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I know it's massively off-topic, but I really wanted to share my recent telephone experience with AT&T Wireless "customer service."
First, its important to note that I have two phones on my account: an iPhone 4 and the Samsung Galaxy SII. AT&T knows this and verified it on each one of my calls.
Having in mind that I wanted to harass them about Carrier IQ, I called to "demand" that AT&T stop spying on me. I explained that I work in the health care industry and that CIQ (carrier iq) transmitting that data was not only a violation of my privacy, but also likey a violation of federal HIPPA laws.
For each person I spoke with, I simply explained that I never agreed to share my personal information, and I'm not legally able to share my business information - regardless of AT&T's privacy policy - due to HIPPA laws. I would ask that the CIQ program be removed from my phones or disabled.
First person I spoke with (obviously outsourced call center) asked me to hold and hung up on me after 20 minutes of hold.
So, I called back again, and this person eventually said they'd have to escalate my concerns. She put me on hold for 30 minutes, came back to say she found a supervisor for me to talk to, and then she hung up on me as well.
I called back, this time very annoyed. I asked the person from the outsourced call center to either transfer me immediately to a supervisor, and if she wasn't able to do so without putting me on a hold of more than 1 minute, to transfer me to the department that handles contract cancellations. She put me on hold for 20 minutes and came back with a supervisor (supposedly... the "supervisor" was more clueless than the original rep.) (Note that the rep did EXACTLY what I asked her not to do: put me on hold again.)
Now, I'm going to point out again that I only have two phones: the iphone 4 and the SGS2. This was confirmed, even, by most of the people I talked to.
So, anyway, I asked that "supervisor" to transfer me to the department required to cancel my service. She did, and now I'm talking to a person named "Tim" (I also have his last name, but won't print it here) in their resolutions dept. Tim, and that was probably his real name, didn't sound like he worked for an outsourced call center.
I again asked to have the CIQ software removed or disabled from my device. He said he wasn't able to do that. However, he did inform me that AT&T has adopted a policy that they will NOT waive ETF's due to CIQ concerns.
I asked, then, if he'd waive the ETF based on section 1.2, item 5 of the wireless service agreement (....reasonable cause to believe that equipment is being used for an unlawful purpose.) He said he would not. When I asked if that was AT&T's policy (to knowingly allow a device to be used illegally), he said "I plead the 5th." (I'm not joking - he actually said that.)
That was about the extent of my call with AT&T.
So, what's the punch line?
At no point did any of the people I talked to do anything other than read prepared scripts or responses. It never even occured to any of them to mention that it's trivial for the user disable monitoring software on the iphone with a simple menu selection. No one even came up with the absolutely brilliant suggestion that the SGSII doesn't even have CIQ on it.
The cluelessness of their customer service people, the fact that no one seemed in any way concerned with my issue, the fact that none of them seemed to have even a hint of knowledge beyond their scripts, and their absolute rudeness has, however, had one impact: I no longer wish to be an AT&T customer. Even the $140 I'll have to pay for an ETF is worthwhile (assuming I can't get out of it somehow.)
Take care
Gary
Just FYI, it's the iPhone that you have that has CIQ, not the GSII...You're either complaining about the iPhone or AT&T, neither of which reason this really should be here. Can't say it doesn't suck, but yeah, just a problem of relevance.
yahoowizard said:
Just FYI, it's the iPhone that you have that has CIQ, not the GSII...You're either complaining about the iPhone or AT&T, neither of which reason this really should be here. Can't say it doesn't suck, but yeah, just a problem of relevance.
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This.
How many times does this need to be said that our phone doesn't currently have it?
yahoowizard said:
Just FYI, it's the iPhone that you have that has CIQ, not the GSII...
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Really? No kidding? Did you read my post before responding? Perhaps you missed this part:
No one even came up with the absolutely brilliant suggestion that the SGSII doesn't even have CIQ on it
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As far as the iphone (which I only mention as it's the only other phone I have with AT&T and), I also have the following in my post:
...it's trivial for the user disable monitoring software on the iphone with a simple menu selection
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As a matter of fact, you seem to completely have missed the end of the post... Where I state that I'm complaining about AT&T. I thought I was pretty obvious when I described the call in the following terms: "The cluelessness of their customer service people, the fact that no one seemed in any way concerned with my issue, the fact that none of them seemed to have even a hint of knowledge beyond their scripts, and their absolute rudeness "
Do you work for AT&T, yahoowizard?
AT&T are an Orwellian nightmare. I've had calls like this with them. It's infuriating and generally pointless, you'll achieve better results banging your head against a wall. "Ma Bell" was disbanded in the 80's because they became such a gross monopoly. In a generation, they're back to ruling all and showing no signs of slowing down. Now, they have these draconian practices and are notorious for "nickel and diming" consumers.
Even scarier? They installed and maintain monitoring equipment for the CIA. They can and do monitor your calls and traffic. Sounds like nutty conspiracy stuff, right? Read about it. It's all part of "homeland security" and as an engineer, I've seen these installations first-hand.
The free-for-all anarchy days of the net are drawing to a close.
Mark. My. Words.
No longer sent from my BlackBerry.
