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o2 UK Lousy Service

All,
have to say that o2 UK have managed to plumb the depths of lousy service and total indifference to customers requirements. They have increased accessory prices for XDaII as well as reducing the contents. They are managed by a centrally run policy which does not admit to deals being done in other stores and a refusal to honour previously agreed prices.
SHODDY SHODDY SHODDY!!! is the best way to describe them, if you are a customer I would urge you to leave them and if your not I certainly wouldn't join!!!
Dont buy any product from their stores as your likely to get it cheaper, quicker and less hassle from the web (uplands mobile) or other online provider.
Such a shame that a company which brought us a great device can't live up to its customers legitimate expectations!! If you have any more comments please post on this thread.
Thanks
Pete

I can say that was also the case for me at stockport branch, Asking about XDA 2 accessories to be told information like - "yeah we dont know about that" or "no there isnt such thing available for the xda2" !!! what!! when i know there is something available for it and get told there is no such thing, lets just say i dont goto the o2 shop anymore. (was about car kits)
Cheers

shody!
Well sad to say..............
I agree, the service supplied by o2 is crap.
I have been working overseas, my biggest bill was £150, my normal bill was around £12 - £35, I'm away for 7 months, I return home and recieve a bill for £540, when I question it, they say, well pay it and then we will sort it out. I say no,lets sort it now. The answer I get is the computer says its correct although we have major problems with our new system sending out or not sending out correct bills, just pay it and we will return it if youre found tobe right, .....I think not!
So yes,changing companies going to Vodafone, dear but seems tobe more on the ball.

O2 problems seem to be becoming more common lately.
I am on orange now simply because I got fed up of the high tarrif I was put on and I had too much trouble trying to change it. The website fails to complete an order as I always get "We are sorry.... Please call xxx" halfway through entering my address details to start a new contract.
Phoning O2 is even worse, after being transferred to different departments so much I ended up doing a circle I went to an O2 shop. They say they cant do xxx instore so give me one of their phones to call and dial a number. Person on phone says theyll try and do xxx but better going in a shop "cuz they'll definitely be able to do it instore" IM IN AN O2 SHOP MAKING THE CALL!
There is someone else I know who is on O2 Online and they simply arent reading his e-mails correctly and giving dumbed down irrelevant responses. Phoning up to sort out problems is too expensive when in certain situations its O2's fault theres a problem.
Ash

O2 are are the biggest pile of **** MAN

Anyone know of a place where O2 complaints will be taken seriously or can be at least accumulated until a point where the number is enough for O2 to take notice..online petition or something?
The ISP Pipex used to leave many customers with no option but to put up with poor service or switch providers, but a website by angry customers called 'pipexwoe' was set up to collect people's bad (or good) experiences and present them in a collected form. Since then the ISP made significant improvements which may have been in part due to the awareness raised by the website so much so there was talk of changing it to 'pipexwow'.
Something like this needs to be done for O2, they cant simply go on with poorly trained sales staff, a buggy website, buggy billing system and incompetent telephone and e-mail based customer service.
I'm still stuck with O2 just for insurance on the physical XDA 2, but that took about 10 failed website order attempts (yes I now have 6 new O2 e-mail addresses though :roll: !), 50 minutes of phone calls, an hour on top on hold and 2 trips to an O2 shop. Being on hold was ok but every 7 minutes they cut you off and tell you to ring again - i.e. throw you right at the back of the queue again! I got an alternative phone number from the O2 shop without the cut off and got through in 10 minutes... silly!
Ash

On a general basis, I don't know of anywhere you can air your grievances.
But if you (as an account holder) have a serious complaint that you are getting no joy with via Normal Customer Services then they do have a HLC (High Level Complaints) team based in Leeds.
Whilst I have a phone number for them (and I'm not gonna post it here for obvious reasons), you can insist on your complaint being referred to them. They usually deal with complaints via OFCOM, but they are there to deal with referrals.
Having used them twice, I've found them very good. They sorted out my account problems, and compensated me accordingly. This was after normal CS said they couldn't do any more !
HTH
Mark

Agreed. You never get anywhere with O2 unless you are on Friends and Family! :wink:

O2 - the other side
I think caveat emptor applies.
I tried to buy my XDAII last Xmas a voucher to pruchase it for £150, but O2 did not seem able to honour it. I took it to Car phone warehouse who honoured the voucher.
I sent a respectful letter to O2 , and they sent me a £50 M&S voucher.
Mr.G

