------Update! January 1st 2011-------
Since Bell has started replacing the Vibrants with newer units instead of fixing them, this leads to conclude that it is actually a hardware issue. I will be pushing as hard as i can for the below resolution to the problem.
1. Every single Vibrant that is not the 10.12 will be replaced with the current "fixed" version
2. Anyone who sent their phone in for repair will get the $100 credit to their account.
3. Extend the warranty of the devices to 3 years
Please help me out by getting everyone you know who has a Bell Vibrant to file a proper complaint to the CCTS!
Thanks!
arr0ww
-----------------------------------------
Original Post!
Hi All
First off, for those who do not know about the issues with the Bell Samsung Galaxy S Vibrant, here is the short version.
Basically the internal SD card is failing. Something is causing it to become corrupt, this will not allow the phone to boot into the Android OS at all. Bell's fix is to either "flash" the card with their tools OR to replace the entire mainboard. Neither fix is permanent as users who have had both done, have had their phone fail again. Samsung blames it on their software (Froyo 2.2 update) We know this is not entirely true as people have reported their phones dying this way before doing the 2.2 update. Both Samsung and Bell are doing nothing to help out. People are waiting 4-6 weeks to get their phones back only to have them die again in the next few days.
Here is a huge post about this issue:
http://forum.xda-developers.com/showthread.php?t=868569
I have been in contact with Chris Olsen from "Olsen On Your Side" from CTV about our issue with the i9000m sd card failures.
He has suggested that the best way to go about sending proper complaints is to go through the Commissioner for Complaints for Telecommunications (CCTS). The Commissioner has the pull to start pushing these big companies around. The Commissioner already brought a case against Bell for the National Do Not Call List that Bell did not abide by.
Chris Olsen will contact the CCTS in the new year to see how many complaints they have received.
Here is the link for a guide on how to file a complaint with the CCTS:
http://www.ccts-cprst.ca/en/complaints/guide
Here is the link for submitting complaints to the CCTS:
https://www.ccts-cprst.ca/en/complaints/complaint-form
I encourage everyone who has an issue to please fill this out. We need the big guns here to help us fix this issue. In the very least this will get Bell and Samsung to admit that there is a issue with the hardware.
PLEASE PLEASE PLEASE be as professional as possible with this. We do not need to make ourselves look like a bunch of idiots by submitting “ B3LL SucKzx TEH NUTTz0rs.” Fill out every piece of information that you know and do it right the first time.
Here are some main points to mention:
1. The high failure rate of the phones
2. The extreme wait times on repairs 4-6 weeks
3. The $25+ fee for a basic non-Smartphone loaner
4. The fact that we cannot suspend our services when our phone is out for repair
5. Our “repaired” phones are dieing again, some multiple times
6. Bell & Samsung are not informing their customers of anything.
Terms of Resolution:
1. We want our phones fixed 100% for good.
2. Reimbursed for the fee of getting a loaner
3. Reimbursed for the service we had to pay for that we couldn't use during the repair time. (This is assuming you did not use your data at all)
4. A public apology to all Bell users for not standing up for them and holding Samsung responsible.
Possible other Terms:
1. Full product recall, replacing every phone out there with a new one that no longer has the issue
2. Extended warranty
Please link this in every forum you know, we need to get as many Bell i9000m users on board with this. Call all your friends, spam your facebook, and spam Samsung Canada’s Facebook as well.
I will be emailing every tech/mobile site that I know of and informing them of this post and asking for their help, Engadget, Mobile Syrup, Gizmobo…etc.
If you have any questions please feel free to post, but can we please keep this thread clean. I will keep updating this post with whatever else arises from this!
If you have contacted any other media or consumer sites please let me know so we can co-ordinate and get one good solid story instead of a bunch of conflicting ones.
Thanks,
arr0ww
----------------------UPDATE---------------------
I received an email back from the Associate Director of Media Relations @ Bell, Marie-Eve Francoeur
Here is my email to her:---------------------
Dear Marie-Eve Francouer,
I am the originator of the thread below:
http://forum.xda-developers.com/showthread.php?t=883820
I have been in contact with local media, the CCTS and other Consumerist contacts. Can you please get back to me with some information on the following:
1. What is the problem with the Bell Galaxy S Vibrant, is it software or hardware.
2. Does Samsung have a fix for this issue, if not what is the timeline.
3. What is Bell Mobility doing to rectify this issue?
4. Is there going to any compensation for people who have had their phone repaired multiple times and have been without a phone for months?
