T-Mobile: No Good Deed Goes Unpunished
I have a T-Mobile phone. Their web site has been slow to the point of unusability for the past week. I don’t know if the problem is on my end or on their end, but I have no problem reaching any other site on the Internet so I suspect that I’m ok.
After a week of trying to ignore their dead slow web site, I decide to be a good citizen and call T-Mobile customer support to report it. The first CSR puts me on hold and sends me to tech support. The tech support CSR puts me on hold and sends me to wireless data support. The wireless data CSR says the web site works fine for her. I say, just because it works for you doesn’t mean it works for me. She puts me on hold to talk to her supervisor. After a couple of minutes, she says they have verified that there is nothing wrong with the web site. I say, great, it’s still broken here so please take this data and forward it to the appropriate person. She tries to convince me that nothing is wrong and this is all my fault. I say, just take the data and escalate it to the right people. She says, I’ll ask my supervisor. Fine, I say, and hang up.
I know that the CSR is measured on his or her ability to get me off the phone as fast as possible. But maybe they should measure how they just pissed me off for trying to help them.