T-Mobile Announces The Closing Of Seven Call Centers Around The Country

There are stories I hate writing and there are stories I REALLY hate writing, this goes beyond either of those as T-Mobile (internally I might add, though it’s bound to become public anyway as employees find out) announces they are closing down 7 of their 24 call centers. In a move that is likely to shore up finances the company will need to boost operations, close to 3300 employees will be out of work. However, T-Mobile is offering relocation help as the 17 remaining call centers will attempt to fill close to 1400 positions, leaving 1900 net employees out of work.

On a personal note I’m terribly sorry to hear this news and it’s heartbreaking to know that so many good people are now looking at an uncertain future. Our heart goes out to them.

Dear colleagues,

I have difficult news to share today: we are consolidating our call center operations and closing seven of our 24 facilities. This decision was not easily reached, but it is a necessary measure. The reality is our cost structure must be better optimized to match our customer base and call volumes.

The affected Customer Service facilities are Allentown, Pennsylvania; Fort Lauderdale, Florida; Frisco, Texas; Brownsville, Texas; Lenexa, Kansas; Thornton, Colorado; and Redmond, Oregon.  The consolidations will result in 1,900 net job reductions. Approximately 3,300 employees at the seven impacted facilities will be affected, and we will begin hiring immediately at the remaining 17 call centers to fill as many as 1,400 positions.

Impacted call centers will remain open for three months following this announcement.  Affected customer service representatives will have the option to transfer to any of the remaining 17 call centers.  Employees who choose not to transfer and are employed on the date the center closes, will be offered transition packages with severance pay and outplacement support. T-Mobile is partnering with an outplacement firm to provide on-site career centers at all seven facilities. Every employee will have access to a personal career coach and be offered job search training and tools. In addition, T-Mobile will pay for two months of continued health care coverage under COBRA (which is available for up to 18 months for eligible employees who elect this option).

Looking ahead, we will also be restructuring other parts of the company. It is important to note this will not include our customer service representatives in the remaining 17 call centers, technicians in engineering or front line employees in our T-Mobile corporate-owned stores. In other parts of the organization, the majority of changes will be announced by the end of May 2012. Senior leaders are intently focused on making the best possible choices standing on the foundation of our shared T-Mobile Values. The outcome will be an organization that is structured efficiently and closer to the customer. Leaders will share more information as plans evolve.

These are not easy steps to take – or, I know, to read. We must address our business realities so we can focus on getting T-Mobile back to growth.

Our commitment, as we go through this process, is to provide clear perspective and understandable rationale, be forthright in our communications regarding our decisions, and be respectful and compassionate in our treatment of affected individuals.

Thank you for your ongoing commitment and support.

With sincere appreciation,

Philipp Humm

CEO & President

Tags: , , , , , ,

  • http://twitter.com/UnPerroDeSuerte Lester Walters


  • Moco

    Funny no out sourced centers on that list, more Americansor of work.

    • http://www.facebook.com/MarcKlein11218 Ezzy Klein

      Because it’s cheaper overseas to pay them 10 cents an hr.. But they noi speaka de english which always screws up your account.

      • Thorfc

        I work at one of the centers and I did everything I could to make sure our customers were connected to the people who matter most. Today I lost my job of 9 years. It sad to see the company like this.

        • Tsdhack

          I feel for ya……it just makes sense to them to pay temps in a refurbed grocery store minimum wage and screw them on benefits. they only care about the stock holders and the return they can get to them. I guess getting $4b isn’t good enough for doing nothing. Deutsch Telekom wants to get rid of the US arm and this is the start

        • timmonss

          Sorry to hear about your job, really crappy.  

  • Legione13

    It’s a crappy move, but that is one well-written letter.

  • Sidekicker89

    Verizon just shut down 3 help centers as well.

    • noseyemployee

      any idea which ones?

  • itsmekristy

    So glad my center was not included. 

  • watbetchh

    Reading that, I actually don’t hate him. Especially after seeing some bitter customer service reps posting here about how crappy T-Mobile is and how they’re sinking fast, this move seems to be one to bring us back to sea level.. no?

    • Tsdhack

      his job is to make crap smell like less than crap…….dont rest easy….they will be coming for the rest of you soon

  • http://twitter.com/EliBohnert Eli Bohnert

    You can read more and more of the stuff online that you can ask those people. More people are just using the internet for info then to call in..

  • Ckent581

    my center is one of them and a LOT of REALLY GREAT people effected. My advice to you that still work for Tmobile.. Don’t take advantage of it. They are a great company to work for and I will miss it immensely. GO REDMOND!!

    • Ineedajob

      My center too, what a day. I’m so sorry to all my magenta peeps that are in my position.

    • Ggdron00

      Im in the same boat as you guys..this really sucks..hope the best for evrryone…GO Bville!!

  • Dudjdjjd

    Humm does write really well….must’ve passed business writing with flying colors. He’ll write a letter about some awful tragedy happening somewhere, but Gosh darn it if its not beautifully written.

    I actually kinda respect his tactful writing style even if he has sorta brought the company to its knees…

    • slard

      Humm did not write that. Every large company has a communications department that parses every word in those letters. 

  • Hank

    These are all jobs AT&T promised to keep, BTW.

    • JQuest

      Yea, but for how long? It’s just happening sooner than later…

    • 30014

      Well Hank if you have that much faith in AT&T I feel sorry for you. I feel bad for everyone that is losing their job.UI

    • Realcool2000

      If u believe that then I have some air to sell you.

