A letter to Sprint, HTC, and Android…

This is my letter to anyone within the Sprint, HTC, and Android organizations who will listen to my plea for an actual quick and final solution to my phone problem…

✉

Hello,

I’m writing to inform you of a problem that I’ve had with Sprint customer service, HTC‘s hardware, and Android‘s operating system.  I’m not sure what kind of answer or resolution I’m looking for.  I just feel the need to tell someone or everyone how unacceptable Sprint’s service (or lack thereof) has been lately as related to multiple HTC or Android errors.

It started about two weeks ago, shortly after I applied the latest update as prompted by the phone.  My original HTC EVO 4G LTE purchased only in September started going crazy.  The screen would freeze, become slow or completely unresponsive.  It would eventually load a screen that looked like TV static… only not moving.  Naturally, I took it to the Sprint store.  They also tried to blame the problem on various apps and settings. They did a soft rest, a hard reset, and even apparently looked up the problem on the internet.  I had to leave my phone overnight and pick it up the next day.  Well, the next day I was given a new or refurbished phone.  The store employee said he couldn’t tell if it was new or refurbished.  He said it might be new because the phone itself was rather new and they might not have refurbs yet.  I find it hard to believe he couldn’t tell a new phone from a refurbished one.

So, after updating the new phone, reinstalling some apps, and setting everything up the way I had it on the old one…  I started to notice a minor annoyance.  If I opened a browser link through Facebook, email, or Twitter it would immediately close after it fully loaded.  I took it to the Sprint store that Saturday morning.  Again, they did the soft & hard resets, and tried to blame it on an App.  They changed some settings in the phone that were telling the phone to look for a 4G network.  When I went back in after leaving the store & running into the browser-closing problem again…  The next guy changed that setting back and told me that I shouldn’t have changed it… and wouldn’t listen when I told him the last guy had just changed it.  Oddly enough, I was told that the 4G network would be in the area by January when I purchased the 4G phone.  When I told the person helping me at the Sprint store that I was told that… he says they were never given a timeline.  Is lying part of your training as a Sprint customer service representative or sales person?  What about intimidation and making someone feel like they’re not using their phone properly?

I was persuaded out of getting a 2nd replacement phone.  I was told to delete all of my apps, add them back one by one to see which was causing the problem.  The browser-closing problem was happening even without any added apps.  Now it was shutting the phone off each time the browser crashed.  I can assure you that I’m not an idiot when it comes to technology.  I was told I was part of a percentage of HTC users that were having a similar problem, and that a replacement phone could potentially have the same issues… and to wait for HTC to make the next update.  So, the solution was to wait?

My phone has taken to shutting itself off all week at random intervals.  I can be talking on the phone, using Facebook, or not even be near the phone.  It just shuts itself off.  It comes back on, and I send HTC an error report.  Where do these error reports go?  Do they do any good?  Is anyone working on the problem?  Is this an HTC problem, or an Android problem?

Well, I waited a week.  This Saturday I went back to the Sprint store, looking for a replacement phone.  I work on the road & I have a pregnant wife.  I need my phone to be functioning properly all the time.  Again, we went through the hard reset option, and my apps were blamed. “Unfortunately Android is an open system” they said.  “It must be a bug.”  What about this mysterious problem that a certain percentage of HTC users had encountered?  (I wish I could remember the percentage, I was told 10% or 20%, I believe.) A week has gone by with an apparently large bug issue, and nothing has been done about it?

All clean!

I was advised to install the Lookout app.  I guess that app’s OK.  I was told it would hunt out any apps that were messing up my phone.  So, another thing to add to my monthly bill…  Of course it’s not free or a one-time fee.  As I tried to download & install Lookout, my phone shut itself off.  I handed it to the woman assisting me, and it shut off for her again.  She took it back to the technician.  Again.  Their advice was to run this app, and hope for the best.

Upon walking out of the store, I ran the app & it found no problems with any of my installed apps.  I went back into the store, and this time they decided to put in a “ticket” for a replacement phone.  I really have to wait again?  A phone may be in by Tuesday.  Again, I will have to re-download my apps, re-import my contacts, put all of my settings back.  This will be the 5th time within the span of three weeks.

I left the store hoping to go on about my day, & my phone went into some “HD media link” video after hanging up on my wife in the middle of a conversation where I was expressing to her my exasperation with the entire situation.  I went back to the store asking for the next level of solution.  An entirely new phone?  I’m not eligible for anything other than the ridiculously outrageous full prices because I’m not eligible for a new phone, or wouldn’t be singing up for a new line.  I have been a Sprint customer for over 10 years.  You would think that would carry some sort of weight.  You would think I could “split the difference” in purchasing a new phone with some kind of discount.  You would think a quick affordable solution would be offered instead of feigned apologies & being told to wait.  I feel like I might as well have been talking to the brick wall in front of the store.  It would have offered the same resolutions & peace of mind.

The early termination fees are the moral equivalent of extortion.  I am tempted to move all five lines in our plan to another carrier.  For what we pay for 5 lines total per month, you’d think Sprint would like to keep us happy.  Once all the 2 year limits are up (and they’ll all be happening around the same time), we will be moving to another carrier.  I know that Verizon has better signal/coverage in our area anyway.

