Motorola MPx220
Cingular ignoring problems
Can some please tell me why Cingular support acts like they don't know anything about the problems with the MPX220? The same goes for Motorola when I contacted them directly. The MPX looked like an ideal phone for my wife and I and convinced me to switch from Verizon much to my regret. But all Cingular wants to do is sent me a replacement recon'd phone (the recon is worse than the first). Why should a consumer have to mention some secret code to get any assistance from Cingular. I have described numerous problems (all of which are documented here and other forums) with the phone and even supervisors act like I am the only 1 complaining. While I have been told by a corporate store mgr that they were told to return all their phones because of ...
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What is your specific question sir?
I do not think Cingular is ignoring your complaints - its the handset vendor that created a problem with a long lead time for being updated. Hopefully soon...
I do not think Cingular is ignoring your complaints - its the handset vendor that created a problem with a long lead time for being updated. Hopefully soon...
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Thank you for responding. My question is why if Cingular has internal memos regarding this phone and its numerous problems does the support staff not acknowledge this and tell the truth that there is no fix at this time but hopefully they will be addressed in May. My wife and I have experienced garbled connections, error messages saying the call could not be connected when answering calls even in strong signal areas, mysterious muting of the microphone, poor reception 1-2 bars where other Cingular phones show 3-4 and delays of hours receiving both voice and text messages. If Motorola can fix this phone we would love it when it works it is great but it just doesn't work! AND CINGULAR WILL NOT ADMIT IT! My mistake was thinking these were user ...
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Two things:
Admittedly, when memos are passed around from a global standpoint, human nature dictates that not every person may read or fully comprehend what it means. Although it is unfortunate, it is not an excuse - just acknowledgement. I know that there is a huge initiative issued from the top down to ensure that customer service is vastly improved. Be advised that you should see improvements in the near future. That being said, I am not aware of what metrics the staff that are trying to troubleshoot have to stay within.
Secondly, an internal memo is just that. It was downright foolish for an employee to share information that is confidential and propietary in nature. Why - things of this nature occur. Now, he post info that he do...
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Admittedly, when memos are passed around from a global standpoint, human nature dictates that not every person may read or fully comprehend what it means. Although it is unfortunate, it is not an excuse - just acknowledgement. I know that there is a huge initiative issued from the top down to ensure that customer service is vastly improved. Be advised that you should see improvements in the near future. That being said, I am not aware of what metrics the staff that are trying to troubleshoot have to stay within.
Secondly, an internal memo is just that. It was downright foolish for an employee to share information that is confidential and propietary in nature. Why - things of this nature occur. Now, he post info that he do...
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I think Cingular has a way to go in the customer service area. I have received a very mixed bag from support including one who belongs in collections not support I have never been spoken to so rudely by anyone claiming to be in customer service. I pride myself in being very calm and patient when dealing with these types of problems because I am often on the other side of the table and know that screaming and irrational behavior usually is counter productive.
I am the sales manager for one of the largest Lexus dealerships in the country, in maybe the wealthiest county in the nation, so I know a little about customer service. I am also considered the resident phone geek when it comes to helping our customers take advantage of the benefits o...
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I am the sales manager for one of the largest Lexus dealerships in the country, in maybe the wealthiest county in the nation, so I know a little about customer service. I am also considered the resident phone geek when it comes to helping our customers take advantage of the benefits o...
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I agree - and even though I do not work in customer service, I feel your pain. All I can say is it will get better. I apologize for you experiencing what you have. Are you at Longo or Carson? I assume that you are in California. I know a few folks out there at Carson Toyota (also a Lexus owner).
I digress - if you would like to contact me personally, I would like to see how I can better help you.
I digress - if you would like to contact me personally, I would like to see how I can better help you.
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I would be willing to continue this dialog outside of this forum if you prefer. How? You have blocked private contact. If you like you can iniate the contact since I am open to contact.
PS. More of the top Lexus dealers are on the East Coast.
