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Content Inside: Volume 5 V Issue No. 1 . 1 Confidential 08 02 important news | information | updates Year Y Month NEW! T-Mobile Support T-MOBILE CONTINUES to Receive Top T-Mobile has instituted a new policy regard- ing support by the local T-Mobile team in which Recognition for Quality Customer Care stores doing less than 15 activations will not be supported by their representatives regarding col- lateral and visitations on a regular basis. The For the Seventh Consecutive Time, T-Mobile Achieves the Highest Ranking for Customer support will be supplied by the Master Distribu- Care in the Wireless Industry tors ONLY in this case MGM. We will endeavor to get collateral to all stores doing less than 15 activations in a timely manner. This change has BELLEVUE, Wash. January 31, 2008 T-Mobile USA, Inc., earned the highest ranking in been decided by T-Mobile because stores doing the J.D. Power and Associates 2008 Wireless Customer Care Performance StudySM Volume less than 15 activations are not showing a de- 1, making T-Mobile the only wireless carrier to achieve the award seven reporting periods in a sire to make T-Mobile an integral part of there row. business and are not serious about growing T- Mobile. Any location doing less than 5 activations "At T-Mobile, our customers are always the No. 1 focus. Receiving an unprecedented seventh per month will be cancelled by T-Mobile. This is award for customer care is something that takes the entire T-Mobile team working together to NOT an MGM directive and MGM has no control deliver an exceptional service experience," said Sue Nokes, Chief Customer and Operations over this policy. Our local MGM representatives Officer, T-Mobile USA. "This honor demonstrates that T-Mobile's customer care and retail rep- will service all locations on a regular basis. resentatives are one of the best in the business, and their dedication will continue to ensure our customers reap the rewards of their outstanding service." NEW! Samsung T639 The study measures consumer experiences on the phone with T-Mobile Customer Care Rep- resentatives, in-person at T-Mobile retail stores, and online at www.t-mobile.com. The study Show off your different colors by swapping out shows: the faceplates on the stylish t639. Loaded with T-Mobile ranks highest among all wireless providers in Overall Customer Care Performance, the latest features, this phone is more than just significantly above all its competitors and the industry average. great looks. T-Mobile's Automated Response System (voice-prompted assistance) scores highest among all wireless providers and significantly higher than the industry average. FEATURES: T-Mobile scores well above other wireless carriers and the industry average because customers AOL®, Yahoo!®, MSN®, & ICQ® Instant Mes- experience an average hold time of two minutes or less. senger®* In interactions between consumers and customer care representatives, T-Mobile is equal to or Changeable face plates 1.3 Megapixel camera above the industry average in all nine attributes measured in the study. MegaTones®, Wallpaper, HiFi Ringers®, & Games* myFaves capable* The 2008 Wireless Customer Care Performance Study Volume 1 is based on responses from Easy text input 12,492 wireless customers. Interviews were conducted between June and September 2007. Speakerphone EDGE* Photo caller ID In 2007, T-Mobile also received the highest ranking in the following J.D. Power and Associates Micro SD memory slot studies: Bluetooth® connectivity · Overall Customer Satisfaction Volume 2, for the fifth consecutive reporting period, ranking Calculator ahead of all other wireless carriers in the Northeast and West regions and highest in a tie in the other three regions: Southwest, Southeast and North Central Wireless Retail Sales Satisfaction, for the fifth consecutive reporting period Business Wireless Satisfaction, for two reporting periods. NO MORE SIM CARD EXCHANGES! Beginning March 1, T-Mobile will no longer allow SIM cards to be exchanged. The program that previ- ously allowed RPS Dealers to exchange used SIM cards for new ones will be terminated. Details - T-Mobile is removing the SIM card exchange program to ensure we are taking the necessary steps to protect our customers' proprietary and network information which includes, no longer allowing the transfer of used SIM cards. - Customers who return handsets that do not result in an exchange should be encouraged to keep their SIM card. Any used SIM cards containing customer data should be destroyed. - For your convenience, T-Mobile will continue to offer a loose SIM purchase program, where loose SIM cards can be purchased for $15.00 each. BUY NOW! - If you have any questions, please contact your MGM Representative. www.mgmmobilestore.com
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