All
I agree with the respondent who has suggested a website to co-ordinate and publish and publicly punish o2 for their lousy service. I dont know how to go about it but I'd be more than willing to help if anyone knows how to set it up.
Further, aren't you guys amazed that the number of companies with hi level complaints departments these days? That alone says more about the standard of service delivery that anything else possibly can.
These are entire departments set up to protect the CEO etc from the legitimate complaints of customers and to appear to the regulator as customer focused.
If that were true, they would surely spend less on complaint resolution and more on frontline service delivery. If it were true, then the very mechanisms and processes which have given rise to their existence would work effectively on our behalf.
or am I just being silly!
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
This is the CEO of o2 UK, then you'll get a response from the hi level complaints team......wonderful!!
Please keep this thread active and lets see if we cant get them to change their approach to customers!!

peterbutler19 said:
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
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I wouldn't bother, he leaves in a month or so.
Try the Customer Services Director...

I've had enough of 02 recently, they've messed my billing around to the point where even though i've sucessfully paid everything in full by Direct Debit, I still get randomly disconnected and then I have to spend 50p a minute calling them to get it sorted out.
I've got the same contract as i'm on now with Orange, so i'm unlocking my xda2 and moving over.

I left O2 last week too, My bills were approaching £70 a month and i wasnt using any more minutes than i usually do, they seem to be ripping me off for data access, when i phoned them, they couldnt even find any data access on my bill and i just couldnt get a straight answer out of them as to why it was so high,
Plus my 12 month contract was up so i phoned them to see if i could get a free motorola razr out of them as i would have been happy staying with them really but when i asked they just said i would be better canceling my contract and getting a phone from a 3rd party supplier as i would get a better deal, so i did, but not with O2 this time !!!,
When i was about to leave orange many years ago, they bent over backwards offering me free phones and discounts if i stayed with them, not with O2, they just said i was better off leaving and that my contract would terminate in 30 days, they dont seem to care if they loose customers anymore
I cant see me going back to O2 anytime soon now

The thing that swayed me to 02 was the text bundles that they offered at a time when orange weren't offering, which is mainly what I use my phone for. Now, I can get exactly the same contract with orange, and without all the 02 hangups it's time I went back.

Having issues with your wireless provider? Look here for some tips!

