To start, I am a prepaid customer using a vibrant bought at a off contract price. Ok, so my phone starts having numerous problems (very low volume earpiece, poor reception in a good area, etc.) and I get a replacement order. Catch is, I have to send the phone in first. Great, I send it in and they tell me to wait 10 business days. Tomorrow is the 10th day, and guess what, no status on the replacement shipment. I know tmobile has received my phone as by the UPS tracking site, yet no shipment info. I have filed a Handset Research Form already and the reps know nothing about whether or not the vibrant is on backorder. What should I do, call and complain to customer loyalty?
(I have talked to customer loyalty and they transfered me back to the prepaid reps, for something completely unrelated to accounts and refills. )
Call them, and explain your situation, and if some rep starts saying "we can't know for sure" or something, bring your game on, be angry.
Tmobile loves angry costumers.
I once asked for a replacement nicely, then they told me some bullcrap, so i got pissed, and told them i want my replacement NOW and if i don't get it, i'm going to come over to a tmobile store, steal one off their show-case and put the broken one on there and leave. She told me "sir your crazy" so i kept getting pissed, eventually after 20 minutes i got a replacement order done
xriderx66 said:
Call them, and explain your situation, and if some rep starts saying "we can't know for sure" or something, bring your game on, be angry.
Tmobile loves angry costumers.
I once asked for a replacement nicely, then they told me some bullcrap, so i got pissed, and told them i want my replacement NOW and if i don't get it, i'm going to come over to a tmobile store, steal one off their show-case and put the broken one on there and leave. She told me "sir your crazy" so i kept getting pissed, eventually after 20 minutes i got a replacement order done
Click to expand...
Click to collapse
hahaha sir you are harrilious
Sent from my SGH-T959 using Tapatalk
Oh, believe me, I have had plenty of occasions where the F word or s- word came up in both live chat and telephone call.
Live chat: "Sir, please restrain from using profane language in live chat."
Telephone service: Beep, beep, beep, beep, beep.
XPLANE9 said:
Oh, believe me, I have had plenty of occasions where the F word or s- word came up in both live chat and telephone call.
Live chat: "Sir, please restrain from using profane language in live chat."
Telephone service: Beep, beep, beep, beep, beep.
Click to expand...
Click to collapse
Hahahaha...... cancelling ur line with them always get u some discounts.
*** Sent from my Samsung Vibrant (Bionix V) using xda app
Its a rule of thumb In retail the nice customer doesnt get jack crap. The loud mouth ahole gets all kinds of discounts and his butt kissed for a few reasons.
1 The person you are talking to doesnt really wanna hear your mouth.
2 Its bad press for them. Everyone always remembers the bad services.
3 If you ***** enough corporate will hear it and make you do it anyway because they do not want to deal with. Then you look like the total ass for not doing it in the first place.
These are all reasons why people in my store get free ****. ( no you cant come yell at me because I dont work for t-mobile)
If you don't get any info soon, try emailing [email protected] Explain what is going on in the email and a number they can reach you at. They respond pretty quick. I had a call back within 4 hours on a sunday. They work for the office of the president of tmoble and have the power to get things taken care of.
They are actually the ones that got me hooked on Android. Had issues with the BB that the wife and I had and I esculated the promblem to them. Ended up getting two Cliqs delived the day they were released and 2 months free on the bill.
hazard99 said:
Its a rule of thumb In retail the nice customer doesnt get jack crap. The loud mouth ahole gets all kinds of discounts and his butt kissed for a few reasons.
1 The person you are talking to doesnt really wanna hear your mouth.
2 Its bad press for them. Everyone always remembers the bad services.
3 If you ***** enough corporate will hear it and make you do it anyway because they do not want to deal with. Then you look like the total ass for not doing it in the first place.
These are all reasons why people in my store get free ****. ( no you cant come yell at me because I dont work for t-mobile)
Click to expand...
Click to collapse
Exactly.
Being nice doesnt work. Get tough. Btw my story was real. U need to call them out and curse em too maybe not too much but just the right amount
Start slow and be nice at first. be prepared to make multiple calls(thats if you have another phone handy) In the span of an hour.
Dont disrespect the person themselves! They will not help you if you do.
hazard99 said:
Start slow and be nice at first. be prepared to make multiple calls(thats if you have another phone handy) In the span of an hour.
Dont disrespect the person themselves! They will not help you if you do.
Click to expand...
Click to collapse
+1 Before I switched to Walmarts Family Mobile (uses TMobiles towers) I always gave TMobile 5 chances on the phone to get what ever problem I had fixed. Never got rude or anything. If by then the problem wasn't resoved, I would email the ExecutiveResponse team and it was handled almost always in the first call that they made to me.
Thanks guys, emailed executive response. Waiting for a response.
Any word back from them yet?
richmc73 said:
Any word back from them yet?
Click to expand...
Click to collapse
Nope, still waiting. I expect a delay of a day or two.
Who here thinks I can get through a request for a vibrant and free hd2 along with it to reimburse for my inconveniences?
LOL I don't think that will happen but you may get a new Vibrant out of it. Just remember when they call to be nice and calm.
Any response yet?
They never called me but I got an email for ME to call them. Wish me luck today!
Good luck bro, Hope to hear some good news soon.
just tweet them @TMOBILE
you'll have a response the same day.
also, just go into the chat, warranty/replacement, when it asks if you are flex, just hit no. Tell them you had a replacemnt order, and have not received it yet and are wondering the status.
They were able to look up my Wifes order, and tell me the tracking number, that it was delivered to the office the day after I placed the order...(They must know me) lol
The day I contacted them was the 6th day after I placed the order, (great front office huh?)
So yeah, just be nice. If anything, they will overnight you one.
Trust me, they arent on backorder.
Agree that they are not on back order. Two guys I work with just had thier MyTough Fenders bricked by the ota they just released for it and TMobile is relpacing with Virbrants.
Moved of: Samsung Vibrant > Vibrant General
To: Samsung Vibrant > Vibrant Q&A
Please put your questions to: Vibrant Q&A
Related
I don't know who/what/when/where or how, the power button on Photon is missing? I have never dropped my device, I don't even toss it onto bed!!! I hope I dont get a new phone because it took me over a WEEK, 10 - 14 hours a day to get it like I wanted it!!!
