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Customer Service Counts

A couple of weeks ago I wrote about my horrible experience, vis a vis customer service, with T-Mobile. If you remember, I have my cell service with T-Mobile, and use a Treo 600.

Well, it's sad to say, their "World Class Customer Service" as proclaimed by JD Edwards (who are these guys and who do they talk with??) is sorely in error. Wait to you get a load of this tale of woe. This tale is so sad (How sad you ask?), that I called Germany to talk with Hans Ehnert, Vice President International Media Relations, Deutsche Telekom, the parent company of T-Mobile. Herr Ehnert's response was that "he wasn't interested in anything having to do with Customer Service." That was more than the response I got from Herr Michael Lange, the VP for International Communications, who never communicated at all.

However, smarter heads prevailed at Deutsche Telekom in New York City. Bernie Scholtyseck of Investor Relations was not happy with what he heard, and contacted Brian Zidar, the PR Manager for T-Mobile, US. Why were these gentlemen unhappy? It's really a two-fold reason.

The first reason is that I write for No company in its right mind wants bad press, although there is a theory that any press is better than no press. Thus I was able to gain "access" to channels that are not normally open to Joe or Jane cell phone user. The other reason is that when I'm not writing for Serverpipeline, I control a company that uses about twenty-five T-Mobile phones with an approximate aggregate of $120,000 of goods and services.

But I got ahead of the story. Tuesday the 13th was not a good day. I started with Verizon, and a Customer Service representative who was incapable of thinking out of the box. I had to call the President's Office to find an intelligent person to correct the problem. Next was T-Mobile for the first of the day's problems. It was incorrectly billing the company that I manage.

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