US Labor Department Says T-Mobile USA Moved Jobs Overseas As It Closed Call-Centers

The U.S. Labor Department recently discovered that T-Mobile USA moved jobs overseas after it closed local call-centers amid layoffs of U.S. employees. A Bloomberg report says that the Labor Department findings contradict the company’s claim and provides for workers to apply for government help.

“The workers’ firm has acquired from a foreign country services like or directly competitive with services supplied by the workers which contributed importantly to worker group separations at T-Mobile USA,” said the Labor Department on their website.

The labor departments finding provides for employees of all the recently closed call-centers to be eligible to apply for “adjustment assistance.”

“All workers of T-Mobile USA, Inc., Call Center, Allentown, Pennsylvania (TA-W-81,520), T-Mobile USA, Inc., Call Center, Fort Lauderdale, Florida (TA-W-81,520A), T-Mobile USA, Inc., Call Center, Frisco, Texas (TA-W-81,520B), T-Mobile USA, Inc., Call Center, Brownsville, Texas (TA-W-81,520C), T-Mobile USA, Inc., Call Center,  Lenexa, Kansas, TA-W-81,520D), T-Mobile

USA, Inc., Call Center, Thornton, Colorado (TA-W-81,520E), and T-Mobile USA, Inc., Call Center, Redmond, Oregon (TA-W-81,520F), who became totally or partially separated from employment on or after April 17, 2011 through two years from the date of certification, and all workers in the group threatened with total or partial separation from employment on the date of certification

through two years from the date of certification, are eligible to apply for adjustment assistance under Chapter 2 of Title II of the Trade Act of 1974, as amended.” Signed in Washington, D.C., this 11th day of July, 2012.

T-Mobile USA spokesman David Henderson said that the company was “surprised” by the Labor Department’s decision “because the facts provided did not support that the work done by these employees was sent offshore.” Furthermore, the company “has long had and does utilize partners both within the U.S. and in other countries.”

A local newspaper report in Leigh-Valley, Pennsylvania is reporting that more than 600 workers who were laid off when T-Mobile closed down the local call-center are now eligible for a federal program that pays them and subsidizes health insurance costs while they train for new jobs.

Any call-center employees familiar with this ruling and have been contacted by anyone about it?

Bloomberg, Labor Department, The Morning Call

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  • MarcusDW

    And this is a big part of why our country is in the toilet.  Thanks T-Mobile.

    • IamDefiler

       You can thank the government as well while your at it.

      • MarcusDW

        No doubt.  


      Tax policy and regulation makes it impossible for companies to compete. Thank the government. 

      • R81

         Yes, we need less regulation and more trickle down garbage, sure has worked wonders the past 30 years, hasn’t it?

        Get an education, “tech”.

        • jon

          Actually he is the only one that has any education at all in here. Listen to yourself…30 years ago how many TVs were in a household? How many cars did the avg family have? No doubt you’re typing on your tablet while surrounded by a laptop, desktop and a 60 in TV. So yeah dipshit, I’d say trickle down economics has done the avg American pretty well the last 30 years. We are only the richest country in the history of planet Earth! Open your eyes and stop the hipster “its cool to be a 99 percenter”. Crooks exist in every walk of life including the corporate world. Guess what? They also exist in government too. Our capitalistic, free enterprise model has created a pretty damn comfortable life for even people considered to be in poverty. This is the only country in the world where even people below the poverty line own a TV.

      • Jim Mack

         Hi TMOTech. I knew there had to be a corporate minion in these comments somewhere……and there you are!

        • TMOTECH

          Corporate Minion? No. I just realize that when government makes the cost of business higher by raising taxes and regulation costs companies find ways to reduce cost in other areas. The easiest way to do this is with labor. If the government wants to help the economy the best thing they can do is get out of the way. U.S. corporate taxes are the highest in the world. Higher costs = inflation. 

        • Herpderp

           oh look, a LOLbertarian

  • Xavier

    @MarcusDW – lol

  • The problem is that it’s cheaper to pay someone in another country to read off a script than it is to pay English speaking Americans…

    • That’s not a problem, that’s how all companies operate.

      • Minimum wage is destroying our economy.

        Here – this may help:

        • Xtmoemployee

          This nothing to do with minimum wage you biggot, people who worked in these jobs were getting paid 2X or 3X minimum wage. I should know I worked there!

        • TMOTECH

          The minimum wage raises the cost of living for everyone and that forces companies to raise the wages of others as well. 

        • Dalton

          You’re kidding me right. Do you make minimum wage? Most likely not. I do. It’s shit pay. If it weren’t for minimum wage we would have working conditions similar to in China. I think Americans would rather have no job than a job where they work their ass off only not able to pay their bills.

          You’re gonna tell me Unions are ruining this country next, huh? No. It’s the greedy companies who want to make more and more money.

        • jon

          Another high school dropout that thinks they should be paid like a brain surgeon…and now you spend all your time smoking pot at “occupy” rallies while demanding all corporate execs are hanged or shot for being successful.
          Grow up, get an education, put in a few honest hard days work and you’ll find out your capable of more than a gig at McDonald’s.

        • dkbnyc

          Paying a minimum wage is destroying our country? So your job should be able to pay you 50 cents a week and you wouldn’t have a problem with that?  Anyone who thinks the minimum wage is in anyway destroying our country [other than the fact that it should be increased] is totally indoctrinated by the 1%.   What’s destoying our country is corporate welfare.  What’s destroying out country is a group call the “Politicians”. 

