Cellphones and Cingular

[thearchgu]

So after reading today's comic I'm reminded of my recent frustration with Cingular Wireless. So please forgive me while I go into a bit of a rant.

My parents just recently upgraded their cellphones to the Sony Ericson T226 (the same phone greg got), because they wanted to be able to get online through the cellphone. I first went to Radio Shack, to go look for the basic data cable, and guess what, since they don't sell the phone, they don't sell the cable. So I then went to search for my local Cingular Store, and try and look for the data cable for the phone. The local Cingular Store does not sell it, and some of the the cable either. So before I left the store, I tried to ask the person behind the desk, and find out how I could connect to the internet through the phone. Well needless to say, the cingular person had no idea what I was talking about. But she had told me all I would need is the Data cable and I would be fine.

Well a few days later I got the cable, got the software, but had no idea on how to connect everything. No information online about accomplishing what I was trying to do, so I called up Cingular, and they said I needed additional Software from them the Office Data Connect Kit Software. No way to accomplish what I wanted to do without it. But they had no invoice number for it, so they cannot send it to me.

So my quest continued. I then went to a different Cingular store, and again ran into the same problem with the cingular wireless people, that had no idea what I was talking about. So here is how the conversation went . . .

CE (Cingular Employee)
me (ME)

CE: Hi Can I help you?
ME: Yes I'm looking for the Office Data Connect Kit

CE: Oh we don't carry that here
ME: Well is there a place that does carry it?

CE: What are you trying to accomplish
ME: I'm trying to use the phone to connect to the internet

CE: You want to use it as a Land Line?
ME: No I'm trying to use it as a wireless connection to the internet

CE: Right, you'll need a cable for that
ME: well I have the cable, I need the software

CE: Where did you get the Cable?
ME: Sony Ericsson, but they did not include connection software to the Internet

CE: No Software?
ME: Well I got the Data Software, but I have no way to connect to the Internet, on how to use Cingular's Internet Access

CE: you can only use that through the phone, you have to use someone else's Internet Access like AOL if you want to use your phone in that way.
ME: Wait a minute, I talked with Cingular Support and they said I need the Office Data Connect and everything would be ok.

CE: Well let's look at what's available for us - proceeds to his computer and starts to look at the Sony Ericcson Site

ME: I think it's on the Cingular Website, it's called the Office Data Connect Kit

CE - still looking at the page I pointed him to

ME: forget it, I'll just get the software somewhere else.

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Not a total slam against Cingular Employees, just wish they knew how to do somehting like this or at least have some idea what they are talking about. Especially if it's a business service.

I'm sure there are some real smart Cingular Employees, but it's bad when the only thing that the employees are trained at getting new signups for contracts.

that's my rant for now :-p

[NotQuiteDead]

I had service through Cingular, and had about the same level of brightness from the employees I dealt with.

I think the only way I'll go truly wireless is with someone who's been doing it awhile, I just have to research.

[thearchgu]

Oh by the way, If I was a cingular subscriber this would be the one that would cause me to start looking for a better contract.

But luckily I'm with Sprint PCS, and I haven't had any problems with it at all. The instructions for connection to the Internet is available online, the cables are available from Radio Shack. Definatly not as much hassle as Cingular.

[Leeloo]

I just hate all customer support. They treat you like an idiot at best when they know less or just about the same as you do.

[chaos42]

When I worked at Cingular (yes, I am an Ex Cingular cust service rep for the IWMO market) we had crappy info about the data connect kits...That sounds about right for 99% of agents and CS reps...I would often search forums for info from phone nuts to get info cuz my managers couldnt tell me what to do...

If you are trying to connect to the internet simply to browse WAP (which simply from what you said is what i am guessing) then you need to call customer service and subscribe to wirless internet. Keep in mind these are pretty much stripped down text sites.

If you want to use your cellphone in combination with your laptop to connect to the internet then you do need a data cable. From http://www.sonyericsson.com I was able to see your phone is compatible with this serial cable or these ( 1, 2) USB cables. These cables come with software you load onto your laptop that allows your cellphone to be recognized as a modem. You then need an ISP (hence the AOL comment) to connect to the internet.

I would like to say...it is my observation that most people that get the WAP service are sorely dissapointed. It is not the internet as you are used to it...I don't have wap on my phone....still some people like it...

I'm sorry to say it but you are probably going to continue to have poor customer service when it gets to anything beyond the basics. the training at most companies/locations is insuficient. Whenever possible make sure the store location you are going to is an actual Cingular Corporate location. This will not automatically guarantee you better service but it does provide a better avenue of recourse against a rep if they lie (yes, lie) to you about something. You may have to push a little....

On a final note, as an insider, I will pass on something I learned from management at a cell phone company. If you have a huge credit you want no matter whether it is justified or not you can get it....You just have to keep escalating. Nearly all of the credits that are escalated to the Office of the President are refunded simply because at that point it is costing more to deal with the issue than to issue the credit...It might be a hassle but it can be done....

The system sucks...why do you think I left a $9.70/hr job for a $6.15/hr job....This problem is in no way limited to Cingular...Getting a knowlegable rep is like rolling dice...If you find a good location pray and hope that that person stays working there...The cell phone industy bites but what are we gonna do???? Oh,

Oh well...

also...if it is wireless internet cingular does have info at http://www.cingular.com/beyond_voice/wireless_internet about it...

thats my much more than $.02

also this should be in rants forum.

Last and final edit...Ericsson phones suck!!! SonyEricsson may be slightly better but they still suck...The agent I go through (Verizon affiliate) refuses to carry them in their store. I was very lucky to find an agent who is very knowlegable and doesnt work for commission. Rare...very rare...

[Skorpion]

I just don't bother with the internet on my mobile. I just use it as a phone, watch, and scheduler.
And occasionally as a paperweight.

My old phone was a good club.

[Mae Dean]

I dunno... I dig the SE phones. They're small, they're cute, and they're functional at the same time. And my signal strength is great. Only dropped a call once, but it's in the area we've dubbed "the cell phone void". I've been unable to get cell phone reception there with three providers. I'm pretty sure someone there is running a graviton generator.

[Eihger]

Cell phones these days, you can play games, connest to the internet, use them as day planners, and some you can even call people with

[chaos42]

[quote="Greg Dean";p="213730"]I dunno... I dig the SE phones. They're small, they're cute, and they're functional at the same time. And my signal strength is great. Only dropped a call once, but it's in the area we've dubbed "the cell phone void". I've been unable to get cell phone reception there with three providers. I'm pretty sure someone there is running a graviton generator. [/quote]

I will say that Ericsson has been improving since Sony been on board. I do know that their T62 had issues. Signal strength wasn't the problem with Ericsson. It was more an issue of the darn things breaking just after the warranty expired.