T-Mobile Assisted Service upgrade fee launching on July 31 for select customers

tmobileassistedservicefee

Heads up, folks, because it looks like T-Mobile will soon roll out a new fee for select customers upgrading to a new device.

According to an image sent in by a tipster, T-Mobile will launch a $20 Assisted Service fee on July 31. The charge will apply to “the fraction of customers” that aren’t using JUMP!, JUMP! On Demand, or SCORE! and choose to upgrade their device in a retail store or through customer care.

T-Mo explains this charge by saying that it’s for their “assistance in the upgrade process.” Specifically, it’ll cover a new advanced SIM card, help transferring data between your old device and your new one, and assistance from T-Mobile reps in selecting your new device and performing the upgrade.

As for why the charge is being enacted, T-Mobile says that they have “more ways to self-serve than ever before” and they want to encourage customers to use them.

It’s not exciting to learn that T-Mobile could soon roll out a new upgrade fee for select customers, but at least there are ways to get avoid this Assisted Service charge. Those include being on JUMP! or JUMP! On Demand, buying your device from T-Mobile’s website, or bringing a device to T-Mobile yourself. And if you are one of the customers that’ll be affected by this charge, now you’ve got an advanced notice that it’s coming.

Thanks, anonymous!

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  • Willie D

    That’s a carrier move if I ever seen one. A $20 Upgrade Fee, or $20 fee to visit the store and get your item TODAY vs waiting a week and getting it online? ARE THEY KIDDING?

    • Hurlamania

      you pay the $20 sim kit fee online already

      • Acdc1a

        Never ever on an upgrade.

        • Phone Guy

          I was charged at least once on an upgrade online for a Sim. I was not a happy camper.

      • Willie D

        Not when I upgrade my devices, even when I supplied my own SIM from the last device, they still give me the upgraded SIM free.

  • Hurlamania

    they already charge you extra on the website for “SIM Kit” so you won’t save there.
    it’s a very carrier move
    I don’t need there help if I want a phone I walk in tell them what I want pay full price and leave I don’t even want them to touch the phone.
    so why do I have to pay $20 ?
    can someone clarify a little better for me…

    • thepanttherlady

      Exactly what I was wondering.

    • keepitreal25

      You are wrong you don’t pay for a sim kit unless you are adding a line as of right now there is no sim card charge when an upgrading on a current line of service. You are seeing the charge on tmobile.com because that’s for new lines of service if you login you won’t see the twenty dollar sim kit.

    • J.T

      Full price of phone cost $30 more without upgrade, is on the retail store price card.

    • Phone Guy

      First off, they should open it. You can take the phone home, come back after you open it, and say there was a brick inside. Second, you can drop it, return it and say it was already broken. This is super super super common, even the brick thing. So they have a chance to open it, examine that it still works, has all the cords, pieces, etc. Customers are so dishonest and this helps to stave off loss.

  • Chris

    I have never once had someone help me select a phone, transfer info or even open my phone. If I have to pay $20 I won’t buy any phones from T-Mobile.

    • Hurlamania

      you got that right unfortunately we are in the minority and they don’t care.
      I think I know a way around it.

      • Phone Guy

        You will be that clever to “find a way around it” for a measly $20. Jeesh, isn’t your time more valuable than that?

    • Moby

      So don’t buy phones from them.

  • Hurlamania

    Sounds like they’re adding a customer pain point.
    they take away one and give you two more now.
    guess Q2 didn’t go as planned
    need to make it up somewhere as if the stock isn’t high enough gotta raise money for wall street.

  • jonathan3579

    There’s no defending T-Mobile on this move.

    • Richard Roma

      Plus, tmobile has the worst ordering / billing system of any carrier. While orders can be processed fine, if your order has some sort of issue, you are given a massive runaround.

    • Why not? They are a business and they need to make money. Making it off people that are too lazy to help themselves makes total sense.

    • Phone Guy

      It makes complete sense. Everything has been broken apart (like air tickets) to let you chose how much to pay. Now rather than raise prices for everyone in one massive price increase, they can just charge those that want to go into the store. Yea T-Mobile.

      • jonathan3579

        Cool story, bro.

  • NardVa

    The job of the retail store is to sale and I’m guessing there is a lot of wasted time babying people who can’t install their own sim and transfer their own data/contacts.

    • thepanttherlady

      Then the fee should be imposed on those that need the assistance, not all customers.

      I refuse to pay someone $20 more to do their job (ring up the sale). If that’s the case, give me a self checkout area to do it in and I’ll ring up my purchase myself.

      • jonathan3579

        It’s funny how much smoother self checkout can be.

        • MattPortland

          I agree. I almost use it exclusively. Scan scan, Samsung Pay, out the door.

      • MattPortland

        That would be awesome.

      • Moby

        The self checkout area is called “online”. Buy it online and there will be no fee. Simple.

        • thepanttherlady

          Not going to happen. I’ll purchase my phone’s elsewhere.

        • Phone Guy

          Brilliant. Exactly. The panther lady does not think.

  • Hurlamania

    why wouldn’t they just charge it if you wanted the extra transfer service instead of adding a pain point

  • Hurlamania

    that’s like WalMart charging you $20 for shopping in their store

  • Hurlamania

    John Legere approved this and thinks it’s good??? Baffled

  • birddogg98

    It’s for all the customers who waste the employees times taking an hour and a half to transfer their thousands of pictures they can’t back up on their own… or aren’t aware of how to

    • thepanttherlady

      So charge them, not the customers who just want to buy a phone and get out.

    • patt

      Customer is the one who pays “so you get paid” oh and comission when you try to up sell bunch of over priced cases,screen protectors? did I say over priced? those even more. I won’t ever step into a t-mobile store because of this fee.

      • Phone Guy

        So sad. I’m sure a pre-paid carrier is just waiting for you, and they will get you one way or the other. Adults crying over $20. So sad.

        • patt

          Actually I have no reason to go to pre-paid. Unless you find me better deal then my Select Choice Unlimited Family plan. Approx 40$+ tax for unlimited data w/5GB hotspot.

  • mingkee

    This is anti customer. Perhaps T-Mobile gained way too many customers and they want to pour some out.

  • This is simple reality when your margins get squeezed. People are expensive, and knowledgeable people in-store are quite expensive. The typical minimal-wage hire (whether that wage is $8 or $15) are unmotivated and not conducive to complex customer interaction. There are exceptions, as always, but this is the reality of it.

    So what do you do when Wall Street expectations don’t support putting people on the payroll with zeal and expertise — at $20+/hr (plus, of course, mandatory benefits such as Obamacare since that is now law — and forget about “zeal” and “expertise” in part-timers which is what you have to do to avoid those mandates)? You have to cut back those people, or eliminate them — which means giving the job to a computer when you can, and where you can’t the customer winds up with the bill.

    Oh, and as for the $20 “sim kit” — the SIM costs T-Mobile under a dollar to make *including* the packaging. Talk about a profit center, now THERE is a profit center! The only reason they can get $20 for it is that you must buy it from them to be on their network, of course….

  • Jimmy

    So if you go to a t-mobile store to swap out the sim card of an old phone to a new phone it will cost $20? Can’t you just do that yourself lol

  • Trevnerdio

    I’m sorry, aren’t the reps getting paid to…ya know, help with that kind of stuff? This is recouping profits for T-Mobile.

  • Panzer

    So much for no BS fees and overages.

  • Sims

    This move isn’t very un-carrier of t-mobile

  • steveb944

    That’s ridiculous.

    • Phone Guy

      Its fine.

      • steveb944

        So you like paying people extra for the job they’re paid to do already? And I’m not talking exemplary service.

  • lomsha

    Bs fee

  • David

    I’m going to start off by saying that this is a BS move by T-Mobile. Being a former employee and sales associate with them, I can tell that there is going to be some frustration when those select customers visit a store looking to upgrade. The bright point is that JUMP customers, which make up the bulk of upgrade opportunities, are not affected by this. This does raise another issue that I have had with T-Mobile from an employee standpoint. This is another example of T-Mobile sets the in line store up for failure. This will increase online sales but decrease store visits, which in tern, means less money in commission for sales reps and store management. T-Mobile has been playing the online store against the brick and mortar stores for quite some time and I thinks its horrible. When you order online, you usually have to pay for shipping and you have to wait. You can go to the store and get the product right then and there. I took pride in helping get customer’s new devices set up. Some people are more needy than others, true, but I don’t think charging customer 20 dollars to upgrade is a smart idea especially after advertising for so lone “No Upgrade Fees”.

    • thepanttherlady

      Another important point to make to what you’ve written is: Less traffic, less need for as many employees.

    • Phone Guy

      Its not an Upgrade Fee. It doesn’t cost to upgrade in all the other channels. so it truly is an assistance fee (and way to grab a bit more money per bag). So be it.

