Despite modest gains T-Mobile USA sheds 77,000 customers in Q1

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t-mobile_logoThe Q1 2010 numbers for T-Mobile USA are in, and they look… well, just okay. Let’s get the bad stuff out of the way first, shall we? T-Mo lost 77,000 customers in Q1 of 2010 — which looks pretty dismal when compared to the 415,000 net gain of Q1 2009 — bringing their total customer base to 33.7 million. There, that wasn’t so hard… like ripping off a Band-Aid. All of T-Mobile’s other vitals seemed to move in the right direction: ARPU is $10.90 up 16% YoY, operating income before depreciation and amortization (OIBDA) rose from $1.38 billion to $1.39 billion YoY, and the OIBDA margin rose 1% from 29% in Q1 ’09 to 30% in Q1 ’10. Net income rose $40 million to $362 million, up from $322 million in the first quarter of 2009. T-Mo also noted that 5.7 million users are now using 3G capable smartphones, compared to just 1.6 million people in Q1 ’09. Here is what the company had to say about their performance:

René Obermann, Chief Executive Officer, Deutsche Telekom, said, “T-Mobile USA achieved a slightly higher margin and strong data ARPU, despite a challenging and highly competitive business environment.  In addition, the strong growth in customers with 3G smartphones, plus expanding the HSPA+ network and pipeline of innovative offerings, positions T-Mobile USA to capture the data opportunity in the United States.”

50 Comments
  • chris

    I’ll get it out of the way for everyone who wants to bitch for the sake of bitching. Network sucks, network sucks, bad phone selection, network sucks, phones suck, network sucks, iphone rules all. I think I covered it. Now let’s see if people can have an intelligent discussion. I doubt it.

    • Chris13

      Actually, the network is ok, phone selection sucks.

      1q 2009 = Only carrier with real Android handsets
      1q 2010 = The carrier with the bottom-of-the-list Android handsets (well, not the very bottom, that would be At&t… but At&t has the iPhone, soo….)

      Android did a lot for T-mo, then T-mo, as usual, couldn’t follow-thru with the momentum they started. This is typical of them.

      • FML

        If the HD2 was Android based they might be able to recover some of this in Q2 but who knows, maybe WinMo 6.5 will make a huge comeback.

        I know a lot of people are leaving Verizon because they’d rather have WinMo 6.5 than an HTC Incredible running android

    • Danny

      I don’t have any problems with their network, in Salt Lake City anyways. However if they don’t get a good high end Android phone when my contract is up in December then they can most certainly count on losing 2 more customers.

  • Chris

    It’s a shame. I think the pricing scheme at T-Mobile is the way the industry should head. But, if they don’t have more of an impact, it won’t put pressure on the other major carriers and they won’t alter their pricing structure.

  • http://impulsemagazine.net Impulse Magazine

    The reason why they have lost this many customers is due to the fact that their customer service is getting bad along with their service. I have been with them for about 4 years and I am about to switch myself

    • Bunifa@SprintPOS

      I was just chatting with tech support, your comment on customer service is totally wrong.
      These small losses are a testament to T-Mobile. Boost Mobile has $50 unlimited, increased heat from the likes of Straight Talk and other Verizon wholesale operators.. so please, spare me.. the customer service isn’t deteriorating into the gutter and neither is “the service”. Increased competition from these prepaid brands is probably the biggest reason for the net loss in customers. They also don’t have high wholesale activity like Verizon and AT&T.

      Sprint still wishes they had a quarter this good.

      • Bunifa@SprintPOS

        MetroPCS also had a strong showing although being a regional carrier with only 1X-RTT and no EV-DO.

      • xman

        You can have your opinion… and so can he and everyone else!! We all experience different interactions with CS. I dropped T-mobile after 6 years now. Customer service was rude and unhelpful after several calls. I thought it was me until my cousin told me she experienced the same thing. You would think after all my years of service they could show some respect. So, I showed them how I felt with my wallet, just like I did to Sprint many years before them. Now, I’ve decided to go contract free! I can switch whenever I want.

