My Customer Service Experience with TMO

[SimbaNala]

I hope that sim card works for you. Part of the perk for us right now at T-Mobile was 30 days free on that insurance. I don't need it but I guess it's nice to have while I wait for our Trident cases in the mail!

[Guatiao]

I got a similar story upon changing my 9700 to an SGS2 (that's another story!), because I noticed the 4G speeds were waaaay slow in most of the areas I regularly are during the day. After a week of buying it, I went to the store, and told them of all the troubleshooting I had done over the phone with CS. The lady that helped me at the store was nice enough to run some further tests and exchanged the SIM card, which did not really solve the issue. But she was very, very helpful, and even got me a refund for a lower price advertised on the SGS2 after only a week of purchasing it.

So far, I can only say good things of most of my CS stories, be it over the phone or in person.

[Chaviv]

It's update time again!

It started off by my rep calling me and me missing the call. After that, I decided to go to my BlackBerry 9900 BBM group and tell them the issue. One of the users suggested calling RIM and having them do some stuff.

I called TMO back and got a very nice rep named Dustin. I told him my situation and asked him to call RIM BlackBerry support...and without any hesitation or questions, he did.

I was connected to Jonathan over at RIM BlackBerry support, which was tier 1 and we did some troubleshooting. After a long discussion and after exhausting all of our options, he decided to escalate it to tier 2 support, and I got Brandon.

I just got off the phone with Brandon after having him do more tests and ask a bunch of questions.

What he had me do was send him some logs of the days event.

Now what I have to do<since I'm running a non supported OS, is for the next 24 hours, downgrade my software to the tmo supported one, which is 7.0.0.250 and see what happens.

Brandon thinks it could either be an OS issue or a device issue (he mentioned possibly a weak radio) and wants to rule out the OS, so that's why I'm downgrading for the next 24 or so hours.

He told me to keep an eye on BIS and if it goes off, immediately send him a log. He also wanted me to put my phone in debug mode, which he showed me how to do.

Based on the results here, he'll either escalate it to the Network Operations Center or do something else.

This is my story for now...I'll update again soon.

[SimbaNala]

It sounds like you might be making some head way, I hope this get's you an answer!!

[Chaviv]

Here's another update for you guys... (/poke to Shane here >

So I sent Brandon the first set of logs and based on what he and his team saw from them, it turns out that there were a few apps that were problematic. However, my live profile app was the main culprit that was wreaking havoc on the blackberry's radio and interfering with my BIS. He said that he kept seeing a lot of java errors related to live profile and that usually java error are software related and not hardware related.

What he had me do, then, is do a CLEAN install by removing the battery and reloading the OS using the apploader. Once it started loading the modules, i could put the battery back in.

The reason he had me do this was because he wanted to remove ANY non-blackberry supported apps and only put the core apps on to see if the issue continued.

Only once between 9-10 did my BB act up, but not BIS wise. My phone started freezing and when I rebooted, I got this weird java 529 error. I rebooted the phone again a few more times to see if it re-appeared, but thank G-d it didn't, so I think I'm in the all clear on that one.

So I've been running 7.0.0.250 for about 6 hours now and so far my BIS is acting fine.

Maybe live profile was the culprit. Who knows. I will monitor it again and send him the logs again tomorrow night.

More soon!

[Chaviv]

Hey all,

After having re-installed 7.0.0.250 and letting it run for another 24 hours or so, I thank G-d had no more issues. It looks like the live profile program was wreaking havok on my blackberry!

I since re-installed 7.1.0.190 and I'm looking to see if it still stays stable.

Brandon at RIM was awesome in helping me through the issue that I had.

[SimbaNala]

I'm thrilled that it finally seems as you have it all figured out & working normally!!! Hopefully it stays that way!

[Chaviv]

I got an email back from RIM support saying that they found another app in my log that was causing issues..and that one was quickpull <a rebooting app>.

As far as I know, it has never caused me any issues, but according to this log, it is..so i uninstalled it and will try it for another 24 hours. I upgraded back to 7.1.0.190 tho...

[Chaviv]

Shane,

Did you get your other phones yet? What ever happened with that?

[SimbaNala]

Hey! Yeah, my father got his Torch 9810, and my brother got his 9900.

They have both had some issue with their new phone, my father because he's never had a Blackberry before & wasn't used to it. Nothing that was T-Mobiles or RIM's fault.

My brother had an issue with not being able to set up his phone for email or anything like that and that was because they hadn't set up his handset on the network for personal use but rather business. So it wanted him to set up a enterprise email address & password, which he didn't have, because it wasn't going to be used in a business setting.

A quick chat online & then a phone call to T-Mobile who connected me to RIM, got the issue fixed. He's complained about the data being slow but he sits in front of the fastest interest connection in the world and says it's slow, so I don't listen to him on that.

Either way, we got all our BlackBerries & are loving them!

Thanks for asking!

[Chaviv]

It's always great to talk to RIM, isn't it? They helped me out so much.

I saved their direct number to my BB so the next time I have an issue, I can call RIM directly.

If you would like RIM's number, send me a PIN message I'll give it to you. It's always useful to have it, in case you ever want to bypass TMO on a real technical issue. . (If you decide to send it now, you'll get it in the morning, because my phone is off now)