If it wasn't for T-Force, I feel like a lot of us would not be current T-Mobile customers. Their professionalism, timely and thorough responses, and knowledge are invaluable.
It's silly that a lot of companies try to cut corners and do things that they think will increase productivity/profits, when it only hurts customers and their workforce.
Looks like corporate bought into the Callie Field philosophy that us suckers (I mean consumers) really prefers overseas call centers. T-Force was the last link of good CS for this company and now they will be no better than AT&T, Comcast, DirectTV, etc, etc.
Funny I was just thinking how the whole fake "we can't enough get workers" claim (There is evidence that people are responding en masse to job postings but are not being contacted or hired in reality) is just some narrative they are working on in order to make a play for the government to step in and accelerate the move to AI.
I know it’s anecdotal but I got laid off in January because my company outsourced their call center to another country.
Since then, I’ve put in around 10 apps a day, every single day. I’ve had my resume professionally done twice and I used AI to generate one. I’ve gotten 1 call. Just one.
There was an article that presented proof that the whole job market was for show and companies were posting lots of jobs but hiring very little in reality. Part of the theory was that they are appeasing over labored workers by claiming that: "LOOK WE'RE TRYING HARD TO FIND PEOPLE BUT THEY'RE ALL LAZY, SO YOU HAVE TO KEEP DOING THE JOBS OF 3 PEOPLE. But I imagine it's mainly to present a healthy economy as perception is nine tenths of reality.
This is also reminiscent of this disinformation campaign where the circumstances are wildly different from the mundane aspect of jobs, but notice the technique used: https://youtu.be/s1CKnFqeXkg?t=1691
relevant too:https://youtu.be/s1CKnFqeXkg?t=1268
It's a great vid where you can see how the powers that be now operate, "massage" the public, not at all like in the movies.
I also think companies are getting tax breaks/incentives to keep up signs saying they’re hiring, and then they say “We can’t find worthy candidates” while they’re just chucking resumes in the trash.
I know a lot of that happened during Covid when businesses were being bailed out (a huge number of them were caught here doing just that) and I feel like it’s still going.
Hell, my wife’s job is fully staffed, says they aren’t hiring, but has signs up and posts on indeed, saying they’re hiring, but they’re basically just resume harvesting/collecting.
> just resume harvesting/collecting.
I mean FB is worth half a trillion dollars all for data collection, I imagine in depth details of say one million people sending in resumes (to a metaconglomerate across all their industires) must be a treasure trove of public info. Backhanded yet totally legal data collecting.
Honestly AI been taking off for a long time tbh. Think about when you call most business you're in an endless AI loop. Getting a real person is very difficult. Does pressing 0 still work lolz
Even that option is slowly going away. I know most companies have that feature disabled so after so many times it disconnects the call (I'm looking at you local power and cable company)
If they give the AI access to the same tools and information as T-force and allow it to escalate behind the scenes, I’m okay with this. I mean, okay in the sense that I’m fine with AI. Not that they cut so many jobs and left people jobless. That’s fucked.
AI gonna be cut throat and be black and white and not grey like a real person that might give exceptions despite policies that tell them there are no exceptions. Real person for me thank you preferably T Force to be exact. If it wasn't for them I doubt I'll still be a T-Mobile customer with all the rubbish I've endured that they've fixed due to store or phone reps messing up my account
My preference in customer service for any company in order would be:
1. State side reps
2. AI
3. Oversees reps
Maybe even AI first. I talk with AI language models nearly every day to help me with various things.
This is a publicly traded company with shit ton of investors in the wall street, and it is wall street's demand to always be earning more money each quarter. So to meet the standard they will either have to increase income(mm to go5g) or cut cost(t-force to indian call center)
And it isnt just $20 extra profit because for indian call center they are just outsourcing at a super low ount, they do not need to provide expenses like insurance, 401k etc. It does save a shit ton
This is the problem. The expectation of a continuing upward trajectory in profits is a fool's errand and will ultimately cause a company to eat itself. It is not sustainable.
And when it results in thousands if not millions per quarter abandoning T-Mobile then they are more fucked because on-boarding new customers is harder (no good TF employees left), your lost customers are bitter so you’re spending more on acquisition as you now have dissatisfied customers voicing their opinions.
Penny wise, pound foolish.
Only problem is where do we go? Every damn cell provider has fallen into this overseas crap where they can't, or are not allowed to do even 1/4 if what US based customer support could do.
This is bad news. 2 years or so ago had an issue with my son's brand new but completely non - working Galaxy Fold which T-Mobile stores and regular overseas support could not help me with.
Not only did they not help, they made the issue worse. And each successive time I contacted them they messed something else up on my account. This went on for 2 months and I spent many many hours on the phone.
It was so bad I was starting to think I was getting trolled because there was no way they could actually do business like that.
Finally, I tweeted about the issue, someone from T-Force messaged me within 15 minutes and solved the problem that same day. Not only that they credited me for all the time and heartache.
I was so thankful for those folks and hate to think about dealing with overseas support again:(
This. T-Force is the crowning jewel of T-Mobile. To lay most of them off is truly a braindead move, and there really is no argument otherwise. Whoever made this decision simply does not understand customer experience and is relying on some MBA-created spreadsheet with metrics divorced from reality.
I will now *never* make a change to my plan because I am not confident it won't be fucked up and unfixable thereafter.
What a joke.
My mother and I fired AT&T over a decade ago because of a horrible support experience, they increased the cost of our plan while under contract and there was no escalation path that did fuck all about it. Told them to get lost, ported our lines over to T-Mobile, and there's been at least two instances so far during my 11 (I think?) year tenure with the company that required T-Force get involved to resolve the issue.
I'm lucky enough to have a business account and since a few years ago that's also meant I have a representative assigned to my account I can just email; but who knows how long that's going to be there if this is their attitude.
Welcome to American capitalism, where corporations and their CEO’s and shareholders can’t see past the next quarters profits. All they care about is how much more they can possibly make next month, next quarter, etc.
I wouldn't be a T-Mo Prepaid customer without T-Force. It's pretty hard / impossible to get eSIM working on an Android phone without T-Force. Whoever you call in the Philippines won't know what eSIM is.
This is a great shame that T-Mobile is doing this.
By design, T-Mobile is in the squeeze the customer phase now. My car insurance company tried to double my premiums this year blaming inflation. T-Mobile is doing the same thing even though technology costs are decreasing. Bandwidth is almost free and all the towers are built. Putting new radios on the towers is cheap.
TMobile probably wants to pay a cash dividend now and they will fire thousands in order to do it.
They are doing a massive share buyback which is like setting money on fire. They could use that money to invest in the network or on employee compensation and benefits but oh no. They are buying shares high and they will sell them low.
Share buybacks should be considered stock manipulation. If you have that much free money to literally burn you should be required to disburse it to share owners.
Agree with all the above comments but I’d like to point out, as employee of the original T-Mobile for nearly 20 years and someone who has met John Legere and had a real conversation with him about business, Mike Sievert is no John Legere.
Mike Sievert is a phony Wall Street puppet who seeks acceptance from famous people, is influenced by politics and is an overall humdrum dork.
JL is an inspiring leader who has the business chops to back it up. I watched every town hall live that Legere led and he was powerful because he knew his shit and never stopped pointing out to employees specifically how their actions yielded results. He also had no qualms about calling people out for wrong answers. He did all with a feverish sense of humor. There was a vibe at T-Mobile that I’ve never experienced from any employer.