  • David Thoren

    Wow… so much hate in these comments.. I mean, I would never need a service like this, and my guess is that no on here would either. All of my stuff is backed up automatically, so my process of getting a new phone up and running entails taking the sim out of one, putting it in the new one, and logging in my google account.

    • thepanttherlady

      So how do you feel about being charged $20 when you do the work yourself?

      • David Thoren

        And where does it say you will be charged for doing what I posted?

        • thepanttherlady

          Read the screenshot. Unless you’re enrolled in one of the programs listed or order online, you’ll be charged.

        • David Thoren

          “AND upgrade their device in a retail store or through care”
          Nope, try again.

        • thepanttherlady

          That’s exactly what these comments are about. Those of us not enrolled in those programs are forced to order online if we don’t want to be charged. I want to be able to walk into a T-Mobile store, purchase my device and set it up at home. I shouldn’t have to pay $20 to do so.

        • David Thoren

          So it’s a $20 instant gratification fee. Whoopdee doo.

          I just don’t see being “forced” to buy online as some sort of inconvenience.. I would rather just have the phone waiting for me when I got home.

          And again, what you said in your first response still didn’t apply to what I posted initially. Doing the work yourself is still free.

          And yeah, it’s a stupid fee, these comments are just a lot of hate.

        • thepanttherlady

          Instant gratification? For some, sure. T-Mobile also only ships to billing addresses. I prefer not to have an $800 phone (or whatever amount it is I’m spending) sitting in front of my door for 12 hours while I’m at work.

          ETA: As I commented on another post, this could actually be a bigger deal than we realize. The more they “force” customers to purchase online the less need there will be for reps in actual stores which equals job losses.

        • keepitreal25

          not true people will still go into stores regardless of what they say in these comments , because they need the ability to finance their phones , if it would result in the loss of jobs t-mobile wouldn’t do it smh.

        • thepanttherlady

          Not everyone “needs” the ability to finance a phone but I truly hope I’m wrong about this.

        • Acdc1a

          You think T-Mobile wouldn’t like to trim payroll?

        • keepitreal25

          Not at the cost of losing revenue? I’m pretty sure they wouldn’t be opening more stores like they have been doing and upgrading cuTrent stores just to get rid of employees. Everyone needs to realize tmobile is just trying to utilize the funds they invested into self service because that was a huge customer pain point and thats what where most companies are going to. I understand everyone doesn’t like doing things themselves but if it’s easier and saves you 20 dollars it’s definitely a good option.

        • 21stNow

          I was wondering if T-Mobile still only shipped to billing addresses. That means buying online is not an option for me because either the courier would leave the phone at my door and it would be stolen within minutes or I could have it rerouted to some place to pick it up which would be much more inconvenient for me to get to than a T-Mobile store would be.

      • MagicMiguel

        Can we opt to upgrade without their assistance?

        • David Thoren

          Based on:
          “As for why the charge is being enacted, T-Mobile says that they have “more ways to self-serve than ever before” and they want to encourage customers to use them.”
          I would say that yes, that option exists.

        • ragumaster

          No that is not an option.

        • thepanttherlady

          Yes, online.

        • Joseph Cascio

          But then you pay for a required sim card which is $20 even if you don’t need it. There is no way to remove it from your cart.

        • thepanttherlady

          The question was regarding the assistance fee but there is a comment down below a little bit (I think the last one) that says no sim kit fee on an upgrade via online. I haven’t purchased a phone online with T-Mobile in some time so I couldn’t say if that’s correct or not.

        • shirokuro73

          If you upgrade in store, even if you require no assistance, no new SIM card, you will be charged the fee. I guess the retail associate ringing up the sale counts as “assistance” to T-Mobile. I won’t put up with this ridiculous fee.

        • Phone Guy

          You should leave T-Mobile over the $20 and run run run to another carrier. So sad.

  • Jason Caprio

    Not that I’d ever need this service, but this sounds like nickel and diming to me. Some genius in their financial department must have had this idea to quickly raise some profits.

    • Adam

      Genius- no
      Plagiarizing Verizon’s upgrade fee – yes

  • cotty

    Sprint is going to JUMP all over this can’t keep prices low and let people bing on here comes the fees and other bs

    • JJCommonSense

      What could they say? They charge an activation fee and have been for years. If you’re Jump or JOD u don’t pay a fee.

    • tony

      guess how much they charge for activation fee at sprint? $35 each line

      • cotty

        They don’t charge you to ask questions to their reps like tmobile

  • Adam

    I always thought T-Mobile should spin off the retailer business. Having a conglomerate hides poor management decisions. I wonder what stores would be like if they had to stand on their own two feet.

    • Phone Guy

      Yucky. Well, they already have them. They are called Authorized Dealers, and some are downright nasty. Some look like T-mobile, but then have metal chairs leaning against the window. The Verizon Authorized Dealers are sometimes downright nasty, and sometimes nice. You lose all control of the quality of the delivery and product when you do that. I really enjoy my consistent T-Mobile retail experience.

  • shirokuro73

    I’ve been back and forth with T-Force (@TmobileHelp) on Twitter this afternoon. The charge is real, will apply from July 31. My scenario is I planned to visit a store to buy a Galaxy Note 7 on or close to release date. I dislike ordering online when alternatives are available. Waiting for deliveries is not convenient for me, and I have a T-Mobile retail store close. I plan to pay full-retail cost for the phone up-front. I do not need any help transferring data, neither do I need a new SIM card. I have a perfectly good nano-SIM I can insert into the new device. All I need is for them to give me the phone, and I give them my money. In this case, I WILL be charged the $20 fee. That’s simply, utterly, completely unacceptable to me. They can try to justify this however they like, but it is a money grab plain and simple. If they charge me this fee, and if they won’t waive it, I will NOT purchase the phone, and I will seriously reconsider remaining a (15 year plus, if you count VoiceStream) T-Mobile subscriber. That seems an excessive over-reaction (maybe even to me!!) but if customers don’t vote with their wallets, companies have and will continue distasteful business practices like this. This move is ill advised and shows that despite all the Un-Carrier hype, in many ways they are no different from the other carriers.

    • keepitreal25

      They already told you they are charging the fee, why don’t you buy it at bestbuy unlocked like most people do when they pay full price for something? not trying to be an ass but I don’t understand making a big deal out of something you can simply solve yourself and save yourself 20 dollars.

      • shirokuro73

        Nobody will know for sure until the official announcement on August 2nd, but it is highly unlikely the Galaxy Note 7 will be available unlocked (in the US) on release date. Samsung typically do not release unlocked phones in the US at all, and only in the last month broke this pattern by releasing unlocked US editions of the Galaxy S7 and Galaxy S7 Edge, several months after the carrier versions’ release. It is completely possible they will release a US unlocked Galaxy Note 7 on release day – in which case I will absolutely choose this option, rather than buy from T-Mobile. It is however far more likely that a US unlocked version of the phone will be launched weeks or months after the initial release, if at all.

    • keepitreal25

      im also pretty sure if you are paying full retail price upfront at the store , there should be a way around it, could be sold as a prepaid device , they will find a way as there would be no assistance necessary to provide someone in your scenario. hope it works out for you buddy

      • shirokuro73

        I hope so too. I spoke to them further on twitter. They explicitly told me that, even in a situation such as mine, where no assistance is required, by purchasing in store I will be given a new SIM card – which I don’t need. Since they charge $20 for new SIM cards (online or otherwise) that is how they justify the $20 fee. I won’t have the option to refuse the SIM card. That is the compulsory “assistance.” As you said, maybe something can be worked out – but that’s their policy as of July 31. If you purchase online, they don’t force the new SIM card on you (I went part-way through an example online order of a new phone, to check this).

        • keepitreal25

          Yeah I hope they hook you up, since all phones come with a new sim in the box, did they tell you what this new sim does, because I know the 20 dollar fee is a starter fee for new lines of service but shouldn’t apply in your situation. When it drops keep us posted!

        • Phone Guy

          Just pay the $20 and stop analyzing it. Your life won’t be over. Done. I certainly hope your personal time is worth more than this banter.

    • Acdc1a

      Buy your phones online and carry on with your life. Every other carrier does it and at least T-Mobile allows you the chance to avoid it.

      • thepanttherlady

        He already said waiting for deliveries was not convenient for him.

        • Acdc1a

          So then it’s a convenience fee… obviously Best Buy and other retailers are also an option. It’s a very “carrier” thing to do and I’m not defending it…but what are the alternatives?

        • thepanttherlady

          Personally, I won’t be buying my phones through T-Mobile anymore.

        • Kaulana1989

          Axon 7 unlocked $400 Wi-Fi calling HD voice 64 gigabyte Snapdragon 820 Dolby Surround Sound front facing speakers

        • thepanttherlady

          Will be in my hands on Thursday. :)

        • Phone Guy

          For $20? I laugh.

        • thepanttherlady

          It’s called principle.