I think that HTC and Android may find it interesting that Sprint employees routinely verbally (pardon the expression) shit all over the hardware, firmware, software & apps before any diagnosis is even made.  Perhaps you ought to review your arrangements with how Sprint “supports” your products.

HTC ought to be a little more transparent as to where the error reports go…  and maybe perhaps respond to them?  Let someone know that you’re working on the issue.  Maybe let Sprint or other carriers know if you’re having a major issue or if you get 10+ error reports from the same phone in one day.

If anyone can offer a solution or explanation that doesn’t throw another entity under the proverbial bus, I’d love to hear it.  I just wanted to let everyone involved see how poorly their products & services are being represented.  Writing this & eventually blogging it will hopefully be therapeutic.  It’s an added bonus if it helps bring to light a seemingly never-ending careless customer service loop, and even better if it gets something resolved.

Thank you for your time in reading of my misadventures, I hope to hear your thoughts.

Disgruntled & disgusted,
-Eric

✉

Some more phone info if you need it:

Error Report – Pg 1

Error Report – Pg 2

Phone Info

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• Sprint’s HTC Evo 4G LTE joins the Android 4.1 club (reviews.cnet.com)
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• The Google Android party has begun (reviews.cnet.com)
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• Sprint Connections Optimizer: Friend or foe? (pocketables.com)
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• Sprint to roll out pay-as-you go contract free service (digitaltrends.com)

Sprint Fail (Photo credit: evo_terra)

Cellular Menaces (via 3kalb)

Here I’ll link you to a great post by 3kalb.  I hate cell phones in public places.  It’s annoying, it’s rude, it’s ridiculous.

Do you not realize that the others around you are annoyed by hearing half of your conversation?  Do you not care that you’re holding up the line?  Do you not care that you’re broadcasting intimate details of grandpa’s prostate operation to everyone?  Do you not care that you’re talking at 3x your normal volume level?

Of course not.

By the title, I hope that– *ring ring ring* Oh I’m sorry, I forgot I was talking, my phone went off and I just had to take it. Let me finish my opening statement. I hope that it is obvious where I am going with this pet peeve. Simply put, cell phones are a major nuisance and addiction that cannot be stopped! Where do I see cell phones? In schools. In offices. In cars. In malls. In fastfood establishments. In restaurants. On the streets. On the b … Read More

via 3kalb

PUT. IT. DOWN.

Related articles

• Cell phones : a hidden danger (access2010.wordpress.com)
• How the ‘Cellular’ Phone Got Its Name (textually.org)
• Top 6 Cell Phone Myths (mycricket.com)
• The First Cell Phone Call Ever Made (mycricket.com)

Score! Free movie passes…

If you read my recent rant about going to the movies, and then read my email to & the response from the theater, they you knew this was coming.  But, it’s cool that they’re actually here.  After the last response, I did reply via email to Mr. Wilson:

From: Eric Carroll <me@my.email.address>
To: Shawn Wilson <swilson@cinemark.com>
Sent: Thu, August 12, 2010
Subject: Re: Contact Us: Quality of service at a theatre

Hello Shawn,

Thank you for the reply.  I understand that you must also be frustrated with the behavior of your patrons.  My wife & I would very much appreciate two movie passes, thank you for the offer!  My mailing address is…

Eric Carroll
XXXXXXXXXXXXXXXXXXXXX
Pittsburgh, PA  XXXXX

You do have a great new beautiful theater… hopefully over time, you’ll be able to have the staff available to spot & weed-out the troublemakers.  Ha… too bad that texting is one of the bans… I’d certainly have no trouble texting the theater to point out moviegoers causing a distraction for others!

Have a good day,
-Eric
.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

And, then today, this was in my mailbox when I got home:

Cinemark Letter & Rain Check Passes

It’s cool that it can be used for any movie any time.  I had wondered if there would be any odd restrictions. I am serious abut the texting to report troublemakers though.  If there was a “text complaints to this # to alert managers of a disturbance/error during the film” kind of thing… it would work out pretty well… except that texting during to movie is one of those things that’s already frowned upon.  They need those buttons like they have at the bowling alley… ha ha.

At any rate, we’ll have to get back out there soon to catch a free show!

We can’t change the way people act.

So, did you read the one about our last trip to the movies?  I know it garnered more comments than most of my posts.  Comments are always appreciated!  At any rate, we have somewhat of a conclusion.  I let the theater know about our evening via webform:

From: me@my.email.address [mailto:me@my.email.address]
Sent: Monday, August 09, 2010 10:08 PM
To: SiteTheatre
Subject: Contact Us: Quality of service at a theatre

Hello,

I my wife & I recently went to the new Cinemark in Robinson on a whim, and we had an “interesting” evening.  I posted a review of the night online, and it was brought to my attention that I ought to tell you guys about the problem directly.

More and more, a night at the movies plays out like this:  https://aixelsyd13.wordpress.com/2010/08/07/movie-night-for-schmucks/

It’s a shame to have a new beautiful theater with helpful friendly employees go downhill so fast thanks to the rudeness of the patrons, and refusal of management to enforce the theater’s policies.

