Update: T-Mobile JUMP! On Demand still exists, reps already getting "re-education"

Update: T-Mobile JUMP! On Demand still exists, reps already getting
Last week, it seemed as though T-Mobile was sunsetting the JUMP! On Demand program which allows users to upgrade their phone up to three times a year (assuming you're okay with getting put on a new 18 month device payment plan each time). However, after some chats with T-Mobile, it appears that isn't true although T-Mobile has admitted it needs to "re-educate" its employees about that.

A T-Mobile spokesperson reached out to clarify the issue and confirmed, "JUMP! On Demand is available in all retail channels for new and existing customers. We apologize for any confusion, and are working to resolve the miscommunication you experienced."

The spokesperson could not elaborate on why both an in-store sales representative and a phone representative who took the time to check with a supervisor both ended up saying that the JUMP! On Demand plan was being "phased out" and was no longer available. The spokesperson also had no asnwer as to why a PhoneArena reader (WakaFlakaD) who works in a T-Mobile store claimed the plan hadn't been offered for six months and another reader (Briankerosene) said the plan was being phased out. 

But, we were assured that the "re-education" process for employees has already begun and if anyone does run into a problem with a rep who claims the JUMP! On Demand program is no longer available, they should ask to speak with the manager on duty. So, if you want your frequent upgrades, you should be able to get them. 

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12 Comments

1. bugsbunny00

Posts: 2265; Member since: Jun 07, 2013

maybe those 2 were not T-mobile employees and just want to gain attn..or maybe they are just schoolboy error..

9. kotan24

Posts: 311; Member since: Oct 29, 2012

If you as an employee process a Jump on Demand upgrade for the customer you will not get paid commission for that transaction...

11. WakaFlakaD

Posts: 576; Member since: Apr 30, 2011

No. If the existing customer already have Jump on Demand and wanting to upgrade, rep get commission. But we are really talking about financing a new phone with Jump on Demand with majority of our existing customer. Forget about commission. Our main focus on this article is not about commission. It has nothing to do with commission. It is about T-Mobile not offering Jump on Demand at the retail level.

12. kotan24

Posts: 311; Member since: Oct 29, 2012

I am talking about new customers you do not get paid for those hence the reason why reps don't even offer it to new customers anymore and managers would advise them not to do it,JOD is not even a metric anymore, smart credit, PHP etc are except JOD

2. ooooo23

Posts: 1; Member since: Oct 10, 2016

Ex employee here... reps tell you it's not available anymore because they don't get paid any commission if they do a jump on demand

3. WakaFlakaD

Posts: 576; Member since: Apr 30, 2011

Lol the spokesperson has no word since I gave out a little too much information. Yes, Jump on Demand is available to all customers, but it had been told that we no longer offer JOD to most new customers except if he or she has a credit class at R. Every rep in retail can put the phone on JOD, but the rep won't make any commission plus a word from manager on why we sell the phone to customer with JOD when we clearly got instructions months ago on NOT to put JOD on all customers except CC:R. I work at my store everyday. I sure know what I'm talking about. .

4. Briankerosene

Posts: 5; Member since: Oct 04, 2016

the exact information given to our ASM and RSM level reps from our DM and REGIONAL managers. We can no longer proactively offer JUMP on Demand to customers. We can only support JUMP on demand upgrades as the program is grandfathered.

5. Briankerosene

Posts: 5; Member since: Oct 04, 2016

Retail & Branded (including Puerto Rico) Handset upgrade for existing JOD customers only. Credit Class R is eligible for JOD with activation and AAL. Straight from TMO lol but you know complaining enough to a retial company gets you just about anything you want. Do we have the ability to give anyone JOD? yes. infact we do. is it against what we have been told. absolutly

6. WakaFlakaD

Posts: 576; Member since: Apr 30, 2011

Lol that copy and paste work from our T-Mobile page. Good job Briankerosene

7. Briankerosene

Posts: 5; Member since: Oct 04, 2016

just some reps doing their jobs lol its not like all employees haven't questioned it. it was a consensus among most stores that JOD was awesome. Rules are Rules though lol

8. WakaFlakaD

Posts: 576; Member since: Apr 30, 2011

To Michael. H, this is what the situation looks like for Jump on Demand at the retail level. In my opinion, if a customer must get JOD( new activation that's not credit class R), customer can try to fight with the manager on duty to see if he or she will gives it to you. But with the clear communication from upper management, most new customers won't be getting it in store. Retail sales asaociates are just the pawns in the game. We just execute the plan.

10. sniper1087

Posts: 537; Member since: Dec 31, 2011

It is easy to explain why would all the employees do this, is because while they do get pay per device sold on jump but not on jump on device, which I think it falls on T-Mobiles fault noone elses, because they dont want to offer it to customers or employees to offer it as well.

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