Samsung software issue with cell phone...

jhae2.718

Seems like you're not alone: http://support.t-mobile.com/thread/9809

The "messaging" phones seem to be cheap pieces of s***.

rhody

Thanks jh,

I will point the supervisor to this thread when she returns my call, or I will track her down and spare no mercy if she doesn't. Like I said I believe she will, and forward this on to her technical folks. Hunting for another tower once connected sort of makes sense, in that if the current channel isn't terminated too. We will see what the tech guys find.

Rhody...

rhody

After almost two weeks of hassle and talking to two supervisor's who never gave me status updates as promised, I need the dates/times and trouble logs from TMobile. They are unwilling to provide them, which I find annoying and appalling. The TMobile store may be able to see a sanitized version of the call logs to at least give me dates/times of my calls, but I will have to fill in the details. They don't have a replacement phone, just a gravity smiley which is cheaper and probably has the same issues without going to a smart phone and data plan. Second, since this POS phone is not reliable, they are unwilling to credit me in the event I do eventually find an upgrade. The new contract starts from the date you get your next phone.
There is an address, PO box where you can send a letter to complain, they do not allow email:

TMobile Wireless
PO Box 37380
Albequerque, NM 87176-7380

Attention: Customer Relations

At every step they have made getting information to and from them as difficult as humanly possible. Their customer business model for a huge corporation is broken, badly, no one is identified in official communications other than by the 7 digit employee ID, nor can they call or email or chat with them, this is stone age, or they are being difficult on purpose, I can't tell which. You can never be connected with the same person twice, and this means you have reiterate the same story time and again. Some reps are pleasant, some cold, some outright threatening, there is no consistent training and their knowledge is spotty at best and sometimes contradictory. I am getting no satisfaction from first level management support and contact above appears impossible, except through a formal letter by mail no less. I plan to pass along jh's link to prove this problem exists, has been reported and that no hardware or software fix has been attempted to address it, best to leave the poor consumer (me) hanging in the wind. One more thing, when they put you on hold and don't reconnect with you after four minutes, they automatically hang up !!! This has happened two or three times, to make matters worse when you tell them, to unmute and reconnect so you don't get disconnected, a few folks I spoke with seemed annoyed, great place to work for, TMobile Bah... I hope they go the way of the dinosaur, with customer service like this, one can only hope.


Rhody...

rhody

Two months later and after all that hell that I was put through to try to get a phone that works, it appears that Samsung has discreetly fixed the software in the phone and pushed an update. I will never know, perhaps TMobile put some pressure on them because this problem was clearly documented by many users in many locations, and I am sure by many carriers of voice/data. I just wish it wasn't such a painful process. Large corporations can be such intractable beasts.

Rhody...