Tough luck if you’re a marketer with T-Mobile

I liked the T-Mobile ad campaign I saw on the London Underground. It extolled the virtues of the Google G1 phone. I guess they would like to sell them. Unfortunately, their marketing is far from joined up to their sales activity!

My wife has been with T-Mobile for years. She phoned up to enquire about an upgrade to a G1. She struggled to get through and eventually selected the option for “thinking of leaving” to get a human.

The summary of the advice she was given was:

1. If you upgrade now it will cost you £51.
2. I’d leave it until the new year if I were you as you’ve been a good customer and there will loads of good deals then.
3. And I wouldn’t recommend the G1 as it is a bit big and not all that good.
4. Get the LG Viewer instead.
5. No, I don’t work for T-Mobile. We’re outsourced telesales.

Marvellous! I wonder how much effort went into the T-Mobile/G1 deal?

Kevin Harrington Partner

Kevin Harrington is a Partner at Exit Factor UK, helping SME owners increase business value & build a rewarding, well-planned exit. Former CMO at BBC Worldwide.

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