T-Mobile Releases Statement Regarding JD Power Showing

T-Mobile is on the offensive today, hoping to get word out about their own disappointment on today’s fourth place JD Power wireless customer care awards. While we’ve already got two internal statements covered inside our earlier post, this is the official media statement being circled around courtesy of T-Mobile’s PR team. I appreciate T-Mobile’s recognition of their own disappointment and I truly believe they can bring the level of service we expect back this year. They have the tools and now they have the motivation to do exactly that. It’s a challenge, but hopefully one they will not only succeed at it, but also raise above their own previous success to new-found levels of customer service greatness. I know that’s exactly what the front-line team and customers want.

T-Mobile Addresses Latest J.D. Power Customer Care Results

Delivering outstanding customer service is core to T-Mobile, and we’ve been consistently recognized as a leader in Customer Care. This makes our fourth place ranking in the J.D. Power and Associates 2012 Wireless Customer Care Study difficult and disappointing.

T-Mobile incorporated several changes in a short period of time at the beginning of this reporting period. We introduced many new offers combined with changes to our policies and procedures, which made it difficult for our frontline to deliver the highest level of service to customers. Realizing the impact, T-Mobile reacted quickly and made significant adjustments to improve service. For example, changes made to our Speech Interactive Voice Response (SIVR) system have been well received. We’re also making strides to more efficiently resolve customer issues.

T-Mobile is committed to re-establishing our outstanding service reputation, giving our customers the great service they expect and deserve.

 

Tags: , , , ,

  • Wilma Flintstone

    25 more days and I’m good. :D

  • jon

    There are several factors that did this. To those blaming just the reps as “rude” shows you have ignorance. I will be the first to admit the old way of giving away the farm was suddenly shut off. In addition many reps had a hard time grasping the concept of providing great customer service WHILE promoting a selling culture. Many reps felt like “used car salesmen”. Many of them were fired for not adapting to the change. I won’t defend the poor quality in that respect. But there are several other factors at play here. One example would be the OUT SOURCING! The old flex pay customers would get the PHILIPPINES. This is also true for anyone on a monthly contract. The monthly customers still getPhilippines. If you are a walmart family plan customer, you dont get tmo customer service at all. Walmart handles their own.
    Another reason the customer service suffered is because of DTs inability to recognize the difference between their europe customers and the usa customer base. 95% of T-Mobiles base in europe are EASY PAY customers…meaning they seldom call in to customer care/financial care at all. The exact opposite is true for the usa customers. About only 10% of you all are easy pay customers. DT needs to get its head out of its ass and realize usa customers and their demands are vastly different than their european counterparts. Lastly, TMO USA needs to beg SUE NOKES to return. Her leadership and expertise in customer service are unmatched. Humm needs to personally call her and get her back onboard.

    • Guest

      You’re totally contradicting yourself. You say don’t blame the reps yet you clearly admit the only ones who stayed are the sales driven jerks who have no regard for any people’s problems other than selling them a new device. A bit confused but okay… lol! I do agree about bringing back Sue. She was great!

      • jon

        I am saying it isnt a matter of the reps being rude. The reps were basically thrown a concept of a selling environment and were told to execute this shift virtually overnight.
        I work for a retail company that went though a similar transition. What made our transition a success was a slow rollout and massive amounts of training. We did not want our associates to feel like used car sales people. We wanted them to “solve” our customers needs. We trained our associates to ask open ended questions to get our customers talking about their projects. This enabled our associates to qualify customers. We also taught them to read the merchandise in the basket so they could make suggestions and also keep customers from using the wrong tools or making multiple trips to get the right materials. We also empowered our associates to take care of customers (up to a 50 dollar limit without the manager approval). I could go on and on about how we transformed into a selling culture AND still provide world class customer service. But ours was a slow ( 5 year) thing. And we still spend countless hours training on this type of customer service. I am placing blame with tmob for forcing their change at lightning pace. It left a lot of attrition and a lot of otherwise good reps ” dead” in its wake. It sucks the reps werent given time to adapt to these changes. On the flip side, I hold the reps accountable for adapting. Some reps are still not understanding the concept of a selling culture WITH great customer service. There are some that think it’s one or the other. Those reps need to get onboard or get left behind. You can do both.

        • Damien

           Here’s the difference from what it used to be, reps before didn’t have to do technical support at all, have to do sales on each and every call, and to top it off they have to do it in 20 seconds shorter than they used to have to do it.  Also, it’s not about what you sell but what you remove.  Reps use every mental trick possible not to have a customer drop their rate plan or remove a feature. 

  • Anonymous

    Lol their automated system tweaks have been well received huh? I despise the new automated system. What happened to the days when I could say representative…and get a representative?

    • JBLmobileG1

      Agreed. While you still eventually get to a human being the hassle of going through a bunch of hurdles to do so is annoying. Fix things for the better Tmobile… not for the worse.

  • Jack

    STOP OUTSOURCING YOUR CALLS!!!!! I REFUSE TO SPEAK TO A PERSON WHO WILL SCREW UP MY PLAN BECAUSE THEY HAVE LIMITED KNOWLEDGE OF ENGLISH AND NO CLUE WHAT THE PHONE I’M USING EVEN LOOKS LIKE!

    • David Icke

      The outsourcing is at the same level it has been for the past 6+ years. Same ratio T-Mobile has already had.

      • Jack

        Have you tried calling 611 anytime recently? Lol the only way you get an American is if you ask for billing. Reason why? Americans know how to sell. If they outsourced that part, the Indians would never sell a single plan (because they dont know what the hell the plans are, whether you have coverage, or anything else related to the company apart from what it says on their measly check). Anytime you ask for Tech Support you get a fool who has no idea what the hell a warranty exchange is and will try to send you to the PHP company when all you need is T-Mobile to send you a replacement phone (under warranty) who’s touchscreen will actually respond. I’m foreign myself, english is my fourth language, but dear god, not even I can communicate and understand these people. There’s absolutely no way to get your point across to them. IF TMOBILE WANTS TO INCREASE THEIR RATING, HOW ABOUT THEY MAAAYBE, JUST MAAAAAAYBEE GIVE US CUSTOMER SERVICE PEOPLE WHO ACTUALLY KNOW WHAT THE HELL IS GOING ON AND WHAT THE CUSTOMERS ARE TALKING ABOUT SO THEY CAN RESOLVE OUR ISSUES!

  • http://profile.yahoo.com/VBJ5Y5AO47AZSVVVBSFEBI6GVU karma l

    it is interesting to read what many of these tmo reps are writing below.they are why tmo sucked. 

    • Damien

       You do realize the reps can only do what they are requested of.  If the reps kept with the same great “customer first” position that we had before the changes then you get fired….period.  Now it’s all about sales and keeping customers from lowering their plan.  The reps very very leeway of freedom to help the customer without being fired.  It’s not the reps fault, we’d like it to be the way it was and giving great customer service.

      • Guest

        I wish we had more reps like you!

        • Ghost of Kim Jong-il

          I totally agree, having been “fired” from a magenta call center because I’m “Losing the company money” only by doing what is RIGHT for the customer. I have issue with having to find a way ANY way to convince the customer to keep a feature that they do NOT need, that is NOT looking out for the customer. When I went thru training, the focus was CEO (Customer, employee, owner). That focus has changed.  Hell when I was let go, I was told exactly that “You are losing the company money!” Looking back, I have no regrets about doing what was right for the customer. Hell, I even told my sup and my manager AND HR, “My job is to be the advocate FOR the customer” not to screw them over. The change from Customer care to “sales” has caused a huge conflict of interest. You can’t have it both way’s….

          Your friend and BFF

          Ghost of Kim Jong-il  

  • Rdotson

    I think it all went downhill when Dotson left and humm took over…. Humm is good with mergers not understanding the American consumer….

    • Guest

      Mr. Dotson, are you so desperate now that you’re contacting us here on tmonews lol? Humm is a shithead btw…. Dotson was much better for us but wasn’t bringing in the cash, apparently.

      • Anonymous

        I think T-Mobile would still be in the place it is right now even with Dotson.  I like Humm for taking on at&t and verizon initially with the marketing… and I bet if not for Humm T-Mobile wouldn’t have pushed to call HSPA+ 4G.  Although these moves are all admirable they haven’t resulted in anything positive when it comes to marketshare numbers.

    • Anonymous

      It all started going down hill with you Dotson, the guy before you who came up with the “get more” campaign did much better than you!!!!  he actually made the company grow!

