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Please wait while we find an agent to assist you...

You have been connected to _Annette C.

John Boker: My wife's phone is still having issues with the battery draining very fast. This doesn't happen all the time but is a problem it does.
_Annette C: Hi John , welcome to T-Mobile live Chat. I’m _Annette and I will be happy to assist you. Please give me a moment to review your question.
John Boker: ok
_Annette C: I see you have some concerns today. I can understand your concern and will be happy to assist you today. Please allow me a few moments to access your account.
John Boker: ok
_Annette C: I appreciate your patience. Is this for the phone on line 0412?
John Boker: no, it's for 7083
_Annette C: I regret my misunderstanding. I assumed in was the number you chatted in with. Do you have the phone?
John Boker: one moment, i'll see if i can get it
_Annette C: Ok.
_Annette C: I will be happy to wait 2 minutes.
John Boker: back
John Boker: i have the phone
_Annette C: Great.
_Annette C: Please remove your battery. Inside the back of the phone is a very, very small square or circle sticker with no writing on it. It should be near the contacts for the battery. Once you locate this sticker can you please tell me what color it is?
John Boker: ok, let me check
_Annette C: Sure.
_Annette C: How is it going?
_Annette C: John, are you there?
John Boker: i had to take her custom cover off
_Annette C: Ok.
_Annette C: What color is the sticker?
John Boker: now im trying to figure out how to take the battery out
_Annette C: Ok.
_Annette C: I will be happy to wait 2 additional minutes.
_Annette C: It seems you have stepped away from the chat. I regret I will have to end our chat session at this time. If you need further assistance please contact us at 800-937-8997 or 611 from your handset. Thank you for contacting T-Mobile live chat and have a great day.
John Boker: ok
John Boker: i got it, the sticker is white
_Annette C: Thanks.
_Annette C: How long have you had the problem and how often does it occur?
John Boker: it usually occurs a few, 3-4 times a week and the problem has existed for about 2 months
_Annette C: Has the device been dropped, exposed to liquid or sun?
John Boker: there are a few other people on forums that had suggestions and i've tried the suggestions, nothing has helped
John Boker: no, it's not been dropped or anything else
_Annette C: Has anything changed on your device recently, including any recent application downloads?
John Boker: no, the screen that shows what is using the battery most has nothing intersting on it, mostly phone idle
_Annette C: How long does the phone get charged for?
John Boker: It usually gets charged overnight, im not sure on the exact amount of time until the battery is at 10%
John Boker: 100%
_Annette C: Thank you.
John Boker: also, yesterday the phone was at 100% in the morning, and 48% half an hour later
_Annette C: Is dialy maintenance done to the phone?
_Annette C: *dialy, daily
John Boker: what kind of daily maintenance ?
_Annette C: Power cycle, battery pull, deleting information.
_Annette C: As this is a data device it needs to be maintained.
John Boker: you're saying it needs to be rebooted and the battery pulled every day?
_Annette C: No.
_Annette C: I am advising you need to power cycle every day.
_Annette C: Pull the battery bi weekly.
_Annette C: Delete text, call logs, data history.
_Annette C: Is any of this done?
John Boker: that's not acceptable. I also have an android device and have never had this problem
John Boker: no, none of that is done, it sometimes has a power cycle
_Annette C: Ok. All that needs to be done on the android as well.
_Annette C: Actually on any data device.
_Annette C: How long is the battery lasting?
John Boker: it lasts all day
John Boker: and gets charged up at night
John Boker: unless the problem happens, when it discharges very fast
_Annette C: If it is lasting all day then it is meeting its specifications.
John Boker: and would die in a couple hours
_Annette C: Ok.
_Annette C: I regret the miscommunication.
_Annette C: How long is the battery lasting when you have the issue?
John Boker: about 2 hours at most
_Annette C: Remove the battery and inspect it for damage such as:

