Vox

Things That Make Me Go ARGH!

I have been shopping for a new cell phone service. I have been happy with Cricket, but my phone is finally giving out after 5 years. They are offering free phones to new customers (everyone is) but nothing to keep existing customers - nada. I called to see what they would do for me and the answer was "you have to talk to the individual retailers" Well, the retailers have no interest in me continuing with my current service - it is in their best interest to sign me up for new service with another provider.

So, I looked around and got recommendations - and signed up with T-Mobile over the phone. Free phone, 1 year contract.

Got the phone Tuesday and charged it up. Called T-Mobile to see about changing the date of activation from Friday to Wednesday since I got my phone early. I had to call back three times and talk to 5 different people...none of whom could help me. Why? Because I had booked my plan through sales and their computer doesn't talk to service so there was no account in the computer for me - despite my having an order #, an account # and a transaction #. Service and support can't help until the phone is activated because, as far as they are concerned, I don't exist. Because their computers don't talk to each other. So I gave up and figured I would just wait for the original schedule. My Cricket bill is due on the 6th, though, so I want to make sure it is handled and I don't get billed for another month..

I come in to the office today and look at my new phone, which has shut itself off...and it won't turn back on. Hmmmm....

So I called T-Mobile customer service again, being a glutton for punishment, and explain that they sent me a bad phone. My options for a new phone are:

• they send me a return label which will take three to five days, then I send back the phone and call them with the tracking number, at which time they send out a new phone. Six days minimum - past when I need to be off Cricket to avoid paying for another month. But, they assure me, they will go ahead and port the number so the changeover is done..great, I'll just be without a phone while I wait.
• I send the phone back at my expense via Fed Ex and call them with a tracking number, at which time they will send out a new phone. Not much better as far as options go, might save a couple of days but I am out some cash.

Aren't there T-Mobile stores in your area, you ask? Why yes, yes there are. But I can't go and exchange it at a T-Mobile store because they aren't on the same system as the office I ordered from on the phone. So, sales doesn't talk to service or support, and neither one talks to the brick and mortar stores. How is that possible in this day and age? I can't believe there are businesses being created in the 21st century with so many walls and obstacles to a positive customer experience.

BTW: I went with a variation on option one; they send me a return label and I send back the phone, but they don't need to send me a new one - they can just cancel my service plan. Does that make them care enough to try and keep me? Nope, their best offer isn't "we'll send you out a new phone right away and you send back the bad one - you are a customer and we want you to be satisfied" it's "I'd be willing to credit you a free month of service" woo-hoo! I've had to deal with your service department twice in two days and both experiences took over an hour and left me feeling frustrated and unappreciated. Thanks, you can keep your 40 bucks!

Someone should direct them to Good Experience to see if they are capable of learning a thing or two.

Posted by Vox at August 4, 2004 05:27 PM | general