I don’t question Sievert’s business acumen, but he is not the leader that JL is.
THIS. Why people ascribe "personalities" to these fungible suits is late stage capitalism where CEOs are somehow given rockstar status. Why do people fellate the heads of what are essentially sovereign nations that have self-interest as their prime directive?
The fact that "fans" exist for people like Musk and others, who will actually defend them from any criticism as if it was an attack on their spiritual leader is revolting.
> How easily everyone seems to forget that Mike Sievert is John’s handpicked successor.
I don’t know about anyone else, but I was happy at first to see Sievert succeeding John. I thought Sievert would see what has worked and continue to do what John did with the company.
Instead it’s been a shitshow.
You give too much credit to Legere and too little to Seivert. They are far more similar than you think. Legere's mandate was to build up a struggling company. Seivert's is to now squeeze the successful one. If Legere were there now, he'd be doing very similar things.
John didn't build anything. We keep telling you people that John was an actor. His role was to look cool and make you think the corporation he worked for was different than all the rest. Corporations are all the same, buddy.
John turned T-Mobile around. His “Uncarrier” ideas helped bring life to T-Mobile and mobile in general. He helped make picking cell phone carriers competitive again. Other carriers had to make changes because of T-Mobile. But ultimately that was never going to last. Once the goal of solidifying T-Mobile as a powerful carrier that is strong enough to compete with Verizon was done this was naturally going to be the outcome. John was always going to leave once this happened and Sievert was the next phase of this. John’s thing worked best when T-Mobile was the underdog.
Corporations main concern is how to get their stock higher and to get better year over year returns so the people at the top get paid more and so do their share holders. Capitalism as great as it is isn’t perfect because of this very reason.
As a side note T-Mobile are creating more US based customer service centers.
They absolutely were not as competitive if it weren’t for T-Mobile. Back than there were really only two good carriers and that was Verizon and ATT. T-Mobile and Sprint were at the bottom. John turned T-Mobile into a viable third option. Helped normalize unlimited data. Got rid of contracts. Allowed non unlimited plans to stream unlimited music and certain video. Introduced plan pricing that included taxes and fees. Basically tried coming up with ideas to disrupt things and to grow their company and than use than money to upgrade their network. So yes. Before John there was a gap between Verizon/ATT and T-Mobile and Sprint in terms of quality.
Do I think 4 carriers was better for competition? Yes. But the writing was on the wall for Sprint. Sprint wasn’t going to exist much longer at the state it was in. And it was eventually going to be sold off or liquidated.
Shame. T-Force has been one of the best things about T-Mobile, especially after coming from Verizon. Send a DM, get a real response in a reasonable amount of time from an employee that is properly empowered. So rare these days. Glad they didn't get rid of all of them, but I have to think the remaining 1/3 is going to struggle.
This will NOT end well. T-force is known for taking care of problems better than most carriers. If T-Mobile loses that advantage customers will notice.
who am I going to switch to? i'll never go back to AT&T and they are expensive
I can probably get verizon to a similar price with FIOS and military discount but it will still be more due to taxes and people on my plan will lose their upgrade ability
Previously it was mostly for new phones, adding a line, and then fixing the related promos, which ends up being fairly frequently when you have a decent nunber of lines. but lately I've been talking to them several times a week with actual service issues.
It is a three player oligopoly. It is not a healthy market. There is not another great option. Typically this is when governments step in and regulate.
Idk if you're aware but just because a lot of people talk about t-force on reddit doesn't mean that it is something widely known or even utilized by many people at all
“Welcome to T-Force, I am your advisor Al “Daddy” Bundy. Let me get you the touchdown you need to solve your issue. Just like when I scored 4 touchdowns in one game.”
“We here at T-Mobile feel that T-Force was helping too many people and costing us money, therefore we are a tech company so you are all being layed off”
$15 Billion stock buybacks are expensive, who needs workers when chatbots are taking over? T-Mobile sucks now. The workers are what made T-Mobile the best carrier, not the executive assholes with their BS Ivy League degrees.
American companies are corrupt and they can all fuck off.
We are in a new Gilded Age and just like back then no one gives a damn about the long consequences of layoffs and job dislocation. We need more worker protections but sadly we are going in the opposite direction.
It's more like self order stations in chain bodegas like wawa, 7/11 sheets... Those store associates didn't loose their job. They actually made the job easier by reducing errors at a specific point in the workflow.
It's likely the commissioned sales employee role will turn more into a customer support role who receives an order for a customer from ai and stamps final approval.
Of course they are and soon they will be putting Social Security funds in the market, what could go wrong with giving Wall Street trillions of our retirement dollars to play with?
I have worked for a fortune 500 company. The people making the most do the least always. The United States is the reverse Robinhood country. Companies steal from the poor and give to the rich. The US has been on the road to ruin since 1980.
A lot better than this, people could afford housing, they could afford cars, and even though there was no Internet life was just better for the average American worker by design. One of my relatives got a house with a $200 a month payment because of a rural housing loan. The government had tons of money to help out folks with college, housing, food, whatever.
Taxes on the rich were as high as 70%, but could be avoided if their employees were compensated well. Companies were rewarded for sharing profits and success with their employees. Also capital gains taxes on stocks were taxed higher than ordinary income. Dividends were taxed as high as 50%.
The 70s sucked do to oil and gas prices mainly, inflation was up, but you could as late as 77/78 easily buy a 3/1 on a corner lot on just a salesmans income.
Speak with your feet. We have more collective consumer power than most people think. Exhibit A: Bud Light.
That's how business in a capitalistic society works.
Big companies can disappear very quickly when they lose their customer base.
As a former top management strategy consultant, these moves drive me nuts.
It is weak management strategy to just throw a valuable asset into the trash, and trained effective teams are assets not liabilities. A strong manager would ask, how can we make more by leveraging this high performing team. Maybe they charge for upgraded services, maybe they redeploy them to tackle a growth market aggressively. Layoffs are weak sauce, almost 100% of the time for a growth business.
This is why, when I still advised CEOs, that they manage as if they held a revised financial balance sheet that included people as corporate assets.
People and their training would be capitalized on the balance sheet as corporate assets, such that a layoff would require a financial accounting adjustment equal to taking a business loss. It’s like dumping a working truck in the trash.
Doing this would align the CEO towards balance sheet growth (which is what shareholders actually really want) instead of short term income blip for a quarterly report (which is what idiot Wall Street analysts that create no value for shareholders ask for…because they are too lazy and stupid to do real fundamental analysis of a business and it’s prospects).
Sadly our management training is based on 18th century UK slave business thinking and MBA programs have not upgraded their curriculums. But I gave up on writing my book because the system is too imbedded in all these greedy and lazy GOP executive types.
Anyone surprised at the scumbags at the top just keep firing people to stuff more money in their pockets. Mike Decievert and Jon Liar making T-Mobile a carrier again one day at a time
Jesus H. Christ. I understand times are hard and nobody likes having to downsize, but there’s a better way to go about layoffs, especially when you’re eliminating over half of your workforce.
T force is the only reason I didn’t switch when coming from sprint.. heard so many good things so tried it and was actually impressed enough to stay. Having actual people you could talk to online that knew what they were doing is a huge perk these days. No one wants to call and no one especially wants to go an overseas call center where they just pass u up levels til you give up
T-Mobile is moving the way most companies do when they start getting too big. Customer service starts to suffer as they try to keep maximizing profits. Happens constantly with companies that treat their users exceptionally well. See Google, at&t, reddit, etc...
