T-Mobile realizes forcing customers to migrate to more expensive plans was a bad idea after all
Customers love being given a choice, which is something that T-Mobile has come to realize as they have since announced that they will be scrapping a program that would have forced legacy customers to migrate to more expensive plans.
Earlier this month, a leaked internal memo revealed that T-Mobile was looking to force migration upon its customers who were still using its legacy plans to its newer and more expensive options. This was met with a lot of backlash as not all customers needed the features and perks offered by these newer plans and were happy paying for what they were currently using.
T-Mobile’s CEO later claimed that this was only part of a “test” and that the carrier was trying to figure out what would work best for its customers. During the carrier’s quarterly earnings call, the company essentially walked back on it where T-Mobile CEO Mike Sievert was quoted as saying:
“I think we’ve learned that particular test cell isn’t something that our customers are going to love. We had planned it as a test cell, and then we aren’t doing it because I think we’ve got plenty of feedback.”
Had this plan gone through, T-Mobile customers would have been automatically upgraded to the newer plans, but they would also have the option to opt out. One of the problems with this plan is that not all customers may realize they have been upgraded which could have caused some issues. Making it opt-in would have been a better solution, but regardless, it looks like those plans have been scrapped.
Source: The Wall Street Journal