Should I have gone to management right away?  I would have most certainly missed the beginning of the film.

Would the other patrons have been removed form the theater?  I’m guessing no as they were also paying customers… albeit incredibly rude paying customers.

I hope that you are able to read about my experience and share your thoughts on how I should have conducted myself in that situation.

Thank you for your time, I really look forward to hearing from you!

And, I eventually got a reply:

From: Shawn Wilson <swilson@cinemark.com>
To: me@my.email.address
Sent: Thu, August 12, 2010 1:41:14 PM
Subject: FW: Contact Us: Quality of service at a theatre

Good afternoon,

Thank you for visiting our theatre and for contacting us concerning your recent visit.  I sincerely apologize that your visit was less than enjoyable.

It is certainly our goal to provide the best overall movie-going experience.  We strive to make personal contact with each one of our guests.  It may be saying hello as our guests walk in, holding open a door, carrying concession items, or greeting guests as they exit the auditoriums.  I am extremely pleased that our staff was able to have contact with you and your wife on several occasions.

I can fully understand that the positives associated with a nice theatre and a friendly staff can soon be replaced with frustration when the movie is made less than enjoyable because of the actions of fellow guests in the auditorium.  Unfortunately, it seems now-a-days, some of the public has become very inconsiderate of others.  We can’t change the way people act, but we can have our staff continue to do regular checks of each auditorium and we will correct any problem or disturbance noticed.  I apologize that we were not able to identify and correct the disturbances that you experienced.  I will review this instance with my team.

Thank you, again, for contacting us.  I am disappointed that your visit to our theatre was not perfect.  It would be my pleasure to invite you and your wife back, as our guest, for a much better experience.  If you would be so kind as to provide me with your mailing address, I will place two passes in the mail.

If I can be of any additional assistance, please don’t hesitate to contact me.

Best regards,

Shawn Wilson
General Manager
Cinemark Robinson Twp.  #1034
2100 Settlers Ridge Center Dr.
Pittsburgh, PA  15205
Phone: 412-787-1368  Fax: 412-787-1948

Well, at least I got some free movie passes!  It’ll be interesting to see if there are any restrictions on them as far as times or anything.  But hey… a free movie isn’t a bad deal.  Maybe I’ll avoid a weekend night so we don’t get a repeat of being surrounded by idiots.

It is cool that he acknowledged the problem and apologized for the situation, even if he had to concede that there’s really nothing that he can do about it.  Hopefully the staff for that evening gets commended for being personable.

Movie Night for Schmucks

So My wife & I saw Dinner for Schmucks last night.  Great movie, had some really funny parts.  This blog really isn’t about the movie though… more the experience.

I hate going to the theater more & more.  We were out & about in Robinson & decided to hit up the new Cinemark theater.

I always get there early, and get a good seat… almost to the point of ridiculousness.  OK, it is the point of ridiculousness.  I like to get there as soon as it’s seating, so I can get my seat near the back, in the middle.  I realize that it’s not exactly normal.

On the other end… people were filing in up until the very second it started, acting appalled that some people had arrived on time & they couldn’t find the seat they wanted.  All of the “good” spots had been taken by then… of course the front few rows (as always) were empty, but no one wanted to sit there.  We had to suffer a host of  “excuse me”, “sorry”, and “can I get through?” during the pre-movie commercials and previews.  If I owned a theater –  once the previews started, there would be no entry.  You should have gotten there on time, and taken into consideration time to get food or pee or whatever else you need to do before going in to see a movie.

Of course, seconds before the movie began… Immediately to my right, sat an older woman who smelled like she had just sampled every perfume in the mall.  She kept putting her arm on top of mine on the arm rest, and making an audible “uh” of disgust when I didn’t relinquish my claim.  As I stated before, I got there (admittedly) insanely early to lay my claim to my seat… including the arm rest that I paid $9 for, that’s also holding my overpriced half Coke/half blue-whatever-it-was ICEE in the cup holder.

The woman who’s mouth was as loud as her stench opened & munched quite audibly on a smuggled can of Pringles.  I don’t mean the little cans that you can buy at Sheetz.  This was a giant full-sized can of Pringles.  I don’t want to know where she was hiding it.Then came the 20 oz. bottle of Diet Coke, opened with a deafening fizz, and guzzled like she hadn’t drank anything for days.  Her daughter/friend/whatever had a crinkling bag of freaking chips.

When I put my hand in the air with a “WTF?” look on my face and simply said “Really?” to Bethany, she just laughed and shook her head in amazement.  The previously loud olfactory-challenged woman attempted to mutter a “get over it” and went on munching and gulping away like she was a pig at her trough.

I get that the theater food is way-overpriced, and it’s joked about to a cliché level any time the subject is brought up.  But here’s the thing… it’s part of the overall experience.  Either suck it up & get it, or just pass.  Do you really need to munch on Pringles during the movie?

To Bethany’s left we had two guys in their late-teens or early 20’s who were the texting-during-the-movie dunderheads.  They repeated unfunny lines as if they were funny & laughed and kept asking each other what they missed because they were texting.  I wonder how someone makes it through life when they’re at this level of intelligence.

