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

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

    I was just laid off yesterday (not from T-Mobile), having gone through months of worry about it.  My heart goes out to each and every one of the affected employees.  I’ve been with T-Mobile for 11 years, and I’ll bet some of the affected employees have helped me out over the years.  Thank you – honestly, from a customer, not from some corporate platitude – for your hard work, and I wish you all the best for the future.

  • Rikki G.

    To all my friends… really family at the Brownsville, Tx T-Mobile Center . It has been a long and bumpy journey. Not to mention fun and stressful too. But all in all I have made great friends and learned many things. This was a very sad day for most of us to hear that our home away from home will be closing it’s doors pretty soon. I am positive that we all will find better things and opportunities. We have but 90 days remaining. Let’s make it fun and worthwhile as much as can.

    With all my heart Team Hurricanes!!
    Rikki Garcia

  • devastated

    This is damning news my family just received today my girlfriend I work in one of the 7 call centers and just bought a house and had a child with in the past year and a half and now have no idea what the future brings I wish all my coworkers the best and the true friends I have made I’ll miss you very much and hope you all land on your feet quickly

    • Crest Fallen

       I understand. I had held off buying a badly needed new car during the AT&T/T-Mobile deal, and only committed to it, when AT&T assured us that, even in the event of a merger, call centers would stay open – safe in the knowledge, that, deal or no deal, I would be working. And now, this, out of the clear blue. I wish everyone effected by this the best of luck. 

    • Shocked

      I know how you feel.  I just bought a house recently and now I have to deal with this.  I am just so worried about my future once my center gets shut down….

      • devastated

        Yeah and I’ve been looking in my area for jobs for awhile now and it’s hard enough now there will be 600 more people looking for jobs this sucks

  • Hrose1965

    and so it begins 

  • h_f_m

    I have had nothing but great experiences with T-Mobile customer support. You have all been fantastic to work with, and YOU are the reason I am still a T-Mobile customer. I can get cell service and data from anyone. That’s not what It’s about… 

    My heart goes out to those who can’t relocate. I hope those of you affected find a rewarding new position somewhere.

  • in2android

    My heart goes out to those of you affected. I know this is a painful experience as I’ve been in this position. Know that there’s a light at the end of the tunnel, and sometimes the future is brighter than the present.

  • jax

    At least T-mobile didnt close the call centers in ABQ NM there are two of them that would suck

    • HelpWanted

      I am in one of the impacted centers … if you think this isnt the beginning of the end for TMobile, then you are fooling yourself.

  • abc123

    As a call center employee at one of the centers lucky enough to be staying open, I can say we all have heavy hearts for those given the horrible news today. It’s scary to know that in a blink of an eye their world has been turned upside down. Good luck to all of you in the closing centers and maybe we’ll see some of you up in the Pacific Northwest!

  • Mexikan_angel

    For I know the plans I have for you,” declares the LORD, “plans to
    prosper you and not to harm you, plans to give you hope and a future.

    • Chris

      That is a beautiful verse! I’m at the Abq call center and all I can think about is my coworkers in the affected centers. I’m a pretty manly dude but I did cry a little when I heard the news. My prayers are with you and your families, God will see us through this.

    • in2android

      Your heart and mind are where they need to be! You have no where to go but up! The older I get the more this type of news effects me. I will pray for each and everyone of you. If God can do for me, he can do for you as well! I’m not a bible Thu per, but this story has effected me emotionally. This is a tragedy that takes place in our world everyday! I feel good that this comment section has showed that this sight isn’t just for complaining, and taking sides. So often its full of arguing, and bickering, but tonight its like everyone is on the same page. I feel like the Tmo corporation has been “humanized” by hearing from all of the employees that were affected. Your not just customer service, your ppl just like me, and everyone else. You have family that depends on you. Stay strong.

  • Sr121376

    As a former employee of one of the call centers closing before I decided to leave a lot of us saw the changes effects on the work environment we were in…its kinda scary when a company puts CRT as more important than resolving a customers issue completely in a tech related field seriously is 10 minutes to fix a issue really enough time to completely resolve the issue. Personally I had a high CRT but also had a high customer satisfaction score . But I was almost left go because I couldn’t rush the customers off the phone.. I feel bad a lot of people are losing there jobs

    • Guest

      so true.

    • Guest

      i completely agree as a former tmobile employee as well…

    • Callmeotter

      Guess thats why when I called with a question about my bill, rep said “Sir, Ive been on the phone with you for 4 minutes now…so Im going to hang up.””  And he Did.  That is the definition of poor customer service  — especially with a long-term customer whom you’d think they’d want to keep (Isn’t mrktg 101 that the costs of keeping an existing customer are much less than getting a new one?)

  • racisthater

    U are a fucking idiot….having an accent does not mean that they live in a different country other then USA….moron.

    • Ushdhd

      Yes I am the idiot !!!!! I watch to much TV………. shitheads I lost my job to Brad with the accent. So please do not tell me what I am. Not racist just real tell me to bile has all there call centers in USA ? You can’t can you…… because they don’t. You have a decent little job and all the roses smell great. If people banded together my job and a hell of a lot more would still be here. But with little pricks like you running around it will never happen…..

  • in2android

    The more & more I read the sicker I get.
    To the affected employees,
    My name is Joe, I frequent tmonews as much as my time allows me to and I its one of my favorite sites. I am a Tmo customer of 9yrs now & I love T-mobile, as they’ve always been good to me. 6 months ago I lost my job due to wrongful termination. I was just a server and bartender, but I made about 35,000 a yr, and it kept my family going. I was devastated. So devestated that I couldn’t even come home to tell my wife. I’m a recovered alcoholic, and I went straight to the state store and bought a pint of whiskey, and I hid for hours in a secluded area I spent a lot of time at as a teenager. Three yrs of sobriety gone and not one of my problems was solved, and as a matter of fact it got worse!
    With my wife ready to leave me for fear that I was returning to the bottle, I filed for, and collected my $333 a week unemployment. A server doesn’t claim a lot of money. I knew I had to do something to make ends meet, but I ridnt know what. I began buying smart phones, tablets, & just about anything I could through craigs list with my savings, & reselling on eBay for an extra couple of hundred a week. Income was restored, but I knew other was no future.
    I have a friend who owns a small cafe in a large office building in my area, & I began to spend a lot of time there with him doing my eBay listings, & creating my Craigslist ads. A woman named sue who frequented the cafe for lunch approached us due to the way we interacted with each other, & she offered us a property she owns as well as $15,000 in start up expenses that aren’t required to be repaid, to move his cafe. Were located across from a factory that employs 700 ppl in a very small town.
    Were now going on week six of our 24 month lease, and in our first month we did just short of $30,000 in sales! Our rent is only $600 a month, and you can imagine the money were making. I fell like I’m living in a dream world right now! Six months ago I was standing on a peak, drunk and depressed, thinking my world had ended. I’m now half owner of a small SUCCESSFUL cafe/deli, and I feel I’ve been blessed. I had to share with you my story, and I pray that it brings those affected HOPE! I have God to thank for what’s been given to me, and just when you think the fight may be over, its only just begun!

