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T-Mobile employee speaks up about the problems within the carrier

Posted: , by Ray S.

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T-Mobile employee speaks up about the problems within the carrier
We recently received an email by an anonymous T-Mobile employee, who wanted to share their thoughts about the problems within the carrier. It was quite an extensive message, and it showed that the employee is really taking these things personally (a bit too much, if you ask us). Anyways, the message moved us because of the sincerity and dedication one could feel in it.

We don't know if all of these problems are to be associated with the typical T-Mobile store, but if that's indeed the case, we do hope that this message will be taken seriously by the company's management.

Are there any T-Mobile employees reading this? You can share your thoughts about the problems outlined here in the comments below!

And here's the full, uncut message...


"To Whom it may concern

Let me start off by saying that I am currently employed by T-Mobile and used to be able to say that I bleed magenta. Unfortunately every single day I start to dislike my job a little more. I am even starting to dread going in to work. Some background on myself, I have been in the wireless industry nearly a decade and have worked for the “big two” wireless behemoths. When I started at T-Mobile it was a refreshing change, a company that actually cared about its employees and its customers. I could see myself working my way up the corporate ladder and actually retiring with this company. I was proud of my job and thoroughly enjoyed going to work everyday. In the past eight to ten months I have noticed a drastic change. We are hemorrhaging customers and are not growing. This used to bother me and I used to take it personally when a customer had a negative experience with T-Mobile, lately I seem to care less and less. It even seems inevitable if we maintain our current path. This will hopefully be read by someone who can make a difference, this is my last ditch effort to make a change. Let me start with a relevant quote :

"Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall."
— Stephen R. Covey

Let me begin by developing the goal. The goal should be very simple. We need to acquire and retain as many customers as possible, while creating the most enjoyable work environment! I want to stress the work environment, I feel that the current leadership is creating an extremely negative work atmosphere. I can only hope this is done out of ignorance and desperation, not on purpose.

Creating a stressful and negative work environment is like a cancer. I have seen a very serious change in leadership from inspiration and doing what's right for the customer, to an iron fist and profitability.
Creating a stressful and negative work environment is like a cancer. I have seen a very serious change in leadership from inspiration and doing what's right for the customer, to an iron fist and profitability. I have a firm belief that if you do what's right for the customer, they will continue to come back and they may even bring a few friends. I think they need to look to who is successful and listen to the customer to develop a strategy. Unfortunately they are not doing either.

Churn is our big drive for 2012. I whole heartily agree that we need to be focused on retaining our customers as they are what keep the lights on. Sadly they are conveying the wrong message to us “front line” employees. It feels like they are almost blaming us for no growth and high churn. While they may not intend this (I really hope not) that is the message that most of us are getting clear across the board. It feels like they keep adding more and more things for us to do with every customer. It is just insane the amount of stuff we are supposed to sell and go over as part of the “Complete Solution”. It just seems like they keep adding more and more everyday. They need to put themselves in the customers' shoes. I try and think about all of my purchasing experiences and I would not want to sit through all of the nonsense they want us to talk about.

I strongly feel that every member of the leadership team should have to work as a sales associate and follow all of these ridiculous procedures for a minimum of one full month under the same quota. They should also be followed around and micro-managed under the extremely robotic sales pitch that they make sales associates use. If they can make it through the whole month, they than need to become a retail store manager and deal with the ridiculous burden they have to carry everyday. They seem to add something to the load on retail employees daily. The worst part about it is that they forget about the new rule they added, then a few weeks down the road when they remember it they selectively and enforce said policy and then have the nerve to say this is why you're not successful.

I like to simplify things. Let's look at growth for example, specifically for the wireless industry. You have to first sell products people want (Coverage, Devices and Accessories). Seems simple enough right? You have to set a price people can afford and UNDERSTAND (Price Plans, Return Policy, Contract Agreement, Upgrade Tenure). Again a no brainer, right? Last and a little more complicated is reputation. How about keeping your customers? Or churn as the industry calls it. Again this ties back to the same principles as grown, but adds a little more depth. For churn we need to factor in customer experience and problem solving.

These all seem very straight forward and simple. You would think T-Mobile would target these specifics and help bridge the gap. They seem to take one step forward and two steps back.

They missed the boat big time on the iPhone. While I don't personally like the device and understand that some devices will do more and work better. People don't care, they want the iPhone. I understand that we will not be getting the current line up, but we cannot afford to miss the next one.

We need better coverage. Period. It seems that the majority customers I have come over from AT&T or Verizon end up switching right back.
We need better coverage. Period. It seems that the majority customers I have come over from AT&T or Verizon end up switching right back. We don't have a very good reputation when it comes to coverage. It seems that a lot of customers have trouble getting signal in their house and is the main reason we get returns. We offer a lot of great solutions, wifi calling and a signal booster. Customers don't care. Period. They have heard that T-Mobile has lousy coverage and this becomes a self fulfilling prophecy. Our coverage is pretty good now and I personally do not have any issues, but to fix this it needs to be great. We need to talk about how great it has become and acknowledge that we had issues in the past. Market it, T-Mobile is going through an overhaul! We need to WOW people. They heard from a friend's grandma's uncle who had T-Mobile and had terrible signal. So they look for signal issues, as soon as they have any they bring it right back! They need to see that we are expanding and building our network.

When it comes to price, we need to make a decision. We need to either subsidize phones or not. I personally can understand why we shouldn't, but I don't think it will work in America. We are used to instant gratification and still do not understand that phones can cost in the upwards of $1000. Frankly we just don't care, we know we can go to any other carrier and get the iPhone for $199. They don't care that the monthly service is less expensive. They don't want to pay $600 for a phone. They should scrap the value plans because they are way too confusing for people. It also can put a bad taste in people's mouth. If they get the phone from somewhere other than a corporate store, they will get the classic plan and end up paying more. They see the advertisements of the cheaper plan and then come into a corporate store and we have to tell them they can't switch to that plan. They feel cheated and will not be resigning with T-Mobile.
WE NEED TO ELIMINATE ALL FEES! Why would we penalize a customer for joining our family, or even worse for staying with us for two more years!?!?!
We need to eliminate all fees. Period. No activation or upgrade fees. One more time, WE NEED TO ELIMINATE ALL FEES! Why would we penalize a customer for joining our family, or even worse for staying with us for two more years!?!?! We should own that and advertise it!

