When Techs Don't Listen....

[BergerKing]

Well, I finally had an annoying experience with some techs at a Sprint Store on Memorial Day. There always has to be one that-just-doesn't-listen.

I went into a Sprint Store in Kirkwood, Missouri yesterday with a problem. My battery was on its last legs. Spontaneous reboots, fully-charged to 60% in 20 minutes of standby, showing charging, but actually crashing on charge. Erratic behavior, freezing up. All kinds of fun stuff.

So I go in and waited about 30 minutes to speak to a tech, and explained the situation in detail. He told me that they may need to back up and wipe, and as I acknowledge that it might be necessary, I stand by and wait for another 90 minutes as I watch them begin scratching their heads in dealing with my Style. I can see them examining and testing it. Then they hook it up and it stays on for a while. They unhook it and bring it out, having 'assessed' that I actually had a software issue. They hand me my freshly wiped and reloaded Style, frustrated because it is booting very slowly, griping because they are now 20 minutes after closing time, on this holiday.

But now, I'm inconvenienced, and I'm in a mood to make it last. So I wait, and wait, and it is still really slow to respond. (bad battery makes it worse.) It finally boots, and then crashes promptly. Idjits didn't bother to charge it some, and I grab a power cord, wait 5, and then boot it again. Then after it boots, I attempt to log in and provision it, and have to wait while the Email App updates so that I can sign in. I reboot it to install the new App version. They are growing visibly uncomfortable. But, hey, reloading software doesn't fix hardware issues.

Boots back up, now at 60% charge, take it off, start to provision, bang, crash! Reboot. Another 5 minutes, it wakes up, 1% charge. They hand me a new battery, install, plug in, reboot.

After the device boots, no more crashing. But now they can't get their machine to respond to reload my contacts data. While they're fumbling, I log into App World, reload my Asurion backup app, and sync my contacts, download Google Sync and reload my Calendar, send the Service books, and run a BBM restore. They turn and say, we got it working and can restore your contacts now, I smile viciously, and show them that I'd already done it. Exasperated, they ask why I didn't tell them, they've now gone well over an hour after closing time.

I gave them a straight face and explained, I'd walked in with a simple explanation and request that could have been fulfilled in 5 minutes, and you would have had a happy and satisfied customer, instead, you ignored me, did it your way, held me up for 2 hours, and made me angry. Now, after all of this mess, my requirement for a new battery is satisfied, my device works fine, and I've given you only ½ the grief you gave me. I'm being generous when I tell you that you all are lucky I have someplace I need to be, and only have the hour, because I'd have really taken pleasure in making you wait longer.

With that, we turned and let them let us out. They didn't bother to ask to get a good review if called by a reviewer.

Posted from my CrackBerry at wapforums.crackberry.com

[lak611]

That reminds me of how I even came to be a BlackBerry owner.

Back in May 2009, I had a dumbphone that died, and I wanted a smartphone. I stopped at the AT&T store. The reps sold me on the Nokia E71x.

After two weeks with the Nokia, I found it to be unacceptable. The thing started beeping for low battery after only 4 hours of light use. By 5 hours off the charger, it died.

I returned to the AT&T store. 3 reps, plus the manager were unable to set up my email on other E71x devices that they had in the store. I ended up spending 6 hours in the AT&T store. Finally, after they DOA'd 3 different E71x devices, due to inability to set up email, I told the manager I wanted something else. I said I had much more important things to do than spend 6 hours in their store. I saw the BlackBerry 9000. The manager told me I could have it at the same price as the Nokia E71x, which was $100 cheaper at the time.

I walked out happy, used my 9000 for 18 months, and then got a 9700, which is even better.

The bonus was that I wrote about my story for one of my college courses and got an A. Therefore, 6 hours in an AT&T store dealing with clueless reps had more than one benefit for me.

[BergerKing]

Nothing like getting a good one out of rep error. We see stories all the time of folks who didn't back up their BlackBerry , and the threads lament the fact that they didn't do so. Fortunately, I'm backed up enough ways that for me it was just downloading a few things and I was back in business.

Posted from my CrackBerry at wapforums.crackberry.com

[Slammer]

I had a similar issue about a month ago. My bold wouldnt charge and would do random reboots. I knew it had to be the battery but I wouldnt let them wipe the device so they ordered me a replacement. 3 days later get my new one all set up and samething wouldnt charge. Finally got them to give me a new battery and they swapped out my car charger for a brand new one.

[SCrid2000]

Sigh, reps... I understand why they think most people are idiots, but that doesn't mean they should assume everyone is.