why am I not surprised djf Cingular customer service, SMS, GPRS

[David Farber <dave () farber net>]

------ Forwarded Message
From: Robert Bryce <robert () robertbryce com>
Date: Tue, 11 Jan 2005 21:05:46 -0600
To: <dave () farber net>
Subject: Cingular customer service, SMS, GPRS

Dave,
This message is right on target. I just moved from Sprint to Cingular
-- in order to obtain lower rates from SBC on my DSL connection -- and
have found Cingular's tech support/customer support to be several miles
past awful.
I started with a Motorola V551 and after ten days, sent it back and
switched to a Nokia 3120. ($99 for the V551 versus free for the Nokia).
Getting the switch done took me no less than 90 minutes on the phone
with Cingular people and each customer service rep I talked to was less
informed than the previous one.
Got the Nokia but it wouldn't work. Another hour on the phone with tech
support getting the right code plugged in.
Now, after just a week, the Nokia has quit working altogether. No
reason. No warning. Just dead. Spent an hour on the phone -- with four
different people -- this morning trying to get them to send me a new
phone. (this one is still under warranty). I gave up after an hour
because I had an appointment.
It'll take another hour (at least) on the phone tomorrow to get it
worked out.
Further, after signing a contract, Cingular tells me I can't use my new
GSM phone (if it worked, that is) to get my Powerbook to access the Web
unless I pay extra for it -- by using cingular's GPRS system. Rate is
one cent per kilobit. There is no way, Cingular says, to use the phone
as you would an ordinary dial up modem. (Presumably at slower speed
than GPRS). Thus, those 5000 minutes of nights and weekend time --
which I thought would be perfect to use as dial up modem minutes when I
travel -- are useless.
Therein lies the irony. Call it the Feature Curse. All these new phones
  have increasing levels of features and apparent functionality but
their actual usability (ease of use, lower costs for each bit of data
or voice, ability to avoid unwanted solicitations from SMS or phone
calls) is declining. Oh, and customer service. Sadly, when it comes to
Cingular, that is a complete oxymoron.
Now pardon me while I call Sprint -- maybe they'll take me back.
best
rb

Robert Bryce
Austin, TX 78704
robertbryce.com


On Jan 11, 2005, at 9:09 AM, David Farber wrote:

> ------ Forwarded Message
> From: "Youmans, Scott" <SY160004 () ncr com>
> Date: Tue, 11 Jan 2005 09:32:57 -0500
> To: <dave () farber net>
> Subject: RE: [IP] more on Young Cell Users Rack Up Debt, OneDime
> Message at
> a Time
>
> I receive about 15-20 spam messages a day on my AT&T cell phone.  I do
> not use text messaging at all, so this is a major annoyance.  I had
> this
> problem about 18 months ago when I got my Motorola V60i (TDMA), and I
> called AT&T tech support, and they disabled it.  So, having upgraded to
> a new V551 (GSM) phone, I called AT&T tech support and asked them to
> disable the text messaging on my new phone.  I was told it was
> impossible, they had no way of doing this.  I spoke with 3 different
> tech support people, one was the next level advanced technical support.
> "Can't be done."  I find this extremely difficult to believe, but had
> no
> success after 2 separate calls to tech support.
>
> Fortunately with AT&T, incoming text messages are free, but if I was
> with Cingular, I'd be paying $0.10 / message for incoming messages!
> Their suggestion was insane, "We'll credit your account $5.00 & you
> should text message them back asking to be removed from their list".
> Yeah right!
>
> Has anyone else had any luck getting the text messaging disabled on a
> Motorola V551 or with AT&T service?  I pity those with Cingular and
> other carriers that charge for incoming messages.  Your future is dim &
> expensive as the spammers transition to SMS, as you have no SPAM
> filtering capablity.  Anyone want a Rolex?  I get plenty of offers.
>
> Scott
>
> -----Original Message-----
> From: owner-ip () v2 listbox com [mailto:owner-ip () v2 listbox com] On
> Behalf
> Of David Farber
> Sent: Sunday, January 09, 2005 3:56 PM
> To: Ip
> Subject: [IP] more on Young Cell Users Rack Up Debt, OneDime Message at
> a Time
>
> I completely agree. With SMS spam starting the notion of receiver being
> charged is even MORE insane. I intend to protest each and ever spam sms
> I receive as a illegitimate change
>
> We can sink them in overhead
>
> Dave
>
> ------ Forwarded Message
> From: adam beecher <adam () beecher net>
> Organization: BEECHER.NET
> Date: Sun, 09 Jan 2005 16:40:22 +0000
> To: <dave () farber net>
> Subject: Re: [IP] Young Cell Users Rack Up Debt, One Dime Message at a
> Time
>
> I still find it absolutely bizarre that American service providers
> charge for /receipt/ of a text message, and even more bizarre that ye
> let them get away with it. The entire concept is preposterous. The PHB
> that came up with the idea is an evil genius that should be jailed for
> your protection.
>
> adam
>
>
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Robert Bryce
Austin, TX 78704
512-445-5097
robertbryce.com


------ End of Forwarded Message


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