shape. I hope since this merger business with death star has ended, tmobile can make a rebound. They need to put forth a big effort and one of the easiest ways is fixing CC.

  • Brianbb

    The use these malaysian or filipino girls with bad accents who repeat everything you say and can’t really solve any problems.  It’s a waste of a phone call.

    • Anonymous

      Thats only on prepaid.  Get a post paid contract if it’s such a problem for you.

      • TMOSince2003

        I have a post paid contract and now I get India every time. I heard it helps to call during he US “day” but once I went back on contract it was ESL time for me. I felt like a moron for signing after many happy years contract free. Like ha ha, gotcha now, talk to “Susan” in Bangalore.

        I now try to use chat support as those reps just seem brighter and almost never try to sell you stuff. Today they helped me out but when I checked the events, they had also removed the txt block from the line for a senior on my plan. Not cool. Now I have to go to the only store in town that has a clue.

        • senore

          What are you and all these other people constantly calling about? I know we’ve gotten worse but some people are just always nagging. It’s a phone. Ok. Stop worrying so much about foolishness. There’s difficult people and then there’s people that are simple. Try joining the latter category and you’ll be fine. Some people should pipe down a bit, u know?

  • I lit up a T-MO customer rep this year.  It was the worst I have ever treated someone over the phone in my life.  My wife and I had just signed up for the $49.99 “Best Plan Ever” deal that they were advertising and the billing hadn’t changed (should have saved us about $15/ month, no biggie), so I called and asked about it.  The rep on the phone told me that there was never a $49.99 deal and that I was lying.  Then she proceeded to tell me that if I didn’t like it I should just switch because “T-Mobile doesn’t care!”–exact words.  The barrage of f-bombs I dropped on her and her supervisor was to numerous to count.  I had to just hang up.

    Called back the next day and the next rep was able to track the problem down without any issue.

    T-Mo stopped training their Customer Service staff at some point.  The only ones that know anything are the ones that have been there a couple years.

    • Dominique

      You were wanting to drop down your rate plan to a lower price and that rep didn’t want to investigate if the system was in error because you were about to hurt his sales numbers significantly.   The push for sales and trying to do everything you can to keep people from lowering their monthly recurring charges is killing the customer service.  That rep on the second day spent the time to find out the issue and to get you to the better plan, but that’s the reps that are being fired because the spend too much time on the calls helping customers and because their sales numbers are low because of doing the right thing.  It’s very sad that the best in customer service are the first to get fired, but if you sell and get people off the phone then that trumps everything else.

  • Heisenberg

    Pay-per-use web, $20 per-line restore fees, EVERY plan requiring a contract extension, changing of customers billing dates and payment dates, still no free phones in the stores, and outsourcing a lot of our customer care this past year (which is hard not to do, who would’ve wanted to work for a company when they may lose their job shortly after if the merger completed).

    Also, make bloatware apps that cost money (i.e. T-Mobile TV, 411 & More, T-Mobile Mall, T-Mobile Name ID, TeleNav, etc.) able to be uninstalled.

    Change all of this crap and next voting should be fine.   

    • Frustrated Rep

      You hit the nail square on the head in your first paragraph. Sure this made the company some short term money. But I have lost a tremendous amount of loyal customers due to crap like this. T-Mobile strived on being the trusted brand in their challenger strategy, but these practices are about as shady as you can get. 

    • T.J.

      Right on the money! Not to mention ridiculous restocking fees on phones.
      Bring the old T-Mo back!

  • someone who really cares

    about that last paragraph in memos to employees

    Let them spin the wheels the way they want it.

    When calling in i want to be helped.
    My stop watch doesn’t start when i call in.
    Most people don’t count the ways you show empathy.

    and no i didn’t asked about sales but now you mentioned it stop making the reps crazy about it especially removing stuff.

    the stress from the reps is very apparent.
    the same strategy you have had in place for months has not worked.
    as as of the memo i see things won’t change much.

    The latest JDP survey shows that Concern is an area of opportunity
    for us. Acknowledging the customer’s issue and taking ownership of it
    shows that we care. Knowledge is key – being confident in our solutions
    builds customer trust. And, Resolution is still foundational to our
    success. I’m sure all of this sounds familiar – Courtesy, Concern,
    Timely Resolution and Knowledge. We must refocus on these.

    You may ask, what about sales? Sales remains an integral part of our
    Resolve, Sell, Grow strategy and this isn’t going away. However, we must
    strive to balance Service and Sales. We will continue to ensure you
    have the right tools and resources to be successful.

  • tappy

    I was a t-mobile customer care rep and hung up my headset a few months after the merger was announced. This doesn’t suprise me at all, infact I said last year this would happen. I can tell you exactly why, or I should say where this started.

    You would think it doesn’t take too many brains to realize you can’t make the customer service rep also the sales agent, which is exactly what they did. We aren’t talking about soft selling or “hey, would you like this?” no i’m talking about hard sales (hardcore sales training) full on bonus and commison paid hybrid sales customer care reps. (Our name was even changed to customer service and sales)This was also implemented with no increase in our expected metrics. Translation, the time we had to take care of you was cut in half combined with now we had to chose between helping you or making money.

    Anyone who has worked at t-mobile knows how they push you hard, and that can be a good thing. Problem is, some where someone didn’t know when enough was enough and to leave us do our job and take care of the customers.

     customer just told you their mother has cancer, their house is being forclosed and they can barley pay the bill? sell them anyway, if you don’t you get a huge quality hit which kills your score,  your bonus, your ranking, your sups bonus, your team ranking and everyone hates you.

    As another commenter pointed out, i’m not sure this is an accident, we were making tons of money for the company and if they have to give up a silly metric such as customer service (after all who has good customer service today anyway?) to make the shareholders happy, why not?

    another good company bites the dust

    sigh

    • PjS

      Thank you for further solidifying my point.  Now that CS is “sales” they really put a bad image on our company.  I know they people there are good people but the CS as a whole is evil.  They need to be on the same level as retail.  we all need to be in cohesion.  Work as a team and not against each other, because thats the way it is right now and its terrible.  They make a huge deal how retail is not supposed to call cs and that it costs $8 per call.  Then why does cs still have more power and additional applications to solve customer issues.  We need retail leadership to have the same tools to ease and expedit customer satisfaction and solutions.  