At the beginning of the movie, there was the Sprint commercial that reminded you that movies don’t interrupt your phone calls, so you shouldn’t interrupt the movie.  There were also at least two other theater-generated messages that ask you not to talk, answer your phone, or text during the movie… and even asking you to tun the phone off, or at least silence it.

I had even remarked before the film how it’s sad that Cinemark feels the need to do that.  The only problem is that it doesn’t work on the people for whom it’s intended.  They don’t care anyway.  Apparently, rules don’t apply to them. These are the same people who park in handicapped spots or over yellow cross-hatch lines.  They’re the same people who throw non-recyclables in to the recycling bin (I have an issue with recycling and it’s overall energy waste/consumption in general, but I’m not an ass).  These are the people that don’t return the carts.  They talk on their phones holding up the line at Quiznos.  They don’t double-flush the public toilet after taking a disastrous dump.

I could have gone to theater management and complained… but another remarkable thing about the theater was that we passed two guys in suits & managerial name tags while getting into the concession line, neither of them once looked in our direction or welcomed us into the theater.  Everyone else was quite friendly.  The girl who rang us up at the concession stand remarked about my amusing Dead from Lobster T-shirt.  The one kid who was sweeping up the hallway even opened to door for Bethany as she went to the restroom.  I think the same kid told us to have a good night as we exited the auditorium.

What would management have done in this case?  Would they have thrown out the people on either side of us?  I doubt it.  They were all also paying customers.  Would I have missed the beginning of the movie that I just paid to see?  Undoubtedly.

What would the solution have been here?  Perhaps they need to better police for outside snacks and glaring cell-phone screens.  Maybe you need searched before entry like a ball-park, or like an old saloon where you check weapons at the door… so must cell-phones be relinquished.  In the case of the woman beside me, they’d need her to also pass a test from that smell-detector machine I saw on CSI once.

I think I’d even pay more of my hard-earned money to go to a theater where they would weed out the schmucks.

Learn some manners, Pittsburgh!

teriyaki as a competitor to subway

Heh.  This are still amusing to me.  People searching for these terms ended up at my blog…

Search Engine Terms

These are terms people used to find your blog.

Today

Search	Views
data next generation	1
teriyaki as a competitor to subway	1
who won the pens game last night	1
9 levels of hell	1
palm pre “msg 1051”	1

Yesterday

Search	Views
9 levels of hell	2
what seats are blocked at mellon arena	1
sprint short code expired	1
9230: the short code you are attempting	1
chart of dante’s hell	1
“parking chair”	1
9230: message failed. shortcode may have	1
sprint error msg 1051	1
pizza hut allergen	1
pizza in alliteration	1

It’s a strange world we live in.

• teriyaki as a competitor to subway – What?  Teriyaki as a condiment is going to compete with a sandwich chain?  I’m hoping this was just a malformed input into a smartphone… but really to what end?  Maybe it’s an upcoming Kaiju Big Battel fight?  What did they think when they clicked here?  Was it at all informative or entertaining?
• who won the pens game last night – Brought you here?  The Pens won last night, but If you type “Pittsburgh Penguins” into the Google search box, the latest scores and the schedule for the next game come right up.  Or, you could just go to penguins.nhl.com.  I’m guessing you were disappointed by your visit?
• pizza in alliteration – Someone couldn’t come up with their own alliteration involving pizza?  Are you trying to get me to do your homework?  Fine.  I’ll do it if it’s not too late.  Penelope politely perused the pizza parlor for pungent pepperoni to polish off.

I see that Dante’s levels of hell, the Sprint shortcode error, and Pizza Hut are still big hits… and someone must have read my Data vs. C-3PO article.

Stats

Is this stuff interesting to anyone other than me?

Referrers

People clicked links from these pages to get to your blog.

Today

Referrer	Views
teleburst.wordpress.com	4
pittsburghbeat.com/mb/viewtopic.php?t…	2
sz0062.wc.mail.comcast.net/zimbra/mai…	2
sprintusers.com/forum/showthread.php?…	1
getsatisfaction.com/twitter/topics/wh…	1

Yesterday

Referrer	Views
facebook.com	4
pittsburghbeat.com/mb/viewtopic.php?t…	3
twitter.com/aixelsyd13	3
sprintusers.com/forum/showthread.php?…	2
msplinks.com/MDFodHRwOi8vd3AubWUvcHdx…	2
facebook.com/?ref=home	2
twitter.com	2
en.wordpress.com/tag/awkwardfamilypho…	2
pittsburghbeat.com/mb/viewtopic.php?t…	1
tumblr.com/dashboard/5/338657167	1

Top Posts & Pages

These posts on your blog got the most traffic.

