"We Don't Stay in Business by Doing The Right Thing."
This was a quote I got from a Stuart Fox, Executive Customer Relations Specialist in the Office of the President of T-Mobile. But that is getting ahead of ourselves...
We left T-Mobile around January because their cell towers are weak sauce here in St. George. My phone number's account with them was automatically closed because I moved my number to my new service. My Wife's was changed with the new service, so, without knowing it, it was left open with T-Mobile. Our fault. 100%.
My Wife calls and gets the final amount we owe and was told in an email that the charge would be pro-rated so that we wouldn't have to pay the full amount. Ok. Thanks.
After payment, and notification of closure of the account on the 22nd of March, we recieve another bill for the month of April. WTF?
My Wife decides it is time to get mean and asks me to get involved. (In case you were unawares, my Wife does have a bad side.... it's me.) I use a wonderful trick that I learned from MAC G, and do an Internet search for the name of the President of T-Mobile. Easy enough.
Hello Mr. Fancy Pants, his name is Robert Dotson. So using MAC G's tactic, I send my nasty, angry email to all different versions of this wahoo's name. And all but 2 bounce back. HAHA! I got him. I go to bed dreaming of the nasty response (or positive, there is always hope) that I will get the next day. I go to work and during work I get a call from Mr. Dotson's guard dog, Stuart Fox. He goes on to explain that my account was closed on the 22nd, two days after my billing cycle, so they charged us for the whole month. What about the pro-rated part from the other CS Technician? Nope. Tough luck.
We have a pretty heated conversation when he blurts out, "We Don't Stay in Business by Doing The Right Thing."
I hung up.
So there it is, people. The truth that we have always known, and was never spoken became a reality. Stu broke the mold and admitted that we are nothing more than pennies lost.
Here are the email addresses of T-Mobile's Heirarchy:
Robert Dotson, President of T-Mobile: robert.dotson@t-mobile.com and rdotson@t-mobile.com
Stuart Fox, Executive Customer Relations Specialist: ExecutiveResponse@T-Mobile.com
Thank you MAC G, for giving me the idea, and allowing me a small victory.
Stu and Bob... well, only one thing left to say to you: ,,|,,
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8 comments:
That's great that you were able to find them but unfortunate that it didn't really bring any result. Good job anyway.
Pssh.. can't win all the time. I was just glad I got through to the President, and didn't have to deal with the CS agents who kept giving us the runaround.
Might I also add that not only do they not staying in business by doing what's right. They stay in business by LYING.
We were told by a customer service agent that if we canceled our account our final bill would be pro-rated. Yet, when they delayed canceling our account by asking us for the same information at least twice, it inconveniently went past our monthly date and we were charged for a whole month. Just one of many lies.
Certainly seems like a different mission statement to me.
Maybe you were just pennies. I'm a few pennies more. Thanks to you, I've just e-mailed the Pres. over my own problem and I'll be closing my T-Mobile account.
Let's hope we go viral with this. What an attitude! And though we won't bring down T-Mobile, Stu's going to have some bad days! I told Mr. Dotson about Stu's comments and said I've never heard of such arrogance coming from a company, that I e-mailed him directly since his customer service dept. is obviously broken!
T-Mobile is a fraud company. Just Google "T-Mobile billing error" and over 700,000 listings show up.
Stay away from them. Visit: http://www.t-mobilefraud.com
T-Mobile begged me to stay as a customer. I didn't. And I asked them for what was due them. But even as I had a check on my desk ready to go out (lacking a stamp), I started getting harrassing 'phone calls -- evidently some $ 40 was nine days overdue. That, despite my having indicated on the 'phone that I was willing to pay. T-Mobile clear does not give a damn about what people think of the firm -- and their flack, Stuart Fox, seems to think that harrassing people is perfectly fine.
I'll pay T-Mobile what's legitimately due, but in small amounts so their processing costs are high.
Oh my God. I thought I was the only one who had problem with "Stuart from customer relations"!
He's by far the rudest person I've EVER spoken to..
He's awful.
T-Mobile president, PLEASE FIRE STUART.
I complained about something very minor, and Stuart from customer relations called me with the nastiest attitude from the begining of our phone call. I ended up hanging up on him, but something tells me that he's gotten used to that.
Funny thing is, I would have remained a customer if Stuart hadn't call me.
I'm a journalist currently writing an article about the impact of bad customer service experiences. While working on my assignment, I began thinking about terrible customer service experiences I've had in the past and the impact they've had on me. Thankfully, they are usually positive, but the ONE that stands out the most is my phone call with T-Mobile...which ultimately lead to me canceling my service for good. After going up the food chain, who did I speak with? Stuart Fox as well! This was around 2007, and almost TEN years later I STILL remember his name. That tells a lot about how the phone call went and the brand damage it caused to the consumer. I have never experienced an attitude or treatment like I did from Stuart Fox, and he made the EXACT same statement to me "We don't stay in business by doing the right thing". I'll never forget it, as it was SO incredibly bizarre, and said all I needed to know about Tmobile and the company as a whole. The entire call was a nightmare, over an incredibly simple issue. (I was put in touch with him to begin with due to the fact somehow all my customer records/details were missing from their system after ordering a new phone). How someone could be representing the company on a corporate/executive level and display the level of unprofessionalism he did made me realize it was time to say goodbye to Tmobile (even though they had great reception/cell service!) and move on. After all these years I've never forgotten the name Stuart Fox or his behavior. I'm moved multiple times since then and have had to switch cell providers- I never went back to Tmobile, and never, ever will-- because of Stuart Fox. What a terrible representative of the company as a whole. It's wild to see how many others have had carbon copies of the same experience. This is a man, in my opinion, who should not be in any position with "customer" or "service" in the title....never mind both!
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