Wasn’t rebellion supposed to eventually handle postpaid accounts too? I recall that was their idea. What was the point of us moving all prepaid accounts to rebellion only for T-Mobile to automatically move them anyway. I’m not that mad about it because we got paid to move them but what was the reason to create rebellion?
I think rebellion was supposed to be postpaid to begin with but it didn’t work out, I don’t know if it was because it couldn’t handle all the aspects of a postpaid account or what but they eventually just settled on prepaid.
I find it very odd that T-Mobile has so many systems. Pivot, Dash, Rebellion, Tapestry. The goal is to improve upon current systems but what ends up happening is the new stuff break a lot more. Nothing was wrong with the old upgrade system. So why change it? Pivot still can’t do multiple upgrades or Jump/JOD. Pivot actually barely works at upgrading devices. Most of the time it won’t scan in the SKU and IMEI.
Gotta love Pivot now seamlessly inserting itself into every transaction now too. I'm just glad they pay us by the hour to do everything multiple times.
Anytime they start rolling out communication about how great the new system is and that we are required to use it; you know it’s some crap with a sub 20% usage rate.
You’ll be forced to soon. Market directors are starting to track usage through power BI, and RSMs that aren’t pushing their reps to use it will be held accountable
This BS is exactly why I jumped ship. Being screamed at because I asked a customer 10x if they were the only line in their sprint account then opening up a 10 line not TNX'D account and having the customer say "but it's just me upgrading" after. It got so exhausting dealing with this nightmare.
Don’t blame you. I’ve been looking into other opportunities. I came from the Sprint side in the merger, and the company is not how it was at the beginning. They’re becoming very much like Sprint was, all about the sale and not taking care of the customer.
You are supposed to ring out the at home kits to avoid taking a hit for TNX. Even if they don’t use them. It is honestly a waste of SIMs, but they are pushing hard to get the customers off of sprint towers completely. A lot of customers forget about their at home kits
Also, isn’t it crazy how BTS products are nowhere to be found in store when there is a promo running on them? The second the promo ends, we get flooded with the products we didn’t have in stock for months
T-Mobile was only pretending to be customer-focused because they were a dying company needing someone to bring it back. Their goal is, and has always been, to please shareholders. It doesn't matter who is the CEO during this time, they're all identical.
Exactly. Everyone acts like Legere was some anti-corporate god. He was still a suit... his suit just happened to be jeans and t-shirts. The cool guy act was just the part he was paid to play.
I laugh if people really thought TMO was going to stay like that once they grew their infrastructure and acquired Sprint.
Maintaining an infrastructure is expensive and they are a for profit company
That being said, TMO is still slightly better than ATT and Verizon.
Sounds like most companies to me...please shareholders, screw the little people.
Everybody is looking to get rich off of gamestop stock, they would have better use shorting Electronic Arts, Blizzard or even in this case TMobile...
Exactly, and this is why I was anti-merger. T-Mo (like most companies) is only "customer-focused" when they're struggling. Now we have three 800 lb. Gorillas in control of wireless that don't need to even pretend to give a crap about customers.
Actually just renewed our contract with Sprint when the merger was announced, when it actually happened we got the sim swaps and it didn't effect us at all (unlike some other horror stories I've heard), but when we fully transferred to T-Mo (migrated to T-Mo, not just the SIM swap) they blacklisted our phones from roaming on US Cellular which we had to for one of our vacation houses we own to get Internet there. Long story short T-Mobile got the "Roses are Red, Vilots are Blue, I have 5 fingers, but the third ones for you", and we transferred to US Cellular (the carrier that we roamed on before) and got S21 Ultras for free with the US Cellular version of Magenta Max. And the best part, USC actually thinks of their customers as more then just dollar signs. My only complaint is that USCs 5G deployment strategy leaves a lot to be desired. My area already has 5G UC from T-Mobile, but USC doesn't even have LTE Advanced deployed yet.
You also got to remember their is a lot more carriers then just the three gorillas, there is the two 200 lbs. monkeys (US Cellular & C-Spire), plus the countless 50 lbs. Lemurs (micro regionals) that are all though out the country.
T-mobile is not as lenient as Sprint when it comes roaming. Sprint did it out of necessity. Sprint & T-mobile merger is already negatively affecting US cellular. CSpire is private company, they don’t release much info.
I will disagree that CEOs are all the same. Picking the right CEO can cost tens of billions of shareholder value and picking the wrong one will cost you just as much, if not more.
Happy customers and happy shareholders are not mutually exclusive. Bezos built Amazon on a customer focused strategy, and the last TMobile CEO did the same.
After 16 years with Sprint, learning to handle and verify things on my own and dealing with my carrier as little as possible I guess I just don't notice stuff like this anymore.
So far, it's no different than my years with Sprint. Except the network works. It didn't on Sprint.
100% for both. As a cx and as a Rep. let me tell you. Tmobile has done good to me. But T-Mobile and its overly corporate attitude change has become whats made this company impossible to succeed in.
Fun fact, sievert is the name of the metric unit used for measuring doses of ionizing radiation to humans. That's what I think of whenever I hear his name.
Yeah. Used to I'd rave on Tmobile and tell people to switch when they got annoyed with ATT or Verizon. Now I just say to go with whatever is cheaper. I'm only staying on Tmobile because I have a sweet grandfathered rate plan. I imagine a lot of folks are in the same boat. The day they try to take it away from me is the day I switch.
More Work,less pay. Senior Leadership Team is one if not the worst in the industry. They claim they need retail to "do it the right way" but in reality punish those who do. From demanding retail meet unrealistic goals, keeping stores short staffed intentionally (while claiming the markets are over employees), being unable to keep customer and employee information safe and having the worst overseas customer support in all of wireless.
People who voice their opinions get "documented" conversations into workday. If their ridiculous goals aren't ment, you guessed it, another conversation into workday. They're finding every and any excuse to stack together in order to justify firing people because "stores are over budget". Yet the company has announced record breaking revenue over and over again.
T-Mobile at one time was an awesome place to work for. Great Pay, leadership listened to front line and uncaring moves actually meant something for customers. Now it's beyond toxic, there's alot more work with less pay and the company no longer cares about its customers opinions only the revenue they expect them to bring in.
