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 (in order of importance): store sales representative; website; phone sales representative; store facility; offerings and promotions; and cost of service.”

It was February 17th, 2011, almost one year ago to the date that T-Mobile continued its streak of highest overall ranking for the fourth year in a row so we’re a little saddened to see such a major drop-off year-over-year. Unfortunately, no reasoning was provided as to why T-Mobile had such a dramatic change from last year. The survey is based on responses from 3,375 wireless customers, all of whom are among current subscribers who report having a sale transaction with their current carrier within the past six months.

Let’s be honest before I sit back and listen to the inevitable flow of comments from T-Mobile customers each with their own horror story. The T-Mobile we know from the last 12 months is not the T-Mobile we know from the previous four years, it’s clear that in a AT&T world, T-Mobile lost a lot of it’s magic, or mojo if you will. As T-Mobile faces an admittedly uncertain future as they find their path for LTE, the iPhone and possibly forging spectrum deals with potential partners, we have little doubt they can and will regain their magic.

Let’s not forget that T-Mobile has taken this award 11 out of the last 15 times, the most consistent record in the industry. Unfortunately these surveys don’t reflect changes T-Mobile made in the last few months of 2011 that internally show huge increases in customer survey scores. In fact, T-Mobile saw a 32 point increase in survey scores from their low point in September to the same survey in December. However, the reporting period for these surveys ended before T-Mobile was able to show these increases. Still, no matter what I write, I know that some of you will undoubtedly post your bad experiences and argue that T-Mobile is going down the drain. That’s fine, but I urge you too look at the separation between T-Mobile and first-place leader sprint, just 7 points. Those are not unsurmountable numbers and a spread T-Mobile can easily cover as they work to revamp their customer service both inside their retail stores and through their customer service call centers and return to the T-Mobile of old.

JD Power 


Full Press Release:

J.D. Power and Associates Reports:

Satisfaction with the Wireless Purchase Experience Has Declined Among Customers Who Make Sales Transactions by Phone

Sprint Ranks Highest in Wireless Purchase Experience Satisfaction among Full-Service Carriers, While Boost Mobile Ranks Highest among Non-Contract Carriers

WESTLAKE VILLAGE, Calif: 16 February 2012 — Overall satisfaction with the wireless purchase experience has declined from 2011, mainly due to changing customer expectations and the level of service provided within the phone channel, according to the J.D. Power and Associates 2012 U.S. Full-Service Wireless Purchase Experience StudySM—Volume 1 and the 2012 U.S. Wireless Non-Contract Purchase Experience StudySM—Volume 1, both released today.

Now in their ninth year, these semiannual studies evaluate the wireless purchase experience of customers using any of three channels of contact: 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 (in order of importance): store sales representative; website; phone sales representative; store facility; offerings and promotions; and cost of service.

The study finds that overall customer satisfaction has declined significantly among full-service wireless customers who conducted a recent sales transaction via the phone channel. In 2012, overall satisfaction among these customers averages 735 (on a 1,000-point scale), compared with 758 in August 2011, when satisfaction was last measured—a decline of 23 points. In contrast, satisfaction remained stable in the other contact channels during the same time frame.

Full-service wireless customers who purchase devices by phone indicate experiencing greater difficulty when speaking with the phone sales representative handling their sales transaction. In particular, satisfaction has declined notably with regard to promptness in initially reaching a sales representative and the timeliness of the complete transaction.

In addition, among full-service wireless customers who purchased a device by phone, hold times and total transaction times have increased considerably. For example, in 2012, the average customer-reported hold time for waiting to speak with a sales representative is 4.6 minutes—an increase of one full minute from August 2011. Once the customer reaches a sales representative, the average customer-reported time for completion of the sales transaction is 16.4 minutes—nearly two minutes longer than in August 2011.

“Within the past year, there have been a number of new product and service plan innovations in which, in most cases, relatively detailed information needs to be provided to customers in a logical and cost-effective manner,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “Customers who make purchases online and in retail stores have the opportunity to view all product offerings and see the pricing associated with each, which is not always possible over the phone. In phone transactions, it is more challenging for sales representatives to describe a service or device and also complete the transaction in a timely manner.”

According to Parsons, there is a potential negative outcome when customers have a poor purchase experience, including higher future switching rates and a reduced likelihood of repeat purchases via the same channel. For example, in conjunction with declining satisfaction among customers who use the phone channel, there has been an 18 percent reduction in the proportion of customers who say they “definitely will” shop at the same carrier channel source in the future (28% in 2012 vs. 34% in August 2011).

For a second consecutive time, Sprint ranks highest in customer satisfaction among major full-service wireless carriers. Sprint achieves a score of 748 and performs well in the offerings and promotions and cost of service factors. Verizon Wireless (746) follows Sprint in the full-service carrier rankings.

Boost Mobile ranks highest for a second consecutive time in overall purchase experience satisfaction among non-contract service carriers. Boost Mobile achieves a score of 776 and performs particularly well in four of the six factors: store sales representative; phone sales representative; offerings and promotions; and cost of service. MetroPCS (768) and Virgin Mobile (755) follow Boost Mobile in the non-contract service carrier rankings.

The study also finds the following key wireless retail sales transaction patterns:

  • While 62 percent of full-service customers indicate that their most recent purchase experience occurred in a retail store location, 19 percent say that their most recent sales transaction occurred via phone, and an additional 19 percent occurred via the online channel. This differs considerably from non-contract customers—27 percent say their most recent purchase transaction occurred online, and only 11 percent indicate that it was via phone.
  • The average total time customers spent in the full-service retail store to complete the sales transaction is approximately 55 minutes—an increase of approximately 2 minutes from six months ago. In comparison, customers making purchases from non-contract carriers indicate spending just 45 minutes in the retail store.
  • Satisfaction with the overall purchase experience among other retailers, such as Apple, Best Buy, Costco, RadioShack and Wal-Mart, averages 741 index points—which is 19 points lower than among stores owned by full-service wireless carriers.

The 2012 Wireless Full-Service Purchase Experience Study—Volume 1 is based on responses from 10,271 wireless customers. The 2012 Wireless Non-Contract Purchase Experience Study—Volume 1 is based on responses from 3,375 wireless customers. Both studies are among current subscribers who report having a sales transaction with their current carrier within the past six months. The study was fielded from July through December 2011.

For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, please visitJDPower.com.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance,cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

Tags: , , , , , ,

  • Proeng

    I would agree with the JD Power as I have been and still a loyal Tmobile fan. However their service has gone down the drain. Customer Service Reps specially Telesales, Client Retention loyalty really dont care about the customers anymore 

  • Lacedupchi_ct

    When it comes to store experience it can be directly linked to the company cutting hours. They dont understand in retail hours are forecasted but cant be concrete. So there are longer waits in the stores and no time for long phone conversations when customers call the stores. Also the time it takes to explain Value plan since it usually takes several times and a comparison sheet on the difference in the two year price.

