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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  • http://twitter.com/joelaxelv joel axel

    first

  • Spanky

    The question is whether T-Mobile will “compete aggresively” to provide the service that they were once known for or to find the next potential buyer. The answer remains to be seen.

    • Littlesis1774

      Agreed T-mobile needs to compete aggressively with everything. They need to prove their customer service. They need LTE, better phones selection that includes high end android and iphones. They need to give people a reason to switch from Verizon, AT&T and Sprint. They quit on the restoration fee which just jacking up the phone bill forcing to the customer to leave. One last thing they need to do is FIRE PHILLIP HUMM. 

      • Damien

         You want LTE, better phones, the Iphone which costs companies more, and do it at the cheapest rate in the industry.  What’s wrong with HSPA+ for now?  It does 14-17mbps in download speeds for the SGS2 and Amaze.  What are you doing that you need faster data?  You didn’t agree with Spanky at all.  Old T-mobile is the same T-mobile in products and service but different in policy and customer service.   Going back to the old T-mobile doesn’t do almost everything you asked for.

        • Anonymous

          It’s almost impossible at this point to ensure a solid competitive future.  They are at a huge spectral disadvantage with how much AWS crap they bought, and how unlikely it is for manufacturers to naturally include that in their radios  SOC’s at this point in time (that may change soon though).  Also AWS specturm for facilitated use on a mobile network (especially the bands they got) really suck in comparison to 850 mhz and / or 700 mhz that their major competitors are hogging up.  Secondly, T-Mobiles customer base is very high risk, t-mobile has never been afraid to take on high risk, lower-credit customers.  Its safe to assume thats where a majority of their churn and pure subsidy loss comes from.  They are smaller and are less engraved into the enterprise market like their competitors.  Lastly, they tend to get shafted or are very cheap in selecting devices for their network, the other networks spend way more on awesome devices because they have more money.

          It’s taken too long to grow t-mobile the way it should have.  They have come a long way, sure i’ll give that to them, but its not enough for them to stay truly competitive (meaning profitable)

          Many of you seem to think that because they are cheaper that they are copmetitive, well I hate to break it to you but that means they are making way less with high risk customers that may default on their first bill.  

          The bigger guys make more money per customer and have wayyy more customers.  Poor T-Mobile has less than half the customers and they pay wayyyy less per month.  The other companies are not struggling or hurting for money.  Sure AT&T had a significant loss but that’s because of the deal with tmo going sour.  T-Mobile’es competitors are still sitting on way more profit than T-mobile is, and that’s the problem.  

          It would be nice for them to go back to their old ways, but i don’t think that’s enough, they need to fold and start over imo.

  • Rickster21

    i would like to talk with him about why i’m disappointed with t-mobile.

    • pdxDavid

       Write the message on a piece of paper, stick it in a bottle and throw it is some water, doesn’t matter if it is river, ocean, bathtub, whatever.  Same effect.  They don’t care.  They won’t care. 

  • JBLmobileG1

    Well said David. Now let’s get Tmobile back on track and make 2012 the year for Tmobile to prove themselves and show others WHY we are Tmobile customers.

  • Dcramer27

    I hate to say it but after countless years and all my tmobile defense over said years i am abandoning this sinking ship and swimming over to sprint…….. 

    • http://www.unscripted360.com Deacon

      you will regret that.

      • Guest

        I doubt it. Sprint isn’t the same like they were a few years ago. Looks like tmobile is taking their place. The only downside is their data is kinda slow.

        • Anonymous

          Sprint has LTE in my city. Woohoo! I am just waiting to swap out my GSM Galaxy Nexus on T-Mobile for Sprint’s LTE version.

        • http://www.unscripted360.com Deacon

          well it’s the lesser of two evils lol .. not entirely sure how neither of us are better off :)

  • TheWayOfThings

     I have absolutely no faith in the words of this man. This is the same Philip Humm, who at this time last year was saying how T-Mobile is going to take the fight to the competition, especially AT&T, and T-Mobile will become a force to be reckoned with.. only to announce a couple of months later that T-Mobile is going to be sold to AT&T…I firmly believe that Humm has zero integrity and will sell out T-Mobile USA at the first good opportunity. Until then, T-mobile will continue to follow a policy of fast money grabs and locking customers into contracts where they have no choice but to take the reaming that T-Mobile will surely give them…

     I really hope that I’m wrong and Humm takes the JDP loss to heart and fixes this broken machine, but at this point I have no reason to believe otherwise.

    To be honest, I can’t figure out why Humm still has a job. I mean seriously, in the time that he’s run this company, he’s flushed it down the toilet; record-breaking churn and going from the top of customer service to the bottom… In One YEAR?!! C’mon, if you performed this miserably at your job, wouldn’t you be sh!t-canned in a heartbeat?!!

