T-Mobile’s Official Response To Todays JD Power Announcement

While T-Mobile can take pride in achieving the top spot in the JD Power Wireless Purchase Experience survey 11 out of the last 15 times, a fourth place finish this time around is clearly disappointing. After the J.D. Power press release went out, T-Mobile released their own brief statement touching on their efforts to improve the wireless purchasing experience once they began to see customer happiness decline. Along with their official statement comes an internal statement that went out to employees earlier today also touching on the disappointing JD Power results. Both statements follow:


Official statement:

T-Mobile Addresses J.D. Power Wireless Purchase Experience Results

While our scores for online purchase experience improved, our overall fourth place finish is disappointing. Delivering outstanding customer service and a great shopping experience is core to T-Mobile, and we’ve been consistently recognized as a leader in that area.

During the period of time in which JD Power conducted this study 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. When we began to see the impact of these changes through feedback from our frontline employees and customers, we reacted by making significant changes during the last few months of 2011. Those overall changes have been a step in the right direction and we have already seen our customer satisfaction steadily improve month over month.

T-Mobile has been consistently recognized for its customer service and we are committed to re-establishing our outstanding service reputation, giving our customers the great service they deserve and previously relied on from T-Mobile.


Unofficial Statement:

Subject: JDP Purchase Experience Results

Field Sales Team,

A few weeks ago we wrote with results on the JD Power and Associates (JDP) Customer Care study. Today, JD Power released its Wireless Purchase Experience Study and T-Mobile ranked fourth for overall Wireless Purchase Experience — one point behind AT&T. We scored 5 points below the industry average — a decline of 14 points compared to the previous study.

This particular study measures the satisfaction of our customers who recently had a wireless purchase experience through visits to a T-Mobile store, calls to Customer Care or online. The most important factor in this study is the customers’ interaction with our Retail Store Representatives. The study results show that we need to focus on three key attributes to improve customer satisfaction:

  • Promptness in being able to speak with a representative
  • Knowledge of the representative
  • And, Courtesy of the representative

This news is disappointing to share. However, as we discussed a few weeks ago, several changes were incorporated at the beginning of this study’s reporting period which made it difficult for frontline employees to deliver the highest level of service to customers.

Our frontline teams have always prided themselves in our customers’ satisfaction. With our focus moving forward on executing the customer standards as well as our customer loyalty initiative “Drive Down Churn, Drive Up Loyalty” and working with our partners in Direct to Customer, we expect to see gains in re-establishing our customer service leadership. We have already seen our JDP satisfaction score steadily improve month over month, resulting in a 32-point increase from our low point in September to the last report in December.

We’ll continue to implement tools and training to help us focus on the customer experience. And, starting in March, we’ll bring back internal programs to measure our customers’ satisfaction such as Secret Shop for both Retail and TPR as well as customer SMS surveys with specific questions regarding the customer experience.

The next JD Power study on the Wireless Purchase Experience is under way and “One Person DOES Make a Difference”. Each and every one of you has a big impact on customer satisfaction and we each have the opportunity to make every T-Mobile customer a satisfied, lifelong T-Mobile customer.

Together, we sincerely thank you for everything you have done, continue to do and will do throughout 2012 to deliver outstanding customer service.

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  • Ankit Maloney

    I must say, I’m not surprised. I’ve been with T-Mo for over 6 years and sadly that will end come Sunday. I’ve gone through 4 HTC Sensations in 7 months due to faulty screens and other warranty related issues and T-Mo simply refuses to let me upgrade to a different model phone. One of the customer ‘service’ reps even went as far as suggesting I cancel my service…and I’ll be taking her up on her offer. I’ll  bite the bitter pill ($ 200 ETF) this Sunday and move on to the Galaxy Note, and back to ATT after 7 years.

    • I agree, this is not surprising at all. Their customer service has been declining for the last couple of years and they do not seem to care about customer loyalty. I too have had issues with their phones and warranty restrictions.

    • My husband and I had the exact same experience with TMO recently! I was shocked to hear a rep suggest that I cancel our service. I cannot believe how eager they are to lose customers who pay their ridiculous bills on time. I never thought I would have been so sorry to leave Sprint, but I am! 

      Also, they have the worst data plans ever! 

      • worst data plans ever? 5gb of data WITH tethering/hotspot for 30 bucks a month. really? Who has a better data plan? 

      • JBLmobileG1

        Worst data plans ever? Are you joking or being serious? They are cheaper than the others. I pay Tmobile $60 a month for 10gb of high speed data which includes tethering. For $50 through At&t you only get 5gb and it’s another $20 I believe for tethering. Verizon is $80 for 10gb and another $20 or $30 to tether. Sprint may be the only cheap option to Tmobile but their coverage is smaller and slower than Tmobiles HSPA+. True the data rates have skyrocketed over the years… I went from the $4.99 tzones to $60. But what do you expect? The speeds and devices to use it on make up the difference. Sure $4.99 is fair if your searching for sports scores on an old Motorola TracFone… but that was a long time ago. The newer devices need faster data speeds. So before you complain about Tmobiles data cost look around first then comment afterwards.

        • Dbarker1965

          Call customer loyalty and ask for a better deal.sometimes they can give you a discount.I just got $10 off 2 of my lines saving me $20 month just for asking them an unrelated question.Customer loyalty reps have more power than other reps…

        • Jcj1

          and you wonder why T-Mobile is having issues, everyone is like you, expects something for nothing. You are not supposed to call loyalty and lie! Why should you pretend to cancel just to save money on a carrier that has low rates to begin with??

      • Anonymous

        T-Mobile’s data plans are the BEST in the industry.  Sprint has the best coverage of the slowest data network in America.  T-Mobile has great coverage of FAST data speeds.  A lot of the times, the fastest.

      • Jcj1

        wait till you shop around and see the data plans out there and what you get for them. Did you ever stop and think you might be the problem??


        • Nordictyrsman

          Thank you. I cannot tell you how difficult it can be working as a sales rep, there are so many hurdles to overcome explaining the ins and out of the plans.

    •  I find it hard to believe that you’ve been through 4 devices based simply on your “warranty” comment. T-Mobile is not responsible for the warranty of any of it’s devices, the manufacturer is. The Galaxy Note looks like an awesome device. I am a 10 year T-Mo customer using a Samsung Galaxy S2. Unfortunately, T-Mo won’t be carrying the “Note.” Perhaps that’s why you’ve moved on? Be sure to have some lubricant ready when AT&T comes calling with your bill each month.

      • Ankit Maloney

        No, I’m not moving to ATT for the note. I’m moving because I have actually had 4, count ’em – 1,2,3,4 phones! in 7 months!! The 1st phone had speaker issues (volume at its highest was barely legible, with or without headphones). The 2nd and 3rd replacement phones both had what appeared to be dust or a streak of dead pixels on either side of the screen (A quick google search for this issue will reveal that this is a very common problem with the Sensation). And now my 4th phone seems to have the same issue. 

        So yes, it is a warranty issue. I purchased the phone through TMO, not HTC. I need TMO to resolve this issue. Look at it this way, when you buy a car, you take it to the franchised dealer for maintenance etc, not the factory headquarters.

        BTW, Didn’t really get what you were trying to imply about ATT towards the end. Care to elaborate?

        • Jcj1

          you’re an idiot, sorry but fact is fact, HTC sold you the device via T-Mobile. If you think it makes any difference, all carriers will do the same thing so do what you must but HTC is where you need to complain, not here

        • Ankit Maloney

          Thanks for adding some maturity to the thread. Your contribution was priceless.

        • Nordictyrsman

          He meant that at&t is going to give it to you when they hand out the bill. And as a tmobile rep, all that is needed is a warranty exchange, filed under advanced data exchange and a list of new phones will be available to you, I have done it several times, whoever you have talked to has just been lazy.

        • Ankit Maloney

          Priced it out already. Comes to about $ 20 / month more but with LTE connectivity (which in my neck of the woods is fairly rapid).

          It could very well be that the few folks I’ve spoken to are lazy or do not know the proper course of action for situations like mine. But it is this lack of consistency that gets TMO at the bottom of said ratings.

        • Aaron Tant

          not sure how you ended up with roughly $20/mo more with ATT.  Unlimited Talk, Text, 3GB of LTE data with ATT is $120. Unlimited talk/text/5GB (with Hotspot) from T-Mobile, even on the Classic Plan, is just under $90.  More than $20 difference plus more data from T-Mobile.

          I truly am sorry your Sensation(s) didn’t work out.  Surprised that T-Mobile did not do a multiple exchange (provided that you had 3 devices fail within 90 days).  Or, did you talk to the Loyalty/Retention dept about your issues?

        • Anonymous

          ATT has mobile to any mobile so unlimited minutes is probably not necessary for them.

        • Anonymous

          Honestly man, I wouldn’t bite the bullet and head over to AT&T. It’s always your decision but if anything, AT&T should be the last carrier you’d go with. I know your frustrated because the HTC phone you have has been having issues. This happens to every carrier, unfortunately it happened to you. I’m predicting big things for TMO this year. And not because I work for them. Hell, I myself am on AT&T w/ the iPhone. I should know how inconsistent their network as been. Not worth the money either. Good luck. 

    • Jcj1

      you should be speaking to HTC as after 3 they cannot replace anymore and has to got them. Don’t  blame T-Mobile, blame HTC. If you replace something once and have the same issue it is either something added to it or something being done to it more often then not

  • luvdr

    The at&t deal crushed the spirts of the entire organization. Now that the at&t nonsense is over it has gotten so much better and will continue to get better. Tmobile will be on top again soon.

  • Jay

    Im blacklisted by them I believe. I havent been able to get through to them in months, unless I put a fake number, or my phone is about to be shut off by none payment. Deff took a turn for the worse

    • Guest!!

      Pay your bills!

      • Dominique

         It’s not paying his bills.  It’s the fact that they call in so much to T-mobile that the cost of customer service to that individual is costing them more than they are making, so they are put on a long hold when they call in to deter them from calling about every little thing and making multiple calls on each one of those.

  • tb21666

    I’ve been with TMO for the better part of a decade now & have not only received excellent customer service every time I’ve needed to dial into ‘611’ but they’ve gone the distance to help & resolve everyone of my scenarios above & beyond what was needed or expected. I sell phones for a living, everything but TMO (guess where I work, right?) and I see on a daily basis the situational ‘horror stories’ others go through for less quality, features & more expensive price points. I really do wonder sometimes who it is that scores these things each year? and who gets asked for that matter? I for one, surely, have not.

    • Anonymous

      Yeah it’s weird 90% of the people complaining on these blogs about T-Mobile have problems with things that are no different with any other company in the US wireless industry.

      So the real question is why these consumers are taking it out on the company with the most affordable nationwide rates?  Isn’t that one of the MOST important things to keep thriving in the already concentrated US wireless market?

      • Yup, what you said.

        • Memohugo

          Dave, I have a question: You can cancel a plan after 5 days of having it? I just received the invitation for this weekend sale and getting a value plan last week,

        • Nordictyrsman

          You are rather persistent with this question.

        • Tmo-Fan

          you have to return the phone back to your point of purchase!  or you get hit with 200 ETF + price of phone.  

          i know ATT and Verizon did that.  i had Verizon one time and went to them store got 2 phones.  i end up return the phone back.  do to the rate of plans.  i find T-mobile are much cheaper Vs. Verizon.  

          anyway’s when i return the phone and the Verizon Rep did the process  and didn’t finish.  i end up received the call from Verizon CC, telling me that i have past duo amount of almost $800.   since the phones been return and i have the paper work for them.  i still end up spend about a week on the phone with CC and the store manager to clear them mistake.  

        • Anonymous

          I work at a corporate TMO store and like I said before, yes. However, we had an issue returning phones from that weekend sale. It’s a mission but it can be done. Just letting you know, you might get charged a restocking fee. 

      • Anonymous

        Its sad that this is even a conversation. True, T-Mobile has affordable rates, but that should not give them the OK to provide poor customer service. They are not the biggest or the best phone company out there, they should be working hard now to grow their customer base and the best way to do that is with reliable, happy customers. 

        This begins a larger conversation of corporations treating their customers poorly and not being held accountable. Prices aside, T-Mobile should provide excellent customer care. Period. 

        • Who said they want the OK to provide poor customer service? I think it’s clear both in this statement and in private conversations I’ve been hearing that they recognize there is a problem and it needs to get fixed immediately. I don’t think anyone wants their customer service to improve more than they do.

        • Anonymous

          My comment was more in reply to UMA_Fan’s comment,”So the real question is why these consumers are taking it out on the company with the most affordable nationwide rates?” 

          Cheap plans shouldn’t provide an excuse for poor customer service. T-Mobile used to have the best service, and it seems as if they are trying to make their way back to that, which would be great for the company and customers alike. 

