Starting on June 25th, callers to my cell phone reached a recording
stating that my phone was no longer in service. My billing is current
and I could still make outgoing calls, but as a small business guy,
this is not a helpful message. Lost calls means lost business and even
worse, suggesting to my callers that my service has been disconnected
is embarrassing and damaging to the perceptions others have of me.
Despite repeated calls to T-Mobile's customer service department and a
visit to a T-Mobile store where my phone was subjected to various
diagnostics, the problem has persisted -- even though I was told
repeatedly that it was fixed. One of the reps there, however, did let
it slip that hundreds of Angelenos had experienced similar problems
over the past few days. The core of my concern is that outgoing
message saying my service has been terminated. One way to fix that
would be to switch immediately to another carrier -- but T-Mobile
would then charge me a $200 early termination fee. Since that is
probably a lot less than the business I have lost the last couple of
days, I asked T Mobile to waive that fee. The company refused. I also
asked if they could somehow change the message that callers were
receiving that stated my phone was out of service. I was told this was
not possible. I asked to have my phone replaced and and was told the
problem is probably associated with my network and replacing the phone
may not solve it. The first customer rep I asked about this told me
the problem was too complex to explain but it may be due to faulty
interaction between my SIM card, phone and the network. "So replace
my phone," I pleaded. "Your phone works now," he explained, So we
can't replace it." (That guy's name is Patrick -- they don't give out
last names. May he burn in hell.) Of course, the problem was not
fixed. Ultimately another service rep agreed to send me a replacement
phone -- but that will take days and callers continue to get the
message suggesting I can't pay my bill and even then there is no
certainty the problem will be solved.
Damage Done?
Hard to say. I know I missed calls from one organization that was at
least persistent enough to send me an e-mail. I know for certain I
missed an opportunity that would have netted me a few hundred dollars.
I know I did not get a half dozen or so calls I was expecting.
However, the biggest damage is creating the perception that I can't
even afford to pay my bills. I may never know what that has cost me.
T-Mobile offered me a $10.00 credit.
..stupid hurricane katrina..