Database Info

My email of disgust to HTC........

Like many of you I am now totally fed with HTC's lack of customer support. The content of my email shows that I have never received a reply from them in response to any of my emails. They were all posted through the official contact email form at http://member.htc.com/CustomerService/CS_Mail.aspx
This is my fifth (yes, 5th) email to you on this matter and you have not yet bothered to reply to me.
I am now disgusted with the (lack of) support offered by HTC and I will NEVER recommend HTC to anyone. How on Earth can you get away with simply ignoring your customers? This is no way to treat loyal customers who have purchased at least two other HTC devices in the past.
My original complaint related to the, by now, well reported missing video drivers issue on my Touch Cruise mobile phone. But, to be honest, that was more than seven months ago and I am now so disillusioned with HTC I am unlikely to ever purchase another device from you again for the followin greasons:- a) for completely failing to take my concerns seriously, b) for failing to deliver on promises made in various forums that a software fix would be released, and c) for failing to deliver a WM6.1 update for the Touch Cruise that HTC also promised to provide.
I usually, at this point in my emails, request a response from you but experience tells me that is unlikely to happen so I send this email simply in the hope that someone at HTC will at least read it and understand that your company is alienating many of its customers by simply ignoring their requests for support.
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I will wait to see if this one gets a reply.
gadgetgaz is NOT holding his breath
EDIT: I just re-read this and wished I hadn't posted it but there is no option to delete. I posted in just after sending my email to HTC because I wanted someone, anyone, to understand how frustrating it is to be ignored. anyway, sorry for boring you with this

Hopefully your tantrum-email made you feel better, but you're beating a dead horse... Nothing will change, accept it and move on.
If you purchase an HTC-branded device not through your carrier, you are completely on your own support-wise. It's nice that HTC offers such a variety of handset choices, however, it would be better if they would also expand their support offerings.

seems to me you were a bit quick in the flaming process:
HTC is really working on a fix/update, and its expected in the next few days

That changes nothing on the fact that they never reply on a email on there official support line.
They have to change a lot here.

gadgetgaz said:
Like many of you I am now totally fed with HTC's lack of customer support. The content of my email shows that I have never received a reply from them in response to any of my emails. They were all posted through the official contact email form at http://member.htc.com/CustomerService/CS_Mail.aspx
I will wait to see if this one gets a reply.
gadgetgaz is NOT holding his breath
EDIT: I just re-read this and wished I hadn't posted it but there is no option to delete. I posted in just after sending my email to HTC because I wanted someone, anyone, to understand how frustrating it is to be ignored. anyway, sorry for boring you with this
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Well if its any consolation to you..i have yet to come across any device manufacturer who provides good customer service...and i have used models from three different ones they are all the same...
Cheers

ahmedmohsin said:
seems to me you were a bit quick in the flaming process:
HTC is really working on a fix/update, and its expected in the next few days
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Yep, I tend to fire from the hip sometimes. I did say though that I realise I shouldn't have posted it.
Regarding the fix/update, I really, really hope I will be eating my words but I'll believe it when I see it!
Anyway, like Borizli says, my beef was about the failure to respond to simple email support requests rather than the driver issue.
Let's all keep out fingers crossed for an update that does what we are hoping for

I bet there are htc engineers and developers on this forum as well. And they should be long aware what we really need from their products. It's just the company policy and their management team don't put effort on it. To be honest, htc is still growing bigger and bigger with lack of support. it seems they can always get away with it.

Useless
you can write thousand e-mails and you'll never receive a "intelligent" reply.
The strategy of HTC is to develop new PDA's without take care of the previous one.

Tell Samsung yourself that GPS is worthless - www.galaxyshelp.com

Samsung just released their official help site for the Galaxy S. I just finished a chat session with tech support concerning the GPS issues. Basically, he said they are aware of it and the engineers are working on it. If enough of us report the issue, I'm sure they will feel the pressure to release a fix to us ASAP.
You dont need to register, when it ask you if you have registered you phone, just hit "yes". Then it will bring you to ways you can contact them.

ultra spikey said:
Samsung just released their official help site for the Galaxy S. I just finished a chat session with tech support concerning the GPS issues. Basically, he said they are aware of it and the engineers are working on it. If enough of us report the issue, I'm sure they will feel the pressure to release a fix to us ASAP.
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I must have gotten a bad agent, cause she told me there was no patch or fix (at least at the time), and she told me to try everything I've already done. *Sigh* I think I just have bad luck when talking to people online or over the phone.