  • annon

    I love the cat picture!  lmao.  

    To be honest, all these new policies have alienated the customer centered focus.  The new restoration fee, handset exchange fees, handset exchanges quotas (Customer service reps have quotas they must meet for handset exchanges.  Doing too many exchanges means termination), domestic roaming limit, and bad equipment quality (G2x, wildfire, comet, sidekick 4g, and sensation come to mind) are some of the changes T-Mobile has incorporated that has made them, a wireless service provider.  

    In terms of customer experience, front line employees are getting mixed signals.  The focus on the customer shifted to Call Resolution Time. Average time per call.  Their goal is to get you what you need, as fast as possible, while following these new policies that center on giving customers walls instead of resolutions, and in a way you can give a positive survey.  We can only do so much without getting fired. Looking for a new job.  

    • customers are just as bad

      To many exchanges leads to termination? I’m CSR 1 and have Never seen that, if you are doing to many exchanges, it means you aren’t doing your job, reality is 40% of handsets aren’t actually defective, its simply user error.

      • annon

        I’m corporate employee ATSG and our goal is less than 7%.  Sometimes, it has to be done.  Have you ever gotten penalized for doing the right thing?  It may cost you your job.  

        • David Icke

          ATSG doesn’t exist anymore — so either you’re a filthy liar or an ex-employee who just hears rumors.

          Either way – stop spreading disinformation. The current goals for Tech Care are <7%, and for Specialized Tech Care (Mobile Broadband support) <2%, and yes you can be Terminated, at any level, for not meeting that statistic.

        • Raajank

          David ever hear of HD2 it sucks and you idiots keep saying all our phones work just fine. Give shitty service and shitty phones eventually will lose all customers. Especially the Executive Customer Relations morons.

        • David Icke

          Your current reply has no basis for the discussion at hand. The HD2 was obsolete before the reps were held accountable for exchanges in that respect. In fact, the HD2 was exchanged rather easily.

          Calling people idiots or morons defeats the purpose of a discussion, I feel sorry for you – your future or current children – and the future of the planet if this is the best you can do.

  • http://www.facebook.com/people/Robert-Dupuy/100002214736245 Robert Dupuy

    The automated system is completely asinine. It can’t understand what I’m saying and then hangs up on me?   Are we so far removed from the days when you called, and a person answered, that the clueless system builders can’t imagine just handing off the call to a representative and say instead ‘I can’t understand you, so I’m hanging up now?’ LOL.  C’mon, words can’t describe how incompetent the system really is - 

    But you know what, what happened to me recently could have happened at any company – the salesperson lied.  Sales people do it.   It happens.  Point blank told the salesperson that I had a grandfathered Web for Phones plan on a Nokia Nuron, and that I would not upgrade to a Lumia 710 if it meant giving up my plan.

    No problem, she said – she could ‘confirm’ that I would not have to change my plan.

    Few days later, phone arrives – and suddenly I’m the biggest idiot on the planet – “of course you can’t keep your plan – this is a smartphone”.

    I sent the phones back.  Sigh.  No apology.  No attempt to keep me as a customer.  Just explaining how I’m stupid because I believed the original lie they told me.

    Whatever guys – keep on truckin – your whole staff is on automatic.  No, the support staff is not hardworking, and great, and none of this is their fault – BS.

    They are completely on automatic.  They read from scripts and can’t understand what is said.  They make excuses for liars – and if they say they’ll reactivate your old SIM card – rest assured that they won’t.  you’ll call them back, day after day, hoping to find the one rep. that will stop his sales pitch for warranties and other services long enough to actually re-active your SIM.

    The Nuron was out of service of 3 days before they finally re-activated it.  I’ll be ex tmo within a month.

    Customer lost.  I’m a good customer for the most part, I pay my bills – I know what ETF’s are and I don’t mind paying them either – really its not that big of a cost to get out of a contract. 

    • Rory Lewis

      Listen to you, Tmobile should be able to fire customers like you

      • http://www.facebook.com/people/Robert-Dupuy/100002214736245 Robert Dupuy

        take your meds Rory

        • 123

          I seriously lol’ed when I read this. 

      • Guest

        Don’t worry… they’ll fire your sorry ass soon enough when they revamp their current snakepit of reps! You’re the most bitter, pathetic rep I’ve ever heard. Go get some therapy for God’s sake!!!

    • http://www.facebook.com/people/Robert-Dupuy/100002214736245 Robert Dupuy

      Rest assured they are well on their way of ridding themselves of the problem of having customers.

  • Anonymous

    I just called Tmobile Support today, and I have to
    say I’m beyond disappointed in what it has turned into. 2 years ago I would
    have somebody on the phone that spoke the same language and understood how the
    system works, and sometimes even my phone.

    I called to simply ask if I would be charged
    international roaming if I called the US on wifi calling from outside the US.
    It just seemed like the person on the other end of the phone didn’t even know
    what wifi calling was. It took 20 minutes to get an answer to this simple
    question. On top of that the Automated system hung up on me because it didn’t
    know how to route my call! HUNG UP on me, really Tmobile, what a joke.

    The reason I switched to Tmobile was because of
    Customer service. Now I’m thinking of leaving because of it, what a joke!

    • Anonymous

      I’ll agree with this one.  The reps and the company in general really need to get on that WiFi Calling.

    • Howell Ruehl

      YES YES YES!! Finally, I agree with you on this 1000%!!! I called one day because I needed to make sure my new Amaze 4G was on my line of service because I was having problems connecting to the internet. Come to find out, I just needed to put the SIM card that came with the phone in the phone. They had no recollection of me purchasing a new phone. They kept asking me about the Sensation on my account. I don’t have a sensation. I asked them to remove that and make sure the Amaze is on my account. Got that done. But it took me 20 mins to get the point across that I kept getting an error message that wi-fi calling wasn’t working. TWENTY MINS!!!

      I don’t mean to be rude, but as soon as I call customer svc and hear someone that I cannot understand, I hang up, then have to go through that STUPID SIVR system. I keep repeating where I need to go, then it just HANGS UP ON ME! No, that’s RUDE! If I did that to my mom, OHHH, I would never here the end of it. I finally spoke to someone and got my problem solved.

      THEN…one day I got on chat and was asking a very simple question: “With the Amaze 4G’s EOL soon, what what are my options if I have a problem with my phone in the future and the current model is out of stock…what will my options be for a handheld replacement?”

      Pretty straight forward, eh? I get the response: “What sort of problem are you having with your HTC Sensation?” I was LIVID!! I told them in a nice way to please re-read what I just wrote and to remove the sensation from my account.

      It does seem that some of T-Mobile’s customer care have taken a dumb pill in the morning. SOME of them, NOT most, and definitely NOT all. Hopefully corporate will actually read these comments and improve on 1). Their SIVR system. Get rid of it. Use Wells Fargo or Chase’s SIVR system as a model. 2). I know its tough out there getting a job, but hire people that can clearly speak and understand English. This is America, please speak and understand the language. 3). Take everyone’s comments and rebuild the customer svc experience, because in my experience, I’m NOT convinced it’s working. Not like it was 8 years ago when I signed on.

    • Angie

       i wanted to  do a buyers remorse return  but the rep on phone gave me an address in NY, i told her what are you saying? r you sure the return address is not somewhere in texas? after 30 mins hold, i was told sorry, you are right and then gave me the right return address.

      next story:: TMO acceps the phone but wont reverse the contract even though I returned the phone within 14 days buyers remorse in brand new , unopened condition.

      they are the biggest rip off now!

  • Anonymous

    “the wireless industry has spent YEARS giving handouts from free phones to free first months.”

    It’s not free. It get discounted up front and the balance collected from the contract paymentscontract fees.

  • Anonymous

     Who cares what they want? Just do it and quit screwing around with the customers. Didn’t these guys learn anything from the Home Depot fiasco?

    The story here exactly prallels that one. Company got a great reputation for great customer servic, then goes for the money without considering how hard it is to get a reputation. Fix it soon or I will be gone.

  • Guest

    Based on some previous comments posted by CSRs, I clearly understand the issue now. The reason for TMOs fall to 4th place is those ridiculous customers and their unrealistic demands! Being that Verizon and Sprint both have reasonable customers explains their higher ranking. Sounds logical to me.

  • http://thesistown.com/ thesis

    Good job. All of them are useful.

     
     

  • Anonymous

     “My only concern is our customer base and there sense of entitlement.”