    • Guest

      Exactly! He needs to go! Nicely put!

  • Chad

    Well as happy as I am that Humm took the time to do this and to address customers… let’s be real. Talk is cheap, so let’s start seeing some action Humm.

    • Guest

      He’s only doing to save face (and his job). It means nothing! He is a liar and honestly, a crappy ceo. Will be glad to see him go soon enough…

      • Anonymous

        When is he going to leave?

    • Rmark1880

      I doubt he took the time to write this garbage. They pay marketing people to write the PR. Then they paste a goofy photo and stamp his signature. He probably just had to approve this drivel.

  • Sidekicker89

    Omg thank the Lord for @sidekicker89 for checking his email during his German class!! ;)

  • P.R.

    Maybe when they begin to treat customers as an essential part of their business, they might get back on track…, but as long as their “fighting shape” is against their customers, there will be no future for the company with sky high churn rates… 

    Its incredible how I tried to upgrade my phone yesterday and the CR shamelessly told me I had to pay $100 more than what a new customer has to pay, just because I got a “better price” when I signed up originally years ago. Don’t know where the logic is as upgrading the equipment is as expensive as paying the ETF to cancel the account and porting the number to a carrier who has better signal.

    • Damien

       If you have an ETF then you weren’t even eligible for a full upgrade, which you’ll be treated teh same with all the other carriers.   Good luck with that.

      • P.R.

        Actually at 18 months you’re elligible for partial discount and at 22 months for full upgrade discount, so you can still have a contract….

  • J man

    I am still waiting for tmobile to give back to the people who have been loyal to them. Seems they are more interested in new accounts then keeping old accounts around.

    • Sidekicker89

      Agreed, I think they should start a rewards program like US Cellular does… Kinda.. Maybe rewards for paying your bill on time and stuff.

      • LC

        Rewards for paying your bill on time? Why should you be rewarded for something you’re supposed to do? I would love to see a great loyalty program put in place but it needs to make sense.

  • Wilma Flintstone

    The Same Humm that was saying that “We need to merge with AT&T for Spectrum” during the FCC Hearing.  Humm has no merit behind the words he says anymore as far as I’m concerned.

  • Dave Macias

    if he sends me this letter i will not hesitate to reply about my many disappointments with T-Mobile recently, i been here for 6 Years and magenta can’t even give me a good way to upgrade my phone, no wonder why i always look to bring something from europe or japan.

  • Sfiij

    you wanna thank me. give me the gs3

  • Anonymous

    I’ve called recently and I’ve been connected to India. That’s the problem

  • Frigadroid

    I agree with you David about all the changes and not the employees being the problem. It’s policy not people that are the root cause.
    I have to disagree with you about faith in Mr. Humm. Since his arrival I haven’t noticed any, not even one change that benefits us. In my opinion he is a carpetbagger sent here by DT to do their dirty work. His venture capitalist attitude has only had a negative effect. I get the feeling tmobile employees don’t respect him and tmobile is no longer a happy place to work with proud employees.

    • Hectordones8

      i have been with tmobile since 2000 and never had a problem with CS, i say its more due to bad policy, the peaple working at tmobile are real peaple with familys giving there best to do there job so we can get good CS, its a changing world were we once only had simple cell phones for calling only now we have smart phone that can do what most computers cant and most of the peaple at tmobile may not have the right training to keep up with the high end smart phones so when thay get a call from someone that has never own a smart phone in there life the understanding on how to use it gets frustrating for the customer and CS and in all CS getting the bad rap for trying there best to help the customer out, this i know i am a customer and a happy one indeed with tmobile CS and tech support, and just to add to my happness with tmobile thay have never cut off my service even when i have been late on my bill.

  • dbjc62

    When I came tmo in 03 they 46 million customers . I’m still here – 13 million customers . I can’t believe how bad it’s gotten . And in the last year it has gotten worse . With the policy changes . I use to upgrade and had the E.I.P. to pay my phone . They told that’s only for new customers . Their attitude in CC is sad. This smartphone thing . I can’t get one to work for a year . That one might not there fault . But things have to change . Or they’re going to keep losing customers .

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

      Umm, in 2003 they didn’t have 46 million customers. They had 7-8 million. Where are you getting your info?

      • Damien

         Yeah, they had increase in customers every single quarter until Q4 of 2010, which happens to be right after Humm changed T-mobile.

      • Halleypatterson

        Why are you being so catty, this is a public place for opinions, a person can make any comment they want.
        There is not going to be a test, nor does anyone really care if someones facts are not quite accurate when they are venting about an unpleasant experience with a company that we pay to provide us services.

