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

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

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

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

posted on 23 Mar 2012, 05:38 13

1. TechDork (Posts: 313; Member since: 10 May 2010)


posted on 23 Mar 2012, 05:48 4

2. CHEFJEFF (Posts: 147; Member since: 22 Sep 2009)

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

posted on 23 Mar 2012, 06:13 10

3. FAUguy (Posts: 78; Member since: 09 Apr 2008)

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

posted on 23 Mar 2012, 13:02 2

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

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

posted on 25 Mar 2012, 12:03

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

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

posted on 13 Sep 2012, 02:08

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

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

posted on 23 Mar 2012, 17:32 7

63. JeffdaBeat (unregistered)

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

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

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

posted on 23 Mar 2012, 19:09 6

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

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

ALL cariers.

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

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

You're demented if you think otherwise...

posted on 23 Mar 2012, 06:24 4

4. ajac09 (Posts: 1482; Member since: 30 Sep 2009)

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

posted on 23 Mar 2012, 10:04 4

28. JunitoNH (Posts: 1934; Member since: 15 Feb 2012)

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

posted on 23 Mar 2012, 10:20 7

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

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

posted on 23 Mar 2012, 14:21 1

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

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

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

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

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

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

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

posted on 23 Mar 2012, 19:39 3

74. lsutigers (Posts: 821; Member since: 08 Mar 2009)

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

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

posted on 26 Mar 2012, 11:47

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

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

posted on 23 Mar 2012, 17:38 2

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

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

posted on 24 Mar 2012, 09:35

78. JunitoNH (Posts: 1934; Member since: 15 Feb 2012)

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

*Verizon Wireless zone.

posted on 16 Apr 2012, 20:41 1

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

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

posted on 13 Sep 2012, 02:11

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


posted on 24 Mar 2012, 17:54

84. smallcolabear (Posts: 82; Member since: 18 Feb 2012)

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

posted on 23 Mar 2012, 06:37 4

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

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

posted on 23 Mar 2012, 19:08 3

69. JGuinan007 (Posts: 692; Member since: 19 May 2011)

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

posted on 23 Mar 2012, 06:39 5

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

This hurt my head

posted on 23 Mar 2012, 06:46 4

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

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

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

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

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

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

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

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

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

posted on 23 Mar 2012, 06:57 4

8. Zayuh24 (Posts: 149; Member since: 21 Nov 2011)

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

posted on 23 Mar 2012, 07:22 4

9. remixfa (Posts: 14605; Member since: 19 Dec 2008)

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

Im just going to knock this out point by point.

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

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

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

posted on 23 Mar 2012, 19:19 1

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

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

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

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

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

posted on 23 Mar 2012, 07:22 3

10. remixfa (Posts: 14605; Member since: 19 Dec 2008)

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

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

posted on 23 Mar 2012, 08:19 2

17. dodo1234 (Posts: 40; Member since: 06 Nov 2011)

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

posted on 23 Mar 2012, 08:42 1

20. remixfa (Posts: 14605; Member since: 19 Dec 2008)

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

posted on 30 Mar 2012, 03:16

98. dodo1234 (Posts: 40; Member since: 06 Nov 2011)

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

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