HIPPA
Captain Zero said:
Even scarier? They installed and maintain monitoring equipment for the CIA. They can and do monitor your calls and traffic.
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I think it is technically Homeland Security, but that is just nitpicking. The issue of HIPPA seems like it might be a legitimate angle, both from the perspective of the medical professional and the patient. Bringing that to the attention of groups fighting CIQ and the Patriot Act would probably be better than posting them on what is essentially a hacker site.
It does not surprise me that the ATT support center had no idea of what you were talking about. Most people have no idea how their rights and their privacy have been taken away from them.
The problem here is that you are dealing with low-level employees (even the call center supervisor) who had no power to make the initial decision about CarrierIQ, nor have any power to change the decision as to individual customers. Also, the CSR's likely have not received any training on what to do when customers call them about CarrierIQ.
This is just a rant, so sorry if I'm off-topic, but this is just getting to be too much.
I'm a store manager for a multi-carrier cell phone store, nationwide, with stores in the thousands. I won't name names for privacy (and job security) reasons, so yeah. Sprint is just pissing me off lately with everything they've been doing.
First, the OTA ICS update that has been held back for Gods know why, with no official word on anything, and HTC sitting back and just watching, not helping out or releasing source code. They have the gall to release the 3D on Virgin WITH ICS, for half the price of the 3D (unactivated), with better plan pricing and the same coverage for the most part, including 4G, if you can even call it that. Sprint, get off your ass and get us ICS already, the firmware that comes stock on these phones is OVER A YEAR OLD, Jeebus.
Secondly, the way they're dealing with the GSIII fiasco. I have people coming in every day since the 21st, asking where their phone is. Sprint hasn't even contacted almost any of their own preorder customers to let them know about the delay, so anybody not on a forum like this has no idea. Not only that, but they won't release a new date or an explanation, nothing, just a "TBD" is all I have to go by on my system. This is how they treat customers shelling out $200-$250 for a phone? Sure, I don't expect to know everything, but AT LEAST have the corporate courtesy to let your customers 1) know about the delay, and 2) the WHY, even a simple "Samsung can't produce enough phones to keep up with demand" would be fine, but they opted for nothing instead.
Lastly, their pathetic data network. I mean absolutely pathetic. I sell these phones daily, and have to uptalk them as my job, but it's getting harder and harder when I have to DEMO my 3D to customers and can't even load a jpeg at work. I have 2 bars of 3G, on Verizon that gets my associate 1200 kb/s, for me I get 0.7 kb/s. Seriously? Their 4G network? Useless. There's ONE tower in my entire county, a quarter mile from my apartment, and I can't get signal indoors. Even when I'm outside, I'll get up to and including 3 bars, and even then it's barely usable. Then they go and switch to LTE, leaving the rest of us in the dust. I switched years ago just so I could get 4G when it rolled out, and look at where that got us. Now we have another couple years at least until there' LTE where I'm at. It's just disgusting, how Sprint is running things these days. It's not like they're broke, after doubling their upgrade fee, charging every smartphone customer the $10 4G charge, and getting more new customers here than either other carrier (for my store at least), they have the income.
I will give them this, their customer service is by far the best to work with. I've literally been asked if I have any idea what I'm doing while calling AT&T, and been hung up on several times by Verizon, but Sprint has never done me wrong. Any problem I've had they've been able to solve, so kudos. Now get to making your customers happy instead of your reps, unless you want to lose them both to a competitor with better coverage/faster data/faster updates.
</rant>
Excellent thread,
This will open a lot of eyes. I plan to get rid of sprint soon. They are the worst carrier out of them all. Their service is just horrible. I can't imagine your position on convincing customers to go with sprint.
the thing i dont get is why wont they allow good clean esns that have wimax like the shift or the normal 3d on their boost prepaid network. i dont buy their oh it picks up a different signal garbage that they try to say since we all know that they will in fact work just fine with a pri/prl update. I understand the bad esns but let the people use their own damn phone that they have that evo design sux...just my opinion
They have an excellent plan in place. But as of now it's only that, a plan. A 3 to 5 year plan, at that. So maybe in two and a half contracts I'll come back, but I'm switching to a Verizon dealer line the day the GSIII comes out.
I tell guests that their network will only get better with time, and that they're putting a lot of effort and money towards it. Not complete BS, but over the last year I haven't seen jack for this whole county. Once their "Network Vision" is complete (check my previous posts about that for a detailed explanation of what they're planning) then they'll have coverage and speeds as good as, if not (don't stone me) better than Big Red. For now though, even my friend with T-Mobile has ludacris speeds compared to what I'm getting. Hell, when I roam (which apparently isn't onto Verizon, I didn't know ) with 1X I get over double the speeds of Sprint's "3G"
Yeah. I'm not a fan of switching carriers, but I am seriously considering jumping on Verizon. My phone has become nearly unusable. Can't run Google Play, wallpaper apps, news feeds, etc. Data is just too slow. Meanwhile, I'm paying just as much as the guy with 4G service, in fact, I'm on the same plan. That should be illegal. I can't think of many industries where that is allowed to happen. That would be like if a cable provider charged everyone the same, but some people got three channels, while some got 600 all in hd. People wouldn't stand for it.