        • Dominique

           David, if they really plan on changing then why would T-mobile do a kick-off for 2012 stating they are not changing their strategy whatsoever in customer service.  Brian Brinkman, head of customer service, stated “Every year we make changes to better provide for our customers but this year weren’t not changing anything.  Why change a great thing?”  They really pushed how the sales have really helped T-mobile and they’ve just increased the sales quota once again.  I’ve seen customer call in multiple times to get things removed, with reps telling them they’ll take it off, they need to go to the store, tell them they can’t until the next cycle, etc. and all that is because of the stress of removing features that hurt the CSRs numbers.  The rep that actually does their job and removes it gets admonished for not meeting their sales quota and gets threatened with being fired. 

          So far, the last place rankings haven’t pushed them to change a single thing in the call centers.   They’re still in awe of reps adding a $152 million in features to accounts that they could care less about the rankings.  It’s all been talk about getting back to the basics but what’s being pushed is sales.  You could be the best rep in the call center in customer scores but if you aren’t hitting your sales numbers then you are a liability.

        • Anonymous

          The thing is when people here are talking about Customer Care getting drastically worse recently, almost to conspiracy levels, I think it’s something that’s getting greatly exaggerated.

          Customer Service should be judged as how attentive the representative was to addressing and solving legitimate issues.  It shouldn’t be based on the representative telling you something you don’t want to hear.

          “Can I get my upgrade early?” , “Can you waive my migration fee?” , “Can you give me a phone for free without rebate?”  Are all instances of when a rep will probably say “No” to you but that shouldn’t be how their customer service is judged but it seems like most of the things people are complaining about online are really petty.  There are RATIONAL reasons why a representative might say no to you by the way but just because you don’t want to hear it doesn’t mean they are doing you a disservice.

          I will agree company enthusiasm probably dipped SLIGHTLY with the at&t merger announcement.  But that doesn’t turn a happy spirited helpful person into a mean spirited rude and nasty one as people on here have been implying.  The biggest cause of dip in the scores of retail buying experience I would have to point to the Value Plans in my opinion.  There’s a direct connection with the online customer experience increasing; The website always has heavy phone subsidy deals on the Classic Plans.

          It’s actually really sad because the Value Plans ARE actually better, cheaper, and fairer to consumers but nothing beats the instant gratification of a subsidized phone.  Also with T-Mobile marketing the $49.99 Value family plan aggressively, customers are going to walk into a store thinking they are going to get a subsidized phone with that plan -heck, most of them probably don’t even know phones ARE subsidized.  Reps are then daunted with the task of explaining how the Value plans x 24 months + full retail price of the phone is cheaper than Classic plans x 24 months + subsidized price of  the phone.  It will get through to smart savvy people but to a lot of people it sounds like bait and switch… especially if they’re bad at math and installment payments are factored into there.  Value plans are great for consumers and the company but I’m thinking it’s leading to a lot of frustrated and confused potential and existing customers.

        • TMo-Fan

          agree with UMA_Fan 100%

  • Memohugo

     One question: It’s is possible to cancel a Value plan after 5 days?

    • Jcj1

      depends, is it new activation or just a change?

    • Anonymous

      Of course you can. You have 14 days to return the device. 

  • Monday

    nothing will change…me and 2 other reps at my store got threatened today by our manager because our offer rate was not above 80%(nobody in the stores was, but I was at 77% with the highest conversion)…I have the best numbers in the store just about every month, but don’t get praise for that, they think this new offer tool will help churn. The offer tool is a tool for us to add features onto a customers account or change a rate plan. It’s not fun anymore as a rep…the company is really hurting right now.

    • Monday

      ….typing from my phone but just to finish what I was saying, as a rep, hours are cut all across the board, customers are no longer allowed to call care, we have to use our RSL to transfer them to care, yet they take away staff and want us as a reps to only focus on sales but than want us doing customer service? it’s like there fighting themselves as a company and don’t know what they want.

    • JBLmobileG1

      Maybe your manager needs retraining. Personally I think it’s only a good idea to offer things to new customers. I have been with Tmobile since 2004 and I had the rep try to sell me extra features over the phone. To me that is a mistake because it makes me feel like they are trying to take advantage of me. If I wanted the feature don’t you think I would have asked for it a long time ago? I called for a reason… in this case… to get help with my voicemail… not to add extra features that I already knew about.

  • Anonymous

    The worst part of their CS is getting connected to the Philippines.  Not only can I not undertand them, but they don’t seem to listen.  I can tell them why I’m calling and they’ll repeat a totally different reason back to me.  Thankfully, I don’t have to call often.

    • Roger

      That is how outsourced customer service works and is not tmo specific.  There are flowcharts to follow and sets of pre-written answers.  The agent’s goal is to find the answer that is the closest match to your question and close the call out as quickly as possible.  

      This approach does work most of the time, but does not when the issue is more complicated or the customer has already tried the common solutions.  Additionally there is no incentive for the outsourced company to fix the actual underlying problems since they get paid based on call volume.

      • Alvin B.

        A properly trained rep knows to listen and ask the proper questions, however. He knows when the flowchart does not apply and therefore goes down the “this doesn’t apply” route to get you to a tier 2 or tier 3 resolution as needed.

        I know this because I used to work in one of the U.S. call centers as a tier 2 PDA tech until tmo decided at the beginning of 2010 that they didn’t need our U.S. call center any longer and layed everyone off. 

        • David Icke

          There is 4 tech care centers — and all four of them are still up and running. If you were indeed Tier 2 PDA as you said — then you worked in one of those 4 centers. Except Tier 2 PDA never existed.

          The PDA Department was considered Tier 3. Tier 2 was handsets at the time you’re stating. Now it is all just Technical Care – but in 2010 this was not accurate.

          So – you saying you were a tech support in the PDA department as a Tier 2 rep, whom worked in a U.S. Tech Center that EVERYONE got laid off, is a complete and utter falicy.

          With that said, there has never been a full US call center laid off, there’s never been an outsourced Technical Care center either. So, with that said, would you like to adjust your story accordingly to fit the new paradigm i just set forth or just never reply to me?

        • Alvin B.

          So I don’t know where I worked?

          Port Arthur Texas, closed beginning of 2010, through SiTel. All Americans. We took calls for TIER TWO PDA SUPPORT. Blackberry, Android, Windows Mobile, etc. Yes it was a contract company, but it was not Phillipines! 

          You don’t know what you’re talking about, so go away.

    • guest

      How do you know it was connected to the Philippines? You’re pretty much prejudiced, I think you are one of those who knows everything but does not really know what they’re talking about. Shame on you. You are typically generalizing CS and figuring it in your pea brain FIRST BEFORE ACTUALLY THINKING!

      • Dan

         the last time i called, it was connected to communist china, the lady never understood any words, asked for other rep, after putting on hold for 40 mins, i was told “YOU CAN CALL ME BACK AFTER 1 HOUR AND SOMEBODY PICK UP OK”
        what the f***k!

      • Dominique

         There’s a good chance he’s correct.  In the call center where I’m at the number of reps dropped to almost 1/5th the number just a year and a half ago.  The number of calls coming in are the same but you drop that many reps and the calls have to go somewhere.  It’s been happening to call centers throughout the nation, including some being closed.  They’ve been outsourcing quite a bit of customer service to the Philippines.  

  • Eastcoastrep

    i got an idea…throw your fn budgets out of the window and give the sales reps the hours that they deserve…also staff us the way we should be staffed…the ship is going down, just staff us so we all go down with it

  • Goldengecko1

    I’d like to see these changes. Having worked in a call center for 3 years for T-Mobile, I’ve not seen any changes in policy that would benefit the customer. Furthermore, in our meetings with tech care VP he stated,”we have no plans to roll back any changes made in the past year.”

  • Joe

     this is why  we canceled tmobile service after 7 yrs.  horrible
    customer  service phone reps and rude store  reps. and so
    many confusing fake deals which never works.

    • Kirk

      I’m waiting for new quad core phones to roll out soon, and I’m saying bye bye to T-Mobile also, after being with them for about the same amount of time.

      I pay my bill on time every month. All I get in return is an ever growing lack of coverage, dropped college, spotty 3G/4G, and horrible customer service.

      So strange how T-Mobile went on a disaster move downwards so fast.

      • Kirk


      • Anonymous

        i know coverage everywhere is different, but my city went from EDGE just 3 years ago to HSPA+42 today. With boomer towers installed, outside of town went from GPRS data to UMTS. coverage is definitely not going down at all.

  • Memohugo

     I have a question: You can cancel a plan after 5 days of having it?

    • BoZo

      there is a 14 day buyers remorse period in most states.

    • shanmarie

      This is what I want to know. I just left Cspire and the Iphone for TMobile. My SGII arrived yesterday and I was thrilled. I looove this phone. The problem is the data is slow or none. I had both phones side by side and my other carrier responded in half the time. I am so upset to return this phone and return to CSUCK. I wanted to love TMobile.

  • Aundraquinn

    I have been a customer of tmobile for 12 years and I have never had problems with them until the last 6 months. I had 2 payments takin out of my ckecking account in 2 days with no refund. My phones were cut off 2 days after my bill date. I had to get a replacement phone for the 3erd time and it took 4 weeks to get it. My contract is ready to be renewed and everytime I call I get a different price on the value plan. And I get hung up on by the automated service.

  • Curious

    I’d like to see some changes in-store:

    A) Line specifically for billing, warranty exchanges and accessory sales (leave new lines and upgrades for specific sales reps) (yes have stock of refurb’s for warranty exchanges)
    B) Ability for B2B customers to walk into a retail store bill new lines and accessories to our accounts
    C) Ditch MIR’s at least during promotions (if Best Buy can do it so can T-Mobile Corporate)
    D) Use better ventilation inside stores.  The ones where I live are always stuffy and smell bad

    • TMo-Fan

      I’m agreed with you about the Ditch MIR.  but, on other hand i have to disagree with you about the <if caBestBuy can do it so can T-Mobile).   
      as we should know…if we walk into T-Mobile store. we're looking for T-Mobile phone, service or accessories.  because, that's all they do and all they sale…..

      but, Best Buy are different.  they promo them phones for cheaper prices to get peoples in the door and end up buy more other staff beside the phones, service or accessories.  how many time you really walk into best buy and you said im only loooking for the phones?   not very likely…..cause, when you are in the bestbuy, you have more chance to look at other products and that's mean bestbuy have more chance to sell you more of them product and make more money of one persone.  as you can see this is do to best buy sale more other products and not just the phones only.  not like T-Mobiles.  

      im not sure you agree with me or not.  if you walk into T-Mobile store and you only planning to spend around about 50 to 200 dollars.  that's yet…….cause you are walking out with just phones.  .

      but, if you shop at best buy.  you might looking to spend some where between 30 to 150.  you will end up spending even more.  cause, we usualley end up buying something else, we think we need. but, normally we don't need.  
      that's what we call now day…   then end up with less money or no money.  

      so, i think its more saving to visit T-Mobile Store Vs. BestBuy or any other big retailers.  cause, we get high chance to spend more money on stupid Sh*t.   

      anyway’s that happen to me before.  so i thought i just share those.  

      but, i also think if i want the service with the company.  i might well go direct to them store to get the service correct and understand and only pay for what i want to spend not any others.  

  • Jason Powell

    I have to say, when I called tmobile with a problem they handled it so well that I actually took time to call back and say how pleased with the help I got and was so impressed, much like I am now. I told them that I check this site often and see people bashing the customer service all the time and I expected to get just that “crappy customer service”, yet I was impressed and suprised I did not. First: I didnt call expecting to get something for free (phone upgrade or whatever) and second: I wasnt looking for a reason to leave to which I think  a lot people do when they talk bad about tmobile on here so they can leave for the iphone (which when I mentioned to the people I talked to, they totally addressed the issue and said heck yea we totally want it for our customers too!) I liked that, a very personal experience to which things were addressed. I told them I hated the automated system and the person I talked to said she hated talking to them too and she understood and said tmobile knows and is working on it for real. She said she wished the phone would just ring directly to her so she could help people. Yea the service could improve and coverage needs to get better. Yes all my friends have an iphone and ask me why I stick with tmobile. I really like that they totally addressed my issues that I called with and didnt say..”can we offer you a new phone or plan today or some upgrade”. Im hopeful things can get better for us loyal customers, I have to call with yet another issue im having (yet I am hopeful and positive) but im thinking positive!

  • Taron19119

    I just wanna the iphone

  • Cesar Lomeli

    There’s a reason almost all these comments are negative. I don’t think it’s a coincidence. I prolly will be leaving tmo in a couple months for the same reason. I am not satisfied >:/

    • Jcj1

      yeah, the only people who regularly comment are people who are unhappy. generally they are also the ones who think they know more then the people trained to support  the devices.

      • 123

        So true. These dumb people think that they are smarter than other dumb people. 

    • guest

      what is prolly?

  • James

    Just two weeks ago I went to a tmobile store (which I also applied because the manager was impressed with my knowledge of tmobile thanks to tmonews) to find out if I can upgrade on a phone. One of the workers responded to me quite rude to my questions. On top of the fact that while I was checking out the phones I was at a close enough distance to hear the worker there complain and moan (also use a couple of curse words) on how his shift has ended and was waiting for another worker to get in since he was arriving late.

