Complaints of “forced” JUMP! additions point to same old weakness in sales culture


I’ll start of this post by saying one thing: I used to be a sales person. I worked for two different companies in the UK. I’ve seen practices very similar to what I’ve been reading about this morning in real life. So this is in no way an attack on T-Mo, but more on the culture that’s grown within the retail and sales arena. I’m in a country thousands of miles away, and it happens here too. But that doesn’t make it okay.

I’ve watched as sales staff sneakily add insurance on to people’s accounts without asking them, even get them to sign the paperwork without telling them why they’re signing. Either that, or tell them that they can’t have a specific great offer unless they add insurance too, or refuse to sell them an in-demand phone if they don’t take a data bundle with the device. If the high-demand handset is in particularly low stock, I’ve been ordered to refuse sale to people if they’re upgrading, selling only to new connections and then only if they agree to take insurance, plus a data bundle on their contract.

It happens in sales everywhere. Not just in T-Mobile stores.

Sometimes these orders come from regional area managers. Some times from store managers. It’s incredibly unlikely that sales practice suggestions like this come from anyone higher up. If it is, it’s on the “down low” and “didn’t come from them”.

It’s unclear how many stores and sales staff are involved in “forced JUMP! additions”. I can’t imagine that it’s a high percentage, or a huge widespread issue, but the fact that it’s happening at all points towards the same old motivations in sales. And it points towards one thing: The focus is in the wrong place. The focus is on money and targets, instead of leaving the customer with the best possible experience.

Some staff may point towards the ridiculously high penetration targets for bundles and add-ons as the reason behind their actions. Or the threat of disciplinary procedures if they aren’t meeting those targets. And to some extent, I can understand that.

A couple of cases have cropped up on the always-insightful T-Mobile subreddit. First-off, one customer wanted to get a $99 phone on EIP:

The manager insisted that everyone is required to purchase the Jump Plan if the EIP is used for a purchase in a retail store. When asked why anyone would need Jump Plan for a $99 phone he told me it was required because T-Mobile wants to protect my phone. Thanks T-Mobile, but I am actually able to take care of my phone by myself.”

Sure, it helps the sales staff and store meet some targets, and the customer can cancel the Jump plan whenever they want. But that doesn’t leave the customer feeling as good about their purchase from T-Mobile  as what they could have. I hate to be the “regional trainer guy” who comes in and spews positive naiveties about how the services should sell themselves etc. But if the customer doesn’t want to pay for something extra, and you’ve done all you can to outline its features and benefits, then they ain’t gonna buy.

JUMP! in and of itself is really great, in that it allows customers to upgrade whenever they want, and insures the device at the same time. Perhaps it doesn’t make as much sense on the lower end phones. After all, if you have a $99 phone and you get bored of it, it’s not going to leave you bankrupt if decide you’ve had enough and want to end your EIP agreement by paying it off.

Another customer complains that they weren’t allowed to take 3 lines on the base Simple Choice plan for $90. He went in to store wanting three lines, and knew already that he could get them for $90. It’s basically the 4-for-$100 deal, minus one of the lines. He signed up, left and discovered that his bill was $100. Not $90.

I asked him why it was $100 and not $90 and he explained that his manager required at least 1 line to have 3gb of high speed data (which is $10 more). I questioned why they advertised $100 for 4 lines on the window and were charging me $100 for 3. I kept repeating my question and he became very nervous and went to the back to call his manager. About 15 minutes later he was back and said “congratulations, my manager allowed me to give you the plan without extra high speed data”. I asked him why he had to get manager approval first and he said that most people got Tmobile, ran out of data, and came back angry that their internet was slow. Is this even allowed by Tmobile?

The answer to the question is, no. It isn’t allowed. Whatever the excuses given for the sly addition of an extra bundle, or higher plan, it has to be the customer that agrees to it.

Another practice that we’ve become aware of in regards to Jump is staff offering incentives to get on the program. A form of reimbursement is offered, in which case, the customer knows they’re getting it and they know they don’t have to have it. But in this case, they have nothing to lose, and aren’t out of pocket. Sales staff hits targets, customer gets a cool service on a “trial” period. Win, win. I have no issue with that practice personally.

So what’s the answer?

Like I say, it’s almost certainly not a huge, widespread issue within T-Mobile. But the practices of sneaking services on to accounts just to hit targets is plain wrong. It’s the plague of the retail world and needs to be wiped out.

Here’s a well-known, but often forgotten, secret in the consumer market: Happy customers make loyal customers. The ones you mislead, the ones you leave frustrated or feeling ripped off are the ones who will not come back again. Which ever way you like at it, it’s bad business. You may get a little financial reward in the immediate term. But in the long term, not so much. And we all know customers are more likely to share bad experiences with their friends and family, than they are to share positive ones. Therefore, losing you even more potential future customers.

Here’s a question to retail staff: What can T-Mobile do to ensure this doesn’t continue, even if it is at a very minimal scale?

Personally, I feel that the people making these dishonest decisions to “force” additional services will always do it while there’s any form of target in place. As long as it benefits them personally in some way. But I also know targets are necessary as a motivation to honest and decent sales people, but also as a measure of performance. So we can’t get rid of those completely. But can T-Mo do anything to reduce their importance? In the UK, while it was still in existence, T-Mobile started basing staff bonus on their customer satisfaction ratings rather than sales numbers. Just as an example.

Customers: Have you ever been forced to take a service or bundle you don’t want? Or get home to find one hidden that you weren’t informed of? Not just at T-Mobile, but anywhere?

Also, as help to those looking to buy, nowhere in the JUMP! terms does it say that you have to take it if you want EIP. It’s optional. And you can cancel whenever you like.

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Source: Reddit 1, Reddit 2

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  • Michael Tran

    Happened to me. I knew I wasn’t required to take the insurance (JUMP) but instead of fighting with the sales rep any longer, I immediately went home, took it off my account online and called customer care to complain about the in-store practices and was credited to my account.

    • AJ2

      Maybe an issue people should tweet Legere about so it gets onto his radar

      • TechHog

        He already knows. He won’t remove the quotas

        • alfonzso

          So you are saying Legere is responsible for this? I know the buck stops with him, but if this is his idea then he’s on a slippery slope.

        • John Masters

          There’s pretty much no sales organization that doesn’t have quotas of some description. As previously noted, T-Mobile is a business, and they need to make money (as much as possible). I don’t have a problem with the sales people having quotas, but what I won’t abide is them adding on something I didn’t authorize, nor lying to me about what I “have to purchase.” So far, that hasn’t happened to me, but when it does, they get one chance to fix it, so I’ll walk, literally across the street, to the Verizon store and switch.

        • Aconn

          Really?! He told you that?/end sarcasm

        • Zach

          Oh, please explain. I was about to tweet him myself. Did you do that and he respond? Thanks!

        • TechHog

          I’ve been hearing about quotas like this for years. From what I can gather, upper management is responsible.

  • schweddyballs

    If a store rep ever pressures anyone into taking products or services, then 1. Cancel or remove those features when you get home on or call into care; Or just don’t do your upgrade in that store. Period. There’s plenty of online/ over-the-phone ways to upgrade.

    • alfonzso

      Yes, those are good points. But if T-Mobile cared for the customers, it wouldn’t happen in the first place.

    • archerian

      then what’s the point of having stores? I personally think its better to have everything done online or via the phone with fewer stores with really knowledgeable reps. Most of the people in my store are newbies and steal all your referral credits, force you to migrate plans and add features etc.

  • AJ2

    I hate most sales people. But contrary to what people here think, Tmobile is not your friend. They’re a public company with a fiduciary responsibility to shareholders to make a profit. They’ll do what they need to. I’m sure managers have targets & some employees be it at Tmobile or other stores that people think r Tmobile may have commission salespeople.

    • archerian

      So to meet targets to the shareholders a public company can ask their front line sales reps to adopt deceptive, shady and possibly downright illegal practices?

    • 21stNow

      AT&T is a public company and I’ve never had this happen with AT&T. I have had it happen with both T-Mobile and Verizon Wireless, though.

      • redman12

        Just because it never happen to you doesn’t mean it never happens to everyone else.. It doesn’t matter which provider, it happens.

        • 21stNow

          I’m not denying that it has happened with AT&T to other people. AJ2 made it seem like this cramming is a function of being a public company. I disagree that it is, especially to the point that it seems to be happening with T-Mobile.

        • Rob

          Any sales driven company with aggressive targets is going to have this.

          When I worked at Comcast and they launched the service protection plan, there were about 10 of the top sales reps in my call center who got fired for adding the 99 cent plan to customer’s accounts without asking.

          Same thing with giving people the upgrade from performance to performance plus and thinking that it would be fine since it was free for 3 months or telling the customer they had to take it and then they could take it off if they don’t want to pay for it after it gets installed.

          It’s foolish to think this doesn’t happen everywhere. Just because it hasn’t happened to you doesn’t mean it doesn’t happen to others. With T-Mobile starting to put pressure on at&t, I imagine their new line and retention targets are going to go up and spark similar behavior.

        • 21stNow

          But it’s not the same thing if you are saying that people at Comcast got fired for this same type of behavior.

          I still disagree that this is common to the degree that these comments suggest. Companies that bill for services may be able to do this more than ones that sell goods because the customer can see the additional goods that someone tries to sell them. However, this is a problem with T-Mobile now and it needs to be resolved. Excuses for the behavior doesn’t help or make it right.

        • Rob

          If T-Mobile isn’t terminating these employees, they are leaving themselves open to a legal liability for fraud lawsuits. I would imagine that they are, in fact, disciplining the employees that do this when it is brought to the attention of someone who isn’t directly encouraging it (ie., calling in to customer care and speaking to a supervisor or manager rather than just complaining in the store to the manager that likely is behind the scheme).

          I’m not making excuses. Far from it. I happened to work in the same sales department as the people who got fired and I blew past SPP and PP targets because I knew how to sell the value of them to customers. I’m just saying that this is part of the problem that comes up when you have a numbers-driven sales system. The pressure to meet targets or face disciplinary action drives people to take shortcuts, legal or otherwise.

        • 21stNow

          It doesn’t seem like T-Mobile is getting rid of the employees that do this. It seems like T-Mobile is punishing the honest ones who don’t meet an unrealistic sales goal.

          Either way, it sounds like we’re on the same page. If a company makes unrealistic goals and threatens to discipline/fire people who don’t meet those goals, the company encourages the unethical and/or illegal behavior.

      • kolijboy

        I was on ATT for years. It happened with them too

  • John Johnson

    There is a huge difference between forcing people to buy insurance/data packages on high-demand devices and adding services or options to their plans without them knowing.

    One is an accepted practice of supply and demand that while some may disagree with has a long tradition of supplying high-demand products to the people that want them most. The other is outright illegal.

    • kolijboy

      You need to check your facts and definitions more carefully, friend.

  • anonymous

    The targets are incredibly high for jump and 3 gigs + add ons. If it doesn’t get achieved at an 85-90% rate, it affects commissions and it affects performance reviews. The only way to fix it is to take it off the radar when it comes to reps getting paid.

  • SEBA

    Before this, they did the same thing online. Each time I removed 7 a month insurance that I wasn’t aware I had one. Same charge was coming back next month until the call to customer service, but they did issue me the credit.

    • Cam Bunton

      Yeah, customer care is generally very good at dealing with it.

  • Jake

    I was told the JUMP! add on was required as we because of EIP. I went home and canceled it since the phone was not that much. I now see that was a lie but I’m glad I was able to take it off quickly.

  • anonymous

    It is absolutely forced in the retail stores. The goals are ridiculously high and if you don’t hit them, you are put on performance improvement and shown the door quickly. Each region tries to outdo the other and be the “best”. I’m sure the churn reports on these features are sky high…but no one does anything about it.

    • kreeez

      It is not forced in retail stores. I work for tmobile, and those practices will get you worn up at my location.

      • tmo_rep

        Maybe it doesn’t happen at your location, which is great! As a customer care rep, I can tell you this practice does happen often. The number of customers I speak to asking why they have insurance added when they didn’t request it is crazy. I witnessed a retail rep first hand, being pushy to add JUMP. The customer didn’t want it, the rep said just keep it for 30 days then call in to cancel it. I’ve taken calls from customers who said their sales rep told them the same thing. I’m assuming if they keep it for 30 days, it doesn’t hit you as a charge back? This practice really needs to end!

        • kreeez

          True. I think the chargebacks should come regardless if the feature isn’t kept for 180 days. But management, all the way up to Mr. Legere need to have some sort of policy in place to curb this practice. At 1852 we actually get and keep a lot of other stores customers because we treat ours as guests to our home and know a lot of our guests by name, which is hard because we have a high traffic count. Maybe the VOC surveys should be done after 30 days, maybe done at 60 and 90 days also, and not just within the first week.

  • hanfeedback

    This happened to me in store with jump being added.

  • ChristianMcC

    I was told I needed to get the 1GB plan in order to get the free 200MB, by a store rep. I called immediately after and canceled the 1GB service. The crazy part is that the internet worked when I had the 1GB, but didn’t work on the 200MB plan, even after two weeks, so I called and canceled it, since they couldn’t figure it out after at least four hours over several calls with tech support and loyalty.

  • Mark

    I was told in a Corporate Retail Store that I could not get the 4 lines for $100 deal if I brought my own device. I would have to get the $10 data add on per line, at minimum, if I wanted to sign up at the store.

    I asked the sales rep why they advertised the 4 lines for $100 on their window. He just said that his Regional Manager (in the Grand Rapids, Michigan area) told all reps this information and told me to call T-Mobile to get the 4 lines for $100 with my own equipment.

    It is sad that a store cannot offer the same “deals” as what Customer Care can offer (without repercussions).

    If T-Mobile truly wants to be the Uncarrier, it needs to get rid of these sales practices.

    • johnediii

      Which store did you go to? I also live in this area and there is definitely at least one store that I won’t go to for things.

      • Mark

        It was the store on Alpine Avenue. The store on 28th and Breton also told me the same information when I called them about it as well. I just activated over the phone, however, it left me with a bad taste in my mouth to ever go to a store to get something accomplished with my cell phone needs.

        • johnediii

          Yeah, the store on Alpine is not a corporately owned store. It has all the appearances of one. I refuse to go to that store. I’ve always had luck with the one on Breton and 28th. Maybe it’s because I always go in there confident and knowing what I’m talking about, but they’ve never forced me into anything. Just referred a friend in the 28th Street store and they even did the referral for unlimited 4G right (at least on my end). My friend did 3 lines and they put the unlimited on the wrong line for her but it was an honest mistake under the circumstances and a call to customer care got it worked out.
          The Alpine store on the other hand, they messed up adding a line to my account last year and somehow they screwed up my ability to finance a phone because they somehow hit my credit rating like 28 times trying to run the financing through. Had to sort all that out. But I have met the owner of that store. It is definitely not owned by T-mobile.

        • Jordan

          Let me tell you now, that you will never get that response from a corporately owned store, UNLESS, the DM is pushing down that every line has to have Jump, and the employees are just lazy.

          What I mean by that, is the employees STILL make around $25-30 from a sale like that, and if I get someone that walks in and says that, I definitely document that they already had their own devices so I can say, “These 4 lines already had their own devices, that’s why they DIDN’T get jump”.

        • nomoretmo

          my old CORP store would def make us walk a customer if they had their own phones but didn’t want data

        • Mark

          When I went to the store on Alpine, I asked them why they had these practices and the rep said all Corporate owned stores have these restrictions. Only Customer Care could add lines to get the free included data when bringing your own device. That is why I assumed the store on Alpine was also a Corporate store like the one on Breton. However, both stores told me I had to add the $10 data plan per line in order to activate an account with bring your own devices.

        • johnediii

          I would’ve gotten the name at 28th. I’ve dealt with many people there and never had that. As a matter of fact, very nice young lady named Paige helped me refer my friend, and my friend’s other 2 lines brought their own phones and it was never brought up.

  • kreeez

    In my store we do not practice this. Instead we let every guest know the importance of having handset protection, it’s like buying a car without insuring it. Our sales pitches have gotten so good with JUMP that it is now second nature and flows when we are doing new acts or upgrades. It is sad that there’s some of this going on, but it had to be allowed at these locations. At mine IT IS NOT TOLERATED. #store1852 #doingthingstherightway

    • Cam Bunton

      Good to hear you’re doing things right. :-)

  • former tmonews reader

    I liked this blog better when David was writing for it. This is just nonsense.

    • John Masters

      Then why aren’t following your alias, and being a “former” reader?

    • philyew

      It isn’t nonsense. It’s obviously happened to several of the readers here. The unsolicited Jump! addition happened to me last year, so I know it’s legitimate criticism.

      Are you so in love with TM that you can’t tolerate even fair comment?

  • dampire415

    When I got my new phone just after JUMP was introduced I had to call customer service because they did not activate the SIM correctly and during the conversation the rep thanked me for signing up for JUMP and my reply was “uh… I didn’t” and she removed it right away and I never had to pay but apperently the guy at the kiosk just added it with even mentioning it to me.

  • sushimane

    This happened to me a while back ago when i had the note 2. At the time i bought the note 2 and had it for 6 month after paying it off the nexus 5 just came out and i trade it for it. The sale rep told me i should switch to the jump program because at the time i had the 4 dollar insurance plan. She said i could switch phone every 6 month. I told her no im good as much as the jump program is tempting i like to keep my phone for a while but guess what she did switched it after i said no called the customer care and ask them if i could switch back because the sale rep at the store changed my 4 dollar insurance plan to the jump which was 10 dollars. Unfortunately she couldn’t once it happen it can not switch back she was nice enough to credit me 6 dollars into my tmobile account for next month bill which was great but i canceled it and switch to a different warranty company. i hated it but still got love for tmobile.

  • David was better

    I work in a retail store as an associate manager, and while I don’t condone these practices in any way at my location, it doesn’t surprise me that it happens. What does surprise me is that you made a huge deal out of something that you wrote multiple times in your article was “not a practice in every store” . My opinion: you trying to get clicks on something negative. Just an observation of mine…

    • Cam Bunton

      Not really about the clicks. I had a few motives when I wrote this post. First: Open discussion on the topic of sales practices, since I know many retail staff read TmoNews. Second: Figure out if it’s widespread within T-Mobile, and how many T-Mo customers and TmoNews readers have experienced it. Thirdly: Find out from staff the same.

      I didn’t assume we’d get tons of clicks. But as you can see from the number and length of comments building, it’s clearly encouraging discussion.

      I mentioned that particular phrase because I wanted it to be clear that I wasn’t just pointing a finger at T-Mobile. But, if T-Mobile can do something to change the culture of retail, then that could be about the best #Uncarrier move so far.

