An update from The Mobile Report claims that the situation is actually worse than previously thought, and T-Mobile needs to intervene immediately before further damage is done to its reputation.
The media outlet reported stories of employer misconduct heard from employees of two third-party companies.
Third-party retailers train their staff in shady sales tactics.
Arch Telecom has been criticized for setting unrealistic sales targets and threatening to put jobs at risk if they aren’t met, but a recent exposé about the company has caused it to rethink some of its harmful practices, with one employee claiming that a weekly call designed to teach her how to manipulate promotions was canceled.
The second retailer mentioned in the report is GP Mobile, which operates primarily in the southeastern U.S. What this company does is even scarier than hard-selling tactics that try to get you to buy things you don’t need.
According to the former employee, GP Mobile kept the returned devices instead of shipping them back to T-Mobile, who then repackaged and resold them, possibly selling them as new. Apparently, T-Mobile was aware of the practice but did not object.
The source, who does not work for GP Mobile, said the company may have updated its policies since then, but the report also revealed some lax security practices at the company.
Some T-Mobile stores are secretly adding lines to customers’ accounts, only to cancel them if they’re discovered.
Another common issue with third-party retailers is the large number of chargeback cases that result from stores adding service lines to customers’ accounts without being asked.
T-Mobile has brought this on itself – they don’t want to alienate their customers by letting third-party stores rip them off – they need to do a thorough audit of all third-party stores to make sure they’re following their guidelines.
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