  • Confusion in the Value Plan, non educated store employees and repetitive & confusing promotions where probably to blame IMO.

    • Steve

      Store experience is terrible at 3 of 4 stores I’ve visited in the last year.  I always go to the one nearest T-Mo HQ because the service there is actually good.  But they always have someone from corporate on the floor, watching over each interaction.  The other 3, I have actually received poor to downright rude (at one store) service.  Granted, at the rude store, my father-in-law was a little annoying, but that doesn’t mean that a 20-year-old sales rep should laugh at him.  A sales rep should never laugh at a customer…ever.  If the customer is that bad, you should ask the person to leave.  This current generation scares me…I can’t imagine what customer service is going to be like at any store (T-mo or not) in 20 years!

      • hello

        Sounds like your dad is a douche and I’m going to assume he raised you to be a douche. Then a 20 year old rep put you in your place. The days of the customer is always right is over. the customer is retarded these days and doesn’t understand the concept of business and wants everything for free. Screw the customers that are morons, as a mobile rep I’m unsympathetic. The reps are doing the best they can with the crap they’re given. T mobile isn’t stepping up. Best place to work my ass.

  • Luis

    1 thing also I think that effected the rating is the value plans.  They are confusing to the customers and there’s a lot to explain compared to the “sign a 2 year contract and get a discount on the device”.  The sale last week was an example that a lot of people don’t really care about how much they pay monthly on there bill, they just rather get the phone for cheap.  If Verizon lowered there monthly rates by $20 yet increased the iPhone to full price, I think a lot of there clientele would be upset just for the fact that it’s $600.  T-Mobile promotes free phones all over there website, but than you see the advertisement for the $49.99 family plan, it’s like there fighting there own plans against each other.  

    • T-Mobile needs to stop promoting Family Plans. Point blank, not EVERYONE wants a family plan, and a lot of the deals are ONLY for family plans. There needs to be some of the same deals on Individual lines too. Contrary to belief, a lot of what makes the companies money is still on the individual lines that have a much higher ARPU, so show some of the same benefits to going with a postpaid carrier and not taking the single line with a higher ARPU to a prepaid carrier for LESS.

      This post would go on for hours if I even got into how WRONG the Value plans are set up.

    • hello

      Exactly, customers are stupid. it’s simple t mobile. Customers are going to complain about the bill no matter what. Give them a free phone, some instant gratification and let them upgrade earlier to keep up with technology and charge the crap out of them.

  • My experience with T-Mobile stores as of late has been horrible. Why would a store advertise a huge banner outside for the Nokia lumia 710 for $39.99, when its actually over $130 to buy?

    Mail in rebates are false advertising, and it makes people angry.

    There are three things that T-Mobile can do to keep me a customer, 1) release a high end Windows Phone, 2) release the iPhone 5(6) this fall, or 3) release the Galaxy Nexus for $100 on contract with no MIR(by the time that phone comes out on T-Mobile, it’ll be outdated) .

    • Lacedupchi_ct

      Mail in rebates are not false advertising so please stop crying. Also in upgrade the Lumia is cheaper for current customers.

    • Anonymous

      Be smarter than the MIR.

    • Anonymous

      Just buy the phones from Wal-Mart.

  • Howie8690

    I wont give you the down the drain story, however their fate was sealed when they shifted from right fit to sale something at any cost. Many of the ones who imbraced the culture that won thoses awards are long gone. We still have a soft spot for them, but cant get over the mismanagement of the parent company. This shows in the ones who had to stay and are now servering you.

  • Alvin B.

    A 7 point spread on a 1000 point scale… that’s way within the margin of error and renders the result pretty useless. 

    • Dominique

       Funny, I never seen anyone posting that same logic when T-mobile was winning all those times. 

  • Anonymous

    I am very glad that the whole AT&T deal died.  I think that this rating and the customer service rating was directly related to T-mobile starting to transition to the way AT&T does things.

    I’m hoping that the new initiatives that T-mo put out will have T-mobile blowing everyone out of the water next year as far as customer experience and customer service goes. Go T-mo Go!

    • Tmo Ninja

      There was never a point in the acquisition period where a T-Mobile Employee was told to adhere to a “at&t policy”

      • They didnt have to be told… Employees were already upset from the news of the merger, realized they would have no jobs and started “misbehaving” and giving T-Mobile a bad name. Additionally, the policies that upper management enacted were so spot on to how AT&T conducts business that an employee doesnt have to be TOLD to adhere to any policy that AT&T had, they just were implemented into T-Mobile (and still remain to this day in EVERY aspect) and were told “Stick with T-Mobile policies through the merger”. T-Mobile has never done away with the policies of the merger, thus, the bad experience remains and will continue Im sure for another year or two.

        • Dominique

           Nope they haven’t changed a thing.  The kick-off report for the new year was “We are not changing a thing in customer service, because why change a great thing”.  That straight from the head of all T-mobile customer service.  The current sales objectives is great for the company for money but it’s horrible what tactics reps have to do to meet ever growing sales numbers.  The numbers are double what they started out with and if you can’t manipulate customers into buying things they don’t need then your fired…period.  It won’t change until that’s done away with. 

          Verizon and Sprint are the two top carriers in customer service and they don’t push sales but AT&T and T-mobile push sales and their the worst.   T-mobile was top when sales were not pushed but dropped to last when they were.

        • Anonymous

           Dominique I’m really starting to like you. This is the exact reason I know longer work for T-mobile. They pretty much scrapped CEO and just made it the O.  I wouldn’t become some sleaze ball trying to push stuff on people that didn’t need it but it was either do that or leave, and I chose leave.  After 4 years of working for a company I was proud to work for I became ashamed of what it had become.

      • Anonymous

        I’m not referring to specific AT&T policy, but I was saying that they were starting down that road of transitioning to AT&T. 

        Upper Management had thrown their hat in with AT&T and starting making based on becoming a part of AT&T instead of strengthening T-mo & it’s ecosystem.

        To me, T-mobile has always been about making the customer happy and providing a great experience for both the customers and employees (a happy employee helps the customer better).  Last year, it seems that T-mobile was making decisions that were putting profits first and the client last, the way I see AT&T operating.  Granted, profits are very important, but if it alienates the customer base, then those cost saving measures create even more churn.  It’s cheaper to retain existing customers than it is to market to and draw in new customers.

        It seems like after the AT&T deal fell through that T-mobile has been getting back to the basics (especially after they saw that they fell to 4th place in customer service).  That’s where I think that this year will see T-mobile making strides in improving it’s customer relations and employee morale.

        BTW, I’m just a T-mobile fanboy since 2001.  I’ve never worked for T-mobile, so this is my opinion sitting on the outside looking in.

    • 21stNow

      I don’t get this response either.  I’m a customer of both T-Mobile and AT&T and don’t see many similarities at all between the two companies.