      • Jordan

        There is a grey area in sales unfortunately. I’ve been on the wrong side of that grey area enough to know. The problem is that there really isn’t enough REAL Sales People in the company.(And probably that way in a lot of places) What I mean by that, is a real salesperson does not have to LIE to sell a product.

        I was the single best performing rep in Alabama, and one of the top reps in Georgia for several years, and needless to say I saw some practices that I wasn’t thrilled with. I even partook in some of them before I became a better salesperson. That being said, it’s up to the store to offer what they feel is best for the customer.

        One thing that helps was bundle pricing. As soon as you itemize everything, customers look for things to take off, but if the customer knows that their bill will be $140, they can upgrade every 12 months, it includes insurance, mobile security, and lifetime warranty, and Unlimited TTW with 2.5 GB of High Speed Data per line for 4 lines…then that sounds a whole hell of a lot better than “Do you want Jump?” and then “Oh, well you have to have JUMP to get this device”….AND you aren’t sacrificing morals to do it.

        • UglyPete

          My experience also. Instead of having to explain every feature and every charge, “$140 and upgrading every year with full coverage” is easier for people to understand than starting at $100 and working your way up to $140.

      • thepanttherlady

        I absolutely agree. I’ve never had anything added on to my T-Mobile plan without my knowledge but did have this happen to me with Verizon when I was with them.

        • archerian

          I have a feeling once they ask for your (your as in a typical person) phone number/ID in store and see your credentials and tenure, they typically “mentally” classify you as a veteran or newbie. They won’t pull stuff much on veterans but do all their tricks on new accounts. They also seem to try stuff based on how you look – I have had people try to force migrate me, deny me service additions etc. when I walked in wearing shorts and unshaven while they treat me much better when I go wearing “better” clothes. This is my experience in my local store. I always check my account online on my phone while in store after all my business is done to be sure they haven’t messed around.

    • alfonzso

      I very much appreciate that he wrote about this. It’s happening and it should not be part of T-Mobile. It’s not the T-Mobile I know. If it happens to be again, I’m taking my 13 years of loyalty and multiple accounts somewhere else.

    • Cam Bunton

      Also, great to hear that you encourage best practices. You should be commended..

    • Paul

      Glad to hear that there are good stores out there. I have been lucky to go to good stores as well.

    • philyew

      This is unfair criticism. While this is not TM corporate policy, it is far too widespread a practice to be swept under the carpet. TM has a lot of positives going for it these days, but we shouldn’t ignore the areas where the company still needs to improve.

      I never discussed Jump! once with the sales associate when I bought my Nexus 5 last year – in fact I made a larger than necessary downpayment on the EIP plan which rendered Jump! pretty meaningless. I also signed paperwork that referred to other paperwork which would be needed for Jump! Nonetheless, the charge for Jump! appeared on my first bill. T-Force took care of that for me, but it should never have happened.

      This happened in a fully branded TM store, which is run by a management company whose name escapes me now.

      A few weeks ago I bought a new Samsung phone from the same store and this time had an upfront discussion about Jump!

      That suggests this behavior may be down to individual sales associates, but if we don’t have these kind of discussions in forums like this, then the TM management team may not get the message out that these methods have to stop.

    • kolijboy

      You’re kidding, right?

  • Clifford Haight

    This happens pretty much any time you go into a store, I have come to expect it

    • 21stNow

      Which is sad. I’m to the point where I prefer not to go into T-Mobile stores anymore to buy phones. Eventually, this may drive me to move my lines to another carrier.

  • chris

    Since T-Mobile went public they have been more aggressive with staff meeting quotas. They have even told us on occasions that if we can’t meet then they will replace us with someone who can. They use to be for the customer not it’s all about more revenue. This is why most stores is these tactics they fear they will lose their jobs

  • fentonr

    In some states its even illegal to have both EIP and insurance…which makes no sense.

  • Eric Blackman

    I bought a tablet last month. Paid full price. Have two phone lines and another tablet on my plan. Have paid full price for everything and have jump on nothing. Got my first bill that included the new tablet and they added jump. Whf?

  • BrianTessier

    It happened to me. I bought a new Nexus 5 after a nightmare dealing with Asurion about my broken Nexus 4. I didn’t want insurance anymore because the experience had been so bad. The Tmobile employee asked if I wanted to sign up for Jump, and I said no, and explained my terrible experience and that I like to actually own my phone. I said it’s a good program, but one I would never use. He said no problem and completed the sale of my new Nexus. I got home and received a text welcoming me to Jump. I was confused and checked my account online, and sure enough my bill went up. I called customer care and they cancelled it with no problems. It happened in my fiancée’s account too when upgrading her phone. I always just check my accounts after dealing with the store employees.

  • alfonzso

    This happened to me two weeks ago on the launch day of iPhone 6. I only go to this store on launch days because they have short lines (now we know why). I’ve had good experiences at all other T-Mobile stores and I’ve been with T-Mobile since Day 1 in the US. It’s definitely a store manager policy.

    This last time, one of the managers wouldn’t let me leave the store with my new iPhone 6 unless I signed up for JUMP…..even though the sales rep already had me initial decline on the paper. We got into an argument and I left the store empty handed. I always refuse JUMP. It might be a good subscription for some, but makes no sense to me personally. When I called back to get the managers name, she apologized and promised it wouldn’t happen again. Needless to say, I’ll never set foot in that store again. I’ve been very loyal to T-Mobile, but if this happens again, my loyalty will start to crack.

    Cam, thank you for writing about this.

    • Paul

      That sucks on the JUMP! part. I’ve lucked out that the employees know that the phones are worth a bit more on eBay. Just keep in mind that it’s the manager and not T-Mobile. I’ve even gone to another store, explained the previous situation, and everything works.

      Hopefully it doesn’t happen again.

  • Paul

    I had this happen a few years ago. Luckily, I’m not a fool and spoke to the manager. I bought the Android phone outright, I couldn’t upgrade for some reason, and the manager tried to throw the data onto the deal. This was back in the day when you had to get data with a smart phone. Reasoning was, you had to have data to active the device. Not true since I could connect to WiFi to “activate” the phone. I explained that I didn’t need data, at the time, and didn’t want to change plan set-up. Everything seemed alright; I got my phone and was able to walk out.

    Found out later that month that the manager had removed my unlimited messaging. This resulted in a $600+ bill. Luckily customer support was great about removing the charges. However, they insisted I needed data added. I explained that since I can connect to WiFi I didn’t need data to setup the phone. In fact, I was speaking to her with said phone. Suddenly, she confirmed what I already knew.

    I feel this kind of behavior happens to my parents too. Then again, I may not be hearing the whole story from my dad, they are older after all. Sadly, that’s sales and retail. Having worked in that area, I, too, can confirm that a great experience will reward itself with more return business and referrals. Then again, shoppers should be informed before they walk in the store. Be a smart shopper and you won’t be taken advantage of.

    • alfonzso

      I’ve worked in retail as well, but I never came across this kind of harassment. I would never work in a store that had these kinds of policies. What goes around, comes around. I miss the T-Mobile days of Sue Nokes.

  • TBN27

    Every time I go into a T-Mobile store to upgrade to a new smart phone, jump is foisted on me. I don’t ask for it and I don’t need it because I take well good care of all my devices. When I went to upgrade to the iPhone 6, I got a message about thatonk you for joining the jump program. I simply just went to my t-mobile and took it off. I left it on for my sister because she is careless.

    t-mobile as a whole needs to address this forced jump additions before their gains start to slightly erode.

  • cyberoid

    I have had two incidents at two different Corporate retails stores. In the first incident the sales person added JUMP on a phone upgrade on my family plan despite being told explicitly not to add JUMP. In the second case it was added without any mention at all. The only way I found out about those incidents was when I received a JUMP contract package in the mail after a few weeks. Customer care was able to remove it but it was a waste of time to get it taken off.

    • archerian

      its like telemarketing blasting calls.. they add JUMP on all lines, they know around x% will call back and cancel. But hey, they remaining folks will continue paying blissfully ignorant.

  • Ordeith

    Is T-Mobile using JUMP as an excuse not to update older handsets? Is this why ATT seems to be the only carrier that releases timely updates for their phones?

  • alfonzso

    Is this website infected? First time I went to this article, I got re-directed to a scam driver update site. Please check!

    • dtam

      it might be your computer

    • conservative_motorcyclist

      Rogue ad server.

    • TheVorlon

      Yeah, this site has had flakey ads javascript for a while now.

  • Bob

    When Corporate is breathing down your neck with an 85% data and jump attach rate you can see why the reps would be cramming. If they dont hit target they get scolded and possibly lose their job. You have two options 1) cram features to hit goal and have a job, or 2) get fired and start looking for other work!

    • Maximus

      I know sometimes you just need a job, any job, but what an unfortunate environment to work in.

  • archerian

    This happened to a family account ported over to T-mobile from MetroPCS for a friend a few months back too. They had 4 lines and wanted the $100 basic plan. A few months of billing and they were seeing around $80 extra per month and thought it was due to taxes and the occasional International call. I asked for their detailed bill and saw they all had the 3GB data added to all their lines and JUMP on two of them. They went to the local T-mobile store where it was activated and asked for a refund, they were told the guy who signed them up is no longer working there (might have been false information). They offered $20 off the next bill for around $240 worth of extra billing. Being simple folk, they said ok and told me about it a week later. I was not happy that they had to go through this after I told them T-mobile would offer better service and price. I called CSR with my friend along with me and spent nearly an hour with them. Ultimately they refunded all charges from their signup period. Our local T-mobile store has shady reps who are out to prey on gullible customers. I have been a T-mobile customer for far more years than most of the folks in that store, and they ALWAYS try to pull something on me each time I go in. Luckily I know what deals and options are available. But they frequently try turning me away and I have to ask for a manager. I’m sure its just dishonest culture practiced and perpetuated across the store level at this particular store.

  • Retail Sales Rep

    i want to say most of what the article talks about is true. When we were in a different region our District manager required all associates to add JUMP to all new activations and handset upgrades, if an employee failed to do so we would have to email her and explain as to why we had not added JUMP. And 10 might not seem like a lot but when you take into consideration family lines thats upwards of $40 not only that but at the time there were prorated charges so those $40 would quickly turn into $80+ dollars. Either way our manager was kind to offer credits since she also knew that the goal was only attainable by “slamming” customer, which is adding features that customers didnt request, and to also keep our customer happy. *sigh* Its T-Mobile.

  • tmorep

    It’s absolutely widespread. The regional manager could never ask people to force jump on people directly but vaugley ask a manager to tell employees that it’s required and threats of write ups force these things.

    Make that uncarrier 8.0 the bullshit that you make sales reps say cause you have shareholders now.

  • archerian

    Has anyone had their $25 referral credit mysteriously go down a black hole? I’ve never got it while I’ve referred around 4 people. They store ppl give me a piece of paper to write down my name and details, then I guess it goes into a lucky draw.

    • mreveryphone

      I’ve always gotten mine, but I go to the website and enter it in myself so I know it gets taken care of.

  • Former Employee

    I am a former t-mobile employee from Florida and I’ll tell you guys first hand that EVRRY MANAGER forces the reps to add jump and higher data. I got written up for not adding data or jump to customers that didn’t want it. Be careful when going to retail stores, they will force those features on you whether you want it or not.


      When you leave a store go back into your account and review your account No Contracts lets you remove or add services at will.
      If you see that its incorrect you can correct it with a touch of a button that’s what I do but I never had that issue but once they forgot to add my web plan on one of my lines. easy fix

  • mreveryphone

    This happened to me but not with the jump program but with the softcard sign up. The sales associate told me that I HAD to buy a tmobile accessory with the $50 they add to the card when you sign up… I asked him if I could use it for something else he told me no and that it HAD to be used on a tmobile accessory and that was the only thing I could use for. I found it kind of strange that tmobile would have something like that in place but later realized that he was boosting his accessory sales figures up through the softcard promotion…

  • dtam

    When I was helping my sis-in-law get an iphone 5s last year, same thing happened. we were going to buy the phone straight up and the rep forced us to add insurance. I didn’t bother fighting too much with her and I took it off once I got home. Not a fan of that tactic though as it’s a waste of my time

    • DDLAR

      A similar thing happened to me about a year ago. I reacted the same way. That is, I removed the insurance once I got home.
      I also had a case a two years ago where the sales rep asked if they could add insurance so that they could meet a quota. They told me that I could cancel it in a couple of days and there would be no fee. I agreed (because I liked the sales rep), but thought it was kind of screwed up.

      • dtam

        At least they were honest with you which is more than you can say on a lot of these other sales reps. But I agree it’s a pretty screwed up system. Seems very “carrier” of them

    • Blkbear

      I was with a buddy when he bought his Galaxy S5, stated that he did not want insurance or JUMP, paid full price for the phone, both JUMP and Insurance had been added. AFTER the sale he got the JUMP notice (while still in the store), so buddy asked Rep if he could confirm something with customer care, the rep was happy to dial up CC for him, and while on the store phone, he removed JUMP and the added insurance, all the while talking, so loud, there was no way the manager wasn’t hearing every word.

  • anon

    We just tell people how crazy it is not to get insurance on a $650 phone.

    • 21stNow

      It’s not crazy not to have carrier insurance on a cell phone.

      • bob

        until you break it and you are on the hook to purchase another $650 phone.

        • thepanttherlady

          Key words in her post were “carrier insurance”. There are other options out there for those who choose it.

        • 21stNow

          Exactly. My renter’s insurance already covers theft of my cell phones. I self-insure against breakage. I’d rather do this than pay for carrier insurance that it’s not likely that I will use.

    • Adrayven

      Lots of alternatives to this now. Apple has AppleCare+, SquareTrade is great for both iPhone and Android devices.. SquareTrade is good and also does accidental like AppleCare+. Both for flat fee of $99, which far better than the ongoing charge of $10/12months ($120).

      To many who don’t upgrade…. every….single…year… Jump doesn’t make sense.. much better off going with SquareTrade with Android devices or AppleCare+ if it’s an iPhone.

  • As a former TMo Corp store rep, I can say it was pretty common, but not from our store or region, but from the stupid reseller Kiosks that T-Mobile had. We were constantly fixing their mistakes. They would screw something up, the customer would go back to them, and the rep would tell them that they couldnt fix it because T-Mobile wouldn’t let them and they sent them down to the other end of the Mall to us and said we would fix it. T-Mobile ended up buying out that company, but what did stupid ass T-Mobile do??!!! They hired a bunch of the reps that were causing all the problems to begin with and turn the Kiosks into Corp Kiosks.They even hired some of the management!!… WTF????!!! Really? You reap what you sow T-Mobile, you know this has been an issue for a very long time.


    They make their employees put it on and this is a fact because of the high percentage of their quota.

    85% in JUMP and 80% in data and the funny thing is, it use to be lower and they raised it up.

    Reps will either get written up and all sorts of stuff in order to make them put it on customer’s phone lines/devices. I believe it’s a lot more common than what people really see.

    Plus, they have a stupid ass script to help “sell” this product. It doesn’t matter if they get a flip phone because that can potentially hit a rep’s percentage in their quota.

  • Eric Vogel

    They just did this to me- didnt mention the addition of jump when I added a line. The rep even said that my bill wasnt going to be changing “because he signed us up for a new promotion”. Went home, got bill, the bill increased not only for the new line we added, but also an additional $10 for JUMP. The rep never ONCE mentioned jump, he just added it.

  • Roger Sales

    They did it to me without my permission even though I had php when I upgraded. Logically it didn’t make sense because both were tacked onto my order page for the iphone 6. Jump is nice for people who want it – but the fact is some people don’t want it.

  • vinnyjr

    Being a very long T-Mobile customer I can honestly say I have had issues come up on my billing, I would call and ask for CA and speak to the Manager. I never left unsatisfied. All companies will make mistakes whether they are on purpose or not being the customer it is your responsability to check your bill every month and don’t be stupid. I check my credit cards every month for the same reason. There is no way I would allow any sales person tell me what I could or could not buy. I believe very little what I read and 1/2 of what I see. There are just too many snakes on these forums that just love to spread bull shit. T-Mobile IMO is the best Carrier in the world, I’ve lived in many places and have had service with just about every Carrier, I have never been more happier than I am with T-Mobile. This is not bull shit, I have never been treated more fairly than with T-Mobile. Thanks John Legere, Thanks T-Mobile.

    • kolijboy

      What kind of charmed existence are you living?

  • Spanky

    In the past, I had insurance added to my lines on two separate occasions, despite the fact that I specifically told the rep that I don’t want insurance. I called customer service and had it taken off, but that doesn’t make it any less shady.

  • current TMO csr

    One of my pet peeves as a customer service rep is that there is never a day that goes by that I don’t remove JUMP from an account that was added in a store without permission.

    • tmo_rep

      I totally agree, and then after getting that issue resolved we then have to sell something to the customer to get their MRC up!!

      scenario– Well Mr. customer, now that we removed that $10 JUMP insurance, let me sell you 5gb data for $20 even though you only use 600mb per month– give me a break…

  • BriGuy

    As a store manager who left TMo this summer, I will say that it happens for two reasons. One being the high quota expectations for these attach rates, and the second being that the high quota is so inflated because other stores are doing these bad practices, which leaves TMo to say “those stores can do it, why can’t you?” It leaves everyone in a tough position because we need to find creative ways to maintain an 85% attach rate. Think of it this way. If we sell 20 phones, 17 of them need JUMP. That means only 3 of them can be low prices or the customer simply doesn’t want it. It’s very difficult. I fall on the side of doing what’s right for the customer, but unfortunately the company doesn’t share that same thought.

    • TheRepoMan

      ^ Exactly why I left this summer, too. I was a manager as well. It’s a shame T-Mo went from UNcarrier to every other carrier.

  • Matt Groff

    This has happened on two occasions. On both I called customer care and gave them the rep’s name and Store ID. We made it very clear we did NOT want it and never signed anything that said JUMP. Especially after the first time. Working in wireless sales myself I understand the goals set by an employer, but I’m proud to say I never sneaked around adding insurance without asking or explaining the program. That’s just wrong. When I called customer care they assured me no charge would happen and they’d deal with the situation. Its definitely not something they approve of.

  • that_guy

    Almost every month our bill jumps up for some reason and we have to call in to find out why. Twice it was because JUMP was added even though we didn’t want it.

  • M Rosa

    This just happened to me, preorder the note 4 and received a message about jump being added. I had to call and get removed, in the end not a big deal but upset me that the sales associate snuck this in..

  • 21stNow

    I had an experience about a year and a half ago where the sales rep had already filled in the “yes” option for insurance on the Right Fit form. I noticed this in the store before I signed it. I told the rep that I never said that I wanted insurance and will not take it. I lined through the yes and checked the “no” option and wrote a lengthy explanation on the back of my form to show my dissatisfaction with this practice.

    I see that my writing did no good as far as stopping the practice. I didn’t have insurance added to my bill, though.

