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KNOWN PROBLEMS with phones and HORRID Cust. Care

we have been a tmobile customer for ten years.  I work in a refinery and being outdoors all the time I bought a defy.  Makes sense to try to get a water and dust resistant phone, and motorola is usually a quality name so go with the defy.  It does not like being in my pocket and over heats.  On the second phone and second battery, sim, sd, second everything still same issues everyone else has.  Screen freeze, text lag, loss of or inability to send or recieve signal so have to remove the battery every hour if I want to use it.  I have contacted tmobile and been to the stores and basically get told sorry you bought a phone that is **** but we can send you another for $5.  Maybe its a crazy idea for me to  think that two phones same problems might be either the phone being junk or the phones functionality in my world is improbable.  So, i get online to research and keep getting listing for the "community on tmobile" and I think wow lets look.  All the posts I have read all have the same problems with the Defy and the lack of CARE from costumer care or technical support.  When we first signed up ten years ago any issue we had got solved to our best wishes.  If this is tmobile going forward, the fact that know they have phone issues, and just pass the buck to another dept. or company all together we are going to take our money and go elsewhere.  I offered to pay for a phone at a 2 year contract price and was told sorry but you can buy one at full price, or we can send you another defy.  We have 2 phones and a galaxy tab that we got in Nov. of last year and all i want is the ability to use the services I pay roughly 250 a month for.  Not sure what happened to the old tmobile that needed to keep people happy with them but they would never have let this amount of problems go without some attempt to make it right.  If anyone has a solution that does not involve me sending back multiple phones or dropping service I am all ears.

  • 1. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care
    tmo_keith_m

    We want you to continue to be able to trust us as your provider as you have in the past and make sure you are heard, please allow us to look into this further for you if you could just send me a private message with the following information we can see what we can do to help out.

     

    Your name

     

    Your mobile number

     

    Detailed description of the issue (what you have here is fine unless you want to add anything)

     

    private message me by clicking my name and then the "send private message" on the right

     

    Thanks for contacting T-FORCE.

  • 2. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care
    scrannel

    I have had my Defy since they were available in the US and had zero issues.  As far as lagging goes, I ran across this:

     

    "There is a bug in 2.2.1 where the "init" process will run constantly at  like 70% cpu and slow everything down.  I don't know what turns it on,  but once it's running, it's curtains.  Download OS Monitor free from the  Market and run it and see if "init" is running as PID 0, and running  constantly.  You can't force it to close either, it just starts up  again.

     

    The work around is to go into Settings / Applications / Development and  turn USB debugging on, then reboot.  I have no idea why this works, I  found it on another site for another Motorola phone (Droid?).  But it  does work if this is your problem."

     

    comes from here: http://androidforums.com/motorola-defy/353813-phone-become-slow-responsive-after -2-2-update.html

     

    I have seen the debugging setting mentioned in several posts for curing lagging.  Maybe this will help. 

  • 3. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    Ok, I understand the phone may not be complete junk.  It does not work for me and for many others,  I am ok with motorola making a sub par product because as a consumer I can sever my relationship with ease.  T-mobile on the other hand has been my service provider for 10 years and I expect better service in our buisness partnership and this will be much more difficult to sever.  I was really looking for another option we would rather stay with tmobile for loyalty "points" but if ten years cannot ease them selling me a phone that will not function in a manner in which i need it to then they are not worried about me as a customer and we can go start over somewhere else and know that customer service will be crappy.  So yes i am frustrated with the phone and yes I really would like to use my phone whithout pulling the battery every hour, but I am hrrified at how my needs are being treated by t-mobile.

  • 4. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care
    scrannel

    Here's what I'd do:

     

    1) Check to make sure you have the most up-to-date SIM (uicc is now the type in common use and I did have my phone go nuts on me one weekend until T-Mo gave me a sim upgrade -- but those were connection issues).

     

    2) Select the "debugging" option to try to cure lagging issues. 

     

    3) Reformat the SD card or try a different one.  Defy can handle up to a class 6.  But it has trouble with some brands. 

     

    4) Is your network reception solid?  Sometimes (and I have experienced this) if the phone is having trouble finding a 3G connection it will keep searching and cause some lagging.  Get into a wifi environment (and turn wifi ON) or shut off data just to check. 

     

    5) If nothing works... go INTO a t-mo store.  My wife had some issues with her BBerry which by phone-support they would have sent her a refirb or whatever... but in the store they saw how long we'd been with t-mo and just gave her a brand new phone... and completely set it up for her. 

