T-Mobile Drops In American Consumer Satisfaction Index, Now In Fourth Place

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I look at each of these studies and wonder if the questions were a little different or if we caught someone on a different day, would their answers have been different? What I can’t do is argue that T-Mobile continues to be on the losing end with a fourth-place finish on the new annual study from the American Customer Satisfaction Index.

On a scale from 0-100 the overall score was a 72, a 10-year high in the industry. At the top end was Verizon with a 73, a 4% gain from last year. Sprint surprisingly stayed steady with a score of 71. AT&T aka the “death star” scored a 70, a 1% increase from last year. T-Mobile brought up the rear with a 68, down 1% for the second straight year.

Customers rate the reliability of wireless service in terms of call clarity, dropped calls, and network coverage. Unfortunately, T-Mobile’s fourth place finish echoes their recent JD Power results and it’s clear that there is plenty of work for the UNcarrier to do to change perception.

As for the devices themselves, Apple lead the ratings with a score of 81, down 2% from the previous year. Samsung gained 7% for a rating of 76. Google owned Motorola had a rating of 77, Nokia at 76, HTC at 72 and LG down 5% with a score of 71. Oh, and then there was BlackBerry trailing with a score of just 69.

Fierce Wireless via Press Release

 

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  • rog27

    Cut phone benefits, cut raises, cut employees, cut hours….go on tmobile, treat your employees like disposable assets and see how they treat your customers…go on.

    • Zacamandapio

      I believe in customer satisfaction. But I also believe in employee satisfaction as well. If you are not satisfied where you work, why would the customer have to suffer? Just get out and find a new employer.
      You either do your job good or don’t do it at all.

      • rog27

        You’re making alot of assumptions that I am dissatisfied, no one person is responsible for this decline in customer satisfaction, its the company morale as a whole…morale is at an all time low.

    • UglyPete

      leaving Tmo when i did was the best decision i ever made. I have now been working with verizon for one year and couldnt be happier. I got a good raise, make great commission, get a great phone discount, am treated great by management, allowed to work 60 hours if i want to (tmo wouldnt hire me full time…. 28 hours max) and best of all, i get recognized for the great service i provide.

  • rog27

    Cut phone benefits, cut raises, cut employees, cut hours….go on tmobile, treat your employees like disposable assets and see how they treat your customers…go on.

  • â“œ@®!â“ž G@®CI@ â„¢

    Off topic but for the Tmonews readers in Los Angeles where you at? Tmo flipped the LTE switch yesterday night 10pm here in my city of South Gate be on the look out 20mbps down 10mbps up

  • â“œ@®!â“ž G@®CI@ â„¢

    Off topic but for the Tmonews readers in Los Angeles where you at? Tmo flipped the LTE switch yesterday night 10pm here in my city of South Gate be on the look out 20mbps down 10mbps up

  • Ken Clark

    As a former Tech Rep, I know that the Reps will get 100% of the blame for this. No one in management will accept that their policies and call metrics are very much the reason for this drop.

    • http://twitter.com/tweet2make ju ju beans

      of course..they are the ones interacting with the public

    • fentonr

      So, I’m a front line employee and I would have to say, if I deal with 100 problems, about 10 are going to be problems caused by other reps, 5 will be caused by a big box retailer saying something stupid, and 3 will be issues because of a stupid policy. The rest are due to care not knowing policy, miss informing customers and taking the wrong actions. Its worth pointing out that these are just guesses, and of course it can vary. Its also worth pointing out that there aren’t many stores near mine so the problems I see due to other reps are probably lower than at other stores. Still, my guess is that somewhere around 80% of the problems I see are due to care, its management’s fault for not training them, its the reps fault for just being so bad at their jobs. Nothing makes me more mad than calling in and talking to a rep that tells me they cannot do something when I’ve had that exact change made for another customer in the last hour and I’m looking at the community document explaining that it can be done. But yes, lets hold the managers who don’t interact with customers responsible for everything.

  • Ken Clark

    As a former Tech Rep, I know that the Reps will get 100% of the blame for this. No one in management will accept that their policies and call metrics are very much the reason for this drop.

  • brian909

    It is really is their voice coverage. They have better data coverage than Sprint but their voice coverage can get spotty.

    • fentonr

      Huh? I’ve seen the exact opposite. I can make calls basically anywhere (unless I’m really in the sticks) but data isn’t worth trying unless your in a good sized city.

      • Dakota

        Even then it can be spotty and the range of speed from one area to another is huge. You can go from .1mpbs to 4 to 9 all within a couple miles

  • annoyed

    I called T-Mobile the other day and got switched over to customer retention and they did anything but try to retain me as a customer. It was nothing short of frustrating. I would honestly be okay with paying more for better service. Actually T-Mobile raised my family plan of 4 bill to $300 per month and couldn’t explain how… so I’d be paying less for better….ugghh

    • fentonr

      Dude, go to a store, you should be able to do better than that.

    • Guest

      That happened to me when I transitioned from their old Family Talk plan to their new Simple choice plan. They double billed me on data. I tried explaining that to their customer care rep and she basically told me that I was crazy and kept repeating to me I was wrong. I asked to be transferred to a supervisor (probably her friend) and she was even ruder than the first. I thanked her and ended the call. I called the Loyalty department (just say cancel at the prompt), they looked at the bill and within 2 minutes they realized the mistake. I say cancel.

  • Deadeye37

    “Customers rate the reliability of wireless service in terms of call clarity, dropped calls, and network coverage.”

    The HD voice helps with call clarity, although I’ve never had a problem with call clarity in my area – same with dropped calls. However, I think network coverage is definitely where T-mobile is getting hit in this Index. T-mobile has the smallest footprint out of the big national carriers, but they’re not expanding that footprint. Sure they’re bringing LTE/HSPA+ to their main markets, but the coverage is not consistent. And if you go rural, your data drops quickly to edge or nothing at all.

    IMO, T-mobile needs to work on expanding their network and getting their data network consistent in all the markets.

    • fentonr

      Agreed, they’re screwed until they can get the network under control. While I think they’re aware it needs to improve, I don’t think they get the real extent of the problem. When they talk about improving the network, its always talk about improving call quality or lowering the dropped call rate. I don’t care if my calls are dropped once in a while, I want better coverage, not just in rural areas but in cities too.

    • Dakota

      Yeah I find friends with ATT have the most problems with dropped calls…but its the data that hurts Tmobile and the lack of coverage. Even if in some areas their HSPA42 is faster than others LTE or at least comparable, the lack of LTE is just another perception problem that makes people think Tmobile is an inferior carrier (same with their not getting the iPHone until now…People were wondering, whats wrong with Tmobile that Apple doesnt think the iPHone would fit with their network)

  • Deadeye37

    “Customers rate the reliability of wireless service in terms of call clarity, dropped calls, and network coverage.”

    The HD voice helps with call clarity, although I’ve never had a problem with call clarity in my area – same with dropped calls. However, I think network coverage is definitely where T-mobile is getting hit in this Index. T-mobile has the smallest footprint out of the big national carriers, but they’re not expanding that footprint. Sure they’re bringing LTE/HSPA+ to their main markets, but the coverage is not consistent. And if you go rural, your data drops quickly to edge or nothing at all.

    IMO, T-mobile needs to work on expanding their network and getting their data network consistent in all the markets.