        • TMOTECH

          Take a basic economics class before making such silly comments. The reason the minimum wage is bad for the economy is because the only thing it accomplishes is higher prices. It is very simple. If I am paying someone 5 bucks an hour and the government tells me I have to pay them 7 dollars an hour the cost of running my business just went up. and not just by 2 dollars an hour. I also have to pay payroll taxes on the increased wage. I still need to make a living. So I raise my prices or I lay off people, or both. So now  the cost of buying my product is higher and less people are working. a simple example that most can understand is this. The last time the minimum wage went up so did the cost of a cheeseburger happy meal at McDonald’s. 

          Minimum wage was a good Idea in theory 50 years ago. With the amount of information available to people today they should be able to realize when they are being taken advantage of and go find a job that will pay them what they are worth. Not having a minimum wage would give people an incentive to work harder and educate themselves to get a better job. 

        • R82

           And what exactly are your economic credentials, pray tell?  I’d wager they aren’t much.

          Every first world country has a minimum wage.  Without it, we devolve to some kind of Dickensian hell.

        • TMOTECH

          No not really. if a company offered me a wage i did not want I would look for employment somewhere else. If a minimum wage is such a great idea why not make it 50 bucks an hour? You see if you did then a cheese burger would cost 20 bucks and a value meal would cost 35. Your 150,000 home would cost a million. But you would be making 50 bucks an hour and everyone would feel good. Everything is related and there are consequences for every action. Things are not static. 

        • Mirad77

          mr tech kindly explain thses words to me; per caiptal income,standard of living and cost of living. Also tell me how many people out there are being paid what they are worth. Also explain to me why there almost equal number of unemployed grads as there is those with high school diplomas. Do use all the tech and economis knowledge you have. Thanks

        • TMOTECH

          People are being paid what their resume’, knowledge, education level and work ethic allow them to earn. I have only earned minimum wage once in my life and it was when I was 16 years old. 

          There are Many reasons why there are so many unemployed in this country. A big reason so many college graduates are cannot find work is due to their degree choice. There aren’t many jobs out there for someone with a 18th century lesbian poetry degree. People also often get the degree they think they want then they find out it is not for them. One of my friends and new business partner has a Bachelors degree in business and marketing and his main occupation is driving a water delivery truck because he couldn’t make it in the advertising world. He is using his business knowledge to help start a new business but there is no guarantee that we will succeed. Government regulation and high taxes are only some of the obstacles we will face. The per capital income in this country is lower right now even though the standard of living is high. This is due to the cost of living being inflated by over burdensome government infiltration into the private sector through taxes, regulation and the printing of money with nothing to back it up and borrowing of money that we don’t have.does this statement satisfy your intellectual curiosity of my level of education? Can we get back to Tech Talk now? 

        • Mirad77

          you made some very good points here and i appreciate your honesty but there are some ted bits that are missing. yes lest get back to tech as its the only reason i come to this blog. i do business in the health care and when i see how the gov’t is being abused by some of us to make profit just make sick to the stomach. but we still blame the gov’t.

        • R818

           What would stop massive employer collusion to simply make it pointless for workers to shop around?  Kind of like what exists in China.  I see no reason to believe this wouldn’t happen.  Every first world nation has a minimum wage – the US  is in effect the lowest, and some of the largest gaps between rich and poor in the developed world as well – with the social ills that naturally come with.

          Your economic theory is flawed and unfounded in the real world.

          There are consequences indeed.  We’ve had massive deregulation, trade-surrender economic and industrial policy, and pity-me tax policies for the wealthy for a full generation now, look at what it has created.

        • peter rardin

          The other part of your information that you left out is the minimum wage is supposed to represent the minimum a person can make and still be able to survive. Whether that is actually true or not who knows.

        • Zeorai

          You might want to think about economics again.  Businesses do what?  They meet demand.  What is demand?  Wages and only wages.  To only define policy in terms of one half of economics, supply in your case, is massively misleading and leads to oligopoly or possibly monopoly.  

        • Info411man

          Your comparison of McDonald’s Happy Meal price is flawed, Here in Colorado last year a 20 piece chicken mcnuggets was $7.99 our minimum wage went up on Jan 1 and now a 20 piece chicken mcnuggets is $4.99.

        • Minimum wage laws force companies to pay ABOVE market prices for American labor.

          Non-American labor is cheaper ergo it’s cheaper to pay an overseas company to do the same work – while quality suffers.

          Watch the video – it’s only 7 minutes and in plain simple English.

          Simply: A removal of the minimum wage would help companies to compete for workers and drive prices down across the board because they would have no where else to go.

          Companies are in the business of making money, but to do so they have to charge a fair market price for the goods or services they provide. If they charge too much or people feel like they aren’t getting a good value? People will just buy them elsewhere. The same goes for labor.

        • R81

           Glorified slave labor like in China, yeah, nice solution.

          What is it you do for a living?

          Oh, Alabama…most of it isn’t part of the developed world anyway.

      • Well, there’s no financial incentive to use employees within the country instead of employing overseas employees. No taxes, no penalties, nothing. Blame the government for not giving any incentive for retaining service worker jobs in the U.S.