    A most grateful man named Joe

    • JBLmobileG1

      Awesome story! Thanks for sharing. While my heart and prayers go out to those affected I hope Joe’s story brings some positivity… while some may feel this is the end just look at it as a new beginning. I am sure with all the Awesome employees Tmobile has that will be affected they will be able to use their customer service skills in their next job. While it may not happen overnight just keep your skills alive and you will overcome anything. Best wishes to all the Tmobile employees out there.

    • http://twitter.com/aleisterfinch Aleister Finch

      That’s amazing, Joe. Good on ya, buddy.

    • Gouv

      Proof that you just need to find the will and belief to keep going and try hard.  There is no need for the sense of entitlement so many have these days.  Good for you man! I hope this makes you a millionaire and that money is never a problem for you again.

  • InvisibleHand

    If the AT&T deal had gone through, these call centers would likely remain open. I think T-Mobile is finally recognizing that spending excessively on customer care doesn’t help all that much in the wireless market. I hope all the affected employees are able to find new jobs that make them happy. 

    • Nocalls

      NOWAY!! More Tmobile call centers would be closed. All AT&T wants is more customers and larger bonuses for the execs. Besides AT&T is not the service this world needs. They owned the Phone services and now they want to own the Cell Business. I have never had better service with any accept TMOBILE and I was with others. AT&T is the worst.

      • InvisibleHand

        If AT&T is the worst, then why do they have 3x as many customers as T-Mobile? AT&T is a publicly traded company and their execs work for the shareholders. Regardless of how bad AT&T may suck, they are much better than running a business than T-Mobile. I’m not talking about DT running T-Mobile, I’m talking about the idiots T-Mobile USA insisted on hiring away from the retail clothing industry to try and turn buying a cell phone into an artistic experience. People vote with their dollars and AT&T is getting way more votes than T-Mobile so they must be doing something right.

    • Jmcferson85

      If the merge did go through more call centers would have probably been fine for the simple fact AT&T has call centers to but they like out sourcing more and would have not needed that many customer service reps… I am aformer employee and now work for Cricket wireless when it was announced they wanted to merge our store alone got bombarded with tmob customers wanting out not wanting anything to do with AT&T so I think that really hurt tmob more then anything

  • Joeybutts

    Damn.  That means longer hold times and loyal customers will be forced to deal with the God-awful Philippine call centers.  If you’ve recently been transferred to the Activations Dept. you’ll know what I mean. 

    If T-Mobile USA made their website useful to do almost anything we need it to do (sans billing problems) and it actually updated in real time (not 2-24 hours) then we’d have a real alternative to do things ourselves.  

  • tommy

    I’ve been layed off in the past. Employees can transfer to another call center or get severance packages if they choose. That’s fairly generous. I have not yet gone through all the comments but can appreciate tmo’s need to get profitable and while very sad and sorry for employees that cannot transfer, for whatever reason, hope they can do the best they can. But they should really try hard to transfer if they at all can. Sorry for my two cents, but again, I’ve been layed off more than once, sometimes it’s very cruel.

  • Steebie

     There’s a lot of Indian guys with accents named Brad living here in Seattle.  Try to remember to avoid believing TV stereotypes!  It’s TV!

  • Cwillia218

    For Those who are laid off in Texas and Pennsylvania…WE HAVE JOBS FOR YOU!!  As a former T-mobile emoployee I know what it takes to work in the call centers and it takes Quality people who have excellent customer service skills and have good time management to make sure CRT IOCR and all metrics are met!For those who are interested for Information please Email me cwillia218@gmail.com
    Good Luck to all who were affected!

  • Getreal

    I have been a loyal customer for 9 years. I LOVE TMo and have no plans of leaving. I spent over $1000 buying an unlocked iPhone 4S (got a 64GB with Apple Care). Rate plans and phone prices are somewhat important but the customer service I get from the reps is paramount.

    In fact I pay for the 5GB service even though I only use 300 MB. I hope the extra few bucks goes to keeping some jobs in the states. If TMo starts outsourcIng jobs to “Steve” in India, I am out.

    • Bost4

      Hmmm. you must be speaking to different reps than I have in the last year.  Id day 95% of them have been totally clueless and known less about Tmobile’s policies and rate plans than I did.  As far as tech support, that was useless too…and while I didn’t get “Steve” in India, I did often get “Mary” in Phillipines.  The most interesting thing was when I googled an employees name and a other websites with customer comments of his rude behavior popped up.  For his sake, i hope he’s not one of the ones fired cuz he’s gonna have a hard time finding a new job w hen employers google his name

      • annoyed

        How did you Google his name we don’t give our last name out you aren’t so smart

        • Trollerderby

          Obviously he googled the name “George” and got some results, so it has to be the same person. 
          Don’t bother throwing logic at an imbecile, they just teethe on it like a toddler and get it all mucky. Obviously he Googled the name “George” and got some results, so it has to be the same person.

        • Trollerderby

          ctrl-x and ctrl-v are clearly outside of disqus’ scope of support. :(

      • JustAnotherPerson-K

        I’m not sure how you would google anyone’s name considering as employees we do not give our last names and the “rep i.d.” are a load of crap as well. there has got to be 4million “mary’s” or “steves” nation wide…

  • Getreal

    My iPhone cut me off, but I also wanted to say, thank you to all TMo employees and all employees are in my prayers. I hope the affected ones find peace and prosperity in the next month. We DO appreciate your hard work!!!

  • UMA_Fan

    There’s a lot of pointing fingers going on in  the comments but people need to realize T-Mobile is a business.

