After AT&T’s tactless attack on the FCC this morning all but accused them of grossly misjudging the fortunes of T-Mobile, the FCC has fired back with their own brief statement. In a short period of time, T-Mobile has re-emerged as … [read full article]
News that T-Mobile announced the closing of seven separate call centers around the country has sent shockwaves through the Magenta community. As the cloud of AT&T has finally started to pass, once again employees are gripped by fear over job security. While there is an argument to be made that these cuts … [read full article]
There are stories I hate writing and there are stories I REALLY hate writing, this goes beyond either of those as T-Mobile (internally I might add, though it’s bound to become public anyway as employees find out) announces they are closing down 7 of their 24 call centers. In a move that is likely to shore up finances the company will need … [read full article]
We’ve already seen and heard T-Mobile’s plans for 2012, a reinvigorated company with a “Challenger Strategy” ready to take on the world. It starts with a $4 billion network investment and the beginnings of a LTE rollout, and highlights a 1900MHz HSPA+ refarm allowing … [read full article]
In what can only be described as another bit of disappointing news out of JD Powers, T-Mobile has gone from first to last in the overall purchase experience index ratings. The study evaluates the three channels of contact with a wireless carrier: “phone calls with sales representatives; visits to a retail wireless … [read full article]
In what can only be attributed to yesterdays disappointing showing by T-Mobile in the JD Power award category for best wireless customer care, Chief Executive Philip Humm has sent (all T-Mobile) customers a “personal note.” I think it’s clear that this statement is a direct response to the … [read full article]
T-Mobile is on the offensive today, hoping to get word out about their own disappointment on today’s fourth place JD Power wireless customer care awards. While we’ve already got two internal statements covered inside our earlier post, this is the official media statement being circled around courtesy of T-Mobile’s PR team. I appreciate T-Mobile’s recognition of their own … [read full article]
This is one report I’m truly disappointed to write as I feel the mighty have fallen. T-Mobile, once an all-star in the customer service field with enough JD Power awards to fill an entire trophy room, has fallen to fourth place in the most recent JD Power Wireless Customer Care report announced this morning. Don’t get me wrong, [read full article]
T-Mobile’s churn-reducing efforts for 2012 continue with new frontline employee training highlighting “four non-negotiable customer standards.” T-Mobile is looking for frontline employees to cover four basic steps to help make sure a customer leaves the store happy and smiling. The first step is a personal coverage check to determine if the future T-Mobile customer will have a good signal at their home or office. … [read full article]
Starting on January 30th, T-Mobile will “begin offering additional support to customers using an Apple iPhone on our network.” T-Mobile’s added iPhone support will include “common procedures, information about feature and specifications and other basic device questions.” T-Mobile is implementing these changes to support the 1 million plus users on the Magenta … [read full article]