  • http://www.facebook.com/mark.schroeder1 Mark Schroeder

    Crap, I just used there call center this morning. Everybody was extremely nice. This sucks

  • http://www.facebook.com/people/CeeGee-Borela/100000183782060 CeeGee Borela

    the answer is simple: OUTSOURCING 

    way cheaper to have call centers from out of the country

    • Spooln3

      The answer is: Your ignorant. All you people that prayed and hoped that the merger fell through cause you were some how under the impression that this wouldnt happen, got what you wanted, no merger, and this was the sad reality that TMo employees have to face now because of that. Don’t cut your nose off to spite your face… And for your info, TMo has NEVER outsourced their Care calls, ever!

      • Tmoguy380

        T-mobile has call centers in the Philippines and Argentina.. I’ve trained reps in both countries. So yes they do outsource their calls, and calls are also outsourced in the US as well, private companies will take calls for T-Mobile as well, just like Sprint, ATT and Verizon do.

        • Spooln3

          I never said they didnt, I am very well aware of our service partners, however TMo has never, I say NEVER sent a customer care call to any of the service partner sites. And in case you didnt know, just because TMo outsources some queues, doesnt mean they are off shore, we have several who are located in the US, Canada, and Mexico…

        • Emily C

          Again, Spooln3, you are absolutely wrong.  While I was training in one country, they pulled us out of the queue I was training for (technical), and put us in CUSTOMER CARE to service some of the calls.  Not prepaid, not flexplay, but plain old full fledged, full paying customers. 

        • TheWayOfThings

          Right.. and T-Mobile never closes down their CC call centers either. Yes, T-mobile does outsource customer care calls overseas and all of your howling won’t change that fact.

          You sound like damage-control…

        • Tsdhack

          sounds like a manager type

        • Ryden

          Actually, yes, a lot of Gen Care calls are routed to the Phillipines. A lot. More and more are being skilled into Gen Care day over day. Some who were prepaid are now becoming Gen Care. Same with a part of Activations. You’re probably trolling, but, the more you know.

        • Guest

          Spooln3, I am not sure what your position is with the company or if you work with the organization, but T-Mobile does have a customer care (Standard General Care) department in the Philippines.

        • TmoCSR

          “TMo has never, I say NEVER sent a customer care call to any of the service partner sites”

          thats interesting, because i work for a place called TeleTech in ohio that does exactly that.  we are a gencare(cc) site.

        • Deadeye37

           I was wondering where some of those accents were coming from.  I’m glad that one of the call centers is in the Philippines.  At least English is one of the official languages there (Tagalog being the other official language).  Having lived in the Philippines for a couple of years, I know if there is a group of people that deserve to have a little help, it’s the Filipino’s (even though they can be dense sometimes about some things).

          However, having to “consolidate” operations and close some centers sucks.  I’ve been the victim of that twice.  I just hope that T-mobile kicks it into gear and starts expanding operations again.

      • Pira

        I also think this is a terribly unfortunate piece of news. However, you should know how to properly spell “you’re” before calling another person ignorant.

        • Spooln3

          Grammar police. I know how to spell you’re, I just choose not to. Good assumption on your part tho (you see wut I did thar?)

        • guest

          You’re an idiot and your spelling sucks.

      • Guest

        Spooln3 – yes they have.  I personally helped train centers in two of the countries.

      • http://pulse.yahoo.com/_AWWIKW6MNPUHOC4OVSHWUDWAHM Fabio

        The AT&T proposed merger was going to eliminate WAY more jobs than this and at the SAME time it was going to eliminate a competitor from the wireless market! So yes, these news are unfortunate but more fortunate than the merger would have been.

        Also I suspect AT&T as well as Verizon wanted T-Mobile out of the picture because the twin bells are going to use their AWS spectrum for 4G LTE, which would make their phones compatible with T-Mobile USA.

        Now they have no choice but to compete, and compete on even grounds. Sprint will be the oddball of the 4 now, instead of T-Mobile USA.

      • Screwed employee

        T-Mobile has never outsourced calls?! Are you serious?! T-Mobile had been outsourcing fur a long time, but mainly flexpay until recent months. Note they outsource everything. Read my previous post as it is NOT BS. If you are a lucky one to get a usa rep then call in 3 months and you will see the difference as I and many others will be gone.

    • Guest

      T-Mobile has been using outsourcing for years.  I helped train a center in Argentina.  They also have existing centers in the Philippines, South Africa, and Mexico.  This is more of a internal restructuring than sending more jobs overseas.  Before this happened, they focused on shutting down some of the overseas sites to avoid US job loss. 

      • Screwed employee

        As an employee at an effected call center, I can tell you that I have seen the ACTUAL numbers. One day a week ago t-mobile had approx 1300 reps in customer care available to take calls. Less than 400 of those were in the united states. Don’t tell me T-Mobile isn’t outsourcing like crazy. Not a bad business move, but as a customer I would be scared to call in. T-Mobile is a fledgling company holding on for dear life.

  • jon

    Wife was on the conference call at 3pm est to hear this. Might be much easier to swallow if the Phillipines was part of this. Luckily we arent affected, but for those that are; it cant be easy to know some under-paid Phillipino who does nothing but frustrate customers gets to keep their job, while good American workers lose their jobs…tmob customers will not appreciate this and tmob wont be painted in a very favorable light here. Everyone remembers AT&T promising to bring back US jobs..everyone knows that was bs. Big business is about finding the cheapest labor force possible to boost profits…customer service is a distant and fading second priority. So sad…

    • Spooln3

      another ignorant and uninformed post.

      • jon


    • Yvrcouve

      Engish is the primary language spoken in the Philippines. Shouldn’t be a problem.

