Matching Tracksuits

You’re a loyal wireless customer. You always pay your bills on time, and you’ve never harped on or bitched about anything.

What happens when someone steals your cell phone and your contract is with a reputable company that is vaguely interested in keeping its customers satisfied? The answer is irrelevant, because there are a number of solutions to the problem that involve keeping the customer happy (so that, naturally, she will continue giving money to the company).

What happens when someone steals your cell phone and your contract is with a company that has no idea what “customer satisfaction” means and is more interested in covering its butt than providing a service? You’re charged a penalty.

I had a cell phone with Plus GSM, a sorry excuse for a wireless provider that has such generous packages as twenty free minutes for a forty-zloty monthly charge.

“Choose us and you get three short but entire conversations for free!”

Such are the sorry offers you get in Poland, where an adolescent free market is still virtually competition free. You swallow hard and take what they give you, if you want a cell phone.

I had no choice. I signed a contract, used my twenty minutes, sent a ton of text messages instead of talking to people, and despite the ridiculously small number of minutes I had, was relatively satisfied.

When Kinga and I moved to the States, I left my cell phone with my father-in-law. This was because Plus GSM would not cancel my contract even under such extenuating circumstances. I was told I would have to pay an early-termination fee. Nothing new there — wireless providers in the States do the same thing (although Verizon told me that I could cancel without a penalty if I were moving to a location that didn’t have Verizon service. What is ridiculous about it is Plus GSM’s early termination penalty fee is 800 zloty, which represented 73% of my monthly salary!

Seventy-three percent! I decided instead to leave money for my monthly payments with my parents-in-law and let them use the free minutes (My wonderful package included a whole twenty free minutes!) until the end of the contract.

Last week, my mobile phone was stolen. I informed Plus GSM via fax and asked them to discontinue service to that particular cell phone. The plan was simply to continue paying the monthly fee until the contract is completed in November and be done with it. To do this, we’d have to buy a new SIM card for the cell phone, even though we wouldn’t have a phone to put it in.

We wrote a fax to Plus GSM about this. For those who can read Polish:

Zwracam sie z prosba o calkowite wylaczenie karty SIM mojeg telefonu nr 695-635-967. Prosbe swa uzasadniam tym, ze telefon moj zostal skradziony. Poniewarz w tym momencie przebywam w USA chcialbym upowaznic do wszystkich zmian na moim koncie pana Jana Jedrusia […]. Zwracam sie rowniez z prosba o udostepnienie Janowi Jedrus adresu e-mail oraz nr, ktore umozliwia znalezienie telefonu.

Wiem, ze dane te powinny znajdowac sie na mojej umowie ale niestety umowa ta zaginela podczas mojej ostatniej  rzeprowadzki.

For those who can’t read Polish, the fax basically informed them of the situation and authorized my father-in-law to make any changes necessary in my account to resolve the matter.

Plus GSM did as requested. Sort of. They interpreted that fax as a cancellation of the contract and informed my father-in-law that the penalty bill had been sent.

Infuriated, I sent the following fax, in English:

I have been informed by Jan Jedrus, my father-in-law, that despite the fact that my telephone was stolen, you intend on forcing me to pay the penalty for early termination of contract.

My phone was stolen and you want to penalize me further? I’m a victim, and you’re treating me like I’m the thief!

That is the singularly most immoral business practice I have ever encountered.

I know your argument: “Well, sir, if we just canceled contracts whenever someone reported their cell phones stolen, we would lose a fortune because so many people would lie and then sell the phone!”

I’m sorry, but that is not my problem. You are the ones operating a business, and that means you are by default taking a risk. Customers should not be taking a risk in signing a phone contract.

What you’re doing doesn’t even make good business sense. You want to make money, not lose it. When I come back to Poland, I will need a cell phone. If you treat me well, I will chose your company, which would result in me paying much more than 800 zloty. However, you want me to pay 800 zloty now and thereby guarantee that I will never use your services again. Are you really that short-sighted?

You’re just showing that in Poland, it’s better to steal than be honest. It’s better to be a thief than to be an honest customer. If there were any justice in Poland, and there is not, you would be shut down for your fraudulent business practices.

I refuse to pay this penalty

Kigga’s Dad talked to these folks several times, and they told him that if we didn’t pay, they’d take me to court. But when we got to thinking about the details of this situation, and we realized something startlingly simple: we never canceled the contract. If they take us to court, we simply and honestly deny that we canceled the contract, and they have no proof that we did.

Still, we wanted to finish this in a respectable, honorable manner, so we sent yet another fax, explaining explicitly that my father-in-law had my authorization to do anything necessary to resolve this, including buying a new SIM card. We wrote yet another fax, expressly saying that my father-in-law had “permission” to buy a SIM card for the phone. Again, for those who know Polish:

W zwiazku z tym ze aktualnie mieszkam w USA a moj telefon, na ktory nie wygasla jeszcze umowa zostal skradziony upowazniam pana Jana Jedrusia zamieszkalego w Jablonce […] do zakupu zastepczej karty sim na rzecz mojego konta. Pragne wyrazic moje oburzenie jak malym zaufaniem traktujecie swoich stalych i uczciwych klientow. Bylem waszym klientem ponad poltorej roku, zawsze w terminie placilem rachunki. W sytuacji kiedy przeprowadzam sie do USA a kilka tygodni pozniej, telefon zostaje skradziony z kuchni mojego tescia firma naraza mnie jedynie na kolejne koszty i traktuje mnie jak zwyklego oszusta. Pragne tutaj zaznaczyc, ze w USA w kazdej firmie telefonii komorkowych w przypadku przeprowadzki mozna bez zadnych kosztow wycofac sie z umowy. W Polsce nie jest to jeszcze mozliwe, to ciagle jeszcze mlody kapitalizm i niestety nie umiecie jeszcze szanowac swoich klientow. Przyznam, ze najwygodniejsze dla mnie byloby zaplacenie abonamentu do konca waznosci umowy, niestety jak poinformowal mnie tesc po rozmowie z biurem obslugi klienta, firma nie wyrazila na to zgody.

Bardzo prosze rowniez o przyslanie na moj adres internetowy adresu e-mail do dalszej korespondencji. Musze przyznac, ze forma komunikowania narzucona przez PLUS GSM naraza mnie i pana Jana Jedrusia na znaczne koszty. Bardzo prosze o wyrozumialosc i odstepstwo od Waszych nieprzyjaznych zasad.

Highlights, for non-Polish readers, include, registering “offense at how you treat your honest clients with such little trust,” and a comment about “young capitalism” in Poland, which means that unfortunately “you don’t know how to respect your clients.”

After we sent this, my parents-in-law went back to the nearest Plus GSM in Nowy Targ to buy the card. The sales rep asked for a copy of the contract. My parents-in-law didn’t have it; I have no idea where it is. Plus GSM does have a copy in Warsaw, but they refuse to send it. My father-in-law, angered beyond belief, suggested that he just pay the rest of the contract monthly payments then and there.

“No,” was the reply.

And so we’re just forgetting about it. Let them take us to court — for a little over $200 dollars. Let them do whatever. I, for one, will never have anything to do with

Plus GSM, and if you’re in Poland, I suggest you do the same.