Myself and other Bell Vibrant users are awaiting your reply.
Thank you for your time,
Here is her reply:-------------
Good afternoon Mr. arr0ww,,
Thank you for reaching out to me and taking the time to send me this email. I shared your email to our support team who will look into this situation and get back to you.
Best regards,
Marie-Eve Francoeur
Chef divisionnaire adjoint, Relations avec les médias | Associate Director, Media relations
------------------------------UPDATE # 2------------------------------
I emailed Marie-Eve back as i was not satisfied with her answer and here is her response.
I will update if/when i hear more.
Response from Marie-Eve Francoeur - Associate Director, Media relations:------
Hi Mr. arr0ww,
Our team is looking in into this with Samsung and a team member will be in touch with you soon to discuss this.
Many thanks for having taken the time to raise this.
Best wishes for the Holiday season,
Marie-Eve
------------------------------UPDATE # 3------------------------------
Reply back from Patricia Barbe - Customer Relations Associate
Dear Mr. arr0ww,
This is to acknowledge receipt of the email you sent to Mr. Jason
Laszlo, Manager Bell Media Relations, concerning the Samsung Galaxy S
Vibrant.
Let me first apologize for any inconvenience this situation may have
caused you.
As requested in your email, I am sending you the following information :
1. What is the problem with the Bell Galaxy S Vibrant, is it software or
hardware.
The issue had to do with Samsung's software for the Vibrant, which they
have now replaced with a new version - Android 2.2 JL2. This version
replaces all other software.
2. Does Samsung have a fix for this issue, if not what is the timeline.
If the device is inoperable, customers will receive a replacement phone.
If the phone is still operable, customers can upgrade to the new
software released by Samsung, Android 2.2 JL2. This newest software
replaces all other software for this device.
3. What is Bell Mobility doing to rectify this issue?
Bell is working with Samsung to provide the best solutions possible for
our clients with each case reviewed on an individual basis.
4. Is there going to any compensation for people who have had their
phone repaired multiple times and have been without a phone for months?
A case by case analysis will be made to better determine the appropriate
action to be taken.
Mr. arr0ww, I hope this information provides clarity and is to your
satisfaction. Please do not hesitate to contact me for further
assistance.
Sincerely,
Patricia Barbe
Adjointe Relations Clients / Customer Relations Associate
My response:
Hi Patricia
Thank you for answering my questions, I have a few more that I would like to ask.
1. Why is this issue only happening with the Bell I9000M model of the Galaxy S. Is there something different about the software and hardware?
2. Could you please provide a in depth technical explanation of what exactly is happening with the corruption of the SD Card.
3. Have you had any of the same type of failures (SD Card Corruptions) on other firmware? Ie. JL2 or the Android 2.1 firmware's.
I, and all Bell i9000M users, would appreciate a quick and appropriate response to the questions above. If you are unable to answer these question could you please put me in contact with your supervisor.
Thanks,
arr0ww
-------------UPDATE #4-----------
Just got a call from the Bell Executive Office!
I finally managed to get an email back about more questions i had from Patricia...her answer...talk to Samsung. WTF. I sent a "nice" email asking how it is possible that Bell cannot answer questions about a product they are selling. Her response: Get someone to call me.
here is the short version of a short conversation that just happened with John Simon from the Bell Executive Office:
Hi Mr arr0ww
Bell sells a service, we do not support the hardware we sell.
"Insert crap about his personal blackberry issues here and how he had to deal with RIM"
Please talk to samsung @ 1-800-751-4073. Thanks
THE END
HHHMMM thanks for the WRONG number John, its 4078..jeez
I have John's personal number and i will most likely be calling him back soon.
-------------UPDATE #5-----------
It seems the CCTS is answering peoples complaints and forcing Bell's hand. This is a big step for us, as people are getting their phones replaced or given the option to switch phones, plus a $100 credit to their accounts.
I'm semi-satisfied with the result of my work, but am severely disappointing in Bell as a company as they have not done ANYTHING to help the users. We've had to force our way into getting replacements, and this seems like the wrong way to run a business.
Please post in this thread if you have been contacted by the CCTS and what took place.
I will keep doing what i can,
arr0ww
-------------UPDATE #6----------- Feb 03/2011
I received a call from a guy at the CCTS a few minutes ago. They know of the issue, and they do know of this thread. The guy said he didn't have the time to read through the whole thing but he got the jist of it.
