|By Yakov Fain||
|November 26, 2012 11:31 AM EST||
Part 1. From the old HTC to the new iPhone5
My son had a birthday this month and I decided to buy an iPhone 5 as a present. He’s been a Spring customer for the last 10 years and was happy with the service. So I went to the closest Sprint store and asked if I can upgrade my son’s phone as a birthday present. The Sprint guy asked me if I know the pin code on the account. I said that I didn’t and wouldn’t be asking my son about it cause it would ruined the surprise. Sorry, nothing can be done about it.
Following my rule that every rejection brings me closer to the goal I decided to call to Sprint’s customer service with he same request. The lady asked me about the pin, and when I said that I didn’t know it she decided to help, “Let’s see if you know the answer to his secret question. What’s his favorite hobby?” This was a no brainier, and I said “Music”. Great, the account security was easily broken and asked if my Son would be eligible for an upgrade. Yes, his current Android phone is 2.5 years old so this can be done. But the service representative mentioned that to get an iPhone5 for $199 I’d need to commit to a 2-year contract with Sprint with early cancellation fees of $350. This is a little to high of a penalty, but my son was already a Sprint customer and had no intentions to leave them anyway. Oh yeah, one more thing. Currently he pays $70 for his phone/data plan, but after switching to a smartphone (as if Android was not) it’ll cost him an extra $10 a month. OK, no problem.
The new iPhone5 arrived at my son’s place one day before his birthday and my wife and I received a happy thank you email from him. Late at night, while exiting the Subway in Brooklyn he was mugged by two Mexicans carrying knives. They grabbed my son’s backpack where his was keeping his new iPhone. This sucks. Big time. But the good news is that my son was not hurt physically other than a small scratch on his face.
Part 2. From the new iPhone5 to an old HTC
Calling to the Sprint customer service didn’t help and it’s hard to blame them for not being to do anything to their loyal customer of 10 years. So what’s the next step? Time to get back to an old Android for another two years waiting until the contract expires and buying iPhone 7. And this became the hardest part to do. While switching to iPhone5 took 5 minutes online, to go back to an old phone required the visit to the Sprint store (it was done in Manhattan). After 50 minutes of the manipulations made by a technician the old phone gained back its ability to make calls, but 3G was not comping up, and all the data (including photographs) where gone from the SD memory card. The technician said let my son go home promising that the phone’s data access will be recovered in a couple of hours. It never happened.
My son tried to call the Sprint customer’s service to remove the extra $10 of monthly fees added while upgrading to iPhone didn’t help.
Last week my son can home for a Thanksgiving weekend, and I suggested that we’d go together to the closest Sprint store to resolve two problems at hand:
1. Fixing the 3G data access
2. Reducing the monthly fees bat to $70 a month.
This line in the closest Sprint store was not that long, and after 15 minute wait representative rebooted the Android phone, but then said that there nothing she could do, and that they din’t have sevice technicians any longer, and we need to go to another store 5 miles away. Fine. But to resolve the billing issues, we’d need to go to yet another head-office store 11 miles from us. She suggested that it’s better go there in person that trying to resolve this issue over the phone.
Twenty minute later we’ve enter the head store. After waiting in line for another 20 minutes we were greeted ny a polite guy. Who rebooted the phone, raised his browses that 3G is not there, and explained that there is no way to reduce the monthly pay to $70 a month because all smartphone plans start at $80. The fact that my son “grandfatherd the $70″ plan is irrelevant and there is no way to get back. Are you still with me?
Before: an old Android with unlimited data and no contract at $70 a month.
Now: an old Android with 2-year contract (for a stolen iPhone) and $80 a month.
Quite an achievement, isn’t it?
Then we drove to a third store where the technician was supposed to fix the 3G. After 45 minutes in line, the customer service representative rebooted the phone. Strange, the 3G is not there. Checked the account tho make sure that there was no any lock on the data access there. Finally he said, that their technician was gone for today and we’d need to leave the phone for tomorrow. After spending 2.5 hours visiting three stores and getting nowhere, we said, “Enough is enough”. So where were we?
Before: an old Android with unlimited data and no contract at $70 a month
Now: an old Android that can only make phone calls with 2-year contract (for a stolen iPhone) and $80 a month.
The Happy End
The morning after, my son has visited the closest Verizon store where they canceled his Sprint service and gave him a new Iphone5 (shown on the left here).
Just now I called Sprint asking to lower the termination fees given the circumstances did not help.
“Could you do anything for a guy who was your loyal customer for 10 years?”
“No Sir. But he was using our services for 10 years, wasn’t he?”
He was, but not any longer. What did Sprint do wrong? Not much. All of their customer service representatives were nice and polite. But they were incompetent. The problems were not resolved.
The lesson learned: if you believe that your new phone may get stolen or lost, buy an insurance that covers such situations. Go into all nitty-gritty details of the insurance policy and study what steps should you take to prove that your phone gets stolen.
No biggies. Life goes on, but without Sprint. No worry, be happy!
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 30, 2016 04:30 PM EDT Reads: 2,263
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus...