..... cool dude
That sucks bro. Happened to mine too. It's just held on by adhesive tape.
How is this under accessories? How is it under anything really...
Sent from my MB855 using XDA Premium App
beyondinferno said:
That sucks bro. Happened to mine too. It's just held on by adhesive tape.
Click to expand...
Click to collapse
OK, it appears its held on by some glue as I can see the white on the button on the bottom.
@Codee, I put it here becuase if I could (and I cant) find another button, I'd buy it and put it on myself.
Now: I'm a pretty easy going person, i rarely get upset at anything, life is too short. I go to Garden State Plaza to Sprint store to speak to one of the Brightest Minds in America. Her nametag says "Manager" so I know I have the correct person and I'm going to get top notch service!!! I tell her its broken, the power button fell off! The first thing out of her mouth was "Have you had the phone for 30 days or less?" (I will not insult you guys, phone came out August 1st, therefore, this chick cannot count!) After this hiccup, she ask where I got it? (Again, I will not insult you. I treat my toys well and I have insurance, I dont care if I got it in Mississippi, it says "Sprint" on it, you see my insurance on my account, give me a working phone!!!!) After 10 minutes on the phone with "whoever", she tells me I need the box because they need the IMEI #. ITS A BOX, I DONT GIVE A RATS...............I'm going back with box and phone at lunch.
Imei is under the battery too isn't it?
Sent from my MB855 using XDA App
I will make this short and sweet, I got a new Photon. I'm pissed at the way I got it, but I got it. I could not figure out how to restore from my backup, so I started the pain staking task of putting it back like it was.
Now, I will bring some comedy to this thread!!
If you go to the Evo forum, the Fuze Forum.......any of them. Everyone can tell you I'm anal about my toys. If your here, you likely are too! My phone has special mouse pad to sit on everywhere.
I return to the same store with a guy I work with that used to do mobile support for our company. I talk to the same manager, she asked me the same 30-day question. I just turned around and looked at Will and srugged my shoulders. She then asked me to taked it to the technicians and signin. These 2 clowns come out and look at the phone, then then again ask me the 30-day question! The Photon is your flagship phone, its IMPOSSIBLE for me to have had it longer than 23 days!!! OK, we will replace it!
After 45 minutes, I get the same manager back. She tells me she needs to turn it on to make sure I did not root it. I have rooted/flashed likely 200+ times. Each one I'v done contain 4 things. Disclaimer that it will void your warranty, Instructions on how to Root/Flash, another Disclaimer that BEFORE you return to your carrier, and Instructions on how to un-root/Un-flash? One would think if I'm smart enough to root/flash, I would be smart enough to un-do it? Personally, I dont think she would know if i did or did not (Unless she noticed something like 'Sprint NASCAR" was missing?)
She then preceeds to tell me "This is clearly physical damage?" Again, I just turned and looked at co-worker. I asked her and the technican to find one single nick on that Photon! They tell me they cannot, but it was likely dropped. I say BS, show me.
I got tired of playing and had to get back from lunch. It dont matter, I have TEP and repair, you can't repair it, give me another one or similar phone per this $8.00 monthly TEP. She tells me physical damage is not covered. I say show me? After playing on her computer for 15 minutes, then a phone call, she gave me a new Photon.
Only at Sprint!!! Sad thing is, next year she will likely get promoted to CEO!!!!
dsims7_2000 said:
I will make this short and sweet, I got a new Photon. I'm pissed at the way I got it, but I got it. I could not figure out how to restore from my backup, so I started the pain staking task of putting it back like it was.
Now, I will bring some comedy to this thread!!
If you go to the Evo forum, the Fuze Forum.......any of them. Everyone can tell you I'm anal about my toys. If your here, you likely are too! My phone has special mouse pad to sit on everywhere.
I return to the same store with a guy I work with that used to do mobile support for our company. I talk to the same manager, she asked me the same 30-day question. I just turned around and looked at Will and srugged my shoulders. She then asked me to taked it to the technicians and signin. These 2 clowns come out and look at the phone, then then again ask me the 30-day question! The Photon is your flagship phone, its IMPOSSIBLE for me to have had it longer than 23 days!!! OK, we will replace it!
After 45 minutes, I get the same manager back. She tells me she needs to turn it on to make sure I did not root it. I have rooted/flashed likely 200+ times. Each one I'v done contain 4 things. Disclaimer that it will void your warranty, Instructions on how to Root/Flash, another Disclaimer that BEFORE you return to your carrier, and Instructions on how to un-root/Un-flash? One would think if I'm smart enough to root/flash, I would be smart enough to un-do it? Personally, I dont think she would know if i did or did not (Unless she noticed something like 'Sprint NASCAR" was missing?)
She then preceeds to tell me "This is clearly physical damage?" Again, I just turned and looked at co-worker. I asked her and the technican to find one single nick on that Photon! They tell me they cannot, but it was likely dropped. I say BS, show me.
I got tired of playing and had to get back from lunch. It dont matter, I have TEP and repair, you can't repair it, give me another one or similar phone per this $8.00 monthly TEP. She tells me physical damage is not covered. I say show me? After playing on her computer for 15 minutes, then a phone call, she gave me a new Photon.
Only at Sprint!!! Sad thing is, next year she will likely get promoted to CEO!!!!
Click to expand...
Click to collapse
What was the address of the store? Did you get any part of her name at all?
EDIT: Got it, Garden State Plaza store. I'm going to escalate your experience to help improve future customer interactions. I'm not sure if this is a Sprint owned store or a 3rd party, but it shouldn't matter. You should be treated better than that.
Garden State Plaza
Merchant ID: 8015689253
Jessica Mendez
It's the one above the food court (there are 4 Sprint Stores in this Mall. They have the one I mention on Second floor above food court. In the food court they have a 3D/Photon Setup. They have a kiosh outside JC Penny's. And they have a store on the other side of Macy's!)
