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  1. deadinside

    deadinside Well-Known Member This Topic's Starter

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    I am a very unhappy t-mobile customer with the dreaded Samsung behold 2, due to incompetent service reps my contract was never updated and will expire soon. I looking to ditch t-mobile and go with Verizon, mainly over the Droid-X. It seems like it has great stats and most importantly for me a 8mp camera. When I buy phones, its always about the camera as I am person who loves taking tons of pictures.

    What are the general thoughts and views on this phone?
     

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  2. Steven58

    Steven58 Reformed PH VIP Member

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    I love the phone, but I haven't taken many fotos with it. I've taken some at Yankee Stadium and they're nice, clear and realistic.

    For me a phone is about call QUALITY as I take a lot of business calls through my cell. The DX is unsurpassed in that area. It's better than the Incredible.

    I've called T-mobile inquiring about first time service, on occasion, and the CSR seemed to be cordial and helpful. It seems as if their coverage isn't generally as good as VZW. However, you should check the coverage maps and talk to VZW customers in your area for data on this. VZW Customer Service has been unsurpassed, for me, as well. They have bent over backwards to help me when I've had telephone issues, over the past nearly 10 years. They've gone out of their way to do things they didn't HAVE to by contractual standards.

    The processor and the screen are great. I have my phone rooted, which is darned easy with one-click rooting. It's too easy and I'm spoiled. With root apps, I can get eons of time out of my battery, but I have a back-up to spare, which I haven't used as yet. The battery-life is so good.

    The speaker is meh. It could be louder. I'm hoping for a fix with an update. The build is superior and sturdy.

    Other than that, I don't know what to say. Feel free to ask any specifics going forward.

    Steven
     
  3. krichek

    krichek Well-Known Member

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    I went the other way, had the X for 15 days and then defected to TMobile for the Vibrant. I didn't take to many pix tho sorry, I have a nice camera for those hehe..
     
  4. ashykat

    ashykat Well-Known Member

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    Can I ask why you're so unhappy with T-Mobile? I had them for years and loved them. Their customer service is second to none in my opinion. I switched to VZW simply because of the new place I live. I will probably go right back to T-Mobile when I can. I've heard horror stories about the Behold II, but I don't think it's fair to place all the blame on T-Mo for that.
     
  5. deadinside

    deadinside Well-Known Member This Topic's Starter

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    I have a good camera myself, but the issue is that I just don't carry a 14 mp camera with me wherever I go. Sometimes there just those picturesque moments that happen out of the blue and having a phone with a good camera to capture that is great.

    My issue with t-mobile is, that my contract is up in a week, I qualify for great discounts on phones with them, but if you read the forums to get a quick heads up on issues with them. Only 2 android phones seem to have less problems. One of which is still stuck on 1.5 droid OS and users patiently waiting for a 2.x update.

    The vibrant currently has issues with the gps, if you disable use wireless networks. The GPS then is reported to be totally unreliable. No words on any updates or fixes.

    Because of the way they processed my behold 2 and my girlfriends blackberry at a t-mobile, they don't have it on record that we purchased the phones from them at all. I just found this out earlier today while speaking with their executive customer service. I am going to be speaking with them sometime Friday to send them the documentation on my girlfriends phone, so that she would be covered by the equipment replacement plan. I may just "Fail" to produce my documentation, because I know they will want to replace it with another behold 3 times before determining that I need a different phone. Not to mention that it will also be producing the legal documentation to get me tied back into a 2 yr contract with them and I am not going to be stuck with it.

    Within the 2 years I have been with T-Mobile I have had nothing but a major headache with their customer service. Not that it was a surprise to me, because I was a employee at the 3rd party contract center they used for support. It was more of a shock that their customer service reps behind the counter are no different. They just don't seem to care and are totally misleading and are not knowledgeable in their own systems and processes.
     
  6. krichek

    krichek Well-Known Member

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    My wife and I have been using the Vibrants for about a week now. We both rely on the GPS pretty heavily since we travel in unfamiliar areas a lot. We both used Droids prior and I can say that the Vibrants we have are just as accurate, whether we are out in the boonies or driving around town. I get an intial lock within 10 seconds an am good to go. I would say try one out and see for yourself, not everything you read is as bad what folks make it out to be.. Just ask Steve. :D;)
     
  7. deadinside

    deadinside Well-Known Member This Topic's Starter

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    Give you a little background on my t-mobile experiences. Long rant, but you wanted to know. I am not placing all the blame on t-mo for the behold 2, but its the straw that broke the camels back in my opinion.

    Started off 2 years ago with Sidekick Slide. About 30 days into it, the phone would reboot constantly, even more so when attempting to send pictures. When I went into the T-Mobile store to complain and to possibly see if it was defective, I was promptly told that its a known issue and nothing can be done about it.