        • Government is never the solution.

        • Tomas

          You’re right, why does everyone look to government as the creator?  This frustrates me to no end, as it’s always someone else’s fault.

        • dkbnyc

          When your elected officials pass laws that grant tax incentives to companies that move jobs overseas, then yes, I have to blame government for this.  

        • Again – remove government from the picture entirely.

        • Zeorai

          I have a good example of removing govt rom the picture: Somalia.  No govt, but it doesn’t quite seem like paradise.  At least not yet.

        • Mirad77

          the internet you r using was created by ur grand father. government can’t be the only solution but part of the solution. why exactly do we have a government? i mean the real meaning of a government?

  • Xavier

    they better provide better service than if the changing to overseas people.

  • Shocker.

  • 30014

    It’s been over a year since I’ve been able to get an American on the phone when calling customer care. My issue with foreigners in the call centers is that they understand magic english but not complex english. Whenever i call with a problem i can tell when they’re reading from a script. With that being said i believe the dept. of labor.

    • 30014

      That should be”they understand basic english but not complex english”.

      • Aaron Tant

        I like the original rendering: Magic English.

    • peter rardin

      Scripts are hated for sure, the reasons scripts are used is to cut down on training time. It’s easier to read a line and click yes or no depending on what the customer tells you then actually training the employee to understand whats really going on. Most call centers utilize scripts to help their bottom line and cut down on training. Also due to the low pay it doesn’t exactly attract the smart and educated people to the profession, so they have to make it easier for people to do the job without the comprehension skills to understand what the actual reasons of whats going on.

  • yep theyre mostly in the Philippines

    • Sandovalbryan25

      yup i can tell by their accent, cant help but ask hows the weather in the phillipines. They just freeze up and pretend they didnt here me. sometimes i wanna speak to them in tagalog to make it easier for me

  • Tmo_employee

    Its obvious tmobile has been sending jobs overseas every time I call in its some one overseas. There was a time when activations, number transfer center was in state customer care now they are all over seas

  • bob

    There are at least 20 centers overseas, creating issues for customers and the employees who are dealing with their mistakes. I never spoken with a customer who was like “Thanks for sending to an overseas rep. I have no idea what they were saying and they had no clue what I was asking them do”

    • Dumbazz

      As a general rule if I get them when calling t mobile I will immediately ask to be transferred to the u s 9 times out of 10 they cannot get it right.
      Also they insist on keeping you on the line they must have to meet some sort of the minimum call requirement

      • peter rardin

        Yep, its called Average Handle Time or AHT for short its typically around 2 minutes, If your calls are only lasting about 30 seconds due to transferring all your customers to the US lines makes your AHT to low and that throws a red flag up to the supervisors monitoring the AHT, Also most of the calls are distributed evenly over the system so if alot of the calls are being transferred to the US call centers then it messes with the que ratios.

  • steveb944

    I was about to send this report in because my Google Reader hadn’t updated the site’s articles. Thanks for keeping us informed David

  • Hthomps78

    Who do you call for the Adjustment assistance

    • Dumbazz

      Probably a chiropractor but please let’s stay on topic here

      • Jose Hernandez

         lol you are so wrong! lol

  • salnova2k2

    I had no idea the Bethlehem call center was gone.  I actually installed the first Gateway PC’s there when I was 16 (1996 when it was Omnipoint), and was back for an IT internship in college. I was there the day the email went out announcing the Voicestream merger.  Alot of great people there.  It’s really too bad that simply having jobs stationed in this country has become such an anomaly.

  • Rick Estrada

    Wait… tmo moves call centers and lays off thousands to save money and now ex-employees eligible for assistance/heathcare from the govt (ie. taxpayers like YOU AND ME)?
    Am I wrong here? This seems wrong. There’s no way American corporations are screwing Americans, right?

    • dkbnyc

      Lesson one:  Your taxes are not applied to federal assistance programs.  100% of your tax dollar goes to pay interest on federal reserve debt.  As the United States was taken over by the money changers years ago, we are now financed by banks. The United States gave up the right to print it’s own money so whenever we need a few trillion, we borrow it from Federal Reserve.  Of course we can and will never pay down this debt as we would have to borrow the money from the Federal Reserve to pay off the Federal Reserve.

      • Xavier

        reminds me of a friend i had, that use a credit card to pay off another credit card with another lol

      • Zeorai

         I think you’re confusing total debt with debt service payments.  There is a difference.  Total outstanding debt is above 70% of gdp, but the service payments on that debt are of 2-3% of gdp.  That’s historically very low. For comparison during WWII debt to gdp peaked around 120% and in the 1980’s the debt service payments were 3-4% of gdp. 

        The Fed was created by Congress in 1904.  When the govt borrows money from the Fed, the Fed just creates it out of thin air and then collects the interest.  It’s a great gig if you can get it.  Congress could just abolish the Fed as well.  It probably won’t since the banks have so much sway in DC, but if it did, it wouldn’t be the first time.  Andrew Jackson ran for president on the platform of doing away with the Bank of the US and he did just that. 

    • Psaux

      1) Not an American company.
      2) Are you sure funding for this doesn’t come out of the unemployment insurance pool, which T-mo would have been paying into for each worker while they were employed?