  • tmojohn

    It’s because the employee’s hate working there now. The upper management has blamed everything and anything they can on employee from frontline to call centers. There is no accountability on the management team. It seems as though they sit in Seattle and think of ways to waste money (right-fit guides, small business, failed promotions, etc) the list goes on.

    • David Lebron

      Second. If I have to T chart one more person, I’ll snap

      • fentonr

        I think that is a pretty broad statement, not everyone hates working for T-Mobile. That said, I’m going to have a ritual burning of those T-charts.

        • tmojohn

          You are correct with the broad statement but I’ll say a vast majority of the people I worked with did and some still do.

  • TJ

    I love T-Mobile and don’t plan on dropping them anytime soon but I have noticed a huge increase in the amount of dropped calls and times when my data service just cuts out for 30 seconds up to a few minutes then comes back online. I don’t know if anyone else is experiencing that or not but it’s kind of annoying.This started around the January February time frame and It happens on different devices so it’s not just the phone.

    • http://twitter.com/tweet2make ju ju beans

      i agree and i’m only gett 7Mps on 4g in DFW/Texas

      • Dakota

        youre lucky – Im lucky when I get 4 on an mvno …While a few times its gone as high as 10 – it often is a lot lower…Ive got speed tests at under 1…I sometimes wonder if Im on Sprint

      • TJ

        Ya. I’m outside of Austin. I was getting 14 Mbs down 2 -3 up. Now it’s closer to 7 down. I’m hoping it’s just T-Mobile adding the LTE towers causing the issue. Either way I’m happy with T-Mobile. $60/ month and I have unlimited everything and my data doesn’t get throttled.

  • tmo_employee

    this survey is correct. if anything customer service is even worse than than it states. all post paid customer service is over seas now. they send every customer into the store to fix things they should be able to. for example t-mobile no longer has activation fees why do they send the customer to the store to fix a bill for being charged an activation fee. its funny that when t-mobile closed the call centers they said no jobs were being moved over seas & now when i pick up the phone to call customer service departments which were once in the states number transfer center, activations, business verification all over seas now

  • http://twitter.com/tweet2make ju ju beans

    not surprised by how bad the customers service reps dont know their own products and lie to people all the time

  • galaxymaniac

    Price is the only reason a majority of people Stick with T-mobile… its like Walmart, you might get lower prices, but live with horrible stores, and less stellar service than local chains… many people still would take lower cost over quality or service.

    • Sapphiraa

      Not to mention working at a Walmart is the worst experience I’ve ever had.

      • Dakota

        I often talk to Walmart employees the few times I go there (My prescription plan requires me going there so sometimes I then buy a few things cuz they are mostly cheaper) and its so sad. They are all so dejected, grossly underpaid, say management doesnt listen to anything they say, and several of them started crying…Its sad. At least in my area, they deal with a lot of uneducated low income people and the sad truth is those people dont expect better service and dont realize they should demand it

    • Guest

      The price used to reflect their smaller network and not their customer care. Obviously, the price now reflects their network and low customer care.

  • http://www.jeffkibuule.com Jeff Kibuule

    5 points less than Verizon at half the cost. I can live with that.

    • Zacamandapio

      Ha ha.
      My point exactly.
      But I believe T-mobile still needs to improve in many areas.

  • Lance

    I just really want them to free google wallet. I rather enjoy my service minus blocked applications, being charged to hotspot and slow LTE rollout.

  • Guest

    I miss the old Tmobile.

    • Zacamandapio

      Which one?
      GPRS? or the CS?

  • Gsm Helper

    TMO grade should be a lot LOWER. My last upgrade with TMO is not good at all and I’m a long time TMO customer. When you call CSR, you got 1 out of 10 good service call.

    • Guest

      You got 1 good customer service call. I’m surprised you got even one. I say cancel!

    • I-Troll-U

      I’ve probably talked to Customer Service on the phone 4-5 times. Once I actually got an Indian lady who spoke fairly good English and was very helpful. The other times, I couldn’t tell you if they cared or not because I couldn’t understand a darn thing they were saying. I now just contact them via the web chat because at least the pre-written stuff is in English and you can understand what is being posted. It might not be right but you can at least read it.

  • I-Troll-U

    I’m loving T-Mobile but I would have to say that their CS really blows…

    • Guest

      In terms of call coverage and data speeds. Everyone that’s even read these boards know what they are buying into but they at least made up for any deficiencies with their customer service in the past. I have been a Tmobile customer since the days of Voicestream and left for a few years to ATT but when ATT merged with Cingular they went downhill fast. I went back to Tmobile 7 years ago but now I am debating on what to do. I might as well go to Verizon and pay double and get better coverage and customer service at this point. I say cancel.

      • Dakota

        Well the truth is sometimes people put up with bad service for cheaper prices. Thats the trade off. Look at Walmart. (at least the one near me looks nothing like those friendly people in the commercials..Theyre more like walking zombies with the supervisors being among the rudest people Ive ever encountered in retail

        • Guest

          I agree. I am looking at Verizon now. Time to move up to Macys. I say cancel.

  • lastxit

    Sad to see some of these remarks. I’ve been with T-Mobile since they purchased Voicestream and have had exemplary customer service over the years. I’ve encountered a few bad eggs, but overall I’d have to say I’m still happy with it. TMO has gone above and beyond for me more than once. They would really have to screw me hard to mess this relationship up. I hope that never happens. BTW, I typically use my local store to ask questions, make changes, whatever. I like the person-to-person interaction better then a phone rep I can’t put a face to.

    • Guest

      Have you talked to customer care in the last month? That group has changed a lot in the last month. I only talk to Loyalty department now. Seems like the original customer care people are all there now. I say cancel.

    • Zacamandapio

      +10 4 You.

  • Mike g

    I really hope ppl over at corporate tmobile look and read these comment bc a lot of them are true. I’ve worked for tmo for about 5 years the quality of knowledge the ppl in the call centers has is horrible. The amount of customers that come in for dumb reasons is amazing and half the time there is no reason for them to come in, (check for water damage, change of responsibility, print out of a bill which u can only print 8-11pgs but CC thinks we can print the 200pgs for them) smh. CC seems to just want to push the problems to us. Bring back some jobs to the US, and make these reps that are on the phone go through better training bc a lot of these CC reps don’t know what there talking about and have to search the answer which takes 10 mins. Bc t-community sucks.

    • rog27

      people at corporate…read? HA, man they are still having meetings to figure out what BS to feed employees that they arent going to get raises.

    • kalel33

      They’re probably sending them to the stores, because if they dealt with the problem then they wouldn’t be able to make their metric for call times. That’s not a good excuse though. I will say that T-community is much better than Verizon’s Doorways.

