Remember how many times you've seen someone - often a sports figure - get fed up with some reporter. The commentary after he blows his stack always goes something like, "Joe should have known he can't win an argument with a reporter; they get free airtime (or space or whatever the medium may be)."
Well, tonight this weblog is being used to describe how VoiceStream is about to lose a customer. I may not prevail, but I'll have the last word! Thus far, everyone at VoiceStream I've spoken with, seems unconcerned about losing a customer. I won't wear you down with every ugly detail, but this all began in 1997 when I decided to become a customer of a regional cell phone service called PowerTel. Until April of this year, we loved PowerTel; no contracts, great service, friendly people. In April, VoiceStream began to put their own name and methods in PowerTel, a company they acquired last year.
April 26th, VoiceStream should have drafted their normal monthly payment from American Express as they have done each and every month since 1997. It was like a blank check for them. They didn't have to bill me. I didn't have to write a check. Their payment was always at their beck and call. I got frequent traveler points.
For some reason VoiceStream's computer couldn't talk to American Express's computer on April 26th. Ever since a May 9th phone conversation - there have now been three - VoiceStream has considered me a past due customer and today's mail brought a letter threatening to cut off our cell phones. Without exception I have been treated as someone who didn't take proper care of his account and his credit reputation!!
My AmX account was ok, current, valid expiration date, etc. Three times I authorized VoiceStream to draft the account again. This required giving them my account information again and again after they've been billing the same account for over five years! Two of those times I got confirmation numbers from VoiceStream employees. Once, during a conversation, the phone call just went dead. A week later I got a call from someone saying they couldn't return my call because they DIDN'T HAVE MY PHONE NUMBER, and how did I want to handle my past due situation! I'm not smart enough to make any of this up!
I'll go to my grave discouraging anyone from using VoiceStream products or services unless that company precedes me! If they precede me, I'll simply use them as one of the worst examples of service, systems, training and customer rapport in every presentation and consulting engagement I'm involved with!
My schedule for tomorrow is now getting rearranged so that I can go "shop" the cellular phone providers. I wish I thought I was going to stumble into a place that was delighted to provide service for all of our phones and a credit card they can bill as needed. I'm not holding my breath!
