Excellent Customer Service from T-Mobile UK in response to emails

Am I unique in having had excellent customer service from T-Mobile?

Have had two sets of email correspondence with their help-desk people
regarding my contract mobile during the last few months. Each time initial
replies and follow-up emails have been swift (within 12 hours or less - even
on Sunday!) and most helpful/courteous in the bargain. I have thanked them
for their excellent service in each case.

In comparison with some other phone companies, they seem to have got their
act together on the customer service side and seem to be using intelligent
UK-based staff. It apparently can be done!!

...Or, was I just 'lucky'?

The comments and experiences of others would be of interest.

--
Paul Clarke

On Sun, 13 Jan 2008 22:57:58 -0000, "Paul Clarke" <paul@nospam.co.uk>
wrote:

>Am I unique in having had excellent customer service from T-Mobile?

No. I've also had good customer service from T-Mobile via email.

One example was when my T-Mobile PAYG SIM was blocked because I hadn't
used it for a few months. T-Mobile usually charge a fee to reactivate
PAYG accounts under this circumstance, however mine was done free of
charge after my request to them via email.

Customer service staff at O2, on the other hand, seem to read the
subject and possibly the first sentence of emails they receive and
fire off a cut'n'paste response from their FAQ.

One example of O2 customer service: I stopped receiving notification
of waiting voice messages by SMS. I tried all the things that are
usually recommended, such as switching voicemail on and off, but it
didn't make any difference. I sent an email to O2 about the problem
and they responded with a cut'n'paste from their FAQ. Several emails
went between us until I eventually persuaded them to report it as a
fault. The problem was then fixed quite quickly.
--
Martin Jay

On Sun, 13 Jan 2008 22:57:58 -0000, "Paul Clarke" <paul@nospam.co.uk>
wrote:

>Am I unique in having had excellent customer service from T-Mobile?
>
>Have had two sets of email correspondence with their help-desk people
>regarding my contract mobile during the last few months. Each time initial
>replies and follow-up emails have been swift (within 12 hours or less - even
>on Sunday!) and most helpful/courteous in the bargain. I have thanked them
>for their excellent service in each case.
>
>In comparison with some other phone companies, they seem to have got their
>act together on the customer service side and seem to be using intelligent
>UK-based staff. It apparently can be done!!
>
>..Or, was I just 'lucky'?
>
>The comments and experiences of others would be of interest.

Always found T-Mobile customer service one of the best. A pleasant
experience.