Dear Tele2

tele2 Sweden

tele2 SwedenDear Tele2,

I write this open letter to explain why it is that I have chosen to end my subscription at Tele2. It is also to educate those who are about to sign up with Tele2 so they know what to expect from point of sale to customer service.

I would have sent this email via an email service if only I was given an email address when I asked your customer service agent for it. I was instead told that even if I did successfully research the name of the person responsible for the customer service department, they would not read my email. I was offered a physical email address to send a penned letter too, but I have chosen this option instead.

A few weeks ago:

A few weeks ago I dropped off my phone for service at your Täby, Stockholm store. It was going to be sent to Anovo, a company that does your repairs for you. Once I dropped it off, I asked for a phone to loan from Tele2 as this was one of the sales gimmicks the Tele2 representative gave me when I purchased the phone. I remember being told that I should just bring the phone back to us if it was to break during the warranty period and Tele2 will give you a phone to loan. Of course there was no such option when I dropped by phone off.

Then it became very interesting. I was asked for my mobile phone number by the Tele2 representative so they could send me an SMS when my phone was available for pickup. I explained that I will not have a phone under this period as no replacement could be provided by Tele2 [I am only upset about this part because your salesman clearly lied just to sell a phone]. I asked if email could be used, and the answer was strongly no. The irony was the person was using the computer right in front of them to log all this information.

Once all this paperwork was done, I was given a tracking number whereby I could track the progress online on Anovo’s website – I did this avidly as having my phone available to me was very important and thus important to get back. I think this company really understands that it is an inconvenience to be away from your phone, and so makes it easy to do follow up.

A few days ago:

Once I could see that the service had been completed, I contacted Tele2 customer service to continue my follow up on the status of the shipment and to see if I could come and pick up the phone. Remember that email could not be used, and that the SMS being sent would never be received because I had no phone. I was calling to ask for a phone number to get in touch with the store so I could see if the phone had come in. I was actually told that there was no way to get in touch with the Täby Tel2 store. Of course this was not true – otherwise how could the store be in touch with the company.

It was at this point that I was told to write a letter, not email, to make a complaint. Since sending snail mail into a black hole is far less fun than posting an open letter on the Internet, I hope others get to read this and reconsider doing business with Tele2.

My take:

Remember that you are in the business of serving customers a phone service, and not just chasing another phone subscription. Rude customer service agents with quick and smart answers are not the best doormen of an organization. Poor self-serving processes breed open letters on the Internet.

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Jeff

1 Comment

  1. Aaron

    Tele2 makes me batshit. But for some reason, I think they all (all telecoms and data providers) are equally dreadful to deal with. I believe it is related to the contract business. There is a sense of saftey behind that ridiculous contract. I could describe my ordeal with Tele2 here, but my comment likely would be longer than your blogpost.

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