They played us all. They brought Legere in as a DT plant to restore growth and not necessarily to be pro-consumer by fixing the image and network in order to manifest ability for a merger with an US based carrier to further anchor their rights to be domestic. I knew he was on contract, but figured he would keep running the company as long as the gravy train kept us all comfortable and successful. After they fooled us into wearing all the trash trinkets, clapper p-m-poms, wear AND buy the merch, the tide turned once the merger was done. Legere accomplished what he was contracted to do, and handed over the reigns to that goofball pontificator.
Sometime around 2022, the tide turned. They clamped down unnecessarily budget wise, stopped being friendly in customer service including any JD Power award winning customer service, and became GREEDY. #FIX was no longer white glove help for our friends and neighbors, it was seen as a nuisance. (I had received some disdain responses from ECR to my plea to help someone experiencing weak signal). Just look at the weekly headlines of all the customer and employee bennies they keep cutting out or finding ways to charge more fees.
This greed cycle will definitely have karma repercussions if they don't reverse course and listen to employees and customers again.