Unfortunately the CCTS cannot send a complaint for a "group" of people, only individual complaints, which sucks, but to me is understandable. He said "The more complaints Bell receives the more likely they are to do something about this." He sympathized with me about our problem and has heard of similar instances of stuff like this happening.
Again, i encourage EVERYONE to submit a complaint if they have had to send their SGS i9000M in for repair. We need Bell to do something more than just replacing the units. We NEED an extended warranty on these devices. 3 years, not this 1 year crap.
This Section is for status updates on who i have contacted:
Chris Olson - CTV's "Olsen on your Side"
CCTS - Commissioner for Complaints for Telecommunications Services
Engadget Editor-in-chief: Joshua Topolsky
The Consumerist - http://consumerist.com/
Ministry of Consumer Services (Minister John Gerretsen) - http://www.sse.gov.on.ca/mcs/en/Pages/default.aspx
Bell Executive Office - [email protected]
Associate Director Of Media Relations, Marie-Eve Francoeur
Samsung Social Hub Support - [email protected]
Customer Relations Associate - Patricia Barbe
Bell Executive Office - John Simon
This section is for any thread pertaining to this issue:
http://www.reddit.com/r/Android/comments/eq7wq/canadian_bell_samsung_galaxy_s_vibrant_owners/
http://www.reddit.com/r/canada/comments/eq7vo/bell_samsung_galaxy_s_vibrant_owners_with/
http://www.facebook.com/SaskTel
http://www.facebook.com/samsungmobilecanada?ref=ts
http://www.xda-developers.com/android/do-you-have-a-bell-vibrant-i9000m-then-read-this/
http://mobilesyrup.com/forum/showthread.php?p=22644#post22644
What are we asking for in terms of resolution?
what do you put down for :
Are any other organizations which have the authority to compensate a customer for losses currently helping you to resolve this complaint?
Uss_Defiant said:
what do you put down for :
Are any other organizations which have the authority to compensate a customer for losses currently helping you to resolve this complaint?
Click to expand...
Click to collapse
Unless you contacted the BBB to try to get reparations from Samsung, the answer is no.
zshakespeare said:
What are we asking for in terms of resolution?
Click to expand...
Click to collapse
Edited my post, added resolutions.
If anyone has any suggestions please feel free to say so.
In my complaint that I made last night (before this thread) I stated that because the repairs aren't actually fixing the problem, that Bell should replace my Galaxy S with an equivalent device, the HTC Desire Z, and recoup the cost of the replacement from Samsung Canada.
I just updated the previous complaint is that what were doing?
johnnyboy1 said:
I just updated the previous complaint is that what were doing?
Click to expand...
Click to collapse
When you click on the second link in my post, choose "Make a Complaint"
zshakespeare said:
In my complaint that I made last night (before this thread) I stated that because the repairs aren't actually fixing the problem, that Bell should replace my Galaxy S with an equivalent device, the HTC Desire Z, and recoup the cost of the replacement from Samsung Canada.
Click to expand...
Click to collapse
That is precisely what I said.
This is great for Bell customers, but it's more complicated for those of us who don't use Bell. We have to deal with Bell for the warranty, but the problem comes down to Samsung. I can't ask Bell to replace my device when I purchased it through BestBuy and I'm not a Bell customer.
Hopefully the CCTS can push Bell enough that Bell pushes Samsung to recall/replace/fully fix all the devices.
"The subject matter of your complaint does not fall within our mandate and as such, we are unable to accept complaints of this nature."
is this normal? did i choose a wrong option somewhere?
I looked at the form and it does not apply to me. I have a i9000M that is a Bell phone but I am using it on my SaskTel plan. The way the form is set out, it would look like I'm blaming SaskTel. Really this is a Samsung problem.
#1RAGE said:
I looked at the form and it does not apply to me. I have a i9000M that is a Bell phone but I am using it on my SaskTel plan. The way the form is set out, it would look like I'm blaming SaskTel. Really this is a Samsung problem.
Click to expand...
Click to collapse
It doesnt matter, it is still a complaint pertaining to the Bell i9000m. Doesnt matter which carrier you are on, the phone is Bell's responsibility.
evil-doer said:
"The subject matter of your complaint does not fall within our mandate and as such, we are unable to accept complaints of this nature."
is this normal? did i choose a wrong option somewhere?
Click to expand...