Today

Title	Views
Home page	11
Sprint, Shortcodes, SMS, Service, &	9
This tiny sign made my day…	4
The Mythical Magical McGangbang	2
Allergies, Annoyance, Alliteration,	1
A little background on my shellfish alle	1
Data vs. C-3PO?	1
Positive Karma from the Waiter/Waitress	1
Don’t ever eat anything anywhere anytime	1
Search Terms – Seriously?	1

Yesterday

Title	Views
Sprint, Shortcodes, SMS, Service, &	24
This tiny sign made my day…	23
Home page	17
Data vs. C-3PO?	5
A close to all the food rants… maybe.	5
A little background on my shellfish alle	4
The FAAN editing department?	3
The Thanksgiving Letter | AwkwardFamilyP	2
tumblr	2
Search Terms – Seriously?	1

Search Engine Terms

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Today

Search	Views
rock concert rigging	2
the mythical magical mcgang-bang	2
msg 1051	1
sprint shortcodes not working	1
sprint msg 1051	1
the shortcode you are attempting to use	1
free misfits archangel (demo) mp3	1
the short code you are attempting to use	1
sprint 9230 1051	1

Yesterday

Search	Views
msg 1051	3
the short code you are attempting to use	2
tony jones quiznos	2
the shortcode you are attempting to use	2
data next generation	2
data (tng)	2
beer sales pa	1
sprint store at trinity point wash pa 15	1
the short code you are attempting to use	1
taco bell mc gang bang	1

Clicks

Your visitors clicked these links on your blog.

Today

URL	Clicks
en.wordpress.com/tag/allergy	1
en.wordpress.com/tag/allergies	1
greenredesign.wordpress.com/2009/11/1…	1
forums.cnet.com/5208-7817_102-0.html?…	1

Yesterday

URL	Clicks
burgerbeast.com/2009/07/mcdonalds-sec…	1
urbanspoon.com/r/23/1488464/restauran…	1
teleburst.wordpress.com	1
cupcakesupremacy.wordpress.com/2009/1…	1

Blog Stats Summary Tables

Total views: 4,020

Busiest day: 159 — Tuesday, November 24, 2009

Views today: 32

Totals

Posts: 58

Comments: 178

Categories: 23

Tags: 1,588

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Comments: 6 subscribers, 7 subscriptions

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Generated 2010-01-18 15:00:35 UTC

A close to all the food rants… maybe.

I’m sure this isn’t the last you’ll hear from me on the subject, but this is just to close out my recent rants about the bad habits of restaurant employees out there everywhere.

If you need a recap, here’s how it panned out on my end…

• A little background on my shellfish allergy before I write my next rant of a blog… • December 30, 2009 • 5 Comments
• Don’t ever eat anything anywhere anytime. •December 31, 2009 • 4 Comments
• More shocking & disguting revelations from your serving staff… •January 4, 2010 • 10 Comments

Admittedly, I was just “going off” in reaction to the mentioned articles, but it doesn’t excuse any of the deplorable actions described within.  I really appreciate the blog hits, feedback, & discussion on the issue… whether it was here on this blog, or via Facebook, Twitter, Pittsburgh Beat, or whatever venue a link was pimped upon.

In the last blog, I was tagged and deemed it by an entertaining blogger  named Charity that sits on the server side of the fence, and some things were explained to me.  She was one of the ones quoted in my rants, although she wasn’t confessing to disgusting behavior, just complaining about customers (which she has every right to do).  Apparently I’m adorable in a “oh my, isn’t he so naive” kind of way.  I commented there, really saying all I have to say on the subject for now.  I even saw a few encouraging words from another commenter, teleburst, who provided some cool links to his blog on being more accommodating to customers with special dietary needs.  Let’s hope he does eventually blog about allergies!

I love the blogs about how to be a better customer that are out there… I wouldn’t imagine that people would actually do some things like share drinks with free refills or leave a mess after their kid makes one…  But I guess it’s happening out there everywhere.

I know I mentioned discussing tips, but the mood has passed for now… I’m sure I’ll dive into it someday.  I need to do another goofy W(aL)D post soon.  Hits have been skyrocketing for my Sprint Short Codes post, there’s apparently still a problem that Sprint refuses to admit!  Oh well, until next time… Remember to tip your servers at least 20% for good service, unless they slip you some regular instead of decaf or beef stock when they tell you it’s vegetable stock.

Stats

Heh.  Stats are amusing to me.  I love relatively useless information, and I love that they’re built in to WordPress.  I don’t even have to do anything.  They’re just… there.

First off, thanks to all the readers, posters, and all 3 or 4 people brave enough to comment here on the blog.  I really dig comments.

You can see over the weeks, the views have been up & down each day, generally according to whatever was posted that day… but steadily over the weeks, the number of views has climbed.  (That last drop is because it’s meed-week, I believe…)

Apparently, the goofy emails go over better than the other stuff.  I’ll have to try some more of that… but this is really my only outlet for anything, so it may stay a mixed bag for a while.

Not only are the graphs funny to look at, but I can tell what people have been reading…

Apparently the shortcodes are still a problem with Sprint. Wonder why this isn’t a news story yet?  Others are wondering why they can’t get Yeungling Lager Sauce any more.  Me too.  People are still inquisitive about Quiznos, Kmart, Wendy’s, and apparently a naked Asian Mrs. Claus.  I hope any of you that landed here randomly were amused, apologies for the lack of naked Asian Santa’s wife.

This is what you’ve been reading recently…

So, the Data vs. C-3PO thing was read (or at least clicked on) a lot… No real interest, or just nothing to say about it?  Subway is still apparently amusing.  Still haven’t heard anything further from Quiznos once I let them know that I had a blog, and the allergy amigos must not find alliteration amusing.