      Some differences off the top of my head are:

      1. Family Plan pricing.  T-Mobile’s first two lines are pretty much the same as two individual lines.  On AT&T, the first two lines on the cheapest family plan has a lower cost than two individual lines on the cheapest individual plans.

      2. Full upgrade pricing available at 20 months on AT&T vs. 22 months on T-Mobile.

      3. Early upgrade pricing on iPhones from day one of a new contract.  T-Mobile’s early upgrade pricing for any phone kicks in at 12 months.

      4. Unlimited text messaging.  T-Mobile is cheaper (by far!) but AT&T adds unlimited mobile-to-mobile calling to theirs.

      5.  AT&T doesn’t require a contract extension to change phone plans.

      6.  AT&T hasn’t changed their calling plans in a long time (I think that you have to go back to the pre-2005 time).  T-Mobile changes calling plans every year lately.

      7. T-Mobile makes more extensive use of rebates at the time of phone purchase than AT&T does.

      Some of these can be seen as pros or cons for T-Mobile, depending on what is important to a particular customer, so I’m not ragging on T-Mobile/cheering for AT&T.  But this does beg the question: what policies did T-Mobile put in place that were like AT&T’s?

      • Dominique

         #1 is completely wrong.  Just for example the unlimited talk and text Classic for individual is $59.99, which 2x would be $119.98.   The Family Classic unlimited talk and text is $99.98 per month.  That’s a $20 difference per month compared to if you had two individual lines.  Data would not change anything because it’s the same per line if you were family or individual.

        • 21stNow

           I still stand by my original statement.  I didn’t say that the family plans were exactly the same price as two individual plans, but pretty much the same.  Your example shows a 17% savings for a family plan over two individual plans.  If I chose the lowest plans that AT&T offered, the cheapest family plan is $60 while two individual plans would be $80.  The dollar difference is the same, at $20, but the percentage savings jumps to 25%.  That savings is still low to me, but better than what T-Mobile offers.

        • Dominique

           OK, lets look at AT&T unlimited talk and text individual and family for comparison.  Individual is $89.99 and family is $149.99.  That’s a difference of $30 between two individuals and the family.  If you use the exact same math that you used with T-mobile unlimited plans then you come up with the exact same 16.6% difference in pricing. 

          Do the math yourself and stand by your statement but you’re wrong.

        • 21stNow

          To be honest, I didn’t look at that plan because it’s not a plan that I would consider in the first place. I see that you want to jump all over point number one.  I’ll concede this to you.  There were still six other points.  As I said in my original post, this was off the top of my head.

          Even though my overall question wasn’t addressed to you, do you have anything to add to answer my main question?  How did T-Mobile adopt AT&T’s policies last year?

        • Dominique

           Don’t have any disagreements on the others. If you want to know what T-mobile adopted, it was the customer service.  They went from service to sales.  Resolving the issue is secondary to sales.  That is a 180 from what T-mobile used to be.  Verizon and Sprint don’t push sales through customer service and it shows in their higher rankings.  Sprint used to and then took a page out of the book of Verizon and old T-mobile and look at them now.  Reps were told that we had to push sales because that’s what AT&T would expect. 

          T-mobile also shortened the time from when the bill is due from the end of the billing cycle to match up with AT&T, which was 4 days shorter.

          T-mobile used to allow customer to pay for their subsidized phone over the course of payments.  That went out the door with the merger announcement. 

          T-mobile started charging restoration fees if the account went into suspension, something that AT&T does that T-mobile didn’t do before.

          T-mobile changed their policies on requiring a contract to appease AT&T because of all the customers that were leaving.  Now it’s to keep as many customers with T-mobile because of their previous tactics.  Also, they changed the policy that if a customer were to move to an area that didn’t have T-mobile coverage that they’d still be required to pay an ETF.  Again, to keep as many customers for AT&T when they took over.

        • 21stNow

           For the sales push from customer service, I can’t speak to that one, because I so rarely have to call into each company’s customer service lines, so I’m not familiar with the sales tactics.

          The billing cycle due date one perplexed me to no end.  My billing cycles are the exact same under both companies.  My AT&T due date is the 14th (28-29 days) and my T-Mobile due date went from the 13th to the 9th (23-24 days).  When I asked a T-Mobile rep about this, I was told that T-Mobile looked at the average days to pay for AT&T, and my days to pay may be higher than average for whatever reason.  Who knows?

          I didn’t know that T-Mobile’s restoration fees were a new thing (I haven’t been around long enough).  I just thought that T-Mobile had recently become more aggressive in collecting them now, based on user comments.  From experience, I know that AT&T does charge a restoration fee ($36 around five years ago).  But, I was VERY late with my bill, made no payment arrangements and therefore, thought that it was understandable.

          If I understand you correctly, you’re not saying that the contracts and change in service area policies were AT&T’s policies, but rather T-Mobile’s reactions to acquisition concerns.  If so, I still put this on T-Mobile and not AT&T.

        • Dominique

           Also, if you want to go with lower rate plan percentages.  The difference between two 500 minute individual plans and 1000 minute family plans, both with texting, is a 28% difference.  That means that not only is T-mobile cheaper but gives a larger percentage difference than AT&T does at 25% for their lower plan.  Again, do the math and it’ll prove that your completely incorrect.

        • Dominique

           Oh, one mistake on that one.  You didn’t include texting, which increased your percentage in savings.  If I did the same thing with the 500 min compared to 1000 minute family then that percentage increases more, which proves my point that much more.

    • riderdiechic

       I agree

  • Anonymous

    Customer service is always excellent whenever I call.  I get the answers that I need and money taken off of my bill whenever I have a legitimate reason.

    My store upgrade experience easy and personal and I even got my upgrade fee waved. 

    • Steve

       If it’s not a problem with a bill, that stupid new computer system hangs up on you.  I always say “problem with my bill” now just to get to a person, even though I haven’t had a problem with my bill in years!

      • Anonymous

        Man I HATE that stupid voice system!  I also hate repeating the last digits of my social for twice.

      • riderdiechic

         now this is true

  • Anonymous

    I have a recent horror story.  I won’t go through the whole story in this post.  If you want to know ask.  However, my experience with customer service directly mimics the JD Powers survey.  I signed up with T-Mobile in 2004.  Their customer service has been outstanding until November.  At that point, I had an absolutely awful experience trying to make changes and upgrades to my account.

  • The person that sold me the phone was extremely nice, worked with her manager to give me the online deal that had issues being placed when I tried ordering the night before. Worked with her manager (who was a complete a-hold) to exchange that same phone when the screen had the coating on the glass marred. She kept me as a customer… Unfortunately a lot wasnt said about how T-Mobile works, how plans cant be changed without contract renewals for 2 long years, how there are no repair centers to exchange or repair your defective devices… When I call, T-Mobile is extremely unhelpful and I kinda think they enjoy denying assisting me. 
    If I go to stores, they bombard me with adding a line, its all they want is “add a line, add a line, add a line” and its rather annoying. Focus on me and my personal line and give me service…

  • Anonymous

    Tmobile needs higher end phones

    High end Nokia Lumia 900, Iphone 4s or the next gen model  and a pure Android phone ANY pure android phone with ICS

    • Littlesis1774

      They need a variety of phones. They higher end android, windows and iphone.

