What next for T-Mobile? New JUMP, never-changing bills and better store/care relations? [Rumor]

t-mobile-customer-helpline

With the past 9 major Uncarrier moves, T-Mobile has gone from being the wounded underdog to being the unlikely hero on the story of U.S. wireless. Every major move has been to remove a customer pain point and address things that somehow became the status quo, despite the fact subscribers hate them. Whether it’s overages, the hidden price of a subsidized phone or ridiculous roaming fees, T-Mo has dealt with them. And the best part is: It’s working.

Despite being the fourth biggest carrier – and the smallest of the “Big Four” – it’s outgrown its competition virtually every quarter for the past two years. But being the Uncarrier isn’t just about the major, announced price plans and promotions. It’s not just about the unlimited music streaming or early upgrades. It’s also about what the company does behind the scenes to make the experience of being a T-Mobile customer as great as possible. Whether that’s the simplified billing it introduced last year or having the CEO directly responding to customers on Twitter. And that side of things could be about to get better.

It’s in its easily stages, almost speculative, but we’re hearing on the grapevine that T-Mobile has some fairly major changes in mind when it comes to the customer-facing systems and billing. One of our reliable sources claims that this is all involved in a project dubbed “Universe 2.0”.

Universe 2.0 could include an overhaul of the current system used in store and by customer care staff. The plan: To get everyone on the same page. I’ve worked in retail, as many of you know, for the UK arm of T-Mobile and there’s nothing more frustrating as a member of a retail staff team when a customer care staff member sets unrealistic expectations based on an assumption that you have access to the same tools as them. And likewise, for customer care teams, you can’t see everything processed by store staff. Anything to make this remote relationship stress-free is a good thing.

Although part of it is getting all the T-Mobile stores on the same system as customer care, there are also plans to work on a reverse logistics process which could help customers with things such as insurance claim tracking and warranty claims.

The biggest, and perhaps most interesting, part to this whole overhaul is a rethink on how T-Mobile does billing. If you’ve been following T-Mobile’s moves and rumors for a while, this will be something you’ve perhaps read more than once. And, although last year’s simplified bill was a great start, I think that’s all it was: A start. There’s more to come if T-Mo can pull it off. And I must stress, this is still very early stages of discussion and might not be made public this year. That’s if it is made available all.

What we’ve heard is that T-Mobile is thinking along the lines of an Amazon invoice with the main focus being on a bill that NEVER changes. Now this is something similar to what we’ve heard before. Rumors were floating around last year claiming that T-Mobile was looking in to including taxes and fees in its plans. Similar to MetroPCS, the price of your plan is the only price you’d pay. But what we’re hearing this time seems a little different to that rumor. We’re not hearing anything specific regarding taxes and fees. Instead, we’re hearing about a bill that won’t ever change in the style of an Amazon invoice which perhaps suggests a postpaid service that – sort of – works like prepaid. It might even be similar to Google Fi in that you pre-purchase a plan for the month in advance.

Like I say, this is early stages. But the fact that they’re using the words “Amazon” and “Invoice” together definitely makes it seem like their thinking of some kind of service that you pay in advance for. I mean, with Amazon, you pay for your goods before they arrive, and then you get what you paid for. That bit’s my own interpretation of what I’m hearing though.

As of right now, T-Mobile’s decision makers are hesitant to make such big changes to billing and – like when they got rid of contracts – it would take a drastic rethink and an adjustment for customers. But all previous moves – in and outside of major Uncarrier announcements – would seem to lead to this place. T-Mobile scrapped overages, roaming fees and premium SMS services, not to mention unlimited music streaming and Data Stash. So I’m really interested to see how this idea develops, and if they can pull it off without upsetting the apple cart.

On a completely different note, we’re hearing also that there are some more changes coming to JUMP! But, while the new billing and staff systems seem way off in the future somewhere, a new JUMP program (or replacement) sounds like it’s coming pretty soon. Soon enough for Uncarrier 10 maybe? Who knows. We don’t know exactly what T-Mobile has in mind, but we’ve heard several times now that a new upgrade program is in the works. And I’d say it’s about time we had a new one.

You’ll remember last year T-Mobile changed the terms of JUMP so that customers could upgrade whenever they wanted and however often they wanted, as long as they paid half of their EIP payments. This was a change from the first iteration of JUMP which made customers wait 6 months before upgrading. What the changes will be this time, we don’t know. T-Mo’s doing a good job of keeping its cards close to its chest. But I wouldn’t be surprised to see JUMP change as part of the next major Uncarrier move.

Let us know what you think about T-Mobile’s services, the rumors and how you think the company should change what it does. You never know, they might take your suggestions in the comments seriously. Stranger things have happened.

As always, if you have any inside knowledge or you think you know what’s going on, you can send your tips to cam@tmonews.com.

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  • Alex Pilaia

    Maybe have the JUMP program be customizable. Like have customers choose (2) of (5) choices, such as insurance, premium Lookout security, +1GB data, LG headphones, wifi hotspot inside a car, etc. So we have the choice of those 5, and I may choose to have insurance and +1GB data on my JUMP line, for $5/mo instead of $10. I think paying 50% of a phone is fair. T-mobile needs to make their money somehow, and allowing us to pay only $300 for a $600 phone then just return it seems pretty fair..

  • jralphroman

    I would love to see changes in the current JUMP and be more like the old JUMP.

    Currently how JUMP stands it isn’t worth it. But somehow I really doubt they’d go going to put it back the way it was.

    • Alex Pilaia

      $10 for complete insurance and 50% off the full payment of the phone is fair dude. My phones audio busted on my LG G2 and they replaced it without complaints. Would have cost me another $300 to buy a new one… So if you even have 1 incident that gets your phone replaced under the insurance of JUMP, it is well worth it.. :)

      • jralphroman

        How about if I don’t need insurance? I’ve done a warranty claim on my Note 4 through T Mobile without the need of JUMP or insurance, and I got a shiny brand new phone in return. Sure I understand if you have an accidental damage or you lose your phone it covers that but at $175 deductible.

        So for someone like me I really see no value in insurance.. Now if I could JUMP like the old JUMP.. I definitely see the value in that

        • Mike

          What if your warranty was expired or if your phone was lost or stolen . You’ll be wishing you had insurance it’s called being safe then sorry.