        • shirokuro73

          It’s absolutely a convenience fee. It’s an in-store-purchase fee. As for alternatives, it’s highly unlikely an unlocked Galaxy Note 7 will be available on launch day, or within weeks or months of it, at Best Buy or anywhere else. I hope to be proven wrong on that. Best Buy also do not sell T-Mobile branded phones. I’m not sure who does, except for T-Mobile prepaid devices, which are available most places. As for alternatives – it’s really a simple choice. Buy in-store and pay the fee (it’s such hard work ringing up a sale) or buy online and don’t. It’s not defensible. First world problems? Absolutely. That doesn’t make it right.

        • Phone Guy

          How important is this guy? There are Amazon lock boxes. There are deliveries to his office, to FedEx Office. Is he that important that nowhere can accept his package and not “inconvenience him?” So funny. Sad actually.

    • gmo8492

      You can almost get most fees waived if you’re a little persistent. I had a friend who bought a S6 last year, but it had some defect or scratches on the back. After 2 days of owning it he wanted to return it and buy another one. He did mention the phone was scratched and the manager literally tried to blame it on him and still wanted a $50 restocking fee. It got a little heated, but he forced him to call up the district manger to waive the fee. I think if you can haggle a bit, they can waive the fee. Its inconvenient, but not too bad if you don’t upgrade often.

      • shirokuro73

        If and when I find myself in the actual situation, I will definitely do whatever I can to try and get the fee waived. I’ve had some success in such things occasionally before, not really in-store, but by contacting support after the fact. I certainly don’t want to make anyone at T-Mobile’s life difficult – they are all just doing a job after all and don’t need grief in their life – but I take immense exception to these kinds of things and I will, as politely as I can, stand up to it.

    • ragumaster

      Bro they will charge 20$ just for this.

    • Clifton K. Morris

      They likely need a source of income so executives can get their bonus checks.

    • Phone Guy

      Just buy it online from E-bay. No fee. Jump customers pay $2 more per month over the regular $10 insurance, which is $24 dollars more per year so if you are not in jump, you are only paying $20. You are still getting the best deal. Everyone is complaining. Just pay and move on.

    • Chris

      How about taking all the time you just waisted and send legere a tweet and actually make your voice heard! Garantee he hears and listens and with enough outrage and comments he will consider it!

      • shirokuro73

        That was one of the very first things I did. He did not reply, but someone from T-Force did. They largely towed the company line about the fee (can’t blame them, it’s their job), but after much of my griping at them, they did tell me to contact them when I buy the phone, and they would work with me. As for the fee itself, you are right, it is here and it won’t go away without a large stink being made. I don’t see that anywhere except on this page. I spent the better part of an afternoon back and forth with T-Mobile. I’ve done my part.

  • mreveryphone

    Wow… I usually defend T-Mobile on other blog sites but looks like I’ll have to steer clear of this subject… They might as well collect the money at the door if they’re going to implement this! Smh…

  • netplayground

    Seems to me that this isn’t a huge revenue generating thing, but rather an attempt to motivate a very select group of people who have yet to adopt more cost effective habits when handling business with T-mobile.

    Years ago banks had to hire lots of tellers to keep their customer transactions happening in a timely manner. The tellers are gone … replaced by ATMs. The bank is happy to cut payroll and customers like having full access to their banking 24 7. Everyone wins.

    The T-Mobile store I visit to handle JUMPs etc is always jammed. Any little change that can shift someone from a store visit to a total online transaction helps EVERYONE. Less wait time for those customers who need to handle upgrades in person, happier employees who won’t feel as rushed trying to handle the overflow of waiting customers in the store, and T-Mobile saves some money in the process.

    It’s all about changing habits to reduce costs ..

    RICK

    • Arturo Fernandez

      Wrong, it’s both, incentive and revenue, think… $20 per customer.. With the jump they’ll get more than without it

      • Hector Escobedo

        I agree with you netplayground
        As a business somethings gotta change

  • Critic4U

    So basically if your only on a EIP you will get charged the $20 for the upgrade to another EIP in store or call Telesales , but if you jump into a lease that you cannot payoff early you will not be charged the fee. Basically the fee covers you not agreeing to a lease contract where they can lock you in for a certain amount of time. However you could bypass the fee just by using online sales.

    • Joseph Cascio

      I’m on JOD and can pay off my lease at anytime. Not sure what you’re talking about.

      • Hector Escobedo

        Jod you can pay in full
        Or instead you can put jump on it for awhile. It’s worth it anyways if you buy a 700 dollar phone.
        every big carrier does this. We’re just privileged to have Tmobile offer lower cost or no cost on these misc fees

      • Critic4U

        Doesn’t give me an option online, where do I pay it online?

        • Joseph Cascio

          You have to do it in store or over the phone and you can only pay the remaining amount in full.

    • Phone Guy

      My Jump is not a lease. Jump 1 is a pure sale. Jump 3 is a lease.

  • Daniel Marchand

    If the SIM starter kit is included its the same price as it already was…

    I get my phones at Costco anyway free accessory, $25 rebate, and no SIM fee.

    • Joseph Cascio

      Does Costco do T-mobile phones?

      • Daniel Marchand

        Mine does, plus you can buy from their member wirelrss online.

      • Clifton K. Morris

        Yes, It’s a small company called Wireless Advocates at my Costco. It’s an off-shoot of CarToys, a company based in Seattle.

        If I’m not mistaken, Wireless Advocates has several former T-Mobile VPs and Directors at the company whom grew tired of T-Mobile creating fees for servicing customers.

    • JLV90

      SIM fee was generally for new customers, this adds it to upgrades in store as well.

      • Daniel Marchand

        Gotcha I assumed they made you buy a new SIM with each device.

        Only bought first phones and a free tablet from mobile store

  • ndog21

    This fee is ridiculous for me as I don’t want to shop with T-Mobile online. I’ve read too many horror stories about lost returns or warranty replacements. If I use my existing sim and don’t need any help setting up the phone I shouldn’t be subject to an assistance fee. AT&T is looking good right now. At least they call it a upgrade fee and not depict it as something it is not.

    • shirokuro73

      If you buy in-store, they will force a new SIM card on you, and use that as the justification for the $20 charge. They’ve confirmed this to me on twitter. Note that you won’t have to activate the new SIM card – you can insert your old SIM to the new device – but you have to take the new SIM, whether you will use it or not. It’s extremely disappointing and unfortunate.

      • Phone Guy

        Funny thing is the sim card is actually already in the box. It should be included in the phone charge but you are double charged.

      • Amit Shah

        Depends on the store you go to.

    • Phone Guy

      But its not an upgrade fee. It truly is an assistance fee, as if you upgrade in any of three other ways, there is no fee. Its only when you want to hang out in a store, talk to a person, and do it that way. Of course at&t calls it an upgrade fee as you are charged no matter how you upgrade unlike at T-Mobile where you are only charged when getting one on one assistance with the purchase. It sucks but it is depicted correctly.

    • Moby

      Then take your service to AT&T.

      • ndog21

        I opened a GoPhone account yesterday to try the service. Their band 2 helps a lot here.

      • ndog21

        I’m looking into it now. I just opened a new AT&T GoPhone line.

      • ndog21

        Update I opened up an AT&T Postpaid account this past month and my new iPhone 7 and their service is great. They’re actually faster than T-Mobile here in West Los Angeles.

  • Walt

    Switch to metro pcs. Same network, 1/2 the price

    • matt

      63 percent !

  • Arturo Fernandez

    It’s an insult to call it that name and charge for that… I also don’t need that assistance and don’t have jump, I can’t believe that … Maybe it’s time to switch?

    • MadJoe

      I remember prior to JUMP being a thing T-Mobile started charging a $15 upgrade fee that I wouldn’t pay. They tried to get me to pay it twice, and twice I refused but they upgraded me anyway. I hope they at least do that for customers who refuse this crap charge, too.

    • Hector Escobedo

      Other carriers have the similar fee even if you pay in full. They even have higher activation fee. Like a previous guy said if you want better coverage and promotions money has to come from somewhere, at least there’s options on how to avoid it. I myself always put jump on high end devices it makes sense

    • Clifton K. Morris

      Cricket will include taxes in their monthly plan rates. T-Mobile just prefers to advertise the “free” item of the week which is often completely unrelated to the service T-Mobile offers.

      Charging for customer service (of any type) shows a serious lapse of judgement at the company.

      • John Wentworth

        Cricket also has an activation fee, and it’s more.
        I agree with what you’ve said about charging for the service your paying for.
        But when every carrier is doing it we can’t completely escape it.

        Buying online is the only way to escape the activation fee.
        But I’ll do it, because the value for a dollar I get at T-mobile can’t be beat.
        I’m grandfathered on 2 unlimited lines for $100 and we use a lot a data.
        Nothing currently out there can beat that deal.

        but I’m not happy about it.