PS. More of the top Lexus dealers are on the East Coast.
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Since where off topic, why not continue. I believe the number one Lexus dealer is in Floriday. If that hasnt changed. Number 2 being Longo, followed by a number of other West Coast dealers. and one in Arizona.
Anyways, thats what I remember, Former Longo employee here. As for the MPX220, I also switch from Verizon to Cingular because they offered better phones and more bluetooth options. Although, I havent had a bad experience with Customer Care. I have been frustrated as to when an actual update with emerge for the MPX220
Anyways, thats what I remember, Former Longo employee here. As for the MPX220, I also switch from Verizon to Cingular because they offered better phones and more bluetooth options. Although, I havent had a bad experience with Customer Care. I have been frustrated as to when an actual update with emerge for the MPX220
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The memo I read yesterday was pretty clear. If an owner of the MPX220 reported problems with the audio on the phone then they would recieve a bluetooth headset for the inconvenience. All we had to do yesterday was do a search on the cingular website or intranet for the MPX220 and we found the notification of the problem and any remedies.
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Thank you. I was in a Cingular Store yesterday afternoon (06/04/2005) and talked the the customer service person about my problems with my MPX220. I told her that I heard there was a problem with the handset and that Cingular would send me a bluetooth headset while i waited for the upgrade. The lady had to call the corporate office and they told her that they did not know about the problems. She had to fax them the internal memo and what to do. I dont know what all transpired but from i gathered the corporate office people did not want to tell us there was a problem. The internal memo said that I would recieve a free bluetooth headset but I dont have one. I have been thru 3 of these phones and even had one person at the corporate offic...
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Truthful said:
What is your specific question sir?
I do not think Cingular is ignoring your complaints - its the handset vendor that created a problem with a long lead time for being updated. Hopefully soon...
Is there any news yet about whether the next firmware rev will address the MiniSD issues that some people are having? Other than this issue, I'm actually pretty happy with my phone, and if I could go back to the original firmware (0.325) where I didn't have the MiniSD problem, I would.
re: https://www.phonescoop.com/phones/p_forum.php ?fm=m&ff=478&fi=249173
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I do not know the answer to that, but will find out for you. (I have someone looking into for me). 😎
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I spent 2 hours getting transfered from person to person at motorola customer care. There was a product advisory on cingular sales portal stating that motorola is giving mpx220 owners a free bluetooth headset to make up for the audio troubles till the software update is released. I told a supervisor at motorola about this advisory and he said that that memo is wrong. I asked why it wasn't pulled from the sales portal . He just stated again that it was wrong. Cingular customer care reps don't seem to know anything about the recall either. I just feel like cingular and motorola cares about there own mpx220's and recalls them but when it comes to there customers that own them they don't give a s#!t.
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Not that us care reps do not konow about the recall. Just can not talk about it over the phone with customers. I can tell u that the mpx 220 is gone and will never be sold again by Cingular. Motorola says they can fix the issues are only on a few but for the most part the mpx 220 is a fine product. Cingular still wants to do business with motorola on a windolws mobile product. They are toying with a new mpx of some sort. Nobody is getting free bluetooth headsets motorola will never do that.
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"I can tell u that the mpx 220 is gone and will never be sold again by Cingular."
This is the first I have heard that it wasn't going to be sold at all anymore. All the reports I have gotten said that it is going to be released with a software update. I own and have sold the MPX220 to alot of customers. I hope we are taken care of by cingular/motorola.
This is the first I have heard that it wasn't going to be sold at all anymore. All the reports I have gotten said that it is going to be released with a software update. I own and have sold the MPX220 to alot of customers. I hope we are taken care of by cingular/motorola.
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I am not counting on much from Cingular based on my experience so far. After much difficulty I did receive a call from a district/regional manager who convinced me to wait for the update out later this month because in principal I like much about this phone except the fact it fails in it's most basic function as a phone.