  • TMoFan

    I’ve been dealing with mostly foreign customer support since I’ve been dealing with a sudden 4G blackout in my area. Some are good, some not so much. One rep said he would open up a support ticket. When I called a week later to follow up the us rep said no such ticket was opened. To be fair, I’ve dealt with some us reps who weren’t as helpful either but at least there wasn’t a language barrier to deal with. Some reps are almost impossible to understand and they keep interrupting me when I’m explaining the problem to them.

    But I don’t understand the finger pointing at T-Mobile about this. As frustrating as it is the others do it too and should be pointed out to be fair. I’ve dealt with at&t in the past and they definitely outsource too, probably more than T-Mobile.

    • Bangincrazy

      The new reps do not note anything in the system. They are completely worthless. You call once, hear one thing and call later on and they tell you nothing was done

  • NoMoreOutsourcing

    Funny TmoNews is just now reporting this.  When I was researching pros and cons to move to T-Mobile the biggest complaint I read in user forums wasn’t about coverage or data speed, but calling customer service and being connected to somebody overseas who could only say “what you say me?”  

    In time when they lose a few million more customers T-Mobile will learn what other companies have learned and bring the call centers back to the US.

  • bwinger79

    Not sure how T-Mo is trying to say this is untrue. I worked there for 5 years, and this was something that was planned for the last 2. Our trainers were constantly traveling outside the US to train all the new reps to replace the ones that got canned here. The simple fact of the matter is that T-Mo has HORRIBLE leadership running the company, and the only way they can keep their jobs while meeting the bottom line is by cutting costs. What T-Mo needs to do is completely restructure management. They have Sr. VP’s that have one direct report, Sr. Managers that have 0 direct reports. In short, they waste money and then ruin peoples lives by moving work outside the US.

  • JBLmobileG1

    While I admit I haven’t had to call Tmobile for the past few months, when I did call it always seemed that I was talking to an American. If this is true then Tmobile did a good job finding foreigners who speak fluently in English with no accent. I really hope the next time I do have to call I don’t come across a foreigner though. One thing I think that made Tmobile stand out from the rest is their customer service department being in the USA…. or so it seemed. Not too many companies seem to exist where you actually don’t talk to someone in India or the Phillipines.

  • Gsm1

    It was quite obvious (and very disappointing and frustrating) when calling in that the people answering were not in the US and almost useless. As a former employee (not in a call center), and customer (most likely a soon to be former customer after about 13 years) I’m pretty disappointed with the severe drop in customer service quality.

    • monkeybdb

      i would like to contest your point that it is very obvious that the “people answering are not in the US and almost useless.” you actually have very little idea where they are. My point is proved by the fact that links exist between race/ethnicity/culture and job field. Those “type” of people are generally in that field of work. It is very likely that you will speak to someone with an “accent” and yet they are still in the US. Now this part is just my opinion but i feel like there are a lot more brain dead idiots in the US than there are in other countries. so keep shouting IM FROM MERICA! just imagine how you sound to them…

  • Therealmikebrown

    I could care less where my phone call goes as long as my questions are answered.
    I am one of the few Americans NOT offended by a foreign accent.
    It’s capitalism folks, cheaper to have workers overseas. You can’t live in a country that puts money over people than pretend to be outraged when it happens.
    Not surprised one bit.
    Besides, you guys act like having an American assures better service. We know that’s not true.

    • Tbyrne

      Thanks Mike. Looks like common sense isn’t dead after all.

    • jon

      An accent is completely different. I don’t think people are offended by an accent. That cheapens the discussion. Most of these workers lack basic comprehension of the English language. When that is the case, many errors occur and customer become frustrated. It also creates additional work for the American workers because they are left to fix whatever the overseas worker broke.
      Your second point is just ignorant because our country has the highest corporate tax rate in the world. So maybe you should blame our greedy government instead of our greedy businesses. Lastly, Americans can provide better service to American consumers. That’s a fact. When two parties speak the same language and understand the nuances of that language, it can only mean better and more satisfactory outcomes for customers.

      • Therealmikebrown

         I did blame the government. I don’t blame t-mobile at all. Re-read my post.
        I can only judge my experiences. The American people on the phone refuse to help, the foreign people can’t help. Really makes no difference in the end.

  • Mirad77

    there is no need to call others there is a reason why u r an explomyee. two there is also a reson why there are laptops with equal or better specs than macbook but sell for less. there is what is called change in market space.

    • Tbyrne

      What? I’m not an ‘explomyee’. I do love T-Mobile though. Had a GS2 that had a minor issue. T-Mobile store employee warranted out the phone. Received the new one next day with, you probably guessed it, ICS installed. T-Mobile rocks!!!

  • Mirad77

    the cost of living in America is the highest in developed countries but the minimum wage is among the lowest.

    • Tbyrne

      While you’re no doubt sitting in your 2500 sq ft house, surfing the internet on your 60″ LED TV looking for your the next sports car that you want to replace the one that’s  2 years old.

      • None

        I do not understand this point.

  • Mirad77

    I keep coming back to you because you put out imformation out there that I really don’t know where you get them from. 

    • peter rardin

      The Sources are posted on the bottom of the article in this case bloomberg, US labor deptment, and the morning call which you can click on to take you to where his source of information came from.

      • Mirad77

        That was a reply to a post down the page and for some reason it comes all the way up. Disqus is messing with me.

