What is Digg?115 Comments
- NerveBand, on 10/11/2007, -8/+37That was the most ***** badly written transcript I've read in a while. Seriously, take typing lessons. And maybe some grammar lessons. Maybe some spelling and punctuation should do you some good.
Hell, take all of elementary, middle school, and high school education all over again.
Your post was so bad, I thought it was myspace with an accent. - rwallen, on 10/11/2007, -0/+28I stopped reading after your use of the phrase "the web 2.0 world".
- troydoogle7, on 10/11/2007, -0/+17I thought Orange in the UK had good service, however they have sent me the wrong telephone, and now they want me to pay to send it back!
- Paktu, on 10/11/2007, -1/+16Before you comment, can I verify the last four numbers of your social?
- jgambleii, on 10/11/2007, -0/+14I work for T-Mobile. I have a Dash. I had the same problem. Rebooting the phone fixed it temporarily, but upgrading to Windows Mobile 6 fixed it permanently. You can find the software at http://www.t-mobile.com/wmupgrade/. BACK UP YOUR DATA first because the WM6 update will wipe everything.
- r0b1, on 10/11/2007, -1/+15Digg me down for this but I think "Sean" could exercise a little patience in the matter.
We get it - you're important. Take the thing back to the store (or have your secretary do it). Demand a new one. Maybe you just got a bum phone - it's possible. - fkr3, on 10/11/2007, -0/+12I had a crap time trying to stop my t-mobile service.
I spent 3 months in the US, and as it was very convenient I signed up to a (no minimum duration) monthly plan.
When the time came to leave the US I called and emailed requesting the account be closed, and ended up in this lame little cycle where I'd be asked why I want to close the account, I'd explain that I was leaving the country and so on. Eventually I was left with the impression my account was cancelled.
So a few weeks after I left the US I got billed for another month, and then another month, during which time more emails were traded and I even phoned again. After I threatened to fly back to NYC and report it to the police as theft they decided to click the "cancel account" button instead of just look at it. - edferrero, on 10/11/2007, -1/+12Can't wait until technology renders telcos obsolete. Then we can tear down the call centres and salt the earth they stood on.
- Infinitas, on 10/11/2007, -1/+10You're an idiot. Seriously, I've had high-maintenance girl-friends less needy than you.
- Natasevoli, on 10/11/2007, -1/+10well i definitely can't bury this as inaccurate... the description was exactly right.. it was a horrible story..... about a customer service experience.
- Natasevoli, on 10/11/2007, -0/+9yes, i work in a call center, and experience this exact issue multiple times daily. in my case i sympathize with the customer because i would be pissed too if i had to repeat my phone number 5 times. unfortunately, the direct customer service reps you're speaking with have little to zero control over this. in my case, the applications that are made to pull your number from the ivru system actually work less than 50% of the time. whether this has anything to do with the fact that those same applications are programmed by some jackass overseas in india or something is beyond me.. but theres my 2 cents...
- osko2052, on 10/11/2007, -2/+9T-Mobile is awesome. I've been with them over 4 years and I had Sprint and Verizon before that, both sucked. Whiners like you don't deserve to have T-Mobile. Go cry to somebody else. I love my Blackberry Pearl.
- zeazzz, on 10/11/2007, -2/+8You have two things at your fault here.
(1) You write annoyingly.
(2) You went with T-Mobile in the first place. - geofffox, on 10/11/2007, -2/+8Is there someone in a call center who can explain the nearly universal problem of entering your phone number or other long string of digits and then having the CSO immediately ask for the same info? Doesn't anyone understand why we're already pissed by the time we get you on the phone?
- lava, on 10/11/2007, -0/+6I have that same phone, and the same thing happened to me. I restarted the phone and hey, what do you know, my internet access was back.
- inactive, on 10/11/2007, -0/+5dugg for not being a story from consumerist
- locojones, on 10/11/2007, -1/+6Once you redact out all the petty whining about the identity confirmation procedures, there's not much substance left. In fact, there is one critical piece of information that's missing -- what data plan he's using, if any.