    • Former TMO USA Rep

      A’lot of them do read these, I will attest to this. I was one of them before leaving them due to personal reasons. Everything you posted above is very true and was my experience at my location. I had been with the company about the same time you have and will completely agree with your assessment. People even took heat for something I saw posted on communities at one point when they wanted ideas on how to improve upon things. Most of the over the phone people get very offended when you mention bringing jobs back to the states and don’t want to admit that they are very much a part of the problem that has plagued tmobile for previous years. They are also in denial that they are extremely lacking in knowledge and training as well and believe (not sure how) that they are doing an amazing job taking care of the customer. When you keep bleeding post paid customers and gaining only prepaid customers that speaks volumes, why do business and sign a contract with a company that seemingly doesn’t care and want to get anywhere when you can go to the big 2, pay more but get better service overall, at least your phone will work in buildings and places you go and you know your money is being put to good use. Yes communities was a horrid idea and sucks, its difficult to get to an article quickly while dealing with a customer. Streamline was a’lot better and much easier to deal with not to mention it wasn’t horribly slow. Quick view is nothing resembling quick, nine times out of ten when they fix something they break three things at the same time. It constantly errors out and getting to things on it takes ages at times. They should have just improved the capabilities of watson and enhanced it instead. I hardly tried to use quick view and used watson because it just simply worked.

      • kalel33

        When I went to Verizon I really missed Quickview. Verizon uses a system like Samson but it’s the speed of Quickview. It’s absolutely horrible. When Quickview first came out it was pretty quick, not near the speed of Samson but good enough, but then they did a big update and the speed dropped by 1/4th, which made it lousy when having to meet strenuous CRT metrics. If Quickview would have been faster or you had longer CRT times then it would have been wonderful.

  • moises1204

    i am a tmobile customer and i must say that i do agree with the spot that tmobile is in, they in need of some serious customer service work and mean from store service reps to customer service dept, they are really badly misinformed, tmobile continues with their shady business, they really suck as a customer service, they got a lot of work to do in my opinion.

  • http://twitter.com/fightcrazy Vinny

    The truth is if you call into any Mobile Phone Carrier’s customer service dept they all are dumb as hell. They take a question and start flipping pages and see what their next move should be and start reading to you word for word what is on that page. Every Carrier is the same in the lower level of customer care. To say that T-Mobile is # 4 is ridiculous, I say to that whoever rated T-Mobile # 4 they never dealt with the other 3 Carriers, I have and T-Mobile is not # 4. Being a long time T-Mobile & Verizon Customer, I have had problems with both, honestly Verizon is the worst IMO, they just out and out lie to me. When I call any Customer Service I refuse to deal with the lower level, you are just wasting your time, that is the same with all Carriers. Just My Opinion.

    • Guest

      I agree with your statement. I have had Verizon (Work), Sprint (Work) and ATT (Personal). Tmobile lags behind all of them in network call coverage. They used to make up for it with their “friendly” customer care department. We all know Level 1 call support is always unknowledgeable. However, they do not have to be outright rude. Sprint used to be the worst because they were the first to outsource their call centers that is why I always told people not to use them. Tmobile still uses American call centers for their postpaid but at this point it does not matter because if those Americans are ruder than an outsourced group what’s the difference. I say cancel.

      • fsured

        Then cancel and move on.

        • Dakota

          Obviously many people have

        • yep is a moron

          not really since t-mobile is gaining customers…

        • kalel33

          They’ve only been gaining prepaid customers, not postpaid. Postpaid is where you make the money for a company.

        • Guest

          Everyone likes that $30 walmart plan.

    • Dakota

      People can only comment on their experience. Most people havent dealt with all 4 carriers. Some maybe 2. I just know the retail employees at the 2 stores near me t hat I used to visit were totally uninformed about Tmobile policies, rate plans and phones. I had no confidence in them..They couldnt even coherently explain the difference in phones…And often the retail employees along with the live chat and the phone reps would provide inaccurate info as well. If I talked to 3 reps, Id get 3 different answers

    • kalel33

      I can comment on my experience as being a customer care rep for many years with T-mobile and for over 8 months with Verizon. Prior to the fall of 2010, T-mobile had, by far, the best customer service in the industry. After that, the whole culture changed there and it was more about sales and metrics that made it almost impossible to build a bond with the customer. Verizon’s customer service is much better than T-mobile’s service is now but not as good as T-mobile past.

      It’s not ridiculous at all that their #4, because it’s well deserved, but it wasn’t ridiculous that they won 12 out 13 customer care awards in 2010 and prior, because those were well deserved too.

  • Guest

    Tmobile should have not gotten rid of their Value Plans. They were a great deal. A lot of people would have switched to that plan that were on other carriers once Tmobile got the iPhone. They instituted these Simple Choice plans for the iPhone and now have the Apple attitude of take it or leave it which is obvious by the way their customer care act towards their customers now. They are basically telling us to go to Sprint, ATT, Verizon or MVNO. I say cancel.

    • Dakota

      Excuse my ignorance but what was the difference. On value, didnt you have to pay for the phone in full or bring your own? You can still do that…but for customers that cant put up $600 at once, they let you pay it off. I thought thats what Value plans were…You got a discounted price if you brought your own phone but you still ended up having to sign a 2 year contract which is why I switched to an MVNO

      • Guest

        They did their whole Equipment Installment Plan. In effect, you are stuck with us for 2 years either way. Value Plan or Simple Plan. Just 3 card monte. I say cancel.

        • saycancelsucks

          how can you complain about a no annual contract? its the same thing as an mvno. i would rather be with t-mobile. verizon att and sprint charge hilarious prices for the phones and the plans. not thank you. say cancel to you my friend

        • Zacamandapio

          Is that you? Or is it me?
          I’m confused.

        • Guest

          Tmobile gives you the option of buying a device or BYOD then you have no contract of course. If you look at majority of equipment sales most people want a S4, S3, Note2, HTC1 or Iphone. Most people will have to go on a payment plan which will indirectly lock them for 2 years. It’s 3 card monte. I say cancel to myself also.

        • Jose Hernandez

          That is not correct. If you go on a payment plan you have the option to pay that off at any time. Whenever you want to pay that balance off, you no longer have any obligation with T-Mobile other than paying your bill on time to keep your service active. This is way better in comparison to the other carriers that do keep you in lock down for two years. After you pay your balance off, you can cancel with T-Mobile at any time.

          If you are this unhappy, I support you on your decision to cancel and get better service with another provider. I would do the same.

          But don’t spread incorrect information against the company just because you are not happy with them.

        • Guest

          I am unhappy because their customer care reps told me straight out to cancel. I think they were unhappy with their job and took it out on me. Unfortunately, this came from two different tier 1 cc reps. I tried my best to work with the regular customer care but decided to speak with the Loyalty department and they fixed my billing issues that were Tmobile billing system errors. That’s why I say “Cancel” because if you go to the prompt and say that it takes you to retention/loyalty department.

          In terms of contract, you are correct that you can leave at any time but have to come up with the ballon payment. However, if you are comparing let’s say ATT. You cancel, I believe the termination is $350 and $10 off each month of service. I think in the end it’s similar in terms of leaving a carrier if you get a new device from them. Is that not similar?

          Obviously, if you are trying to save money. Just buy the devices elsewhere. Tmobile sells most devices near list. You can get devices lower elsewhere. (ie Walmart, Google Play, Amazon, etc).

    • Guest

      Before you they had more options for data if you were on the value family plan. Say your wife only needs 500mb but you want 2gb. Or you want no data and your kid wants unlimited you can mix and match. The overall bill would have been a lot less. Also, they had a 1000min plan but basically got rid of that tier and forced everyone to go to unlimited talk. Very few people talk more than 1000 minutes especially with mobile to mobile free and texting. I say cancel.

      • Zacamandapio

        Then you should cancel.
        These new plans work great for me (and family). We live in the USA where the choices are many.

        Sprint, At&t and Verizon are waiting with their arms wide open.

