I've been having intermittent 3G problems for the last few weeks and finally had time to web chat with Tmobile about it. This is an exchange around 5:30pm EST today.
Please wait while we find an agent to assist you...
You have been connected to _Francisco M.
ME: I live in Bethesda, MD, USA, zip code 20814. My 3G connection lately often does not work since I upgraded my touch 3g slide to the latest radio firmware, 7.15.35.16 I was a few miles away from home all morning today using the 3G heavily for hours and it was fine. I believe there is a problem with tmobiles network local to 20814.
_Francisco M: Hi James , welcome to T-Mobile live Chat. I’m _Francisco and I will be happy to assist you. Please give me a moment to review your question.
ME: Hi Francisco, thank you.
_Francisco M: One moment.
_Francisco M: Can I have the address to check for outages?
ME: yes, I am at ***
_Francisco M: Thank you.
_Francisco M: One moment.
_Francisco M: Is that ***?
ME: yes
_Francisco M: Okay.
_Francisco M: I see an outage 3 miles away that could be causing your issue.
ME: oh ok, would the effect of that outtage be intermittent connectivity? or no connectivity at all?
_Francisco M: It could be either.
ME: ok. is it an outage with a tower or some network equipment? I ask because I doubt my phone is connecting to a tower 3 miles away.
_Francisco M: The phone is connecting to it, we dont have a tower every mile.
ME: ok, is there an ETR for that issue?
_Francisco M: At the moment, we do not have any estimated time of resolution for this issue.
ME: hm, ok. Could I get a credit on my account then since I'm not getting the service I'm paying for?
_Francisco M: I would advise contacting customer care when the issue is resolved for that.
ME: How will I know when the issue is resolved? Will someone contact me since I've reported it?
_Francisco M: When your service starts working.
ME: I'm not satisfied with that response.
_Francisco M: What do you mean?
ME: It isn't customer friendly at all. Tmobile has no ETR for an outage that is affecting me and _ I _ am supposed to follow up them to credit my account when it's clear I'm affected? That is piss poor customer service.
_Francisco M: Unfortunately, that is what must be done.
ME: I understand you may not be in a position to do more, could you refer to me to someone who may be able to handle it for me?
_Francisco M: We need to wait until the issue is resolved. We don't have an estimated time because it is an unexpected outage.
ME: ok, could I have the issue id or ticket number associated with the outage?
_Francisco M: Let me see if they have one there.
_Francisco M: They don't have a ticket number since the engineers are working on this.
ME: That doesn't make sense to me. The engineers work isn't being tracked by a ticket? That means no work at all is being done.
_Francisco M: They update the status on our network.
ME: The status of what? I'm asking these questions because I need something I can tell the TMO CS to reference when I call in again to have my account credited.
_Francisco M: The status of the outage. They can see it by tracking your address.
ME: But they won't see it once it's resolved, correct? Therefore I need a ticket number or issue id (or whatever is tracking this work) to give them to reference.
_Francisco M: It will show as resolved.
ME: what will show as resolved? that is what i need, that ticket number or whatever identifier you are referencing.
_Francisco M: There is no ticket number, it just shows the outage and that they are working on it.
ME: so there's no identifying information for this outage? I cannot believe that.
_Francisco M: No, we do not have any tracking number, case I.D. or anything like that.
ME: is there a tower ID or location ID or anything that would actually identify this outage? It is completely nonsensical that there is no way to track an outage.
_Francisco M: They can track it with your address. Like I said, we do not have any tracking number, case I.D. or anything like that.
_Francisco M: Is there anything else we can assist you with today?
ME: I'm afraid not, you haven't been able to assist me at all I'm sad to say.
_Francisco M: Thank you for contacting T-Mobile Chat, have a great day!
Subscribe to:
Post Comments (Atom)
0 comments:
Post a Comment