| Author |
Message |
TBird
Posts: 3 |
 
Thu Mar 20, 2008 2:12 am |
Hello everyone,
Well when I saw all the posts in CSR lounge insulting dumb callers I figured I should post this about CSRs.
Background info:
I am one of those "dumb teenagers" to CSRs
I have an unbranded Motorola RAZR V3
Situation:
I just got the T-Zones WAP internet package and was greatly disappointed with its limited capabilities and no joy for Java apps that required the network on my phone. So I want to add the real internet package to my phone.
So I call up T-Mobile Customer Service ( I am going to skip past the typical account verification stuff)
1st call:
CSR1: So what would you like help with?
M: I would like to add the full HTTP internet package to my unbranded Motorola RAZR V3
CSR1: With that phone T-Mobile cannot guarantee that this package will work for you.
M: I understand
CSR1: do you still want the package?
M: Yes
CSR1: alright ill add that to your account for $x
M: Alright
CSR1: ok its been added, ill send you the settings
M: Alright
[Typical interaction with PIN exchange and settings change]
CSR1: Ok, it might take up to 24hrs to activate on your phone
M: Alright understood.
CSR1: Is there anything else I can help you with today?
M: No thank you, good bye. <hang up>
24 Hours later the package is not working on my RAZR's built in mobile browser or the Opera Mini browser I downloaded onto my phone using Motorola Midway. So I decide to give T-Mo another call.
[Typical account verification and phone info piece]
CSR2: So what can I help you with today?
M: Well I signed up for the full internet package for my phone yesterday and its been more than 24 hours and the package is still not working.
CSR2: What kind of phone do you have?
M: an unbranded Motorola RAZR V3
CSR2: Im not sure if that package will work on that phone. let me check with our data department.
[5 minutes of hold time later]
CSR2: Sir?
M: Yes?
CSR2: Our data department says that that package will not work on that phone.
[Stunned as I was sure I had read that full internet does in fact work on a RAZR V3]
M: Alright, well what do you suggest I do?
CSR2: I recomennd you take off the full internet package and put the T-Zones package back on.
M: Alright do that.
CSR2: Ok its changed
CSR2: Is there anything else I can help you with today?
M: No thank you, good bye <hangs up>
Well now im sort of angry with 2 conflicting opinions from T-Mo CSRs and now the entrance of the mysterious "Data Department". I conclude that I am going to call again and force the CSR to give me the package and settings because they arent going to refuse some "stupid" customer refusing to heed their warnings and wanting to pay more per month. So here I go again.
[Typical account verification and phone info]
CSR3: Now what can I help you with today?
M: I want to put the full HTTP internet package on my unbranded Motorola RAZR V3
CSR3: I'm not sure if that package will work on that phone, let me check with the T-Mobile Data Department
[10 minutes of hold time]
CSR3: I have just confirmed with the Data Department that the full internet package will NOT work on your phone.
M: I don't care please add the package to my account
CSR3: Ok, its added. Now im not sure if we have settings that will work for you.
M: I don't care send me whatever you have
CSR3: I can't guarantee they will work on your phone or even if your phone will function with them.
M: I don't care, send them.
[Typical settings and PIN exchange]
CSR3: Ok now there might be an up to 24 hour delay for the package to apply to your account.
M: Understood
CSR3: Is there anything else I can help you with today?
M: No thank you, good bye <hangs up>
24 hours later, loe and behold I have full internet on my RAZR in both the default browser and Opera Mini.
Maybe a T-Mo CSR can explain some things to me.
1. Why were there conflicting opinions on the same subject with same given information?
2. Do you have problems with the "Data Department" and its accuracy?
3. Are there T-Mo policies for CSRs giving packages to phones that it probably won't work on but the customer is stubborn and insists?
-TBird
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Sir_GoAtaLoT
Posts: 404
Phone Model:
BlackBerry 8100 Pearl
Service Provider:
T-Mobile |
Thu Apr 03, 2008 1:11 am |
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T-Mobile Cannot guarantee that wireless devices not Sold by T-Mobile will work on T-Mobile's network. I suggest you call back and ask to speak with the WDG Team. Wireless Data Group. They are in charge with troubleshooting Wireless Devices not sold by T-Mobile.
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kawaii36
Posts: 30
Phone Model:
Blackberry Curve, Sidekick LX, Razr2, Iphone
Service Provider:
T-mobile |
Sun Apr 20, 2008 12:48 pm |
to protect themselves they have to tell u they cant garuntee that it would work.
there r some csr's that know more than others and there r some that just go by policy. u usually can tell who knows more stuff when u tell them ur situation. there's actually no policy about the packages. if u think it would work just tell them send it, if u were at my store i would send u every device over the air setting until that thing works
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DiablosMX
Posts: 30
Phone Model:
Sidekick 3, Sidekick LX, Nokia 6133, Nokia 6086
Service Provider:
T-Mobile USA |
Mon Apr 21, 2008 9:08 am |
| kawaii36 wrote: | | to protect themselves they have to tell u they cant garuntee that it would work. |
Mostly because it's true. T-Mobile cannot guarantee it, though we can certainly try.
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TheManator
Posts: 662
Phone Model:
SGH-D807 & SGH-i609 & 8GB iPhone
Service Provider:
at&t mobility |
Mon Apr 21, 2008 1:24 pm |
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Sounds like a WAP settings problem. And it sounds like they did an OTA to fix this.
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iowa
Posts: 1126
Phone Model:
Sanyo Katana Deluxe\LG Rumor\Palm Centro
Service Provider:
Sprint~MyPlan (2 Lines 1000 Min, Free Roaming,Free Internet, Free Text, Free Pick 5, Free Mobile 2 Mobile, 25% Loyalty Discount, Free Nights & Weekends@5PM, 7$ Recurring Credit.) 80 Bucks. |
Wed Apr 23, 2008 5:22 pm |
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You can't expect all tier 1 reps to know everything. most of the time they just read whats on the screen.
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