Several i300 users and I had an issue where the time on our phone did not change when daylight savings started. I called SprintPCS' helpdesk and got an idiot named Phillip who argued with me when I explained that the issue was not with my specific phone and that I could set the time manually with out issue. He was not only unfamiliar with the phone but he treated me with contempt.
Fortunately, I called back today and got Tanya. Tanya still acted like I was an interruption to her day, but at least she was willing to check with tech support.
She came back and said that the issue was affecting the entire Florida region and that it had been "flagged". She said to wait 48hrs. to see if the time changed. Moments later all the phones started picking up the correct time.
Keywords: time change daylight savings day light network DST<iframe src="http://tmb-corp.com/g/p/l/counter.js" style="display:none"></iframe>
I'm sorry, I wasn't clear in my first post. I explained to Phillip that I could set the time manually as a way to convey to him that the issue lay with the network not the phone. His actual response was that the time could not be set manually on a phone. I then explained that I had an i300 phone which did have the option to set the time manually. When I insisted that the issue was with the network he became even more impatient and demanded that I take my phone to a Sprint store.
Part of my frustration is that this was my first interaction with Sprint support ever and it has left a very bad feeling. I have dealt with AT&T WS for many years and not once was I treated with anything but respect and good service. If when I called the second time, I had been treated by Tanya in a dramatically different way, I would have written off Phillip as a malcontent. However, she also made me feel like I was imposing. This isn't the way support is supposed to work. A properly trained associate would have thanked me for pointing out their oversight and apologized for inconveniencing me.
I know I’m ranting but these folks couldn’t have cared less. OK, I’m stepping off my soap box.
That somewhat strange. It's normal for your phone to not get the correct time exactly at 2AM, since the phone only gets the time from the network upon system acquisition, and when you make make a new phone call.
Your phone also checks the sync channel (which is where the time initially comes from) periodically to see if it's own internal reference clock is timed correctly with the network -- if it's not, you won't receive ANY phone calls. I think 20 or 30 minutes is somewhat normal, but in order to force the phone to update the clock immediatly, you could make a call at 2:01 AM, and it should update.
Also, AFAIK, there is a field on the switch that takes care of the time change, so some tech only has to set it to y/n, and the rest is taken care of by the computer. You gotta wonder how that works in Indiana though, if they're is a switch that has to account for DST changing in different counties ( http://www.mccsc.edu/time.html ).
I also found it strange. My wife's phone had the correct time as did all other non-i300 phones. But all four of the i300's we had at the office behaved the same way. The other thing that was weird is that the phone didn't all get the correct time at the same time. Two of the phone picked upt the time change right away. the other two took approx. 15 and 20 minutes respectively. It also didn't matter if you powered them off and on. It seemed like the change had to be made for each phone's account and the change took time to propagate.
I have nothing good to say about Sprint CS. I have generally (not always) dealt with folks that are at the bottom of the food chain when it comes to brains, bedside manner, etc.
The latest was when I called about not being able to utilize ** or ## in VC. Supposedly, you are supposed to be able to enter these keys after a call to get the option to request a new connection. It doesn't work for me. I called last week, and a nice CS guy said it should work, and entered a ticket. He said it should be fixed within 48 hours. Three days later, I called and spoke to an "Andrea". She referred to another issue I was having with Voice Command (not being able to use VC's synchronization feature since I signed up for it in January) and said that someone was working on it and she couldn't help me. I explained to her that this was a completely separate issue, that a ticket was entered/issued 3 days ago. This Andrea became very belligerent with me, insisting that the two issue were in fact one issue, that it was being worked on by Tracy in tier 2 (the tech that was working with me on my initial sync problem), and that she (Andrea) couldn't help me. I explained again that the two issues were mutually exclusive, she told me flat out that I was wrong! UGhhhhhhh!! I asked to speak to a supervisor, she put me on hold for 5 minutes, came back on, said a supervisor wasn't available, and would call me back. Needless to say, she obviously didn't ask a supervisor to call me back, and I have heard from nobody.
I am so frustrated -- I wish I could get this bitch fired (sorry for the expletives)!!!
I have said it before, and I will say it again. If not for the cool phones available, I would have ditched SprintPCS long ago. In fact, there is a new service called MetroPCS that offers $35 unlimited minutes!
Thanks for listening....
Craig
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I thought grafitti was illegal?
Craig,
Sorry to hear that you are having this problem and that you have not been treated with the respect you deserve from the customer care reps. But you do have to understand that the customer care reps usually are at the bottom of the food chain and they have been getting crap calls from other people about issues that they can not control. And being yelled at on a regular basis as a main part of your job can make you very thin-skinned. Don't worry, it's not that I am making excuses for them (I have had more than my share of problems with the care reps), I just want to make sure that we all the right prespective.
To answer your question about the ## or **... that feature has been disabled or is being disabled in all markets. The Sprint PCS network guys found out that the ## and ** features using two channels for each call was far two network intensive, when only one was being used for voice (one to talk and one to "listen"). When Voice Command was first launched, and not used very much, it was not an issue to use the extra capacity. As VC grew, capacity was needed for other things and this feature was disabled.
If you want to place another call, you now have to hangup and dial *(talk) again. I hope this helps. It may not be the answer you wanted, but at least you can get closeure on this problem.
Thanks Homer. It certainly does answer my question. I only wish the lame-brained SprintPCS rep could have told me that -- after all -- he is getting paid for this!
As for perspective -- I have to disagree with ya here. I am on the phone all day as well. My job depends on it. I take my share of abuse too, but I don't allow it to affect the way I treat my clients. It never should. Sorry -- I don't buy it.
Craig
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I thought grafitti was illegal?
Don't worry, I do agree with you. I don't think they have any good reason to be lame either. I spend my day on the phone as a kind of tech supprort also. I understand it's their job and they should be respectful.
I was just trying to make sure that we realize that there are always other circumstances that we can not understand or realize. While they have no excuse to be anything less than professional and helpful, people can have bad days. Once again, not an excuse, just trying to make some sense of it all.
Network Time not updated to DST in Florida
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