        • Clifton K. Morris

          I thought about that too.

          But what do you pay in taxes and fees; above and beyond the advertised rate..? Taxes and fees alone can be as high as 20% extra in some parts of the country; and those fees are charged monthly.

        • John Wentworth

          Well we pay an additional 3.99 for voicemail to text on my wife’s line (she likes it) for a total price of 103.99

          Total price is $115.39 with all taxes and fees in NJ
          $11.40 in taxes and fees on a 2 wireless lines isn’t bad.

        • Lance

          Tell your wife to switch to google voice. It’s free.

  • Those Network Improvements and new BW they are purchasing and the goodies of “Buy one, Get One”, 4 Lines for $120, Music Freedom, #GetThanked, BingeOn. Gogo, Free Unlimited Data all over – has to be paid for somehow…RIGHT? What did you people think, all of this was “FREE”? LMAO! And they are supposedly planning on doing that BOGO on the Note 7, too? THEY are taking a BIG financial hit.
    Now they are back to offering “FREE” Tablets with the subscription of a data plan, this weekend.
    I mean, you DO want TMobile to be able to get New 600MHz BW right? All of the new people coming from Verizon for a better deal, DO want coverage on par with Verizon, riiiight? QoS IS important to customers, riiiight? Or did you just come for the Free Pizza?
    All of this at a cost far lower than verzion is still here, but YOU HAVE TO PAY FOR IMPROVEMENTS and “loyalty programs”!
    All of the money Verizon collects from its customers, and they haven’t offered not ONE DAMN THING for “FREE”!
    All of these idiots talking about: that’s not very un-carrier of them… When you run your own company, you let me know how it turns out when you sell everything with a LOW cost and give away “FREE” continuous perks and prizes, all while trying to improve your position!
    Verizon is NO DUMMY. And neither is John Legere!

    • Anti-Independence

      We paid for these services , right?

  • Guest

    The FCC should control the standards like VoLTE so we can still have a real option of buying unlocked phones to upgrade without having to deal with a carrier.

    Then we would have a real option other than the JUMPS and HOW HIGHS.

    Then we may accept an upgrade fee for those people that really need help in upgrading, don’t know how and take an hour or two of an employee’s time.

  • TaekwonBo

    Could you buy a phone with jump to avoid the assist fee then go to home and cancel jump? Is unfortunate I have to think this way but it’s worth the extra work

  • J.T

    Free pizza, ice cream etc… Someone has to pay..NOTHING is FREE

    • Clifton K. Morris

      Then, just out of curiosity, what expectations should I have when I pay my monthly statement? Just let me know so all my expectations can be adequately reset.

      If my power meter goes out at my home, the power company doesn’t come to my home and then charge a fee blaming me for needing “assistance” to replace equipment necessary to receive service. Nor would they just create such a fee with one week’s advance notice.

      • Phone Guy

        I don’t know. There is not much reason to have to get “served” when it can be done cheaper online. I mean, you can still call the electric company, wait 30 minutes, and ask them how much you owe each month, (a support call costs the company about ten bucks) or pull it up online in one minute. Every human touch cost more money. I don’t have any problem with their new fee for the few who do it the old fashioned way.

        • Clifton K. Morris

          So what does the bill I pay for provide? Perhaps my expectations should be lowered. Help to properly reset my expectations.

          I don’t pay for repairs to the electrical wiring to the home, water or gas lines or cable TV cuts. When there’s an issue, they fix the issues. It’s a part of being a customer.

          But if your with T-Mobile, and the phone doesn’t work, I’ve actually found it quite curious (and appalling) that they’ve actually been trained to blame you home for not being in coverage. There’s a $50 fee for a microcell device and they’ll need you to donate your own internet to provide wireless service to everyone on your city block.

          But this new “Assisted Upgrade Fee” is even worse. Employees have already been hired, the store is opened, and product is in the employees hands. At this time, you are requesting customer service to the account and standing at the register. If your not lucky enough to be paying $120 (annually and per line) more than the price in the ads, for JUMP insurance, you get hit; and are required to pay extra. Remember this- all the carriers- Verizon, AT&T, and Sprint all have “Assisted Upgrade Fee” promotions too. That promotion is called “We’ll Pay T-Mobile’s cancellation fee”.

          Consider that 10-15% of all T-Mobile customers upgrade on an annual basis. So with 61,000,000 customers, a $20 additional upgrade fee is just a clever way to make a quick $20 at the expense of doing work, and providing service in the form of customer service.

          Wireless is different. It’s worth shopping and switching to another company for better customer service if you don’t intend to buy pizza and taxi rides from a wireless company.

    • JakZ23

      My t-mobile service charge its been the same for almost 2 years, no change. When I was in verizon my charge was never the same, it was increasing and increasing every bill, ATT was the same trick. Also I never had an extra charge for customer service, no even in the electrical company. So enjoy your free frostys and Pizzas while they have money to spent, once they ran out of over revenue profit there will be no freebies.

  • Philip

    Sure. But the last promo that I did which is buy 1 get the 2nd for 50% off, I cant do it online or over the phone and I can only do that at the store! Do I get charge for this $20 fee?

    • Anthony Joseph Taubenkrau

      Not if you are on Jump or enroll in Jump.

    • John Wentworth

      Yep you would be charged now

  • Clifton K. Morris

    I love it when companies invent new $20 fee for customer service. It’s like saying a car wash is free when you buy $25 in gas. But to make up the difference, gas at that particular gas station is 75¢ more per gallon. It’s a shell game for suckers.

    SIM cards cost the company between $1 and $2 in bulk. Saying that the SIM card is some sort of “added” value is almost as if my bank wanted to charge me for a replacement credit card. It’s counter-intuitive the way these fees work; a fee should never be associated to service including customer service, or SIM cards which is a requisites to even getting service. Without a SIM card, there’s clearly no “benefit” at all doing business with T-Mobile there is no service to be used.

    In a nutshell, the way this fee is described, it shows a problem with T-Mobile. Its almost as if company actually doesn’t want to sell you service, they just want to pat them on the back, receive “Kudos” and also open your wallet and tell them that they liked the recent advertisement.

    I have a theory about fees. The next fee at T-Mobile will be a “Door Opening Fee”. When you arrive, the door at the store is locked. If you want to get inside, the charge is $5.99. If you want the sales rep to smile at you, that’s $3 more. When finished, and if you need a shopping bag for your purchase, that will be an additional $1.50.

    • Willie D

      In San Francisco, law mandates bags are $0.10 per bag anyway…

      • Clifton K. Morris

        But the 10¢ fee that needs to be collected adds $1.20 in accounting and auditing costs. See the brilliance in the new fees?

        • …and you know this how?

        • Clifton K. Morris

          Look at it this way-

          Someone has to manually calculate the fees, write and send a check. So taking into consideration that the typical salary of a CPA or accountant who can certify bag sales and also have director-responsibilities (signing authority; and ability to write a check) is likely between $95k-$120k in the Seattle Labor Market. Additionally, the total fully-loaded overhead including bonus, 401(k) and healthcare benefits add about 20-25%, so the final cost will be around $1.50 per bag.

        • Allen Alberto Enriquez

          I love this picture! It’s so true! Your best highly educated in this field’s! I know it was your choice and thank you for sharing your experiences while it’s still free of speech before it cost us to say.

        • VernonDozier

          Yeah, then after they certify it, they’ll work 90% of the time posting comments online. Their role turns operational in nature; supporting marketing efforts.

        • Clifton K. Morris

          Can I get an AMEN, Brother..?

    • Robotanker

      a for profit company making money. what a novel idea.

      • Clifton K. Morris

        I’m just sayin, I’m a capitalist, too. T-Mobile, is still partially owned by Germany’s Taxpaying public through a complex ownership structure. Should the shareholders and taxpayers in Germany desire to make a lot of money, they should replace all the stores with vending machines. Consider something similar to what Best Buy does in airports. Start by placing the vending machines at T-Mobile Arena on every floor in Las Vegas as a test. Then, T-Mobile vend-o-matics should be installed at grocery stores and gas stations.

        Within a 5 year period, the money saved on rent and human labor could easily be transferred directly to the bottom line. In turn, that equates plenty of profits for whatever new bonuses management can dream up. It’s a very capitalistic idea, and who really cares about T-Mobile’s experience of wireless service? Management already identified the opportunity- and customers really like and desire FREE pizza.

        • jimt

          They only gave pizza for 2 tuesdays.

        • Clifton K. Morris

          And they will do it again. It was a huge promotion for the brand.

    • JakZ23

      Verizon and ATT have the same charges, but they aren’t explicit, you will see a 40-80 hidden charge that will cover those fees plus a extra. When you can pay unlimited everything for a good fee and not get limited you get happy, tell me why switch to verizon and pay a $450 data plan for an similar play plus pay a high activation fee, sercive fees, and hidden fees?