    They are entitled. They are paying you. You don’t seem to understand the concept that when somone pays you, they expect to be treated with respect.

    “when is a phone upgrade discount not enough”

  • Anonymous

      “My only concern is our customer base and there sense of entitlement.”

    They are entitled. They are paying you. You don’t seem to understand the concept that when somone pays you, they expect to be treated with respect.

    “when is a phone upgrade discount not enough”

    First it’s not a discount. It’s a way to lure you into renewing a contract where the payments cover the cost of the phone. Are you really that stupid or do you think we are. Second, what does that have to do with bad customer service? You gave me a phony discount so you can give me bad service?

    T-Mobile’s rating is at the bottom because of cretins like you.

    • Anonymous

      Do yourself a favor and never own your own business.  You will be entitled to give people free stuff because they are entitled to your hard earned money because they expect that out of you because you own a business and that means you have more which means they are entitled to your profitability… right??    

      You’re right its not a discount.  What you are referring to is basically an M.S.R.P which doesn’t exist to a company such as tmo that buys their devices in bulk.  

      Most importantly, T-Mobile is at the bottom because of their business strategy, poor management, high churn due to high risk customers (that think they are entitled to everything including not paying their bills), and their spectral disadvantage.

      • Anonymous

         Many phones, especially iPhones and other “hot” releases cost the carrier MSRP. The carrier isn’t in the phone selling business. They are in the cellphone service selling business.

        The first part of your post is near unintelligible. What’s your point there?

        • Anonymous

          Firstly,  there is no such thing as “the cellphone service selling business”.  They are a service provider, SERVICE PROVIDER… get that through your head.

          Second, the first part that was so “unintelligible” (we can assume that was the new word you learned today from google) was in reference to your understanding of “entitlement”.  Based on your loose usage of the word, you probably think you are someone that is entitled to many things just because you contribute your very little portion to society.  No one is entitled to ANYTHING.  For all i know you are like the 50% of Americans crippling society and sucking up some sort of welfare benefit.  
          Also the legend of carriers paying MSRP for most devices is a pure load of crap for the most part. With the exception of VERY few phones like iPhone, the carrier never pays the bloated MSRP estimate.  But your understanding of this seems somewhat sound so i’ll give you a passing grade on that one

          Check out a site like moneyning.com and search for articles pertaining to MSRP and maybe then you’ll actually sound less “unintelligible”.  A site like that will be good for someone like you, they put things in very practical terms and avoid using very big words.  

          in fact, check this out from moneyning.comhttp://moneyning.com/money-beliefs/money-beliefs-that-hurt-your-finances/ You’ll probably find it helpful.Go read a book while you’re at it.

  • Joe Small

    I don’t like the fact that Sales Reps are now trying to sneak features I don’t need or want into my plan by bundling everything together..  Do they think  all customers are dumb and we don’t do our homework??  What a Joke!

    • Supercool

       my 100$ credit for upgrade was removed after the phone order was shipped. unbelievable!
      I had to call at least 5 times in 3 days to speak with a senior retention rep to have this credited back to my account.TMO will  be a thing of the past for me soon

  • http://twitter.com/Bongbillawong Hung Nguyen

    A Tmobile Iphone will solve all the problems. Well atleast for me it will! I know i will be a happier Tmobile customer!

    • Roshni

       I will go for iphone only if the following is added on top of the current  junk IPHONE 4S.

      at least 4 inch screen,
      1.5 GHZ
      4G

      • Guest911

        You are not very bright – despite your name.

      • Anonymous

        wow, your utter lack of thought makes me sad for you.

    • Anonymous

      a phone will not solve customer service problems.

  • terry

    Been with T-Mobile 9+ years. Why did they decide to downgrade service last year when all the AT&T talk was already keeping folks away? They defiantly added $750 premium protection plan twice. I had to write a letter to corporate when I returned phone just to go back to my old plan. Prior to 2011 they were the best.

  • Anonymous

    In the two years I’ve been with this company, I’ve seen the company change significantly. Sadly, it has become a pure numbers game as soon as Dotson left. That pressure comes from the upper management all the way down to store representatives. For example, if you don’t hit a percentage for insurance sales/php, you have to be on some bs conference call where you get b*tched at for 45 minutes and you have to follow along with powerpoint…..

    As for discounts, budgets keep facing cuts. Higher ups flip sh*t if you use discounting too much, credit too much, etc. And they keep giving us less and less to use to make customers happy. When you take that away, customers get pissed, curse out reps for stupid stuff that we have no control over because we can’t do anything. This in turn discourges reps which leads to customer/rep communication issues. 

    People on here say reps are rude and insensitive. Let me give you a little insight on the circus my store deals with on a daily basis: (These are actual events)

    Working at my store, you MUST have patience because when I say this I don’t mean to be politically incorrect but my store feels like an episode of Maury Povich mixed with Grand Theft Auto III. I had a guy pour himself a giant vodka cranberry in my store because he got tired of waiting. I had two women walk in my store last week reeking of weed (I smelled it 15 feet away as soon as they opened the door) and then loudly argued over their weed “Girl ima tell you I jus done smoked my last ounce! Shiiiitttt”. I had some woman call me a f**king a**hole because we couldn’t make changes to her flexpay acocunt because they no longer support flexpay (I offered to move her to postpaid or switch her to prepaid to save her money). I’ve had a guy try to fist fight me and my manager becasue we asked him to leave after he was screaming into the demo phones “Naw ni**a I din take yo weed!” (insert f bombs) with a store full of customers. I feel like my store is the welfare office sometimes. 

    But retail has made me appreciate things a lot more and I believe EVERYONE should at least work one retail job in their lives. I still love my job and the people I work with and everyday I go into work I do my best to hit my goals and make my customers happy. I’m just glad I have a few days off per week to keep my sanity. 

    All I’m going to say is that my friends that work at Verizon don’t have to play PT Barnum everyday hahaha

    • Guest

      I worked at one like that for 3 years. Needless to say, I moved to a different location ;) I’ve had many of the exact same things happen to me. People are just trash… of course, it depends on your location

    • Anonymous

      Yeah, whenever i go by the T-mobiles stores here in downtown boston i’m often reminded at how crippled American society has become.  Seriously, I think i see at least 8 generations of welfare in line feeling entitled to a new device or free service somehow.  The best part is how vastly different  the Verizon and AT&T stores are down street where all the business men from the financial / medical district and colleges in suits and ties are browsing or receiving service.  

      Gotta love those high-risk customers!!!  they do wonders for T-mobiles metrics!

  • http://profile.yahoo.com/QUBVABS3JUX35PEMDL4P55E3P4 Richie

    I’ve been with tmobile since 2005 and last year Tmobile made me hate them more than ever. I had the Unlimited data plan (the true unlimited data plan) and I asked for ONE of my two lines to get a 2gb (which was not my line which is the true unlimited data plan) data plan because that line didn’t have a data plan for internet access. So the change was made to that line for the 2gb and everyone was happy. Then a month later when I was on my phone watching a netflix movie I get a very odd text message. The message said “you have reached 4.5gb of your 5gb of high speed internet” At that point I was dumbfounded! I said to myself this has to be a mistake! I immediately called Tmobile to address the problem and they told me I am under a 5gb data plan. I told them I never renewed my contract and I should still have my original unlimited data plan. You wouldn’t believe what this man told me. He said “you have never went over 4gb for a few months so we adjusted your plan to a 5gb data plan” T mobile acted on their own with out my knowledge! Saying that when I made a change to the other line for the 2gb of data they said a change was also made to the unlimited data plan. which I didn’t make!! They said they cannot make me get my old plan back because it was not in their computer system so I cannot get the True unlimited data plan. This is when everything changed. I never liked Tmobile for the actions they took with my contract. So Tmobile you deserve to drop down to 4th in JD power and i hope you stay there! I wont change to any other carrier because this is the only company with the best plans. that is the only reason why i am staying. 
     If there is any mistakes in my response please disregard them. I didnt have anytime to revise 
    TMOBILE I HOPE YOU READ THIS!!!!!!
    ok im done.. 

    • Anonymous

      Tmo did this to everyone. Dont you remember the articles saying that there was a 10gb throttle all along and then they moved it to 5?

  • Guest

    burn baby burn

  • Anonymous

    It seems like tons of people I know of had problems with customer service within the past year including me…I thought the sudden abysmal change in customer care was a ploy to get people infuriated enough to jump ship so ATT could go in for the kill.  Keep it up this year TMobile and this customer since the days of VoiceStream will be sailing away on a life boat.