      • jon

        Really? Lol. You’re totally missing the point. TMOUSA should hire American workers. It was a fact that financial care in Phillipines failed. Why? What customer feels comfortable giving credit card numbers, bank account info to some non-american worker that is half a world away…Customer care fails becuase they simply cannot efficiently answer customers questions and often screw up rate plans or mis quote policies. Since my wife is a manager she handles escos all day long. Many of them are coming from horrific phillipines call experiences..

        • Poopypants

          sounds like amybe you should shut up and quit speaking to stuff you don’t know that you hear from your wife.

        • Rey B.

           I’m a Filipino and a Tmo customer. Sad to say, it’s true. A simple question I had took me minutes on hold, and I found the answer in the Tmo website while waiting, faster than he could get back to me. I hung up…

          But not everyone though. There are *few* excellent CS reps. They just need to be trained.

          But for the job losses, that’s the way global economy works. Just look at Apple.

        • Jaime Laigo

          again, TMOUSA is a German company, the US is the outsourcing.

        • TheWayOfThings

           That’s not exactly accurate. TMOUSA is a US division of a German owned company. If TMOUSA call centers were taking calls for DT’s german/european customers, that would be out-sourcing to the US.. BUT that’s not the case.

      • DrScope

        They speak Pilipinas. In Germany and France, Spain and Italy, Romania, China, Japan, Korea, Thailand, Israel, none of these countries outsource their call centers so why should Americans lose Jobs because some other country has English speakers? That’s what happens when a country stops doing what’s in he nations best interest. America needs to focus on it’s national interests before any other country.

      • Jaime Laigo

        This is a German company, the US is the outsourcing…..

    • Realcool2000

      Why u got to bring Philippinos ito this…..?

      The post u wrote is ignorant. It absolutely sucks that so many people losing their jobs, but you shouldnt talk badly about Philippines or its people.

      • jon

        Lol…funny how when someone wants to stick up for american workers, suddenly people.want to twist that into that person being a biggot. I am not a biggot. American workers can simply service an american customer base better and it isnt fair to cut american jobs while not touching outsourced workers…stop trying to paint me or others as biggots. Its sick and factually false.

        • Magenta Man

          Jon, I couldn’t agree with you more. I have sat on the front lines at T-Mobile for years and dealt with “those” call centers in other countries. Its nothing short of a totally bad experience for the customer. 

        • Realcool2000

          Hey Jon, u made yousrself look bad all on your own. Its not our fault that we can read what you wrote.

          You can stand up for anyone you want without putting others down and then u wont look bad.

        • jon

          nah bro..that tactic is used to shout down others. You dont work for tmob and therefore have no idea how bad the phillipines centers are for customer experience or how much extra work they cause their usa counterparts. But you and others dont want to have a REAL discussion, so you shout Biggot! to get stiffle discussion. I dont look bad..I simply speak the truth. Will this move make for better profits? Yes. But is it the right thing for American workers and more importantly is it “Living T-Mobile’s own values?” Hell no!

        • Realcool2000

          1. Did you or did you not say something belittling of the Philippines. Don’t make me quote you.

          2. We are having real conversation.

          3. Just owe up knowing that waht you said was putting a certain Ethnic group down.

          4. I never called you any names so better check what I wrote again.

          5. You wrote ” it can’t be easy to know that some under paid Filipino who does nothing but frustrate customers gets to keep their job….” among other remarks about Philippines.

          YOU brought the Phiilppines into the conversation, YOU said negative things about Filipinos not caring, YOU said that I called you a name when I didn’t, some other people did tho.

          Hope that was REAL enough for you ( cause that quote from your post was sure real ).

          Before you accused me of not wanting to have “real” conversation, did you see that my post name is Realcool2000?

          I’m not even Filipino ( I got Filipino friends tho ). In fact I have friends from many ehnic backgrounds. How bout you Jon?

          That’s all I have to say about it. I won’t respond any more.

          I agree with you that when ATT said it would keep jobs that was bs.

        • jon

          Thats where you are wrong. I never said anything bad about filipinos. Period. I said that they are an under-paid (or insert the word cheap if you’d like), who frustrate customers. That is a fact. My wife deals with fixing their mistakes all day long, so I kinda know what i’m talking about. The phillipines call centers are notoriously bad at mis-quoting policies, rate plans or shuffling customers because there is something lost in translation even though they know english. Those call centers are unproductive and cause double-work for their usa counterparts. The only reason they remain open and untouched by the closings is because the workforce is cheap incomparison to usa workers. That is fact and has nothing to do with anyones feelings on the fillipino people or culture. Pull your head out of your ass and grow up.

        • Jaime Laigo

          We are outsourced, this is a German company.

      • Theman

        Philippinos are trash. I clean up their mistakes every single day.

        • James

          No need to be racist, and here’s a Filipino correcting your mistake.. It’s Filipino not Philippino..

        • Wilma Flintstone

           All I need to say is that Filipino’s are usually pretty hot.  End of discussion

        • Kevinsprnt

          James – F’ing brilliant response to TheMan! I’m rolling at his racist idiocy and your perfect response.

        • Theman

          Not being racist, just know the work of Filipino reps at outsourced tmo sites. From reten experience, which is another layer of hell.

    • JustAnotherPerson-K

      Our JDP started going way down hill after the outsource call centers opened, what I can see happening…. ALL General Care Reps will be outsourced VERY soon, leaving maybe 7 call centers total in USA handling only F/C and Retention… hence the reason why the Salem call center is now ALL retention… I currently work in one of centers that will be closing and while its very sad and I am very concerned with how I will continue to take care of my family, I can say it was a smart financial business decision, however Tmobile can never think that they will win JDP back with the outsourcers… its just not going to happen. Too slow and not very understanding with what our customers need.