      • Chris13

        I always notice that people like you with your stories… don’t actually tell us the story. Not that it matters, you’d twist and slant it to your side anyway.

      • StevenGlansburg

        I’ve been back on T-mobile since January and I have not even had close to the amount of issues I had on At&t or Sprint. Your ascertainment is pretty much right on. Anyone who argues they don’t have a viable high end phone apparently didn’t hear that the HD2 sold out for a while despite running WM.

      • Jlc

        I had the HD2, great hardware but the os was tooo unstable, plus I had at least two dropped calls a day. Now I’m back at verizon and let me tell you the premium is worth every cent.

      • StevenGlansburg

        You are probably right. I just have yet to see a phone that would get me to switch to Verizon. It’s the not the cost that bothers me so much. But if I’m going to pay out the ass I at least want the best phone.

      • UGHHHH!

        Sprint only lost 75k subs you Fucking IDIOT!…..So they actually did better that T-BLOW!

      • UGHHHH!

        Sprint only lost 75k, so why would they wish they’d lost 77k….Please explain that one!

      • Bunifa@SprintPOS

        If you’re talking to me, you should look deeper into the numbers so you don’t sound so stupid. Net sub losses are only one detail of the entire picture.

    • bolthead

      During the first quarter of 2010, T-Mobile USA received the highest ranking in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction Study

    • phantom

      i completely agree with your customer service comment. i was with tmobile for 7 years before leaving them this year. over the last year i was with them i was blatantly lied to on the subject of early cancellation fees and then when i tried to upgrade they had me going between the corporate store and customer care back and forth with both parties telling me different things. after many calls to customer service and quite a few trips to the store nobody could get the story straight so no upgrade. i waited for my contract to come up and left for at&t that day. still haven’t dropped a call or lost 3g coverage.

      • Bunifa@SprintPOS

        Sounds like a whole bunch of nonsense. ETF information is directly on the website in plain text and upgrades over the phone require no correspondence with a store. You’re being vague at best.

      • phantom

        i was told on two occasions, once in store and once over customer care that my etf would be prorated. when i decided that i was going to terminate my contract i was promptly told that my etf was not prorated.

        when i went to upgrade i called customer service and asked when my upgrade date was and they told me jan 2. so i went into the store jan 2 and asked to upgrade they said i couldn’t upgrade – called customer care they said that i could and they would put it on my account that i could, the rep gave me his name and id number for verification. went back to the store and told the guy there what the phone rep said and he said it didn’t matter that i couldn’t upgrade so i left the store called customer care again to tell them what the guy said and ended up talking to a higher up who called the guy at the store and told him that i could upgrade and that everything was approved. when i got back to the store the guy said that he had talked to the customer care rep but there was nothing he could do. so no upgrade.

        so before you ask why and kept leaving and coming back this took a whole day of phone calls and trips to the store while i was out running other errands, it wasn’t over a 30 minute period. also i left out a few more phone calls and the attitude from the guy at the store.

      • Roger A

        Not to be an ass – DONT LEAVE THE STORE TO CALL T-MOBILE! Have the rep call from there and speak to Account Relations and let them know you would like to cancel. See how fast they do an upgrade.

        Reps in store DO NOT LIKE UPGRADES as they make no money off them.

      • Bunifa@SprintPOS

        If you signed your contract in 2008 before the prorated ETF went in effect your ETF will /not/ be prorated. If you obviously weren’t getting anywhere going to the store calling in and doing the upgrade sounds completely feasible.. actually it would be the first thing I would do.

      • phantom

        @Roger A
        i don’t care if reps don’t like upgrades because they don’t make money. this thread is about poor customer service and that line pretty much sums it up. also i had other things that needed to be done that day. i had every intention of going into the store getting my upgrade and being on my way. it was always customer care that got me to go back to the store because they convinced me that it would be no problem.