Finally we need to make the contract reasonable and understandable. Set the early termination fee based on device cost. That is something that people can understand. For example a $600 device that someone pays $200 for will have a $400 termination fee. We should also offer some sort of termination with returning the device in decent condition to lower the fee. We need to be the fair carrier. The termination fee should also be on a sliding scale that is printed on the contract. We need to eliminate pro-rated monthly charges. We should assign their billing cycle exactly 30 days after the initial sign up. They should understand exactly what their bill will be INCLUDING TAX. Part of the contract explanation should include when they are eligible for upgrade. This should be a sliding scale that offers the ability to upgrade anytime for a reasonable cost. Every month a chunk of money comes off the device. We should offer incentives for trading in devices that we still carry, so we can refurbish it and resell.

Now that we understand the simplest ways for us to move forward, let's talk about things that do not help us. We need to make this the best place to work. We need to remove this heavy burden that us front line people seem to have to carry day in and day out. First lets talk about what we deal with on a daily basis, please have an open mind and put yourself in our shoes.

Remember this before you decide to add more to the load that we carry. We are always the bearer of bad news. I stress this again the majority of our job is to try and deliver negative information in a positive way.

We tend to get a ton of customers paying their bill. When the bill is a little more than usual we have to decipher this confusing bill that we can't even understand ourselves and try to put it in terms that the customer can. If something is incorrect, we have to call in and act as the middle man only to make it more confusing to the customer. Which leads a lot of front line employees to tell the customer that they are going to have to call care, because if we call they are going to just quote us policy and not actually make it right for the customer. Sad, but true. When they actually do call customer care they reach an outsourced representative which at this point sends the customer into a rage. They begin to count the days until their contract is up or opt to pay the early termination fee.

People often have issues with their phone. We have to try and tell them that the phone is fine and it is usually something they are doing. A lot of the times these are customers who wanted the iPhone and we told them how much better this phone would be for them which again becomes a self fulfilling prophecy. In the back of their mind they think had they gotten the iPhone none of this would have happened and they feel deceived. If there happens to be something wrong with their phone, we have to tell them that they are going to be charged $20 for a replacement or $5 if they have the insurance. They usually ask if they can get a new phone to which we have to tell them the ridiculous price the system generates even if they are one month away from a full upgrade. Worse we get the customer who damaged their phone and does not have the insurance, then decides the early termination fee is less expensive than a new phone.

Each quota is treated like it directly threatens your job.
These are just a few of the scenarios we have to deal with all day every day with a smile on our face. We have to deliver all of this terrible news while keeping a positive attitude and meeting our quotas for New contracts, prepaid, upgrades, accessory sales, data attachment, insurance attachment, small business activations, e-mail sign ups, ebill sign ups, easypay sign ups (auto debit bill pay), targeted offers delivered, referral customers, mobile broadband, add a lines, smart phone mix and I'm probably leaving some out. Each quota is treated like it directly threatens your job. Oh and don't do too well because that will become your new quota next month! We have to offer all these products to our customers while taking them through the “on boarding” process.

The “on boarding” process goes something like this; We ask a few discovering questions and get to know the customer. We have to look up at least three addresses and check the voice and data for each address the customer chooses. We have to make a recommendation which includes multiple lines, four accessories, insurance and a mobile broadband product. Regardless of need and there are sales pitches that go with each product. As we continue we MUST GET their email address and get them to sign up for ebill and easypay (auto debit). Again there are sales pitches for each one. We then total out the transaction and recap the entire process. This all has to be recorded onto a piece of paper called a “Right Fit Guide” which we have to go over with the customer and get initials on each and every category that we covered. Now we set up the customer's device. This involves teaching them how to use it, setting up their email, voice mail, downloading two applications and transferring their contacts. This whole process takes about an hour for the very tech savvy customer and upwards to two hours for the non-tech savvy customer.

They now have started a new Small Business campaign that we are supposed to cold call and actually go out and solicit small business customers. They give us an out of date list with a ton of wrong numbers, which makes us turn to Google and phone books to solicit customers. We aren't taught cold calling techniques or business sales, just kind of supposed to figure it out. Hopefully we will be able to hit our quota. Leave business sales to business representatives.

More often than not, stores are often running on a skeleton crew. Usually under 10 employees. I don't know if you have ever been to a Verizon or AT&T store recently but they usually have more than that on the sales floor at any given time. I am not saying we need 10 employees on the sales floor, but lets be a little more realistic. How about Retail Sales Associates help customers instead of worrying about all this other nonsense? How about hiring maybe one or two more people? Lets try and make their job a little more enjoyable. Not only are T-Mobile sales associates the lowest paid in the industry, they have more quotas and work requirements than every other carrier.

Managers not only have to do all of the above due to lack of sales associates. They also have to enforce all of these ridiculous rules and make sure they are writing up all the sales associates that are not meeting their quotas. They even have to write associates up for not filling those “Right Fit Guides” or not going over something with a customer. Managers have to put together a million different binders for each category on things that become out dated within a week that no one is even going to read.

I hate to break it to you, but having enough email addresses is not going to fix the problem.
The worst part about it all is the propaganda they churn out. They say all of these ridiculous rules are going to help keep customers. They have tons and tons of meetings about how getting a customer's email address, signing someone up on easy pay, getting someone on a higher data plan, forcing customers to buy insurance and all these other insane policies are going to reduce churn. I hate to break it to you, but having enough email addresses is not going to fix the problem. Having someone's bill come out of their checking account will not keep customers. Certainly dragging out the already long and drawn out activation process will not get customers to keep our service. They want simple, honest and a SHORT sales process.