How will annoying them get it done faster? The help agent isn't going to tell the software engineers to work faster.

caelestis2 said:
How will annoying them get it done faster? The help agent isn't going to tell the software engineers to work faster.
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Most help lines mark down the general reason for a call. Later the stats are compiled to determine trends. If gps ranks high someone will probably notice and decide it is important.

yup!
Anyway I don't have a big issue with the gps. Just wait 60 seconds and it's good ( in Los Angeles, suburban areas. )

k2snowboards88 said:
Most help lines mark down the general reason for a call. Later the stats are compiled to determine trends. If gps ranks high someone will probably notice and decide it is important.
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This is how we do it at Sprint.
Sent from my Samsung Galaxy S

I have no gps issues after changing the settings.
Sent from my SAMSUNG-SGH-I897 using XDA App

ultra spikey said:
Samsung just released their official help site for the Galaxy S. I just finished a chat session with tech support concerning the GPS issues. Basically, he said they are aware of it and the engineers are working on it. If enough of us report the issue, I'm sure they will feel the pressure to release a fix to us ASAP.
You dont need to register, when it ask you if you have registered you phone, just hit "yes". Then it will bring you to ways you can contact them.
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Any chance you can provide the link. Do a search on Google and all kind of stuff comes up.

ewingr said:
Any chance you can provide the link. Do a search on Google and all kind of stuff comes up.
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Uh...it's in the title of the thread

Emailed them and sent them links to all forums that discusses GPS issues.

Got on galaxyshelp.com and talked to a rep. The second I mentioned GPS he gave me a phone number to call and said that higher up reps would have to discuss the issue with me. I'll try calling sometime this weekend and see what I can find out.

zorphnog said:
Uh...it's in the title of the thread
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Sorry. Didn't notice. I'm accustomed to people putting clickable links to use.

While you are at it, tell them you want them to fix the IO glitch, add some more audio codecs, fix the fm radio, and optimize touchwiz for the next patch.

ewingr said:
Sorry. Didn't notice. I'm accustomed to people putting clickable links to use.
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http://www.galaxyshelp.com/

ultra spikey said:
Samsung just released their official help site for the Galaxy S. I just finished a chat session with tech support concerning the GPS issues. Basically, he said they are aware of it and the engineers are working on it. If enough of us report the issue, I'm sure they will feel the pressure to release a fix to us ASAP.
You dont need to register, when it ask you if you have registered you phone, just hit "yes". Then it will bring you to ways you can contact them.
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wow i said this about a couple of days ago in a diff post and no one replied

This is the email I received from them:
Thank you for your inquiry. We understand your distress concerning the GPS feature of your Samsung Captivate. We recommend obtaining the initial lock while outdoors in clear view of the sky.
You can also try this steps:
You must select Settings > Location and security > Use wireless networks or Use GPS satellites.
Regarding your concern on the GPS capabilities of your phone, Samsung Mobile is aware that under certain conditions, the GPS on our U.S. Galaxy S devices may not be meeting performance expectations. We are diligently evaluating the situation and will provide an update as soon as possible.
We are committed to your satisfaction and would like to assist you in finding a resolution to this issue. We invite you to call Samsung Customer Support by phone at our toll free number 1-888-987-4357 between the hours 7:00 a.m. to 9:00 p.m. Monday through Friday, Central Standard Time. You will be transferred to a high level of support regarding your GPS problem on the phone.
Again, we do apologize for any inconvenience this may cause you. Thank you for your continued interest in Samsung products. We hope that your future dealings with Samsung are much more enjoyable.
It is our hope that you will allow us another opportunity to serve you.
Sincerely,
Technical Support
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Not keeping my hopes up since this just could be a uniformed message.

Samsung must suck at gps it was broken on the moment
My friend has Samsung from uscellular and now galaxy that's 3 diff models with Android from Samsung that I know of gps being broken out of box
Sent from my PC36100 using XDA App

jhego said:
This is the email I received from them:
Not keeping my hopes up since this just could be a uniformed message.
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I got the same message so that is their current canned response.