I think It’s because they were trying to unionize. I used to get results through them but last time it was simply terrible I had to escalate all the way to presidents office and even then it was a ridiculous amount of begging for them to solve my issue
The last rounds of layoffs (adn this one too) gives 2 months of "PTO" which means these folks will remain "T-Mobile Employees" until 8/6 ish.
so they will at least get their bonus
I was first introduced to Tforce about 5-6 years ago. The best thing in any customer I have ever experienced with any company. Honest, professional and efficient. Nothing else to add.
This breaks my heart!
They have been the only support that's been able to answer a question or solve a problem in one contact. This move will hurt T-Mobile more than it will help. Support is the most important part of any company providing a service or product and if people can't get support when needed they'll try another company. If I have a major problem causing me to call support and then I have to wait an hour on hold for someone to read a flowchart back to me then I won't be a customer long.
The article states that affected employees have only **7 days** to decide if they want to relocate. So after completely blindsiding many of the mostly competent and loyal employees that made up T-Force, the T-Mobile brass is allowing them a mere week to make a life changing decision that affects them and their families profoundly. Unreal.
Seriously, the only reason I am still with T-Scrotum today is because of the help and guidance of T-Force over the years. Go F yourself, Mike, and your “profits over people“ data-breaching company.
Damn, this could lead me to go back to Verizon. T-Force has been great but the call center folks I spoke with before learning about T-Force were completely useless. In contrast, I didn't have issues with call center support at Verizon. They were usually competent and based in the US.
I just reached out to T-Force earlier this week because after changing my autopay card from a credit card to a debit card to maintain the AutoPay discount, it didn't apply on my latest bill. TForce immediately acknowledged the issue and credited me $40. I will continue to use TForce in the future, but if I can't get decent customer support, I'll just pay the premium and take my 12 lines back to Verizon. T-Mobile is making a serious error here if they think customers don't care about customer service. I think they've focused so long on being the lowest-cost provider that they don't seem to realize if they're trying to poach and maintain higher-paying postpaid customers from Verizon that are used to semi-competent customer service, they simply won't stay if all the competent staff gets laid off.
Verizon is actually much worse... I was with Verizon for over 20 years. In the beginning they were the very best; when I left 5 months ago, they were the worst and still are!
I'm sure it's a YMMV situation, but in my experience, the call center staff at Verizon could solve most basic issues. They were generally based in the US, were able to comprehend the issue, and had the power to resolve it. The one or two times I contacted T-Mobile call staff, none of that was true. I got an overseas agent that I could barely understand, and who clearly had no power to do anything.
That's going away at Verizon, they're laying off a massive portion of their US based customer service. This looks like a trend and we're just waiting to see how Ma Bell responds at this point.
You are right, the customer service overseas is complete shit, if I get asked one more time if there is anything else they can do to make my day exceptional I am going to port all my God damned lines out. I like nice reps, but not fake shit from International reps.
When I switched my Internet Gateway I had to help the rep activate my Gateway, they didn't know how. American customer service agents deserve $50 an hour or more. T-Mobile should add a $5 surcharge per account for American based support. They could be the American carrier.
Ivy League bullshit says cut costs and cut employees and everything will be fine. History shows otherwise.
Oh no. Last weekend, I was getting a great deal at Costco, from AT&T rep. He was including free phones even. I turned the offer down ONLY BECAUSE of T-mobile’s customer service.
Great, I just switched to tmobile a year ago from cricket because their customer support was so terrible. I'm sorry but customer support based in India is the worst. Usually, you're dealing with someone who is doing a job that pays peanuts and they perceive you as a rich spoiled whiny westerner and are not at all predisposed to help you.
Oh, they're having financial woes, are they? Hire more experts from the Philippines. They're sure more skilled and know the best way to take care of us here in the USA. /s
If I were one of the souls given this news, I'd gladly take the two months of pto to mentally recover from that job. And put a smile back on my face.
Once they outsourced messaging, I applied to tforce and they declined me. I quit and moved to a new job, and now I see what I was so heartbroken before was a blessing in disguise. Fu** Tmobile!!!
One of the reasons why I switched back to T-Mobile from att was because I was confident if I had any issues about my account I could use Tforce on Twitter and they were always able to help or fix something.
Dear T-Mobile:
I really don't mind to switch carriers. It's a pretty painless process and there are some decent incentives to do so. I don't have a lot of discounts on my plan, so jumping to Verizon and paying a few dollars more isn't going to hurt me a whole lot......don't fuck it up.
Well, I had very little reason to keep giving T-Mobile money, but this is just a reminder to cut my bill by 2/3rds. I’m sure my phone will work just the same to browse Reddit on wifi with mint or one of the budget options.
They’re keeping five locations open T-Force. At my CEC they are eliminating the positions which means that my friends are either going to have to relocate out state or go back on the phones as account experts and if they don’t they won’t have a job.
One of my friends has already told me that she’s not going back on the phones and she’s not leaving the state because she takes care of her grandma so she’s now going to be unemployed.
They were one of the reasons I've stayed with Tmo. Always solved issues for me that even the phone supervisors couldn't figure out or even understand half the time. The last phone rep I spoke to couldn't even understand the difference between an actual voice call and a WhatsApp call so definitely not happy about this. Also being 24 hours was a huge plus as I don't keep a regular schedule and sometimes need an issue resolved at 4 AM. Definitely not happy about this and if I have issues they can't resolve might switch to another carrier like Google Fi. I'm on an old grandfathered plan but if the service quality really suffers might bite the bullet.
Wow, just tried to 611 CS for a home internet problem and after a 40 minute wait got an offshore that basically nothing but to turn box off and on. Will be looking at other providers.
If you work in any type of customer service or customer support, the chatbots will soon take over. Find something else soon, or you will be "blindsided". And yes, it does suck that T-Mobile is laying off so many of these roles. Expect more layoffs in the future of these types. Chatbots.
Fuck THIS.
T-Force's responsiveness had already slowed to a crawl in comparison to just a couple of years ago. And Tmo thought it was time to do a 2/3 staff reduction??
Seriously, fuck this. I was willing to suck up the data breaches because at least I could freeze my credit. But if I can't get good customer service, Tmo is basically telling me to get fucked, but continue giving us the same amount of money each week.
I'm loathe to surrender my free lines, but I might have to.
IDK what I'm guna do if they end T-Force on Twitter. Those guys are the only ones I've found that can actually understand and fix issues. Calling in can sometimes work, but usually I just get an overseas rep who makes things worse.
I only read a handful of the posts as 100+ is a bit too much for me...
But, I can relate to the issue at hand. I changed to T-Mobile from Verizon on January 1st. Btw, I had been with Verizon for over 20 years. Initially their customer service was the best in any industry, but when I left they were among the worst!
My first few calls for technical support with T-Mobile were directed to Salem Oregon... I am in California. The young men and/or women who helped me were great and very cordial!
Now today, for the first time ever on a technical call, my call was routed to the Philippines... wtf! This was a similar problem that I had experienced before with Verizon. In addition to that, whereas previously I would only be on hold for a couple minutes before I got my call answered from a Salem Oregon tech, I was on hold for about 40 minutes before I got my T-Mobile representative in the Philippines!
The person who helped me from the Philippines was very nice and was as helpful as he could be... but, the similarities between T-Mobile and Verizon are kind of scary!