        • jralphroman

          If my warranty expired then my phone is probably over a year old which means you made well over 12 $10 monthly payments plus $175 deductible… That’s a total of $295… I’m sure you’re 1 year old phone is probably worth that much anyway.. no thanks, I’ll pass on insurance

        • Spanky

          Agreed 100%. I’ve always found insurance to be a waste of money. I always have a backup phone laying around for emergency purposes. If I do happen to lose my phone or get it stolen, a decent used device can be had for the price of the deductible.

        • Mike

          If you hve a cheap phone or older phon then insurance isn’t for you but I have a 128gb S6 Edge which is a expensive phone and insurance is worth it .

        • Ford_Thundercougarfalconbird

          Yep. Buy a new phone, then stick $175 in an envelope in a drawer. Every month when you pay your bill, add $10. After a year, you’ve got $295, about half the price of a new phone. Pay off your current phone or keep adding $10 a month towards another one.

          Or, pay for insurance and waste $10 a month for every month you don’t use it.

          If you want insurance, you can get it cheaper through SquareTrade.

          If you’re the type that constantly breaks phones, you need learn to be more careful or get cheaper phones.

        • Allen Enriquez

          Yes it is correct SquareTrade is cheaper, out of subject again I bought a ps4, it was stolen, then I didn’t have to pay anything!

        • Richard Roma

          A warranty claim is not the same as a legitimate jump. In fact, scams like this is why we pay more and more for phones.

        • Alex Pilaia

          I never paid a $175 deductible for replacement of my G2. Paid $5 for shipping the phone to them and they sent a new one back. No deductible req.

      • Ford_Thundercougarfalconbird

        So you pay $300+ for half the price of the phone, then an extra $10 a month in top of that. If course, you also paid the sales tax, too.

        Congrats! You’ve paid more than half the price! Probably nearing 3/4 of the retail price, and you don’t get to keep it.

        Just pay it off and sell it, you’ll at least get some of your money back.

        • Allen Enriquez

          This is out of subject, I like the name you have chosen! Cool name Ford_Thundercougarfalconbird!

    • Acdc1a

      Current Jump is good for people who just are never satisfied with their phones. I bought the S5 and I HATE it. It’s nice that I can just pay 1/2 and drop the thing like a bad habit. I haven’t figured out what’s next, but it’s nice that I won’t have to wait.

      • Allen Enriquez

        Acdc1a certainly incredibly true I drop my smartphones to, even with protection stuff.

  • Clifton K. Morris

    Retail exists to grow the business.

    Customer service exists to provide service after the sale. Customer Service would have to reimburse retail budgets on a per-transaction basis if retail is to be expected to provide service after the sale.

    Still, customer expectations are for wireless service from a wireless company. After Allan Tantillo’s comments last week regarding how T-Mobile isn’t interested in investing in service at hotels, hospitals, and sports arenas, it’s something of a moot point.

    As a customer for over 8 continuous years, I’m seriously considering switching. It seems that neither myself nor my referred customers have received any the $350 in referral credits (multiple customers) we were promised; and no customer service for that referral credit exists.

    • Allen Enriquez

      Excellent Clifton K. Morris I can obviously tell you have a high degree of knowledge what a privilege. So we go to John J. Legere attention in proceed with an idea of perhaps will call it “Consumer Solutions & Justifications” under this umbrella their would be a series of branches, therefor their we will find “Referral Dispute Claims”. What you think Clifton K. Morris or anybody for that matter I would like to know and/or what can be done better?

  • taxandspend

    The old Jump was much better. 6 months and you turn in your phone. The new Jump requires you wait a year unless you want to spend more money.

    • lastxit

      Totally agree. My wife is still on the old one, and has upgraded twice. I wish I had kept mine. The current program doesn’t really make sense unless you want a new pricey flagship phone every year.

  • Joe

    I want them to make a VoLTE/WiFi calling app for unlocked phones. Even if it does not work so seamless it’s better than nothing. And I don’t want any more moves that will hurt their profits cuz now they need to focus on getting spectrum and continuing to upgrade their network, and that requires $$$$.

  • Derek

    How about for Uncarrier 10, T-Mobile gets rid of commission based sales for their retail stores. I hate being annoyed and pushed to buy phones I already know I don’t want just because the dumb retail associate wants to full-fill his samsung or LG quota.
    Also, my second request for the “uncarrier” movement would be to STOP holding back phone updates. If everyone has to buy a Nexus just to get the latest updates then, Android is no better then an iPhone! Samsung pushed Lollipop out the S4 almost the instant Google released it, but then it was roadblocked by T-mobile and will most likely NEVER come.

    • Clifton K. Morris

      Pretty sure that problem is because John Whittington wanted it that way.

      • mctommy

        why would a director of logistics be involved with commissions or phone updates? I would think store ops or technology would be more appropriate to talk to.

    • Alex Pilaia

      Google cant just push updates out to T-mobile Phones. The android update needs to be tested on T–mobile branded hardware, and make sure it works nice with the T-mobile bloatware and specs. This usually takes 2-3 months. If you are dying for the latest android updates, you need a Nexus. It still takes 1-2 weeks to get the updates after android releases them, but it is better than waiting 2-3 months for Samsung to catch up.

    • es

      These are mostly OEM based “contests” to win electronics and other such prizes. It’s my understanding that commission is the same no matter what phone you buy. In other words, OEMS are to blame for this behavior.

    • ssjchaseutley

      Every carrier has released Lollipop for the S4 EXCEPT TMOBILE.

      • Alex Pilaia

        dude. you have an S4. get a new phone lol.

        • ssjchaseutley

          Why should I? Sprint and Verizon provided Lollipop to its customer base. Why wont Tmobile?

    • anon

      As a retail employee I can say that we sell what we like, use, or truly believe isn’t garbage. (at least in my case) We don’t have a specific phone quota. It doesn’t matter if I sell the $30 dollar bar phone or the $1000 iPhone 6+ 128GB they all pay me the same flat rate.

      • Rob

        It isn’t your job to decide for customers what they are going to buy based on your personal opinion. I want to punch idiots like you when I go to the store. I went to my local T-Mobile store to get the original HTC One and finally had to raise my voice in the middle of my extremely busy store to get the sales rep to go get the phone and drop it with the Samsung push. My store didn’t even have the M8 on display for a few weeks after it came out either but luckily they already knew not to mess with me.

