I think T-Mobile’s recent moves might cost it dearly

Alongside the imposition of the T-Life app on all of its customers, T-Mobile is also doing something else that has been received very poorly. T-Mobile’s customer base has been threatening to leave the un-carrier for its rivals, and these latest moves might finally be what pushes most users over the edge.

Customers reject the closure of stores

The T-Life app being required for almost all operations was only the start of T-Mobile’s plans to go all digital. When T-Mobile whistleblowers contacted us some time ago and told us what the company was planning, they weren’t kidding around. T-Mobile has already started closing down stores and laying off staff as the next step in its grand plan for transforming how the company is run.

In a recent poll, we asked you what your next move would be if most of T-Mobile’s stores shut down and even more operations are moved to the T-Life app. Unsurprisingly, over 53 percent of you said that you would switch to a rival carrier or an MVNO (Mobile Virtual Network Operator).

Similarly, over half of you previously said that you would switch from T-Mobile if the company goes all in on the T-Life app, which it already is. T-Mobile’s entire plan might end up costing them dearly. And if it doesn’t, then I suspect that AT&T and Verizon will quickly follow suit.

Read more about T-Mobile's recent changes:

• T-Mobile whistleblowers reveal next steps
• T-Life drives away T-Mobile customers

Half of T-Mobile’s customers are okay with this move

On the other hand, almost 33 percent of respondents said that they don’t really require assistance that often and are okay with stores being closed down. A little over 14 percent of voters even said that they were okay with having to use the T-Life app and would still stick with the carrier even if it shuts down most of its stores.

How do you feel about what T-Mobile is doing?

No slowing down

Unfortunately for half of T-Mobile’s customer base, the company has no plans to slow down its digitization efforts any time soon. It won’t be long now before the T-Life app is mandatory for everything and there’s no nearby stores to run to for human assistance.

This might cost T-Mobile dearly

The big question that now remains is whether this will cost T-Mobile or not. If the un-carrier’s customer base sticks around regardless — whether for coverage or because they get used to the new changes — then T-Mobile will save a lot on operational costs. Such an outcome would also likely see other carriers and MVNOs following in T-Mobile’s footsteps.

But, if this drives customers away en masse, then we might even see a day when T-Mobile rolls the entire thing back. However, that would require the carrier’s customer base to form a strong united front to push back against T-Life and the closure of stores.

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