Service for the consumer and Youp van ´t Hek.
Different types of services
Just like the other providers T-Mobile is trying to make it as easy as possible for consumers. They provide service through multiple options. Except the T-Mobile customer service line you can also be helped through Twitter, forums and by mail. Besides, T-Mobile also has ‘My T-Mobile’. If you surf to http://www.tmobile.nl/ you can log in into My T-Mobile. This is an extra service to consumers, who can hold his own statement on his billing information. Despite all the opportunities that the consumer has, if he has a complaint or question there are a lot of people who are not satisfied with the service. For instance Youp van ‘t Hek.
Youp van ‘t Hek
T-Mobile has recently been criticized by Youp van ‘t Hek. The criticism was focused on the customer service of T-Mobile. After his criticism it appeared that there were people who shared the same opinion with him. If people call the service line then they have to listen for an hour to boring music, and then they are supposedly helped. Many people don’t often become wiser. Youp was kept online for a long time without being helped, just like many other consumers. Youp was fed up with it and decided to send messages on Twitter. Surprisingly it did not take very long before he had a T-Mobile employee on the line. There is an ongoing investigation to the damage Youp has brought to T-Mobile. The damage is estimated at 200.000 Euros. Before Youp’s campaign 44% of the reports that T-Mobile got were negative, after the campaign 64% of all reports were negative.
As you can see, there are still a lot of things T-Mobile can improve on.