T-Mobile CEO Welcomes The New Year With Statement, “Energized” For 2012

T-Mobile’s executive board sure are releasing a lot of statements in the wake of the collapsed T-Mobile deal with AT&T. Todays statement comes courtesy of T-Mobile CEO Philip Humm, who is welcoming his troops to 2012. Hoping to kick the year off with energy and a new sense of direction, the statement is upbeat and promising. Some notable points to take away:

  • “In 2012, we will work to make T-Mobile successful on its own”
  • Our opportunities and priorities are clear: enhance our device portfolio, modernize our network, grow our position in B2B, and—most importantly—resolve churn.
  • I want to stress that it is critical we fix churn in 2012. For every customer who renews their contract with T-Mobile, we lose one.

It’s a fairly blunt statement addressing the critical points T-Mobile needs to immediately look at and provides a sense of hope that T-Mobile is preparing to go out on its own. Now, “on its own” could have a few different interpretations as we still believe T-Mobile will partner with a cable provider like Dish Network to address spectrum issues and bundle services. Still, we believe this statement represents a clear voice that T-Mobile is willing, for at least the time being, to go out on its own and work to meet the challenges ahead.

Dear colleagues,

Welcome to 2012, T-Mobile! We have big opportunities in front of us this year and we’re kicking things off with renewed energy and direction.

Thank you for your perseverance and loyalty during the acquisition activities. Despite the disruption of that effort, you delivered impressive results. In particular, the success of our affordable unlimited rate plans, Monthly 4G and Android portfolio show we continue to have big wins in the market.

These achievements give us a strong foundation for the future and we enter the year with formidable new assets from AT&T: a seven-year UMTS roaming agreement and AWS mobile spectrum in 128 Cellular Market Areas. Equally important is what has not changed: our commitment to our customers, our Values, and the Challenger Strategy.

We’ve shown that the Challenger Strategy is the right strategy for the business. We now have exciting opportunities to sharpen the execution and results of that strategy. In 2012, we will work to make T-Mobile successful on its own.

Our opportunities and priorities are clear: enhance our device portfolio, modernize our network, grow our position in B2B, and—most importantly—resolve churn.

I want to stress that it is critical we fix churn in 2012. For every customer who renews their contract with T-Mobile, we lose one. That is a dead end, not a growth path. We have established a plan for 2012 that will improve the customer experience and enrich how we interact with our customers.

I am energized by the prospects 2012 brings. Since I joined T-Mobile USA, I’ve seen inspiring demonstrations of “I am T-Mobile, Count on Me” every time I turn around. Thank you for allowing me to count on you—to serve our customers well, to live our Values and to grow the success of our Challenger Strategy.

As we kick off the New Year, I encourage you to find time to rest, rejuvenate and renew. Together, we’ll gain strength and successfully challenge the competition in 2012.

With sincere appreciation,

Philipp Humm

CEO & President

T-Mobile USA

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  • Yancy

    I believe that this is a great motivation speech! I hope that he sticks to what he is saying!

    • Gordongecko

      you know this guy is bailing and going back to the mothership….this ship here in america is slowly but surely sinking and honestly he doesn’t want to be a part of that!!

  • J-Hop2o6

    Can’t wait to see whats ahead for Tmo in 2012. Hopefully great things!

  • For the majority of consumers without any technical knowledge of cellular networks or cell phones I believe the number one reason they leave a network is for a network with “better” handsets so that seems like a good place to start.

    • 30014

      Excellent point, but for me personally I hope they find a way to increase their signal strenght. My g2 can have 3 bars of 4g service but as soon as I touch it it will drop down to edge. But when i do have 4g my speeds are awesome. I hope that spectrum from att can help with this issue. That’s my only gripe right now.

    • Anonymous

      “Better handsets” seems absurd to me. Because the Amaze and the Galaxy S 2 both stomp the iPhone 4S… People are just idiots and they don’t realize how overhyped that phone is. Well maybe being that iOS is the OS that is made for simple minded people it really is optimized for idiocy.

      • AppleKing

        Simplicity is one of the main strengths of the iPhone,  consider the easy access to more apps, iCloud built in, quick and easy access to movies, music, etc. Having beefier specs does not necessarily make one device better then another. Think about it this way, the hardware and OS of the iPhone were designed from the ground up to be perfectly 100% compatible. While Android devices do have great hardware, the operating system has to be altered each time to be compatible with the device it is being put on. Meaning that it will never achieve that 100% compatibility. 

        Despite that disadvantage, Android is great to have around. Competition is good! It keeps companies from putting out stale or half-baked products. Look what happened to Microsoft with no competition, they put out that abomination Vista.

        • Mamei

          Just curious – what makes iOS easier than Android?  I havent found my Android Gingerbread hard to use…Ive just found it frustrating that it won’t work properly and that theres very little support from Google or in my case Samsung.  And it seems with so many devices, it makes it hard for anyone to support…But I havent found it ‘difficult’ so just curious – And I use a mac so assume an iPhone would be more seamless for me..but just trying to understand why people say iPhones are easier.

        • AppleKing

          Consider the points that you made your response, frustrating because it doesn’t work properly, lack of support from the samsung or google, those are all issues that make it more difficult to use an Android device. Now the OS itself, I have found that I actually like it, Android, just as iOS, has a lot of potential for growth and innovation. I should have been more clear in my earlier response that there are multiple areas on the Android experience that are not “easy.”

      • Mamei

        Ive never used an iPhone and to be honest when I read reviews, it seems Android has so much more going for it (i.e., customization, widgets, free text to speech navigation,  more free apps, larger screens (or at least choices), 4G speeds; cheaper prepaid plans and more) .  YET every single person I know has an iPhone and they all LOVE it.  Ive never heard a complaint. No one has complained about customization or apps or speed.  Meanwhile Ive had an Android since last November and have had problem after problem with it.  There is no support…Thats one area where Apple wins hands down.  Google even replies to emails with links to ‘known issues with Android Market & Google Music.”  Even their “MYLIBRARY” feature doesnt work for many customers so theres literally no record of what you’ve bought or downloaded.  So I don’t know why Android folks hate iPhone folks and vice versa.  I think its silly.  They both should be able to equally co-exist. But I might try an iPhone only because I want a phone that I can actually use – and I want to know that if there is a problem I can get support from knowledgable people or have a store where someone can actually look at it and diagnose the problem.  Instead all Im told is reset, reset, reset…well Ive reset the phone so many times that Ive lost track and it still won’t work properly.  Plus despite only downloading popular, well reviewed apps from Android Market, within a week of using Android, my email got hacked for the first time in my life.  So there must be something to the iPhone that makes people love it – they’re not all stupid or sheep.  Im sure there are great Android phones and many people have great experiences…but Im really disappointed with my Android experience and the lack of support from Samsung & Google (not to mention Tmobile)

    • Blank21

      churn data doesn’t show this to be true.

  • Bojan Gutic

    I am one of the people they have lost as a customer due to downright abysmal reception on my college campus.

    I hope T-Mobile can get its act together.

    • Anonymous

      Use Wifi Calling.  T-Mobile is the only national carrier to do this.  If your college doesn’t have WiFi on campus it’s probably not worth going to.

