We’ve been having problems with T-Mobile and their Blackberry services for months. Every time it sent and email to one of our handsets, it bounced back to tell the sender it hadn’t arrived.
Helpful stuff – particularly as it did arrive and we had people ringing and complaining and all sorts.
We rang T-Mobile on loads of occasions and no-one seemed to want to own the problem and get it sorted.
Finally, I rang to give them one last chance or we were going to shift contractors and then we spoke to Jean.
She took control, involved her techy helper Jason in the problem and was simply brilliant. She promised to call me back five minutes later and then did. She said she thought she had an idea what was causing the issue and would be back to me shortly. Sure enough, she rang back to confirm that it was now mended. It turned out to be something very simple at their end, but no-one else had looked in the right place.
She even said she would call back the next day to ensure the problem had been resolved. Guess what, she did at exactly the time she agreed.
So I thought I would write to their press office telling them they had a star in their team and they should praise her and shout about her from the rooftops.
They sent me back an email almost immediately letting me now they were dealing with it and would be back in touch within 12 hours.
And guess what?
They haven’t been. And its now 42 hours later.
Poor old Jean. She is trying to turn around an underperforming brand single handedly and no-one else seems to be backing her up.
Remember, just ONE bad brand experience will taint your customers view of you – potentially forever.