Saturday, 25. October 2014
21. 03. 14. - 10:45
Dear T-Mobile Team,
As the leader of a small editorial team I am writing to you because you offer a business service, but I wonder if you really understand what the nature of a business service is?
Back in my homeland, in the UK, companies believe in customer service, and that it is not just because it's good old British politeness, but because it makes good business sense, treat clients well and they stay loyal, treat them badly, and you lose them, and they advise everyone else to steer clear of you.
If something as simple as obtaining a new phone for a member of our editorial team can be so monumentally messed up by the army of staff that you seem to have on the end of the line, then how can you ever hope to win and keep new business? Or do Austrian clients not care about appalling service? Sadly, my experience of living here to date seems that this is the case.
In the hours of my life that I have spent on the phone waiting for satisfaction, I have had to listen to your song with the words: "I'm on your side" and "one and one makes two". Really?
Weeks ago now I told you we urgently needed a new phone, it was expected Monday, then Wednesday, then after hours of writing emails, phoning and registering online to complain again, and waiting in line for a chance to speak to someone, I heard the words: "I promise you it will be there by Friday."
Again it did not turn up, then on Monday it arrived, with a sim card, but no number, and the card was not activated. Since then more time has passed, every call is answered with "Don't worry, we will call you back in half an hour" - and the call never comes. What does come is an SMS questionnaire asking if I was happy with the resolution to my problems? I duly sent my answer and not surprisingly it was "no", but still no sim card activation.
I have a great looking new phone that still doesn't work and no doubt I am running up a bill for a monthly service I can't use.
Am I frustrated? No. I am not because at least I can vent that frustration by writing these few words, to tell anyone that wants to listen, or to share it, that the T-mobile business service is rubbish, your promises are worthless, and if anyone is considering getting a new phone - then don't bother with T-mobile no matter how cheap it is - because at the end of the day you may be left like me paying for a phone you can't use.
T-Mobile may say they are on your side, but as the saying goes, with friends like that, who needs enemies?
A very disgruntled editor-in-chief.
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