Thursday, December 20, 2007

Does your head spin around? And what is "support"?

I checked my Gmail for the first time in a couple of days and noticed that I received a response from T-Mobile regarding my previous question. AFter reading it, I had to laugh.

Received: by with SMTP id r6cs217129agb;
Tue, 18 Dec 2007 13:27:55 -0800 (PST)
Received: by with SMTP id t12mr9013627pyj.0.1198013275216;
Tue, 18 Dec 2007 13:27:55 -0800 (PST)
Received: from ( [])
by with ESMTP id u6si18585482pyb.2007.;
Tue, 18 Dec 2007 13:27:55 -0800 (PST)
Received-SPF: neutral ( is neither permitted nor denied by best guess record for domain of client-ip=;
Authentication-Results:; spf=neutral ( is neither permitted nor denied by best guess record for domain of
Received: from ([])
by with ESMTP id 5502347.81370529;
Tue, 18 Dec 2007 13:27:30 -0800
Message-ID: <2653516.1198013263961.JavaMail.K_adm@NXPRDASKNA05>
Date: Tue, 18 Dec 2007 13:27:42 -0800 (PST)
From: Customer Care
Subject: Re: Products and Services.TextMessaging (KMM3979744I18242L0KM)
Mime-Version: 1.0
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: quoted-printable
x-mailer: KANA Response


Good afternoon and thank you for taking the time to contact us regarding
case number , my name is Karen. I would like to start by apologizing=20
for the time it has taken to respond to your e-mail, thank you for your=20
patience and understanding in this regard.=20
I see from your e-mail that you have some questions about our terms of=20
service in general and you could not find this information on our web=20
site. I know that there is a huge amount of information available to=20
you and I will be happy to help you with this today.

If you will go back to and scroll all the way to the=20
bottom of the page you will see links there for =E2=80=9Cterms of use=E2=80=
=9D and=20
=E2=80=9Cterms and conditions=E2=80=9D. Please click on either or each of=
these links=20
and read all of our policies of use regarding our service and notice=20
that we do not support services from other service providers.

I am confident that the information I have provided has answered your=20
questions. If you have added concerns or questions please respond to=20
this e-mail or call our Customer Care department. The toll free numbers
are available 24 hours a day, 7 days a week at 1-800-937-8997.

Thank you for contacting T-Mobile and as we are now the proud recipients
for the 6th year, of the J.D. Power and Associates=E2=80=99 2007 Wireless=
Customer Care Performance Study award, we hope to see you as part of our
family very soon!

With warm regards,

Karen S. 7284374
Customer Care Specialist
T-Mobile, USA

Now let's look at the statement

notice that we do not support services from other service providers.

There are two ways to interpret this statement.

The first is that T-Mobile, which does not control Twitter in any way, cannot answer questions about any problems that I am having with the Twitter service itself. If my at sign links aren't clickable in mobile Twitter, or if the little birdie is on the screen, there is nothing that T-Mobile can do about THAT.

The second is derived from the statement in Marianne Maestas' first letter (you know, the statement that was just a rumor).

As you have been advised, Twitter is not an authorized third-party service provider, and therefore you are not able to utilize service from this provide any longer.

At this point, I'm going to give T-Mobile the benefit of the doubt and go with the first interpretation.

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