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Hello,

I have been a customer of T-Mobile for several years now. I also make
extensive use of the Twitter blogging service, almost exclusively from
my phone. For several days now I have not been able to post to my
Twitter blog. Today I learned that T-Mobile, alone of all the major
cellular service providers, is blocking SMS's to Twitter.

I can't even imagine why T-Mobile would choose to do this, and it
saddens me. I already have issues with T-Mobile because this year I
moved (relocated by my employer) to North Carolina, and discovered
that T-Mobile doesn't provide coverage in this state, which itself
amazes me (I can still use my phone, but I'm missing features). I've
also have many, many problems with customer service since joining
T-Mobile. Typically, I'll sign up for or change my plan on the Web
page, get a confirmation, and then find out the change was never
activated, or some feature I've been using for months gets turned off
without notification. Getting any kind of satisfaction from Customer
Service in these situations is very difficult. But now to hear that
T-Mobile, again without notification, has cut off a very popular
service, and won't explain their decision...that's just amazing, and
not in a good way.

Oh sure, you've got your consumer contract holders by the short and
curlies. I can't really just drop T-Mobile for another provider at
this time. But the kind of attitude displayed towards me in the past
by Customer Service, and in this issue by employees like Marianne
Maestas in her response to inquiries on the subject are really
saddening. I suppose there is no reason you have to care about your
customers, but it would be nice if you would even tell us why you are
doing this.

Please respond to this email and tell us what's going on.

Thank you,
[my name and phone #]

Who knows if it'll have any effect. I can certainly live without Twitter, but I'm annoyed as hell.

ETA: Twitter Support is now saying that the problem is between T-Mobile and Twitter's aggregator, and that T-Mobile is actually actively working on it. Yay!

One wonders if the employee referenced above, whose name and nasty email is spread all over the Web, is going to have a job by Monday. :S

Labels: rants

I've used T-Mobile as my cell provider for the past several years (since, hm, 2003?). I've stayed with them mostly through intertia, since they have lousy customer service, plus they don't actually have coverage where I currently live.

Now that they're blocking Twitter, I'm strongly considering changing coverage. If we can sit down with Jason and Angela and find a provider we can all live with, we may switch. Stupid T-Mobile.

Labels: rants