T-Mobile CEO Sends Out Personal Note, Thanks You For Being A Customer

In what can only be attributed to yesterdays disappointing showing by T-Mobile in the JD Power award category for best wireless customer care, Chief Executive Philip Humm has sent (all T-Mobile) customers a “personal note.” I think it’s clear that this statement is a direct response to the customer response popping up online in the last 24 hours regarding T-Mobile’s fourth place showing.

On a side note, I think those of you in the comments who are only pointing fingers at customer service employees are missing what is in my eyes, the big picture. Yes, of course there are bad apples working in customer service for T-Mobile, as there are for every company on earth. However, employees are only as good as the tools they have to work with and the fees, policies, procedures and overall changes in the call centers that took place during 2011 for T-Mobile caused a stark change in call center behavior. The AT&T-takeover game is likely the ultimate culprit here as T-Mobile sought to enact policies that were unlike anything T-Mobile customers were accustomed to. I’m not excusing the notion that employees are responsible for their own actions and overall attitude during a customer service phone call, but I think this JD Power award is a reflection on the policies and procedures that were enacted over the course of the last 12 months and how T-Mobile made the best of a sticky situation.

That being said, I have faith in Humm when he says that “T-Mobile is here, in fighting shape, and we’ll compete aggressively to continue earning your business and meeting your expectations.” Those are brave words for certain and now he’ll have to live up to them.

Thanks Sidekicker for the image!

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  • Ftwebster

    i have been a tmo customer for over 7 years. i recently had fraud perpetrated on my accounts and they would do nothing to help me. the insurance i paid for would do nothing either. so i had to cancel all three lines and now owe over a thousand dollars and cant pay it and so that will down grade my credit score that i spent years to get where it is. thanks tmo.

    • Theshadow

      You do know not paying your tmobile bill doesn’t affect your credit score right? Look into it its true I have friends that have done that plenty of times

  • Earthrazer

    First of all, if he wanted to get our attention, Humm should have done a YouTube video of himself singing the Golden Girls theme for customers. 

    My point, as always, is to quit ignoring customers like myself who would like to see better high end Android sets. Where is the Galaxy Note? The Galaxy Nexus? Hopefully they’ll be on the Galaxy S III by mid summer, but come on…take my money.

    • Danlhall1963

      Guys I have 10 phones with T-Mobile, I have 2 accounts, my wife’s and mine. We have eight children we have been with them for over 5 years. We have full unlimited plans, you would think we could get the phones we want for have price. We shouldn’t be hassled at all.If they can let me wall away then we are in trouble. I hope not I hope they put in the time with customer service staff to learn to escalate curtain issues.
      They have to set some type of benefits for customers 5 years and more to make customer base solid.

  • Dlehrke

    They are aggressively chasing our business away. Cutting mobile roaming is a huge deal. The few times I travel, I rely heavily on my phone. I don’t understand why I would lose a service and still pay the same per month.

    • Danlhall1963

      Ok, yeah that is a hard one to swallow. Issues like this is one is large but so large all carriers are faced with it.

  • Recon61

    I never got a personal letter

  • Raajank

    Simple as this Tmobile doesn’t care about long time customers. I can tell you this because it came from the mouth of the top of all Tmobile. I quote Gabe from the Executive Customer Relations “It is harder to bring new customers than to keep them”. I had numerous issues with crappy phones  HD2, and G2. I put up with Tmobile 2 years with non working phones. I pay my bill which is over $120 a month for one line! Always paid on time never took any discounts just paid my bill. I bought phones from Tmobile with no contract at full price. Then ran into issues with HD2 and I was given for the first time in two years free phone with contract because of the issues with the HD2. I was given an G2 that was defective and was replaced with a refurbished one that worked halfway. It was not refurbished properly with no liquid damage indicator. I put up with it for one year and finally the phone started to overheat and died. I am left with no phone. I borrowed a friends old phone. I try to replace the phone under warranty told too bad pay 400 dollars. I offer to negotiate and pay half the cost and meet me halfway. They refuse I escalate it to their Office of the President aka Executive Customer Relations. They refused to help. They tried to just give me 100 dollar credit and then I filed BBB complaint for all the issues with rude CSRs and supervisors that hung up on me. They called back and then tell me that the 100 dollar credit came with a two year agreement! I filed another BBB complaint they apologized and removed the contract. I say just cancel my account with no early cancellation fee due to the numerous issues and take your 100 dollar credit back and I will pay the months bill. They say no and now I just wait until I find a better with another carrier that actually wants my business. I will leave Tmobile with or without ECF. 

    • The Fallen

      I hear what your saying but I had a very similar experience with Sprint. The truth is, there are customers with Every Carrier who have these same complaints. Bought a buggy phone, had issues, company did nothings…etc.

      Not defending T-mo here, but honestly I’ve used every major carrier except VZ, maybe VZ is better.

    • http://www.joshrobertnay.com/ Respawn

       That’s an experience with any carrier in the US. The US Telecom industry is like US politics. They’re all out to screw you, just some more gently than others.

    • Anonymous

      Just an FYI Gabe in Executive Customer Relations was not the “top of all tmobile.” That department is located in a call center and the reps in that department are just former floor supervisors and other reps that did not want to take phone calls any more. They are hourly employees and while they may have a little more authority than some other reps, they are certainly not the top of the T-Mobile food chain.

    • Kenron

      Raajank goes onto every tmobile article to bitch and moan. I think he works for AT&T and is still VERY butt hurt about the merger.

  • wow

    thats the same thing that has been said since before the merger…..i can read between the lines…..it is as if a robot wrote that letter….Those were the initiatives to keep tmo growing…..launch 25 4g handsets before the end of 2011…..increase 4g footprint….value plans…..he didnt say much besides what was already said a while back….this is disappointing. 

  • Nearmsp

    If I was  a CEO, I would spend a weekend personally reading the BBB blogs, Tmonews blogs and Tmobile forums. I would read about the frustration of customers who have been with T-mobile for many years. The first thing I would realize is that the trust between Tmo and customers is gone due to loss of integrity. I would also recognize that it will take many years to get the trust back. A deal or two or a letter is not going to make much difference. Sprint lost customers for 4 years before they could stop the bleed due to similar reasons as T-mobile. I would then put a senior VP to work with Apple to get the iPhone. I would also sign reciprocal deals with AT&T to share spectrum. I would also spend some money to expand quality and coverage of 4G. Think of the frustration customers feel when the see advertisements touting 4G speeds when all they get is 1-2 Mb/s. I live in the northern suburbs of Minneapolis, and 4G does not exist here. 

    What T-mobile lost in 2 years (JD Power ranking) may take 5 or more years of hard work to get back. A letter from the CEO is a good start.

    • Anonymous

      The truth is that they likely do.  A few of the executives i work with have admitted scouring the web for news and opinions of the stuff we do.  

      I just think the guys hands are tied.  He is limited by what he can do with DT’s resources.

