T-Mobile

T-Mobile floors loyal customer with amazing service recovery

October 11, 2010

Earlier this year I had a lengthy interaction with my mobile phone company. After too many conversations I finally got the best price I could on a new phone. I was pleased! But my pleasure didn’t last long. Because there was one, tiny little problem. My new phone sucked. Sorry for the course language but [...]

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T-Mobile vs. the customer: Round five (the wrap-up)

February 16, 2010

This is the final post in a short series that describes my recent experience as a T-Mobile customer. The situation started with my goal of upgrading my phone to a newer model but at a price that was no more than what a new customer would pay. Since I have been a loyal customer for [...]

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T-Mobile vs. the customer: Round four (getting stood-up)

February 15, 2010

This is the fourth in a series of articles that detail my recent experience as a T-Mobile customer. As an 8 year customer, my goal is to upgrade my phone without paying more than a new customer would pay for the same phone.  You can see the prior article here. Round three ended with an [...]

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T-Mobile vs. the customer: Round three (the foul-up)

February 12, 2010

This is the third in a short series of posts detailing my experience as a T-Mobile customer. My goal was to upgrade my phone without paying more than a new customer would. (Since I’ve been a T-Mobile customer for 8 years, it only seems fair.)  You can read round two here. Round one was fast [...]

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T-Mobile vs. the customer: Round two (the change-up)

February 11, 2010

This is second in a miniseries describing my experience with T-Mobile as I try to upgrade my phone without paying more than a new customer would. You can read Round one here. Round one took place entirely on the Internet. And it went well. Round two brought us back into the real world, in more [...]

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T-Mobile vs. the customer: Round one (the setup)

February 10, 2010

I have read that customer churn in the wireless telecom industry ranges from 10% to 67% with an accepted industry average of 35%. If this is true then the average cell phone customer stays less than three years with their carrier.  The same source says wireless carriers have new customer acquisition costs of $300 to [...]

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T-Mobile continues to dominate in customer service

September 30, 2009

Hot off the presses today is a brief note from our friends at dslreports.com. They tell us T-Mobile remains the customer service champion of the big wireless carriers.  On the other hand, AT&T didn’t do so well. “Our in-store experience left us with one question out of three unanswered and we were shocked that one [...]

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