T-Mobile is located in Bellevue, WA. It is the United States-based operating arm of T-Mobile International AG, providing wireless voice & messaging services and data services. The company operates some of the largest networks in the United States, with a market of over 45 million customers and over $20 billion in revenues every year. Its network reaches 96 percent of all Americans. Also, JD Power and Associates has ranked T-Mobile as being outstanding in customer satisfaction four years consecutively, as well as giving T-Mobile superior marks for customer care for two years in a row. T-Mobile was founded in 1991 and as of 2013 has been traded publicly on the New York stock exchange.
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- Great services and plans
- Phone financing options
- Great customer service
A majority of customers appreciate the simplicity of T-Mobile's services and plans. There are ten up-to-date phones to choose from, and clients can also chose from previously owned phones that are certified. This means that the phone is in perfect working order and will last a long time for a new customer.
T-Mobile has two straight forward and easy-to-use plans that do not involve a contract. The customer can either pay for their services in advance or they can pay as they go. This makes the credit check nightmare of a contract plan obsolete.
There are some credit-based possibilities for covering the price of a new phone. If a
customer cannot afford one of the more expensive phones up front but can pass a credit check, they can pay for the phone in installments. If a customer, under this agreement, decides that they no longer want service through T-Mobile, they are responsible for the remaining balance on the phone.
T-Mobile for the past four years have been the best customer service provider within the cellular industry with JD Power and Associates. They are also recognized for their outstanding care in the customer care category.
T-Mobile is also known for their reasonable prices. Their service, while not a contract phone, offers similar data plans that are more affordable than similar plans with other contract providers. Customers are never charged overage fees because they simply cannot use their data after they have reached their monthly quota.
With most no-contract carriers, there is no unlimited data pricing paradigms in their data plans with the exception of T-Mobile. Also, the unlimited data plan from T-Mobile was significantly cheaper than the 100 GB plans offered through US Cellular and Verizon. Current customers have experienced instances though where T-Mobile has throttled back the speed, but it happens rarely.
T-Mobile also has extensive international service. In fact, they were one of the few wireless providers that included international data and texting at no additional cost, a far cry from many of the contract providers operating in the industry.
Customers can access their account easily, speak with an online customer care representative, or use their text messaging to monitor their monthly service as well.
- Limited phone options
- Phones are expensive
- Equipment installment program
Even with the strong selling points, there are limitations to the T-Mobile service. For example, they do not offer a wide range of phones to their customer base. The phones available from T-Mobile only include a few of the most popular brands. Particularly lacking was the Windows phone. T-Mobile, at this time, only offers one Windows phone. There are no BlackBerry phones. While BlackBerry is no longer a popular phone operating system, some clients prefer it for business email, voice, and data.
Another absent service from T-Mobile is a pricing paradigm that reduced the overall price of the phone. T-Mobile phones are expensive. There are no incentives for T-Mobile customers to purchase a particular phone. It is also hard to add multiple phones to the family plans if you cannot pass a credit check. Other companies had more phones to choose from, especially more lower-end phones. It makes it expensive to get started with T-Mobile.
Something else to point out is the policy regarding the Equipment Installment Program. If a customer chooses to discontinue their service with T-Mobile, they are responsible for the remaining cost of the phone if it was purchased under and Equipment Installment Program. In some ways, this is a force tactic to keep customers on T-Mobile's service without forcing a contract.
Current customers have also expressed a pattern of certain complaints. Some had experiences where they purchased a phone, soon to be discontinued, and it became obsolete after a major manufacturer rolled out a new product. Others have expressed that there is a lack of other wireless services and accessories. With other contract and no-contract providers, customers were often able to find wireless modems for installation on a laptop or computer. With T-Mobile, customers can only use tablets with data capability that can be converted into a hot spot. These maxed out at 11 GB of data per month, and would not easily suit the needs of a customer who got online frequently using their tablet as a hot spot for a laptop computer or other device.