    If you have to blame anyone blame CONSUMERS who voted with their wallets in droves that they would rather spend their money with another wireless company than T-Mobile, who invested the most in customer care in the industry.

    • Get_at_Me

       Well said

    • Mparob

      I worked for T-Mobile for 7 years and lost my job early this year. I can tell you that they are looking for any reason to reduce spending. Rather than close underperforming stores and focus on the areas they can improve in, Upper management continues to be clueless.

      T-Mobile was a great company once. The problem is they have not evolved. Too much has changed and they have not

    • Vim

      That’s an oversimplification.  When you look at the numbers from before the deterioration in customer
      service, customers were not leaving in droves, the company had simply
      stagnated while its competitors were continuing to grow.  Great customer service alone isn’t enough to fuel growth when you have a reputation for the poorest coverage of all the big four. The customers who did have decent coverage were happy however.  The large customer losses occurred after the deterioration in customer service.

      The crux of T-Mobile’s problem was that instead of reinvesting in T-Mobile US’s network, DT has been siphoning away T-Mobile’s cash for years to spend on projects in other countries.  T-Mobile was way late to the 3G game,  didn’t take the government bandwidth auctions seriously enough, and otherwise just sat on its rear end while the other carriers were expanding by leaps and bounds.  And during those brief periods when T-Mobile did have some sort of advantage, they didn’t invest the marketing dollars needed to turn that advantage into a gain in customers. DT reinvests just enough of T-Mobile US’s profits back into T-Mobile to keep it alive, and that’s it.  The rest gets invested in Europe, DT’s home market.

      • UMA_Fan

        This is true, but what it’s seeming like is T-Mobile is saying having solid customer care in place is mutually exclusive from doing all the things we would hope they would do to stay competitive.

        I do believe my point still stands though that T-Mobile has DRASTICALLY less customers than it did a few years ago.  If that didn’t happen, they would need those customer care reps to service them.

  • guest

    as a tmobile employee in one of the sites not closing i send my heart to my family in the other sites. yes, family. in the words of team together and team apart, my heart ached when i read this. 

    • MaT

      Just curious what is the salary range for a phone customer service rep?  Is it worth transferring (and the company paying to do that?)

      • Dominique

         No, about $25K-30K.

      • abc123

        I’ve been with the company just over 5 years and make about 41k…

  • E Blumberg08

    Can anyone say outsourcing? Hello, mr philpinio in sabu.

    • Conspiracy Theory

      Between the att debacle and outsourcing overseas, that’s what drove customers away. How many times I’d get a call and a cust says ‘thank god u speak english and I can understand u’. Also the ship started to sink when sue nokes left. And that my friend are the very reasons I’m soon out of a job

      • devastated

        Yeah sue left shortly after I began at the allentown call center she truly was the glue for this company right after she left is when we lost the ever covetted jd power award my thoughts are with all of the 3300 imediatly losing our jobs I wouldn’t recommend a transfer considering you have to interview with the other center so its not a guarenteed transfer and who knows how long it’ll be until that center gets closed I’ve been completly mind f’d by this place with the merger drama and now this

    • http://twitter.com/Mrt1connect Mrt1connect

      Outsourcing my ass. You keep them jobs right here in America buddy.


      Well the Prepaid Stuff is All Outsourced; I wasn’t sure if the Contract People were sent to Phillipines or Mexico too.

    • Jaime Laigo

      Um, although I do agree you do have to accept the fact that this is not a US company……

  • TMO Guest

    I am an employee as well and though I am not impacted by these closures, my heart goes out to everyone impacted by this. In my job, I interact daily with everyone from sites all over the country (well, actually all over the world) and it breaks my heart to see 1/3 of our internal workforce being let go.

    As an employee, I know the uncertainty we’ve been going through for the past year. Its amazing how fast our lives can be turned upside down. When AT&T announced that they wouldn’t be letting anyone go – there was a huge sigh of relief from us all that our jobs were a little safer than they were before. Since the merger failed, the company has been trying to recover – but closures of this scale are truly unexpected, especially since we’re losing half of our tech sites.

    Having had the opportunity to interact with you all, I can honestly say that the sites impacted are some of the hardest working people in the business and losing you all is a huge loss for the business, the industry and our TMO family.

    My heart goes out to all of you and your families.

  • JBLmobileG1

    Maybe the ones who are affected should apply to work for Walmart at the Walmart Connection Center. After all Walmart did give Tmobile the supplier of the year award. Plus having someone sell your product “Walmart Family Mobile” who knows what they are selling is a plus. I for one being a Walmart employee would Love to have an associate who has knowledge and customer service skills in this field. While anyone can learn it is nice to have someone with experience from the start.

  • WirelessRefugee

    The bottom line is that DT is cutting 5% of its U.S. workforce and closing seven call centers. There’s no way to sugar coat or spin what that signifies and indicates.

    The official Party line is that the job cuts are necessary to help fund the U.S. $4B network upgrade to a faster 4G LTE mobile broadband service. While that is consistent with Humm and Obermann said in January (that T-Mobile US had to be self-sustaining, or as I said before “there would be no money from “daddy”) I don’t buy that explanation. What his really says:

    – This is a mass firing of employees. It is not a step on a great new strategy nor expansion.

    – Q1 2012’s numbers are going to again be disappointing. This is a move to address the numbers and to tweak the profits.

    – This is an attempt to maintain T-Mobile’s financial picture, to make it a plausible acquisition.

    – This is troublesome because I have not heard of a company cutting 5% of its workforce to put that labor savings into company expansion.

    – In contrast, recall in the discussion about T-Mobile placing poorly in JD Power, where Humm and others said they would take steps to improve customer service and satisfaction. Is this how it is done, firing thousands of employees who work in customer service and close seven call centers?

    – Actually, when a company is choking, it is a common quick fix to cut back on customer service. That’s why this is happening, it is NOT to put the money elsewhere within T-Mobile U.S.

    – Isn’t this suicidal to have placed poorly in JD Power customer service and satisfaction rankings, to soon thereafter to close seven U.S. call centers?

    – I note that DT has NOT said that it is taking steps for other call centers to take up the increased loads and demands that closing these centers create.

    – I don’t for a minute believe that many of the fired employees will find positions elsewhere in the Company. Fact is, if T-Mobile did that, it would not realize the savings from getting rid of 5% of its workforce.