    Quite sad to be honest, plus it turned me off to work there if I were to get hired.
    I hope TMO can change this, and TMO should look at these comments to help them better customer service. I know its only a matter time for TMO to get back on top, i am still hopefull.

  • I’ve been a T-Mobile fan for years. the customer service was excellent, the plans were great and the coverage was as good as anyone else for my area. Lately, I have seen my coverage has gotten worse. In fact, my data coverage seems to be deteriorating.  I’m at the point now where I am wondering…is it time to finally abandon T-Mobile? They don’t have the phone I want (yes…iPhone) coverage is worse then before and last time I talked to customer service, I was speaking to someone in India. My work phone is a Verizon iPhone and while the data speeds aren’t impressive, I rarely have to do without.

  • former T-Mobile employee

    I have a good idea on why the customer buying experience has gone south so fast.  Blame it on the Value plan!  They get customers in and pressure the hell out of them to switch to a “better” deal.  It’s confusing and it’s worse for the customer if they decide to leave.  They not only owe the $200 early term fee, but the remainder of the balance they financed on their $500-600 smartphone!  That’s bs!

    • Dominique

       This isn’t really true.  The Classic plans are cheaper than anyone else and the Value plan are even cheaper, even when figuring in the price of the phones.

    • Guest

      Dominique is correct.   I’m on the value plan and I checked out verizon, sprint and at&t before joining the value plan and even with the phone eip added Tmobile value plan is cheaper.

  • Hokte

    I have been a customer for 9 years and worked for t-mobile for a short while.  I have seen them change by leaps and bounds but in 2012, I am still on a “edge” network. . t-moble don’t brag that you have the fastest 4g when you can’t put it everywhere, I’m still looking for 3g.  Customer Service has taken a drastic change in the last year & a half and it has gotten rediculous.  I am other customer whom has had many phone problems from screen problems, battery over heating to phone being dead.  All to have CS rep that I couldn’t understand (literally), to a rep telling me I should cancel my service if I don’t like it.  It’s crazy!  I have been a loyal T-mobile customer for years but when my contract is up will be looking for a new service provider.

    • Anonymous

      T-Mobile has 4G in more places than any other carrier.   

      • Vim

        True, but T-Mobile’s 3G and 4G maps are pretty much the same thing while Verizon’s 3G network map is vast.  If I’m in the boondocks, and thank God I’m not, I’d take Verizon’s 3G over T-Mobile’s 2G (aka “EDGE”) any day.  Edge may be one of the faster versions of  2G out there, and some people refer to it as 2.75G, but it’s still painfully slow in comparison to Verizon’s 3G.  I’d cancel my data plan if I were ever forced to go back to EDGE.  Thankfully T-Mobile’s HSPA+ “4G” data network has expanded to blanket my entire area over the past 2 years.

      • Anonymous

        Yes but its kinda sorta just really 3G, lets face it.  It’s not a tech that will bring them up to speed with LTE which is going to be a real 4G technology.

        at&t has 4G hspa (which is really just super 3G) and they also have 4G LTE which is clearly the future to true 4G speed.  

        T-Mobile needs 4G LTE sooner than later to keep up with the other carriers whom i fear will have an even larger tech lead in the coming years if they don’t come up with a cleaver initiative soon.

        • Vim

          All of the current “4G” implementations, even LTE, aren’t really 4G by its original definition, and all of them, including T-Mobile’s, are 4G by the latest official definition.   T-Mobile’s HSPA+ is faster than Sprint’s WiMAX and competitive with Verizon’s current LTE implementation for a lot less $$$.  If put under load it will certainly degrade faster, but T-Mobile’s network isn’t overloaded like AT&T or Sprint’s. 

          At some point T-Mobile will need to go LTE, but waiting another year won’t kill them as long as they keep expanding and ramping up the speed of their HSPA+ network in the interim.  In fact, the longer they wait the cheaper the LTE rollout will be for them as equipment costs drop.  Personally I think expanding their HSPA+ network map and improving its signal strength in areas where its sketchy is a higher priority, and by sticking with HSPA+ for now, they can cover far more of the country for a lot less $$$. 

        • Anonymous

          I never said any of them were really 4G but that LTE was the true capable tech for real 4G. I personally got a little disgusted when tmo and sprint started using 4G, especially when tmo called HSPA 4G. By tmo waiting they are losing ground to the giants whom already have a ton more spectrum and way more future resource to purchase more. I don’t really disagree with what you say in general, but I don’t think you realize how dangerous it is for them to roll out LTE so late. They could get away with being late to the 3G game, but the LTE game may sting them a bit I fear if they are too late to arrive at this one.

        • Anonymous

          I find tmos 4g speeds to be more than enough for any tasks. Honestly. I prefer it over lte at the moment, just because of the battery life aspect. I have a gs2 & amaze that average about 10-18 mbps download & I love it! Lte is great for large downloads, but w/ todays capped data plans, I would think most would wait until they reach theyre home wifi for those data intensive tasks.But yes, Tmo is going to havr to keep up w/ the jones’ eventually w/ a competitive answer to lte.

  • Anonymous

    Talk is cheap.  Where’s my HTC Titan 4G?

  • Foster Chambers

    I actually worked at Tmobile this past year, and i firmly believe tmobile was trying to purposely devalue the company so that the att deal would go thru.  I was there on day called into to customer care you got a knowledgable person right away and then the next day they switched over to what ever it is now.  Tmobile now is trying to clean up the mess they made because theys owned these test before.  Im actually switching over to att not because of service but because we can save money on our home tv and internet.  My gf will stay on the prepaid.  The best deal tmobile has is their prepaid plan if you can afford the full price on the phone. you get everything you get in a Value plan, with out the 20+ bucks in taxes.   

    • Dominique

       Except for no data roaming and no WIFI calling.

      • hello

        You can wifi call stupid. Lol your an idiot

        • Dominique

          I forgot the “free” WIFI calling.  You can’t get that with prepaid, but true I’m not up to prepaid standards because I make enough to not have to do prepaid.

  • Anonymous

    I switched to TMobile in 2011 and it was a debacle for the first month or two, primarily due to customer service reps providing incorrect information over the phone. I am not surprised at the low ratings this time around. Hopefully they work on improving CS and strive to get back on top.

  • Randall Jackson

    If you lie down with dogs (AT&T), you get up with fleas!

    • JBLmobileG1

      LOL Ain’t it the truth!? It’s like making a deal with the devil then trying to get your soul back afterwards. Let’s hope Tmobile continues to try to work at it and not just give up thinking it’s hopeless. I say give Philip Humm a few months to bring Tmobile USA to their feet. If not, replace him, ship him back to Germany and show everyone there he is a failure.

    • Anonymous

      Technically, at&t took a roll in the hey with T-Mobile and lost a few billions.  If anything, T-Mobile gave AT&T financial bite marks.

  • Well earned…my recent experiences with T-Mo (my long favorite provier — I’ve been with them 9+ years) have truly sucked.

  •  A Comment To Herr Humm – Why T-Mobile Talking Nice Is Falling On Deaf And Suspicious Ears

    This is in response to a comment in here where someone said that they are still with T-Mobile after 9 years, a couple of “incidents,” and some aggravation. They also implied giving DT a pass for this poor JD Power placing because it was going through the merger (sic) last year.

    Pardon the length, but I needed to keep my writing engine tuned up. My usual disclaimer: if you don’t like me or my comments, simply don’t read em. ;)

    Sidenote: Since Herr Humm has provided evidence that he reads this kind of stuff, Mr. Humm, please read (and come up with a different approach, or like I said last year, change TMOUS to a top quality prepaid carrier).

    Your “very good” experiences aside, I find it interesting that over your 9 year run that there have been a “couple incidents” and that “I have been aggravated with [T-Mobile].” Sorry, but I don’t accept that such is an acceptable standard for customer service, mainly because IMO there’s a substantial risk that T-Mobile risks losing a customer after just one incident, and especially if the Company aggravates the customer.

    But what you or I would do under such circumstances is irrelevant. What’s important is that many customers don’t give second or third chances, they walk after the first incident. And if customer service
    aggravates the customer it is almost a certainty the customer will be justified in terminating the relationship.

    In any event, IMO the “we were being acquired” excuse does not fly. That’s similar to a company saying mistakes are “computer error” when in fact most computer errors have their origin from humans making mistakes when inputting data.  You are saying “the merger (sic) was a substantial factor in TMOUS giving bad customer service.”

    Initially, despite AT&T’s intentional and strategic mischaracterization note that this was NOT a merger, it was an acquisition. This is an important distinction because in this sale Deutsche Telekom did
    not have a say nor give a rip what AT&T did with TMOUS (see 2011 TMoNews articles and commentary which is consistent with this allegation). And from looking in TMoNews and elsewhere on the Net it was obvious that in 2011 DT did not give a rat’s pitoot about TMOUS customers.

    Arguably, if it was a merger Deutsche Telekom would have done a lot of things differently toward its U.S. customers and employees, for example, halting customer defections. And if AT&T was buying a wireless company, complete with customers, I submit it would have NOT been OK with the estimate that by the time it fully integrated TMOUS the Company will have shed 8+ million subscribers.

    In every acquisition it takes two to tango. AT&T was willing to pay $39 billion (3 X TMOUS value) to gain some spectrum and take out a major competitor who prevented AT&T from hiking its prices into the stratosphere. Deutsche Telekom desperately needed the $39 billion to prop up its European operations (which is losing money) and do a deal that allowed it to instantly as if by magic get out of the U.S. wireless business, something it really, really, really wanted to do.

    Despite T-Mobile customers being an extremely loyal lot (albeit many TMOUS subscribers are known as simply being skinflints willing to defect to the carrier with the cheapest deals) Deutsche Telekom willingly entered into a deal with the satanic blue master despite knowing:

    – U.S. customers would be left flying in the wind. (AT&T did not want them, DT didn’t care what happened to you);

    – DT knew that the deal would take out a major U.S. competitor and leave us to, inter alia, suffer major price hikes. But it did not care, it wanted that $39 billion;

    – When the deal was inked DT did from nothing to very little to address the concerns and worries U.S. customers expressed; it did nothing to assure that AT&T would be legally bound to honor T-Mobile contracts; neither company adequately addressed post-acquisition handset obsolescence.

    – Instead of doing any of the above TMOUS changed many of its policies, draconian changes that morphed TMOUS, the Company becoming indistinguishable from AT&T. (See TMoNews announcing the drip, drip, drip of changes over time).

    Fact is, DT’s acquisition stench (your word :) was from its own doing. It went all in on the deal going through. DT had its bags packed and papers in order, ready to flee back to Germany.

    Everyone knew that DT had no problem whatsoever abandoning its U.S. customers, IMO as it did both before and after the acquisition was announced (Humm must have had a good laugh when he arrived in the U.S. and heard people, including yours truly, speculate that he was here to turn T-Mobile around when in fact he was dispatched to the U.S. to supervise the sale of TMOUS.  (I remember people being excited that he might be able to get TMOUS the iPhone.)

    All this said, while the acquisition had some effect on TMOUS’ customer service and subscriber numbers, TMOUS customer service decline commenced in late 2009 when DT focused on getting the initials sale and slashing costs. Around that time DT stopped giving a sheet about good customer
    service (and that was when CSR reps started to have foreign accents, which many people in here denied was occurring).

    Yes, employee morale suffered while the acquisition was pending and low employee morale can lead to employees taking out their worries and frustration on customers, but in 2009-10 it became all about numbers and nothing else.

    By the time the acquisition was announced customer service was already in the toilet and there was a morale problem with U.S-based employees (remember Humm’s letter to employees trying to boost morale because of sale rumors, him saying that TMOUS was not for sale. Then a few months later the AT&T acquisition hit the papers).

    • Guest

      You have way too much time on your hand if you sat and wrote a long article such as this.  I didn’t read past the first couple of lines.  Too much!!!!

      • hello

        Lol me either. Your opinion is dumb.

    • Guest911

      Bloviate much?

    • Nearmsp

      A very well written piece that Mr. Humm should read and so should the next investor that intends to buy T-mobile. That said, with some data to back it up, I could develop this in to a case study for students. The only thing I would add is that DT relied on the ability of crony capitalism in the US that AT&T would use to round up congressmen and make regulators to back off. Unfortunately even by corrupt US standards it was a bridge too far. Finally DT had no plan B! 

      •  Thanks for the nice words.

        • Cycledaily

          As an employee, you could not be anymore spot on.

    • Anonymous

      good read, but please tell me you didn’t waste a perfectly good lunch and or breakfast break to write this???

    • Anonymous

      All of this because I stated that Im overall satisfied w/ tmo & I dont expect that they be perfect as no company is? Yo mike….. Get a hobby man! Or at least apply to be a tmonews journalist instead of just inserting articles 5 times the length of davids!