      • Bojan Gutic

        I have used wifi calling, and it murdered my battery life. I’m talking taking it down to 4-5 hours.

        • Anonymous

          WiFi Calling actually gives you BETTER battery life however depending on the device, you might have to proactively set this.  If you’re using an Android device you are usually good to go as long as the WiFi calling app is set to ‘WiFi preffered’.  This powers off the cellular radio 
          (the MOST battery consuming part of a cell phone!) whenever you are connected to Wifi.  If you are using a Blackberry, when you connect to WiFi you have to go into your connection settings and turn the mobile networks checkbox off and leave WiFi as the only checked connection setting.  Of course, your phone won’t connect back to the cell tower unless you recheck the box again.  If you know you are going to be in a wifi area all day it’s not too difficult to check and uncheck, also blackberries are known for their advanced preference options where you can have certain radios power off/on at certain times per day.  Similarly on Android devices, when you LEAVE the range of WiFi you want to power the Wifi radio off so your phone isn’t actively searching for a WiFi connection all the time when you’re not near one.  That causes severe battery drain and could be one the reasons you think WiFi calling is bad on battery.  You probably experience poor battery life because you have a cellular radio AND wifi radio powered on at the same time.  But yeah, WiFi calling itself – tremendously better on battery life because all you calls, text messages, and data are going through a singular lower powered WiFi connection. 

        • Bojan Gutic

          In theory, what you’ve said is true, but T-Mobile’s wifi calling app, no matter which ROM I used or what I did with my wifi settings, kept my phone awake, even when the screen was off. Thus, their wifi calling app murdered my battery life.

          I do usually leave wifi on unless I’m in a non-wifi area, and it is usually connected, but the app itsself murdered my battery because my phone couldn’t go into deep sleep. I’m not sure if it was a device specific issue, but it happened across mulitple ROMs including the (crappy) stock FroYo build that T-Mo released.

          I’m on Verizon with a Galaxy Nexus now and routinely get 12+ hours with LTE on, 20 or so with LTE off, and I’m actually getting the service that I’m paying for. 

  • Gordongecko

    fix churn?  to accomplish that you (Humm) need to fix customer service, have the customer service reps actually care when someone wants to cancel and save the customer better than they already are.   Also have more tools for us (sales associates, managers and assistant managers) to have save offers readily available without calling loyalty dept.

    Also your statement there are alot of “I” in that statement.  you need to start acknowledging the front lines of this company, the retail store.  Instead of budget cuts and cutting the hours of all the hourly reps…start praising them of their commitment and give them the hours they deserve.

    • Anonymous

      Very well said my friend.

    • John

      The reps that did care got metric’d out of the company.

      • Gordongecko

        what do you mean got metric’d out

        • LastOfUs

          I’m assuming he is saying people that were fired due to metrics not meeting. Which I completely agree, I watched some of the best reps get fired and they were the ones who genuinely cared about the customer as well as the company and knew how people should be treated not as a number but as a valued customer.  But when sales became a requirement it became a lot harder for them to care about the customer and balance what the company was asking.

        • tmotech

          He means that efficiency ratings/numbers/metrics in Customer Service were changed in a way that many tenured reps who are used to the “old” T-Mobile customer service expectations coming from management have a much more difficult time “performing.” Management did this in a smart manner- they didn’t put out a communication spelling out what numbers they needed as they did in previous years. Instead, they put the focus on a new “Challenger” system where reps are expected to perform in these efficiency numbers relative to how well the rest of the company is performing. Calls need to be shorter, less credit needs to be given, less warranty exchanges need to be performed, more phones need to be sold, more features added to plans.

          For example, if another team in the call center has an average call time of 90 seconds less than another team, the team spending more time on customers is on the management shitlist. Teams not performing as well as the best teams in the center are told they need to “fix” these numbers. In this way teams compete with each other, averages are slowly driven
          up, and it slowly becomes more and more difficult to keep the customer
          happy with the service they’re getting when they call. If you’re in danger of losing your job because you’re taking too long explaining things to people instead of doing what the others reps are doing and telling the customer “you need to go to this website and do this” or “we don’t credit for that,” what do you do? The reps that couldn’t figure out that management was telling them to talk less, credit less, and sell more in any way necessary began to fall behind in the metric rankings and have been either driven out or let go.

          I’ve still got some hope left that T-Mobile will turn this around. It’s a new year and AT&T doesn’t own us. I’m hoping things will swing in the other direction now, and the focus put back on making the customer happy with our service.

        • JadedNYer

          So, is this why I was told PHP doesnt cover batteries and that I should get a replacement fom Crackberry? I have also been told that PHP doesn’t cover software issues and another time I was told PHP doesn’t cover hardware issues.

          I am out of contract on an EMP plan with no EIPs. I am fine for now but for me to commit for another two years, TMobile is going to have to re-earn my trust.

        • Mamei

          Prepaid “Supervisor” told me prepaid phones don’t come with a warranty (which is false)…They also told me that you don’t get billed for incoming calls on a 1500 min plan (false) and that you had to buy a special prepaid phone if you wanted to switch to no contract (wrong)…And that you couldn’t receive incoming international calls unless you bought an international plan – even on a contract (also wrong)…and that was just the beginning of the idiotic things they’ve told me.

        • 21stNow

          I agree that it’s hard for T-Mobile reps to have short call times.  Explaining the differences between the Value and Classic plans in a way that is appealing yet understandable to customers takes a while.

    • Gordongecko

      the $200 migration fee is a disgrace…and the $20 restore fee of a suspended customer.

      a good paying customer with a great payment history that may have missed 1 payment should have their account audtited to waive that fee.

      we also need to acknowledge our customers…if the customer has been with us for more that 4 years they should get a better discount and waived upgrade fees

      • Anonymous

        It’s only $200 because you’ve renewed your contract recently or you’ve got a discounted phone recently.   You’re switching from a subsidized device plan to a purely subsidized rate plan.

      • How is the 20 dollar restore fee a disgrace? Other carriers charge alot more than that. And giving customers better discounts..Thats one reason why t-mobile will not get the iphone. People would expect them to give it away for next to nothing. 

        • Justsaying

          Isn’t the 3gs free on AT&T?

      • None

        I agree with you completely on the ‘upgrade fee”.  I would like a justification why anyone charges this.  It just an extra kick in the groin AFTER you have already shown to the company that you would like to sign for another 2 years. 

      • Mamei

        There should be some respect for existing customers…everything is always for new customers…like i posted earlier, i was having problems with a brand new phone and even though Id been with them for over 5 years was told that since my contract had expired, I should leave Tmobile if I wasn’t happy.  Thats not a professional way to handle a long term customer.  There seems to be no attempts anymore at troubleshooting or resolving problems.  The Tmobile store employee told me (off the record of course)  “they just don’t care…”  It seems Tmobile execs are way disconnected from what happens in the trenches.  The Tmobile world they describe seems very different from the experience many customers have.  And back to existing customers…just give them the same price on phones as new customers…that would just be a simple step…Every business article Ive ever read has always said that it costs a lot less to keep an existing customer than to get a new customer…yet it often feels that Tmobile goes out of its way to alienate its loyal customers.