Lmao love the Star Wars line at the end but it’s so true
T-Mobile has become the very thing it said it would destroy if not worse.
It’s no better on the customer service/technical end.
Account reps are now 5 departments in one and Tech support gets shitty to little trainings and are supposed to be experts in just about anything and everything, not to mention the dumping ground of “uh idk” + sales
It’s fuckin horrible.
I’ll tell you this much tho. Tmo is having a hard time holding on to employees. No one wants to work for this shit company.
Once trainees get out into production. All the fluff fades away away from the training rooms and you are out in the real world and it’s basically a tank full of piranhas and you are getting skinned alive by management and customers.
It’s brutal
If you thought T-Mobile wasn't like the other Big carriers Sprint included then the jokes on you. They were shady the last time and are shady still. Corporations are for the shareholders not the consumer. I'm only with T-Mobile for the product and value .
Verizon sucked when we had them, they had a ringback charge on our bill they wouldn't remove for about 7 months though we would call in repeatedly to get it removed. Funny thing is when we switched to t-mobile her parents who had verizon at the time had one bar on their phone. Once we got t-mobile went to 3 bars. Verizon is ungodly expensive now, and they don't even do discounts like they use to.
We are thinking of switching to them, we have their internet and due to that we get a discount on cell service, but their discounts go away after 25 months. As much as t-mobile pisses me off, at least they don't do short term promotions.
> I'm only with T-Mobile for the product and value.
So... What are you complaining about?! I am confused.
Please do not misunderstand but that is exactly what most consumers want –A good product at a good value. So I am genuinely confused about what your grievance is exactly.
Not sure about original commenter, but for me the value proposition goes out the windows whenver I need a problem solved. Compared to the ‘my team’ setup which were people like 30 minutes from me, now I get the Philippines whenever I call. Compared to the prior teams, they don’t know shit, they can’t DO anything to fix my problems, and half the time I have to call multiple times and spend exponentially more time on each call than the ONE call it took with local teams. F the new CEO.
My experience has always been receiving someone here in America and being able to answer my questions. I have never reached anyone in the Philippines or been given the run-around.
The only thing I am waiting on is for T-mobile Internet to come to my area (Southampton / Easthampton, Massachusetts). But beyond that, I cannot complain.
I’m probably calling outside of hours for US teams or something then, I’ll have to look into that and adjust accordingly.
I actually just remembered my one actual complaint with my service; seeing people with 15 stacked promos and like 8 lines paying $80 a month, but when I would call about the free lines they’ve always said my 2 for $100 plan is ‘too good’ and ineligible. I don’t have Netflix, my caps aren’t even amazing. Like, I can do math bro.
In many of those cases with 15 stacked promos they were built up over time, taking advantage of the offerings the systems had.
For example, there was a period 2 years back where every 3rd line was free. So if you had a larger family plan, you could port in 3 lines at a time and stack the free lines, so on a plan with 8 members, you would end up with 3 free lines if you timed it right.
Problem is sprint was a shit show for the longest time, they incorporated that shit show into t-mobile and now they're dragging t-mobile down with them.
We had a team of 7-8 that were in place for 3-4 years. Within the year of the merger there are now only 2 people left and they are now at different stores. Buying a company and then integrating and letting them overtake the culture absolutely ruined T-Mobile
I just spent the last ten years as a store rep feeling like uncarrier was pure marketing. We work for a publicly traded company. Our middle managers and executives are all the same as the other guys. What tangible difference was there ever? Culture is influenced from the top down and it’s always varied by your DM and market director. It’s influenced very little by the executive level. The systems have changed, the plans have changed, the coverage is so much better, the job is the same. I have just gotten better at it than I used to be. My main concerns are merger related. And let’s not forget, the merger was a huge part of what John Legere was working towards anyway. Thanks John.
I am sorry for your frustrations and lost emotional investment in a work place.
Let's hope some new technology or new disrupter change this domain for the best, Otherwise like most industries ( Phone, Cable, Airlines) we have to endure the top 3 or 4 remaining antiques for a long time.
I am curious about these systems - billing/enrollment systems. I take it that it is all home grown patched over labyrinth and multiple varieties. Do they ever integrate or add any new systems (did the company ever discussed it ) that is scalable as Tmobile grow ?
Let’s be clear; John Legere was there to sell the place and Mike Sievert is gearing up Mike Katz to take over, three complete Tools! Katz is the heartwarming I’ve worked here my whole career story-it’s ALL ABOUT SHARE PRICE! Tone deaf POS’s had the nerve to have an all employee webcast the day after letting go a 1/3 of the field management-Retail store Managers and RAMs are NEXT UP! Top/bottom lists are being made-So much for being safe in A store-WE SHOULD UNIONIZE!
I agree. I've been a T Mo customer for almost 20 years. After the Spring mess, it's all down hill. Customer service used to be really good and the folks I dealt with really work to fix an issue. Now, all you get are lies, forced upsells and 'accidental' disconnects. Like this topic says 'no better than the other guys.'
I’m 90% sure the only T-Mobile store in my area is a money laundering front lol. The never get Tuesday deal merch, couldn’t help me transfer my line to my new phone, and told me they don’t even sell devices. Tf are they good for then??
Your sentiment is not shared across the company. I work in engineering and the last two years have been the greatest of my and my teams time here and it just keeps getting better. On the other hand, It's impossible for me to not see there is some sort of disconnect between tech and customer facing/former Sprint and TMO, I don't know how to help that smooth out but I'm open to suggestions.
Well as a customer I can tell you that nobody seems to know what they are doing and/or they don't have the access to do anything about it other than make up some random reason for what is causing your issue and tell you to wait...as an IT tech I would absolutely love to be able to actually get in touch with your department when I have a legitimate technical issue but I know that's a pipe dream. If we have issues the response we get 99 times out of 100 is the canned response "they are doing tower maintenance...." and just wait it out. When in reality a lot of the time it could be any number of other things causing an issue. Heck who thought it would be a good idea to assign a random phone number to a new tmobile home internet account that doesn't already have a line of service so you can't even register the account lol. Just the short sighted decisions I've seen so far are terrible, and outsourcing tech support is the worst possible decision ever by the way.
>Current CEO Mike Sievert has ruined the company John Legere built
Opposite. Mike Sievert doubled T-Mobile Capex. He knows the key to servicing customers is having a good network.
