T-Mobile Admits it 'Lost its Way' After AT&T Disaster
Company Promises to Return to Putting Consumers First
Speaking at the Competitive Carriers Association conference in Las Vegas this week, T-Mobile COO Jim Alling acknowledged that the company lost its way after the failed merger with AT&T
, putting investors far ahead of consumers. "Every single customer matters," Alling told attendees. "That is most important thing we have to rekindle," said Alling, adding that "we are on our way."
The company recently took a step in that direction by returning to the investor-hated idea of unlimited smartphone data
plans. Fired T-Mobile employees
were the ones who paid for executive missteps and probably don't find the belated mea culpa worth much.
Meanwhile, the company itself made out ok, receiving a consolation prize of $3 billion in cash, roughly $2 billion in AT&T spectrum and a roaming agreement valued at around $1 billion. That was apparently enough to keep T-Mobile owner Deutsche Telekom interested in remaining in the U.S. mobile market -- for now.
Fail When you put investors ahead of your customer base you fail your investors.
| |dvd536as Mr. Pink as they comePremium
said by FLATLINE:Every publicly traded company does that.
When you put investors ahead of your customer base you fail your investors.
that why suckage and rapage among wireless providers runs rampant.
oxymoron: fair cellphone plan.
Despises any post with strings.
San Diego, CA
·Time Warner Cable
Re: Fail In more and more rural areas, they are adding AWS HSPA+ ONLY coverage. No 2g. For example, in nevada, virginia, md, ohio, indiana, etc. Im talking tiny places. So, in time, it seems to be getting better.
The day the child realizes that all adults are imperfect, he becomes an adolescent; the day he forgives them, he becomes an adult. The day he forgives himself, he becomes wise.
Lost its way the moment the merger wasn't announced I left because I didn't want upgrade my contract and eventually become an ATT customer. They started making changes like a week after it was announced.
| |tiger72SexaT duorPPremium
Saint Louis, MO
Re: Lost its way the moment the merger wasn't announced
said by corinthos:Can you clarify that a bit? I have no idea what you're trying to say here.
I left because I didn't want upgrade my contract and eventually become an ATT customer. They started making changes like a week after it was announced.
IMO, when the merger was announced, everything stalled and customer service went straight to crap. But after the merger was officially dead, they got back on the right track. Almost instantly they started the effort to test on the 1900 band and refarm their network. They changed gears on LTE and decided to begin rolling it out by 2013 (rather than keep upgrading HSPA+ indefinitely). They've aggressively began acquiring and harmonizing spectrum - ATT merger breakup fee, Leap-TMO spectrum swaps, and VZW dealings. They began offering arguably the best smartphone deal in America - 5GB+unlimited texting for $30/mo prepaid. They're rolling out true unlimited data again, and their network's data speeds consistently test better than any other 3g network, and most other 4g networks (2nd to VZW).
Considering almost all of this has happened since the merger was killed, I'd say they lost their way when the merger was announced, and have been working pretty hard to get back on track since then.
"What makes us omniscient? Have we a record of omniscience? ...If we can't persuade nations with comparable values of the merit of our cause, we'd better reexamine our reasoning."
-United States Secretary of Defense (1961-1968) Robert S. McNamara
Re: Lost its way the moment the merger wasn't announced Agreed. I filled out a survey a few months ago and mentioned how their customer service had gone downhill. A rep called me up just recently and offered me a discounted plan (one they were not offering to customers openly) and I got a sweet deal on a new GS3. Paying less per month and have a new phone, can't complain.
Their speeds have also improved lately. Used to only get around 4-8mbps downstream, now seeing 12-20mbps downstream.
They are clearly showing effort in improvement. You can't argue against that.
1900MHz 3G/4G It's a shame. I like T-Mobile. They may not have the coverage the other big 3 have but they're a good company. Good customer service, plans. I never had any issues but then again I mainly stood in my metropolitan area. NYC to be specific.