  • UglyPete

    Back when i worked for TMO, my manager told us in a meeting that we MUST add insurance to EVERY line we upgraded or added. If the customer refused, we had to add it on and then call customer care to remove it.

  • Aurizen

    This is why I would upgrade over the phone or do it myself online.

  • Stone Cold

    This is why I only go to retail outlets where I know the staff I am dealing with. This practice is crap like Cam said.

    • 21stNow

      I did the same thing in the past, but the staff either transfers around T-Mobile or leaves the company altogether. I have followed some of them from store-to-store, but I shouldn’t have to drive all over the Baltimore/Washington area to get good service at a store.

      • Stone Cold

        I thought I was the only one. I followed my original rep to every store but one till he became a regional manager over 3rd party stores. It is a 30-40 minute cross town drive in Denver. Even though I have 3 stores less than 2 miles from me. I agree you should not have to go to such lengths to get good service but peace of mind is just worth it to me.

        • TheRepoMan

          As a former manager who resigned due to these practices…thank you for staying loyal to the good ones!!! We appreciate it more than you could ever know. The ‘game’ simply became too dishonest.

          And you hit the nail on the head. People shouldn’t have to inconvenience their lives to find honesty.

      • kolijboy

        Just wow. I followed my rep around too, sometimes driving nearly forty minutes. This just ain’t right!

        • TheRepoMan

          As a former manager who resigned due to these practices…thank you for staying loyal to the good ones!!! We appreciate it more than you could ever know. The ‘game’ simply became too dishonest.

  • macho man

    So you have no inside scoop on phones so you resort to TMZ style of reporting? If you wanna go at employees over this that is truly the injustice. Employees have quotas and when yhey dont him them they are wrtten up and fired. Employees also HAVE to sign agreements where they cant work in the same feild for another company for a year. You should be attacking the famed Legere for allowing this to happen.

    Why there is no structure on insurance is really the issue. We have flip phones and phones for under $100 that we have to put insurance on. In our minds it does not make sense at all but Tmobile pushes it.

    Its not fair to blame employees for this when all we want to do is continue to work for our families and not be forced out of a company some of us have worked years for.

    Go after Legere and Tmobile for not truly being unCarrier with pushing a $10 premium on budget phones.

    • Ryan

      So you’re trying to justify being dishonest? Wow. Personally I think this was well written and is an unfortunate truth. Spin it anyway you want, it’s not right on ANY level. If my employer forced me to sign something to be dishonest to stay employed, you bet your ass I’d be on the phone to the labor commission.

    • philyew

      I agree that Legere needs to be the one pursued to rectify this, but its ridiculous to suggest that an article drawing attention to unacceptable sales practices is “TMZ style…reporting.”

      In the last year, I’ve had two experiences about Jump! at the same store; at the end of last year it was added to my plan for a new Nexus 5 without discussion or agreement. I had it removed because I had clear reasons for not taking it. A couple of weeks ago, it was offered, discussed and accepted on a new Samsung. Obviously different sales associates (or maybe it’s store managers) approach this differently.

      The latter approach is the right way to deal with meeting the needs of the customer AND sales quotas. Adding something to my bill without my consent is totally unacceptable and wrong of the associate, no matter how tough their sales targets are.

      • Pablo

        The latter approach wont get you a 85% attach.

        • philyew

          If it’s impossible to reach a sales target legitimately, then everyone fails and either everyone has to be fired or the targets have to be modified.

  • Sergio

    If it’s something that happens in variouse places why throw dirt on our brand? I guess you didn’t do your homework and had nothing else to right about.

    • philyew

      “Throw dirt on our brand’…?

      As a customer since the days of Voicestream with no intention of going anywhere else, I’ll tell you what throws dirt on your brand…Unacceptable and dishonest sales methods.

      TM has one of the best images in the industry at the moment, but these practices are wrong and need to be driven out. Listen to Legere – dealing with issues like this is precisely what UNCARRIER is about.

      • Ordeith

        JUMP was an early Uncarrier plan. In this case Uncarrier is precisely what is causing “issues like this”.

        • philyew

          Legere says repeatedly that listening to customers is what drives Uncarrier. He should listen to complaints like this and deal with them. That’s my point.

        • Pablo

          Deal with this? Look at the money they are making from it. Sell it legit and they would be around 50% or less.

        • philyew

          I’m not naive enough to think that Uncarrier is all about altruism, but acting in the interests of the consumer is a central precept of the “Uncarrier” marketing image.

          The constant challenge for anyone who cares about Uncarrier as a consumer principle, rather than just a marketing concept, is to expose and try to remove every instance of where “Uncarrier” disguises very “Carrier” practices.

          Legere may be very selective about what consumer issues he listens to, but it shouldn’t stop us from shouting out what he needs to do whenever it becomes obvious that consumer interests are not being protected.

  • TS50

    I used to sell for T-Mo. I don’t agree with these practices but it’s T-Mo (Corp) who handcuff the salesmen. If certain metrics aren’t hit, then salesmen don’t get their bonuses. If a deal leaves the store without anything attached (data, insurance, accessories, etc) the salesmen get threatened with loss of job, hours, etc. T-mobile advertises all these great deals just to get people in the doors. Then customers are mad when they don’t get the deal they thought was advertised. I’m not saying I side with T-Mo. I def side with the customer. I def disagree with the practice, especially when I worked there. I tried to just get better at selling. Also we would walk deals. If the customer said they didn’t want to add anything, we would ask if it was ok to give them a sim card an setup a line over the phone with customer service. Most customers understood that it would hurt our numbers.

  • TS50

    BTW corporately run stores in our area were the worst at this. They had 97% insurance add rates. I also once had a customer tell me they couldn’t cancel a dead relatives phone line with adding a mobile hotspot. I cancelled the line and got customer care to cancel the mobile hotspot. I also went to the store and talked to the rep who did it. Shady guy.

    • xmiro

      lazy. It’s easier to lie than to tell the customer how adding the feature will benefit them, and over time hone your message to where most customers take you up on the offer

  • anon5

    Lol I work for t mobile, we have a quota a jump and 3gb quota.. If u don’t hit it, u get fired.. So it happens in EVERY STORE, and the quota is over 85% bundling is enforced as a tactic

    • Ordeith

      If JUMP is pushed that much by T-Mobile it only shows how much of a money grab it is. It clearly benefits T-Mobile, not the customer.

      • Bob

        Jump is a great value for the customer. Insurance / lifetime war / upgrades / mobile lookout. But if you purchase a $100 phone I could agree.

        • Ordeith

          Pasted from another site….
          A look at the numbers:
          $99 down
          24 months x $20 per month for the device payment: $480
          24 months x $10 per month for JUMP! Upgrade plan: $240
          Three upgrades each six months until 24 month period is up (remember, you need to wait 6 months before you can start it): $99 x 3 = $396
          Our total comes to $1,116.

          and it’s only gotten worse since then, T-Mobile’s last modification:
          T-Mobile will cover your remaining device payments up to *half* of your device cost.

        • bob

          $10 dollars a month
          10 divided by 30 = .33 cents a day

          If you purchase a coffee a day you are already wasting more money than protecting your phone.

          I guess some people pinch pennies but I am sure 99% of the people who turn down insurance waste money on something else that they get zero return on.

        • Ordeith

          That’s $10 a month you are paying for the privilege of making another down payment, and if you try to do it 6 months in instead of waiting a year that is an additional ~$120 on top of the down payment you have the privilege of paying. All for the low cost of 33¢ a day.
          Paying monthly for the ability to pay even more. Sure sounds like a bargain at any price.

        • bob

          Its sounds like you are not well qualified. If you had prime credit it probably makes more sense.

        • Ordeith

          It doesn’t make sense, no matter how much you defend it.
          as for my qualified-ness. My credit is fine, partly because I am not dumb enough to EVER go into debt for a freaking phone.

        • bob

          By the looks of the majority of your posts, Maybe you should disband t-mobile and join cricket. We don’t appear to provide you any value.

        • Ordeith

          I already did that. I was a T-Mobile customer for over 7 years before ATT launched AIO and provided me a way out. :)
          But I am flattered you took enough interest to stalk my history.

        • bob

          Which leads me to the question why do you even bother with this website? If you are on another provider and dont care for our services are you just here to troll?

        • Ordeith

          I am here to enlighten.

        • philyew

          Except that it’s not just the 33 cents a day. If you actually need to draw on that insurance, it also costs you a deductible of as much as $175. I’m not arguing with the idea that it can be worthwhile having.

          My wife shattered the screen on a new Samsung GS4 when it was less than 2 weeks old. A replacement is shipping as I write, but I’m betting it will be a re-furb…which is not a bad deal for the insurer, when I had to pay them $175 deductible.

        • 21stNow

          JUMP! is a great value for T-Mobile. FTFY.

      • TS50

        Of course insurance is a money grab. It is in every industry. T-Mo gets money for insurance, then go out and resell the phone you turned in as refurbished. They do not lose money on the program.

    • Tmobilerep8950

      This is true. I’m currently on decision time(you hit goal or your fired) for not hitting Jump goal. It’s ridiculous. I’m always hitting 70-75% every month. Goal is %85. This is an impossible goal to hit without being shady to some degree. I know reps that still put on jump even on full purchases.

      • UndisclosedEmployee

        If the only metric you are not hitting is JUMP, you may want to speak with HR. Remember, the metrics for your annual review do not include JUMP. Also, if you are performing equal to or better than your store/market/national average, you would have a pretty good argument.

      • nomoretmo

        I was put on dt for apk!!!!!!!!! Most ridiculous thing ever. Good luck to you! I was already looking for another job by then and got a call just in time. It felt so good to quit!

  • kpb321

    I’ve never done a sales job but I have done tech support for a number of years and the issue and challenge is much the same.

    You can’t manage something if you don’t track it and human nature is to take the easy route. If they didn’t monitor the rates that reps sell the Jump or upgraded data then a large number of people aren’t going to bother trying to sell them at all. On the other hand, if there is any sort of bonus, performance metric or really any other way that selling them ends up impacting you directly you are going to get people doing this type of thing with or without encouragement from management. So you have to monitor it but you can’t.

    Now there are options but they have their own problems. You can monitor the rates after a month or two and have people that cancel count against the rep that signed them up which means this type of behavior is only a short term benefit but that won’t completely remove the incentive. People may still do it to hit an incentive for that month or to avoid a negative performance issue for that month. It also means either the stats lag by a timeframe to allow for the cancellations which makes it hard to tie things back for training/evaluation or that they change after the fact.

    You can try to be careful with the people you employ but this isn’t exactly a highly sought after job where you can be overly picky about the people you higher. You simply aren’t going to be able to avoid employing people who would do this. Especially when you realize that this includes a number of independent companies beyond just the corporate owned stores.

    If T-mobile is truly looking for 85% attach rate on the JUMP program then that is definitely contributing to the problem. IMO that is way to high to be reasonable and is definitely going to encourage this type of thing. Their targets need to be more reasonable.

    There are all sorts of reasons why someone might not want JUMP. It really doesn’t make sense when you are getting a cheap phone Nokia 521, Moto G, etc, which are getting more nad more viable as basic smart phones.

    You might not have a tendency to break you phones and might not feel like you need it. My wife and I have had cell phones for ~10 years and neither one of us has ever broken their phone before the “normal” upgrade period was up. Beyond that, my wife is still using a 4 year old T-Mobile G2 that is working fine. She is currently happy enough with it and doesn’t want to give up the physical keyboard which makes upgrading hard. When we do eventually upgrade her to a new phone why would I want JUMP on it. She doesn’t upgrade her phone early and she doesn’t break them regularly. It would just be a cost with no real benefit.

  • kekel1123

    I added a line to make it 4 for $100 and got this Samsung Avant. The Phone cost $209 on EIP. I went home then all of a sudden I got a text message that says welcome to JUMP. I did not add Jump when I added the 4th line. I just added a line and a phone . I called customer service and ask the JUMP on my Samsung Avant be removed. I am waiting until Jan 2015 for the promotion to end and pay off whatever left on the EIP on th3 Avant. If this is like a $500 and above phone, I will definitely enroll to JUMP.

    • Brian Bloom

      Exact same thing happened to me. Got an Avant for my daughter, told the clerk I didn’t need JUMP for a $216 (at the time) phone, but lo and behold it was added anyway.
      Then I decided to pay off the EIP so we’d have the phone free and clear, and went through their process for doing that, and found they misapplied the $216 I paid as a normal monthly payment and still sent invoiced me an EIP payment amount the next month. I like T-mobile and I like the phone, but their billing dept is either inept or underhanded or some combination thereof.

      • Adrayven

        That last part can happen if you make an EIP payment to pay off, then you miss by a few days your ‘normal’ monthly service bill payment. They don’t technically apply your EIP until the end of the billing cycle. If you miss your bill payment, they apply the EIP payment to your bill first and remainder goes to EIP. I had a long talk with a rep about that.

        It’s the way the system is setup, she made it clear that if I missed, even by a few days, my regular payment, that the EIP payoff would in part or whole goto my monthly bill first.

        Thats a process issue on T-Mobiles part.. I would give feedback.. maybe to John directly on twitter on that.. He does listen…

        • kekel1123

          So its the way heir billing system work. If that will be the case, I will rather wait till the EIP on my Avant finishes. So not to “MESS” with their billing…. It Sucks!

      • drivethruboy168

        Everyone is not thinking about all of Jumps! features Jump! is not only there to upgrade, it’s insurance, warranty and Lookout Mobile security. Some parents say oh well if you lose your phone that’s it. Some need there kids to have a phone in the case of an emergency. What if your daughter lost her phone? You took off Jump! which means you don’t have insurance or warranty, Lookout Mobile security. Okay, she doesn’t get a new phone, eventually your going to need to get her a new phone and how much are you going to spend? If your cheap, $30 basic phone, if you want to be nice your going to get her another phone similar to what she had before. A deductible for that phone is around $75- $100. If your the cheap person that of course $30 is the route you go for but about $45 more you could have gotten your daughter the exact same phone you purchase for her originally. If you are the nice guy and get her a similar phone… Well it’s pretty clear what that would be like. jump! Allows you to do an upgrade if you’d like, it’s not all that it is. Look at the benefits. One day most people regret taking it off because they crack their screen or lose the phone. I can’t tell you how many times I’ve gotten people come in and say I cracked my screen I believe I have insurance I need a new phone, they don’t have insurance because they didn’t want it at first, and then they cause a scene in the store because they were supposed to have insurance and they blame it on the sales rep they didn’t have insurance all because we most likely recommended it, you declined, and now when you need it you want to blame the sales associate who did there job, but you were to ignorant and said no. There are soo many scenarios and I can go in and on. I’m not sticking up for associates who force the sale, but for the honest sales associates that are there for the customer who get written up for stupid people not wanting it, and come back and blame that person for not adding it when they originally didn’t want it. Hello! They get paid to add it on there and they are secured their job another day! Think about that!

        • Brian Bloom

          I appreciate your rather touching concern about my daughter and her phone, but really, it’s my call.

          Of the 7 or 8 cell phones I’ve owned, going back almost 20 years, I’ve never once cracked a screen or needed to use a warranty. I have JUMP for my Note 3 because it cost $700+ (about the cost of every previous handset combined) and that wasn’t a gamble I was going to take.

          But a $216 phone? Let’s say she managed to go 12 months without damaging her phone. If it was any shorter than that, I’d question whether I should be buying her a phone in the first place. So that’s $120 in JUMP payments. If you check this site ( ) you’ll see the device has a $100 deductible. So I’d be paying $220 to replace a $216 phone? If it happened anytime *after* 12 months, I’d be paying even *more*.

          Made no sense at all and I’m not clear why you’re trying to find fault with that. And even more irksome that Tmobile added it even after I told them I didn’t want it. Like anything else in life, if it breaks, I’ll either fix or buy a replacement.

  • steveb944

    This is exactly like the sales reps that add their own family/friends for the reference program. It happens much too often.

    I dealt with incompetence with fraud. I called to remove everything the criminal had added. They only took off the hardware, three calls later I removed Jump! and the 3GB data add on.

  • KSTMOrep

    Thanks Cam for the article. I’m a TMO Sales Rep and can only speak for the stores I have worked in.

    The ideal practice is for every sales rep to target a minimum number of JUMP aquisitions every month. We must mention JUMP to every eligible customer and isn’t a required feature. The idea is that on average, month over month, that the sales rep, if he is good at his job, will hit this goal while having a high customer satisfaction rating.

    With that said, the reality is often much different than what occurs. I’ve worked for the type of manager that is described, telling customers that it is a required feature. I also have seen the sales rep who also arbitrarily add it without mentioning it. The goal itself isn’t the problem though, it’s entirely the management of those sales reps. In the 3 years I’ve worked for TMO, I can honestly say I’ve rarely had a problem hitting this goal, or any of my goals, and have never practiced the affor mentioned “methods”. It comes down to poor management. With that said, there are good sales reps out there, and when you find one, loyalty goes a long way. You can request that rep and refuse to work with those that have been bad for you. Don’t just remember there he bad reps, but the good ones too.

    • Ky

      Thanks for your feedback but I and many of our friends experienced similar situations as mentioned in the article. Specifically, each time we go to the T-mobile store, we ask, “I DO NOT WANT JUMP” sure enough even after the t-mobile rep reassure us “FOR SURE WE WON”T BE ENROLLED” when we get home, a text alert appear that we are enrolled. This is not a one time “ooops” mistake, its a systematic scam. Yes, it could be cancelled manually by calling the 1-800 number, but many customers will not catch this until months later. Some reps even tell you yeah, if our “Systems” sign you up, you can always cancel – as if they know they will send us home knowing it will be added to the account but they will look good to their managers. Another important fact is none of the documents we received when we walk out of the store showed we have signed up for anything other than purchasing the handset. Employees caught doing this must be fired, otherwise, T-mobile is culpable.

      Specially, every time we purchased handsets (12 to date) at this store we have had this issue:

      T-Mobile San Diego
      5504 Balboa Ave
      San Diego, CA 92111

      I am a huge T-mobile fan, but T-mobile deserved to have a Class Action Lawsuit over this deceptive practice.

  • Preston

    Oh people. Shut the hell up. I work for tmobile as a sales rep and know EXACTLY what we’re all going through. Yes we have quotas. YES we are ‘enforced’ to add JUMP for EVERYONE. YES we can ultimately get fired if our percentage rates arent high enough. But come the hell on, none of that REQUIRES US TO SLAM JUMP…. Please.

    If you’re having that many issues and your main problem is the ‘low priced phones on EIP’, you should be a better salesmen and tell them to just buy the phone outright. It’s only $100 right? I mean, you said it yourself.

