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miamipete001: Sorry to hear you're having this frustration. Your problem might get more visibility if you start a new topic. This conversation about T-Mobile is pretty old, and I worry that your problem may get lost tacked down here. – Eric Suesz, on June 05, 2008 16:51

I just started service with TM, and love everything about it, including my SK-LX, (best phone I ever purchased) but I also have received a lot of running around, and passing the buck, from one department to the other.

Out of the four to six hours i also spent trying to resolve the use of short code, this is what I gathered.

Tech Support said that short code could be used on either a "post pay" or "flexpay" account, but not on a "prepaid" account - After switching to flexpay, from "prepaid", guess what ? No access to short code.

Called CS again, and this rep, after speaking to her supervisor, as did the other prior reps, came back with the heart breaking news that short code is only allowed with a "post paid" account.

I find it aweful and a bad business practice, for all this running around from one department to another, with finger pointing, among themselves. (TM is spending a lot of money on supporting this issue instead of resolving it, silly) I think they should just tell us flat out what the issues really are, money, spam, etc., period.

My other thoughts are TM has found a way to push customers to a contractual "post pay" style of account.

I am still on flexpay, and am not switching to post pay.

My overall staisfaction rating, including support for TM, is GREAT.

PS: If enough people chatter, maybe they will give us back the "short code".

Dear Ms. Susan Nokes, Chief Customer and Operations Officer, T-Mobile,
I am sure that you recognize T-Mobile does not always provide a dropped-call-free service. Because of this, customer service is important.
I have been a customer of T-Mobile for many years longer than my account shows, 5 years. I have had to speak with customer service personnel in the past to request credit for dropped calls and my having had to reconnect which has resulted in additional minute charges to my account.
Today, the customer service personnel were mis-interpreting T-Mobile policy attempting to tell me that credit is not given when calls are dropped unless they are dropped within one or two minutes of FIRST having initiated the original call. By that I mean, I was told that T-Mobile's credit policy is different if the call drops one minute after making connection or if the call is dropped thirty minutes of having made the connection. This makes no sense at all. If a call is dropped, the call is dropped.
T-Mobile's credit policy should allow for crediting back the time required to re-establish the connection. In the past, I have received credit of one minute for re-establishing connection if my second call was made within three minutes of the first call being dropped.
Now, Sara (T-Mobile employee ID 8474274), a supervisor, refused to provide credit for having had to reconnect unless the first call had been dropped within two minutes of having been made. Sara refused to let me speak with her supervisor or any other supervisor to resolve this matter. I informed her that I wanted to resolve the matter at that time (since I had already spent a considerable amount of my time on the phone with the customer service department, about twenty minutes. I was flatly told that there was no supervisor available for me to talk with which I could not believe as truthful. I received the clear impression that she merely wanted to brush me off and hope I would go away.
I am entitled to credit for dropped calls. If T-Mobile refuses to do so due to its poor telephone service, then I should be allowed to cancel my contract with T-Mobile without penalty to me. Would you be willing to provide such authorization?
All I ask for is that you ensure your personnel properly know and apply crediting policy and that I be credited for my dropped calls.
I am very dissatissfied with the customer service I received today. It appears that T-Mobile is penny-wise-and-pound-foolish when it comes to crediting minutes for customer complaints. I wanted you to know that I attempted to telephone the executive offices and the switchboard operators would not put my calls through as they related to a complaint.
Regards,
Eric Metz

Carol, this note seems out of context in this discussion. Perhaps you should post this as a separate topic for people to comment on separately.

I LOVE T-MOBILE!!!!!!

J.D. Power and Associates Reports: T-Mobile Ranks Highest in Customer Care Performance Among the Largest Wireless Carriers

T-Mobile has been ranked number one in the 2008 Wireless Customer Care Performance Study by J.D. Power and Associates out of all wireless providers in the United States. This is the seventh consecutive first place finish for T-Mobile in this annual study.

With the new info from T-Mobile I'll add a #6:

6. This is a technical glitch which T-Mobile handled with the mobile industry's normal level of hostility towards their customers. While "Marianne Maestas" has changed her tune (see link below) there has been no acknowledgment from T-Mobile of their original response. While they have said that "the companies are working to prevent such incidents from re-occurring" they haven't said that Twitter has any right to use their network for message transport.

Link:
http://talkback.zdnet.com/5208-10537-...

