That would be fine but have you or anyone had 90 minutes on the phone with Vodafone? I have but then I've been patient and got nowhere and had the 90 minutes to spare while I was in the park. ----- Original Message ----- From: "Hussein Patwa" <talks-uk@xxxxxxxxxxxxxx>
To: <talks-uk@xxxxxxxxxxxxx> Sent: Friday, December 11, 2009 1:09 PM Subject: [talks-uk] Re: T-mobile disbands Disability Services Team!
Hi,Not to cast aspersions on anyone, but whereas this may seem to be a negative move on the surface, I think a large part of the 'service' people experiencefrom any company is the way the person themselves interacts with thecompany. I personally have never had a problem with T-Mobile, and had evenforgotten the disability team even existed. Then again, I'm usually quite patient and if there is something I know to be true that the operator does not, I'm usually willing to work with them to help them help me. I know this isn't always true of many customers, for a variety of reasons.I think it's important to understand that many people don't fully understand the full implications behind having a disability, whether that be access toinformation, understanding complex language, or being able to provide relevant feedback to an operator's queries. I would hope that T-Mobilewould continue to offer the good service the majority of customers have had with them, but that customers too would play their part to maintaining thatservice.Thanks for the update in any case, as I said this is something I'd probablyhave never known about if I hadn't read it here.-----Original Message----- From: talks-uk-bounce@xxxxxxxxxxxxx [mailto:talks-uk- bounce@xxxxxxxxxxxxx] On Behalf Of Matt Brown Sent: Thursday, December 10, 2009 6:29 PM To: talks-uk@xxxxxxxxxxxxx Subject: [talks-uk] T-mobile disbands Disability Services Team! 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 __________ Information from ESET Smart Security, version of virus signature database 4674 (20091209) __________ The message was checked by ESET Smart Security. http://www.eset.com__________ Information from ESET Smart Security, version of virus signaturedatabase 4678 (20091211) __________ The message was checked by ESET Smart Security. http://www.eset.com