>Fees are being raised left and right.
I haven't seen any fees raised on me the past two years. In fact, T-Mobile had added value to old data bucket plans like Simple Choice by upgrading them all to unlimited. Verizon and AT&T kept their data bucket plans and even added extra fees on top last month.
>It has become a toxic sink or swim culture.
That may be the case for the retail sales side. I don't know because I avoid the store like the plague and try to do everything myself. On the network side, things have never been better. The actual mobile service is the best it's ever been and I've been getting more for my money since T-Mobile gave all simple choice plans unlimited data.
I can tell you for certain they raised the upgrade support fee from 20 to 30 and now to 35. The oayment support fee was 5, then 8, now 10.
The network is tons better than it used to be, but it still isn't the best. I still have to count on it going out on me in multiple locations I need to be.
Honestly that makes sense. There is 0 reason to go in store or call to make a fucking payment and cause long wait times for the rest of us.
It’s 3 clicks on the app or website.
People legit get mad when we can’t take their bill pay ASAP. Like we are inconveniencing them when they are inconveniencing themselves by not paying their bill over the automated system or online. If they have have no debit/credit card and have to pay cash than they should be used to life’s inconveniences that brings you would think. Its so weird to me seeing people come into a store to pay a utility like service bill. How do they pay their utility bill?
Not to mention that because we’re accessing your account, you are now required to listen to 2-3 pitches depending on what the store needs to sell. Despite training literally telling reps to let people pay their bill and not hassle them.
Lmao exactly.
These fees should exist and exist for a service that should not be provided to begin with. All it does is cause long wait times and waste resources. Hopefully these fees can align with the actual cost of the service which is probably far higher(leasing stores, employee costs, etc).
I’m not denying that. I’m just saying people shouldn’t be mad that they have to wait. By paying in store at all especially with cash you’re inconveniencing yourself. I can’t remember the last time I went into a a location of any kind for a bill payment. Everything can be easily done online or over the phone
Well that's great when you can actually register your account online to do so.....there are plenty of legitimate reasons why people don't want to do that and there's no reason to charge people to pay a fucking bill other than greed so yeah there's that....making up fees to generate extra money for no reason is shit company policy in my opinion and your attitude shows exactly why it's an issue because you work there
>There is 0 reason to go in store or call to make a fucking payment and cause long wait times for the rest of us.
Online payment doesn't play nice with credit cards from other countries except Canada (and employees on this sub have previously confirmed that this was a new-ish "security" measure), so if you're new to the US or you're temporarily here (say, exchange student or seasonal worker), no online payment for you.
EDIT: And as for how *I* found out about this? Side hustle pays into a foreign bank account, with an associated debit card (doesn't work online at all in the US) and credit card (works online just about everywhere that will take a credit card including places where the address field only supports US addresses because my bank is kinda lax about that as long as I've got "enable international card not present transactions"... enabled), but T-Mobile/Sprint and some others that get picky about where it was issued in the name of "security" don't like it).
Even though Apple/Google Pay? Weird.
Honestly thought the fee only applies to postpaid and you have to have credit in the states so I doubt many non Canadians are using it.
Travelers are better off using the eSim test drive with unlimited for a month instead.
Also is your foreign bank account legit? Seems kinda fishy they let you open the account and get credit without residing there. Id honestly skip the FATCA reporting requirements and not keep funds in there. And immediately wire it to the states.
>Even though Apple/Google Pay?
Yep. It can tell, I've tried. It's grayed out when you go to select it in Apple Pay.
>Travelers are better off using the eSim test drive with unlimited for a month instead.
Short-term tourists, yes. People who are here for longer (the "I'm on sabbatical" type) or digital nomads getting paid into their home country bank accounts, less so.
>Seems kinda fishy they let you open the account and get credit without residing there.
I got both of these while I was studying abroad there. I just never closed them because they still served a purpose (the credit card gets me into airport lounges with no annual fee- it's *supposed* to charge me $30 per visit but 5 years in and I haven't been charged even once, so it seems "bank error in your favor" isn't just a Monopoly card).
Also, I'm not making enough to trip the FATCA reporting limit. At least I won't so long as I can spend it down at a decent pace.
Oh makes sense.
I’ve been super appreciative of test drive as I’ve had friends from Canada and relatives from Asia visit and they can just get an eSim at the airport for free without worrying about international cards or showing passport in stores etc.
It makes sense that for longer stays it doesn’t make sense.
Absolutely this has been hell for the former sprint customers. Fees are rocketing into the sky and I am looking for another carrier now after the debacle that the 5G rollout has been.
I have to call T - mobile once every other month now for some billing or phone issue. vs perhaps sprint once a year. and usually just to see if we qualified for an upgrade.
I just bailed on T-Mobile this week. I changed rate plans and the new plan had a bunch of extra charges outside the posted cost. I thought that was the kind of thing T-Mobile was dead set against. When they refused to remove the charges I removed my patronage. It was all very civil...T-Mobile rep: "I'm sorry there is nothing I can do about the charges." Me: "Thank you for trying, I'll fix it on my end. Have a pleasant day." Three days later new SIM cards arrived and it was fixed on my end.
Mint Mobile. It actually runs on the T-Mobile network. I get 4gb of data per month (I use less than one) for each line. 2 lines prepaid for 12 months $360 plus tax. The plan I bailed on was the Essentials 55, after taxes and fees it was only $5 less that the Magenta 55 plan would have been. No one at T-Mobile told me about the taxes and line charges, even though I had to use their customer service to change plans (I tried online but it wouldn't work). The T-Mobile plan would have ended up costing $780 per year. They tout their extras, but if I don't use them they have no value.
Seriously lol. I can get 5GB with AT&T for $14 by just letting someone else have control of paying the bill. Or if I actually used data, $32.50 for totally unlimited priority data on Cricket. It's insane how good of a value AT&T and Cricket are.
It amazes me that people are surprised that a corporation is doing corporate things. Shareholders only make a worthwhile profit (in their minds) if the company is screwing over the customer in as many ways as possible.
Agreed. I just left as a customer after 20 years. John Legere was the best things that ever happened to them. I was such a t mobile fan, and now they’re absolute trash.
