T-Mobile CEO Sievert cancels customer migration; wasn’t supposed to be a “broad, national thing”،
It’s been a strange year for T-Mobile. As its third quarter report attests, activity remains very solid. But the company also carried out non-carrier actions. The company began charging customers $5 if they wanted to pay their bills at a local store. TMobile store. It also required subscribers saving $5 per month using AutoPay to be linked to a debit card or bank account.
But the final blow was an internal leak TMobile document revealing how the operator was going to take certain subscribers on older packages and migrate them to newer, more expensive packages. TMobile explained this by saying: “We are not increasing the price of any of our packages; we offer you a newer plan with more benefits at a different cost. » TMobile said that “there will be an increase of about $10 per line with the migration.”
At the time, TMobile said subscribers invited to migrate could call TMobileContact the customer service helpline at (1-800-937-8997) and ask to unsubscribe from the move. But as we said, it was unclear whether those who opted out would be permanently spared from having to move to the more expensive plan, or would receive a temporary reprieve. Last week, a report indicated that only 1% of T-Mobile customers would be affected by the migration which was scheduled to begin with affected subscribers’ billing cycle in November.
But this morning, according to CNET, when the company released its strong third-quarter earnings report and held a conference call with media and Wall Street analysts, CEO Mike Sievert said the carrier was canceling the migration. “We tend to do a lot of testing and piloting to try to figure out what the right answer is,” Sievert said. “In this case, we conducted a sales test to try to understand customer interest and acceptance regarding migrating from existing legacy pricing plans to something of greater value, for them and for us.”
A leaked internal memo from T-Mobile revealed its migration plan earlier this month
The executive said the migration was part of a training program and was not intended to be a “widespread, national affair”. He also said that based on feedback, “this particular test sale is not something our customers are going to love.”
Mike Katz, president of marketing for the carrier, said that T Mobile will continue to run more tests. “I would expect to see more testing of this type from us, as this has been a consistent practice throughout the ‘non-carrier’ journey, so we can get it right for our customers’ experience. clients.
We remain very interested in streamlining our existing pricing plans,” CEO Sievert added. “So we will stay there.” However, he said this when T Mobile tries to get customers to switch plans again, it will have to “do something different” than what the carrier planned to do.