Fax: 1-813-351-4100
Attention: Robert Dotson, Leader and Ceo
Re: 206-334-5200
Account: Tsukada, Lourdes
Mr. Dotson,
I'm a person of T Mobile and also have been since 2001. I'd prefer to provide for your interest an event that we experienced and am sadly permanently influenced and ruined using the results of an 8.5 time evening, with many degrees of Customer Support Divisions, Splash/PDA Divisions ALSO IT Divisions. The outcome for me personally is: whole eliminate of back-up supplies on my Dell, Inspiron 1501, Notebook on connections and diary info. Along with this, my T Mobile Splash was suffering from complete erasing of my diary (i.E. Important business appointments, physician appointments) and out of the complete contact listing of 284,150 connections were “wiped out/erased” from my PDA.
I'd prefer to clarify how this occurred and also the encounter I experienced using the T Mobile organization on Feb 4th from 9 am till 4:13 pm (non-stop incidentally) using the consequence of “erased information” mentioned previously.
Issue I had been attempting to solve: my T Mobile mobile phone have been put up with might work IT Division therefore the Community/Change server might obtain any entries produced from my PDA, trade Perspective records, and house Notebook entries on Perspective (upon synchronization – that was instantly happening during the day). The house Notebook synchronization happened only if I had been “connected” using the trade function host which means this was done personally by me each morning on my notebook.
Another bit: the reason behind selecting the T Mobile Splash was the power of the phone to produce the main element info and maintain it inside the telephone/pc/notebook. It was recommended by my organization. I needed a Rim, they suggested the T Mobile Splash. The system was bought with this specific in your mind: all records could be installing instantly unto the PDA. These details was established by me when I spoke to Customer Support online and via the phone at 1 800-937-8997.
Upon our organization filing bankruptcy, bank, our trade community host was stopped. 3 days before, I observed my emails weren't installing or were reminders on visits working correctly. Therefore, I approached the Client Service Division from my land-line, house quantity of 425-424-0370, recently, the only real evening I'd the day free.
The phone calls began at 9 am and finished as a whole catastrophe at4:13pm.
Overview with facts:
I began the procedure having a Customer Support consultant from the title of Steven. Steven, moved me to Rob within the PDA Division. Rob discovered I had been presently spending $29.99 and recommended me of the new strategy modification which recently happened and altered my new regular cost right down to $19.99. It was really good economically for me personally and so I was pleased with this change.
I proceeded to describe the specific situation to Rob and we began using the procedure for “fixing” my issue. I had been requested to gain access to my Windows Mobile middle. The next directions were supplied and that I adopted them as directed:
1. I had been requested to visit the selection
2. Remove the relationship (current about the system and notebook)
3. Requested for connecting the wire from Notebook to Splash device
Outcome: nothing, it didn't function. Rob subsequently asked me to put on while he related me towards the IT Division. Next, I had been disconnected whilst in the procedure for removal of the host exchange….
I once again named your Customer Support point 1 800-937-8997. This time around I talked having an individual from the name of Isac or Isic (sorry for almost any misspelling of his title). To be able to defeat any info and sometimes even move me or visit the next phase, I had been requested once again these concerns by him and again an offer to determine if your quality might be attained by him. Listed here are the concerns since I'm today instruction and also have been educated about the reactions required for the “ascertain” of the customer’s information:
1. cell phone number
2. Lastname
3. First-name
4. Last 4 numbers from SS# and that I might correct all of them to request flag number because it was a procedure Rob described have been set up today at T Mobile. I'd note this towards the fresh person plus they might recognize it was accurate
5. Questioned exactly what the issue was so that they might see when they may help
6. The issue (summary) was described and also the whole procedure
Sadly, none of the discussions just before Isac, have been joined as records in my consideration or reference to preceding phone calls with Steven and Rob.
Isac, after having me again clarify again the issue, mentioned he'd have to move me towards the PDA Division. Again, I had been positioned on store and when more the disconnecting happened in the division.
Notation: My house amount operates good and also the disconnecting wasn't via my property line…. Since for that remaining evening, I had been speaking back & forth with numerous divisions.
I once again dialed your Customer Support Division 1 800-937-8997. This time around, I'm requesting identification#s and so I might monitor the telephone calls, to whom I talked with and become ready to supply details in a later day using the encounter I'd succumbed to, by “lack of support or knowledge”.
The person I today talked with was Regina ID#10251371. Again I had been asked questions 1-6 (mentioned previously) and again, Regina had me feel the whole procedure in the Portable Device Middle to determine exactly the same: nothing resolved and beyond her understanding. She subsequently mentioned it wasn't At-Mobile issue, it had been the manufacturer’s problem and he or she couldn't do something about that. She subsequently mentioned she'd move me towards the producer of the PDA. I required a phone number and so I might contact them straight if the point be disconnected. Regina supplied me using the telephone number 1-877-255-2377.
