Even the simplest of tasks, like adding a new line, are now taking a lot longer to do. Many times, the employees have to explain to the customer that they absolutely need to use the app, which infuriates said customer because they’re there for a specialist’s help. Instead, they are then forced to solve their problems themselves.
This even leads to instances where the representative has to use the customer’s phone themselves to get things done, while the user just stares awkwardly. It’s no surprise, then, that people were walking out of T-Mobile stores in protest when this all initially began.
Unfortunately, according to multiple T-Mobile employees who reached out to us this past week, it seems that this is all by design. T-Mobile’s future is grim, as employees claim that the company is doing all of this because it’s trying to get them all to quit out of frustration.
Apparently, this is because the carrier wants to start closing down its physical stores en masse, converting some of them into “Experience Stores” instead. Ordering a new device or line will have to be done via T-Life by a customer themselves.
I don’t think that I need to illustrate just how damaging this can be to T-Mobile’s image. Many people are already saying that the un-carrier is dead, and that the new direction that it’s been taking will pivot more people towards AT&T, Verizon, or MVNOs.
If the company keeps going down this path, I believe that we’ll be seeing a not so insignificant number of people deciding that they’ve had enough, and moving on to greener pastures.
“Iconic Phones” is coming this Fall!
Good news everyone! Over the past year we’ve been working on an exciting passion project of ours and we’re thrilled to announce it will be ready to release in just a few short months.
