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...
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30. gwuhua1984 (Posts: 1237; Member since: 06 Mar 2012)
Looking at the ex-Tmo employee's letter. He is very correct regarding: Need to listen to the customers, which T-Mobile still hasn't been doing. For years T-Mo's been making the choice, expecting the customers to want what the carrier think they'd want. Due to this, there's no Inspire 4G, no Galaxy Note, no iPhone. Now in 2012, no announcement for HTC One X, even if there will be, it'll be after AT&T. I would also expect the same with SGS3. Not to mention T-Mo has the worst version of the SGS2. T-Mo will always be a step behind all other carriers like this.
I've been a T-Mo customer since they started, the only one time when I actually got a phone directly from them was a huge disappointment. There is a reason why most of my phones are unlocked phones. If I don't mind the extra money, I would of switched to AT&T long ago. T-Mo's lower pricings are the only reason that I'm still with them, but recently I'm getting really REALLY tired of them.
34. remixfa (Posts: 14255; Member since: 19 Dec 2008)
the onex with t3 quadcore has already been confirmed. you can go to any carrier and whine that they don't have another carrier's phones. omg, sprint doesn't have the razr!
this is why idiot letters shouldn't be published.. people just decide to jump on the "I feel like complaining about something" bandwagon. legitimate gripes get lost in all the BS.
95. gwuhua1984 (Posts: 1237; Member since: 06 Mar 2012)
I don't know where you saw the confirmation, but all the information I've been following for the past couple weeks show the One X going to T-Mo as rumors. Do you have inside information that the Tegra3 One X is confirmed going to T-Mo?
I've been complaining about T-Mobile's phone selection since the beginning of time, and will continue to complain about the phone selection as long as I stay a T-Mobile customer. Hoping the complaints will eventually hit the heads at T-Mobile, and they will start doing something to make the customers happy. AT&T coverage suck, why does people still deflect to AT&T, it's because AT&T have the devices that people want. How often do you hear T-Mo make an announcement of a new phone and people are going OOH and AAH about the new phone. All the people I know who switched from T-Mo to AT&T did it for the devices that they can't get on T-Mo. I'm one of the selected few in my group who's still staying with T-Mo because of T-Mo's pricing. You could defend T-Mo all you want, but don't go around talking like people can't and shouldn't complain at all. The customers like us are still with T-Mo because we still support T-Mo in a way and we would like to stay with T-Mo. Customers complains because there's something that the business could do better, if there's no complaints at all, then T-Mo would be the number one carrier in the US now.
66. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)
Lmao I thought the same thing when I first saw this haha
33. greathero1 (Posts: 539; Member since: 13 Jun 2008)
The company seems lost and might need new leadership. Poor marketing, poor coverage, and weak phone line up. I am definitely leaving soon. Just sick of the coverage issues and the buggy phones. I have never had so many issues with phone stability until I got with Tmobile. They suck all around IMO and they will be getting the boot soon.
35. greathero1 (Posts: 539; Member since: 13 Jun 2008)
The company seems lost and might need new leadership. Poor marketing, poor coverage, and weak phone line up. I am definitely leaving soon. Just sick of the coverage issues and the buggy phones. I have never had so many issues with phone stability until I got with Tmobile. They suck all around IMO and they will be getting the boot soon.
37. ngo2dd (Posts: 896; Member since: 08 Jul 2011)
What is the point of paying full prices for a phone will you still have to be one a 2 yr. agreement? So say I want the SGS 2 or the Amaze I have to paid 550 up front. And then pay 50 dollar a month for 2gb of data. For that cost I would just go for boost, metro or any of the other perpaid and it will still be cheaper.
38. Jeradiah3 (Posts: 1012; Member since: 11 Feb 2010)
This is why T-mobile should have joined AT&T. they are losing customers both internal and external. I though about joining Tmo, but they asked for too much when i tried to get the HD2. Im with AT&T and im not leaving with the development of the Note and LTE coming to St. Louis within a few months.
Its a shame because tmobile was the scapegoat for AT&T customer to unlock their phones and use their service OR switch over completely. they say that they have "largest 4G network"......................i doubt that because their 4G isnt really 4G!! the only good thing about Tmobile are their phones and even the gap between them and their competition is dissapating. Tmobile needs to do something otherwise they will go bankrupt and then their customers and employees will have to find another company to go to!
39. T00muchF00D (Posts: 98; Member since: 27 Nov 2011)
This needs to be everywhere. CNN, CNBC, engadget, gizmodo and so forth. This needs to get around so that maybe just maybe tmo execs will be pressured to care.