      You’d be surprised at how aware many execs are of how things are going be it good or bad.  They do what they have to in order to rake in the most revenue and do it as cheaply as possible.  

      your lack of 3g / 4g is likely due to spectral limits, Their crappy AWS may not have a licence to operate up there, or they feel there is no sufficient customer demand to enable that service in your neck of the woods.  It’s likely they can put the service there but its just not worth it.    

      They are probably being more conservative about funding new cell sites and having to build out structures now that they are considering selling their towers and sites.  

      good customer service sometimes can come at a cost of fixing mistakes, and we all know how mistakes tend to cost more to fix than anything else.  Right now, i doubt they have the fluid cash to just make everything better, they are going to do it day by day.

      • http://twitter.com/RudyFlyer4 CJ

        I agree! I believe MOST CEO’s are very hard working and stress over the little things. The problem could come when you go to implement something. I believe T-Mobile reads Forums, Facebook and Twitter posts. I  think one problem could be the power of Verizon and ATT. They really need to find a way to even the playing field that is getting the Google Phone (Nexus galaxy), the Iphone and a High end Nokia windows phone.   think T-Mobile will be in good shape in a year but they just have a lot of work to get done.

        • Anonymous

          The problem if you really look at it is that t-mobile was “ok” taking the back seat 6-7 years ago and because they weren’t aggressive or weren’t in the position to be aggressive they lost out on “premium” brand wireless subscribers.  They’ve always been disadvantaged if you really think about it.  There is nothing wrong with that as long as you have the business strategy and the consistency to persevere.   I don’t think the current executives have the resources, will, or ability to do that.  Even if they keep the T-mobile name somehow (unlikely), a big change still needs to happen.  Call me negative but t-mobile needs to fold to build itself back up again.  DT is holding this company back.  I’ve said this countless of times, and unless something happens this company is just in a position to tread water.  

          Even in the break up with AT&T, the spectrum AT&T gave them was just patching holes in an already disadvantage infastructure.  LTE is very real on their larger copmetitors and sprint is already safeguarding a real, feasible plan to build out LTE.  Now that they are in bed with Apple, they are raking in cash at the expense of T-mobile.  

          T-mobile is in the middle of that battle field in a war being fought with heavy artillery.  

          You have the little guys like regional carriers and the prepaid guys on one side of the field 

          and then you have big blue, big red, and big yella, on the other side.  T-mobile is right in the middle and getting hit from all sides.

          They are in a position where they simply have the most to lose and their good customers defect to the big guys, and the high risk guys always have the smaller, prepaid guys to fall back on.

          T-mobiles weapons of supposed 4G, bargain plans, and alleged amazing customer service are like bringing a knife to a gun fight when they big guys already have LTE, iPhone, better droid phones and droid exclusives, expansive broadband netowrks, and not to mention huge enterprise support that are much larger than T-Mobiles.

          To the type of consumer customer that T-mobile wants, it’s clear that there are advantages to paying 20-30 more a month with the bigger guys and that’s the problem!!!!

          T-mobile screams value, and not premium.  This image needs to change if its going to gain traction back.  They need to roll out better service, change their game plan, and lose the high risk / high churn customers that call t-mobile their wireless carrier.  

          I hate to say it but i don’t see many working professionals in the boston or NYC area using t-mobile.  They have vzw or att and sometimes i see sprint… That’s sad, there is no reason they can’t get in there and be as commonly used by white collar workers.  

          I attend countless meetings throughout the week for my company and meet new people i’ve never seen before every week.  One thing i’ve tried to take note of is who is using which carrier?  Hands down its a tie imo between at&t and vzw and maybe 15% or so have sprint, never do i see t-mobile and i find it unfortunate. 

          I think it’ll take more than a year, but thats just me.  I could be proven wrong and magically these guys will get their heads out of their butts, but one can only hope.

        • Silk7412

          sorry to say but the galaxy nexus is not a pure google phone thanks to sammy.
          Just wait and see. In about a year the problems will show them elses. I’m tell people to wait for the non-sammy nexus!!!

      • Danlhall1963

        True all of this that have been spoken but people, what is going to give T-Mobile the revenue that they need without having to raise prices? We must build a wider customer base with what we have to work with right now.
        Upgrading our phones for one thing is expensive but people want to it. Everyone can’t fork over one lump sum, the idea in breaking it down in there payments is great.

        • Anonymous

          have DT sell to venture capitalists, and let them do an I.P.O to raise money to do what they need.

          Say what you want about venture capitalists, but they sure know how make money from nothing.  

  • JayeeDior12

    Instead of always trying to increase ” 4G ” speeds, they should be working on improving coverage where 3G DOESN’T even exist…b/c im still on 2G w/my horrible G2X.

    • Danlhall1963

      I was in your same situation, matter of fact, after I dropped Sprint and moved over to T-Mobile. My area was so bad that the sales person at T-Mobile said “If you can’t receive calls, bring your phone back and I will refund your money”. I was so excited because I got a black Razor at that time but from home I could barely get 1bar. One day, I was calling in to make a change to my account and the customer service persom asked me just before hanging up, “was there anything else she could help me with”. I told her with a defeated voice, “I wish I could get more than one bar on my phone”. She told me to please hold. She came back and verified my address and told me that technicians are going to survey my area. Man about a month later I had 4 bars. I think we should put in complaints about curtain areas, if we want something done about it.

  • Goliaththegreat

      The Roaming terms where changed because this cost us more then 200
    Million to upkeep said Data, and about only .3% of users will be
    effected by the Data Service terms. This will save us $87 Million this
    Calendar year and $100+ Next year, also the Tower Sale, and other things
    are helping us Raise alot of money. This will allow us to spread out
    Spectrum.. And to get the Phones that you guys want. As Far as the
    iPhone…. We could get it the iPhone 5 hat is.. however we may pass due
    to cost… Better Phones out there. Plus we DO NOT MAKE MONEY ON PHONES
    LIKE OTHER COMPANIES HAVE TO.. we make 100% profit off of services. Yes
    Sprint Got the stupid iPhone and alot of people signed up with them….
    however did they make money on it. The answer is no, Sprint won’t make
    money on that iPhone investment for about 2 years iPhone 5 not
    included… thats if they don’t run out Cash by then…Also the IVR will be changed to be much better very very soon.

