T-Mobile held a press conference today announcing a new "Team of Experts" service, which is the company's next "Un-carrier" move that's taking aim at the poor customer service performance of rivals like AT&T, Comcast, and Verizon. During the hour-long conference, T-Mobile CEO John Legere and EVP of Customer Care Callie Field explained that customer service is "the biggest pain point" in the telecom industry today.

Team of Experts aims to nullify that customer frustration by introducing a tight-knit team that is dedicated solely to each individual user, and others in their city, with no robots or automated phone menus to navigate around. The company hopes to make Team of Experts feel more personal than traditional customer service, and even allows you to see a photo of your team in the T-Mobile iOS app.

iphone x t mobile When you call or message T-Mobile, the company will put you straight through to a member of your team. If you open an issue and have to contact T-Mobile again, the same team will still be covering the matter, making it easy to keep track of ongoing service requests and fixes.

“Team of Experts isn’t just better customer service. It’s an entirely new way of thinking about customers … one that puts your happiness at the center of everything we do,” said Callie Field, EVP of Customer Care at T-Mobile. “Some brands attempt to give high-dollar customers the kind of treatment we give everyone with Team of Experts. Because at T-Mobile, we think just being our customer makes you a rock star. Team of Experts is ‘one percenter’ treatment for the rest of us!”

Team of Experts will be available 24/7, and you can schedule calls to let the team know when you're available. In the future, T-Mobile will also support Alexa and Google Assistant prompts that can set up Team of Experts calls.


Notably, the new customer service feature is also launching with asynchronous messaging for all T-Mobile customers in both the T-Mobile app and in Apple's Messages app thanks to Business Chat. This means you can easily launch Messages on iPhone, iPad, or Mac, text your Team of Experts with an issue, and let them get to work on it, all without having to call.

Team of Experts is live beginning today for T-Mobile postpaid customers as a free addition to their accounts. The company says that the best way to reach the team via phone call is to dial 611 from a T-Mobile phone.

The company also had a few music-related announcements, including the reveal that T-Mobile customers will get a free subscription to Pandora Plus for an entire year. Users will be able to get a code to unlock their free Pandora Plus subscription in the T-Mobile Tuesdays iOS and Android app on August 28.

T-Mobile is also partnering with Live Nation so that T-Mobile customers can get last-minute reserved tickets to sold out shows "at first day prices." On LiveNation.com, users will be able to look for a T-Mobile Reserved Seats icon starting 30 days before select shows, confirm their T-Mobile account, and get access to the event. Discounted tickets will also be available starting August 21 in the T-Mobile Tuesdays app for concerts including Charlie Puth, Wiz Khalifa, and more.

There was no mention of T-Mobile's upcoming OTT streaming television service during today's press conference, which is supposed to launch in 2018.

Top Rated Comments

macduke Avatar
35 months ago
I joined T-Mobile last year and I remember when I was having some issues after moving over that I was bounced around through a bunch of Indian call centers with people I could barely understand. Eventually this lady calls me and she was higher up and as nice as could be. She solved all of my issues and was based in the U.S. She apologized profusely and said that they're beginning a transition away from using overseas customer service. She mentioned they are building a bunch of teams in the U.S. to handle customer issues and that the customer experience should improve dramatically over the next year as they are overhauling the entire way that they do things.

I was really impressed with the way she fixed everything, refunding some money, and sent some free equipment to help with reception in our basement on my wife's iPhone SE—but I also wondered if her statements about improvements were just some B.S. to make me feel better. However, I remember her being fairly specific and honest with me about their then-current shortcomings. I wonder if she was referring to the beginnings of this program? If so I'm glad I stuck around. The coverage has been improving as well and the speeds are pretty good and the price is the best part. I think T-Mobile is well on it's way to becoming the #1 carrier in the U.S. and I think they deserve every bit of their success for improving the customer experience from top to bottom. They're not perfect but the improvements have been enormous and I don't see it slowing down anytime soon.
Score: 6 Votes (Like | Disagree)
smithrh Avatar
35 months ago
Don't understand why they needed a whole press conference to announce this. A press release and video from Legere would've been enough.
Clearly, you're not in the press if you have to ask this question.

