T-Mobile: Pending Crisis Management

When one of a global company's top product fails so grossly, it is always interesting to see how the behemoth handles the crisis. T-Mobile is in crisis. Its popular phone and messaging device the Sidekick suffered a "massive data failure" in early October.

So what is T-Mobile doing to manage the crisis, which is sure to affect more than Sidekick sales?

1. Saying I'm sorry: Delivering an apology was the obvious first step. See their letter below.
2. Throwing presents at the problem: Offering affected certain customers a $100 "peace offering" as compensation for the lost data was a nice gesture, though only mildly received on the T-Mobile forums.
3. Pulling the failure from the lime light: Finally, suspending the sale of the offending product saves said behemoth from a publicly scrutinized plummet in Sidekick sales.
4. Keeping the masses calm: Whether or not it is true, T-Mobile is smartly asking for its customers' patience as it works through the problem, telling the world that "all is not lost."

What will Behemoth do next? Are you eyeing your Blackberry Curve as closely as I am mine?

Check out T-Mobile's letter to Sidekick customers...

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 these Forums 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.