Missing contacts

Swelling

Other physical problems
John Boker: I've check this already, This is the second chat i've had in two days
_Annette C: Ok.
John Boker: the first one said to check those thing, and i did, the battery looks and terminals look fine
_Annette C: Unfortunately all the steps need to be completed.
_Annette C: Are you using a wall charger to charge the phone? Or is it being charged on a computer?
John Boker: wall charger
_Annette C: I do see what seems to be causing the issue. It looks as though the phone will constantly search for the network.
_Annette C: That will cause the battery to drain.
John Boker: yes
_Annette C: I also see from my troubleshooting that the battery will need to be replaced.
_Annette C: Please allow me 3-4 minutes to look into this.
John Boker: why will the battery need to be replaced?
_Annette C: My troubleshooting state that the battery will need to be replaced.
_Annette C: Due to the questions and answers this is based on.
_Annette C: Please allow me 3-4 minutes to look into this.
John Boker: ok
_Annette C: I appreciate your patience. You will need to contact HTc to replace the battery. www.shopamerica.htc.com. or 866-416-3059 (Hours of Operation for Accessory line ONLY 8am - 8pm est).
_Annette C: Is there anything else we can assist you with today?
John Boker: What do i do with the phone?
_Annette C: I am unsure what you are referring to.
_Annette C: I have given you the steps to resolve the issue.
_Annette C: The phone needs a new battery.
John Boker: the fast discharging caused by the constant searching for service
_Annette C: We can troubleshoot that issue.
_Annette C: May I have the complete address where this happens?
John Boker: ** **** , Columbus, OH, 43220
_Annette C: Thanks.
John Boker: Are you saying it's searching for service because the battery is bad?
_Annette C: I am giving you information based on what my troubleshooting tells me. Please replace the battery.
_Annette C: We will troubleshoot for the searching issue. I just need a few moments to look up the information.
John Boker: ok
_Annette C: How often is the phone turned off?
John Boker: every 3 days
_Annette C: Please turn it off once a day for 60 seconds. This is power cycling as is necessary.
_Annette C: From any Home screen, tap the Menu key.
Tap Settings (Configuracion).
Tap Wireless & networks (Redes inalam. y redes).
Scroll to and tap Mobile networks (Redes celulares).
Tap Network Mode (Modos de red).
Tap WCDMA only (Solo WCDMA) to use a 3G connection only.
Tap GSM only (Solo GSM) to use a 2G connection only.
Tap GSM / WCDMA auto (GSM / WCDMA automatico) to use a 4G connection when available.
_Annette C: Please try 2G only.
John Boker: 2g is not acceptable either, this is supposed to be a 4g phone
_Annette C: I am trying to resolve the searching issue.
_Annette C: The step is to put it on 2G to see if 4G is the issue.
_Annette C: If you do not wish to do this we will go to the next step.
John Boker: the problem isnt happening right now
_Annette C: Ok.
_Annette C: You may contact us when you are having the issue so we can try to resolve it.
_Annette C: I will notate where we left off.
_Annette C: Is there anything else we can assist you with today?
John Boker: no