  • Rfgenerator

    I read elsewhere that it is the retention department folks that are taking the biggest hit.  If you are one of the customers that has a grandfathered plan, or special deal, I suspect you can set the timer now on how long till those go bye bye.  Really going to have to think long and hard whether I”m going to stay with this company.  My sympathies to those employees who are receiving the bad news.

    • dalia.hailey08@gmail.com

      No Tmobile loyalty department stays firm in the us. Were not going anywhere!!! All those great plans are still going to be an option!

    • Ckent581

      We loyalty folks are being hit the worst because we focus everyday on SAVING our customers. That’s what Tmobile is really all about. Outsourced or not.. (retention is not).. We are a special team that puts that extra layer of nice on top of the offer to show the customer we appreciate them. So grand fathered plans.. Special offers.. Not going away only getting better. This coming from a retention rep that learned her center is closing. If you understand the business.. Why would Tmobile take those things away when they keep customers that way?

      • FormerSavesRep

        I’m a former loyalty rep at soon to be closed Lenexa, KS.  Loyalty was done away with there back in 2007.  They said we weren’t reaching our goal with saves.  Funny, my personal save rate was never lower than 92%.  And both teams combined came in no lower than 87%.  So, we all got busted down to Customer Care.  With the ridiculous expectations that came soon after, I lasted one more year before it was time to go.  I lost a considerable amount of money to move on, but it was worth every penny.  My heart goes out to all of you that are affected, and I wish you all the best.

  • Gouv

    I’ve said it before and i’ll say it again.  Its a burden to run a struggling company.  

  • B2anderson

    Just wait…Look at the 4th paragraph!

  • tmoemployee

    Sooo sad my center is closing too :( I was barely going to have a year there I loved the job helping people in everyway I could not a good day!

    • Stormy5438

      Good luck to you. I was not affected but with this uncertainty I am just crossing my fingers. Please convey to everyone at your site that everyone in Idaho wishes nothing but the best for you.

  • http://twitter.com/squiggleslash s slash

    First draft:

    Dear Staff,
    As you know, the AT&T fall out has been considerable. We now have a terrible reputation for customer service, after having a great one, because of all the cost cutting crap AT&T made us do.However, we have a few billion in the bank thanks to the break-up fee so we can repair our image.

    So, just to let you know, we’re going to cut some more costs. With customer service. Because our customer service just isn’t bad enough. We think that the only way to compete with the likes of AT&T and Verizon is to, uh… well, AT&T’s doing great, right, and they have lousy customer service, right? Am I right? What our customers need are longer hold times, that’ll keep them.

    Thanks for all you’ve done, glad I’m not you!


    • WirelessRefugee

      LOL… what “few billion in the bank?” That money was shipped off to DT. 

      • Gouv

        Thank you for bringing that up.  I’ve said it all before, DT is a cancer that sucks the life force out of this carrier and its overall potential to grow.  

  • Daniel Holmstock

    Translation: Our consolidation will take place with NEW call centers in India. 

  • Cspeed

    I have to say, after dealing with 4 out of the 5 calls that kept passing me to the wrong dept. 3 out of the 5 were from the Philippines, it was extremely infuriating in dealing with the overseas call centers.
    I am speaking strictly about yesterday and it is unfortunate that they are closing 7 domestic call centers when their customer service has taken a severe hit with the ATT deal falling through and also the JD Power rankings as the worst of the big 4. Due to more call center employees getting laid off, it will only create more static with current customers.
    I used to like T-Mobile so much when Catherine Zeta Jones was still the spokesperson for the company and now it’s gone south in the worst way possible.

    • jon

      Shh! Dont speak that way about the phillipines. Others in here will call you a biggot..

    • Tmo

      but catherine zeta jones is a part filipino.ironic.

  • ray.carrejo82@gmail.com

    I can honestly say that this news has hit Tmobile employees very bad! After 4 yrs with tmobile and remaining in the loyalty department I must say that my heart goes out to all the affected employees. I hate to see such a great company like Tmobile go down like this. Tmobile is really the greatest company I’ve worked for. Our CEO has not brought this company down, yes Robert Dotson was a great CEO but he knew what was coming and did the best move by stepping down so that his reputation of great CEO would not get tainted. I hope that our customers take in consideration that tmobile is really the best company to go with! We value our loyal customers and have open arms for new customers! I just hope the next move isint to “merge” or try again! I know we can bounce back ! <3 Tmobile Representative who truly cares!!!

    • Gouv

      T-Mobile as a whole is not a bad idea its just poorly run and the management and the parent company have let it down.  Promoting value brand to a risky customer base isn’t the best way to bring home the bread and butter especially when you need hard cash resource to expand and grow your company.  Having smaller profits come and then an awful parent company skim from the profits sucks for them.  Not to mention they have likely lost a lot of customers so they are downsizing imo.

    • Ckent581

      I agree 110%.. Well said and good luck to you

  • http://pulse.yahoo.com/_AWWIKW6MNPUHOC4OVSHWUDWAHM Fabio

    Some people here are taking advantage of these sad news to bash the FCC and DOJ’s decision to block the proposed AT&T merger.

    First of all these are very unfortunate news, however if the merger would have taken place, it would have resulted in way much more jobs losses.

    So NO the merger was NOT a better alternative.

    • Wilma Flintstone

       I figured somebody was going to bring the ATT takeover into this and I agree, if the takeover would’ve happened, many more employees would be out of work.

      • Gouv

        maybe but it seems they are having no problems what so ever cutting the fat by themselves.

  • Realcool2000

    This is so unfortunate, hopefully they can bounce back and find new work quickly.