Not sure if this is the right place to share this or not, but wanted to give some others some help from my own experiences.
I have recently gone through an awful battle with ATT regarding my upgrade status for a new phone. The very vague version of the story is that three months ago my online account showed me as eligible for an upgrade and I was going to get the Iphone 3GS. When I went to the store to buy it, I was told that I was not eligible because my account (on their end) said I was not eligible. After countless arguments and working my way through the 'ranks' of management I FINALLY came to learn that Apple's agreement with ATT does not allow them flexibility to correct customer concerns with the iphone and they are not allowed to do price overrides. The truth of that is questionable, but regardless they outright refused to give me the standard upgrade pricing on the Iphone. In the end I chose to go with the Captivate and from what Ive read, it was the right choice . I thought though that I would share with you all some free tools and services that are available to consumers that helped me and can help you get your complaints and concerns taken care of.
Most of you I hope already know about some of these, but if you dont they can be priceless.
1. The Better Business Bureau: (w-w-w. bbb .o-r-g) The BBB are the knights in shining armor for consumers. They basically will act as a mediator between you and a company who you are having difficulty getting through to or who you feel are giving you the run around. The best part is that since the BBB gives 'report cards' to millions of companies across the country, you can almost always get in touch with a very high up customer service worker who has more flexibility to help you. ATT in general has a department dedicated strictly only to addressing BBB complaints (Corporate Escalations Department Consumer Complaints Division) The only way you will ever have the privilege to speak with these individuals is to go this route. Theres never a guarantee with the BBB, but it will beat dealing with mindless call center drones who are unwilling or not allowed to take care of your issues appropriately. The complaint process is very easy and user friendly and in the best case scenario you will be contacted by the company within 7 days of filing. The BBB will stay in contact with you throughout the entire process and keep you updated with what the company is submitting to them as well.
2. The Federal Communications Commission: (w-w-w. fcc .g-o-v) Did you know that the FCC oversees the doings of all wireless carriers in the country? If all else fails, an FCC complaint is the equivalent of calling in a customer service artillery attack against a wireless company. The company is REQUIRED to address any complaints submitted by consumers to the FCC and you WILL hear back about your complaint. Best yet, the FCC will fight for your side of things and encourage the carrier to work towards getting you a fair resolution. Again, there are no guarantees, but if your getting the run around continuously then go this route! One of the most common complaints to the FCC about carriers regard early termination fees and with the FCC on your side you can almost always get a clean break from a cell contract without having to pay any of those nasty fees that can add up very quickly.
3.BASIC CUSTOMER SERVICE CALL CENTER WORKERS ARE COMPLETELY WORTHLESS TO YOUR CAUSE! I would repeat that but I think you get the point. Call Center employees are extremely limited in what they can actually do for you. Do yourself a favor and ask to speak to a manager, if they tell you that you the manager will say or give you the same resolve, ignore them and again demand to speak to a manager. Call Center employees are trained to try and steer you away from speaking to anyone above them and they will try to convince you that doing anything above them is pointless. DON'T LISTEN! Stick to your guns and talk to a manager or supervisor.
When it does come time to speak to a manager you will be in much better hands because you will actually be talking to someone who has the authority to resolve your complaint and offer you something in return. Supervisors are USUALLY more sympathetic about your complaint as long as you don't jump down their throats from the get-go. Explain your issue sternly and tell them what you want in return. You don't have to break out the boxing gloves but don't be a pushover either, if you don't get what you want, then move onto the next rung on the ladder. It may sound like a lot of work, but if your getting the work around then it is worth every bit of your time and energy to fight it. Don't back down till you get a fair resolve.
Also, the BBB and FCC are excellent bargaining tools to use in your favor. Threatening to file a complaint with either organization can sometimes be enough to tilt the scale. Companies fear this because they know its incredibly easy to file one and there's a good chance that your going to do it if you threaten it.
Again, desperate times call for powerful action. Don't let these comapnies bully you, tell you that your wrong or the worst one: tell you that you don't understand how something works. Companies love trying to convince you that your wrong and that its your fault that your account or whatever is messed up.

Customer Service = JOKE!

UPDATE: So, I FINALLY got my tablet back today (3/24/11) - after a month of it being away. I'm not going to get in to the fact that I had to call them 3 or 4 more times and talk to 2 supervisors before any real progress was made and my tablet was [pushed to the "front of the line."
No, no, not only was it just left at the door of my apartment (for how long, no-one knows), but when I opened the packaging I discovered that they had torn up 2 of the sides of the Skinomi carbon fiber back that I had stuck on previously AND one of the rubber feet/screw covers was completely missing with a large gouge at the side of the open hole. This whole G-Tablet Warranty process has been a TOTAL disaster. I really hope no-one else here (or the 10,000 new user that just purchased from Woot.com) have to deal with this.
Perhaps the worst example of customer service I have ever experienced.
Well, you guys are going to LOVE this one.
My G-Tbalet had a faulty camera so I organized for it to be repaired through Viewsonic. Sent it away on February 26th.
I have had no response from Viewsonic (no call, email, anything) regarding the repair, so I called them on Friday 11th March.....then Saturday twice......then Monday. Different person each time, all trying to stall me and feed me some BS that they were "looking for it on their computer" or that they were "waiting for updated information on it". Basically they have lost the tablet and have no idea where it is!
They received it on March 1st (as I tracked the delivery) but now they basically have no idea where it is exactly, or how far along on the repair process it is. Yesterday the lady told me that it WAS indeed being repaired (which is progress at least because on Friday and Saturday they had no idea where it was), but had no idea of the time scale or how long it will take to repair it. So I told them I had no option but to take it further. So she said she was going to escalate it to her manager and that she would let me know "as soon as she hears anything" and that the manager would email me with a response too once he had one. That was yesterday. Of course I have had no contact or email today. Go figure.
So I have been without the tablet since the end of February, and I don't see me getting it back before the end of this month. Ridiculous. Hopefully when/if I do get to speak to the manager I can demand a replacement to be sent. What a joke.
Just thought I'd share my experience with the GREAT customer service!

gogorman said:
So I have been without the tablet since the end of February, and I don't see me getting it back before the end of this month. Ridiculous. Hopefully when/if I do get to speak to the manager I can demand a replacement to be sent. What a joke.
Just thought I'd share my experience with the GREAT customer service!
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That's pretty scary. I think this is one area that some of these companies really need to work on. Customer service is a huge deal, but some places just don't have the aptitude for providing it with any ounce of quality. Ahh well, I hope you get it back either repaired or a new one, and soon. I'd be smoking mad if I was without mine for even 2 weeks.