We need to eliminate all this pressure and micro-managing put on sales associates and managers. It may create short term gains, but it always leads to long term attrition. I challenge you to interview your front line employees."

* Bold was added by PhoneArena in order to make it easier to spot the different issues that are discussed.


So, T-Mobile, do you accept this challenge?

128 Comments
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posted on 23 Mar 2012, 05:38 13

1. TechDork (Posts: 221; Member since: 10 May 2010)


..........Damn.

posted on 23 Mar 2012, 05:48 4

2. CHEFJEFF (Posts: 143; Member since: 22 Sep 2009)


Ray S, makes a lot of sense, and should be running things at T-mobile.
Companies like this just don't understand how to keep customers happy, attract new customers, and keep the ones they have. And they also don't seem to know how to treat their employees.

posted on 23 Mar 2012, 06:13 10

3. FAUguy (Posts: 77; Member since: 09 Apr 2008)


This was sent to PhoneArena by a T-Mobile employee, which was posted by Ray S.

posted on 23 Mar 2012, 13:02 2

46. pitchblack (Posts: 2; Member since: 23 Mar 2012)


I only read the first third of the rant and doubt the rest makes any more sense. If you think this kind of people should run the company, you might want to consider the actual amount of money they need to work with. This guy claims that coverage is an issue and people go to ATT for a better one... I call this BS. Tmo has roaming agreements, so in areas where only ATT has coverage, Tmo customers get coverage too (no data though). One can't possibly hope to have a network equal to a network built with more than twice the number of subscribers (who also pay more/bring more revenue). And the iphone thing - check the news from awhile back, when the allmighty Apple granted their divine blessing to Sprint to sell their "magical" device. The permit ringed a pricetag, which makes no sense. Actually, I applaud the decision Tmo made - not to be extorted by that greedy fruit. They have made it clear that the company would like to sell iphones, but is not ready to "do whatever it takes"...

posted on 25 Mar 2012, 12:03

90. nowhere (Posts: 2; Member since: 25 Mar 2012)


I get good T-Mobile coverage around metro areas. In several outlaying areas service is intermittent or non existant. I usually get AT&T signal but can not connect. Customer service says this is what it is and there is no roaming where I have issue.

posted on 13 Sep 2012, 02:08

124. sheem91 (Posts: 2; Member since: 13 Sep 2012)


ok u r wrong, we do have roaming agreements but not for all att towers, just for some, not to mention its less than before becuase the deal did not go through do att decided to take them away, and with the iphone, WE NEED IT, i personally dont think its all that great but if customers want it we need to get it, it makes no sense or us to try to put our phones up against the iphone when all the other carriers have our phones plus the iphone what sense does that make, SPRINT MAY have had to pay for the iphone but they are not going down hill they are progressively doing better, u think u knw but you have no idea what you are tALKING about,

posted on 23 Mar 2012, 17:32 7

63. JeffdaBeat (unregistered)


I cannot say how dead on this post is. I saw the same thing happening at AT&T...constantly. Instead of it being an open dialogue between you and your customer, you were given a script and an insane quota that was near impossible to hit. Much like this guy, I dreaded going into work everyday. I had a script to read from for the most part...how I should great my customer. To respond to everything with, "I can help with that." It was dreadful. I was a robot reading from a script, but I was also to blame when their method didn't work. It's terrible.

But that's retail nowadays. I just don't think the people in charge understand that things have changed in sales. People buy online because they want to avoid this bulls**t. Hell, I don't even go into retail stores anymore because I just don't want to go through the hastle.

T-Mobile has to change. They can't afford not to.

posted on 23 Mar 2012, 19:09 6

70. MaxGrossman (Posts: 3; Member since: 23 Mar 2012)


Dude needs to realize this is something that goes on at all carriers.

ALL cariers.

The wireless industry in the United States is a great big brothel, you just gotta' figure out which prostitute you want to either pimp or screw, it's that easy.

Part of the problem is the idea with corporations in America is that you can hire a business major fresh from an Ivy Leaugue school to run the company, when in all reality, somebody should be promoted from the bottom-up. This is a big problem with America and it's what put the bow of the ship under water in the first place.

You're demented if you think otherwise...

posted on 23 Mar 2012, 06:24 4

4. ajac09 (Posts: 1367; Member since: 30 Sep 2009)


verizon stores have 10 employees or more??!?! where?!?! all the ones around i've only seen like 3 people at most working

posted on 23 Mar 2012, 10:04 4

28. JunitoNH (Posts: 872; Member since: 15 Feb 2012)


This may be true for the Kiosk, such as the ones located at BJS. Every full service Verizon store has at least seven employees. Don't confuse Verizon stores, with Verizon store wireless solutions; these stores are independently owned. Hence, the higher prices on devices.

posted on 23 Mar 2012, 10:20 7

29. baboex (Posts: 10; Member since: 10 Oct 2011)


I'm sorry, I am a manager at a locally owned retailer. I challenge you to find a single one of my devices that is more expensive than the corporate store. I keep most of my prices about $20 CHEAPER than the corporate and most times online pricing. Corporate rarely means better anything where I am at...

posted on 23 Mar 2012, 14:21 1

54. iamcc (Posts: 1319; Member since: 07 Oct 2011)


That could be the case at your store but I have worked at a "wireless retailer" and they do in fact charge more.

It may not be the actual phone price but there are ways they increase the price.

One strategy was to charge tax on the full market value of the phone when a corporate store would charge it on the price you paid.

Another was to put $10-35 fees on every transaction you could possibly convince the customer to pay for.

I worked there for 8 months and policies like this were why I quit.