    Also Alto of the policy changes that where made where done to keep the
    company afloat….and to customer abuse..(Such as you ther customer
    calling to scam on the 3 exchanges within 90’s for “Free” upgrade
    alternate exchange.. that’s Over with.. your phone is messed up YOU WILL
    HAVE TO PROVE IT by SIMPLE troubleshooting now, and that’s NOT a lot to
    ask of )..and to be honest we have been giving out the farm for so long
    its sad… however there was a betterway of locking up the “Shed”….
    Upper management is know starting to understand that this isn’t Europe
    where you change stuff and people go with it… Alot of that Old TMO is
    coming back… and supposedly, better mainstream marketing aswell… 
    Thats all for now

    • Dpro

      Once again like in recent days a T Mobile hack troll has come in and tried to blame a lot of the problems on the customer.
      My reply is first off you are correct on the data roaming. Its not a big deal except it will save T Mobile money and probably only effect a few.
      The Tower selling is a good thing as well.
      Now lets move on to were you start spouting nonsense. Many customers of have left because they wanted an Iphone and you like customer reps on the phone are still singing the song about better phones so you don’t need it. Do you own an Iphone? Have you really spent time with one? Most likely not.
      Its one of the smoothest efficiently working Smart Phones out there next to Windows Phone 7’s .
      There is a reason people want it. That is a customer base T Mobile could have. T Mobile is not Sprint and comparing Sprints situation with the Iphone shows you may not know as much about T Mobile on the financial side.
      T Mobile while needing money to expand is not losing money at the rate Sprint was. It is losing customers which could put it in a money losing position but as far as I know as of yet it is not.
      On top of that T Mobile is making profits and it is the most profitable arm of the telecom business that DT currently owns. If DT was not concerned about loses  in their home market and injected some effort into T Mobile USA it could go a long away towards making them the cash they need to fix their home market situation in my opinion.

      In that effect getting the Iphone would cut down on churn big time which would translate to increased profitability.
      Face it you cannot be the #4 carrier in the U.S. with the other three carrying such a popular device and you not without having it take a toll on your potential profitability and the bottom line.

      Oh and lets talk about this so called customer abuse thing that all the I work for T Mobile T Mobile hacks have been ranting on about in the last few days.
      I owned own of those piece of craps phones that kept on having problems and T Mobile knew it had problems. I had to exchange it 3 times in less than a year of ownership. Each time I got a replacement phone the same problems propped up.
      It was a combination of A: possible defective hardware B: an operating system that the hardware could never handle properly and C all of the above.
      Now is this T Mobiles fault? In a sense for letting it go on and knowing it was problem yes.
      You cannot tie a customer into a 2 year contract on a device that does not even function properly as described without having them upset.
      Is this customer abuse? No this is abuse of the customer.  Fact is T Mobile finally replaced my phone with another phone that actually worked. It only took 3 exchanges and several phone calls. Oh and yes we went through all the trouble shooting. Now I am not the only one with this issue and their are many others here who genuinely had honest to god problems.

      It is rude and a slap in the face for you to come here and claim the customers were taking advantage of the system. That is an assumption at best on your part.

      Oh and if you want to blame someone else? Go look at Google and the fragmented way they have allowed Android to be implemented. With no guidelines up till recently on hardware requirements.  Allowing manufacturers to run bloatware that bogged the phones down and then allowing them to use underpowered processors( until recently) and put out barely beta tested devices.

      Now on T Mobiles part, T Mobile could have done a better job handling these phones. They did not do the best and with 2 year contracts. They put themselves in the position of having to because they were representing the fact that your phone would indeed function correctly and properly for at least 2 years.

      Oh and this is not a T Mobile only issue, I have seen the same thing happening with some of the Android handsets on Verizon and AT&T and Sprint. I have watched Verizon customers I know go through the exact same process. Except Verizon took care of them and did not try to cry customer abuse because they knew it was an issue and took responsibility it for it. Maybe you should stop trying to make excuses for T Mobiles mistakes.

      • Concerned

        Thank you! As a tech care rep I have seen this first-hand. Bloatware with memory leaks causing random restarts; terrible, cut-rate hardware issues being touted as “most likely user error”; Visual Voicemail just sucking in general, and a lot more. The simple fact is this, android is a nightmare right now especially if you’re not buying a flagship phone. The updates are slow and often do NOT resolve the issues they were supposed to, if the most annoying issues are even addressed at all. 

        It really is customer abuse, could you imagine a big-box retailer asking you to reset your TV and test it for three days without plugging in your DVD player to make sure it’s okay?! The fact is that the carrier makes their margin on the phone, and really doesn’t care that the user experience is poor, inconsistent or frustrating, they actually have it in the T&C that they are not responsible for handset performance, talk about having your cake and eating it, too.

        This leaves the user experience, sadly, to the manufacturers who have a genuine interest in you wanting a new phone as often as possible. The absurd OMGQUADCORE stat race android has right now proves this but does absolutely nothing for the end user who wants a working phone. So, if you want a phone on solid, consistent hardware that works without you having to dig into it and maintain it like an early 80’s sports car, you have one real choice.Is the iPhone perfect, of course not. iOS has it’s flaws but for the most part, when you buy an iPhone, ANY iPhone, you know the basic quality of the build and you know the software works. Good ****ing luck with that on android, WM or BB. Apple kicked their asses before anyone else knew there was a race because they STARTED with a focus on the user.

        As a disclaimer, I am an android user and I love my phone, but I also had to remove the original operating system to obtain decent performance. I am also aware that Apple has an interest in you upgrading early and often, etc. You can call me a fanboy if you like, but ultimately I am a fan of the customer. If my parents went in to buy smartphones and I couldn’t be there, who would be looking out for them?

    • Concerned

      I feel like I have to address the inaccurate information here. Sorry if this comes across as condescending or whatever, we’re on the same team and at the end of the day, I want you and I to know that our company has a bright future.

      1) We spent roughly 400 million last year on Domestic Data Roaming, and the change is projected to *negatively* impact .3% of our customers. (90,000-ish) This means that the projected savings of 87,000,000 dollars is coming in at almost 1k per person per year. I find this math questionable, but don’t have real access to the numbers, so I won’t say it’s wrong.

      2) We make plenty of margin on our handsets and so do the other carriers, if anything we are MORE reliant on that margin due to our smaller customer base and lower-cost plans. It costs us and VZW the same amount to maintain a tower, but they have 3 customers paying in for every one we have, so they have more liquidity and thus more flexibility.

      3) Sprint is paying through their teeth to get the iPhone, and the idea (just like the other carriers doing the exact same thing) is that they will make more in the long run by selling more high-margin data plans and associated services. Yes, it cost them an arm and a leg this year, just like VZW but they will be better off for it later. In the meantime, they still have two subscribers for each one of ours and make more on rate plans, so they can manage.

      4) Customer abuse of our alternates and multiples is a real thing, I have no doubt about it. You know who I see abusing alternates the majority of the time? Employees. You see something like the mytouch 4g being set up for alternates on the 4g slide and bam, within two days, you’ve done several employee exchanges for that phone with “all the troubleshooting already done.” I’m not saying that you or I do this, but the majority of the cases where I just don’t believe the customer, that customer is on an employee account.

      5) Alternate exchanges and multiples often side-grade or even downgrade the phone in the process. Cliq -> Comet; Mytouch 4g slide -> Sidekick 4g etc.