      • Melli

        Soo what your saying is that you thought that arguing with someone who has a strict upgrade policy made you switch off of t-mobile.. and if you were going to upgrade anyways then why would it matter what the etf was? just a question your full of shyt.

      • msrep@tmobile

        all major cellphone companies have etf fees customer just hear what they want to hear

      • phantom

        i just hear what i was told twice.

      • Bunifa@SprintPOS

        Exactly, you also should’ve simply done the upgrade while you had them on the phone Your experience mirrors what T-Mobile is #1 for (Retail sales experience)..

      • Chris13

        “blatantly lied to” = You misunderstood or didn’t ask all the questions you should have asked.

        So at no point did you go to the Corporate store, tell them how pissed you were and that they needed to speak to a corporate Customer Svc agent on the phone right there in front of you?

        Good customer service does NOT mean they are the smartest a-holes on the planet or that they are supposed to wipe your ass, sometimes if you really want to get what you think you deserve, you have to prod and lead people. I have a hard time believing you went to a corporate store and no one thought to call CS while you were standing there… I find it difficult because the people in the corp stores are calling Corporate all day long for activations and what not. When I got my HD2, they HAD to call and they double checked that the data plan and all that junk was good to go.

      • phantom

        me: hey customer care rep here is all my information when is my contract up and what are my early cancellation fees?

        ccrep: contract is up jan 2. cancellation fees are $200 if you cancel right now, $100 with 6 months or less left $50 with 3 months or less.

        me: great, thanks for your help!

        ——-

        me: (a couple months later having forgot the exact date my contract ends and the price structure for etf) hey in store rep here is all my information when is my contract up and what are my early cancellation fees?

        ccrep: contract is up jan 2. cancellation fees are $200 if you cancel right now, $100 with 6 months or less left $50 with 3 months or less.

        end of october

        me: hi customer care rep, i would like to pay my $50 etf fee and end my contract.

        ccrep: why?

        me: i am interested in x phone

        ccrep: well you know our y phone is pretty much the same as x phone.

        me: i have used both x phone and y phone and i would prefer to have x phone.

        ccrep: okay, well it says here that you have to pay $200 to cancel early.

        me: sucks!

        —–

        as far as help in the corporate store when i tried to upgrade, this was the only time that i had ever been in there where everyone that worked there was not extremely helpful and friendly, but this one time i must have caught a guy on a bad day. he made multiple comments under his breath about how he hates dealing with customer care and just because they say something it doesn’t make it true. it was just a bad experience for me at the end of my contract so i had less guilt about leaving than i think i normally would.

    • Chris13

      Yeah… I had to call support and used the online chat a couple of times in 1Q and had no issues. Always quick to reply, courteous.

      The problem with trying to pin it on customer svc is that we don’t know what you did or said… for all we know, you might actually deserve to be treated like a neanderthal. Those thoughts don’t escape anyone. 8 times out of 10 when people say “they got bad customer service”, about ANY company, what they really are saying is, “I didn’t get what I wanted”

      And then you got those of us who’ve dealt with great service and so we aren’t as convinced either.

  • Jerry Marcus

    They just need to flip the switch and turn themselves off for good. Terrible network!

    • Melli

      Not going to happen… T-mobile is the biggest mobile carrier world wide.

  • mommysays

    Still doing a lot better than Sprint lol (Net Income).

    • bolthead

      T-Mobile should merge with Sprint that way the haters would only have to post their dribble once

      • TakedaShingen

        I would love to see a Sprint/T-Mobile merger. Then I could have an EVO 4G using HSPA+

  • JoshD4

    I really hope tmobile does
    well. their success can mean nothing but good things for the rest of us consumers. now would be a good
    time to buy stock. I predict good
    things in their future

    Posted from BGR Mobile (iPhone).

