T-Mobile Happy Endings!

Last week, David complained about T-Mobile charging him double what he expected. When he phoned the cellphone company, they disputed the basis of his complaint, calling him a liar. We posted the story.

Then, Grahm Crow, a PR rep for Waggener Edstrom Worldwide, retained by T-Mobile, saw our post. He wrote in wanting to help. We put him in touch with David. Today, sweet, sweet, resolution.

David writes:

    “I want to thank you guys for helping me get my T-Mobile issue taken care of I was contacted today and told that they were giving me a credit for the full amount of the overage.

    I wish it hadn’t taken the amount of effort that it did, but I do appreciate that T-Mobile finally realized the best way to balance their interest and mine. ;) Thanks for the help and thanks to T-Mobile for coming around on this.”

The Consumerist, making dreams come true.

Waggener Edstrom Worldwide has several white papers with suggestions for companies and PR professionals on engaging blogs. Perhaps someone will be so kind as to forward them on to appropriate parties at Edelman.


Edit Your Comment

  1. homerjay says:

    That picture is fantastic!
    This little ol’ blog is becoming quite the powerhouse. You two should be proud. I’ll bet that gawker porn site doesn’t command this much respect!

  2. GenXCub says:

    I will admit to being the one who nicked that T-Mobile with Mr. T image from a site, and sending it to Ben, who masterfully used his Warez’d Photoshop to merge it with the T Mobile photo they’d been using… yes, I’m shameless :)

  3. BostonBum says:

    It’s funny though — a company’s PR firm can patrol the blogs, rush in, save the day, and appease the 0.001% of their disgruntled customers who actually vent on blogs. Meanwhile, the company as a whole continues to knowingly screw 99.999% of its other customers.

    Now, some of the blame goes on the vast majority for not being better consumers and finding some sort of outlet (attorney general, BBB, Help Me Hank!) to help them with sleazy companies, but the companies still don’t come out smelling like roses when it has to go this far for a customer to get help.

  4. GenXCub says:

    I think this is more about the fact that if they realize that people WILL post their bad experiences, it will eventually cost them more than it is making them. So I think your sentiment is correct BB, but I think the more this does happen the way we see it in the post, the faster the change in corporate culture will be.

  5. AcilletaM says:

    Wow, starting to get the feeling that it’s cool to get your PR firm’s name listed on this site.

  6. Mr. Gunn says:

    Edelman doesn’t know what they’ve gotten themselves into! I’m starting to get the feeling that Ben and Brownlee are going to end up on the sweet side of quite a few PR firms’ “generosity on behalf of their clients”.

    I’m proud of you guys! You’ve turned a humble litle blog into quite the powerful force. I know the caption contest is over with and everything, but can I call y’all the poor man’s mafia?

  7. chrisortuzar says:

    On June 20th, I made a trip to Chile. I activated a roaming service with T-Mobile. Representative told me and my wife that Incoming calls that I would receive while in Chile where free of roaming charges but every call (outgoing) that I would make while in Chile would be $1.99 per minute. No problem at all! My surprise was on my way back. My bill was reflecting $1,200 just for roaming charges, most of calls made from home or my wife to me.
    I explain this to T-Mobile and they said that $1.99 was for all calls while in roaming no matter if they were incoming or outgoing. After many tries with T-Mobile I took my case to FCC. T-Mobile gave me just $100.00 credit for inconvenience. That means still a blance of $1,100. I’m taking now my case to court. Not even a single letter from upper management, not nothing, just bills. They are saying if bill it’s not paid full My account would be cancelled and $400 for cancelation would be accrued. After 5 years being loyal customer and not having any problem with T-Mobile this is disrespectfull and totally abusive. I recomend to everybody not to get involved with T-mOBILE, it’s not the same company it used to be, honest and efficient. Please do not contract T-Mobile!!!!

  8. stomson58 says:

    I have had nothing but problems with T-Mobile and they do not do anything to help. My MDA has been in the store since Novemeber 6th and it still does not work with No resolution in site.
    They will have very little contact with me and I am at wits end.
    Here is a copy of there response.
    Dear Shelley Tomson,

    Thank you for taking the time to contact T-Mobile. My name is Mark, and I understand you would like compensation for all of the downtime you have had to experience with your MDA. I know how frustrating it can be when your PDA does not work as expected, and I will be happy to help you.

    First, I would like to apologize for any miscommunications that might have occurred. A trouble ticket no. 789313 has been raised regarding your MDA connection issue. There is no resolution to that ticket as yet, but please refer to that number to check on the status

    Shelley, to better assist you with your question about compensation, we have forwarded your concerns to our experts in Customer Care. You should receive a response shortly.

    If you have questions or concerns, feel free to reply to this email, or contact us by phone by dialing 1-800-937-8997 form a landline or 611 from your handset.

    Again Shelley, thank you for choosing T-Mobile and being a valued customer since June 2004. We appreciate your business. If you have questions or concerns remaining, please reply to this email with additional information, or contact us by phone by dialing 1-800-937-8997 or 611 send on your handset, and we will be happy to assist you.

    Did you know J.D. Power and associates has awarded T-Mobile-the bearers of the magenta carpet of service that we now extend to you-the Highest Ranked Wireless Customer Service Performance in 2006, for the third time in a row?

    With Regards,

    Rep ID #2743189
    Technical Care Specialist
    T-Mobile USA