40. Syksyd (Posts: 55; Member since: 16 Apr 2010)
As a T-Mobile sales rep, i must say this guy is crying like a big baby, i worked for VZW, ATT third party and Sprint, this is by far the best company to work for. Im here to make money and thats it, i smash my numbers and make bank, even doing some shady s**t to do it.....who cares, this line of work is to make $$$$$, why is this guy bitching about all this other s**t that he can not control, if you hate it get out the game.......
T-Mobile Winner Circle Winner
43. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)
If you're doing shady stuff hopefully you get fired
56. Bigbluetundra (Posts: 45; Member since: 03 Nov 2011)
So, you admit to scamming customers then flash your T-Mo award for it, and you think that HURTS the author's argument?
58. remixfa (Posts: 14255; Member since: 19 Dec 2008)
seriously, if your scamming, I hope you get fired. Sell honestly or join the unemployment line.
94. bleedforme (Posts: 1; Member since: 26 Mar 2012)
Thats so awesome to see that you were rewraded by being a winner circle winner for lying to our customers and doing whatever it took for you to make some salse. I bet you couldn't "smash' your goals if you were honest. Sales reps like you make me sick and I hope you are found out and that they fire you on the spot.
96. smallcolabear (Posts: 81; Member since: 18 Feb 2012)
Wow glad to know how you work and care nothing about your customers doesnt this just prove the point the writer is making. Besides that you are working for the 4th largest compeptitor would you not want to work up not down? This is a bad as charlie sheen and his WINNING
42. TheArtOfTheDeal17 (Posts: 4; Member since: 23 Mar 2012)
This person is MY HERO. I've been saying this for about a year myself. I also work in a retail store as a manager, and AMEN to 100% of what was said.
45. drtech (banned) (Posts: 135; Member since: 16 Mar 2012)
Looks like T-Mobile has some issues. Only thing they have going is cheap plans. Phone line up sucks. Only major carrier without an iPhone is going to hurt them big time. Coverage is very poor also and it's going to get worse because they're the only company that isn't going to have LTE by the end of the year.
47. jjjsong (Posts: 74; Member since: 27 Dec 2011)
There are only 2 things I don't like about T Mobile -
(1) Coverage - no matter how you spin it, the coverage is poor. I get no signals even at some areas IN THE CITY where ATT or Verizon has almost full bars. Yes it's rare but it is there. In addition, the 3G coverage is just poor, I get edge a lot even outdoor... again in the city.
(2) Indoor reception - sucks, especially data. Just walk into a restaurant or anywhere in door, you either get edge or no signal 90% of the time, where ATT/Verizon gets their 3G/4G fine. This is the biggest problem for me and may very likely make me switch. Too bad all T Mobile has are high frequency bands. But that's their issue, they need to fight and find a way to get low frequency bands for better building penetration.
Let's be honest, where do most people use their data connection? People have wifi at home. People do activities outdoor (thus they don't use their phone for data much outdoor. GPS is a separate topic and it works fine even on a slow connection). I think the most common places where the data connection is heavily used is anywhere in door or on a public transportation - basically where you can sit down.
48. Whateverman (Posts: 3236; Member since: 17 May 2009)
Whinnying or pointing out the obvious, the guy has some good points! T-Mobile doesn't seem to have any idea how to keep their customers. There are gonna be bad experiences had by customers on every carrier, but the long activation process, the confusing price plans and those rediculous insurance, warranty replacement and upgrade fees are just plain stupid. They may make good business sense, but you gotta also look at it from a customers perspective.
51. TheArtOfTheDeal17 (Posts: 4; Member since: 23 Mar 2012)
Don't forget that we are now being measured on what customer care numbers we call from our store phones. That's this week's focus. If we call any other number than the RSL line, we get reprimanded and scolded and it gets regionally reported. This is ridiculous.
52. TheArtOfTheDeal17 (Posts: 4; Member since: 23 Mar 2012)
Let me run the company for a year, a front line employee. Armchair managing doesn't work. It looks good on paper, but yeah, our executive panek who come fome other executive positionshave no idea how to sell, let alone fill out a right fit guide. They have no business telling us to comply with the 100 things we have to do with every customer with the threat of reprimand since its all tracked, but don't know how to do it themselves in a real life situation. Lab testing a right fir guide and these BS training we do which are scripted based on the dumbest, most agreeable customer does NOT work. Those customers just don't exisit.
71. MaxGrossman (Posts: 3; Member since: 23 Mar 2012)
Blame some idiot whose daddy paid his way through Ivy League.
