Customer Service is something we take very seriously. We’ve committed to answering every single email and we strive to automate our responses as little as possible. If you use our contact form you’ll get a caring response from a caring person who knows the sites inside and out. And if they can;t answer it it will get forwarded to one of the founders. In fact Center Networks customer server survey graded us an A.

A lot of people are quick to say, once we get really big we’ll have to automate everything. I have no intention of giving in that easily.

Recently, while trying to configure my cell phone as a bluetooth modem, I deleted my GPRS and GSM data communication settings and lost the ability to send text and picture messages. I sent a request into T-Mobile, my provider, via their website and I feel confident the bar has been raised for online customer service.

Here are some snippets of their timely and on-target responses. Note how smoothly my details and problem are discussed within what must be a template system. It’s rather beautiful, if you can appreciate how hard it is to commit to these systems.

Dear Ted,

Thank you for taking the time to contact T-Mobile. My name is Agnes and I understand you inadvertently deleted a GPRS profile from your Sony Ericsson w8001 handset and have since been unable to send text messages. You indicate you have recreated the GPRS profile on your handset and are able to access the internet and receive text messages though.

I appreciate the importance of being able to send text messages to keep in touch with family and friends. Reset assured that I would be pleased to assist you with your issue today.

The Short Message Service Center (SMSC) number needs to be inputted on your handset. We have sent the SMSC number to your handset through your Over The Air (OTA) Network tool. If you have any issues with receiving and installing this setting on your handset, please manually input it.

As your handset is not a T-Mobile phone, please locate the necessary SMSC profile on your menu settings and input the SMSC number. It is +1XXXXXXXXXX. Thereafter, please send a test text message to your own mobile number and advise if you have any issues receiving it. Please provide details of any error message(s) you receive during the process so we may better assist you.

I sincerely hope that above troubleshooting steps were able to fix your issue. It is our pleasure to provide you with the best possible
assistance for all questions and concerns you might have. I would also like to take this opportunity to thank you Ted, for being a valued T-Mobile customer since June 2004.

If you are still experiencing problems with sending text messages, or have any other questions or concerns, please do not hesitate to contact us again by replying to this email or by calling 1-800-937-8997 from a landline (611 from your handset).

…

Thank you for being part of T-Mobile family. We highly value your business Ted.

Sincerely,

Agnes, Rep. ID 275170
Technical Care Specialist
T-Mobile USA

The above fixed half my (self-created) problems. I sent a request for fixing the remaining problem and got this:

Dear Ted Rheingold,

I hope you are doing well. Firstly, I would like to thank you for taking out some time to contact T-mobile. My name is Ali and I will be more than happy to assist you.

If I was able to understand your issue correctly, you are still unable to send text messages after performing the suggested troubleshooting steps. I do apologies for the inconvenience caused to you and I can imagine how frustrating that can be when you are not able to communicate via text messages.

Ted, if you have problems with sending SMS via GPRS you should switch the SMS access to GSM.

1. Scroll to Connectivity, press “Select”
2. Scroll to Data Comm, press “Select”
3. Scroll to SMS Access, press “Select”
4. Scroll to GSM, press “Select”

Please verify the issue is resolved however if the issue persists please try your SIM card in another T-Mobile phone and try to send a text message at your own number and please reply us with the result, so that our team can assist you further. If another phone is not available please visit to any nearest T-Mobile store.

…

It is T-Mobile USA’s ongoing commitment to provide excellent customer satisfaction; and part of that is making sure that your services work appropriately.

If you need any additional information or clarification, please feel free to contact us either through e-mail or by dialing 611 from your handset 1-800-937-8997 from landline.

Ted once again thank you for writing to us. We do appreciate having your business since June 2004 and have yourself a pleasant day.

Sincerely,

Ali,
Rep ID #: 2743285
Technical Care Specialist
T-Mobile USA

It’s amazing these messages must be mostly pre-written and yet they are so custom focused to just my problem they are perfect.