Deutsche Telekom being pressured to investigate T-Mobile US treatment of workers

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According to a new report, T-Mobile parent company Deutsche Telekom is feeling heat to address working conditions at T-Mo.

Sources speaking to Reuters say that a pair of “major investors” in Deutsche Telekom are concerned with the way that T-Mobile US employees are being treated. Additionally, lawmakers in both Washington D.C. and Berlin want the German government to ensure that DT addresses these worker issues. The German government controls 30 percent of DT.

These investor concerns stem from issues that two labor groups have with T-Mobile US. Last year, a National Labor Relations Board (NLRB) judge said that T-Mobile had 11 different illegal policies, including forbidding employees to discuss their pay with one another and speaking to the media about their work environment. T-Mo is in the process of appealing two of the 11 policies that’ve been deemed illegal, accepting the other nine but saying that the judge’s ruling is “a technical issue in the law” and that there are no claims that an employee has actually been impacted by illegal policies.

Meanwhile, a second NLRB ruling in August said that T-Mobile staff at call centers in South Carolina and Maine were forbidden from discussing the employment conditions and that they were asked to sign confidentiality agreements during internal investigations. T-Mo says that it has changed its policies in response to this NLRB ruling.

Finally, the Communications Workers of America union claims that there have been several incidents of employee mistreatment at T-Mobile. One Chattanooga call center employee says that the worker with the lowest sales numbers would be forced to wear a dunce cap. The CWA also alleges that one pregnant employee was prohibited from taking bathroom breaks.

In response to there reports of poor working conditions, T-Mobile says that John Legere and other execs regularly visit call centers and openly talk with the employees. T-Mo also says that its average retention rates are “better than ever.”

John Legere regularly shows himself visiting call centers on Periscope and in photos posted to Twitter, including the Bellingham, Wash., team that he visited yesterday. Despite Legere’s efforts to visit employees, talk with them, and boost morale, though, these reports suggest that the working conditions at some locations are poor. Getting multiple complaints from organizations like the NLRB and CWA is significant, which is why several US Congress members and a German trade union have petitioned the German government to do something about these allegations of poor worker treatment at T-Mobile. The German government hasn’t issued an official response on the matter, but it did respond to one German lawmaker that reached out about T-Mo’s working conditions by saying that it respects workers rights “in accordance with US law.”

Source: Reuters

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  • Brian

    Once you see the initials CWA in the mix, that’s your indication that there is NOTHING wrong going on. They’re just looking for another revenue stream and are bothered to see another successful company doing it without their hand or any union’s hand. They are the ones that should be investigated by the NLRB. As someone who knows, they should be called the CNWA (non-workers) as they do nothing to promote getting their members to actually work, let alone even come to work.

    T-Mobile is a great company to work for and they do treat their employees at all levels well. As with any large employer, there are always going to be some very isolated incidents but it is far from a reflection of 99% of the rest of the company.

    • DILAW IDDAHLA

      Do you work for T-Mobile? You did say “T-Mobile is a great company to work for” which makes me believe you do work for them. I am NOT saying T-Mobile is a bad company or they mistreat their employees because I don’t know. But I did say in the past that it looks like lots of T-Mobile employees post on this site because lots are biased.

      • Fabian Cortez

        I am sure any ex-employee will express their opinion of a previous employer. Especially if they parted ways unfavorably and/or the company is doing well.

        • DILAW IDDAHLA

          All I am saying is T-Mo is just like any other company. There are + and – . Some are biased though which is not cool. I have been with T-Mo for 11 years and I have 8 lines with them. Is T-Mo a BAD company to do business with, absolutely not, but it’s not the best neither. Here is how I would rate T-Mo: Pricing = A, Service = B-, Customer Service = C

        • Fabian Cortez

          I agree except for the customer service.

          From my own personal experience, I’ve never had an issue with customer service. So I’d rate that an “A.”

          As far as the company is concerned, yes, they’re a company and not any of our friends and family.

          That distinction needs to be made and kept.

        • DILAW IDDAHLA

          ok ok, I think I was too harsh. I think their Customer Service is a B. It used to be A+ though

        • Fabian Cortez

          No worries.

          But you can rate them how you want. It’s your experience after all!