    • Anonymous

      They are losing me as a rep very soon. They just wont give me over 20 hours. I personally had T-Mobile service for 14 years and I love T-Mobile as a company and I have some of the best sales in my store… But after working for them for one year part time, they just ignore my requests to move to full time and hire outside.

    • Steve

      You couldn’t be more correct with your statement.  Back in 2006, TMO decided to move from a number/metric goal to actually placing the customers first.  That did a great job to keep stores busy and bring plenty of new customers in.  Their customer service became a gold standard for how to not only meet but exceed customer expectations.  That was also at a point where the company focused it’s efforts on it’s wide range of handsets, including BlackBerry and even Sidekick.  Then, around 2008, they put their focus on numbers in terms of everything that they did.  That was also around the time that they put all their eggs into one basket and focused all of their efforts on Android.  Shortly thereafter, they included working hours as part of their efforts.  Whereas we had stores with plenty of available staff on duty and, as a result, customers were happy with the speed and quality of service they received.  Many of the old time Omnipoint and Voicestream customers who started with Magenta when their service was extremely poor, stayed on since they actually saw their  coverage get better and better.  Then, when you had labor hour requirements that had 2 employees in the store, the results suffered.  It’s tough to motivate an employee that used to have 40 hours and 30 hours for their full time and part time employees, respectively, and now had their hours cut by 10 or more hours a week.  It wasn’t the right thing to do.  They also brought in market management from different big box retail companies who didn’t even try to learn what the job was all about. T-Mobile is a service provider, not a Sears or Walmart.  Why not bring in executives from top notch customer service focused companies like Ritz Carlton, Nordstroms, Bloomingdales, Four Seasons since they knew what it takes to move forward and upward while focusing on employees and customers at the same time.

      Hopefully, this new year will bring back the old ways of looking at things.  With the AT&T nightmare behind, it’s time to bring T-Mobile to a better view in customer’s eyes and keep churn low due to good marketing campaigns, quality products, JD Power top rated customer service and energized and knowledgeable employees.  Go Magenta!!

    • Mamei

      I agree 100%…The customer service has really declined lately.  ECR told me to leave if I wasn’t happy…Prepaid reps barely speak English and have no clue about Tmobile policies…every single thing they’ve told me was wrong.  i wish I had recorded my phone calls because it would make you laugh (or cry) and would be a huge wakeup call to Tmobile execs in their ivory towers.  Also reps in live chat and Tmo forums who promise things and never follow through.  I used to defend TMobile as no one I know has them…but no more.  Its not the company I signed up with years ago.  

  • Anonymous

    I am hoping 2012 will be the year T-Mobile starts to surpass AT&T. We need to get the same high end devices as them or better. Strengthen our HSPA+ network until LTE is perfected then we can start investing in our own LTE advanced rollout, keeping our prices affordable yet competitive, pay less and get more but at the same time paying a worthy amount for great service. For example, I dont mind paying 100 per month for xbox live because it provides so many great features with more to come. Good luck T-mobile, im with you this year, prove to me I am a customer with a name not customer 6547 and I promise you by word of mouth I can get people to sign up with you, even with an unlocked iPhone 4s!

    • Anonymous

      We have the Sensation, Amaze, and GS2

      • Anonymous

        great phones, but we need to beef up windows phone and finally get the iPhone.

        • I think it would be awesome if t-mobile got the iphone but i think t-mobile has gotten into the habit of giving everything away. That the retention reps are going to go thru pure hell of explaning to people they can’t have a free iphone.

        • None

          High-end windows phone ^yes^.  I may not buy it, but I want to be competitive through choice!

      • True but those aren’t really iconic phones. As the average joe on the street and they have heard of Verizon’s droid, Sprints EVO, etc.

        • Anonymous

          Those phones are iconic. The problem is marketing. Tmo markets value and pricing…..while devices are mere footnotes in commercials. The sensation and amaze are tmo exclusives…..the gsg2 they have is the fastest on the web

        • Strategic

          But when is a 720p capable Android coming out like the Galaxy Nexus that went to Verizon?  I love the Amaze and Sensation, but I need that phone to up my game.

    • Fan-of-Tmobile


  • Anonymous

    Interesting if Dish pics them up.

    • Mega G

      If Dish does people will leave TMobile in droves.  Customers AND employees alike.

      • Anonymous

        They finally drooped the $200 upgrade fee for the 922. They are doing interesting things with Blockbuster, and also work with Google TV.
        I think their customer service is about on par with TMO.

      • 30014

        Why would people leave? I have dish network and I am more than satisfied with them. I’ve been their customer since 2002 and have only had 1 problem in that time. Some dumb ass kids knocked my dish out of alignment and someone was sent out the next day to fix it. So I think you are just speaking for yourself and not tmobile customers as a whole.

  • I think “marketing/promotion” is also a point that needs to be made & taking in high consideration on the top of their less. A lot of consumers are apart of the “Average Joe” percentile, I would say about 90%, lol. So most o them aren’t like us that know when a new device is coming out, all the specs of the device they may purchase, the features, the network capabilities, etc. So if all T-Mobile commercial’s is basically poking at them being better than other said networks, the consumers don’t know what we truly offer. High-end devices need spots plugged in on National TV about what they truly offer & what they do. I feel like people get a lot of devices purely on word of mouth, or just walking into a store randomly, but other than that, they don’t know. Look of Verizon branded “Droid” as a household name with their commercial spots. & we were the 1st one’s to have the An(“Droid”), so I think we need to address that. 

    • I can make it even easier than that.  Show the device, show what it does, then show how cheap it is to be a T-Mobile customer.  Even showing the device may be overkill but Carly and the rest of the nonsense is not getting it done.  Keep it simple and cheap.  We are T-Mobile, we are a better value, save up to 50% off your current phone bill.

      I just switched from Verizon and have no regrets!

      • Yeah, I like that idea. & I don’t blame ya. Good luck with Verizon. Hope they’re serving you right.

        • Minioninnc

          He said he switched from Verizon to T-Mo.

    • None

      As lovely as she is, get rid of Carly and show the phones.

    • 21stNow

      Advertise Wi-fi calling.  Many consumers don’t even know it exists.  When a new company can come into being based on Wi-fi calling (Republic Wireless) and create a small stir, it shows that T-Mobile could have taken advantage of this a long time ago and really differentiated themselves from the competition.  There are plenty of people who have weak reception from all carriers in their homes, and can benefit from Wi-fi calling.

  • Happy new year everyone!

    I agree with the “on it’s own” statement. It does have many different interpretations. I guess what the T-Mobile CEO was trying to say, is that T-Mobile will remain an independent wireless company. Thank god!

  • Boy03892003

    Aw okay hopefully this letter means that T-Mobile will STOP ignoring the fact that they need an iPhone in their device portfolio to be more successful then they were last year….what ever that means!!!

    • Ethan

      why people want iphone to be on tmobile? tmobile should be the only carrier that dont carry iphone. iphone is not a device that could make tmobile success. there are plenty of phones out there and they’re way better than iphone. just saying iphone suck. 

      • Blank21

        I agree, but stats (nor do the amount of unlocked Iphones on the T-mobile’s network) don’t lie. People want what they want.