{Make Sticky} We need Source

Dear Forums,
As we all know, the key to having a truly customizable device is having the source for their builds, and as we also all know, Viewsonic has not released the source code for their Gtablet.
If we all find the correct email to contact, much like all other companies they will be pressured into releasing the source to the community.
Let's get this done.
LETTER
Dear Viewsonic,
We are aware your company has directed many customers calling for technical support to the gTablet sub-forum of xda-developers
http://forum.xda-developers.com/forumdisplay.php?f=841
Please consider listening to what the community as asking for.
By using the Linux Kernel in your device you are required by the Free Software Foundation's General Public License (GPLv2) to release the source code for the kernel. If there is any proprietary software involved in said code, then you have the right to protect your investment, and not include that with the source release.
We are entitled to the source to change our tablets in the way we see fit with the full understanding that when we modify our tablets software we remove ourselves from any sort of warranty you may offer.
Furthermore, we would like an open dialog between with your developers concerning the software which is shipped with the gTablet. It well known among the community that the return rate for the gTablet is unnaturally high. The version of Android developed by Tap n Tap does not provide a positive user experience for the average user. By this time you should be aware of such feedback coming from the main distributors of the gTablet, Sears and Staples. This situation will only continue to get worse as detailed professional reviews of this product begin to circulate around the Internet. One such review I am referring to will be posted to Anandtech.com in the next few days.
http://www.anandtech.com/show/4054/first-look-viewsonic-gtablet-and-tegra-2-performance-preview
Barnes and Noble has released a Software Development Kit as well as source code to enable the community to make the Nook Color the best product it can be.
http://www.barnesandnobleinc.com/press_releases/2010_oct_26_nook_developer.html
Please follow their example. By working together we can make the gTablet a real competitor in the burgeoning tablet marketplace.
Sincerely,
The gTablet Community from xda-developers.com

I'll second that. Not sure what we can do, but they should be reminded.
Sent from my T-Mobile G2 using XDA App

Viewsonic's main website has a support tab that you can send inquiries. Do you think it would get to the right place if we used that?

The email avenue did not work for me
xmr405o said:
Viewsonic's main website has a support tab that you can send inquiries. Do you think it would get to the right place if we used that?
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I tried using the email tech support method for the web site; got this response back:
Dear Mr. Walker,
Thank you for contacting ViewSonic Technical Support.
I apologize but as much as I wanted to assist you with it, the product that you are inquiring about is handled by a different technical department.
You may contact them by calling 1-866-501-6405 between 8am-5pm PST, Monday through Friday.
If you have other technical concerns, feel free to contact us again. Thank you for giving us the opportunity to assist you.
Sincerely,
Josef
ViewSonic Technical Support
(800) 688-6688 (USA)
(866) 463-4775(Canada)

[email protected] said:
I tried using the email tech support method for the web site; got this response back:
Dear Mr. Walker,
Thank you for contacting ViewSonic Technical Support.
I apologize but as much as I wanted to assist you with it, the product that you are inquiring about is handled by a different technical department.
You may contact them by calling 1-866-501-6405 between 8am-5pm PST, Monday through Friday.
If you have other technical concerns, feel free to contact us again. Thank you for giving us the opportunity to assist you.
Sincerely,
Josef
ViewSonic Technical Support
(800) 688-6688 (USA)
(866) 463-4775(Canada)
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Go for it. it has to drop sooner or later. the more pressure from the community, the better. I'll drop them a line as well.

I get the feeling that instead of taking the time to lock the device down like is done with phones and other android devices, they decided they will just not release the code and hope to stall out mods that way.

TheMongol said:
I get the feeling that instead of taking the time to lock the device down like is done with phones and other android devices, they decided they will just not release the code and hope to stall out mods that way.
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That'd work, except for the fact that it's against the GPL, and that'd be breaking the law. They have to make it available, it's just a matter of pressuring them into doing so sooner than later.

just sent off my second email to viewsonic regarding the gtablet (along with a note telling them to fwd the email accordingly). i will let you guys know if i get a response.

Just called in. They are taking people's contact info that say they are android developers (they started doing that today) and they said they are not doing it to track us or anything like that, but to contact us...like say...when the source is released.
Everybody, call. Emailing isn't going to get you anywhere.
I informed them that they will legally have to release source under GPL, he said he will be passing that up to the developers. It sounds like we may be getting somewhere, but we need to call...the more the merrier. It sounds like they have a small call center so its not how many times you call, but how many different people call at this point.

myndwire said:
That'd work, except for the fact that it's against the GPL, and that'd be breaking the law. They have to make it available, it's just a matter of pressuring them into doing so sooner than later.
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Oh yes indeed. But that doesn't mean people won't try to get away with things from time to time. Perhaps they are not even aware. I know I am going to call and ask soon even though I just started developing on android.