  • BigMixxx

    I hate to see food off of American’s tables at a times like it is today.  I must say that when I do call customer service, my patience does wear a bit thin. Especially when there is a script involved.  I rarely call, so it’s ALWAYS off script.

    In any case, I understand the cost savings measures by shipping jobs overseas.  I also see that the first last individual who ran the comapany worked for company who’s first motion is to outsource. 

    Humm’s gone.  Damage has been done. T mobile will need to take the opportunity to call it a bad practice but cost cutting measure to remain of value and move on…

  • DS6515

    Most of those jobs were already “overseas”. 

  • idan91

    All I know is that lately when I’ve been calling T-Mobile, I feel like I’m getting the same damn agent with the same damn accent who doesn’t understand anything I say and whom I as well don’t know what the hell they’re talking about. It’s just been so freaken difficult and seriously when you hear the agent talk you feel like you’re talking to someone who snorts coke for a living-they seem that brain dead.

    Horrible service and I never had this experience with them till about a month ago otherwise T-mobile was great on the phone, now I just don’t know what has happened with them.

    • Tbyrne

      You “just don’t know what has happened with them?” The same thing that’s happening with all the major companies out there my dear friend idan91. It’s more cost effective in keeping consumer prices down by downsizing ones business operational costs. You do want to keep the low monthly rate you’re no doubt enjoying. Right idan91? Of course you do. Phew!!! That was easy. (pushing the red Staples ‘EASY’ button on my desk)

  • souggie

    It used to happen to me too, then I just started calling loyalty from there on out. Always had an American since

  • Ex Rep

    I’m an ex t-mobile employee, ever since the call centers closed i used to notice an increasing percentage of outsourced departments where they didn’t used to be… financial care, technical support, even loyalty was starting to be more outsourced then i remembered

  • Guest

    This is why I dumped T-Mobile and went to ATT
    now when I call customer services I speak with someone
    who speaks English and they clearly understand what I am
    Saying. I will pay 20$ more just for that reason alone.

    • JBLmobileG1

      LOL I think ATT has more outsource calling centers than Tmobile. I work with cell phones and it seems anytime we have issues and need to call in we speak to someone in the Philippines. Yes they are helpful but not always easy to understand and it seems you need to repeat yourself quite a bit which doesn’t help. They are probably thinking the same thing we are but aren’t complaining because it’s a job that probably pays better than most there. While I am sure they are greatful it would be nice to have the jobs here first since our country needs them too.

    • Tbyrne

      AT&T outsources also. Isn’t that true exman?

      • Guest

        I have made 4 calls to att customers services and every one spoke fluent English. I will make a few more this week.I will let you no how it goes.

  • Dfireballwow

    I have driven by where the call center is at in the Philippines. It is in one of two city’s there one being Manila and the other being in Cebu City. These poor girls that work there make on the average $75.00 to $100.00 per Week! I can not complain about any time I have called in. They always do a good job. Plus I know how fine they are too. Lol

  • jon

    I struggle with this issue. Twice in the last few years, my wife and I had to hold our breathe while waiting to find out where jobs were cut. I lashed out on these very blog boards and I was accused of bigotry. The fact is these overseas call centers cause many more problems than they are worth. My wife spends countless hours every week fixing issues created by their foreign counterparts. I wish these jobs could stay here and this is where I struggle.
    I understand that our ‘wonderful’ government is engaged in an all out assault on big business. Maybe our government should understand they can help our economy by friendly pro business policies. Maybe instead of the highest corporate tax rate in the world, we should encourage businesses to stay here by lowering taxes. Maybe instead of jamming Obamacare down the throats of all Americans; and making the cost to employers, employees, and medical providers more expensive, our government should simply reform insurance and leave the rest alone. The role of our government is to set good conditions for our capitalism system to thrive. It seems as though in recent years our government thinks they can run our economy better than brilliant business people and entrepreneurs. So, I cannot blame T-Mobile one bit for doing what they feel they must do to survive in this train wreck economy our government has created. We can all complain about jobs being shipped overseas but we don’t have a leg to stand on when WE elect idiots that think they can run the economy better than we the people can! By no means do I mean to be political. I understand outsourcing exist no matter which political party is in power, but this current government is very up front about its hostility toward private businesses.

  • JBLmobileG1

    One thing that always separated prepaid service to having post paid is that you are paying a premium to talk to an American. At least that’s my opinion. If they take that away… might as well go prepaid.

    • UMA_Fan

      My opinion of the whole thing is. If you are one line individually go prepaid, no doubt. Less taxes and the same service. If you’re talking about multiple lines nothing beats an unlimited contract family plan on T-Mobile divided by five. In fact you could even save more now by doing the 1000 min family plan and adding the $10 unlimited any mobile as well as free wifi calling.

  • The company isn’t American why does the Call centers have to be? I do like to understand the person I speak with but does it matter. They are trained just as much as their foreign counterparts. 

    • CRT24

      Does it matter??? If the customer can’t understand the rep and vice versa then wth does it matter if they are trained or not

    • justsaying

      I gues the fact that they provide wireless services to Americans and have their stores, network.. etc.. in America does not matter…

  • Guys, this is the only warning I’ll provide before closing the comments, this isn’t a discussion topic for socioeconomic change or whether or not outsourcing is right, good, bad, or ugly. Stick to the topic and leave your political views out of the comments. 

