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Stuck to my guns. My Behold II replaced with Samsung Vibrant

I sent an e-mail on Friday and got a call back the same day (unfortunately, I missed the call). I called back after work hours and left a message for my service rep, Octavio.

In the e-mail I was specific about some of the problems I had (SD Card reformatting, mounting / unmounting, sporadic signal / call drops) but focused more on the fact that I was mislead on several occasions about the phone being upgraded to 2.x. I wrote:

"...The final straw came when my wife recently upgraded to a MyTouch 3G Slide and I saw the true potential of the Android OS 2.x -- the 'cool' features I had been assured would become available on my phone."

I never once asked for them to replace my phone with a Vibrant, instead I closed my email with:

"Please get back to me at your earliest convenience so we can discuss a favorable resolution."

I received a call back about an hour ago and he reviewed my email with me on the phone and confirmed that the Behold 2 will not be receiving any 2.x update. At that point, he said I qualified for a new Vibrant and will be shipping it out tomorrow. Same deal as the other folks who got one -- they add $520 to my bill until I return the Behold 2 directly to them (Octavio in this case) and then they credit me the $520.

Out of curiosity, I asked him what the "criteria" was for the swap and he sidestepped a bit. But the gist of it is that I was unhappy with the fact my phone will not be upgraded to 2.x (he seemed to make a distinction between that and the "physical" problems that might be fixed with a BH2 swap). It sounded to me like they have very specific criteria they're using for offering the Vibrants -- he just wasn't going to tell me (and I didn't want to push too hard).

I certainly feel for those of you that are having problems getting this BH2 situation resolved -- here's wishing everyone good luck.
 
Not to much luck here yet... I was suppose to hear back from them last week according to the phone conversation I had the week before ("we are reviewing your case, yadda yadda, will call you next week"). Friday I emailed both dotson emails and mentioned I hadn't heard anything back (also named the person who I spoke to). Here's hoping I hear back soon. Considering how fast you all have heard back from them leaves me concerned.
 
Well thats very interesting given that multiple other people have stated that you should NOT mention the 2.1 upgrade fiasco and to stick only to the known problems of the phone. Also it seems there is a relationship between how fast they get back to you and how likely you are to get the Vibrant. The quicker the better. Unfortunately I have been waiting since Thursday and nothing so far.
 
grennis said:
Well thats very interesting given that multiple other people have stated that you should NOT mention the 2.1 upgrade fiasco and to stick only to the known problems of the phone. Also it seems there is a relationship between how fast they get back to you and how likely you are to get the Vibrant. The quicker the better. Unfortunately I have been waiting since Thursday and nothing so far.
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Yeah, I had read that too. The feeling I got from my CSR was that if I had just stuck to the problems with the phone, I would've had to go through a series of BH2 phone "swaps" in order to address the problems. Seeing as how I never went down that route, I didn't want to focus on the hardware issues (although I did mention them in my e-mail).

I agree that the response time does seem to be an indicator of success, but that may be just a matter of which rep gets your "case".
 
I received my Vibrants yesterday and OMG what a difference. My advice is call the executive customer service number on page 1 towards the bottom and ask to speak to exec. cust. service dept., you may have to leave a message, but they will return your call and just explain the problems that you have with the phone and don't mention the vibrant as a replacement because more than likely, they will offer it to you in exchange. Just keep pushing the problems with the Behold 2 (i.e. random reboots, signal drops, numerous f/c, call drops, media card reading errors, etc..).
 
I heard back once more from Exec Customer service today after I did a T-Mobile email blast last week, they are still refusing to budge. They're telling me to buy a new phone to replace the BH2 and are offering me a paltry service credit to make up for the fact that they lied multiple times when they told me my plan qualified for a 13% monthly discount.

3 weeks this has been going on now, and Jay Vandalay refuses to let anyone else handle the case when I ask.

Time to email the FCC, elected officials, and media watchdog outlets, and then CC numerous T-Mobile email addresses on it. I'm gonna put together a list of all the contact details I can find if anyone wants to do similar email blasts.
 