Since you're not in the press, a press conference isn't aimed at you. It's a conference for.... wait for it... the press.
Score: 2 Votes (Like | Disagree)
matthew12 Avatar
35 months ago
Don't understand why they needed a whole press conference to announce this. A press release and video from Legere would've been enough. Now where's that TV service?
Score: 2 Votes (Like | Disagree)
Fiestaman Avatar
35 months ago
I've had my own Team of Experts for well over a year already. They had been telling me it would roll out to everyone for quite some time and it finally has. For those with T-Mobile, you're going to love it. Knowing that you're going to get the same team of people when you call is great. I have yet to have a single one of them that isn't extremely helpful and friendly. The real benefit, though, is that since it's the same group of about 30 people, they can actually talk to each other and ask for clarification on previous interactions. It's been a huge boon for their customer service. I've been extremely happy with it as they always will go the extra mile and the reps I've spoke with say that they love it, because they don't have to try and figure out what a previous rep did and aren't getting shifted around all the time. I have a feeling it will be extremely successful and other companies will soon follow suit like the other initiatives. T-Mobile is definitely shaking things up and I can't wait to see their 5G network once it's online.

She mentioned they are building a bunch of teams in the U.S. to handle customer issues and that the customer experience should improve dramatically over the next year as they are overhauling the entire way that they do things.

I was really impressed with the way she fixed everything, refunding some money, and sent some free equipment to help with reception in our basement on my wife's iPhone SE—but I also wondered if her statements about improvements were just some B.S. to make me feel better. However, I remember her being fairly specific and honest with me about their then-current shortcomings. I wonder if she was referring to the beginnings of this program? If so I'm glad I stuck around. The coverage has been improving as well and the speeds are pretty good and the price is the best part. I think T-Mobile is well on it's way to becoming the #1 carrier in the U.S. and I think they deserve every bit of their success for improving the customer experience from top to bottom. They're not perfect but the improvements have been enormous and I don't see it slowing down anytime soon.
Seconded. And yes, that must have been the beginnings. Hang tight, it really is several magnitudes of improvement over the old system where you have no idea who you're going to talk to or whether they'll help you or not.
Score: 1 Votes (Like | Disagree)

Top Stories

Top Stories 57 Feature

Top Stories: Apple Event Next Tuesday, Mini-LED iPad Pro, iPhone Rumors

Saturday April 17, 2021 6:00 am PDT by
It feels like we've been waiting forever for new Apple products, but the wait is almost over as Apple has announced a media event for next Tuesday, so make sure to tune into MacRumors for full coverage of everything Apple announces. While that was the big news this week, we also got some new details on Apple's iPhone plans for 2022 and 2023 courtesy of analyst Ming-Chi Kuo, and we also saw...
flat imac 3d 3 teal

Reliable Leaker Hints Redesigned Colorful iMac to Debut at 'Spring Loaded' Event

Saturday April 17, 2021 4:43 am PDT by
Reliable leaker known as l0vetodream has hinted that Apple may debut its rumored redesigned and colorful iMac at its "Spring Loaded" event on Tuesday, April 20. In a tweet, the leaker posted an image of Apple's logo used for marketing the upcoming event and an image of the retro rainbow Apple logo alongside the colorful lineup of G3 iMacs. Apple leaker Jon Prosser previously reported that...
duan rui iphone 12 13 notch

New Images Show Smaller iPhone 13 Notch Compared to iPhone 12

Saturday April 17, 2021 11:38 pm PDT by
Leaker known as "DuanRui" has shared more images that could give us our best look yet at Apple's redesigned notch for the iPhone 13. The new pictures follow similar images shared by the leaker last week, but the latest shots include a comparison with the existing iPhone 12 notch. DuanRui posted three images on Twitter that apparently originate from Weibo, although source details remain...
iPad Pro Feature Orange