So I guess the question is, what do I want more? Verizon where I'm afraid of going over my limit but have great data, or Sprint where my data is complete garbage but I can use it all I want. Haven't figured out an answer to that question yet.
Sent from my PG86100 using XDA
verizon.... and u get service everywhere!
Sent from my Motorola Electrify using xda app-developers app
I literally just spent 7 minutes downloading XDA (3 MB) to reply to this. That was with 5-6 bars of 3G (outside on lunch from work now). I rest my case.
Honestly, when somebody on Verizon tells me they want to switch to sprint, I tell them "unlimited data is nice, but not when your data is slower than AOL in 1998." Verizon might be more expensive, by maybe $10-20, but it's oh so worth it.
Sent from my PG86100 using xda app-developers app
The reason they're not giving you information about the GSIII is because Samsung is having problems getting them to Sprint... Sprint can't tell when they're going to get them, as they're waiting for them as well... I've read press releases that they're looking to get the 32gb a week after the 16gb. Maybe just do a quick search online?
X219c said:
The reason they're not giving you information about the GSIII is because Samsung is having problems getting them to Sprint... Sprint can't tell when they're going to get them, as they're waiting for them as well... I've read press releases that they're looking to get the 32gb a week after the 16gb. Maybe just do a quick search online?
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Half the people I sell phones to, including GS III preorders, know as much about phones and online forums as I do about the Jersey Shore. The fast of the matter is Sprint dropped the ball and left everybody in the dark. Unless you deliberately went looking for info, you would never know. Courtesy is all I ask, at least tell the people who gave you money what's going on.
Sent from my PG86100 using xda app-developers app
Atoro said:
They have an excellent plan in place. But as of now it's only that, a plan. A 3 to 5 year plan, at that. So maybe in two and a half contracts I'll come back, but I'm switching to a Verizon dealer line the day the GSIII comes out.
I tell guests that their network will only get better with time, and that they're putting a lot of effort and money towards it. Not complete BS, but over the last year I haven't seen jack for this whole county. Once their "Network Vision" is complete (check my previous posts about that for a detailed explanation of what they're planning) then they'll have coverage and speeds as good as, if not (don't stone me) better than Big Red. For now though, even my friend with T-Mobile has ludacris speeds compared to what I'm getting. Hell, when I roam (which apparently isn't onto Verizon, I didn't know ) with 1X I get over double the speeds of Sprint's "3G"
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cobraboy85 said:
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If this were Reddit I'd upvote the **** out of you
Sent from my PG86100 using xda app-developers app
My bad, I assumed that people who would go and pre-order a phone (that isn't an iphone) would be enough of a tech person to kinda follow this stuff.
X219c said:
My bad, I assumed that people who would go and pre-order a phone (that isn't an iphone) would be enough of a tech person to kinda follow this stuff.
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Never assume anything. If I just assumed people wanting a smartphone knew about the extra data fee and didn't bother telling them, for example, I wouldn't still be a store manager. Only thing you can assume is that the guest knows nothing, so you tell them what they need to know. That way, everybody you help is on the same page, knows the same stuff, and is well informed on what affects them.
Sprint could take a page from that. Don't assume your preorder customers are going to stumble upon your Facebook post, or that article about your press release, or even call up customer service. Assume they live under a rock and it's your responsibility to inform them of any changes in the order process.
Well that small thought escalated quickly... you get the point. :
Atoro said:
This is just a rant, so sorry if I'm off-topic, but this is just getting to be too much.
I'm a store manager for a multi-carrier cell phone store, nationwide, with stores in the thousands. I won't name names for privacy (and job security) reasons, so yeah. Sprint is just pissing me off lately with everything they've been doing.
First, the OTA ICS update that has been held back for Gods know why, with no official word on anything, and HTC sitting back and just watching, not helping out or releasing source code. They have the gall to release the 3D on Virgin WITH ICS, for half the price of the 3D (unactivated), with better plan pricing and the same coverage for the most part, including 4G, if you can even call it that. Sprint, get off your ass and get us ICS already, the firmware that comes stock on these phones is OVER A YEAR OLD, Jeebus.
Secondly, the way they're dealing with the GSIII fiasco. I have people coming in every day since the 21st, asking where their phone is. Sprint hasn't even contacted almost any of their own preorder customers to let them know about the delay, so anybody not on a forum like this has no idea. Not only that, but they won't release a new date or an explanation, nothing, just a "TBD" is all I have to go by on my system. This is how they treat customers shelling out $200-$250 for a phone? Sure, I don't expect to know everything, but AT LEAST have the corporate courtesy to let your customers 1) know about the delay, and 2) the WHY, even a simple "Samsung can't produce enough phones to keep up with demand" would be fine, but they opted for nothing instead.
Lastly, their pathetic data network. I mean absolutely pathetic. I sell these phones daily, and have to uptalk them as my job, but it's getting harder and harder when I have to DEMO my 3D to customers and can't even load a jpeg at work. I have 2 bars of 3G, on Verizon that gets my associate 1200 kb/s, for me I get 0.7 kb/s. Seriously? Their 4G network? Useless. There's ONE tower in my entire county, a quarter mile from my apartment, and I can't get signal indoors. Even when I'm outside, I'll get up to and including 3 bars, and even then it's barely usable. Then they go and switch to LTE, leaving the rest of us in the dust. I switched years ago just so I could get 4G when it rolled out, and look at where that got us. Now we have another couple years at least until there' LTE where I'm at. It's just disgusting, how Sprint is running things these days. It's not like they're broke, after doubling their upgrade fee, charging every smartphone customer the $10 4G charge, and getting more new customers here than either other carrier (for my store at least), they have the income.
