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Excellent T-Mobile To Go Customer Service Experience

Discussion in 'T-Mobile Forum' started by EdwardP, Apr 7, 2005.

  1. EdwardP

    EdwardP Bronze Senior Member
    Senior Member

    Joined:
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    Location:
    Boston, MA
    My Phone:
    Android
    Wireless Provider(s):
    T-Mobile (Deutsche Telekom)
    I had an excellent experience with T-Mobile To Go Customer Service the other evening, and it's a perfect example of how customer service in general should be.

    I am now a postpay customer (converted from T-Mobile To Go in January) and have since purchased a couple of T-Mobile To Go packages for my parents.

    There was an e-mail related issue with one of the phones and was not sure what the problem was. I called T-Mobile To Go Customer Service the other evening and spoke to a representative within a minute. The representative (I did not get his name.), right at the beginning, added $5.00 to the account and apologized for the inconvenience. T-Mobile adding $5.00 to the account was not expected.

    I explained what I thought the problem was, he indicated that there was a global e-mail issue that evening and the techs were working on it. E-mail was working from this area, however. I explained the problem a little differently, the representative then took the time to repeat the problem back to me, to make sure he understood what the problem was. He then asked for the phone model and indicated there was an issue with the model and asked what the phone was using for an e-mail server number (it was actually off by one digit). When I changed it to the number he specified, the problem immediately cleared up.

    This is an excellent example of how customer service should be done, he took the time to understand the problem before finding a solution.

    I am aware that T-Mobile USA had a 32% increase in the number of customers in 2004, over 2003. I am one of them. T-Mobile didn't purchase those customers, they earned them. :)
     
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  2. 714tmobile

    714tmobile Senior Member
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    Location:
    Orange County - SoCal
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    iPhone 3G
    Wireless Provider(s):
    AT&T
    Gotta love the T... I've had nothing but warm fuzzies w/ their Customer Service.
     
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  3. EdwardP

    EdwardP Bronze Senior Member
    Senior Member

    Joined:
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    Location:
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    My Phone:
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    T-Mobile (Deutsche Telekom)
    They really went the extra mile to get the problem resolved. I'm very pleased. :)
     
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