"No one else has reported GPS problems" anti-BS poll

[sremick]

A lot of times, when a person calls AT&T or Samsung and reports a problem with the GPS on the Captivate, they'll be fed the standard scripted "No one else has reported this problem" or "You're the first to report this". It'd be nice to have something concrete to counter that with. Hence, this poll.

Now you can say: "Actually, I know for a fact that there are X people who have reported this to you, so either you're lying to me or your internal ticket tracking system is useless... neither reflects well upon your company."

 

[Cuerbo]

You should create an option for "I simply choose to ignore the problem and use my Garmin"

 

[alphadog00]

What is the point? - you can say you have sworn affidavits from 500 people that reported the problem - the tech is still told to report that "it is the first i have heard".

 

[Jack45]

You should create an option for "I simply choose to ignore the problem and use my Garmin"

Cuerbo - I'm not trying to stir up anything, but didn't you bail on the Captivate? Do you still have a dog in this fight?

(sorry, OP - very minor, brief hijack)

 

[iploya]

either you're lying to me or your internal ticket tracking system is useless... neither reflects well upon your company."

Right on!!

 

[sremick]

The point is that it's like recycling. Individually, it doesn't accomplish much. You're not going to save the world (or get your issue addressed) by pushing back on your particular phone call. However, in numbers eventually there's the chance to get the point across that we're not naive consumers, and that the stock lie reply isn't acceptable. Even low-level employees occasionally have weekly/monthly meetings with their bosses/supervisors/managers and get a chance to voice concerns and talk about what's working and what's not. Given enough effort and time, the word can be pushed up and change can happen.

It's a matter of doing the right thing and fighting the good fight, no matter the odds of direct and immediate payback. We have to work as a collective.

 

[Cuerbo]

Contributing to the post, last time I checked that was still allowed.

 

[yahoowizard]

Cuerbo - I'm not trying to stir up anything, but didn't you bail on the Captivate? Do you still have a dog in this fight?

(sorry, OP - very minor, brief hijack)

If you do create the third option, you can see how many people didn't say something compared to the people who have. I mean, if you had 500 people who complained all over the country out of several thousand users, that's still useless. As for whether or not they know anything, I think, for sure, we can say that
1. The Captivate has GPS problems
2. AT&T and Samsung are aware of this problem
3. Samsung is working to fix the GPS problem, as well as bringing Froyo to the Galaxy family of phones.
I just don't get what this thread is trying to say other than the fact that the guy you called was pretty dumb, inexperienced, or just the new guy. The only two things we can do with the GPS problem is to wait it out for either Samsung or other random people to bring out the GPS fix, or just ignore the problem and let it go.

 

[Endoran]

If you do create the third option, you can see how many people didn't say something compared to the people who have. I mean, if you had 500 people who complained all over the country out of several thousand users, that's still useless. As for whether or not they know anything, I think, for sure, we can say that
1. The Captivate has GPS problems
2. AT&T and Samsung are aware of this problem
3. Samsung is working to fix the GPS problem, as well as bringing Froyo to the Galaxy family of phones.
I just don't get what this thread is trying to say other than the fact that the guy you called was pretty dumb, inexperienced, or just the new guy. The only two things we can do with the GPS problem is to wait it out for either Samsung or other random people to bring out the GPS fix, or just ignore the problem and let it go.

The kind of people that buy state-of-the-art smart phones are not the kind of people that just let things go. You state a good point that the guy/gal on the other side of the line may just be the new person. However, like sremick said if you bring up empirical-esque data about how many people do have a GPS problem they are more likely to report it to supervisors or at meetings etc, like was said earlier. Also, I believe at&t's official position would be that the last update "fixed" the GPS problem...that is if they ever "officially" admitted that there ever was a problem - which they didn't until they had a "fix" (optimization, whatever). How nice is that to be able to have the fix the same day you indirectly admit there was a problem! But none of the aforementioned matters. I'm positive at&t and samsung know that the GPS problem still exists. What matters is being told something by a dumbass tech support person who thinks he/she is in a position of power/knowledgeable and knowing that what he/she said is dead wrong. This could potentially provide some verbal ammo to fire at him/her, at the very least to vent. Really this is all about you, the person who's calling and being told a lie and your ability to counter. Because in all likely hood, unless tens of thousands call that is all this will ever amount to.

 

[mckooter]

didn't complain, gps works great btw

 

[reinbeau]

The kind of people that buy state-of-the-art smart phones are not the kind of people that just let things go.

Well, I do think there are plenty of non-techie people who are going to be wowed by the screen and buy the phone, and never really realize how broken certain parts of the phone might be - because all they do is make calls and web browse.

 

[Jack45]

The OP stated, in part: "It's a matter of doing the right thing and fighting the good fight, no matter the odds of direct and immediate payback."

+ 1000 on this. A principled individual is one to be admired and emulated.

Now my take.

The results of this poll or any other desire to make empirical data meaningful to AT&T should be directed to their executive offices. Expecting CSRs, either new or seasoned, to bubble up the fact that they've been called on BS is, shall we say, of lesser consequence? (Euphemism for don't waste your ****ing time.) I have little patience for CSRs who proffer replies extracted from an orifice which, at the time, is comfortably staring like a cyclops at the chair in which they sit. For that reason I direct constructive criticism elsewhere within their organization for a better chance of being seen and acted upon by individuals who are less likely to have a mindset driven by "hang up, next."

 

[redvettez06]

My GPS occasionally won't work but it has been 95% good for me. I just bought my phone (from Amazon if that matters which it probaby doesn't) last week. So far other than an occasional browser shut down (and one random reboot after a browser shutdown) my phone has worked pretty good. Let's hope Froyo fixes most of the problems other people are having. I smell a recall or something in the near future. I mean, think about the RROD problem with the 360. The GPS problem (among others) seems just as bad.

 

[sremick]

My GPS occasionally won't work but it has been 95% good for me. I just bought my phone (from Amazon if that matters which it probaby doesn't) last week. So far other than an occasional browser shut down (and one random reboot after a browser shutdown) my phone has worked pretty good. Let's hope Froyo fixes most of the problems other people are having. I smell a recall or something in the near future. I mean, think about the RROD problem with the 360. The GPS problem (among others) seems just as bad.

Please keep discussion in this thread strictly about the poll. We don't need yet-another catch-all generic GPS thread. There already is one here:

http://androidforums.com/samsung-captivate/187594-all-things-gps.html