On her advice I registered with Motorola for the update notice and she did tell me that Motorola would offer me a free headset which I have seen nothing else about from Moto. Also Moto only let me register 1 of my phones for the update even though both have the same firmware version they would not accept my second phone. (You should feel good if you only bought 1 of these pieces of S@$# since I am the proud owner of 2)
On her advice I registered with Motorola for the update notice and she did tell me that Motorola would offer me a free headset which I have seen nothing else about from Moto. Also Moto only let me register 1 of my phones for the update even though both have the same firmware version they would not accept my second phone. (You should feel good if you only bought 1 of these pieces of S@$# since I am the proud owner of 2)
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The MPX220 will continue to be sold by Cingular. The updated version will be out soon.
For the record, Cingular has been working profusely with Motorola to get this situation righted. As for another MPX product -that is incorrect at this time. Motorola is going to have to get their act together as their miscommunications/false promises are causing the majority of this problem.
Trust me Cingular cares. This situation has kept many of us awake at night - fighting on behalf of the customer, because customer satisfaction is the top priority. Sounds like some folks on both sides of the fence are ill-informed.
For the record, Cingular has been working profusely with Motorola to get this situation righted. As for another MPX product -that is incorrect at this time. Motorola is going to have to get their act together as their miscommunications/false promises are causing the majority of this problem.
Trust me Cingular cares. This situation has kept many of us awake at night - fighting on behalf of the customer, because customer satisfaction is the top priority. Sounds like some folks on both sides of the fence are ill-informed.
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On another Board people are talking about an ATT software update of 1.39. Does that apply only to ATT or is it available to all MPx220 phones?
Thanks
Thanks
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That is not approved yet for ATT, but will be the new version for ATT only. If you have access to it I would highly recommend NOT putting it in a Cingular phone...for that matter, not an ATT phone either. The Cingular version is still in the approval process.
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Simplymarcus:
I wanted to let you know that my wife and I both have MPx220 phones. I have been absolutely fed-up with the volume and lack of help from Cingular support in replacing my phone TWICE (not to mention my bill being incorrect for my first three months - I was billed activation for a third, non-existant phone no less!). I've been surfing the web all the time looking for *ANY* info about fixing the volume issues, and came across the registration @ the Motorola site to be notified when a new firmware upgrade is available.
I had to enter my IMEI number, address, etc. and about 9 business days later I got a package from Motorola ... a bluetooth headset. HS810. So ... I wanted to make you aware that in at least one case, Motoro...
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I wanted to let you know that my wife and I both have MPx220 phones. I have been absolutely fed-up with the volume and lack of help from Cingular support in replacing my phone TWICE (not to mention my bill being incorrect for my first three months - I was billed activation for a third, non-existant phone no less!). I've been surfing the web all the time looking for *ANY* info about fixing the volume issues, and came across the registration @ the Motorola site to be notified when a new firmware upgrade is available.
I had to enter my IMEI number, address, etc. and about 9 business days later I got a package from Motorola ... a bluetooth headset. HS810. So ... I wanted to make you aware that in at least one case, Motoro...
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Just wanted to follow up to my post from yesterday ... the BT headset that I got for my phone also arrived today for my wife's phone. Again, it took about 9 business days from the time I registered until the time the headset arrived.
Give it a rip and register to be notified when a firmware update is available! It was worth it in my two cases.
Have a good one!
😁
Give it a rip and register to be notified when a firmware update is available! It was worth it in my two cases.
Have a good one!
😁
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Does anyone have the link to register for the mpx 220 software update?? I can't find it on the motorola website. Please and thank you.
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Cingular has behaved in such a ridiculously unprofessional manner with their handling of the issues with the MPX220 we are considering moving our phones from Cingular/AT&T to almost anyone else.