        • Guest

          Thanks. I will. You will to after dealing with them and being billed incorrectly. I will cancel.

        • Zacamandapio

          I remember you…..

          Ha ha.

          Last time I was billed incorrectly T-Mobile was happy to give me anything that was owed to me.

          That’s the case up until now. They owe me $25 on this billing cycle from last month because one feature was deleted incorrectly (international talk&text). The feature was added and the credit for the “extra costs” have been applied.

          Goodbye.

        • Guest

          Did you talk to the regular reps or retention?

        • Zacamandapio

          Customer service

  • Former TMO USA Rep

    As a former employee of T-Mobile USA of many years (front line) it’s truly sad to see how the mighty have fallen. When I first came on board it was all about taking care of the customer and staying firm where we had to follow policy. After about a year and a half there I noticed a big change after Sue Nokes left the company. Care reps seemed less like Care and more like Sales people, I would constantly see features the customer was wondering what they were because someone they could hardly understand added them without their knowledge. Soon after jack ass (aka Phillip) the most hated CEO in company history (probably) left things changed a bit but the problem was that the care reps acted less like sales people (front lines job) and also acted less like care reps (their jobs). I agree with another poster on here, they were clueless at times when you called in, it got so bad a lot of reps would just hang up when they got a clearly out sourced rep and kept calling in to get a US rep to help them. It isn’t being biased or racist, it’s the truth. T-Mobile’s biggest issues are the following: The biggest being the complete break down of it and its customers through its customer service channels. Foremost includes the call centers and customer service. T-Mobile has clearly outsourced most of its centers and in doing so has alienated its customers who 5 times out of 10 have a difficult time conveying their message to a care rep who is from a different culture who for the most part seems not to care or seems very un-empathetic to the customer and their issue. This isn’t the customer’s or customer service’s fault, the blame here is on upper management for failing to realize how the end result would affect the customer. Theres nothing more frustrating than to call in and talk to someone for ten minutes and then at the end realize that they either didn’t understand you or sent you and wasted your time going to a store on a issue that cant be resolved in your store and having to call back in and repeating yourself all over the phone (at the store) again. I heard this many times during my tenure with the company. Retail, get rid of shady third parties you have no control over, I used to hear the customers complain all the time about local dealers (that looked like T-Mobile stores) that would be extremely rude to customers, messed up their accounts and put features on there that should have been, sold them phones they didn’t want, and also sent them to the stores because they either didn’t want to deal with an issue they could have or would not fix. Third the retail store experience, theres nothing more alienating than to have to carry around a “right fit guide” in order to write down the things the customer is saying…..First of all it makes you look like a car sales person, (no offense). The right fit guides should be called do not want to take responsibility guides because they are there in order to deter customers who come back from telling the store the rep added something they shouldn’t have. (thats why the customer used to have to and maybe still does sign it). This is very anti customer, also denied stamps are used in order to scare customers who elect not to get products they don’t want like PHP (insurance). Let the reps and store management do what they do best, sell. I saw plenty of shady things done by some reps who the management in the local markets praised as being top reps in their conference calls, theres nothing more demoralizing then to hear this in the meetings, it sets a bad example especially when you yourself dealt with this person’s customers in another corporate store location and were told by their customers that this person lied, deceived, put things on the account such as false discounts, or added lines without their knowledge when they wanted an upgrade. T-Mobile let me let you in on a secret…. GET RID OF THEM….. I know theres a’lot of resentment here but trust me when I tell you guys the competition cares a hell of a lot more about their customers than T-Mobile has these recent years.. take it from a first hand account, that list is almost right….These issues stem right from the top, corporate responsibility is zilch, squat, nada. I agree with people too, network quality has taken a nose dive, I will tell everyone here and let them in on a little secret….the question was asked at one point when would current 2g markets be upgraded to at least 3G tech to Nav Ray (guy in charge of network) direct response was don’t expect it anytime soon, in fact no straight answer was given. They plan to upgrade only cities in the for seeable future as those are T-Mobile’s top markets. In fact they plan to upgrade only these markets and hope for the best with the advance LTE tech than to sit there and try to upgrade their existing coverage. I know its a hassle and hopefully with the supreme court’s recent ruling that local governments can’t hamper the building of towers will put an end to this part of it that T-Mobile will finally look and see that especially their in building and rural coverage is a HUGE ISSUE, especially if you ever realistically expect to grow your small business and corporate business like you said you want to. I know a lot of this sounds brutal, its the truth though. I truly care about T-Mobile and it’s success, I met some of the greatest people, some of the most caring people there. If they are to grow though they truly have a long way to go, i’ll always be rooting (from the sideline) for them now.

    • Dakota

      Youre right…When I first got a cell phone it was on Tmobile and their customer service was great…It declined and declined to the point when a supervisor told me to leave if I wasnt satisfied, I did

      • Guest

        Wow. Did we talk to the same rep? Unfortunately, I talk to that rep and her supervisor. So, it’s more systemic. I say cancel.

    • Guest

      I had a friend who was a manager at one of the Tmobile corporate stores. He started as a rep there since the days of Voicestream and convinced me to switch to Tmobile when they rebranded. He ended up getting canned by corporate because he did not want to be involved with any schnanigans (similar to what you mentioned) so they replaced him with someone who could do no wrong. My friend is now a manager at Verizon as is much happier now. I say cancel.

    • Zacamandapio

      I stopped reading where you say you are sad.

      I’m sorry my friend. I hope you get better.

      • kalel33

        He didn’t say he was sad but that “it’s sad”.

        • Former TMO USA Rep

          ^^ thumbs up

      • Former TMO USA Rep

        Well i’m truly sorry you can’t read all of that sir.

        • Zacamandapio

          Ok.
          +100 4 U.

          I still stopped reading at where the word “sad” is located on the first line (depending on font, screen size, resolution, etc, etc, etc) of the paragraph of the essay.

          Better?
          Good. I’ll feel better when I go to sleep tonight.

  • Dakota

    Not only does Tmobile continue to be in fourth place but they were the only carrier to actually go down. Yes the numbers are all bunched together among the carriers but it is also a perception game, and from talking to people lately about Tmobiles new plans, I can tell peoples first reactions to Tmobile are really bad – as a poor mans carrier with bad coverage…Universally, thats been the first responses>
    Did they just do the major 4 and not all the prepaids…Id like to see those numbers too since they are wildly known for outsourcing to foreign workers which is a nightmare. (I know I just had a situation where I bought a product and the tech support was in India. The guy barely could understand English and everything he said was wrong and he just screwed up the process entirely. I then returned the product and bought another brand and got a US rep who then explained everything clearly, but the Indian rep screwed things up so poorly that Ive now had to hire a professional to finish the job)

    • Zacamandapio

      Half right.
      Sprint is also going down.

      You notice that At&t and Verizon keep going up? Lets take Verizon for example, they have great coverage and customer service and all the bells and whistles. How do you explain a terrible company like At&t gaining customers? Believe me, I feel right at home and I’m not going back to any of those companies anytime soon.

      • 21stNow

        Maybe AT&T isn’t so terrible to the 90+ million people that use the network.