  • http://pulse.yahoo.com/_LKYLQULBNH4UQQJYPUIQQ6TDS4 Jake

    If you go to a used car lot, they’ll lie to you.  Salespeople do it.  It shouldn’t shock anyone.I asked a salesperson one time, I see you sell a lot of rental cars, I don’t want a rental car – and he comes back, this car was never a rental, it was a trade-in.  So, I buy the car, check its carfax later – sure enough it was a rental.

    So Tmobile did the same thing to me, lying about if I got a Lumia 710 that I could keep my old data plan “Unlimited Web for Phones” that I had on my Nokia Nuron S60 Smartphone.  
    But what gets me is – they have you do this 2 year contract renewal where it specifically states – that you are only extended the time period by 2 years, that all previous conditions apply.

    The salesperson says, you can keep your old data plan.  You obviously haven’t selected any new plan.  The renewal agreement seems consistent with the statement nothing has changed, except the renewal for 2 years – but then you discover by accident that they’ve slammed through a plan change.

    You aren’t on unlimited data any more, but 250MB cap – which is a ‘materially adverse’ change – you go over 250MB you pay $$$, in the past you didn’t pay $$$.

    And the attitude of CSR’s is wow are you terrible customers and isn’t it awful how a discount carrier has all these terrible customers.

    You know what, I’d rather pay more and be a good customer at a good company, than be a terrible customer at a terrible company.

    They’ve earned their scorn – tmobile management and CSRs.

  • TheWayOfThings

    And again, T-mobile “Leadership” completely (and I believe intentionally) ignores what has made T-mobile customer customer service go straight down the toilet. When you make sales the absolute top priority, customer service suffers for it.

    I understand that T-Mobile is a business and needs to sell products and services in order to profit and grow as a company, HOWEVER, doing so at the expense of treating the customers right is short-sighted and ultimately will end up costing the company in the long run.

    If T-Mobile really wants to fix the problem, it is very simple. First, get rid of the ever-increasing sales quotas that customer service reps have to meet in order to avoid being fired. Selling products and services can be encouraged through incentives rather threats of termination. Right now, reps are commanded to make a sales attempt on almost EVERY CALL.. we’re talking about 99% of calls here and if they don’t disciplinary action is taken.

    If a sales quota must be had, instead of making it a “meet the quota or be fired” situation, they could make it a “meet the quota and you’ll get a nice fat bonus” deal. Sure, there will be reps that really don’t really care about the bonus, but I think that would just create a nice mix of sellers and reps who just want to focus on service.

    Second, get rid of the policy where removing a feature or lowering a rate plan is punished. It is the fear of termination that drives a lot of the underhanded unethical behavior that a lot of customers are enduring. “Oh god! I just had to remove four $30.00 data features from an account, because the previous rep ‘was disconnected’ before they could do it. Now I have to make that up or I’m screwed!!!” That rep now faces an uphill battle of trying to save their sales numbers for the day, and if they are on disciplinary steps for low sales numbers already, they may feel forced to resort to less ethical means to save their jobs… (less ethical means = double-talk and dishonesty to get a feature added, or “accidentally” disconnecting a caller before a requested feature removal can be completed) 

    It used to be, that when a customer called Customer Care, they knew that if something was wrong on the account, it would be fixed. If they were paying for a service that was not being utilized, they knew customer care would bring it to their attention and offer a less expensive alternative. Customer Care used to be “the experts” and were told that if something wasn’t right on the account, advise the customer and FIX IT. Now, it is the opposite, reps are told to assume the customer has complete knowledge of their account, and just try to resolve the stated issue they are calling from but most importantly, MAKE A SALE! 

    Third, increase the amount of time allotted to the reps for resolving issues. Every year (and in the last year especially, sometimes monthly) the reps’ average “call resolution time” keeps getting shorter and shorter. Customers wonder why they are being rushed through a call with only flimsiest of resolutions. Well, reps have their eyes on the call-time clock more than they have on the customers’ accounts. Customers don’t like feeling that they’re unimportant, but when a rep is more worried about how long the call is taking than getting the issue resolved, that’s exactly how the customer will end up feeling.

    Fourth, simply customer care’s responsibilities. Five years ago, customer service focused on providing phone upgrade orders and account maintenance (billing issues, adding/removing features, etc, with a smidgeon of technical support, for simple basic trouble-shooting on standard phones. Now, customer service is expected to do major troubleshooting on high-end data devices, payment arrangements, full-on sales and all kinds of other issues that other departments are better trained to resolve. Transferring customers to other departments has become a punishable offense, so customers are often given less than proper advice, support, information and resolutions, rather than the rep taking a hit to their transfer percentage.

    Fifth and final, GET SOME REPS ON THE FLOOR! Over the last year, there has been a concerted effort by management to gut the workforce. The local call-center here went from almost 700 reps to less than 300 in a year’s time. Management put out that this is normal natural attrition and perfectly normal fluctuation of the number of employees. It is NOT.. it was an intentional downsizing of employees done in expectation of the AT&T acquisition… plain and simple. However, instead of getting the negative press of just laying employees off, they made policy changes and pressured front-line managers and supervisors to fire as many reps as possible, less they themselves be fired. Anyone who has any intimate knowledge of T-Mobile operations can tell you that attrition last year was anything but “normal”. Less that 300 reps on the floor at a call center during “Showtime” (the busiest time of the year) and no hiring done in anticipation of it, is NOT NORMAL. All in all, more reps, equal less hold time, less pressure to get the customer off the phone as quickly as possible, and ultimately higher morale for the reps, which translates in to better treatment of the customers.

    As it stands, reps are being squeezed for everything they’re worth and the customers are suffering for it. Reps don’t like treating the customers poorly but many feel they have no choice but to do so, otherwise, they’ll find themselves looking for work in a job market that is currently saturated with unemployed people looking for work.

    T-Mobile used to have a philosophy that if the reps are happy, they’ll make the customers happy and that will make the owners happy by making money. It has been replaced by terrify the reps, they’ll squeeze every penny out of the customer that they can, and the owners will make a quick buck.

    • tmotech

      Fully agree. When I started at T-Mobile, the focus was the T-Mobile Values. I haven’t heard a damn thing about values coming from leadership for the past year. It’s all about cost-saving/revenue-generating measures. This whole “regain JD Powers” focus feels very fake and hollow while leadership is introducing more and more policies that will save some money and royally piss customers off in the process. And the excuse is ALWAYS “this is in-line with the rest of the industry.” Brilliant. If we make all our policies no better than the other providers, what keeps our customers here? It sure isn’t customer satisfaction anymore. Leadership threw that out the window in the name of cost-saving. The frontline reps care about customers, but we have to keep our jobs and leadership is making that very difficult.

      T-Mobile used to be known for having the best customer service and a huge part of that was having the most customer-friendly policies. Even if we fix the experience our frontline reps are providing and every customer can get fast, friendly service again, will that be enough to satisfy customers as we tell them things like “sorry, you can’t check your email anymore because you roamed in Montana for half a day and used all of your 50MB of roaming data?” I’m pretty pessimistic.

      • Anonymous

        No you are realistic and haven’t sipped the kool-aid like many of the sheeple of the magenta universe.  If it sounds bad, looks bad, and makes you feel worse than it’s probably not a good thing that you are experiencing.  The current management isn’t doing its job well and that’s a fact!  

    • Damien

       Don’t forget they are asking CS reps to do all extra work and do it in 20 seconds shorter time per call than they used to.  So add a ton more to the scope of support and sales, but at the same time you have to get them off the phone faster.  That means that there is less time to build a relationship with the customers and make sure the account or policies are correct.  I know I get at least 5 calls a day where reps told someone the wrong information and never bothered to look up the policy.

      I know one rep personally that was hammered in coachings for giving out wrong information but because his sales and CRT times were good he got moved up to CLT.

      • TheWayOfThings

        The third point I made was increasing the allotted time reps have to get things done.. so yeah, I covered that.. LOL

    • Anonymous

      It’s unfortunate, i’m not a fan at all of modern T-Mobile and i’m very expressive about that here in the comments. My sympathy goes out to the workforce though.. you guys have to take the blame for your crappy management.  