t-mobile support chat 2/01/2010

Please wait while we find an agent to assist you... You are currently at position number 2 in the queue. All agents are currently busy. Please stand by. You are currently at position number 2 in the queue. An agent will be with you in a moment. Thank you for your patience. You are currently at position number 1 in the queue. You have been connected to _Lovell P.
_Lovell P: Hi John , welcome to T-Mobile live Chat. I’m _Lovell and I will be happy to assist you. Please give me a moment to review your question.
John Boker: ok
_Lovell P: I understand you are calling about your call log disappearingand your phone being unresponsive. I regret you are having these issues and I will be happy to assit you with that. Please give me 2 minutes to pull up some information for you here. What type of phone do you have?
John Boker: thanks
_Lovell P: I am still researching that issue for you, can you please give em 2 more minutes.
John Boker: no problem
_Lovell P: Okay, you say you call log disappear completely, what type of phone do have?
John Boker: it is a motorola rokr e8
John Boker: and yes, it's completely gone
_Lovell P: Do a number so in the call log when you place a call or when someone call you?
John Boker: all numbers in the log clear, calls i've made and calls i've received
_Lovell P: I mean after it disappered, if you make or receive a call will it register?
John Boker: yes
John Boker: it'll stay on there for a little while
John Boker: i made a call last night, it was gone by noon today
_Lovell P: Okay, have you tried puilling battery out for 30 seconds to see if the phone will soft reset itself?
John Boker: i have
John Boker: is there a note on my account?
John Boker: this is the third time i've contacted support
John Boker: the last two said they would place notes on my account, the first one didnt, the last one said they'd be sure to note it
_Lovell P: Okay, please give me 2 minutes to read that note, do y9ou remember when that was?
_Lovell P: I mean you.
John Boker: yes, it was last night at around midnight EST
John Boker: the one before that was on saturday night, around the same time
_Lovell P: Thank you for that, please give me 2 minutes.
John Boker: i have the chats saved if you'd like to see
_Lovell P: Okay, so you already did all troubleshooting you can do and we need to do a handset exchange, did he tell you how that work or have you ever did a handset exchange before?
John Boker: no, havent ever exchanged it or been told how to have it done
_Lovell P: Okay, a handset exchange is were we send you a phone just like the one you have, and then you send your phone back to us in the prepaid label we send to you with the phone, okay.
John Boker: is there any way i can get a different phone?
John Boker: i've been very unhappy with this one
_Lovell P: You can buy a phone, but you do not qualify for a discount yet.
John Boker: so i will get a brand new rokr e8 when it's exchanged
John Boker: the one i currently have had 300 contacts in the address book the day i got it
John Boker: i dont think it was new
_Lovell P: New or refurbished, depends what we have available in the warehouse.
John Boker: is there any way i can get out of my contract without the ETF ?
John Boker: because of all the problems i've had
_Lovell P: No, but what I can do is request the warehouse to send you a new Motorola E8, will that work for you.
John Boker: maybe, how much is the ETF ?
_Lovell P: $200.
John Boker: alright, please put in the request for the new rokr e8
John Boker: not too sure about the refurb ones
_Lovell P: Okay, how long have you been having this problem with your phone?
John Boker: since i've had the phone
John Boker: i contacted support after the first month having it and they said there was nothing they could do
John Boker: because it was over 30 days
John Boker: since the phone was new to me i wanted to give it some time, thought i may have been doing somethign wrong
_Lovell P: I regret you havd to deal with this so long, but we will get it tooken care of now. The phone is sent by UPS, what address do you want them to send it to?
John Boker: ********************
John Boker: ********************
_Lovell P: Thank you for verifying that information for me, We have two way of send the phone to you. Regular ground delivery is $9.99 and takes 7 business days to get to you. We also have rush delivery for $19.99 and will take 3 business days to get to you which do you perfer?
John Boker: you're going to charge me to replace the phone?
_Lovell P: We are not charging for replacing the phone, the charge is for shipping the phone.
John Boker: the 9.99 option then
John Boker: actually, could you hold off on that, i want to go to the tmobile store here and talk to someone
_Lovell P: Thank you, would like to add insurance to your account?
John Boker: no, i wouldnt
_Lovell P: Your Motorola Motorola ROKR Device (Device),Motorola Motorola Battery (EXBK60) (Battery) will be delivered via UPS Ground at a cost of $9.99 plus tax to: ********************
********************
********************
Your equipment should arrive within 7 business days, excluding weekends and holidays. T-Mobile will send you free text messages informing you of your packages shipping status, okay.
John Boker: ok, thank you for your help
_Lovell P: Inside the box we have included a step by step guide that will walk you through setting up your replacement phone, and returning your defective phone back to T-Mobile. We will send you a new or like new replacement phone, which will carry the remaining warranty balance from your current phone or an additonal 90-day warranty, whichever is longer. T-Mobile only requires the defective device be returned, you will keep your original accessories suchs as SIM card, memory card, back cover etc. We have included a UPS pre-paid mailing label for you to return your defective phone at no additional cost. Simply place this mailing label over the existing label and drop it off at any UPS drop box or UPS Store location, okay.
John Boker: is that all you need from me?
_Lovell P: You will need to return your defective phone within 7 days of receiving your replacement phone. If you fail to return your phone to T-Mobile, your account will be charged the restocking fee of $280, okay.
_Lovell P: T-Mobile does not accept equipment that is considered out of warranty. Let's verify together your phone meets the requirments. Does your phone have: a physical broken display screen, this includes the inside and/or outside displays? any physical damage such as, cracked phone casing, or in multiple pieces? have a red liquid damage indicator?
John Boker: nothing broken on it
John Boker: no liquid
_Lovell P: Great, if T-Mobile discovers any of the above damages when we inspect the phone, a non refundable fee of $100.00 will be applied to your account. T-Mobile does not return equipment deemed out of warranty. Do you have any questions about these terms before I submit the exchange?"
John Boker: yes, did you see when i asked if you'd hold off on it so i could talk to someone in the tmobile store?
_Lovell P: No, I did not. Would you like me to cancel the order?
John Boker: yes please
John Boker: could you please put a note on the account so if i return i can get it exchanged ?
_Lovell P: Okay, but you can get a exchange no matter what, even if you decide to upgrade your phone, okay.
John Boker: ok, thank you
John Boker: if there's nothing else you need from me i have to get back to work
_Lovell P: You are welcome, is there anything else I can assist you with today?
John Boker: no, that's all
John Boker: thank you
_Lovell P: Thank you for contacting T-Mobile Chat, and thanks for being part of our family.
Your session has ended. You may now close this window.

