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The title seemed negative to me (I thought he complained and the CEO said "we're done with you!"). But really, the T-Mobile CEO was helping -- the author wanted out of his contract (well, out of the $200 fee). (EDIT: The original title was "I emailed the CEO of T-Mobile and he killed my contract, no joke")
Taking inspiration from Urban Design where a path runs along the outside of a park expecting everyone to take the architected route. However people cut through the middle when they don't like the given route, following their desire path. Over time, the grass wastes away from the thousands of footsteps and bicycles that take their preferred route. The park owners have a choice to put up a sign saying "Do not walk on the grass" or altenatively pave the new path.
In business, when consumers take a new path, there is an option to pave their path as a new product line. Watch Tom's talk above to see how Facebook didn't pave their users desire path giving space for snapchat to grow. An example where a business put up the "do not walk on the grass" sign is Kickstarter who blogged, "Kickstarter is not a store," moving away from the desire path.
In this case, the CEO of T-mobile has helped a user cross the middle of the park, the question remains whether he should pave it.
Earlier quoted context omitted.
Did you read the article? He admits that he was mistaken, obligated to pay the amount, and was willing to do so.
Did you? That was at the very end, after he'd insisted T-Mobile was wrong about when his contract was ending, and had emailed the CEO about it, only to be told again that he was wrong. Why would a reporter call customer service to ask whether he could switch plans? Wouldn't he look at his contract ?
The title seemed negative to me (I thought he complained and the CEO said "we're done with you!"). But really, the T-Mobile CEO was helping -- the author wanted out of his contract (well, out of the $200 fee). (EDIT: The original title was "I emailed the CEO of T-Mobile and he killed my contract, no joke")
Yes, it's pretty funny that 90%+ of "contracts" in the US mobile phone marketplace are things the buyer would be much happier not to have.
It's good that the CEO is so accessible, but no reasonable customer should need to reach out to the CEO in order to get the a good CS experience.
Well I was told I couldn't get it until Dec. or I could pay $150 to get out of my contract and get a new contract to get the 5s now.
I actually ended paying the fee and after doing so was told to text 1311 for more info. There in the text it said I could upgrade now or go with their new and better plan OneUp. No one told me about OneUp which is the more modern and better option. Sigh I spent $150 because Sprint hasn't trained their reps on this program, but they put the info in their SMS marketing....errrr :(
Well Sprint did solve that issue but then after solving it and because its still a new option/plan mis-information abounds. Getting a new iPhone with Sprint or trying has taken to much time and effort and have tried to work with them for the past two weeks. But I'm done... See ya Sprint!
Earlier quoted context omitted.
Yes, it's pretty funny that 90%+ of "contracts" in the US mobile phone marketplace are things the buyer would be much happier not to have.
I'm sure for 100% of mortgages people would love to just make a down payment and get the deed and not have to make any other payments for 15+ years but there's nothing ironic about the need to fulfill contractual obligations that aren't awesome for you.
I believe there was a case a few years back where it was even specifically held that this invalidated a mobile phone contract because the woman couldn't predict the future as well as the phone company.
As an aside, I once had a problem with my Citibank and I found a little known 'elite team' of Citibank people who called me in a foreign country, on my cell phone, within minutes of me contacting them via email and resolved my problem in about 2 minutes flat. And they reversed charges I felt I shouldn't have had in the first place.