          I simply agreed with you on the other ratings, which is why I didn’t provide my own.

        • DILAW IDDAHLA

          They have always resolved any issues I had with them, but last issue I had I was able to resolve after almost 4 months. Took over 7 calls and this is why I rated them that way I did. I still consider myself a happy T-Mobile customer and overall I like T-Mobile.

        • Same Experience…

          I agree, same experience…which required several calls to resolve. Yes, I still like T-mobile….

    • cameo

      Yes, when I saw this article I immediately suspected the hand of a union in this complaint. They found some unhappy employees an using them to force unionization of the company with trumped up charges.

  • Pitahson

    Know about 3 people that work at t mobile. They all Love it and never really complain. And when I go. Into tmobile stores, they seems like they’re having a blast 95% if the time. I went into one when the galaxy s6 came out. the whole store was part of one conversation with laughter. Now that’s my type Of work environment

    • TaylorW86

      You can’t compare call center jobs to retail store jobs. I’ve done both, working for a call center sucks.

      • gmo8492

        Well the purpose of a call center is to handle customer complaints, fix billing issues, then opening and closing accounts at the customer’s request. Not exactly a fun job.

  • eanfoso

    I used to work for them a while back and my two cents are that they got super strict about sales and you can get fired for not meeting exorbitant jump or Internet or even mobile broadband activations, it’s ridiculous nowadays, that’s why they have the need of adding it to the account anyway without concent. It’s good for investors but a little bad for workers, then everyone grows a dollar sign over our heads and suddenly the customer service declines a little.

    • Jonathan S. Flores

      it’s a sales job, you just have to know how to sell!!

      • eanfoso

        I do, as a matter of fact I was once the top performer fp my district, but when I worked I had built trust with my customers, giving them stuff they needed versus what is done nowdays of giving people stuff they don’t need. T mobile has to realise not all of its customers need more than two gigs of data nor want jump, nowdays the requirement for jump is over 70%, and data is over 80%! Seriously, I hate it when people are unable to sell you something then just stack it on your bill or sell you something you don’t need!

  • Guest

    Yeah, I loved being told I was “out of compliance” because a call ran into my designated 15 minute break time… I loved when our training sessions were cancelled due to high call volume, after they sent home half the staff due to low call volume. Then you’re thrown into a new queue and have no idea how to handle those calls, nor do you have the ability to access the information you’d need to handle those calls. Or you’re accidentally put in the Spanish queue and get threatened for transferring high numbers of calls that you couldn’t understand and shouldn’t have received, anyway.

    I certainly don’t miss working for T-Mobile, and on the rare occasion I’ve had to call customer care, I can tell nothing has changed. In fact, it seems like it may have gotten worse.

    • Curious. How long ago was this?

      • gmo8492

        Must have been years ago, tmo has opened up more call centers since John has been CEO. My calls get answered in less than 2 minutes.

        • Bob

          No, I can attest to code “magenta” where the ACD has hundreds of calls in queue.

          The general notion is to tell a customer running your CRT up is to “transfer them to a specialist who can further assist you”

          Dump it into gen care at and hop on the next call!

        • David Icke

          no this still goes on now and there has been no new centers opened for tech at all

        • Guest

          This was between 2008-2011, so I can’t personally speak on how things are under Legere. However many of my colleagues are still there, and I still hear the same horror stories. (Now with even more requirements to jam data plans and Jump! insurance onto accounts!)

          I wasn’t exceptionally clear, but the issue with training sessions being cancelled due to call volume had nothing to do with lack of staff. Call volume was ranked from low to high, blue > green > yellow > red > magenta. If we were “blue” or “green”, reps would be sent home early. (You usually had 5-10 seconds between calls when volume was this low.) If my teams training session was scheduled for a time after this occurred, it would be cancelled because of the newly created “red” or “magenta” situation.