Here are the URL’s if you missed any of the stuff the 1st time and want to read it now…

Today

Title	Views
Data vs. C-3PO?	6
Sprint, Shortcodes, SMS, Service, &	4
Wendy’s in Dormont (Pittsburgh, PA) – W.	2
Allergies, Alliteration, and Annoyance.	2
Think of the Kmart employees this holida	1
So, we have a response from Subway!	1
Stuffing Recipe – Thanksgiving 2009	1
The Yuengling Sauce and the LaChoy Teriy	1
If we’re keeping score, that’s Subway 1	1
Mellon Arena – Customer Service WIN.	1

Yesterday

Title	Views
Data vs. C-3PO?	40
The Creepy Mrs. Claus	3
The Yuengling Sauce and the LaChoy Teriy	2
If we’re keeping score, that’s Subway 1	2
Mellon Arena – Customer Service WIN.	1
The Quiznos Toasty Torpedo™ and the dimi	1
Stuffing Recipe – Thanksgiving 2009	1
Impressive.	1
Think of the Kmart employees this holida	1
Sprint, Shortcodes, SMS, Service, &	1

At any rate, thanks for reading!

Sprint, Shortcodes, SMS, Service, & Satan

Lately I’ve been getting weird error messages when trying to text to the shortcode of a local radio station.  Since my messages were trivial feedback or text requests, I wasn’t really all that concerned… and there other ways to get a hold of the DJ’s.  Out of curiosity, I forwarded the error message to my phone, and then emailed it to a local radio personality… and we discovered an oddity amongst ourselves.  I decided to pop it into an email or two or three to Sprint, as I have acquired many customer service email addresses over the years.

Thanks to Dave again for editing help on the email to Sprint.  I get excited with this stuff, and it’s damn-near impossible to proofread your own work with any sort of clarity or efficiency.

Reads how the story unfolds below, DJ’s identity protected by request.

From: Eric Carroll me@myemailaddre.ss
To: customer.servicenet@mail.sprint.com
Sent: Thu, December 3, 2009 8:35:30 AM
Subject: Error Msg 1051 & Shortcode [shortcode] – ???

Hello Old Friends at Sprint Customer Service,

I have had several interactions with Sprint customer service before, and they usually go like this or like this.  So, please pardon me if I sound confoundedly abrupt, direct, or belligerent.  I will try to be as direct & concise as possible in describing this error, which may have an effect on a great number of customers.

The following is an email exchange that I had with a local radio personality today after emailing him out of frustration that every time I text to the number pimped out over the air, I get some sort of error message.  Full contents of that message below…

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From: Me me@myemailaddre.ss
Sent: Wed 12/2/2009
To: [DJ] DJ@station.com
Subject: [shortcode]?Every time I try to text you guys from my phone at [shortcode], I keep getting this message…

—– Forwarded Message —-
From: ##########@messaging.sprintpcs.com

To: me@myemailaddre.ss
Sent: Wed, December 2, 2009
Subject:Fwd:
From: 9230
Sent: Dec 2 1:24pm
Msg: The shortcode you are attempting to use has expired and is no longer a valid short code.
Msg 1051

By the way, I dug the Flyleaf!

-E.

---

From: [DJ] DJ@station.com
To: Me me@myemailaddre.ss
Sent: Wed, December 2, 2009
Subject: RE: [shortcode]?really????  that is weird, got about a hundred txts for the pick today…

[DJ]

[station]-fm Pittsburgh
http://www.station.com/pages/dj.html

---

From: Me me@myemailaddre.ss
Sent: Wed 12/2/2009
To: [DJ]
Subject: Re: [shortcode]?

Sprint is the devil incarnate, so it comes as no surprise, must be their issue.  Or I’m persistently fat-fingering the wrong number…  Ha ha ha.

-E.
.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

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From: [DJ] DJ@station.com
To: Me me@myemailaddre.ss
Sent: Wed, December 2, 2009
Subject: RE: [shortcode]?of the last 50 txts or so, not one is from Sprint..

[DJ]

[station]-fm Pittsburgh
http://www.station.com/pages/dj.html

---

Please pardon the “devil incarnate” crack, but again, I refer you to this and this… and I only wish I had saved my correspondence about splitting my phone from another plan years & years ago that was mired with “network issues” and a lack of any real solutions until I elevated it to a level where it trickled down to a regional manager to handle.

As you can see, any and all text messages to [shortcode] for their text requests, feedback on “[show segment]”, or general harassment of the DJ’s, may not be going through on the Sprint network.  I checked my phone dialing skills, and my fingers are indeed functioning properly.  [DJ]’s comment “of the last 50 txts or so, not one is from Sprint” ought to concern you, or at least throw up the proverbial red flag if you will.  How [DJ] comes to this conclusion, I know not, but he is a seemingly intelligent person, and who am I to question his knowledge and authority on the subject?  Would you dare question him?

It seems odd to me that a shortcode would expire for one network, and not any others.  Again, I know nothing of cell phone and data networks and their mysterious inter-workings… I’m just making a guess based on the evidence presented to me.