        • Damien

           I think that distorting the facts by 6 fold is just not ignorance but flat out lying to make a point.  dbjc62 was wrong on the numbers and that T-mobile has lost customers.  They’ve lost customers but not until the last 5 quarters, when Humm took over.  Also, his number of customers is off by 20 million but who cares, it’s just a public forum right?  People who state “facts” should get called on their inaccuracies.  They can make any comment they want because it’s a public place but you admonish Respawn for correcting their facts?  That’s a little hypocritical don’t you think?

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

           Yeah but it would be nice if their comments had some factual information in them.

      • Anonymous

        I don’t think they’ve ever had that many customers lmao!!!

  • They just don’t listen!

    Still no offers for current customers.  Maybe give us a deal on a new phone not a letter.  Still doesn’t get it. 

  • dbjc62

    Oh and btw !!! Now they want to charge for data roaming . REALLY !!!!!! THEY JUST GOT A BILLION $$$ IN SPECTRUM PLUS 3 BILLION IN CASH . PLUS THEY’RE GOING TO SELL TOWERS OH MY !!!!

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

      Umm domestic data roaming is free. They aren’t going to charge for it. They’re simply limiting it, as ALL CARRIERS DO.

      The difference is with T-Mobile, they cut off your DATA until the end of the bill cycle. Go with Verizon, AT&T, or Sprint, and they’ll CUT OFF YOUR SERVICE.

      Might help if you THOUGHT about it ;)

      • Anonymous

        Stfu

        • Damien

           dbjc62 was wrong and respawn just corrected the statement, but that’s a great reply you had to her.  Maybe you should have replied “Stfu” to dbjc62 because they’re the one spouting FUD.

  • dbjc62

    Way to give us more customer service !

  • lattelady

    I thought it was just my imagination after so many years with TMO & enjoying outstanding service, it just seems to have vanished.  I’ve noticed it’s gone downhill over the past 3 years, but it’s gone to HORRIBLE in the last year.  I used to feel they truly valued my business & were “different”.  Now, simply lure in new customers, who gives a ….. about the old.  Sad.

  • Anonymous

    i didn’t get mine, and i’ve been with them since 1999′ and i spend $300+ with them per month between 3 lines(and one of them is a home phone phone line that cost $10.00 per month) but i don’t care, i love t-mobile.

    • William Cron

      Call into a customer care. They may have something for you if you’re willing to sign a new 2 year contract.

      • Wilma Flintstone

         Lol True

  • Minioninnc

    Now back up the letter with just some 3G coverage at least in my area. 

  • Matthewsj

    Bring me the HTC Titan or any other big screen 2nd Gen Windows Phone device and I’ll be a happy customer again.

  • DN

    I was a top ranking CSR who didnt like moving away from “the customer experiance” and into sell sell sell (sales), guess whos on unemployment now after 6 years of service to the company and its customers. T-mobile needs to go back to the customer is #1.

    • tmotech

       I would have “Liked” your comment, but I can’t like someone losing their job over caring too much about the customer. I feel you.

  • Derrickps3

    they need to treat the costumers who been with them for more than 2 years much better……give us discounts on our plans, upgrades etc……it is us, the loyal costumers of several years, paying bills on time, that is keeping this carrier afloat. if it wasn’t for us there would be no tmobile…..i am a tmobile fan and loyal costumer, but they gotta regain that great costumer service  as they used to have, you can’t be having people on CS acting flaw with bad attitudes when costumers call in because of a issue with their phone or service, we have the right to complain, and the CS representatives should be the professionals as they should be and handle us regardless of any situation, i was not suprised when i read their CS came in fourth place. i believe tmo will regain the much popularity again and also bring out some good phones as the months and years go by

    • G4th

      If you as a customer can find better value somewhere? What’s holding you back- move on please! Free Marketing isn’t it?

      • G4th

        Sorry. Free Market is the correct word

  • Concerned

    More empty words from the same man who summarized 2011 as a “great year” for T-Mobile. Color me unimpressed.

  • AM Gone

    I have been with this company since the PowerTel and VoiceStream days.  While I have noticed a drop in CS, I have no issue with that.  What bothers me most is sh&tty nationwide coverage and second/third tier phone offerings.  If TM does not get the Galaxy Note, I am a goner, I can no longer conduct my business and continue to tell my clients; Sorry my phone doesn’t’ work in your area. 

  • FormerPink

    Having worked there for over 6+ years, I don’t believe a word of it. I really enjoyed my time there to though, until Humm and Company came in. They did everything possible to offload TMO right when we were on the cusp of greatness. Good network, Great Customer Service, Good Devices, it was all lining up, then blam! Now they want to do everything possible to win not just customers over, but employees too. Last week was my last day there. I miss the Dotson years for sure, and god only knows what it will look like in the coming years. All in, I don’t trust Humm one bit.