I called them today, as well - good bunch of people over there and a pleasure to talk with them.
I'm serious - in a world of reps in third world countries speaking broken english and working off a script, the VS reps are a breath of fresh air and Viewsonic should be commended for that alone. I put in my usual request to please release the source and I was told that they will pass it onto the development team.
I don't expect anything to come from it, but they do know who I am and who we are, so I'm hoping that VS management throws us a bone once they realize what a mistake it was adding that TnT layer.

roebeet said:
I called them today, as well - good bunch of people over there and a pleasure to talk with them.
I'm serious - in a world of reps in third world countries speaking broken english and working off a script, the VS reps are a breath of fresh air and Viewsonic should be commented for that alone. I put in my usual request to please release the source and I was told that they will pass it onto the development team.
I don't expect anything to come from it, but they do know who I am and who we are, so I'm hoping that VS management throws us a bone once they realize what a mistake it was adding that TnT layer.
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I agree. The guy I talked to was pretty cool. He also said that the developers are being very persistent about keeping TnT in place. Very nice to talk to someone that can actually speak English

scsione889 said:
I agree. The guy I talked to was pretty cool, and even he came out and said xxxxxxxxxxxxxxxxxxxxxxxxxxxxx. He also said that the developers are being very persistent about keeping TnT in place. Very nice to talk to someone that can actually speak English
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Watch out, they read these forums, don't want to get the poor guy fired!

jacindc said:
Watch out, they read these forums, don't want to get the poor guy fired!
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x2 on that! Rule of thumb - if you write something here about a conversation with CS, assume that their management might read it and how that would look.

Just spoke with Mike @ Viewsonic gtablet support. First, they are very nice! Second, Mike said that they are working on a release, but no date yet. Finally, Mike said that they would be posting it to viewsonic.com/gtablet website (and to also check xda-developers.com for other updates).
They also took my e-mail address - hopefully to send out a blast when they are finally able to post it.
BTW, Mike - thanks!
I also have to echo others who have posted here - Thank you, Viewsonic, for having people who can speak English!!

I figured I would do my part as well. I called & spoke to a tech who said they were not releasing it & have no plans to do so. I said its linux based & the GPL says they have to release the source by law. He said they dont support changing the operating system. I said Android is linux based & falls under the GPL. He then transfered me to a senior tech who said:
Tap n tap is proprietary & therefore it doesn’t fall in the GPL. He said the TNT is also horrendous & they want to protect the tap n tap ‘investment’ which is why the source wont be released. They did not ask for my information aside from my first name for the conversation we had. He basically said they were not going to release the source regardless of how many people called. The only way to get it is to sue the company & force them to do so. Obviously, I am not looking to spend more money just to get the source. He knows that, the company knows that & until someone bucks up & hires an attorney, viewsonic doesn’t care.
He did say that they did get a number of calls, he feels for me, he said others have rooted it but tough titties (my summary).

RichTJ99 said:
He basically said they were not going to release the source regardless of how many people called. The only way to get it is to sue the company & force them to do so.
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Boy, did my blood pressure just skyrocket.

RichTJ99 said:
I figured I would do my part as well. I called & spoke to a tech who said they were not releasing it & have no plans to do so. I said its linux based & the GPL says they have to release the source by law. He said they dont support changing the operating system. I said Android is linux based & falls under the GPL. He then transfered me to a senior tech who said:
Tap n tap is proprietary & therefore it doesn’t fall in the GPL. He said the TNT is also horrendous & they want to protect the tap n tap ‘investment’ which is why the source wont be released. They did not ask for my information aside from my first name for the conversation we had. He basically said they were not going to release the source regardless of how many people called. The only way to get it is to sue the company & force them to do so. Obviously, I am not looking to spend more money just to get the source. He knows that, the company knows that & until someone bucks up & hires an attorney, viewsonic doesn’t care.
He did say that they did get a number of calls, he feels for me, he said others have rooted it but tough titties (my summary).
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Thanks for the info.
What I don't understand is why is it that HTC is bound to GPL in that it must release source for its devices even though the majority of HTC devices has the proprietary software, Sense?
I don't think having proprietary software on a device exempts a company from conforming to GPL.

i think they must be new to linux or HTC is very used to dealing with Linux.
The senior tech was sympathetic but was firm in repeating the company plans. Heck their twitter page sais the same exact thing.
It makes me wonder if I should return it.

