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> “It is clear that doing everything we are doing and just doing it faster is not enough to deliver on these changing customer expectations going forward,” he s

> “It is clear that doing everything we are doing and just doing it faster is not enough to deliver on these changing customer expectations going forward,” he said in the memo. So getting rid of 5,000 (out of 70,000) employees will help deliver on customer expectations?

toomuchtodo 3y ago
They’re desperate to juice margins. Same reason autopay discount is lost if you don’t switch from credit card to ACH payments.
- defulmere 3y ago
  T-mobile: (data breach noises) Also T-mobile: Give us your bank account info. Yeah, no.
- deleted 3y ago
  [deleted]
elzbardico 3y ago
Well, their customers probably have pretty low expectations from T-mobile.
- toomuchtodo 3y ago
  Customer service is meh but the mobile service is great (even works on the Playa at burning man). I’m paying $150/month for 10 lines, and have been with them for 23 years. Of course, due to their data breaches, my email address with them is an alias and my physical address is my mail processor. Money goes in (I prepay a year at a time with a credit card), mobile service comes out. Prepaid service would mean they collect and retain less data, but you get lower priority on towers. If you need service occasionally where TMO doesn’t provide, I recommend a Visible (Verizon MVNO subsidiary) eSIM.
  - Arrath 3y ago
    My experience with t-mobile service is that it has the worst coverage (western states) out of all the big players. I'll routinely have no signal on my t mobile work phone while my verizon personal phone is just fine.
    - brewdad 3y ago
      Same. Oregon has the worst T-Mobile coverage in the country. Something like half the state has no coverage. That's fine for the uninhabited areas but I will drop coverage between my house and the grocery store and I live in a Portland suburb. My wife's employer gave her a Sprint/T-Mobile phone and it doesn't work when she's in the office.
      - darksaints 3y ago
        With some insider knowledge, I can definitely say that their “coverage” maps, at least in the western US, are complete and utter bullshit. They don’t actually measure coverage for those maps, they just use signal propagation models like longley-rice, with wildly optimistic parameters and extremely low resolution terrain data and almost no built environment data. Now there are people shitting their pants due to a drive-test requirement (literally driving around and measuring signal strength) of a rural data speed commitment that came from the sprint merger. They’ve been telling people for years that there is coverage where there is literally nothing.
        criddell 3y ago
        Comcast was caught lying about their coverage: https://arstechnica.com/tech-policy/2023/02/comcast-gave-false-map-data-to-fcc-and-didnt-admit-it-until-ars-got-involved/ https://arstechnica.com/tech-policy/2023/02/comcast-gave-fal... I wonder if there are similar FCC requirements for cellular companies?
        xp84 3y ago
        Probably, but I suspect like all captured regulators, they'd impose a penalty of a sternly-worded letter and a wag of the finger, and a "firm request" that they stop lying no later than 2033.
indymike 3y ago
> So getting rid of 5,000 (out of 70,000) employees will help deliver on customer expectations? I'm a T-Mobile customer via Sprint acquisition. My experience post merger is that they simple view customers as monthly payments that T-Mobile is entitled to, service delivered, or not. They do not back the equipment they sell, they make it nearly impossible to bring your own phone (if you are on a former Sprint contract), and their people have zero discretion to do the right thing. It's a dystopian hellscape.
- onlyrealcuzzo 3y ago
  This sounds like AT&T and Verizon, too.
  - brewdad 3y ago
    True but T-Mobile's whole spiel is that they are the "uncarrier" completely different than those legacy carriers. Turns out, that might not be true.
    - bombcar 3y ago
      Apparently from other comments, they're the uncarrier because they "uncare" about customers, and they don't actually bother delivering service.
    - pixelatedindex 3y ago
      The uncarrier stopped being a thing as soon as the old CEO, John Legere, left. That was the only time it felt cool. Mike is ruining that legacy, and now has plans that are more expensive than AT&T or Verizon. Only good thing is that their prices are inclusive of taxes and fees.
    - yborg 3y ago
      The "Uncarrier" spiel died even before the shillmaster Legere left the company. Operationally they've always been a disaster, and then they acquired Sprint, whose super power was operational incompetence.
  - 3y ago

toomuchtodo 3y ago

They’re desperate to juice margins. Same reason autopay discount is lost if you don’t switch from credit card to ACH payments.