      Everything you are complaining about stems from terribly inefficient sales management and work force management. 
      It’s harder for a company like t-mobile in its current position to stay profitable so i can see why they do the DUMB things they do especially in workforce management.  However, if you can I strongly encourage you to make a change in your life and pursue another career or go back to school to possibly pursue something else if that possible.  Working for a struggling company is stressful.  Morale is a constant issue, and i’m sure many of you are struggling with frustrations because of what your blind managers are putting you through. 

      Don’t stick around and take it, find something else, pursue a dream if plausible.  From the sounds of it, you are burnt out from your current occupation.  Just try and move on if you can.

      • TheWayOfThings

        I appreciate what you’re saying, Gouv.. but I never said I was currently or previously a T-mobile employee.. I do have inside knowledge of the inner-workings of T-mobile, that is true, however I’m not an employee. These are just the issues as I see them. Cheers!

        • Anonymous

          Sounds like some serious inside perspective and actual suffering for a non t-mobile employee.  But hey, good luck with whatever you are pursuing!

        • TheWayOfThings

          Your skepticism is duly noted, and is really quite understandable, however, suffice to say, I am just very close to and care deeply about some people who DO work for T-mobile. I hear about what’s happening in great detail and I see what it is doing to them and thus I take a great interest in the matter, learn as much as I can from as many sources as I can, and speak with a lot of passion about what problems I can see.

          Some of the Team Magenta Cheerleaders around here don’t like it, but I just calls it as I sees it, ya know? 

          Again, I appreciate what you’ve said, not only in your response here, but also in response to other posts.

        • Anonymous

          yeah, those that drink the magenta kool aid usually “shun the non believer”.  No better example than the feuds I’ve had with my new frenemy @Tbyrne:disqus .  

          I personally didn’t understand how the business world usually works and how to balance a business eco-system properly until i pursued my MBA.  Now that i’m in management myself (engineering management)  things have become much clearer to me and i’m usually pretty accurate at spotting the knot by visual inspection these days.  Regardless of what type of workforce you are dealing with and what education your employees have there is always major basic things that any manager can take care of.  EVEN T-Mobile.

          Sadly, T-mobile has a lot of knots, most can be easily fixed but their corageous attitude from the flexpay / early my faves days has buried them.  

          Further more their parent company is just holding them back.  

          T-mobile management would truly be fixed if the executive leaders would truly feel accountable to shareholders.  Being held accountable to a parent company that doesn’t truly care except for the bottom line is quite sad.  

          If they were a publicly traded company, long term investors would be on them and then they’d be really analyzed.  Their actions now seem very irresponsible to me at times and that likely because of DT.  T-Mobile never has enough resource to truly expand because DT is sucking it up and giving them what they barely need.  They are truly whoring T-mobile USA.  I bet that if T-Mobile got to actually keep what they made in profit than we’d see a whole new T-Mobile.  I can only imagine how much DT is sucking up!!  They probably limit t-mobile to bare operating and payroll money which is sad.  Then factor in the high risk customer base and you have a huge f-ing mess.  An accountants worst nightmare.

          T-mobile USA is big enough and likely runs very independent from them more than we realize.  They need to cut the financial umbilical from Germany, and take their own baby steps and grow into themselves.  They can do it, heck DT wants to do it.  It’s just a matter of time.

          BTW it sounds like your friends are front employees that work in retail or customer service?  they seem to have direct hands on experience with customer?

        • Tbyrne

          Gouvy. It’s not Tony Byrne. Nice try though.

        • http://tmonews.com David

          Guys, stop replying to each other. This is ridiculous, this conversation is over.

        • Anonymous

          i wasn’t going for specifics, as far as i konw its really Tbyrne motorsports and performance which was an performance shop that no longer is in business.  They operated in Fall River,MA which is about 1/2 hour away from where the gouvy grew up.

  • Hidingfornow

    Just FYI, they are currently re-evaluating a couple of calling centers that operate outside of the USA; feedback has been that they are overly scripted, unable to understand needs efficiently, and overall lack of interest in the customer.

  • anon42

    T-Mobile customer care began a nosedive when Nokes left. Don’t expect it to get much better guys/gals. A few things the company could do is continue to upgrade the stores to the new look, staff the stores properly, empower the frontline store reps to solve situations without calling care teams, and have at least one assistant manager in each store. If they really want to challenge the big boys, we already charge the customers ridiculous fees, at least get the frontline up to par.

     

  • Anonymous

    You want to resolve my customer issues, how about updating the Vibrant to fix all the bugs? Every replacement or reset brings new odd issues up with no end in sight. Ugh

  • dag

    Two Words – Phillip Humm……

  • Mcauleym

    Absolute dread is how feel when having to call “CUSTOMER CARE”.  30-40 minutes later I finally get a lesson in the need for corp tax reform, as the non-US based representative, who is not properly trained, and lacks skill to think outside the script is now going aggravate my further.   If IT DOES NOT CHANGE SOON I WILL BE

    • http://twitter.com/nps_ca Nick P

      What NON US based reps????  I’ve NEVER had that even calling TMO this last week…

  • Namoralesjuacct

    It’s about time I remember T-mobile being tops in customer service. since the announcement of their possible acquisition by AT&T their service has gone down the toilet. everything from extremely long wait times to very incompetent people along with an incompetent system.  It’s no wonder apple didn’t want to give them the iphone. theuy have a long way to go to bounce back, but maybe this kick is the wake up call they needed. My perception is either they improve in all aspects or this company will cease to exist in about 3 years. ai switched one of my lines to sprint and whenever I need anything I don’t ever wait more than a minute to talk to anyone. Oh and yes, that autometed voice response system that absolutely cannot understand what anyone is saying? needs to go. get rid of that T!!

    • TheWayOfThings

      Don’t count on this “wake up call” to do a thing to fix the problem. In the statement sent to the T-mobile reps that was posted in a previous article here, T-Mobile is still going to focus on the aggressive sales aspect, or as they said in the statement: “Sales remains an integral part of our Resolve, Sell, Grow strategy and this isn’t going away. However, we must strive to balance Service and Sales. We will continue to ensure you have the right tools and resources to be successful.”  

      That sounds good on paper, however expecting reps to perform with the old T-Mobile values while at the same time still maintaining ever increasing ridiculous sales quotas, is more than a bit unrealistic.  They will put forth almost unattainable expectations and when those expectations are not met, they will fire more reps and send more jobs overseas.

      All in all, management will never trully hold themselves accountable for the T-mobile swirling around the corporate toilet bowl. They will blame the reps as always, while at the same time making it more and more difficult for the reps to meet expectations.

  • Sidekicker89

    Just got that email sent out to T-Mobile customers from Humm… I don’t believe anything he says anymore..

    • Littlesis1774

      What did he say now?

  • Hugo Vargas

    Yeah, I’m not surprised. T-Moble went off track when management decided to shift their focus away from customer service and mainly to the proposed merger. They did not balance those well. The result is not surprisingly accurate. Magenta fell from top to bottom; yea, even worse than AT&T. Now that is low.

    I’m not surprised by Verizon’s performance. They are more expensive, but they are so good at getting things done and making the customer feel important.

    • Damien

       No doubt that Verizon has the better customer service and network, but you pay quite a bit more than T-mobile per month.  If you just compare the single line unlimited talk, text, and 2GB of web(which has no overages on T-mobile), Verizon is $40 per month more per month and that adds up to $960 over the course of a 2 year contract.  If you have the extra money to throw out almost $500 more a year for better service then that’s great but I’ll never be a Verizon customer, not because they aren’t good but because they cost an arm and a leg.

      T-mobile could get a lot more things done if they made another $40 per month on their millions of customers.

  • Rage

    i think its gonna be crazy in about a year. i know of about 15 people waiting for their contract to end so they can leave. ALL of my family is on tmobile and ALL of them are just waiting. i dont think tmobile has even seen the worst yet. everyone they pissed off this last year is soon leaving…… just waiting. my 3 lines have 6 months left. kinda sucks i have always loved tmobile but i think they are in it for the money more than ever

  • Anonymous

    I have never had anything but awesome experiences with TMo customer service and TMo cell service. I’ll be staying until that changes.

  • TMOSince2003

    Best use of LOLCat on TMO news ever!

    • http://tmonews.com David

      I know!

