Problems with Dealer Support - Resetting MMS and WAP

S

shari_louise84

New member
I had a situation last week with a customer's mogul that would not do MMS. I knew the settings were correct because it was a full flash with To0's ROM. I called cricket dealer support 5 times to have them reset the MMS on the account with no luck. Dealer support kept giving me the speech about how they don't support flashed phones and they won't guarantee wap or mms to work... After about 3 hours of wasted time the customer decided to leave the phone and we agreed to work on it later.

The customer called me about 20 minutes later and told me that she called customer care (technical department?) and told them to fix the problem or she would leave cricket. She told me that tech support actually said there was a feature missing on the account that kept it from working. I tried the phone and mms worked.

How can we get dealer support to actually spend more time looking at the account than they do on giving the "we don't support flashed phones" speech? I assume other dealers are having similar issues.. how to you handle this?

Thanks,
Chris
 
You should always check the registry when having these issues.
I've used crwingers cabs, and to0's rom and have still occasionally had problems with registry settings being fouled up.
I know this isn't precisely the issue you're complaining about, but since you mentioned it.
:)
Good luck with CS.
 
I have had that problem before.. I'm really not happy that I called customer care 5 times and then the customer has to call and threaten to cancel before something gets done. Dealer support is a joke!
 
This problem is notorious. A lot of times, the tech will say they refresh the account but in fact they don't. If I get the inclination that they are lying to me--i.e., replying, "Ok, it's done, sir" just a few seconRAB after my request--then I ask to speak to their supervisor OR someone there who knows what the hell I'm talking about.

One time, it took three different techs before we could get any results.

The thing to do I heard was ask them to pull the phone out of the switch and then put it back in, whatever that means. But it seems to work.

What makes it worse is when you have an angry/clueless customer standing there not understanding why their phone isn't working the way it should.

Frustrating, to say the least......
 
I get this every damn day. I politely tell them that I know its CPE, and I know all the features work.

I also never hang up until I test the feature that was not working. Because like berry said, alot of the time they don't do anything.
 
Sometimes I had to do an ESN change to an original cricket ESN. Next call dealer support to refresh the account for mms/wap. Then do ESN change back to the CPE phone.

You can also have your Crickedt Rep refresh the settings for you.
 
Lately CID has been leaving out parts of the plan. I did a plan change to a 45 and it didnt add text/pix/video. We all know its a CPE and its not guaranteed... how could we not know we get told multiple times a day by the dealer line. They seem to get duraber and more stubborn by the day. I have one tell me yesterday she couldn't add WAP to a family plan line because the phone was a CPE.
 
1) validation is done on the esn, it does not matter what model you select.
2) if you are having issues with dealer support you should call you rep
3) CID has, for a very long time, not added features that the esn does not support. you can ask your rep or dealer support to specifically add features,
if you just tell them a specific feature is missing and can you please add it they should have no problem doing that. if you just tell them mms isn't working on this flashed phone they won't do anything except tell you flashed phoens aren't supported.
if you can't figure out which feature codes are present on an account....
 
Thanks for all the input! I will try to ask dealer support to add a specific feature to the account and see how that goes.. It's funny how they assume that we don't know what we are talking about. And you can really explain anything to them that is even slightly outside of the norm.

My rep doesn't know how to use the system... not even for esn changes.

Also, why does the problem always happen when we are super busy? lol

Thanks
 
I was referring to dealer support being un-cooperative.. in India or wherever it is. I do know one thing for certain now, thanks for clearing it up for me.
 
MMS is out on my phone, it wont receive/download messages.

gonna try the "switch" method tomorrow. I have asked to have my account refreshed with the CS phone guy (nope didnt work), asked Rep 1 at store 1 (nope didnt work), asked Rep 2 at store 2 (nope didnt work).

both reps gave me the "Flashed Phone No Guarantee" speech, btw.

So, anyone know the registry settings i need for MMS?? i wanna check 'em before i havta get medieval. Although threats of bailing seem to work pretty well!!

I have:
Treo 700wx, phm regedit, the resco suite too, wm5, standard usb cable (quit laffin randomwit...) ;0)
 
MMS is STILL out on my phone, it wont receive/download messages.

two more stores/reps, one owner (thanks for the *228, goofy), three calls to dealer tech support, and a bunch of "Flashed Phone No Guarantee" crap later, still nothing. I heard "it worked before?" so many times i'm gonna throw up. no one seems to know what "The thing to do I heard was ask them to pull the phone out of the switch and then put it back in, whatever that means. But it seems to work." means.

I think im gonna try the "feature is missing" as soon as i figure out how to find out "which feature codes are present on an account"

still need registry settings, anything i can find is usually associated with arcsoft, and i dont have it on my 700wx. should I??
 
Don't take this the wrong way, please. But I think this is the reason we have problems with dealer support, and customer care. It seems like the problem is your phone, and not your account.
 
nah - couldnt take any advice from you the wrong way TechGuy40!! Indeed, it seems to be a prl issue. for some reason, the MMS went bad in the prl file. everything else works, just the MMS is screwed up. gonna try a reflash and see if that is the fix.
 
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