T-Mobile: A Good Customer Service Experience

In November I travelled to the US for DEMA 2009 in Orlando. During a stop over in LA, I signed up for a T-Mobile HotSpot account so that I could get access to wifi at a range of locations around the States. I signed up for the month-to-month advanced payment option.

Today I logged into the T-Mobile website to de-activate my account, and found that there was no way I could terminate my account in the “Account Management self serve” area. Thumbs down to T-Mobile – they seem happy to make it easy to take a customer’s money, but they have no easy was to terminate an account.

I found the contact section, intending to send an email, and instead got onto a web chat. I was quickly connected to an operator named Cavin, who was polite and helpful. I explained my situation, and he advised that I would have to call and speak to an operator. Reminding him that I was in Australia, he took the initiative to contact the hotspot team on my behalf, relaying the questions using the webchat. In a few minutes I had a confirmation number and confirmation that my account would be terminated at the end of the current (pre-paid) month.

Thanks to Cavin and T-Mobile for being customer focused. Thumbs up for your customer service.

Customer Experience Lessons

  1. If you offer an account management self service area on your website, offer a full range of option for customers to manage their account.
  2. Empower your customer service officers, like T-Mobile did with Cavin, to actually serve customers, especially when they fall outside the normal rules
  3. Be polite and helpful. Customers appreciate this!


Photography enthusiastic, writer, hiker and diving geek from Canberra (and Sydney), Australia. Thoughts and opinions are my own.

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