RichTJ99 said:
i think they must be new to linux or HTC is very used to dealing with Linux.
The senior tech was sympathetic but was firm in repeating the company plans. Heck their twitter page sais the same exact thing.
It makes me wonder if I should return it.
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I agree- without source, the gtab won't be able to experience its full potential especially if Viewsonic thinks anyone likes tapntap. Makes me wonder if I should return mine even though (outside of a few annoyances) I really like the device.
Viewsonic has to release source. Their device is Linux based with a proprietary software user interface just like HTC devices. This is ridiculous.

Contact Samsung directly in regards to Bootloader

Hey guys, instead of only filling complaints with the FCC/Verizon, we should also be pursuing Samsung. I already went ahead and sent out a message on their contact site. It isn't a direct letter to a CEO or anything like that, but, one would believe that enough attention will get a letter slipped through the cracks.
Remember, use tact, type grammatically correct, and be extremely respectful. They may "work for us", and we may "own the product", but without them directly breaking a law, we have no reason to get out of line.
For those of you who have yet to file a complaint with the FCC, might as well spend the time doing that as well in the same sitting.
Here is the letter I sent, as well as the link to their form.
https://contactus.samsung.com/custo...MailQuestionProduct.jsp?SITE_ID=1&titleCode=1
Sir or Ma'am,
I am writing today in regards to the issue with the locked bootloader on the Verizon SCH-i535. In many regards this is one of the greatest phones I have ever used, I also have the Verizon Nexus device. My issue, along with thousands of other Verizon subscribers, is that we would like the capability to unlock the device for free use.
Verizon was just recently fined for not allowing certain apps like tethering to be used on the network by the FCC. I know this doesn't hold any relevance much to the bootloader, however, it seems as if with Verizon being the only network requiring such locks that there must be some other underlying decision. Manufacturers like HTC have taken measures to allow unlocking of their devices on Verizon with their HTC Developers portal. This may only be a personal, or small community opinion, but I believe the device would sell significantly better, at least among the knowledgeable developers/modders, if it was unlocked, or unlock-able.
There have been several petitions past around, as well as dozens of e-mails, tweets, and the like to try and understand why we are being forced to be locked down unlike the other carriers. It doesn't seem appropriate that the Galaxy Nexus should be capable of being unlocked, while this device cannot. How does locking one device prevent harming the "integrity" of the network? If this were truly an issue, I would assume any and every device would be locked before they were even introduced to the network, as well, other carriers would follow suit.
In a side note, many willing customers have been awaiting the "Developer Edition" device. We are all aware that there really is not difference between this device and ours, aside from being capable of unlocking. So, how can there be 2 of the same devices on the same network, yet the device we hold cannot be unlocked? It really seems as if you guys are trying to work FOR us, the customer, while Verizon is working against all of us.
In the end, really I am just another loyal customer curious as to if/when we could see a utility that would give us the capability of unlocking out device to use at our liking? We are all well aware that it may void our warranty, but in our eyes the benefit outweighs the risk.
I would like to ask politely if my concern be passed along to all of those that may be concerned, specifically Samsung Mobile US CEO and such.
Thank you all for your time, I look forward to a response.
Respectfully,
Andrew Lemacks
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I will do the same with your template. Thank you sir

No problem. This tactic has worked on HTC devices, I would assume Samsung should follow suit. Although, Samsung has less to lose.

Very nice letter, hopefully you can get a response or have your letter be passed along to somebody who can say something that doesn't sound like automated message.

Will do. Thank you!

Sent mine.

JetBlue said:
Very nice letter, hopefully you can get a response or have your letter be passed along to somebody who can say something that doesn't sound like automated message.
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Realized auto-correct isn't automatically correct after re-reading it, lol. *out* instead of *our*
duxup said:
Will do. Thank you!
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detta123 said:
Sent mine.
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Awesome, the more the better.

Anyone who hasn't seen, you may want to follow up with using EDNYLaw's template for filing your complaint in about the best manner possible. He couldn't make it any easier! When they FCC gets flooded with complaints like that, it's a lot harder to look the other way as you shred what look like "legal" documents. Take the time people. http://forum.xda-developers.com/showthread.php?t=1820634&page=8

Good luck!

