Customer Care, Part II

T-Mobile Customer Care responds to the iPhone (See previous post):

Dear Brian,

Thank you for taking the time to contact T-Mobile Customer Care, my name is James and I would be happy to assist you with your issue. I understand from your email that you are not happy with out selection of handsets, and you would like the iPhone. I will check into this for you and see if we have anything that can compare to the iPhone.

I have reviewed the iPhone in detail and I have found that our current leading data device, the T-Mobile Wing, is actually more sophisticated in many ways than the iPhone. I will explain further:

Currently, the iPhone specifications sheet shows that it offers the following features:

  • 2.0 megapixel camera
  • Touch screen
  • Internet browser
  • EDGE capable
  • WiFi capable
  • Bluetooth capable
  • Quad-band
  • Music player
  • Widescreen capable
  • Visual voicemail

I have compared the iPhone to our own T-Mobile Wing and I have found that save the visual voicemail, the Wing offers all of the preceding features (even the 2.0 high-quality megapixel camera). In fact, it offers several that the iPhone does not:

  • Microsoft Office (pocket office)
  • A full slide-out QWERTY keyboard in addition to the keyboard available on the touch screen; this can be extremely useful as if anything ever happens to the touch screen on the iPhone, it becomes useless until replaced
  • Expandable memory
  • Windows Mobile 6.0 (which allows you far more freedom than the proprietary iPhone operating system)
  • USB mass-storage capabilities (it is capable of uploading any type of file to the device and using many formats with built-in or downloadable applications)

As you can see Brian, the Wing is a far more versatile handset and offers more features than the Apple iPhone. Furthermore, while the iPhone runs from $499 to $599, I can offer you our T-Mobile Wing for far less with our Discount Handset Upgrade Program.

I am confident that this information will assist you Brian. Please, if you have further questions, feel free to contact us by replying to this email with the case # XXXXX or you can contact Customer Care by dialing 1-800-937-8997 or “611” from your handset and pressing “SEND”, both calls are free of charge. Our Customer Service representatives are available 24/7 and will be happy to assist you with all your T-Mobile needs. Thank you for choosing T-Mobile; we appreciate your business and your loyalty.

Best Regards,

James M.
Web Correspondent
T-Mobile USA

Dear T-Mobile:

That’s nice.

Were there millions of people WAITING IN LINE for the Wing before it was released?

Are there people getting the Wing TATTOOED ON THEIR BODIES?

[signed] Brian Moon

I think my answer flummoxed them. They decided to pass me off on another rep, one with a much smoother line… James was just a “Web Correspondent”, but the new guy, James, is a “Customer Care Specialist” and he’s telling me that I can unlock the iPhone and stay with T-Mobile…

Dear Brian,

My name is Adam and I will be pleased to assist you today. I understand you contacted T-Mobile requesting confirmation if millions of people waited in line for the Wing before it was released; getting the Wing tattooed on their bodies. I look forward to providing you with World Class Customer Service.

Based on your email I left with the understanding you are referencing the Wing compared to the iPhone. Did we have millions of people standing in lines and sleeping outside to get it; no, but it is a business device and we had a lot of stock available to save our customers from having to lower to this level. Additionally, I did do a full search of anyone having the Wing tattooed on their bodies.

I did not locate anyone that had done this; but this is comparing to every different devices. The Wing is a device that is many used for our Business and Government customers. They would likely not want a picture of an electronic device on their bodies. The Wing is also an MP3 player and does internet and email etc.

The only difference to the iPhone compared to other devices on the market is the distribution and limited service model; along with the advertising. I know it is important to have a device that meets your connection needs and style. SO I would like to let you know you can just by the iPhone Unlocked online.

This way you can use it with T-Mobile or in the future with any company you wanted. This is a better selection anyway; as AT&T will not unlock the device for use with other providers. I trust this information is of assistance. I thank you for your time and I hope you are having an enjoyable Monday, Cheers!

If you have any future concerns Yen feel free to contact us back and reference Case Number #XXXXXXX or contact T-Mobile Customer Care at 1-800-937-8997. (611 from your mobile handset don’t forget to hit the Send Key)

You have been an esteemed part of T-Mobile since August 30th 2006 and I thank you for your selection of our service to stay simply closer to the people that matter most in your life.


Adam A
Customer Care Specialist
T-Mobile USA

And why did James say I’ve been with T-Mobile since 2004, but Adam only allows that I’ve been with them since 2006? For the record, James is correct.