Lmao...good luck with those emails to companies/agencies other than tmo...they won't make any difference. None of those agencies can do anything to help you as NOTHING illegal has happened! They have no control over tmo customer service nor should they! Tmo helped some of us not because they have to or were scared into it. They did it because they have great customer service! Most people that have tried have gotten the desired outcome. If you can't get them to help you there IS a reason and it IS specific to your account. I don't know you or your history with tmo or the standing on your account but there is an internal (tmo) reason why they won't give you anything which is what you are asking them to do. I got it done first try no hassles as have most of the other members that were given replacements, either the slide (which they gave me and let me keep the b2 with no contract extension) or the vibrant (which many members were given).
 
behold_this said:
Lmao...good luck with those emails to companies/agencies other than tmo...they won't make any difference. None of those agencies can do anything to help you as NOTHING illegal has happened! They have no control over tmo customer service nor should they! Tmo helped some of us not because they have to or were scared into it. They did it because they have great customer service! Most people that have tried have gotten the desired outcome. If you can't get them to help you there IS a reason and it IS specific to your account. I don't know you or your history with tmo or the standing on your account but there is an internal (tmo) reason why they won't give you anything which is what you are asking them to do. I got it done first try no hassles as have most of the other members that were given replacements, either the slide (which they gave me and let me keep the b2 with no contract extension) or the vibrant (which many members were given).
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My history with T-Mo? Paid my bill on time for six years, never argued a charge, never asked for free anything.

Six months ago I add my wife to my plan, sign up for the EM+ plan, and buy two new phones. They promise me a discount and I never receive it.

As far as I was aware, if you are promised a discount price (twice by two different people in different capacities within T-Mo) as an incentive to sign up for a plan and then they charge you full retail, *something* illegal may have transpired. When this happens, some government regulatory agency should have the authority to force a company to honor it's promises to the consumer. A consumer watchdog at a media outlet shoud be able to investigate or otherwise publicize wrongdoing on the part of a corporation.

As for the phone, they give it to some customers but not others? That ain't fair. I'm just trying to get what's fair.
 
darryl zero said:
I heard back once more from Exec Customer service today after I did a T-Mobile email blast last week, they are still refusing to budge. They're telling me to buy a new phone to replace the BH2 and are offering me a paltry service credit to make up for the fact that they lied multiple times when they told me my plan qualified for a 13% monthly discount.

3 weeks this has been going on now, and Jay Vandalay refuses to let anyone else handle the case when I ask.

Time to email the FCC, elected officials, and media watchdog outlets, and then CC numerous T-Mobile email addresses on it. I'm gonna put together a list of all the contact details I can find if anyone wants to do similar email blasts.
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wowsers that really sucks. i only started a contract with them back in april of 2009, but switched over to the em+ last oct and got this phone end of jan...makes me nervous on if they will budge for me. if not and give the option of a cancel w/out etf's then i will take it and hop right on wirefly, amazon or walmart. i'd like a new due date anyway, lol

a lg though...wow!
 
darryl zero said:
I heard back once more from Exec Customer service today after I did a T-Mobile email blast last week, they are still refusing to budge. They're telling me to buy a new phone to replace the BH2 and are offering me a paltry service credit to make up for the fact that they lied multiple times when they told me my plan qualified for a 13% monthly discount.

3 weeks this has been going on now, and Jay Vandalay refuses to let anyone else handle the case when I ask.

Time to email the FCC, elected officials, and media watchdog outlets, and then CC numerous T-Mobile email addresses on it. I'm gonna put together a list of all the contact details I can find if anyone wants to do similar email blasts.
Click to expand...


If I were you, i'd start with a complaint to the BBB first. But I have to agree with behold_this as far as those agencies having any control over T-Mobile's customer service.
 
Never asked me. The young lady I spoke to just said that they'd "had a lot of complaints lately", etc etc etc.
 
I have a question..If i need to send my Behold 2 back to them then do I need to bring it back to the original version like the 1.5 Currently I have R12 Galaxy 1.6 installed on it.
 
yes absolutely!! when they (tmo) receive it from you, it must have stock/twiz 1.5 or 1.6 (from samsung/tmo NOT bh_man's beta release of 1.6 or rooted stock 1.5). if not you have voided your warranty and will be charged full retail price for the replacement phone AND you will be charged a "restocking" on the voided behold 2!
 
behold_this said:
yes absolutely!! when they (tmo) receive it from you, it must have stock/twiz 1.5 or 1.6 (from samsung/tmo NOT bh_man's beta release of 1.6 or rooted stock 1.5). if not you have voided your warranty and will be charged full retail price for the replacement phone AND you will be charged a "restocking" on the voided behold 2!
Click to expand...

Thanks for the answer.Can you let me know where I can find this ROM stock1.5 or 1.6.
 
EPIC FAIL :(

They wanted me to pay $305.94 for the Slide 3G despite the fact that it's $29 for new contracts. Basically because the phone isn't actually defective and the fact that I haven't gone through troubleshooting.

Maybe I'll switch back to stock and see if any bugs happen.
 
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