Use the Better Business Bureau to lodge complaints, it has worked for me in the past when I am getting no where fast.

Honestly, aside from the customer service reps not being able to find updates, that's an above average timeframe for repairs. A typical repair on warranty can take anywhere from 1 week if you are EXTREMELY lucky to upwards of a month. Anything passed a month and that's when I'd begin the complaints process. The fact that you are escalating things several times after only 1-2 weeks may get it back to you sooner, but I doubt it. Certain processes, such as repair work, are already set in stone at most companies and regardless of how many calls a customer makes they are not willing to change those processes. I wish you the best of luck in your repair process and hope it all ends well. Good luck.

I had posted awhile ago, that I had called them because I had noticed bad block msgs in dmesg, and they gave me an RMA, but I was a little leery about sending it in. It just seemed like they were too willing to give out an RMA, after just a 5 minute telcon. Anyway I never did send it in, and from your story, that was probably a fortunate thing ...
Sorry to hear about your situation, and hope they actually fix it.
Jim

Is T-mobile merger bad for consumers?

I think so and I'm about to explain why.
I switched to Verizon's HTC thunderbolt from AT&T (out of contract) and being that I pay a month up front, figured AT&T would owe me for a partial month of service. I was surprised to receive a bill for $67 from AT&T that was for 10 days of service. At the time I was busy and didn't call right away. The next month I received a bill for $403!
I called today and they stated it was $300 in ETF fees. I asked why I owed $67 for 10 days of service and got a response that if I switched service I would have to pay for a full month's of service regardless of how many days I used. I told them the FCC has guidelines to prevent big companies from doing things like that and I would not be paying them for service I didn't use. This is when they began to backpedal and say well as a courtesy we will only charge you for 10 days!?! lol, what a courtesy to actually get charged for what I used.
After an hour long conversation with the customer service manager my bill was reduced down to less than $30. I have experienced this similar type of situation with Verizon in the past after not getting good reception where they tried to charge me for a full month of service after porting over my number as well as unjustified ETF fees.
I didn't have a contract with AT&T yet for some reason they were trying to justify these hefty ETF fees that took even the manager in the customer service department an hour to fix.
I think these big cell phone companies try to bully around the consumer rather than win them over. Then claim they are doing you a favor by treating you fairly!
Hearing about the T-mobile merger I'm really starting to wonder what is going to come of the future of mobile services. I have had T-mobile service for 5 years in the past and never have I experienced these kinds of problems, the big 2 have given me.
Once T-mobile is bought out where will the checks and balances of competition be observed? I would have signed up for T-mobile service but they don't have nice phones nor the data connection speed I was looking for.
Hence the dilema, as these companies get larger they gain more power over the consumer and the manufacturer of the devices. We as the consumer have very little say in what occurs other than to sit on the phone and hope the person on the other end can "work it out" in their system.

Large corporations abusing their customers... what else is new?

I've heard these horror stories from both sides of the fence (Verizon + ATT). Just like almost every other business sector in America, customer service is going down with last night's dinner. Instead of "The customer is always right," corporations have now moved to "Get them to a position where they can't say 'no'" leaving consumers no choice but to bend over and take it or band together and sue. Pretty soon instead of labor unions we'll have consumer unions...
/rant

dbisch said:
Large corporations abusing their customers... what else is new?
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I guess the better question is how can I let the government know what happened in my situation and allow them to understand what this means for the consumer?
Or are they just getting paid copious amounts of money to justify the anti-trust situation and there is nothing we as the consumer can do to stop them?
Is there no forum for this other than BBB?
I feel like the FCC should know that both AT&T and Verizon are telling customers they have to pay for service they never receive and then when called out they back down acting like I'm getting one over on them.

Don't know what it is worth.... but...
http://fjallfoss.fcc.gov/ecfs/hotdocket/list

azwildfire said:
Don't know what it is worth.... but...
http://fjallfoss.fcc.gov/ecfs/hotdocket/list
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Thanks! I'll look into it

Well both companies have crappy service, I was a Tmo customer and hated every minute I had them. Couldnt drive home from work without loosing my call 3 or 4 times.

