T-Mobile is the next worst practice
When I saw the efforts of this T-Mobile user on the Church of the Customer blog I could so relate to it… I am a big T-Mobile user and when I thought about upgrading my BlackBerry the last time around they told me that it came with a $150 mail-in rebate - which swayed me into signing up with them again for a year and get the latest gadget.
Well months later (I still cannot figure out why they cannot speed up the rebate process) I get a notice saying that my phone did not qualify for that rebate…and that I am welcome to call them to discuss that issue.
Seriously now, who has the time to do this…and while spending $175/mo with them for a few years, wouldn’t you think that they should call me to discuss this miss-understanding?
Oh well, only a few months left and then….goodbye T-Mobile!
[Tags: t-mobile tmobile customer service cgm ]
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August 25th, 2006 at 10:20 am
Now, now Francois - you’re a smart man - you know why it takes so long to process a rebate. They get interest on your money and they can manage cash flow better. Of course, the true goal (yes, I’m a cynical veteran of the rebate wars) is to never give you your money (that’s why there are so many conditions - original bar code from the box, etc. etc.) And, if one tiny thing doesn’t match - oopsie! You don’t qualify. So Solly, but we value your business!
I do take the time to pursue such matters - out of principle (and the hopes that I can affect some change for all of us.)
Write to the CEO - that usually gets their attention.
August 26th, 2006 at 12:14 pm
Maybe I might just do that…you have a good point that we should not develop any consumer apathy in that area…that is how they can get away with screwing us over and over again