    My heart goes out to those that will bw having a rough time because of this.

  • Stormy5438

    all I can say at this point is my heart goes out to the members of my T-Mobile family that will now be looking for another job. Our prayers are with you. I also know this could not have been an easy choice for T-Mobile who values their employees as family. Good luck to you all!

    • EdenRae

       Family?  Seriously?  As a previous employee I can assure you that is NOT the case!!  I wasn’t  even fired…I quit.  Best decision I ever made!!  I feel for the people that will be without jobs but trust me when I tell you it is a blessing in disguise.  You WILL find something better.  And you will find that you are better than them!!

      • Ckent581

        You ate an idiot.. You gave up a great job. Don’t talk smack about the family your no longer a part of

        • Dominique

           It’s not a great job by any stretch of the imagination now.   A little over 2 years ago it was great but now it’s crap.

        • TmoCSR

          you probably shouldnt eat idiots.  they may get lodged in your throat and you could choke.

  • TmoNews_Inuyasha

    My heart goes out to all those affected by these closures. As someone who has been unemployed since the beginning of October, I feel for you.

  • Unknown

    I predict BANKRUPT by 2015 if not sooner… Tmobile will fail because of their new policies and not giving a damn about their customers or call center reps…. Hint if your a customer get out now

  • Wilma Flintstone

    This definitely sucks.  Also just read that Nokia in Finland had 1,000 layoffs as well.  Interesting how Tmo and Nokia say that things are going well with the Lumia and yet both companies are having layoffs.  Hopefully these employees can quickly find work.  Good thing is, unemployment rate is going down and more jobs are being created so they should be able to get rehired somewhere fairly quickly.

  • Lnxrep58395

    i’m currently on LOA but worked at one of the call centers that are closing and am somewhat shocked but at the same time not surprised that this has happened–and not bc of outsourcing or bc the AT&T deal fell thru….the signs have been on the wall since Phil Humm took over and it’s just a matter of time before Tmo sells to another company or just shuts down altogether

  • Reypablo24

    I am affected by this closure and I was thinking about relocating to another state, and staying with t-mobile, but I honestly have to think twice, there is no guarantee that the others centers are not going to close, and that T-mobile is at its end, all my friends God bless you and what better time to plan for the future.

    • Shepinator

       I don’t think there is much risk that another center will close, and if it did, hopefully it wouldn’t happen any time soon. It is a rare occurrence to be sure. I am really sorry for you loss.

    • little blue bird

      I’m sooooo sorry to hear about this and that you are affected by this. I don’t know if this will help, but…..I used to work at tmo and ended up leaving b/c it was not for me. I have a friend that worked for verizon and from our shared stories, it sounds like they run it exactly the same, but they pay at least double at verizon. I’d say go ck them out if you can handle working in a concentration camp…at least you’d be getting better pay. ;)  

    • Silliredhead

      I used to work at Oakland and have tons of friends their (including my husband). I miss the people a lot! When I left two years ago there were 700 reps, now because of the hiring freeze they are down to about 400- so definite room for growth here!

      • Dominique

         Our call center went from 600 to a little over 150.  Its like a skeleton crew there but its remaining open.

    • WirelessRefugee

      I think that would be a bad move, both figuratively and literally. Your plans for your future should not include staying with a Company going through a dramatic downturn, and by next year will not be recognizable as the Company you now work for.

  • EXIBITman

    I am not staying with this lieing a”” company i will in a verizon store on saturday buying a brand new razors maxxs

    • Th3problem17

      whoopy doo , the man writes an article about almost 2 thousand people losing their job and your talking about a lame ass verizon phone. so sad.

      • http://tmonews.com David

        More important is his ignorance that Verizon just closed three of their own call centers.

        • Realcool2000

          Good point David.

          Btw I will try to be more tactful in my postings from now on. I know I go overboard about things I believe in, but will try to do so in a more diplomatic fashion for now on.

        • Gouv

          blind fanaticism is hard to control, good luck!

        • Realcool2000

          I can see from reading all your posts that blind fanaticism is indeed hard to control Gouv. Thank you for the advice.

        • Gouv

          It’s not fanaticism when you see things for what they really are instead of cheer leading and sugar coating the harsh truth.  At least TByrne can come up with clever responses, you are just basically begging David for forgiveness for being a complete tool, actually by the sounds of it you are more like the entire tool shed!!!!  

          It’s interesting how someone like David can still be a fan of T-mobile and even be bias about it but still demonstrates objectivity and logic in his posts.  You are just a sheepish cheerleader that does nothing but distort reality for your own weird reasons.

        • Realcool2000

          You know, I did think about the fact that some would see what I said to David about me being more diplomatic and admitting to going overboard as sucking up, whatever, but I said it anyway.

          Everyone knows Im not the kind of guy to beg for forgiveness etc. Ive challenged David on some things just show that Im not afraid to say what I feel just cause hes threatened to delete a post.

          Im certainly not begging for forgiveness now, and Davids a smart guy who Im sure understands what I wanted to convey.

          You seem like a smart guy too, but you dont see the meaning in what I said to David. I just wanted David know that I realize some things that he was right about. Simple as that.

          Im not afraid to say when I feel Im wrong, or righ,t or if I understand someones point of view when I may not have in the past, or if someone needs to be called out on being biased or belittling of a certain ethnic background,….etc.

          Now if you dont like that Im loyal to Tmobile, thats fine. Loyalty is a good quality to have, but very different from cheerleading.

          Loyalty is when I support Tmobile and not run away and come back and so on.

          Cheerleading is that time you were caught with pom poms in your hands and wearing a short skirt at a Dallas Cowboys party, Gouv.