To tell you the truth "customer service" varies just like people are. Depends who you get, and what kind of problem you have. I have had friends that try and twist the system and complain poor customer service because they don't get their way. I have seen people with legitimate problems who don't get help because at times reps don't have the authority to fix the problem. A lot of people don't have patience like they used to have. Sometimes how you present yourself dictates the kind of service you get.
On the subject at hand... I don't think it honestly matters... Consumers have been giving up power for many years... If it bothered you that much about pricing then why bother getting service and paying for it. If people stuck to their guns instead of paying for it then prices would change faster than everyone paying for service.
BEFORE anyone cries and say they need blah blah blah for "emergencies"
ANY phone land line or cellular can dial 911 regardless if it has service or not as required BY LAW... So that's a VERY MOOT point.
If it was an emergency then what are you going to do? Text 911, or look up on the internet how to dial 911 and report an emergency?
At some point with the way things are going choices will be gone... The government will soon be telling us what we can and can't do, what services to get, and everything else imaginable... We are almost there anyway with the way people cry about this and that instead of putting their money where their mouth is.

Filed Formal Complaint With AG In Washinton State

All,
I would encourage you to join me in filing a formal complaint with the Attorney Generals Office within Washington State.
I have made serveral attempts to get T-Mobile to resolve the situation I am having with my G2X. I have had 3 different G2X phones which all reboot on their own.
The only solution T-Mobile can provide me is to suffer and wait for the software update or pay full price for another phone.
I don't find either solution to be satisfactory. I have escalated the issue to a Manager which didn't do any good. I also tried emailing the T-Mobile Executive Customer Service Team (of course no reply).
I filed a formal complaint this morning with the AG. I think we should all be intitled to trade the phone in for another model or be allowed to cancel our contracts.
I will let you know what comes out of this.
Lance

Tmo really said tough cookies or buy another phone? I'm having a hard time believing that. They either will offer you a replacement G2x (which you've obviously done) or after 3-4 swaps, offer you a different phone if you ask for it.
I can't picture them telling you to fork over another 500 for another phone.

Thank you. It's irresponsible to release a phone without any QC, then take months testing an update to fix the problems that should have been fixed before launch. A class action law suit may be in order if Tmo doesn't release the mythical update that will fix everything. In all honestly we have a case with the twitter feeds of tmo and lg promising an update to fix the issue show that they were knowledgeable that the phone they were shipping was defective at launch. Not to mention the ocean of forums and news articles reporting the same problem.
Sent from my iPhone using XDA Premium App

GideonX, that's not true in my case. I tried my damnest to get something else after four phones. T Mo is happy to send me another G2X as the last two came, no box, battery, cover ....nothing, just a phone. I refuse to take a fifth. I was not offered anything else except another G2X, no matter how many people I talked to.
I am going to pay the contract price for the Sensation.
Tell me what I need to do to sign on the complaint. I may start one in Texas too. My problem is, I'm on my forth and they won't offer me a Sensation without me paying for it? How many bad ones do I get before it's on them? I've jumped through hoops here.
And now my daughters much vaunted fault free G2X is now getting hinky as well. Just over a month old.
And I sent an email to the execs (with addresses from consumerist.com) at T Mobile too....not one single reply. No one will answer because they are swamped with complaints I'm thinking.

yea dude tmobile and lg need to get there **** on the ball......fast!!!

Really? Wow....I'm sure the a.g. doesnt have anything important to do besides this. This is ****ing ridiculous
Sent from my LG-P999 using XDA App

laker666 said:
Really? Wow....I'm sure the a.g. doesnt have anything important to do besides this. This is ****ing ridiculous
Sent from my LG-P999 using XDA App
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You're right, Let's just have T Mobile and LG take care of the 2 out 3 bad ones. Oh yeah.

Same thing happened to me. I filed a complaint with the BB and the AG. Received a call from a higher up at Tmo 3 days later who instructed me to return my two G2X's for a full refund and removal of the 2 year extension to my contract. That was after 7 calls to them. Finally got to the highest level of tech support who told me I was too smart for them and that they knew they couldnt argue with my logic about continually replacing the device even though they were knowingly sending me another defective unit. Phones are shipping back today.