    – I am also curious, where else is T-Mobile cutting labor costs, and how many percentage points above 5% does that make.

    – Humm giving notice of this firing is simply compliance with the U.S. WARN Act, which requires large employers give so many months minimum notice of mass firings and provide COBRA benefits, etc.

    – Humm’s statement is a bunch of boshtommyrock. Does anyone trust a word this guy says. His only concern with this announcement is the stemming mass defections leaving no one to run the stores, so to speak, and trying to salvage company morale, which is in the toilet.

    • Gouv

      FINALLY!!! a voice of reason… well said!

    • tmobile operations manager

      Mitigayion to keep afloat untill it can sell itslef off.
      Seriously, I’ve sat in the meetings.
      You hit it on the head.

  • dalia.hailey08@gmail.com

    Wow I can see how you got affected by this , and I’m truly sorry that you lost your job but I bet you ,you wouldn’t stress when Tmobile paid you that great paycheck because as a matter of fact yhe cost of living is very expensive in Fl so honestly you are getting paid a lot more than I am. I understood the job that I took on and the great pay that I got! Some people are just not fit to work for Tmobile. I bet you were one of the reps who really didnt care about customer service and now you want to whine and cry because your getting let go. Please dont bite the hand that fed you for so long! And as for the ass kissing that’s BS …if your good at what you do then your good like I stated if this wasnt for you or your other coworkers then it just wasnt meant to be . Good luck to you and wish you the best :)

  • mreveryphone

    I sure hate to hear stories like this as I have been on this side of the pink slip as well. I was on unemployment for a year looking for work and trying to take care of my family until I said enough was enough and went into business for myself. I saved what I could and invested in what worked for me. These types of businesses might not be for everyone but if you’re driven and enthusiast you can succeed here’s my email if you want more information ivorypeppers@gmail.com and if you live in California Texas Michigan Ohio Illinois or Indiana you could benefit even more

  • Kayleetay86


    I am an employee of
    one of the 7 call centers closing and to everyone who is going thru the same thing
    I am for that I am sorry.  For all who
    read this I agree with the person who said that the fingers need to be pointed
    at the Customers. The state of our Economic crisis puts NO one in a good
    position unless you inherited millions, no job is secure at this point and I’m
    not talking about just T-mobile, weather we merged with AT&T or not this
    probably still would’ve happened because everyone is money hungry right now. T-mobile
    lost millions of customers for many different reasons, but the main one is their
    own ignorance, when you talk to people for 8/10 hours a day you learn quick
    that 80% of them lack ANY kind of common sense. Basic math and general
    functions that are not understood makes you wonder how people can hold a job
    let alone wipe their own ass. I want to have all the newest gadgets in technology
    too but I also know that they are expensive and will never work 100% of the
    time, nothing does, cars require maintenance to function properly- same concept
    people phones do too! So before you get all pissed about a text not going thru
    or anything else stop and count to 10 if you can and turn your damn phone off
    or maybe delete some of your 1000 text currently in your phone. I am also sorry
    to break it to you as well that we all can’t have everything handed to us on a
    gold platter with diamonds for nothing! For the people commenting with nasty
    remarks about T-mobile please do us all a favor and Shut UP, if you’re just
    going to tell us how much you Love spending all your money with AT&T or
    Verizon go to their site.  


      WOW…..Youre exactly the type of employee who they need to get rid of.

      • Kayleetay86

        Actually I’m the nice one, with amazing stats… I’m just honest, take it or leave it. Thanks for the feedback tho

        • Alvin B.

          Hate to hear what’s happening here…. I got the pink slip from a t-mobile partner site doing PDA Tier 2 support (SiTel) in Port Arthur TX back in 2010…. They axed our site as part of a program to bring all of the support in-house. Most TMO employees didn’t know T-Mobile had contractors inside the U.S. working at all levels of support, so when they closed all of those sites, very few people heard about it. It was “just business”, but that was when personally I saw T-Mobile service really starting to go downhill. 

        • CHURNBOT2012

          No, If you have that attitude towards customers, you shouldn’t be working in customer service.  You’re in the wrong line of work.  Yes, Im sure you deal with a lot of idiots – thats part of the job…but don’t paint all of Tmobile customers with that same broad brush.  

        • Kayleetay86

          Did I ever saw I was rude? Um no. I’m just pointing out the truth. Dealing with all the verbal abuse from customers is exhausting, if you’ve ever done it you would understand. But I am always nice to them, will stay on the phone with them for an hour if I have too.

    • Karma2713

       Wow that is so true. I worked at a Tmobile call center. I always said that tmobile had the dumbest customer base of any call center I have ever worked for, their customers simply lack common sense. Please tell me what aspect of your life is perfect 100% of the time? Yes, some customer shad some legitimate overage issues, but really I can’t build you a tower to help you out over the phone. All I could do is report to engineering, and if you have not figured it out, I wlil tell you, engineering is/was not a reliable group of people. But not my department, I just answer the phone, I can not make them work to fix any issues at an existing site. Building new sites is a totally different process, since that does require approval from local government. There are at least three other carriers that you can go to, I hope you think your time is worth something. Use common sense, I will give you x amount of time to resolve the issue, but if the issue is not resolved, move on…… If you have a legitimate complaint that tmobile is screwing you contact the BBB, your attorney general, your local news station. Now for the truly dumb customers: don’t call in expecting not to troubleshoot. By not troubleshooting you run the risk of the same issue happening again on the new phone you want, because you have not gotten to the root cause of it. For the customers that call in and say I have insurance send me a new phone, I shouldn’t have to go through this, insurance covers your phone if it is lost, stolen, or have physical or liquid damage. If you wold like to use your insurance anyway, I am always happy to transfer you to assurion so you can pay the $130 deductible and get a new phone without any troubleshooting. We do not have a magic button that fixes everything on your phone, so stop calling in from your phone, acting surprised when you need to be on a different line. I guess a lot of tmobile customers have not heard the phrase you can catch a lot more flies with honey than you can with vinegar. You being rude does not make me want to help you. For example, one morning this lady called in and was very rude telling me I better hurry up and get her phone working again. All of her calls were forwarding to voicemail. Once I brought up the iHLR (about one minute into the call) I immediately saw the problem, she had accidentally setup her unconditional call forwarding. She could have been off the phone in a minute and a half at the most but her ugly mouth caused it to be a 16 minute call. Just like there are basic, midrange, and highend computers. There are basic, midrange, and high end smartphones. All phones require maintenance whether you paid $0 or $600. So stop calling in complaining about the issues your phone is having because you wanted to load 50 applications onto your tmobile comet, along with your 50,000 text messages and your never ending call log. You called tech support either take the advice or get your smart self off the phone and fix the issue yourself. Stop calling in for dumb how to questions, read the manual, or do a google search.   