      I hope you’re right about the old T-Mo coming back, the US loves a spunky underdog and we were the value leader, but being cheaper is not always value in and of itself. We need to focus on doing what’s right for the customer again, focus on getting the little things right, things like Visual Voicemail working, rather than investing our time in an MP3 store no one will ever use, or PHP sales.

  • Danlhall1963

    I love t-mobile,they have been through so many changes and they are still here.
    l like the fact that they think out of the box unlike thier competition. Like breaking down charges into monthly payments for upgrades, sheer genius. You are building your loyalty and customer base with ideas like this. If we can bring IPhone into the t-mobile family I think T-mobile will then explode into the biggest threat of all.
    Thank you for listening, Dan’l Hall from my T-Mobile Samsung Galaxy S 4g, soon to be S2 I bid the T-Mobile team Victorious Day!

    • Taddaugherty25

      I think t mobile is the best cellular company! I have had service with all 4 major networks. Sprint is a money hungry joke Verizon not much better. Are things bad with t mobile right now yes but I’m staying because the grass is not greener on the other side people.

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

    I’ve been a customer for 12 years, since the VoiceStream days.  I did not receive any such note.  I guess I’m just not valued enough.  Coincidentally, I had a huge bust-up with TMO yesterday though.  I’m giving them a chance to fix it – hopefully they can restore my faith in what they used to be.

    • Naomie Campbell

      You just read the note, and the letter was just released. Little anxious for the instant gratification are we?

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

        Perhaps I misunderstood the article then.  I interpreted it to mean that T-Mobile had emailed this to all customers, and I have received no email.  If that assumption is wrong, and it’s just a note on the website instead, then fair enough.

      • Anonymous

        stop fighting, you guys are intenret family with the same last screen name!!!

        Its more a tragedy than anything else :-(

  • prepaid only anyone

    We aren’t going to use the billions from attant. We are going to have the customer service bear the brunt of getting capitol back into the business. We may look like rim but hopefully we can find a suitor before i am ran out or make things worse. Thanks for the outpouring on keeping us independent now  i guess you will have to pay for it, but not with my free money i just received.

    • naomie campbell

      All right negative Nancy, Why do people like you have to put a negative spin on everything, please spread you disease somewhere alse

      • Tbyrne

        Because they need someone or something to blame for their miserable failures in life naomie.

        • Anonymous

          hey….. i need you when i point out T-mobile’s miserable failures, but you’re still my frenemy and you definitely internet love me!!!!!

          You even call me “gouvy”!!!!  and i call you “Byrnie”.  I mean seriously… how much more internet man-crushing can we have here???

          It’s like an online bromance jersey shore style.  You are totally my DUDE.  Unless you are a chick, which I never really took into consideration but i’m sure you would have definitely corrected me by now on that one.

        • Tbyrne

          It’s more of a love/hate relationship dontcha think? I mean, come on, you hate me, you love me, you hate me, you love me. I’m so confused. As far as being an inee or an outee, you left out hermaphrodite. Why not have the best of both worlds, right gouvy?

        • Anonymous

          It’s interesting that as i read this in my office, “mona lisas and mad hatters” starts to play on my ipod dock.  

          “i thank the lord there’s people out there like you” is a lyric snippet that makes me think of you.  

          and this is the part that really makes me think of you and your blind love of all telecommunication things magenta colored:

          “for unless they see the sky, 
          and they can’t and this is why,
          they know now if its dark out or light”

          behhhh behhh behh !! 

          jk, i couldn’t help my internet immaturity,… i still love you byrnie.

          I’m the mad hatter, and you are my mona lisa ! and tmonews is our Spanish Harlem in New York ity.

          Our dynamic relationship is clearly defined by an Elton John song.

      • Anonymous

        I think it’s because she’s venting!

  • tanya dupuy

    I think the writer of the article is missing the point – when someone robs you –  you don’t like that company

    You don’t take some ‘big picture’ view the compartmentalizes the fraud, and then find a way to still excuse the company.

    And any event, even the big picture view is bad – that’s the whole point of the JD Powers survey.

    I’ve been a good customer for  years – I just pay my 100+ dollar bill every month – I barely use the service too, because I just like the idea of unlimited service.

    So, for years I pay – cause no support calls, and one day my wife drops the phone in the water and I call customer service to see what we can do.

    That event – of calling customer service (lets face it they are salespeople first, and customer service reps second)….gave me a whole new view of tmobile that I never experienced before and unfortunately – all bad.

    But look, I’m writing today to update because I found new information.  When I called in customer service – that very phone call where I bought the phone – I found out thats when they slammed through the plan changes.   It was that phone call – that very rep. that told me I could keep my old plan – that was the rep that changed the plan.

    I found this out, because their is an account activity tab in the mytmobile website, so I was able to get the timeline of events.

    Now that was the ‘one bad apple’ (except there are many bad apples – not one.

    After I returned the phones – tmobile took 3 days to reactivate my original phone (3 days without sevice), and they told me they will take a full month to return my money – 30 days they give themselves.

    And that my friends – is corporate policy.  They can activate a new phone in 20 minutes, but take 3 days to re-activate an old phone.  They can sell you a new phone in minutes, but take 30 days, to credit a return.

    And the reason couldn’t be more obvious – they are geared towards doing one thing, and not towards good customer service.  

  • tanya dupuy

    p.s. just to clarify one point – they did re-activate the phone after 3 days – but not automatically.

    I had to call them multiple times for 3 days.  The guy that finally re-activated the phone – mentioned that the re-activation request had never been placed.  He was the *first* rep to actually put in the request. LOL, absurd.

    After this guy actually put in the request – the phone was re-activated only 4 hours later.

    All of them  – all of the people I talked to behaved like salespeople – even the good one, he tried to sell me a text messaging plan and a warranty.

    He didn’t try to sell me a phone, because he thought I had just bought new phones.

    None of them even understood that I had returned the phones because of the attempted fraud.

    And after I explained it to him, he said he was also putting in some paperwork related to returning the phones – LOL – I had returned the phones days earlier, and they have already received the phones at the warehouse – and he’s just now putting in the paperwork?

     on the day that I called to return the phones – I called twice, once to ask how to return the phones – the rep misinformed me that there was UPS return form in the original package…and a second time to tell them there was no return UPS form, and to get the address to mail the phone back – neither of those 2 reps made any note that I was returning the two phones…apparently the one good guy I talked to, has done it now….hopefully that’s helpful, but who knows.

    You haven’t seen upset yet – wait till they lose my return, don’t credit my account, don’t undo the contract extension – the rest of the nonsense I now expect from these people.

    What a nightmare.  Lesson learned, don’t deal with tmobile phone support.

    Buy a phone from a store, where you can return it.  And for me, don’t enter into contracts.   I plan to go to Virgin Mobile.  I’ll just buy a phone from a store, pay month to month.  That’s much less complicated.