I will give them this, their customer service is by far the best to work with. I've literally been asked if I have any idea what I'm doing while calling AT&T, and been hung up on several times by Verizon, but Sprint has never done me wrong. Any problem I've had they've been able to solve, so kudos. Now get to making your customers happy instead of your reps, unless you want to lose them both to a competitor with better coverage/faster data/faster updates.
</rant>
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Suggest you quit your job and drop sprint then. Otherwise stop crying and do something about it.
Sent from my EVO using xda premium
swaze said:
Suggest you quit your job and drop sprint then. Otherwise stop crying and do something about it.
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Troll harder, bro.
If something isn't what it should be, if service is less than what is stated, if I'm paying for something that cannot be used as advertized, why would I stay quiet about it? Lemme learn you somethin', boy. The squeeky wheel gets the oil. If nobody makes a complaint, if nobody rises up, nothing will ever change. This applies to more than just a cell phone company, obviously, e.g. everything from the American Revolution to the current battle for gay rights. Nothing will change unless we act and do something about it, which is exactly what I'm doing.
I've already sent letters to both Sprint and HTC about all this, HTC more about the bootloaders and source code. I'm also switching to Verizon until Sprint gets their act together. I'm here to let people know that there are other options besides rolling over and offering to be Sprint's 'bottom' while they take your money. I'm here to tell you that it is not only the customer who is pissed at them, but the CSRs, the Sales Associates and even the SMs like me, who are at their wit's end with all the cloak and dagger secrecy about fraking everything.
Anywho, yeah. Sprint has my full support in the future, and I'll gladly come back when they are better, but I can't deal with not having good service while it's my job to sell these things.
Are there any other Sprint employees or people in Sprint sales positions (Best Buy, Target Mobile, Radioshack, etc.) who feel the same way as I do? Chime in here, let these people know what you think.
You just made me hate sprint even more than I already do.
Thanks!
Sent from my PG86100 using Tapatalk 2
Where else you gonna get unlimited? Sure you get better data speed with other companies, if i was them id make it as fast as i could. Cause when you jump over your 2-3gb limit id just rape the sht out of you with overrage fees just like they do. As much as i dont like sprint, i wont be going anywhere until they get rid of their unlimited plans.
youdug said:
Where else you gonna get unlimited? Sure you get better data speed with other companies, if i was them id make it as fast as i could. Cause when you jump over your 2-3gb limit id just rape the sht out of you with overrage fees just like they do. As much as i dont like sprint, i wont be going anywhere until they get rid of their unlimited plans.
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I just checked my last 6 months of usage. Due to Sprint's speeds, I've never once used more than a gig. Most months were under 400 MB. I stick to wifi at home, and don't even bother downloading anything until I'm home.
I'd S so many Ds for the ABILITY to use 2 to 3 gigs a month... just saying. Like I said before, unlimited is nice, but it's useless if it's so slow that it becomes unusable.
EDIT: Also, they have no plans to remove unlimited, they have quadruple the bandwidth of every other carrier for data, which is how they can still offer unlimited. Again, good plan in place, but words are just words.
The above is why I got the Virgin Mobile rebranded version. At $35 a month, I'll break even for the $300 the phone cost in 9 months. And at that price I can accept less that great data speeds.
Sent from my Sprint Evo View 4G (PG41200) using Xparent Purple Tapatalk 2
[email protected] "I'd s so many D's" wth brah. never is anything worth s'in d's unless of course it is for more d's in which case the initial d s is negated by your willingness to s a d.
logic flawed.
*you now realize what you said. world implodes.
Sent from mobile device
I was bored, and I had another question they did answer for me, then this happened, and I thought it was pretty funny. This is with VZW chat rep on their website of course.
I also e-mailed their Wireless side CEO concerning this, the unlimited data crap, locked bootloaders (want a GSIII but the bootloader...) and such. I cannot wait for the response.
ryan: so if you are on month 21 of the 24 month contract, what would the ETF be? Do you know?
Kareva: No, as it is different per account for various reasons. Are you looking to upgrade or add a new line today?
ryan: No I am looking to leave your company as you wouldn't move my upgrade forward by a few months, so I could upgrade to the GSIII and keep my unlimited data. Therefor you won't get my service any longer.
Kareva: Great! Would you like to number to customer care to find the ETF amount?
ryan: not now, and I am rather bothered that you are excited to lose customers. What kind of company is this...
Kareva: Well not so much excited, but it is your money and to see you leave because of something that is in a contract that you applied for, I can't be too mad. I hate that you will now have to deal with bad service, but your choice.
Kareva: Can I assist you with anything else?
ryan: lol what? I would rather take bad service from companys that don't lock bootloaders, don't strip unlimited data away from customers just for pure profit. Some people have morals, apparently not your company, or you
Kareva: Well is there anything else I can assist you with tonight?
ryan: oh so you can make accusations like that, but lack the balls to stand behind them?
