T-Mobile why you’re going to lose me

Posted on March 15, 2010 by Tery

Dear TMobile,

I’ve been a loyal customer since late 2003 (over 6 years) – you’ve had very few complaints from me up until I changed handsets in October of 2009 – this was my birthday present to myself. I was very excited to buy your first Android phone. I have no complaints about the Android OS or the style and feel of the phone.

BUT

For 6 months my frustration has been mounting because of an issue with the HTC battery not charging on the MyTouch Android. This is a huge issue for me because I don’t have a landline. My first call to customer service I complained of only getting 20% after charging the phone for a full 12 hours with the phone off and SIM out. We went through the trouble shooting protocols. I insisted that there must be an issue with the charger or power cord. They sent new charger. The first charge was about 85% – I thought why would I buy a phone that would only give me 85% charge?

Over a couple of weeks the battery stopped charging again – leaving me without phone. I called Tmobile customer support – they sent me a new battery.

BTW my charging behavior is nightly, because this is the only communication device I have.

I complain the MyTouch phone charges but never at 100% only lasts just about 2 hours if I don’t do anything. This means not using:

Aps
txt
calls
or other great features I bought the phone to use

After insisting that there’s something wrong with the battery or charger, T-Mobile sends me a new phone. I try the new phone I get 95% charge whoa! That was the most the battery was charged in 4.5 months.

BUT
After three weeks the battery is no longer getting 95% charge and slowing the charge is decreasing. Out of frustration I call again and plea with customer support that there’s something the matter with the HTC battery. T-Mobile customer support tells me it my phone charging behavior that I need to train the battery. Why would I ever buy a phone that I need to put so much time and effort into for only 2 hours of usage?

I’m panicking I have to be in NYC for business. I figure I would charge the phone mind you I always charge the phone off, and without SIM card. I thought I would charge it for a full 72 hours. I turned it on the night before my trip after charging for 3 days straight…there’s only 7% charge.

I call TMobile again they insist there is nothing wrong with the charger or the power cord. I asked for a different phone. Tmobile wants me to buy the different brand. That’s ridiculous, I never got the value from the phone I have. We agree they would send me yet another MyTouch phone and another new battery, but that won’t be delivered in time for my trip.

Not sure if I should laugh or cry…I plug the phone back in and hope it will charge for at least 20% that way I could copy my calendar and contacts. It charges slightly but not enough.

Now I’m on business in NYC & left totally without a phone I don’t have access my calendar or contacts. Meetings planned are for locations I’m not familiar with, cant remember the addresses nor all of the meeting times, phone numbers etc.

A friend suggests I go to the T-Mobile store at 601 9 Ave – she said she’s had great luck with the guys there. I go in explain my situation in 5 minutes he tests the power cord – its dead and the charger not working and sells me a $25 charger that charges the MyTouch in 1 hour. The guy who helped me said there are issues with the USB chargers and the MyTouch. Why doesn’t T-Mobile customer support know this? They could have sent me a Delta Charger, but they didn’t and insisted that there was nothing wrong with the charger.

I get home on Sunday there’s the package from T-Mobile with the new phone. I call Customer Support and explain that my time was wasted over 6 months for a known issue with the faulty charger and USB power cord. Customer support didn’t listen to me and insisted I talk to tech rep for additional support. I wasn’t asking for additional support. She hung up on me. My feelings arent hurt that she hung on me, though I’m angry that I had to spend $25.00 on a charger they should have sent me, but T-Mobile lost more…

Here’s the rub:

It cost T-Mobile about $645 to deal with me

2 replacement phones retail value $400
2 replacement batteries $100
1 replacement charger $25
At least a dozen calls to customer support: $120

Additional loss:
When my contract is up T-Mobile will loose me as a customer = $9,600 (over next 6 years includes service and new phones.

See this customer was right from the start — but sadly you refused to listen.

DEATH the Digital Plan

Posted on February 19, 2010 by Tery

We’ve accomplished so much on digitally. Almost every business model has transcended to a digital model. But over the past year or so I’ve been thinking about one business model that has yet to really transcend digitally…though it’s almost here and that model is…Death Switch
Dead Man’s Switch
Sympathy Tree
Virtual Memorials
Asset Lock

There are even folks talking about how to manage your digital bits after you die.
And Facebook will preserve your FB page for as long as long can be, but really how long is long; how about of your life is really there, what will it be used for in the future?Women’s Internet History project. This project will help with the structure of story telling, preserve the stories of women who helped shape, provide a purpose for, and develop the internet. Join us in the preservation process @womensinternet on Twitter.