What I think is, Honestly, each of these stores are owned by different individuals. Each store likely get's a quoto # of Photon's to sell. The Store by Macy's told me I had to take it back where I got it, likely because it would cut into the number of phones THEY had to sell. Where I got it, more or less, just gave away $600.00!!! Just my opinion!
dsims7_2000 said:
What I think is, Honestly, each of these stores are owned by different individuals. Each store likely get's a quoto # of Photon's to sell. The Store by Macy's told me I had to take it back where I got it, likely because it would cut into the number of phones THEY had to sell. Where I got it, more or less, just gave away $600.00!!! Just my opinion!
Click to expand...
Click to collapse
You're right. I'm pretty sure that's a 3rd party store, but they should still be more helpful and sound less clueless. Sprint is working hard to overcome a bad reputation for customer service and things like this don't help.
I'm glad you finally got resolution, but it should have been handled in one trip. The whole thing about the box was a joke. I'm betting she was hoping you would hit a different store when you came back
Online is not much better. Before reading, go to the middle of this and read my original complaint, then come back here and read Sprint's reply, then go to bottom and read my response!
Dear David Sims,
Thank you for contacting Sprint. I apologize for the inconvenience that
you have experienced.
As per your account, I can see that your phone is under 30 days return
policy. The Sprint 30-Day Risk-Free Guarantee allows you to return a
like-new phone to the point of purchase.
If you will opt for the different phone, your account will be charged
for the $35.00 for restocking fee.
Also, I can understand that your account is charged for the
International long distance calling. Let me explain that what is the
difference between International long distance and the International
roaming.
1- International long distance (ILD) is defined as making a call from
the United States to other countries in the world.
2- International roaming (IR) is defined as traveling to countries
outside of the United States, U.S. Virgin Islands, and Puerto Rico.
So, these charges are valid on your account. So, due to system
restriction, we are unable to apply the credit on your account.
We value your business and appreciate the opportunity to answer your
questions.
Sincerely,
Cheryl B.
Sprint
Get the best value for your money & exercise your freedom
to change plans anytime without penalties - we promise!
www.sprint.com/planpromise
Sprint.com is all about you! My Sprint puts what you want to know,
right at your fingertips -- take a tour and sign up today!
www.sprint.com/mysprint
Original Message Follows:
------------------------
========================================================================
Name: David Sims
Form: Ask A Question Learn OR Feedback and Suggestions - Learn
Topic: Equipment
Contact Number: 201-681-5429
========================================================================
Original Question:
Question: I have Motorola Photon 4G, somehow, the power on/off button
fell out. I took the phone to Garden State Plaza in New Jersey. At
first, she asked if I had the phone for 30 days or longer. As a manager,
I felt she should have known this as Sprint did not release the phone
until August 1st. She then asked where I got it, I told her that and she
told me I had to take it back there. 1. As the phone is almost new I
should be able to replace it at ANY Sprint store I choose. 2. I go back
to where I got it (Same Mall, different store), Im told I cannot replace
it without the box? 3. I have insurancce on the phone? I'm getting mixed
answers everyone. I spent $500+ 2 weeks ago, I would like a WORKING
phone!
========================================================================
****************************************************
Additional Data
****************************************************
SUB Topic : Insurance
Current Customer ?: Yes
Email Address: [email protected]
Address:
City:
State: PA
Zip: show details 4:30 PM (21 hours ago)
OK, I will attempt this ONE more time!! I was NOT returning the phone, I just wanted a WORKING phone. That's all I wanted. It was clear to the 2 technicans that looked at it, and it was clear manager the phone was missing this button. Additionally, this is SUPPOSED to be "Sprint's Flagship" phone. It was released August 1, 2011. The 30-day Risk-Free Guarantee should have never been a question as it's impossible for me to have owned this phone for more than 23 days. Next on this, I pay for insurance & equiptment repair to cover this, so it should not matter if I owned the device 2 days or 50 years. I was told by the Manager it was clearly physical damage. I asked her and her 2 technicans to show me ONE mark on that phone? After an hour, the phone was replaced.
Next, lets go back to my bill. CDMA Phones (Sprint and Verzion) do NOT work in Europe (well until this phone. All AT&T and T-Mobile work globally as they are GSM), If you looked at my account as you stated, you can see that 1. I do not have International dialing on my account nor did I enable it. Therefore it is impossible for me to make a International call. Secondly, in order for me to use THIS phone outside the US, I have to call Sprint to enable me in whatever country I am traveling to, therefore I could not have made those +44 (which is the UK by the way!) calls. I think we can both agree this HAD to be an incoming call (like all the rest of them!) In the last year this has not been on my bill!
Lastly, since I'm here, If you look at the attached invoice, my upgrade is $0.00. If I look at my current bill, it $19.08!!! Therefore, that charge should be removed from my bill!
Thank You for your understand.
Honestly that exchange is a little hard to follow. Did you mention the billing problem to the rep in the original submission?
I think that maybe she was trying to solve a problem when what she should have done was escalate the issue to an area manager. Did you get the billing issue fixed?
I actually noticed a Photon at the store with the power button not attached. Believe me, I will return mine in the event that falls off.
Thats like receiving a phone with a glued on screen and being help accountable if that glue wheres off and my screen is no longer attached.
To me it sounds like alot of people talking about policies and processes that they have NO OBVIOUS idea how they work.
Lets start:
First...the Evo 3D is Sprints "flagship" phone. Look up the definition if you need further assistance.
Second...ALL returns, regardless of 3rd party or Company owned require the original box when returned or a fee will be accessed. Its in your contract you sign. Try for starters to read it thoroughly before yelling and screaming at the ones of us that work for Sprint and can help you if you help yourself!
Can this be overridden? OF COURSE...but if your attitude sucks, chances are youre not going to get the "customer service" you think you are deserved.
