What we have here is a failure to communicate

If you haven’t heard about the whole Twitter v. T-Mobile drama over the weekend, you might be living under a rock. In case you are, you can read it on previous posts here at Alternageek or go Google it for the details but basically:

• T-Mobile and Twitter shortcodes did not get along.
• Customers contacted support, were told over the phone it was blocked.
• Customers contacted the T-Mobile customer relations department via email.
• T-Mobile sent out canned we-are-blocking-it-get-over-it-or leave response.
• Twitter confirmed the block.
• The blogosphere & Twitter users pulled out their torches and pitchforks and called T-Mobile nasty names such as”AT&T”.
• Twitter said hold up, it’s a technical issue.
• Twitter said everything works again.

I emailed the T-Mobile Sidekick Technical department and the Media Relations department on Friday. Today I had a response from each in my inbox. The responses are humorous so I will include them here for your entertainment:First off we have technical support. Make sure you note the standard we-are-blocking-it line in bold:

Customer Care <customercare@t-mobilesupport.com>Mon, Dec 17, 2007 at 11:51 AMTo: linuxchic@alternageek.comDear Christa,Thank you for taking the time to contact T-Mobile. We understand you are having difficulties using a text messaging (SMS) short code on your Sidekick . We know how important it is to be able to use short codes on our Sidekick, and we appreciate how frustrating this must be for you, however please be assured we will be more than happy to assist with your issue.Christa, we are very sorry to read you are unable to use the short code 40404, so please let us review this with you.This is a third part service not supported by T-Mobile, so the code may not work for you. There will be a full phone number associated with the short code, so perhaps twitter can provide you with this. Twitter is not an authorized third-party service provider, and therefore you are not able to utilize service from this provide any longer.Christa, We apologize for any inconvenience that this issue may have caused you.We hope we have addressed all of your questions and concerns, however if you have further issues please let us know.We would like to remind you that you have free access to My T-Mobile, our Web site just for T-Mobile customers. You can manage your account nline, anytime, at no charge, just browse to https://my.t-mobile.com/Login/Default.aspxThank you for taking the time to write to us Christa, and we thank you or being a loyal T-Mobile customer since XXXXXXXXX.If you have any further comments, questions, or concerns about this issue, or any other matter, feel free to contact us at anytime via mail, or by calling 1-800-937-8997, or 611 from any T-Mobile handset.Sincerely,Gary Technical Care SpecialistT-Mobile USA

Now we have a response from Media Relations. Apparently they are politicians and have no problem blaming anything or anyone as long as they don’t have to take responsibility. Once again, note the bolded comments (my markings, not theirs)

Media Relations <MediaRelations@t-mobile.com>Mon, Dec 17, 2007 at 2:55 PMTo: Christa C <linuxchic@alternageek.com>Christa,Twitter users are welcome to stay connected through T-Mobile service. Rumors that T-Mobile blocks the service are false. T-Mobile confirmed with Twitter that there was a technical issue between the two companies’ systems that temporarily prevented some customers from utilizing the service this past weekend. That issue has since been resolved and the companies are working to prevent such incidents from re-occurring.Regards,T-Mobile USA, Inc.Public Relations

Apparently the two departments don’t speak to each other. They are trying to make nice nice by saying they heart Twitter users but still are unable to take responsibility that their own emails are the ones that are creating the rumors. Seriously, tell your people to stop including that line!! I have invited Media Relations to clear up the misunderstanding through Alternageek but I can’t tell you if they will take me up on it.Enough humor and politics for the day, back to doing something worthwhile.