Women’s Internet History Project is dedicated to preserving the stories and contributions from women who were the pioneers of the early internet days 1980-1999. This project provides the biographies, contributions, experiences and connections shared by women who were involved with internet and digital.

DEATH

…it’s already a big business in the dirt world. Funeral services, memorials, obituaries, tombstones, even the catering business is attached to the business of DEATH.

I know you’re gasping at my focus on such a touchy subject.

My essay is an exploration of my thoughts about DEATH and potential for business plan about transcending DEATH in the digital world and what I think the future of DEATH will be. My reasoning around the subject of DEATH probably stems from my mid life, questioning who I am, my purpose and if anyone really knew me at all – sometimes this type of self absorption is a good opportunity to see if anyone is thinking in the same way if so what’s the opportunity?

Here I go: not to belabor the details of my request from my Will, I don’t want to be put into the ground & buried. I believe my human vessel should be cremated to save the planet from further waste and pollution. I believe the body is merely a vessel my personality, thoughts, dreams, feelings, hopes, desires, memories is really what makes me me and therefore the most important information worth saving. Here is where I see the opportunity in DEATH.

A slight digression, we do a great job of digitally preserving and archiving our arts, music, TV programs, movies, even our financial statements that go on in years in time, but why not the human personality?

Here lies the business I want to be in…

I want to be in the business of the preservation of personality – the thoughts and memories of the individual. Think about this instead of visiting the cemetery, you visit the digital version of your loved one. The memories, personality, all the digital bits and bytes about this person are archived so that you can relive those moments of your loved one. Therefore, in DEATH there is the opportunity for ever lasting life in the digital world.

Yes, there are several businesses that cater the digital business of DEATH already:

The list goes on…
Even searching the business of digital death [without quotes] led me to about 74 million possibilities about the subject.

I believe a lot of us are thinking about it, but I want to be the one to do something about it.

The future of DEATH could be something extraordinary. As our scientists continue to explore the possibilities of artificial intelligence [AI], the idea of utilizing existing data and information to give AI personality could be drawn from the profile of Human Archive. By utilizing your digital personality could provide you with ever lasting life.

What do you think…

My first step into this world is through a history project I’m working on with Aliza Sherman and Jen Myrunok,

Mission:
The premise of this project is to provide a platform to tell our stories, connect with one another, and celebrate the accomplishments of women in every aspect of the Internet evolution.We’re building a historical record of women in the Internet history over a 20 year span.The project is co-founded by Aliza Sherman and Tery Spataro

Are you Over or Under?

Posted on February 2, 2010 by Tery

Toilet paper is a necessary comfort for all households. But the big debate has always been whether the toilet paper should roll over or under. This age old debate may be the cause plenty of divorces, separations, firings, and social uprisings. Cottonelle took up the cause of whether TP should be dispensed over or under by having a public vote on which way to roll.

The Cottonelle campaign rolled out a couple in celebration of Thomas Crapper Day according to Blessing Abound Mommy. I first noticed the outdoor advertising on a bus shelter. I chuckled thinking why bother…but then I took a closer look. I discovered Cottenelle made it very easy for consumers to participate in the debate by voting and voicing their option on which way to roll via the Roll Poll Throwdown.

The message that the debate is on is integrated in a number of ways creating several stragetic touchpoints:

Outdoors
Website to cast your vote and see the voting results via a US map which has comments and videos
Facebook, Twitter and YouTube
Search engine marketing (SEM)
PR, blogger, and twitter chatter
TV ads
Tori Spelling and Dean McDermott got into the act with Cottonelle puppies, who doesn’t love those adorable puppies?

What I really enjoyed about this campaign was the fun way to engage consumers. There was a similar campaign over the Coke/Pepsi debate but TP isn’t something consumers usually discuss in mass. This was a clever way to give consumers an opportunity to talk about the over or under dilemma gets the conversation started.

Kimberly Clark got consumers to talk about TP and engage in the over or under debate. Budget minded consumers may be hunting for cheaper TP brands or offers to offsite strapped budgets. Was the Cottonelle campaign enough to provide brand affinity for Cottonelle? Was there any thought to customer acquisition an easy way to provide coupon offering?

