Many technology-proficient smartphone users have simple requirements from their carrier: they want the company’s mobile network to speedily send and receive data to and from their device, connect calls and timely deliver text messages as and when necessary. We’d like thorough coverage, no outages, high allowances and low bills. We’d like to be able to access our account and billing information quickly and simply when we need to, but do not wish to be bothered when we do not need the information. For the most part, T-Mobile US delivers in these areas, but of course T-Mobile, and all other carriers, have more of the less experienced smartphone customers on their network than they do have technologically sophisticated individuals. In order to help those less experienced people, T-Mobile have their own in-house application that is designed to provide a means of providing information to a customer services representative without him or her asking confusing questions for the customer.
Unfortunately, the current T-Mobile application that does this is disliked. Whilst it attempts to help by offering customers advice on how to maintain their device, it constantly runs in the background and, essentially, adjusts Android’s setting such as application permissions, memory management and reducing screen brightness and processor performance when the battery is low. Many customers report that the T-Mobile application is a battery hog despite trying to help customers. Against this, for those devices that have the application built into the ROM, that it is present on the device helps customer services should the customer experience an issue. Not all customers have a Google account (or Apple ID, for iPhone users) and the necessary knowledge to be able to visit the Google Play Store (or iTunes) in order to download a third party application. By having these built-in diagnostics on the device, it saves T-Mobile millions of money as many basic troubleshooting exercises can avoid customers returning and exchanging fault-free devices.
T-Mobile are set to release a new version of their application on the 10 December, for both Android and iPhone devices. According to Reddit user BioBlueDemon, also a T-Mobile employee, the new application has “a much cleaner user interface” and will include payment, usage, order status and device health functions. Another T-Mobile US employee, Marshall_St, reports that the new application will have the ability to allow customers to report coverage issues (presumably over a WiFi network). Other details are not yet known, such as if the application will support fingerprint sensors. The color scheme is said to include plenty of magenta and unfortunately for fans of Android’s “Material Design” scheme, uses its own interface design. We will have to wait to see if the new application solves the battery life and performance issues that the current application suffers from.