Jul. 30, 2016 04:30 PM EDT Reads: 1,104
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
Jul. 30, 2016 01:30 PM EDT Reads: 968
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Jul. 30, 2016 11:30 AM EDT Reads: 1,400
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Jul. 30, 2016 10:45 AM EDT Reads: 1,110
SYS-CON Events announced today that Venafi, the Immune System for the Internet™ and the leading provider of Next Generation Trust Protection, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Venafi is the Immune System for the Internet™ that protects the foundation of all cybersecurity – cryptographic keys and digital certificates – so they can’t be misused by bad guys in attacks...
Jul. 30, 2016 10:15 AM EDT Reads: 1,515
ReadyTalk has expanded the capabilities of the FoxDen collaboration platform announced late last year to include FoxDen Connect, an in-room video collaboration experience that launches with a single touch. With FoxDen Connect, users can now not only engage in HD video conferencing between iOS and Android mobile devices or Chrome browsers, but also set up in-person meeting rooms for video interactions. A host’s mobile device automatically recognizes the presence of a meeting room via beacon tech...
Jul. 30, 2016 10:00 AM EDT Reads: 537
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, explored the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences between wh...
Jul. 30, 2016 10:00 AM EDT Reads: 2,182
It’s 2016: buildings are smart, connected and the IoT is fundamentally altering how control and operating systems work and speak to each other. Platforms across the enterprise are networked via inexpensive sensors to collect massive amounts of data for analytics, information management, and insights that can be used to continuously improve operations. In his session at @ThingsExpo, Brian Chemel, Co-Founder and CTO of Digital Lumens, will explore: The benefits sensor-networked systems bring to ...
Jul. 30, 2016 09:15 AM EDT Reads: 1,659
On Dice.com, the number of job postings asking for skill in Amazon Web Services increased 76 percent between June 2015 and June 2016. Salesforce.com saw its own skill mentions increase 37 percent, while DevOps and Cloud rose 35 percent and 28 percent, respectively. Even as they expand their presence in the cloud, companies are also looking for tech professionals who can manage projects, crunch data, and figure out how to make systems run more autonomously. Mentions of ‘data science’ as a skill ...
Jul. 30, 2016 09:00 AM EDT Reads: 616
Manufacturers are embracing the Industrial Internet the same way consumers are leveraging Fitbits – to improve overall health and wellness. Both can provide consistent measurement, visibility, and suggest performance improvements customized to help reach goals. Fitbit users can view real-time data and make adjustments to increase their activity. In his session at @ThingsExpo, Mark Bernardo Professional Services Leader, Americas, at GE Digital, discussed how leveraging the Industrial Internet a...
Jul. 30, 2016 08:00 AM EDT Reads: 783
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Jul. 30, 2016 07:45 AM EDT Reads: 731
In addition to all the benefits, IoT is also bringing new kind of customer experience challenges - cars that unlock themselves, thermostats turning houses into saunas and baby video monitors broadcasting over the internet. This list can only increase because while IoT services should be intuitive and simple to use, the delivery ecosystem is a myriad of potential problems as IoT explodes complexity. So finding a performance issue is like finding the proverbial needle in the haystack.
Jul. 30, 2016 07:45 AM EDT Reads: 2,419
There will be new vendors providing applications, middleware, and connected devices to support the thriving IoT ecosystem. This essentially means that electronic device manufacturers will also be in the software business. Many will be new to building embedded software or robust software. This creates an increased importance on software quality, particularly within the Industrial Internet of Things where business-critical applications are becoming dependent on products controlled by software. Qua...
Jul. 30, 2016 07:30 AM EDT Reads: 1,697
Big Data, cloud, analytics, contextual information, wearable tech, sensors, mobility, and WebRTC: together, these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at @ThingsExpo, Erik Perotti, Senior Manager of New Ventures on Plantronics’ Innovation team, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it ...
Jul. 30, 2016 07:30 AM EDT Reads: 550
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
Jul. 30, 2016 05:15 AM EDT Reads: 2,722
IoT is rapidly changing the way enterprises are using data to improve business decision-making. In order to derive business value, organizations must unlock insights from the data gathered and then act on these. In their session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, and Peter Shashkin, Head of Development Department at EastBanc Technologies, discussed how one organization leveraged IoT, cloud technology and data analysis to improve customer experiences and effi...
Jul. 30, 2016 04:00 AM EDT Reads: 2,151
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develo...
Jul. 30, 2016 03:00 AM EDT Reads: 1,672
SYS-CON Events announced today that MangoApps will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device.
Jul. 30, 2016 02:45 AM EDT Reads: 1,508
The IETF draft standard for M2M certificates is a security solution specifically designed for the demanding needs of IoT/M2M applications. In his session at @ThingsExpo, Brian Romansky, VP of Strategic Technology at TrustPoint Innovation, explained how M2M certificates can efficiently enable confidentiality, integrity, and authenticity on highly constrained devices.
Jul. 30, 2016 02:15 AM EDT Reads: 1,202