    For all of you who claim your managers are FORCING you to add JUMP, for f*cks sake, report his ass. I cant stand the corrupt managers in this company and I will and have called them out for stupid practices in the store. I’m a human just like the person I’m selling to. I’m not going to f*ck them over and slam them with things they dont need.

    • TheRepoMan

      The problem is if you try to report a DM or above, they spin the story back on to you, the store manager. HR knows what’s going on, and it goes from Sr. VPs to DMs. I made an effort to report a district manager for telling us to walk customers if they didn’t want jump or data. Managers are replaceable, though. We’re just spokes on a wheel. So, when the mob (HR and the leadership team) get together, they ensure everything falls on the manager who is trying to make things right. On the flip side, the same district managers will allow a manager to take one of his part timers and her kids to Florida for a week, unpunished. As long as the money train is good, you’re untouchable. Integrity is a joke in this company. At least, in the market I was in before I resigned.

  • Charlie

    I think this practice is common on TMobile. I was after 4 lines, $100. I allowed the salesman to boost data on the lines (I knew he did it), and stepped it back down at home, online immediately. It was easier to get out of the store that way.

    The second point was a phone purchase I intended to buy outright. The process was going slow, and I didn’t pay attention when the salesman put it on EIP. The next bill, I found the $10 insurance charge, paid off the phone immediately and cancelled the insurance. Had I not been in a hurry to get out of the store…

    So I’ve been pushed into more purchases than I wanted each time I enter a TMobile store. Many years on Verizon (8 smart phones, 3 flip phones, 5 lines in the end) … I don’t think I had anything tacked on like that. Then again, it cost more than twice as much…

    • Preston

      The practice of ‘bundling’ is known and works well. If a customer comes in and wants 4 lines and wants you to tell them how much it is. It’s taught to us to bundle and say “140+” and then mention for that cost you get all the benefits of tmobile and insurance.

  • Tmolife

    As a former tmo employee I can say that this problem sits entirely on managers and their upper management. Sales associates are constantly being ridiculed if their customers do not leave the store with jump or data. The stores have charts in their back rooms displaying everyone’s jump percentage to mock those with low percentages. If a customer comes in and wants two lines for $80 with only 1gb and no jump with phones on EIP, your manager will make you go back out and talk to the customer and try and “pursuade” them against the plan they came in for. He will not allow you to get their phones from the back until you have tried to shove data so much down their throat that they become uncomfortable. Same goes with accessories. This is not entirely the store managers fault, they receive EXTREME pressure from their district managers.

    • drivethruboy168

      Sounds like your previous manager had hired the wrong people. The point is, your job was to build a relationship with your customer, ask what they are using the phone for, data, text etc. After you’ve gone over all that and you discover that they use YouTube, instagram, Facebook whatever, you recommend a plan to them. Show them, look you are doing this on your phone which consumes this much data, you also told me you’ve broken your phone in the past, but you also want the new iPhone or Galaxy phone when it come out, I recommend this that and this which will be X amount per month with the phone you chose total it will be X amount. If you have managed to build rapport and trust with your customer, they can tell you are being genuine with your recommendation and know it’s to benefit them and not your pocket. The problem is, is that sales associate anywhere forgot how to sell. You resort to do force add ons rather that give the actual benefit to your customer and why they would need it.

      • g

        What store do you work at?

  • Matthew Mueller

    This is precisely why I tend to purchase phones and plans online. I am not pressured to purchase unnecessary bundles or features and can patiently and carefully assess what I need.

  • CashmereEsquire

    This literally happened to me 3 times in a row and I removed the insurance each time.

  • Adrayven

    Lots of alternatives to Jump! now.

    Apple has AppleCare+ and SquareTrade is great for both iPhone and Android devices.. SquareTrade is good and also does accidental like AppleCare+. Both for flat fee of $99 (2 years), which far better than the ongoing charge of $10/12months ($120).

    To many who don’t upgrade…. every….single…year… Jump doesn’t make sense.. much better off going with SquareTrade with Android devices or AppleCare+ if it’s an iPhone. Either way, you’re covered for 2 years with both plans.

    • Daniel

      There are some disadvantages to SquareTrade that should be considered when choosing. For starters, they don’t cover lost or stolen. As for their repair/replacement process, it’s not very convenient. If I’m not mistaken, for every claim you submit they deduct the cost of the repairs from the overall covered amount. For instance, if you purchase a plan that covers $600 and you need a repair that costs $200 you now have $400 left on your policy. Also, while your phone is being repaired you are stuck without a phone. Now don’t get me wrong, they do have their advantages. Their deductible is about half the price of most carriers and it can work out to be cheaper over a 2 year period. I say can because if your phone breaks after two months you’ve only paid $20 with JUMP, but with SquareTrade you paid the entire of cost of the plan up front. One thing I absolutely hate about carrier insurance is you can pretty much bet that your getting a refurb. With SquareTrade, if your phone can’t be repaired they reimburse you the cost of the phone. So basically I’m saying assess all options and choose which one best suits your situation.

  • Worker

    Here is the problem. Markets and incomes vary. I could probably sell more JUMP to a customer in a high income area than in our low income area where $100 phones leave like water from a waterfall. The reality is we are expected to hit JUMP targets and our associates are also expected to hit their targets. If they don’t then they are held accountable. It is what it is. Retail has been this way for as long as I have worked in it.

    In a perfect World High income areas would offset low income areas and the average would be 80-85% but every store regardless of market or demographics are held to the same standards. Some stores come out as rock stars and others as slackers.

    We are trained to manage behaviors. The argument is if we effectively manage behaviors we will hit 85%. Well I am not sure how it is possible to project that number by managing behaviors since there isnt a math problem that can lead to that number using behaviors as a number but I leave you to draw your own conclusions.

    • Worker

      Also “paid” data is starting to be tracked again so expect similar behaviors to surface for customers looking for 4 for $100. Again told to manage behaviors and that at least 1 in four people need paid data.

  • daniel

    I am a huge T-Mobile fan, but this practice must stop. I didn’t realize it was such a wide spread issue until I read all the comments from both customers and employees. Though employees should be required to strongly incourage customers to get JUMP and larger data buckets, it should not be forced on customers. That’s just my opinion.

    • Worker

      So what happens when they “strongly urge” customers to get JUMP and they don’t? Do they get a nice try Johnny from upper management? No the company is still for profit and has a board of directors to answer to. If they can’t sell the feature the company will find soneone who can. Plain and simple.

      • philyew

        You’re still talking about selling to the customer, not sliding it onto the service schedule secretly.

        Others have said that, if everyone tried to do it legitimately, the take-up rate would be down around 50%. Well, so be it. If those rates drop, then they either have to fire too many people to be operational, or the targets have to reduce.

      • daniel

        I understand your point. I also know T-Mobile is not the only carrier that does it. But if T-Mobile advertises four lines for $100, customers should be able get that without being forced into getting larger data buckets that they can’t afford or don’t need. Also their are stories in the comments that the sales reps assured the customer they would not be enrolled in JUMP and later they found out they had been enrolled. Dishonesty is something that should not be tolerated. There has to be a better way.

    • Paul

      Keep in mind that this happens with all carriers as well.

  • Paul

    T-Mobile systems send a text message if changes are made to your account or a feature has been added. Let’s not get ridiculous here.

    • Guest

      Wow.. how many comments have you made on this story? It obviously struck a nerve. Maybe you should channel all that energy toward convincing T-Mobile to change the practice rather than trying to defend them so much.

      • Chris

        Thing is, this isn’t a nationwide T-mobile practice. So convincing T-mobile to “change” a practice that not everyone does is ridiculous just like OP suggested.

      • gmo8492

        This has to do with rogue employees and managers not following company policy. It’s not something that every T-Mobile employee is suppose to do.

        • TheRepoMan

          You mean rogue market managers up to VPs. Our directive to force add ons or walk came straight from our market manager’s mouth.

      • Paul

        struck a nerve? Do you see any exclamatory marks on my comment? Calm down. Again, all customers receive a notification if changes are made to their account. No one can add something without the customer knowing.

  • Amy

    I had a similarly shady thing happen to me when I went to a Tmobile store to get help transferring my information to my iPhone 6 that I ordered online. The sales rep looked up our account by number, and said that he could get me a really great deal on some accessories, since we had been with Tmobile for such a long time (since pre-Voice Stream days).

    I like deals, and needed a new case, so I said yes. I wound up waiting for thirty minutes while he bounced around helping a few other people before he could ring me up. It was beyond annoying that his 2/$7 deal on cases was really him trying to get me to sign an EIP for accessories. I told him I absolutely did not want to finance a phone case, and paid outright before leaving. He then asked me to fill out a survey when he handed me my receipt. *headdesk*

    I have similar issues trying to make sales reps understand that I won’t be financing my phone via EIP, and will, in fact, be paying the full purchase price at time of sale. Lately though, all of my locations have been so understaffed that getting a simple SIM Card change takes an hour because they’re all helping multiple people at the same time.

    • tmo_rep

      I don’t understand how this relates to this topic?? Besides the fact that it took a long time, it appears the rep was doing his/her job. The issue being discussed is JUMP being added without the customer’s consent.

  • golemB

    Sounds like a perfect issue for the FTC to get involved in, or state AGs, or class action lawyers…

  • golemB

    John Legere keeps talking about how he answers every tweet on Twitter. Everyone who posted about this here should tweet it to him!

  • Chris

    Those managers need to be reported or something.
    I’ve been using EIP since it’s inception and two stores I always go to are really good to work with. They ask if I want JUMP and then I’ll just tell them “No” and then all is well and life moves on. I have 7 lines on my account now so EIP is our friend when we need to lol. But most of the time I try to get cheaper phones outside and just BYOD.

  • tmo manager

    The pressure does at a regional level on down. At my store we utilize incentive trial periods if a customer is resistant to jump or data.
    There is never a case in my store of someone getting blindsided. If a customer ever seems surprised by a feature, it is almost always a case of a customer not paying attention to service details because they are to focused on getting their new phone out the door, or they don’t understand the breakdown of the bundle they are presented with

  • Alex Zapata

    This happened to my dad when he bought his Lumia 521. They slipped JUMP! onto his line, and I had him call customer service the moment we left the store to remove it.

  • This is why I buy on eBay. I’m not stuck with a contract or dealing with a sales rep. If I have an issue I call in to resolve it. For about 2 years now the sales reps in-store have become like the old kiosk employees trying to sell and sneak everything onto your bill. What’s bad is that this practice is technically illegal and is covered under the FCC rules as “Cramming”. In the end,its gonna bite T-Mobile in the butt,and no one is gonna have any sympathy.

  • a nexus 5 user

    T mobile knows about it .how else do you get the solutions team to work on your account and the tech team and they tell you ,you have to upgrade cause there are issues with your phone and force you to upgrade over 3 times in one year the stores sometimes sale you phones that already have issues so that they will say its nothing wrong under buyer remorse then when its over they admit something wrong with your phone.

  • rbaggio00

    guys relax this happens with every company its about making sales, Reps get paid on how many add-ons they sell, the reps does this on his/her own. but because T-mobile is kicking some ass they have to find a way to bring them down.some people were paid by the big 2 to say stupid stuff.

  • Jeremy

    Many customers have no idea whats been adding to the bill or not. Do your research people. This is reason why not do business in person with cable, insurance or cell phone companies.

  • RLB63

    I got a signal booster and they automatically changed me to electronic billing with out telling me. Found out when I got the text message

  • CJ

    I would say No WiFI calling on the IPhone 5 is forced “Jump!”

    • Red5

      I would say that you’re an idiot because the iPhone 5 lacks the required hardware to utilize it.

      • CJ

        Wow that’s rude – Tell me the difference between the IPhone 5c and IPhone 5. Also, I was told by T-Mobile that IPhone 5 has the required hardware and that It would have it. You do not need to call people idiots. Also, the phone is not that old, some of us do not want to spend 700 dollars every year. I need wifi calling because I have 1 bar at my home and I live in Chicago.

        • Michael

          To get Wi-Fi calling, you have to update the phone to iOS 8 or newer.

        • CJ

          it is updated 8.0 release 2

        • Scoop003

          If you have 1 bar, you could try the signal booster

        • msohail

          Upgrade to a phone that supports WiFi calling .. its not that complicated.

        • Red5

          No one is forcing you to upgrade just because wifi calling isn’t included. You have a now two year old phone that happens to not be updated to the most recent hardware – I know weird right…. If you want the newest hardware, pony up the cash my friend. Not everything in life is free.

      • Bart

        Didn’t the iOS 8 beta include wifi calling on the iPhone 5? Or am I mistaken?

  • Alex v

    This happened to me when I upgraded to the iPhone 6 I told the rep I did not want jump so when I left the store I received a text message saying welcome to tmobile etc ..then I also received a welcome to jump message, I was like what? So I called the store and I asked him if he could take it off… he said he was sorry that it automatically adds jump when you purchase a new phone or something , but he ended up taking it off. my only gripe was the it was on there even after I said I didn’t want it, so maybe he forgot to take it off or they do add it to every phone automatically even if the rep takes it off in their end …so who knows what goes on. Same thing happened when my mom got a new line and got a mid range Samsung phone, we said we didn’t want jump since it was a cheaper phone, and once I went online to check the account…there it was jump! So I had to call customer care and had them remove it. That’s why when I got my iPhone 6, I told him no jump, and it was still on there. They really want phones on jump.

    • Niborz

      It is not automatically added, they push all the sales rep to add it because at the end of the day it is all about numbers.

  • eneka

    I’ve always gotten better service at individual dealers compared to corporate stores. Sure they have nice displays and phone to play with and what not, but man the people there are god awful. When I went to add another line onto my account, not only did I have to pay for a sim card, but they also said that because I was using a smartphone I needed to add a data plan. I just wanted to get it don’t so after a bit of arguing I said forget it and let him activate my new line. After everything was done, I called 611 right then and there and had the extra data removed from the line right in front of him. My local dealer which I went to when I needed to add another line did it for me within 10 minutes and didn’t even charge for a sim card.

    A lot of these small dealers work by word of mouth and providing good service, corporate stores are able to have a nice storefront to lure people in.

    Another time was when I needed a nanosim prepaid kit for my friend. We already decided we wanted the $30 5gb data plan but the problem was that walmart/target didn’t have the nano sim so we headed to the T-Mobile store and man that was the wrong choice. Tried to get him to signup for post pay when we clearly told him we just wanted a prepaid sim kit. and it went on and on. Finally he gave us a sim..which didn’t have a activation code so it was pretty much useless since you couldn’t activate it online.

    • Jesse

      you can still t-mobile prepaid customer care and they can activate that sim card with the Walmart plan. Unfortunately the walmart plan can be done at walmart or over the phone. No retail stores have access to that specific plan. You can also do it online.

  • C Bell

    This is why my preference is to order online.

    Experiences of T Mobile stores

    1. Ordering an iPhone 5c. Guy says 2.5GB is minimum T-Mobile will sell on an iPhone, and states the jump will drop off after a month. This not sounding right, I call customer service, who were able to drop the data down and cancel the jump. (Which would of continued to renew otherwise)

    2. Ordering an iPad. Online was having issues, and as needed it fairly quickly decided to try the store. Tell the guy I do not want jump. He states that he needs jump to activate the service, but will remove it afterwards. Does a few clicks afterwards and tells me it’s removed. Checking online afterwards, Jump is still there, so have to call into customer service, complain and have it removed.

    3. Adding another line. Needed SIM card, quick, so go to a store. Customer Rep never asks how much data I need, and presents printout with additional $10 charge for the 2.5GBs. When I state I only wanted the base 1GB, informed this was what the system auto approved and that I’d need to call into customer service to drop it back down.

    So as you can see, every time, the T Mobile store has not done deal that I came in needing, and every time I’ve then spend further of T Mobiles services and my own time calling customer support getting things resolved afterwards.

    Which goes back to my initial point, and unfortunate conclusion which is to order online if you don’t want to go through the games.

    • Jay Holm

      Last year I preordered my S4 through T-Mobile customer service, I was a brand new customer at the time.

    • dtam

      maybe it’s like Comcrap where you have to tell them you’re recording this conversation before they actually follow through

    • Scoop003

      I posted above, but just to reiterate, these aren’t T-Mobile corporately owned stores. Most states have T-Mobile branded stores, but are ran by a third party, known as an authorized retailer. They’re the ones that force these horrible, dishonest, and unethical sales tactics. T-Mobile needs to move to rebrand these stores as authorized retailers, so as to avoid ruining their reputation.

      • NomoTmorep

        As a former Corporate store sales rep, I can honestly say this is definitely happening in T-mobile corporate stores as well. I have been in those meetings where your Manager is giving you tips to “sneak” attachments on. Its just the way they do business.

        • TheRepoMan

          Agreed. It’s honestly worse in the Corporate channel. You’re told to lie and chest. With no remorse.


      The 2.5 Gb is free with current promotions don’t understand why you would go down to 1gb when either choice is at no cost ?

  • randomnerd_number38

    Since I work in a call center and understand the “numbers game,” I always just let them add on JUMP when I go into the store. Sure pal, I don’t mind, you get to say you had another JUMP sale and I just spend a couple extra minutes calling in to take it off later. No biggie, and everyone’s happy.

    But is the goal on JUMP additions actually at 85%? If it is, then I’m sorry, but T-Mobile’s policies are what’s driving this dishonesty. Let’s be real here, if you’re gonna get fired unless your “JUMP add” number is at 85%, then you’re gonna make sure that number is at 85% or higher. Even honest salespeople are gonna sneak these features on if their livelihood is at stake. They’ll feel bad, but having food on the table for their children will be enough for them to accept the relatively minor affront to their conscience. And there’s the real problem. The policies push employees to do it. Dishonest people are gonna be dishonest regardless, but if your policies push normally honest people to do dishonest things, then it’s time to change the policy.

    • Scoop003

      I just posted above, but the truth is, most of the stores in America for T-Mobile are not tmobile corporately owned, they’re owned by another company (I can’t think of their name at the moment). So the 85% mark is set by them, not T-Mobile.

      • Niborz

        85% is set by T-Mobile which authorized retailers follow. I know I worked at a corporate location

      • randomnerd_number38

        I’ve seen these stores before, and unless a person specifically asks an employee, there’s no way to tell if a given store is run by a 3rd – party or T-Mobile. So while I respect your point, I would argue that regardless of who set the policy, it’s still T-Mobile’s name at stake, and ultimately T-Mobile’s problem to fix.

        • Scoop003

          And that’s why, in my post, I suggested they label them authorized retailers

        • 21stNow

          There should be a sign on the window of the store that says if it is run by another company. I’ve seen that at all of the non-corporate T-Mobile branded stores that I’ve been to.

        • randomnerd_number38

          I’ll have to keep an eye out for the signs at the two stores around here that I know of then, I don’t recall seeing a notice like that but I wasn’t looking for it.

