| Chat ID: 734178829866114661 | |
| DATE/TIME: 2014-07-12 11:12:55 | |
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| Customer:
Customer Name: jacob sugerman
EMAIL:
Phone Number:
Chat Type: Device / Network
Chat Reason: many text messages are no longer readable on my phone. It may be because they're sent from iPhones, but instead of a text my messaging shows a contact with an attachment (envelope with paperclip). When i select it, I'm asked "do you want to receive this message?" If I press "yes," I am returned to my home screen and nothing happens. If I text the sender asking e.g. did you text me? their responses are usually openable and normal texts.
Passcode: xxxxxxxxxxxxx | |
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| Sprint: Thank you for waiting.
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| Alfred Y.: HI Jacob | |
| Alfred Y.: I can see that you had to wait for quite some time in the queue. I am really sorry for the delay and appreciate your patience. | |
| Customer: whatever dude | |
| Alfred Y.: Please confirm how long have you been experiencing this issue. | |
| Customer: months | |
| Customer: a year, easy | |
| Alfred Y.: I am sorry for this inconvenience. | |
| Alfred Y.: Please provide me your phone number. | |
| Customer: | |
| Alfred Y.: Is this LG Remarq? | |
| Customer: i guess | |
| Alfred Y.: OK | |
| Alfred Y.: Are you having any issue in calling? | |
| Customer: no | |
| Customer: just the texts | |
| Alfred Y.: Jacob, it seems that this is the issue with the device. From my end, I will provide you some troubleshooting steps now. If this will not work then you need to visit the nearest Sprint Repair Store with your phone to check your phone. Is that fine with you? | |
| Customer: yes but I'm actually of a different opinion as to the problem's etiology | |
| Customer: I suspect it may have to do with data and my phone not having it | |
| Alfred Y.: Please elaborate your last statement. | |
| Alfred Y.: Jacob, it seems that those iPhone users sent you these text messages as iMessages. And these type of text messages can be used or read only on the iPhones. Because iMessages can be used only on iPhones. | |
| Alfred Y.: iMessages can be sent using the Wi-Fi or Data services. It is not compatible with Android, Windows or Basic phones. | |
| Alfred Y.: Please send a message to verify that we are still connected. | |
| Customer: hi | |
| Alfred Y.: Hi. I am still here | |
| Alfred Y.: Jacob, please ask the other iPhones users that try to send a normal text message on your phone number instead of iMessage. I will stay online with you. | |
| Customer: if what you say true, it would iPhones would create a monopoly and not be compatible with any other devices | |
| Customer: when I ask users whether they've just texted me, I can read their responses, as I indicated in my initial petition | |
| Alfred Y.: Jacob, iMessages is the feature of the iPhones. It can be worked and used between iPhones only. It is not compatible with other devices. | |
| Alfred Y.: I would request you to please ask the other iPhone users and ask them to send a text message on your phone number instead of iMessage. I will stay online with you in the mean time. | |
| Customer: i see? There is no socially responsible way for me to perform this task | |
| Customer: I don't know what kind of phone everyone in my contacts has | |
| Alfred Y.: Jacob, if you are experiencing this issue with the other phones as well then it means, this is the issue with the software of your phone. | |
| Alfred Y.: Are you experiencing the same issue with the text messages with the other phones as well? | |
| Customer: I can't say, Alfred, as there's no way to know what kind of phone people have. My hypothesis about iPhones was born out of the observation that most people have iphones | |
| Alfred Y.: Jacob, I completely understand that. I am not denying this situation. Since you are a very valued customer for us, I will go beyond my limitation and I will reconfigure your texting services with the Server again. | |
| Alfred Y.: All the new texting services will be reconfigured on your phone within couple of hours. Is that fine with you? | |
| Customer: sure. | |
| Customer: I am dubious about the degree to which that will remedy my situation, though | |
| Alfred Y.: Jacob, I completely understand that. However, this issue is not related with the data services. | |
| Alfred Y.: Thank you for waiting. | |
| Alfred Y.: Jacob, I have successfully reconfigured your texting service with the Server again. You can keep turn on your phone now. However, after 2 hours, you need to restart your phone once to effect the new changes. And then your new services will be updated on your phone. | |
| Alfred Y.: If you will face this issue again in future, then I would request you to please contact directly to our Technical Support Team at 888-211-4727 (toll free) and select option 4. | |
| Alfred Y.: And since you are a very valued customer for us, I will also apply the credit of $5 on your account for this inconvenience . | |
| Alfred Y.: Is that fine with you? | |
| Customer: yes thank you alfred you've been very helpful | |
| Alfred Y.: Jacob, it is my job to provide you the best customer service experience from my end. | |
| Alfred Y.: Please allow me a few moments to apply this credit now. | |