      • monkeybdb

        in my store we have basically stopped calling RSL unless we actually have to have them. we just got pointed out as one of the stores who calls the least. AND NOW THEY ARE PUSHING US TO CALL!! we cant stand calling because all they do is sell us stuff. excuse me im the salesman. also i cant tell you how many times CC has stolen a sale. by changing a customers plan just after i talk to them and they call CC for just a question.

        • Intheknow

          RSL doesn’t get scored down based upon features you add.  Furthermore there is no feature/plan change commissions in RSL.  Not sure where you are getting that from.  All we care about is that you don’t forget something and call back.

    • Anonymous

      exactly. i call in through the RSL to make a change and i have the person on the other end trying to have me ask if they want caller tunes. WTF i just wanted you to make a change because my computer is frozen.

  • Me

    This reflects perfectly as I had an interaction with a TMO Rep yesterday evening and 2 months back. The guy was so rude, he did not deserved to be in Customer Care… After 7 years with the TMo, now I’m determined to move on to some other service provider after yesterday’s experience

  • Anonymous

    This is reality ive been with tmobile since its voicestream days….and their customer service had always been the best the very best it was wonderful to talk to CS but now is a waste of time within the past year i have called various times for different reasons and if i had one true english speaking person it was a lot, i get it if i can at least understand it its cool but they cant help all they do is say yes yes yes but thats it you ask them something and they answer like a robot and not really help all pretty generic ….it completely sucks ….used to love them but its getting really bad 

  • Vinnyj

    Of course they are 4th, just try calling CS and you wait on hold for over 30 minutes if you are lucky, then you are lucky to get someone that speaks English. I have sometimes waited 45 minutes to talk with CS then when finally getting someone on the phone just to be put back on hold. I have stuck with T-Mobile thru this entire AT&T attempted takeover, happy this didn’t go thru, let’s just hope they get their ducks in order. I have great service, data speeds are pushing 10 MB down and 3 MB up. Not too shabby for HSPA+. 

  • ArrGee

    As a former employee I can say that 4th place is more credit than they deserve right now. Back when I left the company in October of 2010, I was working at a customer care call center and a few months prior to my departure the company made a drastic change in the way customer car was being run. Rather than focus on the quality of the call (reps were given quality scores 8 times a month by supervisors), the metrics were changed to focus almost entirely on sales. If you didn’t have over $100 in sales per so many calls a day you were not considered a top performer, even if you had outstanding quality scores. I still have friends that work there and from what I have heard they have pretty much done away with the quality system and Customer Care has been renamed to Customer Service and Sales. Its sad that the company has fallen so much because I loved working there prior to them changing to a sales based company. It showed a couple weeks ago when I called about my phone. The rep almost completely ignored the issue and tried to sell me the canada texting plan when she saw that I had TWO text messages to a Canadian number. She didnt touch on my original problem at all. 

  • FormerTMOFanBoy

    I can tell you that I was absolutely outraged when I participated in T-Mobiles Rep training class. The trainer literally said “Sales first.” You had to offer the customer 3 things, he said T-Mobile’s new goal was to have the customer have 1)talk+text plan 2)Data Plan 3)Home/On the go data (Jet sticks, etc). Being a T-Mobile guru of course I knew a lot of what the trainer was teaching us, but it was more focused on sales than anything. This was in July 2011. He said a top store, has top sales, which of course is true in any business but I believe if you provide world-class service THAT in itself should take care of the sales. Instead of bombarding a customer who is only looking to pay their bill with services you know they will never use. I’m all for increasing revenue and profits, but for such a large company to make that their prime focus is greed, and greed never finishes pretty. Needless to say, I stuck with the job for some time and had to resign because my store was more like a “boiler” room if you will. If you didn’t have the numbers at the end of the week you better be prepared to sign a write-up. It was after actually WORKING for T-Mobile I decided to finish my contract and look elsewhere for my wireless service. I’ve been with them since I was 16 (2006) and I’ve always been a die-hard TMOFan. As of late, I literally have to plan a time to call CS because of the excruciating long hold times. It’s sad, but I’m hoping they finally realize the step they chose to take was not a good one. Customer Loyalty was even renamed to “Retention’s”  how welcoming. 

  • Cielomoreno127

    This isn’t surprising at all. The past 2 years has been slowly downhill. Calling customer service and having problems with internet, plans being changed all of a sudden. Everytime there is a different answer from everyone. Don’t get me wrong I love T-Mobile been with them since August 2001. The consumers are getting fed up. Now it’s showing.

  • TMoFan

    I recently called called T-Mobile because I was going over my minutes on my old grandfathered plan. Right away the rep noticed how long I’ve been with T-Mobile and thanked me for my business. I was just interested in changing plans and I already knew what I wanted so he didn’t try to upsell another plan that didn’t fit me. The whole thing lasted about ten minutes with five minutes on hold. It’s sad though reading through some of the comments here that my experience is now not typical. One thing I didn’t really like is that I had to extend my contract just for changing a plan. I
    have no intention of going anywhere but it was still kind of annoying.
    I’ve changed plans in the past without doing that.

    This needs to change fast starting with Humm. I believe he was brought in as a caretaker during the bs sellout; he doesn’t have T-Mobile’s best interests in mind. Now that the sellout has change, the same has to hold for Humm. Bring in some new people to revitalize the company. DT has done so much harm to their US branch with this sellout swirling around for nine months only to have the thing fall apart. The board and Obermann who signed off on this thing were fools for betting everything on the sellout. Does T-Mobile/DT even give a damn?

    • Anonymous

      I think it’s more of a case of you being a rational and reasonable guy and everyone else on here is commenting on situations that are really their own fault and didn’t like what they heard.

      • monkeybdb

        that is the biggest problem here. i am a retail store rep, and honestly MOST problems that care said to be “bad customer service” are situations that are the customers fault or just being told what they dont wanna hear. Just because you are told no to a free phone because you dropped yours in water and didnt have insurance, doesnt mean its bad service.

    • TheWayOfThings

      The reason they didn’t try to sell you anything or give you a hard time about switching was probably because the changes you made didn’t lower your rate plan or added more money to your monthly charges… If that’s not the case, then you had better believe if the rep was monitored on that call, they spent the next half hour being raked over the coals for not pushing a sale, and then spent the next month with a supervisor up their a$$ constantly making sure they sell sell sell!

