Comments on: T-mobile introduces do it yourself customer service…

By: RockinTheG1

RockinTheG1 — Wed, 15 Oct 2008 06:12:11 +0000

my roommate and i both have t-mobile with no landline. so when one of us is having issues(usually her), we have to call from the other’s phone. it’s normally amusing to confuse the customer service rep, but not so much when you actually need assistance. i am on a relatively featureless unlocked Motorola SLVR until the G1 gets here, so i haven’t had to deal with CS for a while now….and i am hoping not to any time soon either.

By: Daniel

Daniel — Mon, 13 Oct 2008 01:26:12 +0000

I’m not sure what it is for. But, I called in to customer service and my BB had a picture of a sim card on it and a down arrow and it said customer service on it. Any idea what that was?

By: mrwindupbird

mrwindupbird — Sun, 12 Oct 2008 23:23:52 +0000

This begs the question: What if I am a HoFo type who has a tendency toward flashing my firmware, playing with settings that aren’t really supposed to be played with, installing apps to “maximize functionality,” etc.? Does this mean that when I call customer service now, TMo will be able to “read” my phone in all its non-stock glory?

They might not like that too much…

By: Tmo Android

Tmo Android — Sun, 12 Oct 2008 15:44:17 +0000

This is a good idea in theory but this is intended for the same people who still call CS to find out what their bill amount is, when there is like 15 ways to check yourself. Most people prefer to talk to someone because they are too dumb to figure things out for themselves and need someone to tell it to them like they are in 3rd grade. Its quite sad.

By: SheShe

SheShe — Sun, 12 Oct 2008 14:46:12 +0000

i wanna see how that would work cuz i usually wanna talk to a rep

By: jdslim

jdslim — Sun, 12 Oct 2008 13:12:32 +0000

It’s a really good idea. When T-mobile released the Dash they piloted a similar product on a small scale that was pretty cool. This aplication was more for trouble shooting internet/email issues. It was able to sync the network with the billing system with just a few keystrokes aswell as top correct phone internal settings.

One of the first two things I do as tech support rep is to check that the customer is provisioned correctly for the services they subsribe to and to check if all settings are set correctly on phone to work. Anytype of selfhelp option that checks and corrects network or phone settings is always welcome.

By: rolltide

rolltide — Sun, 12 Oct 2008 08:58:13 +0000

I agree…

By: alex

alex — Sun, 12 Oct 2008 07:32:26 +0000

oo alright thanks DJ

By: David

David — Sun, 12 Oct 2008 06:50:22 +0000

Alex, this is supposed to be an application which will provide customers with an opportunity to receive information and troubleshooting via their own mobile phone. It’s supposed to alleviate the traffic for call in customers who sometimes experience hold times due to unnecessary billing questions which are easily solved by the customer taking a little initiative. At least that’s my opinion.

By: T1 Connect

T1 Connect — Sun, 12 Oct 2008 06:46:20 +0000

man tmo is taking different steps other carriers just follow one another. its the difference that attracts a lot of people cause they do things that wow people instead of “hey dont those other guys offer that”.