The replacement phone is the SGS 4g, which is a downgrade IMO. I just received my fifth phone, I know it's a refurbish because I contacted a rep last Thurs. and the phone was sent on Friday (new phones are on back order). I would have been within my 14 day exchange period, but when phone #3 had the heat up and shut down issue T-Mobile told me I didn't not need to exchange the phone, just the battery. Exchanged battery and it still died. Phone #4 had really, really bad screen bleed. The phone they just delivered, phone #5, has wi-fi issues and screen bleed. About to call and speak with a rep and demand either they send me a new G2X (new box, new battery, etc) or give me my money back as I was duped into letting my 14 day exchange period lapse.
I have been with T-Mobile for almost 10 years and have never complained. T-Mobile really screwed the pooch here on QC.

I have never had a problem getting what I wanted by calling 611. That's really unfortunate that they aren't helping you out but maybe you're asking the wrong questions. Also, I get the most help by staying calm and collected. Hope things get better for you.
Sent from my LG-P999 using Tapatalk

Sensation came out. Tada, that's the equivalent phone.

dpdoughty said:
Same thing happened to me. I filed a complaint with the BB and the AG. Received a call from a higher up at Tmo 3 days later who instructed me to return my two G2X's for a full refund and removal of the 2 year extension to my contract. That was after 7 calls to them. Finally got to the highest level of tech support who told me I was too smart for them and that they knew they couldnt argue with my logic about continually replacing the device even though they were knowingly sending me another defective unit. Phones are shipping back today.
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That sucks.They didn't offer any other options? Because for me, a big part of the equasion is how well T Mobile has treated me overall. So are you going to stay with T Mobile? How did you leave it with them? You canceled?
Even though they are more expensive I've liked how they've treated me on an individual basis, person to person. I get live people easily who are overall empathetic and knowledgable. Some may argue that. I've pissed a few off the reps off, and they still remain civil and respectful.
I think it's too bad. This is actually a huge problem for them. They have to be careful how much they do for people don't they? It could get very expensive.

Just a few more comments as I have read the replies:
1. I too was squeezed out of my remorse period by going through the phone exchange process. As everybody knows, it takes time to get a replacement, try it, send it back, get a replacement, etc....
2. Truly, the only options T-Mobile gave me after having three phones with the same issue 1. get another G2X 2. buy another model, or 3. wait for the software. All three options were not satisfactory to me as nobody can tell me when the software will happen (summer is all I get).
3. I am going to stay with T-Mobile and wait to see how the AG complaint works out. Its a big company against me.
4. Somebody made the comment about only 1 or 2 people having the issue and asked why we didn't have T-Mobile just deal with it rather than escalate. The fact is, many of these phones have problems. T-Mobile has been sending internal memos to their employees giving talking points, etc. about phone calls which come in regarding.
Thanks,
Lance

It is unfortunate that your phones are defective.
My phone has being pretty solid and I'm very happy with my purchase.
Sent from my G2x

ickster said:
That sucks.They didn't offer any other options? Because for me, a big part of the equasion is how well T Mobile has treated me overall. So are you going to stay with T Mobile? How did you leave it with them? You canceled?
Even though they are more expensive I've liked how they've treated me on an individual basis, person to person. I get live people easily who are overall empathetic and knowledgable. Some may argue that. I've pissed a few off the reps off, and they still remain civil and respectful.
I think it's too bad. This is actually a huge problem for them. They have to be careful how much they do for people don't they? It could get very expensive.
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I will probably wait out the SGS II on Verizon and jump ship. I have been pretty impressed with T-mo's support in general. However when I talk to a retention rep and they tell me that my battery life and freezing/locking up are part of the Android OS since the G1, thats where I draw the line. I then spoke with the their supervisor who told me that they have been using android for 5 (???) years and this is just what I should expect from Android. I should be clearing my Phone logs and txt messages daily to ensure proper functionality of the phone.
I was offered continual replacements until the problem fixed itself. When speaking with the top teir they told me that LG has to agree to what phone you receive if you are getting a comparable phone. Usually it is never a like trade. It was at that point she recommended I check out some of the online communities to see if they had a solution. She couldnt "officially" recommend it but said there might be a solution on one of them. I told her I was an active member of xda and that I already ripped the phone apart to no successful end.