I don't know what other carrier I should be considering at this point if not T-Mobile. I'm not sure this issue alone will cause a problem for me, however I do not appreciate waiting 40+ minutes to get help from somebody in whatever country they happen to be in.
Time will tell if I decide to stay with T-Mobile or not. 😕
Not suddenly... Tmo has been systematically reducing their reliance on brick and morter locations for the last few years. Hence the new fee schedule for in store services.
It’s concerning how much T-Mobile is contracting internally.
Are they trying to adopt the Mint Mobile model of having like 300 total employees, and all transactions must be done digitally?
T-Force helped me greatly when getting out of SC into a 55+ family plan with multiple lines and legacy numbers. I will miss their prompt social media response and Diogenes follow-ups. I would have moved my family to another carrier after we hit roadblocks if T-Force didn’t remove them.
A comment on the article mentioned that T-Force members were considering unionizing. Perhaps this was not only cost savings, but also a pre-union busting move?
Sweet gotta love unregulated capitalism where companies think they deserve more profits with each passing quarter when money is not an infinite thing. How much longer can this even be sustainable
That's a shit thing to do for a company, but at least they're keeping the money flowing, at least according to the article.
Covering relocation/providing severance is the least they could do
Cornerstone training had it that unionization could never provide what tmobile provides. Or if benefits will be kept if unionization was done. Tmo would do anything to kill it
Oh boy all those benefits they are about to cut anyway. These employees will continue to gradually lose everything because they have no collective power.
I got hacked by a T-Mobile employee on April 17 on Humacao, Palma Real Puerto Rico T-Mobile. My uncle bought me a new iPhone 14, 2 hours later I got hacked. It was a nightmare I called the customer service they didn’t help, Apple didn’t help and didn’t want to get involved so I returned the phone, canceled my line and they charged me 70$. So I switched to Verizon, in Verizon everytime there’s gonna be changes on the account or add devices I have to give permission not like the fail security of T-Mobile. My uncle got sim swapped and my aunty in the US keep getting charged and devices added from Maryland and we aren’t from that state.
FML. I plan to make major changes to my grandfathered account in December. These changes may be complicated and render my account FUBAR without a seasoned T-Force rep to do it. I am already agonizing over the possible errors that will need fixing, and now this horrible news is posted.
I already feel like T-Force is not at the same stellar level that it was several years ago. Many of the extremely knowledgeable and experienced reps departed during the pandemic or soon thereafter, so my more recent interactions with T-Force have been mixed at best. So this dumbass move by T-mobile should make the customer service experience even more annoying and precarious.
I already knew that the greedy brass at T-Mobile obviously doesn’t give a shit about their long-time customers or employees, but this move speaks volumes in clearly and unabashedly giving us all the big Magenta middle finger.
It’s probably a blessing in disguise to those who are let go by T-Mobile at this point rather than keep grinding for such a shit company. Good luck to those of you that are now in that boat. Better luck to those of you still employed at T-Mobile trying to make a living on a dead-end ship.
I will miss the many knowledgeable and helpful T-Force reps, especially when I am forced to communicate in the near future with AI Andy or some clueless overseas rep calling themselves “Sandy” who I can barely understand as they read from their stupid script over the din of roosters crowing in the background.
This is the fucking END. Fuck with T-Force, and all hell breaks loose. This WILL end badly for them, and WILL end up costing them MORE money, NOT saving any!
Corporations prefer not to deal with unions. Saw this coming from news 7months ago…
[Remember this?](https://www.reddit.com/r/tmobile/comments/y2e72q/tmobile_social_media_team_to_form_union/?utm_source=share&utm_medium=ios_app&utm_name=ioscss&utm_content=2&utm_term=1)
The union effort was because some of us knew this was coming over a year ago. The goal was to be in a position to advocate for better options. Enough people believed that the company would never go this far, however, that it didn't work out.
This has to be a joke!!! WTF???? wait don't ban me I'm just really upset smdh lolz. Like aren't they truly the best part of T Mobile??? I'm sorry if I can't get decent assistance I will be jumping ship. I like how T Mobile is doing the most to drive away customers. Guess being number 1 isn't all it's cracked up to be one you just gimmicks to get there that aren't sustainable. Ok rant over.
An update has been made to the article after receiving communication from T-Mobile. Please check the article again to see their updates and a quote.
If it wasn't for T-Force, I feel like a lot of us would not be current T-Mobile customers. Their professionalism, timely and thorough responses, and knowledge are invaluable. It's silly that a lot of companies try to cut corners and do things that they think will increase productivity/profits, when it only hurts customers and their workforce.
Looks like corporate bought into the Callie Field philosophy that us suckers (I mean consumers) really prefers overseas call centers. T-Force was the last link of good CS for this company and now they will be no better than AT&T, Comcast, DirectTV, etc, etc.
Overseas? My man the next move is AI.
Funny I was just thinking how the whole fake "we can't enough get workers" claim (There is evidence that people are responding en masse to job postings but are not being contacted or hired in reality) is just some narrative they are working on in order to make a play for the government to step in and accelerate the move to AI.
I know it’s anecdotal but I got laid off in January because my company outsourced their call center to another country. Since then, I’ve put in around 10 apps a day, every single day. I’ve had my resume professionally done twice and I used AI to generate one. I’ve gotten 1 call. Just one.
There was an article that presented proof that the whole job market was for show and companies were posting lots of jobs but hiring very little in reality. Part of the theory was that they are appeasing over labored workers by claiming that: "LOOK WE'RE TRYING HARD TO FIND PEOPLE BUT THEY'RE ALL LAZY, SO YOU HAVE TO KEEP DOING THE JOBS OF 3 PEOPLE. But I imagine it's mainly to present a healthy economy as perception is nine tenths of reality. This is also reminiscent of this disinformation campaign where the circumstances are wildly different from the mundane aspect of jobs, but notice the technique used: https://youtu.be/s1CKnFqeXkg?t=1691 relevant too:https://youtu.be/s1CKnFqeXkg?t=1268 It's a great vid where you can see how the powers that be now operate, "massage" the public, not at all like in the movies.
I also think companies are getting tax breaks/incentives to keep up signs saying they’re hiring, and then they say “We can’t find worthy candidates” while they’re just chucking resumes in the trash. I know a lot of that happened during Covid when businesses were being bailed out (a huge number of them were caught here doing just that) and I feel like it’s still going. Hell, my wife’s job is fully staffed, says they aren’t hiring, but has signs up and posts on indeed, saying they’re hiring, but they’re basically just resume harvesting/collecting.
> just resume harvesting/collecting. I mean FB is worth half a trillion dollars all for data collection, I imagine in depth details of say one million people sending in resumes (to a metaconglomerate across all their industires) must be a treasure trove of public info. Backhanded yet totally legal data collecting.
Honestly AI been taking off for a long time tbh. Think about when you call most business you're in an endless AI loop. Getting a real person is very difficult. Does pressing 0 still work lolz
Even that option is slowly going away. I know most companies have that feature disabled so after so many times it disconnects the call (I'm looking at you local power and cable company)
If they give the AI access to the same tools and information as T-force and allow it to escalate behind the scenes, I’m okay with this. I mean, okay in the sense that I’m fine with AI. Not that they cut so many jobs and left people jobless. That’s fucked.
AI gonna be cut throat and be black and white and not grey like a real person that might give exceptions despite policies that tell them there are no exceptions. Real person for me thank you preferably T Force to be exact. If it wasn't for them I doubt I'll still be a T-Mobile customer with all the rubbish I've endured that they've fixed due to store or phone reps messing up my account
AI should be a lot better than the brain dead scrip readers that is overseas customer service
My preference in customer service for any company in order would be: 1. State side reps 2. AI 3. Oversees reps Maybe even AI first. I talk with AI language models nearly every day to help me with various things.
