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carrier customer service
During our live chat,
Marion paused for a
couple of moments,
but returned with
a massive list of
saving battery life.
We visited the first T-Mobile location at
4 p.m . on a weekday, and several free
associates sat at computers i n the back.
Darlene was kind and provided accurate
answers to all of our questions in about
three minutes. She even added a few sug-
gestions that weren’t official. For instance,
she told us that although T-Mobile didn’t
have any phones with tetheri ng (this was
prior to the launch of the myTouch 4G),
we could hack or root our phone. Darlene
said she couldn’t help us with that.She also
had many battery life suggestions, including downloading
Task Killer, turning down the brightness, and changing the
phone’s data from 3G to 2G.
Later that day, at another location, Andrew answered our
questions correctly in a fast three minutes. He said we would
need Android 2.2 to get tethering on our Cliq and informed
us that while our phone would be getting Android 2.1 soon,
no further updates would be offered. He provided two simple
and correct answers to our transferring photos question:
Use a USB connection or e-mail them. For our battery query,
Andrew also suggested a task killer app, and recommended
turning off Wi-Fi and Bluetooth.
T-Mobile customers can browse web forums or talk to a
rep via live chat. After clicking on the Contact Us portion of
the main Support page, users can chat with a representa-
tive from 3 a.m . to 10 p.m. (PST), seven days a week. At 11
a.m . on a weekday, we were connected withMarion. Onthe
tethering question, she correctly noted that this feature was
not supported. For photo transfers, she copied a nd pasted
an accurate eight-step guide. Marion paused for a couple
of minutes to find the answer to our battery life question.
She returned with a massive list of battery suggestions,
including turning down the brightness, turning off Wi-Fi,
and switching to 2G mode when in a spotty 3G area.
Our Cliq has a unique T-Mobile MyDevice A ndroid app
that initiated a customer support text chat, but the app was
buggy, and we were only able to ask about tethering and
battery life before the
During ourbrief con-
nection, LaToya told
us T-Mobile did not
offer tethering at this
time. On the ques-
tion of battery life,
she wanted to know
what software we
were running. After
an error message
popped up, LaToya
told us versions 1.0.11,
Blur software had a
battery i ndicator with i naccurate i nformation. Three more
error messages popped up on our dev ice, and then we saw
the following: “Chat Server is experience on-going errors.”
While buggy, no other carrier offers this type of service
from the phone itself.
We navigated a laborious phone tree to reach T-Mobi le
customer service at 1:40 p.m. on a weekday. A n energetic
and chatty Amanda was on the line in about two minutes.
She indicated that her computer was running unusually
slow. She incorrectly told us that the Cliq can be used as a
modem, butthat we wouldneedtobeforwardedtotechnical
support. A manda correctly said we could use the USB cable
to transfer photos from our phone’s memory card.
Amandathen accuratelydescribed a nine-stepprocess
to upload the Cliq’s photos into a T-Mobile.com photo album.
To help us save battery life, Amanda recommended that
we “power cycle” regularly, meaning we should turn the
phone off for 30 seconds before turning it back on. She also
recommended setting the screen to turn off quickly and
shutting off vibrate.
Amanda then transferred us to Crystal to answer the
tethering q uestion. She told us that T-Mobi le doesn’t sup-
port it, but that there might be apps in the market that could
help. However, she said not to root or un lock the phone
because it would void the warranty. The call took a lengthy
Our second call, with the friendly Michelle, took 16
minutes on a weekday af ternoon. She said T-Mobile doesn’t
off icially support tethering, but suggested we go to w ww
.t-mobile.com /phoneasmodem. This link led us to a foru m full
of tetheri ng-related posts from T-Mobile users with various
smart phones. Michelle added: “There is no extra charge
for that— I think that’s why we’re not supposed to promote
it.” She then recommended that we change our plan to one
with unlimited minutes and text messages. On the photos
question, Michelle recommended using a USB cable or
an adapter for our memory card. To increase battery life,
Michelle repeated three of the helpful and easy suggestion s
we’d heard from previous reps.
In general, T-Mobile reps were accurate, friendly, and fast at
getting us answers.
In Store: A–
t-Mobile’s live Chat feature worked well on
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