      • TMoFan

        Well I am spending a little more on my voice plan but he offered me a preferred android plan that actually lowered my monthly bill. If he got chastised for that then that’s a damn shame.

  • William Cron

    Well, if TMobile can give everyone the kind of service that I received last night, they’ll be back to number one in no time!

    • Anonymous

      The thing is it probably IS most of the time.  I’m willing to bet most of the people complaining on here will never be satisfied with anything.

  • An Ex CSR

    Supervisor to CSR: “Why is your myVOC so low?”

    CSR: I don’t get paid to have high myVOC scores, I get paid to shove data features down customers’ throats.”

  • Laughing my Butt Off

    As someone who was fired for not making sales to people who didn’t need extra services and for trying to explain to T-Mobile leadership that I thought the direction they were heading is wrong, I read this with a knowing smile and nothing else. I worked for the company 8 years, had fabulous VOC and IOCR stats. I just also had a bad case of morals. Live and learn.

    I do hope the company spends some time at the bottom and is kicking themselves in the ass for letting people like me go. I know I was not the only passionate and hard working person that was thrown away because they felt the dollar was more important than long term customer loyalty.

    • Damien

      I know someone who met IOCR every single month and had the unit’s highest MyVOC and were fired.  It’s sad, you’re a great customer service rep but if you can’t manipulate customers to buy products they don’t need then you need to go.   It’s why they’re in 4th place now.

    • T-mobile Service/Sales Agent

      All I can say is that some of the comments from these former t mobile employees are sad. Sounds to me like you guys had more of a “will” issue then anything else. My center is based in Tennessee and me and many of my co workers on a monthly basis can balance crt,spph,iocr,and my voc. It’s actually not that difficult unless you spend all day distracted by your phone at work or taking what people say too personally. You’ve got your nice customers, your upset customers, etc but all you do is put yourselves in their shoes, genuinely relate, and make recommendations. Selling is so easy without being unethical; all you do is give the customer two features and two benefits and see if they take it; you can create the need and it truly can be something they find value in. Furthermore my peers and I often will guide the customers through making rate plan changes or feature removal online through their my t-mobile.com account and it’s a win win for both of us. I as a rep don’t take the sales hit and our customer becomes more empowered as he learn self help account management options that will reduce the needs for them to call and wait on hold. If you were under-performing trust me you received numerous coaching sessions and conversations about this before you were terminated. In our center I have seen them bend over backwards to help employees out and coach them on their metrics and how to balance the C.E. and O of the company. Sady most of the employees that have been terminated are the ones that have been their for years and are unwilling to learn a new skill or adapt to a changing job environment. We work in the communications/tech industry things are constantly changing and if you cant keep up with the hectic pace or are unwilling to “bend like the reed” and go with the flow than your days at t-mobile or any company in the future would be numbered. Change sucks I get that but you have to stay scrappy and adapt. It irritates me when “former employees” make comments like “ramming features down customers throats” or “feeling unethical when selling stuff.” Get a grip man sales is an integral part of any business and unfortunately it’s employees such as the few who have posted here complaining of metrics or meeting certain expectations that give us as a company a bad rep. You don’t  have to take shortcuts or sacrifice an excellent customer service experience and one call resolution because you’re pressured to talk someone out of lowering a data plan, rate plan, or up-selling them etc. Your job is to be a Consultant to the customer and to always be respectful, courteous, knowledgeable, and respect the customers time, while balancing business needs in looking for a sales opportunity if possible At its most basic form companies need to make money in order to keep employees right? Under the former CEO tmobile was bleeding money and our revenues were down. While I do agree that certain policy changes made by T-mobile in Q2 and Q3 2011 did make it difficult for frontline employees one just needs to adapt and do the best they can and be WILLING to learn and accept that change happens. 

      • Damien

         It is against policy to walk a customer through removing a feature off of T-mobile.com.  That was a practice that was done early on and people get fired for that at our call center.  I’m not a former employee but a current one and I know the numbers for each center and your center is not balancing the numbers because ours didn’t and we were the number 1 center last quarter.  Even though we were number 1, the atmosphere is toxic with everyone looking for new jobs and always the threat of being canceled. 

        I’m guessing your a T-mobile PR plant, because no CSR would post what you just did.

    • Sedrufus

      I work for tmobile and I guarantee you were never told to sell someone something they dont need. you were trained to right fit the customer into a plan, feature ect based on need. get over yourself

  • Gerald Bliss

    Things that customers don’t like: $20 suspension fees per line (suspension, not reconnection, and that’s per line, not account). Customer service call centers being outsourced to countries in which English is a second language. Having to renew a contract when changing rate plans. Being locked into a data plan on lines that will not use data (we know its because they want to use their upgrade for a different line to purchase a smartphone, but the customer doesn’t truly understand our policy). Being told they have to buy the phone at “full cost” And finally, they want the iPhone.

    • Anonymous

      Almost everything you stated ignores the reality of the wireless industry.  Suspension fees?  Every carrier does this.  Outsourced customer care?  T-Mobile has the least.  Extending your contract when changing your plan? T-Mobile and the other carriers have always done this to retain customers but it doesn’t affect the customer’s upgrade time.

      The SILLIEST thing you brought up is people having data on a line they are not using.  T-Mobile only offers you the discounted price on a handset if you accept a two year contract and a data plan.  T-Mobile is the ONLY national carrier that LET’S you use a smartphone WITHOUT a data plan.  So if they DON’T want a data plan, it’s CHEAPER for them to just buy the phone at full cost.  Use it on an existing line with data or another line without data with no problems, again ONLY with T-Mobile is this acceptable.

      I can’t believe some people here, accepting the terms for getting the discount and then crying about it later… what does it matter if you are not using the data on the line you upgraded???  You CHOSE to receive the discount on a different line versus paying the full retail price which would have been cheaper in the long run.

      • Spanky

        For the most part, my experience with T-Mobile has been positive, despite the slower than normal data speeds that have been plaguing my neighborhood since August 2011. However, I must disagree with your justifications for suspension fees and outsourced customer care. There’s a reason why AT&T was nicknamed AFee&Fee. It’s just a way to nickel and dime customers. With regards to outsourced customer care, when I have an issue that I can’t resolve on my own, I’d like to speak to someone whose command of the English language exceeds the ability to read from the script.