  • Dan

    the last time i called, it was connected to communist china or somewhere the lady
    never understood any words. she started by saying this “YOU ARE WHO SPEAKING?” asked for other rep, after putting on hold
    for 40 mins, i was told “YOU CAN CALL ME BACK AFTER 1 HOUR AND SOMEBODY
    what the f***k!   tmobile could hire  people  who speak english. not these stupid illiterates in china or philipines. The indians can at least speak english though they have accent.

    • david

      wow dan! with authority! btw you spelled philippines wrong dork!

    • Dennisarada

      Excuse me i am from the Philippines and people that work in the call centers are not illiterate. They even require them to have a bachelor’s degree or college graduate!!!

      • Dan

         i never said all philippinos , i said the idiot sounded like chinese or philippino

    • Guest

      Stupid! He’s the illiterate one, thinks he can tell by just listening to accents. If I judge you by your posts, you would not like it of I say your a monkey who can speak English!

    • hello

      Lol but he’s right, or customer service is the worst

    • guest34

      Prepaid is mostly outsourced to Phillipines and those reps are incompetent & useless. I was lucky enought to get a rep in Mexico who spent hours going through everything. He was great; even called me back next day which is usually not permitted. Tmobile service problems r systemwide. Humm says churn down/loyalty up. Nothing theyre doing in customer relations are doing anything toward that goal. I feel Im watching self destruct before my eyes. My store has always been great,but increasingly their hands are tied. I work for a Fortune 100 company in marketing & customer satisfaction. Im appalled by what Ive experienced with Tmobile. They keep telling customers to find other carriers vs trying to fix network & handset issues. 90% of front line reps have been a total joke. They stick to their scripts but dont listen. Managements running company into the ground. Counting days till I leave Tmobile, and Ive been with them ever since I got a cell phone,which surprisingly means nothing
      If I had employees say to customers some of the things Tmob reps have said to me, Id fire them on the spot.

  • Cp60188

    T-Mobile customer for 13 years, called customer service rarely. Haven’t called at all in the past 3 years. I go to a T-Mobile store if I need to have something complicated taken care of, and have always been helped by professional, knowledgeable T-mobile employees. I don’t understand why some posters are baffled as to why they seem to get certain treatment, based on prior discussions here. Be nice. It’s not just you, others may have the same issue. If you have that much difficulty communicating, go to a T-mobile store – it will probably take less time until call center issues are resolved. Don’t expect everything from the cheapest junky phone you thought was cool (eg Motorola CLIQ) – do your homework before you change phones…go look at the reviews on hofo, gsmarena, or one of the many other review sites. Use some common sense, please. Tmo got a big slap in the face. They know what they need to do, and it can’t all be done overnight.

    • Anonymous

      A Forum like this is a welcome mat for angry venters who lack the self-motivation to be resourceful enough to take the matter into their own hands.  

      You are clearly not a lazy person…

      Think about it, most of these people you are referring tot seek such instant gratification that they want someone else to think for them and advocate for them and in many cases cheat the agreement they signed and or agreed to.  

      This decency you expect from the general tmobile populus is non-existent.  Don’t expect it to come back, it’s a disappointing look into modern society.  

      What’s worse is that i think t-mobile’s good CS standards over the years may have created this monster.  In many cases i think they have created a customer base that is parasitic on the carrier doing everything perfectly and for them.  My opinon is that they have created this expectation that has poured down to many people that already likely have a sense of entitlement which is very, very, prevalent in a “high-risk” customer base such as T-mobiles.  sadly, it will only get worse before (IF) it gets better.

  • Customer

    Hey david why dont you make a tmobile news app.

    • JBLmobileG1

      Good idea! I second it. Maybe offer a live chat section with news forums and a rumor section. Up and coming devices with possible release dates. Could still have adds to help pay… but try to keep them at a minimum. :-)

      • BigMixxx

        I’d be all over that…

        • Kalel

          Just download Pulse News and add it as one of the feeds.  It works great.

    • Loueradun

       Sounds like a great idea, as long as it isn’t iPhone only (Yes I’m looking at you David).  If you set up an API and give me some design layouts I can throw something together for Android pretty quickly.  Feel free to send me an email about it.

    • Anonymous

      +1! That would be great!

  • Eastcoastrep

    i would like to know if phillip humm has ADD….because this company is going in 100 different directions. This guy was brought here for 1 reason…to sell T-Mobile USA!!  you sent out a company wide email and I went to the challenger meeting that reenforced that “T-Mobile is on the launching pad to blast off to greatness”.  1 month after that challenger meeting it was announced that AT&T is a acquiring T-Mobile USA…Morale was and still is an all time low and we have managers that don’t know what to tell us because you in upper management have no clue what to do!! straighten up or you will loose more than customers…trying hiring new sales reps with a ship thats sinking

    • Aaron Tant

      lose*, not loose*

  • Anonymous

    Now, more than ever, T-Mobile USA needs a regime change. The board of directors should sweep out all those guys… the so called “senior leadership”… they had their chance and didn’t deliver the goods. Time for some fresh blood.

    • BigMixxx

      It’s coming.  He looked small amongst giants in congress.  He cannot be left to continue to run the company.  

  • BoZo

    First off, T-mobile USA has no money ( I know, the billions from AT&T- but T-mobile was Broke, and they must invest in very expensive spectrum, marketing and phones) due to this, T-mobile IS NOT investing money into its sales or service departments. So I do not think we will see Promptness in being able to speak with a representative anytime soon.

    Second, with very litle money going into stores, many knowledgable reps are leaving as they seek better opportunities elsewhere and the ones remaining are just slamming customers at the demand of retail management- I worked there througout the attempted buyout and after, so Knowledge of the representative may be a liitle low- and by providing absolutely no training time, sales associates really can’t give their full attention to trainings, as they must engadge with customers the whole time as well.
    And, Courtesy of the representative… One reason I left T-mobile was the fact that employees are now being disciplined for spending “too much” time with customers. Managers simply want employees to move through customers as fast as possible and get all the features attached that we can..especially insurance (php) and higher data plans.

    I have worked in sales for many many years, and I have to say that T-mobile lost its heart somewhere along the way. Many of the “good” employees that customers love to deal with will tell you that they liked T-mobile years ago…but now, it’s just a different company.

    • T-Mobile USA isn’t broke, where are you getting these so called “facts” of yours? Do you even read the financial statements?

      • BoZo

        Where do I get my facts… Ok, a meeting I was fortunate to attend which included Bill Robinson-as he stated that t-mobile couldn’t afford the labor budgets they were using after a huge labor budget cut a year ago, secondly, upper management for retail who explained why hours are being completely cut out of stores…over the past year two full-time positions worth of hours (that’s 60 hours a week) were taken from the store I worked at. Some reps were cut to such few hours they had no choice but to leave the company.
        You may also rememeber a cut to US customer service.

        But…OK..if t-mobile isn’t haveing financial trouble then why cut so many positions (under the radar without layoffs). Especially when they are trying soo hard to improve customer service.

        • jon

          Uh…how ’bout a pending merger??? Where have you been? Natural attrition (without replacement) was allowed to make it easier for at&t to absorb tmobs workforce. Check career builder right now. There are over 1000 jobs posted for tmob. tmob has also been on several network news (cnn, fox business, hln) segments that feature ‘companies that are hiring’. Tmob is a profitable business and they will get the workforce back to where it should be to provide that jd winning experience…juat watch.

        • Monday

          “Bozo” is actually 100% correct on the labor cuts, etc that even occured before the merger…now as far as being broke, I won’t agree with that as it’s still a profitable company despite everything thats happened within the past few years.

        • Anonymous

          hmmmm, i think i’m the 3rd guy in this whole commenting system at tmonews that isn’t a tmo employee lol.  

          Can’t you guys get in trouble for posting this stuff if someone ever caught on?

        • Anonymous

          You are out of your mind.  Pretty much all retail stores cut hours after a busy holiday season.  That’s not a permanent thing.

          T-Mobile isn’t going through aggressive lay offs, instead to save money (probably) they are not re filling up excess positions the don’t need for people who leave the company due to other reasons like quitting or legitimately getting fired.

          One of the new CEO’s missions was to get T-Mobile USA financially self sufficient so the attempt is to raise capital so T-Mobile can use it for a spectrum buy or a small scale acquisition without Deutche Telekom, who would never hand over any cash.

        • I think it is difficult for T-Mobile fans to accept just how dire DT’s financials are and that TMOUS and Deutsche Telekom are broke, not the common man’s definition of broke, but as is figuratively characterized in the business world.

          Firstly, in the most basic sense when looking at TMOUS’ financial situation you cannot separate the U.S. “child” from how the parent is doing. So goes Deutsche Telekom will follow its TMOUS division.

          To the extent some want to ignore that DT and TMOUS are one in the same, let’s look at TMOUS’ financials:

          – TMOUS’ profits are in their biggest decline, in 10 years.

          – TMOUS has suffered profit declines in four of the last five years.

          – I am not sure of the totals, but isn’t TMOUS going to have lost 500,000+ subscribers in 2011?

          – TMOUS value is declining rapidly. IMO the longer DT holds on to TMOUS the less it will get for the Company. In the past I said DT might get $15 billion for TMOUS on a really good day. Now, I think they are looking at maybe $12 billion.

          – DT investors are losing money daily. And if they sell for even $15 billion (unlikely it will get that) that would be a huge loss on the amount originally invested when DT got into the U.S. wireless business. (I think it is somewhere around a 60% loss on the investors original investment.)

          I too consider TMOUS “broke.” Consider:

          – The parent cannot and/or is unwilling to put money into TMOUS to make it competitive against larger carriers. (Would YOU put money into repairing your old car that keeps breaking down, where repairs would cost more than the car is worth, is a depreciating asset, and there’s no assurances that the car will run and be trouble free a year from now?)

          – TMOUS to prospective suitors is perceived as damaged goods.

          – TMOUS has nothing with which to leverage a sale.

          – TMOUS cannot match the money AT&T, Verizon and Sprint are willing to invest in infrastructure, upgrades, marketing, and new technology.

        • BigMixxx

          You have a good point….HOWEVER.

          Compare to sprint…
          Compare it to sprint.  (And Imma keep saying this).  Sprint will go broke before T mobile USA.  Sprint is managing margins.  However, They have no saving graces left, except to sell spectrum holdings.  When, in your company report, you say ‘Bad investments’ it’s just downhill from there.  While they may be gaining subscribers, they are losing money, quarter over quarter, and margins are falling short.  Leverage it out, go private and figure your way back in or reorganization.  

          As I think about this.  the value plan is a good idea to minimize losses on the T mobile side.  The risk is on the customer, and the only real loss is minimized by upfront costs with rebates.  This allows for t mobile to have available cash. More than we think, but DT won’t report it properly. T mobile held on to a billion dollars last quarter, while sprint held on to 273 million.
          Meaning in comparison to value, Sprint is penniless.  Literally. they are managing margins and losing bad. Then to invest in LTE as the right decision, now?  Sprint may not make the year.
          I say that to say this.  The problem is that DT cannot make investments uniformly across the company, like a Sprint can, even with Sprint being DEAD BROKE as a company.   DT is keeping that billion a quarter, and keeping operating costs really low, until it pays off.  It’s really just starting to reap real benefits…ATT purchase would have accelerated it quite a bit.

          Now it’s thinking time:
          Reduce costs to operate and leverage the shit out of it. A 15 to 20 billion dollar leverage bet on T mobile USA seems to be the way to go, and teaming with the Sprint’s Vision would really spark a good campaign for both Sprint and T mobile.  Sprint will minimize it’s losses, T mobile would take most of the gamble. Both companies would win. (stop dreaming Bigmixx)

          T mobile should report it’s 4th quarter results next week.  Typically in or around the 25th of February.  

        • Anonymous

          With all of you knowledge Mike, why are you a Tmo customer? You surely have better places to spend your cash, right?

        • Anonymous

          They aren’t having financial trouble necessarily, they lack the raw resources to evolve into the company they can be.  Think about how much raw cash DT skims from them.  I can’t help but feel that DT may be a suffocating force in the tmo usa business system.  However, their intent to sell tmo was a clear indicator that the cash may not be coming in like it once used to.  Now DT knows they are stuck with tmo usa and may try to salvage many of their losses.  The downed economy never helps a carrier that’s already struggling with struggling customers.  

          The way i look at tmobile is i compare them to a hardworking person that lives life pay-check to pay-check with no real piggy bank to get them out of trouble.  

          They can’t have a real piggy  bank of their own because they are DT’s whores sadly.  I personally blame these problems tmo has on DT, they are cancerous to them.

        • Vim

          Your words match my suspicions to a T. 

        • Anonymous

          The force is clearly with you.

        • Seluased7

           Did it also occur to you that T-mobile USA is closing about 15-20% of its retail locations in the next 18 months, not because of money shortages, but due to the rapid success of its TPR Partners?  These 3rd party stores are run by another company, but has corporate pricing and the same feel with no overhead out of T-Mobiles pocket. Its just good business to cut out the fat.  I also noticed that Corporate retail stores screw up just as much as care does, but the TPR stores dont as much.