Babo i'm not saying this is the case in your store but it does happen.

posted on 23 Mar 2012, 19:39 3

74. lsutigers (Posts: 713; Member since: 08 Mar 2009)


Well I have worked at a Verizon indirect / independent dealer and a corporate store and I can tell you, indirect with Verizon do whatever they want. It seems like they have no regulation by the carrier, they can charge whatever they want, even if its higher than corporate etc... Obviously, not every independent is the same, a lot depends on the owner / management but I remember the owner of my store used to tell me to tell me to try to sell the phone for at least 20% over corporate and not give the customer the corporate price unless they knew and complained. Of course, this led to every customer paying a different price and often coming back to ask for an adjustment for which he refused to do. Accesories at Verizon independents are also cheap knockoffs and not OEM quality, yet the carry the OEM price. They would often break and we could do nothing about it. Also, Verizon does not control the return policy of independents, therefore, the owner refused to accept returns which were clearly within the carrier's policy. For this and other reasons, I try to avoid dealers.

In contrast, Sprint independents are regulated by the carrier and they must operate under the same guidelines as corporate stores. Meaning the prices and return policies are the same, accessories are Sprint branded, they offer ReadyNow service like corporate stores, and for the most part, the experience is very similar. In fact, with most Sprint dealers, you would never be able to tell they are independently owned, they usually only display the dealer company name in small print on the door, outdoor signs look just like corporate. This experience is much better for the customer as they should not be treated differently when they go into a dealer vs corporate store. I know this because I recently brought my Sprint work phone into an indirect tech / repair center and did not know they were such until I walked out and saw the sign on the door.

posted on 26 Mar 2012, 11:47

92. baboex (Posts: 10; Member since: 10 Oct 2011)


I suppose I should have been more clear. I manage a Premium retailer. a lot of the same regulations, we keep out return policy the same, our prices better, and our customer service the best in the area. Thats not to say that other retailers are all the same, but thats how it is with all stores on all carriers. I have walked into corporate stores and felt that those stores were a lot shadier than the retailer 2 blocks away. Stores are good or bad based on the people there, not by whether or not they are a retailer or corporate (edit) or which carrier they are.

posted on 23 Mar 2012, 17:38 2

64. TCVerizonRep (Posts: 3; Member since: 21 Oct 2009)


I'm with ya baboex. I am the inventory manager for a Verizon Authorized Retailer and while our profit margins aren't near what they have at Verizon Corporate locations, we consistantly match or beat online Verizon pricing. I understand that you may have had a different experience with the indirect store you worked at JunitoNH, but many of us are very competitive. Shoppers are too smart to take advantage of and survive as a company.

posted on 24 Mar 2012, 09:35

78. JunitoNH (Posts: 872; Member since: 15 Feb 2012)


Sir, with all due respect, maybe In your stores things are cheaper. Having said that, in CT stores, devices are marked $10 over* Verizon stores and online.

*Verizon Wireless zone.

posted on 16 Apr 2012, 20:41 1

99. TMobileEmployee (Posts: 3; Member since: 16 Apr 2012)


Not sure if you guys noticed but this conversation has NOTHING to do with VZW we're talking about T-Mobile Employee Satisfaction. Stay on topic please.

posted on 13 Sep 2012, 02:11

125. sheem91 (Posts: 2; Member since: 13 Sep 2012)


THANK YOU!!!!

posted on 24 Mar 2012, 17:54

84. smallcolabear (Posts: 81; Member since: 18 Feb 2012)


I work for an independent and I know we try to offer the best pricing we can offer with price match and taking hits with phone discounts if it makes our customers happy we will do what we can to achieve it. However I cannot speak for every indirect company that are out there.

posted on 23 Mar 2012, 06:37 4

5. sheepygalaxy (Posts: 68; Member since: 10 Mar 2012)


tmob is the same in the uk they say that they are one of the top carriers but in fact are not 2biggest problems are crap customer service and very poor signal all over uk.so I feel for this person its about time people speak up

posted on 23 Mar 2012, 19:08 3

69. JGuinan007 (Posts: 633; Member since: 19 May 2011)


Isn't Tmo still for sale? Tmo is a sinking ship AT&T was their lifeboat and we know what happened to that. As their ship is sinking no one wants to repair the ship or patch the holes they want skuttle it and sell it for scrap.

posted on 23 Mar 2012, 06:39 5

6. thephoneguy92 (Posts: 191; Member since: 29 Dec 2011)


This hurt my head

posted on 23 Mar 2012, 06:46 4

7. Dutch1 (Posts: 19; Member since: 23 Mar 2012)


I have been with T-Mobile since it was Aerial (1997-2012 [leaving]). I worked for T-mobile when I was in college, it was fun! You try to go for the underdog...however, T-mobile is no longer the underdog just "under".

I ported my wife's number to AT&T last year. Of course, she got the I phone. I paid the $200 early termination fee even after resigning with T-mobile a month before Christmas. It was worth seeing her happiness to pay the $435 (iPhone-$199, early termination- $200 and activation fee- $35) to move to AT&T.

T-mobile now has the stays of Cricket Wireless and Boost Mobile (cheap service, plans and phones). I am a Galaxy S fan and looking forward to GS III. However, I will be porting my number to AT&T, once the phone is launched. This means I will pay T-Mobile's early termination and buy the GS III. In addition, I will move my mother-in-laws line as well and she will finally have the iPhone (all for a total of $670).

Heck, some may say that it is a waste of money. However, I buy a new iPad every year or some new technology. Why limited myself to T-mobile's line-up of scraps and phones that lose their volume rockers (Sarah Palin- "Thanks but NO Thanks"...not a fan of hers btw.).

At this point, having a T-mobile phone is embarrassing. I worked for AT&T for 5 years (as a Network Sales Engineer) and hate the company. However, I am going to Big Blue as they have shown strength even after giving T-mobile scraps of spectrum. It is sad, without their spectrum, T-mobile would be left on HSPA+ for a long time.

