A recent article in Phone Arena (link below) and a reddit post confirms that T-Mobile is still putting undue pressure on dealer stores to include “add-ons” to increase the customer bill and thereby increase T-Mobile’s ARPU.
The reddit poster tells the story of why he’s quit his job because, in part:
1: being forced to put things on people’s accounts… Multiple times I was forced to put p360, trackers, watches, tablets etc etc on people’s accounts without telling them. I was encouraged to do this without them looking to just say “oh it comes with it!”
2: behind closed doors I was constantly told to not care about the customer to fuck the customer to and I won’t repeat this word for word as well I don’t think people wanna hear slurs “step on there necks” yeeeah look I don’t like bitchy customer’s either but I was told to do this to even the nice customers…I don’t think I need to explain why this bugged me
The poster worked for Luna Wireless, who owns 450 T-Mobile Stores.
Yes, dealers – you shouldn’t do this. It’s illegal most likely and most definitely immoral. But I’m sure this pressure is coming from the carrier to increase numbers.
In addition, this isn’t only happening at dealer stores. According to the Phone Arena article:
A customer care rep working at a call center … wrote on reddit that he… was told not to tell customers what the monthly $18 charge for p360 insurance was for. If pressed, he was supposed to tell the customer that it was an EIP (equipment installment plan) charge for a phone being financed. They also told him to lie to customers by not mentioning unused lines so the subscriber wouldn’t ask for the lines to be cancelled.
For a while now, T-Mobile has shifted from the days of the “UnCarrier” to caring only about the stock price. It seems this practice continues.
Phone Arena story