      • Anonymous

        Maybe he’s just trying to say they are struggling in the market  in his own, very wrong, way??

    • Abc

       Sounds like you must be a top CEO for a great company.  Or maybe just another guy writing his “facts” on the bathroom wall.  No offense to you of course David.

  • Nearmsp

    I personally  have found the local T-mobile store sales people very friendly and helpful. My loyalty has been shaken after reading horror stories of customers on this web site and T-mobile’s own forums how they were deceived in to signing up customers for new 2 year contracts without their knowledge. Sprint did that and for years lost customers. XM started doing that after merger with Sirius and I cancelled my service, because the product value is no more the issue. The issue is will I want to keep looking over my shoulder if I don’t trust them to screw me at the first opportunity. Years of customer loyalty can dissapear when trust is lost. It is hard to earn back trust and Mr. Humm has to work to earn back the trust of customers. JD Power ratings are a reflection of what has been happening at T-mobile. I think an iPhone 5 may just arrest this down turn.

  • Can anybody say “Dead last in Customer Service & Purchase Experience 1 day sale”?

    • Systems go down man, this stuff happens.

      • Its true, this stuff happens, but if you are going to hold a 1-Day Sale and request all hands, then you better request all computers be operating too! 

        Otherwise, dont have 1-Day sales and have weekend sales, or week-long sales.

        • Guest911

          “then you better request all computers be operating too!”

          Read that and slap yourself.

        • Abc

           If you didn’t notice they extended it to a 2 day sale to make up for there systems.  Wow we’re not all perfect like you.

    • Joseph Tongret

      So many ppl only come here to trash tmo! Do I occasionaly wish some things were different? Yes. But, overall we are with the BEST priced carrier, who has given alot to most of us that NO other carrier would! I have had tmo give me full upgrade discount, just for providing me with inaccurate info about a phone b4 I bought it from a third party! No other carrier would do alot of things tmo will do to keep us! I think they have gotten on the defensive as of late because alot of ppl have taken advantage of their willingness to provide almost anything they had to in order to keep a customer(in past years). Tmo is getting back on their feet, & they need their loyal customers to help them up. Refer friends & family to them based on their GREAT pricing! Tell these ppl having a miserable experience on the prepaid carriers about their PREMIER prepaid service! And when you call in& get a rep that helps you…..THANK THEM! They grt shit on all day!

  • Guest

    I am a 10+ years customer of T-Mobile, and I was trying to renew my family contract, upgrade phones, change data plan in the last 2 months. I am totally agree with the report. It’s bad bad bad experience to deal with CSRs from T-Mobile. Sorry to disappoint T-Mobile, but it’s true. I am willing to provide my account to prove my point.

  • If T-Mobile wants to drive DOWN churn and drive UP loyalty they gotta show a few things to their customers.

    1. Stop renewing contracts when people change their rate plan. There is no reason to do it except to piss off customers and cause more churn. Especially when some of the rate plans they offer are HIGHER than their prepaid plans that customers could swap to once they leave anyway.
    2. Offer the SAME deals and discounts to existing customers on renewals as to NEW customers. Further, offer any extra deals, like bonus minutes, discount accessories and the like to existing customers anytime within their contract, not to just the ones about to expire. Showing the customer you value them at month 2 or month 6 is still just as important as month 20 and month 22.
    3. Offer to find REAL solutions for customers with problems with their service, plan, or device. Dont just come up with a half hearted solution and turn your back on them (they do this to me all the time), its YOUR problem when I have a problem, help me fix it with your resources.

    Thats how T-Mobile can START creating brand loyalty. Wanna go further? 

    4. Get rid of Mail In Rebates for existing customers upgrading. Get rid of the upgrade fee too! 
    5. Offer upgrading customers 1-Year Contracts with a phone discount thats a little higher than the 2-Year price offer.

    • Anonymous

      I see you decided to give T-Mobile some free advise instead of suing them to get out of your contract as you said you would do in another article…

      • Tbyrne

        I caught that too.

      • Fair enough comment, but where did he say that he was giving T-Mobile some “free advise (sic)” INSTEAD of suing to get out of his contract? Besides, the two are not mutually exclusive, one can do both.

    • Turdnugget0420

      If T-Mobile is turning their back on you “all the time”, maybe they are not the problem.  What problems are you having so often that T-Mobile doesn’t have resolutions for???

  • they were last when their customer service was tops .. and now last when it isn’t tops.  not sure where anyone expects them to go either way ya know.  you have great customer service again you’ll still be last .. you don’t and you’ll still be last.  i’m sure they likely say to themselves we’re damned if we do, damned if we don’t lol

    •  LOL… great way to put it Deacon.

      And yours is the reason why, in a nutshell, Deutsche Telekom looks at TMOUS as a problem child and wants out of the U.S., immediately, if not sooner.

  • BigMixxx


    T mobile is all over negative news with the same message.  I think they might mean business…

  • This is all why Deutsche Telekom should reinvent itself as the premium prepaid carrier. That’s where things are moving anyway, with gas going back up to $4+++ a gallon. When that happens people cut back on perceived unnecessary expenses or to the bone if the situation warrants.

    If DT was smart it would capitalize on the upcoming harsh summer where Americans will be looking to slash monthly cell phone costs. With its handset collection (that would have to be sold at TMOUS’ cost) T-Mobile could become known as the premier prepaid carrier.

    IMO being the #1 prepaid carrier is better than a struggling 4th place wireless provider.

    • Turdnugget0420

      I wish there were thumbs down options on this site…

    • Anonymous

      Tmo already has the most premier prepaid option, where ya been mike? Im a truely nice guy, who can pretty much always find something positive to say, but your posts are ALWAYS b.s.! Not only are they the premier prepaid carrier by being the only prepay to offer financing options for high end handsets, but they are a major post paid carrier! I think tmo is gona do just fine w/o your input, & so would tmonews!

  • Guest

    just read this … really.

    sounds like sell sell sell in cs

    like that monty python skit spam spam spam
    now just please get off the phone and order the spam mytime is up with you. ( clicks the chess clock)

    David, if they really plan on changing then why would T-mobile do a
    kick-off for 2012 stating they are not changing their strategy
    whatsoever in customer service.  Brian Brinkman, head of customer
    service, stated “Every year we make changes to better provide for our
    customers but this year weren’t not changing anything.  Why change a
    great thing?”  They really pushed how the sales have really helped
    T-mobile and they’ve just increased the sales quota once again.  I’ve
    seen customer call in multiple times to get things removed, with reps
    telling them they’ll take it off, they need to go to the store, tell
    them they can’t until the next cycle, etc. and all that is because of
    the stress of removing features that hurt the CSRs numbers.  The rep
    that actually does their job and removes it gets admonished for not
    meeting their sales quota and gets threatened with being fired. 

    far, the last place rankings haven’t pushed them to change a single
    thing in the call centers.   They’re still in awe of reps adding a $152
    million in features to accounts that they could care less about the
    rankings.  It’s all been talk about getting back to the basics but
    what’s being pushed is sales.  You could be the best rep in the call
    center in customer scores but if you aren’t hitting your sales numbers
    then you are a liability.

    • Abc

       Who the heck is Brian Brinkman?  If you’re going to quote a source, at least know who you’re quoting.

  • Solo lo traga

    Anytime I call in which is few, I always get bombarded with asking do I want to change plans and let’s see how we can save you money. I listen to them and it turns out its going to cost me more. So when they ask now I tell them no thank you. They still pitch it anyway. I work in retail sales, I know you have to suggestive sell and whatnot. First of all LISTEN to the consumer concerns. If I have to listen to your sales pitch and can’t get to a resolution of why I called in because you won’t let me tell you what’s going on.If this continues there will be nothing but more upsets for T-Mobile. Hopefully all will end well with everything that’s going on.

  • Tmonews

    T-Mobile USA, 

    Customer care would be better if, you eliminated all those customers that want everything for free in exchange for them to pay their bill. Make them go to METRO where they belong. 

    Customer care would also improve, if you moved all your call centers back to the USA. I understand that T-Mobile isn’t primary a US company, but you should not make your POST PAID customers listen to “BOB” in India. (Americans are losing their jobs everyday to foreign country call centers. There are people in America that are wanting these jobs badly enough, they would take Minimum Wage.)

    In Store experience would improve if, you eliminated all the confusions! This fee, that fee, value plan vs. classic plan, down payments, upgrade fees, 2G 3G 4G 2GB 5GB! Consumers have no clue what all this means, so that means your have to spend more time explaining this and takes up more time to close a sale. It’s already difficult on both the reps and consumers to explain and understand the differences from the prices you offer on your own website and/or an authorized retailer. (TOO MUCH WITH ALL THE SMOKE AND MIRRORS!)

    Overall experience would improve if, you spent the time and money to improve the business as a whole! This means, upgrade your systems!!! Your always having sales that make your computer systems fail. Consumers want better coverage, faster web, better phones, better customer care, easier to understand billing, easier to understand plans, less wait! Improve your slow and confusing website so people won’t have to call care, or go in the stores.

    This does not mean to put more stress or work on your employees, or make things more confusing for your customers.

    This has nothing to do with what you charge for service, upgrades, or phones. Just on how you do it! Make it work before a great business fails!

    Truly Yours,
    T-Mobile Customer of 11+ years!

    P.S. I would pay more, for better service! And for those don’t like upgrade fees, or paying for services like tethering, T-Mobile is a service provider. You are paying for them to service your device! If this is not what you are looking for, go to another company! 

    • Dan

      Here is a list of things that I want T-Mobile to do. 

      P.S. If you have a different list of things that you want T-Mobile to do, then look for another company. 

      Sorry for being harsh, but that was my impression of this post.

  • LippyMistake

    Easy solution take away the punishment for removing things. Stop forcing cs make the money for the company. Turn off the Chess clock. Sounds like a pressure cooker there. Sorry this was supposed to be reply

  • Kltkupfer

    I called to cancel my services with t-mobile today and the customer service Rep would not cancel my account… It was question after question after question….my contract was over and still the guy would not let me cancel… finally after 45min of arguing with him because of his dumb questions and asking for his manager he finally cancelled it. Never will go back to them. their customer service is a joke!!

    • No the joke is you argued with someone for 45min LMAO really people need to learn to be more articulate and firm when I call anywhere and they start to play those dumb games I let em know right off bat and get things done! LMAO @ 45min it takes TWO! couldn’t have been me

  • Vash1988

    They have been making things difficult lately the told me and my wife a couple days a go we didn’t have to pay for up grade charges for are new phones because I get a discount with Costco and not to worry then I check my bill and I see there we call and ask they act like we are liars and that we are making stuff up then we said lets talk to supervisor they put me on a 30min wait just to be told the same thing by the supervisor and if we don’t like it we should leave so yeah not awesome my wife switch to Verizon now got iPhone and is happy I’m still deciding what would you do?

  • Um Tmobile is getting better, just give it time Ok guys?? Don’t have to come here every day and complain about the same thing.

    • Frigadroid

      How is dropping to last place with no changes planed for 2012 getting better? Get a clue stop living in denial.
      Yes we do need to complain everyday until it gets through the thick heads of employees like you that tmobile is last for a reason! So deal with it or do something about it if you want to read the blogs.
      Besides haven’t you heard the squeaky wheel gets the oil! People complain so tmobile can have a chance to make it right would you rather they all just switch and put tmobile out of business?

  • Treymorales

    I have been a T-Mobile customer for 10 years. January 26th I was offered a Samsung Galaxy S II for $50 with a $50 mail in rebate. I accepted the offer and paid the $50. I called 3 days later because it had not shipped, and was told they could not offer this to me. Tried to sell it to me for $279. After an hour on the phone I settled for paying $79 plus the $50 I had already paid.

    I called back because I was going to write a letter. The rep I spoke to told me that T-Mobile would honor the original order from the 26th and apologized. When I received the phone, there was no rebate in the box, so I called again and was told that there was no record and I was being charged $229 for the phone and two of my lines we given contract extensions as opposed to one.

    • Tmobileeeeeeeeeee

      the same thing happened to me. this past december. 

    • Trey

      I sent a letter to Customer Relations and the BBB. Got a spouse back that they would credit my account and they apologized for the incontinence T-Mobile has really dropped the ball on their customer service. I decided to stay because I love the new phone, but I just hope they return to their former glory.

      • Vim

        They sent you a new spouse?  Wow!!!!  Now that’s generous… ;)

        I’m sorry to hear that you had to go through hell to get them to honor the deal, but I’m glad to here it all worked out in the end.

        • Lily

          I love how you caught the “spouse” but not the “incontinence”….