Kareva: Is there anything else I can do for you today?
ryan: grow a pair and not make comments you won't stand behind. This will be e-mailed to your CEO.
ryan: Terrible customer service
Kareva: Have a great night and please come again. We thank you for being the greatest side of Verizon !
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That's not the first time I've seen their chat reps being very rude. A friend of mine posted her chat with one of their reps and that rep was rude as well. I don't understand how they can get away with being so rude and keep their jobs. If I acted that way at my job I would be out the door.
Wow they really don't care at all anymore. Big red is a giant a-hole
Sent from my ADR6425LVW using Tapatalk 2
adavit said:
That's not the first time I've seen their chat reps being very rude. A friend of mine posted her chat with one of their reps and that rep was rude as well. I don't understand how they can get away with being so rude and keep their jobs. If I acted that way at my job I would be out the door.
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Yeah it is terrible, I wrote this as the e-mail to the VZW CEO which also included the full chat between me and the rep. Can't wait for the response.
Hello,
I first off would like to state, that I am one of your customers rather upset by the choices Verizon has made in not letting us grandfather in on unlimited data, and forcing us to a tiered data plan, in what looks to be for nothing but pure extra unneeded profit. I probably will not be a customer for much longer due to this, and the fact that my upgrade is not terribly far away, but instead of moving it forward, and letting me get a galaxy SIII and keep my unlimited data, your company decided it was better to lose me. I am debating between buying a Galaxy SIII that your company has locked down which no other wireless provider has, or just paying the ETF and flat out leaving for another carrier now. I know my service wouldn't be as good as yours, but right now I don't feel as if your company deserves any more of my money, than I need to let you have. In doing so I joined your online chat to ask about the ETF. I wasn't bothered by the answer I got, but more so the excitement in the employees statement about me leaving verizon. I then was more bothered by the next statement made, that the rep then refused to respond too. I admit my responses ended up lacking a mature way of responding, but they were meant as intended. I think the employee realized their screw up as they forced me off the chat at the end. I would have been impressed with an "I am sorry I said that sir," but instead was treated like I ruined their day. I made sure to leave it up, so I can copy it here for you to read. I don't know if these are saved or not, but this is terrible behavior.
Loosing unlimited data, full price for phones, locked down bootloaders, and the way I have been treated by employees, are reason I will never come back or recommend verizon to anyone again. I stand with what I told the rep, I would rather stand behind my morals and have mediocre service, then lose them, and have great service.
I do give you a chance to change my mind, but I somehow don't see that happening.
Thank you for your time. (No my name is not ryan, but I had just ended a chat with my real name, with someone who was helpful, but forgot to ask about the ETF, and felt weird if I had ended up talking to them again.)
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That is hilarious, I guess u got a bad CS rep. I have come across plenty of stupid ones, overly polite ones, or just people who write like they are copying and pasting from a handbook but never one of those.
I'm not defending the chat rep but aren't most of their responses just form responses anyway? I never had anything resembling a "conversation", I just assumed they basically went from a script, much like reading back tech support steps.
mbarry55 said:
I'm not defending the chat rep but aren't most of their responses just form responses anyway? I never had anything resembling a "conversation", I just assumed they basically went from a script, much like reading back tech support steps.
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You really think that second response about other coverage sucking was script?
I know some answers are, but that doesn't feel that way. Which would explain why they wouldn't respond about it.
For the sake of playing devil's advocate I don't see anything too outrageous being said by the chat rep. Your comments come across as a little naive.
ryan: lol what? I would rather take bad service from companys that don't lock bootloaders, don't strip unlimited data away from customers just for pure profit. Some people have morals, apparently not your company, or you
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I mean at the end of the day they're a company who's primary goal is to, yes, make a profit. As they are honoring their current contractual obligations with you I don't really see this as a lack of morals?
For the record, I'm as unhappy about the changes and the bootloader annoyances and everything but we're kidding ourselves if we think this community represents the majority of wireless consumers. They are going to do whatever they want to do to turn a bigger profit. It's nothing personal, just capitalism...
nosympathy said:
You really think that second response about other coverage sucking was script?
I know some answers are, but that doesn't feel that way. Which would explain why they wouldn't respond about it.
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I'll say at&t has the greatest customer service, if you have any issues they will do anything to keep you with them. I only went to Verizon to get away from tiered data plans
My contract ends next year, by then I hope at&t has 4g in my area and I'll be switching to them
Sent from my ADR6425LVW using Tapatalk 2
usefulidiot127 said:
For the sake of playing devil's advocate I don't see anything too outrageous being said by the chat rep. Your comments come across as a little naive.
I mean at the end of the day they're a company who's primary goal is to, yes, make a profit. As they are honoring their current contractual obligations with you I don't really see this as a lack of morals?
For the record, I'm as unhappy about the changes and the bootloader annoyances and everything but we're kidding ourselves if we think this community represents the majority of wireless consumers. They are going to do whatever they want to do to turn a bigger profit. It's nothing personal, just capitalism...