Third...as for TEP, its Total Equipment Protection, not Insurance! BIG DIFFERENCE! This is to assist you in the cost reduction of a new device if something happens to yours. Again, reading the TEP agreement, physical damage is noted as obvious damage or missing components. YES I know, its a flaw in the design, BUT UNTIL Motorola releases a statement to Sprint verifing that this is a "known issue" with this device it will be looked at as physical damage! (Return a car to a dealer after 2 weeks with a missing door handle and see what happens...just sayin)
Fourth...its not as easy as walking in and saying "I want a new phone. Give it to me now". Again, this goes back to your TEP agreement and Sprints 30 day policy. If within 30 days, its exchange/replaced. Now, if you purchase at a Company owned store, you can return it at a Company owned store ANYWHERE. However, if you purchase it from a 3rd pary dealer, you must return it at one of their locations. This can be overridden thru customer care, but you will get NOWHERE in store. This is just the way this process works.
Fifth...understand that the person that you are dealing with in store has all the control, and its usually based off of the attitude the customer has. You yell and scream and act a fool, Im not doing **** for you. Flip side, youre calm and understanding of the processes Sprint has in place, Im gonna make SURE that you are taken care of. (Free accessory, bill credit, something...)
Hope this may lay to rest those that are only customers that think they are the CEO.
...And let the rage ensue..........
To be fair I have also walked into a sprint store and was mistreated by a person from the get go. I did nothing wrong or had any kind of bad attitude with them. I just knew the policies better then they did. Luckily a manager noticed the situation and took over helping me.
I do agree tho that some people do have horrible attitudes on both sides. Sad thing is it is those events that get blasted online. In your case I completely understand. The warranty question was ridiculous.
Also I have had beter experience at a corporate store than a 3rd party one and I always askif the store I am going to is corporate or not. I stay away from the 3rd party stores.
Sent from my MB855 using XDA App
WE have been duped by Sprint people. Go to their website and you will notice the announcement of the iPhone 4Gs. You can even pre order it. This privilege was not given for the Samsung Galaxy S 2 ET4G.
Why...was this you say...it's obvious that Sprint knew it had made a deal to buy a **** load of IOS devices to secure this deal with Apple.so they didn't promote the galaxy ET4g. Now they have a big announcement tomorrow. They are going out of their way to let you pre order the iPhone as well.
Sad, and yes I feel they used us to get this deal, by canceling all perks, while giving us crappy service. My Photon has a red circle and no service, and I don't have a ET4G yet. Service has been terrible most of the summer all over NY and in mid town NYC.
If service was being interrupted to better service I may stick around, but not getting signal, failed messages, and paying for it and no credit with lies is unacceptable. Not being able to pre-order the phone I wanted because they made a deal with Crapple is also unforgivable. Price isn't the only thing that matters in a business relationship. It's I pay for service and expect to have it when I want it, not when you decide to give it.
Hell I was told by a customer service rep that I should be happy because I have had a lot of usage on my line. I then said yes that is true, but when I need my service to work it failed to deliver....I missed important calls. and meetings with people because of failed service.
People were telling me when they called the phone rang 3x's and hung up no message was able to be left. Others told me that they would get a network busy message please try again later. One rep verified this condition of calling me, and could not get through. The phone rang 3x's and the line just went dead when they called. I have been to tech centers, and have made many battery pulls, and software reboots, and finally I was told that there was a net work issue and they did not know when it would be cleared. Now when I call to talk about it they put me on hold no music and never come back to talk.
I just don't see it getting better, and when the next generation of phones IE Prime or what ever hits Verizon, and this is not cleared I am gone. When I feel I have to beg for service, or a credit for not receiving service after paying my bills for 15 years, and at one point having a $300 a month phone bills for business it's time to go.
My bill analysis shows that I average 240 msg a month, and average about 2g of data a month, and since I use my phone mostly for calls a Verizion 69.00 phone plan with 10 data, and 10.00 for data equals what I am paying now. So if this doesn't clear with the loss of perks I am outta here.lol
Not we. I use more messages, more data and pay half that. Verizon wouldn't be an option even if I wanted to.
I don't really think Sprint needed to market the ET4g, everyone and their mother knew that phone was coming to Sprint.
Sent from my Photon.
And why the hell is this thread in the PHOTON forum? Smfh...where is a mod when you need one......
Sent from my MoPho using XDA Premium.
Wrong forum dude, and i'm perfectly happy with my service. Who cares if they give iPhone pre-orders? Its not like its a big surprise. you're just bitter.
I'm team Android all the way, but let's be honest...Apple users aren't nearly as discerning as we are, because they dont have a choice. Therefore if you want one of their phones there is but one launch day, hence a partial explanation for the need of a pre-order.
Sent from my MB855 using xda premium
even still not having preorders on one of sprints flagship phones (wether they know it is or not) is still poor choice. i mean hell i preordered my ns4g and that was a year too little too late
Thank you for sharing OP.... Now beat it.
Man for a second I thought I was in the wrong forum! Lol!
R2DeeTard said:
Wrong forum dude, and i'm perfectly happy with my service. Who cares if they give iPhone pre-orders? Its not like its a big surprise. you're just bitter.
Click to expand...
Click to collapse
bitter....what would I be bitter about poor service through out the NY metro area, and getting no help but run around. Missing important calls and finding out about it hours and days later. This has to change and I am not the only one having connection issues around the states.
I have touted Sprint for 15 years buddy, so get a grip. But, now they seem to be reverting back to the early 2000 era when they fell off the 60 stock high....rofl.
I know I should be ecstatic for my paltry cash that I got **** service with no real explanation for the last 4 months. If it doesn't change by the time a the Prime launches on Verizon I ll be gone. This is not being bitter it's called paying for service, and expecting to get it every day in the areas that I normally have service rather than when they decide to fix it and then lie about it. A few of the major tech sites has made this same issue of service alert in their blogs, and to Sprint about this issue. Sprint has told them in mid September they are working on it , and yet tell me there is no know issue. When I tell them its all over the Sprint forums, and and tech sites they then say oh yeah we are working on it and don't know when this issue will be fixed. Not to mention that because they recognize there is a issue they even opted to let me out of my contract. Let me tell you if the Prime was on Verizon I'd be gone.
Please Big Red bring out the Prime so the Photon owners can have our forum back.
Thought I'd give AT&T a call to complain about the battery issue since the firmware update. My thought being that if they don't get enough people complaining about it, they won't push any fixes from Samsung to the devices...