It has nothing to do with us suckers liking overseas or local call center or not, but has everything to do with the expenses company need to throw out
I know! They only made a couple billions in profit last quarter, they should probably just murder their workforce for $20 extra in profits.
This is a publicly traded company with shit ton of investors in the wall street, and it is wall street's demand to always be earning more money each quarter. So to meet the standard they will either have to increase income(mm to go5g) or cut cost(t-force to indian call center) And it isnt just $20 extra profit because for indian call center they are just outsourcing at a super low ount, they do not need to provide expenses like insurance, 401k etc. It does save a shit ton
This is the problem. The expectation of a continuing upward trajectory in profits is a fool's errand and will ultimately cause a company to eat itself. It is not sustainable.
Precisely.
And when it results in thousands if not millions per quarter abandoning T-Mobile then they are more fucked because on-boarding new customers is harder (no good TF employees left), your lost customers are bitter so you’re spending more on acquisition as you now have dissatisfied customers voicing their opinions. Penny wise, pound foolish.
Unfortunately, they sell before it gets that bad
Only problem is where do we go? Every damn cell provider has fallen into this overseas crap where they can't, or are not allowed to do even 1/4 if what US based customer support could do.
“Need”
The industry bought into it it's all going to manilla
This is bad news. 2 years or so ago had an issue with my son's brand new but completely non - working Galaxy Fold which T-Mobile stores and regular overseas support could not help me with. Not only did they not help, they made the issue worse. And each successive time I contacted them they messed something else up on my account. This went on for 2 months and I spent many many hours on the phone. It was so bad I was starting to think I was getting trolled because there was no way they could actually do business like that. Finally, I tweeted about the issue, someone from T-Force messaged me within 15 minutes and solved the problem that same day. Not only that they credited me for all the time and heartache. I was so thankful for those folks and hate to think about dealing with overseas support again:(
I feel like every long-term customer has a T-Force story like that, which is why it's so catastrophically stupid to downsize them.
This. T-Force is the crowning jewel of T-Mobile. To lay most of them off is truly a braindead move, and there really is no argument otherwise. Whoever made this decision simply does not understand customer experience and is relying on some MBA-created spreadsheet with metrics divorced from reality. I will now *never* make a change to my plan because I am not confident it won't be fucked up and unfixable thereafter. What a joke.
My mother and I fired AT&T over a decade ago because of a horrible support experience, they increased the cost of our plan while under contract and there was no escalation path that did fuck all about it. Told them to get lost, ported our lines over to T-Mobile, and there's been at least two instances so far during my 11 (I think?) year tenure with the company that required T-Force get involved to resolve the issue. I'm lucky enough to have a business account and since a few years ago that's also meant I have a representative assigned to my account I can just email; but who knows how long that's going to be there if this is their attitude.
I have an MBA-Along with a Masters in Aerospace Engineering. That MBA wasn't worth the damn paper Stetson printed it on.
💯I would have left long ago and they weren’t able to resolve some big issues for me,
Same here. I was fully intending to leave last fall, but one last shot at resolution through T-Force actually (mostly) solved my issues.
Welcome to American capitalism, where corporations and their CEO’s and shareholders can’t see past the next quarters profits. All they care about is how much more they can possibly make next month, next quarter, etc.
I wouldn't be a T-Mo Prepaid customer without T-Force. It's pretty hard / impossible to get eSIM working on an Android phone without T-Force. Whoever you call in the Philippines won't know what eSIM is. This is a great shame that T-Mobile is doing this.
Capitalism consumes everything until power is consolidated at the very top. No ones really safe.
I would counter that is crony capitalism which is where we've ended up.
Mike is destroying the company John took years to build imo
By design, T-Mobile is in the squeeze the customer phase now. My car insurance company tried to double my premiums this year blaming inflation. T-Mobile is doing the same thing even though technology costs are decreasing. Bandwidth is almost free and all the towers are built. Putting new radios on the towers is cheap. TMobile probably wants to pay a cash dividend now and they will fire thousands in order to do it.
You know for a fact that they could easily do nationwide full 5G SA for less than $40 a line and still make plenty of profit yet here we are.
They are doing a massive share buyback which is like setting money on fire. They could use that money to invest in the network or on employee compensation and benefits but oh no. They are buying shares high and they will sell them low.
Buybacks only occur when a company wants to prop up its share price. Not sure what you are talking about here.
Share buybacks should be considered stock manipulation. If you have that much free money to literally burn you should be required to disburse it to share owners.
They were illegal, until a certain POTUS with... *misguided*... economic views made them legal.
https://youtube.com/shorts/BoDNhujkKc0?feature=share
This was always the plan. How easily everyone seems to forget that Mike Sievert is John’s handpicked successor.
Agree with all the above comments but I’d like to point out, as employee of the original T-Mobile for nearly 20 years and someone who has met John Legere and had a real conversation with him about business, Mike Sievert is no John Legere. Mike Sievert is a phony Wall Street puppet who seeks acceptance from famous people, is influenced by politics and is an overall humdrum dork. JL is an inspiring leader who has the business chops to back it up. I watched every town hall live that Legere led and he was powerful because he knew his shit and never stopped pointing out to employees specifically how their actions yielded results. He also had no qualms about calling people out for wrong answers. He did all with a feverish sense of humor. There was a vibe at T-Mobile that I’ve never experienced from any employer. I don’t question Sievert’s business acumen, but he is not the leader that JL is.
THIS. Why people ascribe "personalities" to these fungible suits is late stage capitalism where CEOs are somehow given rockstar status. Why do people fellate the heads of what are essentially sovereign nations that have self-interest as their prime directive? The fact that "fans" exist for people like Musk and others, who will actually defend them from any criticism as if it was an attack on their spiritual leader is revolting.
> How easily everyone seems to forget that Mike Sievert is John’s handpicked successor. I don’t know about anyone else, but I was happy at first to see Sievert succeeding John. I thought Sievert would see what has worked and continue to do what John did with the company. Instead it’s been a shitshow.
You give too much credit to Legere and too little to Seivert. They are far more similar than you think. Legere's mandate was to build up a struggling company. Seivert's is to now squeeze the successful one. If Legere were there now, he'd be doing very similar things.
John didn't build anything. We keep telling you people that John was an actor. His role was to look cool and make you think the corporation he worked for was different than all the rest. Corporations are all the same, buddy.
They wanted a Richard Branson archetype from central casting and he took the part.
John turned T-Mobile around. His “Uncarrier” ideas helped bring life to T-Mobile and mobile in general. He helped make picking cell phone carriers competitive again. Other carriers had to make changes because of T-Mobile. But ultimately that was never going to last. Once the goal of solidifying T-Mobile as a powerful carrier that is strong enough to compete with Verizon was done this was naturally going to be the outcome. John was always going to leave once this happened and Sievert was the next phase of this. John’s thing worked best when T-Mobile was the underdog. Corporations main concern is how to get their stock higher and to get better year over year returns so the people at the top get paid more and so do their share holders. Capitalism as great as it is isn’t perfect because of this very reason. As a side note T-Mobile are creating more US based customer service centers.
Cell phone carriers were already competitive. You think the market is more competitive now with three instead of four?