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MOST companies understand that good customer service equals a greater profit, Verizon can get away with this because of their coverage and reliablity, but soon enough they will get bitten in the ass by this and change their ways
Sent from my ADR6425LVW using Tapatalk 2
i tried, they completely dodged the questions and ended the chat verizon is seriously the worst
Maddison: Hello. Thank you for visiting our chat service. May I help you with your order today?
bob: Hello I just want to say i am very dissapointed with verizons plans to screw people out of their grandfathered unlimited data or else i would be purchasing a new phone soon but instead im thinking of leaving verzion
Maddison: I will be happy to assist you with your order today.
bob: okay nevermind iguess you guys really dont care about it
Maddison: It has been my pleasure to chat with you today! Please feel free to re-open the chat session if you need further assistance . Thank you and have a great day!
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usefulidiot127 said:
For the sake of playing devil's advocate I don't see anything too outrageous being said by the chat rep. Your comments come across as a little naive.
I mean at the end of the day they're a company who's primary goal is to, yes, make a profit. As they are honoring their current contractual obligations with you I don't really see this as a lack of morals?
For the record, I'm as unhappy about the changes and the bootloader annoyances and everything but we're kidding ourselves if we think this community represents the majority of wireless consumers. They are going to do whatever they want to do to turn a bigger profit. It's nothing personal, just capitalism...
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regardless of how you feel. Verizon found a loophole to the forced unlocked bootloaders of the 700mhz spectrum. No other company forces you to drop unlimited if you renew. Also, as you said yourself, we make up a small percentage. Yet that small percentage is the percentage they on purpose try and control the most.
Also, yes their statement was bothersome. Should have gone, "I am sorry to hear that sir, but unfortunately there is nothing I can do for you concerning this issue you are having."
Not, Have fun with the competitions crappy service. Specially when they do not know who I am going too, they are making assumptions.
I understand capitalism, but this really isn't it. There is too heavy of an attempted monopoly attitude with these companies. They don't compete to earn your business, they assume you will get their business and you will do whatever they say, because of their phone and service offerings.
nosympathy said:
regardless of how you feel. Verizon found a loophole to the forced unlocked bootloaders of the 700mhz spectrum. No other company forces you to drop unlimited if you renew. Also, as you said yourself, we make up a small percentage. Yet that small percentage is the percentage they on purpose try and control the most.
Also, yes their statement was bothersome. Should have gone, "I am sorry to hear that sir, but unfortunately there is nothing I can do for you concerning this issue you are having."
Not, Have fun with the competitions crappy service. Specially when they do not know who I am going too, they are making assumptions.
I understand capitalism, but this really isn't it. There is too heavy of an attempted monopoly attitude with these companies. They don't compete to earn your business, they assume you will get their business and you will do whatever they say, because of their phone and service offerings.
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Yea alright I'm done playing devil's advocate, I think we're mostly in agreement here.
ijustwantmydock said:
i tried, they completely dodged the questions and ended the chat verizon is seriously the worst
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They used siri
Sent from my iPhone...
ijustwantmydock said:
i tried, they completely dodged the questions and ended the chat verizon is seriously the worst
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Lololol. Webchat is a joke.
I am not siding with the VZW rep on this but it is competition that makes various businesses update/change policies. VZW cannot be to blame as your requests do not fall under the contract for which you signed. People take things for granted, if you are grandfathered into a unlimited data plan you should be happy with it. If you give someone an inch, they'll take a mile.
The providers all suck, each in their own unique ways. If you find the one that gives you awesome coverage, unlocked stock top-of-the-line cheap phones, provides OS upgrades quickly, no EFTs and unlimited data for great prices- please let me know where I can sign up!
Unlimited data is going away for everyone, just give it enough time. Grandfathers don't live forever.
richii0207 said:
I am not siding with the VZW rep on this but it is competition that makes various businesses update/change policies. VZW cannot be to blame as your requests do not fall under the contract for which you signed. People take things for granted, if you are grandfathered into a unlimited data plan you should be happy with it. If you give someone an inch, they'll take a mile.
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No what people are mad about is lack of competition.
You have four major wireless companies. A bunch of smaller companies.
The companies all have their little "thing" the other companies don't offer to try and real you in.
What needs to happen, is every carrier gets the same phones. May not be interchangable, but if one company gets phone B, all companies get phone B. All versions of phone B will be exactly identical, minus maybe GSM/CDMA etc. that HAS to be different.
All phones will be UMRP and sold at a subsidized price per the MFG. All your major and minor companies will then only have to focus on a few things. Coverage, plans, speed, and price. They could control the price of the phones too, and things would get better.
At this point, (ignore the fact it was kind of a fail advertising wise using it to prove a point) say the hot new phone comes out, the rezound, and you want it, you can have it on anybodies service. Now all four major companies, and if it applies, minor companies, will have to ACTUALLY compete to get your service. More mins for less money, unlimited data, better customer service. They would never burn you, because they know you won't be back, because they won't have that exclusive that you have to have.
this isn't exactly how it works over seas, but is closer, and from my understanding service over their is DIRT cheap, and look at the amount of phones over seas running cyanogenmod, aokp, MIUI, etc.
nosympathy said:
You really think that second response about other coverage sucking was script?
