T-Mobile is introducing a new service called Express Courier, which is designed to significantly reduce service downtime in the event of a technical hardware fault. In cooperation with the logistics platform Wolt Drive, it will start distributing replacement modems and set-top boxes within 60 minutes of a fault being reported. The service is available in Prague, Brno, Ostrava and 34 other cities throughout the Czech Republic.
This new feature is intended for end-users of fixed internet and MAGENTA TV digital television who use devices under a rental model. The aim is to eliminate days of waiting for postal delivery or the need for a personal visit to a branch in situations where a household or office is without connection due to a malfunctioning terminal. According to the operator, this is a free service, which is unique in its scope within the domestic telecommunications market.
The exchange process begins on the operator's technical line.
“If a customer reports a fault, the operator first performs diagnostics. If a device fault is confirmed and the service is available in the given location, an express delivery order will be created,”
company representatives state. The customer then receives a confirmation and can track the courier's movement in real time on a map. Package handover is secured using a 4-digit PIN code, which the user receives via SMS.
Although the delivery of a new unit is a priority, the process does not require immediate return of the faulty device directly to the Wolt courier. The faulty device must be returned by the customer additionally through standard channels, i.e., via Balíkovna, Zásilkovna, or in person at any T-Mobile store according to the instructions on the operator's support website.
Currently, the service focuses exclusively on resolving complaints and technical faults of rented equipment. However, the company plans to use express logistics for regular orders of new services or end devices in the future, which would shorten hardware delivery times to customers to a matter of hours, even outside of fault situations.