          I was a General Care rep, but we would be trained to handle calls in another queue such as Tech Care or Financial Care. When you returned to the phones from a training session, you were automatically placed in the queue relevant to the training you just received, in addition to the other queues you were trained for. Whether you actually received the training or not was irrelevant. In most cases (Tech Care L-2, Financial Care, Flex Pay) you couldn’t even access the information in Streamline necessary to handle these calls until the training was complete. In this situation, at least at my center, transferring those calls “to a specialist who can further assist you” meant someone was going to threaten to terminate your employment for unnecessary transfers…

          I saw someone mention that they’ve changed the break policy since I left. That’s great, but I remember the first time I heard the CWW’s story about the pregnant rep being fired for using the bathroom. It was absolutely believable based on my personal experience. I would regularly have to finish a call during my break time, and then be threatened if I returned after the scheduled time regardless of when I actually went on a break.

          Maybe these are issues at every call center in America, but T-Mobile could vastly improve their service if they “revolutionized” the model for their customer care operations. Sounds like all they’ve been doing is making adjustments only when absolutely necessary, and only to keep employees from realizing things *might* be better if they were unionized.

        • Shill

          They got rid of that transfer metric and lowered VOC for FC. Metrics were largely based on CRT and FDP/DCPH.

  • vinnyjr

    Have a family member working at T-Mobile and also one working as a sub contractor, they love it. Working conditions couldn’t be better. Always having a good time working there. T-Mobile is putting huge dents in the other Carriers, HUGE DENTS, Customers are jumping to T-Mobile and staying. This is all related to this. Dumb and Dumber have made some calls and whatever else they can drum up to give bad publicity to T-Mobile. Just as with Binge On, Free data and there are complaints? Mostly from people who aren’t even T-Mobile customers and the T-Mobile customers that are complaining don’t even know what they are complaining about. Never been happier with any Mobile Carrier than with T-Mobile. Thank You T-Mobile, Thank You John Legere.

    • DStudio

      I have accounts with all the carriers. I frequently deal with an employee who used to work at an AT&T store and is now at a T-Mobile store. She is much happier there.

      Unsurprisingly, the employees who are happiest work at the carriers I have the best experience at. T-Mobile is my favorite to deal with, and Verizon (though expensive) is good too. Sprint is relatively bad and AT&T is worse than that.

      In no way does a union guarantee better working conditions. What it does do is empower the union to appropriate part of each employee’s salary. If only the unions would put this much pressure on AT&T to improve working conditions, they might actually prove useful. I doubt they actually care much about working conditions, as long as they keep getting their cut while salaries (and hence their revenue) continue to slowly rise.

  • S. Ali

    CWA union trying to muscle another company into submitting to their ridiculous demands. These guys should not be taken seriously. They are THUG lobby who only work to line their pockets with money.

  • vrm

    The incidents described seem hardly confined to t-mobile’s call center though the dunce cap seems unprofessional even if only other t-mobile employees see you in it.

    These CWA suits haven’t seen what goes on at car dealerships. You are either king or you wish you were at t-mobile.

    • Acdc1a

      With the alternative being firing for performance, I don’t see the issue with it.

  • rtgre

    Most call center jobs and working conditions are sh*t.

  • Germany must be a paradise for the representatives of the German people to be concerned about the working conditions in other countries.

  • Jonathan S. Flores

    ehhhhhhh i love working for tmobile, i don’t want any union bullshit come and try to get my money..

  • RVD29

    How about this company address the issue of only hiring part time sales positions.. How is anyone supposed to support a family or pay bills with only 16 hours per week and usually have 3 days off a week .

    I do love working for t-mobile but I do think someone should look into this. Why does Verizon and AT&T only hire full time work? Because they want their sales reps to be there mentally 100%

    • Jesus

      Must be your store. Where I work we get hired for both. Try relocating.

    • Austin

      Usually hours are based on performance… Either your store is overstaffed, or you need to start gaining some attention via performance.

      • RVD29

        I have been in the company for 5+ years and my performance as a part time employee has exceeded what our full time employee has been doing. we are definitely over-staffed by 2 sales associates, but no one has made any moves.