Our company had decided to purchase the MPX220 but when we went to order they had been discontinued as of that day and they were subsequently removed from the web site. Talking to the reps got us no where. In fact, they didn’t even recollect that they once sold the phones. Per Cingular business sales, we chose to go with an extremely low cost GSM phone and wait for the MPX220. After doing that we found the MPX220 with independent companies like Best Buy and others on the internt but still not with Cingular/AT&T (and going with someone like Bes...
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Our company had decided to purchase the MPX220 but when we went to order they had been discontinued as of that day and they were subsequently removed from the web site. Talking to the reps got us no where. In fact, they didn’t even recollect that they once sold the phones. Per Cingular business sales, we chose to go with an extremely low cost GSM phone and wait for the MPX220. After doing that we found the MPX220 with independent companies like Best Buy and others on the internt but still not with Cingular/AT&T (and going with someone like Bes...
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Eke,
Here is the scoop: (please note this is not a retaliation or yelling at you, just want to establish somethings)
1 - the phone WILL be coming back very soon
2 - the product was put on temporary hold to eliminate any adverse customer experiences.
Seems like you were caught in the midst of - that is unfortunate. ☹️
3 - As for independent companies like Best Buy, Amazon, etc. - we do not control their inventory. We cannot tell them to pull something off the shelves or internet as that is their business.
4 - Everything I say is the Truth. Hence my name.
5 - The way Cingular set this up from the top would have worked great if folks would follow procedure, and Motorola keeps their end of our deal.
6 - When released, it should hav...
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Here is the scoop: (please note this is not a retaliation or yelling at you, just want to establish somethings)
1 - the phone WILL be coming back very soon
2 - the product was put on temporary hold to eliminate any adverse customer experiences.
Seems like you were caught in the midst of - that is unfortunate. ☹️
3 - As for independent companies like Best Buy, Amazon, etc. - we do not control their inventory. We cannot tell them to pull something off the shelves or internet as that is their business.
4 - Everything I say is the Truth. Hence my name.
5 - The way Cingular set this up from the top would have worked great if folks would follow procedure, and Motorola keeps their end of our deal.
6 - When released, it should hav...
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Thanks for the info. Anything at all is better than what Cingular and Motorola have put out thus far. I don't mean to be overly critical, but as someone that's worked in support organizations for many years, Cingular did a rather lousy job of rolling out the product (and in handling the subsequent escalations that occured). What I mean by this is that Cingular didn't properly undertstand (and train) their service reps on the capabilities of this phone (I will admit that Cingular's support was better than Motorola's abysmal helpdesk).
The MPx220 is basically a phone with a computer running Windows on it. That is quite different from just a phone. AT&T was well ahead of Cingular in understanding what the MPx220 could do, and had a lo...
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The MPx220 is basically a phone with a computer running Windows on it. That is quite different from just a phone. AT&T was well ahead of Cingular in understanding what the MPx220 could do, and had a lo...
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Thank you for the information you have been able to provide. I did not take your response as retaliation and I hope you didn’t take my post personal. More than anything I was venting my frustration due to the lack of information coming from either Cingular/AT&T and Motorola. The info you provided is more than I have received from anyone over the past few months since the MPX220 was pulled.
My thoughts on how Cingular/AT&T have handled the issues surrounding the MPX220 echo much, if not all, of what dchester has provided in his response so I won't reiterate the points he has already made.
I have spent quite a few years in customer support as well and as an owner in our company understand the nature and need of INTIMATE information. ...
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My thoughts on how Cingular/AT&T have handled the issues surrounding the MPX220 echo much, if not all, of what dchester has provided in his response so I won't reiterate the points he has already made.
I have spent quite a few years in customer support as well and as an owner in our company understand the nature and need of INTIMATE information. ...
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Eke,
Thank you for you response. I realize that my example was a little on the deep-end and not exactly in alignment with this problem. I mainly wanted to illustrate how leaking of mis-information can have damaging affects.
However, historically this vendor (and others) have had challenges for whatever reason, i.e. "Software will be ready on 4/1/2004" and it slips to 7/15/2004." 👿 So rather unfortunately it is not as absolute as other things like launch of items less intricate i.e. accessories,etc.