  • peralta61

    I been with T-Mobile since 2007 and customer service was better then …. Funny I call T-Mobile yesterday to ask for a loyalty discount and they gave me 10 off for six months so they made me feel like a satisfied customer thank you T-Mobile ….thank you T-Mobile for your great prices and every time I need anything T-Mobile is there for me

    • Guest

      I got the same discount too but they used to give $100 before. I say cancel.

      • Zacamandapio

        Ha ha.

        That was funny.

      • mawk01

        Man…I totally agree with you….having been a loyal customer for 2 years they gave me a $10 discount for 6 months as well….you’d think I could get at least 50% off……Matter of fact, I’ve been buying my groceries from Krogers for over 10 years now and spend at least $500 a month there. Next time I go there, I’m gonna ask for at least a free carton of milk a month. Thats the least they can do…right!!!!

        • Guest

          Actually, Krogers has a loyalty program that does give you money back. You would get that carton of milk. I am not joking, look it up.

        • Guest

          Rereading this post I think you thought I meant $100 a month. I meant one time credit of $100 which is much better than $60 ($10 over 6 months). You can look it up on the link I sent in the other comment.

        • TMoRep

          A loyal customer for two years, wow that does NOT deserve a loyalty discount. Where do you work so I can call you up and complain about loyalty.

        • Guest

          I think he was being sarcastic.

        • mawk01

          Thanks Saycancel…your right…I was being sarcastic….kinda funny what TMorep said…I actually work for tm as well…guess comprehension is something he needs to work on….

    • TMoRep

      Wow, it’s customers like you that I can’t stand! Customers that think they deserve a discount just for being a customer drive me F’n crazy. When I talk to customers that tell me they deserve a loyalty discount for being a TMo customer are ridiculous. Tmo already has the lowest priced rate plans, stop whining.

      • peralta61

        I believe that after 5 lines and asking with manners you get the things you want plus is not like I call in every year and complaint

      • Guest

        For my $60 loyalty discount ($10 over 6 months), it was offered to me when I switched my plan from Family Talk to Simple Choice.

  • gshoq

    It must be really disappointing and embarrassing for the company to be placed last of the four national carriers. I personally am very happy with TMO’s call clarity, extremely limited dropped calls, and network coverage with the price I’m paying. It’s better than Sprint, which cost considerably more, had a lot of dropped calls, and had ridiculously slow 3G and non-existent WIMAX, not to mention the $10 extra smartphone charge. I think TMO still has a lot of work to do.

    • Zacamandapio

      I think you copied what I said above. But I agree with you.

  • Daniel Darnell

    I’ve only been with T-Mobile for eight days so I can’t comment on customer service yet. I have done an order with them though and ported my number in with no problems. I also did an online chat Sunday with a rep who was friendly and helpful. That being said I had T-Mobile in the past and yes I found their customer service to not be that great but I wouldn’t say horrible. I’ve had all of the four major carriers and from my experience I’ve found Sprint and AT&T to have the best customer service, I had some horrible and rude run ins with Verizon. T-Mobile seems to be about average but if I was ranking them I’d put Verizon as last place in customer service they were always very difficult to deal with and rude, I hated having to deal with them in stores or over the phone.

    • I-Troll-U

      Sprints CS is atrocious.

      • Daniel Darnell

        In the past it was but actually Sprint’s CS these days is top notch. They use to outsource a lot but nearly all of Sprint’s CS was brought back to the US and they did a lot of retraining and policy changes. Sprint really did a total 180 on customer service to the point of being good now. That being said Sprint coverage wise never worked for me, Sprint’s data network is so slow here it’s intolerable. That and Sprint’s coverage sucks at my house and at my mother’s as well. So service wise Sprint never worked for me but the customer service was quite good being both friendly and very helpful.

        Sprint really tried to keep me as a customer and even threw in an airvana for free with me with no contract added however I still had issues at my house even with the unit so I had to leave. That and the data was just too slow but they did all they could to help me and I praise them for that.

        • Guest

          My relatives have Sprint and they are very happy with their phones and service. I tried their data and it looked like it was working pretty good but this was on a major street in a major city so Sprint probably had a tower across the street.

        • Daniel Darnell

          The problem with Sprint is most areas are EVDO. WiMax only made it to 70 markets or so and with limited coverage in those. Sprint is just coming out with LTE and they are behind in where they planned to be. Also Sprint’s LTE is just on a 5 x 5 channel and Verizon, T-Mobile, and AT&T are using at least 10 x 10 or more in most markets. So for the most part with Sprint you are looking at pretty much EVDO coverage from them and it’s a very slow data network. Even where LTE is deployed Sprint in tests is slower than AT&T, Verizon, or T-Mobile LTE. So even in the LTE speed race it looks like Sprint is going to be dead lasts in data speeds again.

          My area is still EVDO only at the moment and we were suppose to have LTE here already from Sprint but it’s been delayed so who knows when Sprint will have it here. Sprints biggest weakness is it’s data network, it’s voice network and customer service is pretty good. It’s just the data network is the slowest of the four carriers. Which doesn’t seem to be changing anytime soon.

        • Guest

          I see. So will you stay with Sprint or switch to another carrier?

        • Daniel Darnell

          I’m not on Sprint, it’s actually been a little while since I’ve had Sprint. I’m on T-Mobile now but I’m a new user, just started my service with them last Tuesday. So I’m still getting to know the service but so far I’m doing well with T-Mobile and the service seems fine where I’m going to and live.

        • Guest

          Yeah, Tmobile is pretty good in the metro areas and roaming is Edge but that does not bother me. Just becareful with the reps. If you have problems just talk to the Loyalty department they are better at handling things in general and treat customers better.

        • Daniel Darnell

          I mostly stick to metro areas and interstates so that’s fine. I also happen to live right on top of an T-Mobile an AT&T cell site so those carriers work best for me at home. From the looks of it I’m almost always going to be in an HSPA+ area. Speeds on T-Mobile’s network have been slower than what I got with Net10 using AT&T’s Network but are tolerable and seem to be fine for what I do. I ordered my service over the phone and the rep I talked to was great and very friendly. I had no problem porting as well either when I called in to do that. I also did one quick online chat Sunday over the internet with a T-Mobile rep who seemed friendly and was very helpful. Granted these experiences are very limited but so far so good.

          Anything is better than Net10, the customer service with them was horrible and was my biggest reason for leaving. I’m only paying a little bit more for T-Mobile but getting way better customer service, WiFi calling, and 1 GB more of data. Seems pretty worth it to me.

        • Guest

          Actually, I have had better luck with Chat and their retention department as well. Wifi is obviously a good feature and they only promote it when you have bad coverage. I think Tmobile should be promoting the hell out of that thing for international travelers. I have heard people were very happy with wifi calling when they were overseas.

        • Daniel Darnell

          Since I get a great signal at my mom’s and my house I have no use to really use it but I have used it once and it worked great. I was in Target like four days ago or so. No carrier works everywhere in this store and T-Mobile is no exception. So I signed onto Target’s WiFi and turned on the WiFi calling. I made a call in the store and it worked just fine, I received a call as well about when I was about to check out and everything seemed to work fine. The calls were clear and it allowed me to use my phone anywhere in the store without signal issues. I really thought wow what a great feature I can now make and receive calls anywhere in Target and I shop there a lot. I’ve never been able to use any wireless service in the store well. With T-Mobile and this phone I now am able to.

        • Guest

          We must go to the same Target because I ran into reception issues at the Target I go to as well. Target does have free wifi but I tend to stay away from free wifi due to people sniffing traffic.