  • Richards360

    from someone who has been in cs back to the Voicestream , the perception a lot of us got on the floor was  that the powers that be didn’t want “personal” interactions  any more just much “more transactional” and sell, sell, sell. I’ve so far barely  survived,  but I’ve seen the people that  treat the customers  the best,  and give most compassion and patience  wind up like DM.  Meanwhile  the “car  salesman types” thrive. It  sends quite a message. 

  • Lazera Thompson

    so can i haz the Galaxy Nexus now???? 

    • Kevinmarchibald

       Speaking of which, are there any cool phones expected in the next year on T-Mobile (that won’t be gimped to work with HSPA+ 42/84)? For work reasons, I’m interested in Bluetooth 4.0 enabled phones.

      I’m not really interested in the rumored HTC phones (Ville, Elite, Endeavor, Supreme, Fireball, etc) because ICS-based Sense 4.0 doesn’t sound promising. I’d either want to go stock ICS or at most, ICS-based TouchWiz. The LG G2x was nearly stock but pretty buggy, so if T-Mobile gets the LG X3, I wouldn’t have a lot of confidence in it. The Lumia 900 wouldn’t be bad, but since I recently left Microsoft, I wouldn’t be eager to pay to use a Windows Phone, even though I think the Zune phone and PC clients are very good.

      Guessing we won’t hear anything definitive until March/April, and could be later with the Galaxy S3, especially any kind of T-Mobile announcement, based on what happened with the S2.

  • 4g

    I saw NOTE and got excited. Drats.

    • Anonymous

      yeah me to!  I need that phone in my life, but i wont leave tmo to get it!

      • 4g

        Ikr. I’ve been using the sensation xl for a while now ans the edge is nor that bad. Actually it’s kind of quick. I might the att note and run it on tmo.

  • Anonymous

    been with tmo since the first sidekick, no complaints!  Now, they may have a few associates that don’t have a clue…I know, I ran into them at the store and on the phone; but that dosen’t give me the right to pass judgement on tmo because a couple of associates choose to excerise poor judgement. I was going to leave tmo because I want the galaxy note on at&t, then I thought about all the money I saved.  Why try to fix something that ain’t broken…right?  My only problem with tmo is they lack of high end phones, and when they do get them, its late.  I really hope the add that galaxy note to there line up

    • Scarfacemario

      Wow I agree with you 100%

  • Anonymous

    yeah me to

  • pdxDavid

    I have no faith in what Humm says here.  This is just a media pitch and nothing more.  If they could get sell T-Mobile USA to your grandma they would do it.  I have been with them since Voicestream.  I have always been somewhat disappointed, mainly with the coverage.  I should be able to go in to a business and be as annoying as everyone else is on their phone.

    He tried to bail on us, and if it weren’t for being locked in to a contract I would be bailing on him.  I cannot believe a company would put in place data on phones that are not paying for it, make you pay for it, even when you call and tell them you did not agree to it.  Then when it shows up on the bill next time they say, “oh ya, it will be refunded next month.  That is bullshit.  It should have been refunded the second I called. No later. No wait.

    I went in to the store looking at the new phones, we have 4 lines +home phone. What I understand as full upgrade eligible on a couple.  Used to be you could get one and stretch the payments out on your bill, now they wanted full payment, plus and 18 upgrade fee.  So, I am paying an extra 18 to get a new phone and extend the contract.  That doesn’t seem right.  I thought they did away with that stupid upgrade fee a couple years ago.

    All they are doing is grabbing every dime they can reach.  It’s not a good place to be anymore. 

  • kresk

    Overall my T-Mobile experience since 04 has been great. They were the only company at the time that didn’t want a deposit and I feel lucky to have stumbled upon this service provider. I Changed my plan a couple times, (I’ve been on the same plan now for at least 4yrs), got a new phone every two yrs, and service has only gotten better in my area. All this stuff unraveling about the company hasn’t effected me thankfully. Point being, I’m down with T-Mobile and I plan on being with them for the long term.

  • Anonymous

    Phillips job in the first place was to make sure T-Mobile USA was sold and destroyed, I’m sure the board didn’t even think once about us “the people” but just only how much are we worth when selling to AT&T, now that that scheme was foiled you wanna be my friend smiling with the top button unbuttoned on your shirt in that picture trying to look peaceful and relaxed, there to understand us, no way Humm, I’ll continue doing business with t-mobile but wont trust you, I’ll continue making friends at your stores and them adding discounts to my account.

    • Guest

      Wow, run-on sentence much?

