Their customer service ratings certainly aren't going to make things easier as they fall, assuming the $1 billion cost-cutting program which includes slashing CSRs goes into effect.
Things like $20 restore fees, automatic contracts even if you don't subsidize, etc don't help. Tmo needs to refocus and get back to what won them awards.
Philip Humm's has been CEO for a year and that's all he needed to put T-Mobile customer service in the basement. He doesn't care about customer service. He specifically had the reps focus on always upselling. You read the horror stories posted by long time customer service reps, and they are upset how they are not permitted to do their job of customer service like before. I read one story where a rep was yelled at for not trying to sell something to an elderly lady who called in to cancel her husband's line because he just passed away. When the rep protested and asked what would he try to sell someone who just lost her husband, the supervisor said she could have been sold a data plan to use to find new men to date. True story.
T-Mobile is now putting profits above customers. Sad day indeed...
Philip Humm's has been CEO for a year and that's all he needed to put T-Mobile customer service in the basement. He doesn't care about customer service. He specifically had the reps focus on always upselling. You read the horror stories posted by long time customer service reps, and they are upset how they are not permitted to do their job of customer service like before. I read one story where a rep was yelled at for not trying to sell something to an elderly lady who called in to cancel her husband's line because he just passed away. When the rep protested and asked what would he try to sell someone who just lost her husband, the supervisor said she could have been sold a data plan to use to find new men to date. True story.
T-Mobile is now putting profits above customers. Sad day indeed...
I think that will change once tmobile gets a taste of reality come june if they arent welcomed with open arms at apple.
Samsung Galaxy Nexus, SE X10i (white), HTC EVO 3D GSM
Carriers
T-Mobile Value Family Plan 1000 5 lines (2+2+5GB) $120 |
T-Mobile 5GB semi-unlimited Web Connect
Feedback Score
0
What DT did the past 16 months almost destroyed the US division, and now they lost the trust from employees and customers.
Now what DT can do is to repair the serious damage had been done.
Only thing going to save them is the 4S, or 5 launching on their network directly. Not that unlocking a current iphone and hoping your area will get pcs 3g stuff.
It needs to be sold by tmobile with aws 3g enabled. People will flock to tmobile for an iphone with a cheaper than att and/or verizon rate plan.
Only thing going to save them is the 4S, or 5 launching on their network directly. Not that unlocking a current iphone and hoping your area will get pcs 3g stuff.
It needs to be sold by tmobile with aws 3g enabled. People will flock to tmobile for an iphone with a cheaper than att and/or verizon rate plan.
Sent from my SGH-T989 using HowardForums
T-Mobile should try both approaches when they can. However, T-Mo is just going to have to pay the piper here. I don't see any other alternative. DT sells the iPhone in other markets. Look at the Full Monty plan that T-Mobile has in the UK. Maybe T-Mobile should bring that over. Set the price at $79 for an individual line and $119 for a family plan. That would be a good value.
T-Mobile should try both approaches when they can. However, T-Mo is just going to have to pay the piper here. I don't see any other alternative. DT sells the iPhone in other markets. Look at the Full Monty plan that T-Mobile has in the UK. Maybe T-Mobile should bring that over. Set the price at $79 for an individual line and $119 for a family plan. That would be a good value.
They need to do something or Q2 through Q4 2012 will have another drop in customer service and customers once the iphone 5 is announced with no tmobile support.
Sometimes I wish they would ask the customers to sit down with them and give them insight as to what we want and how we can fix tmobile.
Sent from my SGH-T989 using HowardForums
Last edited by terryjohnson16; 02-03-2012 at 10:03 AM.
It's gotten to the point where tmo must listen to the customers and give them what they want if they want to survive. Nothing less will be good enough at this point.
Reply With Quote
Originally Posted by jet1000
Bookmarks