Monday, 8 June 2009


Here is an update on a post we made back in 2007. First the original post below;

This is priceless: because we now have a certain number of lines with T-mobile, we have been assigned our own "account manager".

But we can't get hold of this person (no direct line, and if they are unavailable, and presumably most of the time they will be on the phone to other customers given that that is their job, we have to leave a message. We have been waiting a day and a half for a call back so far), so we can't place an order for more lines.

Best of all, the ordinary people in the call centre are NOT ALLOWED TO HELP US. Only our account manager can now access our account. Last week (before we hit the magic number of lines which entitles us to this "improved" level of service) ordering a new line meant making a call, sending a confirmatory e-mail and handset would arrive the next day. Easy.

Now we have to wait for our "account manager" to call us back to carry out the trivial task of adding another line to our account. Just awesome.

I think it is only correct to say that the situation with T-Mobile has improved a great deal since the original post was made. The young lady who is our account manager has either been available or will call back within minutes and has been able to help whenever needed, because she knows the details of our account inside out.
Overall, we find this set up very efficient. Just thought it would only be fair to point this out as the original post did give them a fairly hard time.
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Oh Boy.
Call center executives then Account manager - I can very well understand how it feels when you've to get in touch with the call center people.
Anyways, great blog I must say. Love reading ya.

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