  • Bobby

    WTG T-mobile. First, started 2 – 3 years ago you started firing your experienced tenured reps. Why did you do that? Ohhh, so you can get new reps, pay them less, give them no incentives/bonuses, and forget about raises. Now look what you got, 4TH PLACE, hahahaha!!! YOU TM brought this on yourself. Quit complaining to the media about your stupid business decisions. Don’t worry, all of us old tenured people who use to work there are much happier now. :) 

    • Albsilk1

      You hit the nail on the head…as a former employee..that’s exactly what happend…T-Mobile brought this on themselves

  • itiswhatitis

    Well they get what they get. In June of 2011 they changed their outlook on things and started forcing…or I mean coaching their reps to be salesmen. They say RESOLVE SELL GROW…what they really mean is fix the issue as fast as they can, get the customer off the phone and sell them stuff they dont need to make the bottom line look better and do it in 360 seconds or else. Who cares about the customer and how they feel but make sure you sell them something. 

    • Dominique

       It wasn’t June 2011 but August of 2010.

      • Bobby

        It was whenever the iPhone came out.

        • David Icke

          October is when a major JDP dive occured. Which is in line with your theory.

        • Dominique

           There’s no theory here, I work in the call center and it was August of 2010 when the customer service was changed to push sales on each and every call.

        • David Icke

          I am well aware of Resolve Sell Grow — but that does not quite always add up to being the only reason. The major dip in customer satisfaction was October.

        • Dominique

           It’s not the only reason but I believe it’s the heaviest indicator.   T-mobile has been losing customers since the Resolve Sell Grow started.  How does T-mobile lose customer in Show Time when every other carrier gets more customers.  Reps lie by omission constantly on calls and massage the wording so people will add services they need and don’t remove services or drop their MRC.  I can’t tell you how many times me and every other rep has scared customers about the 2 year contract and being locked in with T-mobile so that they don’t change their rate plan to a lower cost one. 

        • Dominique

           Oh, it should have been services they “don’t” need.  It’s also sad that T-mobile doesn’t realize they are losing customers because they leave after the contract is up and they didn’t get dropped to the lower rate plan because the rep scared them out of it.

  • DontworryaboutwhoIam

    As an employee, T-mobile deserves this.

  • jon

    Lol. Yes, a pro union website is the best place to find the best way to run a business and the best place to find highly self motivated employees. There are obvious problems that need to be addressed but a liberal, anti- business website offers little in ‘illuminating’ anything…lets not be an extremist mikey.

    • TheWayOfThings

      Yeah, because T-Mobile being non-union, treating their employees like garbage for the last year or so has been working so well! I’m look at that brand new JD Power award that… they.. didn’t.. win… nevermind.

      • jon

        So the six JD Powers in the past were earned by who? Union thugs? Youre implying the baby should be thrown out with the bath water. If you believe in a unionized workforce, then just say so. But dont try to blanket their business model as a failure because of one bad showing with JD. By the way, my wife is a tmob manager (almost 12 years now) and she treats her reps like royalty. Hell, she cooks for them more than she cooks for her own family. She takes their phones calls at all hours of the night and truely cares about each person that works for her. My wife even saved the life of a suicidal employee a few years ago. I wonder if any union rep would care for its members in such a way? Oh, thats right….they only care about collecting that due money $$.

        • tmotech

          The managers have mostly been awesome and made the best out of T-Mobile’s crappy new policies. The problem isn’t them- I know they care about their employees, and I deeply appreciate it. The problem is the decisions and guidance they’ve been given by UPPER management the past year- the ones that make policy decisions and guide the overall culture of the company.

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

      Fair enough, but IMO the list remains illuminating. Consider:

      – That “pro union website” was NOT the author of the list, that site simply re-posted the story (with permission from the author).

      – The list was authored by a T-Mobile US call center employee, ON A T-MOBILE EMPLOYEE BLOG. The list was NOT from, as you characterize, a “liberal anti-business website.” 

      – If you Google “Why T-Mobile lost jd power” some hits reference it being on Facebook and Twitter.

      – Also on Google’s hits on the above term you will see a discussion of “why T-Mobile lost JD Power” going back to EARLY 2010 when Verizon beat TMOUS in the rankings.

      – The list was on cited on that union page in November 2011. To take the sting out of your post I could have just as well cited to Facebook or Twitter.

      – Fast forward to Feb 2012, a year after discussion of TMOUS losing to Verizon, people are still discussing TMOUS losing in JD Power rankings.

      Sidenote: ItsMichaelNotMike was a joke some time back (when there was that commercial “Give it to Mikey, he will eat anything), it does not really bug me when you call me “Mikey.” Actually, I take it as a term of endearment. Besides, you really should not let your anti-union bias and Mikey dislike taint your posts.

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

      Also, despite the “extremist” label to my comment, I said that person’s list was illuminating because the poster was a T-Mobile call center employee who backed up what he said with evidence and he (or she) confirmed what a LOT of people on TMoNews (customers and T-Mobile employees) have complained about over the past two years.

       For example, over the past couple years TMoNews posters have commented they have been blacklisted by call center computers (I too have complained about this feeling. When I called customer service on my T-Mobile number, long hold times, when I called on my prepaid el cheapo line, I got through instantly).

      While some T-Mobile employees in here have vehemently denied TMOUS does that, others have confirmed that the computers do in fact place “trouble maker” callers into a hold pattern. I found it “illuminating” that this call center employee admits to learning about T-Mobile using “deflection software,” which he read about while reading a T-Mobile bulletin called “Flush Facts” posted in a toilet stall.

      IMO that’s really BIG news, a call center employee saying 1) there’s employee bulletins posted in toilet stalls called “Flush Facts” (that sounds too accurate to be made up), and that 2) the employee complained that TMOUS blacklists customers (for bogus reasons).

      This employee’s list was interesting in that about six months ago he gave “Sell, Sell, Sell” as the number one reason (on his Top Ten List) that TMOUS placed poorly in the JD Power rankings. See the list, where he says:

      “And the number one reason we lost JDPOWERS: How would you like to experience the magic of the internet at the tip of your fingertips for the low, low price on only $1 per day?  This is an amazing offer I’d be happy to extend to you, it’s for Family Allowance and best of all the first month is absolutely free and then
      you are billed only $4.99 per month, what do you say?  I can wrap that up and you can take it home with you now?  But wait, there’s more!  If you act today you’ll receive absolutely free this NEW GINSU KNIFE SET ……….blah, blah, blah,  SELL, SELL, SELL!  Customers don’t like being SOLD to when they call customer service for help with a non working phone or billing problem and that is 90 percent of our calls! ”

      I find it “illuminating” that in 2012 Humm gives rah, rah speeches about improving customer service, but TMOUS employee comments in here indicate that the Company has not heeded employee input such as this. (I assume that if this employee went through the trouble of making and posting this list, that employees have round-tabled their concerns with management.)

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

      Also, despite the “extremist” label to my comment, I said that person’s list was illuminating because the poster was a T-Mobile call center employee who backed up what he said with evidence and he (or she) confirmed what a LOT of people on TMoNews (customers and T-Mobile employees) have complained about over the past two years.

       For example, over the past couple years TMoNews posters have commented they have been blacklisted by call center computers (I too have complained about this feeling. When I called customer service on my T-Mobile number, long hold times, when I called on my prepaid el cheapo line, I got through instantly).

      While some T-Mobile employees in here have vehemently denied TMOUS does that, others have confirmed that the computers do in fact place “trouble maker” callers into a hold pattern. I found it “illuminating” that this call center employee admits to learning about T-Mobile using “deflection software,” which he read about while reading a T-Mobile bulletin called “Flush Facts” posted in a toilet stall.

      IMO that’s really BIG news, a call center employee saying 1) there’s employee bulletins posted in toilet stalls called “Flush Facts” (that sounds too accurate to be made up), and that 2) the employee complained that TMOUS blacklists customers (for bogus reasons).

      This employee’s list was interesting in that about six months ago he gave “Sell, Sell, Sell” as the number one reason (on his Top Ten List) that TMOUS placed poorly in the JD Power rankings. See the list, where he says:

      “And the number one reason we lost JDPOWERS: How would you like to experience the magic of the internet at the tip of your fingertips for the low, low price on only $1 per day?  This is an amazing offer I’d be happy to extend to you, it’s for Family Allowance and best of all the first month is absolutely free and then
      you are billed only $4.99 per month, what do you say?  I can wrap that up and you can take it home with you now?  But wait, there’s more!  If you act today you’ll receive absolutely free this NEW GINSU KNIFE SET ……….blah, blah, blah,  SELL, SELL, SELL!  Customers don’t like being SOLD to when they call customer service for help with a non working phone or billing problem and that is 90 percent of our calls! ”

      I find it “illuminating” that in 2012 Humm gives rah, rah speeches about improving customer service, but TMOUS employee comments in here indicate that the Company has not heeded employee input such as this. (I assume that if this employee went through the trouble of making and posting this list, that employees have round-tabled their concerns with management.)