IMO, 2014 for T-mobile's LTE launch is way too long. Verizon and AT&T will be on LTE advanced by then.

BOTTOM LINE....T-mobile is disappointing. This is not the employee's but their executives. It is shameful that they are nothing like T-mobile UK.

At this point, Cricket Wireless should purchase T-mobile (Terrible-Mobile).

posted on 23 Mar 2012, 06:57 4

8. Zayuh24 (Posts: 148; Member since: 21 Nov 2011)


I shared it to T-Mobile's Facebook page. I hope they actually read it. However, reading the people's comments, I see their frustration. I may end up leaving the carrier as well when my contract expires next year, or pay an early termination fee.

posted on 23 Mar 2012, 07:22 4

9. remixfa (Posts: 13903; Member since: 19 Dec 2008)


Reply to “tmobile employee”, from a T-Mobile employee…

Im just going to knock this out point by point.

I have also worked at the other behemoth carriers. I started with VZW. VZW was a job that pays fantastic, but where you get screwed over for an extra dime for the company. Where they really do rule with an iron fist and take no BS from employees. You do exactly as you are told or you are out the door. T-Mobile is the exact opposite. It doesn’t pay nearly as well but the atmosphere to the employees is much more relaxed and friendly. I have not seen anything but management being pliable and helpful to employee needs no matter how drastic. Sure, there may be some posturing and such by management and that is to be expected, but in the end they have always chosen to be helpful. Im not just talking about myself but also the employees around me. I can tell you without a doubt in my mind that the employees I am thinking of would have been terminated from the “big guys” long ago for what they have cost the company in productivity and benefits. T-mobile has taken and stuck to the “were going to help you” mentality from day one and continues on for some employees long after it has stopped being beneficial to them as a company. For that, they always impress me.

Your issue with management is not indicative of T-Mobile as a whole. Your complaints need to be sent up the ladder, not vented on a website. It sounds like you have personal issues with your manager. Go deal with them like an adult.
I don’t get where you feel they are “blaming us”. I haven’t seen anything to go with that statement. Again, it sounds like you have personal issues with your management. As far as our “goals” go, I do agree with you. The company is a bit wishy-washy when it comes to what our “goals” actually are. It tends to change monthly. It feels like they are throwing things at a wall hoping one sticks. Honestly though, that’s how many businesses are… especially businesses that are running on hard times. Maybe you should get out of a customer industry if you don’t like constant flux.

I partially agree with the Value/Classic issues. They need to pick a side and stick with it. Personally, I’d rather they stick with the Value plan, as its better for OUR CUSTOMERS. You want the classic plan because its easier for you to explain. That’s pretty lazy. The value plan is unbeatable in the industry. $60 bux for unl talk/text and 2gig of web with no overages. Even with the most expencive phone tacked on that’s only $80 bux a month. It costs $140 a month on VZW and ATT, and you still have to pay $300 for the phone on those carriers. If you cant sell that, then u need to retire. It sells itself. However your point about customers getting pissed because they can only see one plan online and another style plan on TV and getting confused is dead on. Again, T-Mobile needs to pick a side and run with it. The “dual” company isn’t working.

posted on 23 Mar 2012, 19:19 1

72. pilotgrrl (Posts: 1; Member since: 23 Mar 2012)


I'm a T-mobile customer, and have been since VoiceStream. I've done tech support, network engineering, etc for many years. I've worked in call centers (front end and back end). Frankly, outsourcing stinks. VoIP fails in ways you cannot fathom, primarily because most companies refuse to pay for enough bandwidth. Case in point - call American Express about your account. How long is the wait until your call is handled in the order in which it was received? Most times, under 15 seconds. Call quality? Crystal clear, most of the time. Can you fully understand what the agent is saying? Almost always. Courteous and polite? Without fail.

T-mobile has been just as good, and upper management realizes the need to regain their #1 JDPower customer care (much different from customer "service") ranking. They also understand the need to improve high-speed coverage and service. They're working on it. Magenta was outplayed by the AT&T juggernaut - politically, financially (up to and including bribing charitable organizations to make misleading statements on the FCC filing supporting AT&T's position), ethically, and every other way imaginable. Deutsche Telekom is hurting. That was the sole reason for the lame "merger" attempt.

Fix the rate plans, don't penalize your loyal customers, and keep all of us -T-mobile employees, customers (current and future), suppliers/vendors - up to date on where Magenta is going and how you are planning to do it.

Relax and stick together! We can do it, given a little time and patience. I'm still a loyal, happy T-mobile customer and proud to say it.

posted on 23 Mar 2012, 07:22 3

10. remixfa (Posts: 13903; Member since: 19 Dec 2008)


Coverage. Here is where I agree with you… about advertising our coverage. In people’s minds we have c rap coverage. I see it on these boards all the time. People that have never had or haven’t had t-mobile in quite some time complain that we have horrible coverage. When in fact, we don’t. We have coverage on par or better than ATT in most cases… and for half the price. Where I live the coverage is near perfect (some buildings will always be a problem for GSM). T-Mobile needs to scream from the hilltops about our vastly improved coverage until people hear it. Yet they stay silent on the issue. They expect the front line employees to tell the customers as they walk in the door. Well people are not going to come to us if they already have a negative image of us. And if they do, your right, they generally make up a reason to run if their friends tell them some horror story of their buddies, gf’s, brothers, babymama’s experience. That said I had less than 10 people deact for all of last year, so in my area at least, its not a huge issue.
The contract is easy to read and understandable.. if you’re a lawyer. Of course, find me a company who’s contract isn’t in lawyer speak. You want to streamline the bill yet convolute the termination fee. No one keeps their paperwork. So that will just give you more people to explain that to. You want to bring in more customers, yet raise the ETF to $400?????? Did you think that through? And then u want it on a sliding scale? It already is. Its $200, then after so long its $100, then $50, then zero. Upgrades are also on a sliding scale. Unlike other companies, you get a discount on a phone after 12 months with t-mobile. The discount increases every 2 months until you get to 22 months, then you can get a full discount again (on classic plan). We also DO offer incentives for trade ins. www.T-mobile.com has a trade in tab on it. They do sell refurbished phones from the website as well. Do you really want to sell used phones in the store? You think you have tech issues now, just wait.
The bill is easy for most customers. Because its just a summary statement. Very few people get a full bill. And honestly, if you cant figure out how to read the full bill, then you need to ask your manager, because its pretty easy. They break it down line by line to the penny. That is a knowledge deficit on your part, not on T-Mobile’s.