          Now lets get back to the regular discussion, shall we?

          And yes I agree, Tbyrne is awesome! :)

        • http://tmonews.com David

          Hang on, I don’t EVER delete comments because I disagree with them, I encourage and respect you disagreeing with me. I don’t delete comments because someone disagrees with anyone else. I will ONLY delete comments if they become personal attacks that are laced with vulgarity or something similar in nature. I will never ever ever ever delete a comment because someone disagrees with me. That’s NOT the kind of site this is. I want you to disagree with me, to call me out and most importantly, to help me think of things from a point of view I’m not considering.

        • Realcool2000

          I know David, honestly I didn’t mean to suggest that you would or will .delete comments because you don’t agree with someone.

          You do a great job with keeping civility.

          Just trying to let the guy know I wasn’t just sucking up lol.

        • Gouv

          Well after reading that i guess you are less of a tool than I thought. It’s interesting you mention real cheer leaders because I’m a new England fan (I live in Boston) and my sister in law is a patriots cheer leader. I wouldnt look good in the uniform. Atleast you seem to be sincere enough to be loyal and that’s ok. Just don’t be so willingly blind to te shortcoming of your beloved carrier that are seriously impacting its potential success as competitive foot print.

  • shakarak

    Luckily I’m in a call center that was not affected.  But I can honestly say that this move in my opnion has to do with the push to outsourcing.  Brownsville and Ft Lauderdale closed were both Bilingual call centers which have been outsourced to Honduras.   In my Call center we got rid of BQ and made them BQ retention.   T-Mobile has about 15 outsourced and more opening all the time.  I wish my colleagues the best of luck.

  • http://twitter.com/DogoJosho Josh Garrett

    …..Am I the only one that thinks this is gonna make T-Mo’s customer support even WORSE? -___-

    • Reypablo24

       oh yeah, they said they closed the call centers because the call volume dropped, well the IVR is all messed up that cust cant reach a rep, no wonder. lol.

    • Femmefatale Atlanta

      I’ve been with Tmo since 2005, and up till a couple of years ago, I was able to get connected with someone in customer service within five minutes. Since then the hold time varies, mainly between 30-45 minutes. I chucked Sprint the deuces for this?? My contract is up in July and I’m debating whether to stay or go. And oh Lord, that horrible loyalty program “Vip Zone.” What a useless disappointment that’s been. Seven years and I have nothing of value to show for sticking with them.

      • Femmefatale Atlanta

        And I really do feel for the workers losing their jobs, especially since the call centers affected seemed to be stationed in small towns with probably not a lot of businesses hiring. I was unemployed for many months last year despite actively applying for jobs here in a decently-sized city.

        On a side note, you never hear of these CEOs requesting that their bonus be used to help a struggling department within the company, even though their salaries usually have seven or more zeros. Nothing wrong with being successful, it would just be refreshing to see one of these guys go above and beyond to show that they really do care about the folks who work so hard to make them look good. Just saying.

        • Guest

          actually Lenexa,KS is a suburb of Kansas City but still….hope those rumors of Google opening a call center when they start offering cable service are true

    • TmoCSR

       i was actually thinking the same thing.  i dont know if itll make anything WORSE as far as customer service goes, but its going to be a lot more stressful for all of us at the other call centers as the call influx is going to increase in a huge way.  the extra stress might lead to some issues.

  • Bongbillawong

    Does this mean tmobile is going out of business and that i should find another carrier soon?

    • Yancy

      They are not going out of business they are still very profitable they are just consolidating some of their Call Centers.

    • JustSaying

      NO! Why you go to another carrier to pay more?? Verizon shut down 3 of its call centers, it’s about saving money. T-Mobile is not going out of business. Remember they made 4+ Billion in profits at the end of 2012.

      • Atkt7

        U mean 2011?

        • JustSaying

          Yes 2011 sorry

      • Bongbillawong

        Oh ok cool! I dont have any complaints bout tmobile or customer service. For all those that work in customer service as a customer i think u all do a awesome job! I might come across a few here and there that i cant understand but no biggie i just hang up and call back and get someone else that i can understand better. And for those that are losing your job thank you for all your help and i hope u will find something soon! For all u whiners out there… Theres a site for u, its called Rants and Raves on Craigslist!


        I hope Samsung release the SGS3 soon!

      • TmoCSR

         you pay more, but you GET what you pay for.  ive been a tmobile csr for over a year and would never even THINK of giving up my impeccable Verizon service.  now, granted, Tmo has really spotty service where i live (suburb of Cleveland, Ohio), but verizons coverage, phones and customer service are all leaps and bounds better than tmobile.

        so, will you pay more elsewhere? yes, you will, but with it comes a far better experience all the way around.

  • TheWayOfThings

    I think anyone who believes this is the end of the down-sizing is fooling themselves. I think this is just the beginning and TMUSA is a’swirlin’ around the corporate toilet bowl… slowly but steadily making its way down to the sewer pipe…

  • TMoFan

    Terrible news. To those who are affected I wish you well.

    T-Mobile was once known for its stellar customer service. By further outsourcing customers will just more irritated and that will show in consumer reports and JD Powers.

    Waiting for the trolls to say that these layoffs justify the takeover. If you think a few thousand jobs equals T-Mobile’s entire workforce then you are just as delusional as at&t thinking that the takeover would actually pass.

    • abc123

      They aren’t further outsourcing. The existing/remaining US centers will be hiring to fill spots. My center is tiny now compared to what it was 5 years ago. But I agree, outsourcing is a nightmare.