Click to collapse
No, it did the same thing for me too. just continue. It happens when you choose "Other" for the nature of the complaint.
zshakespeare said:
No, it did the same thing for me too. just continue. It happens when you choose "Other" for the nature of the complaint.
Click to expand...
Click to collapse
Exactly. DO NOT select the 'OTHER' option. I think I went with Contract Dispute. Bell is blatantly failing in terms of compliance with terms and commitment of providing a working/reliable phone. Am I right?
zshakespeare said:
What are we asking for in terms of resolution?
Click to expand...
Click to collapse
possibly a return for refund, or a phone exchange for another model, say HTC Desire Z ?
even when it past the 30 days / 60 days policy
specially people that pay the phone in full (purchased it out right, no contracts)
trinitonesounds said:
This is great for Bell customers, but it's more complicated for those of us who don't use Bell. We have to deal with Bell for the warranty, but the problem comes down to Samsung. I can't ask Bell to replace my device when I purchased it through BestBuy and I'm not a Bell customer.
Hopefully the CCTS can push Bell enough that Bell pushes Samsung to recall/replace/fully fix all the devices.
Click to expand...
Click to collapse
you automatically become a Bell customer if you activate the BELL SIM card as a "Pay as You Go"
just keep the pay as you go number (account) alive until the settlement is over
you can put in $10 every 3 months to keep the same number alive
Question...
My SGS internal SD card has not died on me as of yet (KNOCK ON WOOD) and I have been on Froyo for 2 weeks solid but I do have the crappiest GPS and I do suffer from the Comatose syndrome where the phone just randomly freezes and requires a reboot to get running again.
Is it ok for me to make a complaint here as well?
Related
Customer 11/06/2003 03:14 AM
I have a Pocket PC Phone. Will there be any upgrades offered for the ROM from the Pocket PC 2002 software to Pocket PC 2003 software?
Discussion Thread
Response (Michael) 11/06/2003 11:46 AM
Dear MrDollymaker,
Thank you for taking the time to contact T-Mobile.
I understand that you are requesting information on when the Pocket PC 2003 will be available. I will be happy to assist you with this information. T-Mobile has not announced an official release date for such a software at this time. We are constantly adding to our line-up of fantastic products so please check back with us often. For the most current information on the products that T-Mobile offers, please visit our website at T-Mobile.com or your local T-Mobile retail store.
If you have any other comments, questions or concerns, please feel free to contact us at anytime.
Thank you for choosing T-Mobile.
Sincerely,
T-Mobile USA, Inc.
Mike C.
Web Services
Click to expand...
Click to collapse
Hmmmm..... Wish they would make up their minds about this! Either that or have the right hand tell the left hand what they are doing and visa-versa! :roll:
Now, where can I get ahold of that 4.01.00 ROM that's running loose? :twisted:
MrDollyMaker.
$8 an hour customer service reps
Anybody seriously think they train these people or provide extraneous info on something as obscure as a software update for a phone product they're barely promoting?
No. You sit in front of a terminal and look up account information. Maybe you get a raise if you can pick from a series of canned e-mail responses and get to be on the online support team.
Odds are the thing will show up here or from some other, more progressive country.
Just IMHO.
Re: $8 an hour customer service reps
wayandrs said:
Anybody seriously think they train these people or provide extraneous info on something as obscure as a software update for a phone product they're barely promoting?
No. You sit in front of a terminal and look up account information. Maybe you get a raise if you can pick from a series of canned e-mail responses and get to be on the online support team.
Odds are the thing will show up here or from some other, more progressive country.
Just IMHO.
Click to expand...
Click to collapse
I"m actually in agreement with you, as when I have had problems and called their support, that was what they explained to me.... unless I get to this "tier 4" or higher which is their development team level. I believe they said there is like 6 or 7 tiers. 4 being the begining development level and consisting of like 20 people or something like this. :?:
Same runaround from ATT
I talked to ATT today and although I will give the tech credit for spending 30 or so minutes trying to find out the status of the upcoming upgrade, the final result was about the same as with TM. Thier final suggestion was to check on the Seimens site. That is a waste of time as the main Siemens site has no reference to the SX-56. I did find the last ATT updates that on www.mysiemens.com, but no mention of the update.
It is sad to say, but I think the telcos are trying to forget these devices and move on to the newer stuff that is easier to support. Remember that they have been used to phones that either worked or didn't. With all the concern regarding the upcoming cell # portability that occurs on the 24th (here in US), you would think that they would be doing everything possible to build customer loyality.