53. TheArtOfTheDeal17 (Posts: 4; Member since: 23 Mar 2012)
Not to mention we still use 8 1/2 x 11 sheets of paper for receipts. Let's get on board and stop wasting paper and resources which cost money and start placing that kind of capital elsewhere. We also do these BS time and motion studies which are useless because the people doing then are 16 year old Craigslist responders who send corporate information that makes no sense and they don't look at anyways.
57. remixfa (Posts: 14255; Member since: 19 Dec 2008)
ha, im totally with you on receipts. why is every receipt 2 pieces of 8x11 paper at minimum??? seriously. The forests we kill are crazy.
The armchair CEO thing happens everywhere, thats not a T-Mobile issue. They just go "hey, CFO, we need more money.. think of something. Ok, that sounds neat, roll it out and see what happens". But again, thats everywhere. I could turn the company around in a year by making some cold hard decisions and sticking to my guns.. but then so could a lot of people. Unlike the person that wrote the whining email, my decisions would actually beneficial to everyone, not just lazy sales reps that want to complain.
61. squeeb (Posts: 99; Member since: 02 Dec 2011)
Cold calling? f**k that, I'd walk right out the second that BS got instituted.
62. exvdub (Posts: 1; Member since: 23 Mar 2012)
I left Verizon for the same reason. I spent my whole day as a retail sales rep getting beat down as to why we were not driving buisness fo a mutilbillon dollar company. I had to deal with unethical behavior from the mangers and DM. The DM was eventually fired because of this. Its no different at big red.
67. hornetmx (Posts: 71; Member since: 12 Mar 2010)
I like the part about eliminating all fees. I would bet Tmobile wouldnt last a year if they implemented half the stuff this guy is suggesting. Now I agree in a perfect world, his suggestions would be great. However, this is a tough, competitive, business and it's about making money. I know it's not easy, but this guy is living in his own little world.
68. cellphonejunky (Posts: 14; Member since: 21 Mar 2012)
i have to agree with remixfa, i read about 80% of the e-mail and had to stop because, not only did read like a russian novel (depressing and helpless in case no one got that), but also because of the flaws in logic here in this complaint.
I have only worked in retail 4 years, I used to work straight commission for "Aggressive Retail" companies, which the phone industry really isn't from what I've gotten to see. I hardly believe this guy worked for 10 years in the phone industry simply because these complaints read like that of novice sales rep. You don't like the new policies? (Which I personally see where they're coming from but they're a little naive about some of the methodoligy, apart from that I have no problem with them) If you have a problem with them, quit, don't anonymously trash talk your job, and worst, the entire company. I pay rent, food and after that anything else I want because they pay me. Don't like corporate policy in the privately owned company you're in? then quit and go do landscaping, I've done a lot of low paying manual labor jobs before I got into sales and it really chaps my @ss to hear someone in or around my workplace complaining about difficulty.
Personaly to the guy that e-mailed, MAYBE this job isn't for you, if a customer has a problem, get off your lazy @ss, call RSL and try to FIX IT for them, I DON'T CARE IF YOU WON'T GET A SALE OUT OF IT, most sales we get nowadays come from referals from happy customers, WHY? because when they had a problem we fixed it, I NEVER had an unsatisfied customer because I know how to talk and I realized a long time that it is OUR job to SERVICE them, THAT'S HOW YOU REDUCE CHURN,
75. ELGRECO (Posts: 4; Member since: 23 Mar 2012)
Whatever they do with the customer service I think they are doing well. I have been with them for years and their customer service is awesome. Coverage wise, I don't think that anyone would switch to AT&T. If someone wants better coverage within the U.S. the best choice would be Verizon.
One thing that I would like would be the option to get a discount on our plans when we don't get a smartphone with our contracts. This is common in Europe. When someone signs a 1 or 2 year contract with T-Mobile USA for Minutes/Text/Internet, they offer him a discounted price for a smartphone (which is great). That is because a part of the monthly payment is allocated for the purchase of the smartphone. If I don't want to get a smartphone from them, why do I have to pay the same monthly price? Not that I am complaining, I just want to bring attention to the topic. I know that all mobile carriers do that in the U.S.
79. Ghost86 (Posts: 2; Member since: 12 Mar 2012)
As a T-mobile Employee myself i can say that me and everyone of my fellow employees read this from my market. We all agreed it hit the nail on the head!
82. remixfa (Posts: 14255; Member since: 19 Dec 2008)
After reading some of the replies from other "T-Mobile reps" agreeing with this whiney tripe, i can see now why we are in real trouble. Hard truth, if you agree with this letter than you need to find a job outside of this industry because most of the corporate policies brought up exist pretty much universally.
