"With the 'plenty of feedback' the company received following the leak, Sievert said that T-Mobile has learned that this 'particular test sell isn't something that our customers are going to love.'"
Who the fuck "loves" paying more for the same service? Why isn't that painfully obvious? How can I get a job making such braindead decisions for ridiculous amounts of money?
Service corporation strategy in 2023:
Plan a change that's obviously bad for customers but good for profit
Hope no one notices
When people notice, try to spin it as a positive
If 3 fails, determine if enough people would leave to care
If you'll lose money, walk it back and act like you're acting in the interest of your customers by canceling the change that only the company wanted in the first place
4 and 5 are optional if you're actually a monopoly.
Step one: be wealthy and have wealthy friends.
Step two: fail upwards.
Step three: Fascism.
But didn't you hear? It's not a price increase! It's just a switch to a different plan that gives you the same service and incidentally happens to cost more. Totally different!
I mean to be fair the plan I would have been migrated to does include more, like Netflix. I just don't want those extras and it wouldn't be worth it regardless.
Go into PR. You just need to be fine having feces pouring out of your mouth 24/7 as you lie, then try to cover it up to minimize the damage, but because every company is doing it it's "normal" and a "critical business function".
Appalling.
"Whoops, you weren't supposed to catch us"
When we called Customer Service about this they pretended like they didn't know what we were talking about and wanted to know where we heard that information from.
I've worked adjacent to customer service people in a call center. Honestly, they might not have known. Call centers are frequently terrible about giving their reps news BEFORE customers start calling in about it. Plus, low level call center reps generally aren't exactly star employees and may or may not pay attention when told things.
I can second this. The company my company works for usually informs us about implementations AFTER theyve been implemented. If they even tell us at all.
Or shitty companies tell their employees to deny any claims made about the situation.
That is possible, though from my limited experience (2 call centers) companies won't tell Customer Service reps to deny knowledge of something that is public knowledge. They will have some sort of carefully constructed public statement instead. And most reps don't care enough to do anything besides repeat the statement, possibly verbatim.
This is a most excellent place for technology news and articles.