I tried my usual method of unlocking my new Aria as per my post in another thread and just received this email replay after the customer service person from the ATT unlock team could not immediately produce an unlcok code for me...
-----Original Message-----
From: Southeast SIM Unlock Code [mailto:[email protected]]
Sent: Thursday, July 22, 2010 3:38 PM
To: dezufnoC
Subject: AT&Device Unlock CT ode Request - CM20100689_11141342
Dear Valued Customer,
Unfortunately, your request for a device-unlock code has been denied.
AT&T Mobility has exclusive marketing rights on this device and it is
not eligible to be unlocked, even for international travel. This is due
to a recent nationwide handset unlocking settlement that went into
effect July 1st, 2010. For further assistance please call
1-800-331-0500 or 001-916-843-4685 if outside of the U.S.
Additionally, you may refer to www.attlockinglawsuits.com for
information on the recent settlement.
IMEI: 3XXXXXXXXXXXXXX
Make: HTC
Model: A6366 Aria
The information in this e-mail is confidential and privileged; it is
intended for use solely by the individual or entity named as the
recipient hereof. Disclosure, copying, distribution, or use of the
contents of this e-mail by persons other than the intended recipient is
strictly prohibited and may violate applicable laws. If you have
received this e-mail in error, please delete the original message and
call the above toll free number.
This email box is unmonitored; please do not respond to this message.
Thank You,
The AT&T Unlock Team
Has anyone heard this? I guess now the only way to do it is with a 3rd party vendor.
Your subject is incorrect, you should make it relevant to the information you posted...
khaytsus said:
Your subject is incorrect, you should make it relevant to the information you posted...
Click to expand...
Click to collapse
? Makes sense to me, it's a bummer to hear though. So much for "world" phones
Sent from my HTC Liberty using XDA App
ryan92084 said:
? Makes sense to me, it's a bummer to hear though. So much for "world" phones
Sent from my HTC Liberty using XDA App
Click to expand...
Click to collapse
Post specifically states that AT&T is not unlocking phones. It's not true. They are not unlocking specific phones. In this case because nobody else has the Aria. You are correct, however, they are locking the Aria to state side.
That said, I'd think it's already unlockable if you really want?
The subject line is incorrect as I also have just had a conversation with our ATT Business Line rep who emphatically stated that I *can* have my devices unlocked *after 90 days*.
xdafly said:
The subject line is incorrect as I also have just had a conversation with our ATT Business Line rep who emphatically stated that I *can* have my devices unlocked *after 90 days*.
Click to expand...
Click to collapse
Ah, so business as usual It's always been 90 days.
So what is the real story
Sorry if my information was not specific. I should have said the Aria phone is not being unlocked by ATT. Fine I got it. Now if you have a real comment about that then post it.
xdafly....what phone were you discussing with them? Was it the Aria that they said emphatically would be unlocked after 90 days? If so then that is quite different from my email.
If you read the link in the email it says you can unlock after ninety days
Sent from my HTC Liberty using XDA App
WHAT DOES THE SETTLEMENT PROVIDE?
AT&T Mobility agrees to give to its eligible AT&T Wireless, Cingular and AT&T Mobility current and former customers, upon request and where available, codes that unlock AT&T Wireless, Cingular and AT&T Mobility handsets other than (i) the Apple iPhone; or (ii) any handset that AT&T Mobility introduces or has introduced for sale pursuant to a contract with a handset manufacturer that provides for an exclusivity period of ten (10) months or longer (“AT&T Handset”).
Unlock codes for AT&T Handsets will be provided to eligible postpaid customers who have completed a minimum of ninety (90) days of active service with AT&T Wireless, Cingular or AT&T Mobility and who are in good standing and current in their payments at the time of the request. For AT&T Handsets for which AT&T Mobility has an exclusive sales arrangement with a manufacturer of less than 10 months, the period of exclusivity associated with that sale must have expired before an unlocking code can be obtained.
Click to expand...
Click to collapse
I'm sure you've visited the website they linked to you? Otherwise, feel free to read the above excerpt.
so they are requiring that you have the device for 90 days before you can request to unlock it? interesting. in the past, my experience has always been if you have been a customer for more than 90 days they unlock it.
mattbollenbach said:
so they are requiring that you have the device for 90 days before you can request to unlock it? interesting. in the past, my experience has always been if you have been a customer for more than 90 days they unlock it.
Click to expand...
