Customer service was a major focus for T-Mobile during the John Legere era
Bloomberg points out that the annoying things that T-Mobile’s rivals did to garner low customer service scores are things that T-Mobile is doing itself according to interviews that Bloomberg had with consumers and from reading social media posts. Callers were placed on long holds and when their calls were picked up, the voice on the other end was speaking from a call center out of the country.
Even though T-Mobile still topped the latest J.D. Power wireless phone survey with a score of 819, that tally was down 33 points from their tally from last year and its decline was the largest among the three major U.S. carriers.
In March, T-Mobile promoted Callie Field to the job of chief customer experience officer. Field blames the Sprint acquisition and the pandemic for the breakdown in customer service. Talking about the pandemic she said, “It had a bigger impact than I anticipated. We lost a lot of our staff.” J.D. Power’s Ian Greenblatt, managing director of technology, media, and telecommunications, said, “T-Mobile might be the victim of its own successful marketing, of setting a tremendously high expectation.”
Former T-Mobile rep says that the company’s focus moved from customers to money after the Sprint merger closed”
The rise and fall of T-Mobile’s customer service is summed up by Diana Cordoba, a former salesperson who worked for the carrier in Orlando, Florida. She mentions how Legere’s “Un-carrier” branding would get reps in the store excited. Working at the store was so much fun, she says, that some of her friends joined her at that location. But along came the Sprint deal and Cordoba says, “They stopped putting their customers and employees first and started caring only about money like every other corporation.”
Legere’s successor, Mike Sievert, told Bloomberg in an email, “We are delivering the best service in this industry by any objective measure. The combination with Sprint isn’t hurting the elements that made the company stand out before. Our culture is a big part of what differentiates us and it’s thriving and growing through a merger and a pandemic.”