    • Anonymous

      Buy a phone on ebay and use their prepaid monthly service?? it seems reasonable enough and as much as I dislike modern T-mobile, i’m sure you’ll get better service them from the big Virgin.

  • Anonymous

    Too little Too late, tmo sucks!  

    • naomie campbell

      God forbid Tmobile release a positive statement promising to improve;. That would be terrible. Is your life really so.miserable that you must only focus on the negative

      • Anonymous

        It speaks volumes when a letter like this is even written and actually sent out to the masses.  

        It’s hard for the recipients to remain positive and optimistic behind the true intentions of the letter.

        Also the likelihood for change isn’t likely at all any time soon.  As long as they continue to function from a disadvantaged spot it will continue to be problematic for big mama magenta.  

  • Hendo45

    I refuse to read his bull shit. Two days ago I attempted to start the process to have one of my phone lines shut off using my military deployment orders so that it wouldn’t cost me the early cancelation fee.  It turned into a yelling match between the following, Two customer care reps, One cancellations department rep, One customer loyalty rep, and then Phillip Humms secretary. His secretary that pissed me off told flat out that the presidents job is not to fix customer related issues. I’m sorry but every one that works for T-mobile works for their customers. I called customer loyalty yesterday and had the best service I have had in years it was like a whole new world with them. However I should have never got the treatment that I received the other day.

    • Naomie Campbell

      Um. Humm’s secretary? I fail to understand why people make stuff up to sound like the victim. You are a liar. Dishonest, and you should be ashamed of your self. You should probably amend your story and reveal what actually happened. Lest you stain the name of our service members!

      • Guest

        he probably just emailed them so it’s possible. Besides, I’m sure Humm and the other chiefs have a ton of assistants and secretaries. Plus, their system automatically sorts emails and give autoresponses based on the subject. I’m wouldn’t dismiss it totally…

      • http://twitter.com/robsleezy Rob Sleezy

         You’re a moron, and you can reach out to them, the number is on the internet, and its the same thing with AT&T, if you email the CEO’s email address, it goes directly to the Executive Escalations Department. So please don’t try and run your mouth when you clearly are not in the know and IF you work for T-Mobile let me make it very clear, we pay our bills, you get paid by us, you work for us, we own you. Get that in your head, do you understand now, that’s why its called customer service. Don’t you dare talk down to your customer, learn your place. @Hendo do yourself a favor, because T-Mobile is stupid and they ask you to sign a contract every-time you change your rate plan, change it, by law every-time you sign a contract you have a 30 days buyers remorse policy, then port the number and burn them. It’s their fault they didn’t account for that, and I used to be an Account Development Rep for them I’m more than happy to throw them under the bus.

        • Anonymous

          Well if you emailed executive relations or the email on the website you weren’t talking to Humm’s sectetary. Those emails go to an offline department in a call center located in a totally different state than the main corporate office where hourly employees send out form letters and emails representing the office of the president (I used to work for Tmobile)and honestly they care less than one you talk to on the phone

        • Joe

          Nobody owns anyone. You’re disgusting.

        • http://tmonews.com David

          That’s enough boys…you can argue without calling each other names.

        • Naomi Campbell

          I don’t work for them, I just know when someone is being less than honest. If he was a real victim, he wouldn’t be leaving out details. His story has drama, and creative license written all over it.

  • Vim

    Actions speak louder than words.

  • SnittyKitty

    We’ve been with T-Mobile for almost 15 years; it’s never been this bad until the past two years.  We all know the bottom line is making money…making a profit…but outsourcing customer service and needing an act of God to talk to tech support…Tier 1, 2 & 3 and telling me what wouldn’t work knowing damn well it did work…why?  And why I have read time and time again about AT&T’s customer service; I’ve yet to have a bad experience with them…I’m not implying I won’t in the future but to date; excellent thus far.  My wish list is for T-Mobile and AT&T share their GSM towers with each other and that includes EDGE not just whatever flies for 3G/4G and had T-Mobile done that for us who happen to live in the woods, two of our lines would still be with them today.  It was stunning to watch T-Mobile’s parent company put all of us through this and not blink once doing it.  I blame this environment we all live in today…At least when your bank is gobbled up by a bigger fish we can at least know it’s the same folks on the other side of the window; T-Mobile outsourcing their customer service was the beginning of the end.  It’s always my favorite question; what does it matter how I use my data bucket up to 2 gigs?  What about customers who don’t use their allotment of data; are they refunded the difference?  Charge everybody whatever the cost of 2 gigs is by 2 gigs itself and from the 1st bit forward everybody pays the same so if 2 gigs is $10, 4 gigs is $20.  All I have read of late is data, data, data.  There was a time they were begging us to try what then was called Unlimited T-Zones…it’s a damn shame too.

  • wow

    Humm needs to step down immediately!!!! He is a joke, barley speaks English and doesn’t know a difference between a 4″ size screen and a 4.52″ screen….If he saw the vibrant he would probably think it is the GS2…..They should put him on a commercial like dan hesse and have him talk about how he is going to bring tmobile into the game so everyone can laugh when they hear him sound like Arnold schwartznager. 

    • Glendacwa7011

      and you can’t even spell barely or Schwarzenegger

      • Anonymous

        yeah, that made me think of beer and the terminator.

  • CliffordBush

    I thank that if he mean on what He say bout why say the words stick together and sale your t-mobile USA. To at&t if you do this that not sticking together. You should do what you say if you din’t mean it. But every thang is every th theang.But I like the new way that your doing whither it but t-mobile shouldl get the iphone

  • Anonymous

    I’m a T mobile customer since 05 and I didn’t get that email.. Well I don’t want it anyways especially after you screwed me over out of my (true unlimited data plan!!)

    • Cantan7

      Customer since 04 and I did not get that email either! Can’t wait until my contract is up. -__-

  • http://www.heartinsanfrancisco.com/raa.htm ItsMichaelNotMike

    Today’s news makes this message look rather pathetic.

    How long have I been talking about a prepaid iPhone coming out, over a year now. And I said in December 2011 that a prepaid iPhone might save T-Mobile. (I may have pulled down that comment because it had my name in it and there was someone who thought it a nice idea to post slander. Otherwise, the Site owner pulled down the defamatory comments. Thank you TMoNews and David for doing that. I digress).

    Anyway, Humm obviously knows where the industry is going, as well as all captains at each carrier. As I keep saying, prepaid will take over post-paid and become the predominate service, by 2013.

    I also said that besides the economy and customer service driving the direction a carrier goes, that getting the PREPAID iPhone would be the next BIG event, so it was incumbent on T-Mobile (read Herr Humm) to get it. A prepaid iPhone, I said, would make the national news.

    Well I don’t know what happened behind the scenes, but it has just been announced that Straight Talk through Wal-Mart is coming out with a $45 unlimited prepaid SIM that will work in any GSM including the iPhone. So Straight Talk is getting the new prepaid iPhone, NOT T-Mobile.