No need for luck.

Already sent the FCC complaint, not just did this as well.

Awesome, let's continue the push everyone!
Edit: tapatalk thinks I'm on a nexus, lol.
Sent from my Galaxy Nexus using Tapatalk 2

Looks like I got my reply.
Code:
Dear Chris,
Thank you for your inquiry about your Samsung Galaxy S® III (Verizon)(SCH-I535) and we understand that you're having concern with the locked bootloader of the phone.
We also understand that you're requesting to have the option to unlocked the bootloader of the phone, instead of purchasing a Verizon's Developers Edition Galaxy S3 phone.
We apologize for any inconvenience this may have caused you. We appreciate hearing from our customers, as your comments are vital for us to continue improving our products, as well as our business.
There is no configurable option on the handset to unlock the Bootloader, as this may affect the software of the phone and also can cause unstable performace. The phone was designed manufactured to the specifications of Verizon Wireless for whom they are produced. We will forward your feedback request to the appropriate parties for further review and consideration.
Do you have more questions regarding Samsung Mobile Phones and Accessories? For 24 hour information and assistance, we offer our new FAQ/ARS System - Automated Response System at http://www.samsung.com/support.
Thank you for your continued interest in Samsung products.
Sincerely,
Victor
Technical Support

I haven't even received a standard reply yet. I didn't even get an automated response stating they got my inquiry. I may need to resubmit, unless this means they are actually reading what we say and replying in kind.
ddggttff3 said:
Looks like I got my reply.
Code:
Dear Chris,
Thank you for your inquiry about your Samsung Galaxy S® III (Verizon)(SCH-I535) and we understand that you're having concern with the locked bootloader of the phone.
We also understand that you're requesting to have the option to unlocked the bootloader of the phone, instead of purchasing a Verizon's Developers Edition Galaxy S3 phone.
We apologize for any inconvenience this may have caused you. We appreciate hearing from our customers, as your comments are vital for us to continue improving our products, as well as our business.
There is no configurable option on the handset to unlock the Bootloader, as this may affect the software of the phone and also can cause unstable performace. The phone was designed manufactured to the specifications of Verizon Wireless for whom they are produced. We will forward your feedback request to the appropriate parties for further review and consideration.
Do you have more questions regarding Samsung Mobile Phones and Accessories? For 24 hour information and assistance, we offer our new FAQ/ARS System - Automated Response System at http://www.samsung.com/support.
Thank you for your continued interest in Samsung products.
Sincerely,
Victor
Technical Support
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AtLemacks said:
I haven't even received a standard reply yet. I didn't even get an automated response stating they got my inquiry. I may need to resubmit, unless this means they are actually reading what we say and replying in kind.
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I never got a confirmation email from sending the message, but that showed up in my inbox today, so im guessing they are reading them one by one.

ddggttff3 said:
I never got a confirmation email from sending the message, but that showed up in my inbox today, so im guessing they are reading them one by one.
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Well that is a good sign! Here's to hoping I get something good this weekend!

AtLemacks said:
Remember, use tact, type grammatically correct, and be extremely respectful. They may "work for us", and we may "own the product", but without them directly breaking a law, we have no reason to get out of line.
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This. This! 1,000 times this!
The fastest way to get any communication to a company round-filed is to be disrespectful, to not meticulously grammar-check your writing (seriously, have at least one other person check it for you before sending), and to resort to foul language of any sort (even milder stuff like "damn", "hell", etc can give your letter an offputting tone).
As AtLemacks said, they're not breaking the law, and they've done this under the direction of Verizon. As crappy as Samsung can be in the software arena, they are not ultimately to blame for this (though they could bear some culpability for not pushing back).
So please, check your writing, have someone else read it, read it again, put it down and go to bed for the night, then read it again when you get up in the morning before you send it out.

