We're most loved in wireless because we love our customers the most. What's NEXT for the Un-carrier? That love, waiting on the other end of the phone, no bots or bouncing in the way. At the heart of today's announcement is one sentiment: our customers are rock stars.

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Rock Star Treatment, Courtesy of our Rock Star Team (of Experts)

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Our customers are our inspiration, and our customer obsession is our secret weapon. With today's Un-carrier NEXT announcement, we're placing that customer obsession in the spotlight, center stage, and cutting the mic on old, broken customer service.

 

Real customer service takes real people, and rock star customers deserve not only the best people (spoiler alert: we've got 'em), but their very own entourage. With T-Mobile's Team of Experts (TEX) -- launched nationwide for our postpaid wireless customers today and being rolled out to every business and public-sector customer, too -- when you call or message us you'll get a tight-knit team dedicated to you and others in your community. You can even see a photo of your Team of Experts in the T-Mobile App on iOS and Android!

 

As you're saying hello to TEX, here's a short list of the things you can say goodbye to:

 

  • We're powering down the robots – You’ll never be forced to talk to a robot, IVR (Interactive Voice Response) or machine again! When you call or message, you’re routed straight to your Team of Experts, or you can tell your team when to call you.
  • So long, call center runaround – Just when you think you've completed the quest to get a person, you start your mission for the right department. Now, the finish line is the starting gate. With Team of Experts, you’ve got people dedicated to you and your happiness, highly trained to handle a wide range of topics, sometimes working with specialists including local retail and engineering to solve even the most complex issues.
  • No more being told when and how you can get help – Who's the boss here, anyway? Team of Experts is on your terms -- call in or schedule a call-back, and soon, just ask Alexa or Google to have your Team of Experts call you. Plus, the Un-carrier has launched asynchronous messaging in the T-Mobile App and iMessage. Message your Team with an issue, and we’ll get right to work on it -- but you don’t have to wait. Come back when it works for you.

 

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Rule the Setlist, Walk the Magenta Carpet

Our customers should feel like the VIPs that they are wherever they go, so Un-carrier NEXT doesn't stop with the rock star treatment you'll get from our Team of Experts. We're here to connect people -- and that's exactly what music does. So we also announced upgraded music experiences for Un-carrier customers.

 

Through a new partnership with Pandora, the #1 music streaming service in the U.S., T-Mobile customers now get exclusive access to a free Pandora Plus subscription all year long. Pandora pioneered music streaming, and we love an innovator. With Pandora Plus, T-Mobile customers will get higher quality audio, unlimited skips, replays, personalized stations, offline listening -- and no ads -- just for being magenta. Customers can snag a code to unlock their free Pandora Plus subscription in the T-Mobile Tuesdays app for iOS and Android on August 28th, so mark your calendars!

 

Look forward to more opportunities for VIP treatment when some of your favorite artists come to town, thanks to an exclusive multi-year partnership with Live Nation, the world’s largest live entertainment company. Starting August 21st, Un-carrier customers will experience rock star status at Live Nation amphitheater and arena concerts, including access to last-minute reserve seats in sold-out sections and discounted tickets. Starting next year, your T-Mobile phone will unlock more exclusive benefits just for T-Mobile customers!

 

Learn More

As always, we've got the news you need in our T-Mobile Newsroom. You can also read more about taking advantage of the Un-carrier NEXT Pandora and LiveNation offers here. Find more details about TEX here, or watch below for an Un-carrier NEXT message from our your Team of Experts.