        When I became a T-Mobile customer in May 2005, the company was truly different from the rest of the carriers. Today, as clearly evidenced by your own statements (every carrier does this), T-Mobile is just another carrier, minus the coverage and LTE.

      • TheWayOfThings

        “Every other carrier does it” is a p!ss-poor excuse for a company that used to strive to set themselves apart and above the competition. T-Mobile used to pride itself on putting the customer first and differentiating itself from the other carriers by not charging all the unnecessary fees and pushing sales onto customers… but now, it seems every month, something new comes around that costs the customer more or is more of an inconvenience to the customer and it’s rationalized by T-Mobile with “it’s in line with the industry standard.” … pitiful.

        • Sedrufus

          its still a business and needs to be run as such. since we are talking about customer first lets give everyone an iphone 5 and free service forever all just becuase your a “loyal customer”

          tmobile will find its way back to its jdp ways but customers will have to live withgetting what you deserve and not what you want becuase you want it

  • Lariana06

    As a customer service&SALES agent we are fed up with metrics that have to be met on a monthly basis, if not good-bye. Focus on selling a higher rate plan, web, or additional add ons(caller tunes, voicemail to text, all that crap probably most of us dont need) ´´for a month free´¨As you know this was not the case previously, wanted to remove data or downgrade not a problem, we will check previous usage and make recomendations based on usage, just focus on Courtesy, Concern, Timely resolution, and knowledge and get the customer up an running. But now is a different story, try to downgrade a plan and the firts thing the customer agent will tell is that you have to sign a 2yr contract in order to scare you and avoid that hit on his spph(sales per productive hour) or even not focusing on resolving your issue but yet insist of selling you something since now the VOB(voice of the bussinness)scoring system is just based on selling mainly, as long as this continue the same focus on sales as a primary thing, believe me nothing will change. Extra stuff was the pay per usage web for $1.99, reconnection fees of $20 per line, billing due date change, sivr hunging up your call, lots of people loss their job because of this metrics and as you know our possitions have been fill out by agents out of the country, that probably lack the same training a direct employee will have. Sales is important to every company, dont get me wrong, but the way is being implemented have fail, need to focus back to the basics as before.

    • Dominique

      It’s sad when you have to scare customers about a 2 year contract in order for them to not change their plan.  I’ve done it many times and it’s not about the customer, it’s about keeping my job.  You’d think they’d want people to do a 2 year agreement but all reps insinuate that the customer should really think before doing a 2 year contract. 

      • senore

        What do you mean? I don’t think I follow…

        • Dominique

           Let’s say a customer is calling in to drop to a rate plan that is $20 a month cheaper.  I say, “I can absolutely help you out with that BUT I do have to have to you agree to a 2 year contract that requires you to be a T-mobile customer for 2 more years unless you pay an early termination fee.  I do see that you have all your lines coming up to out of contract within the next year and want to make sure you understand that your contract will not end until February 2014.  Are you wanting to sign that 2 year contract today and make that happen?”

          By putting it in those words, it usually scares people off of doing the rate changed plan.  They’ll probably leave when their contract is up because they’ll have felt slighted because T-mobile wouldn’t allow them to change their rate plan without a new 2 year contract but it keeps me from getting fired for having negative numbers for sales.

    • Sedrufus

      I see why you were let go.

  • Jhartsb

    I really don’t see how Verizon is rated the highest. I have had horrible experiences with them.

    • Anonymous

      standards are low in the wireless industry. 

  • Manusferrera

    Everyone knows (well except tmobile execs) that in this recession customer service and relationships are what keep customers happy and willing to pay the extra money for it (verizon).

  • RobSleezy

    Hahaha! As soon as they started changing their rate plans and names around and got more focused on re-branding the same shit in a different box instead of focusing on what really matters, the consumer that’s when their demise began to bloom.

    But then again, out with the old in with the new, all of this started with their new CEO because he cares more about the money in his pocket rather than who is putting the money in his pocket. The old CEO used to say, care about your front-line, and care about your customers because the money will come when the job is done right…

  • Nearmsp

    The most important factor that customers want from their provider is trust and integrity. When a company loses integrity for short term gains, it goes on a slipper slope and no short term measures can rectify that. I have been with T-mobile for over 8 years but  I am not happy and I have no certainty of sticking with T-mobile beyond my contract. With 4 phones on the family plan we pay over $200 in monthly charges. What sapped my confidence is reading story after story of customers whose contracts were renewed by deceiving them on the CSR phone line. I dropped my XM satallite  service for the very reason.T-mobile needs to get back to basics by having ethical CSR on the phone line.

    • Anonymous

      When you accept a contract over the phone through the CSR you accept it verbally first, then though an automated system for additional verification.  I have a hard time believing people were ‘swindled’ into renewing their contract.  Plus, they all got some kind of benefit out of it.

      • TheWayOfThings

        What’s hard to understand? Reps use double-talk, vagueness, twisted information and sometimes out-right lies to get a customer to accept a new rate plan, a new contract or an added feature. This is the sort of behavior you get when the focus is almost completely on sales and when an ever-increasing sales quota is in place that means the difference between having a job or getting fired.

        I’m just curious, what is your position at T-Mobile.. are you a manager or a rep? Whichever it is, you’re really good at blaming the customers and justifying the godawful policies that T-mobile has implemented over the last two years. I would think that if everything was all so hunky-dory good with the way T-Mobile is doing business nowadays, the JDP award would reflect that… but it sure paints a different picture to me.

  • aaron cooper

    They didn’t try to keep me, so I switched providers….

  • Anonymous

    I wonder what Robert Dotson is up to?   Even though I like T-Mobile’s aggressive strategy under Humm better it would be interesting to hear from Dotson and what it was like trying to keep T-Mobile USA competitive with DT’s lack of investment.

  • Anonymous

    I stopped putting any stock in JD Power’s ratings. I can only compare Sprint and T-Mobile, at least in the wireless area. In my experience, T-Mobile’s customer service is a billion times better than Sprint’s. JD Power and Associates can suck it as far as I’m concerned.