Certain users on T-Mobile have experienced "free" Internet on their smartphones, while others are able to use a workaround on some of the cheaper plans. However, T-Mobile is rapidly closing those holes everyday. Moreover, those unauthorized uses of the network often experience periodic outages for 1 or 2 days at a time, only to come online again soon thereafter.
If you ask me, that situation describes this user, who is probably just that, a user trying to float by without paying full price for the internet, and then bitching on the internet about his rights. Cry me a river baby. - pineapplepaul, on 10/11/2007, -1/+6What a whiny fool. Learn a little patience, and learn that you can't just do these kind of things piecemeal over a couple weeks, otherwise they'll stop waiting for you to take your precious time out to fix an unfortunate, but unavoidable error.
- bibfortuna, on 10/11/2007, -0/+5I've been with tmobile for 6 years and I have never had a problem. Sucks for you I guess.
- prammy, on 10/11/2007, -1/+6Well I have T-Mobile in seattle and except for one billing issue I had in June 2006, I have been very happy with the service I have received from T-Mobile.
Sorry to hear about the problems this guy had but out of the past few cellphone carriers i have had, T-Mobile seemed to have the best customer service. The one thing I missed from Sprint is that when you call 411, you can ask them for driving directions from your current location. I am not sure if Sprint still offers that. - BassMastr, on 10/11/2007, -0/+4Contact centers grow more and more every year. (7%) They are not going anywhere. We can only hope they learn to run them better. I am doing my best to teach them.
You mean the telco companies who also run the internet and our cell phones and soon to be IPTV etc? Those companies will never go anywhere. - FiremanEd, on 10/11/2007, -2/+6Never had a problem with T-Mobile, then again I don't live in your high powered needs to be done right away world.
- BassMastr, on 10/11/2007, -0/+4Don't hold your breath...well actually on second thought...
- johnboyjr, on 10/11/2007, -1/+5my t-mobile blackberry came up with data connection refused the other day. i called t-mobile and they helped me get it back online fast. all i had to do was go to options, advance options, host routing table then pick any of the numbers other then the one i was using. it took about 20 min for it to get back online after changing the settings.
- TheKricket, on 10/11/2007, -1/+5it sounds like a majority of the post is complaining about tmo's security procedures (asking for your phone number, name, last four of the ss, etc) - half of EVERY paragraph states the same thing: "can you believe it? they ACTUALLY want to make sure theyre talking to the person whose account it is - the nerve!"
afaik, those procedures are there, you know, for security - i wouldnt want some guy with my name and phone number calling up tmo to change my account info - in fact, i like it when someone actually verifies my identity
im actually wondering if "sean" has the correct data plan - a lot of people buy those smartphones and think that all of the net/data features are free - and if he does have a data plan, does he have the smartphone plan or just the cheapo $5/month plan that allows you to browse basic wap pages
sounds like theres a lot of information missing in the post and the major annoyance is the verification of identity... - arcticblue, on 10/11/2007, -0/+4What exactly was wrong with his post? You are the one who doesn't know how to properly use the word "hear".
- caferace, on 10/11/2007, -0/+4I was wondering what the hell kept the guy so "busy" all the time. Then I saw his semi-obfuscated email at the end.
seanod (@) microsoft (dot) com
Oh. That explains *everything*. :D
-jim - nathanwalker, on 10/11/2007, -0/+4Dude, honestly, this doesn't sound like a T-Mobile problem, but a tech support in general problem. I work for an isp tech support, and that last part actually sounds kinda common. Hah.
- bossm4n, on 10/11/2007, -0/+3I am sorry to hear you've had this experience with T-Mobile. I've been with them since day one and have had nothing but incredible customer service. In fact, they are one of the very few if not the only company I can recall in recent memory where I can get a person on the phone every time within only a few minutes. Their reps are consistently the friendliest and most helpful of any customer service/tech reps I've have ever dealt with. This sounds very much like an anomaly and not status quo for T-Mobile. Having been with other providers prior to T-Mobile, and having poor service and terrible support, I can't see ever going anywhere else.
