Very bad customer service / support from t-mobile

I had a horrible experiece with Tmobile in which i was advised the
only mobile device i was eligible for was a downgraded version of
mine... needless to say, once i got in contact with the executive
customer relations, my issues were resolved.

below is the email address i sent a complaint to... i recieved a
response within an hour...

sue.nokes@t-mobile.com

this is not a lie... i am now sporting a blackberry pearl 8120 as
opposed to the 8100 (which they would only offer me in gold) to
replace my worthless piece of crap shadow

You are about 10 types of dumb! You so cannot post a link to your
blog on this site!

If you want to write a letter, write a letter. This is P L A N E T F
E E D B A C K, not Planet-Drive-More-Traffic-To-My-Blog.

& you have a better chance of seeing God than getting a new phone
delivered tomorrow.

your blog is a beautiful thing, and a source of much merriment in my
home. Good to see you not being absent!

It's good to see you continuing to be "Great."

So did they get back with you promptly Sean.

Yeah, kind of what I figured.

You need to become better educated in your ability to communicate.

T-Mobile is not going to pay one of their employees to read your blog
in an attempt to figure out why you claim they have very bad customer
service.

Furthermore, your request for "large credits on my bill" and "a new
phone delivered tomorrow" detract from the credibility of your
complaint.

If your too lazy to copy and paste your unbelievably long blog..I
think they'll be too lazy to READ and CARE about it! haha

Ok, silliness aside, having read your blog on the subject I have a few
thoughts.

1. All cellular companies place a very high premium on account
security. One of the ways they try and protect your account is by
verifying with you your phone number and account password (the last
four of your social unless you change it). Another reason this is
done with each and every representative who gets into your account is
quite simply to cut down on the possibility of human or computer
error. Imagine how frustrated you would be if after all this trouble
shooting and time spent on the phone the rep said, "Oh, I'm sorry
Sean, did you say 555-1213? I've been working with the wrong number,"
and made you go through the whole process again. You'd be furious,
am I right? And you'd be right, since it could have been prevented by
simply verifying that information.

2. Are you really upset that a stranger asked your permission before
addressing you familiarly? There are many people that prefer to be
addressed formally by strangers, and the only polite way to avoid
offending those people is to ask before using first names.

3. When you call into customer care, you are put into the general
care queue. This is because easily 95% of problems people encounter
with their phones can be resolved by very simple, basic actions.
There is no reason to send every call straight to technical support
only to have the problem resolved by turning the phone on and off or
resetting the settings. When it became apparent that these simple
things would not resolve your problem, you were put through to tech
support. The tech support reps have a troubleshooting procedure that
must be followed. It was created because following those steps fixes
the vast majority of problems with the description you gave. It was
not created to slow you down, rather it is designed to speed up the
process. The fact that your problem was not solved by those steps
does not mean that the system is flawed, it means that whatever is
wrong with your phone is very unusual.

4. When you refused to contact T-Mobile about this problem, even
after they left you multiple messages, they quite reasonably concluded
that the problem had been resolved. Customers are not in the habit of
calling their providers to tell them things are working fine, but they
are in the habit of calling when things do not. Having closed the
issue, they did have to go through the troubleshooting procedure in
order to escalate the issue to the proper channels. The rep you spoke
to offered to do you a favor by running as quickly as possible through
the step you'd already completed. She could very well have stuck
stolidly to policy and made you go through the whole routine again.
The fact that she did not indicates a rep who is committed to working
with her customers to solve their problems efficiently.

5. The woman you spoke to who said you could switch providers was
just trying to empathize with you, albeit not very effectively. Most
tech support reps are trained to say things like, "I can see why you
are unhappy," or, "I'm sorry to hear that." My guess is that she had
explained what she could do as clearly as she could, and was tired of
debating the issue further.

6. Sending a company a link to your blog is perhaps the least
effective method of communicating your problem I have seen yet on PFB.
If you want something done about this you need to actually take the
time to write a letter clearly and concisely describing what the
problem is.

Dear T-Mobil,

To find out why Im made at you please go to "www.ImAnImbecile.com"

Sincerely,
John Doe

If you want anything done, you need to write a letter to T-Mobile and
briefly describe the problem. They are not going to read your blog.
This letter will end up in the circular file.

Great idea. Send T-Mobile a link so they can find out why you are
pissed. Why not just copy and paste the blog? You obviously copied
and pasted the url, so it wouldnt be much harder to do that.