defulmere 3y ago
T-mobile: (data breach noises) Also T-mobile: Give us your bank account info. Yeah, no.
deleted 3y ago
[deleted]

elzbardico 3y ago

Well, their customers probably have pretty low expectations from T-mobile.

toomuchtodo 3y ago
Customer service is meh but the mobile service is great (even works on the Playa at burning man). I’m paying $150/month for 10 lines, and have been with them for 23 years. Of course, due to their data breaches, my email address with them is an alias and my physical address is my mail processor. Money goes in (I prepay a year at a time with a credit card), mobile service comes out. Prepaid service would mean they collect and retain less data, but you get lower priority on towers. If you need service occasionally where TMO doesn’t provide, I recommend a Visible (Verizon MVNO subsidiary) eSIM.
- Arrath 3y ago
  My experience with t-mobile service is that it has the worst coverage (western states) out of all the big players. I'll routinely have no signal on my t mobile work phone while my verizon personal phone is just fine.
  - brewdad 3y ago
    Same. Oregon has the worst T-Mobile coverage in the country. Something like half the state has no coverage. That's fine for the uninhabited areas but I will drop coverage between my house and the grocery store and I live in a Portland suburb. My wife's employer gave her a Sprint/T-Mobile phone and it doesn't work when she's in the office.
    - darksaints 3y ago
      With some insider knowledge, I can definitely say that their “coverage” maps, at least in the western US, are complete and utter bullshit. They don’t actually measure coverage for those maps, they just use signal propagation models like longley-rice, with wildly optimistic parameters and extremely low resolution terrain data and almost no built environment data. Now there are people shitting their pants due to a drive-test requirement (literally driving around and measuring signal strength) of a rural data speed commitment that came from the sprint merger. They’ve been telling people for years that there is coverage where there is literally nothing.
      - criddell 3y ago
        Comcast was caught lying about their coverage: https://arstechnica.com/tech-policy/2023/02/comcast-gave-false-map-data-to-fcc-and-didnt-admit-it-until-ars-got-involved/ https://arstechnica.com/tech-policy/2023/02/comcast-gave-fal... I wonder if there are similar FCC requirements for cellular companies?
        xp84 3y ago
        Probably, but I suspect like all captured regulators, they'd impose a penalty of a sternly-worded letter and a wag of the finger, and a "firm request" that they stop lying no later than 2033.

indymike 3y ago

> So getting rid of 5,000 (out of 70,000) employees will help deliver on customer expectations? I'm a T-Mobile customer via Sprint acquisition. My experience post merger is that they simple view customers as monthly payments that T-Mobile is entitled to, service delivered, or not. They do not back the equipment they sell, they make it nearly impossible to bring your own phone (if you are on a former Sprint contract), and their people have zero discretion to do the right thing. It's a dystopian hellscape.

onlyrealcuzzo 3y ago
This sounds like AT&T and Verizon, too.
- brewdad 3y ago
  True but T-Mobile's whole spiel is that they are the "uncarrier" completely different than those legacy carriers. Turns out, that might not be true.
  - bombcar 3y ago
    Apparently from other comments, they're the uncarrier because they "uncare" about customers, and they don't actually bother delivering service.
  - pixelatedindex 3y ago
    The uncarrier stopped being a thing as soon as the old CEO, John Legere, left. That was the only time it felt cool. Mike is ruining that legacy, and now has plans that are more expensive than AT&T or Verizon. Only good thing is that their prices are inclusive of taxes and fees.
  - yborg 3y ago
    The "Uncarrier" spiel died even before the shillmaster Legere left the company. Operationally they've always been a disaster, and then they acquired Sprint, whose super power was operational incompetence.
- 3y ago