        I used to work for Comcast in the sales department where we were indeed paid differently depending on what package we sold and I still found out my customers’ needs and sold them the package that fit. I don’t get why customer service is such a difficult thing for people to grasp. You aren’t doing anyone any favors by trying to force your opinion on them, regardless of what you believe.

        • Wow that sucks – I’ve never felt pressured to push a particular phone over another like that. We all get paid a flat rate per device so if anything I’m brutally honest about which phones have problems etc…

        • Rob

          And it is fine to warn customers of issues with a device but outright discouraging a customer from buying the device that they want based on personal bias is an insult in my mind. I extensively research my devices before I get them, often knowing about them long before they hit the store or even hit the carrier for testing.

          There is a fine line between customer education and forcing a product on a customer. I respect reps that know where that line is and don’t cross it but more often than not, it has been my experience that they almost always cross that line.

        • randomnerd_number38

          That line is different for every customer and I’m willing to bet you crossed it many times in your tenure at Comcast. I’m not saying you’re wrong to feel the way you do about these sales reps, but if these issues- which are pretty common in any retail environment- get under your skin this much, you might consider ordering online. I know it’s not face-to-face. But really, if more often than not you feel an urge to punch your sales rep, the cons for face-to-face transactions might outweigh the pros for you.

        • Rob

          I am not going to argue about my work life at Comcast but I got recognition all the time for my customer service skills so I think anyone that worked with me would disagree with you about that.

          In any case, if T-Mobile would allow us to return phones to the store like Sprint always did when I had them, I would indeed order online. The mess I went through to get my Nexus 6 was ridiculous. At one point, there were 3 phones in transit back to T-Mobile because they kept sending the 32GB from the warehouse. One of them got lost in transit and I had to spend hours on the phone getting it taken care of despite the fact I had the tracking number that showed they did indeed receive the package. Since T-Mobile stores didn’t stock the 64GB, I had to do it over the phone.

        • randomnerd_number38

          I believe you misinterpreted me. I was not questioning your skills as a rep, but rather pointing out the subjective nature of our job. While you berate someone for “crossing that [invisible and poorly defined] line” I can promise you there are people out there you spoke with as a rep who didn’t like the result of having spoken with you and hold that experience in their heart as a reason to hate Comcast. Not because you did something wrong, but because there is no formula for knowing how people want to be treated. For every “I know I wanted an HTC one and how dare they try to dissuade me” story, there’s gonna be a “I didn’t know the HTC one only had a 4MP camera when I bought it, why didn’t they tell me” story. You can be damn good at your job and still not please everybody.
          (Full disclosure: I was a CSR tech rep for 7 years with T-Mobile, received many commendations/kudos over those years, and now am with another large company as a CSR.)

          As for the rest of your post, oh that makes sense. Towards the end of my tenure at T-Mobile I did notice what seemed to be increase in shipping problems.

        • CalicoKJ

          Had the same thing happen when I went in wanting the M7…they were really pushing the S4. At least they offered to waive the restocking fee on the S4. Still ended up with the M7. Fast forward to last month and the rep didn’t even try to push a particular product (same store, but completely different reps). I walked in, said what I wanted, they asked what color and made the sale.

    • Whoa – we have phone quotas? I had no idea! /sarcasm

      Seriously though I’ve never heard of quotas for selling a specific kind of phone… In the 6 years with the company I’ve always gotten paid the same whether I sell a flip phone, iPhone or Android smartphone. And that’s how I approach selling a device to a customer – I want to find out what works for them not what works for me because I get paid the same no matter which device I sell anyways.

    • Allen Enriquez

      I like the way your thinking, however with Corporate, investors,retail thinking is not logic to them, it is what drives the new products into high demand, in the near future we won’t need to purchase a new smartphone it would be the software that would be the game changer, nevertheless a customer is always right.

  • jbworldwide1

    I’m still on the old JUMP and I’m not letting go!

    • Frankwhitess

      Your silly.. Once you use it, you lose it! Call them to verify.. Your be upgraded to the new jump.. Weather you want to or not.. And the longer you wait to use it, the more you are paying into the phone silly goose..

      • Chad Dalton

        How is it that we lose it, after we use it the first time? I still have the original jump…and $70 unlimited

      • jbworldwide1

        Lol. I’ve JUMPed twice so far, last time in January to the Note 4 with another scheduled JUMP in July. Lol!

        • Chad Dalton

          are you on the original jump? did you put anything down?

        • jbworldwide1

          Yep, on the original JUMP and $0 down.

        • Frankwhitess

          Dam… I think your rite… :(

      • jralphroman

        Are you sure this is the case? This must be something new because last time I checked T Mobile was allowing JUMP1 customer keep their JUMP1 status regardless how many times they jumped.

        • Frankwhitess

          Positive :)

        • lastxit

          This is not true. My wife has used hers twice, and still has the original JUMP on her device. This was just now confirmed with TMobile Support.

        • Frankwhitess

          You are rite :'(

      • CalicoKJ

        Nope, I used the old JUMP last month on my M9 and I’m still on it. If I had just paid off my old phone (which I was thinking about doing to have a backup) then I would have lost it and moved to 2.0.

      • Stone Cold

        I am still on old jump have used it twice

      • kanakamaoli

        Sorry Frank, your wrong on this one. I’ve used my old jump ver.1 to get a Sony xperia Z1s and then the Z3.
        If you had the old jump and they changed it? Demand to have it back.

        • Frankwhitess

          Your correct :'(

      • gmo8492

        Yeah, people who have the old jump and the old unlimited data plans are grandfathered in. T-mobile has said they would not be changing those plans unless a customer closes the account or switches to another plan.

  • brybry

    I wish they would convert all postpaid to prepaid to bypass all taxes and fees.
    paying additional 30 bucks in taxes and fees suck.

    • IceMan

      They can’t avoid paying taxes – they’d have to remove a chunk of their revenue to cover the costs for customers. Their numbers look good already so I don’t see them making this change.

    • Verizonthunder

      You cannot avoid paying taxes but T-Mobile should include taxes and fees within the plan.

      • Allen Enriquez

        I Agree as always Verizonthunder, I find it way easy to deal with it that way!

  • sixseven

    I’d like to see them not treat Windows Phone as a reluctant afterthought…

    I’d like a flag-ship class Windows phone, not the low-end models that have little differentiation. (aside from the Lumia 640)

    Speaking of that, I’d like for them to finally release the Lumia 640. It’s been listed as coming soon for a long time now. This would be a perfect phone for my mom.

