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

0. phoneArena 23 Mar 2012, 05:10 posted on

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 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...

This is a discussion for a news. To read the whole news, click here

posted on 23 Mar 2012, 07:23 1

11. remixfa (Posts: 14255; 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.


posted on 23 Mar 2012, 07:41 3

13. lubba (Posts: 1313; 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: 14255; 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: 1282; 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: 14255; 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: 1282; 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: 360; 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: 1313; Member since: 17 Jan 2011)

Agree with this story!

posted on 23 Mar 2012, 07:44

15. ibap (Posts: 762; 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: 275; 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: 57; 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: 14255; Member since: 19 Dec 2008)


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: 14255; 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: 14255; 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: 14255; 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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