T-Mobile may have been forcing customers to buy accessories. A new report, relying on anonymous testimonies from alleged present and former T-Mobile employees, claims the telecom service provider is employing unethical methods to boost revenue.
T-Mobile accused of forgetting its “Customer First” policy
T-Mobile has been growing exponentially, primarily by acquiring other telecom companies and home broadband service providers. However, T-Mobile rose through the ranks mainly because of its customer service and aggressively priced plans.
Today, T-Mobile is the second-largest wireless communication company, trailing behind only Verizon. The company’s significant growth spurt happened when it was led by CEO John Legere.
T-Mobile customers filed a class action lawsuit against the wireless carrier for forcing them to move to a more expensive phone plan.https://t.co/4ItCUt1pNa
— TmoNews (@TmoNews) July 23, 2024
T-Mobile is now under Mike Sievert, who had been Legere’s right-hand man. A report, published by PhoneArena, claims the new management is focusing primarily on stakeholders and not its customers.
Specifically speaking, T-Mobile is allegedly employing questionable tactics to increase revenue from each of its “Experience” stores and service representatives. The report accuses T-Mobile of abandoning customer-first practices and shifting to pushing add-on services and products.
Is T-Mobile forcing customers to buy accessories?
It is an open secret that businesses routinely push their sales representatives to push more products and services to customers. There are multiple commission schedules and incentive tiers. Fancy jargon aside, these tactics indirectly force a sales representative to not only sell a new product but also pile on additional items.
In T-Mobile’s case, the company’s Experience Store as well as its CARE team are allegedly forcing customers to buy accessories. These could include insurance, cases, and accessories with every new device or connection.
What is even more concerning is that T-Mobile Mobile Experts could be in trouble if they ring up multiple upgrades without accessories. This is because T-Mobile has a “team concept to getting paid at these stores.” In simple terms, if a sales representative doesn’t push add-ons, all the Mobile Experts’ monthly payments suffer collectively.
Such tactics could be translating into instilling fear in representatives. Some Reddit posts suggest representatives avoid offering their help to customers because they are under pressure to sell them unnecessary and expensive upgrades and unnecessary accessories.
A recent report claimed some of T-Mobile’s partner stores were repackaging returned devices and selling them as new. The same report also mentioned similar aggressive sales tactics.