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Open Letter to Helio, Challange to change the following:

adnauseum

Jun 2, 2007, 9:06 PM
1.) in an "All In Plan" Helio limits your attachments (video / photo) to 960k. Which means if google mail supports email attachments up to 100mb and you take a cute video thats 5mb, forget about using email to instantly upload it to youtube or vimeo. Why the hell am I paying $65/mo for unlimited data if you're just going to short change me with unreasonable file-attachment restrictions?

2.) Helio lets you send video attachments that are 176x144 but NOT 320x240 EVEN IF ITS UNDER 960k in size.. WTF??!

3.) I've had my Ocean for 5 days and I have yet to get the USB Mass-storage to work with Windows XP Professional SP2. I spent over 2 hours on the phone with various tech support who don't have a clue. One didn't even really know what USB wa...
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Psychlohexane

Jun 4, 2007, 11:42 AM
Nice post. It's good to see a "rant" that actually asks questions in an intelligent manner and offers suggestions.

I have a drift and haven't used the data portion that much but what I have used I like. I do share your concern about the limited file size upload. I can understand Helio not wanting people jamming their network with big transfers but yeah...1 meg is kinda small for just about anything these days. Maybe we'll see an upgrade to 5MB transfers sometime soon? baby steps would be better than nothing.

The concerns you have above do seem to be pretty logical and legit. Maybe we will see some or all of them get addressed and sooner than later hopefully.

I agree that the support has been a little lacking when I have talked...
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glenn

Jun 15, 2007, 1:40 PM
It's even worse in the billing department. Matter of fact, I suggest that you just mail them a check for your monthly bill from now on. Reason? Last month when I paid my bill on line, they posted FOUR times to my checking account for a total of 1600+ dollars. This month, they did the same to the tune of over $800.

I am supposedly one of their first members (June '06). When I first got the service I absolutely loved it. Customer Service was knowledgeable and very friendly, and any minor problems were resolved right on the spot or by the end of the day. Now, after fighting with their CSRs (this time, for three straight days now), I get the distinct impression that they have farmed out all Customer Service and Tech operations.

Further...
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firephoenix

Jun 15, 2007, 2:51 PM
Sorry to burst your bubble but no carrier will offer you a deal on a new phone unless you are eligable to upgrade. Be it MVNO or a "real" carrier as you put it. Now dont get me wrong, I am not an employee of Helio, nor do I have their service, I am tired of people who think they are entitled to something more than anyone else. The multiple billing thing sucks, I'll agree with you on that one, but it happens many places, I have worked for verizon, and have friends that work at sprint and cingular, and this has happened at all three of these carriers.
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glenn

Jun 15, 2007, 11:26 PM
It's not the upgrade that bothers me. It's the incompetent billing and support. For two months in a row now this has been happening. And, I have had contracts with Sprint, Cingular, and the old ATT and never once had this problem. I believe its attributed to the cash flow problems that HELIO is currently having.

I work in sales and I am constantly on the road. The last thing I need is for a company to be putting unauthorized charges on my debit card when I rely on that card for road expenses.

And as far as the upgrade goes, customer service told me that I had been eligible for at least two months now, but no one bothered to notify me.

They have gone from being customer service oriented to being antagonistic to their customers. The...
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bigdefense02

Jun 24, 2007, 11:08 PM
Hey man, I get exactly what your saying about the billing issues, but you gotta understand, it has nothing to do with how new the company is. I work for Sprint, in an escalated group, & I see stuff like you described, plus alot worse, every single day. It happens with every single carrier, just kind of a bad luck thing when it happens to you. All I can suggest is that you ignore the possible billing errors, & choose your carrier based on coverage, phone capabilities, & carrier extras that you find important. As far as support for billing, or truthfully anything you get in trouble with with the phone, there's always a good rep that can fix it all for you, you just have to go through the numbers to find them.
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gsmcentral

Jul 2, 2007, 1:39 PM
adnauseum,

No one has really trued to answer your question, mainly because its really only a Helio tech that can answer questions 1-3.

As for 4 if you want to be able to access your Helio albumn on a regular computer, from your Ocean just go to surf hit number 9 for helio albumn, go to the albumn you desire, and hit send. Send it to your email, view it from your regular comp.

as for the #5. Customer service for cellular carriers are irratic at best for the regular carriers, im sure if you give the mvno ones some time they will learn too.

sorry im not very technical, just wanted someone to try and put in an answer to your great post.
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