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So, I get my new Samsung M610 and call CS to do ESN swap. This is around 7pm last night. Rep tells me she can't activate the phone on my current Sero plan and that I have to switch to different plan. ????????? She's like I can switch you to a $39.99/450min/nights@7 plan. I say but I will lose my unlimited power vision/pic mail/video mail and she says yes you will, so do you want to switch. Hello, McFly? Of course not. $10 more for 50 less minutes and no power vision/pic mail/video mail. You do the math. She puts me on hold and says it's possible to activate on current plan but tech support will have to do it but they're extremely busy tonight can they call me later, okay. I wait an hour and decide to talk to business cs. Their response: You can't activate phone because you're not in an EVDO area. I say that I already have a power vision phone activated on the other line (A920). She says sorry but that's what the computer is telling me. Click. Wait another hour to see if tech support calls me, nothing. Call cs again. Guy says something about having to disable my power vision on the phone in order to activate. What??????? I tell him I have a power vison phone activated on other line with no problems. He puts me on hold and comes back and says he'll have to transfer me to tech support. Girl on tech support asks me I kid you not 8 times for the ESN#. Finally she says the computer says you have a blackberry so I have to transfer you to blackberry group. ?????????? I tell her I'm holding the phone right now and it is definitely not a blackberry. She says well that's what the computer is telling me. I say look, I know what a blackberry is and the phone I'm holding is not a blackberry, it's the new Samsung M610. She says I'll have to transfer you to advanced tech support. This guy says oh, you have a sero plan. I'm gonna have to do some stuff, should be a few minutes. 15 minutes later I finally get my phone activated and it's now 10pm. Ridiculous!!!!! 3 frigging hours to do an ESN swap. :bang:
asf4588
12-29-2006, 09:31 AM
I have this phone for couple hours working in my plan ( SERO) and I didn't have problems to have it activated. Call to Business Dpt. and see if they can help you.
A similar thing happened to me regarding power vision. She was so sure that i didnt have it in my area when I most certainly did. It took 20 mins to activate my Sanyo. Then she called it the Sanyo MI instead of the M1.
lcyals
12-29-2006, 09:49 AM
Yeah, I know. I explained to the rep that I already had a power vision phone activated on my account and it worked fine. It was just very frustrating.
asf4588
12-29-2006, 10:30 AM
YEap... The same happen to me with my first RZR .
Scrumptious
12-29-2006, 12:58 PM
Guess I been lucky have not had a problem and I have done so many ESN swaps in the past couple months I could have.
I even switched sero plans to get more minutes without a problem.
jivey
12-29-2006, 05:46 PM
Wow..since when did it matter whether you have PV in your area when you are trying to activate a phone. Was it because it was a SERO plan?
jumonjii
12-29-2006, 07:15 PM
Moral of the story..... call tech support when you want your phone activated, not customer service.
Tier 1:
866-273-2163
Technical Support Tier 2:
866-588-9907
MidwestDrummer
12-29-2006, 11:03 PM
Moral of the story..... call tech support when you want your phone activated, not customer service.
Tier 1:
866-273-2163
Technical Support Tier 2:
866-588-9907
Just out of curiosity, what is the difference between the two tiers?
lcyals
12-31-2006, 03:37 PM
Just out of curiosity, what is the difference between the two tiers?
I don't know but the lady at tech support didn't seem to know what she was doing. Asked me like 10 times for ESN # and then insisted that I had a blackberry. Advanced tech support guy did a couple of minutes of research, saw I had a SERO plan and said oh yeah, it'll take me a few minutes but I'll get it done for you.
jumonjii
12-31-2006, 03:40 PM
The differences is one tier is smarter than the other.
tier 1 handles basic technical issues that customer service can't.
tier 2 handles issues that tier 1 can't figure out.
The problem I see with most of these companies "tech support" is that they blindly accept the computer's information.
If the computer said you were trying to activate an Ipod, they'd believe it.
poorlyduck
12-31-2006, 04:21 PM
If the computer said you were trying to activate an Ipod, they'd believe it that is so funny :haha:
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