        • Littlesis1774

          T-mobile has been losing customers over it as well

        • Tbyrne

          Why can’t they lose you? Please.

      • Anonymous

        because my shitty vibrant won’t stop freezing and stuttering and because I want to take advatage of 3G/HSPA+ data plan

  • Anonymous

    Don’t believe a word he says. 

    Dotson never put on a facade and was always straightforward with us. 

    He’s merely a puppet for Renee Obermann and Randall Stephenson. 

    Blocking the acquistion: The ONE thing the Obama administration did right. 

  • Winski

    Well, since my contract expired on Dec. 16th and these clowns have done NOTHING to insure that I stay put, I would say you’re off to a pretty awful start…

  • Littlesis1774

    please get the iphone if not then hello sprint

    • Fan-of-Tmobile


      • Tbyrne

        And good riddance.


    we’ll have a new CEO in july. a good CEO would be pumping out press releases and creating a buzz. this guy is dancing to DT’s drum and will do exactly what they tell him to do to insure his severance package is there.

    think about it, the only wireless CEO with name recognition is dan hesse because he’s out there talking up his company every day.

    that’s the kind of guy T-MO needs to get a buzz goin’

    BTW; all you iphone groupies, find another carrier.

    • I don’t think at that stage of the game DT will even hire a new CEO. DT will be out of the market by the end of the year. That’s what we were told at a town hall meeting when i was employed by T-Mobile a few months ago.

  • Cupcake

    Well my comment is that I hope that TMO starts to show their already estabished customers some love and stop forgetting about us when it comes to promoting specials to attract new customers  It’s us old-timers who have been around for years that keep TMO alive and kicking.  Stop treating us like step-children!!

    • Anonymous

      I got a full upgrade at 19 months. I think TMO will do things that other carriers won’t especially maybe because they are trying to lower churn.

      • Auser72

        I have been early upgrades within 6 months of completion two year contract for past 10 years. T-mobile has always been great about that. The only reason i have thought about leaving was because of device selection. The worst period was from the G1 to the Samsung Vibrant.

    • Abdullah Bakry

      “Our opportunities and priorities are clear: enhance our device portfolio, modernize our network, grow our position in B2B, and—most importantly—resolve churn.”
      Most importantly – resolve churn.
      T-Mo has (had) a reputation for treating it’s loyal customers well but the truth is if Phillipp & Co can’t at the very least improve their 1:1 customer/loss they’ll have no longer than 2012 and we’ll see them go the way of the dodo regardless. 

  • Anonymous

    All I know is that I love the Galaxy S2 and I feel like I have fallen in love with Android all over again.

    • kresk

      If you haven’t already, wait until you get some user time with ice cream sandwhich . You’ll fall in love with Android all over again again.

  • Heath

    I got 3 Samsung Galaxy S2s and only paid for one, and the loyalty data pricing, by talking to customer retention. In other words, I took a chance that T-Mobile will stick around longer and it looks like they will, and I’m a happy camper.

  • Abdullah Bakry

    Maybe not a new CEO but a fleet of T-Mobile evangelists!

  • Just a touch of Realism

    I am an android fan, but I would like to see the iphone make it to T-mobile this year.  I would like to see if all these people who say that T-mobile needs the iphone to survive are correct.  It wouldn’t hurt Tmobile any to acquire the iphone anyway.  If it helps great and all the fan boys were right.  If it doesn’t great and all the android people were right. I mean Steve Jobs knew what he was doing with the iphone and don’t forget android fan boys without an iphone, what the heck would you compare an android device to.  Sorry to say it but the iphone set the standard for competition in the cell phone device market and that’s the only reason android came along.  I love android, but I respect the iphone for giving us the opportunity of getting to where we are at because the android developers always have to stay ahead of the iphone game and I’m a happy G2 owner, but hey I might just pick up an iphone if it comes to Tmobile.  Just to see what all the hype is about.  If I don’t like it I can always sell it for $500 easy and just pick myself up the newest and greatest android device out there.  I haven’t seen any androids that have come to Tmobile in the last year that I can say are impressive, but let’s see what 2012 brings.  I would like to see a 4.7 inch 1080p Super HD all touch screen anti-glare screen, 32 GB internal storage, 12-14 mp camera rear (with a great camera sensor like the amaze or my Nikon) and at least a 3mp front facing, all touch screen, Ice Cream Sandwich, Easy to remove back cover, No need to remove battery to access my sim or sd card, Dedicated HDMI PORT, Beats Audio, 2000 mhz battery, Quad core, Gorilla Glass, and an aluminum/Carbon Fiber Body. Available in more than one color, but always with an option of white.  I would buy this even if it cost $800-$1000, but I have the money to spend on such a device and I know people would to.  Just look at the amount of people who got the Samsung Galaxy Nexus at full retail price.  They all paid above $700 and that’s for the 16GB. lol  Tmobile open your eyes to your competition and see what they are doing that you are not.  The real facts here are that it only cost us $200 to get out of contract with you per line, so if you don’t want to give us an upgrade because the phone we have doesn’t work properly after all the trouble shooting steps and exchanges, then we have no problem jumping ship and going over to Verizon and picking up a Top of the Line Device for free for opening up a new line of service, but hey I’ll pay a little more a month for service, but the spectrum will be 4 LTE. lol I will stick around until August of 2012 when my contract on both devices are up only because I have been with Tmobile for 13 years, back when they were VoiceStream.  So I’m 27 years old now and am waiting for Tmobile to step it up and own the fact that the loyal customers have been neglected and they only worry about new contracts.  Well idiots if you only worry about new contracts then every time you gain a new customer a loyal one will walk away due to no promotion for the people who have kept your company running in the US before you acquired VoiceStream in 2001.  It is us loyal customers who are the backbone of Tmobile.

    • Tmobile csr

      IT COSTS MONEy to acquire iPhone and ultimately its apple decision i wish people would realize that,now with the merger over the possibility is greater and hopefully a partnership with dish would also help till then tmobile is not going to take a 20 mil plus hit just to own the iPhone

      • Auser72

        The situation it-mobile is much than Sprint. In that t-mobile already has a relationship through with apple through parent company vs Sprint just trying to establish a new one. The reason why T-mobile doesn’t have iphone is because exclusive with AT&T and their hands being tied by merger when iphone came off of exclusive. I expect t-mobile to get iphone by merger end Q2

        • Auser72

          End not merger

    • None

      Can I buy a paragraph and a couple periods?

    • Kascadebrown

      Well said! I left T-mobile in Jan 2011. I had bincessant customer since they were Powertel in the Georgia market (2000). When I spoke to customer loyalty before I left, I’ve never experienced such horrible customer service. As I am glad that T-mobile is here to stay but they do have to treat long standing customers better.

    • I agree, I’m an Android user but I also think its critical that Magenta USA receive the iPhone as well.  Even if its not our first choice, it sure is a lot of other consumers first choice and that’s just something that they cannot afford to neglect any longer.  As much as I like Android, IOS is impressive in its own right and lets just all face it, we do need it.

  • None

    TMO, if you are not going to get the iPhone (disappointed in that but I will live), please do not make the same mistake and pass on high-end windows phones.  We cannot fall behind on TWO operating systems.  Love them, hate them, it does not matter.  We need to be a player through offering choices.  I am not a WP7 fan or an iOS fan for that matter but placing all your eggs in one android basket as far as high-end devices is a stupid stupid move.  I may or may not buy an android alternative but I do want the choice to be mine!