        • 21stNow

          Yeah, you have to look for it. It’s usually white lettering painted on one of the windows near the door. It can blend in with the store hours if you aren’t really looking for it.

      • Rdaex

        All kinds of incorrect. There are more COR stores than indirect.
        There are MULTIPLE indirect retailers for tmobile, not just one.
        The 85% target is INDEED corporate TMO target.

    • x646x

      To add insult to injury is how crappy the entire sales/ordering process is via T-mobile. Never thought anyone could beat AT&T at this until I joined tmobile and attempted to order various phones over a few weeks.

  • fechhelm

    I purchased a new LG G2 some months back. Paid in full in cash at the time of sale. JUMP was never mentioned, why would it for that type of purchase. Next bill shows I’m in JUMP. I removed it immediately.

    • John

      That’s impossible jump cannot be added to phone that is paid in full you are lying fechelm
      You don’t have to lie so you can be included with this post

      • hieuman

        Sorry John, but you’re wrong. I purchased a Nexus 5 during the Blackberry $200 trade-in period, and the shady associate added Jump on it even though I paid for in in full.

        • Charles

          Hieuman it will not give you the option to add the feature if you click that customers are buying it in full I’ve been a rep for five years John is correct

        • hieuman

          Well, I guess he phantom added it somehow, because not only did I request for no Jump, but I had it on my bill and had to call in to remove it. The dude found a way.

      • fechhelm

        I guarantee you it was added to a phone paid in full. I’m looking at the bill from July right now. Under equipment it says JUMP! 2 Bundle. I was charged for it and had to physically remove the service online myself. Thanks for being so concerned about the legitimacy of my comment but John you’re lying.

  • Dark enV

    The sad thing is the store reps don’t even seem to know the products that well. I went in there the other day just ask basic questions and a lady was trying to find a new phone to get, the representative with her and had no clue about any of the phones or what they did. Me being a tech junkie and knowing everything about all the phones kind of butted in and helped the lady purchase a phone. I should’ve asked for some commission lol

    • carcomptoy

      That’s why I generally hate going to the stores. It’s a surefire way to get my blood boiling hearing all the misinformation and ignorance. You’re a sales rep…know what you’re selling!

  • Scoop003

    The sad thing is, most of the retail stores in the United States for T-Mobile aren’t T-Mobile corporately owned and operated stores. They’re owned and ran by a different company under the T-Mobile name. I know this, because I applied to work for them. They denied me because, “I wasn’t greedy enough.” That told me everything I needed to know about the company. Tmobile needs to do what Verizon and AT&T did, and brand these stores as authorized retailers, that way people don’t think they’re corporate stores.

    • 21stNow

      You can determine which stores are corporate stores by going to the store locator on T-Mobile’s website. There are corporate stores that have shady practices, too.

      • Scoop003

        Yeah, unfortunately, there are none in Idaho for me to go to. I just looked it up though. Most of the stores are ran by Express Locations. They’re who I applied with, and got denied because I wasn’t greedy enough, despite my impeccable sales numbers selling for AT&T.

        • Douglasss

          Yeah because they told you in your face that you didn’t get the job because you aren’t greedy enough. Really?

        • CalicoKJ

          Having one of these “Express Locations” store in my area, I can believe him.

    • TS50

      When i worked for T-Mobile, the corporate stores were the worst at these practices.

      • Scoop003

        I’ve only dealt with the corporate store in Eugene when I lived there. Never had any problems with them. The ones here in Boise though are horrible. There’s only 1 store here that I’ll go to, and that’s because they’ll actually take care of any problems I have because they know I give them a lot of business. I’ve jumped 3 times since last August, and will probably do so again for the new nexus when it comes out. That’s just on my line. I have 5 lines and 2 tablets, and all 5 lines have jumped at least once. And they know that as long as they continue to give me good service, I’ll keep coming back.

        • Niborz

          I do agree authorized retailers are worse, but many times Corporate stores are just as shady or worse.

    • Guest

      The T-Mobile authorized retailer by me never pressures me and actually took the time to explain what JUMP offers. Also they never rush me out and always take care of my problems they even take time to fix my phone not just send me out and tell me to call tech support like the corporate stores do. I will only shop at the authorized retailer by me. I know not all authorized retailer are the same but they have to pay rent so they have to keep the customers happy.

    • Guest

      That’s note quite true, over 2000 of the stores are ran by TMO corporate and there are about 1200 branded retailer stores.

  • Tmorep

    It’s all about the quotas.. Plain and simple sucks haven’t lie to customers telling them they can’t get the $50 plan cause if I do I get in trouble and get written up for my data number… Jump needs to be on every fone. This is what my boss said “tmobile is getting ppl in the door ur job is to up sell” if I can’t up sell I get written up for not hitting the quota… Tmobile needs to not have the quota or be more realistic on the quota… I understand u want to up sell… Life of a tmobile rep. I’m so happy for u writting this article bc with someone with morals kills me to have to lie to a little old lady that she needs the 60 plan and needs to either buy a phone full price or buy a smart fone and break it up and get jump… Kills me everytime. I hope something gets done.

    • Guest


  • Joe College

    JUMP is bundled with INSURANCE you can’t do business at TMO without JUMP if you planning on upgrading your phone. I like the JUMP part but not the forced insurance.

    • xmiro

      jump is optional

  • S. Ali

    All mobile stores do this, they tack on a bunch of add-ons because you won’t come all the way back to the store just to complain. Its part of the commission culture at some stores.

  • terrence

    Upgraded wife’s phone a couple of weeks ago. Found out they forced her line onto JUMP. Upgraded my phone last week. Same thing. Two different lines, two different stores. Really like T-Mobile but didn’t love this move. Although it was easy to remove the JUMP programs online. So, bad taste in mouth but certainly not leaving to go back to AT&T. Still too many positives with Tmo.

  • zeiferx

    im sorry but its not only the tricks to get you to pay more if you really dont know what you want when you go in to the store its also the level of miss information and Crap giving to people when they are having issues either with service or devices they got recently.
    the biggest BS of them all comes from a service Tmobile is pushing out strong WIFI CALLING, ive seen the associates still to this day blame the service for device issues and make customers go back just to try what they just did.
    Tmo needs to come down strong on their stores, their policies and the way business is conducted there and also make them put the time into learning what they are selling to the customers before they sell it,.
    if their in store service was as good as on phone support they will probably be even better.

  • David Lebron

    As a former sales rep, and current store operations associate, T-Mobile DOES push these practices on associates. It directly comes from our managers, who get the order from their district managers, who get the orders from their regional managers, who get the orders from higher on up etc. The sales trainings and videos all encourage “bundling” which is a sneaky way to trick customers into getting things they don’t need. There’s sales tactics such as feature, benefit which try to persuade customers to attach features to their plan that they don’t initially want. It should be known that these added features do not ALWAYS benefit the employee in a monetary form. They are metrics that they “must” hit if they want to continue to work for the company. Honestly, these tactics disgust me, and as a rep, I never practiced them – which put me in a bad relationship with management, and more specifically, my district manager. This is part of the reason why I hated my job and was eager to transfer to another storewhere THE SAME EXACT METHODS ARE EMPLOYED AND ENCOURAGED. People are fired all the time for NOT attaching these metrics, it’s very sad. The only way to fix this problem is by changing the system to one like you mentioned, Cam – bonuses paid for customer satisfaction. It should be said that all retail environments that pay commission have very similar sales tactics and metrics.

  • Jonathan

    I guess all carriers are the same in this way. I worked at att and they would force us to add stupid features on customers account. Came from upper management. They would promote the ones that would be the sneakiest at it that customers wouldn’t catch on. Att is a horrible company. My friends who still work there until this day still have to add stuff on to keep their jobs. It’s a terrible industry to work in.

  • Sean

    I used to work at a T-Mobile corporate store (quit early September 2014), and my old management team went much farther than just adding JUMP against the wishes of customers. For example, when accessories became available to pay on EIP, my sales lead told the reps that we couldn’t let a customer walk out with any Galaxy smartphone that didn’t have a Gear 2 Neo on EIP attached to it. To make matters more confusing, they tried covering up the regular sales price signs of the Galaxy phones with a sign bundling the Galaxy phone and watch together (e.g. the regular Galaxy S 5 sign would say $25.40/mo and the management covered it with something saying $33.73/mo, which was the price of a Gear and S 5 together). Some stores are worse than others…

    • Guest

      the smart reps unlike you must have made mad money!

      • Sean

        Doesn’t make me any less smart than anyone else just because I didn’t add features behind customers’ backs. But you go ahead and keep thinking that. Also, I made pretty decent money for working in a pretty high-volume location.

    • Singleweird

      if you advertise a gear and a galaxy at 33month and then sell that to someone, there are no lies here

  • Marcus

    It’s illegal to sell insurance without providing the terms and conditions and obtaining the customers acknowledgement of said terms and conditions at the time of sale. FTC can penalize those who fail to comply $50,000 per infraction.

    • You are an idiot

      STFU dude!

  • Greg Malinao

    My dad broke his Samsung S2 about a month ago and went into t-mobile to put in claim, pay deductible and get a replacement phone. Unfortunately I wasn’t able to go with him when this happened and he t-mobile rep told him since the phone was over 2 years old, they didn’t have any in replacements of that same type and he would have to purchase a new phone instead. So they conned him into buying a Note3 since he would only have to pay taxes instead of forking out $100 for a standard basic phone.

    But from what I understand, if we have insurance on a phone and that phone has been EOL’ed, the next closest model should be offered as a replacement. Something like the S3 or S4? He shouldn’t have been mislead to believe he had to buy a new phone or be out of a phone completely.

    If what the employee told him was true, why charge me for insurance on a phone that is no longer able to be replaced? Girl was flay out lying to his face. They are supposed to help the customer, give them all the options and allow them to make their own decision. He was pressured into buying something because he didn’t see another option.

    He is happy with his phone and was excited about an upgrade so in the end all is good. But I was very upset that he wasn’t told his options. He kind of got overwhelmed and just needed a working phone. Note 3 is a great phone, and he is happy with the new purchase, but the sales rep methods really upset me.

    • archerian

      entrapment, that’s So-Carrier of T-mobile now… T-mobile becomes all clean and pure while its front line employees get pressured into scams and fraud.

    • Singleweird

      ill start by enlightening you that tmobile is not the only company in the world that sells people things. you’re on tmo news. the S2 still has replacements available, so that wasn’t the issue. that rep lied, and you should go to his store and demand the contact information of the district manager for that area and have him fired. unacceptable.

    • JE_25

      It’s not next closet model as in s4, it is “comparable” model. It doesn’t have to be same brand. The insurances companies definition of “comparable” is a joke. I usually is a few levels worse than your phone but “technically” new.

  • T-monkey

    Tmobile Store Manager here. I can’t say enough of how hard we get pushed to add things like JUMP or more data to customers for the sole purpose of making the metrics look better for my district manager. This has been an ongoing issue and it pains me, when I add on jump and lie to people straight to there faces. You have to understand this is coming from a chain of command and that us behind the counter don’t care what you want, we’ll try to help you out the best we can! However, when we’re getting pushed to up sell on JUMP, Data, accessories, and other bullshit we’re really just doing it for our own lively-hood. Besides, sometimes giving people insurances comes in handy to those people who break it, and then come to the store and say “Hey my phone is broken and I’m financing it $29/24 months do I still have to pay it?” I don’t think this will end tho, T-mobile and every other company makes money this way.

    • lcg1519

      T-Mobile RAM here…you sir or madam should be fired on the spot. Blaming unethical behaviors on sales quota pressure is fucking bullshit. Teach your reps how to sell it properly. Let me be clear…YOU ARE THE PROBLEM…. Cut that shit out.

      If you fail to meet your quota, you should be able to speak to your reps behaviors. There will be times when we don’t hit numbers, but if you’re properly coaching your reps, you can speak WITH CONFIDENCE on their behaviors. And if you continue to fail to meet your quota, maybe it is you sir or madam who needs to be coached out of the business.

      Get your shit together! If you need help, just ask, I’m just an email away.

    • Tmobile DM

      I’d fire you if I was your DM! :) It’s a shame that you are an RSM and you feel this way. Why do you even work there!!!! It’s people like you who don’t know how to sell or train your staff properly is why tmo has this issue.

      • Singleweird

        so true.

      • kreeez


      • T-Monkey

        You have to understand, where I work I have my DM and my RM telling us, we can’t sell a single iphone 6 or 6+ without data and jump or we’ll get written up and or terminated. T-Mobile is a different company when it comes to management.

        • Singleweird

          ok your DM needs to be reported, your market sounds like an absolute mess. go in your breakroom and look at the ethics poster and call them immediately. wake up and realize that they could never fire you for that. how you became an RSM i will never know.

        • T-monkey

          Your’re a moron. It doesn’t just go up to my DM it goes to my Regional Manager and as much as you sit behind your computer and spat out these ludicrous insults, it won’t change anything. Its how this company works. You probally have a fair and honest DM and RM, but where I am we don’t and people have been fired for not having the correct metrics. I’ve seen some good honest people leave and its sad. However I dont have a choice of ratting out my DM/RM. While your’re sitting in a no walk-in market, we’re in a highly competitive market and everything counts.

        • JH

          Not sure what planet the guy above is from, but this is pretty much standard across the industry, not just at T-Mobile. Corporate knows *exactly* what they’re doing when they incentivize certain metrics, and all levels of management know how to pass that kind of pressure down the chain to the employees on the ground. This is also, incidentally, why you can’t get help with issues when you go into a store. They’re your best friends until they realize you want some help but aren’t going to buy anything. Then they tell you to go home and call customer service, even though they know perfectly well how to fix your problem. Because if any of them is stupid enough to actually help you, other sales reps in the same store will be pouncing on the next new activation that walks through the door, while they’re busy helping you.

          The only way to change this is to drastically change the way sales performance is measured and rewarded, but T-Mobile is afraid that if they do that it will hurt their sales. Because if it’s “working” for the other Big Three carriers, clearly it’s the only way to do business. You really want to go Un-Carrier, Legere? Ditch commissions and start bonusing based on things like tenure and long-term customer satisfaction.

        • JH

          The worst thing about these corporate policies is they encourage fraud with a wink and a nod, and then when an employee gets busted doing what corporate is essentially forcing them to do, they pretend to be surprised and throw the employee under the bus. It’s a win-win for corporate: all the profits from shady practices, but the employees bear all the risk when it’s found out.

        • TheRepoMan


        • nomortmo

          Reporting the dm thats funny! I will tell you that most of the houston markets function like this all dms force this practice down rsms throats actually what they tell them is you need to meet this goal no matter what. So then your rsm comes to you and says you better add it on there no matter what. dms dont give a s… esp when they come in to your store and be little you constantly

      • TheRepoMan

        That’s the problem. The DM and above is in on the game, and they ‘get their ducks in a row’ before they are approached or when complaints flood human resources. In turn, the stories and and blame get flipped on managers. Managers will go before DMs. I’ve seen 4 managers martyred over the past year for trying to right the system.

    • Singleweird

      1. delete this post. right now.
      2. i work for tmobile as well and no one at my store HAS EVER or WILL EVER lie to any customers face, at any time. we would be immediately fired at the first accusation, because my manager doesn’t stand for that. to be honest, its managers that let reps lie to fulfil metrics that are the problem. check yourself man.

      • kreeez


      • kreeez


      • nomoretmo

        Former tmo employee here, EVER ONE in my store and my market was taught to do the same thing. Just add it tell them it’s automatic don’t give them a choice etc. So to the manager up above I’m with u 100% bc I know for a fact it was going on in my market. I am so glad I no longer work there! I got in trouble bc I felt bad to lie to customers!

      • TheRepoMan

        Former manager here. I resigned due to being told to run a fraudulent business and being told to walk sales unless metrics were attached. WALK GROWTH OPPPORTUNITIES!!! I made human resources aware of the situation, however a kiosk manager against the machine will always lose. Horrible practice that puts unfair stress and extra work (like keeping a notebook filled with logged missed data/jump opportunities to explain to your market manager). It’s a terrible experience for the customer as well, as most customers simply look at us as a service center now. They know our game, so they play to their benefit now.

        And when one brings an issue to HR, it’s the same old, same old, mob mentality. You’ll get pushed out, or they’ll make your life a living hell. If John Legere knew what was really going on in his stores across the country, from managers to VPs, heads would roll.

    • kreeez

      As a TMobile (TPR) RAM, all I can day to this is you should fire yourself. We all get paid the same and at my location, 1852, WE DO NOT TOLERATE THAT. The fact that you seem to practice and condone this is a slap to us who do shit the right way. I keep a 5.6 average VOC, my APK stays above $30, my premium data attachment is above 90% and so is my JUMP. Our service sells itself. Maybe you should have more faith in the product you’re selling and quit worrying about your check. YOUR COMMISSION WILL COME THE BETTER YOU ARE AT SELLING A PRODUCT/SERVICE YOU BELIEVE IN. SMDH

  • Marcus

    Making false claims to sell insurance such as stating it’s required when it is not, is insurance fraud. Someone could easily find themselves serving time as Federal Laws are very strict when it comes to any type of insurance sales, even if it’s just on a phone.

  • Hannover

    Yep, its just retail in general. Maybe T-Mobile could be the only unretail store for the next uncarrier event ? That would be awesome

  • HothTron

    I’m about ready to go back to AT&T honestly. The BS isn’t always pinker on the other side of the wireless fence

  • Shlomo Boukai

    This happened to me when I pre ordered the Samsung Galaxy Note 4. They just informed me that JUMP! was being added on. I just stuck with it because I thought it would be nice until I realized I didn’t need it. Because I have so-so credit, I have to pay half of the cost of the phone upfront when it ships to me and I am trading in my 64GB unlocked iPhone 5S, which will pay for most of the remaining other half. So the upgrade functionality of JUMP! is pointless. I called customer service and they told me that if I wanted, I could just keep the handset protection and Lookout Premium without JUMP! for $2 less a month so I took it. Honestly, I want to drop the handset protection entirely but they told me that if I do that, I could never add it back on so I had to be very careful with that decision. One thing that really irked me was that they started charging me for JUMP! and then for just the handset protection from the moment I made the preorder even though I won’t get the phone until October 17th. I asked if they could delay that charge until the device’s activation and they said they couldn’t. I’m still trying to figure out if I need handset protection or if Samsung’s warranty is good enough.

    • el_perezo

      The hand set protection is for accidental damage,stolen phone etc. I do believe all phones have free one year warranty. Like if your screen stops working or phone software didn’t work you get a hanset replacement. The protection also includes the deductible you have to pay to Assuring too.

      • Shlomo Boukai

        I think the company’s name is Assurant and yeah, that deductible sucks. For the Note 4 it’s $175! It’s for that reason, I’m trying to decide if I really need it or if I can save myself $8 a month.