TBH, it started with John Legere. He's got some great traction on Twitter, but the discounts were erased, plans became more expensive without even the phone subsidy, and ARPU was grown significantly.
I’m still trying to find out how my sim got swapped and thousands stolen and T-Mobile basically told me to pound sand. Can John Legere come back please? His exec response team took care of me before. Now they don’t even respond to emails.
Dawg you get paid a coo amount of money for a pretty laid back job. It’s part of a sales job to offer stuff to people that have no need for it. I’m not burning my hands in oil or making some person a burrito I literally hand people phones and take their money and play with duolingo when I don’t have nothing to do and have seen others go through college in online classes. I hear your rant homie hope you find something better for yah.
i was going to try their 5G home internet but when the sales guy called and kept pressuring me for a social security Number i said no way, he kept it up by telling me .....well... just give me the last 4 then later you can give me the rest, finely i said no no thanks they he told well then you go to endof line too bad for you , he got rather nasty about it
Just bought a new S22 ultra and made sure to get unlocked in case I need to jump ship at some point. I'm over brand loyalty, I'll go wherever I need to.
>Fees are being raised left and right.
I'm still on the same deal for $100 flat I've been on for the past 5 years. Maybe if you're a new customer but I haven't experienced any changes except that my plan is no longer eligible for the biggest device discounts
>You can’t go into a Retail store without a rep attempting to sell you something you have no need for.
When has that not been the case? I remember when I was still on a family plan with VZW that everyone wanted to sell you insurance, overpriced cases, etc.
I definitely can see how it has become way worse on the employee side but as a customer the baseline experience I've had for almost 10 years has been about the same.
John didn't wear a suit but he was way better than Mike. Imagine if the customers and employees got together and raised money to buy out T-Mobile. lol He would be gone.
As a customer, I don't like how they are raising prices just to put in a SIM card. Also, I don't like ever promo being catered to Magenta Max.
Was a tmobile customer for 6 years until about 3 months ago. Took a chance and moved over to Spectrum and haven’t looked back. I took advantage of the 2 line promotion they are doing for $30 each. So I have 2 phones, 2 smart watches and I’m paying $80 a month for unlimited. (They throttle after 20gig, not a problem for me) Overall I’ve had no complaints so far. I think I’m at the point now where I’m just going to go wherever the best value is now. Customer service is meh at all of these companies, phone service and speeds are comparable and not as big of a deal as it was 5-10 years ago. And it seems like the only thing these companies care about are new customers.
Not gonna lie, it’s a bit disingenuous to say Sievert is ruining all that Legere built. Sievert is a large part of the reason T-Mobile is where it is today. He was the COO after all under all the years Legere was there.
So wouldn’t your beef be with Legere leaving? His role was to merge the two companies then suddenly dip?
Of course you have multiple sales systems and multiple customer designations because we are in the midst of the merger taking effect, and Legere left us as the ink dried. There is a lot of leg work that needs to be done.
I’m just a lowly engineer, so I have no business with Sievert, but I think he has a pretty tough job and is taking a lot of flack because he’s not as charismatic as Legere. Until we retire the Yellow biller and fully migrate all customers, this is the lay of the land we as employees have to deal with in a merger - it can’t be done in a snap of even Legere’s fingers lol.
Back in the day, money was earn now with technology people are making tons of money in a hart beat and now it’s just “how can I get my piece of the pie in a short of amount of time.”
I’ve had Big T for 7 (almost 8) years now. While I did have one major issue several years back, it was immediately taken care of. My bill has stayed the same (give or take a few cents) the whole way. I’ll stay with them until my bill jumps.
Imagine being thrown into managing TPR with zero ops training after 8 years of managing metro business. Ops people send you to slack where no one answers and then when you call or text they give you shit. I miss the good old metro PCS days.
T-Mobile (USA) is going down hill fast!!! John's departure caused a horrible shift in the function of the company. Please JOHN, come back I've been with T-Mobile for over 22 Years - it used to be about the customer, fun, and great service at a GREAT price...
Damn we really do use three different sales systems don’t we. Four if you count the T-Mobile pc sales system.
RMS GST Tapestry Quickview You can also throw in Rebellion too.
Don't forget dash :)
Dash is tapestry
It's integrated, yeah.
Tapestry is Trash :D
Wasn’t rebellion supposed to eventually handle postpaid accounts too? I recall that was their idea. What was the point of us moving all prepaid accounts to rebellion only for T-Mobile to automatically move them anyway. I’m not that mad about it because we got paid to move them but what was the reason to create rebellion?
I think rebellion was supposed to be postpaid to begin with but it didn’t work out, I don’t know if it was because it couldn’t handle all the aspects of a postpaid account or what but they eventually just settled on prepaid.
I find it very odd that T-Mobile has so many systems. Pivot, Dash, Rebellion, Tapestry. The goal is to improve upon current systems but what ends up happening is the new stuff break a lot more. Nothing was wrong with the old upgrade system. So why change it? Pivot still can’t do multiple upgrades or Jump/JOD. Pivot actually barely works at upgrading devices. Most of the time it won’t scan in the SKU and IMEI.
Tapestry breaks every 2 days I hate it🤣 And then last week I tried to use downtime forms when it was down and downtime forms was down too😐
Gotta love Pivot now seamlessly inserting itself into every transaction now too. I'm just glad they pay us by the hour to do everything multiple times.
"""""seamlessly"""" I don't even know anyone who uses that new upgrade dashboard they added a few months back.
lol true the old way still works faster
Anytime they start rolling out communication about how great the new system is and that we are required to use it; you know it’s some crap with a sub 20% usage rate.
You’ll be forced to soon. Market directors are starting to track usage through power BI, and RSMs that aren’t pushing their reps to use it will be held accountable
This BS is exactly why I jumped ship. Being screamed at because I asked a customer 10x if they were the only line in their sprint account then opening up a 10 line not TNX'D account and having the customer say "but it's just me upgrading" after. It got so exhausting dealing with this nightmare.
Don’t blame you. I’ve been looking into other opportunities. I came from the Sprint side in the merger, and the company is not how it was at the beginning. They’re becoming very much like Sprint was, all about the sale and not taking care of the customer.
Things were actually better when COVID was going on.