I got a response from Samsung today and I just had to post it here. My emotions as I initially saw that I had this but then started, and completed, reading it: :victory: -> ->:rofl: -> :crying:. I have not altered ANY of this email including the names. As you read it, keep in mind my letter was extremely polite and grammatically correct...and my name is NOT Rick.
Dear Rick,
Thank you for your inquiry. I see that that you have question of unlock the bootloader so you can customize the phone.
As of now We still do not have updates about that, and as of now verizon lock the bootloader.But if we have update about unlocking the bootloader will be posting it to the website so please do visit our website(www.samsung.com/us).
At your earliest convenience, please call Samsung Customer Support by phone at our toll free number 1-800-726-7864. Please choose the following options by pressing 1 – Customer, 2 – Tablet, and then 3 – Wi-Fi Galaxy Tablet.
We appreciate your continued interest in Samsung products.
Sincerely,
Claire
Technical Support

I got the good ole generic reply back too, that it has been forwarded. Now, if there is any weight to the statement, lets keep the push going and fill up a few e-mail inbox's!

AT&t chat about one xl jelly bean roll out.

Hey peeps just for kicks I contacted customer un-support to inquire about hox at&t jelly bean update.The following is my chat,where the tech gets mad at me for,asking them to send me the update since they cant fix it.Then he ends the chat,when I say his pre-written statement's are insulting,and the at&t devs are amateur's. I thought it was hilarious,this guy did not.
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Geofrey Holt '
Geofrey Holt : Hello Blaz1nr, My name is Geoffrey and I would be happy to help you today. Please give me one moment to look up your account information.
Geofrey Holt : Just so I understand your problem your phone is not updated to jellybean?
blaz1nr: I know for sure you recieved to software upgrade from HTC over 3 months ago.Is your dev team having problems? No one x is receiving the update its not even slated for roll out,according to sources at at&t.
blaz1nr: So when can i expect update this?
Geofrey Holt : Have you checked your phone to see if it is available for a update?
blaz1nr: I just told you its not available to any U.S at&t htc one xl.You at at&T have not provided the update yet. You guys are operating these devices on my airwaves, the publicly owned bandwidth that is leased by the FCC in the public's best interest. Yet somehow we pay alot more for service that is accompanied by terrible customer service,and updates & support clearly are a part of that. This also hints as to why AT&T has lost most its customer base,and become rated dead last for customer service by Consumer Reports and other rating agencies
blaz1nr: I was asking you to check your data base,and tell me when this update will be allowed by at&t.
Geofrey Holt : Just one moment please.
Geofrey Holt : At&t is trying to put this update out as soon as possible. They are pushing this update out in batches. And we do not know when those batches are pushed out. You will receive a text message on your phone when it is available for your phone.
Geofrey Holt : I know this can be frustrating but we are trying to get these updates out as quickly as possible.
blaz1nr: That's exactly it.You have no idea when it will push out.And do you think its ok that only at&t held this update from its customers? I don't appreciate being giving a sorry just wait answer.I know for sure at&t has not even began to do this.So what your tell me is a total lie,or you know nothing about the company you work for.The one xl+ has received two its already going to the next platform again. This phone came much much later. As I expected we the customer are left,with terrible support and no real answers as to why the whole world has this update and we cannot. We the customer own your terrible company,and we demand the same respect other carriers give their customers.
Geofrey Holt : Just to confirm your your HTC one x that you are using is on # ****?
blaz1nr: nope ****
Geofrey Holt : Once a update is released by the manufacture at&t puts it through testing. once they are confidant that it will work with the at&t network it will be released. I do apologize but we do not have a release date.
Geofrey Holt : Are you still with me in this chat?
blaz1nr: well just to let you know,it does work,in fact the version from Canada,works perfect and its from a different carrier altogether.Almost 15 years as a customer and this what I get.Ill tell you what send me the update,ill have it stable and ready to push by tonight.That's how fast I can do it,and I have had no schooling for this at all.But i can for sure fix this entire update in under one day.By my self.This just proves someone like me that can build this from source with no training at all,is far more quilified then your own dev team. This is very sad.You should be ashamed of your subpar dev team.SEND ME THE UPDATE ILL FIX IT.This is total bull%h!&.
Geofrey Holt : Once a manufacturer releases an update to us, AT&T puts it through rigorous testing to ensure its compatibility with our network. Only once we are satisfied that the update will work properly on our systems without causing a negative customer experience will we then make it available for our AT&T branded devices. This can sometimes be a lengthy process that may include working with the manufacturer and developers to make needed changes. There have been some instances in the past where we have simply never released updates due to conflicts and unresolvable problems. At this time the update you are looking for is not yet available for your AT&T device. I am sorry, but we will need to wait to see if and when it is approved by our testing team.
blaz1nr : Well it seems you didn't actually read anything i typed did you? Did you read anything it at all? I tell you what,your pre-written answers are insulting.Do you think were stupid? Your not pushing it because you put it on the end of support list.Which you never stated.You have done nothing but insult my intelligence.This is very typical of so called tech support at at&t.
Your AT&T representative has closed the chat session

Sounds like you were being a **** to a guy that was just trying to do his job.