  • Philliphummonmynuts

    this f-ing guy is running this company in to the ground! Did he already forget that Tmobile came in dead last in customer service satisfaction last year? how is getting rid of 3000+ customer service reps going to fix this problem??? And what about the employees who are still in these call centers for the next 90 days untill they close? think they are going to care how customers are treated knowing they are goung to be axed in 90 days??? Its almost as if Phillip Humm is intentionally trying to ruin T-Mobile. Send his hitler a$$  back to auschwitz!

    • Gouv

      you gotta realize their business model and way of doing things isn’t the best, granted he is absolutely no help and practically useless  However,  it’s not surprising that t mobile has to unfortunately take this route.  There is a reason they wanted to sell in the first place and contrary to those that want to believe their “angles” of the story there is clearly a reason.  

    • Femmefatale Atlanta

      Awesome user id, btw!

    • Ckent581

      I’m just one rep but I assure you I will give you and every customer I talk to world class service until June 22 when they make me leave. Contrary to belief, WE CARE ABOUT OUR CUSTOMERS!!!

  • Bornontheblue

    I left t mobile back in November because of the stress and the unrealistic performance expectations. Looking back I can point to 2 events that started the demise of TMobile

    1. Sue Nokes leaving the company. Sue transformed tmobile into a customer service powerhouse and she was with T_mobile in its most successfull time period. She left and cusotmer service has gone down the drain, employee morale is at an all time low, customer satisfaction is terrible. Now Tmobile is a shell of its former self

    2. Robert Dotson calling smartphones a temporary fad. As an employee I once heard Robert Dotson call smartphones a temporary fad and they would soon go away. I paraphrased but the point is the same, He continued to say that we should focus on families and families cared about value and price. I thought o boy this is not good. 

    • HisTreatness

      100% agreed, on both accounts.  When data rich features were really starting to make a buzz the upper management said, “we’re not interested in going after the streaming tv, and things like that, it’s not something very many people will want”.  I knew I wanted it, but didn’t realize just how wrong, and damning, that really was.

    • Kis

      Agreed, 100%. I left last December because of the b.s. Sue was the best thing to happen to good ol’ Magenta.

    • InvisibleHand

      I disagree with the comment about Sue Nokes because while she greatly improved the customer service, there were no material results. It cost a tremendous amount of money and didn’t really help keep quality customers. That being said, the Dotson comment is 100% spot on. I remember asking why T-Mobile didn’t have any mobile TV services back in 05/6 and Dotson said that people don’t want to watch TV on their phones. He later passed (at least partially) on the iPhone.

      • Eyebe Peisthoff

        “It cost a tremendous amount of money and didn’t really help keep quality customers.” You couldn’t be more wrong. I was with TMobile since they were Voicestream and despite their inferior coverage, stayed with them specifically because I loved their customer service. I paid my bills on time and had three accounts with them.

        My last few customer svc experiences had been abysmal. I was very upset to see I was being sent to a call center in the Philippines. Besides not being able to understand half of what they say, the CSR’s are literally incompetent. They know nothing regarding plans, phones and features, read from a script like a robot, tell you things with no basis in reality and do nothing but waste your time after making you jump through one useless hoop after another (have you tried resetting your phone? Go to the website and download War and Peace, then eat a turkey sandwich on white bread and perhaps then your voicemail prompts will change).

        After over 10 years with them, I am now an AT&T customer. It’s a shame, they went from best to no better than any of the other carriers.

  • 1721hazzard

    t mobile does not care about there employees i was on medical disablity and was on short term disablity transioning to long term with in an hour of tmobile being notified that li would be going to long term disablity t mobile hr called and let me go wich according to what i have found out is against the law

    • CactoesGel

       I’m assuming you’ve filed a lawsuit for wrongful termination?

      • Silliredhead

        If you work in an “at will” state their really isn’t anything you can do. It’s ridiculous.

      • 1721hazzard

        in the proccess now

  • Guest

    I’m a pretty new T-Mobile customer.  The biggest shock for me was to hear that T-Mobile actually has a call center (let alone several!) in the States.  When I was setting up my service, all my calls were routed to Manila or somewhere.  Even the escalations.
    I had to call customer service several times over the course of a few days to activate my phone. 
    With AT&T, I did this all myself on the web.

    • Silliredhead

      They have 2-3 call centers in the Phillipines, mostly activations and prepaid. Everything else is in the US. That’s one of the reasons the merger didn’t go through, AT&T outsources nearly everything and all the TMo reps would lose their jobs.

      • Goog

        There are way more offshore call centers than 2-3. Many of them handle core customers.

      • Shakarak

        there are call centers in Honduras and Indonesia to.

  • guest

    I just happen to be someone who is loosing their job due to these cutbacks. Not in the mood for a long drawn out speech. So all i have to say is tmobile can s my d

    • Karma2713


    • Ckent581


  • jimbo

    Here’s an idea, STOP WORRYING ABOUT JD POWERS.  It doesn’t make you a better CELL PHONE company.  

    You cheated your way to the top Allentown and Albuquerque and guess what?  There’s no way to avoid IOCR and handset exchanges now, you’re going to be the only call centers left!

    This company is just as bad as enron and goldman sachs….they worry about the bottom line and MADE UP metrics and numbers, not the actual customers.  

    • Silliredhead

      Well I don’t think they made stuff up, but the iOCR comment is HIIILLLARIOUS! I hated that sh**. Actually made me laugh out loud.

    • Kis

      As a previous rep at Jefferson Commons who now hates the company, this comment is stupid. They never cheated their way to the top. We were always fixing Frisco and Allentown’s mistakes.

