(RANT!!! That was the Warning!) My Two Cents! (LONG!)

This is a discussion on (RANT!!! That was the Warning!) My Two Cents! (LONG!) within the Motorola Backflip forums, part of the Motorola Android Phones category; Ok - I've explained this once before, But I thought I'd clear a little steam out of my head and see what ya'll think about ...

Page 1 of 3 123 LastLast
Results 1 to 10 of 24

Thread: (RANT!!! That was the Warning!) My Two Cents! (LONG!)

  1. #1
    Member Diesel984's Avatar
    Join Date
    Jun 2010
    Location
    Greeley, CO
    Posts
    55

    (RANT!!! That was the Warning!) My Two Cents! (LONG!)

    Ok - I've explained this once before, But I thought I'd clear a little steam out of my head and see what ya'll think about this...Mainly regarding our lovely warranty department (now we apparently have an "Android Specialist Crew" @ AT&T...HA!)

    I would also like to say that before I get too far into this, If you work for AT&T, I Dont have any beef with you...Just with this one guy who I delt with today in the midst of trying to solve a VERY SIMPLE Problem! So, I appologize if I offend any of you who do work for them, and that are on this site


    THIS whole thing started back in January of this year...I had been using the Blackberry 9700 (loved that phone!!) and it had been "Exchanged through Warranty" on 7 seperate occasions...Mainly because the Trac-pad would take a crap and just stop working, amongst other issues I had with it...I dont know about the rest of you guys, but when I buy a Phone, I EXPECT some problems, But NOT NEAR as many problems as that crackberry had! HOWEVER, I had to buy the 9700 through the people in the retention department, it wasn't given to me as an upgrade...Which was ok by me. I didnt mind having to spend 100 bucks to get the phone a few months after it had come out, AS LONG AS THE FLIPPIN THING Works!!

    I was told I had the option to switch to a different device, which perked my curiousity about the Backflip and I went for it...I didn't know it then, But that was considered a "downgrade" (I found that out later on in the month when I called because my initial backflip's charging port was crappy and wouldn't allow the phone to get a complete charge on the battery) I was also told at a later point in time that it was a "1 time upgrade" which had I REMEMBERED hearing that, I would have waited on returning the faulty 9700 (trust me, I was told by AT&T that when the phones go back to the warranty people, that they are tested, and returned to service. with the last 4 bolds I replaced, I printed off the ENTIRE EVENT LOG from the phone straight out of the box when it was turned on...all of them reported errors on the initial boot, Which tells me some moron out there isn't doing their job when these phones get returned....Good stuff 'eh?)

    Really - To make a LOOOOOOONG Story Short, I have had this phone replaced 3 times now, primarily because the keyboard takes a dive on me,that or the light sensor in the top of the phone randomly quits working to where the screen doesn't even brighten up at all. I've had other issues (The charging port I mentioned above, The Phone randomly shutting itself off and on, applications that are not touched opening at random...Good stuff 'eh?) Now, I wouldn't consider myself an "advanced" user, but I know enough to get by and I have re-flashed the phone to the stock OS JUST TO SEE if that would correct the problem with the one I'm currently on, which didn't work either.

    I called them today and spoke with a guy who must have thought in his own diluted mind that I am a 2 year old with a cell phone...He said "Now sir, I need for you to listen to what I am saying, please calm down and don't get aggravated at me because I'm trying to fix YOUR issue"...REALLY! Come on now! GREAT WAY to start off in a customer service position, Treat everyone that calls in like a complete idiot and DONT let the call go further than you! YAY For AT&T!! Sorry, Still kinda erked about the whole situation, especially being that I work in a Jail and have been called EVERY name in the book! it takes a LOT to push my buttons for sure, I can assure you of that..But this guy had me going from the time he said what he did above, until I hung up the phone...

    ANYWAYS! I Explained to this idiot that I had already done a master reset, a Hard reset (pulling the battery and such) Along with a total data wipe on the phone...Gave him the IMEI number, and all that other happy sappy crap, And he STILL Did it, "Sir, Please calm down" I think I finally told the guy "Look chief, I'm a Deputy Sheriff...If you think THIS is pissed...You aint seen NOTHING yet!" HOWEVER, I know after speaking with these people on SEVERAL occasions, There's procedures that they need you to be off the phone for, So I gave this guy my cell number and told him to call me back in about 40 minutes...They did call me back, But I was busy with my son to pay attention to the call, and advised the lady on the phone that I'd be calling tomorrow to get the problem solved.

    Simply put, I was looking to talk with our friends in the "retention department" to see if they'd authorize an upgrade to one of the other android devices that AT&T Currently has...I doubt they're going to do it...But it's worth a Shot!

    Beyond all of the stuff above, I just wanted to voice my two cents...I dont know if any of you have had the same kinda expierences, But I can assure ya...I'll be talking with someone above the idiot I talked with today about how he handled the call

    Nate
    Ignorantia Juris Neminem Excusat! - Ignorance of the law excuses no one!