  • Desertbears

    We dont need iphone, just 3G iphone access. Get rid of GPRS/EDGE & install 3G in place. The iphone folks will flock over. I have 2 iphones that I would put my kids on. GPRS/EDGE SUCKS! My recent trip to Florida was mostly GPRS & the call quality suffered because of limited # of channels on bandwidth.
    Make the MyTouch devices top of the line! No more (give it to the kid) devices. Be like VERIZON, come out constantly with top of the line devices.

  • Nearmsp

    As a new convert from BB Bold to the SGS2 I am very pleased with the build quality and great screen. As a long time iPad user I am deeply dissapointed with the lower quality Apps in the Android domain. Every single App that I use on my SGS2 has a lower functionality level than the IOs Apps. When my 2 years is up (or may be earlier depending on the iPhone 5), I will go for an iPhone. I would love to do so within Tmobile, but if I am prepared to pay $200 and move on if need be. Another big problem I see in the Android arena is that the app providers have outrageous privacy conditions such as being able to access one’s contacts, know what numbers one calls, make changes to one’s calandra and even make calls and send photos without user input. Apple does not allow this blatant throwing their customers to the wolf approach of the Android Apps. Does any one else see a problem with Android apps? To overcome this, I have installed limited apps and used my SGS2 to set up WI-Fi sharing and use my iPad Apps.

    • Anonymous

      sounds like knowledge is too much for you. Android tells you what the apps access, Apple does not. Furthermore why are you comparing a tablet (with tablet optimized apps) to a phone? Of course they have the capability to be more capable.. they are DESIGNED that way!

      Also, plenty of apps that aren’t even available on iOS are on Android and apps that have limited capability on iOS have much better capability on Android (such as MOG)

      • Guest911

        Once again, you cant read. Go back to grade school?

        • Tbyrne

          You left the ‘ off can’t!

    • Guest

      New customer?  Be careful about the fraudulent fees labeled “Other charges” that may pop up on your bill.  Happened to me and T-Mobile wouldn’t give a full refund.

  • Anonymous

    What T-Mobile needs to is to let the customers that feel they should be getting free service, no data plans and free Galaxy S 2’s for all of their lines “just because” go and get customers in that can appreciate what T-Mobile can offer. On the flip side they need to retool the plans AGAIN and leave them alone for like 2 years!

    They should offer Mobile to Any Mobile and call it AllFaves

    • Anonymous

      They should allow all legacy and classic customers to migrate to value plan and waive the migration fee…..if a customer isnt 18 mos or more into their current contract, then they shouldnt be able to do the installment plan on a new device until they reach that point

    • Guest

      I dumped T-Mobile because they added a bunch of fraudulent fees onto my bill and wouldn’t give me a full refund when I called them out on it.  I didn’t want free services.  I would’ve settled for them only charging me for services I actually signed up for.  Apparently, that was too much for them.



  • BigMixxx

    He didn’t say anything.  He just had to say something…

    That is the beginning of the end for him.  He will probably be replaced pretty soon….

    I mean, really. All the comments about the iPhone, eventually it will hit T-mobile…be patient, it’s about timing.  We will see some LTE trials, somewhere in the world.

  • 21stNow

    So I take it that there’s no chance that they will drop contracts from Value plans now.

    • Wheresbrent

      There would be NO advantage to removing the contract policy for any of there plans, hence the reason rate plans started requiring contracts to begin with.

      • 21stNow

        I just think that there should always be a postpaid non-contract option. The other national carriers do it, even though there is no discount for it. This was and could be a competitive advantage for T-Mobile. It just wasn’t marketed well in the past.

        • T-Mobile’s Value plans are effectively a one-and-done plan system. After your first two-year term, you are never required to renew, even to upgrade. At least, that’s how it was explained to me.

        • 21stNow

          My point is for new customers walking in to be presented with a non-contract option other than prepaid.  Prepaid service carries a stigma with some people, even though it shouldn’t.  Some customers (read: the ones that could come from other carriers) view prepaid as the option for “those people” that don’t qualify for postpaid service.  That perception is changing as people realize the value with prepaid service.

          No one has to renew any plan, whether it’s Classic or Value.  I would think that if someone wanted to take advantage of the EIP, they would have to renew the Value plan contract, though.

  • Mamei

    Mr Humm, please contact me if you are genuine in what you say since letters to your office have been ignored.  Since I have owned a cell phone, Ive been a TMobile customer.  Ive recently gotten a new Android phone and have had numerous troubles.  Your TMobile reps have been totally incompetent and inconsistent.  They have not followed through on promises and to add insult to injury, your ECR who claim to represent “The Office Of the President” told me that since my contract expired, ” I should find another carrier if I’m not happy” with my new phone that has a myriad of problems and won’t work.  My local Tmobile store manager has always been great, but the employees constantly complain about their problems with corporate  Your Monthly 4G might be attracting new customers, but your outsourced prepaid reps are grossly lacking in their knowledge of TMobile policies (Can provide you a long list of the crazy things they’ve told me, but I suppose I will start recording those calls as proof).  So if you are really sincere about reducing churn, Id like to speak with you because Im one of those customers that was trying to stay loyal to TMobile and wanted to remain a customer, but your once great customer service has seriously declined in recent years.  When many of your employees don’t help customers and then the ones that claim to represent you personally tell people to leave Tmobile,  you cannot be surprised that you’re losing millions each quarter.  You also have had many marketing missteps.  I hope your PR staff monitors this site.  They should.  If things don’t improve soon, my family will be next to leave.  

    • Wheresbrent

      Start recording those calls and your call will be disconnected by the CSR, per tmobile policy.

    • Tbyrne

      Leave where? Have fun paying more and getting less!

      • Bratty

        Stop saying that when you have no idea of his situation. He may pay more but he may also get better coverage. We dont know. He is voicing concerns and you show that you have the brains of a gnat by your response.

        • Tbyrne

          Hey bratt! Nowhere in mammys statement does it say he wants better coverage. Go back to school and learn how to read.

        • Bratty

          No you moron. You need to read my comment and then understand why you are a gnat brain.

        • Tbyrne

          It’s nice when we can edit our comments isn’t it bratty?

      • Mamei

        Guess we’re shopping in different places.  Forget about all the prepaid thats cheaper…I can get a Sprint SERO unlimited everything for $70 and Verizon currently has 4GLTE for $70 with 4GB of data, and from all accounts a much better network.  But whatever.  Im gonna be done by Feb 1.

      • Littlesis1774

        People maybe paying more they can get what they want. They have choices we don’t. Not everybody likes Windows or Androids and not everyone likes the iphone. Verizon, Sprint at AT&T have different line up. They androids, windows and iphone so everyone gets what they want. Tmobile customers don’t. They have get either android or windows

    • LaLa 80

      At some point, it’s not in a companies best interest to keep every customer. If T-Mobile has suggested for you to find another carrier, what are you waiting for? They obviously don’t wan’t to invest in resolving your “troubles.”