t-mobile support chat 1/31/2010

Please wait while we find an agent to assist you... You are currently at position number 1 in the queue. All agents are currently busy. Please stand by. You are currently at position number 1 in the queue. An agent will be with you in a moment. Thank you for your patience. You are currently at position number 1 in the queue. You have been connected to _Sasha J.
_Sasha J: Hi John , welcome to T-Mobile live Chat. I’m _Sasha and I will be happy to assist you. Please give me a moment to review your question.
_Sasha J: I see that you are having trouble with the call logs on your phone.
John Boker: Hi _sasha, i talked to _Regis W last night and he told me to contact support again when the problem happens again, he left a notation on my account
John Boker: that and other problems
_Sasha J: Thank you for that information.
_Sasha J: I know how important it is to have a working phone. I'll be more than happy to assist you with that.
John Boker: thanks
_Sasha J: Sure, no problem.
_Sasha J: It will be 2 to 3 minutes while I look into the account for you.
_Sasha J: Sorry about the wait.
John Boker: no problem
_Sasha J: I am still looking into the account for you.
_Sasha J: Unfortunately I do not see any notes on the account.
John Boker: i saved the chat from yesterday
John Boker: i can show it to you
John Boker: http://www.antiyes.com/t-mobile-support-chat-1302010 it is located there
_Sasha J: Unfortuanetly I would not be able to pull that information.
John Boker: this is what he said: _Regis W: What I can do is put a special instruction on your account so if this happens again we can look into replacing the phone for you.
_Sasha J: Did you try transferring all of your files to the memory card and getting rid of unused applications on the account?
John Boker: i dont think i have any unused applications
John Boker: and i dont have a memory card
John Boker: i have a total of 10 pictures and no songs
John Boker: 0.4% of the 2GB of memory is taken up
_Sasha J: Are you using the Motorola Rockr?
John Boker: yes
John Boker: rokr e8
_Sasha J: Thank you.
_Sasha J: Have you tried a master reset on the phone?
John Boker: i pulled the battery and sim card yesterday
John Boker: i havent tried a master reset
John Boker: this has been happening to me for a long time now
_Sasha J: Okay, I am going to give you the steps for a master reset.
John Boker: will i lose all the contacts in my phone?
_Sasha J: Anything that is not on the sim card or memory card will be lost.
John Boker: and the contacts are on the sim card?
John Boker: could you also tell me when my contract ends?
_Sasha J: You will have to check to see if the contacts are on the sim card, and I will give you the contract information.
John Boker: ok, it seems the contacts are on the sim card
_Sasha J: Okay, the contract ends on 06/25/2011.
_Sasha J: I will give you the steps for the reset now.
John Boker: ok
_Sasha J: From the main screen, select Main Menu. Scroll to and select Settings. Scroll to and select Phone Settings. Scroll to and select Reset. Select Reset All Settings. Enter the security code for the handset. Note: The default security code is 000000 (six zeroes). Select Submit. Select Yes to confirm the reset.
John Boker: it's reseting
_Sasha J: Thank you.
John Boker: i hope there isnt 300 contacts of people i dont know on it like it was when i got it
John Boker: the phone has reset
_Sasha J: Thank you.
_Sasha J: How often does the call log erase?
John Boker: i usually only notice it when i want to look at the call log
John Boker: i made a call last night and it was erased today
_Sasha J: Thank you for that information.
_Sasha J: I am going to be sure to note the account for you. I will note that we have done a master reset on the phone. If the issue persists, we will be able to perform an exchange for you. Monitor the phone for at least 24 hours please.
John Boker: that's what Regis told me
_Sasha J: I regret that the last representative did not note the account properly.
_Sasha J: I will be sure to note the account for you.
John Boker: so there's nothing you can do, even though i saved a log of the whole chat
_Sasha J: If the master reset does not fix the issue, we will be able to process an exchange for you.
_Sasha J: Would you like for me to set a call back to you tomorrow?
John Boker: no, i will contact you
John Boker: thanks for your help
Your session has ended. You may now close this window.