    This is what matters, IMO. So messages like this, no matter how heartfelt, will be falling on deaf ears.

    Think about it. TMOUS competitors:

    Have the iPhone;

    Lower priced plans (Forbes and others say the price will be $45 unlimited everything);

    Better customer service; And

    Now the prepaid iPhone.

    OK, this is all my opinion so feel free to argue against each point, but IMO in 2012 forward I don’t see how T-Mobile remains relevant.

    (Note: even MetroPCS suffered a huge hit on its stock buy recommendation on this news.)

    Bonus Comment: The SIM will work in ANY iPhone from past days. So this is going to change the makeup of the U.S. wireless industry, IMO.

    Maybe some carriers will get their act together. No wonder Deutsche Telekom wanted out of the U.S.

    • Anonymous

      I’m going to kindly disagree with you just because that by 2013 most people will still be on contract on most major carriers.  Though prepaid may eventually take over, the modern consumer market seems to do well and has adapted the contract based service as the norm.  Also, carriers have way no much incentive to push this over prepaid.  

      Your ideas are hopeful but not very probably imo. 

      Furthermore, Humm does NOT know where the industry is going clearly.  Besides, he doesn’t need to know when he has DT really calling major shots.  Until the company currently known as T-Mobile USA frees themselves from the DT ball and chain there is no chance of truly thriving the way they could independently.

      • http://www.heartinsanfrancisco.com/raa.htm ItsMichaelNotMike

        Excellent points and well said. We should be like Romney and bet on which way things go. :)

        I continue to opine that in this tanked economy that the wireless industry in the U.S. is hurting, really hurting. Gone are the days of consumers buying phones no matter the cost, simply because the iPhone, for example, was cool to own and the must-have device.

        Starting in 2011 have become aware of the true cost of owning a phone (cost of phone plus 24 months service, plus overage charges, taxes and fees). Prepaid’s $45 to $50 monthly (taxes and fees included) is very simple to understand compared to AT&T, for example, charging $90 monthly (taxes and fees NOT included) for 450 talk minutes and 3GB data. (This was Wireless Week’s February 6 example).

        Prepaid’s new ability to use any iPhone (via a prepaid SIM), no 24 month contracts, and the debut of a prepaid iPhone (this year I assume) are simply too tempting to ignore when most wireless customers are living payday to payday.

        I agree that carriers have no incentive to push this, but as some articles said today, by 2013 (IMO) they will not have a choice but to jump on board the prepaid train, as millions of struggling consumers opt for prepaids’ new (and I think attractive) wares and services.

        To be sure, the top four carriers would prefer to keep all this secret: prepaid’s Android-based handsets, iPhones and eventually a unique prepaid iPhone, and low priced services (with NO overage charges). Sprint is on board with this, as indicated by its gobbling up and continue operating prepaid companies.

        What I meant to say, but failed to communicate well, as an industry captain I have no doubt Humm is aware about what is going on in the U.S. wireless industry. In fact, I think he has lobbied for the prepaid iPhone, but he couldn’t get it. Instead, the iPhone-capable SIM is going to Straight Talk (a move I expect disappointed Humm, but maybe it was a foregone conclusion that a prepaid iPhone was not going to hit TMOUS’ shelves.

        Because of all this, IMO this evidences the lack of sincerity of Humm’s message. As some say in here, money and hardware are what matter to customers. And of course, IMO customer service can go a long way to address deficiencies TMOUS has in these areas.

        Instead of sending these kinds of messages to customers, Humm (if he was concerned about TMOUS, which I don’t think he is) would give people reasons to sign up with T-Mobile and to remain loyal.

        • Anonymous

          I still find it hard to believe that such a thing would occur, especially so soon.  Lets consider how many people are on family plans and it would possible cost many people more money.  Most importantly, lets not forget the business / enterprise market.  This would put the wireless market in a touch spot with the large fleets of business plans that are out there.  Though the consumer market is where it’s at in hard revenue, the business market plays a huge role in the bottom line.

          I’m not sure if the articles you linked to mention that or cover that basis somehow, however i don’t presently have time to read them.  I’m still holding firm on my stance that it just wan’t happen as soon as you and forbes believe it may… if at all.  

      • http://www.heartinsanfrancisco.com/raa.htm ItsMichaelNotMike

         Here is what Wireless Week said:

        And Forbes:

  • Kerry

    I hope this is true, I really really do.  That T-Mobile is back in the game and ready to forge a new path forward.  Righting wrongs of the past 12 months, making amends with its customers, and becoming #1 in customer service again.  But reading this from Phillip Humm doesn’t leave me with warm fuzzies.

    Wasn’t it about this time last year that Humm released a statement saying that T-Mobile wasn’t for sale.  T-Mo News had some great info on T-Mobiles roadmap to expanded coverage, faster HSPA+ rollouts and a view into LTE?  I remember being so hopeful and happy to see T-Mobile had a path, a plan, and things were coming together. Then the AT&T bomb was dropped and the biological waste came in contact with the circulation apparatus in the ceiling.

    So a note from Mr. Humm doesn’t instill a whole lot of confidence with that track record.  Sure its possible that what he says is really the intent of he and T-Mobiles managers.  That he meant what he said before but as in life things just changed etc.  But it doesn’t feel that way.  Time will tell though… but sadly the past 12 months of transition has cost T-Mobile many good people.  People that were asked to leave seemingly before the merger took place.  People with years of experience helping T-Mobile grow by adding customers, people who cared about their customers and their business. (I had a good friend that worked for T-Mobile that no longer works there).

    So T-Mobile, I do hope you are back.  Your Stakeholders (customers, employees, investors, & communities) deserve the best you can give, and you haven’t given your best in quite some time.  Actions speak louder than words…so we are waiting.

  • Wcassaday

    T-Mobile’s customer service went to hell when they shipped it overseas and they can no longer support the call volume. 

    I worked for them for 4 years and am sad to see how bad they have become since 2008 when they internalized all of their quality assurance in customer service.

  • Taharvey Davis

    I didnt get this, was it directed to everyone? email or text?