  • Bryce

    Well when all a T-Mobile rep ever says is “I’m very sorry about this problem” over and over again, what can you expect? They’ve had horrible service for years and I’m glad it was finally realized. 

    • Naomie Campbell

      And I’m sure you are terrible at your job as well. Quit being an ass and a complainer bryce

  • wsj

    Customer Service does suck.  It either take forever or you cannot get past that Goddam Voice Tree.

  • 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 was giving for the first time in 2 years free phone with contract because of issues. I was given an G2 that was defective and replace with a refurbished one that worked halfway and was not refurbished properly with no liquid damage indicator. I put up with it for 1 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 refuse to help try to just give 100 dollar credit and then I filed BBB complaint. They called back and then tell me that the 100 dollar credit came with a two year agreement! I filed another BBB complaint they apologize and remove contract. I say just cancel my account with no early cancellation fee due to the numerous issues and take your 100 dollar credit and I will pay the months bill. They say no and now I just wait until I find a phone with another carrier that actually wants my business and then I leave with or without ECF. 

    • David Icke

      Just because you had a bad experience with two devices for two years does not mean you are a long term customer. The HD2 was a little bit of a mis-step, because of the marketing and the use of Windows Mobile 6.5. However with some work it became a solid and usable phone. I’m sorry you had your issues. I see you had a G2 as well that you got as a replacement eventually for the HD2 — If you were given a refurbished phone as a replacement then the device was not defective right away.

      Frankly you’re being way to vague with your issues and the timeframes of the exchanges and everything else that I truly doubt your story is factual. Which is a shame.

      The spread of disinformation among blogs and other tech media is as rampant as it is in politics as well.

      If you have specifics I would love to hear them, and subsequently tear your argument apart.

      • Raajank

        David you are a moron first off.  I have been with Tmobile since 2005. The issues with the G2 were that the screen would freeze up and would not recognize input and the phone would have to be reset numerous times. After that it was replaced under warranty. Then the warranty replacement’s track pad didn’t work from the start. I tried to replace it under warranty and while following procedure of checking in the back for the liquid damage indicator it was not there. Tmobile policy states if it isnt there then you pay 400 dollars. I continued to use my phone for a year after trying to unsuccessfully to replace it. The phone after a while continued to freeze up. It was updated to the new software 2.35. It then would reset itself out of nowhere. I would use my phone and then would realize that I wasn’t receiving calls because it turned itself off. Then last month it started overheating and losing all battery charge. It stopped holding a charge. I bought a replacement battery and same issue. After numerous frustrations I escalated to your Executive Customer Relations group located in Albuquerque, New Mexico. Their direct number is 1877-890-6323. The extension for Gabe the man I talked to is 3418035. My information is factual it is just people like you who work for Tmobile always complain about customers and are oblivious about the fact cases such as mine do happen. You chose to ignore them and say it is all made up. I was a satisfied customer up until the time one supervisor from your retention group located in Kansas hung up on me and then the 100 dollar credit with a contract too. 

        • Kenron

           You need to stop drinking seme, raajank.

        • Raajank

          Kenron you need to stop acting like a child with your one liners.

        • ItsMichaelNotMike

           Thanks Raajank for taking the time to provide such detail.

          It is exactly as I have said for the past couple years Raajank, many T-Mobile employees post in here making scandalous statements, saying the customer is the enemy, accusing the customers of trying to get away with this or that, calling customers liars, etc.

          And then there’s the T-Mobile fanboys who vehemently fight on the Company’s behalf. They too join in throwing rocks at customers, while chanting “you are the problem, not us!”

          Posts like yours that are the problem for T-Mobile. You are a model customer, someone whose business any carrier would fight to keep. Yet once again, despite all indications you are telling the truth (after all, why would someone go on to a T-Mobile fan site and provide a detailed account on what happened that made him mad, unless the account was true). To be sure, I see no motive for you to lie, but every motive why some would retort that you are a liar.

          If T-Mobile  was my business I would be livid that we angered a customer to the point that he or she posted on the Internet for all to see the kinds of detailed complaint such as yours.

          Worse, on seeing an employee of mine posting a retort such as David Icke, I would find out who that person was, fire him, and then have a company meeting that anyone posting on the Net anything other than a helping hand comment will be fired.

          Over a year ago I said that this was part of T-Mobile’s problem, that no one seems to care that the employees are posting bellicose comments on sites like this, calling customers frauds, cheats, lazy, liars, stupid, or the most bizarre… “ungrateful.”

          It is beyond foolish that Humm post messages about improving customer relations, yet he allows this kind of stuff to go on on TMoNews. As I said long ago, around late 2010, if T-Mobile cared, they would have a couple people whose only job it would be to police these websites. On seeing employees attacking the customers, they would post an apology on behalf of the company.

          They would then invite the upset customer to contact by special e-mail someone who can give personal attention to the issues the customer is having.

          Then if there is a way, I would contact the website owners to get the IP of the employee posting the nasty customer comments. Those people would then be fired. (No, there’s no First Amendment rights, that pertains to gov. regulation of free speech. A company can fire an employee who is going around badmouthing customers.)

          I have made these suggestions to a few national companies and they have acted on the bases suggested. T-Mobile execs either don’t read T-MoNews (they should to get the pulse of the business, what their customers think, how they feel) or they just don’t care that Google picks up these employee comments for all the world to see and it puts the Company under a very negative light.

          I guess there’s accuracy to what people are saying, T-Mobile execs and line employees actually do think the customer is the problem and the customer is the blame for the JD Power 4th place ranking.

          All that aside, David Icke said: “If you have specifics I would love to hear them, and subsequently tear your argument apart.”

          So now that you have provided evidence and specifics, I assume we will be hearing Icke your argument apart (it is not an argument. You provided evidence and made factual statements. That matters because Icke has to address the truths you have set forth. 

        • David Icke

          Im sorry if you deem my posts offensive – that is sad. Being that I am being polite and am trying to help in any way possible to get a feel for truths and disinformation being spread, I feel your well thought out,  albeit lengthy, rant is accurate on many levels — but absolutely does not apply to me nor what I am trying to acheive here.

          While it is always difficult trying to get certain emotions, theories, or intentions across using just the written word on an internet forum of all places, going as far to say as you would violate federal law to ensure certain employees would be fired is quite harsh.T-Mobile originally did have a policy for employees against social media and what can and can not be said in the vast internet community. However that was retracted almost immediately when it was found out to be illegal and unconstitutional. Therefore the floodgates have opened up for any employee to be quite verbal.

          It doesn’t work out for the best, and I assure you my opinions are my own and don’t represent any T-Mobile opinions in any way — however I am just here to set records straight and to help the people out any way I can.

          If you can’t see that yet, you will eventually. When that occurs I do not expect an apology or anything. Just that information gets spread and policies, the true policies that T-Mobile has set place, get followed by EVERY representative out there. From customer care to technical care and retail support.

        • David Icke

          Policy states: if you receive a defective replacement, as long as you call in a timely manor (which you did state that it did not work from the start, therefore you could have called the same day you received it), that it should be replaced. Even with a missing LDI this would have been upheld and honored. A replacement would have been issued immediately. I’m sorry you had a rep who didn’t look up the proper policy and do right by you. I’m not complaining about customers — quite the contrary. If you read my posts with a subjective mind I specifically say several times that policies are not being followed which is causing all of the turmoil.

          As for tearing into me personally for not knowing you were a customer of 5 years — you never provided that information. Being that the first phone you mentioned was a HD2, I went under the assumption that was your first device with T-Mobile — which was inaccurate. Sorry.

          Now that you’ve provided specifics, which I appreciate quite a bit, you unfortunately were the victim of representatives not doing right by official policies.

        • http://www.facebook.com/people/Fahd-Yar-Khan/528095244 Fahd Yar Khan

          I honestly don’t think being 5 yr customer changes much, i’ve been with them for 2 yrs. and will switch when my time is up not because of their phones or network, but because their sales and CS reps both in stores and 611 onces.

    • Juicebox

      Yeah, I actually got the Vibrant without contract. It was full price, as in $500. However, I understood the price, terms and conditions, etc. T-Mobile always treated me well. But then, AT&T decided to “merge” with T-Mobile and pursued our dear Carly like a jerk pursuing a school girl…an awesome girl at that! T-Mobile’s customer service started to go down hill and I felt sympathy for all the T-Mo employees who actually tried because they were like the Jedi of a falling republic.

