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Help Tmobile Delaying Vibrant Customer Service Calls?

Tweak89, My wife can call at the same time I do, I can talk through her phone through the menus, or she can, but either way, the same things are said/expressed to the voice menu system. Her phone will get a CSR within 1 minute usually, while my Vibrant line will most certainly tend to wait at least 15-30 minutes if not longer. I have proven it time and time again. Using different phones on my account, or calling the 800 customer service line from a land line, if I use my line that uses the Vibrant, that call will get an extremely long hold time....it's there, it has been tried, and we have shown that is the case though they may express otherwise.
 
Robo!

I have found a way to almost get in, using my device, faster!

Ok so go to settings, call settings, all calls, select show my number, and then select hide.

Now when you dial 611, it technically won't know your number. So at the beginning of the call after it prompts for English/Spanish, it asks for you to enter or say your mobile number. I then used my other phone line number which was my wife's and got through without a ridiculous long time. This even when they had on their automatic voice system that the long hold could/would be extreme due to the big snowstorms that hit the east coast. The hold was long for financial care, but at least there it gives the option to call back instead of remaining on hold.

Yeah it is like calling from say the other line, but if you don't have that other line with you, like when I was at work, it comes in handy to get through promptly. I am just passing this along to aid you all in this dilemma that I share with you.
 
Good job! Thanks, I'm usually at a land line when I call them but for on-the-go use this could be really handy. :D

Now here's one for you: Install the app Anycut on your phone, go to activity, find All Calls and the app will make a shortcut on your desktop so with a single button press you can get right there. I also have a shortcut for Network Mode so that I can go to GSM only when I don't need 3G or when in a spotty 3G location. This saves on battery drainage.
 
Well we both taught something heh. I never thought about using the anycut to do that, I mainly had it for the lbstest and device manager (when it was of use JI6). I'll make those two shortcuts because that will be real handy and quick instead of working through menus! Thanks!

Oh yeah, btw, here is one for the symptoms of problems...I probably should start a new thread but while we're talking...

I am getting a new warranty repair. Now I hope they don't have enough to be sending out refurbs yet. I hope my build date is definitely newer than October. My current phone is Build 10.07 or whatever, I guess from what others have said is that it is July 2010. Anyways, I haven't had much issues with my GPS like others have, so I lucked out there. However, lately it seems if I am in more of a low cell reception strength area, like my work, I can hear the connection through the ear piece. What I am saying is, if you take a phone next to a computer speaker or radio speaker, you can usually hear the device's connectivity. Well, I can hear that through the ear piece when in less than desirable cell coverage. Along with that, but I think you have been reporting better results with your exchange robo? Well, I hope I get the same at least for a GPS point of view too. Will come in handy, have a trip coming up and will plan to use it often for that trip, would be nice to have a feeling that it might have better construction. Thanks for the time of reading, this, sorry didn't create a new thread, but we have a ton of those anyways.

On that note too, is there a way to make the transfer to the new phone more user friendly, like not having to enter account information everywhere again? If not, just wondered, back-up process begins now :)
 
the1who said:
Well we both taught something heh. I never thought about using the anycut to do that, I mainly had it for the lbstest and device manager (when it was of use JI6). I'll make those two shortcuts because that will be real handy and quick instead of working through menus! Thanks!

Oh yeah, btw, here is one for the symptoms of problems...I probably should start a new thread but while we're talking...

I am getting a new warranty repair. Now I hope they don't have enough to be sending out refurbs yet. I hope my build date is definitely newer than October. My current phone is Build 10.07 or whatever, I guess from what others have said is that it is July 2010. Anyways, I haven't had much issues with my GPS like others have, so I lucked out there. However, lately it seems if I am in more of a low cell reception strength area, like my work, I can hear the connection through the ear piece. What I am saying is, if you take a phone next to a computer speaker or radio speaker, you can usually hear the device's connectivity. Well, I can hear that through the ear piece when in less than desirable cell coverage. Along with that, but I think you have been reporting better results with your exchange robo? Well, I hope I get the same at least for a GPS point of view too. Will come in handy, have a trip coming up and will plan to use it often for that trip, would be nice to have a feeling that it might have better construction. Thanks for the time of reading, this, sorry didn't create a new thread, but we have a ton of those anyways.