  • stupid phone reps, rude retention reps, outrageous $200 per line plan change fees to loss of SIGNAL in every building. TMO is going down the hill to sink

  • Elizabeth Watson

    I just got hung up on because the automated system didn’t recognize my number. I’ve been with them for 7 years. I now don’t want to do an 8th.

  • Guest

    This really should not be shocking to anyone. Everything that used to set T-Mobile apart from the competition is now gone or changed. Unlimited data – Gone, contract extensions on rate changes – Yes, data lock policy – Yes, foreign customer service – Yes, Long hold wait times – Yes…Not to mention the lack of investment dollars both in their network & service. Phillip Humm was the death of T-Mobile as we knew it. he was brought in to do 2 things…Increase revenue & Sell the company…Its that simple. Now T-Mobile is reaping the benefits of Mr. Humm’s efforts! Dead last in Customer Service..Who would have thought. Let’s not forget this company had exclusive rights to Android for 12 months and did nothing with it! Horrible marketing and promotions. They basically let Verizon take credit for the innovative Android or “DROID” OS as they dubbed it. What a waste…At least with Dotson at the helm this company had vision, they had values, they had an identity. And now just the sheer stench of an AT&T takeover helped vault T-Mobile right down to the cellar in customer satisfaction. Imagine if the merger had actually gone through???

    • Riopato

      Humm should resign!!!!!!

  • Paull A Marcus

    When Birrer left for Charter, you knew that the customer lost there best advocate. Dotson, Nokes and Birrer had the vision. Humm has a vision also and it is bring the old T-mobile to an end. He is doing splendidly.

    • Anonymous

      Not to completely dispute what you are saying but to be realistic about it, the ‘old’ T-Mobile was failing to grow.  The wireless industry in itself was booming there were huge amounts of growth.  T-Mobile USA was not.  This is why DT brought in Phillip Humm, to change things.  I actually liked the aggressive T-Mobile taking on the competition and them calling their network 4G was a good move.  Ultimately T-Mobile would be having the issue it’s having now with churn irrespective of Humm, it’s not mostly due to his actions.  It’s what T-Mobile was until now that led to it’s position in the market currently.  Say what you will about the old T-Mobile, but if the ‘old T-Mobile’ brought in the customers and the money, it would still be around.  You want to blame someone for all those things you liked going away then blame all those customers leaving in droves for the iPhone or for whatever silly uninformed reason.  It’s those consumers that didn’t Value T-Mobile and everything it offered that caused the shake-up.

      • Damien

         That’s weird, because T-mobile increased customers each and every quarter since they came into being in the US.  The only thing that Humm has done is increase revenue by pushing sales first and foremost, changed the CS culture at T-mobile to sales and not service, and has had quarters of massive negative customer losses since he became CEO, which was well before the AT&T announcement.  Since the day he took over and made the changes, T-mobile has been losing customers and dropping in customer service quality……yeah great job that Humm has been doing

      • Damien

         Oh by the way, they were increasing in customers each and every year and making a $1 billion dollars in profit year after year with the “old T-mobile”.  Not too shabby for a customer first atmosphere.

  • Roshni

     TMO has gone from top to worst. unhappy  and will be  changing carrier soon after 9 yrs with them

    • senore

      worst? that’s a blanketed statement, isn’t it? I’m sure there are some T-Mo stores better than Sprint stores. It’s all relative.

  • Wade Aldridge

    I worked for T mobile for 7 years and I can say that T mobile started down this path when they demanded sales quotas from their reps and constantly lowering call resolution time expectations. T mobile got too stressful for me so I left to go to college and change careers. I went with At&T because the coverage was better in my neighborhood and I expected a challenge with customer service. I was pleasantly surprised with AT&T. Their reps are courteous and rep at the store was very knowledgeable and professional. Issues have always been resolved.

    • senore

      ?????

  • Riopato

    over 14 years with this company that use to be omnipoint then voicestream. This is the first time this year I actually consider to switch to another carrier. If Tmobile don’t improve their service, policy and choices in their devices by april, I will have no other choice and port my number else where!

    • brandon

      I already have. After I had 6 Sammy Galaxy s 4g phones that constantly froze and malfunctioned on me, I demanded a different phone. At first they said I HAD to stick with the Galaxy. After a few complaints and speaking with the manager, they offered me the Moto Cliq 2 which they were selling for 149 WITHOUT a contract and had a 2 out of 5 star rating, I refused! They told me I could cancel my service and refused to let me speak with a manager. I never got angry or upset with them. I have never felt so unsatisfied or unwanted by a company in my life!

      • senore

        so what’d you do?

  • 305buddyluv

    In the sense of customer service, Tmo will always and forever be number 1 in my book. But in the sense of devices line available, they are dam sure dead last. Tmo; you need a new body behind the driver seat to make better choices on what devices to carry, because in my opinion that’s what killing you. 

  • Buggsy

    T Mobile should hire John Stanton to come back. If there was ever anyone who understands the wireless industry, it’s Stanton.

  • TheWayOfThings

    Spoken like a true management puppet.. If what you say is true, then the JDP award wouldn’t be as it is right now.

  • Lewis Mazo

    I wrote David six months ago telling the that wheels were coming off T-Mobile’s customers service.  I did so based on my having been a customer for nearly a decade, and knowing there had never been a time where one had to deal with thirty minute hold times and customer service reps whose first or second language was not English.   Despite this David vehemently defended T-Mobile (almost as if he was their spokesperson).  Well……the truth is out.  I hang on only because the price is right but the connection is becoming threadbare. 

    • I’d still defend them because the talent is all in place to make the company return to former JD Power glory. The policies and procedures are what has led to this pitfall of customer service values and support. I’d still defend them, don’t think that one JD Power award or a bad years results are going to make me stop defending them. People not to stop acting like customer service at other wireless carriers is some kind of heavenly event and T-Mobile is now the devil, regardless of this poor showing.

      • Lewis Mazo

        You make a very good point relative to T-Mobile’s customer service.  All wireless carriers and for the most part all telcos have sucky customer service.  The best customer service they can provide is ensuring their customers never have to call customer service!!!  

        My expectations for T-Mobile are much higher simply based on my prior experiences with the company.  By contrast, I have zero expectations with AT&T (Uverse) because they have the worst customer service in the history of industrialized society.  I swear the actor in the funny Capital One commercials is an actual CSR for AT&T.

