Words from the Wolf

Entries in T-mobile (1)

Wednesday
Jan122011

T-Mobile SUCKS

July 12, 2010 from the Official Blackberry Blog 

Andrew Bocking, VP of Handheld Software Product Management In the almost ten years I’ve worked at Research In Motion (RIM), I’ve never been as excited about a BlackBerry® software launch as I am for BlackBerry 6, which is on track for release this summer. I’m absolutely in love with the BlackBerry 6 experience and I expect other longtime users like me will feel the same. I also think the wide range of changes and added features in BlackBerry 6 will attract a lot of new users to the BlackBerry platform. ”

Subsequently, BlackBerry 6 was introduced to the market with the BlackBerry Torch on August 12.

Andrew then told us that he was happy to report that BlackBerry 6 will be available in the months ahead (pending carrier certifications) on some of our leading smartphones, including the BlackBerry® Pearl™ 3G 9100, BlackBerry® Bold™ 9650 and BlackBerry® Bold™ 9700.

Today Blackberry 6 is OLD news and all the chatter on the Official Blackberry Block is talk of the new Tablets, including the Playbook”

I have been a loyal T-mobile customer since 2002 when it was VoiceStream Wireless.  I'm posting the transcript of my contact today with what passes for "Customer Service" at T-Mobile.  But in case you don't want to spend time reading how morons answer questions at T-Mobile, here's the Readers Digest version:

Here's the full transcript. If you thinking about switching to T-Mobile or extending your contract, it may be a good idea for you to read this first.  IMHO, the Tech Train has left the station, and T-mobile is not on board.

You have been connected to ~Jessie B.
~Jessie B: Hi Bonzer , welcome to T-Mobile live Chat. I’m ~Jessie and I will be happy to assist you. Please give me a moment to review your question.
Bonzer Wolf: How do I get Blackberry 6 operating system on my BB Bold 9700?
~Jessie B: For your reference, my ID number is 13-20284.
Bonzer Wolf: ok
~Jessie B: I can certainly help you with finding out how to get Blackberry 6 operating system onto your Blackberry Bold 9700.
Bonzer Wolf: Blackberry website says it's available but it does not download when I sync with BB desktop
~Jessie B: Regrettably I would need to Transfer you to Technical Support on how to get the Blackberry 6 operating system on your device.
Bonzer Wolf: ok
~Jessie B: Is there anything else we can assist you with today before I transfer you to Technical Support?
Bonzer Wolf: no thank you
~Jessie B: Thank you for contacting T-Mobile Chat, have a great day Bonzer!
Bonzer Wolf: ty
~Jessie B has left the session.
Please wait while we find an agent from the Support department to assist you.
You have been connected to ^Rainford B.
Bonzer Wolf: ok
^Rainford B: Hi Bonzer welcome to T-Mobile live Chat. I’m ^Rainford and I will be happy to assist you. Please give me a moment to review your question.
Bonzer Wolf: ok
^Rainford B: I would be more than happy to assist you today with your question about getting the lates software to your blackberry bold 9700.
^Rainford B: We understand using a blackberry it is very important for you to have the latest software available on your device.
Bonzer Wolf: yes BB 6 has been out for a long time but I can't seem to get it to my T-mobile BB 9700
^Rainford B: Okay no problem.
The agent is sending you to http://www.t-mobile.com\bbupgrade.
^Rainford B: For you to update your software you can visit the above website.
Bonzer Wolf: I have the latest BB desktop software, why is it not downloading from there?
^Rainford B: The one you currently using what software version do you have on your computer?
Bonzer Wolf: the one that downloaded today. I don't see the BB Bold 9700 on that page you gave me. That was suppose to be one of the first phones on the BB 6, I was told
Bonzer Wolf: oh wait, I see it, the models are in random order
^Rainford B: Okay when you visist the page did you select your device?
Bonzer Wolf: yes
Bonzer Wolf: its says to install the latest desktop software , which I have. Is BB 6 available for the Bold 9700?
^Rainford B: Unfortunately at this time its not available for that device.
Bonzer Wolf: surly you jest? Did you not just say that "We understand using a blackberry it is very important for you to have the latest software available on your device." ?
Bonzer Wolf: BB 6 has been available from Blackberry for months and is on all the other carriers? This is not acceptable
^Rainford B: Yes but unfortunately we dont create the software availability.
Bonzer Wolf: Does T-mobile anticipate releasing BB-6 for the Bold 9700 in the very near future?
^Rainford B: Unfortunately at this time we havent received any information on the release date for that device.
Bonzer Wolf: In such a competitive business, I find it incredible that T-mobile has not updated their system, they are way behind the other carriers. Its one thing not to have the iPhone but there is no excuse for not making BB 6 available
Bonzer Wolf: I will be blogging about this on www.bonzerwolf.com
Bonzer Wolf: please inform your superiors that you have 2 very unhappy customers, who will be changing carriers as soon as our contract expires
^Rainford B: You also visit www.blackberry.com for more information about when the software will be available and their release dates.
Bonzer Wolf: I was there today. Blackberry shows that it's available and has been for months
^Rainford B: We would hate to lose two customers at this time.
Bonzer Wolf: they show videos and have been for months, saying how great it is and that it is available NOW
Bonzer Wolf: Tmobile seems to be the only carrier that does not have it and the customer service reps don't even seem to know what it is
Bonzer Wolf: I am a VERY long time customer of Tmobile and I certainly hope you have a way of recording my extreme disappointment
^Rainford B: Yes the software is available but unfortunately not for your device at this time.
Bonzer Wolf: and my desire to find a new carrier that "understand using a blackberry it is very important for you to have the latest software available on your device." and means it not just type it like a robot
Bonzer Wolf: good day to you sir
^Rainford B: I am sorry to hear that you are not satisfied with your service. Requests for cancellation must be processed over the phone to ensure that your concerns are fully addressed. We value your business and have Customer Care Representatives available to discuss your T-Mobile account. Simply Dial 1-800-937-8997 or 611 from your T-Mobile handset
Bonzer Wolf: The BB bold 9700 was the most expensive BB when I purchased TWO of them fro you, yet Tmobile has not updated...disgusting really
Bonzer Wolf: sir, are you a robot or a person?
Bonzer Wolf: do you just push one key to send those scripted messages?
Bonzer Wolf: this experience will be posted on the world wide wed today, see bonzerwolf.com for the gory details
^Rainford B: I understand how feel at this time about not being able to update to the latest sofware for your device.

CLICK (Bonzer disconnects to find his contract, and starts the countdown to an iPhone AND a new carrier)