    • jmickelonis

      This is very much a story about T-Mobile possibly outsourcing jobs and you’re telling people not to voice their opinions on outsourcing?  C’mon, man.

  • perfectalpha

    It certainly sucks for families who were negatively impacted by the closing…in my case, the closing worked or great. Got paid a bunch of money to not work there and they helped me get a better job. Can’t ask for anything more than that.

  • jon

    David this story is political in nature. The DOL is a cabinet under the executive branch of government. Straight from wiki this is their duty…
    The purpose of the Department of Labor (DOL) is to foster, promote, and develop the welfare of the wage earners, job seekers, and retirees of the United States; improve working conditions; advance opportunities for profitable employment; and assure work-related benefits and rights. In carrying out this mission, the Department of Labor administers and enforces more than 180 federal laws. These mandates and the regulations that implement them cover many workplace activities for about 10 million employers and 125 million workers.
    If you didn’t want a discussion of the best way to keep these jobs here, then what was the purpose of this story? To smear or shame tmob? Like I stated I don’t like jobs being shipped overseas anymore than the next guy, but there are things we can do about it to lessen off shoring and its impact. If we can’t discuss that aspect then I suggest steering clear of political stories altogether…

    • I don’t disagree that this story is political in nature, but people are moving away from the discussion of jobs and outsourcing to general politics.

  • Jason

    Tried to upgrade my phone about a month ago by calling “customer care”.  It is clear they are now foreign based because there is somewhat of a language barrier.  Even though they speak English, it seems to be more difficult to communicate since it is a second language.   I upgraded the last two times by calling customer care and was given the phone I wanted at no cost, but when I tried to upgrade during the fathers day sale, I found it impossible to get what I needed.  After they hung up on me twice while trying to transfer me and putting me on hold multiple times because they could not answer my questions because it was not part of their script, I gave up and still have not upgraded and am now out of my contract considering my options.

    • EJN

       The EXACT same thing happened to me. I used to tell people how much of a pleasure it was to call T-Mobile and deal with them and now it is exactly how you described it. It is a real shame.


    Just as all this hits don’t forget about the recent layoffs that were officially noted in May soon to be (as of August 18th0, another 900 employees on the Retail Partner Services side. Never mind the fact that now they have to do 350 cold calling (EACH PERSON, A DAY0 for the newly hired (more than half, outside acquired) 900 business to business sales reps, talk about pushing in the knife and twisting the hell out of it. What is going on T-Mobile?   Phillip take some money and run straight to vodaphone.

  • Tmobile

    worst coverage and now worst customer care good  job

  • Tmobile

    My att phone has 5 bars and let me see o tmobile says emergency calls only

  • extmobemp

    I was a T-Mobile Customer Care Representative for more than 8 years in the Fort Lauderdale call center, I had a really bad feeling that something was going to happen when they took the the calls we were taking from PR and routed them to Panama and I’m not sure what other country, then the Flexpay calls in English and Spanish to other centers located in other countries and finally the took all the spanish calls to other countries that’s when I decided to leave. I left in approximately 11/11; fortunately I found a better job and left just in time, we all knew what was going to happen but didn’t want to accept it. Good luck to all the good people in T-Mobile.

    • Jovi187

      By the way when the T-Mobile and At&t were trying so hard for the merger to go through they were claiming they were going to “add” 5,000+ jobs with the merger we all knew they were outsourcing jobs through the back door.

    • jon

      That’s not entirely accurate. The Tampa call center is bilingual. The reason the Ft Lauderdale site was shut down was because of its proximity to Tampa. One center had to go and FtL was an easy choice since the Tampa Center houses more than just call center staff. For example, part of tmobs legal team is housed in Tampa.

      • Sanosuke_evil

        Tampa is financial no cust services sto the vs they f… will all the people that work in ft lauderdale call center, they make the people quit also more metrics and for nothing they fired the people, I don’t know why a lawyer don’t begin to find people to do a lawsuits

  • Gouv

    I hate to say this but you almost can’t blame tmobile for doing this. It’s no secret that they do struggle greatly but still manage to profit a little( though it should be much more but that’s another story all together ). If you factor in how much of the financial lifeblood DT makes and what tmo USA is left with to run the carrier well it makes perfect sense to do this, which is undoubtedly sad. As always, you can almost always route this carriers problems and growth stunts to their parent company if you just back up and look at the big picture. If tmo USA was its own independent entity it could do so much more to help itself other than have to rely on DT’s buying power for acquiring serious and much needed operating resources. This whole mess is because of DT. We should write them unpleasant emails in German!

  • Wade Moeller

    I’m not affected the T-Mobile decision, but my lay off from my last job was covered under the Trade Act. As a result, I am attending an 18 month course to be an Aircraft Mechanic. Tuition, books and 80  pounds of tools are provided at no cost to me. I am eligible for unemployment payments (standard, extensions 1, 2, and 3, and special Trade Act extension) while in school full time and if I am offered a job away from where I am attending school, the relocation is paid.

    The affected employees have an outstanding benefit available to them with this decision, if they take full advantage of it. 

  • JB

    Good to know…This is the first time I have heard of this ruling. I have not been contacted by anyone yet. I will add gathering more information about this to my list of “to-do’s” as I continue to search for employment. Thank you

  • Magamaspawn

    I wonder if this applies to people who dropped their lives and transfered to keep their jobs.

