Sorry, I know this isn't exactly Talks related, but it is never the less
important to note, and does impact Talks users who are with T-mobile.
T-mobile have recently disbanded the Disability Services Team that
customers
grew familiar with over the last 10 years. The only reason T-mobile
management were prepared to give me was that it was felt that the
company
was positively discriminating in favour of disabled customers, and so
the
decision was made to disband the department entirely.
At present, calling 122 from your T-mobile will still route your call to
the
Northeast call centre, but I am told that eventually the only function
of
122 will be to bypass the virtual menu system, and your call could be
answered by any customer service adviser at any T-mobile centre, even if
that happens to be India or Philippines or wherever they may be.
T-mobile will not state publicly that they guaranty there will not be
any
change to the level of customer service and knowledge the advisers have
regarding stuff like Talks, grade 1 or grade 2 Braille and other
disability
related issues.
I think its important to remember that the Disability Services Team
answered
disability related calls day in, day out for over 10 years, whereas the
majority of the regular advisers will never have answered a disability
related call in their entire time with the company. This means that they
will not acquire day-to-day knowledge and experience of dealing with VI
customers so I strongly suspect we can expect to see a reduction in the
quality of service from now on.
Sorry to those of you who are not T-mobile customers, but this was the
only
way I knew to reach people.
Don't be surprised if you call 122 and no longer hear the message about
being transferred to Disability Services, as there's no such department
any
more, there's no point in having that message now.
That's all folks, sorry if this wasn't relevant to some of you.
Matt