Honestly dude, I wonder if you actually work for the company since most of your “suggestions” are already in place. Maybe the reason management is so hard on you is because you spend more time complaining than actually looking for the answer.
The “on boarding process” is way easier at T-Mobile than it was at VZW. Dude, everything your are complaining about is PART OF YOUR JOB AS A SALES REP.

posted on 23 Mar 2012, 08:19 2

17. dodo1234 (Posts: 36; Member since: 06 Nov 2011)


Ill admit the voice/sms coverage has greatly improved, I only use my phone for texting n wifi for data. But their mobile data coverage is horrendous. Obviously they have as fast or faster speeds in their 3G/4G areas, but they still have so much 2G/EDGE, its ridiculous. I love the plans n phones, I can't stand apple, but I've haven't seen a VZW or ATT phone on less than 3G in years now. TMO really needs to work overtime on upgrading all that 2G coverage already, if it was all 3G/4G coverage I could convice more ppl to take TMO seriously as I'm sure u sales ass could as well.

posted on 23 Mar 2012, 08:42 1

20. remixfa (Posts: 13903; Member since: 19 Dec 2008)


Att has less 3g/4g coverage than tmobile. huuuge swaths of Att are still 2g. ever watch a vzw coverage commercial? they poke fun at ATT all the time for that. vzw is pretty much 100% 3g coverage but that coverage is pretty slow compared to what ATT and tmobile consider 3g. it's about 2x as fast as tmobile's edge coverage and about 1/5th as fast as tmobiles 3g coverage. that's why LTE is a much bigger deal to vzw than it is to tmobile... for now.
it always depends on where you live for the question of "who's the best". the point is tmobile needs to spend more time convincing people that they don't suck like they used to

posted on 30 Mar 2012, 03:16

98. dodo1234 (Posts: 36; Member since: 06 Nov 2011)


I very highly doubt at&t has less 3G coverage than anyone but VZW. N tho it does depend on where u live, I'm sure most of any 2G ATT has is in South Dakota, Montana or Alaska. TMO has more 4G(feauxG) than anyone .VZW has more LTE than ATT is what those commercials usually point out, they don't really mention 3G anymore. I still believe TMo needs a lot of upgrading to do, HSDPA or HSDPA+ is fine. N then they can let their network speak for itself like any real techie now really counts not 50 commercials per day.

posted on 23 Mar 2012, 07:23 1

11. remixfa (Posts: 13903; Member since: 19 Dec 2008)


Sorry, but I refuse to cold call or go out and solicit. I stand my ground. Yet I still have a job. Again, it sounds like you have issues with your management. VZW had us doing tons of cold calls, so the grass is not greener.
Skeleton crews. My store normally runs with 2-4 people in it. Do you know why there are more people in VZW stores? Because they have LESS stores. In my area, which is a major city, VZW has 5 locations. T-mobile has nearly 20 and is “expanding”. Here is a point you missed in your whining. T-mobile needs to consolidate these stores and have LESS stores with more employees per store. When you walk into a VZW store, its always busy. As much as people want to complain about it, it also makes them want to be there, as psychologically they feel part of a popular group. That is why they keep coming back. VZW has 3x the customers with 1/3rd the stores. That leaves tons and tons more free cash to do things like advertisement and paying its employees better. T-mobile needs to take a page from that book. Yea, it means some employees would lose their job on the convergence, but the ones that are left could be paid a lot better and the company will be better off.
If you want honest conversations with your customer, have one. I refuse to lie to my customers, and I always answer honestly even if its bad for my “sale”. Regardless of this, I am always number 1 in my store because customers trust me. So weather they come back for an issue or a new line, they know they can trust my answers. We call that… loyalty. If you were good at your job, you could easily position things like PHP to the customer in ways that benefits them. I refuse to tell a customer they have to have PHP, and I get in trouble for it. If I cant tell them why they need it, then they don’t need it. But again, all the posturing management does goes away when they see my monthly numbers.

Short, simple and sweet, here we go. My take on your letter is that you need to wake up. While there was some good things in your email, it was 90% whining about your boss, and putting it on all of T-Mobile. You better seriously hope your boss doesn’t figure out who you are, or you will be looking at being unemployed. T-mobile is a great company with a great product. It does have some serious flaws in advertisement and its wishy-washy “goals” that constantly change, but its not enough to need to write a letter to a major board. Try this. Talk to your manager instead. If that doesn’t work, talk to your DM. If that doesn’t work, send letters up the email chain of command. Someone will answer you. It might not be the answers you want (and honestly, im glad they don’t do some of your suggestions), but someone will answer you.

