UPDATE: T-Mobile Hotspot: Wham, Bam, But No Thanks

On Wednesday, ZDnet blogger David Berlind posted a call of his attempts to extract a refund from T-Mobile hotspot but it’s not until today that he found complete satisfaction.

Due to time issues and against his better judgment, Berlind tried to use T-mobile’s wifi at the airport. The wifi was happy to stay connected long enough to process his credit card, but immediately afterwards he couldn’t connect worth snuff. In retrieving his funds, he battled T-Mobile rep “Rudy” who was aggressive and rude in asserting the company’s lack of responsibility for what he insinuated was Berlind’s fault. Namely that Berlind obviously hadn’t read the several pages of terms and conditions. Eventually, Berlind was able to scrape out a free day of T-mobile hotspot service, but not an actual refund on his credit card.

Cornel Cunningham, T-Mobile’s senior manger of technical care, called Berlind in response to his post and offered a profuse apology in addition to a full refund. Cornel also issued a statement for Berlind to post on his blog. Score a victory for the consumer.

But not all is peaches…

Several commenters, and David himself, wonder if he would have been so successful without such a visible platform. One of them, “buffslayer,” even goes so far as to suggest the only ethical thing for David to do now is go back to T-mobile and ask for refunds for all the discussion thread participants who voiced T-mobile billing difficulties.

The sheer technical difficulty of this aside, to you, “buffslayer,” we say this: take inspiration in Martin Luther.

Forget the priests. You can reach customer service salvation yourselves.

The customer is in charge: T-Mobile issues an apology (and my money back)” [ZDnet] (Thanks to David C!)

Previously: T-Mobile Hotspot: Wham, Bam, But No Thanks


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  1. Ass_Cobra says:

    I had an experience this week trying to get a refund from T-Mobile. Long story short I signed up for their wifi service while I was staying in a hotel. I opted for the monthly as I was there for a week and it worked out to be cheaper than paying for it daily. At the end of my stay I canceled. Three months hence I had three additional charges to T-Mobile. I called to get the charges removed.

    They initially were unreceptive to this idea. Then lightning struck and I pulled out the hayseed card. I said “Ya know, I’ve been seeing a lot of this stuff on the news about AOL not really canceling people’s accounts, I wouldn’t be surprised if the person I canceled my account with did the same thing. Can’t really trust people with this darn internet and all.”. I also pointed out that just because I had canceled the hot spot it was not like I didn’t want t-mobile services at all, but if they didn’t refund the charges that would be the case. I was put on hold and after a short wait the CSR informed me that 2 of the 3 disputed month would be refunded. They were and I’m pleased with the outcome. Thank you AOL for making the whole customer relations business look bad and launching a thousand special training updates at call centers across the country cautioning employees not the become Vincent Ferrari’s next victim.