Some credit where credit is due: Bell and T-mobile.

In previous posts I've railed on Bell and T-mobile for either really ongoing screw ups, or a bad customer service experience. I mean, I'm surprise the VP who oversees Bell's billing still have a freakin job it's so bad. But I digress. I had two positive experiences, compliments not of senior management, but the people on the front lines, the CSRs.

Bell.

A CSR at Bell get's a "thanks" and a thumbs up for addressing a situation and being understanding. As I mentioned in a previous post, I had my aunt's Internet, Phone and TV shifted from Bell to Cogeco. I also had my aunt on Yak long distance. When the plan shifted over, Cogeco cut it off to early, and my aunt ended up paying Bell's normal long distance rates. Which, by the way, are friggin astronomical. Really? Why?
Anyway, nobody would own this. Bell blamed Cogeco, Cogeco blamed Yak, Yak blamed Cogeco and Bell. I went around the three of them about three times actually. Finally the guy at Bell took ownership and understood the situation, and kindly reversed the charges, even though it really was a Cogeco/Yak issue. So, thanks Mr. CSR from Bell, great to finally have a positive experience with the mothership of Telcos, and it was because of someone on the front lines, not a dink at head office.

T-mobile.

So, yes, I was really really ticked off at T-mobile for giving my number away after not being notified of a 0 balance while in Canada. Right before a conference I had all my business cards with the wrong number. Anyway, I ended up having to get another sim card and eventhough I really would have liked to have T-mobile kiss my ass goodbye, to get another number in time for the conference, it was indeed a T-mobile #. The kudos go out to a young woman working at a store in Austin, TX. I went to a conference in Austin, and forgot to bring my SIM card with me for the US.
I stopped in the store, she gave me a new sim, NO CHARGE, and had me up and running in no time. What great customer service. She made my day. I had to pay freaking $25 for a sim card in Canada and that was to become a client, ON TOP of buying a phone.
Southern charm to be sure. So, Thank You and a thumbs up to the sales associate in Austin, TX from T-mobile, who made me, the customer, a happy customer.

(see, I'm not always negative : )


Morley.