Well if not telling the truth is doing your job, then yes I was.
Sent from my HTC One X using Xparent Green Tapatalk 2

7786 said:
Sounds like you were being a **** to a guy that was just trying to do his job.
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+100 to this. You are the kind of customer I hate. An arrogant know it all that takes out his frustration on the minimum wage employees that have absolutely no control over your problem. Go fall in a ditch
Sent from my One X using xda app-developers app

blaz1nr said:
Well if not telling the truth is doing your job, then yes I was.
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The guy was telling the truth as he knows it, and can only tell you what he is being told. Customer service reps don't do the testing, not part of the certification team, and have nothing to do with the release of the update. All he can tell you is what he is being told, and what he is scripted to say.
There is a 17 page thread on the AT&T community forum, with similar complaints as you. There is an AT&T community manager that has been active on that thread named jamileh, and she has been a bit more forthcoming than the CS agent you chatted with. But she didn't have any better of an answer. She understands that people are *****ing and moaning about the delay, and she has been bugging the certification team at least twice a week to get any information on when it will be released. All they will tell her is that its being worked on, but there is no ETA. That is probably as much information as you are going to get from any AT&T employee.
Anyway, why would someone complain about such a thing on XDA? This is the place for phone mods and custom ROMs. Just unlock the bootloader, load a custom ROM, and be done with it.

First off the guy is a high yield account rep. This meaning 15 or more devices on one account. Secondly he does in fact know, that the update was canceled due to eod listing. So that being said, and since I chat with the same guy multiple times. He has stated before that the eod list is visible, and they can tell you if it's not going to update. But At&t policy is never to say your device is eod. So before you blindly post comments, it's good to know the facts.
Sent from my HTC One X using Xparent Green Tapatalk 2

blaz1nr said:
First off the guy is a high yield account rep. This meaning 15 or more devices on one account. Secondly he does in fact know, that the update was canceled due to eod listing. So that being said, and since I chat with the same guy multiple times. He has stated before that the eod list is visible, and they can tell you if it's not going to update. But At&t policy is never to say your device is eod. So before you blindly post comments, it's good to know the facts.
Sent from my HTC One X using Xparent Green Tapatalk 2
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Then why the hell did you bother him? Especially if you already know the answer to your question? Just load a custom ROM and stfu
Sent from my Nexus 10 using xda app-developers app

Terrible. Notfunny. Not helpful. Unnecessary.
Sent from my Evita

redpoint73 said:
There is a 17 page thread on the AT&T community forum, with similar complaints as you.
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I just tracked it down. My head hurts.
At this point, there is no doubt in my mind that the update is being delayed intentionally for marketing reasons. It will probably come out eventually, but I would guess not until at least a month after the One is available.

I followed all of those posts on the AT&T forums for some time about two months ago...just a lot of butt hurt people all raging on the death star, some with purpose and some without. I especially love all the people threatening to leave because of a software update :laugh:
Listen, that's the reason why we have the brilliant minds here in this community. READ, MOD, and be MERRY! If people don't like what AT&T has to offer, then there is competition out there, but I hear the same from Verizon customers frequently.
None of these companies promise or really owe any of us anything and to expect otherwise is naivety.
I feel a little sorry for that CSR...

iElvis said:
I just tracked it down. My head hurts.
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18 pages now.
I dropped out of that thread a while ago. Its basically just page after page of people complaining over and over. Often just the same people complaining again and again. Beating a dead horse, and its not going to make AT&T move any faster.
---------- Post added at 01:48 PM ---------- Previous post was at 01:33 PM ----------
blaz1nr said:
he does in fact know, that the update was canceled due to eod listing.
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EOD? You mean EOL (end of life)?
End of day?
Eve of Destruction?
AT&T (as well as other carriers) tend to keep phones around for quite a while. So I doubt the One X is EOL. They are still selling the Vivid (8 months older than the One X) as new (not a refurb).

Closing this before it really gets out hand
XDA Moderator