Meryl's Notes Blog
Things wordy, geeky, and webbyT-Mobile Customer Service
Monday, August 7th, 2006 at 10:21 AM | 7 commentsHere’s a past post about customer service and loyalty prompted by a loyal T-Mobile customer’s entry.
My daughter dropped her Sidekick II in the sink… full of water. So poor girl was without a phone for months. I asked T-Mobile how we could have it fixed as we couldn’t get a replacement without paying regular price. He referred to some service center and we opted not to do the repair.
With the release of the Sidekick III and school starting this Wednesday (yes, really), Paul decided it was time to upgrade his phone and give my daughter his Sidekick II. Both got their emails, programmed addresses and everything back except games. Games we paid for. How is it T-Mobile won’t let Paul have his games back? It’s not like he went from a Sidekick to a Treo or MDA. He wrote and contacted T-Mobile, but the company refuses to let him have his games even though it’s recorded in a past bill.
Well, guess what? My T-Mobile contract ends in December. With customer service like this and the lack of a Treo with the PalmOS — the company isn’t likely to regain my business.
Here are three more stories about T-Mobile customer service challenges.
C|Net reported that T-Mobile was awarded number one customer service ranking for wireless providers. Sounds like the wireless industry needs to overhaul its customer service system if T-Mobile sets the standard. Wireless providers think their locking us into one or two year contracts means they can abuse our loyalty. Well, contracts end and we have no problem switching. We can also influence family members and friends.
T-Mobile provides a data only plan for the lowest rate — USD$10 cheaper than its competitors. But I’m willing to pay a little more if it means using ONE device as opposed to two.
P.S. I am aware that Palm will stop paying royalties to PalmSource come December. I hope PalmOS will continue because I prefer it over Windows Mobile. Palm never tried to be like a computer — when it created the PalmOS, it created an application specifically for handheld devices.
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7 comments
Cell phone upgrade costs making for heated discussions:
MSNBC article
Cell phone forums
Howard Forums
Is this how we create loyal customers? Here’s a look at what the providers are doing.
Still hanging on to an old phone to avoid paying more? Might not be able to do much longer…
Links from Al’s Morning Meeting
I decided to return my T-mobile phones, after expierencing very poor reception. They informed me there was three modifications done since I recieved my phones and all my problems will be solved with these new phones. They sent us three phones for a trial period. After recieving the unwanted phones we discovered they would not work in our subdivision. Therefore, I returned the phones. They returned one of them stating it had water damage and I would have to pay $200.00. The phone did work (in a few square miles of our city)for the few days we had them and returned them in the same condition we got them. We were decieved into getting them in the first place and now they want us to pay for their inferior phone service.
With our new phone company we get better coverage and more minutes at the same price.
[...] A couple of hours later, another email arrives. I’ve copied the note at the end of this post so you don’t get bored with the standard response. Here’s another post on T-Mobile Customer Service with links to other blog posts. [...]
Sorry, on phone upgrades purchased content is not resent. Some customers upgrade phones yearly. Could you imagine the amount of resends we would have to do over, lets say, a 10 year period?
No wireless provider has a free content resend policy on equipment upgrades. So if you really think the grass is greener on the other side, well you might want to think again.
And with over 25,000,000 customers of course we are going to have complaints. Can’t please ‘em all the time.
The reason why they can’t send your sidekick II ringtones back to you is not because of T-Mobile but there are several flaws in the device and it won’t allow them. They might be able to credit you for them but the system will not let us send you those ring tones. Try calling back again and ask for those ringtones to be credited so that u can download them again or get some new ones
It clearly states when you purchase the ringtone it’s a one time charge to download the content to that specific device. Please read before you hit accept in the future, it will avoid stress and confusion.
it doesnt matter which service provider you chose, if you somehow break your cell phone t-mobile(or others) cannot transfer your games or ringtones over to your new cell phone, it is impossible. dont yell at them over it, if you become irate it will be recorded for future calls and then they will be less likely to give you bonus minutes and other perks for being with t-mobile. Treat your Mobile phone like an investment. take care of it and protect it, just like you would with a car or your house.
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