Im a good sales rep because Im not a sales rep. I dont "sell" anything. I stay knowledgable about our products and our competition, i learn to fix any problems the customers might have, and if i see a need, I show them how we might fill it. I dont push anything because im told to. I push it because I think its a good product. I openly tell customers to stay away from things they want that I know are POS (like the HTC Wildfire) as they just create issues down the line. I'd rather you leave with nothing but a little more knowledge than leave with something you dont need or wont work, just to pad my pocket.
AND BTW, to anyone that blames the CARRIER for their DEVICE NOT WORKING, THE CARRIER DOES NOT MANUFACTURE ANYTHING, ITS NEVER THEIR FAULT THAT A DEVICE DOESNT WORK. if you SWITCH carriers because you had a device issue, your a fool. Coverage is one thing, devices are another. Carriers resell devices from manufacturers, and they give warranty replacements.. refurbished warranty replacements if something doesnt work. If its a glitchy PoS, thats not the carrier's fault. Thats the manufacturers fault. If you dont get a signal in house, thats the carriers fault. For those of you that say "Im leaving X company to go to Y company because Ive had so many phone issues", you need to think about the simple fact that if you buy an HTC on ATT and leave to VZW to get an HTC, your getting the same phones. Which means you will probably get the same problems.
83. kingofkickz (Posts: 5; Member since: 14 Oct 2010)
remixfa your retarded. I use to work for vzw and it was way better over there. Upgrades didnt take forever to do. We didnt have to call activations to start accounts and argue with outsourced help. Yes it was more "corporate" over there but thats why their #1 because they have their s**t together. T-mobile is a circus. The plans change every 6 months, our prepaid is cheaper than the postpaid accounts and we waste money on dumb things that dont work. Value is stupid you can't try and change 20+ years of how wireless works with this stupid plan.
86. remixfa (Posts: 14255; Member since: 19 Dec 2008)
lolz, when did i make a direct comparison between VZW and Tmobile? I never said one was better than the other to work with. I just mentioned payscales. :)
But you are absolutely right. VZW is very regimented and corporate, but everything works. I dont understand some of T-Mo's strategies. Especially how much we have to call the call centers. VZW figured out that it was cheaper to give the front line sales all the tools they need so they wouldnt call customer service, where as T-Mo makes us call for everything. It is irritating, and it is more expensive, because now your paying 2 people to do the job that one could do by themselves if they had proper tools.
The Value plan however, is awesome. Yea, it takes some explaining to get people to wrap their heads around it, and not everyone gets it... but hey, you get paid to explain it, so get on with it. I've literally had people that would have saved $150 a month switching from an old plan to the value, and refused to do it because they didnt want to give up their "free phones". No matter how i explained it and showed it to them, they just couldnt see it. But most people get it, and once they are on it, love it.
The prepaid conundrum. Yes, its cheaper. 5 gigs of data with unl talk n text for 70 a month (instead of 75 on contract) and only regular taxes instead of cell phone taxes? sign me up. lol. dont forget about the $30 unlimited text, 5gig web, and 100 min plan. Thats where I'd be if i were not an employee :).
But there is a difference between writing a whiny childish letter to a phone site about how you dont like your job, and talking to your supervisors about it. This letter never should have been written, and definitely not been published. Tmo has issues. All cell companies have issues. At VZW you will get fired at the drop of a dime if you dont play politics right, or miss your quota by one. At Tmobile, ive seen people not make quota once in a year and never get a write up. Its a different culture. Somewhere in the middle of those 2 cultures would be my happy spot.
85. 7thspaceman (Posts: 1312; Member since: 14 Feb 2011)
Wow folks there are a lot troubles out there is the Cell phone user & business world. I hope the proper people in the cell phone world are reading these statements and improve things for everybody. One thing I am going to do is buy my smart Phone out right out and just deal with a pay as I use plan or a monthly Phone call and Data plan I can afford to Pay unfortunately a person can run into troubles just payiing for services.
87. tmoney4000 (Posts: 1; Member since: 25 Mar 2012)
I happen to be a Manager and while I am sure that some employees feel the way that this employee does, he is not addressing the real problem. A major component of reducing churn is adding customers to your network. Seeing as I come from a top 5 market in the company for all of 2011, I know what quotas look like and what expectations are set across all markets.
What concerns me is that this employee is in a store that has a quota that is at best what the nearest VZW or ATT store does in a week.