        • Singleweird

          if you will keep the phone until it dies, keep php. the lifetime warranty will save your butt when the machine inevitably starts doing something manufacturer-related. BOOM, new phone, $5 fee.

  • Doctor Dan

    I used to be a manager for Gamestop, and they had the exact same practices. In our case, it was mainly pre-orders and discount cards they wanted us to sell. The problem was that they were generally bad deals (pre-orders were meaningless on most games as we would get tons of copies, the discount cards were stupidly tied to a gaming magazine subscription and cost way too much money), and it was difficult to hoist these things on people. I got really good at the pitches, because I had to say them in every transaction and make sure all my employees also gave the full pitch in every transaction, but there’s only so many ways to polish a turd.

    Gamestop had hard metrics each store had to hit, and it was very clear that if you didn’t hit those numbers, you’d be fired and they’d bring in someone else (who likely also wouldn’t hit those numbers). As a result, a lot of managers and employees ended up adding little additions to people’s purchases, or would do other unethical things to hit their numbers. I always told my employees never to do this and as long as I worked there I would back them up, and luckily I was running a store that did so much in sales that corporate didn’t want to rock the boat by replacing me if I had bad numbers for a month or two. But people in my district were replaced all the time. All the time! Half for not hitting numbers, the other half for being caught doing shady things to try and hit their numbers.

    It was a wretched place to work and I got out of there as soon as I could, but it’s very difficult to always do the right thing when your job is on the line every single day. It’s a horrible way to run a business and I’m sad to hear that T-Mobile does this as well. Not very “uncarrier” of them at all.

  • John Henry

    “But I also know targets are necessary as a motivation to honest and decent sales people, but also as a measure of performance.”

    Commissions aren’t the only way to pay retail employees. Plenty of successful businesses measure employee performance in other ways.

  • J.J.

    My local store added jump when i came in on launch day for the note 3. Luckily i caught it. He said the system automatically adds jump on upgrades. I told him to automatically take it off now. Sadly i expect this from all sales folks so i stay sharp and informed before i buy anything from a sales person

  • randpost

    I stopped going into retail locations a long time ago. I do my business online and on the phone when online isn’t an option. I have yet to be mishandled by Customer Care, but I am usually informed before I do business. Most T-Mobile stores are a let down in regards to staff and service.

    • HothTron

      T-Mobile/Carriers hate customers like you. Just an FYI

      • hieuman

        FYI, we couldn’t care less if they hate the way in which we go about our business.

        • hieuman

          oooh no, internet tough guy pulling some good old fashion racism. Not surprised.

      • randpost

        I can see in store reps hating me, but not T-Mobile or Carriers. I pay just as much as anyone else and I require less man power and brick and mortar costs to service. I have 5 lines and Jump on 3 lines.

        Your comment isn’t based in reality and shows your ignorance, or you work for a carrier.

        • HothTron

          Exactly. They make ZERO money off you. Your an account receivable, nothing more.

        • randpost

          You are either trolling or you lack the mental capacity to have this conversation. Either way I’m done with you.

        • Singleweird

          im with you. that dude has no brain

        • HothTron

          I’ll just bet you are sweetheart

        • Steven Strain

          if you are an existing customer and pre order the note 4, as I did the least expensive shipping option is $6.99 UPS ground (the slowest).

          New customers get free shipping in 2 to 4 days. The T Mobile rep I chatted with online would not budge.

          Also trading in the phone is somewhat of a hassle seems like they really want me to come in.

        • randpost

          I guess that’s true. If you have had good experiences in retail locations in your area, then there is no reason to avoid them. I pre ordered the Note 4 and had to ask for free shipping to get free shipping. They gave it to me, but depending on the rep they may not. Same goes for free gifts like the free case they gave away with the G3. I had to ask for it since it was only for new lines.

          Still though, my experience is better on the phone and online than in a retail store. I don’t mind the shipping charge or the minor inconveniences I get from avoiding retail locations. My last three retail experiences were fairly bad with T-Mobile but that may just be a management issue at my location.

  • KingCobra

    This is dead on accurate and very true. I worked in T-Mobile retail a while back for a little over a year and regional managers often told us to do these exact things. “No one upgrades without getting JUMP, everyone must buy a case or some type of accessory, no one leaves without taking something higher than the lowest data plan, if they try to say they don’t want it then find a way to make them take it or put it on there anyway, etc”. It feels awkward as an employee and makes for a frustrating experience on the customer. Especially the ones who would come in already knowing exactly which plan and features they wanted. Needless to say I’m happy to be out of retail.

    • TheRepoMan

      I was a manager. The directive came straight from my boss. Metrics or walk the sale. Right fit shareholders, not customers. “If they want to play our game in our house, then they play by our rules.” If you approach HR, they’re already in the know over the racket, and you will be vilified.

      So many walked sales. So much growth lost. So many great employees lost. It’s very unfortunate the old T-Mobile leadership who is still around won’t wake up to the UNcarrier message.

  • kreeez

    Sad thing is you can see the mentality in all these TMOBILE reps who are commenting just because of the repeated use of the word “customer”. We should treat them and refer to them as “guests”. With the “customer” mentality you’re basically just order takers and cashiers. With the “guest” mentality they are more like friends and family, guests in our home, and you will try harder to do right by them. . . Noticing the changes in them will open doors to pitch then services and products we offer. Believe in what you are doing or go get a job waiting tables.

    • Singleweird

      “clients,” actually.

      • kreeez

        Guest sounds more welcoming, clients sounds too clinical. IJS

    • dictionarydotcom


      1.a person who spends some time at another person’s home in some social activity, as a visit, dinner, or party.
      a person who receives the hospitality of a club, a city, or the like.
      a person who patronizes a hotel, restaurant, etc., for the lodging,food, or entertainment it provides.
      an often well-known person invited to participate or perform in aregular program, series, etc., as a substitute for a regular member oras a special attraction.



      a person who buys

      (informal) a person with whom one has dealings: a cool customer

      • kreeez

        Pretty good that you needed a dictionary to define both words. But like I said it is a mentality. If you treat people like Dollar Signs they are customers and you are a clerk or a cashier. If you treat people like they are your guest, you’re personalizing their experience in you’re store and and they will feel welcomed back. I know what the definition of both is. I’m pretty sure a stock broker would not consider themselves customers. I’m pretty sure drug addicts don’t either. But both buy something from another. IJS.

        • dontworryaboutit

          The fact, those people ARE dollar signs. I work for T-Mobile, and I try to do my best to make the customer happy. But that’s not WHY i’m there. I’m there to make money. I’m a professional salesman, and what i’m going to do is sell everything under the sun. And if you come in with an issue that isn’t going to make me money? Yes, i’m going to be short with you, because you are wasting my time and I need to make more money. I’m not dishonest, but I will use tricks to get you to take things. I don’t just secretly add jump….I add it, and then tell you when you buy a phone, I add it automatically. It’s not a lie. *I* DO add it automatically. You can remove it if you like. Customers also have to understand, the salesmen aren’t there for customer service. Customer service is there for customer service. Salesman are there to sell. That is their job.

  • J.J.

    I know people love jump but it’s a great scheme for tmo. They get at least %50 of msrp back from you before you can jump(i assume they buy the phones much cheaper being a dealer), then when you jump they get the same phone back to resell refurb. Plus the $10 a month to join the program. Win win for them. I opt out, upgrading my phone once a year. Example i put $199 down on my note 3 using money from a sold note 2 which brought eip down to roughly $21/mo. A year later a owed roughly $275 or so i just sold my note 3 bout 3 weeks ago for $450 excellent condition. So i had about $150 profit after paying off note3 eip and after seller fees to put on the preorder of my note 4. I’ve done this with great success for a few years.

    • Singleweird

      almost everything you just said is wrong. please delete your post and stop commenting. thanks.

      • J.J.

        Usually a person who tells someone they are wrong replies with why they believe the person is wrong. Educate me please. Thanks.

        • Singleweird

          “they get at least 50% of msrb back from you befoe you can jump.” thats only with jump 2. most people have jump 1 because it was introduced, and you can jump twice a year whenever. so that would make the minimum msrp 0%. “i assume they buy the phones much cheaper being a dealer.” wrong. carriers make very little money on premium smartphones, especially iphones, where we often lose money. it’s a service business and the phone is just a tool. “then when you jump they get the same phone back to sell refurb.” wrong. we dont sell the phones people jump from, theyre sold to the insurance company to use as warranty exchanges or insurance claims. they start selling refurbs way after the phone is popular, and most phones will not have a refurb option for purchase. 10m includes insurance including losstheft AND water damage, a lifetime warranty, and the yearly trade-in option. its not just one of those. try to beat that price at verizon, good luck. most peopl dont want to sell their phones and squeeze every bit of value out of their cellphones – we provide this program for them. on j2, giving you $300 to give your g3 back in a year is A GREAT DEAL and its difficult to argue that as long as the customer is well-qualified.

        • J.J.

          i am aware of the original jump but one should talk of the policy as it stands today and for the foreseeable future which currently does or will have more people on jump2 .0
          (you work there ,what are the numbers). next you say tmo makes “very little” on premium phones” very little over millions of devices in not very they do sell plenty non premium phones (zte’s,galaxy light,a few cheap lg’s/any alcatel lol). next you say they dont sell them as refurb. ok ok but you say they are “sold” to insurance companies. either way the same phone is resold. next i never said other carriers had a better deal. im aware that the others are copying acts were terrible.(believe it or not i actually like tmobile and have been a “client” for 9 years). i just said that its a win win for tmobile. im not dumping on tmo, just pointing out they make money off of it(which i would hope so since they are a business) and there are alternative ways to upgrade. much Respect to you for what you do and thx for your service at tmobile.

  • gorilla

    Only go to the tmobile store to play with the phones. Do all your businesses online. Workers there are totally unhelpful and tells you to call customer service and they can’t take care of anything anyways.

    • David Doyle

      It really depends on the location. The employees in the one nearest to my house are very helpful.

    • Guest

      Because your handful of poor retail store experience should speak for the thousands of hard working retail reps across the country.

    • Chris

      I agree it may well depend on location. It is certainly independent of company. I have seen shocking, childish behavior from AT&T sales staff and have had to correct staff at my local t-mobile store when I switched 3 lines over a few months ago. As said before, if you want specific recordable customer service with t-mob, I would be inclined to do it online. The store staff are there to sell and no more. I am cool with that except when staff pretend they give a damn

    • Singleweird

      i wonder why we’re #1 in customer satisfaction? weird.

      • gorilla

        It’s the pricing and the services like free international data and text. Definitely nothing to do with the tmobile store or even the customer service reps.

        • Singleweird

          no sir. we were first in wireless customer care. customer care is only one thing.

  • el_perezo

    It’s nice to know that when a long time customer (7years) with 7 lines, goes to a tmobile store to upgrade that they really don’t want to deal with you. Tmobile only looking for the quick buck with new activations.

    • Singleweird

      you don’t know what you’re talking about. upgrades would be the quick buck WAY before any kind of activation.

  • John

    This story has gone over board as this is something that has been going on in sales for years now. Nothing new. When someone is held to some sort of quota they will do what they need to in order to meet their quota and keep their job. As an employee for tmobile I understand this first hand. But as far as living I do not practice. What we are taught to do is bundle. So for example 1 line minimum will be $70 and it will include unlimited talk,text, web (3Gb of 4G) and full coverage for your device. We are not lying to the customer but we are informing them what is included with their services.

    • John


  • el_perezo

    I often though about instead of paying tmobile 10$ every month for insurance, that i set aside sort of a bank account for phone purposes. I deposit the 10 every month in that account for phone insurance purposes if I break phone. That way if you never use it, the money is in your pocket not in tmobiles. Sort of like you your own phone insurance.

    • TMan

      But if you break your $650 iPhone 6 in four months you’ve only got $40 in that bank account. A far cry from what you’d need to replace that phone, not including the fact that you’re still responsible for the rest of the amount owed for the broken phone.

      Insurance makes sense most of the time, even if only for a month. Don’t forget you can remove it whenever you feel it is no longer “cost effective.”

      • el_perezo

        How many people on Craigslist are there now that can fix all that stuff cheaper now a days. I’ve had insurance on my phones since god talked Moses too. I think I’ve used it maybe twice since early 2000’s

      • bob90210

        If you only have no in the bank after buying a $650 then don’t buy the phone. Don’t go broke by buying a phone.

        Also, even if you had insurance you will still be SOL since there’s a $200 deductible and you have no money. You’ll be worse off since you paid for insurance you can’t use and still have no phone.

  • Zach B.

    When I first signed up for TMobile the sales rep put jump on 5 phones and put them all on the 3Gb plan after being told repeatedly not to. This added roughly an additional $100 onto the bill. Thankfully I noticed it fairly quickly and was able to rectify the situation, however it should’ve never happened in the first place. Never had that experience with ATT or Verizon in my years, I’ve actually had some managers do the opposite and had certain features added for a reduced cost, if not for free. It’s bad business policy for TMobile, leaving a sour taste in customers mouths, and their mouths will surely start talking about their experiences with other potential customers. Thankfully you don’t have to deal with swindlers when you shop online! After the initial sign up I’ve never set foot in their stores.

    • Singleweird

      you need to go to that store, ask for the general manager, and publicly explain exactly what happened. like tomorrow.

      • Anon

        Yeah…that doesn’t work……….they don’t care. If you had any inclination to how much this buy back, termination fee reimbursement, and cost structure is destroying T-mobile you would understand why they are forcing the sales team to do this.

        • Singleweird

          yes, they do care, and are closely tracked for this exact reason. the only incentive to this behavior is money. stores’ jump quotas are not difficult to meet. our company is extremely liquid after the AT&T takeover failure and buying contracts is a great investment. furthermore, you don’t understand business. these policies have boosted revenue about 5 billion dollars a year based on this year’s growth. the amount of people grandfathered into jump 1 is not significant to begin with, and is only decreasing. our policies have changed the entire industry and we have benefited greatly from it. tmobile is in a GREAT place.

  • robert

    I hate how i was never told that if i do an early payment on my phone for the sake of paying it off sooner that i would be charged a higher eip on my next bill

    • CRT24

      Not sure where you got this from…..once the eip payment amount is established it will not fluctuate…..if you pay additional to pay your phone off sooner then the amount of time to pay off decreases accordingly but your eip payment most certainly does not increase.

      • robert

        I think it was because i was enrolled in jump, but basicly what happened was i had a left over 28 bucks in credit so i decided to just use that towards the phone i had on eip, my monthly payment was around 24, and when my bill came in i had my regular bill with 28 added right on top. So twice i called them and they said it was because i chose to make an early payment and that the system automatically adds that amount you paid early on top of your next bill and they cant remove it so you have to pay

        • Singleweird

          the charge you saw was probably a place-saver and you were credited invisibly for it. it would take all day to explain the accounting but rest assured you will not overpay.

        • robert

          I know i wasnt overpaying but it was inconvenient for me, like i would have liked to know before i confirmed making an early payment

  • eight7four

    They are so strict on goals now that everyone looks for alternative ways to get you with add ons. Managers preach “bundle” and you get the indirect threats. Sadly, it’s take it or leave it. Glad I left retail for good. My hair is growing back and I’m a lot happier.

  • Sir Phil

    So can you actually sign up for Jump, upgrade your phone, then cancel Jump a month later? If so what keeps you from bouncing on and off jump at will?

    • CRT24

      Because unless there is an approved open enrollment for jump then you cant just add it whenever you choose…..has to be part a qualifying event like when you buy a new phone.

      • Sir Phil

        Ah, I see. I was wondering, I’m sure my recent offer of a free Jump was related to Uncarrier 7. Gotcha. Thanks for clarifying that. Actually free is wrong, unqualified is more like it.

        • CRT24

          Yes there was open enrollment for jump as part of UC7 to allow people to “jump” into a wifi enabled handset if they didn’t currently have one so they could take advantage of the new cellspot to improve coverage via wifi if the need was there.

  • Jose Ramerez

    2 threads on a forum = EVERYONE IS GETTING RIPPED OFF! lulz

  • CRT24

    Look folks…..those that are saying don’t go to a retail store because you will get ripped off are being irresponsible… store does not slam people and most stores do not slam people. But those who say that there is not a push from the top to add jump and additional data are uninformed or simply not being honest. There is absolutely pressure to add jump and additional data to the 4 for 100 initiative largely because these types of promotions cost a lot of $$ in the form of reduced revenue if only the bare minimum is sold. Anytime you put a quota on adding a service to a customers account then you are going to have individuals who take it too far because they are being pressured to meet a goal…..and that “pressure” will vary from one leader to another. But I can tell you that the company as a whole does not endorse slamming customers……although there ARE those in positions of influence who will push that boundry for the sake of being higher on a stack ranker.

  • Blaz3

    In the pacific northwest I know sales reps can get in actual trouble for not hitting jump, data, and mobile Internet goals so if sales reps don’t push it to the point if breaking customers or lying to customers they get in trouble for it.

  • Blake

    No one will sell you a brand new car without full cover insurance.

    • tmo_rep

      There is a huge difference between car insurance and phone insurance. Car insurance is required if you are financing a vehicle. Besides if you don’t have auto insurance, you will have to pay DMV $500 for non insurance. Come on now, stop comparing apples to oranges.

      • Mark

        Exactly. You can absolutely buy a new car without collision and comprehensive insurance if you have the cash lying around to pay for it. For the rest of us, the bank/finance company requires it to protect their investment. Liability insurance, of course, is a totally separate issue. Neither is comparable to the nearly worthless nonsensical-deductible “insurance” that is sold by TMo or any other carrier.

    • Cupcake

      Jump is there in case you want to upgrade at any time without penalty. It is not insurance and to compare something that I DON’T have to have to purchase a phone to something I DO have to have to buy a car is by no means a similar comparison. And if they can’t sell me a phone without it then they can’t have my money. No one can make a consumer spend their money on something that they don’t want! Bottom line…it’s just that simple.

      • Nurdface Gamerhandz

        Do you actually know what the JUMP feature does?

    • Ordeith

      Of course they will. That full coverage insurance is there to protect the financing company until the car is paid off. If you can buy a car without needing to finance it you can opt out of that full coverage and assume the risk yourself.

  • Giraffe

    From comments, it sounds like the target is 85%, which is pretty ridiculous when you think about it – Heck, there are federal laws deincentivizing going without health insurance, but yet people definitely go without it. What a wild target, especially since I’m sure people still buy basic phones.

    Giving away a free month of JUMP service as an unauthorized program to increase a stat on a sales board is not performing a service for the company – The company generates no revenue most of the time as customers remove it afterwards, the insurance company replaces more brand new devices vs devices they can replace more efficiently, decreasing their revenue and resulting in having to find other ways to increase their revenue… I have a hard time imagining that directors are unaware that this is taking place – so why does this still happen?