        • Daniel Darnell

          Oddly I have a friend that works for a Target all the way over in CA and he says its the same way in his store. My other local Target in the area also has signal issues. I don’t know what it is about Target stores but all of them seem to be hell for wireless signals.

        • SouthernBlackNerd

          A few things to correct, Verizon is the only carrier deploying a 100% 10×10 network. Both ATT and Tmobile have 5×5 markets. None of the big four have deployed anything larger than 10×10. Only Clearwire has deployed larger, which is soon to be owned by Sprint. Also, Sprint is deploying another 5×5 in the 800Mhz band, which would give them 10×10 if they decided to carrier aggregation that spectrum. I do not think they will aggregation, because I believe they will deploy TD-LTE nationwide once all their deals are done.

          Sprint is behind, but only by 1 quarter, plus the major thing for sprint is getting the base stations set up and backhaul in place. Once those two things happen, it will be simple for them to att 800Mhz or 2.5Ghz to each tower.

          Sprint with clearwire’s spectrum, COULD move to the fastest network, however, I do believe that Tmobile will hold that title with their 20×20 network. 20Mhz of TD-LTE can get similar speeds, but their is some loss in speed. However, I do believe Sprint will have the fastest consistent speeds, since Tmobile cannot deploy 20×20 nationwide.

    • Guest

      Yeah, customer care sucks with all of them now. I have had all of them but Tmobile used to stand out with great customer care and great prices. The prices are technically cheaper than the other 3 but their call coverage/data coverage is lower as well. Most informed consumers going in know this. No one at Tmobile in the past was like, “We are Verizon, we promise their coverage.” They always said we have adequate coverage with good customer care. Now a days they treat us like we are Frankenstein and play 3 card monte with us (Just watch their commercials on youtube if you do not know what I am talking about). I say cancel.

  • robert mckhanley

    t-mobile is gaining customers and trying to change the CC ways.They still have a long ways to go but we were expecting this. things don’t change over night but the things that have been changing like the plans and the attitude to take over the mobile industry and the new ceo’s mentality make me confident that t-mobile will turn it around. I’ve been reading so many negative posts i wonder if most of you need depression pills!! your wireless provider is just that a wireless provider! Don’t tread it like its your sports team! If you want to bash on t-mobile go and make your own blog

    • Guest

      Do you have personal experience with them changing their way? I have talked to them recently and they could care less if you stay or go. That is why I “say cancel”. They are the ones who verbally told me to cancel!

    • kalel33

      Oh, they can change overnight easily. I was there when T-mobile’s customer service went from winning 12 out of 13 straight JD Power’s and Associates customer care awards to dropping to 3rd in one quarter and then the next they dropped to last, to which they’ve kept that last place spot for over 2 1/2 years. They could be the customer service they used to be and do it overnight by just reverting back to the policies for CC reps, the metrics, and the culture they had before the fall of 2010. They also need to get rid of sales altogether and just do what’s right for the customer. Remember “right fitting” the customer? That went out the window when sales was instituted.

      • Guest

        Thank you for your insight and inside knowledge. It gives insight why things are so bad there now.

  • Cornelius Hardy

    I’ve had T-mobile for around 10 years (8 of those off contract) I highlight that because it means I wasn’t stuck with them and could have left anytime I felt like it. I have never had a problem with customer service, but my I’ve been on the phone on a 3 way with my inlaw speaking to them and customer service has gone down a lot. Most of this is after the ATT deal that never happened. I’ve had Sprint and Att, and they both suck. Verizon is too expensive. Hopefully this whole no contract idea, and some other restructuring will get them back on top.

    • Guest

      I am hoping that to but since they got the iPhone their customer care went downhill even more. I honestly wish they never got the iPhone but I understand that without it they would have folded. Tmobile’s data speeds in major cities is okay for now. Sprint’s network went downhill when they got the iPhone. I am hoping Tmobile will not follow the way of the Sprint

  • Lagurl

    Well tmobile customer service has gone down hill over here were I live in los Angeles. I know thats not the case everywhere but I gone to a tmobile store in east la on Atlantic across the gas station I walk in there and the people that work there are VERY rude I was the only one in the freaking store they all gave me the Eff off look and gave me there backs and continued being on there phones they all had iphones I felt so stupid just walking around the store sucks cuz one of the guys that work there is hott lol but still they all rude its 2 guys and 1 chick. Same thing in the tmobile store in montebello mall and tmobile store in dwtwn LA on hill u walk in there and they all rude, funny thing both att stores I walked in once I stepped in there they greeted me and told me if I needed help with anything.

    • Guest

      I only go to the tmobile store to look at the demo phones but I experience similar things with some of tmobile stores. However, I have gone to a few where they were helpful, knowledgeable and attentive. I think it all depends on which ones you go to because the manager makes a huge difference but I guess you have had 0 out of 3.

  • Guest

    To the naysayers, I am happy with the call quality, call coverage and data speeds but I am realistic about what I am getting from Tmobile (2nd Tier Carrer). However, they used to make up for that with their stellar customer care (JD Powers) and great prices (read past posts discussions on Slickdeals, Fatwallet, Howardforums). The rumors are that Vodaphone is coming to T-town USA. I have read people’s opinion on Vodaphone. I guess you can not place lower than 4th out of 4 contestants in customer service but everyone should be informed on what type of service they are signing up for.

  • Paul

    I’ve had great experience with customer service. My Note 2′s cell
    modem was going out. The store manager brought up the warranty and checked in the system to make sure mine was still covered. I had to wait a couple weeks to get the
    replacement, which I was NOT happy about. THEN the UPS person, idiot, delivered it to the wrong
    address. T-Mobile resent one a few days later. I was comped for the
    amount of time that I wasn’t able to use the network with a broken
    phone, which was about 3 weeks.

    Quality, coverage, and data speeds have been great for me. I even got a taste of the LTE once, waiting until June.

    I know that some people want the royal treatment, and get mad when their
    ridiculously inflated requests are denied. Then again, everyone handles
    situations differently. I tend to be calm and try to understand that the person on the phone doesn’t get paid enough to handle an irate customer.

    Try asking for a manager/supervisor, but explain to the person on the phone that their boss get’s paid to handle the angry customers.

    Hopefully, things will pick up and T-Mobile will be back on the top

    • Guest

      I did not ask for an inflated request. I had a billing error when I switched plans and pointed it out. I did speak to a manager in the regular customer care and she said she would not correct the billing error and told me to leave Tmobile and cancel my service. I spoke to Loyalty/Retention and they saw the issue and corrected the problem. Obviously, in the end Tmobile corrected their error but their reps should not tell people to cancel.

      • Paul

        Unless you did so, too bad you didn’t keep the name of the rep that told you that. I completely agree, no rep should tell you to leave the company.
        With unemployment as it is, there are lines of people that will gladly take the job that person doesn’t need to be doing.

        • Guest

          I honestly don’t want to get a poor customer care rep fired there especially if that rep was in the US. As others have noted who have inside experience they have gone through a lot of change recently and the reps are probably frustrated and not properly trained.