        • Vim

          You make a valid point.  It probably wasn’t a new spouse that was shipped back to Treymorales, but either the original one sent in for “servicing” due to incontinence, or more likely, someone else’s refurbished spouse.  Anyway, whether or not Treymorales got their original spouse back, a new, unused spouse, or a refurbished spouse, clearly T-Mobile went well beyond the call of duty to rectify the grave medical problem that was seriously impacting the customer’s happiness. 

        • Lily

          You, sir, have made my day. :-)

        • Vim

          Then my diabolical plot to make you smile was entirely successful Lily my dear.  ;-)

  • Javier Aguilar

    I’ve been with T-Mobile since 2006 and the only reason I’m still with them is because of lower monthly cost with my 15% corporate discount, SIM cards, and because of the supposed 4G. StraightTalk’s BYOP $45 has caught my eye though… 

  • lattelady

    Maybe I’m just nostalgic, but I’d like to see my old Tmobile back, I really miss that Co.  In store reps have always been nice & want to help, but have many limitations from corp.  When I need to call CS, which has been a lot in the past year, I cringe.  I know I”ll probably be sent to India where I can’t understand the reps at all, no matter how bright they are.  If I have a CS problem, there are nuances to communication that just don’t translate well or generate empathy. I feel like every call is a battle as what I’m told changes with each new person I speak to.  Clearly TMO is making it hard for CS reps to help people as they often seem confused themselves.

    • Anonymous

      It’s only prepaid that’s outsourced.  All post paid care is still in the United State, so if you value it so much switch back to post paid.  The ‘old’ T-Mobile never went anywhere.

      • Is this a joke? If not, do you have any evidence to support your statement? I suspect not.

        There’s plenty of post-paid customers who have said in here that they have experienced “outsourced” customer service.

        And starting in 2009 I sometimes got T-Mobile CSRs with thick accents. It was noticeable to the point that I asked in here if T-Mobile was having its customer service handled outside the U.S., and if anyone knew, which country was it because I could not place the accents.

        In 2010-11 some T-Mobile employees said that customer service from 8 – 5 was handled in the U.S., then it flipped to outside the U.S., so they recommended that for the better customer service to call between those hours.

        There’s also T-Mobile employee sites where the employees say that much of T-Mobile’s customer service is outsourced. I can point you to those sites if you doubt this.

        In contrast, how about posting evidence to support the assertion that post-paid care is still in the U.S. and that only T-Mobile prepaid is outsourced.

        • Frigadroid

          You know as well as I do these defenders of tmobile are living in denial. Trying to get through to them is like cutting someone off who just cut you off in traffic. They will never learn and will blame you before taking an honest look in the mirror and realizing that they are rated last do to policy and performance.
          It is almost comical but actually sad that rather then accept the fact and try harder they want to come on this blog and bash the customers who pay them. Any logical person who reads these threads will see most every time the tmobile representative chimes in they only justify the last place ranking. Im surprised corporate wouldn’t try and set a policy by now warning employees that they are only going to dig the hole deeper by going on the blogs and bashing customers. I know back in the day I always worked under company policy that forbid personal statements made through media about the company for such reasons.
          Pretty much what we thought would happened has because of DT wanting to sell. The employee feels like the company had the attitude they don’t want or need them so the rogue employees, as demonstrated here pass down the same attitude to the customer thus justifying the latest report.

        • Well said and agree.(But paragraph breaks would have made it easier to read ;)

        • Realcool2000

          Mikeys done looking at himself in the mirror and now hes back to tell us all the obvious again.

          Maybe he will sign it again to keep someone from taking his copywrited material that everyone wants to steal so they can win the “full of themselves contest”

        • Your constant thread crapping degrades this Site’s professional tone. I don’t care about your personal attacks, but it is a disservice to the Site’s owner to post the nonsense that you do.

          By the way, it is “copyright” not “copywrite.”

        • Realcool2000

          Haha yeah, I’m the one bringing down the site by degrading it, not post names like “poopstain” or all the people that curse on here.

          Thanks for the spelling correction, and you are still as full of yourself as ever, but I’m not mad at ya Mikey.

          I enjoy reading your posts they are amusing just as your answers to my jabbing at you.

          Btw you need to post more of your points of view, we all missed u lately.

          And if u consider my posts about apple using some of the worst chinese parts manufacturers labor codeless sweatshops, my post imitating all the whiners complaining about “free phones”, and calling out some guys that say racist and belittling remarks about mexicans all nonsensical posts…..then who’s to say u r not entitled to believe wwhat u want to.

        • Itstimothynottim

          Just google this guys, “company “. This guy is shady as can be. He cries to David all the time about posts on this forum that get his thong all up his ass

        • Realcool2000

          Uh….are u refering to me…? Cause im ons of the only ones that doesnt cry on this forum about anything, I do however tell poeple whats up when I feel the need. Do you need me to tell you whats up?

        • Realcool2000

          Or are u.making fun of Mikey…in which case I support u 100%

        • Joseph Tongret

          Well reallcool, mike is one of those guys nobody likes, & explaining to them why nobody likes them is a difficult task. You cant make an idiot understand why hes an idiot. You cant make an asshole understand why hes an asshole. Yo mike, spell check this…..Your a dick! Every time you post, someone inevitably has to explain to you why it is so! If no one here appreciates your comments, or believes that they have any value, then why bless us all with your prescence? It seems to me that you probably got your ass kicked quite a bit of your life because of your ignorance! Poppin off at the mouth is probably an issue for you….so you get on a computer because it seems like a safe place to be when your views are so unpopular. Mike, find a website where ppl tolerate you a little better. Do you really wana be where the majority think you blow? And please leave Tmo if you dnt like them….I personally find them more than adequate!

        • Realcool2000

          Hey my bad Tim, I was too tired when I read ur post earlier to see that u were refering to Mikeymikemichealnotliked lol…..

          anyway I never checked his company, what is it…?

        • Realcool2000

          Omg,…..just checked the link off mikeys postname…….whooooaaaaa wierd……..didnt think it would be anything like that…????????

          Wierd wierd wierd

        • Let’s get this conversation back on topic. It’s ok to disagree with others but let’s not beat a dead horse.

        • Tbyrne

          I haven’t laughed so hard in a long time. You are a funny guy Realcool2000!

      • Guest
      • Pamela


      • Dominique

         No UMA_Fan, they cut a majority of the call center positions(1/5 of the reps  are left in my call center) and they have to take those calls somewhere.  There were some senior reps and coaches that were offered temporary positions to go to the Philippines to train the reps there on how to do post paid customer service.  

        • Anonymous


    • I’m not saying issues don’t exist. However again people be MORE self sufficient all this issues are really not an issue if people take time to LEARN and understand the technology they are using it quite simple I NEVER have to call into customer care except years ago for a lost phone and it was easy. But having worked in a call center there people ask the DUMBEST questions an its call back to bac to back so yea cheaper affordable cell service they have to cut corners SOMEWHERE…people will be amazed if they actually READ their manual on phones. Dont go buy a android phone an call with questions like ” How do I make a call, or whats my balance or how do I send a text , check email ” I mean…REALLY? SMH

  • Pbriga

    If JD had surveyed me TMO would have dropped to fifth. When my contract is up I’ll be switching just out of principle.

    • WK

      And if they had surveyed me, they’d be #1. I deal with all four major carriers, Sprint on a weekly basis. I’ve been with T-Mobile since they were VoiceStream.

  • iHateTmob

    T-Mobile is a horrible company especially to work for. Mistreated thoroughly. HR did nothing. Horrible people.

    • Abc

       Then what are you doing on a Tmobile site?  Take your hate elsewhere.

      • Frigadroid

        I thought this was an independent unofficial tmobile blog? Other than the annoying tmobile banner bouncing around on my vibrant screen I assumed david wasn’t being payed by DT.

        • The only thing paying me are those annoying T-Mobile banner bouncing ads. :-)

        • Tbyrne


        • Yardbird65

          But I and many others still wonder why people like you dislike T-MO and are not customers but hang out on a T-MO news site posting negative comments….

    • right why come here to talk about the same people who mistreated you go post on their DIRECT page, send them a tweet, comment on their faceboook wall not here….some self esteem you must have you created a profile that states “iHATETmob” …www.wow.com

  • Translation:

    “T-Mobile attempted to adopt policies in line with AT&T for our potential merger. After that ended, we realized they sucked and worked to cover our asses”.

    • Tmo Ninja

      I am a T-mobile emplyee and I can tell you that at no point was any tech care employee told to adopt policies that were inline with AT&T. Thru out the entire procedure we remained our own company and no AT&T employee ever even stepped foot into my call center.

  • Stopthewhining

    I work at tmobile tech care, been there for 6 1/2 yrs.  I have seen all the changes and they have to be done.  T-Mobile is a business people! when tmobile was bending over backwards for people they wouldnt appreciate it and now that its all changed everyone complains.  We are constantly being watched on how long we are on call and if the person calls back. We cant do exchanges either now which was a way of pleasing the customer but the customer didnt need these exchanges which would cost tmobile money to send replacements.  60 percent of exchanges by tmobile customers are no issue found with phone when returned to tmobile, which means its user error. Now, tmobile cant please everyone by just sending out phones just to get them off phone and give them what they want.. Tmobile customers ruined it for themselves and what I think will save it is this…… People need to stop whining about issues with there phn just to get something for free and if you want a new phone, PAY FOR IT! I work for tmobile and I have to pay for my phones when I want a new one and if I do get a discount, i get taxed on my check for it and taxed a lot…..  I have wanted to leave for a long time but where do i go work and get paid what i do for what i do. We deal with a lot of BULL and anyone wants to try customer service or tech support go ahead and you wont last past training! 8 hrs a day of grown men/women whining and crying can get to you so next time you call tmobile understand this, “we are people too.” Another thing that will help out customer service is this, DONT BE RUDE! Being rude will cause that customer service or tech rep to just shut down and not help you with issue.  Do you ever go to some place to eat and yell at the server, probably not, cuz you dont want them to spit in your food. So why would u want to yell and be rude at a person trying to help you, dont kill the messenger cuz the messenger just wants to get ur issue resolved and send you on your way with a smile on your face. It all goes back to elementry philosophy, “Treat others how you wanna be treated…”

    • Vim

      First let me say that having done tech support over the telephone for an ISP in my younger days I understand exactly how hard it is to remotely troubleshoot a problem based on the description of someone who doesn’t have the vocabulary to describe what they’re experiencing, or worse, is prone to exaggeration to the point where what they’re telling you has little to do with what is actually going on.  I never want to be in that position again, ever.  Nevertheless…

      Unnecessary exchanges weren’t aren’t always user error.  On occasion, lazy or less knowledgeable reps sent replacement phones when they shouldn’t have on known issues with known solutions.  I had that happen to me once.  Through a stroke of dumb luck followed up by some internet research, I learned that the issue I experienced was intrinsic to my handset model and that there was a very easy workaround.  In the end I didn’t even bother to open the replacement when it arrived, a replacement that in all probability would have had the exact same charging problem.    I simply returned it to T-Mobile unopened.  The rep I talked with about the return told me that it was a known issue with a known solution and he didn’t know why the 1st rep had sent me the replacement.  So unnecessary exchanges weren’t always the customer’s fault…

      • Stopthewhining

         Yeah I know what your saying on that but sometimes known issues are discovered til the customer has phone. I always like to say the best tester of a phone is a customer not a guy that sits behind a desk and never uses all the phones features but on another note…. known issues with devices are not Tmobile fault tmobile doesnt make phone they provide service, Samsung, motorola, htc and all the other companies make  phones and they dont discover these known issues before they release to public. I know all exchanges are user error but when u get a customer that calls twice a week every time her phone “freezes” and already received an exchange more than once u start to say…hmmmmm could it be the user not the phone especially when you own that phone personally and never had an issue cuz u can maintain a phone. Tmo is at fault to certain point but i do think tmobile does care about their customers and if you dont think so what company gives out celfi signal boosters for free and also has wifi calling…. tmobile does have some fault and i will tell ur it right now… Automated System is terrible, i hate it! Customer care in other countries is terrbile, they take forever to explain things and i hate it too so i feel everyones pain and all they do is mess things up more than transfer to tech care by then the customer is so mad they dont even want to troubleshoot bc they just talked to a foreigner that knows nothing about our culture and how americans are and i know what the fix is within 5 mins…but u know if i said this in a meeting, my coach and manager would put me in their office and rip me a new one.One more thing that will also help out tmobile customer service is putting 1 certified tech rep in store to help with tech support issues in store with all same tools that we have in tier 3. This would be huge in my opinion, imagine going to store, getting ur issue solved without having to talk to 3 diff people on the phone which could take about an hr,,,,This would help out tmobile big time!