The Persuaders

Posted on January 10, 2010 by Tery

I love marketing. Enjoy getting into the mind set of the people I’m marketing too. Understanding who they are where they come from and selling the right product or service to enhance their lives.

Do I believe there’s clutter out their. Sure do! Do I believe we as markers need to be as creative as possible to create a bond? You bet! I saw the Frontline special lastnight “The Persuaders“. Totally enjoyed and this is my letter to Frontline:

Shall I say fascinating? We as marketers have been creating consumer communities for a long time. Ouch, did I just out myself? Though I question one that exists around a paper plate that you simply throw away. Does that a true culture make?

Yes, psychology has always been a science used to understand the true nature as well as getting to the subconscious of the consumer. I especially enjoyed the interview with, Clotaire Rapaille, very sexy; and a very creative way of getting to heart of our inner reptilian. Praise Jung! I have used him myself on many occasions. Kevin Roberts, totally loving the concept of loving the brand and those consumers, who love their brands whether is car, shoes, grill, mobile phone, or lip stick. Creating that emotional bond is truly important and so is the follow through when those products break and closing the loop on every touch point.

That insightful moment for me was the usage of market research and psychology as means to political persuasion and perception change. Arming politicians with our words, now that’s what I call deeply darn right creepy, this being said from a seasoned marketer. Even I’m now afraid that I will believe the clock is a cat or was that the other way around? When government and those who we trust with our concerns now have the knowledge to use that what they think know about us against us. That’s something to really think about or need to do something about quickly!

Douglas Rushkoff and Frontline, Thank you truly good stuff! To the Persuaders, well it’s onward and upward to our next fine art of persuasion.

Social Measure the Holy Grail – SMBChicago

Posted on October 25, 2009 by Tery

The other morning I had the pleasure of being asked to moderate a session; the honor to discuss an important subject – Digital Measurement precisely Social Media Measurement. We’re all trying to figure out how to measure social media, the Social Media Breakfast was perfect place to discuss theories and successes in measuring social media. I wasn’t sure of the level of experience my audience would have so I de-geeked my formulas so that we could have a pleasant conversation.

And a pleasant conversation we had. The Social Media Breakfast of Chicago founded by Craig Bagdon, Scott Bishop and Mike Pilarz who brought together people from all types of backgrounds who are excited by social media and it’s various forms, usages, and users. The group I had sparked enthusiastic conversations around calculating success through measurement and a genuine desire for participates to get something out of the session. If you’re going to show up for an early morning breakfast this is the place that will fuel you physically and intellectually.

I presented rationale on measuring Social Media. Most importantly what’s necessary to do before your begin to measure. It’s always good to have a baseline. We all acknowledged there are so many different behaviors to measure. I spent the past years working out the behavior and intent which I described through a schema I created.

Rick Sack made a great comment about social media he said it’s not media it’s marketing.
The take away from our lively session on Social Media Measurement:

Identify the communication objectives
Define the communication objectives and in terms of social media usage
Identify the social media tactics along with key performance indicators
Indicate outcomes – these are end results of the communications, such as reaching the audience with message. inspiring dialogue, and learning.
Set the return on investment as well as baseline for future analysis – the formula for this is cost of acquisition.

Cost of program/metrics = CoA

Danial Prager, Ocean Agency, nicely summed up Social Media Measurement session in his blog post, On Social Media Measurement.

My recommended reading:

Aliza Sherman, The Everything Blogging Book
Clay Shirky, Here Comes Everybody
Bob Garfield, The Chaos Scenarios

Highly recommend attending the Social Media Breakfast Chicago – #SMBChicago follow: SMBChicago

You can find me on Twitterhttp://www.twitter.com/tery or Facebook.com/teryspataro

Stevedoring, Security, Secrecy – Opinion About Dubai Ports World

Posted on July 31, 2009 by Tery

My opinion paper, “Stevedoring, Security, and Secrecy” will dispel myths regarding United Arab Emirates. Address the issue of selling British owned P&O to Dubai Ports World the impact that decision will have on foreign direct investment for the United States. A brief history of U.S. port outsourcing is addressed. It will discuss feelings of xenophobia among U.S. citizens toward people of Arab nationality. It will provide U.S. lawmaker’s framework for requesting the 45 day review from the Committee for Foreign Investment.

This discussion will address questions regarding the Bush administration’s leadership abilities and reasons for wanting the arrangement with DP World. “Stevedoring, Security and Secrecy” will also cover ethical issues with the sale to DP World and communication issues that arose from the transaction. And provide insight to a possible resolution to the problem faced by DP World.

