$100. That’s it. That’s all T-Mobile is giving customers for their Sidekick dataloss

by Guest on October 13, 2009

sidekickGiven the choice of being either Kanye West’s PR spindoctor, or anyone on tech support for T-Mobile Sidekick – my choice would be easy.  No matter whose acceptance speech Kanye interrupts, it’s still going to be less damaging than what’s going on at Sidekick these past few days.

A quick timeline of events:

Oct 1 – 10 – T-Mobile Sidekick users experience intermittent random data outages.  Some customers remove/replace battery to troubleshoot problem.  Phones are unable to communicate with the servers, resulting in loss of data on devices.  T-Mobile advises customers do not let batteries run out completely.

Oct 10 – T-Mobile announces that there might be a problem with their servers, and this might impact the users.  Sidekicks were pulled off the shelves.  Customers offered up to $20 credit for inconvenience (equal to 1 month of data service)

Oct 12 – T-Mobile offers $100 credit for customers that experienced “significant” data loss

T-Mobile has this on the Sidekick website:

T-MOBILE STATUS UPDATE ON SIDEKICK DATA DISRUPTION, MON., OCT. 12

Dear valued T-Mobile Sidekick customers:

We are thankful for your continued patience as Microsoft/Danger continues to work on preserving platform stability and restoring all services for our Sidekick customers. We have made significant progress this past weekend, restoring services to virtually every customer. Microsoft/Danger has teams of experts in place who are working around-the-clock to ensure this stability is maintained.

Regarding those of you who have lost personal content, T-Mobile and Microsoft/Danger continue to do all we can to recover and return any lost information. Recent efforts indicate the prospects of recovering some lost content may now be possible. We will continue to keep you updated on this front; we know how important this is to you.

In the event certain customers have experienced a significant and permanent loss of personal content, T-Mobile will be sending these customers a $100 customer appreciation card. This will be in addition to the free month of data service that already went to Sidekick data customers. This card can be used towards T-Mobile products and services, or a customer’s T-Mobile bill. For those who fall into this category, details will be sent out in the next 14 days – there is no action needed on the part of these customers. We however remain hopeful that for the majority of our customers, personal content can be recovered.

Sidekick customers can continue to visit T-Mobile Sidekick Forums (http://www.t-mobile.com/sidekick) on a regular basis to access the latest updates, as well as FAQs regarding this service disruption. The Forums also offers tips and suggestions for rebuilding content on your device.

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What is the right amount of compensation for customers that experienced data loss?  Is $100 too much, or not enough?  If you only have one backup, you might as well have none – but was this communicated to the T-Mobile customers?  What is “significant” data loss ? 

Written by: Jason Finnerty. www.digitcom.ca. Follow TheTelecomBlog.com by: RSS, Twitter, Identi.ca, or Friendfeed

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