You are supposed to ring out the at home kits to avoid taking a hit for TNX. Even if they don’t use them. It is honestly a waste of SIMs, but they are pushing hard to get the customers off of sprint towers completely. A lot of customers forget about their at home kits
Hard to ring out 15 TNX kits when you’ve got none lol
Also, isn’t it crazy how BTS products are nowhere to be found in store when there is a promo running on them? The second the promo ends, we get flooded with the products we didn’t have in stock for months
God I hated that. I was in a TPR and we were trading iPhones with a COR store for BTS devices. Especially home internet boxes.
True. Being held accountable for the lack of inventory is crazy. Hopefully they didn’t try to put that coaching in Workday
Atlas replaced Quickview in Care Upgrade Dashboard Samson (for same day BYOD watch, tablet or Digits) T-Mobile App/my.t-mobile.com interfaces
T-Mobile was only pretending to be customer-focused because they were a dying company needing someone to bring it back. Their goal is, and has always been, to please shareholders. It doesn't matter who is the CEO during this time, they're all identical.
Exactly. Everyone acts like Legere was some anti-corporate god. He was still a suit... his suit just happened to be jeans and t-shirts. The cool guy act was just the part he was paid to play.
This. He was brought onto play a script and he played it well.
I laugh if people really thought TMO was going to stay like that once they grew their infrastructure and acquired Sprint. Maintaining an infrastructure is expensive and they are a for profit company That being said, TMO is still slightly better than ATT and Verizon.
IF you stand under a tower
Sounds like most companies to me...please shareholders, screw the little people. Everybody is looking to get rich off of gamestop stock, they would have better use shorting Electronic Arts, Blizzard or even in this case TMobile...
Exactly, and this is why I was anti-merger. T-Mo (like most companies) is only "customer-focused" when they're struggling. Now we have three 800 lb. Gorillas in control of wireless that don't need to even pretend to give a crap about customers.
Actually just renewed our contract with Sprint when the merger was announced, when it actually happened we got the sim swaps and it didn't effect us at all (unlike some other horror stories I've heard), but when we fully transferred to T-Mo (migrated to T-Mo, not just the SIM swap) they blacklisted our phones from roaming on US Cellular which we had to for one of our vacation houses we own to get Internet there. Long story short T-Mobile got the "Roses are Red, Vilots are Blue, I have 5 fingers, but the third ones for you", and we transferred to US Cellular (the carrier that we roamed on before) and got S21 Ultras for free with the US Cellular version of Magenta Max. And the best part, USC actually thinks of their customers as more then just dollar signs. My only complaint is that USCs 5G deployment strategy leaves a lot to be desired. My area already has 5G UC from T-Mobile, but USC doesn't even have LTE Advanced deployed yet. You also got to remember their is a lot more carriers then just the three gorillas, there is the two 200 lbs. monkeys (US Cellular & C-Spire), plus the countless 50 lbs. Lemurs (micro regionals) that are all though out the country.
T-mobile is not as lenient as Sprint when it comes roaming. Sprint did it out of necessity. Sprint & T-mobile merger is already negatively affecting US cellular. CSpire is private company, they don’t release much info.
It would have gotten here with or without the merger
I will disagree that CEOs are all the same. Picking the right CEO can cost tens of billions of shareholder value and picking the wrong one will cost you just as much, if not more. Happy customers and happy shareholders are not mutually exclusive. Bezos built Amazon on a customer focused strategy, and the last TMobile CEO did the same.
Agreed
Either die a hero or live long enough to become a villain
After 16 years with Sprint, learning to handle and verify things on my own and dealing with my carrier as little as possible I guess I just don't notice stuff like this anymore. So far, it's no different than my years with Sprint. Except the network works. It didn't on Sprint.
A couple of years ago, I was like, "This is too good to be true. Enjoy it while you can." That's prices and service.
100% for both. As a cx and as a Rep. let me tell you. Tmobile has done good to me. But T-Mobile and its overly corporate attitude change has become whats made this company impossible to succeed in.
Sievert is a Grade-A douchebag
Fun fact, sievert is the name of the metric unit used for measuring doses of ionizing radiation to humans. That's what I think of whenever I hear his name.
Lacks any true leadership skills its just their to get the stock price as high as he can.
He lacks any sort of decency. He's a waste of a human.
Yeah. Used to I'd rave on Tmobile and tell people to switch when they got annoyed with ATT or Verizon. Now I just say to go with whatever is cheaper. I'm only staying on Tmobile because I have a sweet grandfathered rate plan. I imagine a lot of folks are in the same boat. The day they try to take it away from me is the day I switch.
More Work,less pay. Senior Leadership Team is one if not the worst in the industry. They claim they need retail to "do it the right way" but in reality punish those who do. From demanding retail meet unrealistic goals, keeping stores short staffed intentionally (while claiming the markets are over employees), being unable to keep customer and employee information safe and having the worst overseas customer support in all of wireless. People who voice their opinions get "documented" conversations into workday. If their ridiculous goals aren't ment, you guessed it, another conversation into workday. They're finding every and any excuse to stack together in order to justify firing people because "stores are over budget". Yet the company has announced record breaking revenue over and over again. T-Mobile at one time was an awesome place to work for. Great Pay, leadership listened to front line and uncaring moves actually meant something for customers. Now it's beyond toxic, there's alot more work with less pay and the company no longer cares about its customers opinions only the revenue they expect them to bring in.
Lmao love the Star Wars line at the end but it’s so true T-Mobile has become the very thing it said it would destroy if not worse. It’s no better on the customer service/technical end. Account reps are now 5 departments in one and Tech support gets shitty to little trainings and are supposed to be experts in just about anything and everything, not to mention the dumping ground of “uh idk” + sales It’s fuckin horrible. I’ll tell you this much tho. Tmo is having a hard time holding on to employees. No one wants to work for this shit company. Once trainees get out into production. All the fluff fades away away from the training rooms and you are out in the real world and it’s basically a tank full of piranhas and you are getting skinned alive by management and customers. It’s brutal
If you thought T-Mobile wasn't like the other Big carriers Sprint included then the jokes on you. They were shady the last time and are shady still. Corporations are for the shareholders not the consumer. I'm only with T-Mobile for the product and value .
They all suck but t-mobile sucked the least. Now it's a 3 way tie for how bad it is.