      • Guest

        T-Mobile had a net loss of customers in 2011 whereas all their competitors had net customer gains.  Losing tens of thousands of customers must be in T-Mobile’s best interest!

    • TheWayOfThings

      You state that you might start recording your calls to customer care.. well, there are some things you might want to consider before you do..

      First of all, if you record a call to customer care, you are legally obligated to inform the representative that you are speaking to, that you are recording the call, and this must be done at the beginning of the call… otherwise, not only the recording not admissible as evidence in court, but is also in violation of the law and can land you in some serious hot water.

      Also, just to let you know, reps are instructed that when a customer says they are recording the call, they must simply state that they can not continue speaking to you, if you are recording them. You must then stop recording or they will disconnect. If you say that you’ve stopped recording and continue to do so, then see what I said above about recording the call without T-mobile’s knowledge and/or permission.

      On top of all of that, once you’ve mentioned recording a call to a rep, the rep is also instructed to document your account with special instructions to ask you if you are recording the call every time you call in, for the rest of your time with T-mobile. If you say that you are, they will disconnect. Those special instructions will remain on your account forever and a rep can lose his/her job for not asking if you’re recording.

      If you continue to attempt to record calls, you could very likely get your account set to “written correspondence only”.. meaning, every time you call in, before you can say anything, the rep will inform you that he/she can not speak with you and hang up… again, that is a permanent status for your account.

      Ultimately, you’ll end up doing whatever you want, but I felt you might want to know what the consequences might be.

  • Energize me with a highend WP7 device or shut the hell up.

    • Wheresbrent


    • The Lumia 710 is pretty high end in itself. But I’d expect more this year with Nokia pumping out lots of ST-Ericsson based Windows Phones.

  • Blah

    It’s sad to say. But I left tmobile after being with them since voice stream. I now have an iPhone 4s with Verizon

    • Tbyrne

      And we’ll have an iPhone soon enough too. Should’ve waited.

      • Jermaineh30


        • Tbyrne

          You tell me! I don’t know when. I will tell you it’s coming and when it does, all you T-Mobile haters better shut the hell up!

    • Is it fun to pay higher rates for the same services? Verizon might have the devices people want but they have the prices people don’t want. :)

  • Guest

    T-Mobile really jumped the shark over the past couple years and I was forced to dump them recently.  Good riddance T-Mobile.

    • Tbyrne

      No. We loyal T-Mobile customers say “good riddance to you!” You weren’t forced to do anything. You made a choice to go somewhere else. You’re either paying more money now or have less coverage. Well, which is it? Both probably.

      • Greg

        While he may pay more, I disagree about less coverage.  In my experience, T-Mobile has the least coverage of the big four carriers.
        I moved my business cell phones over to Vzw last year for just that reason — half the time when we had guys out in the field, T-Mobile had no signal.

        It is fine if you’re in a big city and usually along the interstate highways, but outside of that it’s iffy.  My T-Mobile family plan is great for the wife and kids because they’re local 99% of the time and in an area that’s covered. Unfortunately the school my oldest plans on going to in the fall is located somewhere with no coverage. Looks like i’m going to have to switch her over to a carrier that’s got service there.  

        • Tbyrne

          You’re wrong there. I’ve talked with many people who have service with all the different carriers who complain their coverage is spotty at times as well. I think you’re going to find my friend that the grass isn’t always greener on the other side.

        • Greg

          You’re right in that none of the carriers have perfect coverage everywhere. It all depends where you’re at. Some places have better coverage through T-Mobile than AT&T or Sprint. *Possibly* Verizon in a few spots.

          From my experience, and I’ve travelled *all* over the US, Verizon is far and above anyone else in coverage.

        • Tbyrne

          I guess I’ll have to agree with you on that. Verizon does have the best coverage, on paper. But I will say, not every shoe fits everyone. In my situation, T-Mobile fits the bill perfectly. Great reception, lowest monthly bill. Happy as a clam Greg.

  • Id not have any issues with T-Mobile till I changed my plan, and they never mention there will be a contract extension resetting my contract I was 7 months into. Once that little deceptive practice happened, I suddenly didnt care about T-Mobile and realized that T-Mobile is going to lose me big time the moment there is ANY tiny little thing that lets me out of my contract.

    • TheWayOfThings

      There are ways of disputing a contract.. First of all, if you did the rate-plan change in store, there will be an actual paper contract somewhere.. if there isn’t, then contract dates must be reversed. If they find a contract with your signature on it, then you signed it and even if you didn’t realize it was a contract, it’s still binding because it was your responsibility to read it BEFORE you put your John Hancock on it.

      If the rate-plan change was done over the phone, every two year contract extension must go through the Electronic Acceptance Tool. The rep conferences the call into the system and electronically records your acceptance of the contract. When this is done, it is forever stored in T-mobile’s database.. There’s no way a rep can forge this. In cases of contract dispute, this can be researched and if it is found that there is no EAT record in the system, the contract is null.. if there is, the contract stays.

      If you did it online.. well, you’re stuck.. because you can’t do it online without accepting the terms and conditions.

      Hope this helps.

      • Lltsweetness

        How do I get, listen to, or dispute a EAT record when T-Mobile tells me that they really don’t record the calls? When I called a T-Mobile rep. in Oct. to find out why my bill was so high all of a sudden after 7 years, the rep said she found me a lower contract price of $115.00 a month after taxes and my corperate discount. Then the following month I recieved a bill for $440.00, a huge jump from my original $180.00. When i called back trying to find out how to pull the recording of our conversation, the rep told me that the calls weren’t really recorded…. Any HELP would be greatly appritiated….

        • ItsMichaelNotMike

          T-Mobile lost my two accounts (7 years with them) due to them pulling a stunt similar to yours. (On signing a two year contract I was supposed to get 5GB data on each line included in the price). When I got the confirmation, it was 2GB.

          Unlike the T-Mobile of old, T-Mobile customer service (because it was outsourced to the Philippines or somewhere like that) has become adversarial, contentious, and like many T-Mobile fans/employees in here, perceive the customer as the enemy, someone from whom to get the initial sale and then abandoned from then on. In other words, unless you are a buyer, TMOUS wants nothing further to do with you. It is about the sale and nothing else.

          In your situation there is a recording or documentation of your agreement to the new plan and new rates. Like all phone deals, the CSR would have put you through to an automated message that spelled out exactly what your deal was, then asked you for a yes answer or pressing a number on your phone keypad. If TMOUS cannot produce that, then it does NOT have a contract with you.

          Unfortunately, unless YOU get tough TMOUS’ could-care-less customer service is not going to resolve this in your favor. They will tell you to take the pain, pay your bill and go away (and may even imply you’re stupid for not knowing what you agreed to). What TMOUS has and you don’t is time. Even if you are being bilked out of $6,000, under the new “arbitration law” TMOUS can simply stand tough and ignore you until you do what 99.999% of people do, simply pay your bill and stop calling them.

          Anyway, your story leaves out a major fact. What did T-Mobile give you for this significant increase in monthly costs? Did you get new phones? If so, what models and how many? Did you get higher data limits? If so, from what to what?