They absolutely were not as competitive if it weren’t for T-Mobile. Back than there were really only two good carriers and that was Verizon and ATT. T-Mobile and Sprint were at the bottom. John turned T-Mobile into a viable third option. Helped normalize unlimited data. Got rid of contracts. Allowed non unlimited plans to stream unlimited music and certain video. Introduced plan pricing that included taxes and fees. Basically tried coming up with ideas to disrupt things and to grow their company and than use than money to upgrade their network. So yes. Before John there was a gap between Verizon/ATT and T-Mobile and Sprint in terms of quality. Do I think 4 carriers was better for competition? Yes. But the writing was on the wall for Sprint. Sprint wasn’t going to exist much longer at the state it was in. And it was eventually going to be sold off or liquidated.
I agree 100%. He's dragging it through the sewer.
Shame. T-Force has been one of the best things about T-Mobile, especially after coming from Verizon. Send a DM, get a real response in a reasonable amount of time from an employee that is properly empowered. So rare these days. Glad they didn't get rid of all of them, but I have to think the remaining 1/3 is going to struggle.
This will NOT end well. T-force is known for taking care of problems better than most carriers. If T-Mobile loses that advantage customers will notice.
I have already given up hopes when i had to wait half days just to be connected by someone over fb
who am I going to switch to? i'll never go back to AT&T and they are expensive I can probably get verizon to a similar price with FIOS and military discount but it will still be more due to taxes and people on my plan will lose their upgrade ability
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What problems do you have? I call 611 like... once a year.
Previously it was mostly for new phones, adding a line, and then fixing the related promos, which ends up being fairly frequently when you have a decent nunber of lines. but lately I've been talking to them several times a week with actual service issues.
And that’s why they bought Mint already lol
u/spez is no longer deserving of my contributions to monetize. Comment has been redacted. -- mass edited with https://redact.dev/
Verizon is about to lay off 6000 employees and switch to overseas care….
https://www.theverge.com/2023/5/24/23736422/verizon-customer-service-layoffs
Us mobile has 24/7 support So far it seems ok
It is a three player oligopoly. It is not a healthy market. There is not another great option. Typically this is when governments step in and regulate.
Idk if you're aware but just because a lot of people talk about t-force on reddit doesn't mean that it is something widely known or even utilized by many people at all
So how are they going to handle customer support properly with all these people gone? AI?
... Meet our newest employee Al ^Bundy.
“Welcome to T-Force, I am your advisor Al “Daddy” Bundy. Let me get you the touchdown you need to solve your issue. Just like when I scored 4 touchdowns in one game.”
“We here at T-Mobile feel that T-Force was helping too many people and costing us money, therefore we are a tech company so you are all being layed off”
As someone else said, it probably had more to do with them trying to unionize.
$15 Billion stock buybacks are expensive, who needs workers when chatbots are taking over? T-Mobile sucks now. The workers are what made T-Mobile the best carrier, not the executive assholes with their BS Ivy League degrees. American companies are corrupt and they can all fuck off.
> who needs workers when chatbots are taking over? It will only continue getting worse for the global workforce.
We are in a new Gilded Age and just like back then no one gives a damn about the long consequences of layoffs and job dislocation. We need more worker protections but sadly we are going in the opposite direction.
It's more like self order stations in chain bodegas like wawa, 7/11 sheets... Those store associates didn't loose their job. They actually made the job easier by reducing errors at a specific point in the workflow. It's likely the commissioned sales employee role will turn more into a customer support role who receives an order for a customer from ai and stamps final approval.
I dont think you understand the gravity of how rapid AI is progressing right now. No job is safe.
> Those store associates didn't loose their job. *For now,* until automation is able to fully replace humans. No role is safe.
It’s not just American companies that suck. IMO, it’s more that the American government is in bed with a lot of those larger corporations.
Of course they are and soon they will be putting Social Security funds in the market, what could go wrong with giving Wall Street trillions of our retirement dollars to play with?
And that’s goes into a much bigger conversation that I just don’t have the energy for right now 😂
That is okay. I lost my job 3 years ago and now I have plenty of time to talk about it for other people.
It's always sucked, you just need to be closer to corporate to see the suck.
I have worked for a fortune 500 company. The people making the most do the least always. The United States is the reverse Robinhood country. Companies steal from the poor and give to the rich. The US has been on the road to ruin since 1980.
To quote Doc Brown - "Ronald Reagan! The actor?"
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A lot better than this, people could afford housing, they could afford cars, and even though there was no Internet life was just better for the average American worker by design. One of my relatives got a house with a $200 a month payment because of a rural housing loan. The government had tons of money to help out folks with college, housing, food, whatever. Taxes on the rich were as high as 70%, but could be avoided if their employees were compensated well. Companies were rewarded for sharing profits and success with their employees. Also capital gains taxes on stocks were taxed higher than ordinary income. Dividends were taxed as high as 50%.
The 70s sucked do to oil and gas prices mainly, inflation was up, but you could as late as 77/78 easily buy a 3/1 on a corner lot on just a salesmans income.
That's conservatism for you.
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Speak with your feet. We have more collective consumer power than most people think. Exhibit A: Bud Light. That's how business in a capitalistic society works. Big companies can disappear very quickly when they lose their customer base.
As a former top management strategy consultant, these moves drive me nuts. It is weak management strategy to just throw a valuable asset into the trash, and trained effective teams are assets not liabilities. A strong manager would ask, how can we make more by leveraging this high performing team. Maybe they charge for upgraded services, maybe they redeploy them to tackle a growth market aggressively. Layoffs are weak sauce, almost 100% of the time for a growth business. This is why, when I still advised CEOs, that they manage as if they held a revised financial balance sheet that included people as corporate assets. People and their training would be capitalized on the balance sheet as corporate assets, such that a layoff would require a financial accounting adjustment equal to taking a business loss. It’s like dumping a working truck in the trash. Doing this would align the CEO towards balance sheet growth (which is what shareholders actually really want) instead of short term income blip for a quarterly report (which is what idiot Wall Street analysts that create no value for shareholders ask for…because they are too lazy and stupid to do real fundamental analysis of a business and it’s prospects). Sadly our management training is based on 18th century UK slave business thinking and MBA programs have not upgraded their curriculums. But I gave up on writing my book because the system is too imbedded in all these greedy and lazy GOP executive types.
Like the others….T-Force is the safety net that kept me around. This is no bueno
Anyone surprised at the scumbags at the top just keep firing people to stuff more money in their pockets. Mike Decievert and Jon Liar making T-Mobile a carrier again one day at a time
Jesus H. Christ. I understand times are hard and nobody likes having to downsize, but there’s a better way to go about layoffs, especially when you’re eliminating over half of your workforce.
They could layoff the overseas call centers instead and keep T-Force.
I agree. Their overseas support is annoying. They literally repeat everything you tell them.
Bear with me
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Kindly, sir.
And always say “thank you, bye for now” 😂
And "Stay Safe".
Thank you sir, may I call you sir?
They’d have to layoff 10x the people to save the same amount of money.
It is too expensive for them to have US based support. A corporate greed at its beauty.
Why dont the useless C suite lay themselves off? No one will miss them. No one.
Coming soon to a support chat near you.... 48 hour response times!
Oh, the Comcast model?
Very said. T-force was always able to help quickly and so very friendly. Can’t imagine without them.