If the issue is a network problem, I felt that you might like to be notified, so this is that.  If the problem is simply with my phone or plan, I’d like the issue resolved as soon as possible.

Thank you in advance for your time, I hope to hear from you soon… and I really hope it’s not an automated response.  I hate automated responses with the line “please do not reply to this email”.  Seriously.  Who wants to read that?  I would rather read…  “If you don’t have a response from us within X# business days, please contact blah-blah@bowdownto.sprint.gov” or something like that.  And please, please, please… do not ask me to call any automated numbers… or provide my phone number to “discuss the issue”.  I don’t want to discuss the issue.  This is why I took the time to construct a thoughtfully worded and calculated email.

Inquisitively,
-Eric

Heh.  I really wish I had that 1st set of Sprint correspondence somewhere.  It was highly entertaining.  At any rate, got a few responses today already.  I’m amazed at the degree of  difference.

From: “McDonald, Maria [CON]” maria.mcdonald@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 8:40:38 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???

May be associated with this issue. We are currently working on this.

Thank you to all of you who helped our customers report this, and for those of you who sent these up to me.  This was posted yesterday, please let your customers know Sprint is engaged with our roaming partners to resolve this issue as soon as possible.  No ETR at current.

Thanks,

BB

Roaming SMS Text Messaging Issue
As of 11/24/09, Sprint CDMA customers nationwide are experiencing problems when sending and receiving SMS Text Messages on some roaming networks.

Details:

·         Customers may get an “error 3” message when SMS Text Messages are sent.

·         Voice and data roaming is not impacted.

·         Sprint is aware of the problem and working with their roaming partner to determine root cause.

·         No resolution time has been determined.

·         Updates will follow when available.

Actions:

If a customer contacts you about problems sending or receiving text messages while roaming:

·         Apologize for the inconvenience and let them know that Sprint is aware of the problem and working as quickly as possible to resolve it, however there is no resolution at this time.

Do not enter a trouble ticket

So, basically, “It’s a network issue that technically isn’t our fault, we have no idea what we’re doing and no resolution at this time even though you pay us a ridiculous amount of money each month for service, sorry.”

From: Eric me@myemailaddre.ss
To: “McDonald, Maria [CON]” maria.mcdonald@sprint.com
Sent: Thu, December 3, 2009 8:49:21 AM
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ???

Hello Maria,

While I don’t believe that I’m in roaming when I send these texts, as I’m at work, on top of a large hill, not far from the city, and in an area where my reception & service seem to be consistently good…  I can appreciate that this may be related to a larger-scale issue.  Why would a roaming issue give me an error message about an expired shortcode?

Thank you for your time & almost instantaneous reply!

Impressed,
-Eric

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

Reasonable enough, no?  On to the secondary reply…

From: “McDonald, Maria [CON]” maria.mcdonald@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 8:52:23 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???

You’re welcome! I was online reviewing emails when I got your message. I believe it has to do with roaming partner agreements etc. While your phone will not tell you that you are roaming (it usually only alerts you while a voice call is made) it code be your location and the proximity to a roaming partner (usually Verizon) tower.

Try setting your phone to “Sprint only” in your roaming settings and see if it helps. May not change the error though but the company is aware of an issue with sms texting.

It’s Verizon’s fault? Verizon is SMS-blocking me and a local radio station?  I can see by the icon on my phone that I’m not in roaming where I’m trying to text.  Odd.  This is a route we’re not getting anywhere with.  Luckily, I have other replies…

From: “Belback, Sarah A [CON]” Sarah.Feather@sprint.com
To: Eric Carroll me@myemailaddre.ss
Sent: Thu, December 3, 2009 9:07:22 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???

Eric,

Is your phone on roam when you are trying to text?

Sarah Belback
Store  Manager #985
114 Trinity Point Dr
Washington, PA 15301
724-250-1700 store
404-948-0699 fax
480-221-0101 wireless

A more subtle approach, I take it?  I’ll go with this then…

From: Eric me@myemailaddre.ss
Sent: Thursday, December 03, 2009 9:28 AM
To: Belback, Sarah A [CON]
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ???

Hello Sarah,

Thanks for the quick reply!  I don’t believe I’m in roaming… I am not too far from the city, on top of a large hill, and in an industrial park when trying to text.  I never have any reception rpoblems or roaming notificatons when I’m here at work… and the icon on my phone doesn’t indicate that I’m in roaming.

Thanks,
-Eric

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

Regular Text

From: ” Belback, Sarah A [CON] ” Sarah.Feather@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 9:32:31 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???

Ok. When did this start? What is the address where you are at? What is your wireless #?

Sarah Belback
Store  Manager #985
114 Trinity Point Dr
Washington, PA 15301
724-250-1700 store
404-948-0699 fax
480-221-0101 wireless

Well, for starters, my wireless number is in the original email if you’re paying attention.  It’s the 10 digits in front of the SMS email address.  Dave and Kristin (my editing friends) would have a field day with the sentence ended by “at”.  Oh, look!  I did it again.  Oh well, I needed to keep this one going…

From: Eric me@myemailaddre.ss
Sent: Thursday, December 03, 2009
To: Belback, Sarah A [CON]
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ???

