August 24, 2011 9:58 pm
Earlier today the Mobilicity network in Vancouver, Edmonton and Calgary experience an outage (caused by a cut fiber optics cable), something that can and has happened to other Canadian carriers. Customers were unable to make or receive calls, text messages or even get their emails. Frustrating for sure, especially since you’re paying for a service.
This is how customers service in wireless is done correctly. Customers probably hopped on another line and called Mobilicity to find out what the issue was, but CEO Dave Dobbin took to Twitter and quickly explained the outage would be restored. Taking it one step further and possibly giving more than just a “we’re back”, Dobbin stated that “We’re giving every Western customer either a wallet credit or three months free voice mail to say we’re sorry”. One would think the wallet credit is $24 as voice mail is an $8/month add-on (voice mail is already included in their $35 and $45 plans).
In this case it’s not really the value of the free voice mail or wallet credit, it’s that Mobilicity quickly responded, acknowledged the downtime and effortlessly made it right… which is very refreshing.
For all the customers out West, dial 611 from your Mobilicity phone or 1-877-866-2458 to reach customer care.