T-Mobile is going through a serious crisis after a scandal involving its TPR stores, which are managed by external distributors, came to light. These stores, although they do use the operator's name and image, aren't directly under its control, which has allowed questionable business practices to emerge.
In particular, people over 55 years old, a group that benefited from an affordable plan, have been especially harmed. This is a rate that offers two lines for $30 each, designed to lighten the phone bills of older people. However, the situation has worsened considerably due to bad practices in TPR stores, where some of their customers have encountered obstacles to accessing this plan.
Questionable business practices in TPR stores
TPR stores are managed by third parties, but T-Mobile hasn't avoided the negative effects of these practices. Arch Telecom, one of the largest distributors within the TPR network, is at the center of the scandal. According to complaints, salespeople are pressured to avoid offering the plan for people over 55 years old.
This plan isn't profitable for the stores. For this reason, the stores prefer to promote other, more expensive plans. The pressure to meet sales targets has left employees demotivated, as they feel trapped between their obligations and the customers' wishes.
Some Arch employees have revealed that they're required to promote these more expensive plans. Even though older customers are looking for something more affordable. This pressure has created a toxic and demoralizing work environment.
The lack of T-Mobile's intervention worsens the crisis
The most concerning thing is the lack of T-Mobile's intervention in this entire scandal. Even though TPR stores operate under its brand, the operator hasn't taken action. This has triggered great disappointment among users, who feel betrayed by a company they trusted.
With thousands of complaints circulating on social media, T-Mobile faces a reputation crisis. Loyal customers have been harmed by the lack of control in its external stores. Consumers are now wondering whether the company will take action or let these bad practices continue.
Complaints keep growing as customers face difficulties in TPR stores. T-Mobile must make important decisions to avoid a bigger crisis. The situation could put the operator's relationship with millions of users in the United States at risk.