      • Anonymous

        Yup, didn’t know I was being graded.

  • KingKahuna

    I’ll be gone as soon as my contract expires. After wow, 8+ years.

    Why?? Customer service is faltering. The once friendly and helpful staff is no more. Was offered a booster the other day to boost house signal. Oops. Had to sign up for two years again, on ALL FOUR lines! I told them I’d rather take the cheap iPhones at Verizon AND get a good signal at my house without the additional equipment.

    The iPhone?? I simply don’t see why, with 4 Macs, 2 iPads and a unlocked 3G in the house, I should be dicking around trying to sync an Android, while iPhone syncing is only one click away. I’ve got more problems with my Android smart phones than I had with my first Kyocera Palm phone. The brick sized one.

    You used to be able to bring a phone tot he store and they’d upgrade it for you. Remember those days?? Now they just want you to buy a new phone and “right size” your account…

    Verizon and I will be friends. For a while at least.

    • pdxDavid

       Could not agree more. I work in a basement.  I am the only one that doesn’t get a signal.  Why? I am the only sucker on T-Mobile.  I have dead zones in my house.  I live on top of a hill.  There are no obstructions. I have one year left on my last 2 year contract.  Been with them for 10+ years. 

    • Anonymous

      Same here.

      Been with TMo since it was Omnipoint…into my 15th year and I’ll be gone this summer- soon as my ETF drops to a $100.

      Android is simply awful…burns through a battery in no time, still can’t enter a simple proxy address, and of late Google Services constantly crashes.

      IPhone here I come..it will join my iPad and later this year, my iMac.

      • Techhi

        Iphone = tiny screen – I was aatt customer/Cingular for 10 Years and now with tmoble and I get better faster service in my south Jersey area so I’m happy with my GS2 with Limited everything at $60

  • Mtriojas27

    Start getting top of the line phones, and better signal, cause a lot of the time I’m in a building and can’t get no service.

  • Anonymous

    Ahhhhh…. I was waiting for this moment to come after the JD power let-down.  It came a bit sooner than i thought

    This is usually a sign that the executive board knows that trouble has arisen and that they have fouled up and are taking the extra step in assuring the customer base that they don’t suck ass (which the current management totally suck ass imo).

    These things only happen when the fresh fecal matter starts hitting the fan.  CEO’s typically shouldn’t have to address their “fighting shape” to the customer base.  Such a sad case indeed…

    To me this translates to:

     ” Sorry we didn’t successfully off-load you guys but we need you for now and sorry that we were so confident we were getting rid of this burden of a company that we allowed ourselves to give up because we didn’t want to exist and keep this running anymore.  Thanks for sticking around now that we have no choice but to keep this up (it’s just a shame the easy way out failed)… thanks a bunch guys for being crazy enough to stay with us and our rapidly declining customer service.  We are clearly ready and in fighting shape regardless of what it really looks like.  Now that we let you down, hopefully you’ll give us a second chance to suck less.”

    DON’T ANY OF YOU FOR A SECOND THINK THAT T-MOBILE WOULDN’T BE WILLING TO SELL ITSELF AGAIN.

    The problems that made them consider selling are still there, if they ditch DT and go public and offer an I.P.O they may be saved and truly offer a revolutionary brand and service.  

    Read between the lines, the significant drop in JD powers isn’t the only warning sign.  

    I’m sure my new frenemy @Tbyrne:disqus  will somehow disagree with the obvious and everything I’ve state but he’s actually dedicated to the current infrastructure somehow (for some reason   
     beyond the scope of reason and logic).

    I still feel really bad for the employees, especially customer service and sales.  They deal with the most crap and angry, dissatisfied customers.  

    • Tbyrne

      Gouvy don’t! I have this fantasy that deep inside, you want T-Mobile to rebound and be the company it once was and could be again. But I understand. Once a dog gets kicked around too much by it’s Master, it doesn’t trust anyone. It starts biting, not only at it’s Master, but anyone who comes (posts) by. Gouvy, don’t rob me of my fantasy. Just throw me a freaking bone for now and give me ONE thing you do like about T-Mobile. Please, for the love of……..

      • Anonymous

        well, since the love of “…..” is at stake, than i better take this seriously!! i mean you only have so many dots you come across in a lifetime worthy of love……….

        Also, i’ll allow me to be part of your fantasy.Ok here goes, the one thing i like about t-mobile is that they have carried bare and plain android phones like the g1 and g2.  Other than that I like their price point but I know they are using that as a crutch, so it makes me not like it at the same time.  Basically, everything else i would let fold and rebuild….

        • Tbyrne

          Thanks Gouv! That was a morsal, but it was tasty nonetheless.

