Comments I e-mailed to T-Mobile / Voicestream

communication tools, technology

Here are some comments I sent to T-Mobile / Voicestream after using their service for a week with my Handspring Treo 180:

Hi there,

Unfortunately, you had no option for SUGGESTIONS AND COMMENTS, so… of course, my first suggestion is: please add this to your site. 🙂

I’ve had your service for less than a week, and I’ve already set aside a lot of time to test it out. Here are my thoughts so far:

GOOD STUFF:

– 24-hour customer service and little waiting on hold.
This is very useful, and much better than my service with Cingular 🙂

– Friendly customer service.
Your reps have gone out of their way to be helpful and nice.

– Generous allotment of text messaging.

– Free access to voicemail via landline.
Cingular made me pay extra for this!

– AOL IM access
This is really neat via SMS! Now if you could just get Yahoo to offer the same thing, that’d be especially cool… 🙂

– (Comparatively) reasonable intl. roaming rates
Cingular charged $2.99 and up per minute. Your charges start at 99 cents. Much better!

– 1 year contracts and cheap Treo 180
If I wanted a discounted Treo 180 from Cingular, I had to agree to a 2 year extension of my contract and still pay $299. You offered the same unit at $149 (after rebate) and only made me agree to a 1 year contract. That’s cool 🙂

BAD STUFF:

– Not always informed cs reps.
One of them told me there was “no way” for people to send me e-mail on my phone unless they wrote via your Web site!

– Very confusing and uninformative Web sites.
I know you’re in transition, but your knowledgebase is not very useful. Try searching for “e-mail” for instance 🙁 Also, you have a zillion FAQ’s seemingly answering exactly the same questions. Additionally, the whole concept of t-zones vs. GPRS access is still confusing to me, even though I’m a certifiable geek!

– Spotty SMS!
Last night, when I was depending upon SMS for my evening plans with friends, many messages were delayed for HOURS 🙁

– No network status on Web site
It is a pain for me AND your reps to require me to call in anytime I want to check on a problem / network status. Like with most ISP’s, you should list system problems on your Web site, or even via an automated voice prompt on 611.

– Voicemail indicator
Why do I get an SMS and not a voicemail indicator icon when I have voicemail? This isn’t good 🙁

*** – Voice downtime
This afternoon, two of my friends tried to call me but got only busy signals, not even an informative error message or my voicemail! This is really awful when I expect to get “Unlimited Weekends” and I can’t even be reached! 🙁

– No way to check SMS allotment online
I’d like to learn how many messages I’ve sent and received in a month without calling a rep.

– No free evening minutes
Every other carrier offers free weekend AND night minutes… and it’d be nice if you did the same… even if I had to wait until after 9pm at night.

* * *

Thanks for taking these comments into consideration 🙂

Regards,
Adam
[my cell number here]

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