        • JBLmobileG1

          After these past few months.. and pretty much since I received it… of running into issues with my G2 phone I finally gave in and accepted the replacement. One reason, because it wasn’t another G2 which could have had far more issues than mine, but they offered me the Amaze 4g which is the phone I actually have been wanting since I first heard about it and is far superior in everyway. My G2 has been resetting itself atleast every few months to where you need to do a battery pull to turn it on. Also it would lose pictures where you would need to use a 3rd party app to bring them back or restart the phone completely. Even the last update that was to fix this issue worked for a while then it did it again. And recently when you would record video the playback would pause every few seconds… and it’s not the 32gb class 10 card that I have either. Plus I think the Rom in my phone isn’t accurate because it says I have less than I should even after doing a system reset on the cache so I continued to have freezing issues. All I can say is Iam glad I have the $7.99 insurance because it paid off. Only bummer is that I won’t receive the phone on the day they said because of the holiday but that’s not a big deal since I pretty much received a great deal. I do hope it’s not a refurbished phone itself though because who’s to say it won’t have any issues that may not have been discovered or fixed. I know my G2 issues don’t show themselves unless you really play with it. And the cosmetic condition was superb because I used an otterbox case at all times. One reason why I wouldn’t have wanted another G2 is because I did my research how some people received phones in worse shape then their last. I just hope I will be happy with this one, and I already know about the battery life which isn’t the greatest. I have a case and a screen protector ordered and on their way as well. All I can say is thankyou Tmobile for giving me this phone as my exchange. Definitely more reason to praise you because most companies would have probably given one a phone that wasn’t as nice or newer. I guess it does pay to be a loyal customer for 8 years and to get the $7.99 insurance.

    • I concur I feel you 100% Accountability is everything and our society lacks it and what we equate to “good customer service” is simple ass kissing whether the customer is wrong or right is so stupid. Both sides any business type from the worker tot he customer need to not take it personal and treat each other with respect and be more proactive especially consumers. I hate calling call centers and rarely every do we need more self sufficient people are tooooo needy and then blame us ! smh wtf

    • Richard

       idiots like you and many of these stupid tmo employees are the reason for tmobile being  4rth in customer satisfaction and wireless purchase experience survey,

      what you incompetent fools are  saying doesn’t help tmobile

      • Aaron Tant

        I guess you would rather T-Mobile be like Sprint… give whatever, even to the detriment of the whole company (with a debt to equity ratio of 1.4:1, they’re effectively going bankrupt).  OR, you would rather T-Mobile act like Verizon and AT&T, overcharge every single customer so that they could “give” stuff away.

        Richard, “StoptheWhining” is right on the money with his argument.  Name calling just proves “StoptheWhining”‘s point.  You don’t have anything factual to bring to the table, so you resort to name calling (well, you did mention the 4th place customer satisfaction rating… but not the real cause).

      • Stopthewhining

         Hey man u dont know my skills on the phone so before you say i am stupid, i provide the best VOC at my call center and you know what VOC stands for voice of customer which is a survey by the customer… I get awards for my work I take pride in what i do so before u start calling people stupid and idiot maybe u should look at the man in the mirror like michael jackson…HAHAHA

    • Justin Jett

      I used to be a rep for T-Mobile and we also had to buy our phones outright with no discount.  The catch to that was my phone bill was $25/ month.  Now that I have a job in my degree area, my bill is now $114/mo for the same exact service.  I also got to carry over my service as I was not allowed upgrades for the time I was a rep.  For that reason, I really don’t feel bad that you have to pay $400+ for a phone.  You’re being subsidized on your phone plan.  Outside of that complaint, I’ve never really had an issue with customer service.

    • DopeDesign

      Absolutely agree!  T-mobile used to be the company that would do whatever it takes to make a customer happy even if it dipped into the profits.  Customers caught on and asked for everything when it wasnt deserved and continued to keep doing it.  T-Mo has now caught on to the fact it was gaining any customer like this and wasnt successful as company so they changed that mindset.  T-mo is now in limbo between doing it the old way and the new way.  Some customers are going to have to get over the fact that they will not get whatever the want just because.  I dont feel bad for a customer that has been with us for 3 years and gets a full discount every 6 months because they complain enough when I tell them “no”.  Problem is customers will not change but tmo has to find that middle ground.

    • GP

      I am tech support. Been doing it for 12 years.  And yes, there are sometimes irate people.  But I try to help them as best I can anyway. I’ve taken angry callers and made them happy by the end of the call.  Not always, but that’s what I try to do.  As for blaming the customer, I have this to say: Your automated computer system that answers the call sets us up to be angry.  It doesn’t understand what we say and if it can’t three times, it HANGS UP.  It actually hangs up on us!  That’s ridiculous and eggregious!  So then I have to call back, lie to the thing, and now I’m really angry.  Recently I called because a voicemail just wouldn’t delete.  Simple problem I hoped could be fixed simply. I was driving at the time.  The computer system told me to look at the My Account on my phone.  I had to do that while I was driving to click the Call Customer Care, then it didn’t understand what I needed and hung up on me.  Then I called back irate and lied. I got a human.  She fixed the problem and I had her record (I thought) my complaint about the computerized phone system.  More recently I had a run in with the computerized phone system and was told they couldn’t record a complaint.  There was no where to send it. 

      No way to put in a complaint?!  How do you know your customers are not happy if you don’t record and look at the complaints?  Why would you change the phone system to be more frustrating?  Why on Earth would you (and I mean T-Mobile when I say “you”) make it so it would HANG UP on a customer?  And then not expect angry customers when they finally reach a human being who won’t even let them them issue a complaint?

  • Taron19119

    Y do I have to call the bbb just to get a replacement phone

  • Lee

    I used to work for T-mobile, if they want better customer services? It’s very easy, make a new rate plan that can be easily understand, dumb the value plans, Phones for advance users and dumb users, don’t force rep to up sell shiet that customer don’t need instead have rep help right fit customer based on customer budget, loyal discount program, 5% discount after 2 years, 10% discount after 4 years, 15% discount after 6 years, 20% discount after 8 years.  No more activation per month goal for rep, change it to how many customers serve per month.  No more one time commission for rep, change it to residual commission generate per month as long customer keep their services.  

    • Frank

      It would be great if they could give discounts like that and not charge any fees for anything but they probably wouldn’t make any money. The profit margins they work on are just so slim…

  • Amar

    i never had any issues with TMO ever. Been loyal for last 8 years and hope to stick around with them unless someone else is ready to offer 4G @ under 10 bucks a month.

  • Ras

    tmobile should not be just in bad situation in the reports, it should be the worst of all! incompetent, unhelpful, stupid phone reps and stupid , dumb store reps. so many junk fake deals!
    30 days only and counting, can’t wait to get this s**t mobile out of my thoughts after that

    • JBLmobileG1

      Good luck with any other carrier. Tmobiles prices alone are like a deal everyday when compared to the competition. As for making it seem like their entire staff is crap… sure they might have some bad apples…. but I guarantee from personal experience they still are some of the friendliest and try to help when they really can. Maybe you are upset because they aren’t giving the farm away like they have seem to do in the past. And I can tell just by your post that your probably not the friendliest customer to call in either. If you don’t show some respect I don’t blame them if they don’t show you any. So see ya!

  • Guest

    I’ve been with TMobile for over ten years, and the customer service is significantly lacking compared to what it used to be. The initial animated answering system is not service friendly, and then it takes a ridiculous amount of time to reach an actual person, and once you reach an actual person, they’re not always able to help you, although they are very nice. I chalk it up to the company being in financial trouble, cutting their customer service employees by loads, and outsourcing them. I wish they’d realize that they can offer all kinds of crazy deals, but that doesn’t make up for subpar customer service. 

  • Rob

    Their customer service is horrible. I had a supervisor named Dwayne who was offputting. Which thank God motivated me to actually cancel my service with them and move on to better pastures.

    • Tbyrne

      Better pastures? And where might that be robbie?

  • Anonymous

    Now that they don’t have to worry about AT&T screwing them over they can return to the great T-Mo that they were.

    • Frank

      Unforrunately from my experience, customer service started to go downhill before the AT&T fiasco. Hopefully they’re on track to bring it back to the level it was at 5 years ago, but I am not holding my breath.

    • Anonymous

      They likely will get out of their funk, but  like someone else pointed out, this declining probably started prior to the merger.

      Worst case, it’ll continue to decline until something happens to finally make it better.

  • Kingbomani


    • SanFrancisco

      T-mobile does have a few great phones. My question is how do T-mobile reps decide which phones to steer customers to? Last two reps I spoke with recommended phones with poor reviews.

      I think T-mobile reps (online and offline) needs to look at how customers rate phones on T-mobile.com and recommend the 3-5 phones with the highest review/recommendation rates. Is that so hard to do?

  • Guest333

    perception is everything. If you have a great experience with an in store rep, or a Care rep, you’ll always go into things with TMO with a positive attitude that you will be taken care of, and usually it ends up the case. But the people who go into things pissed off and irate, will NEVER get taken care of to their liking, because NOTHING will make them happy. I’m an in store rep, and I never thought that I would get yelled at by a customer and told that we have “the worst customer service ever” because he called my store and I wouldnt give him information about his account or make changes over the phone. I don’t know that you are who you say you are. 

    • onceATMOFan

      You have policies in place to identify callers and to then help them with their issues.  You make the case of poor customer service because, apparently, you’re not even aware of the policy. The client should have their needs met regardless if they call customer care or the retail store. That is a sign of great customer service.

      • Primus42

        In a retail store the only way an account can be accessed is by visually seeing a valid government issued id…we have no access in store to anything other than a name on the account and an account number…anyone who found possession if your bill has access to that info…sooooo no we have no means other than id to identify an account

      • Coolness

        Store dont take calls over the phone.  You call customer service.  Customer are not always right especially when for years customers have ripped off T-Mo or call in wanting something for nothing because “I am a loyal customer”  We have great customers and we have bad ones.  Mostly bad ones as of late.

    • RockoT

      Nothing? So when you rip someone off for $400, you don’t think returning the $400 would make that person happy.

      No need to give back the money that was taken via fraud, because nothing will make them happy anyway?

      LOL – no buddy, there are specific things that make people happy – in order to find out what those things are, you’ll have to learn to listen.

      You think you need to come here and post and help educate your customers, but its you, who need a lesson.

      When someone is lied to – and the fraud is used to take their money from them – t-mobile has created an irate customer.

      And yes – when money is taken from a person by deceit, you have a moral obligation to return the money.

      In my case I spent $400, but that money down on phones that I had for only a few hours.   They were shipped back the same day – the moment I found out that the fraud had occurred the phones were returned.

      Look, unfortunately big business sometimes engages in putting together systems, that they hope will be profitable, but actually cross the line into wrong doing.

      You have to expect that when you work for a company like that – that you will deal with your fair share of irate customers.

      Your example – the customer likely just didn’t want to travel into the shark’s den – and the policy is there in order to force him into doing something he didn’t want to do.

      Of course, he was irate.  Tmobile’s policies are all about sales – and nothing about customer service.

    • Another T-Mobile employee making assumptions, blaming the customer, and who believes that the customer is the enemy, or at the minimum, should consider himself lucky to get questions asked and the minimal in customer service.

      Sidenote: Why is it that T-Mobile employees never ID themselves when they post in here, acting rude, arrogant and accusatory.

      I say you should at least ID what store you work at.

      And FYI I have never acted pissed and irate (your words) at CSRs, despite my having to spend hours on the phone correcting T-Mobile mistakes, slamming, overcharges, and breaking promises.

  • RockoT

    It’s interesting to me, as a person undergoing consistent horrible customer service with t-mobile, is that they keep issuing statements to the effect that they are working on their customer service problem.

    But – do you think any of that means, that my specific issue will be resolved.  No.

    No, and I’ll tell you why, that would take real action, not mere words.

    Words are free.  Salespeople know that.  T-mobile effectively doesn’t have a customer service department, they have a sales department in its place.  And issuing words and statements is right up their alley.

    Look, one of their team tried to rip me off, as I’ve told the story before – they claimed I could keep my grandfathered plans, and after my new phones arrived – the story took a 180 degree turn.  Now, suddenly I’m the dumbest person on the planet for thinking I could keep my grandfathered plans.

    Turns out the same rep that said I could keep my plans – is the one who changed them – slammed them through without my permission.  Outright lied.

    Now t-mobile – are they going to fix the problem?   Well, in a word: no.

    They demanded I return the phones, if I wanted my old plans back.  I returned the phones, meanwhile, they kept my service off for several days.

    Then finally I get my service back, but am I on the old plans?  No.

    They say they have a month to work that out.  Well they can say whatever they want, they give themselves a month, a year, 10 years – it doesn’t make any of it reasonable.

    It’s been almost 3 weeks now, and they refuse to acknowledged that they even received a return.
    They want tracking numbers to prove I shipped the phones back within the return period.

    Now I do have a tracking # – shipped both phones back in one package, just as I received them, in 1 package.

    And I can prove I shipped the phones back, but its interesting nevertheless that by default tmobile does not acknowledge they receive anything, and forces you to prove it.

    I’ll prove it, when the time comes to take this to arbitration, but in the meanwhile – I’m waiting to see if these clowns ever admit they got the phones – which they got – close to 3 weeks ago.

