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+.

    • 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. 

    • http://twitter.com/WillieFDiazSF William Diaz ?

      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 :(

    • http://twitter.com/CactoesGel Dean Darkblue

      Mighty? LOL

    • http://twitter.com/CactoesGel Dean Darkblue

      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.

    • http://www.facebook.com/Shinakuma George Millhouse

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

      • http://tmonews.com David

        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.

        • http://twitter.com/Lawless_1 Lawless_1

           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.

        • http://twitter.com/Lawless_1 Lawless_1

           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.

      • http://twitter.com/WillieFDiazSF William Diaz ?

        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! 

    • http://twitter.com/WillieFDiazSF William Diaz ?

      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.

  • http://www.facebook.com/Shinakuma George Millhouse

    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.

    • http://profiles.google.com/dianaramadani Diana Ramadani

      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.

      • http://twitter.com/WillieFDiazSF William Diaz ?

        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…

    • http://twitter.com/WillieFDiazSF William Diaz ?

      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

  • http://twitter.com/CactoesGel Dean Darkblue

    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

  • http://twitter.com/WillieFDiazSF William Diaz ?

    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.

  • http://twitter.com/LuvGermanCars Michael Ugarte

    The truth hurts

    • zacamandapio

      And a punch too!!
      :)

  • http://twitter.com/LuvGermanCars Michael Ugarte

    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?

  • http://twitter.com/BigJawnMize Will Wagner

    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