REMIXFA

posted on 23 Mar 2012, 07:41 3

13. lubba (Posts: 1310; Member since: 17 Jan 2011)


Yes he whines about boss but he's trying to point out corporate failures to why tmo is in the boat that it is! They could learn a thing or to from this employee.

posted on 23 Mar 2012, 08:04 2

16. remixfa (Posts: 13903; Member since: 19 Dec 2008)


he had 2 sentences of valid issue in his whole whiney statement. that employee is probably on the verge of being fired for poor performance and customer reviews and is lashing out. it was a letter written by someone that didn't know the basics of their job, understood why they had to do certain things, or cared. that employee needs a little less whining and a lot more education / experience.

posted on 23 Mar 2012, 15:47 1

59. medicci37 (Posts: 622; Member since: 19 Nov 2011)


Damn ! All i can say is Tmo employees definitely have 2 much time on their hands. If they spent as much time doin their job as they do writing Phone Arena. Profits would be through the roof.lol

posted on 24 Mar 2012, 16:48 1

80. remixfa (Posts: 13903; Member since: 19 Dec 2008)


its called reading this while im drinking my morming coffee.. before work. lol. We can no longer reply properly at work since they messed with our browser/java settings. :(

posted on 23 Mar 2012, 16:02 1

60. medicci37 (Posts: 622; Member since: 19 Nov 2011)


If I lists all the problems I had with tmo my letter would be longer then hers. In my experience.The only thing great about Tmo is their prices. The service you get sucks !

posted on 23 Mar 2012, 07:24 5

12. omarc26 (Posts: 357; Member since: 05 Dec 2009)


i worked at at&t last year and now work in verizon i hate both there not any better than t-mobile when it comes to treating customers they all suck .. the verizon store im working at right now im the only guy the 3 persons i work with are gurls and they are b!tches they usually in a bad mood everyday for no reason and when a customer walks in they completly ignore them and im the one that have to go up to them and tell them if they need help. There also very good at sweet talking people into getting phones when they want too but its usually only hot guys they do that with.. its just a mess with me there cool but still i hate working there. Then theres the friday meetings which today is friday so it means there will be one were the supervisor comes in only day of the week he does and gives us ideas on how to rob customers and get more out of them he gives us ideas to kinda brainwash them it works cuz i admit i done it then when they come in to complain about something to tell them we cant do anything about it and screw them cuz they locked in a 2 year contract and if they dont like it they can pay etf and go somewere else and when they treathen us by saying they will go somewere else we have to act like we dnt care and tell them ok yes i have a great supervisor he gives me great advice thats why i love my job..

posted on 23 Mar 2012, 07:42 2

14. lubba (Posts: 1310; Member since: 17 Jan 2011)


Agree with this story!

posted on 23 Mar 2012, 07:44

15. ibap (Posts: 692; Member since: 09 Sep 2009)


I wanted T-mob for wifi calling at our house, or in other locations where there is wifi but poor OTA. However, the regular coverage where I am is restricted to along major highways, which doesn't work well for me.

posted on 23 Mar 2012, 08:21 5

18. kcombs (Posts: 245; Member since: 15 Dec 2010)


Are you sure they don't work for AT&T? Because that's about how I feel.. Lol

posted on 23 Mar 2012, 08:31

19. drazyw (unregistered)


Welcome to big corporate. You liked it when it was small, but hate it now that they are bigger. This is how it works. After working for 4 small companies and getting bought out in every single one, I can attest that this is true across the board. Small companies care, large companies don't. There are just too many people to care about the individual. It's a numbers game. It's how it will always be.

Also, I had T-mobile. Loved the speed and coverage in my area. HATED their phone choices. I thought they sucked, and still suck. I left to have better upgrade options. AT&T merger year ruined them and they became stagnate and they haven't recovered.

posted on 23 Mar 2012, 08:56

21. irvinkeith (Posts: 55; Member since: 27 Jan 2010)


yea, what he said

posted on 23 Mar 2012, 09:08 4

22. dejahu (Posts: 35; Member since: 01 Feb 2012)


As an employee in the same industry, I really think he should've sent this to his HR rep or his store manager. Getting all butthurt on the internet does nothing for nobody.

posted on 23 Mar 2012, 09:26 1

23. cellphonator (Posts: 298; Member since: 29 Oct 2011)


My 2 cents on coverage and contract: We've been with T-Mobile for 7 years (family plan 5 lines) and we live 30min away from a major city. In this area Tmobile works great on par with vzw and att and cost a lot less.
We just renewed for 2 more years this time with Value Plan and we saved $118 per month, which means $2832 over the entire contract plus the plan was tailored exactly to our needs because between the 5 lines, somebody needs more min. talk while somebody else needs more internet time. Before (2 years ago) was $30 for internet on smartphones, take it or leave it.

Just before signing the contract 2 years ago we switched to VZW to experience "the best carrier in the nation", the result was we canceled before the 30 days, paying $30 restocking fees for each phone, and ran back to Tmobile. In the meantime the excellent VZW customer service on the phone claimed they lost 2 numbers and after a battle of a few days we got back the numbers thanks a smart sales rep at Tmobile store.

Whenever we dealt with customer service on the phone (in 7 years it happened more than once) I can say it was always a pleasant and helpful conversation. In the stores there is always good and bad employees but this is normal and bad apples are everywhere, fortunately I haven't had particularly negative experiences.

Maybe we're just lucky but bottom line is I'm sold to Magenta and so are the other 4 users in the plan.

posted on 23 Mar 2012, 09:33

24. hepresearch (unregistered)


I agree that these gripes may be quite legitimate... I worked for T-Mobile just a few years ago and some of these things were already beginning to happen. T-Mobile should have offered the iPhone 4 at the same time Verizon started to. Waiting until the iPhone 4S arrived cost Sprint big, but at least they had the money to shell out and get in for the late action, but T-Mobile sure didn't have the means to get on board at that point, and there is little chance that they will be able to afford to start selling the next iPhone, either. I doubt that T-Mobile can afford to offer the iPhone, and likely never will. Sprint is under a huge burden now for having waited the extra year, but at least they took a shot at it when they still had a chance, and could yet still pull through. Between missing the iPhone 4 entry, and the lack of early UMTS rollout and early LTE adoption, I would say that T-Mobile already sealed their fate. This has gradually been translated into frustration in the retail channels, and now further downsizing on the customer care channels.