  • Winski

    Mr. Humm sending me a personal note IS A LIE.

  • anfrey

    i did not get a personal letter from anyone at t-mobile…

  • Anonymous

    David:  You actually fall for PR notes like this?  

    T-Mobile has been “fighting,” for years.  They just REFUSE to spend the money it takes to truly build out their network.  They refused to compete against Verizon and AT&T for the greenfield 700 MHz spectrum when they SHOULD HAVE. 

    And recently in an attempt to show everyone how little they care about our network experience they limit data roaming to 2002 levels.  

    They have to get real.  I know its expensive but they have no choice but to make a large needed investment in their network.  They’ve been asleep at the wheel while the others grew their networks and made large customer and spectrum acquisitions.  

    They need to buy Dish’s 700 and 2.6 GHz spectrum and make their move now. 

    • http://tmonews.com David

      I don’t fall for them, but I’ve had enough conversations with “higher-ups” since the AT&T deal fell apart to know there are those who truly understand what needs to be done in order to get T-Mobile back in shape. I don’t “fall” for notes such as this, I’ll “fall” for results, like reclaiming a top position in JD Power. However, I do appreciate a CEO who at least attempts to reach out to the customer, it’s more than most CEO’s would do.

      • Guest

        oh please! He’s just covering his own ass so the board doesn’t remove him. Kramer from Seinfeld could have done a better job as CEO.

        • Frigadroid

          Kramer would probably have good coffee and donuts to offer so the customers would get cozy and spend some money. Oh and good fruit too kramer knows his fruit. Funny enough he most likely would create a buzz, I believe he would be a better CEO.

    • Anonymous

      PHEWWWW!!! where are they going to get the resources for such a purchase.  These poor dreamers don’t have the resources the other guys have to just throw money around in an auction.  It takes money to make money and sadly DT is crippling these guys.

    • 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

  • Wilma Flintstone

    I need to be Tmobile CEO.  Talk about Competitive:

    FIRST thing I’d do is Get the iPhone (Even though it’s not a phone I’m interested in, I know it has a HUGE following). 

    Second thing is get the CURRENT Customers some actual deals and none of the read-between-the-lines type of thing along with rearranging the plan pricing (That has creeped up in price over the years).

    Third thing is to get better coverage in the areas that are struggling to keep even a 2G signal. 

    Fourth thing, get better phones and MARKET THEM IN PUBLIC TV COMMERCIALS, NOT JUST INTERNET ADS!!!  (I would’ve put this as third but it makes no sense to have awesome phones and crappy signal.  If I get the phones, I want them to work for Everyone ESPECIALLY after what I’m dealing with now with my 7th HD2 replacement).

    Fifth thing, Get rid of the outsourcing of CS and bring jobs back into the states.

    Sixth thing is to get rid of these Tiered data plans and bring back True Unlimited 3G/4G data.

    As CEO of Tmobile US, I’ll make you proud to be a Tmobilian!!!  A Competitive Vote for me is a Competitive Vote indeed. :D

    Vote Wilma Flintstone for Tmobile CEO 2012!!!

    • Anonymous

      The fact that you have an HD2 with windows mobile proves you really are from the stone age, Wilma.  It also disqualifies you and shows you are an incompetent leader for owning such a piece of old crap.  Why??  t-mobile should let you of your contract for all the pain and suffering you go through…. 7 replacements??????  normally i’d call you a liar but i know how crappy that phone was so i believe you which is why i think there is something wrong with that whole situation?  I would get a lawyer at that point.. jeez! can’t they offer you another model phone for your grief or something?

      • Artortega9

        It is true Tmobile sucks. I had the problem with the HD2 they eventually replaced with a G2 with a 2 year contract after a year of torture. I got the G2 last year. Then the G2 crapped out. They replaced it under warranty and it was a refurbished one that track pad didn’t work. It also didn’t have the liquid damage indicator and then furthermore you could tell the process was done poorly. The space were the battery was the sticker was lose and had little give. I tried to send it back then they said too bad. I called them several times and supervisors said can’t help you and one was rude and the other hung up on me. I have been with Tmobile couple years and they used always help. I stuck it out and wrote to their corporate office and no response. I wrote them again and again no response. I called several times no one cared and reps sorry can’t help you and thank you for calling Tmobile. Eventually the refurbished phone started crapping out and overheating, but couldn’t do anything. I eventually tried again last month called in and no one would help. They said Tmobile doesn’t manufacture the phones and take it up with the manufacturer. I asked them to release me from the contract and then they said of course pay$200. I then took the matter to emailing their Office of the President. They offered $100 dollar credit and then called me back again after filling BBB complaint. They said by taking $100 credit I agreed to 2 year contract. Which was crazy. I got a call back from a man calling himself Gabe. He then said the equipment not Tmobile’s fault and too bad. All I wanted was a working phone and offered to pay reasonable price and he said”It is harder to bring new customers than keep customers!”. They called it customer service from the highest levels. After 5 years of being a loyal customer they kicked me to the curb and didn’t do anything. I am leaving Tmobile. The funny thing I used to recommend them to friends and family now I just hate them. They don’t care about the long time customers. 