          If TMOUS can’t show you got SOMETHING in return for agreeing to pay $3120 extra yearly, then they would be hard pressed to prove why anyone with an ounce of business sense would out of the clear blue say “Gee, I think I want to change my T-Mobile plan so I can obligate myself to pay $6,000 additional to T-Mobile.”

          In legal terms it would be called “consideration.” For a valid contract “consideration” has to be exchanged, something for something. If you did not get anything, there’s no contract. In telecommunications, what you suffered, if your story is accurate, is a form of “slamming” which is common in wireless, basically making changes to your account without your authorization (that is why carriers record calls or get your electronic signature when a contract is formed).

          Another problem you may have is why have you waited this long to bring the matter to light? Didn’t you get the bill in Nov 2011? When these kinds of “errors” are made you need to jump on them immediately, and keep records.

          If you are innocent in all this I would suggest:

          Call a TMOUS SUPERVISOR and demand (politely) that the account be put back to the way it was before ($180 monthly).

          If they won’t do that, then politely ask them to cancel the accounts.

          Inform the supervisor you will be filing online complaints with your state’s PUC and the FTC.

          Find a new carrier.

          Contact your PUC and the FTC.

          Look up your contract’s requirements for commencing arbitration. (It is quite easy to do).

          Follow the procedures and “file” a request for arbitration.

          Again, you can be like most people, simply complain online about this kind of stuff and dutifully pay your bill each month. That’s what TMOUS is counting on you doing. It knows that it will win in the end because few people do anything about this kind of stuff, they just whine and complain.

          For those who do go after TMOUS, it will cave and do what you are requesting. (TMOUS, like all companies, is not going to go through an arbitration, not even to dispute a $6,000 bill.)

  • Plantkton

    Goodbye my fellow bottom dwellers. Alas, Karin has finally knocked some sense into my head. Yes, if you have followed my ranting you realize I was on the team that developed the first cell phone for Bell Labs decades ago. So, I am no youngster. 

    With CES coming, and I will be there, I cannot take another slide show buttressing HSPA+ just to watch Verizon makes Humm look foolish.

    I have moved my business and my family over to VERIZON! Yes, the call quality is great. I have been traveling over the past two weeks and not a single dropped call. No static. Consistant 12M down.

    Yes, it is costing me $10 a month more not including taxes for my line with unlimited minutes and double down on the 5G of data to 10G.

    Picked up a Bionic refurb for $69 and it looks brand new and is fully functional out of the box. Unlike the 4 refurbished G2’s that I have had.

    Has anyone checked out a “Droid” Man, let me tell you, there is no comparison. Wireless printing, standard. Server support….to many things to mention.

    When the LTE iphone comes out, I may consider it or buy it refurb. 

    So, TMO just lost over 50 lines. 

    I am not alone. This was not my idea but an assoicate turnd me on to it. 

    Played with a 4s for the first time. What a let down. Siri is as bad as Google. maybe worse.

    It is with a great deal of remorse that I say adeu but it is time to move on!


    • Spongebob

      You should start a blog…..VZWNews!!

      • It exists…VZBuzz.com

        • Plankton


    • ItsMichaelNotMike

      Most interesting post Plankton. Did T-Mobile customer service do anything to try and keep your business? If so, what? And were you tempted to stay on, or were you dead set  on switching.

      If determined to switch, what led up to the decision: poor coverage, bad customer service, the acquisition, company uncertainty?

      To the extent you imply it, Verizon is THE business carrier. When getting a signal is paramount and not suffering dropped calls is important (both critical when running a business), IMO only Verizon is relevant.

      I don’t mix business with personal uses, so for my personal lines (and tax clarity ;) I have used T-Mobile, and then ditched them to test the full range of prepaids (Virgin Mobile, MetroPCS, Net10, TracFone).

      I won’t talk about Verizon on this site since TMOUS is not really up for comparison to Verizon’s business services.  Suffice it to say, you made a wise business decision going with Verizon.

      • Plankton

        Michael, your posts keep me coming back for more :-).

        It was for all of the reasons that you aptly stated. Also, VZW dropped my rate last night and included unlimited data as I have corporate email. All without asking. Their customer service has undergone a sea change. They are as good as TMO ever was.

        I have spoken to TMO before re: my multiple G2’s. They were indifferent. I coach LL and rec Basket Ball. Most families have been on TMO for years. For the very reason you stated. Venture to say there are going to look elsewhere.

    • Bb933

      Hopefully Verizon’s 4G lte won’t go down 3X in one month again!

  • ItsMichaelNotMike

    For those who are calling this “rah rah speech” a bunch of hooey, I agree. People should compare these words with those Herr Humm has uttered before, for example, when he was denying TMOUS was up for sale and telling people to get back to work, a month later the AT&T acquisition was announced.

    It is pretty clear that while Herr Humm may be an expert at shepherding disposition of Deutsche Telekom assets, he is lousy at knowing how
    to get new customers and keep current subscribers. In other words, he does not know how to run a U.S. wireless company.

    I’ve yet to see Herr Humm actually do anything to TMOUS to improve and maintain what’s most important  to running a retail company, customer service. For various reasons Deutsche Telekom/TMOUS has instead been focusing on chasing sales, and made a conscious decision to NOT invest in follow-up, good customer service. (That’s a common business failing, putting a herculean effort into making the sale, then abandoning the customer when they have questions or concerns.)

    That’s a big mistake because lousy customer service will destroy a company faster than anything. else. To be sure, with the Internet posted customer complaints can sink a company at about the same pace as the Titanic went down. And while behemoth corporations can financially withstand the hits, even their bottom lines can suffer significantly.

    Witness Netflix’s bad decisions (including the Qwikster debacle) and CEO Reed Hastings “apology” made with a sheet eating grin on his face. (A lot of people, even on the nightly news, saw the CEO’s arrogant display). End result, Netflix has lost 75% of its value. If there’s any justice in all this, Reed Hastings’ stock options have tanked in value. I digress, forgive me.

    Witness Sprint who has never recovered from its years of abusing
    customers, so desperate that for two years its CEO on national TV has
    been begging  for customers to come back.

    Witness the Bank of America backlash suffered when it announced a $5 monthly debit card charge.

    Witness Verizon recently announcing a $2 “convenience fee” if one chose
    to pay a bill online, only to withdraw the idea after seeing a firestorm backlash on the Net, Verizon finding out that it can’t do anything it wants.

    Wendy’s restaurants late CEO Dave Thomas understood the importance of the customer. He was known for visiting his restaurants and hanging out in the lobbies like any other customer would. He would wait in line, order food and eat it.

    He said that he did this mainly to see the looks on customers’ faces. If they were happy and smiling, he knew that the Company was doing things right. He also wanted to see what needed fixing, if anything did. He told the WSJ that he could do what a lot of CEOs did, sit in their offices mandating this, dictating that. But he correctly concluded that the only way to assure customers were happy was to visit the restaurants, as a customer.

    Alas, IMO Humm does not give a rat’s pitoot about the “customer experience” of which he speaks. For sure, in the spirit of Dave Thomas I can’t picture him walking about a busy street corner to check out how T-Mobile customers are enjoying their phones, or not. Nor can I envision him visiting stores to see how they look, if the handsets are clean and properly displayed, and how the employees are interacting with prospective customers.