I ended up talking to someone at an obviously out-sourced call center. I told him that since the firmware update, I've had horrible battery life AND that I've had dropped calls more often than before...
After having me sing, dance, pray to the moon, and do strange (and almost sexual) things to my phone, he decided that I should get a replacement battery. (Nevermind that the issue started from a firmware update, that my battery is in PERFECT physical shape, etc) He also managed to insult me when he first asked about moisture exposure, and then had me check the moisture indicators (they were white.)
He then checked into the dropped calls, and tells me that I might be getting dropped calls because I'm not staying perfectly still when on the phone. (I guess tower hand-off is no longer supported with AT&T wireless.) He then claims that I, in the last 2 days, had two phone calls: one for 16 minutes and one for 137 minutes. That's obviously NOT calls I've made. I then read off my call log to him (including the dropped calls.) He, without any warning, then (I guess) puts me on hold. 44 minutes later (I was timing it), I hear a click and fast busy.
It's no wonder that AT&T was rated among the worst for customer service among wireless carriers.
Gary
I know exactly what you mean. I've had similar experiences dealing with their tech support. You get put on hold for huge amounts of time, then out of nowhere, they hang up. I remember one day, I was calling about a warranty replacement for one of my older phones, I was hung up on 4 times. It wasn't a dropped call, each person I asked said the call wasn't dropped but was hanged up, (plus I have never had a dropped call). They really need to step their game up.
If only there were some way to get those damn Wireshark caps of BT-AMP going nuts to someone with a clue...
I've given up hope.
LOL! I think that's how they trained their reps. Either said that "We have no problem with ###." Or hang up if the rep cannot find the answer in the scripts on CD. LOL!
Yeah I jist got off phone with att warranty replacement. I don't know if I'm happy yet.the good news is they are sending me a replacement. Bad new is its refurbished. I told them that I didn't pay $98 for a used phone. Argument didn't get me too far so we shall see what happens. She called it a rare condition Phone. My problem was the defective screen.with black splotches
Sent from my SAMSUNG-SGH-I777 using xda premium
BeenAndroidized said:
LOL! I think that's how they trained their reps. Either said that "We have no problem with ###." Or hang up if the rep cannot find the answer in the scripts on CD. LOL!
Click to expand...
Click to collapse
Lol! I worked for an AT&T call center a while back. You just gave me a flashback lol.
Simba501 said:
Lol! I worked for an AT&T call center a while back. You just gave me a flashback lol.
Click to expand...
Click to collapse
U r welcome. It must be true then. ROFLOL.
Sent from my SAMSUNG-SGH-I777 using XDA App
Simba501 said:
I worked for an AT&T call center a while back.
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Oh. I'm so very sorry. Did it hurt? I'm glad to see you recovered from what must have been a low point in your life. You know, we all hit rock bottom at times, but as long as we get up, wipe off the dirt, and push on - everything will work out.
Gary
I used to work at an AT&T call center and can recommend the following when dealing with them...always call back if you don't get what you want (within reason), never wait on hold for more than 10 min at a time (it's against co. policy to not check in every 5 min), be as courteous as possible given your circumstances. As a personal choice, I never speak to guys because they never help me--I always hang up and call back. If you get someone on the line that's difficult to understand, you can always "request an American agent." The outsourced agents have to try to help you, but if you insist, they have to transfer you. I hope this was at least mildly useful to someone reading this...
Sent from my SAMSUNG-SGH-I777 using xda premium
ONE of the reasons I'm moving to Verizon in a few months. Piss poor customer service. Thanks for sharing Gary!
sent from my Galaxy SII
lo-fi_engineer said:
The outsourced agents have to try to help you, but if you insist, they have to transfer you. I hope this was at least mildly useful to someone reading this...
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Really? That IS good to know. I have a conductive hearing loss, and its VERY VERY difficult for me to understand heavy or fast accents. Especially male accents (my loss is at the lower frequencies.)
Then again, half the outsourced agents insist they are in the US (but for some reason, only the ones actually in the US will tell me what state they are in.)
Very good information! Thank you!
Oh, and I'm glad to see that you survived your experience at AT&T. I hear employees at that company are starting to learn from Foxconn employees on how to leave a job. (jump off the roof of the building.)
ATT CS can be quite helpful. You just have to know how to talk and not waste time on an unhelpful agent.
Premier CS has always been American, helpful and always got me what I want/needed.
Red5 said:
Premier CS has always been American, helpful and always got me what I want/needed.
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What's premier CS? Extra customer service that you have to pay for?
If so that's kinda silly. Everyone gets CS, BUT if you want good CS, you need to pay extra ..LOL
sent from my Galaxy SII
No. I have a Premier account (tied in with my company corporate account) so when I call and the system runs my number, it sees that and automatically transfers me to Premier customer support... which has always been American, helpful and knowledgeable. I pay nothing extra.
Hmm good to know. (I've got a corporate FAN applied, so have a Premier account.)
That said, when I have an issue, I just go into a corporate store. My experience is that corporate-owned stores have superior technical support.
I'm wondering if there's a way I can bring the evidence against UCKK6 I've collected into a store and actually have it get somewhere useful...
Red5 said:
No. I have a Premier account (tied in with my company corporate account) so when I call and the system runs my number, it sees that and automatically transfers me to Premier customer support... which has always been American, helpful and knowledgeable. I pay nothing extra.
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ah .. I don't have a premier account which explains the sh*tty customer service.
Well I'm a COR rep at an AT&T store, and I can tell you from experience that AT&T is a horrible company is so many ways.
I won't go into how bad they are to work for, and how horrible they treat their employees. They worry about the dumbrst stuff with their reps instead of worrying about what really counts in this company.
That aside. It's bad enough they treat us bad, but what's worse is they treat the customers bad.
Calling into Warranty is a nightmare, and I always suggest just driving to a Warranty center, which will be muich easier to get your phone replaced with minimal trouble.