  • Carmstr8

    My wife interviewed at one of the call centers. She worked there previously, as have I. Its how we met so we have a soft spot for this company.

    They were falling all over themselves to re-hire her since she excelled there in the past. But the whole outlook of customer service has changed there. They litterally told her that they were all about selling now, not saving customers money. We use to enjoy working for the little guy with big goals. It was commendable.

    She declined the position because she couldnt stand behind a company that focused on gouging there customers vs truely helping them.

    Also, there employees have changed, contrary to this article. Very few that I know actually enjoy working for them anymore. And they’ve terminated most anyone that i’ve personally,worked with. Im sure that Sue Nokes (the initial driving force behind the glory years of exemplory customer service) is probably shaking her head. When she left the company, it was a slow crumble from there.

    Not the best place to work. Not in the least. And I would have to say that their 4th place spot is deserved.

    • Carmstr8

      I also might add that T-mobile was indeed having a hard time becoming profitable in the industry. You have to make drastic changes in order to gain in this industry. They just went about it all wrong.

  • Juancares

    This is just a pure reflection of what we T-mobile customers have to deal with now. It is incredible but very true.  There is simply no customer service but just a whole bunch of angry people telling you lies and never try to help solve the issue.

  • Latest full monty package displays contempt by hiding speed caps. Nearly bought it. Instead now taking in my dongle to cancel out of date contract with them.

  • Anonymous

    The last argument i had about tmobile being good and now thats down the dump. Okay i guess im leaving t-mobile now….money better spent elswhere i guess. 

  • Anonymous

    Well, that does it. I’m leaving T-Mobile next year. Sorry, but that was the last thing you guys really had going for you.

  • Anonymous

    The issues with T-Mobile are mostly internal.As someone that used to work frontline tech support I can say that ever since the merger was announced , T-Mobile call center leadership has been pushing for very aggressive performance goals on the frontline reps such as reducing call handle time and reducing handset replacements. With merger rumors swirling all of last year each call center was taking drastic measures to ensure they did not rank last in case the merger went through and some centers had to be shut down. The performance goals were also a way to cut costs and make the company look more attractive to potential buyers.

    This led to call center leadership pushing the reps hard, terminating the reps that were not producing the numbers they wanted, which created a very tense atmosphere for the reps. The reps in turn started taking drastic measures to meet the numbers, which meant rushing through the call, deferring handset replacements by giving customers extra unnecessary steps for troubleshooting, unnecessary transfers and more shortcuts. Call quality was became a low priority as reflected by it’s 1% weight on the reps performance metrics. At the end of the day as a rep only your numbers matter and that’s the attitude that reps have.

    The obvious results were, customers having to call multiple times for the same issue, incomplete resolution due to lowered handle time requirements, customers spending more time than they should to get their issues resolved and customers would let us know on the calls that they were unhappy.

    T-Mobile needs to find a balance between the performance goals they set on reps, customer satisfaction and shareholder satisfaction because right now the shareholders have it their way.

  • Chum Lee

    BS that VERIZON out of anyone is #1. Verizon’s customer service is godawful. Any experience i’ve ever had with Verizon has been absolutely horrible.

  • TMODefector

    Was considering leaving for Sprint this just put me over the edge. 8yrs with them. Sad.

    • Tbyrne

      Thanks Dan. We’re sending you another money pit.

  • Stonerslane

    I’m still gonna stick to TMobile. As long as I don’t have to call customer (don’t)care. I’m a happy camper. All I ask from TMobile is that they keep their rates low. $124 a month for 3 lines. Now that’s a deal :D

  • Brobberson

    Ya I believe it as I have had Tmobile since 2005 and this last year was the worst to work when I had a question on my bill or any other problems…but still sticking with them. Hopes it gets better.

  • You know, now I’m not really surprised about the result anymore.  I just wasted hours just trying to increase my data so the throttle gets removed, everyone is saying different thing – from retention, to different customer reps.  They really, really need to step up their game this year.

  • InvisibleHand

    Customer service just doesn’t matter; if it did, T-Mobile would have more customers and AT&T would have fewer customers. Customers love to say that customer service and price are super important but when it comes to voting with their dollars, they prove time and time again that it just doesn’t matter very much. Verizon views customer service results as window dressing and they are able to spend a bunch of money to change it in a hurry–because they charge more and people are chomping at the bit to give them money. 

    • D4whatver82

      100% agreed. It really is sad. I think of all the carriers Tmo not only has the cheapest plans, but it also has some of the very best high end phones out there. Sure Verizon has a decent stable, but I’d pit my 1.5ghz Galaxy S2 against any phone on any carrier. I can’t even count the number of compliments that I get just by taking the handset out of my pocket. I’m not sure what else Tmo can do if having a great stable of phones, cheap plans, and decent 4g coverage isn’t enough to lure people in. Maybe, there is a stigma to the Tmo name?

  • JR69

    Is anyone actually surprised?  With the AT&T take over looming for so long and knowing that your parent company doesn’t want you anymore why would you be surprised that the customer care doesn’t care much anymore.  When getting laid-off is looming (didn’t happen) how much effort would you put in?  I think is almost irreparable damage that has been done, especially since TMO DT is still willing (Hum said so) to dump TMO US in the future.  Too bad.

    • Jfaviken

       Sorry to disagree. One of T-Mo’s pride asset has been it’s customer service, a good-enough reason for AT&T to adopt it. If T-Mo is thinking about a merger in its future, and it does, then by all means: Continue to pride on it.

  • TheTruthHurts

    The anti-consumer attitudes routinely posted on these forums by employees clearly illustrates the problem.  They all think that THEY are not the problem, but that the CUSTOMER is the problem.  They have it completely backwards, but are too stupid, egotistical, close-minded, and stubborn to realize the truth.  The JD Power report is condemning evidence against them, their behaviors, and their attitudes.

