T-Mobile / poor assistance from the president's office
Attention: Robert Dotson, President and Chief Executive Officer
Account: Tsukada, Lourdes
Date: August 12th, 2008
Dear Mr. Dotson,
Mr. Dotson, I would like to express my frustration and now really unhappy experience with T-Mobile. Ali Young sent the UPS package, Wing phone, to my home address.
Today, UPS came to my home to deliver the package. Unfortunately, I was not home. An InfoNotice was placed on my home and the tag was indicated the package was to be signed in person for the delivery of the package. The tag indicated another delivery would be attempted on Wednesday. Unfortunately, I will not be home that day as I will be at various physical therapy sessions during the day and will be returning home later in the evening.
Upon contacting UPS to advise them of my absence again on Wednesday for their delivery, I asked if I could sign the InfoNotice and leave it for the UPS delivery person to authorize the package to be left on my steps, residential home.
UPS stated it was the sender, T-Mobile, who had explicitly requested the package had to be signed for and delivered in person. I asked if it could be delivered another day, the answer was no and the package, from that point on, had to be picked up in person at their UPS HQ office in Redmond (14.25 miles from Lynnwood (my home) – 26 or 30 minutes away if no traffic present). I have refused to do this and spend one more dime on “fixing of my problems” in a very disappointing delivery of service and time and money is to be put forth by me. Your office will be receiving the package back. As I have no other way of signing for it due to lack of “person to sign” at my residence and yes, my refusal to spend any additional monies on something which should not be accrued on my part….rather THIS should be an expense made in good faith y T-Mobile an part of a to be provided to a loyal customer.
Mr. Dotson, now I ask you: is my request of having the cell phone delivered to my residence, without having to spend time and gasoline, unreasonable? After having spent hours of poor customer service, poor knowledge at the LEVEL II, costly cell phones purchased to keep the functionality of communication flows, erasing of data from my phone, screwing up my personal time and all the appointments I had just arranged on my cell with my physical therapists, my having to reconstruct everything with the PT offices. This was additional hours spent and the most frustrating and worst experience I have undergone these last couple of days with T-Mobile.
I did leave a message with Ali Young’s voicemail which really, really expressed my dissatisfaction and disappointment with T-Mobile. I do not apologize this time for this last incident.
Prior to this arrangement, on August 5th, Ali Young during our conversation, I had also requested Ali to put all of the options she, was offering on behalf of T-Mobile, to be put in writing so I may know exactly and be able to “see” and utilize to confirm the compensation for these endless hours of nightmares in writing. She agreed over the telephone on August 5th and also agreed to send them to my email address. As of today, August 12th, no email has been sent. Perhaps the wrong email was utilized. I would like to confirm in writing my email address: firstname.lastname@example.org.
Currently, I am using a “good as new” T-Mobile Dash a couple of weeks ago (which in the industry is commonly referred to as “refurbished”) which does not work and the Wing was to be a replacement. I still have in my possession a defective T-Mobile Dash: I am losing the promptness on the email delivery, calls, and appointments and contacts (previously entered and now erased). I have to still take out the SIM card or the battery 3 times a day because these messages are popping up:
1. SIM Card is missing or is not valid. You can still make emergency call if your service provider supports it
2. The remote party has ended this connection
Mind you the cable has been bought and replaced, the battery has been bought and replaced and the SIM card has been exchanged at the retail store and replaced with a new one.
I left a message with Ali Young’s voicemail which really, really expressed my dissatisfaction and disappointment with T-Mobile.
Mr. Dotson, I am beginning to feel the manners in which your clients are treated by T-Mobile are not as important to you as I had once thought. Especially with loyal customers whom have used your company since 2002.
I am bringing this to your attention because this has been the last straw which has finally "broken the camel’s back" and the perception is: this is exactly what you wanted. Well this has been achieved.
Should this not have been your intent, please have Ali Young contact me and also confirm in writing via email (i.e. email@example.com) so she is making clear what the company is offering and the conditions of the package being sent so arrangements may be made.
I would appreciate your cooperation in resolving this manner and indicating a follow through on the service and commitment T-Mobile advertises on TV and in their ads for their customers.
CC: Cole Brodman (Chief Technology and Innovation Officer); Brian Kirkpatrick(Executive Vice President and Chief Financial Officer); Dave Miller (Senior Vice President and General Counsel); Susan Nokes (Chief Customer and Operations Officer); Neville Ray (Senior Vice President, Engineering Operations); Manuel Sousa (Senior Vice President and Chief People Officer); Rob Strickland (Senior Vice President and Chief Information Officer)
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