      • Clifton K. Morris

        Some people are willing to pay extra for service from a cellular provider because AT&T/Verizon originally started building networks in the 1980s.

        The reason why Verizon and AT&T will always work better is because of their customers. These companies tend to win Government Contracts to provide service in areas where emergency responders need a reliable signal. Today, even Sprint is better option because of the $36B acquisition of Nextel. That transaction included towers, infrastructure, low-band spectrum licenses originally used for walkie-talkie.

        This customer segment, (first responders) needs will always have higher priority because their work, and need to communicate is taxpayer-funded. The absence of service means networks will be built quickly; and prioritized higher than the next “Uncarrier Promotional Event”. There will be better service on companies that provide service to first responders in your area. It’s unfortunate that T-Mobile can’t seem to develop an app for free stuff.

        • Lyric Bethea

          sounds like u just need to leave tmo.. ur just not happy..

        • Acdc1a

          Sprint covers 270-280 million pops (depending on the source) compared to T-Mobile’s 308 million. Your information is outdated and just plain false.

    • Allen Alberto Enriquez

      That’s so well said! I can see all of that happening!

  • matt

    Yeah. I think this is bogus. The Apple Store would assist you in upgrading to a new iPhone
    Or transferring to an iPhone for free.

  • Sushimane

    Pretty ridiculous paying a extra 20 dollars just to upgrade to something that you wouldn’t need any assistance to begin with. If you like a phone you get it what more assistance do you need.

    • JakZ23

      If your old phone has a compatible SIM card you don’t have to pay the $20, because you should be able to swap the sim vard by yourself and save the assistance fees.

      • Clifton K. Morris

        No, in the article above, T-Mobile corporate employee, Carol Franco, describes the fee on bullet-point #3 as fee to pay for “specialized assistance in selecting a handset”

        Don’t over-analyze or over-complicate things, because this is a $20 fee for access to a customer service rep.

  • Smart! Why should those of us who DON’T want or need retail help have to pay for those who do?

    • tapmaster

      Using that logic, we should all be charged for any human interaction. Customer service should be a luxury item. There should be an Assistance Fee for going to every retail store if you use a human. Of course, if you use self checkout, you will be charged an Equipment Fee. Don’t worry, there’s always the “free” online option. That is, if you spend more than $50 or some arbitrary amount.

      • We already are charged for any human interaction (with a business). Did you think the employees were working for free? I think the basic idea is that those who cost more for a business to serve should pay more for service. That’s why companies like Amazon and Costco have been so successful. Works for me.

        • Allen Alberto Enriquez

          Great analogy!

      • Acdc1a

        Anyone who has banked in the last 5 years is already used to this. Want to talk to a teller? Better have a high minimum balance or you’ll pay me.

  • killjoytre

    “Tmobile will charge you $20 for the privilege of selling you a phone”. Your welcome…

    • John Wentworth

      It’s an activation fee, renamed because they’ve slammed other companies for activation fees before.

  • Robotanker

    the fee makes since and is too easy to avoid. yall need to get a grip.

  • Anti-Independence

    T-Mobile website is just a piece junk

    • I like it and have no problems with it. Why do you say that?

      • Anti-Independence

        I experienced so many login problem at different computers.

  • jimt

    Why would anyone in their right mind now buy a phone at T-Mobile? I am a giant fan of T-Mobile but this makes zero sense. I have never bought a phone at T-mobile, however. I should note that I will never in the future. You can get sim kits for free at times and why would you need T-Mobile for anything? If you really need a new sim get it at Best Buy for half the price. For that matter, you could probably save on the phone there too.

    • The only reason is the EIP, but I imagine that still can work online.

  • Toasted_Cracker

    So it looks like they are a carrier after all. Give them one crate.

  • JakZ23

    If you don’t like to pay 20 for a sim card and assistance, switch to verizon and pay 99 for the same sevice, lol.

    • Clifton K. Morris

      Alternatively, you could sign up for JUMP and you get two benefits- First, you lease your phone. Secondly, you also get the benefit to pay about $120 more per year, per device during the two-year contracted payment plan term. Sounds like a deal.

      • Sarcasm – I like it!

      • Zay

        JUMP is not a lease, you’re thinking of JUMP on Demand. JUMP is also not $10/month, it’s either $9/month or $12 depending on the device, and it also includes a lifetime extened warranty as well as insurance – not just the upgrades. I’m very not happy about this $20 upgrade fee but let’s at least get our facts right. For many people JUMP is a great option regardless of the new $20 fee.

      • Joe

        This will affect only a fraction of the customers because if you have Jump or Jump on demand it’s still free ,which most customers do. The jump programs are still better than what any other carrier has, you get insurance and the ability to upgrade after 12 months or when the phone is half paid off,or if you have JOD it’s up to 3x per 12 month period. If you don’t want to pay the $20 you can buy online and do it yourself. People on this post act like t-mobile wants to scam customers by naming a SIM card something that they are not or charging for human interaction, just not true. T-Mobile reps spend a disproportionate amount of time trying to transfer data from one phone to the next. At times customer’s old phones won’t turn on, won’t download smartswitch or are too old and incompatible to be extracted by the machine. So there are alternatives like google back up, but wait I don’t know my google password. It’s ok T-Mobile will help you reset that password, back up your data and then assist you signing in to google on your new phone. If you have apple it’s pretty easy if you have backed up your info, but a lot of people haven’t so again tmobile will help you retrieve your password back up your info from your old phone using the free T-Mobile wi-fi, and then assist you logging into your new phone. Oh but there is more, if you have an android and no google or capabilities to down load smartswitch, t-mobile will transfer your data onto an SD card and insert the SD card into your new phone and transfer to the new one. Oh there is more what if you only have half of a readable cracked screen? T-Mobile associates are well versed enough in most cases to blindly maneuver the steps involved in doing the data transfer. In cases where these difficulties don’t exist customers can easily make the swap themselves or be part of a great program like jump and have T-Mobile do it for them. For those who don’t they will have to pay a nominal fee. For you customers that come in for a simple bill pay or want to activate service and have to wait longer than expected it’s probably because one or more of the reps are knee deep in one of the above mentioned tasks. This initiative will help customers help themselves when completing uncomplicated upgrades and will ultimately free up help to to assist more customers that are not necessarily upgrading. $20…it’s a bargain if you ask me!

      • Chris

        Jump doesn’t mean lease that’s JOD BIG DIFFERENCE.

    • Zay

      Yeah and pay $10/month more for each line for a lesser plan and have no unlimited data so you get $15/Gig overages. Sounds worth it.

      • SAM FERNANDEZ

        I use to be a T-Mobile customer since January of 2014 and I recently switch to VERIZON with their New PLAN I Get 1 line 16GB of LTE data every month with carry over data (the unused data Carrie over to the next month and WIFI calling is included) and now there is no more overages if I ever use all of my high speed data they slow me down till the next billing cycle is called SAFETY MODE (and i can buy high speed data whenever i want) it is included on the 16GB plan or higher and CANADA & MEXICO included … also I’m financing an IPHONE 6S Plus and i can upgrade anytime that i paid half of my phone and this include insurance on my IPHONE also $135.00 a month tax and fees already included … and the service is amazing my IPHONE don’t matter where I go it just works … I use my phone for business i needed reliable service ….

        • a d00d

          Ok Sam, you *DO* realize that Verizon would NEVER even DREAM of offering a plan like that if Tmo didn’t do it first and draw customers from VZW. Everything you describe T-Mobile has been doing for a year or more–VZW is just playing copy-cat.

          Oh, yes, and you are obviously a paid troll who doesn’t actually speak English, like many on here. VZW and AT&T are desperate, but if Tmo keeps acting more and more like a carrier, it won’t matter much longer. :(

  • GE918

    I don’t know what all the up roar is about. T-Mobile has been charging an 18 dollar up grade fee for some years. You paid the 18 fee regardless, whether you up graded on line or in the store. They apparently are raising it up by 2 dollars.

    • Anthony Joseph Taubenkrau

      There is no such $18 upgrade fee. You are thinking of a different wireless provider

      • Zay

        No they’re thinking of the correct provider, that fee just hasn’t been charged for T-Mobile in several years. Since before the unCarrier launch.

      • GE918

        Anthony I’ve been with T-Mobile for 13 yrs. I paid it when I upgraded to the Samsung Galaxy S ll and again when I upgraded to the Note 3.

        • lomsha

          Then you’ve been had lol.

        • Chris

          You haven’t paid it in the past 3 years if not 4. Check your records you are incorrect.

        • GE918

          Chris, you are correct. I haven’t checked but the more I think about it I did an online up grade with the Entouch and that was when I was informed of the 18 dollar up grade fee and possibly on the Galaxy Sll.

          Bottom line is I paid up grade fees previously. I may have mixed up when I paid such fee which I’ll blame on old age.

    • Zay

      That fee has stopped quite a while ago. Back when T-Mobile still did two year contracts.