      • cartman2181

        Funny, I’m at Allentown and I always feel like I’m cleaning up someone’s mess at least twice a day.  Not specific to any one center mind you, and I’ve found lately that it’s mostly outsourced centers, but it’s really dumb to just point the fingers at centers as a whole.

        • Ckent581

          Are you guys for real? What happen to team together team apart? We’ve all lured once to get a sale and we’ve all fixed someone elses mess up.. Its the job… We have 3000+ ppl from our team jobless.. Get over yourselves.

        • cartman2181

          I guess you missed the part where I said “I’m at Allentown,” which makes me one of the people who will be laid off.   It’s a little hard to care about the “values” in the immediate aftermath of that.

        • Luminate83

          Sorry cartman, I really meant to say Colorado (tech) and NM  in my original post.  Godspeed in your job search.  

          “Think Big, Stay Scrappy”…..then hire Pitbull to do a private company party.  That’s livin’ the values!

        • cartman2181

          Well my comment was in reply to Ckent, so it’s all good.

      • jamznjemz

        Relax pal, we have good reps and bad reps at every center. that’s at any call center in any company.

  • Silliredhead

    It’s unfortunate and worries me. I also left because of the stress, as well as the transition to sales. The second they started reducing the expectations in quality is when it all headed south. Now they are trying to repair the damage and get back on track. Humm was brought over from Deutsche Telekom to try and increase revenue, it worked for a little while but at the expense of the customers and now the employees. This will go one of two ways: it’s the beginning of the end, or they get back to basics and will be able to do a mass rehire in 5 years. Either way, it’s hard to see people you know suffer.

    • Guest

      i left for the same reasons…

    • Steebie

       This reminds of of an interview with the VW CEO…he said that they realized (after over 10 years of selling broken product) that it cost them more to put out crap cars so they invested in quality control and…boom…sales went through the roof AND costs went down.

  • fixxmyhead

    so many whiny bitches on here

    i activated my phone and thats it presto, kaboom never had any problems

    what more do u fucking ppl want. learn some basic troubleshooting

    • Ralf


    • Steebie

       …until you run into a roadblock and you start whining.  They say the surest sign of lack of intelligence is judgement of others.

  • AsddA

    shout out to all the reps that lost their jobs.thanx for all your hard work.  i wish you all well. As far as tmobile, all i can say is the ship is sinking faster than titanic.i dont feel sorry for them 1 bit. 

    • Karma2713


  • :) pacman pacquiao (:

    Hi im Filipino and my WILLY is small :) thats y I make customers suffer

    • disgusted in Kansas

      You truly disgust me, peoples lives are in jeopardy and you crack crude jokes, you are a sad sad individual

      • :) pacman pacquiao (:

        F u disgusted lil bitch ….gl to all homies staying jobless in june

        • disgusted in Kansas

          Still a sad sad screwed up individual, note I’m posting from Kansas one of the call centers listed above

        • :) pacman pacquiao (:


  • Taron19119

    verizon is  closing three tcall centers but i think t-mobile usa needs to be it’s own company and not be part of Deutsche it well do better then it is now

    • ChadBroChillz

      What do you think it happening right now? DT has stopped support TMOUS. they are basically their own company. It is not easy to survive as an independent company. Look at sprint. Tmo is probably going to continue to slide down or have to go in debt to bring itself back.

      • Taro19119

        thats not all true they cant do what they want and for years DT have been takeing t-mobile us money and spending it on t-mobile uk

        • ChadBroChillz

          I am talking about now, not the past. TMOUS is now on their own, which is why they do not have the iphone. DT could easily get tmous the iphone, but they would rather find another buyer. Heck tmous is the one paying for their challenger strategy.

        • Taro19119

          not so cause DT want out of the us and is doing every thing it can to make t-mobile lose so they not on there own ps how about makeing t-mobile a  open company and not Private so the people can invest in t-mobile

  • Dlb0183

    To all of my coworkers at the allentown call center best of luck. All we can do is stick by each others side. We have made amazing friends some which we call family. Lets not forget what we gained out of this horrible loss!

    • jimbo

      yup, you’ve earned back to back calls, PTO that will never get approved, working all holidays, oh and the new cutthroat environment.  


  • Tom

    I have been at one of the sites closing for five years and this news has not been easy to find out. But the funny part everyone is missing that I found out from my discussion with “leadership” is….you still have to apply and interview to relocate to another site. This is a joke. But at least it sounds good without knowing the truth as they say it.

    • belcas

      Tom, We were told by the director of the call center that you do not have to apply or interview for the position if you choose to relocate….We had three VP’s today at the Brownsville center and we were advised that you would automatically get in and be assisted with relocation costs……

      • Ckent581

        That’s 100% correct

  • cartman2181

    I’m at one of the affected centers.  I’ve been with the company for 6 1/2 years.  I’m not sure whether to be mad or just laugh.  I can’t say I saw this coming, but looking back I realize that I probably should have done so.  I really haven’t been liking the company’s direction for some time now.  My biggest concern, personally, is I have no idea what to do next.  I definitely want to wish well to everyone else here who will be affected by this.

  • http://twitter.com/janger Jaren Angerbauer

    I just cancelled my contract with T-Mobile last week after beeing a loyal customer for more than 12 years.  It wasn’t T-Mobile’s service that made me change — I was very happy with the service I was receiving.  It was the iPhone — or lack of.  I tried Android (had an HTC Sensation) for 8 months, and absolutely hated the experience.  I kept haning on — hoping to hear T-Mobile announce the iPhone, but it never happened.

    Condolences to those folks who lost their jobs — best of luck with new pursuits.  Keeping my fingers crossed for some T-Mobile iPhone love — I’d move back.