  • mikeZo6

    not right a rep only works 16hrs a week

  • AbbaCabba

    Having previously been a Retail Manager at T-Mobile for 8 years, I will add some insight. T-Mobile is not necessarily a bad place to work, it just is not a good place to work. They are notorious for under paying their employees and understaffing their stores. As a manager you are in a position to exercise judgement, however you are not given the resources to do so. It is quite frustrating. My store was always number one in our market and very rarely number two. We almost always satisfied every metric requirement in our stretch goals which translates to over 100% to goal consistently. We were the largest store in our market and were considered a “Must Win Location”. That is a disguise for constantly being micro managed. I always felt that a small improvement in every other store in our market would have far greater impact in the markets numbers. A lot of locations were 75 to 85 percent to goal consistently. Improving those locations would yield far greater results. T-Mobile does not want free thinking individuals, at least not in management positions. I can not tell you how many times I was told to “Just Run The Play” it is maddening to see the solution, point it out and just be ignored. I left and started my own company. It was the best thing I could have ever done.

    • Klay Curry

      You know this could be a direct reflection of your DM and not T-Mobile as a whole. Some DM’s love to micro manage and some DM’s let their store managers actually run their business.

      Glad to hear that you’re off to bigger and better things.

  • Shawn

    Cwa cries have been going on for 10 years because they can’t get their claws in the company, so they find people that will only give half the truth to complain.

  • Pitnonymous

    I’d like to share a story of something that happened when I worked there ~3 years ago, right when Leger started. Somebody in the company filed a complaint after seeing a photo from a “Magenta Day” celebration of a manager with a large amount of ear piercings, a nose piercing, and visible tattoos. This was from another store in my market, but everyone in that store (and for that matter, most of their customers from that small self proclaimed ‘punk rock town’), dressed like that. Next day, we all receive a corporate communication telling us 1 piercing per ear allowed, no facial piercings, no visible tattoos (I think no tattoos? can’t remember). Anyway, this employee made his case and Leger caught wind of it. There was a large event about a week later where both Leger and this manager attended. Leger met with this manager personally and changed the policy so it was pretty much up the managers’ discretion how they wanted their employees to dress.

    The employees and managers were great and I’m still really good friends with many of them, the pay was unbelievable if you worked in a high volume store like where I was, and the benefits were fantastic despite being part time (tuition reimbursement, PTO that accrued faster than I could use, free bus/parking passes for high-cost city parking areas, 401k matching). I don’t know how call centers or corporate employees were treated, but their store reps are treated like royalty.

  • Anonnnn

    I loved working for Tmobile and I miss working for Tmobile… I was put out of a job because my management team was pressuring our reps to qualify customers on the $0 down for all promotion and more than 10 reps were put out of a job. Not only that but nothing was done to the management team that pressured us. I miss Tmobile and I wish I could go back.

  • AbbaCabba

    HaHa, I did work in a high volume store. We did between 800 and 1,200 activations monthly. I guess great pay is all in the eyes of the beholder. I would much rather earn a profit then have my time leveraged for a wage. That is why I started my own company. It was literally the best thing I have ever done professionally. Some sales associates think 5k a month is great pay. I personally don’t know how someone could live on that little money. At least not here in Southern California, not comfortably. I guess if you are just looking for a job, it’s ok. It most certainly was not my career path of choice. I think outside of the micro management, the thing I found most frustrating was regarding operations. Instead of being proactive, T-Mobile has an incredibly reactive approach to things. Short staffed, not enough labor hours budgeted to properly staff the store, low inventories on hot devices. They want low churn, but think handset protection will solve the churn issue. It is all about having a strong network (I know it is a work in progress and constantly improving), quality customer service, both in stores and on the phone, and better blend of prime customers vs subprime customers. Everyone knows prime customers are more stable and profitable. I have always said they got 90% of it right 80% of the time. I had a great team working for me, and they would have no clue what management deals with. If you are lucky enough to have good manager you would never know all the negative aspects. It is not your job as a sales associate to know. On a side note T-Mobile is very anti Union. Any talk of union activity was supposed to be immediately reported.

  • Tmo2012

    T-Mobile is a sales job from the CEO to the part time employee. There will be a lot of stress even if you are on top. There no excuse for breaking the law, but know what kind of job your applying for before you start complaining.

  • A Small difference….

