I was a BlackBerry person for many years - up to about 6 weeks ago. The very few times I had phone problems I called TM and pushed the button for "BB support".
I wonder if a carrier should be responsible for teaching people how to use these ever more complicated devices? I now use an S4, a hand-me-down from wife who got an S5. (She gave up BB 3 years ago.)
Being new to this new system, I had questions. Rather than call TM - I emailed Samsung CS. On 3 diff. occasions got quick replies within a day that answered my "simple" questions on how to accomplish a particular task. Yes I did try to find the answer in the 100 page manual online at TM.
I believe Apple actually holds "classes" in their stores.
My point - unless the issue the customer has with his phone or tablet can be directly tied to a phone setting that is preventing the phone to connect properly to TM -- he/she should be given Samsung's phone support number. Do TM's reps do that? If I buy a computer from Amazon or Best Buy - I don't expect them to teach me how to use it. I just expect them to honor a warranty if a function is obviously broken. Eg I buy a phone from Best Buy or TM and the speaker doesn't work - I expect them to give me a new phone. If I need help knowing how to write/send an SMS - I don't expect the seller to teach me.
What is TM's policy?
Best answer by tmo_phillip
This is a really great question. Thankfully with phones (and most technology, as you point out) these days, you really do have a lot of options on how to get support. We try to be a one stop shop here at T-Mobile, but I'll try to break down the options you've got all around. 😊
- Support forums - This is generally the easiest way to get info on a phone. Ask any question, big or small about your phone and the community or T-Force will reply to help you out.
- Social media - You can shoot T-Force a tweet or drop a message on our Facebook page to get help with just about anything, phone or account related.
- Online chat - You can talk to a T-Mobile rep online, which a lot of folks prefer, without having to make a call.
- Ye olde phone call - As you mention in your post here, you can give us a call and speak to either tech support for tech questions, or Customer Care for account or basic questions.
- Contact the manufacturer - As you pointed out, you can always go straight to the source if these other options aren't what you're looking for.
I hope this helps clarify, and personally, for any basic phone questions, I'd certainly for the forum route. Our community here is super helpful, and T-Force is always around to help if you stump everybody else. 😊