Our deposit requirements are higher than any other Cell company. Yes we do have stricter credit requirements than Verizon. I've had customer who've had a few lines for years and never had an original deposit or late on their bills. You go to add a line and it hit's their credit and BOOM, it wants a deposit.
I could go on for an hour about all the crap, but I don't to depress anyone. LOL
The only reason I still work for AT&T is because I have been there so long that I'd hate to start out at the bottom with another company. But there are days I get close to putting in my resume at Verizon, which I think it is much better company in many ways.
On the phone with them now...
me: "My phone is less than 2 months old! I don't want it replaced with a refurbished phone. I want a new replacement."
them: "Sir, it won't be refurbished. it will be reconditioned."
me: "Please explain to me the difference."
them: "Sir, your phone is days more than 30 old, so it has to be reconditioned".
me: "Please explain to me the difference between refurbished and reconditioned. As far as I'm aware, they are the same."
them: "I told you that you have to have reconditioned replacement."
me: "I'd like to speak with an American Agent."
them: "I have no way to transfer you."
me: "I happen to know you can. Please transfer me to an american agent"
them: "there is nothing I can do transfer you."
me: "I'd like to speak with your supervisor"
them: "will you hold for 3-4 minutes while I get supervisor?"
me: "yes"
(5 minutes later)
them: "all supervisors are busy engaging in another calls. will you want to hold 3 4 more minutes?"
me: "yes"
...
(I hung up.)
Rather than mobility, I worked for AT&T/ Bell South's DSL division. It was rough at times, but all customer service is rough. You can't pick your customers (especially not the technologically illiterate) and when handling service-related calls, you often have to clean up after sales agents who lied to customers just to make their quota. It wouldn't be so bad, but corporate was complicit in encouraging that kind of behavior and the people that suffer are the customers and the tech & service suppport agents that they get irate with. I worked the system to keep my metrics in spec because corporate was more interested in how long I spent on a call than whether or not I actually fixed their problem. My opinion was that my primary goals were customer retention and connecting people with things they can actually use instead of worthless upgrades that they couldn't. Needless to say, I was the tier 2 agent you wanted to get bc I treated rules & processes like they were written in sand instead of stone:-D
My manager didn't like it, but his boss's boss liked my effectiveness so it was all good. As far as the job goes, it paid well, the benefits were good, and with such high turnover I got seniority for schedules in <6 months
Sent from my SAMSUNG-SGH-I777 using xda premium
Call today went like this:
Clerk "Thank you for calling vz wireless this is Jim how can I help you?"
Me "I was wondering if you have the galaxy note 2 in stock".
Clerk. "That phone hasn't been released yet"
Me. "Yes, I know, but do you have them in stock?"
Clerk. "Well we will when it gets released"
Me. " I was under the impression it was getting released tomorrow"
Clerk. "Yeah, and?"
Me. "You have been very useless". Click
Why can't they just say, we have x number, or we won't have them until tomorrow, or something other than I don't feel like giving you any info.
"You have been very useless"
Irony :screwy:
Sent from my SGH-T889 using Tapatalk 2
georgepink said:
Call today went like this:
Clerk "Thank you for calling vz wireless this is Jim how can I help you?"
Me "I was wondering if you have the galaxy note 2 in stock".
Clerk. "That phone hasn't been released yet"
Me. "Yes, I know, but do you have them in stock?"
Clerk. "Well we will when it gets released"
Me. " I was under the impression it was getting released tomorrow"
Clerk. "Yeah, and?"
Me. "You have been very useless". Click
Why can't they just say, we have x number, or we won't have them until tomorrow, or something other than I don't feel like giving you any info.
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Hope you didn't use your VZW account to call them. They note all those accounts and probably will just give you a harder time in the future.
Way to be a *$(@.
kimdoocheol said:
Hope you didn't use your VZW account to call them. They note all those accounts and probably will just give you a harder time in the future.
Way to be a *$(@.
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No called from work phone, f em anyway. I'm not a dik, I'm a customer that simply wanted info. Is that too much to ask?
Depends on who you get. He prolly just browsing all the poop talk about verizon while you called
Sent from my VS840 4G using xda premium
georgepink said:
No called from work phone, f em anyway. I'm not a dik, I'm a customer that simply wanted info. Is that too much to ask?
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I don't like VZW anyways, but the reps you talk to aren't in control of these things. Talk to a supervisor, manager, etc... This isn't really the right way to get what we want.
You may think you are sticking it to VZW, but you are basically just being an @$$ to a person who deals with people asking dumb questions.
Having worked as a technical support professional in the past (although for TomTom GPS, not Verizon), I can say that you were more or less just being an asshole to someone who has to deal with that **** all day long.
kimdoocheol said:
I don't like VZW anyways, but the reps you talk to aren't in control of these things. Talk to a supervisor, manager, etc... This isn't really the right way to get what we want.
Kinda my problem, I didn't want him to sell it early, just confirm or deny that they had them
You may think you are sticking it to VZW, but you are basically just being an @$$ to a person who deals with people asking
dumb questions.
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Wow didn't know "do you have a product in stock" was a STUPID question, oh and nowhere was I trying to stick it to vz or anyone else.
Nit3mare said:
Having worked as a technical support professional in the past (although for TomTom GPS, not Verizon), I can say that you were more or less just being an asshole to someone who has to deal with that **** all day long.
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Again is it in stock, not such an ass hole or stupid question. And having worked tech support for 20 years some of them with Verizon, I have heard stupid ass hole questions. Not is it in stock, though.
Yeesh you guys read way too much into a fricken phone call
georgepink said:
Wow didn't know "do you have a product in stock" was a STUPID question, oh and nowhere was I trying to stick it to vz or anyone else.
Again is it in stock, not such an ass hole or stupid question. And having worked tech support for 20 years some of them with Verizon, I have heard stupid ass hole questions. Not is it in stock, though.
Yeesh you guys read way too much into a fricken phone call
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you seem to forget is supervisor A says they can't answer that question, then they can't answer that question.
Perhaps you should have asked it in a way that could be answered, such as "will the phone be available when th doors open tomorrow"
Nevermind
georgepink said:
Call today went like this:
Clerk "Thank you for calling vz wireless this is Jim how can I help you?"