On that note too, is there a way to make the transfer to the new phone more user friendly, like not having to enter account information everywhere again? If not, just wondered, back-up process begins now :)
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Compared to others here, I didn't have much of a GPS issue either. The only problem I experienced was slow lock occasionally. The reason for my exchange was that the haptic feedback failed. When discussing the exchange I told the Tmobile customer service rep that I was reluctant to do a warranty exchange as I didn't want to get a Vibrant that did have a GPS problem.

He said, "Oh don't worry about that, you will definitely NOT have a GPS problem with the phone I'm sending you." I received a new retail boxed, factory sealed phone. This GPS is amazingly fast and accurate. The phone just "feels" much better. Build date 10/20/10. This is the way the phone should have been from the roll out. I'm 100% satisfied with the phone even without Froyo though that would be nice.

The short answer is no, for easy transfer of settings without root at least not that I'm aware of.
 
Yeah, well, we are really sort of distracting from the original issue here, but to sort of keep it back on track, I just got off the phone with T-Mobile again to express my concerns and they told me to be assured I'd be getting a new phone and not a used one. They said if I still have issues to call back because it would be their fault. Well, ok, let us see what the UPS man will bring me here in the next week eh? heh, I forgot until you mentioned it, and really, I sort of was reluctant too. So I called again...

And when I called, I had my number hid again, and entered the number of the other line, and without delay I had someone on the phone. Earlier today when I called for the warranty exchange, the wait was about 3 minutes, but far better than a 30+ minute hold. Well, that's my experience, and if the second line starts to see issues of delay, good thing I have the third line, hahaha. Thanks all! Thanks Robo!
 
I certainly hope so Robo, thanks for the wishes! I however am not upset with the phone and any other option about it, I guess they could do some fixes to problems, such as locking up. Otherwise, if the phone works just the same as the one I sent in, than I am still happy. I just can't stand hearing that noise over the person talking when on a call. I mean, cure that for me and it is still the best for to me. Make that better, well, I'll be singing and praising even more :)

Thanks again Robo, I don't know if you remember my other posts about the GPS issues and the testing I did at work. For the phone I have now, before the JI6, it was an issue, but after JI6, I use a window suction cup mount and it works very well. I can see how some have had issues, not saying there wasn't. I just looked at my box again, build date was 7/19/2010. So I will be delightfully enthusiastic with new performance gains that potentially are there.
 
the1who said:
I certainly hope so Robo, thanks for the wishes! I however am not upset with the phone and any other option about it, I guess they could do some fixes to problems, such as locking up. Otherwise, if the phone works just the same as the one I sent in, than I am still happy. I just can't stand hearing that noise over the person talking when on a call. I mean, cure that for me and it is still the best for to me. Make that better, well, I'll be singing and praising even more :)

Thanks again Robo, I don't know if you remember my other posts about the GPS issues and the testing I did at work. For the phone I have now, before the JI6, it was an issue, but after JI6, I use a window suction cup mount and it works very well. I can see how some have had issues, not saying there wasn't. I just looked at my box again, build date was 7/19/2010. So I will be delightfully enthusiastic with new performance gains that potentially are there.
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Please advise on your experience with the new phone. And yes, of course, I remember your posts from last summer.
 
Ok, new phone..haven't got to play with it much, but it seemed to lock on satellites with GPS Status on more than just 3 to 4 at first, probably 5 to 7. I was busy at work, so didn't have much time to play around with it.

One problem, the phone isn't a factory sealed box, or it is just with the white packaging. Not sure. The device label is definitely different. It doesn't say Samsung like the original one I have. But the build date is 11.01. Do I have a new device or do I have a refurb! hehe I mean...I don't know if I should waste the time to call again or not. I'm in the process of backing up and taking note of where things are etc. I have time tonight too, it's snowing like mad.
 
the1who said:
Ok, new phone..haven't got to play with it much, but it seemed to lock on satellites with GPS Status on more than just 3 to 4 at first, probably 5 to 7. I was busy at work, so didn't have much time to play around with it.

One problem, the phone isn't a factory sealed box, or it is just with the white packaging. Not sure. The device label is definitely different. It doesn't say Samsung like the original one I have. But the build date is 11.01. Do I have a new device or do I have a refurb! hehe I mean...I don't know if I should waste the time to call again or not. I'm in the process of backing up and taking note of where things are etc. I have time tonight too, it's snowing like mad.
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I guess it could be a refurb. That's generally what the white box means. Most importantly how does it perform? Mine will lock from 7-9 sats using GPS Test. Mine has the SAMSUNG name across the bottom above the haptic buttons.
 
