Considered the value champion of the US wireless industry for as long as this writer can remember, T-Mobile has turned a page after its acquisition of Sprint, rapidly ramping up its subscriber numbers to surpass AT&T, while gain an early lead in 5G… but also lower the bar in terms of both customer service and service rates.
The last such change
likely to cause some controversy among T-Mo loyalists, will add $5 to the $30 currently charged for “Assisted Support” and “Upgrade Support” services beginning June 2.
This has consequences (or rather: can impact) both existing and future T-Mobile subscribers, all of whom will have to cough up $35 instead of $30 for help with new account activations, new service lines, and phone upgrades.
We’re clearly talking about a one-time fee here (for each of those promotions), but while $5 is by no means a small fortune, the folks at The T-Mo Report
have some very disturbing historical data to share about these charges.
Believe it or not, the two fees jumped from $25 to $30 a little over a year ago… having already jumped from $20 to $25 earlier that same year. That equates to a 75 percent increase (!!!) in less than 18 months for two services that are likely to be used quite a lot, presumably some nice extra revenue for T-Mobile at a time when Verizon and AT&T has been criticized for increasing their prices more transparently.
Fortunately, there is a way to evade the Assisted Support Charge and Upgrade Support Charge, as activations and upgrades made in the official T-Mobile app and online at MyT-Mobile.com are considered “unassisted” and not subject to these fees.
In other words, Magenta is essentially pushing more customers online, probably with the aim of taking some of the pressure off its “concierge-esque, award-winning” customer service.