  • Gabriel Martin

    People, I made my account just to tell you my story.I was one of the most vocal subscriber here in Austin, Texas.Last year – 2011 (whole year) I called them more than 20 times (always waiting for 30 minutes till 2 hours before a human being will answer me – chat or call) and visited tmobile store more than 10 times about so many problems from billing, coverage & phones being defective.To make it short, everything is chaos… Then what I did is to investigate & I just found out that most of them was not in the mood & not feeling good about the takeover of AT&T because they know from the time AT&T will buy them – they will be throw outside with minimal separation pay.Then when AT&T announced that they are not buying anymore tmobile, I can categorically tell everybody that the services since January 2012 till today & i think till theres tmobile by itself. In just between 5-10 minutes a customer service will answer your call & there’s someone will going to have chat with you. Also, my house who has only edge (2g before) now is 4g that my GS2 can reach between 18-25mbps consistenly in my house.To make the story more sweeter, I will share my new plan that will blow your mind for what I got that even my cousin who is a manager in AT&T cant believe on what I got.Im not a businessman that needs that widest coverage – tmobile coverage in Austin, Texas is great and all Texas cities, so I dont need other expensive carriers. So here is the plan they gave to me THAT NO CARRIER CAN GIVE, ONLY TMOBILE.Tmobile value plan with 2 years contract – till February 1, 2014: Loyalty department – helped by DANIEL (employee no. 1244098) Ingrid (employee no. 58046) Maira (employee no. 47271) Chris (february 1,2012)$49.98 – 1000 whenever minutes (unlimited nights & weekends and tmobile-tmobile unlimited call)$20 – 5gb (unlimited) (no overages)$10 – 2gb (unlimited) (no overages)$5 – 3rd line (we can add 2gb (unlimited-no overages) internet anytime for $10)$5 – 4th line (we can add 2gb (unlimited-no overages) internet anytime for $10)$20 – domestic & international (worldwide) – all kinds of messaging (unlimited)TOTAL – $109.98 plus taxes & fees with 15% corporate discount and $10 loyalty discount/month till the contract expires. So in total after those taxes,fees & discounts – I’m only paying between $95-$110/month for 4 lines with a lot of freebies. * Free wifi calling for all 4 lines (will not use minutes to call anybody (domestic) as long its in wifi zone)* Corporate discounts – effective till the contract expires* Replacement of all sim card – 4 lines to 4g sim (tmobile store) – free.* Can take off or add internet data features in any line, anytime? their answer is YES.   * $120 credit towards the coming bill * No migration fee* no upgrade fee* Block pay per use web for lines – (free)* Web guard – teen (free)* International long distance blocking for all lines (free)IF ANY CARRIER CAN GIVE THAT SAME PLAN (4 lines) & PRICE TO ME IN AUSTIN, TEXAS WITH SUPER FAST SPEED INTERNET ON MY GALAXY S2 –  I WILL DROP TMOBILE… but I don’t think there is one because I personally check even the small carrier like cricket, boost & others. They scratching their head & said thats one hell of a great price for that plan.So, whatever you will say about Tmobile – I will be with them till my contract expires or till they are in business…

  • Anonymous

    I hope this is true in my area there isn’t T-mobile store. If this area did have a T-mobile store they would get a lot more customers. The coverage is also spotty a few more towers would go a long way here.

  • Anonymous

    He can pack sand.  That note is insulting.

    It’s kind of like a spouse trying to leave you for another, and when that doesn’t work out, coming back to you and trying to kiss your ass.

    • Keeping_it_in_Perspective

      DT is a multi billion dollar business that made a multi billion dollar business decision, T-Mobile isn’t your wife, or your spouse, and they took measures to make sure you as an existing customer kept your plan with ATT. Even if it resulted in a succesfull merger tmobile shouldn’t be subjected to such criticism, American (and German) business has never been nor will be a charity, so unless there is some sort of proposition to socialize wireless service in the US make a change to your service provider or shut the hell up.

      • Anonymous

        What a SHILL.

        Let’s see…

        – You work for them one day. You don’t
        work for them the next.

        – Changes of user name.

        – Attacking posters that have anything
        negative to say about T-Mobile.

        Yet you call people “dishonest” and

        And you have the nerve to attack my post
        on my perceived disingenuous nature of the note? Pretty

        Let’s keep THAT in

  • Jason Powell

    Got the best customer service from t-mobile today..I didnt call with a chip on my shoulder or looking for anything free, I called to resolve an issue and it was well handled. I honestly was looking for them to give me a reason to leave but holy cow they totally gave me a reason to stick around. Im telling everyone about the service I got today because I hope t-mobile can turn everything around and if you havent got the response I got today, hopefully you will if you call back because im happy. Yes coverage could be better, but the tech guy I talked to today listened to my complaint about a poor coverage area and he said he would personally contact me when they looked into it, above and beyond what he had to do. Things will take time to come around post-takeover by AT&T but I have yet to be dissapointed calling with a legit concern to the customer service team. And for whats its worth, yeah they know nobody likes the automated voice stuff their working on it :)
    I hope someone sees this and cares

  • JG01


    I want t-mobile to release form my contract and not pay the ETF’s. The reason is that T-mobile has failed to deliver the agreed upon level of services. I have had numerous dropped calls, network outages, extremely poor customer service, poorly trained staff that provide inaccurate information on device support, charges appearing on my bills that I did not use or purchase and their representatives lying to me which in turn has costed me over 100 hours in the past to years. There is a reason why Tmobile is at the bottom of customer satisfaction…this is it. I have to deal with a lot to earn my salary, I don’t want to spend that hard earned money on something that does not provide what they say they would. This is very misleading and deceptive. This company takes advantage of their customers and use abusive practices to extort money from them too. Tmobile employees has forgotten who pays their salaries and they feel that being paid a salary is an implicit right, rather than one earned. They have forgotten that business rely of customers !

    Examples of the bad service:

    1. Recently, I went to the store to reactivate my second line. In the process I asked that the number is changed and paid for a new SIM. They changed to number and activated the SIM. My son used the number for two days, then suddenly is hone stopped working. When calling customer service, they informed me that they did not see the new SIM or that the number was changed. I then spent an hour wit the rep to get the services with the old number restored, because it would mean that I would have to go back to store to redo this process again. This is what I mean about BAD service.

    2. Another, thing same day, the valentines day sale ( a free phone). I am on a value plan and wanted to take advantage of this offer, I called customer service(CS) and asked how can I do this. The rep told me, I could open an additional line and pay $5 a month which allow me to get a free phone (paying the down payment and getting the rebate). Because of my experience with CS, I called the store to confirm, the rep there told me the same thing. So after the incident above, I went to the store. Spent two hours waiting to get the phone. Finally got to pay for the phone and was told something total different from what i was originally told. Now, I cannot get the deal and would have to pay the down payment and place the rest of cost of the phone on a monthly payment plan. So what happened to the free phone. The rep called customer service to explain the situation, they would only speak to me. I explained what had happened and how my time had been wasted. The only thing they could is sorry. SORRY, what the heck ! I don’t a have rewind button to get back my time they just burned. In addition, the Tmobile reps use the SORRY so often that it means nothing. Actually, it does mean something….we just screwed up and wasted your time and it means nothing to us and we are not going to do anything about it…that is what their SORRY means.

    The definition for the word SORRY for all those ignorant TMobile employees is: 

    Recognizing that you have done something wrong, intend to not let it happen again and fixing the current situation. Toilet paper has more value that the word SORRY to T-mobile employees

    3. Other times, I have called to support on my device, After being bounced around from one rep to the other, i finally get to tech support, only to be told they rep has not been trained on the device so they cannot help me. Other calls, the rep has stated that know the device, but when a logical questions is asked about the workings of the device, they make up a lot of BS to answer the question. How do I know it’s BS…this is because I work in the IT sector and know a lot about hardware, operating systems and software. The only reason why i called them is because I did not want to wait until I got home to turn on my computer and research it myself. Just try to save time….they did not happen!!

