T-Mobile is NOT a well-run company, nor does it provide a great product, nor does it deliver great customer service. My mother suffered through a year-long contract with their crappy service before I could get her on to the same company as us - Verizon.
Management had a chance to do something new with the company, but they botched the merger with AT&T... or maybe AT&T realized it wasn't worth the trouble acquiring such a bad company.
But hey... at least they spent loads of money on Catherine Zeta Jones! Ha.