      • Kayleetay86

        You mean to tell me that I can’t go to a grocery store to have my oil changed? This is an outrage, I want your manager ;)
        Love it ;)

        • None

           Hey.. T-Mobile Really does have some of the most STUPID customers out there.. ” I had a customer call in and say. My phone is not working. I have this blackberry from ATT and it can not get 4G service in T-Mobile. You need to give me a FREE T-MOBILE PHONE because I am not getting what I am paying for. I was like SERIOUSLY!!!! Dude.. Put a gun to your head and do us all a favor !.. T-Mobile Created spoiled customers and the upper brass has no clue how or why the service reps get so stressed out. I think we as a FRONT LINE should SUE T-Mobile For Health/Stress reasons and take that 3Billion dollars that ATT gave them since they are firing people when they said they would not do that!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

      • WirelessRefugee

        Sorry, can’t read one loooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooonnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnngggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggg paragraph.

        Try hitting the “enter” key at each new thought.

        • Karma2713

          You must be a loyal tmobile customer (read:idiot) who is too lazy to read. It was no new thought, the whole thing was about idiots such as yourself!!!

    • KT

      thank you…you really speak up for us.  
      there’s alot ppls want them gold platter with diamonds handed to them for free!!!  

      those are the ppls cost the most.   they alway just want something for free, and don’t care about others.   they f**K up they own credit and don’t care.  but, at the same time they cost your income.  

      i think the we should stop all the underemployment insurance.  so, this will forces ppls to get a job and pay for them own food and not just sit on A** asking for free lunch.  

      and also will make ppls wanting to keep them job and not 50/50.  

      oh let me tell you what is 50/50.  work 6 months out year and sit 6 months out year. cause, other hard working ppls paid for them lunch.  

  • denise

    As an affected Tmobile employee in the Brownsville site it definantly is devastating news to find out not just myself but all of my coworkers will be loosing their jobs…the way things are going in this economy its the worst thing ever…working at Tmobile has given me the opportunity to provide a good life for myself and my family and there is not a day that goes by that im not thankful for my job….everyone has different situations some of us have a family to feed,.kids to clothe, a home, car payment and the lust goes on….it was good while it lasted..i never thought id see some of my coworkers in tears due to this breaking news….I feel like im stuck somewhere and dont know where to even start…..In a company its crucial to make revenue and sales however Tmobile set certain requirements to meet on this putting alot of pressure on employees and we turned our focus more on that then living the values and going the extra mile with courtesy and concern with our customers because overall us and our customers are what makes tmobile! decisions have been made and it is what it is all we can do is think positive and new and better opportunities will come our way….it may not be an easy road but god never takes away something from us and replaces it with something better!

    • Avif

      While Im sorry for your personal situation, you seem to have said some of the problems.  Tmobile has stopped focusing on customers.  Many – not all but many – reps no longer go out of their way to resolve customer issues.  Many are rude, incompetent, out of touch – often nasty for no reason – or just hang up or give customers the run around.  I don’t think its a coincidence that Tmo came in last in the JD Power customer service rankings and continues to bleed customers.  As someone who has been with the company for 10 years and is not going to renew with them, I have seen a deterioration in service in the last 18 months.  Ive been horrified to be honest with you…even the retail store employees have been complaining to me (off the record).  If customer service reps don’t provide good customer service, customers are going to leave and your jobs will become expendable.  That is what happened.  

      • guest

        Thats the bad thing you can say happend..not all csr’s were committed to providing that world class customer service anymore as they focused more on other things or were simply there for a pay check…not providing a good experience for the cust is closing the door yourself to a sale….I feel I gave it 100% everyday but unfortunantly these are the consequences to mistakes that have been made by everyone as a whole

        • Callmeotter

          Exactly…If you’re good at what you do, try going to Apple.

  • InvisibleHand

    T-Mobile customer service went downhill in a hurry–but not because of the people. The most skilled carpenter would have a hard time building a cabinet without any tools. The other problem with great customer service is that it attracts the customers needing the most service which gets expensive as well.

  • JohnnyB

    Ironic as I has a long chat with one of the live chat operators just last week detailing all my recent problems with Tmobile and I told him I didn’t understand why so many employees were so rude and or incompetent because in the end, its going to cost them their jobs.  He said it was the best conversation he had ever had with a  customer, but at the same time he said it was heartbreaking to here my experiences and comments.  It sounds like Tmo is trying to do right by them, but I hope that some of the a-holes and idiots Ive dealt with over the last months are part of the dead weight.  They need to get rid of bad employees  – not just random call centers.  And does this mean people are going to be complaining even more about automated systems and outsourced reps in Asia?  Doesnt sound like progress with those last place customer service rankings.  But I guess I shouldn’t care as I won’t be with Tmobile by the end of the year anyway.

    • Karma2713

      I find that the incompetency is mainly on the part of the outsourced workers. When I was in tech care, I got calls that made me say, they told you what… it just simply was not true what they were told. I really don’t buy the rude part, because in my experience I was rude when I didn’t send you a free galaxy s 2 or when I told you that the phone from exchange was refurbished and not new, or because I don’t kiss your butt and give into your every demand. In fact, I worked with some of the most courteous people that I have ever worked with in a call center on a rep level. My question is: how were you treating the rep? Rudeness is relative. I remember one customer told my senior rep I was yelling at her, my senior was like I sit right across from her if she was yelling, I would have heard it.

  • SeanInWichita

    For those of you that have dodged the bullet this time, you’d better get a hold of your local, or national, CWA rep ASAP and get organized like AT&T.  This is just the beginning, but there is still time, although it is running out.  I say this as a truly concerned former T-Mobile call center worker.

    • Lotto4141

      By the time a union could be formed, and then voted on, it would be at least a year and half. 

