“I’ve never seen that before.” Definitely not something you ever want to hear from your doctor. But it’s not much more reassuring coming from a customer service rep.
But as the T-Mobile associate stared blankly at my brand new, already malfunctioning BlackBerry, that’s what he said to me.
I had purchased the phone in elation the day before. To do our jobs well, we need to be in constant communication with clients and coworkers.
So our company outfits all of us with a BlackBerry. (And to a girl who used to sport a bottom-of-the line $29.99 Nokia, this is a big deal!)
After I had joyously opted for the sleek BlackBerry Curve, I explained to a T-Mobile service rep that my company had a business account and that my phone should be added to that account.
The associate rang me up, packaged my new BlackBerry, and offered a friendly farewell.
Filled with anticipation, I got back to the office and started to test its new features. But something was deeply wrong. Very wrong.
- My Internet was not registered
- The e-mail setup was plummeting
- None of the add-on features were working
The next day I walked back to the store and handed it to a different service rep- the one who had never seen that before.
After several minutes of navigating through my BlackBerry, the representative finally figured out the not-so-complicated issue: “Your phone doesn’t have the BlackBerry feature.”
Why would anyone buy a BlackBerry without the BlackBerry feature?
My original rep never offered this as an option, and I completely assumed that it would be installed. Otherwise, there’s not much point in purchasing that phone.
Further, every other employee on our business account has the BlackBerry feature, and had it from the get-go. So why did my first rep assume that I would be any different?
Clearly, she wasn’t listening to me and wasn’t really thinking about helping me.
Instead, she went through the motions and overlooked something so basic, yet so crucial.
And after the second rep figured out the problem, it would have been nice if he had offered a sincere apology for the oversight and the inconvenience. But that didn’t happen.
Every dealing with T-Mobile’s call center has been superb. Over the phone, T-Mobile’s customer service representatives demonstrate attentiveness, sincerity, and knowledge.
But the in-store experience really left something to be desired, reminding me of a great quote by Ralph Nichols: “The best way to understand people is to listen to them.”
Next time, please listen!
This visit: 2 Magnets