    My guess: no.  I’m assuming they’ll never admit it.  Why?  Because this is par for the course with them.  They simply cannot be trusted and only reluctantly do what you force them to do.  If you aren’t in a position to force them – don’t expect them to act.

    Is that good customer service?  LOL – I’d say its not good customer service, not in the least bit.

    When they try to improve customer service with a change in behavior, rather than with press releases – that’ll be the day.

  • RockoT

    Btw, since getting treated to t-mobiles customer service for the first time – and realize how amazingly bad it is – I’ve had the occasion to have a few conversations with coworkers and their thoughts on service with tmobile.

    One of my coworkers said, that he looks at the 2 year contract as being the most fragile thing in the world – any call, any problem, any need – and suddenly you are on a new 2 year contract – so he never calls customer service about anything, as a rule, won’t call them.  He just suffers with whatever problem, finds a way to fix it himself, or waits for it to go away.

    The other coworker said that he doesn’t ask the tmobile reps anything because all they do is lie.
    He looks at the most expensive plans and assumes that’s what he’ll be signed up for.  He doesn’t walk in the store unless he wants the phone enough to get the most expensive plan.

    You know its a sales game – but its one that tmobile has actually made too easy on themselves.  Instead of actually selling people – they just slam through changes on people who don’t want the changes and wouldn’t agree to it.  It’s just too easy, they’ve gone from being good sales people to just being fraudulent.

    So – you can use words to argue against these people – except they aren’t here anyway, its just me relaying the thoughts.

    I’ve read thought these threads, and I read those posts, from those who want to construct argument – want to build an argument against anything someone says.

    Look, argue all you want – but this is about reputation – part of your reputation is that you do argue.  Some companies have a  good reputation, and some a terrible one.

    Tmobile has a horrible reputation.  A well deserved, really poor reputation.  And the sharks are going to argue – that’s what sharks do, but in the end, building a customer service department chock full of hyper aggressive salespeople – don’t expect to have good customer service – it’s just not what they are good at doing.

    • Mahpham

      This is what I see too. Who knows what additional services they might sign you up. It takes few times arguing to remove. And getting transferred so many times is frustrating. I’m just waiting for my 2 years to finish.

    • There’s a lot of spot on comments in this thread, but on the customer service issues yours is one of the best comments I have ever seen on TMoNews (and the Net).

      In the past, some TMoNews comments and complaints have alluded to parts of what you say, but your post succinctly sums up with sniper precision what matters most in industries that serve the public. In business, A COMPANY’S REPUTATION IS WHAT MATTERS.

      Yes, phoniness and dishonesty might close sales (especially since it is easy to gyp people with fine print, false promises, denials that things were said, agreements made, and having no problem simply wearing customers out to where they get fed up, go away and keep paying the bill). But just like Sprint found out, eventually a company’s rep will catch up to it, and as has happened to T-Mobile.

      Oh, and I totally agree that TMOUS’ poor reputation is well deserved. Even as a long term customer who had paid them anywhere from $25,000 to $30,000 over the years, T-Mobile has given me the runaround, reneged on promises made, overcharged me a number of times, and acted with repeated incompetence.

  • anon42

    Why do some people blame the company’s downward spiral on the almost AT&T aquisition? As someone who worked with T-Mobile from 2004 to recent, it’s been on a downward spiral before the proposed buy out. This is all on T-Mobile, not AT&T or any other company. The values of the company are no longer a staple of the company.

    • richc

      the lack of values, and “sell first” mentality is why I quit t-mobile.  The company has no values other then the sales.  

  • SanFrancisco

    On T-mobile.com, customers can rate phones. Why doesn’t T-mobile start recommending phones that have the best reviews (phones with ratings over 90%)? This will lead to happier customers, lower returns, and fewer calls to support. T-mobile has phones with great user reviews at every price level.

    The last two times I used the chat, the person recommonded phones with horrible recommedation rates (50%-70%). Talk about a recipe for disaster.

  • Sunnymoe

    So, you want to be #1? Study well the definition of CUSTOMER, SATIFIED, SERVICE. It’s not a missin impossible. Case in point: on Feb 11, 2012, i went to your Boynton Beach, FL store. I was 3rd (!)) in pre-line, at 8:20AM before they opened the store @9am. Guess what it was about 11 AM when I fannaly got my new phone. “My” sales rep was servicing two couples trying to figure out what phones they want and what plans are available at different rate and what can they afford, only to be interrupted by a lady that came to the same rep “Just to pay her bill”. Being a great guy, he accomodated her too. …and I am next in line. I just wanted the phone, pay and leave. and surprisee! I came home and couldn’t use it becauseMy data plan (Almost 8 years w/T-Mo) was not included/ defined right or something. had to come to the store again! after waiting more than an hour since, believe ut or not my Rep could not do it from his terminal at the store, tried to reach Tech Support or Tech Care or whatever he was trying to reach and waqs put on que waiting to talk to somebody who can make it work. On top of this there are no CHAIR in your store. You expect people (of all ages- I am in my mid 70s) to stand there for hours???! how is the genius responsible for this. He should  wait standing up for 3 hours in your store that does not even have a Wi-Fi in-store service (!!!) and then I would walk him/her right out the door forever, and let him to try to sell his genius “efficiency/ expediting cutomers out of the store” to some other carrier who want to chase customer out!!!
    A word of FREE advice if you really want to improve sales/customer service.
    1. Get a Greater at the door to direct you to the right person
    2. Have a person(s) to show 7 explaine your phones features, and answer questions.
    3. Have another person(s) to go over your convoluted plans and veryfy that they understand it. Don’t oversell! You “screw” somebody once (Fot 2 years!) and all his circle of family and friends and their familied and friends will remember you for life.
    4. The Sales reps at the sales stations should do only this SELL. give the person the phoes that the other specialist match him to, sign him to the plan he needs get the money, Give the receit, and send him to the final station the VERIFICATION station were they’ll check that every thing is working and functioning to your and your customer satisfacion. …and have the last person sing off on the deal and be responsible fot it.
    5. A store like T-Mo should have at least one or two qualified hi level technicians with the proper test equipment to trouble shoot and repair/correct froblems found. they might become a cost center too by selling the like of new batteries (ONLY if needed, and alike)    

    An Aside: As I sepnt my day trying to get a new phone @AM, AND make it work @PM, I withness an advanced middle-age couple who bought two phones in the store but T-Mo mailed it to them. One unit seemed to be defective or not funcnioning right. The woman was told to call customer care. After almost two hrs with that illustrious entity, they were told her to have the STORE take care of it, and especially she IS calling from the store were they puchased the phones. The “Floor expediter” for lack of any other way to describe his function, was telling her to ship the phones back to t-Mo and they will take care of them. They came to the store to begin with because they were told to do so. The truth is I envied her – she brouht her oen chair! yes, a wheel chair! After additional give and take, this MC was tried to help other happy customers with their To_mo problems (MultyTasking is passe and it provides the most INEFFICIENT service. and yes you started me going on your customer service awareness someting manifesto…

      FYI, this is just a random observation from a random by-Stander (Literally: No Chairs) customer who want you to be successful!   

    By the way my sales rep  Mr. W…DS, was a wonerful guy, knowledgable, courteous, freindly with lots of patience. and should be commended.
    @PM:disqus I have some other recommendations but strictly off-line

    • Hey, I got into that store a lot!

  • richc

    I used to work for t-mobile.  As an employee I really wanted to help customers cause thats what we were trained to do.  And we did great at it.  After about a year on the job things started to change. The company began to focus less on “world class customer service” to mrc.  Then the focus was “sales & service.” this all happened shortly after sue nokes, and bob dotson left the company.  I saw the writing on the wall.  Sales and service are like oil and water.  They don’t mix.  it soon turned into “do what you need to to get your numbers up.”  Then it was, well, if its a troubleshooting call, you HAVE to offer them something before you hand them off.  there was an increase on pissed off custoemrs cause they got charged for something they didn’t want.  supervisors told us to “assume the sale.” 

    it degraded into a typical winner take all screw everyone else sales mentality.  So I quit.  I was not going to sacrifice service for sales.  And I let my supervisors know that.  I was constantly harassed by my supervisor and her senior.  Daily threats of being fired, and a few times where I had to leave early for doctors appt’s where she didn’t let me leave unless I quit.  

    My biggest regret is ever working for that company.  It was an aweful experience with horrible leadership in a terrible work environment.  Customer service is difficult, the company shouldn’t make it harder.  

    The company is in a death spiral and it will not recover.  I can’t say that I feel sorry for them cause they brought it on themselves.  Horrible management decisions, terrible leaders, and no focused vision killed this company.  Someone will buy them out.  It will happen, DT does not want any part of the company, and Phillip Humm was brought in to facilitate the sale of the company.  he will get that done.  

    Thats just my 2 cents.  I won’t even begin to discuss the horrible HTC phone that I have! But you do have a choice, you can always take your business elsewhere.  

    • Allan Locantore

      You can take you business elsewhere if you are willing to pay 200 per line to get out. The company has been left behind. We are stuck with service the is mediocre at best and the service just plan sucks anymore. The equipment available to use doesn’t compare to whats out there. Lets be really here, the IPhone has been out for 5 year and if you want on t-mobile you are stuck on 2g. Im an android guy but that still sucks. They are so stuck on this 3G HPSA+ that they pass off as 4g while the rest of the would is moving to 4G LTE (Long Term Evolution).
      They even went so far as to have samsung put a different chip in there version of the Galaxy S2. I love this company at one time but have grown to HATE it.

    • DopeDesign

      Get back to work and get off the internet lol .  Seriously tho, you were taught to right fit the customer in order to upsell.  Means check the account and see if the customer can benefit from the upsell.  You were never told just sell them something.  Your are the problem or your leadership was the problem here not T-Mobile.

  • What a difference six years make, this from May 2006:

    “[TMOUS] has effectively improved its business by turning away business. A new “no secrets” philosophy that has salespeople telling customers when its network won’t provide the best wireless service is likely a primary reason why [T-Mobile] made the biggest customer satisfaction improvements of any wireless carrier in the usually frustrating world of mobile phone service.

    T-Mobile’s new proclivity to decline a customer who might not get the company’s best service has effectively ensured that it keeps the customers it does have. Customers then enjoy a pleasant experience and good relationship, company officials said.

    The American Customer Satisfaction Index, or ACSI, shows today that although wireless remains lowly regarded within the information sector, the industry made a slight improvement last year and
    appears to be trending upward. T-Mobile’s customer satisfaction increased the most — 5 points — on the ACSI, which puts the company on par with Verizon Wireless, the longtime champion of wireless customer service.

    ‘We’re not trying to be the biggest. We’re trying to be the best,’ said John Birrer vice president of customer service operations for T-Mobile, which is the third-largest wireless carrier in the United States.

    Survey after survey has shown that as a highly personal consumer service, the wireless industry for years has been less than satisfying to the average consumer.

    Within an industry that has been busy the past two years picking up the pieces of unpopular mergers and rapid technology growth, today’s wireless carriers are now highly focused on
    taking better care of their customers.

    The ACSI index and at least one other measurement of consumer satisfaction are showing that
    wireless carriers are starting to make good on the promises of better customer satisfaction.”

    Again, the above was from an article from six years ago.

  • Guest
  • Arnesto

    Rite Aid had a Sales program every month. Management would think up these catchy sayings . Thety never worked.You have to have proper staffing -NOT gimmicks.

  • TMo Sucks (F@#$ them)

    everyone knows T mobile sucks in its customer service, technical service, their phones are crappy old non upgradable ones, and they want to swindle thier customers by charing them for service which the customer didnt even ask in the 1st place. I was a TMo customer for 8 years, now I have decied to leave them 3 more months, just putting up with this crap till my contract expires. 

    One word of advise for all of you who are frustrated with TMo, ‘FCC”. Go to FCC web site and file a complaint, for a change this works and I am sure Tmo corporate Customer care will give you a call and try to resolve your issue or refund all excess chargers. I have done it and it has worked very well.

  • TollFreeCaller

    I’m not waiting on the contract. I’m done with T-Mobile. They lie about delivered services. Bye.

  • Jim

     I Love T-Mobile service!!! Hand’s down the best. Haven’t had a chance to use any other mobile providers customer service so I can’t compare, I can just say I’m Happy where I am.

  • Not surprising..  T-mobile’s customer service is horrible now.  I have had Tmobile for well over a decade, and am counting the days until my contract is up and I can go somewhere else.  

  • T-Mobile Hater

    I am disgusted by T-Mobile’s service.  Their customer service is should be retitled Customer Disservice.  Their staff are unempowered scripted parrots.  I was billed for services that I disabled based on specific directions from T-Mobile.  I was billed either way, and am now liable for the charges.  Total bullshit.  I will take my business elsewhere even if I have to pay an early termination fee.  I am also going to make it my mission to dissuade people on every opportunity to do business with T-Mobile.  In one interaction I have gone from a satisfied loyal customer to a fierce hater of T-Mobile.  I will never do business with them again.