Upon linking for this division and Regina departing the phone point, I talked using a Bob. He was amazed at my being used in Rim simply because they weren't the producers of the HT device (T Mobile Splash). He agreed to aid me in finding any info (i.E. Phone number, site, etc.) however couldn't discover any published on the web.
Chris was kind enough to provide to get hold of T Mobile herself and clarify the issue and just how I'd been additionally used in the incorrect phone number and organization. He acquired a live individual from the title of Brittany, who consequently moved me to some Tiffany ID# 0732319. Questions 1-6 were asked once again. At this time, I had been wondering everybody due to their titles and identification#s thus once again, I really could keep an eye on all people influencing my PDA and notebook.
She after reading the records on my consideration and after reading all my answers once more, wasn't ready to help me and requested for me to put on (once more) to become used in somebody who might aid me.
I'm was today talking to a Technology from the title of Sophia ID#0955010. Who again requested the issues 1-6. Again, I had been requested to-go through the Portable Device Middle and also the relationship was erased once more and also the remaining procedure adopted once more. The process was defeated and a myriad of issues are now actually happening using the synching process. I had been again requested to put on to get a move to a different division and person with understanding to examine my issue and supply an answer. Again, I had been disconnected.
I again named your Customer Support Division, 1 800-937-8997. Again asked questions 1-6 that have been responded having a disgruntle from me since I have was fed up with this confirmation needing to take place for that move from Customer Support towards the PDA Division to occur. Fortunately, I acquired used in the division this time around with no incidents.
I now was talking to Phillip ID#1220211 around 12:30pm today. He strolled through the whole procedure for Portable Device Middle procedure for “synching” using the PDA and all actions essential for this to occur. Mistakes happened again…. He subsequently questioned what edition of the PDA program the system had and upon confirming it had been version 5.0, requested me to begin throughout since 6.0 was the edition he was acquainted with and works better with Landscape. Again, we began the procedure from begin to complete. This time around, the e-mails saved however we nevertheless had issues with my Diary not upgrading. Yet again we restarted the whole procedure once again. We submitted the 6.0 and restarted again.By this time around, it's near to 3:00pmapproximately.
Phillip went into clarification the change host was a requesting for that change machine code since the change host was “inputted” in my own Perspective. He proceeded to exhibit me where and directed me how which must be completed. I removed the Microsoft exchange machine and so I wouldn't get requested once again any accounts or every other data required so we're able to proceed to the amount required for my Splash device. The synchronization was happening and was sluggish along the way so we decided he'd hang-up and contact me back within 20 to half an hourapproximately.
Directly after we disconnected one another, I joined into my Perspective consideration and so I might evaluate all my emails and react to them until our next phone conversation. This really is AFTER I FOUND all my emails included using the Microsoft trade file, in my own mailbox, which have been saved and endured in my own notebook store, had vanished and my connections which have been updated going back 24 months had vanished aswell. The only real current data was my connections from many years before and those existent just before three years ago…NONE of my present records, visits, and connections existed in my repository/notebook.
Obviously since you may comprehend, I dropped it. I had been a basket-case since I have counted 100% on my PDA and my notebook repository as my “MEMORY”. I really could not confirm any info on the PDA because it was “synching” with my PDA. I had been panicking now: imagine if I dropped all the info and all the missing info was moving now to my PDA via the synch and that I was dropping all this data aswell. I had been ruined, panicky, ruined and completely hysterical at this time. Our company depends 100% on visits documented when I am a bank AND THAT I possess a small company concentrating on customer relationships!!!
I waited patiently for Phillip’s phone and was awaiting the sync to complete. Upon the sync completing, I double-checked my PDA and luckily for me personally, all of the preceding info nevertheless existed in my PDA the info was non existent on my notebook. Of the I had been significantly treated since I have still had use of “my mini memory” and may maintain all my obligations and had all my total contact info and database “SOMEWHERE”.
Phillip called again and that I allow him understand of my issue. He was really apologetic and agreed to move me to a different level of another Division of IT to resolve my issue. I truly wasn't assured at this time however respected once again T Mobile might understand what to complete.
I had been now used in Marcel – who mentioned he was in the 3rd degree of IT divisions of T Mobile in Kirkland/Redmond (I can't remember which of both places). He also mentioned, upon my seeking this, he didn't have an identification# because the 3rd degree IT didn't have these, however stated his expansion was 14137.
I again responded to concerns 1- 6. I should state, Mr. Dotson, I'm today asking any procedures anybody worker is requesting me to complete which likewise annoyed Marcel aswell. I described the risk of the point-of ANY ERASING of info since my PDA today was THE ONLY REAL supply of info for my company and my connections – alone who today had stayed unchanged. He reassured me after my cautioning him 6 OCCASIONS and that I didn't apologize for this, he better understand what he was performing and that I was likewise sorry for asking him but I'd today invested the whole evening with numerous people and summary: completely messed-up notebook, Verizon e-mails not working correctly and my PDA the only real supply of correct data for this.