  • Mexi21

    It happened to me. I received a text telling me I had signed up for JUMP! I immediately called the tmobile store and the guy who answered was the guy who had sold me my phone and upgraded me to JUMP! without telling me. I asked him about it and he says “oh yeah I probably should have told you that”….seriously come on. You’re going to charge me $5 extra a month and not tell me? That’s a terrible business practice. Anyways I canceled it and got Apple care plus instead.

    • TBN27

      They do it all the time and they never tell you. They have done it to me since before Jump came about. They did it with the regular insurance. Knowing they did that and because there isn’t pressure to keep it, I did what you did and got Apple care too. And the next iPhone i get will be bought at Apple and not t-mobile.

  • Juan

    This is the part I honestly hate about working in retail. I’m tired of the crazy goals we have to meet no matter the cause. At my store each rep is asked to have 90% jump 90% Data. But as long as you have 85% of above you are fine..

    I’ve worked in different stores and different phone companies prior to T-mo and I’ve had managers telling their staff “If it doesnt make you money dont do it” I have also seen people refusing service to a custoner if they are not willing to take the extra stuff because they have a goals to meet and if they dont meet it they get into trouble.

    Luckly the store I now work at is not that bad and we meet our goals but without having to do things like putting the extra stuff without the customers consent. My manager values customer service and I’ve seen a few people get fired for trying to meet their goals that way

    Bottom line the plague is everywhere

    • Mschmal

      There is a new trend in retail to focus on acting more in a hospitality mindset than in a sales mindset. The more you concentrate on the customer and the needs of the customer and providing excellent service, the better you will do.

      • Rdaex

        I’ll be sure to tell that to the reps who take my job after I miss jump and 3gb targets four months in a row.

  • Startswithaj

    This is why I try to shop online instead of going to the store. I’ve gone into a store once and I’m not eager to do it again. Then again, at least they aren’t like Metro which charge customers if they need any sort of assistance that isn’t related to buying a new device. Or at least they used to at my local “authorized dealers”.

  • Danomite

    I had something like this happen to me with Verizon. I called up to switch to one of their new plans they had listed on their website. Everything was good until I logged into my account and saw that they had added a year to my contract (I’m currently on their edge plan, which has no contract). When I called back the rep told me it was because I had been put on a promotional plan. When I called bs and tired to switch back to my old plan I was told I could switch back but they couldn’t take off the year extension, and when I asked to speak to a supervisor I was told I couldn’t. Long story short I got it worked out but that encounter pushed me past my tipping point and I decided to switch to T-Mobile as soon as the new nexus comes out… And know I read this.

    • Delusion_FTL

      It’s an annoyance more than anything. Switch to the nexus. If some rep at the store gives you crap on data add or insurance, don’t bother wasting time fighting. After you walk out of the store call 611, spend 3-4 minutes to have them remove the attaches and your done. Luckily since there are no contracts there’s no real way for a rep to do any damage to your account that cant be quickly remedied.

      If it would be easier, order a sim card from t-mobile before your phone comes out, and activate online or via 611 when you are ready.

      • Danomite

        Thanks for the advice. I may do that.

        Out of curiosity why is everyone so against JUMP!, unless I’m missing something it seems like a good deal. If people are mad because it’s forced on them, that I get.

        • Delusion_FTL

          What you are hearing here is the people who didn’t want jump having it forced on them. There are many customers who do want jump. Probably at least 50% of EIP customers. Mostly because it includes insurance.

          Jump is not a super deal if you want to use it solely for upgrades, because selling your phone on the market (ebay, swappa) returns better value than trading it in via jump. However, some people don’t want the hassle of selling their phone and prefer to trade it in (kind of like trade-ins at a car dealership, it’s easier but you usually get less money than selling on your own).

          If you are a consumer who likes having insurance on your phone and doesn’t like to buy phones outright it can make sense.

    • kalel33

      That’s weird. I used to work for Verizon customer service as a supervisor and there is absolutely no push to extend contracts. Also, the only plans that extend contracts are ones that would not be online, like the $60 unlimited talk, text, and 2GB of data which includes you still getting your phone subsidized. The $75 unlimited talk, text, and 2GB is the one on the website and doesn’t extend your contract.

      • Danomite

        Actually the plan I called to switch to was a unlimited talk/text and 2GB for $60 ($50) if you are on edge. I’m looking at the plan online right now on It’s under their single line plans.

        I was told by a supervisor when I called back that there was indeed a plan like this that required a year extension, but the “promotional plan” was the one that was listed on the side and does not require an extension. Exact same plan. I’m not sure I buy it but none the less that’s the plan I’m on now. I will likely be leaving verion because of it.

  • foster Chambers

    I am a former Tmobile employee, and youd scolded if you didnt add jump or at least the minimum data to the package. We are told to sell as usual, if they deny it get a second employee to come in and double team if that doesnt work we have to notify a manager or asst manager on duty to come talk to them before. Like mentioned in previous post we have goal handed down by our gen manager that are about 20% higher than what the actual goal was corporate told them we want everyone at 70% for all employess, the gen manager tells everyone we need 90%. I was a 100% percent employee in data, and jump in one quarter. If they want it to stop its gonna stop at the top level. This type of thing is everywhere, best buy has it with their protection plan, walmart as well. ATT, verizon are the same as well.

    • Foster Chambers

      i should also mention Tmobile wont charge you, or will reimburse you if its cancelled in the first 30 days.

    • UglyPete

      Verizon reps are not under this kind of pressure. Not even close. There would never be an incentive to slam any features. Verizon pays bonuses for happy customers. That’s the way it should be.

      • JoeJoe

        Not true, i worked for Verizon for 5 years. No matter what company you work for, there are goals. Whether its a data goal, insurance goal, or whatever, you are pressured to attain a certain percentage and if you do not hit that goal there are consequences like going to an extra meeting or loss of scheduled time during “power hours”

        • eight7four

          those conference calls. there’s only so many answers to the question “how will you improve over what you’ve done today?”.

      • Mr Paul

        And neither do AT&T or Sprint operate that way. Only T-Mobile, who are supposed to be the gods of ethics according to T-Sheep, operate in that manner.

    • “not my real name”

      Foster I believe we may have worked together at one point. And I know whole heartedly what you are talking about

  • koby

    This practice started when tmobile switch its business plan from postpaid to hybrid prepaid. Tmobile is adapting to metro old techniques to maximize in profits outcome. I used to work for metro long time ago and was instructed to sell only the 50 rate plan and add features with out customer knowledge. I believe its called “slamming”.

    Tmobile should look into this b/c this is bad business practice and i think this is illegal! Maybe the government should investigate this!

  • David Abrantes

    i went to a tmobile store and dude was rude as fuck.. i hated talkin to him right from the start. he wanted me to get more data and was trying to cunfuse me. i kept asking the plan comes with 1GB of free data..right? and he was pretty much avoiding my question. i said NO i dont want more data, im adding a line/phone for my mother in law and she wont need more data then that. he was getting mad bcuz i dident want none of his upselling. then he was telling me about the insurance…i said um i dont want him and he told me i have to have it. i started gettin mad. i said ok il call and get that shit taken off when i get outside of the store. wat a douche.

    • honestabe

      I work for T-Mobile Corporate as a Sales Leader. I just want to clear the air and give my opinion. At my location we don’t. Force customer’s to take J.U.M.P! And we dont put extra data they do not need. All we ask the Associates is to Right Fit the customer. Not all customers know how much data they need. Associates have to use a data calculator to see a customer’s usage. Then the associate should make the recommendation on the data plan that fits his needs. The problem is some associates just want to tell a customer a price and get them out. Second customers are to blame also. When i was a sales associates. I would have customer go with the lowest data and then come back a week or two later and complain that service is slow. It is not my fault you went with the least amount of data and now you are being throttled. That is why a data calculator is crucial. When it comes to J.U.M.P! We tell you everything that benefits you for taking J.U.M.P! For example if you dont have a way to back up photos, call logs, or contacts you get Lookout for free. Usually customer tend to take the J.U.M.P!. Now if you decide not to take it we have you sign a denial form. Then we notate your account regarding you denying J.U.M.P!. Here lies another issue with customers. They claim they never breal their phone or ever loose their phone, but when that day comes. The customer is in the store yelling at us because you brome your phone or lost it and have no insurance and you dont have enough credit to buy a new phone in payments. Therefore customer lies and says they wanted J.U.M.P! From the beginning. Which is a flat out lie. Now the customer is mad with no phone and cursing everyone at the store out. At the end of the day it goes both ways. We cant drive. A vehicle with out insurance. Even if we never been in an accident or received a ticket.
      Final thought management/ leadership in stores do not scold or repremend for not meeting a particular metric. We try to coach based off an associate behavior. How can you close a sale by bundling of you dont explain the benefits included.

      • honestabe

        I know i mispelled a couple words. No big deal.

  • Guest

    This is a silly one cam, and clearly you are just trying to create a buzz on this site. You keep saying it’s not widespread and not just T-Mobile, but you’re saying it lol. Just drop this and stay with phonedog. You don’t even use tmonews youtube channel, and this article is clear a weak as you put it, attempt at getting attention. It seems like you are not keeping up with things, because this is nothing new. Has been going on across the board, try again cam or just go full time with phonedog.

    • philyew

      340+ posts and counting on this topic. That tells me that it resonates significantly with this community.

      I and many others here have first hand experience that this is happening. Responses from people on the supply side of the issue indicate very strongly that this is the result of unrealistic performance goals causing sales associates to fear for their income levels and/or their jobs, and as a result SOME stray over the line into dishonest practices.

      Anyone who cares about TM and its Uncarrier role should be eager to get this addressed, not to sweep it under the carpet.

      • TheRepoMan

        As a former manager who just recently resigned, I did address the situation. Was vilified for it. It was one man against the machine. So I resigned. I refuse to work for a company with such crooked leadership, from DMs to VPs.

        • Mike jones

          I work for the same company and this issue is widespread. Lets just say the target is really high and even the best salesperson in the world would be hard pressed to hit it in a legit manner month after month. Btw even the ” free trial method” is frowned upon as they have a way of tracking who cancels after a certain time period. So needless to say a lot of reps look at is as either feed my family or lose my job.

        • TheRepoMan

          It’s a shame. Reps shouldn’t feel those are their only two options. Too much added stress in an already overwhelming environment. Oh, we were told to do the free trial months, too. Haha

  • tmoguy

    I work for a T-Mobile branded retailer. My JUMP! target means $600-1000 per month to me. That’s a lot of money. It certainly puts me in a difficult position when someone wants to finance a $100 phone. I usually convince them to buy it outright but if I can’t, I have them do a one month “trial” instead. A $4 refund on my next month’s check is a lot better than trying to explain to my wife that I just took a 25% pay cut for the month. It’s that kind of pressure that makes sales people do desperate things. But it’s still no excuse for dishonesty.

    And just so you know, my company reduced the targets this month by 10%. Hopefully this will allow employees to relax a bit and allow a few customers who outright refuse to add the service not even for a trial to walk out happy.

    • od312

      They reduced it only for the month of September ;) I know how you feel. I work for the same company

      • guest

        False advertising would be saying that Jump Truly Unltd and an iphone or samsung are included for the $50 plan. If you ever listen to a commercial it will explain everything in detail. They are correctly advertising the $50 unltd talk text and data plan. If the person hears only what they want to hear which alot do many false claims of false advertisement pop-up. If you guys think you can start up a phone company and do better give it a shot. To date T-mobile has been the best company I’ve had/ worked for. incompetence isn’t the responsibility of a corporation.

    • Prod1702

      I am with you. I work in a Corp T-Mo Store and the target here for jump is 85% and the goal is 90%. If we are under 85% attach rate for more then 2 months we have to go to a JUMP training. If we still do not get it after that training we are written up for not meeting targets. If we still do not get it after being written up, we take the chance that our manger will fire us. I have had my DM ask me before “so what did you change last month from the month before to get 95% jump?”: I told him you really want to know. The answer was I do not take no for an answer. Same goes for getting 3gb or higher. Its one of the reasons working for T-Mo is worst then before. I even told my DM if T-Mo says you can come in and get a $50 unl T & T & data plan then why shouldn’t the customer be able to. You know what he told me, he said it is because you are a sales person and you need to sells things. I laughed at him and said that its false advertising to say one then and force something else to do something else.

  • Tmorepj

    Unfortunately this is what reps have to do to hit numbers. I am a rep for tmo and was a rep for AT&T for three years and this was done there too! These carriers come up with great plans to advertise to the customer to get them in the door , then us “reps” have to add on and up sell the customer. That’s retail! I try everyday to help the customer to best of my ability but at the end of the day I haven’t hit my numbers , so if you aren’t adding data or jump you ” the customer” are hurting my numbers. I would rather you get your $50 plan with no jump online!

  • Vic

    Yeah this happened to me when I bought my iPhone 6 on launch day. The Tmo rep claimed it was just a “habit” of adding JUMP for every customer, but I insisted he remove it and he “claimed” to have removed it. I had a feeling he was lying so when I got home I checked my account online and removed the $10 JUMP program myself.

    • Dman

      So if you loose your $700 phone you would want to not have the option to get it replaced? And you would want to keep paying $25 a month for two years and have No phone? That is just stupid, I could understand if it’s a cheap phone, and and don’t agree with the tactics used at all, but an iPhone 6 without coverage for at least 6-12 months is stupid, plane and simple.

      • km

        Jump is a type of insurance, and people should have right to choose to self insure. My account has 6 lines. If I have to pay $10 extra for each line, that’s $720 a year and the cost of a new iphone. What is the likelihood that we’ll lose more than one phone per year?

      • kalel33

        I’ve never lost a cell phone in the 15 years I’ve owned one, so I’m pretty damn smart for saving well over a $1,000 I would have spent on insurance. Also, stupid is thinking “lose” is spelled “loose”.

  • AK

    It would be nice to have a feature where you can set in your account profile, the services that you do not want to be asked about (like jump, more high speed data, etc.) or maybe a blanket “do not up-sell anything”.

    I’ve only been in a T-Mobile store once (before jump program) and that was when I first switched over. They could not seem to add unlimited texting on one of the lines and just told me it was included in the main plan. They also tried to get me to buy insurance (sales rep and manager) but were not too pushy when I declined. After I went home I called support and sure enough unlimited texting was not on that one line but they quickly added it.

    I called customer service recently because I was charged on my old credit card which I had changed over 2 weeks prior to the current payment date. The rep was not sure why that happened but assured me the next payment would definitely be charged to the new card. Anyways, at the end of the call he asked if I wanted more data. I politely said no and that was the end of it, not a big deal.

    • Guest

      If you don’t want to be sold anything, don’t go to a store. Those are sales reps you are dealing with.
      If you want to buy without being sold to, buy online. You get exactly what you click..

  • Sectime

    This is classic hate the game not the player. Or maybe hate the player a little because they choose have that commission job and lie with a smile. After experiencing this with All carriers in USA I buy online, wish Amazon would carry Tmobile phones.

    • thatguy

      not a commission deal, more of a “hit this quota or you’re fired” deal….

      they add it and cancel it, so the commission is removed.

  • vette98

    Tmo store in philly store # 40 Cottman their so bad their lying with a smile, the rep added jump to my phone when I left store ! went home and checked account online saw it removed jump next day got text on phone saying jump was added to account REMOVED AGAIN online next day text added again so this time called and customer service said the same rep tried to add 3 times, when customer relation called store # 40 the rep tried to say he didn’t do it but record show I didn’t call or go to store on those dates the rep added JUMP to phone,

  • atown7475

    I like to say its like buying a car. You have to drive off the lot with it. If you choose to take it off when you leave it’s on you

    • Dmac

      And that, is just a flat out lie you are telling customers, that’s if you are a sales rep.

    • thatguy

      You do realize they have a JUMP compliance report your manager (if they even care) or higher ups can look up and tell that thats what you are doing right?

      Not saying you’re wrong, because we get pressured to pressure you sales reps ALL DAY, but hell at least try before pulling out that stop

  • Daniel

    Sprint, Verizon, and ATT stores do the same thing with insurance. Claim it is required or even add on without telling people.

  • S Chandler

    Jump was added to both lines on my account when I bought new Iphones from the local store, without my consent. I was a little ore than pissed when I got a text letting me know.

  • SLC

    Upgraded my One to a G3. Asked about 5-6 times to get jump. I clearly said no each time. Then 20 minutes after leaving the store I got a text welcoming me to Jump. Called 611, confirmed it was added so I stormed back to the store and returned everything. phone, case, headphones. Made sure they waived the restock fee too. They said they removed jump and it was good.

    Next month bill comes, I still have my old One. But I still have jump and was charged. Called to correct it. got an instant credit and told it was removed.

    Second bill after the incident. Same thing. Call 611 another credit, another promise its removed.

    If it’s on their next month. I’m cancelling service with Tmobile. It’s a shame though because they really do offer the best service in my opinion. way better speeds than my time with other carriers.

    • KM

      You must be really tough.


      You could have removed it yourself on your account in about 2 seconds all that drama for a no contract feature?
      Silly Rabbit.

  • Chris

    I worked for corp tmobile before , we took pay cuts and if we didn’t hit this stupid target it was taken out on us. Sometimes customers act like we’re care salesman that we can lower the price of plans and phones we’ll guess what it’s not like that . We can’t give you a certain plan for a certain price. The company is a joke and so are their targets

  • GinaDee

    Just went into a corporate store today to add a line to my business account. At the very end the rep was asking me to sign and I noticed he added the Jump service to my line w/o my permission.

  • Chris

    As a former employee at T-Mobile, you definitely outlined and discussed all of what some employees I know do on a regular basis. Which in turn, of course hurt them by customers coming back and complaining about their bill and got something they didn’t ask for. We were often pressed to get metrics for JUMP and Data, which is why a lot of employees do it, but you’re definitely right about customer loyalty and building trust with them for future transactions and engagements.

    I’m not sure what T-Mobile can do to stop employees from doing this, but customers should also read the fine print and review what they’re signing (which 85% don’t really do IMO).

  • Annoyed

    Jump was added to my account without my consent when I ordered my niohine 6 in store in Gilbert AZ. Lame!!

  • Damon Jones

    It seems as if the employees are afraid to face consequences by a target that is placed by senior leadership. While T-Mobile more than likely can’t fully ‘drop’ a sales target, what they can do i redirect where they hold people accountable. Are they holding employees accountable to a number, or a behavior? Think about that..

    • Chris

      At my previous location, and me knowing multiple employees who do it at other stores (from customer complaints), senior leadership does not have any repercussions for those who “force” these features on customers. It’s a practice of bundling and throwing the price in all together when customers go to the store. In my experiences and what I have seen, it gets brushed off, and customer service just is called to do a credit. So it seems like nothing ever happened.

