An internal document allegedly obtained from T-Mobile says the iPhone offers a “poor” customer experience on T-Mobile’s network. While it’s arguable that is a true statement since current iPhone models don’t support T-Mobile’s 1700MHz and 2100MHz 3G/4G bands and can only run on a second-generation EDGE network, there are now well over a million T-Mobile customers currently using unlocked iPhones on its network. The internal document instead asks customer service representatives to suggest customers buy T-Mobile’s 4G HSPA+ Android devices instead. We certainly understand where T-Mobile is coming from; obviously it wants to be able to control its customers’ experiences on its network. Plus, EDGE is far slower than the carrier’s HSPA+ network. As TMoNews points out, it’s more probable that customers find their data experience “limited” but not “poor,” given that some customers may argue that the iPhone itself offers a better hardware and software experience than several of T-Mobile’s 4G phones. More →
Early last month we reported on a policy change at T-Mobile that we weren’t exactly happy with. In a nutshell, T-Mobile decided it would force its subscribers to enroll in paperless billing lest they wish to pay an additional fee for hard copies each month. While the move was somewhat admirable on an environmental level, we were far more concerned with the ramifications this new policy would have on those without the aptitude, or financial means or equipment necessary to make use of online billing (yes, there are many people who do not own a computer). We were pretty firm with our stance and it looks like we weren’t the only ones — T-Mobile announced today that it is reversing its decision on the matter:
Since the announcement we’ve heard everything from kudos to concerns about the move to paperless – especially from our customers who today are receiving paper bills at no charge.
So, we’ve decided to not charge our customers a paper bill fee for now. Instead, we’ll be taking more time to determine the fairest way possible to encourage people to go paperless.
Kudos, T-Mobile. As we said in our last post; if you want to encourage customers to go paperless, offer them an incentive to do so. There are a variety of reasons why a customer might choose to stick with paper billing and many of them are extremely valid. To penalize these customers with a fee is just plain wrong.
As fully immersed in technology as younger generations in the US are these days, we sometimes forget that there are still generations and demographics in this country who simply haven’t latched on to tech the way we have. The spunky bunch above who have gathered around a laptop to check out BGR simply aren’t representative of older generations and let us not forget the countless people in this country who cannot afford computers. The simple truth is that there are a magnitude of reasons why someone might not own, use or even know how to use a computer. Apparently however, T-Mobile thinks its poor and elderly postpaid subscribers should be penalized for being unwilling or unable to embrace a digital lifestyle.