    • 21stNow

       “and a pure Android phone ANY pure android phone with ICS”

      The Nexus S?  You said ANY, so the age of the phone shouldn’t matter.

  • Anonymous

    The new T-Mobile store in Lee’s Summit MO has the worst cs. I will never go back in there for anything.

  • My sidekick froze every time I attempted to browse the web. Exchange after exchange same issue. Finally they offered to let me get a different phone…. the Exhibit 1. Pretty much the same exact phone minus the reason I got it… the keyboard. I passed and took another sidekick. Same results. Then I decided since I am forced to use wifi anyway I might as well drop down to the 2GB data package. They told me it was not available on my line but that I could upgrade to the 10GB plan. Really?

    Long story short… My local carrier (Cincinnati Bell) was running a promotion to buy out all of my existing lines and give me a free month of service so I switched. Now I have an HTC Sensation and could not be happier. Plus the 3000 mins with free nights starting at 6 and free weekends, text, and a 10GB share plan on 2 lines for $140 is not too shabby.

    And since Tmobile just sent me 2 refurbished Sidekicks for my lines prior to switching they sold on ebay for the same price my sensations cost.

  • Whatever, no way in hell att gets to rock before us…..we just didn’t pay them off enough……kiss off jd power and associates, your awards doesn’t mean anything to anyone anymore…..i’d rather take take a UL award…..it means more.

  • ian

    most of male loyalty rep were extremely helpful, but females were such a b, I don’t know why?

    • Bb

      maybe they are trying to be tought just like a female cop? ;)

      • hello

        Maybe they are women and shouldn’t be in sales,MANagement, or anywhere outside of the kitchen.

  • interesting…

    As an employee I can honestly say that there are stores in my market that have taken a huge dive. Customers will come to my store to see us because we actually give a crap. I personally dislike my job but I work hard everyday cause its not fair to the customers.. Or my pockets ha. But the Morale is way down and I blame poor scheduling, where you have one person working. I also blame the increase of quota pressure. Everyone is getting written up for missing quota by 1 activation and the quotas are increasing. So you have desperate workers trying to sell more to keep their jobs. Its a mess right now.

    • hello

      I semi agree. Bad scheduling is due to a.being under staffed and b. Your dumb manager. We push dumb phones at low prices with no marketing and terrible customer service with high expectations. If you want to set a Ridiculous goal and expect good service then show me some money, come on.

  • Anonymous

    Poor T-Mobile.  Want to make me a happy customer? Give me a Lumia 900 or a HTC Titan.

    • 123TMoRocks

      Typical TMo customer…gimme gimme gimme

  • Really no surprise here :/ 

    • Anonymous

      Yep, you took the words right out of my mouth. Is anyone surprised these days when T-Mobile is announced dead last to anything? iPhone? Check. LTE? Check. Customer service? Check. The list goes on…

  • Anonymous

    Even if they have been doing better these past few months, i’m still surprised to see them drop so dramatically in the first place.  This company needs a hero!

    • Frigadroid

      Tebow working for T-mo it couldn’t hurt. Jeremy lin wouldn’t be bad either. Just think you could get the christian conservatives, ivy league, and asian business as well. Some demographics that t mobile has overlooked.

      • Anonymous

        They don’t seem to target people that have good credit.

        • Frigadroid

          + 500 on that! Crazy isn’t it? Many wealthy people are cheap too, they love to save money. Another reason I think Tmobile should offer an all included “Envy Premium Value Plan” for $150.

  • Thomas Brezinski

    Here’s what I still don’t get about these ratings, it’s a 1000 point scale and all the carriers are within a few points of each other.  Due to an acceptable margin of error due to low sample size doesn’t that just make them all equal?

    • guest

      of course it does…  this is just another example of really, REALLY horrible reporting.  that is the most deceiving headline to an article, ever.  what the survey truly shows is that all the carriers are (as you said) completely equal.

      people need to think just a LITTLE bit… ugh.

      • Frigadroid

        I agree they all suck! Tmobile sucks a little less because they are cheaper, but they all change the contract any time they see fit, and that really pisses me off to no end!

  • Gomimo

    The reasons?  EIP (Equipment Installement Plan) issues like crazy, customers not being able to either buy or exchange handsets in stores.  Required renewal of contracts for any plan changes.  Value plans misleading pricing with full price for handsets.  Customer care reps repeatedly telling customers to just go to the store to have their problems solved or that stores can do that when often times they can’t, this is often from foreign reps (another reason why customer service is in the tank).

    • Amit Shah

      I have been a tmo customer for 10 years, i have been recently try to get some more lines. When i call they give me a nice price but then the order has to go to order verification who rejects my order and tells me that i need to go to a store to buy my phones. When i go to the store i get a completely different price. When i say i was getting the price online they are like call them and place the order. What i have learnt is that the stores are 3rd party and not t-mobile. My ordering experience with them has been so bad that i actually thought of going some where else. When i read this headline i actually laughed because i experienced it.   

  • I found your blog randomly, but I’m gonna come
    again and again. Please visit my blog? I’m having a giveaway, but no one knows
    about it.

  • Frigadroid

    Duh, like I have said before if you have to break out the calculator in going on a 15 minute explanation of the sale you lose the customer most of the time. Keep it simple stupid you should be able to pitch your sale in 30 seconds.
    I’m pleased to hear about the loyalty sale that seems like a nice gesture in the right direction, even though I haven’t heard anything official yet.


      The way you talk with using the words “duh” and “stupid” no wonder Tmobile is in last place.

      • Frigadroid

        Duh, you are the one talking stupid, so try to stop showing your ignorance. Do some research and learn what “simple stupid” planning is. Get a clue I don’t work for tmobile or any carrier and the way I talk has no effect on their business. If anything I help tmobile by being a long time customer. The problem is obviously uneducated know nothing fools like you working for tmobile. Thanks for proving my point.

        • Yeah, “keep it simple stupid” is a pretty common business term.

        • Frigadroid

          Thanks, the k-i-s-s concept I thought most everyone knew that too. These young whippersnappers like to test this old fart once in a while but they should know by now not to enter a battle of wits unarmed. Those kids needs to realize living as long as I have I had lots of time to pickup what works and what is counterproductive. I understand though internet bravado no harm no foul. I know when I was young I thought I knew it all too. Now I know better.

  • Thomas Brezinski

    Adding (and marketing) the EIP option to the value plan was just dumb and confusing.  With current consumer mindset and intelligence level the value plan should be a quiet alternative kind of like when EM+ plans were only offered online or via phone.