    I want software updates that I know are available and TMO is holding back on. I’m still waiting on wifi calling for my HTC M8 for Windows. They broke their uncarrier 7.0 promise with this phone. And no update is in sight, despite the “HTC Advantage” promised on the box.

    I also don’t want to be excluded with things like MLB At Bat.

    • conservative_motorcyclist

      YES!!!

      I am still using my old 8X, while I wait for a new flagship to come out!

      • sixseven

        I got the M8 for the brief 3-4 month period that TMO offered it. I don’t know if I was lucky or not. It’s an outstanding phone, but I have serious concerns that because there can’t be too many people out there with this particular device. How could there be since it was online only, and only ran for 3-4 months? With this in mind, I’m guessing that TMO will simply abandon the M8, like they do all Windows Phone devices, again despite the “HTC Advantage” promise of 2 years of software updates.

        If switching wasn’t so expensive, I’d move to AT&T in a heart beat; at least they have a decent WP offering.

        • Acdc1a

          The Microsoft Store, eBay, and Amazon all have a decent WP offering.

    • gmo8492

      That sounds more like a Windows phone/Microsoft problem.

      • sixseven

        How so? Are you telling me that TMO doesn’t have a say in what devices they offer? How come they didn’t offer the Lumia 830? I would have snatched up on day 1.

        • gmo8492

          That’s exactly it, those devices had exclusivity to certain carriers, specifically Verizon and At&t. Microsoft hasn’t been accommodating since they only seem to be churning out mid to low range devices which tend to sell more than any flagship counterpart. Microsoft hasn’t had a real flagship smartphone in over 1 year 1/2. This summer might be different since two new flagship lumias are going to be released this summer and my guess is that they will be availible to all major carriers.

    • Rob

      Windows Phone is the underdog, I don’t know what you expect. They’re not going to get flagship treatment when they don’t drive anything close to the sales volume of Android or iOS. That’s simple economics. Blame Microsoft for sitting on their hands for so many years. Microsoft had their chance with Windows Mobile and they blew it. Most of us won’t ever come back to Microsoft.

      • sixseven

        What I expect is for TMO to not treat WP as an afterthought. The fact that they didn’t offer the WP HTC M8 in their retail stores speaks volumes. They just don’t care. When you have a moment, take a trip to windowscentral dot com. You will there is a HUGE audience for WP, and I’m sure that they could steal LOTS of subs from AT&T if they just gave a crap.

        As a Wing and TP2 owner, I can say that Windows Mobile was terrible. Windows Phone is a fresh and great experience. The app gap is nearly closed. And WP offers something that benefits all of us: more competition = more innovation and lower prices. I don’t care that you personally won’t try WP, but I hope you see the value in disrupting the current duopoly.

        I don’t trust google/android, and iOS is boring. WP is a nice alternative.

        • Rob

          I actually did try WP about 7 months ago. That app gap that you mentioned was insanely large and I find it very hard to believe that has changed. For every ad I see for an app, probably 90% of them have both the Play Store and iOS App Store logos but less than 5% feature Windows Phone logos. I’d even go so far as to say that Amazon has more app store logos in those ads.

          I found the operating system to not be as intuitive as Android – it reminded me quite a bit of my Zune HD in many ways and that isn’t really a good thing.

          Add to that the lackluster hardware (the M8 for Windows being an exception) and my interest diminishes more.

          If you want to talk about trust, you should really do some reading on Microsoft history and what they are presently planning with Windows 10 but that’s for another forum. I’d take Google over Microsoft any time.

        • sixseven

          I’m not looking to argue. I’ve not had any problem finding the apps I need. I like the UI, but I agree it is weird for people that get familiar with a different platform first. With Win10 for phones, the OS will change to be more familiar to people coming from ios and android. (hamburger menus and such) There are also new developer tools to allow devs to recompile their apps for Win10 without much recoding.

          I think Microsoft is more transparent than Google when it comes to privacy, especially Gmail vs Outlook. To each their own, I guess. I do think our conversation illustrates the need for more consumer choices, not less.

    • maximuslyricus

      I like the fact that Microsoft and T-mobile have teamed up to provide a value driven product. A flagship model would be fine as long as they don’t forget where they came from.

      My problem is that The two companies have not made an effort to have a seamless ability to provide SMS and MMS on a consistent basis while WiFi calling is enabled. When you have a poor signal where you live/work, it would be nice to be able to send text and picture messages, as this is part of the reason why WiFi calling is such a selling point. Wifi calling is not a complete experience without the ability to consistently be able to send texts and multimedia messages with confidence.

      I do it on Android without a problem. T-mobile and Windows Phone have not fixed this issue in a year and a half now, and this is definitely indicative of companies that refuse to listen to customers over a pain point.

  • Mike

    I would like T-Mobile to up the tethering from 5gb to like 10gb for free and offer a something like unlimited or 50gb hotspot for additional cost

    • thepanttherlady

      I’d pay for that.

    • Verizonthunder

      To upgrade the tether/hot spot would have to cost no more than thirty bucks a month reason Verizon offered unlimited mobile hotspot to true unlimited data customers for additional thirty bucks a month.

      • wow

        That’s a crock of shit

    • Acdc1a

      Give me 50GB of hotspot for a reasonable price and I’ll never have to deal with AT&T or Comcast again!

  • William Burr Winans

    I would like to see T-Mobile offer insurance on score for customers that pay full price on smartphones.
    I am thinking T-Mobile will make customers pay more for Unlimited 4G Data like $100 but also included Jump or Score Free.

    • maximus1901

      Totally forgot about score.

      • 21stNow

        I was going to ask about the lack of articles/follow-up on Score, as well. I guess that there isn’t much to say until the end of the first year of the program, though.

  • beyondthetech

    One thing that I read from this and do hope for is a unification of their retail stores and online sales and support.

    Many times, I see really good web-exclusive promotions that I’d like to just go to the store and get, but the local retail store manager can’t match or counter. Also, the deferred JUMPs require you to mail back your old phone to Assurion or Assurant, and that should be allowed to be dropped off to a T-Mobile store rep for instant validation. I’ve already had to deal with an iPhone lost in transit, and another where they stated the serial numbers didn’t match up, so they wanted to reimburse me a different amount. I also had an issue where two Customer Cares rep are telling me to drop off the Cel-Fi to any store to pick up the new Asus router, only to be told in the store that they can’t accept the package and has to be shipped. And I can’t pick up the Asus router in the store at the discounted price until it’s marked as received at T-Mobile, even though I have the unit right in front of them. Frustrating and inconsistent.