Tmo only needs to increase their performance management abilities and make it easier and faster to get rid of the lack luster performers. This is incredibly hard because this company allows employees to hide behind values. This creates horrible employees who do just enough even when just enough is less than what it takes to keep their stores open.
I wish employees could understand what it takes to run a business and see a PnL statement so they could see how, their complaining of better times and easier lives in the wireless industry is really their inability to be a competent salesman in the current environment.
101. TMobileEmployee (Posts: 3; Member since: 16 Apr 2012)
Wow you're a jerk just like most of our managers. How dare you say "This is incredibly hard because this company allows employees to hide behind values." It is our values that have made our company the awesome thing it was since we were VoiceStream wireless. I agree with you that the major component is adding new customers, but at what cost? I can imagine that you like many managers of "top stores" are making fake activations such as forcing us to sell "Emergency Phones" aka Prepaid phones just to raise numbers and look good in your silly quota. I mean I'm supposed to discount an accessory to sell a Prepaid aka Monthly 4G, I'm supposed to "bundle" an emergency phone with an upgrade WTH basically you guys are forcing us to LIE to customers and that's the true reason why we're not getting net adds bc of greedy managers like you who are BLEEDING the company just to get your pocket richer. ON top of that let's not even talk about the FRAUD you guys are doing of canceling Even More+ customers to open up new lines aka "flipping" and what about selling Prepaid phones to Value customers so that they get a cheaper phone and you get 4 instead of 2 activations on a family plan? COme ON! That's not what the company wants! I truly hope that someone cracks down on all the fraud you guys are doing and you get fired. Stop stroking the ego of your DM with fake activations. Until the company cracks down on your fake activations we're gonna keep sinking unfortunately. I wish I could see what kind of numbers of POST paid you're producing. I would LOVE to see you as a rep.Instead of hiding in the backroom replying to senseless ego stroking emails and useless conference calls. Most managers don't know ANYTHING that's happening and they only enforce rules when they want to fire someone. THAT'S the truth. I'm gonna make sure HR gets a look at this thread Thank You Phone Arena for posting it.
91. jonatankarter (Posts: 5; Member since: 21 Dec 2011)
I've worked in the wireless industry for 6 years and loved it. Some things this person says makes sense, other times, they sound like they are wining. T-mobile is going through a 'make-or-break' period. Like My grandmother says, "buck up or f**k up". Blunt, but, true. Good luck. Maybe, You should start small. Change yourself, then change your store. Lead by example. I could go on and on....
93. baboex (Posts: 10; Member since: 10 Oct 2011)
I agree. This looks like mostly whining who isn't able to roll with the big boys. I would be happy to take his unhappy customers over here at Verizon though ;)
97. Jodabro (Posts: 35; Member since: 01 Dec 2011)
Wow this really stirred the pot. Long article, long responses. Good job speaking out. Maybe you should go work for US Cellular were they still care about customer service.
100. TMobileEmployee (Posts: 3; Member since: 16 Apr 2012)
I'd love to see Phone Arena send this publicly to T-Mobile via Facebook and via Google+ that would be a great way to help the employees voice be heard. Clearly this is all true but we cannot speak up or else we'll lose our jobs and yeah we need those.
103. hepresearch (unregistered)
What kind of logic is that? Either you fix it from within, somehow, or you get out while you can. Trying to expose the problem publicly only hurts T-Mobile, and hence hurts your job security anyway, so why bother trying to expose the problem publicly if it still hurts you in the end? The difference between saying, "Well, no one at T-Mobile corporate is listening to me, and I hate what is going on, so I'm getting out", and, "Well, no one at T-Mobile corporate is listening to me, and I hate what is going on, so I'm going to expose them all in front of our customers so that they do what I say", is that you bring down the company along with you in the latter. So, EITHER you can choose to endure what is going on for the sake of keeping your job, OR you can just get out of the way gracefully, and let someone else deal with it, OR you can "poison the wells" and make sure that everybody knows about the problems as the company publicly looses-face, and you, along with many of your co-workers, will no doubt lose your job as the company goes belly-up. Congratulations!
123. t-mobile-are-fraudsters (Posts: 1; Member since: 05 Sep 2012)
Please... the customer needs to know who they are dealing with. Me: T-Mobile threw in a back door deposit of $225.00 online . I thought I was paying $50 ended up more like $280.00 when I got the invoice via email (8-22-12) I immediately demanded a refund. No can do... I tried canceling on several occasions... nope. They shipped the phones anyway and I refused to sign for them. Still dealing with it all. (09-5-12) FRAUD my opinion. No phones no service and I got my first bill (08-31-12) for over $285.00 (SCAMMERS) No my friend... people need to know who they are in bed with. This ship needs to sink...