    • Agozyen

       And what would a Union do except drive T-Mo to move more of their operations overseas?  Unions aren’t the answer.

  • Tlinthagr8

    Why don’t they just cut all them india motherfuckers. Can’t understand their asses anyway.

    • TruthHurts

      One problem.  They are NOT IN INDIA…….. they are in Honduras and the Philippines.

      • WW

        I’ve spoken to call center reps for AT&T (land line and DSL support) based in the Philippines and those guys’ English has an American accent.

      • Callmeotter

        and mexico too -but the mexican rep I had was FANTASTIC!  Best ever- The Phillipines ones are like an episode of Punkd

  • Rgvmom2@yahoo.com

    The Day Sue Nokes left was the day T-Mobile started to head the wrong direction. She was a true leader that cared about the front line and treated people with such respect. That all changed when she left. It was a matter of time that this would happen. Sorry but the Brownsville Site went down hell in a very short period of time. The frontline deserved a better leadership team. Had they done their jobs better and kept the site performing maybe Brownsville would have been spared. The current leadership team they have did nothing to put Brownsville in a secure place. And due to this many lives are being impacted. I think they should insure the frontline are taken care of and let leadership be the ones that should worry.

    • Oompa1369

       I think Sue is now with Sprint.. Maybe you can try working there.. I heard they are hiring now that they are 3rd in JDP!!!

  • Jrconpar

    I am currently employed by one of the call centers that will close down, due to the direction the company started taking I am not surprise at this current outcome, to all my T-mobile co-workers being impacted hope you will find a new rewarding job, To the T-mobile co-workers not being impacted hope going back to basics keeps you employed

  • Tonya Hamp

    With all do respect to the people who lost their jobs, I just fired TMobile…They had lousy service and their unlimted plans aren’t really unlimited as they advertise.  My bill was double what I was suposed to be paying on one of their unlimited plans.  I called customer service and spoke to the supervisors and nobody was willing to help.  Despite my $250 cancellation fee, I left.  They didn’t care to keep my business and now their business is slowing down…As the old addage goes, you reap what you sow!!

    • shut up

      With all do respect you probably dealt with an outsourced person and read your contract the terms as reps we have no control over rate plans and features it is customers like you that I won’t miss at all

      • http://www.facebook.com/profile.php?id=547940103 Whitney Danielle Pyant

         Why do you guys do that?  Almost every single person on here who said that they have left tmobile you guys called them a troll.  Newsflash Tmobile is not all that otherwise their butts would not been in this position in the first place. Tmobile lost over 800,000 customers last year so are they trolls? It seems that the biggest trolls here are you guys

    • Trollerderby

      The phrase is “all due respect,” madam. Please note this for all future internet-based condescension. 
      Please enlighten us as to how your experience is with your new carrier. We who read a T-Mobile blog just love to be regaled with tales of superior customer service, lower prices, better phones and skittle-farting-unicorns from whatever company saw fit to take you in.
      Seriously, do go on… I shall sit here madly clicking the “refresh” button on my browser until such time as your uncannily astute observations grace my eyes.

    • Kahuna

      Troll. Bet you been calling 411 and live links lookin for a man on your unlimited plan… oh wait those don’t count. Talk to a supervisor to boss your way around when you’re the imbecile. I remember customers like you.

    • dananna

      You must be a troll. Termination fees are not 250. 200 tops. ATT employee perhaps?

  • Ramblergirl

    I am so, so sorry for those who received this awful news today. I am also saddened by the suspicion that there’s no net loss of employees ultimately, just a net loss of American ones. While I don’t fault leadership for attempting to stay competitive and know that outsourcing is a fact of modern life for the company to survive, the quality of outsourcers and their lack of training shows more than words and slogans that that there will be no jdp awards for a long, long time to come. If you can get outsourcers to work for pennies on the dollar, you can also train them and hold them accountable for pennies on the dollar.

  • VoiceStream

    As I have worked in customer service and now in sales for a combined 12 years… Now the company wants retail to be doing the job that customer care should be doing and trying to activate 10% more and having us do double the work… Give retail more tools to help save customers or keep all customer care reps and let retail focus on activations and expanding the business… I have friends that are in the call centers, I am sorry… One thing I don’t understand is why make a sales lead position and not have them sale??? Why take the best sales associates away and have the store numbers drop… They should out sale everyone in the store to grow the business

  • Magmaspawn

    is that pic  of tmobile call center from oakland?

    • VoiceStream

      I think its Redmond

  • PAgirl0421

     I am also one of the many people effected by this change, and I have to say I am saddened and disapponted in the company I onced loved.  I have been with t-mobile for 5 years as an employee, and 8 years as a customer, and things have changed so much that it hardly compares to back then.

    I watched as the focus went from customer satisfaction to company growth, and while the two are not mutually exclusive, t-mobile was not very good at bringing the two together.  In their effort to make their employees more efficient to cut costs, it put such stress on the employee that the frustration inevitably came through on our calls.  Nobody wants to lose their job because a stat wasn’t meeting company standards (for example, in technical care, “business standard” is 800 seconds for call length…so if you are on the call for more than 13 minutes, then it is not efficient enough for the company).

    To all of my fellow employees who are also facing this change, always know that when one door closes, another one opens.  And for the remaining employees who are indirectly effected by this, I hope that T-mobile understands how lucky they are to have you, and make strides to reduce the stress you have in your workday, and also work towards bringing back that world-class customer service that made T-mobile the great company it used to be.

    • FD

      Interesting cuz I had a US-based rep hang up on me after a 5 minute call saying he couldn’t waste any more time explaining to me…and I had an ‘outsourced” rep in Mexico give me the best experience Ive ever had with Tmo (similar to an Apple call) where he spent hours and even broke the rules to call me back the next day to followup and see if the problem was solved.  He also bitched about the Phillipines – which I told him was just horrendous – and was not only helpful, caring but smart ….

  • WirelessRefugee

    Having dealt with a lot of mergers and acquisitions, and counseled hundreds of terminated employees, my advice to you if you are getting terminated, get a job, any job, until you find something you want to do.

    Many times people get caught up on finding something in their career field or profession, or finding something where the pay is the same or the position similar (such as a supervisor or management position).

    Check your local Target or WalMart and see what jobs they might have. Consider restaurants.