Click to collapse
Exactly the point. I have been a customer with them since 2000 so this was something new that they threw out to me.
yeah, my family has had at&t since when they were still cingular, haha.
it seems they'd have some consideration for such long term customers.
khaytsus said:
Post specifically states that AT&T is not unlocking phones. It's not true. They are not unlocking specific phones. In this case because nobody else has the Aria. You are correct, however, they are locking the Aria to state side.
That said, I'd think it's already unlockable if you really want?
Click to expand...
Click to collapse
How do we unlock Aria? I am new to Android environment and travelling in August. Any links or help would be appreciated.
Thanks
mattbollenbach said:
so they are requiring that you have the device for 90 days before you can request to unlock it? interesting. in the past, my experience has always been if you have been a customer for more than 90 days they unlock it.
Click to expand...
Click to collapse
I think you have to be 90 days into the contract, it's always been that way. However there are always exceptions to things, just depends on who and how you ask sometimes.
OP, I suggest you call the customer service line and ask again. Tell them you need it for international travel etc etc... Remind them they on their own web page say it's a world phone..
http://www.wireless.att.com/cell-ph...device=HTC+Aria+(TM)+-+Black&q_sku=sku4720254
Be polite, be forgiving.. If they say no, thank them, hang up, call back. If you're a brand new AT&T customer I doubt you'll get much help honestly, but if you've had service for a while and this is just a new contract etc, I suspect if you ask enough times you'll get the information.
If all else fails, $16..
http://forum.xda-developers.com/showthread.php?t=730028&highlight=unlock
For those that did not read the linked settlement it states that if the phone is exclusive to AT&T and it has not been 10 months from the release of the phone they will not give you an unlock code. Since the Aria is exclusive and came out the end of June it will be next April before you can get an unlock code pursuant to the settlement agreement unless another carrier comes out with the same handset then you just need to have the phone for 90 days.
I am sure they may bend the rules for some but other reps may stick to the settlement.
Today I called Microsoft, Danger, Nvidia, Sharp, and Verizon about the KIN. I wanted to know about the Windows phone 7 merge claim from Microsoft, the rom for the phone, and the lack of support for the tegra apx series. Microsoft told me "I'm going to transfer you to the mobile service center" and after a ring the call ended. Danger's phone number doesn't even work anymore. Nvidia told me they only support the Tegra 2 series. Sharp claims "We do not make the kin here at sharp". While Verizon said they would be happy to release a rom to me as long as I had proper permission from sharp. So my question is... Who the hell wants to take responsibility for this damn device?
nice effort
Wow, quite a run around - frustrating that they don't want anything to do with this phone. I appreciate what you are doing.
If you aren't fed up yet, try again. Maybe with some "social engineering" Vzw will release the rom. Also, maybe a different sharp office?
Keep up the good work!
Jon
Thanks for the update this gives me a little hope of atleast getting a rom from verizon. My phone is currently bricked, but I think that if I was able to get a rom I could flash it and have a working phone again. I will contact verizon with the approach of fixing my phone.
Thanks for all the efforts and the info posted.
As stated above, a hope of a rom of some kind is a light of "hope" to get it working on our bricked phones and to do something with our cute smartphones. ^^
Can this device work on GSM networks? I am confused as some sites are selling unlocked codes for the Kin Two, to enable GSM functions? If this is true, I'll get one.
erlern said:
Can this device work on GSM networks? I am confused as some sites are selling unlocked codes for the Kin Two, to enable GSM functions? If this is true, I'll get one.
Click to expand...
Click to collapse
Nope. It works on CDMA or kinda networks. Has no SIM either.
Just wandering again... what's the requirement on the stated by verizon: "sharp permission".
Cause if i read right, in other thread attempts, sharp was OK if verizon wanted to give it, and verizon is OK if sharp does...
So.. what's (exactly) needed to make verizon give away a rom?
I've been going into Verizon stores in several cities here in South GA the last few days asking about maybe getting a Kin Twom. (I travel around for work). So far EVERY sales person I talked to has told me that I should not get this phone.... That I will not like it and will want to bring it back within a week because it will stop working! Dang!....I would kind of like to have one! Are they just that bad...."really"?
Just FYI stuff mostly. Also I am a 50 year old man, so they probably think I can't figure out how to turn the thing on....lol
When I emailed Verizon about support for bricked phones, their reply was:
At this time,there are no software updates planned for the Kin Twom. Verizon Wireless does not have any control over the software updates because we are not the developers of this device. We simply offer the wireless service to the device.
