T-Mobile Customer Relations
PO Box 37380
Albuquerque, NM 87176-7380
Fax: (813) 353-6545
To Whom It May Concern:
My name is removed and my account number is removed. I am writing you because of a recent experience with your customer care center over the phone. I have had an account in good standing with T-Mobile (Voicestream when I signed up) for more than 4 years with a number of lines on my account. Recently a small amount of chaos (porting a number over from SprintPCS to replace one of my existing lines of service) and it resulted in a billing error. I had originally had separate bills for each of my lines of service. Somehow when I changed the address on one of the accounts my service changed and so that all the accounts bills were being sent to each of the addresses listed on my account.
At this point I received a panicked call from one of the people who was living at the address one of the bills was going to – she had received a massive phone bill for more than $300 due to the fact that all of my lines of service were coming on the same bill. This is the point at which I called your customer service department to get things sorted out. I spent nearly 50 minutes on the phone, and talked to three people.
Amazingly however, at this point I am writing you not to complain, but instead to sing strong praises for a particular member of your staff. The first two people I talked to were polite, but unable to help me with my problem. I am not sure if it was a lack of understanding of what exactly I wanted, or if they simply were not experienced with your system, and the ways that accounts can be routed and billed. After speaking to the second person the ‘accounts activation department’ I was transferred to my third customer service representative in your ‘customer service department’.
This was a gentleman named Chris. His employee ID is removed. He patiently listed to my problem and made a guess as to how to fix it. He politely placed me on hold while he checked with his supervisor to ensure that he had found the proper solution, and then fixed my problem. Chris was an eloquent speaker, and by far the most polite and helpful customer service representative that I have ever spoken with at any organization. He then was able to process a payment for me, and give me the final balances of each of the separate bills.
I would like to say ‘Bravo’ for employing such highly trained and well spoken employees to interact with your customers. Being in the service industry it is a pleasure to speak to someone who acts in a professional manner, treats each caller with respect, and is able to communicate like a true businessman. It’s rare to see a company capable of providing the high quality service that T-Mobile does while maintaining positive relations with each of your customers. I hope that you are able to reward Chris for the excellent image that he has placed in my mind about your company.
Please do not hesitate to contact me if you need further information about my customer service experience.
Kind regards,
contact information removed
Bravo to T-Mobile for making my evening. For the one of the first times in my life I was prompted to "write a letter" which is now well on it's way to the proper people.
I'm now off to shoot the fundraiser for Carnevali. It should be pretty fun. Today was a long day and I'm tired so I'm grabbing an energy drink and heading out the door. Hopefully I'll manage to make my escape before teardown at 3am and get home to get some sleep.