102. ElSergeCruz (Posts: 1; Member since: 17 Apr 2012)
I don't think there's enough cheese in Wisconsin for all that whine
104. TMobileEmployeePA (Posts: 4; Member since: 19 Apr 2012)
I would like to thank to the employee who took the time and effort to put this together. It's all true, sadly. I've been working for t-mobile for 5 years and I use to LOVE this job. All the managers I know are looking for other jobs due to all the non sense stress is being put on them. T-mobile is pointing the finger at it's front line employess, instead of really trying to be a competitor. I hope this article makes a change for us or we'll have to unionize. We never get pats on the back anymore, it's do this or lose your job. T-mobile's saying was Best Place to work at but they changed to Best Place to Perform for a reason.SHAME ON YOU T-MOBILE!!!!!!
105. hepresearch (unregistered)
Unionize? For what? What could a union give you that you don't already have? More benefits? Doubtful... I had great benefits when I worked for T-Mobile just over three years ago, and according to one of my friends who still works there, that hasn't changed. More pay? Doubtful... you can make more pay as the ranks thin and you get an easier shot at rising into the management. Better working environment? Doubtful... is the local union boss going to hold a gun to your manager's head, or to the head of the leadership at corporate, and force them to lighten up on you? No. None of those things will happen. Do you think a lousy union can force employers to make your job the ultimate picnic? A long time ago, I was a union man once... at a steel mill. I'll let you guess how that one went...
If you want a better work environment or a better job, go and find one yourself. You cannot force T-Mobile to treat you better without making their costs go up, which will inevitably bring your employment there, and everyone else's, to its quick and logical conclusion.
109. TMoSuX (Posts: 6; Member since: 19 Apr 2012)
Unions may not be the solution in some cases and it may not be the best choice for some, but they do help ease the abuse from corporate and management against the frontline. Things are addressed more carefully, rather than using abusive practices and forcing Sales Reps into a downward spiral. At this point i rather have some representation than none.
111. hepresearch (unregistered)
Not all unions are bad, but I have never had a good experience with one. Either the union just takes employee dues and stands by idly doing nothing, or they tie management's hands back so far that the employees end up taking advantage of their employer to the tune of millions of dollars, like another place I worked where the unionized logistics crew just sat around for hours every workday reading novels, getting loads of free stuff, and getting overtime whenever they wanted it regardless of the day's workload... they only worked if an order came up, and each guy took his 15-minute turn on the order picker to take the order to the loading dock; this happened only a handful of times a day, and there was a staff of over a dozen of these guys, many of whom did not actually move anything on a given day for lack of orders, but had to be allowed "on the clock" if they so much as wanted to be there.
So, I have seen it go both ways, but I have never seen them settle in the reasonable middle-ground anywhere. If you ask me, I think it is pretty darn rediculous.
106. TMobileEmployeePA (Posts: 4; Member since: 19 Apr 2012)
Cool story, bro. Sounds like you are the corpse in corporate America.
107. hepresearch (unregistered)
Nah... not me. No, the "corpse" is my friend at the mill who drove his forklift into an overhead melt transport bucket (the union boss was paid by management to NOT report the failure of the primary safety siren on the overhead transit system, and to cover for them so they did not have to immediately effect repairs to comply with federal safety standards when the thing had failed the night before) and had the thing tip up and pour molten steel at 2700 Fahrenheit on his lift... it melted through the cab and vaporized his flesh fairly quickly, encasing what little was left against the lift motor and counterweight. He had not been briefed on the situation, and as the siren was what he would have been listening for, he probably never knew what had hit him. They repaired the sirens that afternoon, installed a brand new warning light system the next morning, and when the inspectors came by to view the accident site they were told that everything had functioned properly, and that the lights had been there the entire time. Management blamed the accident on operator error in the end, and the union rep concurred. So, go and tell him what a union could do for him... oh wait, you can't.
Yeah, man! Cool story, huh?