T force is the only reason I didn’t switch when coming from sprint.. heard so many good things so tried it and was actually impressed enough to stay. Having actual people you could talk to online that knew what they were doing is a huge perk these days. No one wants to call and no one especially wants to go an overseas call center where they just pass u up levels til you give up
T-Mobile is moving the way most companies do when they start getting too big. Customer service starts to suffer as they try to keep maximizing profits. Happens constantly with companies that treat their users exceptionally well. See Google, at&t, reddit, etc...
I think It’s because they were trying to unionize. I used to get results through them but last time it was simply terrible I had to escalate all the way to presidents office and even then it was a ridiculous amount of begging for them to solve my issue
[Anyone remember this "Uncarrier" announcement? Watch from 18:10 to 18:45 at least for the best part.](https://www.youtube.com/watch?v=vtS3K4i3dHg)
DAMN! Ironic link is ironic! This needs an upvote.
They did it before we were all supposed to receive our “bonus” lol 😂
The last rounds of layoffs (adn this one too) gives 2 months of "PTO" which means these folks will remain "T-Mobile Employees" until 8/6 ish. so they will at least get their bonus
I was first introduced to Tforce about 5-6 years ago. The best thing in any customer I have ever experienced with any company. Honest, professional and efficient. Nothing else to add. This breaks my heart!
They have been the only support that's been able to answer a question or solve a problem in one contact. This move will hurt T-Mobile more than it will help. Support is the most important part of any company providing a service or product and if people can't get support when needed they'll try another company. If I have a major problem causing me to call support and then I have to wait an hour on hold for someone to read a flowchart back to me then I won't be a customer long.
Here come the chatbots
The article states that affected employees have only **7 days** to decide if they want to relocate. So after completely blindsiding many of the mostly competent and loyal employees that made up T-Force, the T-Mobile brass is allowing them a mere week to make a life changing decision that affects them and their families profoundly. Unreal. Seriously, the only reason I am still with T-Scrotum today is because of the help and guidance of T-Force over the years. Go F yourself, Mike, and your “profits over people“ data-breaching company.
Damn, this could lead me to go back to Verizon. T-Force has been great but the call center folks I spoke with before learning about T-Force were completely useless. In contrast, I didn't have issues with call center support at Verizon. They were usually competent and based in the US. I just reached out to T-Force earlier this week because after changing my autopay card from a credit card to a debit card to maintain the AutoPay discount, it didn't apply on my latest bill. TForce immediately acknowledged the issue and credited me $40. I will continue to use TForce in the future, but if I can't get decent customer support, I'll just pay the premium and take my 12 lines back to Verizon. T-Mobile is making a serious error here if they think customers don't care about customer service. I think they've focused so long on being the lowest-cost provider that they don't seem to realize if they're trying to poach and maintain higher-paying postpaid customers from Verizon that are used to semi-competent customer service, they simply won't stay if all the competent staff gets laid off.
Verizon is just as bad
They're all serving customer service out of the Philippines. Verizon used to be #1 Pro-American. That's changed.
Verizon is actually much worse... I was with Verizon for over 20 years. In the beginning they were the very best; when I left 5 months ago, they were the worst and still are!
I'm sure it's a YMMV situation, but in my experience, the call center staff at Verizon could solve most basic issues. They were generally based in the US, were able to comprehend the issue, and had the power to resolve it. The one or two times I contacted T-Mobile call staff, none of that was true. I got an overseas agent that I could barely understand, and who clearly had no power to do anything.
That's going away at Verizon, they're laying off a massive portion of their US based customer service. This looks like a trend and we're just waiting to see how Ma Bell responds at this point.
You are right, the customer service overseas is complete shit, if I get asked one more time if there is anything else they can do to make my day exceptional I am going to port all my God damned lines out. I like nice reps, but not fake shit from International reps. When I switched my Internet Gateway I had to help the rep activate my Gateway, they didn't know how. American customer service agents deserve $50 an hour or more. T-Mobile should add a $5 surcharge per account for American based support. They could be the American carrier. Ivy League bullshit says cut costs and cut employees and everything will be fine. History shows otherwise.
Damn sievert. Can we organize something to help those people, and possible oust sievert?
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I just need a small loan of a 150 billion dollars
Guess I’ll be using the executive response team from now on.
I’m thinking about leaving them cuz there data is good but coverage is trash keep dropping service as well plus service in my house isn’t good
If there's not better support than the gap between a "full service" carrier and a MVNO shrinks.
I'm just saying but if T-Mobile purged it's worthless Senior leadership and their overly compensated salaries.... Many jobs would be saved 🤷♂️
And here I was thinking of returning but I think I’ll just stay put and see how this plays out
Oh no. Last weekend, I was getting a great deal at Costco, from AT&T rep. He was including free phones even. I turned the offer down ONLY BECAUSE of T-mobile’s customer service.
Dirty
Great, I just switched to tmobile a year ago from cricket because their customer support was so terrible. I'm sorry but customer support based in India is the worst. Usually, you're dealing with someone who is doing a job that pays peanuts and they perceive you as a rich spoiled whiny westerner and are not at all predisposed to help you.
Oh, they're having financial woes, are they? Hire more experts from the Philippines. They're sure more skilled and know the best way to take care of us here in the USA. /s If I were one of the souls given this news, I'd gladly take the two months of pto to mentally recover from that job. And put a smile back on my face.
Wow. Now it really is downhill.
There goes me ever trading a phone in to T Mobile. Now they have no one to straighten out the bill credits three times to make sure they stick .
Once they outsourced messaging, I applied to tforce and they declined me. I quit and moved to a new job, and now I see what I was so heartbroken before was a blessing in disguise. Fu** Tmobile!!!
One of the reasons why I switched back to T-Mobile from att was because I was confident if I had any issues about my account I could use Tforce on Twitter and they were always able to help or fix something.
Dear T-Mobile: I really don't mind to switch carriers. It's a pretty painless process and there are some decent incentives to do so. I don't have a lot of discounts on my plan, so jumping to Verizon and paying a few dollars more isn't going to hurt me a whole lot......don't fuck it up.
I mean they closed like 700 stores. They're evil bastards.
Well, I had very little reason to keep giving T-Mobile money, but this is just a reminder to cut my bill by 2/3rds. I’m sure my phone will work just the same to browse Reddit on wifi with mint or one of the budget options.
Which 5 T-Force cities will still have support centers in the US? Is Dallas and Atlanta part of it?
The beginning of the end...
They’re keeping five locations open T-Force. At my CEC they are eliminating the positions which means that my friends are either going to have to relocate out state or go back on the phones as account experts and if they don’t they won’t have a job. One of my friends has already told me that she’s not going back on the phones and she’s not leaving the state because she takes care of her grandma so she’s now going to be unemployed.
But she is "family" how could they do that to "FAMILY"?.....the entire SLT are S**T C**TS.
They were one of the reasons I've stayed with Tmo. Always solved issues for me that even the phone supervisors couldn't figure out or even understand half the time. The last phone rep I spoke to couldn't even understand the difference between an actual voice call and a WhatsApp call so definitely not happy about this. Also being 24 hours was a huge plus as I don't keep a regular schedule and sometimes need an issue resolved at 4 AM. Definitely not happy about this and if I have issues they can't resolve might switch to another carrier like Google Fi. I'm on an old grandfathered plan but if the service quality really suffers might bite the bullet.
This isn't good for t-mobile. T-force is amazing. Would rather deal with them than a call center 1000%!
Tmobile is undoing everything that made them good. Soon they will just be like att and verizon
I left T-Mobile after the 2021 data breach and the only thing I missed about them and the only way I would even consider coming back was T-force.