  2. Android.net is the premier Android Forum. Registered users do not see these ads. .

  3. #2
    Super Moderator Dorian's Avatar
    Join Date
    Jan 2011
    Location
    between 850-1900MHz
    Posts
    885
    Thanked
    71 times
    Twitter
    @Dorian_At_ATT
    Basically what you wrote sums up the entire "advanced user's" problem with AT&T customer service. They're asshats to begin with and won't listen to anything you say, really. Usually if I can't remedy the issue myself, and outside of hardware modding the device myself, I usually ask for the supervisor at the first person I speak to. I ask the supervisor to transfer me to a higher tier support agent or transfer me to a technician. Either of those titles will usually listen to what I have to say, and they KNOW what I'm talking about when I say "I've already performed a NAND reflash" or something similar. I've talked to several technicians since I started my account with what was then Bellsouth Mobility in 2000, then Cingular, and now AT&T. The technicians are techies that know their business most of the time, although they all have that one tech that is basically an oxygen thief.

  4. #3
    Senior Member TechN9ne1730's Avatar
    Join Date
    Mar 2010
    Posts
    468
    Dont get me started. Customer Service is almost completely a lost art these days. My phone bill gets screwed up 8/10 times. It is almost a guarantee when the bill comes every month I will be spending time on the phone with AT&T. A few months ago was the worst of all. I got a third party charge on my bill, 2 actually, that I did not authorize. Call in, and the girl says I have to call the third party company. Asks if I have a pen handy, well I saw a number on the bill so I ran the phone number by her rather then write it down. I asked what if they wont refund. She says no problem, call us back. Cool. So here we go, dial 1-888-something. Answer: (Automated voice) "Thanks for calling AT&T." Um, wait, what?! This should be a third party not ATT. Get a rep. Explain what happened and how the number I was given took me to ATT. So anyways he pulls up the bill and he is looking through it. He keeps looking at the DSL portion(which is over priced crap btw). It took three times of me telling him it was on the cell side. Another 3 times what phone number it was on. Another 3 times telling him the charge was listed as My Hollywood Buzz. Finally I said get me your manager. He responds ugh um blah blah blah, so I talk to him some more, and he is still being an idiot. Get me your manager. More stuttering and useless babbling. Finally I have to say: STOP STUTTERING AND FUMBLING OVER YOUR WORDS AND GET ME A MANAGER, NOW! Yes I literally had to half way yell in a angry tone to get the manager on the line. After some hassle, she finally gets it right. Great, but at this point it has been an hour. So I say you need to compensate me for the time spent talking to you today. We argue a few times how she cant do this and would need to get me to customer service. I spent 20 min arguing with them and finally told the guy, take $20 off the bill, your off the phone with me, and on to a customer who is hopefully being alot nicer to you. I have worked in call centers so I hate to be THAT customer when I call in. So $20 credit, and third party charges refunded. All good right? NOPE!

    So next month, bill rolls in. Guess what, the freakin third party charge is still there! Call in and jump through the normal bs hurdles. All good right. Nope.

    So a month after that, guess what?! The Charge is STILL THERE! STILL! So now this marks the third time I have to call. So here we go again. I finally get it canceled and they tell me they are going to call back in a few days and confirm it is canceled. "Is that ok?" I said, Sure, If I dont answer please leave a voicemail and let me know if it has canceled properly this time. Days later, they call, and leave a voice mail. Guess what? They give me the typical, " This is so and so from AT&T calling to follow up with an issue you called in about a few days ago. We will try to reach you again. If you have any questions in the mean time, please call us back." Call you back? Your supposed to tell me yes or no the charge was canceled. Few days later I get a text saying the refund was taken care of. Great! FINALLY! Oh wait, NOPE! 7 days latter my girl friend is out with her friend and drops in to take care of the bill while she is out. She pays the bill and comes home, and when I look at the receipt and see that she over paid because it charged us for the third party app AGAIN. So I call up AT&T to raise serious hell, and can you blame me at this point? Considering this is three calls later(not counting dropped calls when talking to reps and not getting a call back so I have to call back and be on hold again, can you really blame me? Anyways you know what they said, "Well I dont know why the charge showed up in your stores billing system it shows here the refund was done 7 days ago. At this point I didnt bother with a rep, I asked for a supervisor, and I asked the supervisor a few questions. "How many reps do you over see?" Her answer: "well theres about 200 agents on the floor." So again I asked her, so how many reps do you over see directly. This time the truth comes out, about 10-12 she says. So I tell her ok, then I want to speak to your supervisor and explain that previous supervisors and agents couldnt get this fixed. She claims her supervisor cant access accounts. I talked to a friend who used to be work in data support in an ATT Call center and told me she was lieing. There is an area supervisor above her and they can make changes to an account.

    Finally though, the fourth bill I got turned out right. Now top that nightmare.