    4. I don’t how many times I have had dropped calls. They all seem to mainly happen I have called some other companies customer services and spent 45 minutes to hour working on something, to have call back to spend an other hour explaining the same thing again. This is extremely frustrating and time wasting…….this is what we are paying T-Mobile for… to stress us out and wasting our time !! WOW , what a line of business to be in…killing your customers slowly! Let’s torture them first with a 2 year contract!

    5. Charges magically appear on my bill. This is a really amazing trick that they do. I don’t know how they do it… it’s like they have David Copperfield sitting in front of their computers at billing time working his magic! But you know what, I see the voodoo they are doing and catch them on it !! The other thing on this topic is what they report for my data usage. What a load of BS !!!  I rooted my phone an removed the BS bloatware they put  on it, which uses up my phones resources , including my data. In addition, I turn off my data connection when not using it and use my wifi for most downloads. However, they say that I use three times more that what I actually use ( I have an app that monitors my data connections)…..another David Copperfield trick. I tell you , these guys at T-Mobile should moved to Vegas, it would be a very entertaining show explaining how they do these tricks or performing them live !!

    Topics 2, 3, 4 and 5 happen quite often and is the norm of T-Mobile’s business practice. This tells me that the customer is not at the forefront of their focus.Their staff are poorly trained, not equipped to deal with a legitimate situation and offer no real resolution to make their customers want to stay, expect to state that your is a 2 year contract and we will charge you an ETF ( they know most people wont want to pay the ETF , so they stay). Have you ever had your hands and feet tried behind your back while someone slaps and kicks you in the face? if you have not, this is it !!

    The success of a company is, customers wanting to stay, not how many they make stay !!

    T-mobile has been hostile towards their customers , more so recently during the period of the intended takeover by ATT. The customers have suffered throughout this period and T-Mobile is doing very little to correct this. Companies like this have eroded consumers rights to the point where they dictate what the customer can do. The contracts that make you sign is what they use to abuse the customer for the duration. Even with the purchasing of a smartphone they dictate what you can do with a device that is owned by the consumer. They have forgotten that once the customer purchases the device, it is not owned by the wireless company, but the customer ( like a laptop). This type of bullying and abusive behavior needs to stop !F U T-Mobile !!

  • Asher

    Humm has done a great deal to isolate the T-Mobile executive staff from customers, a huge difference from the earlier days of the company.  Try calling T-Mobile and ask to speak to Mr. Humm’s office.  The  receptionist won’t put you through.  You can leave a voice mail, and someone will return the call within 48 hours.  Try, on the other hand, calling just about any other major corporation and ask to speak to the CEO’s office. You’ll get through. Really, you will.  I’m a T-Mobile customer because there were once brilliant executives in the company, Lloyd Tjom probably first among them, people who demonstrated a genuine care for customers.  Though I’ve been a customer since the days of Arial and then Voicestream, the lack of interest in me challenges my loyalty to the company. 

  • Chill


  • Chill


  • Pckline

    I’ve had T-Mobile for 8 1/2 years and have never had any problem until the last 6 months. Service on my Nexus One fell off a cliff, both data and voice. I spoke with T-Mobile customer care 5-10 times about what might be causing these out-of-nowhere problems; tried all servers in the area, tried a new sim card, tried only UMTS and then only HSDP connections, nothing worked. All this time I was surprised at the customer service reps, they had always been very helpful and went out of their way to help you or transfer you to a technician who could help you with diagnostics. All of a sudden they could’t care less and it seemed like any question I asked was outrageous in some way. My service continued to deteriorate and a customer care rep asked if I would be willing to try an HTC One S, for $200 no less. I said that was great and I appreciated the rep giving me the on-contract price, but I had to make sure that the new device would connect well and my voice quality would improve on the HSPA+ connection; “no problem, if it doesn’t do the trick just send it back and we can continue trouble shooting”. While the phone was being shipped I went to a T-Mobile retail store and used a friends One S, both times yielded the same results; voice was better, but the HSPA+ connection just wasn’t fast enough for my needs. When UPS delivered my One S, I did not take delivery, just returned to sender, didn’t even open the box. UPS tracking sent me a tracking text to let me know that the phone had been returned. Today I called to confirm that the phone had been noted as returned in my account and wasn’t going to get charged. Yep, phone returned, account showed a $200 credit for the returned phone, “is there another phone you would like to try, I’m sure we can find something that works for you for the next 24 months of your service agreement.” Yeah, customer care rep blatantly lied to me, I was told today that a customer care rep isn’t allowed to let me try a new phone without adding a new 24 month contract, only the PHONE has a buyers remorse period, the contract was non-negotiable. I spoke with customer loyalty and the woman I spoke with read, verbatim, the screen the previous rep had recited, nothing could be done to ammend for the initial sales rep telling me both the new phone and contract could be reset if I wasn’t happy with the improvement. Didn’t want to let it ruin my Saturday, said whatever and thanks for your help and hung up. I called back to customer service a few minutes later and asked to talk to a customer loyalty supervisor or a “suggestion” specialist if there is such a thing. I was transferred to a customer care supervisor (yes, I know this position is like being the head janitor), and told her that I wasn’t calling to dispute the new contract, I was only calling to tell her that THIS is the reason T-Mobile is going out of business. They have the best rate plans, new phones that are very nice, and their phones have no problems overseas. The customer care is the problem on-contract customers are fleeing T-Mobile like the plague. Being in a 2 year service plan and having to deal with their customer care isn’t worth the value added by their voice and data pricing. Too bad, since 2003 I have had no problems, then theyjst lost their way. I don’t know how long they can stay afloat relying on their prepaid busniess. The AT&T deal really was their last hope. An estimated Q3, 2013 LTE rollout isn’t possible. A quick look at their financials shows their revenue, profit, EPS, and operations can’t function at the rate of revenue decline. Deutsche Telekom must get T-Mobile off their books immediately. AT&T, Verizon, and Sprint have no interest in buying a failing competitor. I’d look to Cricket, Virgin Mobile, US Cellular, or some other regional carrier, but I don’t know if they would even want to join forces. Deutsche Telekom needs to be real, sell the spectrum in an orderly fashion, don’t wait until it’s a fire sail and the government has to come in and allocate which carriers can buy certain quotas of the spectrum. Too bad, bye T-Mobile, have fun laying off the employees who are paying the price of poor executive foresight, try not to act surprised when you first see buyout price for your spectrum, and don’t worry about a customer like me, did I mention the $200 ETF? Odd, I just noticed an AT&T, LTE HTC One X on Amazon for $130.