  • TMoFan

    It’s sad that T-Mobile chose to compromise their customer service when they dominated until recently when it was frankly the envy of the industry. Having been with the company for 10+ years there has been a noticeable difference. The CS was great until the att sellout then it went to hell. I can remember calling and getting hung up on, and one rep told me to find another home for cell service. When I phoned in last year the cs was decent minus a rude rep, and I can’t comment on how the cs is now because I haven’t phoned in recently. T-Mobile needs to return to their roots, by providing excellent customer service that puts people first.

    • Guest

      I agree. I miss the Pre-ATT merger talk Tmobile.

    • http://twitter.com/philreflections DA Elliott

      I think the reps were having a lot of personal issues at the time surrounding job security. I had a supervisor at a call center in Tennessee tell me that he really took pride in their CS reputation but the looming merger changed everything, the most notable of which was that none of them were certain that they were going to have a job in the near future. Whether it was true, misinformation, or misinterpretation, that would not be an atmosphere that promotes helpful and happy employees. It’s no wonder so many had bad experiences then.

      • kalel33

        It wasn’t the job security that dropped the ratings of customer service, it was replacing the head of customer service with someone else, which followed with a change in the culture of T-mobile to “company first” instead of “customers first”. It was the metrics that were strained to a point where only a small percentage of reps could hit them, which allowed them to fire anyone not meeting them. That included reps that were praised for 7-8 years of their tenure as great employees but were fired for not meeting the new T-mobile criteria. The tenured agents were the first to go, because they made the most money. It was the pushy sales tactics and overcoming objections. It was the policy changes that were anti-consumer. It was the outsourcing of center jobs to overseas. All those things are what made T-mobile customer service from being the pinnacle of industry to the gutter.

        The job security was just cutting as many jobs as possible so AT&T could take on T-mobile without a large workforce. After the merger failed, they still kept the same tactics because they were hoping someone else would buy them out.

        • http://twitter.com/philreflections DA Elliott

          I don’t disagree with any of your details, but to say that job security didn’t play any role is a bit naive. There are very few people who, in spite of uncertainty about their futures, can still perform well at their place of employment. When I called during those years, I detected a lot of cynicism in the tones of the reps with whom I spoke. It’s a false dichotomy to present our two comments as an exclusive either / or when it can certainly be (and in my opinion is) both.

      • riopato

        It seems that At&t did a lot of damage to T-Mobile whether they were successful with the merger or not. Either way At&t wins by default.

  • S. Ali

    That margin of difference is too small to be meaningful

    • Guest

      True but over the last few years it’s gone down significantly.

    • steveb944

      I thought the exact same thing unless you look at ‘All others’ which is probably due to super cheap no contract plans

    • kalel33

      T-mobile didn’t think it was marginal when they were winning all those JD Powers awards.

  • Whistheywerebetter

    Look people, let me make this short and sweet. Its all about coverage! Period! Currently T-Mobile is servicing islands with super fast network and everywhere in between (you know where people live) has edge service. It is one thing to have Awesome devices and Fantastic Plans, but if coverage and speed (what people want and need) is not there, what does the other matter. I drove the other week from Washington, DC to Jacksonville, FL and guess what…. on a major US highway 95 only had 3/4G for like a few mins in Richmond VA and Savannah GA… There is your problem T-Mobile.

    • Cory Webber

      Spot on!! I see it very similar. The folks that stay with companies are those that live in areas that only have limited data coverage or voice coverage. Makes no sense what T-Mobile is doing! They need to bring everyone up to 3G at a min!!!

      • Verizonthunder

        Yes indeed I would switch to T-Mobile but their coverage is 75% edge and 25% Hspa+/LTE

  • http://www.facebook.com/randall.lind Randall Lind

    The problem is T-mo phone reps never mark accounts. I went on the new simple plan a rep told me she could make a plan for me that would cost $35 turn out to be $68 before tax. To make me happy they waived the $150 fee to get out of the contract. So T-Mo lost $150 from me because reps don’t know what other have said etc because they are not noting it.

    • Trotter

      Reps are supposed to note accounts but that seldom happens. When it does details are sacrificed for speed and accuracy goes out the window.

      • kalel33

        Exactly, if the rep puts everything in the notes they are supposed to then they probably don’t hit their CRT metric. Don’t even think about going into ACW, because you’ll get caught quick and they’ll tape up your button.

  • WW

    I would have credited Nokia’s relatively high rating to diehard WP fans (upvoting weather the quality was there or not) but I think that’s refuted by BB’s low rating.

  • Trotter

    I worked in a T-mo call center and know exactly why their scores suck… because the reps are required to push sales on EVERY call, and are held to time standards on their calls. this boils down to they have to rush through calls and still try to make a sell for a service or feature. The turnover is pretty high so odds are anyone who calls in will be dealing with a newbie that has a coach or assistant breathing down their neck or listening in on the call..

    My experiences with calling in to Verizon have been great because they are not required to try to sell anything and can’t even try if you want something; they have to transfer you to a different section for it. Because of this they are very relaxed and accommodating whereas T-mo’s people are under the gun in every way, shape, form, and fashion.

    • I-Troll-U

      Can’t say I’ve had any reps try to push services on me.

      • kalel33

        Well, if those calls were listened to or brought up for review then the rep was admonished for not offering and if they offered and you declined then they have to try to talk you into it. It was horrible on the sales side for T-mobile.

      • calimybiuff

        Maybe its because you havnt noticed it… Usually occurs during the end of the call unless a rate plan/feature was discussed within the call… Enjoy your next phone agent attempt once your realize whats going on :) hope that helps.

    • kalel33

      Verizon reps can add anything on the account you want, with no need to transfer. What was really nice with Verizon was the CRT times. With T-mobile they were 363 seconds but with Verizon, it’s over 500 seconds. That makes a huge difference on building a report with the customer and making sure everything is in place.

    • http://twitter.com/philreflections DA Elliott

      I used to have sales pushed on me, but my most recent experience was extremely positive. I was probably on the phone for about 10 minutes, asking a handful of questions about the new plans and seeking reassurance at every turn. This was in March. Prior to that (i.e. last two years), the calls were certainly more abrupt and…artificial. Sales were also pushed with an annoying frequency, turning me off from wanting to call at all.

      This kind of leads me to the topic of this article. I took a few of these surveys and one as late as February. At the time, I hadn’t switched over to any of the new plans because I had been grandfathered into a plan that they were never able to top. Had I been more aware of the new plans and welcome changes, I would’ve answered the survey questions very differently, but as it was, I was very unhappy with my idea of T-Mobile (based on 2011-2012 experience) and eagerly awaiting the end of my contract.

      I’ve been a customer since 2006 and, up until 2012, had watched the company take a freefall into irrelevance while their CS disintegrated. The 2013 T-Mobile has restored my hope and I’m very satisfied so far.

    • Shak

      As a senior rep in the retention department. I gotta say that it used to be like this maybe a year and a half ago, but since Legere it’s all about VOC (the surveys customers get). THe most important thing is creating a good customer experience on the calls.

      • kalel33

        Year and a half ago? I was there a little over 8 months ago and it was exactly as he stated.

        Oh, and I had two friends that worked for CS in the Wichita center up until December and it hadn’t changed one bit. Also, what’s a senior rep anyways. There’s loyalty reps, assistant coaches, and coaches and none of them knew how customer service was like since they moved onto the loyalty department. They were a different sector.

        • Guest

          csr 3. I guess you would call it assistant coaches. Here we call it senior reps.