1900MHz 3G/4G could help them. Their HSPA+ network is not bad at all. Almost close to Verizon's LTE. 8-10Mbps I've seen on friends phones but I heard some get even faster than that. It's a good thing the iPhone 5 is unlocked. Well I know Verizon's is and I hear the AT&T version is easy to unlock.
They just got to refarm their 3G more quicker
| |SeleniaI love DebianPremium
Re: 1900MHz 3G/4G I get 7-12 mbps on AT&T HSPA+ and I don't even remotely live in a metro area. What is all this talk about T-MO HSPA+ somehow being faster?
Re: 1900MHz 3G/4G Just so you know, everyone doesn't get those speeds. I get ~400-500kbps in a metro area on AT&T.
| |SeleniaI love DebianPremium
Re: 1900MHz 3G/4G Interesting article, but if they are calling AT&T HSPA+ 3G, then I really have to call them out. I regularly see speeds above the Max they showed in excess of 10 mbps. I'd say around 9 is my average. My phone is LTE capable but their LTE don't reach me yet. I also don't believe in penalizing a carrier for lack of coverage in a city. The article is supposed to tell the fastest 4G network, which is AT&T, despite their scoring. Coverage is important, but a different topic. Some who never leave the city may only care about who is fastest in their city who may be covered by both. They are welcome to rate coverage, but make it a separate score.
A fool thinks they know everything.
A wise person knows enough to know they couldn't possibly know everything.
There are zealots for every OS, like every religion. They do not represent the majority of users for either.
| || What's a shame?|
It would've been a shame if they'd been borged by the death star TelCom. It's great that they weren't. Now they appear to be taking the money and spectrum they won from "AT&T" failing to take them out and using it to improve and expand their network.
Yes, following the failed borging, TMO's CS took a hit. They lost a ton of customers during the failed attempt on the death star's attempt to eliminate competition. But now they look like they're turning it around.
I do, too. They kind of look like Sprint did back when I signed up with them. They're kind of disruptive. Yes, coverage outside of major metro areas and along major transportation arteries is thin-to-non-existent. But their coverage within those areas appears to be at least as good as Sprint's, if not better. They come out way ahead in data performance in the cities.
I've been researching this a lot, lately. I've been kind of thinking about a smartphone. VZ and "AT&T" are out of the question on cost. Sprint is really no better, their data network currently... well, it sucks, and I've even been experiencing increasingly wonky voice performance, lately.
But T-Mobile... Of the people to whom I've talked that either have or have had TMO, and their friends that have it: Everybody pretty much loves it. And in a recent wireless data performance survey: TMO beat the death star in many regions and came out 2nd over-all.
As for mergers: The only logical suitor is "AT&T," and the U.S. government already shot that down. I doubt that's going to be tried again anytime soon. I cannot imagine VZW being the least bit interested, and they're even less likely than was the death star to prevail. It's a bad fit for Sprint. Sprint is CDMA. T-Mobile is GSM. So who could possibly buy T-Mobile?
I think DT either has to make TMO succeed in the U.S. or shut it down and write it off.
I would like to see T-Mobile succeed, not least in part because they may soon be my wireless carrier.
They're trying hard to drive what's left into the ground They went from having world-class customer service to farming it out (AGAIN!) to worthless non-English-speaking script-readers. They stupidly fired, I believe, all of the US based CSRs.
Until they restore CS to what it had been, Jim Alling is just another smoke-blowing, FOS, over-paid, under-useful corporate shill.
Re: They're trying hard to drive what's left into the ground TMO-USA's tech support is mostly outsourced anyway. The call centers are US Based with one of them being in Lorain Ohio.
Bon Aqua, TN
must Must have a yeng and yang when it comes to business. Profit yes, raping customers and having them defect, no..
Boynton Beach, FL
Nope... I was with T-Mobile for many years, but the article is wrong; T-Mobile lost their way far before the AT&T merger agreement - hence why it even came about in the first place.
They lost their way because They were simply to greedy and ready to run with that money from AT&T, without even batting an eye!
Of course every single customer matters now that they have to deal with them again!!
I've had both TMO and Verizon previously, and TMO was 10 times better than Verizon here. Verizon totally sucked green donkey d**k!!
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