t-mobile support chat 1/30/2010

Please wait while we find an agent to assist you... All agents are currently busy. Please stand by. You are currently at position number 6 in the queue. An agent will be with you in a moment. Thank you for your patience. You are currently at position number 5 in the queue. The next available Agent will be with you in a moment. You are currently at position number 4 in the queue. All agents are currently busy. Please stand by. You have been connected to _Regis W.
_Regis W: Hi John , welcome to T-Mobile live Chat. I’m _Regis and I will be happy to assist you. Please give me a moment to review your question.
_Regis W: I will be more than happy to assist you this evening with all your questions and concerns.
John Boker: thank you
_Regis W: I do understand why you would want to know this information.
_Regis W: While I research your issue, I am going to review your account to see if your rate plan still meets your needs.
John Boker: ok
John Boker: my phone also turns off at random times
_Regis W: Are you using a blackberry?
John Boker: and wont come back on until i pull the battery and put it back in
John Boker: no, it's a motorola rokr e8
_Regis W: Ok.
John Boker: this happens when the battery is fully charged
_Regis W: How long has this been an issue for you?
John Boker: for a couple months
John Boker: i was hoping it was isolated incidences that wouldnt keep happening, but it's happend a lot of times
_Regis W: Do you have a lot of pictures and ringtones on your phone?
John Boker: none
John Boker: well, maybe 4 pictures or so
John Boker: not enough to take up the 2gb of memory
John Boker: oh, another thing it's very slow and non responsive sometimes
John Boker: i can push a button for a certain menu item to open, and it'll be 15 seconds before it opens
_Regis W: I want you to remove the battery and SIM card from your phone please.
John Boker: ok
_Regis W: Leave the battery and SIM card out of your phone for 10-20 seconds please.
John Boker: ok they're out
John Boker: i've already done this though
John Boker: the probably still persists
John Boker: i just checked the memory, i have 0.4 % of the memory taken up
_Regis W: I want you to put the SIM card and battery back into your phone.
John Boker: it's back in
_Regis W: Now I want you to make a quick call. Then I want you to see if you are having the same issues.,
John Boker: there's no way to tell if the issues are still happening, it happens at random times
John Boker: just made the call
_Regis W: Did it save to your phone.
John Boker: it did
John Boker: but that's normal, in the next couple days it will be gone
John Boker: it doesnt happen immediately
_Regis W: Is this the first time you called in with this issue?
John Boker: it is
John Boker: but like i've said, i have removed the sim card and battery before hoping it would resolve the problem.
_Regis W: How long have you had this phone for?
John Boker: good question, probably around 8 months
John Boker: my first bill was on the 25th of june, 2009
_Regis W: Ok.
_Regis W: Do you have any pictures on your phone?
John Boker: let me check how many
John Boker: yes, 10
_Regis W: Do you have a memory card in your phone?
John Boker: no, i do not
_Regis W: What I can do is put a special instruction on your account so if this happens again we can look into replacing the phone for you.
John Boker: so when it happens again contact you
_Regis W: You can either call into customer care or you can come back into chat.
John Boker: alright
John Boker: will i be asked to go through the removing the battery and sim card steps again next time i come back?
_Regis W: Correct because I left notations in your account.
John Boker: ok, thank you
John Boker: i'll be stuck with this phone for only a couple more days
_Regis W: Is there anything else we can assist you with today?
_Regis W: I looked over your account I seen that your rate plan is perfectly fitting your needs.
John Boker: no, that's all
John Boker: thanks, have a nice evening
_Regis W: Thank you for contacting T-Mobile Chat, have a great day! Your session has ended. You may now close this window.