Well, The phones do have issues for sure. My G2X is on the lighter side of the issue pool with only the occasional reboot and shut down that requires a battery pull. Oh and I can't forget the damn Data connection bouncing between 4G and nill like a superball on meth any time I try to actually use my Unlimited-Limited Data plan. (2GB with speed capped is not unlimited but I knew this when I paid for the service.)
I don't know what the AG can or really will do about something like this. A private attorney could possible make a case for a defective unit that was intentionally sold knowing it was defective. But proving someone KNEW something is kinda difficult. It would be fairly fruitless unless T-mo made a blanket statement and refused to support us anymore at all. The contracts are very well worded to specifically make moves like this a non-issue for T-mo.
I'm on hold trying to get a replacement battery to see if that helps, I know it wont but a second battery would be nice anyway. I love my G2X, and honestly I'd do it over again knowing what I know now because Ive had countless hours of enjoyment playing games on it, and just using it.
***Edit: And just like that they are shipping me a replacement Battery. I'm finding it hard to be upset with the T-mo support people. ***

OP, I know someone in the AG's office in Olympia. I sent them a one-pager of my experiences to add to yours. They actually have a case open against T-Mobile for unfair business practices having to do with terms disclosure so the handling of the G2X issues can easily be added to that. And you don't still have to have the phone in order to get involved. If the AG's findings are against T-Mobile there's a shot at remedy and/or financial compensation for both current and former Washington owners. And if Washington sites T-Mobile, others in other States can forward the findings to their AG which makes it easier to get the case picked up.

GideonX said:
Tmo really said tough cookies or buy another phone? I'm having a hard time believing that. They either will offer you a replacement G2x (which you've obviously done) or after 3-4 swaps, offer you a different phone if you ask for it.
I can't picture them telling you to fork over another 500 for another phone.
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i dont have a hard time believing that...they said the same crap to me when i went thru 6 refurbished G2 phones in a little over a month, 4 of them in about one weeks time because they were defects out of the box. they offered me various phones which none were acceptable to me, and then they decided to tell me that i can pay full retail, or contact HTC for repairs, which i thought was dumb because HTC fixed the refurbs so why would i go thru more work for the same results?
honestly, these phone makers are so worried about production they dont give a **** about quality and performance, because they know some sucker will pay full retail for the next supposed better model.

dpdoughty said:
However when I talk to a retention rep and they tell me that my battery life and freezing/locking up are part of the Android OS since the G1, thats where I draw the line. I then spoke with the their supervisor who told me that they have been using android for 5 (???) years and this is just what I should expect from Android. I should be clearing my Phone logs and txt messages daily to ensure proper functionality of the phone..
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yea thats bull****! i had a directv rep tell me it can take up to 8 MINUTES, yes minutes for an hd channel to tune in when i complained about how slow my box was. i was told in a store that the G2x requires more charging when i went to swap my battery out, i said maybe so, but in reality my G2 under 4 times the usage got me a whole days use, the G2x battery got me half a day under less use, so that makes no sense at all. i can see charging it half way thru the day with the same use as my G2.....they really think most customers are that stupid and will listen to anything their big corporate brother tells them. for the time i used android, erasing stuff never made my phone work better except on my G1 where i limited my SMS to 25 per thread, as my messaging app was always slow unless i deleted them. these reps will tell you anything just to get your ass off the phone
i remember when i was a sales rep the crap they wanted us to tell people on why a phone was laggy, or slow, etc. remember that pile of crap, the moto Q? instead of dealing with the problems they had and the complaints, i would just tell people that they were piles of crap and dont bother....instead they wanted us to say that an extended battery will resolve the lack of battery life...so someone that wants a nice thin phone cant have a nice thin phone with that battery!!! so lets move on to another device. oh, the trackwheel/pad sucks? they would tell us to tell people windows will constantly update the device to work better. year right.... well how about blackberry, its a lot smoother...thats my answer!!

Xenolance said:
I'm on hold trying to get a replacement battery to see if that helps, I know it wont but a second battery would be nice anyway. I love my G2X, and honestly I'd do it over again knowing what I know now because Ive had countless hours of enjoyment playing games on it, and just using it.
***Edit: And just like that they are shipping me a replacement Battery. I'm finding it hard to be upset with the T-mo support people. ***
Click to expand...
Click to collapse
I got my replacement battery today. So I went back to my stock backup (from CM7) and put in my new battery (read 86%) which had a "build date" of about a month after my first one.
The phone reset itself in less than 30 minutes while charging to full...