    Numerous calls to t-mobile throughout the year about other issues, like the data just quits working to find out about outages and other ongoing issues with the sidekick network, Phone freezing up, camera having a white spot showing up in pictures taken, no one would assist with issuing a replacement.

    Sometimes, when I requested a supervisor, the agents would just hang up on me, in one instance I was transferred back into the general queue. Sometimes being placed on hold with no warning for over 5+ minutes. Phone reset by the rep even after advising I am on the phone I am calling about. Then the data loss issue happened in October of 09

    Sidekick Data Loss: T-Mobile's Unending Nightmare - PCWorld

    I was one of the many people affected by this and lost some of my contacts. Some were recovered, but anything entered into my phone within the last 6 months prior to the outage were wiped. The problem with that is, I moved to Pittsburgh from Columbus several months prior and the large portion of those contacts that were lost were friends and family from Columbus.

    After several more calls back to t-mobile and several other mis-handled issues. Like reps not checking for a previous opened ticket on this issue trying to open a new ticket, reps telling me there was open ticket, but was closed 3 days prior to the call, but were telling me it was open and active. After the ticket was closed there was no notes, when I spoke with a rep that seemed to know what she was doing, I found out the ticket was opened as a voice issue and not a data issue, so it was closed for that reason. So I escalated a new ticket, to callback in a couple of days later to find out it was closed with no notes. I then escalated to a floor supervisor, who then advised me that the notes did indicate I lost those contacts permanantly and was getting a $100 gift card for compensation... He was going to toss in a extra $50 card for having to deal with all the BS on this issue..

    I still have yet to receive this and this was back in late October. In Feb of this year, I had a larger than normal check from a bunch of overtime, so I decided to get me a new phone. I was told by the CSR in the store that I did not have to worry about getting a phone with issues and obsolete with the behold 2..... That now is not correct at all.

    So I have contacted the executive customer service department, because of these issues. They are trying to downplay the credit on the account as well, since no one at t-mobile apparently handles these and its done by a 3rd party company.. They were also trying to say the $20 in credit on my data plan that everyone with a sidekick received should have sufficed.

    I am sorry, but this is by far the worst customer service ever. Within my time at working for call center technical support, supervisor escalation teams and quality assurance analyst roles for 5 years running now, I should know a thing or two about call handling requirements. Not to mention t-mobile used the same 3rd party contract center I used to work for in Columbus and when was a QA, I was able to access our internal form for t-mobile quality assurance to see how the agents were graded. Hanging up on customers, transferring back into queues and holds without permission are considered "Red Flag" incidences. They are placed on the employees records along with written warnings. 3 offenses during their time of employment is termination from the company.

    The contracted department I worked for was different and would look at issues like that on a case-by-case basis and fire accordingly. The fact that their reps are able to get caught abusing customers 3 times to get fired is ludicrous. Not to mention that not all calls are recorded and not all of the Customers they abuse are recorded.

    Even break it down deeper for you. The company uses a KPI (Key performance indicator) measurement for their reps. One of the major factors is handle time. At the end of the month, if their handle time is higher than what is outlined; they are on a written warning. If they do not correct this by the second month, its a verbal warning. On the third month its immediate termination. So if a rep is border lined on any sort of warning and you call them and the issue may take longer than normal to resolve, they will do what they can do get you off that phone. Some supervisors will also assist agents by attempting to tap their line to confirm whether they are being recorded or not, to green light the customer abuse. Because if a supervisors team has good numbers, it means more pay, better annual reviews or even a special parking spot in the front of the building for them for that month. Supervisors can get terminated or demoted if their team fails to meet the numbers as a whole.

    So the rep who wants to go all out to help the customer are the reps who are usually terminated first for caring too much about getting the issues resolved, since they kill their handle time by staying on the phone longer than outlined. So think about that the next time you spend 15+ minutes on a phone with a really helpful rep, that because he is helping you may mean that in the end he can wind up terminated and unable to provide for himself and family, because he put your first over the "Silly" call stats he is required to meet.
     
  8. ashykat

    ashykat Well-Known Member

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    Wow, that's pretty bad. I'm not surprised by the call center politics, but at the level of poor service you received. I never had a bad issue with T-Mobile, but I've had one with pretty much every other cell provider I've used. VZW's been okay, but I've already had two calls that lasted 40 mins with them which really doesn't make me all warm and fuzzy inside. As far as not having to worry about the behold becoming obsolete that's also a samsung issue since they aren't updating it. I hope whatever provider you switch to gives you a better experience. The Droid X is a great choice.
     
  9. sparky07

    sparky07 Well-Known Member

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    I don't have any comparisons with t mobile, BUT that is one hell of a story.

    I have the DX and really like it, although it is my first android smart phone.
     

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