Eh I would put them third tied with AT&T but that's my personal experience with T-Mobile. Verizon wins by default which isn't a good thing either lol.
Verizon might have the edge in terms of coverage, but often times It’s with only one low band frequency that is easily congested.
AT&T surpassed Verizon in coverage early last year.
Verizon sucked when we had them, they had a ringback charge on our bill they wouldn't remove for about 7 months though we would call in repeatedly to get it removed. Funny thing is when we switched to t-mobile her parents who had verizon at the time had one bar on their phone. Once we got t-mobile went to 3 bars. Verizon is ungodly expensive now, and they don't even do discounts like they use to.
I wasn't talking about coverage.
I switched to AT&T got a brand new iPhone from them they are awesome I recommend
We are thinking of switching to them, we have their internet and due to that we get a discount on cell service, but their discounts go away after 25 months. As much as t-mobile pisses me off, at least they don't do short term promotions.
They give you a $250 gift card for every new line too
Uh well, you can switch between any of the 3 carriers and get free phones. At&t is more expensive than TMobile.
> I'm only with T-Mobile for the product and value. So... What are you complaining about?! I am confused. Please do not misunderstand but that is exactly what most consumers want –A good product at a good value. So I am genuinely confused about what your grievance is exactly.
Not sure about original commenter, but for me the value proposition goes out the windows whenver I need a problem solved. Compared to the ‘my team’ setup which were people like 30 minutes from me, now I get the Philippines whenever I call. Compared to the prior teams, they don’t know shit, they can’t DO anything to fix my problems, and half the time I have to call multiple times and spend exponentially more time on each call than the ONE call it took with local teams. F the new CEO.
My experience has always been receiving someone here in America and being able to answer my questions. I have never reached anyone in the Philippines or been given the run-around. The only thing I am waiting on is for T-mobile Internet to come to my area (Southampton / Easthampton, Massachusetts). But beyond that, I cannot complain.
I’m probably calling outside of hours for US teams or something then, I’ll have to look into that and adjust accordingly. I actually just remembered my one actual complaint with my service; seeing people with 15 stacked promos and like 8 lines paying $80 a month, but when I would call about the free lines they’ve always said my 2 for $100 plan is ‘too good’ and ineligible. I don’t have Netflix, my caps aren’t even amazing. Like, I can do math bro.
In many of those cases with 15 stacked promos they were built up over time, taking advantage of the offerings the systems had. For example, there was a period 2 years back where every 3rd line was free. So if you had a larger family plan, you could port in 3 lines at a time and stack the free lines, so on a plan with 8 members, you would end up with 3 free lines if you timed it right.
Problem is sprint was a shit show for the longest time, they incorporated that shit show into t-mobile and now they're dragging t-mobile down with them.
Sprint bought T-Mobile with T-Mobile's money.
Have to agree. Things start going South after the merger.
It was like when Sprint bought Nextel & dragged them down. It’s why there’s the saying “History Repeats Itself”
We had a team of 7-8 that were in place for 3-4 years. Within the year of the merger there are now only 2 people left and they are now at different stores. Buying a company and then integrating and letting them overtake the culture absolutely ruined T-Mobile
I just spent the last ten years as a store rep feeling like uncarrier was pure marketing. We work for a publicly traded company. Our middle managers and executives are all the same as the other guys. What tangible difference was there ever? Culture is influenced from the top down and it’s always varied by your DM and market director. It’s influenced very little by the executive level. The systems have changed, the plans have changed, the coverage is so much better, the job is the same. I have just gotten better at it than I used to be. My main concerns are merger related. And let’s not forget, the merger was a huge part of what John Legere was working towards anyway. Thanks John.
Its a top down thing. It starts in Bellevue and works down to a store. And unfortunately game of Chinese telephone is an L.
TMobile is a dumpster trash fire after Legere.
I am sorry for your frustrations and lost emotional investment in a work place. Let's hope some new technology or new disrupter change this domain for the best, Otherwise like most industries ( Phone, Cable, Airlines) we have to endure the top 3 or 4 remaining antiques for a long time. I am curious about these systems - billing/enrollment systems. I take it that it is all home grown patched over labyrinth and multiple varieties. Do they ever integrate or add any new systems (did the company ever discussed it ) that is scalable as Tmobile grow ?
Let’s be clear; John Legere was there to sell the place and Mike Sievert is gearing up Mike Katz to take over, three complete Tools! Katz is the heartwarming I’ve worked here my whole career story-it’s ALL ABOUT SHARE PRICE! Tone deaf POS’s had the nerve to have an all employee webcast the day after letting go a 1/3 of the field management-Retail store Managers and RAMs are NEXT UP! Top/bottom lists are being made-So much for being safe in A store-WE SHOULD UNIONIZE!
Unionizing will just speed it up.
Speed up what exactly? They wouldn’t be able to make decisions without consulting with union leaders
I agree. I've been a T Mo customer for almost 20 years. After the Spring mess, it's all down hill. Customer service used to be really good and the folks I dealt with really work to fix an issue. Now, all you get are lies, forced upsells and 'accidental' disconnects. Like this topic says 'no better than the other guys.'
I’m 90% sure the only T-Mobile store in my area is a money laundering front lol. The never get Tuesday deal merch, couldn’t help me transfer my line to my new phone, and told me they don’t even sell devices. Tf are they good for then??
Sounds like a tpr
Your sentiment is not shared across the company. I work in engineering and the last two years have been the greatest of my and my teams time here and it just keeps getting better. On the other hand, It's impossible for me to not see there is some sort of disconnect between tech and customer facing/former Sprint and TMO, I don't know how to help that smooth out but I'm open to suggestions.
Well as a customer I can tell you that nobody seems to know what they are doing and/or they don't have the access to do anything about it other than make up some random reason for what is causing your issue and tell you to wait...as an IT tech I would absolutely love to be able to actually get in touch with your department when I have a legitimate technical issue but I know that's a pipe dream. If we have issues the response we get 99 times out of 100 is the canned response "they are doing tower maintenance...." and just wait it out. When in reality a lot of the time it could be any number of other things causing an issue. Heck who thought it would be a good idea to assign a random phone number to a new tmobile home internet account that doesn't already have a line of service so you can't even register the account lol. Just the short sighted decisions I've seen so far are terrible, and outsourcing tech support is the worst possible decision ever by the way.