  5. #4
    Member Diesel984's Avatar
    Join Date
    Jun 2010
    Location
    Greeley, CO
    Posts
    55
    I could...LOL! But it would start back with my first blackberry 8100 I got...that phone was replaced 12 times due to software issues and so forth BEFORE I was upgraded to the 9000 at no cost. I went through 8 of those (tracball and hardware issues) before all of this began with the 9700....
    If my wife would listen to me about Verizon, id cancel BOTH lines, and move over to VZW. I get a better law enforcement discount w them anyways, but she's dead stuck on at&t.
    Nate
    Ignorantia Juris Neminem Excusat! - Ignorance of the law excuses no one!

  6. #5
    Member Diesel984's Avatar
    Join Date
    Jun 2010
    Location
    Greeley, CO
    Posts
    55
    I'm on the phone w them now...We'll see what happens!
    Ignorantia Juris Neminem Excusat! - Ignorance of the law excuses no one!

  7. #6
    Member Diesel984's Avatar
    Join Date
    Jun 2010
    Location
    Greeley, CO
    Posts
    55
    I'm being told that the backflip does NOT have a light sensor....Anyone know for sure??
    Ignorantia Juris Neminem Excusat! - Ignorance of the law excuses no one!

  8. #7
    Senior Member jmgib's Avatar
    Join Date
    Mar 2010
    Location
    Kentucky
    Posts
    1,350
    It does do automatic brightness, so I'm pretty sure that it does have a light sensor. Not sure where it is located however.
    Avatar courtesy of Elliott C. 'Eeyore' Evans

  9. #8
    Member Diesel984's Avatar
    Join Date
    Jun 2010
    Location
    Greeley, CO
    Posts
    55
    Ok, so get this.
    I call in, get transfered to warranty, the warranty guy transfers me to a supervisor, the supervisor transfers me to Customer retentions, retentions transferes me BACK to warranty, then back to another supervisor who tells me that they cannot send me out another device because they can't, and transfers me to Motorola....All in an hour and 36 minutes....

    I'm freeking pissed now! Back on the phone w warrranty now...WTFO!
    Ignorantia Juris Neminem Excusat! - Ignorance of the law excuses no one!

  10. #9
    Member wikidcerealkilla_attdroids's Avatar
    Join Date
    Jul 2010
    Posts
    89
    I had a backflip and ending up, after 3 replacements (thank you at&t ladie for telling me about the third strike rule) ended up getting it replaced with the HTC Aria, which i may add is very snappy and have no serious issues.
    NONE-THE-LESS... the customer service to get the problem solved was retarded. I got pawned off on everyone from the warrenty department to techs, and once i believe i got transfered to Jarod from Subway :\ and everytime u had to explain your whole problem, and of course if you get transfered back to a department you get a different person to explain it to. I like the idea of just asking for a tech cause the level of ppl you talk to when you call where not made for android issues... even when they send you to the manufacture its the same deal. They dont have a clue.
    Motorola cust service was not helpful, i hope if i ever have to deal with HTC it will be better cause they deal with android a lot. Motorola has too many phones out there to have to learn about. Maybe one day when google takes over the world the carriers and manufactures will get on the ball.
    Hey good luck on getting another replacement... did they tell u it was a downgrade? Maybe for good argument... LIES lol. When i got my replacement they told me 62 time i get one shot tho. So i hope all goes well and keep us posted

    HTC Aria Cyanogen 6 overclocked to 845mhz
    HTC Aria... rooted
    Clockwork recovery
    CYANOGEN 7 Gingerbread
    Overclocked to 805 MHz

    Former phones...
    HTC G1... that I have since rooted and gave to brother.
    Motorola Backflip... many calls and replacements till they gave me the Aria
    IPhone 3g... enough said

  11. #10
    Member Diesel984's Avatar
    Join Date
    Jun 2010
    Location
    Greeley, CO
    Posts
    55
    DONE! FINALLY!

    2 hours and 19 minutes on the phone with them, and after being bounced around LEFT AND RIGHT, my problem is solved! The retentions people discounted me for a month and a half of service, 272 bucks and change roughly, and I upgraded to the Xperia X10a for next to nothing.

    Sad that it takes this long to solve a simple problem, and I'm not sure if I'll like the xperia or not, but I have 30 days to try it out...Proally will end up moving to the captivate if anything, but for now, I'm good...Maybe I'll give the backflip to my wife! LOL!

    I might toss up a sticky (if I have the ability) on people who have had problems w customer service...At least mine is resolved....FOR the moment!
    Nate
    Ignorantia Juris Neminem Excusat! - Ignorance of the law excuses no one!

Page 1 of 3 123 LastLast

Remove Ads

http://www.scramblerducati.org/

Sponsored Links

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  

Similar Threads

  1. Football Fans?
    By Epic Forums User in forum Off-Topic Forum
    Replies: 4
    Last Post: 08-05-2010, 04:21 PM

Search tags for this page

2 cent charge on att go phone

Click on a term to search our sites for related topics.
Android Forum