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

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. 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 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. 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.

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.

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?

FEATURED VIDEO

128 Comments

128. ckingt4

Posts: 26; Member since: May 15, 2012

I've worked at Verizon for several years and recently started at Tmo, from everything I've seen it's all the same. Tmo is cheaper with coverage issues Verizon is very expensive with with little coverage issues. Besides that Tmo has much better policies and they're take on subsidies is much better for the consumer and employee.

127. TMobileEmployeePA

Posts: 4; Member since: Apr 19, 2012

It just keeps getting worst.

126. kennethlipton

Posts: 1; Member since: Oct 24, 2012

Kenneth M Lipton, Attorney At Law - State Bar #82342 This is an advertisement/communication/solicitation We are looking for potential clients or witnesses who have worked or are still working for T-Mobile in California and were not allowed seating during their work period. Please contact me to discuss at 818-780-3562 between the hours of 9 am to 5pm PST. My address is 5900 Sepulveda Blvd Suite #400 Van Nuys, CA 91411

122. tmobilesux

Posts: 2; Member since: Aug 30, 2012

I recently filed an EOCC complaint against t Mobile. I agree with the anonymous post. T Mobile is an unfair sexist company. If anyone feels that they have been harassed. Please speak up. There is power in numbers. You aren't alone and your voice needs to be heard!

121. tmobilesux

Posts: 2; Member since: Aug 30, 2012

I recently filed an EOCC complaint against t Mobile. I agree with the anonymous post. T Mobile is an unfair sexist company. If anyone feels that they have been harassed. Please speak up. There is power in numbers. You aren't alone and your voice needs to be heard!

120. T-Mobile-service-sucks

Posts: 1; Member since: Aug 18, 2012

I am a long time T-mobile customer, and used to have excellent service with them. But recently I noticed the customer service are hiring Indian for customer service, their service are getting worse and worse, I am regretting that I am staying with T-mobile now. They are charging service which you didn't ask for it, and would never resolve it even they promised they would give you the credit. So if you can stay away from it, do so....

119. IHTM2

Posts: 1; Member since: Jun 20, 2012

There are two things that I have experienced from Tmo, one is that the store employees try to help the best that they can with the resources they have to work with. It is not their fault if a phone is defective. They will try the best they can to fix it. There is the problem. By the time the customer gets the phone fixed, or wants to terminate the contract it is too late. If they really wanted to help the customer they would tell them when the change time is going to be up. The other is that a lot of the power to "make it right" has been moved to the corporate office. I had tried to terminate a contract and was told to contact the corporate office. If you go online and search for "T-mobile and executives" a company website will come up with their contact info and names. They will welcome your calls.

118. shhhDontsay

Posts: 1; Member since: Jun 19, 2012

i NEVER EVER have posted or have left a comment on an article like this, but i must. I also work for T-mobile and will say this guys is about 90% right. My main issue is the systems. They crash on a daily basis, making everything delayed, our customer care always referrs all customers back to the store weather we've done something or they have. There is no unity. Back to our systems, it sometimes takes me at least 5-20 minutes to even get it booted because an "unknown error" as occured. It happens minimum 5 times a day...MINIMUM!! i wish i were lying, but its true. They're slow and crash every day. Another thing not everyone wants to sign a 2 year contract for making a change in their plan. I've had many customers wait out their contract to leave because we make them sign a contract for even changing their plan. Anyways....my other main issue is we change our plans it seems like every other month! we spend so much money changing our plans in the system, new brochures, new advertising, etc....look how much success At&t And Verizon have and they rarely change up their plans! Again my main deal is systems....customers want quick and seamless, again I agree with about 90% of what this guy posted and added a little. Seems ridiculous but this guy is not out of line whats so ever!

116. TMoSuX

Posts: 6; Member since: Apr 19, 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, Philipp Humm CEO & President T-Mobile USA

117. TMoSuX

Posts: 6; Member since: Apr 19, 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.

115. TMoSuX

Posts: 6; Member since: Apr 19, 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. Dear colleagues, 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.

112. nowhere

Posts: 2; Member since: Mar 25, 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. http://support.t-mobile.com/thread/22941?tstart=0 http://www.facebook.com/TMobileCustomerOpinion https://docs.google.com/file/d/0ByQ0bXcDX_CkN1hQSnQzN0tSdEE/edit http://support.t-mobile.com/message/127990#127990

108. TMoSuX

Posts: 6; Member since: Apr 19, 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: Apr 19, 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!

106. TMobileEmployeePA

Posts: 4; Member since: Apr 19, 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?

104. TMobileEmployeePA

Posts: 4; Member since: Apr 19, 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: Apr 19, 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.

102. ElSergeCruz

Posts: 1; Member since: Apr 17, 2012

I don't think there's enough cheese in Wisconsin for all that whine

100. TMobileEmployee

Posts: 3; Member since: Apr 16, 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: Sep 05, 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...

97. Jodabro

Posts: 35; Member since: Dec 01, 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.

93. baboex

Posts: 10; Member since: Oct 10, 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 ;)

91. jonatankarter

Posts: 5; Member since: Dec 21, 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....

87. tmoney4000

Posts: 1; Member since: Mar 25, 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.

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