        • Anonymous

          wow!! that’s quite disappointing to hear.  

          at that point, can’t you just pony up the $200 and port your number elsewhere?

      • Wilma Flintstone

        Yeah but I’d have to renew my contract and I’m not doing that just yet.

    • Jhma7193

      Agree with Wilma Flinstone-particularly on the Iphone

       I was in T mobile couple days ago to purchase an accessory for my HTC Sensation.  The service is very good.  I purchased a screen protector and he assisted me to put on which I appreciated deeply.  I asked will T Mobile get an Iphone?  He told me he wishes T Mobile will never get an Iphone because all the Android phone in the offered in T Mobile especially high end ones are more than capable of Iphone, in terms of everything, performance, features, design, etc.  My reply to him was it’s not about feature it’s about doing business strategy by accomondating consumer in the mobile market. 

       Regardless on the flaws of Iphone, it is the number selling smartphone and helped propelled AT&T, Verizon and lately Sprint.  While there are many users are unhappy with AT&T’s service and don’t want to switch outdated network of CDMA like Verizon and Sprint, having T Mobile offers consumers more choice in GSM technology in the Iphone and pushes AT&T to provide better service invest more in their infrastructure.  As whole it is good for both T Mobile and Consumer-to be more competitive.  About 5-7 minutes later after my inquiry, two more people entered the T Mobile store and asked if Iphone will be available.  I know a lot of T Mobile users like me wishes to get an Iphone but didn’t switch because didn’t want to give the network plan.  When my 2 year contract is full filled, I will switch to another wireless to get an Iphone because my company’s contract with either Verizon or AT&T gave me big enough discount when I decide to join.  

      I noticed Radio Shack used to sell T Mobile phones and plans and stopped.  Best Buy used to have wide range of T Mobile store also decreased quantity as well-points to the business trend for T Mobile is going to be unfavorable.

    • Dominique

       Everything you want would end up costing hundreds of millions of dollars.  The Iphone alone is $150 more in subsidies than the most expensive Android phone. Let’s say that just a million people buy the Iphone, it’d cost T-mobile $150 million dollars when compared to any other phone.  Everything else you suggested would cost more hundreds of millions.  You’d have to raise rates to compensate and that’ll go over great.

      • Wilma Flintstone

         Gotta spend money to make money.  ;)

    • get back in the kitchen

      Wilma, you are an idiot!  Even Dino knows that T-Mobile would LOVE to have the iPhone available for sale to its customers, however that ball lies in Apple’s court.  As for plan pricing that has crept up over the years, that is completely false.  2 years ago, you would only get 700 minutes for what you now pay to receive 1000… and whereas 49.99 used to get you 600 minutes and unlimited texting, it now gets you unlimited minutes and texting.  Also, tiered data plans work for most consumers, as the majority of day to day users only accumulate 100 mb in a month, so giving them an affordable data choice actually draws in more users of smartphones.

      • Dlehrke

        I had unlimited minutes for $49.99 back in 2003…

      • Wilma Flintstone

         Don’t hate, Compensate.  :P  LOL!!!

    • androholic

      And 7th) You would hire the best Damn bankruptcy attorney in this great land! Lol….just kidding, I couldnt resist!

      • Wilma Flintstone

         LOL!!! Wow

    • androholic

      And 7th) You would hire the best Damn bankruptcy attorney in this great land! Lol….just kidding, I couldnt resist!

  • http://www.twitter.com/mrjlwilliams J. Williams

    Awww..thanks T-Mobile. lol

  • wsj

    I got that e-mail.. I am going to write that bastard and tell him about how his Voice Tree just sucks.  You cannot get a customer service rep, that one reason his customer service just sucks.  And if TMUSA does not get the iPhone bye bye Voicestream

  • TheWayOfThings

    Is it just me, or does this email from Mr. Humm seem a lot like the email that the CEO of Netflix sent out after p!ssing off 90% of their customers?

    A sort of “I know you’re p!ssed, I know why you’r p!ssed, and I’m orry for p!ssed, but we’re really not going to fix the problem.. But stick with us anyway! Cheers! ” kind of thing.