  • loueradun

     Will T-mobile or the American taxpayer foot the bill for this government assistance program?

    • Tbyrne

      Does the letter “A” come before “T”?

  • AhhYo

    No big deal. Most people in America don’t even want the job and those that do are low level educated kids who think they possess knowledge. It’s great to have jobs to share all over the world. The bright side of things is that they are learning English as a second language. Plus most of these countries really need jobs. All of a sudden people are now being aware of oversea jobs. Wow! Where have you been hiding all your life? This subject/issue was not created over night like Al Gore’s global warming cr*p.

    • Laddlarsen

      Couldn’t disagree more. Jobs range from 20k To well in the six figures at the call center I work at(its not with tmobile) also the customer service we provide is much much better. Tmobile losing US based call centers is a big deal. I was able to get my degree while working for my call center and chose to stay because I really do enjoy it.

    • guest

      F*ck other countries! The US needs to worry about its citizens and not some crappy 3rd world country. There are plenty of people here who need jobs. You obviously have no idea what’s going on. I tired of my tax dollars supporting these pathetic countries when we could be giving these jobs to students and lower class people who are on welfare currently. Plus, there are plenty of middle/higher teir at these call centers also. The only thing that I agree about is Al Gore lol!

      • “Crappy third world country”???

        Dude, your anger is totally misplaced.  No need to insult other countries.  If you are angry just remember it’s the men in charge that are getting paid big bucks to move those jobs elsewhere.  Now realize that’s where your angst should lie.  Also rich politicians who make it so easy for American companies to sell out like that.

      • RMANA

        Dude… you don’t know what you’re talking about. Your attitude is one of the reasons why companies are outsourcing their workforce to other countries.  Most people in this country demands too much.  They want bigger salary, more benefits, and many more.  We tend to think that we deserve more than what we were being offered.  You get upset at them because they got the job that you feel it’s yours.

        Just a little bit of information you should think of;

        Do you think they like being a call center agent answering your calls?  They take the job because that’s the only thing they have to feed their own family.  And this is from country that doesn’t have any government support system like here in the US.

        I am sure that these call center agents from your so called third world country would rather have a job that’s in line to their degree. (Oh did I forget to mention that?  If not all, I am sure that most of them are Bachelor Degree Holder).  But since they don’t have enough jobs, they’re forced to be a call center agent.

        We tend to criticize them because they don’t know what they’re doing, or because they’re very hard to understand.  I am sure you’re going to be the same as they are, just imagine a call center agent who just graduated Nursing, how do you think they’ll handle your T-Mobile related questions?  Don’t get me wrong, I too sometimes get frustrated when I talk to them so I am not trying to make excuses.  I just want you to understand their situations before you make absurd comments like that.  Also, I think you should put some thoughts to my last statement.  “What would you feel about your comment if you were in their country and their shoe?”

        • Jayhnl

          The fact remains, theres very few positions that are outsourced from other countries to the U.S, however theres hundreds of thousands of positions if not closer to a million outsourced to other countries from the U.S anyone that can’t see the issue with that is turning a blind eye. Think about it this way.. US workers ask for bigger salary more benefits because WE need it. Some of the countries that are taking the outsourcing jobs have MUCH less cost of living than the US. Whats the average rent in the US compared to those countries, food, travel, gas, general living expenses. Is it a smart business move hell yeah, does it seem ethical, hell no. How is this country going to improve its economic state when the unemployment lines keep growing longer while we improve the living conditions for other countries citizens 

        • Nativo13

          Whenever a company off-shores it shrink the American economy.

    • Eperor

      I strongly disagree with that. T-mobile had great talent in those call centers before they hired contractors. I’m proud I had the pleasure of working with those people everyday. they were competent in their field and were happy with their jobs. Before all these changes happened I was a proud member of the team.

      • guest1234567890

        I can speak for the Frisco Site that there was not 1 contractor in technical support we were all fte (full time employees)

    • Pholmes18

       AhhYo – You’re and idiot – the 3300 jobs that were lost in the U.S due to outsourcing affects you as well as the workers – maybe you should stop watching MTV and watch a little CNBC – T-Mobile provided great benefits and great pay – I’m sure I made double the amount that you did – it also gave me the opportunity to go to school to get my degree while working – You are part of the problem in the U.S not the solution – you will soon find yourself in the face of adversity and I hope it hurts my friend because there truly was people there that not only NEEDED the job but truly enjoyed it.  Outsourcing is not a solution – Maybe you are unaware but the United States of America is in the whole right now big time and companies continuing to outsource will not help the situation – So do to you caring about the “countries that really need jobs”  why don’t you look a little closer to home.  Have a great day and F–K OFF

    • Guest1234567890

      I am sorry that you feel that way. I was employed by T-Mobile for the last 5 years. I started when I was 19 and this WAS my career. I will say that I was completely humbled by this experience. I loved the company, not the policies, but the company. I worked my way up from a Tier 2 agent to a Senior rep (expl: team lead, Supervisor ect)working in every department my site offered. So not wanting the job is not an option. I was able to find a new job at an over 35% pay cut. I am in a class full of people in the same situation all of us from T-Mobile on to a new job with the approximately. same pay cut. So not wanting jobs?? I can speak for my site and say it is a tough market and we have families to provide for. It at this point was not a want… It is a need… Yes shipping jobs overseas is an unfortunate situation that a majority of companies use as a cost cutting measure but it is taking its toll on the overall economy. I will say though that I do agree with your statement of global warming though.