    Lastly, I went to a T-Mobile store to try to figure out if I had the best rate plan, and they said I had to go through Customer Care, since they can only see the whole numbers and can’t break down what I’m paying for. That, plus they can’t see the employer discounts, so all the numbers they see or can give doesn’t properly reflect until I see the bill or go through Customer Care again.

    Unifying what feels like two separate worlds would be a great service to themselves, and to their customers.

    • CalicoKJ

      Completely agree about being able to drop off T-Mo equipment at a T-Mo store rather than shipping it back…and hoping it gets where it’s supposed to go.

      • fuego

        So if something happens to it, it becomes the stores/employees problem’s and responsibility. That doesn’t seem too fair now

        • beyondthetech

          What? Why shouldn’t the store represent the company? I return a product to an Apple store or even just a Nordstrom or Sears, I’m sure they’re going to also send it back to their warehouse, and they’ve already refunded or credited me the money. It should be up to them to be able to send it back safely to their warehouse or main center within their own shipping methods or internal systems that are trackable and auditable.

        • Rob

          You’re kidding me right? Adding in store returns would add another layer of protection to the consumer as the store would verify the return of the item and T-Mobile can start finding out who is stealing the returns along the way. There is absolutely nothing wrong with accountability being implemented and anybody who does their job right shouldn’t take issue with it.

        • CalicoKJ

          But if I do an in-store JUMP, they are responsible to send it back. If they can do that for the in-store sales, why can’t they do it for the web ones as well?

    • g

      They fixed the issue with returning equipment to the retail stores. You can return signal boosters and routers (regardless of where you received them from) – however, if you already had a label sent out to return the equipment (Jump upgrade, trade-in, or for a cellspot) then it is already being processed on the system and needs to be returned that way.

      If the store cannot break down the bill in detail for you then you need to speak to manager – they have full access to the printed bills you would receive via email or by mail. That is pure laziness.

      • logic

        Pure laziness on the customer not looking at their bill. We need to have accountability as consumers to actually take the time too look at our bill and not have someone else do the work for us

      • Aaron Davis

        About a month ago, I tried to to return a dead cel-fi to a store, and at first they said they couldn’t do it in-store (had to call customer care and mail it in)

        I wasn’t willing to spend the next week going outside just to use the phone, so I went out to my car and called customer care to see what they could do for me. They ended up calling the store and setting something up so I could do and in-store swap.

        They ended up processing it as if I was doing a compete return of the old Cel-Fi, and just “buying” a new one. The only problem was that I had to pay the $25 deposit the second time (it was waived the first time for some reason).

        The store was already set up to do in-store warranty returns for phones, but the cel-fi wasn’t in the list of returnable devices (which is why the store initially thought they couldn’t help me). I assume they have finally fixed this oversight.

    • Allen Enriquez

      Wow finally I thought I was the only one this is issue(s) very well said beyondthetech!

  • Richard Roma

    Will Tmobile ever let us order online and then pick an item up in store? For someone who claims to be so uncarrier, they are the slowest of the bunch on billing, ordering, and leveraging stores with their online orders.

    • Goat

      I could see this happening coupled with the rehab on Staff systems..Would make sense to integrate it then, in my mind anyways.

    • gmo8492

      This would probably be the few things left that tmobile can implement to make the customer experience a whole lot better.

    • logic

      No never, if you want the phone that badly get it at the store

      • Rob

        It would be much more convenient to take care of the order online, go give the store a ticket number and walk out the door. It can take literally an hour for them to set you up at the store between waiting for a rep to be free, waiting for their stupid system, shutting them down as they try to force you to buy the phone you do not want, shut them down on accessories, etc. Make a quick lane for customers picking up a device or dropping off a return and you’ve eliminated two big pain points in one fell swoop.

  • SEBA

    The biggest problem Tmobile has right now it’s with devices being return to them and not giving ppl credit for it as soon as they recive the phone. Phones are either lost somewhere or they trying to claim that your device wasn’t functional and trying to bill you for it. It takes several phone calls to straight everything up. As far as billing goes it’s still very confusing.

    • IceMan

      From what I hear, T-Mobile outsources the facilities that process the returns and there’s some unethical behavior involved there.

      • Oms

        I also had a bad experience with their fulfillment and returns process. I received the same order twice and got billed twice. They sent me a return label to return the extra phones and the order got lost at the receiving warehouse. Good thing I saved the tracking number and UPS tracking proved that it was delivered to the warehouse. In the end, they removed the costs but it was definitely an unnecessary and painful experience.

    • Acdc1a

      I’ve had the issue with Assurant and a friend of mine has had the issue with T-Mobile directly. Fortunately there are tracking numbers. I sure home everyone takes a picture before they ship their equipment off.

    • JAG

      It took me months to get credited for a bad phone I received and shipped back. Had the UPS proof of delivery and all yet the charge stayed on my bill. Very bad customer experience – phones should be returned to the store. Forget trying to explain to a phone rep what’s going on – you need to go into a store and demand someone takes action on your behalf.

    • Aaron Davis

      I had a similar problem with a Verizon warranty return.

      They had the billing system set up so that if you didn’t mail in the old phone within 3 weeks, it would automatically bill you full price for the replacement.

      The problem was that it isn’t considered “received” until after it’s been inspected, and the Verizon warehouse was more than 3 weeks behind with inspections.

      My next months bill was over $500. When I called them to complain, at first the simply accused me of not sending back the phone. I had to dig around in the trash outside to find the FedEx tracking number, but once I could prove that the phone was at their warehouse, they finally admitted to the inspection backlog and told me to just pay the regular part of the bill, and it would be sorted out by the next month (which it was)

      I makes me wonder how many other people were in the same situation, but also had auto-pay turned on, getting their checking accounts wiped out by Verizon.

  • Angel Heart

    yep sea that happened to my bother but i returned a phone with no issue..

  • Dante

    It seems like no one will be happy until they get free service and free phones. T-Mo has to make money to stay in business so complain and fantasize about the cost of doing business all you want, at the end of the day T-Mobile is really the only carrier addressing pain points and forcing better competition. A little respect please.

  • Aurizen

    That sounds cool, would be cool if all plans had Jump, I believe sprint had a 1 up plan or something like that.