Me "I was wondering if you have the galaxy note 2 in stock".
Clerk. "That phone hasn't been released yet"
Me. "Yes, I know, but do you have them in stock?"
Clerk. "Well we will when it gets released"
Me. " I was under the impression it was getting released tomorrow"
Clerk. "Yeah, and?"
Me. "You have been very useless". Click
Why can't they just say, we have x number, or we won't have them until tomorrow, or something other than I don't feel like giving you any info.
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so what was the purpose of the call? You know they have them in stock as it it being released tomorrow...... What outcome did you expect?
A CSR rep on the phone probably does not get inventory updates anyway...... You know as much as they do by watching the product release dates. You knew that answer to your own question before you asked. Then bagging about being an [email protected]@ on this forum....what was the expected outcome? Most of us have done some kind of phone support and we have no empathy for people that just want to call and find something to complain about....
I called and asked nicely today and they said they hadn't got their shipment.
You didn't have to be a ****. You should know by now that if you go on launch day, you are guaranteed a phone. It's not going to sell out like an iphone.
You were being a ****. Quit being defensive about it and own up to your personality flaw.
I don't like a ton of things about Verizon, but that is no excuse to take it out on some entry level phone rep trying to earn a small pay check.
computingwarren said:
I called and asked nicely today and they said they hadn't got their shipment.
You didn't have to be a ****. You should know by now that if you go on launch day, you are guaranteed a phone. It's not going to sell out like an iphone.
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I'm not so sure about that. If the store I called really has just 3 like I mentioned in another post - it wouldn't take much for them to sell out (unless they got more in the meantime). That's why my appointment is at the "crack of 10" (when they open).
Went to Best Buy mobile to get a phone for my daughter. Bs'd with a worker about various android phones for a bit then asked him if he had the Verizon note 2. He said yep we got them. I can't upgrade till next month so didn't think to ask how many and if I could get it today.
ridiculous for the poster to get slammed for asking a typical question of a verizon rep. Its not like he said "where exactly are you keeping the phones in the store?". This is the reason why customer service is crappy. The customers themselves say its ok to be treated like that. When a customer asks you a question, you give an answer no matter what. He didnt ask for verizon trade secrets or anything, he just wanted to know if it would be possible to actually get one on day one. Simple question and a **** answer.
While he could have handled you (the OP) better, is it Verizon's policy to not discuss inventory with the customer, ever.
Basically its like this, if the phone isn't available for purchase (or pre-order) the reps are trained to act like it doesn't exist. The sale TODAY is the priority, so they are never going to tell you to wait or sell you on whats coming next week or even tomorrow. Its like walking onto a car dealership, they want to sell you what they have today. Their training and motivations reinforce this.
Pre orders naturally throw a wrench into this focus, but that doesn't change the fact that most of them don't care about stock they cant sell you on the spot.
What he should have said was, "Sorry sir but we aren't allowed to discuss what we have in inventory, but yea the Galaxy Note 2 comes out tomorrow and we should have some *wink*. Call in the morning if you want to make sure before you come out."
This thread made me lol, thanks OP.
Everybody knows if you want a device before it's released you must go to the local retail store and beat your chest like a gorilla until it's laid at your feet on a golden tray.
Thank you for this. Got it today and love it. as far as I'm concerned it's behind me, let the haters hate...whatever. If I treated a CUSTOMER like that I'd be fired...and rightly so. anyway, thanks for the 'positive' post
vtec2k7 said:
ridiculous for the poster to get slammed for asking a typical question of a verizon rep. Its not like he said "where exactly are you keeping the phones in the store?". This is the reason why customer service is crappy. The customers themselves say its ok to be treated like that. When a customer asks you a question, you give an answer no matter what. He didnt ask for verizon trade secrets or anything, he just wanted to know if it would be possible to actually get one on day one. Simple question and a **** answer.
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I just called my local verizon store and they have plenty of them in stock...now do I pull the trigger and spend 700, that tis the question lol.
My friend bought a Droid DNA with a dead pixel in the screen. I told her that she should exchange it because that it is not normal. She went to the Verizon store and they said that it was not a big enough of a deal so they would not exchange it for the same phone but only exchange it for a different phone with a 35 dollar restocking fee. So she ended up getting a Samsung Note 2 which costs more, she does not really like, and has a yellow screen tint issue. Any suggestions?
Yeah, call Verizon and tell them how awful the experience was, and that you bought a cutting edge device that is not 100% functional. You aren't dissatisfied with the phone - you're dissatisfied with this model's bad screen.
They couldn't restock the one you have now anyway, because it's faulty.
Not to argue, but most companies have an "exceptable tolerance" for dead pixels on a screen, i.e. there has to x amount dead within a given space ( size of a dime for instance).
Sent from my HTC6435LVW using Tapatalk 2
Could you actually see one dead pixel on this screen? Not being sarcastic, just curious.
Best bet is to call customer service. Since she accepted the Note for a replacement it might be a little difficult to get a new DNA back. It could take talking with a supervisor because she is on her second phone but I think if she explains the situation they'll work with her. It just depends on who you get on the line.
Agreed. Call customer service and express how ANGRY and Disappointed she is that she didn't get a phone she REALLY wanted in perfect working order. And that she didn't really want the Note2 that was pushed on her by the (unscrupulous) salesperson. If the initial contact doesn't do what you want, escalate it to a supervisor. Can't hurt!
Do exactly what rfarrarh said. I have several VZW employees that are my friends (including my best friend and daughters god father) and they are floored at this experience of yours. Make sure to say that the salesman pushed her to the Note 2. And, as always, threaten to leave VZW for another carrier. One dead pixel is enough to return the phone as a faulty device covered by the warranty (not to be confused with the insurance). Just complaining about poor customer service as well should be enough to get this situation resolved.
