I Spoke Too Soon...
After my initial positive experience with T-Mobile earlier this week concerning my cell tower outage, I've been soured to the entire experience. Here's the inside scoop...
When they first told me that the tower would be down for another two hours, it sounded reasonable, and I could surely understand that everything electronic needs to be serviced/upgraded/fixed or whatever they do to their equipment. The only problem is that the two hours came and went, and the service didn't return.
On my next 45 minute phone call to the service line on the next day, I graduated from the regular crew, to what they call "Tier Two" technical support. These folks told me that it would be up in three hours. All right, these were the "next level" folks, so they should know. They assured me that their engineers were working hard on the problem, and understood the hardship of having no mobile phone. While it was reassuring, long after three hours, I still was not connected. I powered off the phone and went to bed hoping that the engineers would be working through the night.
Well apparently they went to bed too. Or maybe they need to ship a part from Djibouti or Nepal or somewhere that FedEx doesn't deliver from. At any rate, today's folks, including the supervisor on service could only tell me that it is an open item, and that they were working on it, and gave me no estimate when it would be fixed.
I find this rather unacceptable. With the recent problems with my landline, I really need the mobile phone as a backup, and now it's not working at all from the house, and for several miles in any direction. The only consolation that the company will give is that will refund me $5 per day for each number that has no service. That hardly seems to compensate me for the 45 minutes (no exaggeration!) I've spent daily with them over the last three days troubleshooting their network and explaining my difficulties to the next person who is in another state.
At this point, I'm not sure what to do. I really don't wish to endure another three week outage like I did last summer. I'm paying for service that I'm not receiving. If this continues into next week, I think I'll insist that they let me out of my contract and try someone else. It really can't be worse than no service, no?
--Jonas
When they first told me that the tower would be down for another two hours, it sounded reasonable, and I could surely understand that everything electronic needs to be serviced/upgraded/fixed or whatever they do to their equipment. The only problem is that the two hours came and went, and the service didn't return.
On my next 45 minute phone call to the service line on the next day, I graduated from the regular crew, to what they call "Tier Two" technical support. These folks told me that it would be up in three hours. All right, these were the "next level" folks, so they should know. They assured me that their engineers were working hard on the problem, and understood the hardship of having no mobile phone. While it was reassuring, long after three hours, I still was not connected. I powered off the phone and went to bed hoping that the engineers would be working through the night.
Well apparently they went to bed too. Or maybe they need to ship a part from Djibouti or Nepal or somewhere that FedEx doesn't deliver from. At any rate, today's folks, including the supervisor on service could only tell me that it is an open item, and that they were working on it, and gave me no estimate when it would be fixed.
I find this rather unacceptable. With the recent problems with my landline, I really need the mobile phone as a backup, and now it's not working at all from the house, and for several miles in any direction. The only consolation that the company will give is that will refund me $5 per day for each number that has no service. That hardly seems to compensate me for the 45 minutes (no exaggeration!) I've spent daily with them over the last three days troubleshooting their network and explaining my difficulties to the next person who is in another state.
At this point, I'm not sure what to do. I really don't wish to endure another three week outage like I did last summer. I'm paying for service that I'm not receiving. If this continues into next week, I think I'll insist that they let me out of my contract and try someone else. It really can't be worse than no service, no?
--Jonas
posted by digitaldoc at 9:34 PM
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