Why T-Mobile’s T-Life App Can’t Escape Backlash, Update After Update

T-Mobile’s T-Life app was supposed to improve efficiency, but it has faced a lot of criticism from both employees and customers since its launch. Despite giving the app some significant updates, many of the issues customers have with it haven’t gone away.

T-Life app criticisms are aplenty

According to complaints on Reddit, users are running into all kinds of issues with the app. It’s not that the app is buggy, but rather that some of its functions don’t make sense. For instance, Redditor Ok-Sir-4992 needed a new eSIM after accidentally deleting the previous one. Unfortunately, despite T-Life being touted as a way for customers to handle their own T-Mobile accounts, the Redditor was ultimately advised to visit a T-Mobile store.

“I had two lines and I accidently deleted my T-Mobile eSim today, I immediately contacted T-Mobile via the chat on T-Life garbage app, the rep then told me he would definitely help me as long as I provided him the pin code he just sent to my phone (the phone without a eSim Lol) How am I supposed to get a pin without working line? The rep finally told me that there was no way for me to get the pin (obviously) and I needed to go to a T-Mobile store in order to download a new eSim.”

The carrier previously required users to go through customer service to transfer or activate their SIM cards. However, T-Mobile recently reinstated the ability for users to make the transfer themselves. Unfortunately, the feature isn’t widely available yet, which only highlights some of T-Life’s shortcomings.

Frustrating customers and employees alike

It’s one thing for T-Mobile to suggest that customers use its T-Life app if they want self-service. However, according to reports from T-Mobile employees, the carrier is forcing the app onto customers. They also encourage employees to make sure customers download and use the app.

Some employees claim that if a customer refuses to use the app, the employee must write a report for upper management explaining why. Maybe we should give T-Mobile some credit. Changing the operating procedure that many have been used to for years will result in some friction. However, some of its practices are questionable. Either way, hopefully T-Mobile gets its act together soon for the sake of its customers and workers.