  • 5. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    Same issues with this phone.It sucks.Haveing a new one shipped tomorrow to be my third oneThis one lasted 4 weeks.Went to T-mobile only to be told i cant upgrade but can pay full price since i was haveing issues.Have been a customer for over 10 years with 10 lines on my buisness account.I really just want a phone that works for the buisness i do.Problems with both motorolas included text messages,overall phone useage,virtual voicemail never worked,sometimes a ? would popup when chargeing,to finally this morning after chargeing and booting up it looked like a Hazard symbol with an android next to it.At the store theysaw what was going on.FUNNY HOW THIS MORNING ON THE NEWS THEY SHOWED THE RATING OF CUSTOMER CARE BY PROVIDER.1.VERIZON 2.SPRINT 3. T-MOBILE 4. AT& T.Five of my lines are no longer under contract and i am going to see Verizon tomorrow.When did loyalty go out the window?....Not to mention when they send you a new motorola...the instructions to set up and tranfer are easy to read and follow....THEY DONT WORK THOUGH.

  • 6. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care
    scrannel

    Just curious.  What is your system version (if you don't mind checking)?  Mine is 34.4.9.  2.2.1. 

  • 7. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    UPDATE: well customer service called and gave me what they felt was a rather large credit on my account.  I think it was large enough they could have sent me another model of phone and kept the credit.  But that is still not an option, so I went in and got them to send me another Defy.  It came in Friday and the screen froze up right out of the box.  Here it is Sunday and I am still having to pull the battery out of a phone to use it and it is two days old.  Not sure how this fixes my phone problem but it certainly makes t-mobile's return policy worse.  So there is another defy coming in this week.  When it comes in and does not work and t-mobile doesn't care I will start shopping VERIZON or SPRINT.  Just tired of the whole situation and T-mobile knowing there is issues with this phone and refusing to swap the defy for a model that works is just too much.

  • 8. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care
    scrannel

    Did you try any of the suggestions listed? 

  • 9. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    Where is the version # listed.Looked in the phone and in Instruction book.

  • 10. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    @johnyarbrough To check your current version you press the menu>>settings>>about phone>> and you will see different versions for the blur etc.

    @ckingred Are you currently still working with someone? If not please contact me and send me the following information.

     

    Your name

     

    Your mobile number

     

    Detailed description of the issue (what you have here is fine unless you want to add anything)

     

    private message me by clicking my name and then the "send private message" on the right

     

    Thanks for contacting T-FORCE.

  • 11. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    i have the same version as you do 34.4.9  2.2.1

  • 12. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    @ johnyarbrough Are you still having issues with your replacement phone? If so I would be happy to help if would submit me with the following information if you are not already working with someone.

     

     

    Your name

    Your mobile number and last 4 of social or password

    Detailed description of the issue (what you have here is fine unless you want to add anything)

    private message me by clicking my name and then the "send private message" on the right

    Thanks for contacting T-FORCE.

  • 13. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care

    UPDATE 2.0:  well phone was not out of the box 2 hours before first screen freeze.  So I called and T-mobile was more than happy to send me a step down phone for free(comet).  Well I didn't want a step down phone I wanted a comparable phone,  and they were more than willing to send me any phone I wanted and were more than willing to push phones.  Great I tell the guy to call me back in 30 min so that I can look on the website at phones and options.  He calls back and I am not sure where his 2 year contract extension prices came from because I could not find anything like the $ he was mentioning.  So, he talks me down from a phone I was interested in because I am trying to play fair, this guy seems to be wiling to help.  Then comes the kicker, the phone has to be paid for right now.  No put it on my bill option like every other upgrade I have done in the last 9 years, my wife's account is ten years old.  Just seems ludicrous that not only am i going to sign a new contract I have to pay out of pocket right now for a phone?

    MORAL:  going back to g1 and samsung t589 until my wife's contract runs out in mid 2013 and then we will shop around,  Maybe check verizon and sprint, even nextel because they have phones geared towards the use of the defy.  Any service I go with might as well be anyone since I am just anyone and I will stay away from Motorola since they do not back their products and admit when mistakes have been made. 

  • 14. Re: KNOWN PROBLEMS with phones and HORRID Cust. Care
    scrannel

    Was the phone fully charged before the screen froze? 

     

    Have you tried any of the suggestions listed? 

     

    The SD card, SIM and reception are three possible sources of trouble.  If, for example, you get another phone and take a bad sim from your old one and put it into the new one, your problems will continue.  Take a look at this forum, the US Defy moto forum and others: the number of posts is low.  This suggests that the vast majority of Defy users are not having issues. 

     

    Personally I would never go to Sprint or Verizon as they are CDMA and I can't use a CDMA phone in Europe.  Also, wifi calling is a service the other big three don't have.  My wife has a t-mo branded BBerry (with UMA, that works better than wifi calling).  You might look at those phones.  If you don't like the Defy, I believe the point is to get a phone you do like, not just to "punish" a provider by switch to another... and you will not find them to be any better or worse than t-mo.  My son is on at&t, my friends on Verizon.  They hate them. 

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