| Author |
Message |
lester83
Posts: 59
Phone Model:
Motorola V551
Service Provider:
Cingular |
 
Sat Jul 23, 2005 2:44 am |
what is the deal with cingular? i got a t610 in late march, and on my first call to cust care the rep was able to understand what i was asking for when i told him i needed the WAP and MMS settings for my new phone, and he even sent me an OTA with all the needed settings;
as a senior CSR for t-mobile i know it can be done, ive even posted the link for the Device Over The Air Configurator in the t-mo forum.
problem is: i just got a t637 (cingular version even) and needed the same thing done for my latest phone. well, my first call the girl didnt even really know what an OTA was, but at least offered to give me the settings to do it manually - but then the call dropped (i was driving, went into a known no-coverage area).
so i call back later that afternoon, and the guy i talked to knew even less and didnt even know how to do it manually. gave me some # for tech support and transfered me over there, only to hear a recording that "We're sorry, but we are currently experiencing a situation that has required a building evacuation. Please try your call again later." -this is NO JOKE!
so after work i called the tech # again, and of course they close at 9, so i was screwed.
in the meantime, i was sent a MMS to my v551. great. i get them all the time. except that this time the picture didnt show up, but instead i got a web address and a password to look at it from my computer. it was as if my v551 suddenly couldnt support MMS. funny, cuz it has a camera w/ video record....
the next morning, i tried to send a MMS to myself. nothing. so at this point i had made 3 calls to cust service, and my original question was still not resolved, but ever better than that i now had a completely new problem that did not exist before talking to cust service.
that afternoon i called cust service again, and talked to a 3rd rep. she actually sounded like she knew something. she apologized for my problems, and proceded to re-enable my account for mms use. she said that she didnt know why the MMS features were deleted from my account. i then asked to confirm what features were on my acct, and she (thankfully) told me that i had the media basic package, with 250 sms and 40 MMS and she didnt know how much WAP. next im told "hmmm... it looks like your accont is set up for the pay-per-use WAP. let me fix that and put on the 1MB you should have."
basically, one of the first 2 reps deleted MMS and the included WAP features from my account, this left me unable to send/recieve MMS, and being billed .03/kb for WAP when i should have 1Mb free and .01/kb overage. granted, i could still at least use WAP, but my 1Mb that i was already paying for would have been 30.72 + tax in usage. Wonderful.
So, in the end of it all; i made 5 calls, spoke to 4 people (i had to call back the today for issues with sms, that got fixed - i hope  ) and all i had managed to accomplish was *hopefully* fix the problems that didnt even exist untill one of the first reps i talked to screwed up my account.
i am litterally stunned that this was even possible.
and for the first time in 4 1/2 years, i want to cancel cingular. (<-- dont even get me started about what ive gone through since getting a razr for my girlfriend -on a seperate acct- 6/30)
what is the deal?
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mr_incredible
Posts: 36
Phone Model:
Nokia 2260
Service Provider:
AT&T/Cingular |
Tue Aug 02, 2005 5:48 pm |
You ran across a few "uninformed" reps. It happens, chances are they were new and in their nesting period.
As far as the building evacuation, you'd be surprised at how many bomb threats we get from pranksters and psychos trying to play off of post-9/11 terror scares.
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Frost
Posts: 175
Phone Model:
S710a (old fones:V3,V551,V
400,E715)
Service Provider:
Cingular |
Tue Aug 02, 2005 5:55 pm |
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I love how you ask, "whats the deal?" like someone will have an answer to why these particular reps didnt know about OTA......
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Wed Aug 03, 2005 3:25 am |
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I know I hate that when im on a call...."so why did this person tell me.. blah blah" Like that is a question I can seriously answer.
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lester83
Posts: 59
Phone Model:
Motorola V551
Service Provider:
Cingular |
Wed Aug 03, 2005 4:27 am |
| Frost wrote: | | I love how you ask, "whats the deal?" like someone will have an answer to why these particular reps didnt know about OTA...... |
| xXxSamsungxXx wrote: | | I know I hate that when im on a call...."so why did this person tell me.. blah blah" Like that is a question I can seriously answer. |
guys, im sorry, i was just really frustrated after a long day of being on the phone as a customer with (sorry to say it, but its true) useless reps who just managed to make new problems.
That was probably excaberated by me then having to spend a much longer night on the phone with moronic customers, half of whom respond to "well i'm sorry youre isnt working, let me help fix it. what kind of phone do you have?" by saying "the t-mobile phone"
---side note: when someone says "the tmobile phone", i feel like telling them "well, sir/ma'am, you mean to tell me that t-mobile only has 1 single phone for all 18 million customers?"
my biggest pet peeve at work isnt the greedy customers who are on a 29.99 plan for 6 months and scream at you when they can't get a v330 for free, then say (very condesendingly) "just put your supervisor on the phone, you can't help me." No, what i hate above all else is when people who i work with dont do their jobs right and i get stuck cleaning up the mess.
I get tired of it REAL fast - like 3 calls into my shift.
and im sorry if i take/took it out on you guys.
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mr_incredible
Posts: 36
Phone Model:
Nokia 2260
Service Provider:
AT&T/Cingular |
Wed Aug 03, 2005 9:35 am |
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Thats ok. We understand.
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TexasCSR
Posts: 327
Phone Model:
V600, V551, Nokia 6820
Service Provider:
AT&T/Cingular/T
mobile |
Wed Aug 03, 2005 10:48 pm |
Trust me I understand.
I tried getting an upgrade on my Tmobile phone today and realized that my brother raked up the bill.
ARGH!
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Thu Aug 04, 2005 12:48 am |
Sorry hockey, my comment had nothing to do with your issue lol. Just stating that I hate when people say that lol 
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TexasCSR
Posts: 327
Phone Model:
V600, V551, Nokia 6820
Service Provider:
AT&T/Cingular/T
mobile |
Fri Aug 05, 2005 8:29 pm |
Oooh! I am a flashing antenna designer!!!!
How long before I get to moderate the Cingular Forum? UGH!
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Sat Aug 06, 2005 1:30 am |
2000+ and we will talk lol 
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