      So I switched to Verizon. It’s more expensive than my T-Mo Even More Plus plan with all features I had, but only by $10. However, that’s okay. I like to think of it as the fee that gets me improved network and data services with complimentary awesome customer relations. It’s like paying for a privilege–a necessary privilege at that.

  • Anonymous

    Well 10 years later, I still don’t have a problem with them and I am still paying less than I would on Verizon or At& T so i am staying.

  • tmotech

    If you think these concerns haven’t been brought up through proper channels, you’re very mistaken. You’re right that sales and customer service CAN co-exist, but the problem is that upper management made it abundantly clear through their actions that the focus should be on sales and NOT customer service. If your sales-per-hour is 30% of your “ranking” and your myVOC(voice of the customer surveys) average is ZERO percent, that sends a pretty clear message. And yes, you read that correctly. For the past year, myVOC has just been a number- it hasn’t counted towards shift bids or bonuses or the “Challenger” report that shows employees how “well” they’re doing compared to other reps/call centers. Since management uses that report to know which employees go on their shitlist to get fired, what’s the message? It sure isn’t “we need to balance customer service and sales.” The good news is that beginning last month, myVOC is now a major number in the Challenger report, so hopefully we can fix this. But I take exception to you blaming this mainly on frontline employees when you don’t know what directions they were given.

    • jon

      Dont take exception. I am not blaming the reps. I just get annoyed with the ones that make it sound as if tmob has trained you guys to be heartless used car sales creeps. What i am saying is selling can easily be part of a natural conversation with a customer. You dont need to be overbearing. Selling should come from a place of concern. You should want to “solve” the customer’s problem. Asking open ended questions to qualify a customer and finding what their needs really are can result in selling them a product or service that they never knew they even needed before you brought it up. Having a REAL conversation where you emotionally connect with the customer is what the goal should be. When you understand money is an emotional thing for people and spending their hard earned money is emotional; getting someone to give you their money takes a positive emotional connection. It sounds weird, but people are wired that way. I blame tmob for not giving you guys the proper training to transform into what is needed. Also, my wife hasnt worked in customer care for many years. She was from the Sue Nokes era and now works in a financial care center. So, you are correct, i dont know what challenges you guys face these days. All i know is there is a way to be a selling/profit machine while also taking care of customers. I am a pretty good retail manager that teaches this very thing for a living.

      • tmotech

         

        Customer service call times are expected to be right around 8 or so
        minutes per call, with major pressure applied(i.e. you’re in danger of
        losing your job) if you can’t keep your average at that timeframe. Do
        you really think 8 minutes is enough time to resolve the customer’s
        original reason for calling, have a “REAL conversation” to develop an emotional connection with the customer, AND work in selling the customer something? If so, I don’t think you’ve ever had a customer service job. Plus, what happens if the emotional connection with the customer reveals that they don’t need any additional services? You’re still expected to try and sell them something. T-Mobile didn’t train us to be used car salesman creeps, they trained us to care about the customer, then did a 180 on that and heavily implied that customer service didn’t mean jack squat when compared to the need to sell.

        • Dominique

           What the heck?  Call times are supposed to be 6 minutes or under.  8 minutes would be awesome.

  • tmotech

    Oh, one more thing. The “lol they can’t even put their name on that post, it’s pure BS” argument is pretty flimsy. Ever heard of non-disclosure agreements? 

    • jon

      Non disclosure agreement or not, if you write a post and then have that post plastered on the front page of a pro-union web page, have the balls to own it..
      These pro-union cowards are all the same. They want a free ride and want someone else to do their bidding. I have no problem with someone challenging the status quo. But i despise these Don King tactics of manufactured anger/discord between employees and management. All these union clowns want is way into the bank accounts of tmob employees…

      • Juicebox

        I understand your point. However, in this case, I must side with Jon. Any employee who discloses information deemed sensitive by the employer is subject to the legally and binding non-disclosure agreement. The end result may be termination of the employee and there is no protection that can be afforded to the employee since the employee willingly violated the agreement in question.

        Now, please note that I am not offering any opinion in regards to the employment of union vs. non-union employees.

        • tmotech

          I’m not sure I understand what you’re saying as it relates to this discussion. The original point I was trying to make about non-disclosure agreements was that no employee of T-Mobile USA is going to willingly put their name on a public post disclosing internal information- it could cost them their job and possibly legal action. So saying “they didn’t even put their name on it” is akin to saying “Since they’re not willing to lose their livelihood for saying this, their point is null.”

      • tmotech

        You seem pretty stuck on this whole anti-union thing. That’s all well and good, unions have mainly served to get better benefits and fair treatment in the past, and I feel pretty fairly treated and have good benefits without a union. But you seem to be dismissing everything said in that post purely on the basis of it being associated with a pro-union website. As a current employee, I’ve found everything in that post to be pretty accurate, regardless of the implications it makes towards the debate of unionizing.

  • Anonymous

    I don’t think that its crazy on my part to call customer service and ask about such a thing.  The ramifications on the cost are HUGE.  Your post still doesn’t address the issue with customer service.  The fact that they don’t understand their own system is ridiculuous.  I have been a customer for 8 years, this is not the T-Mobile that I signed up with.  I hope they reverse the ridiculuous change they made during the AT&T buy out and go back to being the leader in Customer service.

    It has gotten so bad that I am now considering leaving.  We’ll see what happens by summer.

  • Burke985

    The Hd2 was and is still one of the best phones ever, its open platform enabled you to run 5 different operating systems and everything gets ported to it …get out of here with that mess

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

    Well it was not scribbling on the bathroom wall, it was an official T-Mobile bulletin that T-Mobile  calls  “Flush Facts” (an attempt to be cute since the bulletins are read during idle time, when an employee is sitting on the toilet).

    So your question d, would information contained in a company bulletin that is pasted to a bathroom stall, titled “Flush Facts” be considered gospel or a gag?

    I think of it as an effective method to disseminate stories, events, news and coverage, and announcements since employees often like to read in the bathroom.

    So what a NON-UNION Customer Service Center employee says he read on T-Mobile’s Flush Fact bulletin while he was in the loo, that makes it NOT scribbling AND evidences the words emanated from T-Mobile management, not some vandal who likes to summarize on bathroom walls what he has read from the company.

    OK, I took an Ambien and it is kicking in, so no time to spell check… blah blah.

    Night.

  • Dave

    As an employee at T-Mobile for more than a year I have noticed a decline in customer service (customer care) ever since  the new classic and value plans were launched as well as the proposed at&t aquasition that never went through. Calling centers should all stick to the same page and improve management, Ive dealt with a lot of reps over the phone and it seems like it get a different answer each time I get connected with a different rep. Not sure if T-Mobile has calling centers overseas but those reps need to be replaced with reps that actually speak fluent english, it does get annoying overtime when I’m connected with activations, consumer credit, prepaid and flex pay departments as those are the departments seem to be located outside the states. 

    • TmoCSR

      people complain about this every day.  i wish there was something we could do about it, but it is what it is.

      the biggest reason for the decline is tmobile taking its focus away from making sure people have the services they NEED and want to trying to get them to buy crap they do NOT need or will never use.

      take into affect the fact that all the metrics we are graded on are 99% out of our control and people start doing shady things just to keep their jobs. 

      • Anonymous

        Absolutely right, reps are taking shortcuts to meet their performance goal numbers because of pressure from call center leadership.

  • TmoCSR

    “For example, changes made to our Speech Interactive Voice Response (SIVR) system have been well received” – as a current CSR at a call center this is 100% B.S.  i take dozens of calls every day and a minimum of half of them complain about our automated system.  its garbage.

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

       TmoCSR, you wouldn’t happen to know when the Blaze would be released would you? = )

      I decided not to get the GSII to wait for this one.

    • Jcj1

      really, did you know your violating the code of conduct. Better reread the handbook

      • Sad

        I find it sad that you’re criticizing him for being honest. 

    • Woodrow

       Customers are definitely still complaining and they probably made the SIVR so bad so customers have to go through many hoops to get a rep.  If it’s easy to get a rep then people are more apt to call in.  They can’t have many people call in because they’ve fired most of the long time reps or pushed them to quitting by making the stress in the centers too much to take day in and day out.  It’s like a skeleton crew inside of the call centers now.