    Or better yet… They need a single set of identical contract / non-contract plans where non-contract is say on average $20 less per month.  Non contract is prepaid and you buy phone outright.  Contract is postpaid and phone is subsidized.  That should be the only difference besides price.  Make it simple!  They started down that road a while ago with EM/EM+ but then forked a bunch of times.

    • hello

      Lol your basically saying keep it simple because consumers are morons. But I won’t disagree. 80% of my customers on a daily basis make me shake my head.

  • Guest

    There stores are full of robots reading scripts!

    • hello

      as a rep I can honestly say your right.

  • Anonymous

    It appears to me that the point spread between all of the carriers is very narrow.  The difference between TMobile’s 741 and Sprint’s 748 is less than 1.0%.  If these were SAT scores, the difference would be statistically insignificant.  Also, is J.D.Power particularly trustworthy? I’d favor Consumer Union, and its Consumer Reports publication.

    • None of these companies are trustworthy for ratings. Especially Consumer Reports, they’ve had numerous items that are made by the same companies. HP and Compaq same processors and graphics. They rate one higher than the other. ???????

    • Anonymous

      JD Power is trustworthy

  • It’s only down by 7 pts from the top.  Is this for new customer purchases or purchases in general? I’ve been in numerous stores paying my bill at the self service kiosks. Seen employees with no customers go to the stock room and be nonchalant. The store has customers that were willing to purchase, instead they leave out. Don’t get me wrong a lot of retail stores have similar situations going on. When the consumer is dissatisfied it will show. It might not at first but it will eventually. Who wants to buy something where it seems your business is not wanted?

  • Stormer1025

    I think the major reasoning behind the poor experience of buying a phone at t mobile is because of the value plans. They are awesome rates but to the average consumer they are as confusing as hell. People want to save money but not in this round about way. People who are on value see these ads for free phones, but wait they don’t qualify and people on classic plans see these great rates, but wait there may be a huge migration fee. T-mobile needs to go back to a more traditional way of doing rate plans but still kill the competition in overall price and value.

    • Sam

       there is no value in it, $200 per line to $1000 fee for family line of 5 just  to pay fee to get value plan. that is a rip off, not value

      • Dominque

         If you didn’t get a discount on 5 phones then you wouldn’t have had to pay that migration fee.  You can’t have your cake(phone subsidies) and eat it too(plan that is cheaper with no subsidies). 

        • Stormer1025

          I totally agree with you dominique. I ask a sales rep at t mobile and the simple fact is that people in general just don’t get that. Make it simple. That’s why people go prepaid. You pay this much and you get this. Why can’t t mobile (or any other carrier for that matter) make the contract that simple but with the phone discount every 24 months or so

        • Stormer1025

          *I am a sales rep*

      • hello

        Your an idiot

  • Orton

    this is why  we canceled tmobile service after 7 yrs.  horrible customer  service phone reps and idiot store corporate reps. also so many confusing fake deals which never works.

  • Armando

    this is a wake up call for all those incompetent rude  reps answering 611 or those tmobile employees that are fooling around themselves here on this page!

  • Jimmytwilliams

    I dropped t-mobile last year!  Everytime I went to a store they had two people working and I had to always wait forever!!!  Went down to the At&t store and there were more staff there to help.  Personally, it appeared that t-mobile was closing.   Where they heck is there people

    • Anonymous

      Yet you still frequent a T-Mobile blog a year after cancelling?  What does that say about you? Learn to let it go dude.

      • Anita

        i see that you are a tmobile rep criticizing every negative  comments from customers.  if you think hard and  carefully, you are only making it worse for tmobile . every customers that are posting their awful experience regarding tmobile, their views must be respected by you as a tmobile employee.  they are not lying and it is backed by  these reports.

  • Tmobileeeeeeeeeee

    burn baby burn. only 5 more months to be out of contract. then im outtttttttttttt

  • Embarrased to work for em

    As an employee I will say this is to be expected. T-mobile has cut funding to retail creating situations in which customers in high-volume areas are lucky to see more than one employee at a store, which means huge lines. We can no longer let customers call the customer care number from stores, so we practically have to tell them to go to hell if they want to call instead of wait…This is a policy not to let them call- Great customer service there.
    And we as employees take all the crap from customers all the time because tmobile puts us in this situation.
    Hoenstly I loved working here years ago, but since the At&T thing it has been unbearable. Time to get out for me.
    And as a matter of policy, we are now told to completely slam customers with features they do not want, as well as make customers provide email addresses, and set up customers for electronic billing-even without consent.
    Tmobile tells us we HAVE to do all these things, then we have to put up with all the problems they never see, like angry customers.
    In truth, I would hate being a t-mobile customer…except for the fact that they have cheap plans.

    • Carlos

       thank you very much for your, bold, honest and unbiased  opinion. would be nice if  many of those other stupid and rude reps  are like you

    • Hans Von Lichtenstein

      I hear you man.  I’m embarrassed to work for them.  Between nonsense policies that create a barrier to retaining our customers and straight-out inefficiencies born from equipment failure or system errors… I’m surprised anything gets done.  There were so many issues with system errors on the recent sale that the average wait time for customers was 1-2 hours.  I can’t even tell you how many people simply left because they couldn’t be seen in a reasonable amount of time.  

    • steffanut

      As an internal rep in a call center, I can day that these are not T Mobile policies, that you refer to. These are in store policies. Policy specifically states that slamming customer accounts will not be tolerated, though we see it every day in centers. I will also say that anytime you guys slam them, center reps have to take those features off, and speak with a very irate person. Thanks for sticking together.

      • Hans Von Lichtenstein

        I can tell you after having sat through a half hour conference call, doing a half hour worth of training and having to track and report everything he listed, that those are in-fact t-mobile policies.  

        As long as you’re taking time to thank us for our effort, thanks to customer care for telling customers they can get online prices in-store, have to go to a store to do changes of responsibility, have to go to a store to cancel, can exchange their phones bought through care or online in-store, telling customers they have to go in-store to receive credit for bill overages and third party content.  Thank YOU for sticking together.

        • Kalel

          Yeah, it goes both ways because of pressure put on both the store and call center reps.  There will always be reps that will not do the right thing in order to keep their job and meet the numbers, whether that’s in the store or over the phone.

    • TheTmonater

      Customers can call from the store, but we are supposed to go through the RSL line then asked to be transferred to customer care. I have never been told to “slam” anyone with features. We are not making customers give us their email and certainly not signing them up for Epay without consent.

    • 123TMoRocks

      Wow.  No wonder!!

  • RSA @ T-Mobile

    I am a employee of T-Mobile. Even before the AT&T merger crap started they got rid of things that I knew would cause this to happen…like getting rid of the “High Five Surveys”, add in the AT&T merger deal, still no iPhone, upper management changing so frequently you don’t know who your boss is from one week to another. The company is on a push for selling of Pre-Paid currently for some reason also. We are told to try and talk customers into getting prepaid over post paid.