Looks like they have seen the light!
Hope is a lesson well learned for all of us.

Today, I received the same form letter that others have received. I am disappointed, to say the least. I've invited T-Mobile to join in this conversation and elaborate. Hopefully they will.

I've always had warm feelings towards T-Mobile. However, if their customer service is *still* so awesome, why have they been so silent in the aftermath of this (except, that is, for the flat out contradictory statements from their office of the President)? How come Twitter, a wee startup, is doing damage control for them?

Is it right that we have such a lower standard of response from corporate behemoths than we have for small companies? This is a moment of truth for T-Mobile.

There is no argument there..... its the, well, stupidity coming from T-Mobile now.... they are absolutely contradicting what they said.... in my case, the SAME person.

Twitter acknowledges that T-Mobile wasn't at fault.

http://blog.twitter.com/2007/12/t-mob...

I just received the same email - see below. We must have posted at the same time. :)

I sent an email to the VP Friday night, and I just now received this response from Ms. Maestas (author of the email to Bob Mertz). I have removed my last name from the email, but otherwise, this is exactly what she sent:

Dear Ms. *****:

My name is Marianne Maestas and I am with the Executive Customer Relations department of T-Mobile. I am contacting you on behalf of Mr. Robert Dotson in regards to the email that you sent him over the weekend.

Twitter users are welcome to stay connected through T-Mobile service. Rumors that T-Mobile blocks the service are false. T-Mobile confirmed with Twitter that there was a technical issue between the two companies’ systems that temporarily prevented some customers from utilizing the service this past weekend. That issue has since been resolved and the companies are working to prevent such incidents from re-occurring.

Should you have any further questions regarding this matter, please feel free to contact Customer Care at 800-937-8997. Thank you.

Marianne Maestas,
Executive Customer Relations Specialist,
Office of the President

What got me was this: "Rumors that T-Mobile blocks the service are false."

She explicitly stated in her email to Mr. Mertz that "...Twitter is not an authorized third-party service provider, and therefore you are not able to utilize service from this provide any longer."

Uh-huh.

I've never had a problem with T-Mobile until now. When someone from the office of the company's president says one thing in one email and then turns around and sends something completely different after the situation has been resolved, it makes me edgy. Did T-Mobile block Twitter, then after much pressure and pushing from customers, un-block them? Or was there really a technical issue that has been repaired?

I just want some honesty. I know that may be a bit too much to ask for.

While I agree and have for quite a while, this... well, I dont know if it made me laugh to hard or if it is just really scary..... I'll just let you read:

http://blog.bibleboy.org/2007/12/omg-...

I agree with Vaderwal. The reason I've been a Tmobile customer for as long as I have been, even as other companies pull ahead in the technology race, is that T-Mobile's customer service has been awesome. Over the past couple years, I do feel that its quality has eroded a bit, but I still have much better time speaking with their reps than I do speaking to any other company's reps.

It is nice to see the problem had nothing to do with T-Mobile, although the clueless responses about them thinking it may have been their doing were odd. T-Mobile has been one of the few companies in the past 5 years that has provided me with nearly flawless customer service. They have solved every problem i have had and bent over backwards to go an extra mile. The only other option for my phone would have been to move to AT&T, which has miserable customer service and much more expensive rates.

Thanks for the info and thoughts Brian. The difference between "anti" and "counter" is a good thing to think about, and if you are any indicator it sounds like firefighters don't take this issue lightly.

Excelent, it is nice to see customers organize together to deal with a common problem they have with a company.

Even if customers are small they still have rights, and by bring the issue to the open the problem can be mitigated and resolved.

An informed minority is more powerful than an ignorant majority!

Keep doing the good work, standing up for your rights as a customer, user, and as a person.

Working in the extended metro DC area again!

Something I find interesting... the same person that responded to me (Marianne Maestas) from the executive office apparently created another PR nightmare just a few months ago by rubbing people the wrong way and having them take it to small claims court, which T-Mobile lost. Apparently she isn't doing too much positive for them :)

http://www.fatwallet.com/forums/messa...

Thanks to not only the Twitter team but to all the loyal twitters... This is an amazing example of how a community of people that aren't affraid to stand up for something can really make a difference. I'm very anxious to see T-Mobile's response :)

To all the T-Mobile subscribers: "What are you doing?" :)