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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 25 Mar 2012, 11:19

89. remixfa (Posts: 14255; Member since: 19 Dec 2008)


ja, OK taco. keep thinking that. :)

posted on 23 Mar 2012, 10:41

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.

posted on 23 Mar 2012, 11:20 3

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.

posted on 26 Mar 2012, 15:18

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.

posted on 23 Mar 2012, 10:59 4

31. downphoenix (Posts: 3165; Member since: 19 Jun 2010)


remixfa, is that you?

posted on 23 Mar 2012, 17:43 1

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


Lmao I thought the same thing when I first saw this haha

posted on 23 Mar 2012, 11:20

33. greathero1 (Posts: 566; 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.

posted on 23 Mar 2012, 11:21

35. greathero1 (Posts: 566; 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.

posted on 23 Mar 2012, 11:49 1

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.

posted on 23 Mar 2012, 12:03 2

38. Jeradiah3 (Posts: 1046; 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!

posted on 23 Mar 2012, 12:06 3

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.

posted on 23 Mar 2012, 12:12

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

posted on 23 Mar 2012, 12:45 4

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


If you're doing shady stuff hopefully you get fired

posted on 23 Mar 2012, 14:30 4

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?

posted on 23 Mar 2012, 14:33 2

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.

posted on 26 Mar 2012, 14:23 1

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.

posted on 26 Mar 2012, 19:23 2

96. smallcolabear (Posts: 82; 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

posted on 23 Mar 2012, 12:28 5

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.

posted on 23 Mar 2012, 12:49

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.

posted on 23 Mar 2012, 13:02 1

47. jjjsong (Posts: 75; 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.

posted on 23 Mar 2012, 13:04 3

48. Whateverman (Posts: 3271; 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.

posted on 23 Mar 2012, 13:21 3

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.

posted on 23 Mar 2012, 13:25 1

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.

posted on 23 Mar 2012, 19:18 2

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


Blame some idiot whose daddy paid his way through Ivy League.

posted on 23 Mar 2012, 13:30 3

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.

posted on 23 Mar 2012, 14:33 3

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.

posted on 23 Mar 2012, 16:49 2

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.

posted on 23 Mar 2012, 16:59 2

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.

posted on 23 Mar 2012, 19:19 1

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


Word.

posted on 23 Mar 2012, 17:47 1

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.

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