    The company is going under. It will either be just a pre-paid company or it’s going to be gone in general. Churn is at a all time high and customer satisfaction is at a all time low. I don’t blame customers for leaving this shitty company at all. The only reason I am sticking around is so that I can get unemployment when they do go under.

    • Anonymous

      For someone who supposedly works at T-Mobile you really are ignorant about how your job works.  You really should find something else to do if you’re not committed to it.

      The push on prepaid is because post paid accounts are not for everyone.  Some people will always exist out there who are not financially responsible or some people just don’t want to have a commitment.  Prepaid on T-Mobile is perfect for those people and they can still get up to 5GB of data on their prepaid lines if they want to.  It helps T-Mobile out because they don’t have to discount or subsidize phones for prepaid customers.  That way if you have someone who just doesn’t pay their bill there’s no collection activity or anything like that.

      • Hans Von Lichtenstein

        I’m not sure what about his comment make it sound like he doesn’t know how to  perform his job.  It does however make him sound like he is observant and knowledgeable about policy and internal processes that have impacted company-wide performance.  

        Not having secret shops is a death-sentence for any sales effort.  Not selling the iPhone has hurt business year over year for T-Mobile, and now that you can get it on all three other major carriers.. if you’re a customer who wants an iPhone, you now have plenty of options.  

        I worked for Circuit City prior to and during their fall and I can tell you without a single doubt that unless T-Mobile institutes some drastic changes from how it conducts business internally and how it markets itself, it will be splintered into several regional carriers or simply out of business within three years.

        • Kalel

           Ask Sprint and Verizon how well the Iphone has increased profits for them. Oh wait, it’s actually cost them hundreds of millions of dollars in profits because Apple commands such a high price for the phone and requires the carriers to give massive subsidies.

        • Hans Von Lichtenstein

          I think money from the ATT breakup fee would buy a few iPhones… don’t you?

        • Anonymous

          The money went to the parent company.  The iPhone is Apple’s fault.  They would have to create a whole new model to support T-Mobile USA AWS HSPA+.   The CDMA iPhone made for Verizon just also happens to work on Sprint and Cellular South.

          Plus there is probably pressure from Verizon and At&t on Apple to not release the iPhone 4S on T-Mobile until an LTE version came out.  If the 4S with it’s HSPA+ came to T-Mobile, they could claim the best coverage of the fastest iPhone for a fraction of the cost.  That would result in huge blows to verizon and at&t.  If T-Mobile got the iPhone when an LTE version came out, verizon and at&t are less likely to lose customers.

        • Anonymous

          There is NO way you can compare Circuit City to T-Mobile. 

          T-Mobile USA makes a NET profit every year.  There hasn’t been a recent financial quarter yet where they’ve lost money despite all the gains they’ve been doing on the network.  Sprint is more likely to go the Circuit City route than T-Mobile.  

          In fact I’m willing to bet since Verizon, at&t, and Sprint ALL lost money in Q4 of 2011 as soon as T-Mobile releases it’s financials I predict T-Mobile USA will be the only US carrier to post a net profit for that quarter.

          The issue with T-Mobile is that there is no market share growth and only moderate profits.  T-Mobile USA is profitable but not a cash cow.  All they really have to do is stop the customers leaving like crazy.  The CMO put it best recently when he said thousands of customers switch from Verizon, at&t, and Sprint to T-Mobile all the time… by cutting down on T-Mobile’s churn the growth is already there.

    • Baddogy

      Sorry but employees like you are the real reason why we are where we are. Your attitude impacts customers in a negative way.

      • Hans Von Lichtenstein

        and you sound like a sycophant.

    • 123TmoRocks

      Glad you got fired!! LOL

  • I just chalk the latest jdpower stuff up to the AT&T buy out. I bet now that it’s done we’ll see things improve if not, oh well.

  • Joe

    a tmobile store rep told me they have customers all day these days coming to cancel their service due to   bad customer service and  so make non existent fake deals.

    • Joe

       and he is tired of telling these unhappy customers to instead call 611 to cancel.

  • TMoFan

    This is another sad result for T-Mobile. There was a time when great cs and T-Mobile went together like chocolate and peanut-butter, but it appears that they have jeopardized themselves by going into at&t mode last year and pushing confusing sales/plans.

    My own experience: There are two TMo stores nearby. At one the cs is useless. They always seem put out and making up things as they go along. At the other it’s the opposite. The staff takes their time and they know what they’re doing. I never have a problem with costumer care over phone. In fact they seem to go out of their way for me when I call.

    T-Mobile has some time to reverse course, but not that much.

  • Anonymous

    I can say that aside from a couple of incidents in my 9 year run w/ TMO, they have been very good to us.I have been aggravated in the past with them, but that will happen with any carrier. I believe the merger had a VERY heavy influence on this ranking & its going to definately push tmo to focus on airing out the “stench” that it left behind. In time I think they will regain some lost trust.

  • Tech7

    If a customer calls customer service, why not give us the option to speak directly to a representative? Instead you have to play voice tag with a computer that can’t understand anything and will hang up on you when it gives up. You’re pissing the customer off before they even get to a CS rep.

    • Guest

      On top of that the computer asks you for information that the representative asks for again anyways so what is the point of even having us choose a department or enter account info

      • Clayalexander87

         The reason is so that joe blow from down the street doesnt try to screw with your account. Would you rather have no account security and have to call in all the time or have to answer a few questions again to make sure that they know there talking to the right person.

  • JdFail

    A 7 pt difference out of 1000?   That result is statistically insignificant.  How is this even worth reporting, JD Power?  It basically shows a dead heat IMO.

    •  Of course when T-Mobile was on top of the list, beating out others by a few points, you T-Mobile employees were all “Way to go T-Mobile” or “T-Mobile, we are the best.”

      Kind of like politicians.

      When one polls well a candidate says “Polls mean everything, they are significant, I am #1.”

      When one is losing in the polls it is “Polls are meaningless, the results are statistically insignificant, how is this even worth reporting.”

  • magentableeds

    Service overall just sucks. Common robotic rep response I hear is “I’m sorry theres nothing we can do. You should look for a different carrier.” Just shocking when CEO wants to reduce churn, driving customers elsewhere becomes a 2 nd or 3rd level troubleshooting step.

    In general, I heard Clark Howard rail against carriers’ practices,esp gping as far as telling people not to join att. Maybe Tmo picked up spme bad habits

  • JeMo

    To all of you who are criticizing those who are sharing their bad experiences (including you, David) you guys have to realize that people are just sharing their experiences with customer care. I’ve been with T-mobile since early 2010 and I can honestly say that I have never experienced worst customer service in any capacity than with T-mobile. I’ve called different customer service departments from banks, cable, satellite, cell phones, utilities and other ones but by far the one who I hate to call is T-mobile. Regarding the service itself, it’s also poor. I have a galaxy s2 and live in riverside ca, where I’m supposed to be getting 4G. My phone usually downloads between 250 kbps and 400 kbps. That’s far from 4g speeds. Again, this is my experience with t-mobile and yes, t-mobile’s customer service and overall service is by far the worst. 

