T-Mobile rep turns away a customer who needed a new phone

T-Mobile rep had to turn away a customer because his busted phone couldn’t open the T-Life app

T-Mobile reps reportedly have a monthly goal of getting customers to use the T-Life app to handle a vast majority of the tasks that reps would have handled in the past. This is such a serious matter that reps will receive a written reprimand if their customers fail to achieve a monthly goal at the end of the month. We’ve heard that this goal is as high as 80% although the rep who wrote about this incident cites a 60% rate.

T-Mobile’s current president and CEO, Mike Sievert. | Image credit-Unknown

The scariest part of the rep’s post was his final line. He wrote, “It’s not my problem anymore. I’m numb to it, now.”

If you’re wondering why the customer didn’t borrow a phone from another T-Mobile customer inside the store, opening the app from a different device than the primary phone requires the customer enter a One-Time Password (OTP) as part of a two-step verification process. Since that code would be sent to the broken phone, such a workaround would not work. The sad truth was posted by another person who reminded the rep that “Your job isn’t to help customers. It’s to do what the company says.” 

Many T-Mobile customers miss the Un-carrier days when John Legere was CEO

At one time, T-Mobile was lauded for its outstanding customer service. Those were the days when John Legere was CEO, and it was under his leadership that T-Mobile became the Un-Carrier and held Un-carrier events designed to help end customer pain points. These included events like:

We’ve reached out to T-Mobile for a comment on this article. If there is a response, we will update this story.