I wrote this paper for Regis University International Business presented to Dr. Bernie Kelleher.

click here for access to “Stevedoring,, Security, and Secrecy” 16 pages.

Request for Senior-Friendly Computer

Posted on July 4, 2009 by Tery

Joyce and Elaine, two seniors citizens have an open request to Bill Gates, Steve Jobs and Mike Dell for a senior friendly computer.

What's UP with CBS and Online Full Episodes?

Posted on December 27, 2008 by Tery

CBS provides the best network online viewing experience EXCEPT they stopped providing full episodes. Why CBS stopped, the fans of Eleventh Hour and Mentalist will never know. Over the past couple of months fans have complained to CBS. But CBS has not responded to fans’ postings on the CBS community message board. Which make the situation even more disappointing! How could CBS ignore us? What are the advertisers thinking? They should support online full episodes!

http://www.cbs.com/forum/forums/show/95.page

http://www.cbs.com/forum/forums/show/101.page

Almost 4,000 views on just the subject of “Where did the full episodes go?” but not one response from CBS.

Eleventh Hour is great and a lot of fans have opted to watch online. I did because of my busy travel schedule and the fact is I don’t own a TV.

Well, perhaps CBS will surprise anxious fans by striking up a deal with Hulu, which offers the best online viewing experience. Hopefully in the process CBS will not loose Eleventh Hour fans and the show will remain.

I have one question for CBS “What’s UP with online full episodes?”

No Cable TV or TV since January 2007 it's all about Hulu

Posted on October 6, 2008 by Tery

It started as an experiment ended up as a lifestyle change. I was curious can I enjoy the same television entertainment online that I enjoy through cable TV? Can I get everything that I love to watch on cable TV through online?

Keep in mind my computer is a HP Pavilion laptop originally I was using wireless then opted for cable modem to receive internet access.

My tastes in online entertainment are science fiction, drama, girl tv, science, and cooking shows.

I began the experiment in January 2007. I watch programming on ABC, CBS, NBC online, Hulu, Joost and will buy programming I like through ITunes.

At first it was struggle:

ABC provides the Full Episode Player. ABC recently made enhancements but did nothing to help with jerkiness and shaky access. I was watching Pushing Daisies yesterday the video was not syncing up to the sound. It would grind to a halt making the experience frustrating. HD is nice when it works but all unless you have a lot more bandwidth than the average person it’s difficult to see a complete program.

I don’t like having to click on the advertisement when it’s finished to get back to the program. What I do like about the ads is that they can be interactive.

I watch on ABC online: Pushing Daisies, Dirty Sexy Money, Ugly Betty, The Practice, Eli Stone, Grey’s Anatomy, Lost, and Desperate Housewives.

I would not have the time to watch any of these programs if I had cable TV even if I saved the programming to DVR I would not have the time or patience to program it.

CBS originally had InnerTube recently changed format. The resolution and speed are an improvement. The HD version works nicely.

I watch CSI, CSI Miami and CSI NY; just saw The Mentalist and waiting to see The Eleventh Hour. On occasion I’ll watch Numb3rs.

The ads play for about 30 seconds and bring you right back to the program. There are only about 5-6 ads per 45 minute program.

NBC provides video of most of its programming but also makes it available on Hulu. I watch several NBC programs including Chuck, The Bionic Woman, Heros, Medium, and Lipstick Jungle.

The ads stream the similarly to CBS and again is 5-6 ad per 45 minute program.

Hulu provides the best experience for online entertainment as well technology. I watch my favorites like Fringe, (new) Battlestar Galactica, Terminator: The Sarah Connor Chronicles, Lipstick Jungle, Heros…and watch older shows like ReGenesis. So far I’m not compelled to buy a TV.

When I can’t find anything I will use Joost and IStore. Joost has some the older programs like Twin Peaks, Crusade, Moonlight and some interesting British programs including HEX. One feature I like about Joost is you can chat with your friends while you’re watching. It reminds of the very early days when Charlene Smith created Orb for Mystery Theatre 2000 for SciFi Channel. If you were a member of ECHO at the time you can chat and your posts would show up on the bottom of the TV screen.

I’ve gone the same with my mobile phone and not having a land line. TV feels constricted and I want to see programs on my time served up when I want it.

Mindarrays – What's on My Mind Thoughts by Tery Spataro

Confessions of a Marketing Addict

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