      • Trotter

        I left the first week of November 2012. Legere had just came on the scene and they were beginning to push VOC, and they had changed the way they figured your sales in that removals were no longer counted against you… but they replaced it by upping the sales goal and other numbers.

    • person345246

      Actually, as someone who worked in a Verizon call center, it’s exactly the same as you describe the T-mo call center. The only thing that matters is the numbers. I’ve heard it said that call centers are the sweatshops of the 2000s and based on my experiences on both sides I would have to agree…

  • FormerMagentaManager

    I was a call center manager up until just after the Att acquisition announcement and it is sad to see this type of news. i remember a T-Mobile that took pride in its customer service. A T-mobile that rewarded doing what was right for the customer and gaining their loyalty. The JD Power awards were well deserved. Then I remember the att announcement and it seems like they flipped a switch. It was all about the bottom line and pushing add ons and contracts. Reps used to get rewarded for providing great, differentiated customer experiences. Then the only ones getting recognized were those scamming people for add ons, telling them the data plans were free and then adding a 30 day free trail. My supervisors were afraid to no look the other way because their jobs depended on those numbers. After I got my MBA in 2011 i made the decision to leave. My plan was to get my masters and move within the company. I felt bad because I truly miss a lot of the people i worked with but reading these results and comments makes me feel I made the best decision. I saw the first signs of these types of results and still talk to many people I used to work with. Many of them went from really loving their jobs to being downright miserable to walk into work and face the pressure and tense environment that has been created. i don’t blame the frontline reps, I feel these results are a lack of leadership and should be addressed at the top.

  • ludichrisspeed

    I’ve been with T-Mobile for many years…living in New York City I never experienced any connectivity problems on a day-to-day basis. In the past yearthat has changed; now I drop calls like it’s my business. I lose 4G connectivity because there is a tree nearby.

    On the customer service side, they were fantastic for years. Then, roughly four years ago, they decided to make it their business to fuck me every which way possible. First they took advantage of my naivety and ripped my unlimited plan out from under me with the false promise of a price drop in the bill. It actually became more expensive. Then they offered little support when my girlfriend’s piece of shit MyTouch Slide went on the fritz. Three times. They even attempted to charge me once because there was no issue (except for the whole screen not coming on part). They used to help me out when I wanted to replace my phone at full cost, say, break up the price of it over three bills. Now they want everything up front.

    I’m not surprised there bringing up the rear. They used to compensate for their shortcomings as a provider. Now all they have are shortcomings.

  • procvar

    Maybe that’s the “UNcarrier” Legere is talking about, they’re not fit to be considered a wireless carrier anymore LOL..

  • 0neTw0

    Though I have had some issues. For the most part things have gotten better. I have learned to just say Cancel during the prompts. That way you get to Retention (Loyalty Department) and they can get things done and not so inclined to push products of services.

  • bill

    im in tampa fin care center all thje company cares about is metrics dumb CRT 195 sec or less time with customer you must rush customer off the phone or you will not have a job….

  • riopato

    Every contract subscription became useless when T-Mobile decided to switch to month to month. They don’t offer anything to offset what should’ve have been a transitional change for their long standing contract customers. No cost waiver for ETF, No last subsidy pricing or discount incentive to switch to non contract. They offer contract customers the option to switch earlier to monthly but are still tied to fulfill the remaining month as if they are still on contract.

    Considering that their phone are priced at full retail, paying up for full ETF ends up being cheaper than to continue with this bullshit. T-Mobile’s customer satisfaction rating is the least of their worries when long time customers are paying them a least $250 just so they can leave a contract which has been already voided by the company’s own new policy. I won’t be surprised if a class action suit is brought up by the end of this year for at least the cost of the ETF.

  • LAURIE

    I am very disappointed with T mobile and their customer service. I have had t mobile for 10 years. I have 5 lines. I have gotten 3 upgrades, My husband has only upgraded once. last feb my daughter was in Walmart and they had the Samsung galaxy sII for 25 cents she had the nokia POS had it replaced 4 times it never worked.. anyway she didn’t have an upgrade but the rest of us did. She called me and asked if she could use my upgrade here’s wasn’t going to be till April which was fine with me as I was waiting for the new phones to drop. So T mobile calls me and asked me if it was ok to use my upgrade for her phone I said yes!! I ask them if any changes were going to be made and they said NO!! Mind you I was grandfathered in to a very sweet deal, even after getting swindled away from my 5 favs plan, fast forward 3 weeks later and we all start getting text messages saying we have exceeded our data!! WHAT??? I had unlimited data and messaging we shared 1500 min’s w/ free t mobile – t mobile nights and week ends.. It worked for us.. Not only did we lose our unlimited data we lost all of our upgrades and since my daughter used my upgrade to get her new phone I wasn’t able to migrate over to the new plan where we all would have unlimited everything, My bill before was $230.00 a month and this sales person was telling me that the new plan would be $160.00 a month but I would have to wait to be able to get that pricing for 2 years due to my daughter getting an upgrade.. What im so upset about is the fact that they change my plan and never once asked if it was OK!! No one said anything to my daughter either!! My name is on the bill I make the payments know one should be able to make changes but me, It’s my contract. So after numerous call to t mobile customer service complaining like crazy, I got a $10 discount here another discount on data service for one of the lines a couple of other discounts but for only 6 months… Now the only way for me to be able to get this great new plan with unlimited everything for 160.00 plus taxes of course would be to migrate 2 of my lines over, I complained about having to pay to do that so I got another discount off of mine 200.00 for me and 150.00 for my son.. OK so now i can reap in the cheaper bill right??? NO!! you see we all needed up grades except 2 so that’s 3 phones and with this new plan you have to pay full price or a phone well unfortunately I dont have 1800.00 laying around so my son went and paid his 99 down for the HTC ONE plus taxes and 20.00 a month for 2 years. so lets do the math previous bill 230.00 new bill 160.00+20.00 a month for 2 years = 180.00 + taxes ok so now my husband and i need phones and of course the ones we want the down payment is 149.00 each and 20.00 a month each for the next 2 years.. More math 180.00+20.00+20.00= 220.00+ taxes.. so not only did I pay 350.00 to migrate over to this plan we will have to pay another 300.00 plus taxes on the full price of the phones which is 120.00 for the 2 of them so that;s 420.00 for 2 new phones +350.00 = 770.00 and my bill is the same as it was before .. someone please tell me how I am saving any money here? I think t mobile should wave the migration fees at the very least.. And defer the down payment as well … I can’t even leave t mobile because of my daughters upgrade it’s for 2 years early termination fee and wold have to pay full price for the phone!!! CAN ANYONE FIX THIS???? i HAVE REALLY BEEN TAKEN WITH THIS ONE!!!

  • Jesslyn Hendrix

    Well, people that I meet on the street,if Tmo customers always say how happy they are with them. Frankly, I have had mixed results but mostly positive.

    Everytime I deal with CS, I give them the “don’t give me script-speech” speech and it usually rolls smoothly from there.

    For those that are complaining about paying to switch to the new plans, I say you didn’t express yourself very well, didn’t talk to the right person or didn’t understand what was being explained to you. I got my latest phone in 11/12 and switched to the new plan in April 2013–no fees.

  • kalel33

    Actually, if you look at the roaming map and the coverage map then they’d be correct. Most of the US coverage for T-mobile is roaming on other’s towers.