You see, the nature of things like software are hinged completely on the efficiencies of the vendor. When they fail, they induce a domino effect. This is why Cingular could not give a solid date - fear/risk of missed delivery. Whe...
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Thank you for you response. I realize that my example was a little on the deep-end and not exactly in alignment with this problem. I mainly wanted to illustrate how leaking of mis-information can have damaging affects.
However, historically this vendor (and others) have had challenges for whatever reason, i.e. "Software will be ready on 4/1/2004" and it slips to 7/15/2004." 👿 So rather unfortunately it is not as absolute as other things like launch of items less intricate i.e. accessories,etc.
You see, the nature of things like software are hinged completely on the efficiencies of the vendor. When they fail, they induce a domino effect. This is why Cingular could not give a solid date - fear/risk of missed delivery. Whe...
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I know the frustrations associated with the MPX and the confusion surrounding all the conflicting information regarding the update but I feel pretty good with the info coming from Truthful and am willing to sit tight for now on his word that better days are coming.
PS. Why aren't we hearing from Motorola? After all they the ones we really should be venting our frustrations on! Cingular is just caught in the crossfire.
PS. Why aren't we hearing from Motorola? After all they the ones we really should be venting our frustrations on! Cingular is just caught in the crossfire.
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I'm not sure this is a Motorola problem. Phonescoop is a worldwide forum and the phone is available in other parts of the world. From the posts I've been reading and lack of problem posts from MPX220 owners in other parts of the world on other networks/firmware it's apparent that all the problems seem to be Cingular/AT&T U.S. networks related.
Bottom line: This is a GREAT PHONE (from a worldwide point of view) - just have patience. Cingular should be able to handle this through the firmware/sofware fixes SOON to be released. 😁
Bottom line: This is a GREAT PHONE (from a worldwide point of view) - just have patience. Cingular should be able to handle this through the firmware/sofware fixes SOON to be released. 😁
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The software will be technically available on Friday. I assume this would put new inventory in the market place within two weeks. In addition, those that registered on this website: http://motorola.whiterunkle.com/mpx220/regist er_b.aspx will receive a notification on where and when they can download the new software and instructions on how to use. This is not rumor. This is fact from the horse's mouth.
Thank you all for your patience.
- Truthful
Thank you all for your patience.
- Truthful
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I think a lot of the problem comes from misinformation, either on the part of Cingular or Motorola. I have made over six calls to customer service in regard to my MediaNet not functioning. I followed all the steps every time to no avail. Finally, with nothing to lose, I experimented with various settings and voila! It worked. I also have a new phone on backorder and am curiously awaiting it's arrival.
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Why is everyone upset at Cingular??? They do not make phones or firmware, they only provide the service. Keep in mind THEY BOUGHT THEM TOO!!! And I doubt they are very pleased with the situation. If I bought a Sony dvd player from Best Buy and it was a piece of crap, I wouldn't be mad at best buy, I'd be made at the manufacturer. Cingular has lost a lot of money because of this phone and they are doing what they can to help, but once again, they are not a phone manufacturer.
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I see your point, but the firmware versions (including 1.30.0 and the one yet to be officially released) are apparently a collaborative effort between the wireless provider (in this case Cingular) and the manufacturer of the phone (Motorola).
Therefore, I think both are still to blame. I guess in theory, only physical shortcomings, such as the camera lense and flash could be totally Motorola's fault for design flaws, but a lot of the other bugs are from the rush job between these 2 massive companies.
I still like my phone and I'll love it if/when a firmware version can correct at least most of the glitches on this phone.
Therefore, I think both are still to blame. I guess in theory, only physical shortcomings, such as the camera lense and flash could be totally Motorola's fault for design flaws, but a lot of the other bugs are from the rush job between these 2 massive companies.
I still like my phone and I'll love it if/when a firmware version can correct at least most of the glitches on this phone.
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