  • tmolover31

    How about allowing Stateside International Talk subscribers to call for free while roaming abroad, in addition to the unlimited data and text that Simple Choice customers in general already get?

  • 21stNow

    Two things. One, if T-Mobile changes the JUMP! policies again, it will create more confusion for customers. I’ve always thought that T-Mobile made plan/feature changes entirely too often. Customers like the feeling of stability; three different versions of JUMP! in roughly two years doesn’t feel stable.

    The second thing is that I would love to see the store reps learn when to back off of pushing things on certain customers and stop treating me like a landed straight from Venus when I say that I want to buy a phone without EIP, JUMP! and whatever else T-Mobile comes up with. I already use T-Mobile as a cellular service provider. I just want to buy a device to use on that service in a face-to-face transaction without going through a hassle. My transactions should be as fast as a Best Buy checkout line. To Mr. Legere, long purchase transactions are my carrier pain point. Eliminate it in UnCarrier 10.0.

    • ltnstar

      You should try Costco. I switched from sprint, rep was straight to the point and it only took longed because they had trouble with tmobiles system or something.
      I agree if the customer knows what they want and how they want it, it should be easy . all the rep needs to inform the customer is they have a certain time before they can add service.
      Now T-Mobile really needs to simplify their billing. Im now 5 months in and I’m taking a look at cricket wireless. Fees and taxes are included. I’m still trying to figure out what I’m being charged for. And so far I had called in twice, once for them adding jump onto a line I never added.
      Another thing I didn’t like was being lied to when I got a nexus 6 I wanted to put more money down to bring the payments down. They told me their system didn’t allow it and I would have to try once I was a customer and guess what now I’m told nope. Their logic is make more payments and finish paying the phone quicker.

      • 21stNow

        I don’t know if Costco has made changes since I tried them about four years ago. Costco wouldn’t sell T-Mobile phones at full price then (Even More Plus plan purchase). I’m not a fan of shopping clubs, so I would prefer to avoid Costco, anyway.

        • ltnstar

          Before I switched I asked reps a tons of question both Costco and T-Mobile. As for as I know at Costco you can’t buy the phone at full retail. But the rep didn’t try on selling me things I didn’t want. Thats why I went there.
          So if T-Mobile is saying their customer base is mostly a young one, well they need to know I don’t like waiting to then buy a phone or then be hassled.
          When I had nextel I like buying at this mom n pop store, I ordered it picked it buy and insert my Sim card. Simple nothing els.

      • Shop Small Business

        I would avoid Costco, Sams, Best Buy, Car Toys, and who ever else sells all of the carriers in the same store. Most of the reps at places like those don’t know what they are doing or talking about. A lot of times the sell what ever brings them the most commission not what is good for you. If you really want the best deal you need to go the providers store that all they do is sell one product and then price match. This helps support your local store and makes sure you have the best experience with your provider. Also if you ever have problems its easier to go to you providers store than to deal with someone at Costco that all they are there for is to sell you something and will just send you to your providers store for help.

        • ltnstar

          True, but I had no issue what so ever adding another line through Costco. I only mentioned them because most customers hate being hasseled and sold something they don’t need or want.
          And every customer needs to do their research before hand. Just like a small store you can be told something different and come relies you were lied to. Most who visit this website and other tech blogs have a Lil more knowledge then other customers.
          Still ask questions and research before you buy.

        • JLV90

          Costcos return policy is amazing tho

    • ashaffs

      The thing with that is that they are sales reps and they need to make money too. That is their job. Just like any sales environment, they are payed to hit their numbers and bring in more revenue for the company. That how large companies stay in business. If sales reps didn’t exist, then T-Mobile would not be a company that is growing at the rate it is. There would be no income to pay off peoples ETF’s and give us features like international roaming and data stash as well as whatever else they have up their sleeve. Whether you like going into a sales environment or not, they are here to stay

      • 21stNow

        Not necessarily. The Carmax model worked well to take used car sales from car dealerships partially because the Carmax sales people facilitate the sales of cars versus car dealerships push people to buy cars.

        Both Best Buy and Circuit City have made bad decisions in their history of business. Circuit City had commissioned, pushy sales people while Best Buy didn’t. Circuit City changed this, but it was too late for them and they are gone now. Best Buy is still in business.

        As customers know more about their purchases before they enter stores, the need for sales people to “inform” customers about their purchases diminishes. Customers are more comfortable when they feel like they are in control of how they spend their money than when they feel pressured by reps. This is part of the reason that online sales have taken off the way that they have.

        We only need store employees to act as cashiers at this point. I have no problem with someone offering a service; I do have a problem when reps push a service, or outright lie about a service being required to buy a phone (JUMP!).

  • Paul Garrison

    Love or hate T-Mobile, they have shaken up the industry for the best. Real competition that Soft Bank was bragging that they were going to bring.

    • ltnstar

      I agree. I was glad when sprint got bought out. I thought now in 6 months or a year, will see something big. There solution, buy T-Mobile. When I left them In January still had no LTE on a signal band where I live. And I’m 30min away from LA. So far um happy with T-Mobile but I am hoping to see a change In them simplifying there billing where taxes and fees are included.

  • ……

    If the JUMP insurance had a vanishing deductible I would be sold on it.

  • Botiemaster

    I wonder if t-mobile is going to have enough balls to do away with tablet data practices. There’s a reason they are dominated by wifi models, it’s because the data service plans are a travesty. My mind is boggled as to the difference between delivering data to my phone and to a tablet if I were to purchase one. If I could get unlimited data on a tablet, just what is the difference? Besides the larger screen, of course. What am I supposed to do with a few gigs of data? That is the question everyone asks, and is why they choose wifi only models.

    Shake the tablet market up, Tmo. Tablets will boom in sales the moment someone grows a pair and treats “internet devices” right. You’re supposed to be data strong, right…?

    I don’t know, maybe I’m wrong. Maybe the only appeal for tablets are wifi at home use. Still, I don’t know why people gotta milk their customers for every last dime. I don’t get why with an unlimited plan, you’re restricted to 5 gigs of data for devices. Why would I buy a 500 dollar tablet that would be strictly for data…for 5 gigs a month? Or pay through the butt for 13 gigs? Just no.

    • DigitalBenny

      How about taking it a step further and also allow phone call enabled tablets to get the same plan that phones can get?…

      • Aaron Davis

        What happens when you just put a regular phone sim in a call-enabled tablet?

