T-Mobile is one of the older companies in the mobile industry of the United Kingdom. It came into being around 20 years ago in 1993 as Mercury One 2 One. Mercury One 2 One became T-Mobile around 11 years ago in 2002 subsequent to its acquisition by Deutsche Telekom in 1999. In addition to being one of the older companies in the country, T-Mobile is also one of the more popular mobile network providers largely because of the new services and assets that have been added to its repertoire.
However, if you are an individual who is planning to either get a new mobile connection or switch from your existing one then you need to do more than just pick a mobile service provider at random. You should ideally do some research into the company to measure how good it is at handling its customer base and whether it actually cares about catering to its loyal clients. While this evaluation would involve multiple facets, one of the things you should focus upon, if you are considering this particular company, is the T-Mobile complaints history.
Why Should You Even Study T-Mobile Complaints History?
The logical question would be why you should even bother studying T-Mobile complaints history when there are so many other variables that need to be considered such as variety of services, availability of bonuses, and quality of network amongst others. The reason why you should pay special attention to T-Mobile complaints history is that the source of information for all other variables is usually marketing related while the complaints history is released by the industry watchdog Ofcom. This does not mean that information available on other variables will be false. However, it does mean that there is nothing to stop that information from being exaggerated or given more importance than is due to it. Furthermore, the complaints history of a company can usually be considered as a good marker of how well it handles its commitments and operates its systems because complaints only come into play when customers are dissatisfied.
What Is The Nature Of The Relationship Between T-Mobile, Orange, And EE?
Before you can get into analysing Ofcom’s statistics of complaints about mobile network service providers in the United Kingdom, you need to understand what T-Mobile is all about and what its operations are like. For this, you need to go back to the time when the parent companies of both T-Mobile and Orange came together to form a new company through a merger.
The UK operations of France Telecom (Orange) and Deutsche Telekom (T-Mobile) were merged which resulted in one big company in place of two smaller ones. The big company, which came to be known as EE, chose to continue the T-Mobile and Orange brands. Because of the merger, EE also became the largest network service provider in the country with claims of covering to 98 percent of the nation’s population. Thus, EE operates three mobile network brands in the United Kingdom – EE, Orange, and T-Mobile. The latter two brands are now slowly being phased out.
Does The T-Mobile Complaints History Show An Increase Or Decline In Performance?
As per the T-Mobile complaints history data from Ofcom available in the public domain for the period between the third quarter of 2011 and the third quarter of 2013, the number of T-Mobile complaints fluctuated in the initial six quarters of the mentioned period but fell steadily in the last three quarters. This is a clear sign that the services and support provided under the T-Mobile brand have been improved in the last three quarters consistently. For instance, in the first six quarters, the number of complaints Ofcom received about T-Mobile went as high as 0.20 complaints for every 1, 000 customers. In the same period, the fewest complaints about T-Mobile to Ofcom were still as high as 0.15 complaints per 1, 000 customers. However, while Ofcom recorded 0.20 complaints per 1, 000 complaints per 1, 000 customers in Q4, 2012, by Q3, 2013 the numbers had dropped drastically to 0.13 complaints for every 1, 000 customers.
How Does T-Mobile Compare To Industry Averages In Terms Of Complaints?
In order to properly understand the performance of T-Mobile, it would be prudent to not just focus on the T-Mobile complaints history but to compare the number of complaints to industry averages. From this perspective, T-Mobile unfortunately does not fare very well.
Throughout the period, there was only one quarter (Q4, 2011) in which T-Mobile complaints did not overshoot the industry average. What this means is that the operations of T-Mobile mobile network services have been unable to meet with industry benchmarks in the aforementioned period of nine quarters. However, at the same time, it is important to note that the final numbers of 0.13 complaints for every 1, 000 customers means that in every 100, 000 T-Mobile customers, serious complainants are only 13.
Do You Have T-Mobile Complaints That You Need Investigated?
While you may be interested in studying T-Mobile complaints history solely because you are considering it as your next mobile network service provider, it is also possible that you are interested because you are already a customer and want to know more about the complaints process in the UK. In such a scenario, you are most probably looking for ways of making your T-Mobile complaints heard. The best way for you to get your T-Mobile complaints catered to would be to call the T-Mobile contact number to lodge your specific complaint. While calling the company to have your complaints resolved is the fastest and most effective method, you also have the alternative of using their online support forum to make your complaint publicly. Even though this method may be slightly slower, it is public which means that there is more pressure on the company to respond and resolve your complaints. You could also be studying the T-Mobile complaints history because your complaints were not handled properly. In such a scenario, your best option would be to escalate the matter inside the company. If even this does not work then you can simply take the matter to Ombudsman Services: Communications which would handle the matter in an unbiased and impartial manner.