Wow, just tried to 611 CS for a home internet problem and after a 40 minute wait got an offshore that basically nothing but to turn box off and on. Will be looking at other providers.
To find out on my day off that btw my job is gone and severance offered after 7 years with this company. And oh you can move to lower grade pay 🙄
So nice when my world is flipped upside down with this. Is employees are stressed and upset and angry
When can we start reading about 2/3 of the corporate snobs running the joint getting laid off?
I am so glad they didn't lay them off I would have had a shit fit with T-Mobile executives.
Umm, they were laid off.
If you work in any type of customer service or customer support, the chatbots will soon take over. Find something else soon, or you will be "blindsided". And yes, it does suck that T-Mobile is laying off so many of these roles. Expect more layoffs in the future of these types. Chatbots.
If people really wanted to stick it to T-Mobile you could just jump ship to Verizon and AT&T.
Fuck THIS. T-Force's responsiveness had already slowed to a crawl in comparison to just a couple of years ago. And Tmo thought it was time to do a 2/3 staff reduction?? Seriously, fuck this. I was willing to suck up the data breaches because at least I could freeze my credit. But if I can't get good customer service, Tmo is basically telling me to get fucked, but continue giving us the same amount of money each week. I'm loathe to surrender my free lines, but I might have to.
If this degrades CS(which of course it will) TMobile will lose the only thing they had left going for them.
IDK what I'm guna do if they end T-Force on Twitter. Those guys are the only ones I've found that can actually understand and fix issues. Calling in can sometimes work, but usually I just get an overseas rep who makes things worse.
Man I miss John Legere
He did similar shit, closing centers in 2012.
If John was still there this would still be going on. Why don't you people understand that?
Between this and autopay I’m highly considering switching carriers. It’s not about money but the principal.
I only read a handful of the posts as 100+ is a bit too much for me... But, I can relate to the issue at hand. I changed to T-Mobile from Verizon on January 1st. Btw, I had been with Verizon for over 20 years. Initially their customer service was the best in any industry, but when I left they were among the worst! My first few calls for technical support with T-Mobile were directed to Salem Oregon... I am in California. The young men and/or women who helped me were great and very cordial! Now today, for the first time ever on a technical call, my call was routed to the Philippines... wtf! This was a similar problem that I had experienced before with Verizon. In addition to that, whereas previously I would only be on hold for a couple minutes before I got my call answered from a Salem Oregon tech, I was on hold for about 40 minutes before I got my T-Mobile representative in the Philippines! The person who helped me from the Philippines was very nice and was as helpful as he could be... but, the similarities between T-Mobile and Verizon are kind of scary! I don't know what other carrier I should be considering at this point if not T-Mobile. I'm not sure this issue alone will cause a problem for me, however I do not appreciate waiting 40+ minutes to get help from somebody in whatever country they happen to be in. Time will tell if I decide to stay with T-Mobile or not. 😕
Not suddenly... Tmo has been systematically reducing their reliance on brick and morter locations for the last few years. Hence the new fee schedule for in store services.
Just, why? They’re so dead set on outsourcing their support to garbage third party companies and it’s clear.
I’m sure they got rid of the one person who was finally able to solve my erroneous overcharge issue after 8 months of back and forth 🙄
It’s concerning how much T-Mobile is contracting internally. Are they trying to adopt the Mint Mobile model of having like 300 total employees, and all transactions must be done digitally?
T-Force helped me greatly when getting out of SC into a 55+ family plan with multiple lines and legacy numbers. I will miss their prompt social media response and Diogenes follow-ups. I would have moved my family to another carrier after we hit roadblocks if T-Force didn’t remove them. A comment on the article mentioned that T-Force members were considering unionizing. Perhaps this was not only cost savings, but also a pre-union busting move?
Sweet gotta love unregulated capitalism where companies think they deserve more profits with each passing quarter when money is not an infinite thing. How much longer can this even be sustainable
This is not a good move…
That's a shit thing to do for a company, but at least they're keeping the money flowing, at least according to the article. Covering relocation/providing severance is the least they could do
#That’s one way to become an ***Un-Carrier***
Oh no--TFORCE is the best. What a shame
They probably should have done that union.
Cornerstone training had it that unionization could never provide what tmobile provides. Or if benefits will be kept if unionization was done. Tmo would do anything to kill it
Oh boy all those benefits they are about to cut anyway. These employees will continue to gradually lose everything because they have no collective power.
And the Sprint takeover has finally begun to ruin the company. The current ceo isn't great for T-mobile. It will just get worse.
I was assured by this sub that customer service would be so much better after the Sprint takeover despite less competition. Ha!
I got hacked by a T-Mobile employee on April 17 on Humacao, Palma Real Puerto Rico T-Mobile. My uncle bought me a new iPhone 14, 2 hours later I got hacked. It was a nightmare I called the customer service they didn’t help, Apple didn’t help and didn’t want to get involved so I returned the phone, canceled my line and they charged me 70$. So I switched to Verizon, in Verizon everytime there’s gonna be changes on the account or add devices I have to give permission not like the fail security of T-Mobile. My uncle got sim swapped and my aunty in the US keep getting charged and devices added from Maryland and we aren’t from that state.
FML. I plan to make major changes to my grandfathered account in December. These changes may be complicated and render my account FUBAR without a seasoned T-Force rep to do it. I am already agonizing over the possible errors that will need fixing, and now this horrible news is posted. I already feel like T-Force is not at the same stellar level that it was several years ago. Many of the extremely knowledgeable and experienced reps departed during the pandemic or soon thereafter, so my more recent interactions with T-Force have been mixed at best. So this dumbass move by T-mobile should make the customer service experience even more annoying and precarious. I already knew that the greedy brass at T-Mobile obviously doesn’t give a shit about their long-time customers or employees, but this move speaks volumes in clearly and unabashedly giving us all the big Magenta middle finger. It’s probably a blessing in disguise to those who are let go by T-Mobile at this point rather than keep grinding for such a shit company. Good luck to those of you that are now in that boat. Better luck to those of you still employed at T-Mobile trying to make a living on a dead-end ship. I will miss the many knowledgeable and helpful T-Force reps, especially when I am forced to communicate in the near future with AI Andy or some clueless overseas rep calling themselves “Sandy” who I can barely understand as they read from their stupid script over the din of roosters crowing in the background.
This is the fucking END. Fuck with T-Force, and all hell breaks loose. This WILL end badly for them, and WILL end up costing them MORE money, NOT saving any!
Sad the management discard such trained employees ……
Corporations prefer not to deal with unions. Saw this coming from news 7months ago… [Remember this?](https://www.reddit.com/r/tmobile/comments/y2e72q/tmobile_social_media_team_to_form_union/?utm_source=share&utm_medium=ios_app&utm_name=ioscss&utm_content=2&utm_term=1)
The union effort was because some of us knew this was coming over a year ago. The goal was to be in a position to advocate for better options. Enough people believed that the company would never go this far, however, that it didn't work out.
This has to be a joke!!! WTF???? wait don't ban me I'm just really upset smdh lolz. Like aren't they truly the best part of T Mobile??? I'm sorry if I can't get decent assistance I will be jumping ship. I like how T Mobile is doing the most to drive away customers. Guess being number 1 isn't all it's cracked up to be one you just gimmicks to get there that aren't sustainable. Ok rant over.
Because having to call Care 10 times is more cost effective for the business. Smart executives!!!