Wednesday, July 02, 2014
You're the number four cell phone service provider, well behind the leaders. You have dedicated your company to better customer service in order to catch up. Suddenly the Federal Trade Commission hits you with the first-ever lawsuit for bogus phone charges. That is what happened to T-Mobile, and it has knocked the wind out of the company for the moment. The lawsuit vitiates all that the company has done and makes it look like a scammer when it is in reality a victim of scammers. There isn't much the company can say to regain its reputation until the lawsuit is resolved. It should -- and did -- protest the action, but that is hollow when a government regulator is involved. T-Mobile's PR department must be working overtime without much hope of making headway.