I wanted to follow-up on the complaint I raised here regarding a recent support experience with T-Mobile. First off, hats off to T-Mobile, they have indeed fixed the issue I was experiencing. A few folks who commented here on the original post experienced the same issue in recent weeks. Here’s what happened according to the contacts at T-Mobile I worked with the last 24 hrs (in both Customer Service and Advanced Tech Support).
- A large # of customers with T-Mobile Data packages were getting unlimited data when the system was intended to gate at some level – this creates an understandable service offering (revenue) problem for T-Mobile.
- T-Mobile Engineering made a network change that “fixed” this issue for T-Mobile.
- The fix disabled MANY data subscribers (myself included). Note, the fix did NOT limit data to some gated amount, it shut it off completely.
- T-Mobile did not notify customers of this change.
- T-Mobile engineering did not notify T-Mobile support/customer service of this change.
In the end, once this issue got to the right place, the fix was changing a setting on the T-Mobile network (not on my local device) and then waiting “48-72 hours for the network to accept the changes.” In fairness, it took only about 2-3 hours before things were working again – under promise, over deliver – goodness. Solving the problem on the phone took no more than 3 minutes – all of which was done by looking at existing case information – no new info provided.
All of this could have been avoided had any of the following occurred:
- Customer notification of the change.
- T-Mobile Customer service/support notification by T-Mobile engineering.
- Advanced tech support accepting a call without excessive repetition of troubleshooting – given problem definition/symptoms, the root cause would likely have been obvious had #2 been done.
- Had I been more patient in the process and jumped through another few hoops. A handful of readers thought this the best approach. I don’t agree given where I was at in the process, but it’s a valid choice to put on the list.
At any rate, I wanted to publicly thank T-Mobile for stepping up and solving the problem. They informed me that my phone calls had been pulled to be reviewed and confirmed that their agents were following a policy/standard procedure that needed to be reviewed and changed. I’m a fan of the Dash and I’m pleased to have it fully functioning again.
I was a little surprised at the attention the original post gathered, so closing this loop was important. In the future I’ll post here a few lessons learned from “posts gone wild.”
Especially if you feel good about the resolution from T-Mobile, you should Digg this to give them the visibility. ( Thanks Josh for the suggestion).
[digg=http://digg.com/tech_news/Closing_the_loop_on_T_Mobile_Support_issue]
sean
del.icio.us tags: tmobile, dash
Pingback: Lessons from a "Blog Post gone wild…" : Community Group Therapy