    Consider going back to college, working part or full time, and getting that symbolically important BA.

    And while not everyone can afford to do so, consider volunteer work. Not only does that lead to employment offers, but that is a great way to network.

    There’s many benefits to working, doing anything to get you out of the house. You become more attractive to prospective employers (about 80% of HR managers interviewed said they tend to hire someone currently working over someone unemployed.) Your self esteem stays high if you are working. If you stay home, you will fall into a depression.

    And obviously, bringing some money in always helps. Plus, it never makes sense to hold out for a $25 an hour job, when you could have spent the last 12 months making $15 an hour.

    There’s a lot more I could say, but you get the idea.

    So quit feeling sorry for yourself and find a job.

    • Guest

      That’s spot-on advice.  I was at the Springfield, MO center until about a two months ago.  The site dropped about half of the staffing that it used to have, PTO would never get approved and people would just call out for a day off.  We had so many managers that didn’t have teams to manage, and would spend the day making decorations or monitoring people or lumped into some “special project”.
      The day management started making people sign notices that their jobs can be terminated for not meeting stats was the signal for me to look elsewhere.  My supervisor was in tears during the “discussions” that she had to have with people. It’s a horrible thing thing to do to anyone, and it’s clear that this again is crap being dropped from above.
      TMO used to be a great company to work for, but I honestly tell you it isn’t what it used to be. The atmosphere was so dark and gloomy compared to what it was 2+ years ago.  In all reality today’s environment would only be a job at best, not a career opportunity like it used to be.  I know that people have their livelihood at stake, so I’m not trying to paint a pretty picture.  But honestly, all the perks that you used to have were to buffer the people that would make your day Hell/boost morale… and those perks are all but gone now. 
      It took a month and a half of digging around, but I found a job that’s better paying and I don’t have my job dangled over my head every time I walk in the door.  Change sucks and it’s scary as Hell, but things happen for a reason, and it’s just a bump that’s going to nudge you to a better future. I wish all of those affected nothing but the best, and hope that Mr. Humm ships his DT business model back over the pond soon.  His letters seem so insincere and insensitive…

  • StopTheFreeMasons

    I have worked at tmo for 6 1/2 years and my call center got spared. I am scared as hell though. I dont think we going to be there long but oh well they would be doing me a favor. I hate working there but pay is well. USA call centers are not the issue. I will tell you the issue is outsource care they always tell customers some outlandish info that I dont know how they got it. The issue with tmo is outsource cust care, terrible store reps that only care bout sales and not tech which i understand cuz thats how they make money so they need tech rep in every store that just deals with tech and has tier 3 resources and knowledge. I also gotta say I HATE the automated system, people dont know what to say to it and it doesnt understand anyone soooo customers always get in contact with wrong department. The time ive been there its always “we are working on making it better” WELLL WORK HARDER CUZ ITS BEEN OVER 6 YEARS IVE BEEN THERE!!!!! One more thing wrong with tmo is get the damn iPhone, stop waiting and get it for customers have a choice to get there lame iphone, my opinion that its lame. lol Fix these things and you fix tmo!!!!!!

  • broken

    I work at lenexa call center and am very heart broken at this decision. This company was once the best company there ever was to work at. Even in last 2 years they have pushed for sales so much but we still had fun. Ya we might of complained but we really were like family. My coaches became my friends and honestly cared about us and that’s unlike any other place I’ve ever worked. I will truly miss everyone of you and all I can say is let’s make the best of the next 3 months together and make memories to treasure!!!

  • TmoCSR

     the reason nobody can tell you how to improve it is because its 100% out of our control.  if i solve a customers billing issue, and them tomorrow their phone malfunctions and they call back to fix THAT, we are dinged for it.

  • TooKool

    While I am so sorry for those affected with the closures, I must say that I was not too surprised when I heard. There is such a low call volume that most departments have been in the ‘blue’ for a while. Tech, almost everyday. That is because most of the troubleshooting is done by the General Care Rep. The CSR has one of the most widely diverse job requirements and highest expectation of excellence in all requirements. This makes the CSR one of the most difficult job to keep. 
    Stress in the call centers have been high. Change has been the key word for a year now,
    My heart goes out to all those affected. If you can, take the relocation. If not, use the resources being provided. While I don’t like the fact of the downsizing, I must say that T-mobile is being generous in the layoff procedure. Severence pay? Two months of COBRA? Job placement help? Unheard of in most corporations out there. I am NOT an troll with T-Mobile singing their praises, just a person who has dealt with downsizing in other companies (my husband’s job) and KNOW that other companies don’t do this.They just say, here’s your last paycheck, wish you well, and we probably won’t fight your unemployment. 

    • hates gen care

      Most of the troubleshooting is done by gen you’ve got to be out your fing mind gen care screws stuff up worse more times then I can count so don’t give this crap that gen care is the end all be gen care says are you on your phone have you turned your phone off ok let me look into something then cold transfers customers to tech learn something before you talk again moron

      • Nobody

        I’m guessing you’re tech. Have you seen how dumbed down the the troubleshooting flow is? I always thought it was a deliberate thing. Management didn’t want Gen to really be able to fix anything but the most basic things, or we’d have more info to work with. Transfer for a master reset is just dumb.

      • TooKool

        Thanks for the name calling and attitude. Nothing of substance said here. Just bile. I am going to probably be pretty safe when I assume you are probably one of those customers that call from the phone that having the problem, argue with the rep for 19 minutes before finally getting you on another line so some troubleshooting can be done, during all this time berating the rep with snide remarks and worse, then after so much abuse, likely refuse to give any straight answers to any basic questions. If you do answer some questions, it is usually only after 2-5 minutes of more verbal assaults. The rep may then transfer you to tech just to get rid of you. No, the rep should not do that, but then neither should you. If I have not spoken to you directly in the past, I have defintely spoken with someone like you. Honest frustration with a device is empathized with. Abuse usually sparks no empathy at all. Reps are human after all. As for the name calling, well… as the old adage goes…a fox usually smells his own hole first. Get over your lack communication skills and creativity and allow someone to actually try to fix the problem.

  • The Humminator

    How many people noticed that had the timing of this mass layoff been any later, the 3300 people who will lose their jobs would still be paid the 2nd installment of their retention bonus? And now they won’t, saving T-Mobile more than $2 million. Hmmm, coincidence? And that the call center in the Philippines doubled in size 6 months ago, but none of the layoffs are occurring there? Hmmm, coincidence?