        • Duh

          Thats what I have in mine and it works just fine. But I do not have a tmobile tablet. which probably blocks that. I have a international samsung tab 4 and it has a dialer on it and the regular sim lets me make calls on it. It is just like a 8″ phone. $10.00 add a line with $30.00 unl data. And I use about 15 to 20 gigs a month on it.

        • JustSayin

          Yeah, that’s the ticket… If the tablet is T-Mobile branded, their network recognizes the IMEI as a tablet and won’t work with a phone plan. If you have a non-tmo branded tablet, their system doesn’t recognize the IMEI and you’re good to go.

        • DigitalBenny

          It makes calls and SMS but has no data. (At least on T-Mobile, that’s what happens)

  • iMotoXperiaGalaxy

    Get rid of Simple Choice, it sucks! Bring back MyFaves, FlexPay, and EM+ plans. Not everyone talks all day like Legere!

    Haha!

    • Dylan Aarhus

      No I enjoy the simple choice plan I use like 2000 min

    • Allen Enriquez

      Going Super OOld School I like I like it a lot iMotoXperiaGalaxy! I have to say something off subject I am a big fan of leprechaun and I like the picture you choose, the reason I liked the MyFave 5 500 + FlexPay is that a was able to pay only paid for advance charge for deposit + first month’s payment which cost me $199.99, then I paid the phone in payments with taxes in each month!

      • iMotoXperiaGalaxy

        Lep is boss!

        Haha!

        • Allen Enriquez

          Right!!!? Lol! SRSLY!

  • lynyrd65

    Unlimited Nationwide 4G data for Tablets!!!!

    • Dylan Aarhus

      That would be an awesome thing what about rollover hotspot data from your phone or tablet

  • Andrew Morel

    Besides stepping up their data network outside of cities…

    No more T-Mobile bloatware (Lookout, Tmo TV, My Tmo) to slow down Android updates would be a huge improvement. The Note 4 took over 6 months to receive lollipop (last major carrier to release it), which is unacceptable! More update transparency would be nice!

    • Dylan Aarhus

      Actually lookout isn’t bloat brother your phone would get tons of malware without it

      • Rob

        Only if you’re an idiot and download every “free” app, particularly APKs

        • Dylan Aarhus

          Not really it searches for any body that tries to hack your phone it let’s you encrypt your phone via email if someone tried to take it takes a pic of someone when they try to turn your phone its really useful usefulness isn’t bloat

        • Rob

          Bloat by definition is any app that bogs down performance of the device. Lookout certainly counts. Is it useful? To some. But there’s no doubt it is unnecessary bloat that should be an optional download.

        • Dylan Aarhus

          I’m using it right now on my gs5 I don’t see a difference yeah maybe a couple of lolipop hick ups that’s it

        • eAbyss

          Lookout in no way “bogs down performance”.

        • Rob

          If it uses the CPU and RAM, it is performance-impacting and that is an indisputable fact. We should have the option to install the things that we want, not what T-Mobile wants us to have.

          Ahhh, Nexus.

        • Zach Chadwick

          I’m gonna get tons of hate for this… But if you own an Android, you are an idiot. Period.

        • Rob

          I’m not taking the troll bait but I’m sure someone else will.

        • Bob K

          You own anything else and your a sheep! Just follow the rest of the sheep like your told.

        • ltnstar

          Even though that has nothing to do with the post, I have a nexus6 and iphone6. Both have advantages and disadvantages. Right now what I hate about android is the dial/phone app. To each his own.

        • williejackbrainer

          Just curious. What phone do you use as a daily driver?

        • ltnstar

          Nexus 6

        • eAbyss

          If you buy an iPhone you’re a sheep.

        • TrippleJay16

          Better to remain silent and be thought a fool than to speak and to remove all doubt.

          — ABRAHAM LINCOLN.

        • SBacklin

          Touché!

        • Almeuit

          An idiot because I don’t want a what .. iPhone? So I am an idiot because I don’t agree with your tastes? Am I an idiot because I don’t agree with other things you like? Sheesh .. Your comment is ridic.

        • Zach Chadwick

          I hope everyone knows, that I was being sarcastic. Don’t get so offended easily.

    • williejackbrainer

      That’s an OEM thing not on T-Mobile. You should pick that bone with Samsung.

  • DigitalBenny

    T-Mobile needs to let phone call-enabled tablets get phone plans. The manufacturer of the device put a dialer in the software so it could DIAL. The consumer bought the device that dials, and typically paid more than one that doesn’t, because they wanted that feature. T-Mobile has NO logical excuse for not allowing these devices be used as they were intended. THIS needs to be addressed in the next Uncarrier…

    • Duh

      I have a $10 add a line sim with $30 unl data in my tablet and i can call and use unl web. its a 4th line on my plan and NOT a tablet or mibile internet line. Just put a regular sim into the tablet.

      • Kenny Lee

        What tablet are you using?
        Does it have T-mobile LTE?

  • Michael Barnes

    How about more roaming data atleast unlimited 3g for maps there parts of highways here without signal route 60 in va goes for about 25 miles with no signal at all thats a main road to the coast or update us on where and when tmo plans on adding coverage or upgrading coverage even sprint had there upgrade map also fix the coverage map it only verifys there is coverage not that are none at all

  • Fifth313ment

    The old JUMP program was better. You had to wait 6 months but you only had to pay 25% of the phone off and who switches before 6 months anyway? Now you have to pay off 50%, like you said, but no one will pay off 50% in under a year (Year plus a month with the way T-Mobile does phone EIP billing)! T-Mobile did it because they knew it would lose them money so they made the plan worse. Anything they change from this point on will only make the program worse, IMO.

    • Mario

      I’m glad I was able to keep the original Jump program. That new one is bs. I’m not switching unless the newer one is going to be in my best intetest.

    • thepanttherlady

      There was and is no set amount that must be paid on the original JUMP!. Once the initial 6 month waiting period is completed, you can JUMP! at anytime regardless of amount paid or owed.

      • Mike

        Yes. It’s the legacy JUMP program. I still have and love it!

      • Clippers FANactic

        However after the 6 months, it’s only 2 Jumps per 12 month cycle. So you can’t JUMP more than twice a year. You can however use the 2 JUMPS whenever you like in the 12 month cycle. For example I use a JUMP today for an GS6 and a month later if I’m dissatisfied, I can use my 2nd JUMP to get another phone again. Then a year from my last jump the 2 per 12 month cycle restarts. Hope that makes sense the way I explained it.