I disagree with the method of this announcement, though. I agree with several others here that this disgruntled employee should have gone up the standard chain, or consulted HR directly if the chain failed to pass the message up... posing this letter as an anonymous expose` on the internet does more damage than good. If T-Mobile management didn't listen to your letter through official internal channels, then you should have just given your notice and found a new job elsewhere instead of trying to anonymously expose the troubles at T-Mobile publicly. The allegations may have some truth to them, but this method of redress is counterproductive not only to T-Mobile's image, but by extension it is also counterproductive to your job, anonymity or not.

posted on 23 Mar 2012, 09:36 1

25. iami67 (Posts: 318; Member since: 18 Oct 2011)


Sounds to me like this guy needs to find a new job. he should stop whinning and put this much effort into helping his customers. Seriously its a sales job. All of these things they ask him to do aretrying to help him make money. The more things they give you to sell the more money you can make. And it is his job to listen to the customer then pitch the customer what he needs. Sounds to me like this guy is doing that skit from SNL where the sales rep just starts saying everything he is taught and confuses the hell out of the customer with out ever listening to the customer. As far as you skeleton crew. Ten reps are a lot. I work for vzw in nj we have at most 6 reps at a time working one being the manager. We have won awards per quarter for having more phone sold then any other store in nj or pa and honestly i wish we had less reps on the floor. I dont think were ever busy enough for 6. I wish i had a skeleton crew that means me as a sales man will get paid more. DUDE quit your job your a horrible sales rep. Go get a job with the garbage men or something if you want a easy point and do job for half the money. Have fun

posted on 23 Mar 2012, 09:50

26. remixfa (Posts: 13903; Member since: 19 Dec 2008)


exactly

posted on 23 Mar 2012, 10:00 3

27. android_sucks (Posts: 111; Member since: 28 Jul 2011)


I currently have 5 lines on T-mo(galaxy tab and 4 phone lines). Last year I changed our family plan to one with more minutes. Two of the lines received phone upgrades in 2010 which means that in 2012 they are eligible for an upgrade, right.......wrong. When I called Tmo to see when I could do phone upgrades for those two lines I was told that when I changed the plan, that changed the upgrade date to 2013!!!! Needless to say that when the contracts are over bye bye little Magenta!!! Thanks for sharing your employee experience with us. I pray that you find a job somewhere else or that things get better. T-mobile get it together or it's curtains for you!!!!!

posted on 23 Mar 2012, 11:16 4

32. remixfa (Posts: 13903; Member since: 19 Dec 2008)


they changed your CONTRACT when they changed the plan ...which you had to either verbally agree on recording or sign for. they however did NOT change your upgrade date.

quit spreading misinformation

posted on 24 Mar 2012, 01:51 1

76. android_sucks (Posts: 111; Member since: 28 Jul 2011)


I am not spreading misinformation!!! I am however, sharing my experience with Tmobile. But it does not matter, my phone line is with Big Blue whom I have been with since 2002. Have a blessed day!!!! (-;

posted on 23 Mar 2012, 11:48 1

36. whaaa (Posts: 1; Member since: 23 Mar 2012)


you may want to swing by a store location and talk with someone. changing rate plans typically only changes the contract term dates, not your upgrade eligibility. in which case the two lines you mention would be eligible for upgrade 22 months after their most recent discount purchase. hope this helps.
also, not sure what you don't like about android.

posted on 24 Mar 2012, 02:00 1

77. android_sucks (Posts: 111; Member since: 28 Jul 2011)


I do not like android because of the devices that I have had. I hateeeeeeeeeee forceclose!!!!!! No matter how often I kill tasks, I would continue to get errors. Past devices: motorola cliq, samsung vibrant, dell streak 5, galaxy tab. (my $0.02)

posted on 23 Mar 2012, 12:22 1

41. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)


Damn T-Mobile makes you sign a contract to change your plan?! That's awful.

posted on 23 Mar 2012, 12:46

44. LoneShaolin (Posts: 307; Member since: 14 Jan 2012)


Agreed. Happened twice to me, but they didn't change my upgrade dates.

posted on 23 Mar 2012, 13:13 1

49. iami67 (Posts: 318; Member since: 18 Oct 2011)


last time i checked att did this too only verizon doesnt. verizon is also the only carrier that doesnt charge an upgrade fee

posted on 23 Mar 2012, 13:19

50. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)


I thought that practice was long gone, but guess not.

posted on 23 Mar 2012, 14:27

55. remixfa (Posts: 13903; Member since: 19 Dec 2008)


nope, its the norm. its a sucky norm which i think is gouging the customer, but it is the norm. If you go online, there is no upgrade fee. Just in the stores

Then again, id rather pay an $18 upgrade fee, than an extra $60 a month to have the same service.

posted on 23 Mar 2012, 17:42 1

65. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)


I was talking about extending a customers contract to change their plan Verizon hasn't done that for years. Oh yes and no upgrade fees.

posted on 24 Mar 2012, 16:57

81. remixfa (Posts: 13903; Member since: 19 Dec 2008)


VZW does do that if you take a promo plan. I used to work there. Tmobile just started the whole "everyone gets a contract upgrade automatically" thing if you change to a new version of the plan. If your already on that new version (classic/value) u can change within it, without extending your contract. I dont completely agree with the policy, but I dont have a choice in the matter either. Like I said, its a new policy, they didnt used to do that.

But then again, resigning a contract is a hell of a lot cheaper than 2 years of VZW/ATT service where you average 50-100s less every month. You can tout that "no contract resigning" all you want, but when im saving 60 bux a month per line, it doesnt take a lot to make up the 200ETF on T-Mobile if you want to break it. Which is also way cheaper than VZW's 350 ETF.

posted on 25 Mar 2012, 10:41 2

88. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)


VZW doesn't make you sign a contract to change a price plan. Even a promo plan. No need to spread misinformation.

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