    • Guest

      Employees will still get retention bonuses as promised…

      • The Humminator

        Not if they’re not employed at the time of the payout. The payout is scheduled for late June, do the math.

        • Nox0202

          You are right. I was working for t-mo until recently, and its true, after the merger, they really started cutting cost. T-mobile also like to close positions after people quit or are fired, so no news of reduced work force.

        • Guest

          that is not so… if you were an affected employee you would know that as long as u are employed through 6.22 (last day the sites are open) u will get the retention bonus. 

    • Jeffreygreen1315

      I was wondering if I would be able to understand the CSR again…thanks for the answer…NO!

    • MCZ

      Meaning that now retail stores will be extremely busy with customers trying to solve their pronlems at the stores since they can not understand a word from the reps on the line an because they end up messing their accounts. We have lost all our great customer service during the past months and now customers try to avlid calling to avoid the aggravation. They say they dont want totalk to “Peggy”. Hence, my store and others are packed with customers trying to solve issues and wasting our time and money because helping them doesnt generate commision for us. Retention bonuses wont be paid since there is no retention. Severance packages will, only if they dont start firing reps for any xyz reason.Im sure they will try to fire as many as possible to save the bux. Im glad I transfer to retail but still disappointed for the company that was always proud of keeping their jobs in the USA. TMobile hasnt done anything else but disappoint me in the past 3 years. I have been workinh here 9…and still remember how much I liked it the first years. Time to update resume..

      • BuhBye

        I let my contract lapse and Im trying to deal with prepaid for a few months until I move to the next gen iPhone.  Ive been dealing with those Phillipines reps and I can tell Tmobile it is destroying your brand reputation.  Any thoughts of my staying with Tmo evaporated after dealing with these reps.  Not only do they have trouble speaking and understanding English, they know nothing about TMobile’s rate plans, policies, handsets etc.  its a joke.  The head of Prepaid is Mike.Katz at tmobiledotcom – let him know what you think

  • Nox0202

    Like I said before, T-mobile is Broke. I know people want to argue, but its true. I was working for t-mobile after the merger failed, and they cut store budgets like crazy. Customer service in stores died because we have no staff.

  • Tmoble

    It’s now a surprise I work in t mobile and I saw it
    coming the amount of pressure that put on to sale and for us make our number
    was slave like. But now all hard work is left in the dust and a lot good people
    are now in the hands of a feature that have no up’s. I could tell you when news
    was deliver many cry, some got angry and many were desperate. it s a sad day in
    magenta world but for Mr. Philipp Humm which was hire to sale T-Mobile and fail
    it not near as hard as the front end employees that are busting our backs to
    get the work done. A few months ago we were assure that no closures were going
    to be made with a smile face and an awkward feeling we felt that this day was
    going to come. It’s wrong and the level of wrong cant not surpass our pride as
    individuals it is a business and soon or later the all mighty will come down
    and guide all this employees like Moses guide his people.

    • Jay

      I completely agree with you.  T-Mobile says they care about the frontline but in reality don’t give a crap about them.  I left T-Mobile back in November because I knew that something was happening.  It all started when Sue Nokes left then Robert was asked to resign.  T-Mobile was a GREAT PLACE to work when Sue and Robert were there when they left thats when EVERYTHING changed and customers felt the changes and simply dont want to hear about what new things is offered when they call about a problem. 

      • Fred Flintstone

        Sue Nokes was an excellent leader – but a horrible person to people. I personally watched her gripe out an RSA that asked a question in an open forum. Wasn’t sad to see her go. 

  • phunk

    The interesting part to me is that he announced a restructure in other parts of the company too and I don’t see many people looking at that. :O

    • Gouv

      restructuring REALLY means he’s going to try and manipulate Q1 results as someone pointed out already by cutting jobs. Also tmo likely needs to downsize because they haven’t been growing at the pace needed to justify these call centers.  However I see this as a bad move to get rid of that many but I really think they are that strapped for cash with all the DT is skimming from them.

  • TmoGuy

    T-Mobile front line is also being reduced. The company is not laying off any store employees, but we have seen a 15-20% decrease in store labor budget hours across the board for stores. It is easy enough to say no one in a store is getting fired but when a little store loses 25 hours a week and a big store loses 70-100 it is basically the same thing as firing someone. They are just spreading the suffering throughout the whole store. Most people have not done their schedules for April yet, but as the budgets came out yesterday with the announcement the call centers will not be the only ones with a reduced capacity for service. Just the beginning folks…

    • TmoGuy

      On an upside the front-line now only has 35 Key metrics we need to hit! My co-workers who have been with T-mobile their whole careers are freaking out. I just laugh. This is TRUE retail. Beat up your employees until they can’t take the stress anymore and then toss them out like trash. The funny thing is when all these middle managers don’t see anything coming and just keep pushing, only to one day get their own pink slip. I actually worked for a company that had HR do all the laying off only to turn around and lay off all of HR once the dirty work was done. They sure as hell changed their tune once it was THEIR job being eliminated. To everyone being impacted by the changes, good luck, we are going to need it. Customers tend to lash out at the people LEAST in control of their problems. I dropped my phone call ten times on the way home last night. I personally think it is a miracle every single time we activate a phone and it does not get canceled immediately. I understand every company has their issues but customer service is not the only thing that has been deteriorating over the last 18 months. We went from terrible internet speeds with great call reception to super fast internet speeds with horrible call reception. Oh well, what can you do?

    • NoX2o02

      I couldn’t agree more. I worked for Tmobile until March. And now I’m on to bigger and better. But You are right. Tmo has cut budgets in stores to nothing. And as peopel leave, the position closes. That way there’s no news of layofffs. Sorry  to hear they cut budgets again. Before I left, a higher-level maanger told me  they were looking to shut down a couple stores as well, but that would be based on several factors such as how close one low volume loaction is to a higher volume one, and of course, when the lease is up.  
      I styated on this site before, I left that is was getting bad, and poeple responded that I was wrong. Truth is, Tmo has money but they are trying to save themselves as a company, and reducing the workforce to do that. This will cause far worse level of service, as stores with fewer employees can not aid as many customers. Meanwhile, employes are feeling the stress. Some even looking for new jobs.