- ramsinks.com, on 10/11/2007, -0/+3Every customer support for phone service is horrid.
There is no exceptions.
They don't get paid enough to care.
nuf said. - olik, on 10/11/2007, -0/+3I have had T-Mobile for 4 years now, and one of the main reasons I stay with them is because their customer support is so good. I agree that their "hotspots" are excruciating, but if you ever have to deal with their phone-customer-support, I am sure you will quickly conclude that it is far superior to any other cell phone service provider. On more than one occasion I have actually written the support dept. nice emails thanking them for being the only company I have dealt with that seems more interested in fixing my problem than getting me off the phone.
- inactive, on 10/11/2007, -0/+3I hear you! I had Verizon for years. I would go into the store to get a new phone, or change my plan, or something along those lines, and I would be in there for HOURS and not get anything accomplished. I switched to T-Mobile ASAP and I was in and out with a new phone and plan in 20 minutes. T-Mobile is by far the best cell phone company IF you live in civilization...rural/suburbs sometimes are troublesome.
- BassMastr, on 10/11/2007, -0/+3They are actually called "screen pops", (when the call arrives at the agent and he/she already knows who is calling based off the info you enter...b/c it "pops up" on their screen when you guys get connected.) as we switch to an IP environment it will be easier to keep a call and account number together as it goes through the massive maze which is the call center routing environment. Basically with traditional phone environments (TDM) that we have now when you enter you account or phone number or whatever it is just telling the routing software where to direct your call. It's not for the agent...it's to get you to the right agent. (If your account is business you will go to one spot...if it is residential it will go to another, your account might even be routed to a specific region that supports calls from your region. etc.) As your call is transferred through this huge ecosystem of routing switches maybe cross country or even to a different one, the ability to keep the data packet that is the account number and the data packet that is the actual phone call together is VERY difficult in the old traditional TDM environment. It wasn't designed to do that. (Also you have different vendors whose software doesn't work so well together sometime.)
I'm sure you've heard of the new trend of contact center agents working from home? Well that's an IP based contact center and since it's IP based it keeps the data you enter and the call together and you will notice that you only have to enter the info once. They have started to solve the problem, but it requires some expensive changes to their infrastructure and how they run their contact centers. I bet you will see this as a thing of the past in the next 3-5 years...but that's my best explanation as to why...
(I hope that made sense.) - imjustsayin, on 10/11/2007, -0/+3I have always had great customer support from TMobile. Any time I have changed contracts, phones, billing information, etc. the transaction has gone smoothly and professionally.
They have been by far my best experience with a tel-co. I know that this is just anecdotal evidence, but so is this article. - garylon, on 10/11/2007, -1/+4companies must learn that they can usually save $, have happier employees (and customers!) if they are empowered to help you the first time.
- johnkalel, on 10/11/2007, -0/+3@cGt2099
I worked Quality Assurance at T-Mobile out of the Tampa call center, and I can assure you that then, and now according to friends still there, QA audits are NOT used to assess the rep's performance directly, nor to help improve the "customer experience". The scores were used as data points to assess the overall performance of teams and departments. The results of the audits were never shared with the frontline grunts, except for a no-explanation-attached score. Depending on the team "coach" (God, I hate that sports metaphor crap), you might not even get that.
When I started at T-M in 2001, it was a fairly good company to work for. Corporately, they were hungry, and sought to increase their footprint, and realized that customer satisfaction was the way to do that. By 2004, corporate dementia had set in, and the company had devolved into squabbling fiefdoms, firing reports at each other, hoping that dragging down one department would raise the status of the other. Forget "customer service", except as a musty old saying.
@ shteeve:
Internally, we all figured that the "jump the shark" moment was when Zeta-LaDeDah replaced Jamie Lee Curtis as company spokesperson. That marked the point when T-M stopped being "real folks" and tried to go for glitz and glamour. Remember the limited edition gold and diamond encrusted phones? The limited edition designer phones? Right then is when T-M went for sizzle and not steak, and service suffered for it. - SlavickP, on 10/11/2007, -1/+4Very bad indeed. I wonder how they measure the support service performance.