108. TMoSuX (Posts: 6; Member since: 19 Apr 2012)
The reason why T-mobile treats it's retail store employees like crap, weather is dumping a crap load of unnecessary techniques to scam customers into a contract, paying them lower than any other carrier, threat employees jobs if they don't comply with sales techniques than become obsolete (sometimes within weeks) and act like the retail sector is to blame for the decline in customers is simple. NO UNIONS. Now don't think am an advocate for unions because am not, but i certainly have become sympathetic to them after working for T-mobile for 5 years now and seeing how the company rape its employees out of there commission, hourly wages, and benefits. I too used to love my job and couldn't wait to show up for work. Now i dread getting there and opening up my e-mail inbox to find some new marketing and selling technique(Because the other 1,500 previously suggested aren't good enough for greedy market managers who can care less about the stress in the retail sector from their air-conditioned cubicles or offices)that doesn't bring in results and only brings frustration to the consumer and employees. Since i started working with the company my wages have considerably gone down(To tune of almost $10000 last year from the year before) but my work load has increased tremendously. I started as a Sales Rep but now am a Sales Rep, Customer Service Rep, Telemarketer, Technician and Record keeper. Apparently the company thinks that, by keeping track of customer wants and needs in multiple forms will help retain customers(Retarded right?) and if we don't do this, write ups and eventually dismissals can occur. Things like calling customer care over the store phone has become a problem and getting customers the help they need can be stressful for them as well as for us, since the best solution T-mobile could think of was, closing Customer Care Centers, firing around fifteen hundred Reps and outsourcing these jobs to Asia and replacing the old Customer Care automated system with an unfriendly system that further frustrates customers. I've seen this company make lots of money over the years, spend millions of dollars on celebrities to market our products and open up more stores than they need too, while our wages, moral and motivation steadily decline. And while we stood by the company during hard times in 2008 due to the economy and got no raise for that year and saw our commission disintegrate ever since, there has yet to be a regional meeting to address employees concerns(Quite frankly i do not think the company cares). It is obvious that the Retail Store sector is being phased out as customers can find better deals online and through Customer Care. Unfortunately nothing is going to change. How do I know that? That would brings us back to the beginning of this commentary...NO UNIONS. We Sales Rep at T-mobile have no one(And I do Mean no one) to speak out and stand up for us. That has to change if we want to make this Company pleasant to work for again.
110. hepresearch (unregistered)
Sounds to me like no union can help you here... if a union does get involved, T-Mobile will find themselves spending far more money and getting less done, and will eventually have little choice but to be bought out or go out of business... either way, loads of T-Mo employees lose jobs or get transfered to whatever company might buy them out. If it is AT&T, then you will indeed become/remain unionized, and I know enough people at AT&T to know that their union puts pressure on them in many ways as well as the corporate end of things. If you think a union will save you from too much work, or suddenly increase your earnings, then you are in for a rude awakening when you do join up and pay in your dues. And remember, if you don't join the union, the local union rep will collude with management to make your work life heck until you either give up and leave, or until you give in and join... and then they will keep punishing you until they feel you have been "converted", and will do as you are told. You will have saved yourself from one master, only to find yourself in the clutches of another master that is just as awful, and that actually has more legal sway and backing to make you miserable if they feel the need to.
113. TMoSuX (Posts: 6; Member since: 19 Apr 2012)
1st and foremost I recall posting on here that unions may not be for everybody. And second, based on my own experiences with unions, i can't say i've dealt with that. I have a mother who's been a union member for over 20 years and when she needed them they were there for her. Needless to say, i can i agree with you that these things sometimes happen(We are humans in an imperfect world). However, you can dismiss the millions of union members that have manage to keep their jobs, save wages and successfully fought grievances for employees that would, under different circumstances, have no voice without some sort of reprimend and maybe even dismissal. If you are a Union Member and did not like your leadership, then you have the option to speak out at meetings and vote off the leadership when its time to elect them. Thats far more than what i get from T-Mobile right now. Personally i wouldn't mind paying a little for a Union if i know my wages and benefits are being protected and not played with. And I rather get any changes that affect me, my job and my money on paper for approval, than get e-mail saying "Take it and Love it" or loose your job. I love my job and what i do, but i don't want be a scapegoat for failed policies, lousy marketing decisions and customer dissatisfaction outside of the retail sales hands. T-Mobile Retail Reps need this representation or its going to be more of the same for us. And if T-Mobile thinks that they are loosing customers now, they'll loose even more when they're Sales Rep continue to show discomfort in what they do. You just can do good business when your frontline employees are treated like cattle or robots.