    • lomsha

      Nope never paid that.

  • John Wentworth

    This is disappointing, and very carrier of the UnCarrier. I don’t think this is a small segment of T-mobile customers, I think most buy them on EIP or outright.

    My wife almost never wants a new phone until hers dies, forcing the need for a quick trip to the T-mobile store to get something new and my last device I bought in the store, for the sake of convince simply because I wanted it right away.
    I guess if I buy any directly from T-mobile again, I will use the website from now on.
    and maybe keep a backup lying around for my wife. I though the $15 fee for a sim card that’s worth less than 25 cents was enough of a activation fee.

    Call it what you will T-mobile, it’s an activation fee which you’ve slammed other carriers for in the past.

    Again my post might sound anger than I really am, I just think it’s a bad move from a customer service perspective, where T-mobile usually shines

    • Acdc1a

      With the selection of good phones under $300, there’s never an excuse to have EIP in my opinion. My phones are all cash phones and my phone bill thanks me for it.

      • John Wentworth

        Sure their is, I don’t buy phones I couldn’t afford out of pocket but at 0% interest I could put that money toward virtually any other debt and save some interest.

        I also prefer more expensive phones
        Whatever works for you if your living paycheck to paycheck paying cash for phones is better

        but for some thier are valid reasons to use eip, even if you usually pay them off well ahead of time like I do.

  • Mike in KC

    I brought my own phone to T-Mobile (Nexus 5X) that I bought online, but they still wanted to charge me $20 to exchange SIM cards. They did however waive the fee when I called customer service since I’ve been with them for so long.

    I guess if they’re going to start charging $20 for “advising” me, I’ll just use their stores as a showroom to check out devices then buy them online.

    • jonathan3579

      That’s more or less what I have started to do. I told them the last device after my last experience would be the very last I ever purchased from them and they probably mistook it for empty words. I’m speaking with my wallet and it’s the best we, as consumers, can do.

      • thepanttherlady

        Exactly. And the sim cards are often sold for $.99 online.

        • jonathan3579

          I’ve seen that from time to time. I’ve probably got way too many spare sim cards. Lol

        • thepanttherlady

          I buy several at a time. Someone is always needing one. :)

        • You realize they do change, correct?

    • (J²)

      T-Mobile told me they only charge for SIM cards if it is for a new line. If it is a replacement SIM or a change from one type to another it is free but Customer Care can only guarantee this if it is shipped to you.

      T-Mobile Call Centers and T-Mobile Stores (even more so with authorized dealers) operate independently. For some reason, the left hand never knows what the right hand is doing.

  • Ty

    Stop crying people at other carriers you can’t upgrade when you want. And $20. Please that’s what you pay for a sim kit anyways.

  • The Un-Carrier

    Un-Carrier 13 : Start acting like a carrier again….

  • Guest

    This may be like today’s activation fee, that if you complain about it (don’t want to pay) they will waive the charge or give you a credit.

    Unsuspecting victims like people who don’t review the amount they are paying or those that don’t like to complain will just pay the fee.

    Thank You T-Mobile, Thank You John Legere… For the upgrade fee and the activation fee.

  • CRT24

    Calling this an assistance fee is more of a PR label than anything because obviously it is designed to generate additional revenue to help reach financial goals of the company. However I will say that a large amount of customers are heavily reliant on retail staff to transfer their information because either they don’t want to or don’t know how to back up the information themselves and half of them don’t know their passwords anyway……and some transfers can take more than an hour to complete causing longer wait times for everyone. So if this helps alleviate some of then then it’s worth dealing with the pushback from customers who will have to pay the fee but I can also see customers who don’t need help transferring information demanding for the fee to be waived because they didn’t use the “assistance”. We’ll see

  • Iamnumber6

    The phone I am holding will be the last phone I buy at aTmo store and in all likelihood the last time I set foot in one. I don’t need assistance setting up a device I just need the nice salesperson to ring me out in less than the 20 mins or more if always takes. It should be an option, that you pay for, as in “would you like help setting this up it is 20 dollars”. Pathetic.

    • Phone Guy

      They will be so happy to not see you come in their store with that attitude. The $20 they lose will be well worth it not having to deal with a winy pissy person like you. There are some really great prepaid carriers for cheap mo-fo’s out there, fyi.

      • Guest

        You talk to us about attitude.

      • Kaulana1989

        How much you pay for your phone service just curious about T Mobile

      • Iamnumber6

        Nice. Don’t recall insulting you or calling you names. “winy pissy” and “cheap mo-fo”. You must be a joy to hang with. You might want to get yourself in check there pal. I don’t need assistance transferring my sim, files or anything else. And I don’t think it unreasonable to be able to walk into an empty store and buy something in under 20 minutes. And for the record, it is pathetic to charge me 20 dollars for a service I neither want nor need.

        • moss

          If you neither want or need the service in store, then you are a perfect candidate to buy online. If you need instant gratification, then you can pay the $20. Simple as that.

        • Alvin Mathew

          I agree with being able to purchase online provided when T-Mobile rolls out a promo like BOGO Samsung offer that our choices are not limited ONLY to customer care or in-store.

    • Kaulana1989

      How much you pay for your phone service

  • Sushimane

    Ok so someone tell me ways to avoid the 20 dollars charge?

    • CRT24

      Have Jump or Jump on demand, or purchase online.

      • Sushimane

        How about if I buy a oneplus 3 phone?

        • Kevin

          BYOP should be fine.

    • patt

      Add jump in store, 5 minutes later after you leave Call customer service and remove JUMP? :D

      • wartortle

        unfortunately that’s not the case. the fee is only waived if you’re doing a JUMP or JUMP on demand upgrade (ie trading a device you’re currently financing for a new one)

      • CRT24

        You can only add jump at the time of phone purchase or within 14 days of purchase. If you don’t have it at the time you are upgrading in store you will still pay the fee even if you add jump to the new phone right then.

  • Disappointed

    This is disappointing. With the AT&T / DirecTV unlimited plan, it may be time to say goodbye to T-Mobile.

    • Phone Guy

      Direct TV price just went up 2 days ago. And no more $10 discount as of this week for combined bill, so not such a hot idea possibly.

      • Jake

        No it did not. I have that plan. And combined billing.

    • BUH BYE

    • Acdc1a

      So you can pay AT&T upgrade fees instead? I’m confused.

    • Please explain that process to me and the logic behind it. BTW, you will be on NEXT at AT&T and required to put a down payment as well as sign CONTRACTS for DirecTV as well as upgrade fees! But sure. This is PRECISELY the reason why T-Mobile is doing this, so they can explain to people like you and hand hold you through the process. So, that time = Money.

      • Mark

        Honestly, I don’t understand why so many people have an issue with a 2-year contract. It’s not like it’s effectively different from financing the phone through EIP other than that with EIP the monthly price actually drops when the phone’s paid for.

        • keepitreal25

          Because usually your contract fees outweigh the cost of the phone you signed the contract for , and being put on contract for rate plan promos and things of that nature. To each his own

        • (J²)

          That’s actually completely false.

          It is more expensive to finance or lease a high in device when compared to a traditional 2 year contract.

          Many people feel that somehow that there is a direct link between traditional contracts and cost of service. In reality, there’s not. You pay a premium because you were using Verizon or AT&T which have spent more than a decade competing to drive up prices while Sprint sat and watched and T-Mobile flailed around helplessly (until recently). This is an example of a lack of competition in the industry.

          With 2 year contracts, you received a subsidy (around $350) on your smartphone. This ETF decreased by $10 each month you remained loyal to the carrier and if you stayed 2 years the contract would have been satisfied, if you would have left early you would be on the hook for $350 less $10 times the number of months you remained a loyal customer.

          Now, we are paying full price on our devices unless we buy them on promotion. The only perk is we are able to upgrade more often – hassle free.

          It does give customers more freedom with T-Mobile, with competitors, not so much… It’s still a 2 year agreement with many stipulations depending on who the carrier is.

          To lure customers away from traditional contracts where carriers were eating a percentage of the cost, they have played up on what many believed that it directly impacts service costs. So some of the carriers offer small discounts to those who choose to pay for their device on their own via EIP. This only happens recently.

  • Phone Guy

    I have a question. If you have Jump, you don’t pay the upgrade fee. So, I call 611, and add Jump and have them prorate to start today. Second I go into the store tomorrow and upgrade. See, I have Jump Mr. Sales Person, so no fee. Now when I get home, I call 611 and have Jump removed. I will be prorated for 1 day of Jump Service. (About 40 cents). Would this work for those that don’t want to pay the $20? Just curious.

    One more thing. The $20 fee is for upgrading over the phone as well per the above document. So after I add jump, couldn’t I call back five minutes later and perform the telephone upgrade without a fee?

    • Mel

      You can only add Jump at the time of an upgrade/activation or within 2 weeks of an upgrade/activation so the adding Jump on, upgrading and removing it wouldn’t work.