    Copyright © 1996-2012 Michael Mortimer, Second Chair Publications. All rights reserved.

  • dt

    just get the iPhone, then there will be less reason for people to drop magenta

  • Wayne Umbertis

    Mr. Humm, I
    finallly heard from someone named Richard who sounded like the company
    ‘bad cop’ required to tell the customer that he is guilty and T-Mobile is
    right and always is. He
    told me he and the company had no interest in resolving anything.  The
    conversation was taped so all is verifiable.  Aside from not getting any
    courtesy or relief, not a pretty face for T-Mobile. He
    told me that T-Mobile does not include return labels in upgrades for
    contract renewals.  I was told to the contrary by the rep I spoke to
    when I called to ask about returning the phones.  He said I could return
    the Optimus and despite the fact that I wanted it, I also had to return
    one of the HT7s and they would in turn send it back.  This seemed
    foolish and I asked why I should return a phone that I already had.  He
    said it was company policy and they would send me another one
    immediately. I
    asked him where I should send them.  He (now I know to get names and ID
    numbers) told me that there were prepaid labels in the boxes and to use
    them.  He stayed on the phone while I checked out the boxes.  There
    were in fact return labels in both boxes and I relayed that to him.   He
    told me to put them on the respective boxes with the appropriate phones
    and send them to those addresses. The Optimus went to somewhere in
    Massachussets and the HT7 went to Fort Worth.  I saw return, noticed the
    address but did not pay particular attention to anything else on the
    labels.  As he told me to find them and use them I did just that.  I would not have had a clue where to send them without the labels. There
    was nothing mentioned by the rep that T-Mobile did not include return
    labels in upgrades (contract renewals) in fact to the contrary. He told
    me to retrieve them from the boxes. Then, after I’ve sent them and one
    doesn’t arrive I’m told that T-Mobile does NOT include return labels. When
    I repeated that the Optimus phone was delivered Richard told me that
    may have been the case, skipping over the fact that he had just
    previously told me that you do not include return labels with said
    products.  He went on to say that the Fort Worth return label was for
    recycling only and there would be no indication of receipt.   If
    this is in fact the case, that you send out return labels for recycling
    with new upgrade phones, it would seem you would do your best to draw
    the customers attention to that fact.  A note, a plastic bag something
    that says “For Recycling Returns Only”. Something that tells the
    customer he can return his old equipment if he wants.   Your
    man Richard said that was on the label.  I certainly didn’t see it and
    while I didn’t study the label, there was no loud hint that that was in
    fact the case.  I simply followed your Rep’s instructions. Frankly
    this all reeks of dishonesty and a failure to pay attention to the most
    basic of all vendor tenets ‘look after your customers’.  One needs to
    look no further than WalMart to see the value of that philosophy. In
    this instance, when it is to T-Mobile benefit you acknowledge you put a
    return label in your upgrade shipments.  When it is not to your
    advantage, you deny that you ever do that.  Something very wrong with
    that picture and the tough guy door closer doesn’t add to customer
    satisfaction.   You
    hold all the controls because you can simply shut off my service
    without fulfilling your end of the agreement.  I’m not sure what my
    legal recourse is but I intend to explore it.  I simply asked for the
    agreed phone to be sent back to me as contracted and as I was told that
    would happen if I followed the rep’s instructions.  I did just that.   Thank
    you for at least passing this on to your ‘close out’ dept.  The company
    will continue to hear from me until I get some resolution and we will
    continue to reach out to higher levels of management that talk out of
    the same side of their mouth and care about the long term benefits of
    customer satisfaction. Sincerely, wuwayne.umbertis@suprawater.com  CEO Suprawater, Inc.

    • Anonymous

      T-Mobile has never included return labels with upgrade handsets. They do however include instructions of where and how to return a device if need be. As a CEO, I think you can appreciate why T-Mobile wouldn’t add a label in each phone sold. Can you imagine the cost of paying for a pre paid label for every phone sent out when only a very small percentage of them will need to be returned?!
      And the label that is provided clearly states that it is only to be used to recycle your old phone if you want to. It also clearly states on the label in big bold letters that this label is not to be used for equipment returns. It sounds like your mad because a T-Mobile rep gave you right info, you refused to believe it and decided to do things your way and now feel you should be compensated for your lack of ability to follow directions and apparently read.

  • Timb22

    I sent this to the BBB because I believe T-mobile is being unfair in this situation.

    I’ve been a customer
    with t-mobile since January 2006. I recently moved to an area that does
    not receive t-mobile coverage. Since my move I have contacted t-mobile
    to make them aware of this. In my contact with them I was told to wait
    72 hours while they contact there technical department to see why I’m
    not receiving a signal and that I would be contacted then to discuss
    this. I waited about 5-6 days with no call back so I contact T-mobile
    again. I was then told that I’m in an area where the signal is
    unpredictable but on there website says I should receive a signal. We
    then discussed other possibilities to receive calls and messages. One of
    the options that I was given was to upgrade my phone to a phone that
    has the “Wifi-calling” feature so I could use the Wifi from my home
    internet that I pay for separately. In order to do that they also said I
    need to extend my contract an additional 2 years. I don’t feel that I
    should have to extend my contract because they don’t have service where
    it says online that they should. The other option they have is to cancel
    my services with them. I don’t want to cancel my service because they
    told me I would have to pay a $200 cancellation fee because I’m still
    under contract, even though I don’t get services where I moved to and it
    says I should receive services on there online coverages map.

    This is the response I received.

    Bureau Services
    Better Business Bureau of
    Alaska, Oregon and Western Washington
    P.O. Box 1000
    DuPont, WA 98327

    Your Case No. XXXXXXXX
    T-Mobile Account No. XXXXXXXXX

    To Whom It May Concern:

    USA, Inc. (“T-Mobile”) is in receipt of your letter dated December 30,
    2011 regarding Mr. XXX XXXXX’s above-referenced account.

    be advised that customers who move are not eligible for a waiver of any
    early termination fees. There are several factors such as: network
    changes, traffic volume, service outages, technical limitations, signal
    strength, equipment, terrain, structures, foliage, weather, and other
    conditions that may interfere with service, quality, and availability. A
    review of the coverage map for Mr. XXXXX’s billing address indicates
    that he is in a moderate coverage area. However, as stated in our
    Service Agreement, T-Mobile does not guarantee coverage.

    records indicate that Mr. XXXXX’s line of service, 503-XXX-XXXX is
    under contractual obligation through November 3, 2012. Therefore, it is
    our position that an early termination fee of up to $200.00 will be
    assessed to the line of service if it is canceled prior to the
    respective contract end date.

    Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed.

    you for bringing this matter to our attention. If you have any
    questions, please do not hesitate to contact me at 877-XXX-XXXX
    extension XXX-XXXX or at the address listed below.

    Very truly yours,


    LT Gooden
    Executive Customer Relations

    So much for resolving CHURN… T-mobile is not doing anything to work with me… Not even exchanging the current phone I have with a phone that has WI-FI calling. Their customer service is now as good as the rest… Horrible

  • CliffordBush

    Just get the iPhone the people phone it the one thang that can help get. T-mobile back on top of thangs. It will help all t-mobile in the long runing. Whith at&t it will be so good for t-mobile USA.