    • Adsfdd

      They even fail to send a right phone several times…what more could I expect from them..

    • Vim

      In David’s defense, let me just say that he himself has been publicly critical of T-Mobile’s deteriorating customer service during the past year while the dark cloud that was the AT&T acquisition was hanging over the company.   And I don’t recall him ever being critical of people who simply shared bad experiences.  When he gets critical it’s usually because someone was silly enough to rant about how terrible a company T-Mobile is because they refused to give him a free top of the line smartphone six months after he got his last subsidized phone, or something equally ridiculous.   He isn’t invalidating all the reasonable people who’ve had difficulties with T-Mobile, only the ones who are being unreasonable.   

      That said, there are some unreasonable people on both sides of this debate.  I think it’s pretty clear that T-Mobile’s customer service did deteriorate over the past year as evidenced by the drop in the J D Power rankings. It’s unclear if the same management that caused the deterioration is capable of fixing it.  The jury is still out on that one.  They do seem to be taking steps to address it.  But are those steps enough?  Only time will tell. 

  • Nate

    I’ve had T-Mobile since 2005 and have loved the customer service.  That is, until I switched to prepaid last year.

    I switched because it was substantially cheaper, and there seemed no benefit to staying on postpaid.  I wasn’t giving up any new phone discount.  Only downside I saw was ineligibility for phone insurance. 

    Well, I found out the difference when I called customer care.

    I had always been impressed by the CSRs under post-paid, who were knowledgeable, friendly, helpful, understanding, talked to you like a human being, and didn’t seem like they were always reading from a script.  Now, unfortunately, I get a call center abroad (probably in South Asia) with badly trained CSRs who I can’t understand sometimes and who can’t understand me half the time, who don’t seem to know the products very well, are obviously reading off of a screen, and who are frustratingly unhelpful.

    If there has been a growth in prepaid, then to me this is the simple explanation of lower ratings.

  • Kitpogi

    uhhh…how the heck did Sprint get to Top 1? WTH?

  • A Comment To Herr Humm – Why T-Mobile Talking Nice Is Falling On Deaf And Suspicious Ears

    This is in response to a comment in here where someone said that they are still with T-Mobile after 9 years, a couple of “incidents,” and some aggravation. They also implied giving DT a pass for this poor JD Power placing because it was going through the merger (sic) last year.

    Pardon the length, but I needed to keep my writing engine tuned up. My usual disclaimer: if you don’t like me or my comments, simply don’t read em. ;)

    Sidenote: Since Herr Humm has provided evidence that he reads this kind of stuff, Mr. Humm, please read (and come up with a different approach, or like I said last year, change TMOUS to a top quality prepaid carrier).

    Your “very good” experiences aside, I find it interesting that over your
    9 year run that there have been a “couple incidents” and that “I have
    been aggravated with [T-Mobile].” Sorry, but I don’t accept that such is
    an acceptable standard for customer service, mainly because IMO there’s
    a substantial risk that T-Mobile risks losing a customer after just one
    incident, and especially if the Company aggravates the customer.

    But what you or I would do under such circumstances is irrelevant.
    What’s important is that many customers don’t give second or third
    chances, they walk after the first incident. And if customer service
    aggravates the customer it is almost a certainty the customer will be
    justified in terminating the relationship.

    In any event, IMO the “we were being acquired” excuse does not fly.
    That’s similar to a company saying mistakes are “computer error” when in
    fact most computer errors have their origin from humans making mistakes
    when inputting data.  You are saying “the merger (sic) was a
    substantial factor in TMOUS giving bad customer service.”

    Initially, despite AT&T’s intentional and strategic mischaracterization note that this was NOT a merger, it was an acquisition. This
    is an important distinction because in this sale Deutsche Telekom did
    not have a say nor give a rip what AT&T did with TMOUS (see 2011
    TMoNews articles and commentary which is consistent with this
    allegation). And from looking in TMoNews and elsewhere on the Net it was obvious that in
    2011 DT did not give a rat’s pitoot about TMOUS customers.

    Arguably, if it was a merger Deutsche Telekom would have done a lot of
    things differently toward its U.S. customers and employees, for example,
    halting customer defections. And if AT&T was buying a wireless
    company, complete with customers, I submit it would have NOT been OK
    with the estimate that by the time it fully integrated TMOUS the Company
    will have shed 8+ million subscribers.

    In every acquisition it takes two to tango. AT&T was willing to pay
    $39 billion (3 X TMOUS value) to gain some spectrum and take out a major
    competitor who prevented AT&T from hiking its prices into the
    stratosphere. Deutsche Telekom desperately needed the $39 billion to
    prop up its European operations (which is losing money) and do a deal
    that allowed it to instantly as if by magic get out of the U.S. wireless
    business, something it really, really, really wanted to do.

    Despite T-Mobile customers being an extremely loyal lot (albeit many
    TMOUS subscribers are known as simply being skinflints willing to defect
    to the carrier with the cheapest deals) Deutsche Telekom willingly
    entered into a deal with the satanic blue master despite knowing:

    – U.S. customers would be left flying in the wind. (AT&T did not want them, DT didn’t care what happened to you);

    – DT knew that the deal would take out a major U.S. competitor and leave
    us to, inter alia, suffer major price hikes. But it did not care, it
    wanted that $39 billion;

    – When the deal was inked DT did from nothing to very little to address
    the concerns and worries U.S. customers expressed; it did nothing to
    assure that AT&T would be legally bound to honor T-Mobile contracts;
    neither company adequately addressed post-acquisition handset

    – Instead of doing any of the above TMOUS changed many of its policies,
    draconian changes that morphed TMOUS, the Company becoming
    indistinguishable from AT&T. (See TMoNews announcing the drip, drip,
    drip of changes over time).

    Fact is, DT’s acquisition stench (your word :) was from its own doing.
    It went all in on the deal going through. DT had its bags packed and
    papers in order, ready to flee back to Germany.

    Everyone knew that DT had no problem whatsoever abandoning its U.S.
    customers, IMO as it did both before and after the acquisition was
    announced (Humm must have had a good laugh when he arrived in the U.S.
    and heard people, including yours truly, speculate that he was here to
    turn T-Mobile around when in fact he was dispatched to the U.S. to
    supervise the sale of TMOUS.  (I remember people being excited that he
    might be able to get TMOUS the iPhone.)

    All this said, while the acquisition had some effect on TMOUS’ customer
    service and subscriber numbers, TMOUS customer service decline commenced
    in late 2009 when DT focused on getting the initials sale and slashing
    costs. Around that time DT stopped giving a sheet about good customer
    service (and that was when CSR reps started to have foreign accents,
    which many people in here denied was occurring).