      • Prode

        like Mel said. Also it is only if you are jumping from a phone. Not if you are adding jump. So if you are doing a normal upgrade you will be charged in store. If you are jumping a phone you will not be charged.

        • a d00d

          On top of all that, if you look at previous stories, Jump only pays for itself if you upgrade in 6 months or less–otherwise, you’re just paying extra money to Tmo. Jump is the little brother to the “Extended Warranty” for most people.

    • Andrew Singleton

      Also, jump removal is not indtant and pro-rated anymore. You’d pay for at least 1 cycle.

  • Guest

    Why do we need a new SIM if, say, we are just upgrading an Android phone with another android phone and with the same plan.

    I’m suspicious. Could it be to make people think they are getting something important, necessary and of value? (Make believe). Or could it also be for a better personal information mining and tracking management for them and their partners?

    • anon2375

      you are getting something of value (contacts, pics, and other info from device)

      • Guest

        I meant without the data transfer.

    • Erik Charles Ciesinski

      A newer Sim is programmed to the latest network enhancements. I have had cases where Sim cards are outdated and are not compatible with current network conditions or specific towers in specific areas. New Sims are essential in a new phone purchase.

      • Guest

        Didn’t know that. Thanks. Now I would like to know if the SIM I have is not outdated. Haha.

  • Matt

    This is not something I would have expected from T-Mo. This isn’t an uncarrier move at all but something VZW would do.

  • Well, I applaud this decision. Its meant to incentivize loyal T-Mobile Customers and the new alike. Its for people like the “Guest” commenter who ask these types of questions and need time for an education and special care. This is a business and time is money.

    • Guest

      Haha. Very funny. But I do backup and data transfers myself, so if I upgrade at the store I’ll be paying the fee for nothing.

    • poli-sy

      your post would make sense if the store didn’t charge the fee if i want to unbox and set up at home. but it doesn’t matter if they set up the phone or not. they are charging $20. csr will waive the fee but i’m sick and fucking tired of calling T Mobile to ask them to waive all these ridiculous fees (I just paid $20 for a warranty replacement. LOL you sent me a fucked up phone and are asking me to pay $20?!?)

  • Patrick D

    Guys first of all this fee is only applicable to a fraction of customers who are not either on JUMP or Jump On Demand (Lease program). Secondly, if you do upgrade yourself online, then there are no fees. And for those for whom the fees is applicable better Jump to one of those programs. They are way better than any of competitors programs. And for LEASE there is no taxes as well when upgrading.

    • a d00d

      “They are way better than any of competitors programs.”

      Oh, *PLEASE* do explain this, because I don’t remember ANY other carriers pulling this BS, not even VZW or AT&T.

      Between this, killing roaming with certain carriers, and the rapid degradation of Tmo Tuesdays, I’d say Uncarrier is on its death bed. :( Oh well, gotta pay for all that spectrum and new radios somehow…

      • keepitreal25

        Verizom,sprint, and att,, charge upgdade fees on all phone upgrades regardless of channels so what are you saying

        • Anon

          Verizon,Sprint, and AT&T all dont claim to be “Uncarrier” do they?

          So no more Uncarrier………BUH BYE

        • keepitreal25

          bye

    • Annon

      Someone has to pay for Binge-On extra data……..I guess if its not you, then all is ok…go eat your free pizza

    • Guest

      “… this fee is only applicable to a fraction of customers”?

      Do you realize liars may be lying even when they are lying? Believe us we are not a fraction, there are a lot of people that don’t use the JUMPS and the HOW HIGHS.

      I propose an Assistance With Data Transfer Fee for those people that want an employee to thansfer their data from their old phone to the new one instead of the Activation Fee and the Upgrade Fee.

      • TaylorW86

        as a rep I absolutely love that idea. Upgrades are a breeze when the customer doesn’t make us do their chores for them. If you cant back up your own data then you should go back to a flip phone. When you buy clothes from the Gap do you make the cashier put your shirt on for you and zip up your pants?

        • Andrew Singleton

          Haha!

        • Bklynman

          Let not forgot,Big Red,Sprint,have service techs in their store,Att.at least in NYC,have service centers, Tmobile,nothing. So I am sure that what their customers do that not sure how to do that stuff,they come in go to the srvice dept. Why don’t Tmo. do the smae thing?

    • (J²)

      Disregard the article, read the memo. Nowhere does the “official memo” state that the fraction of the customers that would be charged fees are those not on JUMP or JOD.

      Remember, JUMP and JUMP on Demand require trade ins to upgrade. This mean such assistance is REQUIRED.

      On the other hand, traditional 24 month/EIP upgrades and all others (Example: Phone was purchased in full to begin with), do not require such assistance and can be done online.

      It also specifically states in 3 bullet points what the Assistance Fee would consist of… SIM, Data Transfer and Personalized Sales experience. Isn’t the Starter SIM fee already $20?

      I don’t think this memo is very clear (we will have to wait and see how this plays out) but many have already jumped the gun. Doesn’t seem like a big deal to me.

      • Andrew Singleton

        Delete this comment. Most of it is wrong

        • (J²)

          All I can say is this is failure to read in between the lines. If you disagree, your free to do so. I really don’t give a fuck. Right, Wrong… T-Mobile is still going to do whatever it pleases. Thank you for your comment, let me print it out so I can throw it in the trash.

        • Andrew Singleton

          No you’re just factually incorrect I’m not interested in arguing with you

        • (J²)

          What are you 5? You already have! Haha…

          There’s no facts, this is an article on a leaked memo. Everyone seems to have interpreted it differently.

          I’m so sorry if you disagree with my opinion or do not understand where I’m coming from. Clearly it was compelling enough for your response.

          If you disagree, share why you disagree. One of us could be wrong, there could be a misunderstanding… Who knows… Just seems like you want to troll.

        • guest

          Because I am bored and have nothing else to do at the moment, here are the facts you stated that are untrue:

          1. ‘Nowhere does the “official memo” state that the fraction of the customers that would be charged fees are those not on JUMP or JOD.’
          – “On July 31 …For a fraction of customers who AREN’T enrolled in JUMP!/JOD/SCORE! …we will add a $20 charge for assistance in the upgrade process.”

          2. ‘Remember, JUMP and JUMP on Demand require trade ins to upgrade.’
          – The only thing T-Mobile requires a trade-in for is participation in Carrier Freedom.
          ______________________________________________

          Just some things to clarify:

          ** ‘On the other hand, traditional 24 month/EIP upgrades …do not require such assistance and can be done online.’
          -Traditional 24 month EIP upgrades and JUMP! are one in the same.

          ** ‘It also specifically states in 3 bullet points what the Assistance Fee would consist of… SIM, Data Transfer and Personalized Sales experience. Isn’t the Starter SIM fee already $20?’
          – The $20 SIM Starter Kit is only applied if you are activating a new line of service, not in an upgrade.

        • (J²)

          You clearly are bored.

          1) Please keep reading the rest of the unofficial memo it begins to contradict itself and leaves room for questions.

          2) In order to “JUMP” you have to trade in. Otherwise, you’d be buying yourself out of your respective agreement. So as stated, it is required you trade in to JUMP.

          Just some things to clarify:

          ********** ‘On the other hand, traditional 24 month/EIP upgrades …do not require such assistance and can be done online.’
          -Traditional 24 month EIP upgrades and JUMP! are one in the same.

          Traditional EIP’s are actually not the same, please see #2 above. Those agreement require installment payments be made until the device is paid off, there’s no option to trade in or JUMP.

          ********** It also specifically states in 3 bullet points what the Assistance Fee
          would consist of… SIM, Data Transfer and Personalized Sales
          experience. Isn’t the Starter SIM fee already $20?’
          – The $20 SIM Starter Kit is only applied if you are activating a new line of service, not in an upgrade.

          Which is EXACTLY MY POINT…. Again, please see #1. There are 3 bullets that make up this Assisted Services Fee. If only 1 or 2 bullets apply (or none at all), it would imply the service fee would not be charged.

          This may very well be incorrect but with the information provided, it is a valid opinion no less than your own. There are A LOT of people who go into wireless stores that utilizes all bullets in this memo – you may not be able to relate to these people but they are out there and make up the majority.

          You are overreaching at this point… But I’m done with this post. I’m not going to continue to argue opinion for opinion, it’s pointless.

        • Andrew Singleton

          ok.

  • MIke

    Guess TMO wants you purchase a new phone on line rather than in their stores. This $20 fee is BS. THey say it includes a “new advanced SIM card”… TRuth be know your old SIM card will work fine if it’s a recent version and same size. All new phones come with a SIM card in the sealed box. When I purchased a new phone the TMO employee just used my old SIM card in the new phone. This is a “sucker” fee. Shame on you TMO.

