You just don't get it! This is the sort of canned response I am talking about. This is what frustrates your customers! This is the source of the issue. And yet you are incapable of making an effort to address it. We do not want to hear the same "no information at this time" reply from you anymore. It has been months on end with this issue and your customers deserve a conclusive answer. It is obvious you didn't even take the time to read my original post and truly understand the nature of the problem. What we want is a final decision, and someone to show the initiative to get one, not another lemming.
When you reply the way you did, there are a couple of ways it will be understood by your customers:
- My service provider received my concern and read it in its entirity but did not care enough to address the real issue, rather copy/pasted a canned respose to clear the issue from their queue.
- My service provider received my concern and did not read further than the thread title, opting to copy/paste a canned response designed to string along the customer until they give up and go away.
With this reply, it is clear that this is not a forum to communicate with your service provider, but simply a front line to repel as many of the complaints as possible in hopes of outlasting them instead of resolving them.
By the way, where's the "Incorrect Answer" button, or the "Unhelpful Answer" button???
Very Poor Customer Service Alicia. You fail.
Thanks for understanding. I disagree however, as Alicia's answer is not accurate but deflective. It's meant not to answer the original question, but to redirect the conversation in a direction to avoid addressing the issue.
I also disagree with you regarding your quote "if Samsung hasn't told T-Mobile a definitive answer", that in itself is an incorrect statement. Samsung is not responsible for releasing Gingerbread to the Vibrant, T-Mobile is! Samsung only releases a Gingerbread build to the providers so that they may put their interface layer on top. We already know that Samsung has released Gingerbread for Galaxy phones because Verizon, Sprint, and AT&T have already added their UI's and updated their devices. We also know that Samsung has provided T-Mobile with Gingerbread because T-Mobile has already updated the Vibrant 4G with Gingerbread.
This is on T-Mobile. They have to address this, no one else is to blame.
Still waiting for gingerbread...thats sad...head over to xda and flash ICS...I've been running it from last 24hrs...believe me I just love it...I have put my SGS2 aside to use vibrant as primary phone .
Here is link - http://forum.xda-developers.com/showthread.php?t=1362961
Move on my friend...don't waste time waiting for gingerbread here...TMO and Samsung are done with Vibrant...now you've to be on your own
That is the only answer that this level of the TM hierarchy is allowed to give, unless there is a specific and imminent plan to release an update. You are banging on the wrong door for something like this.
I sent the following email to the Executive Response email address last week. I have no particular level of confidence that I will get a response, though they have contacted me before on the only other occasion I raised an issue with them....and the issue was fixed - though I can't say I had anything at all to do with the resolution.
Here's what I wrote:
"Please understand this is NOT another request for an Android operating system update for my T-Mobile phone. You must get enough of those every day.
This is, however, another angle on the same subject.
The question here is why, when you have apparently taken a decision not to proceed with an update, you do not inform your customers of that decision, so that they can make decisions about replacement devices etc, and move on?
The specific case in mind is the Samsung Vibrant, which is now 18-months old since its launch.
- Virtually every other variant of the Samsung Galaxy S, including those for AT&T, Sprint, Verizon, C-Spire and US Cellular, as well as the Canadian and international editions, have ALL received an update to the Gingerbread release of the OS.
- Several other Samsung devices in the T-Mobile portfolio have also received updates to Gingerbread, while the Vibrant shows no signs of being a part of that update program.
- Unlike the previous update to Froyo, there have been no pre-releases of beta ROMs for Gingerbread into the developer community.
Bearing in mind the age of the device, every sign, therefore, suggests that you have already made a firm decision NOT to proceed with any further updates on this device.
I can think of a host of reasons why such a decision would make sense, so I would not be disappointed, if you were to confirm that you are done with the Vibrant. On the other hand, it confuses, irritates and disillusions many of your customers that T-Mobile will not make a outright statement that there will be no further updates for this model, or any other with similar status, so that they can make plans and move on.
Can you please explain the reason why you remain silent when it seems apparent you have decided to close the book on a device, particularly one of your biggest selling models?
This isn't a request for you to say something about what you might/will do, but to say something about what you won't do.
You must understand that the last year has placed a considerable strain on the trust relationship between the company and its many, formerly loyal customers. Taking a small step to re-build that trust by being open and honest wherever possible is not only advisable, but essential.
PS. You are wrong to infer that the availability of GB for the Galaxy S 4G means that a build for the Vibrant has been made available to TM by Samsung. The manufacturer makes the ROM for each specific device and hands it over to TM for testing. It is possible that they have done so for the Vibrant, but it is by no means certain and the fact they have done it for the Galaxy S 4G has no bearing whatsoever.
Thanks for the intelligent and constructive response. You do get it!!! This is all we are asking for after all, and this should be the argument we all make to the executive team at T-Mobile. Can I use your email content as is and send the same letter to the same address? I would like to show them that more than one person holds this point of view. And if enough of us do this, I think our odds of getting a conclusive response would increase. If you can, please post the executive response email address so we may do the same.
PS. Thanks for clarifying my inference, you are right, it is not certain that they have provided the Vibrant buuild.
The Apple 3GS will run the latest version of iOS. That is the single reason I will reluctantly go back to the iPhone. It's sad, I really like T-Mobile.
My Vibrant is a great device, except for the absolutely inexcusable GPS. It has plenty of horsepower to run Ice Cream Sandwich, but obviously an official version of Honeycomb, much less ICS, will never be released for the phone. The Android Software/Hardware eco-system prevents it.
It looks to me like T-Mobile is supporting 37 different Android phones, each one requiring a customized version of any Android release. Google is releasing new versions of Android every six months. It's insane. There are simply too many permutations and too many players in the critical path (in this case Google, Samsung and T-Moble) to get a new release built and out the door for every phone capable of supporting the release. It isn't surprising that Samsung and T-Mobile have little interest in shipping Gingerbread for the Vibrant. It's just more work of questionable value for ever increasingly over-streched development and support teams. It's a system that is built to fail.
June 2009 - Apple releases the 3GS
Oct 2009 - Google releases Eclair
May 2010 - Google releases Froyo
June 2010 - Vibrant launches with Eclair
Jan 2011 - T-Mobile releases a Froyo build
Oct 2011 - Apple releases iOS 5
Well it looks like you indirectly got your answer. T-Mobiles lack of response is beginning to speak volumes.
I was so exicited when I first got my Vibrant. As the bugs and issues showed up I hoped the software fixes would take care of it (excluding the GPS fiasco). I didn't want to root. I bought a product that was supposed to do all kinds of wonderful things without it.
Now that my wife needs a new phone and my upgrade is available in May, I'm going to have to take a real hard look at renewing with T-Mobile. My employer offers a discount from Sprint and Verizon but I didn't like the thought of switching services because I WAS happy with Tmobile. Product support is one of the things I look at when making purchases. Seeing how this was handled makes me apprehensive about buying anymore smart phones from T-Mobile.
haddadf and philyew,
Thanks for your efforts in trying to get us a direct answer.