T-Mobile’s authorized stores operated by Arch Telecom have recently come under scrutiny for reportedly turning away senior customers seeking the carrier’s lower-priced 55+ plan. This plan, which offers two lines at a rate as low as $30 per line, was meant to cater specifically to low-income seniors, but many are being denied access due to profitability concerns raised by store management. Historically, T-Mobile struggled to compete among the major U.S. carriers until John Legere became CEO in 2012.
Legere’s customer-first approach transformed T-Mobile into the Uncarrier, eliminating subsidized phones and two-year contracts. His strategy included innovative perks such as free streaming services, which propelled T-Mobile’s growth and made it the fastest-growing wireless provider in the country. Legere’s departure, however, marked a shift in the company’s emphasis, with current CEO Mike Sievert focusing more on financial metrics at the expense of customer service.
Reports indicate that sales representatives at T-Mobile stores are incentivized to sell add-ons like chargers and insurance, which has led to unethical practices in some locations. Agents have been accused of pushing unnecessary add-ons or misguiding customers to meet sales targets. This behavior has been particularly pronounced in T-Mobile Premium Retailer (TPR) stores, where Arch Telecom employees face intense pressure to prioritize profitability over customer needs.
In a troubling revelation, an Arch Telecom representative shared on Reddit about management’s directive to turn away customers seeking the 55+ plan, expressing frustration at the corporation’s greed. The sentiment reflects a growing disconnect between T-Mobile’s original customer-centric values and its current operational practices. As long as the company’s financial performance remains stable, there appears to be little incentive for management to address these ethical concerns.