    As a long time customer, over 10 years, I do notice a small difference in customer service (call center) and at the retail level. In the past, if a representative said they would follow-up, it was guarantee you would get a call back with resolution. If you stopped by a retail store and asked a techie question…you readily got assistance with your device. Now, you are referred to customer serve…at least at-the retail stores I visited. Also, I had to contact the corporate level a couple times when my account was impacted greatly. Simply said, for me, T-mobile was always one step head of the industry due to their customer service. And to have great customer service, you have to have an acceptable organizational culture on any level. Finally, yes and yes, I still like T-mobile service in comparison to the other carriers…

  • Kravn

    As a T-Mobile employee for 15 years, I have nothing but great things to say about T-Mobile as an employer. Even in the dark years before John Legere turned the company around, we were treated fairly, and I never had my pay cut or had to forego a bonus. We are worked pretty hard, as you can imagine, since we’ve literally doubled our customer base in two years, but I see it as a team effort to try to keep up with the increased capacity and services requirements necessary to keep us leading the charge. It’s hard to put into words what it’s like to go from wondering if you were going to be “rightsized” when AT&T took over to being on the front lines of an industry revolution. While I do not work at a call center or in a frontline store (I’m a network engineer) I have visited both and have found my fellow employees to be almost universally happy to be here. This stupid union has been trying to break in at T-Mobile for as long as I can remember. Since they can’t get us to unionize, they shift tactics. While I’m sure there are butthurt current and former employees, I talk to people in Care, Engineering, Corporate, and Retail all the time. I’m not an executive or a manager, and nobody’s got any reason to sugarcoat their feelings about T-Mobile with me. By and large, people here are tired, but happy. A lot is asked of us, but we also tend to feel invested. We’re part of something transformative, and we know it.

    • patt

      Switched a month ago and always talk on twitter with reps. They always reply fast and help. So far only good things came out from them :D

      • David Icke

        Your option doesnt matter then, youre an ENGINEER – the call center employees are the ones suffering by this company. I’ve seen the times where they stopped our raises for YEARS. closed call centers in an effort to SELL THE COMPANY leaving THOUSANDS out of jobs or forcing them to move elsewhere to keep jobs — most of which were DEMOTED if they decided to move. Theres discrimination, firing for no reason, important information being held back from employees, our benefits changed and cut often.

        Yeah our customer base doubled — and we have LESS employees – thus making things even harder on the call center employees where there was constant streaming of calls with little to no breathing room. Months upon months with calls in queue for 40+ minutes for certain queues with no real concern as to the mental and physical well being of the employees as a whole.

        They only started changing things when the Unions pressured them more and more — the unions bring up big concerns and they scramble to try and make a change so more people dont want to unionize. They got rid of compliance (amount of time on phones vs break times) because fo the threat of being sued – yet you stil are held to a standard anyway.

        They changed the way PTO works providing an option for “PreAb” time so that you can leave when you want to for emergency/sick times… except they, in doing this, got rid of Same Day PTO which was a separate bucket of PTO time that was available at the beginning of days for any one who still would just like some time off that day… then back to PreAb… they changed and manipulated that now as well, to where you need two levels of approval to take it – even if it is an emergency – and they STRONGLY STRESS to you to not take it.

        There’s certain queues that are told to handle EVERYONE ELSES JOBS… instead of the calls they were specifically trained to do, being told transferring out to the right department is a fireable offence. Even if it is whats best for the customer. Once this information got out to other queues that department became a dumping ground for anything no one else wanted to try and fix or deal with – when issues of this were brought up to management we were told to just do what were told despite nit being paid more….

        these are just a few examples of things that are happening in the call centers…

        • Management or Not…

          Is that truly the fault of the unions or inexperience management? Ideally, given the changing climate and work environment, all should expect to be impacted to some degree…hopefully, without significant job losses. For me, I have experience the difference in the level of T-mobile customer service. I wasn’t sure until now of the reasons, that is, based on your comments (back-log of calls, reduced work-force with increase subscribers, reaching overseas call centers…etc. Hopefully, things will get better going forward…

        • De

          I don’t think its exclusive to Call Centers. I think its Front-line Support in general. Sales associates are consistently being pressured to hit numbers or be shown the door through documented process. Yes, this is a sales associates job. However there is no consideration for an associate who spends 2 hours fixing someone else’s mistakes while another associate is selling something and vice versa. Yes it should work out in the laundry, however goals set are based upon “door swings” which in some instances can be un-obtain-ably high. Some goals don’t align well with what customers want or need and you are penalized for it through weekly training’s, meetings, PIP, etc. Example: Data attach (paid data) has to be at X percent. However if the customer takes it off within 90 days as they see they aren’ t using that much, it impacts that associates paid data attach negatively.

