Tag Archives: Customer service

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]

T-Mobile Releases Statement Regarding JD Power Showing

T-Mobile is on the offensive today, hoping to get word out about their own disappointment on today’s fourth place JD Power wireless customer care awards. While we’ve already got two internal statements covered inside our earlier post, this is the official media statement being circled around courtesy of T-Mobile’s PR team. I appreciate T-Mobile’s recognition of their own disappointment and I truly believe they can bring the level of service we expect … [read full article]

Newest JD Power Report Shows T-Mobile Dropping To Fourth Place For Customer Service

This is one report I’m truly disappointed to write as I feel the mighty have fallen. T-Mobile, once an all-star in the customer service field with enough JD Power awards to fill an entire trophy room, has fallen to fourth place in the most recent JD Power Wireless Customer Care report announced this morning. Don’t get me wrong, I had early signs this was happening as I reported back on January 27th … [read full article]

T-Mobile Continues To Train Frontline Employees On Churn-Reducing Efforts

T-Mobile’s churn-reducing efforts for 2012 continue with new frontline employee training highlighting “four non-negotiable customer standards.” T-Mobile is looking for frontline employees to cover four basic steps to help make sure a customer leaves the store happy and smiling. The first step is a personal coverage check to determine if the future T-Mobile customer will have a good signal at their home or office. We’ve already seen a document regarding churn that … [read full article]

T-Mobile To Offer Additional Unlocked iPhone Support Beginning January 30th

Starting on January 30th, T-Mobile will “begin offering additional support to customers using an Apple iPhone on our network.” T-Mobile’s added iPhone support will include “common procedures, information about feature and specifications and other basic device questions.” T-Mobile is implementing these changes to support the 1 million plus users on the Magenta network with unlocked iPhones. I mean, we iPhone users need more support, right? We endure such a “poor” experience … [read full article]

T-Mobile Responds To Reuters Story Regarding Call Center Job Cuts

In response to last weeks report about Deutsche Telekom cutting almost 2,600 jobs at their American arm, T-Mobile USA has now responded with their own statement that hopes to clear the confusion. What is apparent is that T-Mobile believes this “rumor” was spread by the Communication Workers of America union and that the information provided simply isn’t true. The recent rumor spread by the CWA that T-Mobile has cut call center jobs … [read full article]

Deutsche Telekom Says T-Mobile USA Staff Cuts Not Related To AT&T Talks

With the FCC restarting the clock that continues the approval process for AT&T’s takeover of T-Mobile USA, Deutsche Telekom is defending recent job cuts and insisting the AT&T deal has nothing to do with said job cuts. In the past few months Deutsche Telekom has cut almost 2,600 jobs at T-Mobile USA call centers calling that a natural “fluctuation” in their staff count. “We have not carried out any measures to … [read full article]

T-Mobile Listening To Feedback, Improves Customer Service

T-Mobile is clearly making an attempt to listen to customer feedback by reinstating the ability for a customer to call in and say “agent” or “rep” to directly reach a customer support rep. This comes two weeks after they removed the very same ability in an effort to ensure customers were properly routed to the right department. Feedback for this change was clearly negative based on our comment and social media feedback … [read full article]

T-Mobile Ranks Highest In Customer Purchase Experience According To JD Power

While we’ve expressed some concerns regarding the overall direction we feel T-Mobile’s customer service has taken in recent months, JD power has seen fit to award them top honors in the Wireless Purchase Experience category. Coming in with an overall score of 755 out of a 1,000 point scale T-Mobile tied with frienemy Sprint for the top honor. The award rates a wireless purchase experience based on any one of three contact … [read full article]