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Articles Tagged:

customer service

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Samsung to fix "ordered too early" issue for T-Mobile Note7 pre-order gifts

Starting with the Galaxy S7 series, Samsung began offering gifts to customers who pre-ordered their phones. If you pre-ordered a Galaxy S7 or S7 edge, you got a free Gear VR. The South Korean tech giant offered a similar promotion, arguably even better, for the Galaxy Note7—you could choose to receive either a Gear Fit 2 or a 256GB microSD card. But a number of T-Mobile users are having issues claiming their gifts.

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Nexus 6 data outage fixed by Google, caused by GPS

After a few days of data connectivity hell for some Nexus 6 owners, it seems that Google corrected the issue on the back end. Comments on a post in the r/Nexus6 subreddit indicate that most people have had their LTE data connection restored by this fix; however, many are reporting that they addressed it themselves by changing the APN settings or by updating their Google Connectivity Services through the Play Store.

As of now, it is unclear how exactly the issue was solved, but a Google employee named Orrin (u/GoogleNexusCM) posted an update on both r/Nexus6 and the Nexus Help Forum on Google's Product Forums.

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[Update: Resolved] Some Nexus 6 owners report data outages on T-Mobile

The Nexus 6 isn't exactly a smash hit of a device - between a niche target audience, an unusually large form factor, and a high initial retail price, it hasn't gotten the same warm reception as some other designs in the line. But there are still plenty of Android faithful using "Shamu," and more than a few of them using it on T-Mobile... including multiple Android Police writers. Since the beginning of August, a considerable number of those N6 users on T-Mobile have been experiencing serious connection issues.

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AT&T Customer Emails CEO To Make Suggestion, Gets Response From AT&T Lawyer Telling Him To Keep His Ideas To Himself

Did you know that if you email T-Mobile's John Legere you can actually get a reply from the CEO's staff or even John himself? This is decidedly not the case with AT&T CEO Randall Stephenson. In the latest PR blunder for the carrier, a customer who emailed Stephenson with a few suggestions was shut down by AT&T's chief intellectual property counsel. Yes, AT&T lawyer'd their own customer for sending an email.

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OnePlus Responds To Accusations Of Selling Refurbished Phones As New (Hint: They Didn't Do That)

As a "new" company that caters almost exclusively to technology enthusiasts, OnePlus has been under the microscope ever since it announced its One flagship phone... with no small amount of criticism coming from this very website. But a string of recent posts on the official OnePlus forums prompted a response from the company's social team. Basically, customers accused OnePlus of shipping refurbished One phones and claiming they were new, a practice that isn't unheard of from consumer goods manufacturers and retailers of all sizes.

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In a post on the OnePlus forum, a company representative outlined no less than seven cases where customers alleged that phones shipped to them were refurbished or less than new.

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[New App] MotoCare Evolves Into Motorola Help, Lands In The Play Store

Yet another Motorola app has been added to the Play Store, but it's not as glamorous this time. MotoCare will now be kept up to date on all supported devices, and it's getting a new (slightly more descriptive) name – Motorola Help.

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This app contains basic how-tos, tips, and support information. There is an option to call Motorola support directly, or start a chat session. That's more than you get with most OEMs. None of the functionality has changed with this update, but now Moto will have the option to tweak it as it sees fit.

Motorola Help is compatible with the Droid Ultra, Droid Maxx, Droid Mini, Moto X, and Moto G.

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Multiple Users Reporting AT&T Galaxy Note 3 GPS Issues, KitKat Update Could Be Coming Soon

Has your AT&T Galaxy Note 3 been having trouble finding and keeping a GPS signal? Then you're in good company, if the posts from aggravated users on AT&T's official support forums and XDA are any indication. One of these users contacted us to complain, and we can confirm that it's a problem with at least some AT&T Galaxy Note 3 units - one of the AP team member's personal phones demonstrates the same behavior.

This seems like pretty typical bad behavior from possibly faulty GPS radios. Most affected users are reporting simply unreliable performance with frequent cut-outs, often in the same physical locations.

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PSA: Sprint Users Now Able To Avoid $15 Fee, Switch Phone Number Using Online Interface For Free

Sprint customers now have one more self-service option when managing their account online. A couple of days earlier than its official launch, the carrier has begun allowing users to change their phone number online, thereby avoiding the $15 fee charged when switching numbers via phone or in-store.

Inside Sprint Now indicates that while this feature is being labeled a "benefit," it may actually be a cost-cutting maneuver, executed in an attempt to reduce the number of calls to customer care, thereby saving some money.

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While this may be a simple cost-cutting move on Sprint's part, it's always great to see enhanced account control becoming available to consumers.If you are looking to change your number easily (and more importantly without charge), just log in to your Sprint account online and head over to the (now live) "change phone number" page here.

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Apparatus Developer: "Amazon Appstore Is A Disaster"

You might have heard of the fun physics/Rube Goldberg machine game Apparatus. It's actually pretty popular, and quite well-loved - over 800 reviews on the Android Market putting it at an average score of 4.5. For a game, especially, that's a very difficult feat to accomplish. It goes without saying then, that the developer of Apparatus is very concerned with customer feedback and providing support for his application.

Recently, he decided to distribute Apparatus through the Amazon Appstore. Today, he decided to remove it.

Initially, Apparatus was rejected by the Appstore for an extremely minor (even insignificant) mis-step: it used HTTP rather than HTTPS for a cookie when the app was accessing the community forums.

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