Wedbush Analysts Say 'Spring Loaded' Event Will Debut New iPads With 'Modest Price Increase,' Along With 'a Few Surprises'

Monday April 19, 2021 6:37 am PDT by
Apple is planning to launch a new entry-level iPad, iPad mini, and iPad Pro at its "Spring Loaded" event tomorrow, along with "a few surprises," according to Wedbush analysts. In a new note to investors, seen by MacRumors, Wedbush analysts Daniel Ives and Strecker Backe explained that the iPad will be the main focus of Apple's "Spring Loaded" event, with new entry-level iPad, iPad mini, and ...
important battery message iphone 11

Some iPhone 11 Users Seeing Increased Battery Health Percentages After iOS 14.5 Recalibration Process

Friday April 16, 2021 6:32 am PDT by
In the sixth beta of iOS 14.5, Apple introduced a recalibration process for the battery health reporting system on the iPhone 11, iPhone 11 Pro, and iPhone 11 Pro Max to address inaccurate battery health estimates for some users. Apple said this process might take a few weeks to be completed, and now that two weeks have passed since the sixth beta of iOS 14.5 was released, some users are...
third gen Apple pencil leaked video

Video of Alleged Third-Generation Apple Pencil Leaks Ahead of Apple Event

Friday April 16, 2021 6:13 am PDT by
A video purporting to be of the third-generation Apple Pencil has today been shared online, showing a glossy finish that mirrors previous leaks. New ✏️ ready to 🚢 #AppleEvent @TommyBo50387266 pic.twitter.com/s4RCDwDi5M— 漢尼斯·拉斯納 🇨🇳 (@ileakeer) April 16, 2021 The brief video from Twitter account @ileakeer, spotted by 9to5Mac, shows an Apple Pencil with a glossy finish much like the...
iPad Pro

New 12.9-Inch iPad Pro Will Be 0.5mm Thicker to Accommodate Mini-LED Display

Monday April 19, 2021 11:30 am PDT by
The upcoming 12.9-inch iPad Pro will be thicker than the previous-generation version, likely due to the inclusion of the mini-LED display. We've heard several rumors about the change in thickness, and now leaked design images have confirmed it. A source that designs accessories for Apple devices sent MacRumors a series of photos that feature exact dimensions for the new iPad Pro models, and...
parler app

Apple Approves Parler to Return to App Store

Monday April 19, 2021 7:51 am PDT by
Following the removal of the app in January, Apple will now allow the social media app Parler to return to the App Store following changes to how the social media network moderates content, CNN reports. On April 14, in a letter to Sen. Mike Lee and Rep. Ken Buck obtained by CNN, Apple said that the app has improved the way it moderates content, and says those changes are "sufficient" for it...
iphone 12 120hz thumbnail feature

LTPO Displays Supporting 120Hz Refresh Rates Again Rumored for iPhone 13 Pro Models

Friday April 16, 2021 10:01 am PDT by
The two higher-end "iPhone 13 Pro" models that are coming in 2021 are expected to use LTPO display technology to enable 120Hz refresh rates, according to display analyst Ross Young. Young reaffirmed the detail in a tweet that said he'd heard rumors about only one model featuring LTPO, which he says is inaccurate. Heard some rumors in the industry and media that there would only be one ...
maxresdefault

Hands-On With Anker's MagSafe-Compatible Battery Pack

Thursday April 15, 2021 9:39 am PDT by
Anker, a company known for its range of accessories designed for Apple products, recently came out with one of the first MagSafe-compatible battery packs, so we thought we'd check it out to see how it compares to a standard battery pack. Subscribe to the MacRumors YouTube channel for more videos. Design wise, Anker's power bank looks like a typical battery pack, but it has magnets built in...