I know some answers are, but that doesn't feel that way. Which would explain why they wouldn't respond about it.
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Actually, that is. Granted, it was worded poorly, but it's in their script to talk about how bad service is with other carriers.
I don't have your phone, or Verizon.. but your post is why I don't have that phone, or Verizon. I've always been confused why people pay so much more to be with Verizon.. I pay 64.50 per month with T-Mobile, unlimited minutes and texts with 2gb of data. I could pay 76.40 and have 5gigs of data, do you actually need more??
Everyone has their reasons for choosing the company they do, tho most don't have very well thought out reasons.. these companies let each other use each others service, so technically you don't get better service from one over another.
And to the last guy who was posting about the subsidy situation with the carriers, in almost any other country in the world, phones are not locked into the carrier, and the carrier doesn't have the say so over the phone, which we know simply isn't true here. These companies try to hold on to the way things are, and they aren't going to stop.. simply for all the reasons you named. They are in control. They've made us their *****. We have to deal with it until the majority of consumers here change their buying habits.. but just like so many other issues, I don't see us ever working together to make positive change.
to the open, switch companies and feel good about it. Vzw sucks, you won't miss them.
Sent from my HTC_Amaze_4G using xda app-developers app
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.
In October 2014, I enthusiastically purchased my Sony Z3v at full price. There is no question in my mind that it was and still is an outstanding device. But this does not excuse the fact that many of us purchased this device with the understanding that Lollipop was imminent by end of year 2014 and simultaneous voice and data would be available shortly thereafter. It doesn't matter if there are hacks available or not. My purchase was predicated on the fact these things were imminent, that Verizon would be enabling and updating these features.
Since then, along with many of you, I have contacted Verizon several times over the last 17 months and each time Verizon representatives have told me to be patient, that the updates were imminent. As a consumer, I had no recourse but to trust what they promised......its not as if I had any options and could sell the device back to Verizon for full value without losing money.
I use my device for work and have suffered loss due to the fact I could not receive data while on calls etc.
This has been such a complete joke. I don't know if a class action suit would even be fruitful. But what I can tell you is that I will never purchase a device or any accessories from Verizon ever again.
So sad.
I completely understand your frustration and sympathize with you on this. Verizon's "policies" makes my blood boil, but only if I associate the device directly with them. (I know, I know... They brand the snot out of everything they sell so you always have their logo to remind you...)
However, I've come to absolutely love this device despite Verizon's broken promises, and actually am now (tonight) buying a second new handset so I may continue to enjoy the Z3V for a few more years to come.
I admit I'm a bit odd; old, set in my ways, don't like change, etc. I went from Droid 1 to iPhone s4 to z3V ever since the Droid came out. But I see handset technology slowing down now. Carriers AND manufacturers are starting to offer less (no SD slots -WTF?!)... I've found a device that suits all my needs and I'm gambling I'll be happy with it for a few years to come. (This thing is twice as powerful as my last laptop and has a 200Gb SD card with a 21MP camera! And a friggin FM radio in it!!)
Granted, you mention a particular need (voice plus simultaneous data), but you knew the handset didn't have that when you bought it and you never really were certain when you did buy it when that feature was supposed to be added. You never got it. Is that a reason to be pissed at the carrier? Yes, most certainly, especially if your livelihood depends partially on it. But the device, well, in my opinion, it's the closest thing to Apple build quality sporting Android that I've seen so far.
My biased, crazy opinion. Afterall, I'm buying a second one to keep in a drawer. LOL!
If I didn't think it would be a total loss, but I'd go grab the Z5/Z5 Premium and go use it on Straight Talk. This is the only way I'd see myself upgrade to a Sony only route.
If I did, I'll buy whatever accessories to keep the phone in top condition since I won't have assurance of a guarantee that I could just warranty my problems if something happened. It's why I'm grateful that having insurance from Verizon on my phone that I could easily get it replaced. :/
Unfortunately the insurance for replacement is "limited time only" at best. I had my handset replaced after I bricked it and it seemed as if it were a close possibility that I might have to settle for something else of "equivalent value". That was 3 or 4months ago. I was super thankful that my replacement looked brand new. I'm pretty particular and I saw no indication that it's a refurb. I can't seem to find a NIB one now.
AddictedToGlass said:
Unfortunately the insurance for replacement is "limited time only" at best. I had my handset replaced after I bricked it and it seemed as if it were a close possibility that I might have to settle for something else of "equivalent value". That was 3 or 4months ago. I was super thankful that my replacement looked brand new. I'm pretty particular and I saw no indication that it's a refurb. I can't seem to find a NIB one now.
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Limited time only in regards to how many times I can use it? Or how many more months I can have until it somehow runs out?
OTA on the way
Talked to Verizon rep online she talked to the network team and she said this week that ota updates where deployed this month and should be down by end of month. According to them 12% had received the ota. If this is true we should all have lollipop by end of month. If she was lying I will put up her cell phone number so you can all duke it out with her.
GigaSPX said:
Limited time only in regards to how many times I can use it? Or how many more months I can have until it somehow runs out?
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Limited in the sense that this model is becoming difficult to find in new condition.