    • InvisibleHand

      This is where you’re “too stupid, egotistical, close(d)-minded and stubborn to realize that the reality is very contrary to you’re perception. T-Mobile is practically begging the highest maintenance, most price sensitive customers to come sign up. Unfortunately, these customers end up being the most expensive to maintain because they jump ship to the next best deal as soon as they don’t get what they want. They call in to customer care and demand free phones every six months threatening to cancel. T-Mobile gives them what they want a few times and then finally say no, at which point the customer leaves (churn) and goes somewhere else essentially nullifying the expensive retention efforts of T-Mobile. The remaining customers carry the burden of this through seemingly unnecessary fees and service cuts. I imagine that these “bad” customers account for only 15%-25% of T-Mobile’s customers but they have given the brand a stigma of a “poor man’s carrier” which T-Mobile has done nothing to counteract. The devices are always right on the cusp of being great, but always have one or two major compromises. 

      The customers who are less price sensitive will sign up on Verizon or AT&T to get the iPhone or some other well advertised device and pay $20 more per month–all while calling customer care less than 50% as often as the leeches T-Mobile caters to. I’m not saying that it’s right for good customers to carry the burden of the bad; it’s just simple economics. 

      • tmo doesnt care

        Doesn’t mean they have good customer interactions. I have not only worked for Tmo for 3 years but been a customer for 12…I assure you its strictly the price I stay for. There customer care sucks

    • Sedrufus

      Seriously…alot of tmobile customers are the problem. I will say this tho…tmobile created this customer base by always giving in..so now there is a big monster that cant be satisfied no matter what we do. I am not saying that all customers are terrible but I dont take many calls for real issues or where tmobile made an error of some kind.

  • Frank

    I left T-mobile after almost a decade as a loyal customer.  I should have left sooner.  They used to be a great company but they don’t seem to care about their customers anymore.

  • avirignia

    I work for tmobile, and I can tell you, what customer ask of us to help them, whether is a credit for 1000 dollar because some one on their line goes over it’s minute, or call some random country or downloading 100 third party,  shit download. It’s crazy that they will just want to go some where else, and pay more. we got the best plan in Value plan, Best phone, Best customer, care, Best good looking girls working :) just wanted to add that, cause my team is great. In till JD power comes and work at any retail store, ANY, cause I work for sprint and it wasn’t easy dealing with those customer too. But in till they can come to a store, and see what day by day what we deal with, and situation with got to deal with, where we have to make the decision of crediting money back, or making money for the business, they can’t say anything to me. Businesses are here to make money, so when a customer goes over it’s minute, buy 1000 dollar and then we have to credit that back, than every customer should just go on a 30 dollar plan, go over on text, minute, data, then complain the bill is too high so we credit the money back, and then they say they are not going to do it again. yea right. and that not the only thing I deal with. I can go on for ever :)

  • RisM

    Sadly I started noticing this a few months ago. I’ve been a customer of T-Mobile for 6 years. Up until a few months ago, I had a great love affair with Tmo. Anytime I ever had a problem, no matter what it was, customer service was always able to fix it in 1 phone call and they were the nicest people I ever had to deal with. I talked all my friends and family into switching to Tmo.

    A few months ago I had a problem with my plan, called in to customer service, spoke to someone, and they fixed it. A week or so later I checked myTmobile account online and saw my plan was still not right and I was being overcharged. I called again, and again, they said it was fixed – but in order to fix the problem, I had to be signed up for a new plan which required a 2 year contract. Okay, fine, I had no intention of going anywhere else so no big deal. A month goes by and I see my plan still is not fixed. I call back, again, and again they fix it –  but they have to sign me up for 2 year contract – again. Sigh, okay. As long as it’s fixed. Another month goes by, I see my bill is $350! (I have 1 line, 500 minutes, unlimited text, and 2GB Android Data – nowhere close to what my bill was) I call back -again- and as calmly as I can explain to the rep what has happened and what I need to be done to fix this once and for all. Thankfully, this particular rep got her supervisor involved when she saw the notes on my account that it had been “fixed” several times before and what I was supposed to be getting – and how it clearly showed thats not what I actually had. She was able to properly fix my account and she talked to her supervisor to get me a full month’s credit.

    I was relieved that my issue was finally fixed but the damage was done and I haven’t been happy with them since. Every time I call now, I get someone in the Philippines! I work in a customer service call center for a cable provider and I know how incompetent the reps in the overseas call centers can be, not to mention their lack of personality.’

    I’ll be honest, I’ve been considering leaving for Sprint. I haven’t been able to bring myself to pull the trigger though, at least not yet. After seeing this, I’m actually glad to see that Tmo admits there is a problem and I hope they do fix it. To me, Tmo was perfect and I hope they can be again.

  • GRG

    Just spent 1 1/2 hours with Tmo’s off shore customer service with no success. I have been with T Mobile since the Voice Stream days and the few time I have had to call C.S. it was a 10 min non-event, issue solved.

    I know everyone needs a job but the off shore people only know the script and if you break their routine in all goes south from there.
    T-Mobile,  if you are reading this and you have any thought of what was in the J.D. Powers report and what your C.E.O. has stated about Tmo’s decline, it is fairly simple.

    I say this on bended knee, PLEASE bring your customer service back to the U.S. Two years ago it was great, sure it cost more but what is the churn rate and loss of company image costing you.

    • Anonymous

      girl i spoke to yesterday was in the US. 

  • JD Powers have gained my respect after seeing this. In the past 2 yrs. i’ve been on tmobile, my wife has been on ATT and then Verizon and their service is far far superior to Tmobile.

    Tmobile is basically a money hungry company that want’s to make dime and nickle my mis-information followed my applying extra charges to everyone’s account.  I’ve had this problem 3 times in the last 1 yr. horrible customer service. Worst i’ve ever seen.
    Hopefully i would be going to Verizon or Sprint and get the Galaxy Nexus :)

  • TMOguy

    I really hope this is a joke. If not it clearly illustrates the problem with T-Mobile’s new service model.

    • anty fed

      :-0  Very painful to read.

  • Stan

    They all have mediocre customer service . Thats why I have a EM+ plan . So I don’t have to deal with customer service . 

  • Ric Bur Cor

    Customer service used to be pleasant.  Now I just stay away from calling.

