A few years ago I switched from Cingular to T-Mobile because Cingular’s customer service stunk. My experience today was another proof that I made the right choice.
Late Saturday night my beloved Samsung T509 had full signal in my apartment, but I couldn’t place or receive any calls. Heading outside, I walked six blocks before my calls would go through. Some kind of cell phone black hole was centered right on my apartment. What a bummer, especially when you’re trying to order pizza without a landline.
So the next morning I went out for brunch beyond the boundary of the black hole. I called T-Mobile with a forkful of chilaquiles and expected to wait on hold. Much to my surprise, T-Mobile doesn’t make you wait. They take your number instead and call you back. Three minutes later, my phone rang. The girl on the other end was friendly, listened to my problem, apologized, and told me she’d send an engineer asap. She couldn’t promise a response before Wednesday due to New Years, so I crossed my fingers and hoped for the best.
Today my comatose phone gave a familiar chirp. T-Mobile had texted me this message:
An Engineer has reviewed your trouble ticket and a resolution has been found. Thank you for choosing T-Mobile.
After making a few calls and dancing around the room, I had to reflect on this. T-Mobile nailed this support experience from the beginning through the middle to the end.
1. I never had to stand in line
Waiting on hold sucks. T-Mobile knows it so they gave me another option and called me back.
2. The agent cared about my problem
The girl on the line was kind, attentive, and apologetic. She made me feel like it was their problem and their responsibility. Which is exactly what I want as a customer. She also promised an update by a specific date, which eased my uncertainty.
3. When the problem was fixed, I heard it from them first
I received a text message as soon as my service was restored. That little victory SMS taught me that when they have downtime in the future, I can trust they will work quickly and notify me when it’s fixed. It’s so frustrating to repeatedly pick up the phone every half hour to see if it works. Thanks to their communication, next time I can relax and wait for the good news.
Kudos to T-Mobile for the good example.