        • Kravn

          Oh, I missed the memo that said my opinion doesn’t matter because of my job title. My bad. :) My experiences at the Bellingham, Redmond, Albuquerque, Birmingham, and Colorado Springs call centers (where i spent a significant amount of time chatting with the reps) didn’t reveal anything like the level of angst detailed above. While I would hesitate to diminish any unpleasant experiences you may have had, I find charges of discrimination to be hard to swallow given our almost hyper-sensitive PC corporate culture. A policy doesn’t mean a lone bigot won’t find ways to be a jerk, but the suggestion that there’s some institutionalized or tacitly embraced discriminatory behavior at any level seems like a stretch to me. Same day PTO is something I am not supposed to do as an ENGINEER either, and it’s particularly impacting in a call center where your work can’t simply be delayed a day – You’re scheduled and needed to fulfill an immediate daily need. It’s bad form, barring a real emergency. And man, I guess if I applied the logic that being asked to do things I don’t like or aren’t trained for with fewer resources was employee abuse, I’d have quit long ago.

        • Shill

          The Birmingham FC center is a horrible place with horrible management style including the former director and current director. No wonder they have so many people on FMLA THERE.

        • David Icke

          Same Day PTO is a separate bucket due to the daily service levels being higher than anticipated therefore they can allow a certain number of reps to not be here when originally scheduled; therefore it was a good program. It’s not just skipping out on work for no reason.

          Once again, being in Engineering is a complete diametric opposite to being in a call center. You visited centers – good for you – how many people would speak out to someone they don’t know about how upset they are about certain policies?

          You have to be absolutely daft to think anyone would be like “HEY! You! Engineer I don’t know – let me tell you some things I hate”

          People are afraid to speak out because they fear for their jobs. I speak out daily about things that I feel are unjust within the company. Do i think a union will fix it? No – not necessarily, but something does need to have a real effect.

        • Brian

          No matter what company your are with, the call center environment is a tough one. In the case of a company like T-Mobile, many people are calling up because they have some sort of problem that needs solving and, I would venture to say, that most callers aren’t too technologically savvy (the savvy ones can figure out what the problem is and then Google the solution). The reps that I have dealt with in the past have ALWAYS been very pleasant and helpful, as you also attest to, and this is after they have probably dealt with numerous beyond rude customers. In a call center, it’s just you and the customer on the phone so it’s not easy to listen to the many morons out there each and every day. Still, the Care reps do it day in and day out. In the retail stores, they have to deal with many of these same people (I use that term very loosely) face to face. The difference is that in the retail store, the rude customer is on stage in front of many other people (as well as on camera) so this creates a different situation but these reps also deal with it in stride. Still, there are always good and bad reps, just as there are good and bad managers and employees with and, unfortunately, without a work ethic….any company out there. T-Mobile has always been a World Class company when it comes to how they not only treat their customers (that did suffer a few years back) but their employees as well. There will still always be unhappy employees just as there are always unhappy people….no matter how good things really are. I totally have to agree with EVERYTHING that you said…even though you are only an ENGINEER (haha).

        • TMOTECH

          So why are you still working there if you are so miserable?

        • David Icke

          That’s an absolute asinine question to ask. Just because someone has issues with the way some place is being run, doesn’t mean that they are absolutely miserable. However; what it does mean is that I believe in the company – and want them to do well, but not at the cost of the employees health, mental or physical.

    • Question for T-mobile Employee

      Maybe this is a question for the T-mobile employees (Kravn and others), Is it truly the fault of the unions or inexperience management…or something Transformative? Ideally, given the changing climate and work environment, all should expect to be impacted to some degree…hopefully, without significant job losses. For me, I have experience the difference in the level of T-mobile customer service. I wasn’t sure until now of the reasons, that is, based on some comments (back-log of calls, reduced work-force with increase subscribers, reaching overseas call centers and at times, inaccurate information..etc). Hopefully, things will continue to get better going forward…

    • TMOTECH

      Yep. What he said.

    • TMO-RAM

      Yep hit it on the nail! I love working for this company! One of the best decision I have ever made!