    Yes, employee morale suffered while the acquisition was pending and low
    employee morale can lead to employees taking out their worries and
    frustration on customers, but in 2009-10 it became all about numbers and
    nothing else.

    By the time the acquisition was announced customer service was already
    in the toilet and there was a morale problem with U.S-based employees
    (remember Humm’s letter to employees trying to boost morale because of
    sale rumors, him saying that TMOUS was not for sale. Then a few months
    later the AT&T acquisition hit the papers).

  • Hans Von Lichtenstein

    In case you guys don’t know… your “contact us” is broken.  It’s displaying broken images in the captcha.

    • Did you try again, I just tried it on two different browsers and it worked for me.

  • Very Good Service……………………………

  • Anonymous

    Looks like this is the end of the road for T-Mobile. No way they can turn themselves around. AT&T killed them.

  • Cellularcollege

    As a very recent ex employee of T-Mobile…. I am hear not to be pro or bash them with this comment. But I do find it odd that the company focus during this time period changed from a “voice of customer satisfaction survey” with obvious monetary incentive behind a stores high scores. To a “customer loss” retention percentage….

    I am by no means blaming it solely on this. In the front lines at the store level this did have an impact. Also hearing about phone interactions the customers that came in talking about. Well, over the past year declined incredible. I personally have called on behalf of customers and have had more than my share of great phone reps. But for all those great ones I have had I remember the worst 3 or 4 and I understand where that customer is coming.

    Sad but this is all very very true. T-Mobile can make excuses all they want. The ball was dropped in customer satisfaction the past year. I know any customer from my store would love to share their views.

    reach me @  http://www.cellularcollege.webstarts.com

  • Melweb76

    I to am a recent Ex employee from the front lines, I also saw such issues with customer satisfaction plus the fact that the store reps have so much on there plate that they don’t even have time to do good customer care.  Being yelled at by management due to not completing the millions of right fit guides and customer on boarding sheets did not help, if you didnt do it for every customer you per written up half the time, what rep can focus on care when they are freaking out about loosing there job over stupid papers.  Half the time we filled them out at the end.  Its a shame to see the company do so bad in such a year.  All the good management and staff have quit due to they were all customer care driven and that is not the message our upper people are passing to our reps and management today…  Its all about adding service and getting more money out of the customer, if they dont’ want it don’t push it.  I to hope T-mobile can turn this around..

  • salzmn23

    I think it mostly has to do with the calling on customers phones..i work at a t-mobile exclusive dealer and i have customers telling me they cant get through to “actual people to talk too” only machine and i myself have experience that problem.NOW why they would implement such a feature might be to save money, cutting down on live representatives is  just my speculation on part. good customer service is not a hard thing to provide its just a matter of advertisement i know the idea is to get the customer in the store it works but somehow its displeasing to explain to customer the “details”.Miss management is a simple thing to fix here are some ideas T-MOBILE
    *Remove the automated answering service (611) * Reestablish live operators * Provide better customer service for existing customers   * Hire more relatively experienced  sales representatives (which will cut down on upset future customers)these are just  some suggestions 

    • ROB

       i dont mind  if it is outsourced or not but they need to be able to speak english fluently , i don’t care much about the accents.
      i called yesterday. asked for supervisor,  the rep says” YOU WAIT OK, I AM TRANSFER TO TALK  SUPERVISOR”

  • Joe

    Had a bad experience at a T-M0bile store in Tampa Fl at the University Mall. Was not told of the real equipment cost and it took @ 3 months to get it straightened out. Will never go back there and will encourage family and friends to go elsewhere. I have also experienced long  wait time (MORE THAN 60 minutes)  to speak to a representative . This has happened more than once. 

  • If the index is on a 1,000 point scale, is there really that much of a difference between 748 and 741 in real world terms???

    • Kalel

       The same as it was when T-mobile was number one for all those years and nobody questioned it.  Why is the numbers questioned now, now that they are last?

      • Skeptic

        Very good point :)

  • Brianb4

    Tmobile was laying off executives, putting all effort into being absorbed by AT&T.  Why are they shocked they slipped to bottom of customer experience?  People knew the German’s wanted to sell the company and didn’t care about the customers or their American employees anymore.

    NOW, they care because the FCC and Justice department said they could not be bought by AT&T.

    • Vim

      After the acquisition T-Mobile was probably going to be either dissolved or converted into a low-end prepaid label for AT&T.    T-Mobile’s management thus likely felt they had little reason to care about T-Mobile’s long term reputation, particularly among its post-paid customers who were soon going to be absorbed by AT&T. 

      • Yeah, T-Mobile was going to be folded into AT&T. Not set up as a low-cost anything, I thought this was perfectly clear right from the get-go?

        • Vim

          Based on T-Mobile’s recent infatuation with the less lucrative prepaid market seemingly at the expense of the more valuable postpaid market, there was some idle speculation that  AT&T might have been planning to keep some of T-Mobile’s upper level management around to run the prepaid division, either combined with AT&T’s own Go Phones, or perhaps as a separate low-end label headquartered somewhere deep inside the “death star” to fend off losses from Boost and Cricket. 

  • Guest

    Does anyone else simply question the data? On a 1000-pt scale, all four companies had total scores that only ranged from 748 to 741 … so the best and worst were separated by 7 out of 1000?  Who cares?

    • Nick

       I don’t question the data, but a 7 pt spread is no big deal


    T-Mobile’s customer service is HORRIBLE! I should know becouse I work for a authorized T-Mobile dealer. Whos to blame? Customer service/loyalty department. I used to be able to waive activation fees and upgrade fees by calling up as the customer and dispute it but NOT ANYMORE! why? becouse there nickle and diming and if you ask me, i geuss they figured they were all loosing there jobs so they didnt give a F**K and they got the habit of not giving a F**K.

    • Brian Hoole


    • 123TmoRocks

      Wow! Moron

    • Rainymonday

      We loose millions of dollars when you all make false promises like that..and we In customer care are fighting with you all..at the end of the day you are making things worse when you knowingly know Activation charges and upgrades fees are part of the business. You should be ashamed of yourself. Why do you think we lost JD Powers no surprise we stopped applying credits to Minute overages / upgrade fees/ activation fees/ roaming/ ..yes Tmobile did spoil it’s customers we give and give.. when nobody else cared about their customers. We have a new CEO and things have changed. At the end of the day we are a business.

  • guest

    The reason they drop is simple. They quit caring thinking they were going to be At&t.  They even dropped purchase options such as the ability to install in payments. I only found this out when I needed to replace a dead device. So I decided to get a used device.  Also, go look at phone options. T-mobile is far behind.  All the major carriers have tons more options.  T-mobile is still trying to sell the galaxy s 4g which is a vibrant v2.  as  long time customer, I am extremely frustrated with them right now.

  • Ethanthorn

    I could care less if t-mobile was first or last but what i want to know and care about is how the bloody hell did sprint come in number one they dont fix there towers when they need to be and blame the problem on the customers device if anyone should be last in this its sprint.