Don't want to begin on a rant ...... but for a company that has won the JD power award this is classic! Any TMO Reps out there with an idea feel free to jump in.
I bought an unlocked Razr about a month or so ago (had to you guys don't have black) after significant reseach and assurance from people more skilled than me that it wold work. So, phone comes and time for set up. Phone worked ok out of the box, did TZones set up and no problem. Not so lucky with picture mail however. So after my own funblming around I called Customer care.... thus the saga begins.
Contact #1 after about 20 minutes of wait. This person talked very bad english, took me through the steps I had already had not work (sent the file OTA etc). Basically put in the pin and got message "update can not continue, contact carrier for additional information). One of the things the person did was have me to system reset and in the process put me backward to where I not only had no picture mail but no longer able to connect to the network. Soooooo, this person is stumped, time to go to the next level of support. Don't worry sir, I will transfer your notes, so you won't have to go through all this again.
Contact #2 - would have been nice if just a transfer but after another 20+ minutes (spent a total of almost an hour with the first person between long hold and then the bafflement). and, not only was my notes not transfered but they had no information on me and (for the third time) had to go through the complete ID info - number, address, name, SSN etc. This person though they claimed there were level 2, sounded more baffled than the first, did the same OTA exercise in futility and then..... when she found out I had an evil unlocked phone, started to hassle me about an unsupported phone, my lack of judgement in buying outside the family etc. She then (I think, another struggle with language) said I could now go to the next level (again about 40 minutes on the phone - hold and contact), put me to transfer and CUT ME OFF!!!!!!!
Contact #3 This time back to square 1. Called again, 15 more minutes on the phone, this time a person who while tier 1 did sound a bit more understandable, said he was sorry about five times (after the complete ID deal again), said he would not help me and ahhhh on to another tier 2 person.
Contact #4 - ahh another ten minutes, complet ID again, explain my problem for yet another time and again, no help. This person at least didn't waste a lot of time, just could not help. He tried to find the instructions to do this deal manually but could not and said, the "real experts" would call me tomorrow. Said I did not have time during the day (you know that annoying job thing) and was assured that that's ok when could they call me in early evening (now on the phone almost two hours total and still no data connection). Gave me a time and was assured they would call.
Total time (estimate) over two hours and not only no help but they put me backward.
Contact #5 - THERE WAS NO CONTACT #5 - THEY NEVER *$@#$% CALLED ME BACK.
Net result no TZones, no picture mail, no help and well, not much of anything.
I have been a customer for two years (after 13 with AT&T wireless), have three accounts (mine alone runs about $180 a month), plus my business partner has his entire family on a family plan - because of my recommendations along with my entire family and three of my employees.
Ya think I could get a little help. I don't have time to spend another two hours on the phone - heck next time they may shut down my phone as well.
Any suggestions out there - maybe a call from the president of the company??
Yes, I know this is a BB forum and I have a 8700g (after a 7105) along with the Razr. Just getting frustrated and have seen people get some help on here - from TMO members (I am in Minnesota)
I bought an unlocked Razr about a month or so ago (had to you guys don't have black) after significant reseach and assurance from people more skilled than me that it wold work. So, phone comes and time for set up. Phone worked ok out of the box, did TZones set up and no problem. Not so lucky with picture mail however. So after my own funblming around I called Customer care.... thus the saga begins.
Contact #1 after about 20 minutes of wait. This person talked very bad english, took me through the steps I had already had not work (sent the file OTA etc). Basically put in the pin and got message "update can not continue, contact carrier for additional information). One of the things the person did was have me to system reset and in the process put me backward to where I not only had no picture mail but no longer able to connect to the network. Soooooo, this person is stumped, time to go to the next level of support. Don't worry sir, I will transfer your notes, so you won't have to go through all this again.
Contact #2 - would have been nice if just a transfer but after another 20+ minutes (spent a total of almost an hour with the first person between long hold and then the bafflement). and, not only was my notes not transfered but they had no information on me and (for the third time) had to go through the complete ID info - number, address, name, SSN etc. This person though they claimed there were level 2, sounded more baffled than the first, did the same OTA exercise in futility and then..... when she found out I had an evil unlocked phone, started to hassle me about an unsupported phone, my lack of judgement in buying outside the family etc. She then (I think, another struggle with language) said I could now go to the next level (again about 40 minutes on the phone - hold and contact), put me to transfer and CUT ME OFF!!!!!!!
Contact #3 This time back to square 1. Called again, 15 more minutes on the phone, this time a person who while tier 1 did sound a bit more understandable, said he was sorry about five times (after the complete ID deal again), said he would not help me and ahhhh on to another tier 2 person.
Contact #4 - ahh another ten minutes, complet ID again, explain my problem for yet another time and again, no help. This person at least didn't waste a lot of time, just could not help. He tried to find the instructions to do this deal manually but could not and said, the "real experts" would call me tomorrow. Said I did not have time during the day (you know that annoying job thing) and was assured that that's ok when could they call me in early evening (now on the phone almost two hours total and still no data connection). Gave me a time and was assured they would call.
Total time (estimate) over two hours and not only no help but they put me backward.
Contact #5 - THERE WAS NO CONTACT #5 - THEY NEVER *$@#$% CALLED ME BACK.
Net result no TZones, no picture mail, no help and well, not much of anything.
I have been a customer for two years (after 13 with AT&T wireless), have three accounts (mine alone runs about $180 a month), plus my business partner has his entire family on a family plan - because of my recommendations along with my entire family and three of my employees.
Ya think I could get a little help. I don't have time to spend another two hours on the phone - heck next time they may shut down my phone as well.
Any suggestions out there - maybe a call from the president of the company??
Yes, I know this is a BB forum and I have a 8700g (after a 7105) along with the Razr. Just getting frustrated and have seen people get some help on here - from TMO members (I am in Minnesota)