T-Life will drive both customers and employees away from T-Mobile

It’s been a while now since T-Mobile has begun forcing everyone to use the T-Life app for everything, but reception to the app still remains mostly negative. The app continues to cause problems, and there are almost daily posts by both customers and employees about how much they dislike having to use T-Life.

For example, just today, a T-Mobile representative revealed how the app had completely turned the store they work at upside down. Both the employees, and the customers, are beyond frustrated now, as everything takes much longer to get done due to the company’s insistence on using its all-in-one super app.



Even the simplest of tasks, like adding a new line, are now taking a lot longer to do. Many times, the employees have to explain to the customer that they absolutely need to use the app, which infuriates said customer because they’re there for a specialist’s help. Instead, they are then forced to solve their problems themselves.

This even leads to instances where the representative has to use the customer’s phone themselves to get things done, while the user just stares awkwardly. It’s no surprise, then, that people were walking out of T-Mobile stores in protest when this all initially began.



Unfortunately, according to multiple T-Mobile employees who reached out to us this past week, it seems that this is all by design. T-Mobile’s future is grim, as employees claim that the company is doing all of this because it’s trying to get them all to quit out of frustration.

Apparently, this is because the carrier wants to start closing down its physical stores en masse, converting some of them into “Experience Stores” instead. Ordering a new device or line will have to be done via T-Life by a customer themselves.

I don’t think that I need to illustrate just how damaging this can be to T-Mobile’s image. Many people are already saying that the un-carrier is dead, and that the new direction that it’s been taking will pivot more people towards AT&T, Verizon, or MVNOs.

If the company keeps going down this path, I believe that we’ll be seeing a not so insignificant number of people deciding that they’ve had enough, and moving on to greener pastures.

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