All devices have a one year manufacture's warranty. If you experience a manufacture's defect within one year (and the phone does not have physical/liquid damage) Verizon Wireless is happy to replace the device free of charge. The "Updating Modem" screen (which has not been listed as a known issue) should not be a concern. Please remember, thousands and thousands of people have this device and only a small amount of people have reported problems.
dezgrz, maybe Verizon was just telling you what you wanted to hear about being willing to release the ROM if Sharp gives the OK. Nobody wants to own up and take accountability on this phone.
Alright, so I called Sharp, rep said they don't support the phone since they just developed the screen and then gave me a number.
1-800-229-1235
www.pcdphones.com
I talked with a tech explaining johnkussack's "updating screen" problem and tech said he never heard/seen that problem before. So then he said that I can send it in for them to look at.
Send broken/bricked phone to
Personal Communications Devices, LLC.
555 Wireless Blvd
Hauppauge, NY 11788
Include a letter with:
Your name
Return Address
Description of the problem with the phone
You pay to ship it to them, and they will pay for shipping it back. The returned guy said it could take up to 2 weeks.
So we have a place for support. Now someone else call and asked about how they restore a bricked phone back to factory functional form and if they can give us the tools to do so. Then ask about releasing the ROM.
Hi All, I know this question has been asked a thousand times on all forums but I fail to get any reply out of it.
I need to buy this superb phone but I cannot find anything other than used ones on eBay or some new ones for which I dont know if there ia warranty or if that is one of those new stock with corrected features (not sure what the bug was).
Can anyone please link me to a amazon or dell site which they will ship to Belgium? I am surely confused and want this device right now
http://www.dell.com/uk/business/p/m...&baynote_irrank=1&~ck=dellSearch&isredir=true
Bongo2k said:
http://www.dell.com/uk/business/p/m...&baynote_irrank=1&~ck=dellSearch&isredir=true
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Click to collapse
Thanks for the reply Bongo.
I called up Dell customer service for laptops who transferred the call to a representative for phones.
He frankly told me not to buy this because of various problems it is facing and currently a shortage of recognised Dell service providers who will oblige to take care of problems if any in the future.
Sad very sad
You have the choice of the best WP7 handsets in Europe, the DVP would not be my first choice at this point, though I understand the attraction. With CES just weeks away there could be even better handsets in the pipeline, so even more reason to pass on the Dell.
chaihg said:
Thanks for the reply Bongo.
I called up Dell customer service for laptops who transferred the call to a representative for phones.
He frankly told me not to buy this because of various problems it is facing and currently a shortage of recognised Dell service providers who will oblige to take care of problems if any in the future.
Sad very sad
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Click to collapse
I honestly wouldn't bother either. It seems Dell contracted out the firmware/OS modifications to some east Asian company. Dell have said the compass will never be fixed and they will never add wifi tethering.
I can't see any other company attempting a WP7 portrait slider.
So, I've been with Sprint for a while. In the past, they have given me decent customer support, and better service than my husband gets on T-Mobile.So I decided to stick with them instead of going to a discount carrier (like Net10) or T-mobile. And I wanted a one-handed phone. I had planned to get the Galaxy IV mini when it came to Sprint, but when I went to purchase it, I asked whether I could use a different SIM when I travel abroad. The salesperson looked it up, and said "no". Thus, I ended up with a Moto X.
I got it SIM unlocked. Then I had all sorts of flaky problems with it, and ended up having it replaced under warrantee. Sprint wouldn't help me with that, because they wouldn't touch Moto-Maker phones, so I had to deal with Motorola directly. (And not the convenient Sprint shop around the corner from my office. - another reason I have liked Sprint obsolete, no more convenient service.)
So I tried to get the new phone unlocked. PROBLEM! Sprint will only unlock one phone per year per customer. They think they can amke an exception since this is a warrantee replacement.
Never heard back from them.
Called again today to check on the progress. Oops! My request was denied. They have no record of having replaced the phone. Because they freaking refused to... If I FAX them PROOF that Motorola replaced it under warrantee, maybe they will reconsider. And hey, maybe they will even tell me the result of that reconsideration. Or not. I guess I will find out. No, I can't forward the email I got from Motorola. No, they can't send me an email documenting what they want me to do. Apparently, Sprint hasn't entered the email age, and only deals withy phone calls and faxes. Who the #### uses faxes these days?
Wish me luck.
