T-Mobile US Inc.’s merger with Sprint Corp. was supposed to create a supercharged wireless competitor pushing innovations, lowering prices and staying true to its core principle — standing up for customers. Lately it’s been falling down.
Mergers are rarely easy and complications from the pandemic compound the situation. But beyond those challenges, something very off brand is happening at T-Mobile. At a time when industry growth is slowing and price wars are starting to break out, T-Mobile appears to be losing one of its competitive edges: customer service. Their positioning under former chief executive officer John Legere, as the little carrier that cares, helped fuel market share gains over the past six years. Now, those gains are slowing.