Sent from my HTC6435LVW using xda premium
Verizon is one of the worst companies I have ever dealt with. Keep calling CS until you get a rep that helps you. I have had to call in three or four times before getting someone to actually help me.
why all the verizon hate I work at verizon wireless and I did a exchange today for a customer with a dead pixel on the dna and I had to use a magnifying glass to really see it in the store. So much hatred towards verizon do people realize if you going in all pissed it doesn't help be nice and tell us the issue and most reps would be happy to help.
greekmanx said:
why all the verizon hate I work at verizon wireless and I did a exchange today for a customer with a dead pixel on the dna and I had to use a magnifying glass to really see it in the store. So much hatred towards verizon do people realize if you going in all pissed it doesn't help be nice and tell us the issue and most reps would be happy to help.
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Nothing from this story makes it sound like she did that - if she had to be convinced she should exchange it, I doubt she was both upset and outgoing enough to walk in being *****y toward them. Not that it isn't possible, I just wouldn't jump to that conclusion.
Don't you get 14 days to return and call off the upgrade? If so she should do that and get the dna at another verizon or a retailer.
flaring afro said:
Nothing from this story makes it sound like she did that - if she had to be convinced she should exchange it, I doubt she was both upset and outgoing enough to walk in being *****y toward them. Not that it isn't possible, I just wouldn't jump to that conclusion.
Don't you get 14 days to return and call off the upgrade? If so she should do that and get the dna at another verizon or a retailer.
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yes you get 14 day return policy with a 35 dollar restock fee and only 1 exchange is technically allowed. If I were her I would call CS *611 and talk to them at this point most stores cannot and will not help unless you go to a manager and get an exception and that depends on the manager. sucks people have bad experiences in stores I mean I am sure it happens just hate to hear people say verizon is the worst when I know that is not true. anyway that is my 2 cents.
Also I want my DNA but I have to wait so at least you guys could all get one and experience it I can only play with one in my store.
greekmanx said:
yes you get 14 day return policy with a 35 dollar restock fee and only 1 exchange is technically allowed. If I were her I would call CS *611 and talk to them at this point most stores cannot and will not help unless you go to a manager and get an exception and that depends on the manager. sucks people have bad experiences in stores I mean I am sure it happens just hate to hear people say verizon is the worst when I know that is not true. anyway that is my 2 cents.
Also I want my DNA but I have to wait so at least you guys could all get one and experience it I can only play with one in my store.
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This thread doesn't seem to have much Verizon hate in it in my opinion. I'm lucky to have a Verizon store where are all the employees are nice. And if I'm correct I believe that was AT&T who was just rated as having the worst customer service for phone carriers for the second year in a row.
Sent from my HTC6435LVW using xda premium
Try going into a sprint store and see how well that goes for you... You'll be running back to Verizon. Most of sprints in store employees are dumber then a bag of rocks and too arrogant to bother trying to understand an issue or actually help you. I would suggest going to another Verizon store or calling cs. My limited experience with Verizon has been nothing but positive thus far.
I believe the standard procedure at a Verizon store is to first try to talk you out of your request. In your example by claiming that a dead pixel is not a big deal. All you have to do is simply insist that for you it is a big deal and you want the phone exchanged. After that they say that although they still disagree about the dead pixel, they will exchange the phone anyway because of their satisfaction guaranteed type policy.
I went through this four times (yes, it was somewhat painful) last week. Basically went to one store to exchange my wife's phone, they did not have the DNA, went to the store where I bought it, they just ran out of DNA's, finally got it done at the third store. The next day I exchanged my own phone also at that same store (with the same clerk). So maybe it counts as three times.
My wife's phone made a popping sound with the back cover if you pressed it, that bothered me. Did not bother any of the Verizon reps, some even claimed they could not hear it. After some pondering, and my insistence that regardless of what they thought or heard, I was not happy with the phone, all agreed to exchange it (and in two cases sent me to the next store to get that new phone).
My phone had a *really* recessed power button. I almost had to use a finger nail to press it. My wife's, as a point of reference, was much better. Same story with the VZ rep. He thought the button was fine, but I told him that it definitely was not fine for me. Got it exchanged. He looked almost offended the entire time he was swapping the phones, the second time now, but got it done nevertheless. After I thanked him he even made the point that this was not a big deal, as long as it makes me, the customer, happy.
Given the number of tries here, a trend has clearly developed. Hope this helps people deal with the exchanges.
Sent from my HTC6435LVW using Tapatalk 2
isn't verizon policy that you can just take back the note 2? Tell them you are not happy and you are going to go back to your old device. Then call customer care and tell them that you are leaving as soon as your contract is up unless they get you the DNA.
I would not try at the store since they get commision for the device.
nrfitchett4 said:
isn't verizon policy that you can just take back the note 2? Tell them you are not happy and you are going to go back to your old device. Then call customer care and tell them that you are leaving as soon as your contract is up unless they get you the DNA.
I would not try at the store since they get commision for the device.
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You can only do that once. Technically, the DNA to Note was that one shot. That is how they look at it in the stores anyway.
If your friend was within the 14 day period, the employees at the store can't tell her ****. Your friend got screwed, and I would file a complaint right away!
I too found a dead pixel, but honestly its not that big of a deal, and nobody other than me would ever notice it and I only notice it when I look for it. Think about it, its literally 1 in 2,073,600 pixels, I think ill get over it.
adrynalyne said:
You can only do that once. Technically, the DNA to Note was that one shot. That is how they look at it in the stores anyway.
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That's why she has to say that she was pushed into the Note 2 by the sales Rep (which is what sounds like happened). The Note 2 is $100 more, which looks really bad on the reps part. My VZW friends tell me that if she talks to a supervisor it will be fixed. Especially if she files a complaint. I mean you buy this new product that's top of the line and you find a defect in it and they won't replace it. By pushing the higher price device taking advantage of a persons desperation.
Sent from my Nexus 7 using Tapatalk 2
str8upx said:
Try going into a sprint store and see how well that goes for you... You'll be running back to Verizon. Most of sprints in store employees are dumber then a bag of rocks and too arrogant to bother trying to understand an issue or actually help you. I would suggest going to another Verizon store or calling cs. My limited experience with Verizon has been nothing but positive thus far.
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I think that might be more regional than anything else. Where I'm at, it's the complete opposite. It's the Verizon guys that give you attitude while the Sprint guys are polite and understanding.