        • thepanttherlady

          I know how it works, thank you. My comment was in direct response to the comment made that 25% of the phone must be paid before JUMP!’ing on the original program.

        • Clippers FANactic

          Oh ok I’m sorry, I’m just informing the others who read your post. So that they don’t get the wrong idea and get disappointed when they find out its only 2 per yearly cycle. I didn’t in anyway mean to offend you or step on your toes.

        • thepanttherlady

          In that the original JUMP! was launched 2 years ago, I’m pretty sure anyone on it already knows they only get 2 JUMP!’s per 12 month period. ;)

        • Clippers FANactic

          I guess it should be safe to assume that, but believe it or not there are some people who have it , and have never even used it. I didn’t comment on your post to create an argument, but to merely state all the facts without leaving folks to assuming. I already apologized to you and do not wish to create a debate of things that we assume people should or should not already know. Thank you

    • Mind Matter

      You can pay as much as you want into the EIP. So the length of time it takes you to pay off 50% of the phone is on you.

      • SBacklin

        That is a very good point to make. Verizon and AT&T certainly don’t allow random “extra” payments towards EIP unless you’re either paying it off in full or meeting the minimum payoff requirements to “Edge Up” on VZW, etc. T-Mobile allows you to make extra payments specifically towards EIP.

    • Almeuit

      @Fifth313ment:disqus – Try going to Verizon and paying 75% before you can “Edge Up” ^_^.

      • doobydooby

        All companies suck and leave us no choice if we as consumers want to keep up with wireless technology. It’s just a shame that the technology is not as expensive as it used to be and here in the US we still pay more than the majority of countries for decent service, and we still can’t get coverage everywhere.. massive corporations are good at screwing people over, while they get government support. Fun.

        • Mind Matter

          No choice? You could just save your money and buy almost any phone you want (as long as it supports the correct wireless bands) and use it on T-mobile. Want to upgrade? Well then just buy another one. The carrier doesn’t need to be involved in that aspect any more if you don’t want them to be.

    • Clippers FANactic

      Honestly the only way to improve the JUMP program at this point is to go back to the LEGACY JUMP and instead of 2 full upgrades per 12 month cycle, it’s pushed up to 3 full upgrades per cycle. Now that’s asking a bit too much, but that’s the only possible way to make JUMP better.

  • eAbyss

    How about rollover hotspot data, reasonable network management (a plan that doesn’t only effect unlimited users; the FCC has ruled against this practice in the past), and a 2 year sunset date for EDGE.

  • LeTrueNoir

    Hi has any one else notice if u have the old 20 dollar Unlimited data the wording has change from Unlimited Nationwide 4G LTE to just Unlimited Nationwide 4G and if you do to try to upgrade the data plan the 30 dollar one says Unlimited 4G LTE i haven’t log in to my t-mobile account in a wile so i don’t know when it change

    • B

      The old $20 plan gives you Unlimited high speed data & 3GB of hotspot. The new $30 plan gives you Unlimited high speed data, 5GB of hotspot, & a Rhapsody UnRadio subscription. So…if you don’t need the extra 2GB of hotspot or UnRadio, keep your grandfathered $20 plan and know that you’re saving $10 a month! There is no difference in the data speeds between the old and new plan.

    • williejackbrainer

      I’ve had that plan for years and as far as I’m aware it always said Unlimited Nationwide 4G.

  • josephsinger

    “It’s in its easily stages, almost speculative, but we’re hearing on the
    grapevine that T-Mobile has some fairly major changes in mind when it
    comes to the customer-facing systems and billing.”

    Cam, you need to proofread your work. What is an “easily” stage?

    • jp

      Pretty obvious from context he means “early” stage.

      • josephsinger

        You do not get it. It does not matter that it is “obvious.” He has a responsibility submitting an article to proofread it before he hits the “publish” button. If he was submitting such an article in school he would be marked down for it and the teach/professor would call him on it. It’s being careless.

        • trife

          Relax, old man. Sheesh.

        • josephsinger

          Trife baby, it’s well past time for you to GOY. I suggest you do that as soon as you can.

  • dontsh00tmesanta

    Thie de-prioritization crap needs to stop or be lessened. Basically instead of throttling to edge what about 10mbps?

  • vinnyjr

    If customers are grossly stealing data from the T-Mobile Network than I have no problem with throttling them down to a trickle. IMO you are lucky if they dont terminate you. I have the all everything plan including data, I also have a tablet on my plan with extra data allowance. I use allot of data but not nearly what I’m reading that others are using and getting throttled. T-Mobile can not allow customers to use their phones as their home network and basicly stream TV’s, computers and their mobile phones off of. Don’t blame them at all. Thank You T-Mobile, Thank You John Legere.

    • Chris

      Exactly. I use a lot of data but have never reached 100 GBs or 150GBs like others claim. I get like 20GB a month.

    • Almeuit

      Stealing? How do you steal what you pay for? Bad wording imo.

  • Almeuit

    It isn’t a crock. If you have unlimited on Verizon you can nab $30 unlimited hotspot … o_O

  • nutmac

    If true, and aside from coverage buildup, Universe 2.0 is by far the most important and interesting “Un-Carrier” move.

    Since becoming T-Mobile customer last year, my bill has almost never been correct and deciphering the bill is incredibly complicated. And I switched from AT&T, which isn’t known for great billing either.

    In addition to fixed billing (taxes and fees included in the price) and Google Fi-like advanced billing, all sound promising. I would also like:

    1. Customers should be able to see and choose from all plans and features, including promotions. Each features should be simplified and clearly explained (especially in regards to promo expiration date). Similar features should be consolidated as well.

    2. Reset promotions to billing date. I have two promotions, refer-a-friend and 200MB free tablet data, that kick in at different dates.

    3. More modern mobile app for tracking usage and billing. Widgets that shows current usage would be a great start as well as UI that doesn’t feel like a web site wrapper.

    4. Web-based customer support chat is rarely available. Fix it and better yet, offer it on mobile app as well.

    5. Many family plans are shared by family members in different addresses. If T-Mobile is okay with people doing this, allow multiple billing or at least show bill amounts for each line (directly on the website and mobile app, not just hidden on billing statements).