Tag Archives: Customer service

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]

T-Mobile Ranks Last On Wireless Purchase Experience Survey Says JDPowers

In what can only be described as another bit of disappointing news out of JD Powers, T-Mobile has gone from first to last in the overall purchase experience index ratings. The study evaluates the three channels of contact with a wireless carrier: “phone calls with sales representatives; visits to a retail wireless store; and on the Web. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors … [read full article]

T-Mobile CEO Sends Out Personal Note, Thanks You For Being A Customer

In what can only be attributed to yesterdays disappointing showing by T-Mobile in the JD Power award category for best wireless customer care, Chief Executive Philip Humm has sent (all T-Mobile) customers a “personal note.” I think it’s clear that this statement is a direct response to the customer response popping up online in the last 24 hours regarding T-Mobile’s fourth place showing. On a side note, I think those of you … [read full article]

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