Monday, December 17, 2007
Final Thoughts on T-Mobile
With light of the posts that have been coming out today, I have to agree with most of them in the stressing that this is not a Net Neutrality issue. As a fellow blogger, I am asking that everyone take into consideration that this is my personal blog. Understand that I post things here for my friends to know whats up with me and this included the issues that I was having with T-Mobile. I did not post any of the initial posts with the intent that it would go as far as it has and, as such, I posted without serious investigation to the laws that govern SMS. I will admit that I incorrectly placed SMS into a "network" category rather than a "phone" category that it should have been in. While I agree that if T-Mobile was filtering Twitter SMS (which they were not) it would be in violation of the spirit of net neutrality, it is not an official or legal part of the debate.
This entire situation has shown many good things and many bad things. One thing that is a concern of mine was that many blogs and news site posted links to my blog and ran with it without even contacting me to confirm any information. It's actually just fine that the blogs didn't do that but the news sites, well, it's a little more of a concern. In fact, in this situation I think it went completely in the opposite direction. Almost all of the personal blogs that reported what I had posted actually confirmed the issue themselves. Even over at the Buzz Out Loud forum there was confirmation from another reader that he had received the same message.
The issue, going forward, is not about net neutrality but about customer service and executive offices quoting things that were blatantly incorrect.
It is now a very well known fact that the issue between T-Mobile and Twitter were, in fact, of a technical nature but this does not relieve T-Mobile of responsibility of the press that they are receiving and, in my opinion, the longer they go without making a statement, the more bad press they deserve. The fact remains that I sent an email to the executive office expressing my concern that T-Mobile was filtering Twitter, which I was told by a CSR at T-Mobile. The response to that email in a very harsh tone and, as we know now, full of incorrect information. I reported what had happened to me and, as fellow bloggers, it is your responsibility to fact check and confirm whether this is true or false. There are numerous people that did just that and there were many people that didn't.
Before I turn this personal blog back into just that, I want to give my final thoughts. First of all, mistakes are common in the blogosphere but facts are something that can be confirmed. The issue of filtering twitter may not be a part of net neutrality but the fact is the content of the email that I received. Secondly, it's be confirmed that the issue was of a technical nature and that has been resolved. The thing that has not been resolved is why T-Mobile responded in the way that they did. While I sit here asking bloggers to check their facts, I am reporting on a company that didn't do that and, for this reason, I feel that T-Mobile owes their customers an explanation of the situation.
T-Mobile has always been an incredible company in my eyes. Their concern for customer service has always been one of the greatest assets to the company and, as AlternaGeek reported, an amazing company for embracing new technologies. They continue to be my favorite mobile carrier. Some might say that can't be true because of the things I posted but the fact is the opposite is true. I want T-Mobile to address this issue because I don't want them to fall into the same category as the larger mobile providers that don't care about their customers. I believe that if a company is truly concerned about their customers they will investigate the things their own employees relayed and they will offer an explanation to their customers. If they stay silent then, to me, it would appear they really don't care what their customers think.
Just remember that if someone is wrong about one thing it does not mean they are automatically wrong about everything and this also means that if a company makes a mistake it doesnt make them the worst company in the world.
Happy Twittering! :)
This will be the last post that I make to my blog related to this issue unless I would hear additional communication from T-Mobile. Everyone is still more than welcome to contact me at firstname.lastname@example.org or to leave comments on this blog. I am a personal blogger and it's been a fun few days but I need to go back to my roots which are real life and not the New York Times
(C)2003-2008, Bob K Mertz - Some Rights Reserved