  • HappyILeft

    I quit T-Mobile after working there 3 years. Despite putting up great numbers, they refused to let me or anyone else work full time… most of the time under 18 hours a week. I am now happily working for a competitor and making huge money working as many hours as I want.

  • BetterOff

    Monday,
    January 11, 2016

    4:27 PM

    There’s
    a lot to say about T-Mobile, a lot to agree/disagree upon as we can already see
    in these comments. I just want to share my story and point view. I worked for
    T-Mobile from 2003-2014. I spent the majority of that time in leadership as a
    coach in technical care. Going into T-Mobile in the beginning, I was wearing
    rose colored glasses. They offered the opportunity for advancement, building
    your knowledge in growing mobile/tech/communications environment, had good pay
    and the benefits were great. I started as a care agent and worked my way up. In
    the beginning, it was great. The company was focused on you. Even when we went
    through months with no time between calls the frustrations seemed minimal at
    first. As I got to progress in my role I felt like I could make a difference
    with this company. I got along with everyone and flourished as someone that
    could inspire others. Towards the end of my “career”, I feel it was a
    combination of things that affected me. Leadership ALWAYS got the crap end of
    the stick. We had to be strong in making sure that we represented the company
    in the best light. When we had the AT&T ordeal, we were the first people
    put into a room to figure it out (did I mention we found on about the merger on
    the web, not officially through company communication). We helped to maintain
    the panic which is expected, but we were always talked at. Regarding the union
    representatives, we were always brought in these meetings on the tactics to
    prevent at all cost any communications from union representatives (i.e. don’t
    communicate with folks standing outside the building, pick up all flyers within
    the building if any show otherwise we would have to “let them in”,
    snuff talk about unionizing and focus on all the great things T-Mobile has to
    offer, etc). In the last few years of my career never did I feel that we had a
    strong partnership in helping the agents. Some managers starting getting greedy
    and started pushing metrics. Others washed their hands in helping the frontline
    and focused only maintaining the best and letting the rest fail. Not to say,
    myself, as a leader in that industry that I was the very best. By no means was
    I the best. I was good at my role, I helped agents excel, I helped people get
    to where they wanted to be including getting a good number of my agents
    promoted to leadership or roles outside of operations. Still, as time went on,
    I continued to receive poor treatment. Rather than help it was more of a
    microscope to see how quickly they could get me out of the building and bring
    in the next person. Even when I applied for roles outside of operations, such
    as analytics, that I was clearly qualified for and got through multiple
    interviews my leadership still lacked in supporting me. The last nail in the
    coffin was when I was tasked to clear out a good handful of my agents due to
    “performance” before they sent me packing, unexpectedly. In the end,
    a combination of poor treatment, focus on numbers not people, and honestly burn
    out did me in. T-Mobile has a lot of great things going for it but at the end
    of the day, this article is pretty accurate. If you can brown nose enough and
    get the “numbers” you’re golden. If you’re struggling just trying to
    keep your head above water, be ready for scrutiny and everything else in
    between. As a company, they will continue to do well, and we’ll continue to
    complain or praise them. Take this comment as you will. It was my experience
    and I just wanted to share.

  • drago10029

    their call centers kinda suck. if ever ever require’s being looked into, never expect a call back. Had an issue with a phone not receiving MMS, the issue turned out to be my phone but a month into it, T-mobile never responded.

    best customer service in the business! lol

  • brybry

    I hate the call centers on the east coast. I’ve had the worst experiences with them.
    The best ones are out west. Colorado and Oregon are my two fav.

  • Jesse

    One of the big reasons I left T-Mobile and went to AT&T was the treatment. T-Mobile employees should join together and get into the CWA a union to have support from upper management

  • Max

    My wife worked at t mobile Chattanooga call center for 8 yrs of her 19 yrs with them as a team manager and was always one of the top managers in the center and was let go because of some bull /shit . Meanwhile the GM just sits in the office playing on his phone looking at Kacey”s Ass. She couldn’t handle/perform in the manager role , however because he really likes her he always finds her a job. the center will never move the bar with the GM that is there. He was moved from one center to this one and still can’t perform like a GM. If you are not in his clique he treats you horribly and moves you out. Can not wait to see the wife