    • FML

      You can’t buy their stock, they’re owned by deutsche telekom. You can buy DT on the NYSE but you’re also buying their global operations as well…

  • Fernando

    I wonder how it is that during these economic times, both sprint and t-mobile with their pricing do nothing but lose ground to verizon and AT&T.

    • Bunifa@SprintPOS

      AT&T – iPhone, Tracfone, Kindle, Nook

      Verizon – Straight Talk, DROID, Page Plus..

    • Doll

      Marketing and advertising. You can also throw in the fact that people associate higher prices with better quality which is not always the case. I would hop on T-Mobile before I ever jumped on Verizon or AT&T. Especially since they have coverage in my area and actually give a shit about the consumer.

  • Macmar88

    Me and my girlfriend left tmobile not because of the service, their service was better than AT&T on our iPhones minus 3G. But we left beside a family plan was cheaper at AT&T with my BB discount and the customer service at our stores suck. You go in there with a question and the customer service reps basically calls customer service and hands us the phone. So I thunk at least here in canton, oh tmobile needs to step and train customers service reps.

    • Melli

      Store reps are sales reps… NOT customer care… otherwise name tags would state customer care… The reps in the store are trained HIGHLY to sale phones and plans… They dont usually have techs. in store to fix phones. they dont have a computer system where they can check out the most detailed bills ever… AND thats friends why they make customer care… and thier customer care was ranked highest among JD power awards… Sooo store = good SALES reps Phone = good customer care reps.

  • jay

    Imagine if Sprint and T-Mobile did merge?

    Besides Sprint using CDMA and T-Mobile using GSM, Sprint already has acquired Nextel and that was a messy process.

    In addition, with their customer base being around 60-80 million Americans, you could predict that the price wars against Verizon and AT&T would soon fizz since all three major carriers would have similar prices.

    Both Companies, Sprint and T-Mobile cannot stay in the market years from now with the same numbers they’ve been doing for years. Something has to give. Maybe the Evo 4G could help Sprint out. But with carriers focusing on 4G and T-Mobile doesn’t even have 3G totally covered, it spells trouble for their company.

    • Doll

      I can’t see either companies going anywhere anytime soon and why the hell would T-Mobile drop their underdeveloped 3G network (no offense) to work on 4G? T-Mobile is doing exactly what it should be doing. When they get on better ground with 3G is when they should move to 4G.

    • Greg

      Agreed. Well said.

  • mingkee

    It’s a bit surprise that T-Mobile dropped nearly 80k, though financial looks fine.
    For those who say phone selection suck, please look back to 2005-2008.
    Their network is reliable and nobody mentions it.

    • Chris13

      I mention it all the time… T-mo is great for me and has been great since 2005!! only TWICE did I run into issues and that was a> In Europe and b> at Yosemite Nat’l Park in cali.

      I would rather be on a network I like, and find the best phone they have, rather than have a “better” phone on a lesser network. Or, say… I’d rather drive a V6 Camaro on a smooth open highway rather than an Audi R8 on a clogged pothole ridden freeway.

  • Terry

    The metrics are actually quite good despite the small net loss.

    But like any negative PR this will force them to accelerate new HSPA+ hardware rollouts and expansion.

    The reason I keep getting 200 Kbps speeds on my REV A devices with Verizon is because we keep telling Verizon that they are good even when they aren’t.

  • Adam

    I think the main problem with tmobile is coverage, they dont have enough voice coverage , the map has too many dead spots. , they should work on that before any type of 3g, or faster tech.

  • Greg

    The reason I left T-Mobile is because I wasn’t emotionally attached to them. There is some serious marketing that needs to be done to get this back.

    For example, people with T-mobile have a “meh” attitude toward the network, and their phones.

    Verizon wireless customers are rabid about their network, and ATT users are crazy about their Jesus phone.

    Sprint users love the price, and the upcoming 4g.

    T-mobile users are decently happy about the price, but not crazy about it. Their phones are mid-range, their customer service is mid-range.

    Vanilla.

    Bland.

    And as I said… “meh.”

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