    • Annon

      Welcome to “Carrier 2.0”

    • Andrew Singleton

      Transferring your 5,000 photos, contacts and messages, which 100% of people want and can’t figure out themselves, can take hours. This is to dissuade folks from thinking “screw it, the T-Mobile guy will do it for me, why learn?”

      • 21stNow

        I would have no problem with T-Mobile charging someone who can’t transfer contacts an assistance fee. I just need the rep to act as a cashier and ring up the phone. I’ve been a cashier before; that effort is not worth $20!

  • kev2684

    I don’t need your reps assistance. I know more than them. I would love to purchase online, but since my plan is a 3 line + 1 free promo, the website wouldn’t let me add a line and have to do it in store or call which would fall in this category. As if the ridiculous $20 sim fee isn’t enough. Trash.

    • keepitreal25

      You don’t get charged the fee when you add a line that isn’t an upgrade you just pay the sim fee. So uhm keep purchasing online please and thanks!

    • Andrew Singleton

      Add the line in store, pay your standard SIM starter kit, and order the phone online same-day.

  • (J²)

    I don’t think people understand that this is a “Convenience Fee” charged to customers who opt not to use automated or self service options. It’s no different from calling your ISP or energy provider, pressing 0 to get a representative to pay your bill rather than doing so through the automated system or online.

    I’m a T-Mobile subscriber and I feel like T-Mobile should be doing more to sway customers to using self service options. It’s truly unfortunate when a customer with a serious issue that cannot be resolved any other way has to wait 10+ minutes in queue or in a long line at the store because someone is spending 30+ minutes upgrading.

    This fees will likely assist with increasing call center and store staff as a lot of their time is being occupied with an upgrade. Remember, both environments primary goal is to get customers taken care of as fast a possible. Quantity over Quality (just think of it from a business operations point of view).

  • TaylorW86

    There should absolutely be a fee for customers who come into the store and ask the reps to set up the phone they bought from a friend or off ebay, especially when they force us to back up and move their data for them. I miss out on sales while I listen to you tell me how phones are too expensive and you got your crappy Blu phone from the flea market for 50 bucks.

    • Aleksandr Mikhailovich

      For phones boughy elsewhere, yes. You’re misunderstanding this… It’s a $20 fee for any phone bought in retail that has no prior Jump. Unless they buy online. You’re getting screwed on commission either way

  • Erik Charles Ciesinski

    Let’s put it to rest. If you have JUMP 1.0 or 2.0, Jump On Demand or Score then this doesn’t apply to you.
    If you upgrade your phone and do not have any of these programs then there will be a $20 upgrade fee. Whatever the reason it’s for getting a new handset. Everyone else does this, except TMO added the caveat of the upgrade programs which no one else does.

    The SIM starter kit is an activation fee, just a different name.

    Let’s move on…

  • GM00

    Scumbag T-Mobile… So much of their marketing campaign has been “uncarrier” and slamming other carriers for various things yet they are slowly coming out with more and more recarriers.

  • Chris

    Please take the time to express yourself on the assist fee!! Anyone remember the 1.99 fee if you wanted to get a paper bill? It happen. It took 3 weeks of feedback before the company came back and said ok sorry, bad idea forget it.
    Remember when legere said corporate discounts are shady back room deals and removed them? Took him 3 weeks to come back and say sorry bad idea. He listens. Tweet him, email him, Facebook him but do it and be heard. He listens and now is the time to tell him this is NOT un-carrier and needs to stop before it starts!!

    • enigmaco

      corporate deals are gone…

      • UniBroW

        Yes, but people who had them were able to be grandfathered into them. Personally still enjoying my 15% corporate discount

      • David Muhs

        What are you talking about. I save 50 cents every month on my bill with my corporate volume discount! Still haven’t decided what to spend my savings on.

        • enigmaco

          For those not grandfathered its gone better?

  • Chris

    Tweet John legere and tell him this sucks!!! Commenting here means nothing but a waste of time! Tell the guy who makes the decisions for hell sakes!! He has reversed bad decisions before but only because people took their voice to him not just sat around throwing threats on the comments section!! Geez catch a clue and let the decision maker know!

  • specialguy

    SHAME ON T-MOBILE! I think this is just an attempt to exploit seniors or those less fortunate that either don’t understand technology or have access to internet services. (BTW, I don’t fall into either category, but feel this is just a terrible fee!)

    I can understand charging for transferring data because ‘things’ can go wrong that could take time away from promoting products and service to other customers. Also, there is some level of liability that is assumed by the store personnel.

    With that said….

    Not too sure how to interpret this part :
    “…..and assistance from T-Mobile reps in selecting your new device and performing the upgrade.”

    So if I walk into a store and ask for information about a device, they are going to charge me $20? or is that only if they perform the upgrade? What is considered “performing the upgrade?” If I need a new SIM to fit my phone, they already charge $20 for the SIM. Will they charge me another $20 to activate the SIM in the store?

    • shirokuro73

      My understanding is that the act of buying the phone in store is an “upgrade”. The act of them looking up your account and ringing up the sale now costs $20. Unbelievable.

      • anon6789

        incorrect you folks don’t like to read
        in the picture it says if you aren’t enrolled in T-Mobile’s JUMP or JUMP ON DEMAND program then you will be charged the fee!

        • shirokuro73

          I read it just fine. NOT everyone is on JUMP or similar programs. Those are NOT FREE programs. They entail a monthly fee in themselves, and so not every customer chooses to join.

  • Mike Thaler

    This makes sense. Sure takes MUCH more than $20 worth of time to set up a new phone and show user how to tsfr. data from old to new. These forums represent the tiny percentage of cell phone users who are yechies.

    • shirokuro73

      Fine for people who need that assitance. If I just want to buy a phone in a T-Mobile store, I will be charged the $20 even if all I need is the associate to ring up the sale. That’s beyond ludicrous.

      • anon6798

        NO! You will be charged if you aren’t on T-Mobile’s “JUMP” or “JUMP ON DEMAND” program. (It shows you the details in the picture)

        • shirokuro73

          YES! I will be charged because I am NOT on JUMP, JUMP ON DEMAND, or any similar program. Programs which require a recurring monthly charge, I should add. I choose to buy phones either at full up front retail price, or on EIP, and frankly neither I, nor ANY customer should be penalized for choosing to make such purchases in store, rather than online. ALL I need is for the employee to fetch the phone from the back of the store and ring up the sale. That is not a service which justifies a $20 price tag. I can deal with transferring information. I can deal with moving my SIM card. If I required or asked for those things, then I can see a $20 charge (although I still think it’s against supposed un-carrier principles), but if a customer does not require those additional services, they should not be charged $20 for an employee to ring up a sale.

        • Aleksandr Mikhailovich

          Completely agree!!

  • enigmaco

    Verizon pulled the same crap. Guess I don’t have to worry about it myself seeing how I’m buying nexus phones here on out. We’re not on any of the programs for its a waste of money for us. I find it funny we have to pay extra to someone that they’re already being paid to do.

  • Aleksandr Mikhailovich

    This is to screw their employees. By the customer “self-serving” themselves, the sales associates will now miss out on device sales. Seems like more Carrier bullshit, and not Uncarrier anything

  • Lance

    To clear this up, I preordered a note 7 and did not trade in my note 4. I was assessed this upgrade fee because I didn’t trade in a phone that I only owe $200 more on. I think this is absurd especially if you’re paying a monthly fee for jump, but whatever.

  • Poco Loco

    Yep, t-mobile just lost a sale of a note 7 because of that fee. Now that I know, will never buy a phone in store.

    I don’t want any of that extra stuff, just sell me the phone. Can’t justify paying nearly $900 for a new phone in cash only to have them nickle and dime some more cash from me.

  • 6’11” & CAN PULL UP FROM 30

    I wish I would have known about this.

  • 6’11” & CAN PULL UP FROM 30

    Went into the store to buy a S7. I know how phones work, but before I could even explain this to the reps (more than one helped me) they had included in the $20 fee into my bill. Because you dont’ see the receipt first, you just assume the overall price of the phone factors in tax, etc. Not this bs fee.

  • BL

    My phone broke, I borrowed a phone, manually transferred the SIM card over, and I had a working phone with no $20 charge. A couple of weeks later, I go to the t-mobile store to pay full price for an S7, which comes with a SIM card, but they have to charge me the $20 fee. If I had bought the S7 from a 3rd party (about $100 cheaper), I could have had the new phone working without the $20 fee.

    What gives T-mobile??? Don’t you want customers to buy the phone from your store???

    When it’s time to get new phones for my family, I’ll make sure not to.

    • paulej

      I agree. I sent my wife to the store to pick up a new phone for me. There is NO ASSISTANCE REQUIRED other than to ring it up at the register. She brought home the new phone in the sealed box, along with a receipt showing a $20 service charge.

      WTF TMO? Really? What did you do that any other retailer does when customers buy something? Nothing, is what.