T-Mobile's iPhone customer support

**orangekid** · #1 (**permalink**) 10-12-2010, 05:29 PM

So I was having just a little bit of an issue getting MMS to work on a 3G. I could send but got an error when I was receiving them. Tried a bunch of settings and nothing seemed to work. So I got on a chat line with a Tmobile tech person and told them my issues. What's so funny is that I know people who give me horror stories about ATT support. This lady seemed to know iPhones better than any ATT rep.

She didn't ask me how I was using an iPhone on tmobile or anything, just got down to business. First she gave me some APN settings to try for WAP and for MMS, we went back and forth and realized the APN settings were not going to work. Then she tells me to open Cydia and search for a specific carrier package that would update some more settings on my phone. She obviously knew the iPhone was jailbroken if I was getting tmobile service, but having an actual tmobile service tech person tell me to get on Cydia and start downloading packages seemed pretty funny to me. So I installing the right packages + reset everything looks to be working fine.

The whole thing was pretty surreal.

I damn near started asking her if by any chance she could give me the Desire HD source code so I could get the damn camera working on my HD2 ROM, but decided not to press my luck.

NIKKG · #2 (**permalink**) 10-14-2010, 08:40 AM

Are you paying the 5.99 for the T-Zones internet hack or 9.99? The best I can do was get my girl the 9.99 plan because T-Mo said they don't offer the 5.99 plan anymore.

**Oridus** · #3 (**permalink**) 10-14-2010, 09:49 AM

One thing that you have to realize,
Is that att tech reps are only allowed to give a limited amount of iPhone support. They are trained to do so much, for in depth support you have to user apples support line...

It's something that apple dictates to att and has them do, not att's choice.

Apple makes a ton off support calls. ($29.99 a pop after the phone is older than 90 days).

So just keep that in mind when you attack att reps like that for "not knowing iPhones better than tmobile reps". It's not by choice..... Blame apple for that one. I say you got lucky on your end and I congratulate you for that.

Sent from my HTC Liberty using Tapatalk

**orangekid** · #4 (**permalink**) 10-15-2010, 09:48 AM

If they wanted to learn how to support the phone they could. There's no agreement that they need to be ignorant about it.

**Dr.8820** · #5 (**permalink**) 10-15-2010, 09:55 AM

i'm in complete awe of tmobiles' customer service. my screen is acting funny on my hd2. took it to the tmo store, they give me cs. cs apologized repeatedly, told me they were sending a brand new 1, and to keep everything but the phone. a+ from me!

**Oridus** · #6 (**permalink**) 10-15-2010, 09:57 AM

Quote:

Originally Posted by orangekid

If they wanted to learn how to support the phone they could. There's no agreement that they need to be ignorant about it.

That's where you're wrong. Att reps are trained for basic device support, anything in more detail they have to refer to apple.

Sent from my HTC Liberty using Tapatalk

**orangekid** · #7 (**permalink**) 10-15-2010, 11:49 AM

Quote:

Originally Posted by Oridus

That's where you're wrong. Att reps are trained for basic device support, anything in more detail they have to refer to apple.

Sent from my HTC Liberty using Tapatalk

you're telling me if they know how to help you they are not allowed to?

If that's the case then ATT is stupid for signing a contract like that with Apple, hopefully VZW won't be as obtuse.

**Oridus** · #8 (**permalink**) 10-16-2010, 12:41 AM

Meaning the majority don't know and you got lucky for getting someone who did because iphone support isn't something that att is trained on because it's not their responsibility. Apple would rather make money off fools too stupid to google than have att give out support for free.

Sent from my HTC Liberty using Tapatalk

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