Yeah I have that too. I don't know how well it performs yet to be honest. I went back to my other phone so I could have my timeriffic running. I didn't feel like playing around that much, plus I had to work, so I went back to the original.

Just got done taking pictures to help back-up and now turning back on the newer one.
 
Ok, so, having troubles with the internet tonight, can I blame it on the snow? I hope so, but I really doubt it. I can't send Robo and PM...

Other than that, GPS, wow, that's all I'll say for now, much better this time.
 
SamsungVibrant said:
Robo21 I think you should drop it, you might get more notations on your account.

I don't know what exactly T-Mobile does, but I know companies for certain note customer behavior.

Banks do it all the time. I have a friend who is a Chase branch manager, another who is a Wells Fargo Branch manager, they both told me that their software specifically has a section to make notes about customers. Like when a customer calls too many times, complains a lot, etc. Also, all employees see the notations, you don't have to go digging for them, because they automatically pop open every time a customer session is initiated.

For example, my friend told me, one customer would come in and would demand photo copies off all checks she deposits, holding up the line, and the tellers aren't obligated to do so, so there is a pop up message that says "customer is aware that photocopy services are not provided by tellers." That message pops up on the screen for every teller every time the customer goes to make a deposit.

So if you keep calling T-mobile, I'm sure the next rep is going to add another pop up box "keeps calling wants off blacklist."

Do they make you wait longer via some automated system? I don't know about that. Do they note your account because they might think you are annoying, most definitely. Chances are, when you call, the rep before answering your call sees your account in advance, reads the automatic pop up messages, and puts you back into the loop because she/he doesn't feel like dealing with it.

I think you are better off just dropping it, the Chase pop up messages about annoying customers drop off in 3 months unless they are renewed, T-mo pop ups probably expire too, so just don't call anymore, let them expire, the more you call, the more updated notes they will make to the pop up messages.

I guarantee you have another notation saying customer called complaining about being on a blacklist, seriously just don't call for a couple months, let them expire, the more you call they keep getting renewed.
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Agreed notations are made in the account, I used to work for Godaddy.com as techsupport. though it was frowned upon for noting on a customers behavior, it was never thought of as a bad thing as it does help immensely when dealing with a customer who is known for yelling, cussing, using inappropriate language etc.
 
UPDATE: 3/2/11: Problem resolved.

After months of having to use someone else's Tmobile phone number to get through to customer service quickly I decided to go try one more time to get this problem resolved. I spoke to a nice guy in the billing department who has worked for Tmo for 5 years and he had never heard of a "blacklist." After I explained what was going on, he put me on hold for a few minutes, came back on the line and said "yes, there is such a thing and the only way we can fix it immediately is to change your number which we will do for free."

He changed my number and I now get through to customer service instantly. So there is your fix for anyone going through this problem.
 
robo21 said:
UPDATE: 3/2/11: Problem resolved.

After months of having to use someone else's Tmobile phone number to get through to customer service quickly I decided to go try one more time to get this problem resolved. I spoke to a nice guy in the billing department who has worked for Tmo for 5 years and he had never heard of a "blacklist." After I explained what was going on, he put me on hold for a few minutes, came back on the line and said "yes, there is such a thing and the only way we can fix it immediately is to change your number which we will do for free."

He changed my number and I now get through to customer service instantly. So there is your fix for anyone going through this problem.
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Seems rather severe to change your number........... ..


wouldnt they still know you from before...from your old #????


/me hopes that didn't ......water ...over up...down... off the censorship people... gosh i don't think i said any thing wrong....


cant be to safe here of late....


!:)!
 
PlowRox said:
Seems rather severe to change your number........... ..


wouldnt they still know you from before...from your old #????


!:)!
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Actually not too severe... It was a free change to an easier number and it resolved the problem completely.

I have since tried calling in using the new number and it goes to the "leave your number and we'll call you back in x minutes" queue. Or, alternatively, I can hold for a MUCH shorter wait time.

Apparently, from what I can gather, their inbound call software will not permit them to undo the "blacklisted" number manually. A certain number of calls on the same number puts a customer over the limit and that's it until the software undoes it :eek: (if it can undo it - no one seems to know or care) so the best alternative is a number change.
 
It wouldn't suprise me. I've had nothing but problems with their reps when calling about my vibrant, and I've had to call at least 30 times in the past year because they are completley incapable of critical thinking to solve problems and I keep having to call over and over.
 
Change the number from showing to hiding and then you have to manually enter a number in, if you have more than one on an account, if not, it would be better than having it recognize your number and put you on a longer queue automatically.
 
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