Stay on Top of Enterprise Technology Trends
Get updates impacting your industry from our GigaOm Research Community
If you’ve ever had the
good bad fortune to call a wireless carrier’s technical support you will find the following account all too familiar and sadly not atypical. I had to call T-Mobile’s tech support once a few months ago and it was an exercise in frustration, especially since T-Mobile had made an erroneous change to my network setup remotely. Sean of Community Group Therapy had a problem and T-Mobile tech support went above and beyond the call of duty to frustrate him to the point of running him off the network. He’s written a detailed account of how the T-Mobile tech support staff have a set of steps they must go through, even though it adds nothing to solving the customer’s problem. The saddest part of this saga is how after jumping through hoops the system and getting the problem escalated to "Advanced" tech support since he didn’t call them back (yet again) in a certain amount of time they automatically marked the ticket as resolved. I guess this keeps their open help tickets down to a manageable level, but it means the customer who has gone through multiple steps and spent what could easily be hours with the support staff on the phone must start over again. I feel your pain, Sean.
Supervisor: “I understand, what do you want me to do? You don’t reallyhave any other option here.” Me: “Don’t have an option? Hah. I candrop you as a service provider.” Supervisor: “Yes, you could dothat.” This was maybe the most depressing part of the call. Shereally didn’t care. And it was clearly not because she’s a badperson but because she has given up on her own employer. I actuallyfelt sorry for her. I couldn’t yell at her. I said goodbye.