Hello again Sarah,

Noticed the error last week ignored it the first few times until I conversed with [DJ] at [station].  I’m in ________________ , PA _____ … my wireless # is ###-###-####.

Thanks!

-Eric

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

So, she tries to help again…

From: “Belback, Sarah A [CON]” Sarah.Feather@sprint.com

To: Eric me@myemailaddre.ss

Sent: Thu, December 3, 2009 10:48:17 AM

Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???

Ok. Thx!  Can you bring your phone to the store so we can test it. If need be we may have to call tech support as well and I know I will need the phone present when we call.

Sarah Belback
Store  Manager #985
114 Trinity Point Dr
Washington, PA 15301
724-250-1700 store
404-948-0699 fax
480-221-0101 wireless

Thx?  Thx! OMG. WTF? BBQ!

Well, I have no idea why I have this store’s contact info, as it isn’t near me, or where I got the phone.  So… I’m not about to go to that store for that reason.  The other reason being that I tried to send a text to a shortcode multiple times, and got the same result multiple time.  I described in details the problem I was having, and I even provided the exact text of the network error message, including a specific error code.  “Error Msg 1051” is in the subject line of the email!  [DJ] says that he hasn’t received any text messages from Sprint in the last 50 or so that he had received.  It’s obviously not an error with just my phone.

At least Sarah accepts the fact that it may not be part of this larger blanket “Verizon text-blocking” issue.

I haven’t decided how to reply to this yet… as customer service at sprint seems to have time & time again locked me into an endless loop of email/call the #/come to the store/call the “special” #/go to the store/… Repeat ∞.

Which brings me to this gem…

From: “IDEN – Online@sprint.com” online@sprint.com
To: Eric me@myemailaddress.com
Sent: Thu, December 3, 2009 4:21:29 PM
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ??? (KMM65634876I15977L0KM)

Dear Eric,

Thank you for contacting Sprint regarding message to a short code.

I understand that you are unable to send messages to the short code
[shortcode].  I apologize for the inconvenience you have experienced. To
resolve this issue, please contact a Technical Support specialist by
calling (888) 211-4727 and follow the prompts for technical support
assistance.  In order to potentially test your Sprint handset, it is
important to call from another phone.

Further, to protect your Sprint account from unauthorized access and
changes, it is important that we confirm your information.

Please reply to this email and provide me with your:

1. First and last name
2. Email address
3. Wireless telephone number
4. Billing address

We value your business and appreciate the opportunity to address your
concerns. Please reply to this email or visit Sprint.com/mysprint if we
can be of further assistance.

Sincerely,
James P.
Sprint

Helpful Sprint Links:

Learn to pay & view your bill, check usage and more with our
“how to” videos: www.sprint.com/howto

Receive unprecedented value:
Analyze your plan: www.sprint.com/planfit
Try our individual, shared/family and push-to-talk plans:
www.sprint.com/simpleplans

Find a Sprint store, email a question or make an appointment:
www.sprintstorelocator.com

Preview cutting-edge devices that give you instant access to
what you want, fast:
Palm Pre & other Smartphones: www.sprint.com/smartphones
BlackBerry 8330i & other Push-to-Talk phones:
www.sprint.com/pushtotalk

Check out our network coverage: www.sprint.com/coverage

Live & breathe football with NFL Mobile Live: www.sprint.com/nfl

Original Message Follows:
————————

Wow, do I have several issues with this.  Just wow.  I think it warrants a bulleted list!

• “Thank you for contacting Sprint regarding message to a short code.”/“I understand that you are unable to send messages to the short code [shortcode].” – So, you did read my emai?  Cool!  Finally!
• “To resolve this issue, please contact a Technical Support specialist by calling (888) 211-4727 and follow the prompts for technical support assistance.” – So, you didn’t read my email?  (Especially at the bottom where I said “And please, please, please… do not ask me to call any automated numbers… or provide my phone number to ‘discuss the issue’.  I don’t want to discuss the issue.  This is why I took the time to construct a thoughtfully worded and calculated email.”)  Well, boo to you, my friends.
• “Further, to protect your Sprint account from unauthorized access and changes, it is important that we confirm your information.” – You goofy sons of… items 1 through 3 are all mentioned in the 1st email.  It’s an email, so you have my address and first and last name… and again, the phone number was listed.  So, I need to email you my billing address and call the 888 number that’s been programmed into my phone for the past 2 phones…?  For what?  To start the endless cycle noted above?
• “Please reply to this email or visit Sprint.com/mysprint if we can be of further assistance.” – I sent you this email for assistace in the first place.  I don’t need further assistance… I need an actual occurance of assistance before I can request further assistance.  In fact, I don’t even think I need assistance. I think you need the assistance with your network, and I think Verizon needs assistance in text-blocking you.

Wow.  I’m not sure where to go form here… but you can see how this is a downward spiral of nonsensical steps in order to (I think) exhaust me to the point where I no longer care about the problem.

And, was that advertisement for themselves at the bottom of the tech support email?  Really?

Maybe I should ask Verizon why they’re text-blocking me?

The shortcode you are attempting to use has expired and is no longer a valid short code.

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