  • Pck7352

    Yeah, I’ve had T-Mobile for over 10 years, still love my Nexus One, and I am still paying the $200 ETF even though I only have 4 months left on contract. I’ve been an analyst for 7 years, T-Mobile is seemingly doing every possible thing to put themselves out of business. Yes, GSM is convenient when I am in Europe, but not as aggravating as weak or no signal in the states. Unless T-Mobile begins a massive push to LTE, they’re going to be left behind and bought out by a regional carrier or end up selling their GSM spectrum for voice usage only to one of the remaining big three carriers for next to nothing. DT will sell T-Mobile to highest bidder once they finish acquiring the break up fee and spectrum from AT&T. Too bad, T-Mobile was great for 8 years, then just stopped investing in new infrastructure and fell behind. Bummer.

    • 2JZ_NOS

      This is exactly how I feel, I’ve been with them for 10+ years as well and in the past 2 years or so, it’s been a nightmare trying to get good customer service.  I am too paying the ETF with about 6 months left on contract.  In the past, they would immediately transfer you to retentions and give you a killer deal on their top devices, but now, it’s just a simple “ok, we’ll cancel your service, anything else we can help you with?” Sad really.

      • PatrickU

        it really is sad. I was even transferred to the “loyalty customer care” didn’t know TMO had a division like this but they were the ones that said “ok, thank you for calling TMO”. It really is sad this company is going down the drain fast. 

    • PatrickU

      I agree. I’ve been with TMO for over 10 years as well and I spoke with customer care yesterday about the ETF and I said I was thinking of leaving TMO because of issues with dropped calls and with no signal in area that had full signal. The rep didn’t do or say anything to help with the situation. She just told me it would be $200 ETF and thank you for calling. What has happened to you TMO!!!???

  • gmail

    Spell check???

  • Anonymous

    Just for thought. Know right off I do not know alot about Verizon, Sprint, etc. This is about T-Mobile. 

     Why did ATT  let T-Mobile think they were going to buy, for HOW long had this been going on, Humm.  Things as such with ANY company can effect morale.  It shouldn’t have been leaked,  But once it was out it  started bothering alot of TM folks.  (I doubt 1st leak was TM.)  I know so many people that switched to ATT when their contracts were up with their TM account & went directly over to ATT because of all the uncertainty & media. Good strategy ATT!  I recognized this the minute I heard TM was Staying TM the other day. I was so glad!Alright, I’m ready for the repercussions. I am a loyal T-Mobile customer and I’ll tell you what, I have not ever called them and had them be rude to me or not taken care of a need I might have had from time to time. It too remember is about how WE the customer treat THEM. Grant it, I’ve called and have had to call right back because I could not understand the person. BUT, T-Mobile does not stand alone at all in outsourced respect, this is  just widespread norm today.I had my first plan initially with Aerial, then it went to Voice Stream, then  to T-Mobile. So, I guess that makes me a customer since the mid to early 90’s.  It’s not a secret there’s always been company and corporation buy outs and mergers right. Red tape, round table agreements, these tweaks go on during the whole process.  When I read the post talking about catering to the poor, I just wanted to throw up. Come on, please. Did she realize with that statement she was equally stating how easy T-Mobile was to work with, and they have a contract just like all the rest. Hello.Obviously alot of people didn’t even have cell phones until years after they had come out, largely due to affordability & coverage. (Whether single or with families, their money obviously had to be delegated to certain needs.) T-Mobile’s great prices helped alot of those folks, so kuddos to T-Mobile. Besides, I was raised not to give up quality, just spend money wisely ). Obviously most of YOU became customers didn’t you? My income has always been a nice one, I am fortunate. I’ll tell you what, I’ve always stayed with them, I Still love my T-Mobile! They are trying very hard to meet needs, at your rhave equests. Think about it. I am wondering how many of you T-Mobile haters are stating it’s been because of customer service, have you tried to take advantage of T-Mobile & call into cust service, even when your problem might be your own doing, trying to get an adjustment & get them to make a change on your bill every time you’ve  turn around. Obviously it does seem you know so much about their customer service. How come I’ve been a customer all these years and I don’t have One complaint, really.  Years back there were  times between 2 phones that our bills were $500.00. But we did it, so we paid it. We didn’t stomp, leave, call cuss @ TM Cust Serv b/c we didn’t want to pay it, or break contract, or have cust service TM have to cut us off b/c of it.  Another thing, we should all know by now, every time a company makes a change especially in the data industry there are going to be tweaks and upgrades for awhile. Just Look at all the computer software &  programs you buy. There are glitches to everything! That’s why there are techs on every street corner! Don’t beat up T-Mobile. Just for the record, in my opinion, AT&T can be the worlds WORST EVER in customer service! They not only have cellular market but home ph, DSL, wifi. I have DSL wifi. They are an old company, but they still send you overseas, they still bill you not your discounted rate you sgned up with, and they will still tell me … just last week again, “even we still don’t have inet U-verse figured out yet”. Pretty bad when your 4 mo old inet won’t stay up, and I have a nice dv73180 entertainment. Thank God for my T-Mobile! (And No I don’t now, nor have I ever worked for T-Mobile, or any family or friends –  that I know of)

    • Sedrufus

      WOW. thank you for saying it. poeple should try being a bit nicer when calling into customer service and please stop saying…”i am a loyal tmobile customer so you should…”

      This was bound to happen. years and years ago tmobile spoiled its customers with whatever they wanted. You could get anyfhing credited as many times as needed, lost or damaged phones would be replaced on tmobils tab, overages again dont worry tmobile would credit them. But now tmobile caught onto the fact its a business and the company cant run like that. Now tmobile runs more like a business which includes making better decisions when it comes to customers like dont credit and give out phones like it xmas just becuase a customer complains enough. tmobile will now learn how to make thier customers happy and run as a business. although its some bad press its actually a great place to revamp what customer service is to tmobile, create a healthy business and move forward.

  • Captcdd

    Hey Google!!!! Opportunity is knocking. You gonna answer? 

  • Surprised?

    Was I the only one that knew this was going to happen? Really?

  • Seems like maybe their new plans to close some CCs and lay off nearly 2000 CSRs are brain-dead stupid. How much does TMO-US CEO make again? Too much. Not that DT is helping any.

  • Kath1027

    I called T Mobile’s customer service and I swear I was speaking to a robot in India.  The robot could not help me or explain an extra $10.00 per month charge I was now receiving.  I had several other issues with t mobile such as several  dropped calls, lack of service, i even received voice mails up to a week later.  This company just pisses me right off.  I am paying for a service which I am not receiving.