An Open Letter To Gordon Ballantyne, Sales & Service Director T-Mobile (UK) Ltd

Gordon Ballantyne
Sales & Service Director
T-Mobile (UK) Ltd
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

Cancellation of Contract [withheld]

Dear Mr Ballantyne
Firstly I’d like to apologise for being rude to your customer services guy at around 19:45 on 7th December. My anger was dedicated at the systems you have in place.

Traditionally when I’ve cancelled a mobile phone contract in the past, my letter of cancellation would be sufficient. Not in this instance. Having worked in marketing for more years than I care to remember I knew that your letter in return asking me to call was just another opportunity to try and keep me as a customer. That’s fair enough. But if you do that, please give clear information regarding the number and options. Don’t let me go “around the houses” trying to get the relevant department. And then try and insure that your systems aren’t down. If they give people a realistic time frame when to call back. Twice today, when I should be working I’ve had to waste my time calling you. Companies such as BT or Virgin Media will call you back when their systems are down so they keep their customer happy. I was not given this option.

A second point you may like to bear in mind is that if you want me to call you to give you the opportunity to try and keep me as a customer do not make me waste 25 minutes of my time on hold to you.

A third point you may like to take on board is that when someone says “I’ve wasted too much of my time on hold to you, I do not want to be sold to” - take it as read that no amount of arguing or clever manipulation will work. I called up in the morning to cancel, I called up in the afternoon to cancel and keeping me on hold, when I’ve got plenty of better things to do in the evening whilst trying to cancel - I want to cancel.

In summary, if you get your procedures in place first, then you would have saved your employee from an ear bashing, and you may have regained me as a customer in the future. That now is an extremely unlikely occurrence.

T-Mobile, I’m sorry to leave you like this, but with an apology and a bit of tenderness we might have got back together again someday.

Kind regards,

Lee McCoy
p.s. Is my contract cancelled? Please provide written confirmation that it has been.