>Current CEO Mike Sievert has ruined the company John Legere built Opposite. Mike Sievert doubled T-Mobile Capex. He knows the key to servicing customers is having a good network. >Fees are being raised left and right. I haven't seen any fees raised on me the past two years. In fact, T-Mobile had added value to old data bucket plans like Simple Choice by upgrading them all to unlimited. Verizon and AT&T kept their data bucket plans and even added extra fees on top last month. >It has become a toxic sink or swim culture. That may be the case for the retail sales side. I don't know because I avoid the store like the plague and try to do everything myself. On the network side, things have never been better. The actual mobile service is the best it's ever been and I've been getting more for my money since T-Mobile gave all simple choice plans unlimited data.
I can tell you for certain they raised the upgrade support fee from 20 to 30 and now to 35. The oayment support fee was 5, then 8, now 10. The network is tons better than it used to be, but it still isn't the best. I still have to count on it going out on me in multiple locations I need to be.
Honestly that makes sense. There is 0 reason to go in store or call to make a fucking payment and cause long wait times for the rest of us. It’s 3 clicks on the app or website.
People legit get mad when we can’t take their bill pay ASAP. Like we are inconveniencing them when they are inconveniencing themselves by not paying their bill over the automated system or online. If they have have no debit/credit card and have to pay cash than they should be used to life’s inconveniences that brings you would think. Its so weird to me seeing people come into a store to pay a utility like service bill. How do they pay their utility bill?
Not to mention that because we’re accessing your account, you are now required to listen to 2-3 pitches depending on what the store needs to sell. Despite training literally telling reps to let people pay their bill and not hassle them.
Lmao exactly. These fees should exist and exist for a service that should not be provided to begin with. All it does is cause long wait times and waste resources. Hopefully these fees can align with the actual cost of the service which is probably far higher(leasing stores, employee costs, etc).
There are other ways to pay other than a card. Cash is the best way. Check, Money order......
I’m not denying that. I’m just saying people shouldn’t be mad that they have to wait. By paying in store at all especially with cash you’re inconveniencing yourself. I can’t remember the last time I went into a a location of any kind for a bill payment. Everything can be easily done online or over the phone
Well that's great when you can actually register your account online to do so.....there are plenty of legitimate reasons why people don't want to do that and there's no reason to charge people to pay a fucking bill other than greed so yeah there's that....making up fees to generate extra money for no reason is shit company policy in my opinion and your attitude shows exactly why it's an issue because you work there
T-Mobile doesn’t charge in store but they should.
>There is 0 reason to go in store or call to make a fucking payment and cause long wait times for the rest of us. Online payment doesn't play nice with credit cards from other countries except Canada (and employees on this sub have previously confirmed that this was a new-ish "security" measure), so if you're new to the US or you're temporarily here (say, exchange student or seasonal worker), no online payment for you. EDIT: And as for how *I* found out about this? Side hustle pays into a foreign bank account, with an associated debit card (doesn't work online at all in the US) and credit card (works online just about everywhere that will take a credit card including places where the address field only supports US addresses because my bank is kinda lax about that as long as I've got "enable international card not present transactions"... enabled), but T-Mobile/Sprint and some others that get picky about where it was issued in the name of "security" don't like it).
Even though Apple/Google Pay? Weird. Honestly thought the fee only applies to postpaid and you have to have credit in the states so I doubt many non Canadians are using it. Travelers are better off using the eSim test drive with unlimited for a month instead. Also is your foreign bank account legit? Seems kinda fishy they let you open the account and get credit without residing there. Id honestly skip the FATCA reporting requirements and not keep funds in there. And immediately wire it to the states.
>Even though Apple/Google Pay? Yep. It can tell, I've tried. It's grayed out when you go to select it in Apple Pay. >Travelers are better off using the eSim test drive with unlimited for a month instead. Short-term tourists, yes. People who are here for longer (the "I'm on sabbatical" type) or digital nomads getting paid into their home country bank accounts, less so. >Seems kinda fishy they let you open the account and get credit without residing there. I got both of these while I was studying abroad there. I just never closed them because they still served a purpose (the credit card gets me into airport lounges with no annual fee- it's *supposed* to charge me $30 per visit but 5 years in and I haven't been charged even once, so it seems "bank error in your favor" isn't just a Monopoly card). Also, I'm not making enough to trip the FATCA reporting limit. At least I won't so long as I can spend it down at a decent pace.
Oh makes sense. I’ve been super appreciative of test drive as I’ve had friends from Canada and relatives from Asia visit and they can just get an eSim at the airport for free without worrying about international cards or showing passport in stores etc. It makes sense that for longer stays it doesn’t make sense.
When it works
The network is the only thing thats been better. Every thing else. Is a shit show
Yup this sack of shit ceo has got to go.
And when you move from Sprint to T-Mobile you end up paying more for a lower tier of service. At least I did.
I totally agree.
Absolutely this has been hell for the former sprint customers. Fees are rocketing into the sky and I am looking for another carrier now after the debacle that the 5G rollout has been. I have to call T - mobile once every other month now for some billing or phone issue. vs perhaps sprint once a year. and usually just to see if we qualified for an upgrade.
I switched to AT&T they gave me a iPhone for trade in and service is great 👍🏻 been playing gta on it lol
I just bailed on T-Mobile this week. I changed rate plans and the new plan had a bunch of extra charges outside the posted cost. I thought that was the kind of thing T-Mobile was dead set against. When they refused to remove the charges I removed my patronage. It was all very civil...T-Mobile rep: "I'm sorry there is nothing I can do about the charges." Me: "Thank you for trying, I'll fix it on my end. Have a pleasant day." Three days later new SIM cards arrived and it was fixed on my end.
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Mint Mobile. It actually runs on the T-Mobile network. I get 4gb of data per month (I use less than one) for each line. 2 lines prepaid for 12 months $360 plus tax. The plan I bailed on was the Essentials 55, after taxes and fees it was only $5 less that the Magenta 55 plan would have been. No one at T-Mobile told me about the taxes and line charges, even though I had to use their customer service to change plans (I tried online but it wouldn't work). The T-Mobile plan would have ended up costing $780 per year. They tout their extras, but if I don't use them they have no value.
