Here’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.