T-Mobile should have checked IP connectivity at the shop, using different handset, fo elimination. - dakilla91, on 10/11/2007, -0/+3I stopped reading after I scrolled down and saw how much he wrote.
- noisuf, on 10/11/2007, -0/+3Also the title hot spot has really nothing to do with the problem :
- PamalaLauren, on 10/11/2007, -0/+2Well I think in this case the person who didn't call back in a timely manner is at blame. Seriously enough, does he think that they assume you're busy and can't call back? What bothers me more though is that they try to troubleshoot on the phone. I think most of this stuff should be done solely in the store. How can they even be sure the customer is doing anything right?
- lejaz, on 10/11/2007, -0/+2Hmmm, I had a similar experience with Tracfone (a pre-paid cell phone service...no. 1 in customer service according to them), only mine was worse. My problem was never solved, and eventually Tracfone had to settle a class action lawsuit, because so many others had suffered with the same problem. But, they put us through pure customer service hell before they admitted they were at fault. A few times when calling customer service, I received the following message, "We are currently receiving a high call volume, please call back at another time." Huh? do they expect me to stay home all day and wait for a low call volume?
- xVern, on 10/11/2007, -1/+3same here, and i live like 50 minutes away from Seattle. Maybe its just us.
- Endeavour3d, on 10/11/2007, -0/+2I honestly haven't had any problems with T-Mobile other than they have been hiking their prices lately. Their data plan is seriously the best deal of any carrier, I pay $6 for unlimited GPRS/EDGE, hopefully they won't charge more than $20-30 when(if) they roll out 3G.
- noisuf, on 10/11/2007, -1/+3Buried. If you didn't want to have to deal with that in the end, you should have just called back. You can't blame them for closing the ticket with days without a response. I understand you are busy, but anyone who can't spend a little time after work or something to deal with an important enough issue to write an entire story about, just seems lazy to me.
- quazywabbit, on 10/11/2007, -0/+2I don't think it would be an IT issue for the simple fact that he was trying to set up email (most likely via active sync if it was a dash) and the IT person tried to get it working but it did not work and then found that he was unable to browse the web as well and at that point of time the IT person will not know the settings for the phone to configure the proxy address, or ip address, etc, unless they had another tmobile phone around them.
- clackerd, on 10/11/2007, -0/+2since the telcos developed and own every communication infrastructure out there, they won't easily be unseated by technology - they usually buy what they think might threaten their bottom lines later. don't hold your breath.
- eclectro, on 10/11/2007, -0/+2I disagree. The should have been able to reopen the support ticket without the huge problem they mad it to be. Having to put up with crappy support chould not be any cell phone contract.
- typicalusername, on 10/11/2007, -1/+3Hah hah hah! Take this from my 10 years of working tech/cust serv, every big company is the same. You get the same treatment from them all... I just love the attitude from anyone in business, It's the "my time is so ***** valuable" line. A) If your time is so ***** valuable, why are you on Digg? It does nothing but waste time, let's be honest. Everyone who's clicked on a news story when it comes up from the toolbar, when they should have been working, knows this. B) If you don't like it, change your service. T-Mobile isn't going to cater to JUST you. Even if you raise a stink about it, they'll just enact a policy in their call centers that won't actually fix the problem, but make it more complicated for the employees who are trying to get as much done as they can in convoluted corporate drone jobs...
- selanep, on 10/11/2007, -0/+2unfortunately that's how it is in a call center environment. no has the power to do everything. and yes you have to give your info for every person or the company could get sued. i work as an advanced tech support rep for sprint, trust me, his experience with t-mobile was much better than a call to sprint. honestly, he comes off as a whiny brat to me, but some people just don't have the patience for tech support.
-
Show 51 - 100 of 110 discussions
Check out the new & improved 
© Digg Inc. 2009
— Content created and posted by Digg users is