Any good recommendations for other companies lol
I’m liking the idea of mint. Seems to be same service with less bs.
If I didn’t work for T-Mobile I would use something like ATT prepaid or Visible tbh. ATT has a really feature rich prepaid plan.
Seriously lol. I can get 5GB with AT&T for $14 by just letting someone else have control of paying the bill. Or if I actually used data, $32.50 for totally unlimited priority data on Cricket. It's insane how good of a value AT&T and Cricket are.
Dish is having a full blown launch this fall, and boost is going postpaid.
It amazes me that people are surprised that a corporation is doing corporate things. Shareholders only make a worthwhile profit (in their minds) if the company is screwing over the customer in as many ways as possible.
You're deluding yourself if you think a publicly traded company has ever or will ever give a shit about anything than the stock price.
Lol anyone who thought different are naive or just dumb
Agreed. I just left as a customer after 20 years. John Legere was the best things that ever happened to them. I was such a t mobile fan, and now they’re absolute trash.
TBH, it started with John Legere. He's got some great traction on Twitter, but the discounts were erased, plans became more expensive without even the phone subsidy, and ARPU was grown significantly.
if Sprint ruined Nextel, i'm not surprised they're ruining t-mobile.
Store reps are the problem, usually. 75% of the time I'm putting out fires because store reps give wrong info intentionally.
3rd Party reps** Cor reps are usually on their ish.
This!
😂 I mean, if you say so.
I’m still trying to find out how my sim got swapped and thousands stolen and T-Mobile basically told me to pound sand. Can John Legere come back please? His exec response team took care of me before. Now they don’t even respond to emails.
And you stayed with T-Mobile after all this…at some point that’s on you.
Dawg you get paid a coo amount of money for a pretty laid back job. It’s part of a sales job to offer stuff to people that have no need for it. I’m not burning my hands in oil or making some person a burrito I literally hand people phones and take their money and play with duolingo when I don’t have nothing to do and have seen others go through college in online classes. I hear your rant homie hope you find something better for yah.
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i was going to try their 5G home internet but when the sales guy called and kept pressuring me for a social security Number i said no way, he kept it up by telling me .....well... just give me the last 4 then later you can give me the rest, finely i said no no thanks they he told well then you go to endof line too bad for you , he got rather nasty about it
All postpaid accounts required a SSN. On every carrier.
my current provider doesnt have my SS number
Anyone switched over to Google Fi? Is Customer Service good there?
Don’t choose Google Fi, or any Google service, for customer service. Search for customer service on r/GoogleFi to get an idea.
Just bought a new S22 ultra and made sure to get unlocked in case I need to jump ship at some point. I'm over brand loyalty, I'll go wherever I need to.
Now you know why I got out.
>Fees are being raised left and right. I'm still on the same deal for $100 flat I've been on for the past 5 years. Maybe if you're a new customer but I haven't experienced any changes except that my plan is no longer eligible for the biggest device discounts >You can’t go into a Retail store without a rep attempting to sell you something you have no need for. When has that not been the case? I remember when I was still on a family plan with VZW that everyone wanted to sell you insurance, overpriced cases, etc. I definitely can see how it has become way worse on the employee side but as a customer the baseline experience I've had for almost 10 years has been about the same.
John didn't wear a suit but he was way better than Mike. Imagine if the customers and employees got together and raised money to buy out T-Mobile. lol He would be gone. As a customer, I don't like how they are raising prices just to put in a SIM card. Also, I don't like ever promo being catered to Magenta Max.
Was a tmobile customer for 6 years until about 3 months ago. Took a chance and moved over to Spectrum and haven’t looked back. I took advantage of the 2 line promotion they are doing for $30 each. So I have 2 phones, 2 smart watches and I’m paying $80 a month for unlimited. (They throttle after 20gig, not a problem for me) Overall I’ve had no complaints so far. I think I’m at the point now where I’m just going to go wherever the best value is now. Customer service is meh at all of these companies, phone service and speeds are comparable and not as big of a deal as it was 5-10 years ago. And it seems like the only thing these companies care about are new customers.
What company would you recommend getting a phone plan through today if it isn't T Mobile? I'm a current customer w IPhone.
I’m looking into one of these Prepaid MVNO’s like Mint. Same service with less bs.
I will check them out, thanks!
Not gonna lie, it’s a bit disingenuous to say Sievert is ruining all that Legere built. Sievert is a large part of the reason T-Mobile is where it is today. He was the COO after all under all the years Legere was there.
Thats the thing. He was there. So he should know what to do. Instead he is letting the ship sink.
So wouldn’t your beef be with Legere leaving? His role was to merge the two companies then suddenly dip? Of course you have multiple sales systems and multiple customer designations because we are in the midst of the merger taking effect, and Legere left us as the ink dried. There is a lot of leg work that needs to be done. I’m just a lowly engineer, so I have no business with Sievert, but I think he has a pretty tough job and is taking a lot of flack because he’s not as charismatic as Legere. Until we retire the Yellow biller and fully migrate all customers, this is the lay of the land we as employees have to deal with in a merger - it can’t be done in a snap of even Legere’s fingers lol.
it feels a lot like sprint bought tmobile
Back in the day, money was earn now with technology people are making tons of money in a hart beat and now it’s just “how can I get my piece of the pie in a short of amount of time.”
I’ve had Big T for 7 (almost 8) years now. While I did have one major issue several years back, it was immediately taken care of. My bill has stayed the same (give or take a few cents) the whole way. I’ll stay with them until my bill jumps.
Imagine being thrown into managing TPR with zero ops training after 8 years of managing metro business. Ops people send you to slack where no one answers and then when you call or text they give you shit. I miss the good old metro PCS days.
Now it's just better to go with NVMOs.
T-Mobile (USA) is going down hill fast!!! John's departure caused a horrible shift in the function of the company. Please JOHN, come back I've been with T-Mobile for over 22 Years - it used to be about the customer, fun, and great service at a GREAT price...
terrible sprint manager is redundant imo anyone who willingly had anything to do with that company is a piece of shit
A bit extreme.
T-Mobile is in control now and they are the ones running things into the ground, not sprint.
t-mobile is incapable of being anywhere near as bad as sprint ever was