114. hepresearch (unregistered)
Well, you are right about that for sure. I still disagree that unionizing is a very good option... but then again, my mom is in a government union (AFL-CIO) and they help her to be very comfortable at work. So, I suppose it depends upon which union is getting involved, and how they become involved. I have heard a lot of negative stuff about the telecommunications unions over the years, and I have seen how other unions like the metal working and packers unions operate, and they are not so nice. My mom was in the union that worked with AmTrack back in the day, and they she tells the story of what their meetings were like when the union boss would scare and threaten new or existing employees into joining the union, and once almost everyone was in, she talked about a young lady co-worker of hers who refused to join the union, and for her refusal she was given the worst hours and was to be on-call at the train station 12 hours a day even when not on-duty. Apparently she worked many 16-hour days as a result, got paid less than the others, and received disciplinary action from management for every month she did not join the union. Turned out to be a collusion between management and the union, even though union membership was not required, and considered voluntary at the time. After three years of that, the lady finally quit, and when she did they had a vote to make the place a union-shop (non-voluntary union membership required from them on). I have seen how that went elsewhere, and it always just seems heartless and cruel to me.
So, I do, in the end, have to agree with you. Unions are not for everybody. It is certainly possible that unions can be helpful, given the right conditions. If T-Mo employees vote to go union-shop, then I do hope that it helps rather than hurts, but I fear that doing so would cut into their business even deeper, and as a result there would be no saving your job in the end, so be careful all you folks at T-Mobile!
112. nowhere (Posts: 2; Member since: 25 Mar 2012)
This article was re-posted on the T-Mobile Community forums. There were several comments from T-Mobile employees. The post was removed then later restored less several posts.
115. TMoSuX (Posts: 6; Member since: 19 Apr 2012)
T-mobile Does It Again. Company announced yesterday that employees jobs are not secured and to braze for a restructuring that may include unemployment for many. If you didn't get this e-mail here is what you missed. This is Part 1:
This message is intended for all employees of T-Mobile USA.
Since the beginning of the year, T-Mobile has stressed that 2012 is a rebuilding year for the company. A vital step in that process was announced in March with the consolidation of our call centers. This week, T-Mobile is taking the second essential step. We are announcing a new structure that further aligns our costs with our revenue realities, enables teams who support our field organization to act and react with greater speed and effectiveness to customer and market opportunities, and better positions us to return to growth.
The new organization required difficult decisions that will impact some of our employees. This week, news will be shared personally with employees and teams who are directly affected by the restructuring. Changes will include some position eliminations and changes to individual roles and responsibilities. It is important to emphasize these impacts to employees result from business decisions. We have tremendous employees here at T-Mobile and we truly wish we could retain all our talent, but our business realities require hard choices. For affected team members, we are providing generous transition support including severance, assistance with COBRA continuation coverage, and outplacement services. As mentioned in the March announcement, customer service representatives in the remaining 17 call centers, technicians in engineering, and frontline employees in our T-Mobile corporate-owned stores will not be affected.
Our rebuilt structure enables T-Mobile to realize significant savings, allowing us to invest in future growth – in particular modernizing our network to LTE, repositioning the T-Mobile brand, and aggressively pursuing the B2B segment where we plan to add 1,000 positions over the next few years. We gain the agility to put resources where the current opportunities are, grow in areas where potential is greatest, and act on emerging opportunities quickly and rationally.
The restructuring provides a sustainable organizational model, centered on our T-Mobile Values, with the following attributes:
A greater focus on driving Customer Delight by reducing the layers between working teams and executive leadership, and shifting and consolidating groups in the field sales regions and the FSC to minimize redundant work – resulting in more effective coordination and communication.
A renewed emphasis on Best Place to Perform and Grow:
Enhanced people manager spans of control (number of direct reports), enabling faster decisions, more ability to execute, and more empowerment of employees at all levels.
116. TMoSuX (Posts: 6; Member since: 19 Apr 2012)
T-mobile Does It Again. Part 2: Evolution of our leadership model from player-coach, where more time is spent on daily tasks than on planning and guiding, to leader-coach, where time is focused more strategically on coaching, developing, delegating, and motivating.
We approached the restructuring process and decisions with care, rigor and cross-functional alignment. A team comprised of top leaders, with support from industry-leading subject matter experts, worked closely together over the past few months to develop an effective and sustainable structure. We strongly believe the organizational principles we applied are lasting ones. More details on the new organizational structure will be shared in department and team communications this week and more broadly after that.
I want to assure you we will move through the communications this week very thoughtfully, but also as quickly as we can while preserving the quality of the conversations that need to happen. As always, our T-Mobile Values will guide our actions.
Thank you for your patience as we work through what will be a difficult week. Thank you for your continued commitment.
With sincere appreciation,
CEO & President
117. TMoSuX (Posts: 6; Member since: 19 Apr 2012)
It's Official T-Mobile f**ked up and now everyone on the frontline must pay. Hope you guys have already started looking for work elsewhere.