SoenkeM
05-27-2009, 07:23 AM
Mr.
Robert Dotson
t-mobile USA
I am totally aware that you as the CEO of t-mobile US have a lot of responsibilities, however I like to bring up a small case to your attention, which may hide a bigger problem inside your enterprise and of which you might not be aware.
Let me introduce myself shortly.
I am a German Officer, who has been ordered in January 2009 to serve as an Liaison officer with US Joint Forces Command in Norfolk, VA for at least 3 years.
Now the case
When I arrived on January 5th 09, almost my first steps brought me to T-Mobile in order to get a Mobile phone to call my family back in Germany as well as to establish a line of communication for my new position as a liaison officer.
At that time, I understood that I couldn’t get a 2 years contract, because of a missing credit history and having no SSN.
When I established my SSN, I called t-mobile costumer service and they told me for the first time, that they could offer me a 2 years contract only, when I would terminate my contract and then wait for 90 day to get a new contract. I denied this strange proposal, because I need my phone!
On 05/07/09 I went to my local dealership to find out, whether I could now qualify for a 2 years contract, because my family will move to the US in August , and now it starts:
The very competent local agent got the same ridiculous answer:
“Tell you client, that he shall terminate his current contract and wait for 90 days, then we can offer him a better contract”. Sir, Is this really t-mobile costumer care?
Small problems normally mask bigger problems, so for me it seems that at the time your costumer account department is more interested in having correct processes than in serving the customer.
Very respectfully
a very confused
Sönke Marahrens
I already sent you an email on May 7th 2009, but I have not got any answer until today!
Robert Dotson
t-mobile USA
I am totally aware that you as the CEO of t-mobile US have a lot of responsibilities, however I like to bring up a small case to your attention, which may hide a bigger problem inside your enterprise and of which you might not be aware.
Let me introduce myself shortly.
I am a German Officer, who has been ordered in January 2009 to serve as an Liaison officer with US Joint Forces Command in Norfolk, VA for at least 3 years.
Now the case
When I arrived on January 5th 09, almost my first steps brought me to T-Mobile in order to get a Mobile phone to call my family back in Germany as well as to establish a line of communication for my new position as a liaison officer.
At that time, I understood that I couldn’t get a 2 years contract, because of a missing credit history and having no SSN.
When I established my SSN, I called t-mobile costumer service and they told me for the first time, that they could offer me a 2 years contract only, when I would terminate my contract and then wait for 90 day to get a new contract. I denied this strange proposal, because I need my phone!
On 05/07/09 I went to my local dealership to find out, whether I could now qualify for a 2 years contract, because my family will move to the US in August , and now it starts:
The very competent local agent got the same ridiculous answer:
“Tell you client, that he shall terminate his current contract and wait for 90 days, then we can offer him a better contract”. Sir, Is this really t-mobile costumer care?
Small problems normally mask bigger problems, so for me it seems that at the time your costumer account department is more interested in having correct processes than in serving the customer.
Very respectfully
a very confused
Sönke Marahrens
I already sent you an email on May 7th 2009, but I have not got any answer until today!