I had been really ADAMENT in asking his ability and his showing me the info from my PDA wouldn't be changed or influenced. The PDA was THE ONLY REAL supply of data that we required like a Bank and again for my company. He assured me many times, he understood what he was doing. He was only a little miffed by my questioning his ability….
We again connected the wires and when again began the procedure of “synch”. I had been currently double-checking anything and at-one stage observed my diary about the notebook altering. I had been surprised by this and informed Marcel. He assured me it was great.
Upon the synchronization, I had been requested to check out the PDA for info saved for both Notebook and also the PDA.
ALL THE DIARY INFORMATON HAVE BEEN REMOVED!!! I took off the wire but still wasn't over time to prevent the removal of 150 new contact records I'd previously-entered on my PDA. WHICH HAD BEEN THERE BEFORE!!! I had been now angry and informed Marcel that I came across it undesirable and was ruined and had clearly described the effects of any mistakes and he'd assured me earlier, he understood what he was doing. Today he'd the audacity to convey it had been not his problem!
He desired to move me to a different consultant and that I stated I'd invested the whole evening with T Mobile repetitions, lost visits, lost cash nowadays and today had another visit I had been not lacking: a romantic date with my spouse at 5pm for that Sonics game. He explained easily couldn't remain he might have somebody contact me. I mentioned I needed anyone to contact me again tomorrow, February 5th, at 7am. This could function as only moment I'd be accessible.
Marcel again mentioned it had been not his problem and we ought to not have chosen to revise the contacts…within the Mobile Device Heart. He explained he was attempting to assist me but I today wasn't readily available for the issue to become set. Mr. Dotson, I struck the top!!! I required for somebody who understood the things they were performing to please contact me back nowadays, at 7am. And hung-up after an reassurance from Marcel that somebody might without crash, contact me back tomorrow, at 7am even when another supervisor on change.
Mr. Dotson, even though Sonics dropped from the Chicago Bulls, this “break” within the 8.5 hoursapproximately with T Mobile and devastating result was precisely what I required right now. I apologize easily couldn't remain any more about the phone BUT to be honest I had been DEVASTATED using the outcomes!
Today, February 5, no body from that division has named me back which is 9:40 am. I did so spot a mobile call again at 7:15am, with Customer Support Division at 1 800-937-8997. I talked having a Tisha ID#891221130. I had been requested once again to supply solutions to concerns 1-6 otherwise she couldn't support me. I had been annoyed and required to talk to a stage. Again, Tisha mentioned she required issues 1-6 responded. She just recognized 1-5 and fixed me the flag variety wasn't an option or issue they requested which the 4 last numbers of the SS# were required. I retrained her, after supplying the 4 numbers of my SS# and was ultimately used in the ground Boss, Rachel ID#1120204 in Arizona Callcenter.
Rachel was tremendous supportive and guaranteed to supply aid via her Ground Supervisor and he or she might individually place in my request a to talk to me and might contact me back having a title & ID# of the person who'd contact me back and attempt to aid me to find, when possible, options for that clutter T Mobile Divisions had produced. She named me 20 minutes later and supplied the title of the Ground Supervisor in Tx Callcenter: Silvery – she didn't have an identification# since had neglected to request. She apologized for this. She was also form enough to supply a fax and e-mail for that HQ as well as your title whilst the “top dog”.
Meanwhile, via the web, I looked for all the Executive Officials titles, which means this notice and also the encounter and disastrous outcomes, could be delivered to the interest of somebody with “power” to repair, apologize, fireplace, something which may prevent this kind of inadequacy and damage of additional clients’ info from occurring again.
The info is dropped completely on my PDA and on my notebook. ANYTHING continues to be removed from my PDA and that I am reluctant today on performing ANY KIND OF sync about the PDA or even the notebook.
In case you have any options, I'm significantly more than pleased to hear since I have have dropped anything – there's nothing else to get rid of.
Our customers, my company, my revenue continues to be influenced in ways that will be unforgivable and it has had and certainly will influence my income and customer connection and my being to cal back clients once the contact info continues to be completely removed from both sources for that next who understands, weeks!
I'm in a reduction for words…. Outside of the notice. I've been having main issues with T Mobile these last 24 months but this event = the toughest in my own whole enterprise profession (two decades)!!
I anticipate an answer from you as well as your organization. I also anticipate any promises which might exist……….
Truly,
Lourdes Tsukada
Cc:
Cole Brodman (Chief Technology and Development Official); Mark Kirkpatrick (Executive Vicepresident and Chief Financial Officer); Dave Miller (Senior Vice President and General Advice); Susan Nokes (Main Client and Procedures Officer); Neville Ray (Senior Vice President, Executive Procedures); Manuel Sousa (Senior Vice President and Main People Policeman); Rob Strickland (Senior Vice President and Chief Information Officer)
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