Discussion - T-Mobile continues to shut more stores and reduce its headcount

I got Tmo prepaid and on the phone Phillipines hasn't been to bad especially compared to ai or the app. Yall really need to understand remember these big 3 have branded prepaid thats better than the subsidiary brands they own higher priority data too over them and mvnos.

I haven't set foot in a retail store in over 10 years. Like what's the point?? I order directly via Samsung and Amazon. Only time I do stop in is if I want something quick. If I need help? I'll just chat via the app.

T-Mobile has done nothing more with this so called transition than PISS off its loyal customers. It’s all a corporate move leaving its valued customers as innocent bystanders with nothing to say .

To think, I moved 5 lines to T-Mobile from Verizon over 6 years ago because of the personal customer service and support that Verizon didn't have anymore. Had 27 of my friends, family, and colleagues change over also within 3 months of me for the same reason, not to mention the other 9 people who switched from AT&T. Now 5 have switched to Consumer Cellular and 13 more have said that they are looking. I would have already, but T-Mobile make it easy to to operate when we are in Germany. If not for that, yes we would have already changed.

Lucky you never having a real problem so you didn't get the chance to find out how useless that chat is.

Forcing people to do something that they aren't comfortable with, isn't a changing of business needs. They're taking away the human part. I don't even like the AI automated system.

Oh no not the heckin diversity hirearinos!

I went to three stores this week for an upgrade and the diversity hires in all three of them lied to me and tried to scam me and told me my plan wasn't eligible for the upgrade promotion, I was and even eligible with a plan lower than mine.

They all lied and tried to get to switch to a higher tier plan.

And they always horde the Tuesdays swag for themselves and their people.

Last year I went into one to have my new sim provisioned and the guy was high out of his gorde on fent that he nodded out about 60 times and drooled all over my phone, the other employees just looked the other way.

I didn't say anything but I seriously hope he got the help he needs, truly sad

I work in the Telco industry at a different provider and I've been pushing for self service options for years and finally the higher ups makes that a priority now. Didn't even cost jobs because agents prefer to handle actual sales vs billing and tech issues.

Agents love sales because that's where bonuses come from plus as a pusher you do not have to deal with real problems and frustrated people.

Self service would be great for most people if it worked except that it doesn't. The AI is a disaster everywhere, not just in the wireless industry. The quality of the customer service is declining and that's not just the above-mentioned t mobile. I switched to att a few weeks ago and while the network is okay, their customer service is minus 15 on the scale 1-10. Yes, self service is great if its properly designed and the provider does not screw up on every step and complex problems have to be solved.