  • Tina

     when i called, the lady told me ” you are who speaking and  why you wanna call”? in thick communist chinese accent, i hung up

    • JBLmobileG1

      Honestly as much as I have called into Tmobile these last few days I truly don’t believe a word you say. I have called at least 5 times and every time I spoke to an American. I wouldn’t be surprised if At&t didn’t pay off someone to excuse Tmobile of moving call centers overseas. I will admit the only time I ever talked to someone who sounded foreign is when I had a kid connect account which was actually considered a different department from your regular post paid accounts. Kid Connect was I believed to be apart of the pre paid department.

      • at&T payoff – you are ridiculous to say that.

      • Grammatica di Polizia

        If you are going to insult (rightly or wrongly) and advance conspiracy/collusion theories, at least try not to sound like a moron.

        Here’s a free English and writing lesson:

        1. You said ” I wouldn’t be surprised if At&t didn’t pay off someone to excuse Tmobile of moving call centers overseas.”

        What you meant to say is you would not be surprised if AT&T paid off someone. Next time eliminate the word “didn’t.”

        2. “Pay off” is incorrect. One meaning, for example, means to make a final payment of a debt.

        3. But even “payoff” would be incorrect because that means, for example, making a payment to corrupt one’s judgement.

        4. The word “excuse” is incorrect. You meant “accuse.”

        5. Your phrases and word choice exhibit a lack of confidence in what you are saying.

        6. Some words indicate YOU are the one who is fibbing, such as prefacing with “Honestly” and “truly.”

        7. Your writing uses “waffle words” such as “I will admit… I believed.” When stating your opinion be more assertive.

        8. It is NOT “apart of” but “a part of;” “apart” can mean “separated by distance.” E.g., “The towns are far apart.” Or it can mean to break into pieces: “When he dropped his phone on to the pavement it shattered apart into pieces.”

        9. It is “five times” not “5 times.”

        10. Your entire comment is a compendium of inane word choice and poorly written sentences. For example:

        — ” I have called at least 5 times and every time I spoke to an American.”

        An “American” can be a native or inhabitant of a North, Central, or South American country.

        Plus, saying “American” is somewhat subjective. Your definition of an American can be or mean something totally different than what others might consider Americans.

        — ” I wouldn’t be surprised if At&t didn’t pay off someone to excuse Tmobile of moving call centers overseas.”

        See above: strike “didn’t” and change “excuse” to “accuse.”

        — “I had a kid connect account which was actually considered a different department from your regular post paid accounts.”

        Your Kid Connect account is NOT a “department.” Your account may be handled by a different T-Mobile department, but your “account” is something that resides on a computer or T-Mobile’s books.

        11.You sound crazed, bizarre, and needy in admitting: [In the last few days I have called T-Mobile] “at least 5 times.” 

        Really, in a few days you have called T-Mobile at least five times?

        Bonus Comment:

        If you were in a high school writing class each student would rewrite your comment and discuss your errors. Here is a quick rewrite. Note the elimination of wordiness and redundancy.

        “Over a few days I called T-Mobile at least five times. On every call the T-Mobile CSR spoke without a foreign accent and sounded like they were at a U.S-based call center.

        The only time I have ever talked to a foreign-sounding CSR was a call about my Kid Connect account. AFAIK that was because T-Mobile Kid Connect accounts were handled by a foreign-based customer service department that also handles T-Mobile’s prepaid accounts. 

        Based on my experience with T-Mobile I don’t agree with your racist insinuations and accusations, e.g., saying the CSR with whom you spoke had a “thick Communist Chinese accent.”

        From your words and tone I would not be surprised to find out AT&T paid bloggers (meaning YOU) to post unfounded accusations that T-Mobile maliciously moved call centers overseas.”

        • None

          Really?  I will never get that 10 minutes of my life back.  :)

        • John

          I agree with everything except what you said about “Americans”.  Americans are people from the United States.  Canadians, Mexicans, and all other Central and South American countries do not refer to themselves as Americans.  Only US residents are refereed to as “Americans”.

        • Josh Robert Nay

           Haha nice. Fellow English enthusiast? :P

        • Nativo13


      • ive never talked to any foreign person and I’ve been with t mobile for 6 years

    • Rhyann2010

      Every time i call i seem to get someone in India(based on their accents) and they never know what i am talking about, and it takes me asking for customer loyalty to get an american.

  • MichaelAlan

    This just verifies my assertion during the AT&T merger-that-wasn’t that t-mobile started using offshore call centers. Customer Service Reps went from extremely helpful to limited capacity in such a short time. Sad, and I was considering this as a possible employer after my masters.

  • TMoRetail

    I have some friends who will be happy to hear about this. Too many of them are having problems finding good paying jobs with the great benefits that we get at T-Mobile. 

  • Blah

    Sounds good, as long as it saves me a dollar or two on my bill I’m all for it!

    If the execs end up with a few more ski vacations that’s ok too.

    • guest1234567890

      I don’t beleive you will be saying that when you have to wait 2 hours to speak to someone because of a phone issue account issue or billing issue.

  • That’s Lehigh Valley.

  • Nativo13

    Time to drop T-Mobile