Tag Archives: Customer service

T-Mobile CEO Spins JD Power Results, Shows Big Improvement In Customer Service

While T-Mobile’s fourth-place streak of JD Power awards continued yesterday, CEO John Legere managed to spin some positive news out of the results. Even if T-Mobile showed up as “worst” of the four carriers, they showed the biggest improvement according to a chart provided by Legere. According to the image, T-Mobile’s score grew by 45 points, 9 more than AT&T which added 36 points from its Volume 1 score to take its first … [read full article]

Newest JD Power Results Show T-Mobile Still Has Customer Service Needs

For all T-Mobile’s recent bravado, there’s still one avenue the company needs to seriously overhaul: customer service. Unfortunately, a new JD Power study finds T-Mobile in last place once again as Volume 2 of the 2013 Wireless Customer Care Full-Service performance study is released. T-Mobile’s fourth place finish isn’t all that shocking anymore, but what is … [read full article]

T-Mobile Brings Up The Rear In New JD Power Wireless Purchase Experience Survey

I suppose on the one hand, when you’re in last place, there’s nowhere to go but up and that’s hopefully exactly what T-Mobile will do in the very near future. Still, even if T-Mobile makes a drastic turnaround in the future, it won’t erase the memory that T-Mobile is clearly in a customer service slump with a spate of last place finishes in recent JD Power surveys. The newest JD … [read full article]

Newest JD Power Customer Care Awards Released, T-Mobile Continues Last Place Run

With the newest JD Power study out and with T-Mobile taking another fourth place finish, there are two separate issues here. The first is taking fourth place and why with all the changes T-Mobile exec team has attempted to instill over the last six months internally, hasn’t the needle hasn’t moved at all? The second question is how on earth does T-Mobile lose out to AT&T? Save for Comcast, I’ve never dealt … [read full article]

The Best Of The Rest From Deutsche Telekom’s Investor Conference: LTE, Network Modernization, Customer Service

  Wow, what a day for T-Mobile, its employees, it’s customers and the promise for its future. Even with the iPhone and Value Plan announcements, there’s still more to cover from todays investor conference: Let’s talk LTE for a moment as T-Mobile’s CEO stated that coverage will expand to 100 million LTE pops for the first half of … [read full article]

The FCC Hits Back At AT&T, Reminds Us They Would Have Cut Jobs No Matter What

After AT&T’s tactless attack on the FCC this morning all but accused them of grossly misjudging the fortunes of T-Mobile, the FCC has fired back with their own brief statement. In a short period of time, T-Mobile has re-emerged as a vibrant competitor in the mobile marketplace. Competition benefits all wireless consumers. The bottom line is that AT&T’s proposal to acquire a major competitor was unprecedented in scope and the company’s own … [read full article]

T-Mobile Employees Wake Up And React To Call Center Closings

News that T-Mobile announced the closing of seven separate call centers around the country has sent shockwaves through the Magenta community. As the cloud of AT&T has finally started to pass, once again employees are gripped by fear over job security. While there is an argument to be made that these cuts were necessary for the overall health and longevity of the company, that doesn’t make the news any easier to hear. … [read full article]

T-Mobile Announces The Closing Of Seven Call Centers Around The Country

There are stories I hate writing and there are stories I REALLY hate writing, this goes beyond either of those as T-Mobile (internally I might add, though it’s bound to become public anyway as employees find out) announces they are closing down 7 of their 24 call centers. In a move that is likely to shore up finances the company will need to boost operations, close to 3300 employees will be out of … [read full article]

T-Mobile Emphasizes Service Over Speed While Waiting For LTE?

We’ve already seen and heard T-Mobile’s plans for 2012, a reinvigorated company with a “Challenger Strategy” ready to take on the world. It starts with a $4 billion network investment and the beginnings of a LTE rollout, and highlights a 1900MHz HSPA+ refarm allowing customers to use almost any unlocked HSPA+ capable phone in the world. T-Mobile will work hard to get wholesalers onto their network and will work furiously to … [read full article]