T-Mobile is making a big change to how reps handle lost and broken phones
The dreaded T-Life app, public enemy number one among T-Mobile reps. | Image credit-PhoneArena
Probably the part of this process that will upset the reps most is that they are told to load all of the customer’s personal information on the new device. Then, they have to log in through T-Life on the new phone and make the upgrade through the app. Now you might expect that this is a process that has been tested by T-Mobile under real-life conditions, and it was. But as the rep wrote on Reddit, it was tested for “not a month, not 3 weeks” but for only seven days in one city. And yet, the carrier plans on rolling this out nationwide!
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The T-Mobile rep who wrote this said, “To the customers, we apologize. Our company has lost touch with you guys. To the T-Mobile front line who HAS recently been told if you don’t do this T-Life stuff you will be fired, and AI will replace you now or later, we have to fight this NOW!”
Another T-Mobile rep who works in one of the carrier’s Experience stores (which supposedly focus on educating the customer as opposed to making quick sales) said that these locations received the same memo. This rep typed, “Experience stores got the same message. I feel like this needs to get pushed up the compliance chain.” Another rep working at a corporate-run location said that the store’s Retail Associate Manager just received the memo as well.
One of the responses came from a T-Mobile salesperson who didn’t care whether the company was opening replacement phones before getting paid for them. This person wrote, “If that’s what they want then so be it, not my inventory so idc. Them snatch and grabs about to go crazy.”
T-Mobile reps are upset about the T-Life app taking over their jobs. Perhaps the best comment follows:
Boss: “Interesting idea. Any other proposals?”
Person 2: “Oooh! I have a better idea! Let’s have the customer open the retail packaging of a new phone that they haven’t bought, transfer all the customer’s info to it, install T-life, and have them do the upgrade on that device! Most customers might qualify to actually complete the transaction, too!”
Boss: “Brilliant! Let’s go with that. Here, have some stock options.”
Is this why T-Mobile is making the change?
So how are T-Mobile reps feeling these days about the changes they are asked to make? Well, the title of the original post in the thread ought to give you a good idea. It’s titled, “New bs thing for reps coming soon.”
We have requested a comment from T-Mobile and will update this story if one is received.
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