  • Wow

    Tmobile has the worst service ever I’m lucky to even get one bar outside like that’s rediculous I really hate there coverage like why do we have constantly struggle with getting serivice I live in kansas city mo like that’s not a small town and then they say you have to pay an early termination fee because they don’t promise coverage like that’s bs I seriously hate tmobile

    • blah

      Sorry to hear that, I live and work in kc and always have 4/3g available save in the elevator at att where I work

    • lolomg

      are you sure you live in kc? because like, for sure your lingo is like, sooo valley

    • Theshadow

      Well its like you know like if you don’t like the service then you can like you know like leave for another like carrier…..wow and I thought stupid people only talked like that not txt like it as well lmao

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

    I used to rave about T-Mobile customer care….not anymore. I now KNOW why people are unhappy. I used to get right through, speak to someone in America who didn’t have a script and could help me right away. 
    Today I had a question. Called and got India. She asked me for every detail of my info for identification before telling me she couldn’t help me and would have to transfer me to technical support (which is what I asked the automated system for in the first place) Then back to a Texas Call center after 8 minutes on hold with music that sounded like it was on a badly tuned radio station. While on hold the system asked me to enter my number for a call-back, which I did 5 times. The system didn’t understand the tones.
    I finally got to speak to a nice helpful rep 13 minutes after I began the call. She didn’t solve my problem, but I would have been much happier if I had gotten her directly within a minute or 2 of placing my call, rather then 13 minutes later.

    • Tits

      fyi, there are no service partner call centers in India, you misinformed biggot

      • http://twitter.com/AquarianLogic Jeff Perkins

        What’s a biggot? A bigot? 

      • http://twitter.com/AquarianLogic Jeff Perkins

        But I agree with you though. 

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

        That’s funny, I didn’t know there was a Mumbai in the US. The rep told me she was in Mumbai. When I got the Texas call center, I told her I had been to India and back and she said “I hear that all the time”. 
        There is nothing bigoted about wanting customer service from someone who understands you and your problems. 

    • Magmaspawn

      I take escalated calls in tech. Many from an older indian woman whos accent is easily dicerned. She and I live in the us. Sometimed I think I take the escalated call because of her accent. She is a top performer and solves a ton of things. People Re very quick to cast judgement.

    • androholic

      Well, I called 3 days ago to purchase a new back for my GS2 as it doesnt seem to be fitting quite right now, & I spoke w/ a woman who had a very thick accent & @ the end of the call ehe asked me if I would like to update my data plan to one of the current plans. She explained that I had 5gb of data for $20 & told me ot was an out dated plan. I was then told that in just a few minutes she could update my plan to a more current 2gb data for $20! Lol! I tried to explain why this would be silly, but I soon realized I was just spinning my tires. I can say she was very friendly! Lol… There really is a language barrier at times though, I dont think he is a biggot, he’s just frustrated. When you have an issue, its difficult to explain it over & over! The majority of Tmo reps are VERY nice ppl, doing their best in a VERY tough situation!

    • androholic

      Well, I called 3 days ago to purchase a new back for my GS2 as it doesnt seem to be fitting quite right now, & I spoke w/ a woman who had a very thick accent & @ the end of the call ehe asked me if I would like to update my data plan to one of the current plans. She explained that I had 5gb of data for $20 & told me ot was an out dated plan. I was then told that in just a few minutes she could update my plan to a more current 2gb data for $20! Lol! I tried to explain why this would be silly, but I soon realized I was just spinning my tires. I can say she was very friendly! Lol… There really is a language barrier at times though, I dont think he is a biggot, he’s just frustrated. When you have an issue, its difficult to explain it over & over! The majority of Tmo reps are VERY nice ppl, doing their best in a VERY tough situation!

  • 123

    Talk is cheap. 

    • 345

      On tmobile, text and data are affordable as well! :)

      • http://www.twitter.com/mrjlwilliams J. Williams

        Ahahahahahah.

      • androholic

        AHHHH…THAT WAS CLASSIC! And I dont mean unlimited…

      • 30014

        One of the best replies ever in this blog.

  • TMoFan

    I don’t trust Humm at all. It’s no coincidence that the sellout was announced not even a few months after he came over here. He had to have been privy to the sellout talks and was charged with keeping the business steady during the “merger”.

    What’s the one thing that the President does after reelection? They shake up the cabinet, and bring in new people who will further their new goals. Clinton did it; Bush did it; and Obama will do it (assuming he wins reelection of course.) This is what needs to happen to T-Mobile. Anything other than that tells me that DT is only interested in stringing T-Mobile along until they get another opportunity to sell. I want to see T-Mobile thrive and prosper. I want to see them return to their glory days during the original sidekick years. Staying the course will get us nowhere. We desperately need new innovative ideas!

    I’m hoping that the February announcement will be the start of a new beginning for our Magenta.