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T-Mobile Customer Service Is Getting as Bad as All the Others :

T-Mobile US Inc.’s merger with Sprint Corp. was supposed to create a supercharged wireless competitor pushing innovations, lowering prices and staying true to its core principle — standing up for customers. Lately it’s been falling down.

Mergers are rarely easy and complications from the pandemic compound the situation. But beyond those challenges, something very off brand is happening at T-Mobile. At a time when industry growth is slowing and price wars are starting to break out, T-Mobile appears to be losing one of its competitive edges: customer service. Their positioning under former chief executive officer John Legere, as the little carrier that cares, helped fuel market share gains over the past six years. Now, those gains are slowing.

Things started to change in the wake of the April 1, 2020, merger. After years of rating “considerably higher” than all its major rivals on customer satisfaction, T-Mobile “slipped from above average to just average,” Consumer Reports said in October. Another survey by American Consumer Satisfaction Index showed T-Mobile fell from best to worst among the three major carriers.

The company that took pride in solving so many customer “pain points” like hidden fees and data overages and routine billing issues, was now becoming just like the competition, transferring customer service calls overseas, putting people on hold and not resolving problems quickly, according to interviews with consumers and complaints posted on social media.