Hello, Hello, Hello…Can You Hear Me Now MetroPCS??
By Dan Getz/Dance4One,
Why is it that some companies, while amazingly innovative and creative during their formative years, so often lose momentum and/or end up failing miserably as they “mature”? Why is it that the rapid growth of a start up company or new concept often ends up in an uncontrollable tailspin that all-too-often leaves their employees, investors, customers and sometimes the bankruptcy courts scratching their heads?
While I believe I could use plenty of data and insight based on my last 5 years of employment as a former Sr. Finance Analyst for MetroPCS, I think I can tell a MUCH more compelling story as a former CUSTOMER of MetroPCS, who switched to T Mobile 5 or 6 months ago…
Braxton Carter (CFO, MetroPCS), while I have had the pleasure of having lunch with you about a year ago, and sincerely respect you as a person and superior leader of one of the fastest growing telecommunications companies in the United States, I have to respectfully disagree with your comments published in the Dallas Morning News Business Section today, May 19, 2011 (via The Wall Street Journal) that were a response to the proposed acquisition by AT & T of T Mobile. To me, it quite honestly sounds like you are preempting MetroPCS’s possible failure or inability to compete in the market place with excuses.
In the nine months I specifically worked within YOUR organization at the corporate level, my reputation preceded me as a “no nonsense, say it like it is” type of guy who didn’t pull any punches. However, during that time, I also think it became VERY apparent to most that I ALSO explored EVERY avenue possible, short of direct confrontation, to resolve a known or unknown issue. So I preface this next section by saying I tenaciously attempted to resolve my issues as a Customer of MetroPCS’, through every “avenue” imaginable within and outside of Customer Service at MetroPCS before ultimately being fed up with the run-around, rudeness, incompetence, and miscommunication I experienced at MetroPCS, before turning to T Mobile for my POST PAID/NO CONTRACT Wireless Service in November or December of last year while conducting business and en route to Oklahoma City and Kansas City.
So Braxton (everyone at MetroPCS called you that, so I figure we’re still on a first name basis), I challenge you Individually, and as the Representative of an Organization to thoroughly investigate the significant coverage, hand-off, 411, 611 and Customer Service issues I have and I am certain others have experienced, or are experiencing. I challenge you, Braxton to REMEMBER and ADEQUATELY replicate the SUCCESS of Tom Keys (current COO of MetroPCS, and former VP and General Manager of the Dallas Regional Office) and the Dallas
I realize Sprint has been even “louder” in voicing their displeasure over this proposed purchase, and, although I cannot speak to any experience I have had with this company, I would still challenge you (Sprint) to ALSO awaken and stir up the creativity, innovation and “outside of-the box” thinking I’m certain was present within your organization at one time, and probably still is SOMEWHERE, rather than pointing the finger at another…COMPETITOR.
In today’s economic climate, the old adage of “Survival of the Fittest” could not be more true…
Dan Getz, owner and operator of Dance4One and More Green Consulting writes a DAILY BLOG covering economics, politics, religion and EVERY DAY LIFE at www.Dance4One.blogspot.com.
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