Next phone won't be with Sprint. Sigh. I wish I could pay for decent customer serive without paying for frequent upgrades and stuff. I wish we had a market like in Europe where you buy a phone, and you buy service, and the two aren't intertwined.
Puzzlegal said:
Next phone won't be with Sprint.
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Don't tell us, tell Sprint. You might be surprised what a registered letter addressed to the CEO can accomplish.
Solutions Etcetera said:
Don't tell us, tell Sprint. You might be surprised what a registered letter addressed to the CEO can accomplish.
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Thanks. I will give them a chance to unlock the phone by following the last set of instructions they gave me (dig up all my email from motorola and fax it to them) but if that doesn't work, I will try that. Maybe I'll write anyway to complain about the unfriendly customer service, but it seems premature to write in the middle of a request.
Might seem cheesy, but I've always found emailing [email protected] resolves my issues. You email and they will call you the next day. I believe these folks are about as high as you can go. Plus, once someone calls you, you have a direct number to cal back and deal with only one rep until your issue is resolved..hope this helps a little.
Good luck!
Sent from my XT1056 using XDA Premium 4 mobile app
mulhiny said:
Might seem cheesy, but I've always found emailing [email protected] resolves my issues. You email and they will call you the next day. I believe these folks are about as high as you can go. Plus, once someone calls you, you have a direct number to cal back and deal with only one rep until your issue is resolved..hope this helps a little.
Good luck!
Sent from my XT1056 using XDA Premium 4 mobile app
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Thanks! That looks like a good next step, if this doesn't work. I found my correspondence from Motorola, and as I remembered, a lot of it is vague "we have mailed your new phone", rather than "we have mailed your warranty replacement", but one of their letters did say
Thanks for contacting Motorola. Our goal is to get a customized, working phone in your hands, making it as easy as possible for you.
Here's the first step in the return of your broken phone - the Return Authorization Number (RMA): 140114-011410. This is necessary to process your return so hold onto it.
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Click to collapse
I'm hopeful that will be good enough. Of course, there's nothing to prove that I didn't compose that email myself ("fax us the email" really seems dumb, as a form of "proof") but I also have the letter saying "it's been shipped and the cost was $0" and the FedEx mailing label. Hopefully, that will convince them.
They claim they sent me email when they first denied the unlock request. I never got that email, but I suppose some computer may have thought it was spam and deleted it before I saw it. These things do sometimes happen.
After faxing them a letter detailing the issue, along with 30 pages of correspondence from Motorola, I got a call that they had decided to unlock the phone, eventually followed up with an email stating the phone is now unlocked.
Thank you for your advice and support. It improved my sanity.
Puzzlegal said:
So, I've been with Sprint for a while. In the past, they have given me decent customer support, and better service than my husband gets on T-Mobile.So I decided to stick with them instead of going to a discount carrier (like Net10) or T-mobile. And I wanted a one-handed phone. I had planned to get the Galaxy IV mini when it came to Sprint, but when I went to purchase it, I asked whether I could use a different SIM when I travel abroad. The salesperson looked it up, and said "no". Thus, I ended up with a Moto X.
I got it SIM unlocked. Then I had all sorts of flaky problems with it, and ended up having it replaced under warrantee. Sprint wouldn't help me with that, because they wouldn't touch Moto-Maker phones, so I had to deal with Motorola directly. (And not the convenient Sprint shop around the corner from my office. - another reason I have liked Sprint obsolete, no more convenient service.)
So I tried to get the new phone unlocked. PROBLEM! Sprint will only unlock one phone per year per customer. They think they can amke an exception since this is a warrantee replacement.
Never heard back from them.
Called again today to check on the progress. Oops! My request was denied. They have no record of having replaced the phone. Because they freaking refused to... If I FAX them PROOF that Motorola replaced it under warrantee, maybe they will reconsider. And hey, maybe they will even tell me the result of that reconsideration. Or not. I guess I will find out. No, I can't forward the email I got from Motorola. No, they can't send me an email documenting what they want me to do. Apparently, Sprint hasn't entered the email age, and only deals withy phone calls and faxes. Who the #### uses faxes these days?
Wish me luck.
Next phone won't be with Sprint. Sigh. I wish I could pay for decent customer serive without paying for frequent upgrades and stuff. I wish we had a market like in Europe where you buy a phone, and you buy service, and the two aren't intertwined.
Click to expand...
Click to collapse
My parents had Sprint in the early 2000s and even back then they had horrible customer service. I stick with Verizon their CS is pretty spot on.
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