---------- Post added at 06:24 AM ---------- Previous post was at 06:21 AM ----------
silentswarm said:
Talked to Verizon rep online she talked to the network team and she said this week that ota updates where deployed this month and should be down by end of month. According to them 12% had received the ota. If this is true we should all have lollipop by end of month. If she was lying I will put up her cell phone number so you can all duke it out with her.
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I'm sorry dude, but you have just joined yesterday and this is your one and only post?
You smell funny, so Ima get the big guy to pull yer post (and this one) so we can keep an on topic discussion that doesn't go down this same road yet again.
I'd like to be able to discuss stuff without the thread getting closed down!
---------- Post added at 06:53 AM ---------- Previous post was at 06:24 AM ----------
No worries, mate. GREG BRADLEY says you're not a dupe account, so carry on screwing up this thread with your unsubstantiated claim. -Even though such claims draws arguments like maggots on crap. LOL!
Welp, the moderator has spoken.
Anyhow, I wouldn't care so much if it was new or used as long as its in fine, not banged up, and working condition. It's just knowing how long until it would be I can get the most out of the Z3v though...
I feel the same way. Its a great device but Verizon is lame as soon as my contract is up i am moving to TIng. Sony did a nice job of supporting this phone and even offering a way to unlock all the other models of the Z3 but Verizon wants to keep it locked up and then fails to provide the updates themselves. I think i might buy another Z3 (regular gsm one) once I switch though.
linuxxnut said:
I feel the same way. Its a great device but Verizon is lame as soon as my contract is up i am moving to TIng. Sony did a nice job of supporting this phone and even offering a way to unlock all the other models of the Z3 but Verizon wants to keep it locked up and then fails to provide the updates themselves. I think i might buy another Z3 (regular gsm one) once I switch though.
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I am pleased with my Z3v and will probably use it until the battery starts failing. It would be nice to have an unlocked bootloader but I don't ROM-up phones like I used to and as long as it is rooted and I can use certain root-required apps I like then it is livable.
Unfortunately here in the Nashville, TN area where I live the Verizon network is second to none in quality and coverage, the only viable option if you don't live in an urban area is a Straight Talk phone using the Verizon network. The term "the hills of Tennessee" isn't a glib comment. I have been in situations where friends using other carriers have one or no bars and my Verizon phone had a solid three bars. Also my work occasionally sends me up to southern Kentucky where it is literally a choice between Verizon or nothing. Now there is growing resistance to any new cell towers being erected so it has grown much more difficult for a carrier to improve their network.
I hear ya on that one, Komet1. Verizon is the only carrier that works well in my area too. So this definitely factors into the equation of just how much I can tolerate regarding Verizon's BS policies.
Me as well... Verizon is the only reliable service I can use. So they get my business there by default but that's where I draw the line. So while I am forced to pay monthly for their towers and spectrum I will never buy a phone from them or any accessories from them again. I know it won't make much a difference to them but it's the principle of the matter for me. I can't support their practices in light of my Z3v fiasco with the three Z3v's I have on my account.
silentswarm said:
Talked to Verizon rep online she talked to the network team and she said this week that ota updates where deployed this month and should be down by end of month. According to them 12% had received the ota. If this is true we should all have lollipop by end of month. If she was lying I will put up her cell phone number so you can all duke it out with her.
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Anyone seen any evidence of this happening or do we have a troll in our midst?
Komet1 said:
Anyone seen any evidence of this happening or do we have a troll in our midst?
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I dunno. He Pmed me a link, but I didn't bother checking it out as I was in a hurry. Guess I'll bite, but I don't hold my breath on any of these leaked reports. I find it just a bit curious that he/she had only one post and by date given, seemed to have registered JUST to post that.
Edit: I just checked the link silentswarm sent me via PM and all it is is a screenshot, supposedly of his phone, with a text from Verizon stating, "Free Verizon Msg: The Xperia update to Lollipop is expected to rollout by the end of February. Thanks for your patience."
That's about as weak as I've seen as far as "proof" this far.
I'll eat my words and apologize to silentswarm if he is found to be correct.
I just checked the Verizon forums, one would think if this was legit they would be on fire but no, all is quiet. I'll calling this one bogus.
silentswarm PMed me after the first post this morning with a link to the same screenie, I just spotted it. Granted it looks real.
He said he was a bit of a lurker, I can relate to that, I've been hanging around Reddit for several years and still don't have an account. I guess it was my lack of trust that Verizon will do anything that makes me suspicious.
Why has no one shared of said image for everyone to view on here? :v
GigaSPX said:
Why has no one shared of said image for everyone to view on here? :v
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LOL... didn't you know this rumor is TOP SECRET?
Shhhhh! Don't tell a n y b o d y!
heh, never thought about it despite silentswarm's OK. I stop thinking Friday afternoon and don't really start again until Monday morning when I merge into the disaster named I-40 Westbound...here ya go
silentswarm said:
I follow the forums pretty often just never needed to create a account cause I had nothing to add. Here is text I received from version after I chatted with network support.
http://postimg.org/image/tuxfyslid
Feel free to share it I don't have enough posts to share links or pictures yet
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I guess that's pretty legit enough being sent through text message. Although this is the first time I ever saw a carrier would send out an update announcement through text.