  • luis

    as a former employee, tmobile places really high goals on both jump and data attainment. they’ve also made it easier for them to get rid of you if certain metrics aren’t met. the goals are simple, 90% attainment on jump, 80% attainment on extra data, and $45/acc per device sold were the goals when i left. managers have 3 conversations with you during a month’s span. if you aren’t showing improvement or aren’t at the required metrics, youre canned, simple as that. if your manager doesnt can you, his boss will, and so on and so forth. tmobile is growing but there’s a lot of feature fraud and activation fraud going on in the locations as well. such as, if a customer walks in store and wants to just get 2 lines, most of the time they are sold 4 lines but aren’t told that they’re being cheated a half gb of data on the 2 lines that they originally wanted. the rep stays compliant with the “goal” and tmobile gets an inflated number. they have reports showing usage but all they check for is that a call has been made. all the rep does is place a one minute phone call and no one gets in trouble. also tmobile is doing so much hiring at the moment that its hard for the long timers to make what they used to make and now you have shady stuff going on, and for most, they wish to keep their job, which is why the cycle will never go away. to the world leger is showing how great the free stuff is, but internally, if you aren’t at a specified percentage you’re toast. for managers they also have to have about 20 devices sold as activations or upgrades for every 100 people that walk in the door, so you will defenitely have more stuff shoved down your throat. its up to you wether or not you do it. if all else fails, order online.

  • john

    As a former store manager at a tpr location in spokane wa. It looks like tmobile corporate has many of the same issues we did. Only issue i have with the article is that it assumes this is a limited phenomena. Feature slamming is rampant, in my experience, at tmobile. It happens more often than not. Until Tmobile comps sales reps for doing right by the customer they will never solve this problem. Especially with goals to get comped at 85% for same day jump after chargebacks that go back 120 days. So while management says right fit the customer their comp plan says something entirely different.

  • Danomite

    Out of curiosity why is everyone so against JUMP!, unless I’m missing something it seems like a good deal. If people are mad because it’s forced on them, that I get.

    • Pak T

      It has nothing to do with Jump’s advantage/disadvantage/value/”good deal”/”not a good deal”. It is that some stores and some sales people are either silently adding Jump without permission or making up rules why a customer HAS to add Jump when Jump is a completely optional add on.

  • ruffst

    I had two family members upgrade their phones (normally I’d go with but I wasn’t in town) on separate occasions. One went and I looked afterwards to make sure everything went smoothly, noticed JUMP! was added. Asked him about it, he said he told the rep mentioned it but he told him it was my account so he didn’t want to add it. So a few months later when another family member went in, I made sure to check the account afterwards, sure enough, there was JUMP! Asked her, she said the same thing. Set up an EIP but said no to JUMP!

    It’s funny to me because I used to work T-Mobile retail, and I had plenty of friends that were canned for not meeting their numbers, so I get it. It sucks, but until T-Mobile changes that at a corporate level, it will continue. I just laughed it off and changed the plan online.

  • Edward Martin

    I knew I would have JUMP, because that is what I wanted in the first place so I could upgrade my phone more often. Yet putting the service on people’s accounts without their consent is not right at all. I understand you want people to sign up for the offer, but do not force it on them, because some people just like what they have and do not want to change it.

  • mastersyrron

    Solution: read what you are signing.

    Solution 2: retailers, coach the proper behaviors. These things are being returned/cancelled so you aren’t getting paid on it! And if customer deacts, you are losing even more money. FIX THE BEHAVIORS!

    • thatguy

      truth be told….Yeah they aren’t getting paid for it, but by the time the customer removes the feature they still hit their 85% goal. Some go as far as add it on and remove it the next day, so the customer doesn’t get charged, and the rep/store still gets credit.

      Honestly…as its been stated before, its not the store level employees faults…its the higher ups. I worked for tmobile until about a year ago and the weekly conference calls went something like this: Store 1 you did these numbers, Store 2 you didn’t hit this number…Why?…. and then the manager was forced to come up with a BS excuse that we hear EVERY. SINGLE. WEEK. “oh well we need to bundle and use right fit guides and talk to every customer and do role plays” BLAH BLAH BLAH BLAH…..

      If you aren’t at 90-100% with the added features, you are failing, no excuses.

  • liz

    When I went to go buy my iPhone 5s during launch at T-Mobile, the rep told me that to buy iphone I had to buy the unlimited data plan. So not true. But in the end it worked out. I now get the unlimited for $15 a month as opposed to the $30 a month they charge now for unlimited 4g LTE

  • mattyeager

    Happened to me just last week. Shame on me for not checking my paperwork more closely, but when I pre-ordered my Note 4, I’ve since noticed a $10 Jump add-on charge. Went in today and they played innocent, as if they had no idea how it was added to my plan. I may just keep it, since it comes with insurance on my very expensive new phone, but I definitely don’t like charges being added to my plan without my knowledge.

  • stevejobbed

    Its tough because customers have that shiny new phone in front of them and the will pretty much sign anything so they can play with their new toy. I worked for Tmobile in college on the customer service side and its something that is pushed from the highest levels of the company. Make sure you look at the breakdown before you sign anything and don’t be afraid to ask questions.

    • philyew

      The problem with the Jump! issue is that there are cases where it gets added without any of the necessary in-store paperwork being presented. You can be perfectly thorough with the paperwork and still not find out until you get a welcome text later, or see it on the bill.

  • Kevin Berry

    This. This is why I buy unlocked mobiles and only deal with humans when I have to get a smaller SIM.

  • a tmobile employee.

    Please dont blame employees tmobile is at fault not the employees. There forced crazy goals are so high 85 % jump requirement is crazy.
    Ceo john legre has done some good thing at tmobile but he has not addressed this force jump or your fired. How tmobile says it to employees is achieve. A near 100% or your fired.

  • a tmobile employee.

    Please Cam if you care address this with john legre. He does not jude employees on behaviors
    Only on near perfect. Results. Please help us employees.

  • Reluctant T-Mobile Customer

    I feel really dirty when I go into any mobile phone store in the US, and T-Mobile is no exception. It feels more like you’re dealing with a back alley drug dealer who’s under extreme pressure from someone higher up in the organization and is willing to lie, cheat, and steal just to make the sale. They’re on average worse than used car salesmen. I approach all sales staff with extreme skepticism, and each time I’ve trusted a sales associate at T-Mobile, I’ve gotten burned.

    I remember a few years ago I bought a prepaid SIM for a friend coming from overseas. I said he’d need to make a few calls back home, so were there add-ons or more economical options to do so. The sales associate insisted that the SIM card and plan I purchased offered $0.40/min calling back home, and I loaded the card with $30 credit. My friend phoned home one time, and within 5 or so minutes the call disconnected. We checked the balance and to our dismay found it had been drained. We returned to another T-Mobile store to find out that what the people at the other store had told us was 100% false and of course we got the line, “Oh, no, sir… Absolutely nobody would have every told you that.” and the billed rate for the call was something like $5/minute.

    A second time was right before the JUMP! option debuted. I thought I’d give T-Mobile another chance – I was ready to drop them right before they went Uncarrier – so I went to purchase a high end new phone. I liked the fact of being able to pay upfront and have a lower monthly charge, so I didn’t want to do an EIP. I requested to pay everything upfront and did so… or so I thought. I got home and found out the sales staff at the T-Mobile store had signed me up for the EIP for a whopping 24 CENTS to be paid 1 cent per month for 24 months. I was LIVID, and I don’t know what kind of perverse incentive you dimwits at the stores have for signing up people for EIP. I ended up contacting a friend at T-Mobile corporate in Seattle and naming names from people at that store. Fortunately I was able to get the problem rectified through my contacts, but I shudder to think what would have happened had I not had those connections.

    The bottom line and tl;dr of this rant is since last year I have not and will not give any T-Mobile stores my business. T-Mobile’s website doesn’t care about commissions or sales targets. I go into the store to ask about and try different devices, but then I go online to order. The website doesn’t usually try to bait-and-switch you or give you the absolute lie of “I don’t normally do this, but…” or “My manager has this great deal…” or “I will make this exception because…” If you ever, and I mean ever, hear any of those lines or their equivalents from a sales associate, run, do not walk, to the nearest exit. Sales associates are not your friend even though they pretend to be. They only care about making money from you. You’re a means to meeting their quota and nothing more.

    • Chris

      I worked for tmobile and always guaranteed to meet customer needs and helped them to the best I could. So not all sales associates are the same. Whether I met my metrics or not, I made sure the customer got what they wanted, because I wouldrather have them come back to me because of my service to them, rather than pissed off because I threw some random feature on their plan.

      And with your EIP issue, employees do get paid for doing an EIP on your plan and that sucks that happened to you. It’s hard to find good sales associates to actually help you with what you want or your problems, but they do exist, it’s just hard to find.

      • Sniper1087

        hmm on the new plans my friend is a T-Mobile employee and EIP or not they get the same payment for the device specifically, the JUMP issue is mostly because if a phone goes on EIP and JUMP is not added it will automatically affect your numbers which then they have to send you to what is called a boot camp for training to meet those numbers, I agree with the problem in that regards, if the employees werent threaten with a training they have to assist during their day off, I am sure it would be easier.

        • Chris

          You’re right, I wasn’t thinking right. Employees are paid regardless if EIP or outright. It’s a flat rate payment.

    • honestabe

      I work for T-Mobile Corporate as a Sales Leader. I just want to clear the air and give my opinion. At my location we don’t. Force customer’s to take J.U.M.P! And we dont put extra data they do not need. All we ask the Associates is to Right Fit the customer. Not all customers know how much data they need. Associates have to use a data calculator to see a customer’s usage. Then the associate should make the recommendation on the data plan that fits his needs. The problem is some associates just want to tell a customer a price and get them out. Second customers are to blame also. When i was a sales associates. I would have customer go with the lowest data and then come back a week or two later and complain that service is slow. It is not my fault you went with the least amount of data and now you are being throttled. That is why a data calculator is crucial. When it comes to J.U.M.P! We tell you everything that benefits you for taking J.U.M.P! For example if you dont have a way to back up photos, call logs, or contacts you get Lookout for free. Usually customer tend to take the J.U.M.P!. Now if you decide not to take it we have you sign a denial form. Then we notate your account regarding you denying J.U.M.P!. Here lies another issue with customers. They claim they never break their phone or ever loose their phone, but when that day comes. The customer is in the store yelling at us because you broke your phone or lost it and have no insurance and you dont have enough credit to buy a new phone in payments. Therefore customer lies and says they wanted J.U.M.P! From the beginning. Which is a flat out lie. Now the customer is mad with no phone and cursing everyone at the store out. At the end of the day it goes both ways. We cant drive. A vehicle with out insurance. Even if we never been in an accident or received a ticket.
      Final thought management/ leadership in stores do not scold or repremend for not meeting a particular metric. We try to coach based off an associate behavior. How can you close a sale by bundling of you dont explain the benefits included…….

  • Sniper1087

    about the “Another customer complains that they weren’t allowed to take 3 lines on the base Simple Choice plan for $90. He went in to store wanting three lines, and knew already that he could get them for $90. It’s basically the 4-for-$100 deal, minus one of the lines. He signed up, left and discovered that his bill was $100. Not $90.” If the customer wanted the new 4 for 100 for 2.5 GBs of data each, it is only available if is 4 lines, with only 3 it will be 90 for 1GB each instead just to clarify, there is no other way to get the bonus data unless 4 lines are taken, since is a promotion.

  • edmunster54

    So I work for T mobile at a franchise location owned by GP Mobile in Texas, I have not worked here long just since June. I have already put my two weeks notice in because I do not condone the type of sales practices that are expected of me at this franchise. I have had at least ten customers come in and complaine to me in the last two weeks about
    other stores that i know are in my company and my district that have done this same thing. I have on numorus occasions expressed that I feel this is the same as stealing in my eyes and a good sales person does not need to lie or cheat like this. Does the higher ups know? I can not say for sure, but I do know that several employees that have been known to do this type of thing still in fact work for this company. You be the judge! I think customer service is by far the best thing to provide and giving customer service will always prove better then treating customers like a paycheck!

  • csr specialist

    As a Customer Service Rep at T-Mobile I have to agree that It seem to be out of hand at stores with the unwanted adds of jump, data and other features. The sales quota is simple to meet if you take care of your customers the right way and fit there needs instead of fitting your own needs. I receive calls daily from customer who say they said no to the offers, or was told call customer care and they will take it off anytime. Customer care is not hurt with removals and we do as the customer request but at this point our customers are now dis-satisfied with T-Mobile in whole not just the sales rep. I also keep seeing these MBB lines being added to customer accounts and the customers being told here is a free sim card for your tablet device.. Sales is the first chance for our customers to be satisfied about our service or to put a bad taste in there mouth. Just sell the customer the handset and the services they want and they will come back to you when they need more giving you more sales and better benefits…

    • Georgie1234

      You have your own view which doesn’t make you a bad person but it does make you naive. As a Tmo sales rep its not always as easy as it seems. Like stated above our feature and jump quotas are huge. As an example, one of our most bought devices in our low income location is a $99 LG L90. Please tell me how you convince any minimum wage person to spend $10 monthly on insurance and jump when after 10 months you would have paid the phone twice. Not only that, if you need to file an insurance claim it’s a $100 deductible! But we HAVE TO get jump on it because if we miss goal we get written up and eventually fired.

  • smylax

    I was terminated as a store manager a few months ago because I wouldn’t force my employees to basically slam data and JUMP on customers’ accounts. My store was in a high credit area with good average income, but not rich. The customers were VERY educated and knew whether they could afford to replace their phone out of pocket, as in they were HUGE fans of Dave Ramsey and Clark Howard. So it was a difficult sell. I improved the store’s metrics the RIGHT way, through right fitting and showing customers the benefits, but because that 20% lift still didn’t get the store to company minimum, my DM was telling me OUTRIGHT that these metrics have to be met, NO MATTER WHAT. Read that as you see fit. Then I was told to threaten their jobs if they don’t make their goals. Needless to say, I like T-Mobile as a company, but they are the least evil, not the best, they all suck. But my particular district/region had a 50% turnover rate every year for a reason. I hope my DM is next on the chopping block, he was a snake who made the company look terrible to the customers.

  • krazytrixxxsta

    I work for T-Mobile and I love pushing JUMP to customers.

  • T-Mobile Retail Store Manager

    I worked for T-Mobile for 9 years as a store manager 5 years in Los Angeles and 4 years in Dallas. It wasn’t always like this. My district manager in Los Angeles was very honest but the one here had some serious issues. I believe that the Regional and the District Managers must had had their threatened in order for them to constantly harass the store managers they way they did. Yes we were all forced to trick or sneak services on a customers account or else be fired. I was told several times to find a way to get more activation “Do whatever you have to do but you better make it happen! ” is what he said to me. But here is the trick you have to do what they say but if they customer get angry or loss prevention wants to investigate you…your District Manager will not back you up he will lie and say he never gave you permission to advertise by having sales or in local business or any. They will throw you under the bus! This use to be a wonderful company to work for but now…not so much.

  • Cat MacKinnon

    I’ve been a T-Mo customer for 10 years and just upgraded my phone a couple days ago. I was basically “forced” into the monthly insurance/JUMP plan, even though it wasn’t clearly explained to me and I didn’t really realize it until I got home. The sales guy was pretty good with the double-speak, I’ll give him that.

    I rarely buy extended warranties for anything, especially when that item already comes with its own factory warranty to begin with. I don’t need the JUMP “program” anyway, because it’s going to take me at least a year to pay off this phone, so ultimately I’d be paying $10 a month for stuff I absolutely don’t need or want.

    After thinking about his whole sales pitch on the ride home, I’d kinda figured out what he’d done by the time I stepped foot in my apartment. The fact that it was busy at the store made everyone rush around, so I was probably a prime target to get in and out before I had a chance to really figured out what he did.

    Regardless, there’s a simple solution: as soon as I got home, I logged into the My TMobile website and took the newly-added JUMP/Protection Plan off my account. If they try to charge me that $10 for the month, I’ll speak to Customer Retentions and have them take it off (although if I have to eat that one instance of an extra $10, it’s not the end of the world. Annoying, but not a particularly expensive mistake.) It does irritate me when I get hard-sold on something like that (or sold something I basically wasn’t even aware I was buying), but at least with T-Mo, we’ve always got the option of just logging into our accounts and editing our services ourselves. If you’re a TMo customer who recently got a new phone, I’d suggest logging into your My TMobile account online and make sure you weren’t “sold” a service you don’t want; if it’s on there, just remove it (or call the CS phone number, and don’t let them try to tell you you can’t remove services. If they insist, they’re lying, so at that point ask to speak to a Customer Retention agent.) Of course the best option would be to not be put in the position in the first place, but unfortunately this sort of thing seems to be par for the course with virtually every in-person electronics sale these days.

    Given some of these other replies though, I’m starting to wonder if they actually did have some Nexus 5’s in stock (which is what I was hoping to get in the first place.) They did have a display, but with a year-old phone I know that doesn’t necessarily mean they still had any for sale. Hmm, maybe I should call that store as a “new customer” and see if they’ve magically got more over the past two days.

  • jeff

    I work in retail at t-mobile. I can tell you that slamming JUMP and 3gb+ data are endemic in in our district and region. At a quota of 85% JUMP attach rate quota there is no room for misses. That is 17 out of every 20 phones having JUMP with no consideration for devices like flip phones and sub $100 phones. You get a couple of back to back flip phone sales to older customers and your data and JUMP attach rate go to hell and you are in danger of being wrote upgoing tip some type of restraining or worse. I guarantee that the shady practices mentioned throughout this go on in almost every store or person consistently hitting those metric. As much as the uncarrier strategy has changed the company and the industry for the better, the ridiculously high expectations on these two metrics force any one who wants to remain employed into the fringes of and beyond ethical selling practicesI would not let my mother or anyone else close to me shop in a retail store without me present. Oh, and areas that have 2g service only are expected to hit the same 75% premium data attach rate as stores that service 4glte markets. Oh also, selling just the insurance without the JUMP feature will hurt your attach rate just as badly.I heard someone very far up in the company mention this article at an unwrap event and how upset they were by it, and then right after that a region presented a 4q strategy that included 85% JUMP attach rate. I do not see myself continuing with this company beyond next June’s stock vesting.

  • Carlos Rodriguez

    Happened to my sister last week and happened to me yesterday. We both bought new phones and got JUMP added without our consent. The difference? It was purchased through customer care and NOT a retail store!!!!! Now even customer care is pitching in, even though they probably dont have numbers they need to hit. So unethical and dishonest. I’m very disappointed with this and called Cus care to complain.

  • jimidagoon

    This just happened to me. Can we say wells Fargo???? Time to pursue.