6 Replies Latest reply: Oct 3, 2011 10:03 AM by deltabravoks RSS

MyTMobile Contacts will not transfer to phone

You all may find this interesting.  I have had a new phone (Samsung Galaxy S 4G) for about six weeks.  Unfortunately I have 523 contacts on MyTMobile.com that will not transfer to the phone.  I have literally talked to two dozen different people with tmobile over the last six weeks and spent at least five hours on the phone with them (just an hour alone tonight).  I've had every story from "that feature doesn't work" to "that feature may not work" to "there is no reason that feature shouldn't work" to "I have the exact same phone and it works just fine".  I've been over every setting several times.  I've spoken to supervisors, been hung up on, been transferred to endless IVR, had supervisors refuse to open trouble tickets for me, spoken to an engineer, had trouble tickets randomly closed because "it's fixed", told how I should feel, hears "sorry" at least a hundred times, and still I have no contacts.

 

Do any of you feel that T-Mobile is doing their best to retrain their customer service representatives to the AT&T method of customer service?  It sure seems that way.  I have been with them since OmniPoint was merged in to VoiceStream.  I've never had as poor of customer service as I have had in the last year.  They used to seem to care about customers with problems (especially customers who have been with them for more than a decade and paid their bills) but they don't care at all now.  Even supervisors hang up on you and refuse to give you service.  They don't have their stories straight, but they are very good at saying "sorry".  They seem to relish in this cruel joke they are playing on me.  Maybe I should stop paying my bill and see what kind of service I would get then.

 

Verizon is the only cell company I've never been with--maybe it is time to give them a try.  All I have to do is wait out my contract and then my options open.  Good luck to you all.

  • 1. Re: MyTMobile Contacts will not transfer to phone

    If you still have the phone, have you had any recent luck?

     

    Also, what was the previous phone that you used before getting the Galaxy S 4G? I ask because there are much faster methods of backing up and restoring contacts. Android devices allow you to export contacts to the SD card to be imported on a new phone. Or you can also utilize the wireless backup feature with Google.

     

    Maybe there is another way around this to avoid the T-Mobile.com contacts feature.

  • 2. Re: MyTMobile Contacts will not transfer to phone

    Tap menu, tap settings. scroll to "accounts and sync" You will see "t-mobile contacts" tap that and make sure that you check the box to sync contacts. tap done or save. Once this is done, be patient while the phone communicates with the server and syncs your contacts. shouldnt take more that 5 or so minutes.

  • 3. Re: MyTMobile Contacts will not transfer to phone

    Sorry, I can't even remember what the old phone was.  However, it died--that was the reason it was replaced.  I have literally spent more than 7 hours on the phone with T-mobile, including an engineer.  I have tried everything they have suggested, heard everything from "I have one, it works great" to "It can't be done", to "I won't create a trouble ticket", to being hung up on by supervisors and first-liners alike.  They are absolutely clueless!  It doesn't appear, however, as this is a common problem (or no one reads these boards).

     

    Thank you for responding.  It is nice to know there are people out there.

  • 4. Re: MyTMobile Contacts will not transfer to phone

    Thanks for the suggestion.  However, I've tried this while on the line with technical support.  There are errors when they (or I) try to sync from MyTmobile but, like most web applications, there isn't much of an error (other than "an error occurred") and there really isn't anyone that supports those applications or has a clue as to what is going on (or how to debug a simple communication application).

     

    It has now been 7 or 8 weeks and they have no interest in solving the problem.  They've created three trouble tickets and the first two of them were closed after about 13 days as "fixed".  I'll call today (and probably find the've closed the third one).  It seems as though they routinely close open trouble tickets without communicating to the customer and erroneously mark them as fixed.  Their stats must look bad if a ticket is open for more than 13 days and, I suppose, if they mark them "fixed", it makes them look better.  I guess playing to the internal stats looks better than satisfying (or even trying to satisfy) the customer.

     

    Their service has certainly gone downhill over the last 13 years.

  • 5. Re: MyTMobile Contacts will not transfer to phone

    deltabravoks wrote:

     

    Thanks for the suggestion.  However, I've tried this while on the line with technical support.  There are errors when they (or I) try to sync from MyTmobile but, like most web applications, there isn't much of an error (other than "an error occurred") and there really isn't anyone that supports those applications or has a clue as to what is going on (or how to debug a simple communication application).

     

    It has now been 7 or 8 weeks and they have no interest in solving the problem.  They've created three trouble tickets and the first two of them were closed after about 13 days as "fixed".  I'll call today (and probably find the've closed the third one).  It seems as though they routinely close open trouble tickets without communicating to the customer and erroneously mark them as fixed.  Their stats must look bad if a ticket is open for more than 13 days and, I suppose, if they mark them "fixed", it makes them look better.  I guess playing to the internal stats looks better than satisfying (or even trying to satisfy) the customer.

     

    Their service has certainly gone downhill over the last 13 years.

    Well, it *should* work and there's something preventing the service from working.

     

    When you log into my.t-mobile.com, which device appears as 'your' device that you are currently using? Is it the Galaxy S 4G? Or is it another device?

     

    Finally, if all else still fails there's a long workaround that may just work. Since all Android phones support import/export of contacts, using any other Android phone with your SIM card and SD card may force the contacts to download to that loaner phone. Then, in Contacts, you go to Settings > Import/Export. Export to SD card, then place your SIM and SD card in your new phone and follow the same steps except now you want to Import from SIM card.

     

    Finally, back up all your contacts to your Gmail account. This is a much better way to manage contacts.

  • 6. Re: MyTMobile Contacts will not transfer to phone

    "When you log into my.t-mobile.com, which device appears as 'your' device that you are currently using? Is it the Galaxy S 4G? Or is it another device?"

     

    Yes, the correct device appears.  Both support and myself have been in mytmobile and tried to force the sync and no luck.

     

    I've had the suggestion from one tmobile support rep to try the SIM/SD thing, but A) I'm not interested in messing up my wife's android phone in an effort that would not ultimately fix the problem and B) losing new contacts that don't sync because the sync never worked.  We could always key in the 523 contacts to the phone, but ultimately it is important that the tmobile backup works so that the contacts aren't lost from phone to phone.  This is another reason not to sync with Google.  I'm just expecting their systems to work as advertized, not to come up with a workaround that masks the symptoms but does not fix the problem.

     

    Thank you for your suggestions.  If they "never" get this fixed (and I don't really know what that means as I've been dealing with this for weeks--I guess when I finally give up) we will probably try some other option to get the contacts in the phone, then wait out our contract and switch to a provider that actually performs customer support (if there is such a company).