Despite being the underdog almost a decade ago, T-Mobile has become quite a powerhouse in the wireless industry over the past few years, adding a record number of subscribers, trouncing the competition. The company is happy, investors are happy, and for the most part, subscribers seem happy with the way things are going.
Of course, in order to reach these heights, things have changed quite a bit, and there have certainly been some moments that have been questionable from a subscriber’s standpoint. While customer problems often receive the most attention, we rarely hear or see reports about what’s happening within the company.
Employees are clearly upset
Naturally, there’s probably a good reason for this, as those speaking out about internal company issues could face some backlash, and it could also potentially be against official policies. However, there are some that are brave enough to shed light on employee frustrations, often spilling onto the T-Mobile subreddit.
If you haven’t visited a physical T-Mobile store lately, the T-Life app is the go-to way for employees to help customers with problems and also process orders. Going all digital is pretty nice if things work smoothly, but according to employees, the experience is anything but. By just browsing through some of the comments in the post, you can see the frustration employees have with the system.
And because this is something that’s mandatory, some are now trying to fight back by demanding customers join the fight by bringing a penny for the transaction (via Phone Arena). Well, at least one employee thinks this is the way to fight, and the way this works is that cash transactions can bypass the use of the T-Life app because it can’t be completed digitally.
Naturally, this is an attempt at a workaround, but it seems like the carrier is already wise to it. And in this Reddit post, the top response states that this method is something that T-Mobile is tracking, and if employees really don’t want to go through T-Life, and want help from customers, they should recommend paying the full amount due in cash.
This probably won’t be all that convenient for most people, so it remains to be seen how much traction it actually gets. While it’s interesting to see these kinds of tactics being used, this doesn’t seem like something that will get T-Mobile to change. It clearly has T-Life earmarked for its new hub for consumers and employees.
While physical locations have seen a decline in traffic over the years, and it looks like online retail is just going to continue to grow, it’s still nice to have a place you can go if you need some help. Have you been to a physical T-Mobile store lately? What was the experience like? Let us know in the comments.
