For my birthday I got a bluetooth earpiece for my mobile phone. It's great, but there's a lot of static. I contacted the manufacturer who knew what my problem was - the firmware on my Sony Ericsson T616. I need to upgrade the firmware to use my phone well.
Fine. I know updating firmware is easy. I've done it on lots of electronics, from my PC to my router to my DVD player. No stress.
So, I contacted my cell phone provider, AT&T Wireless via a live tech support chat (BTW, major kudos to AT&T Wireless on this tool). They don't do firmware upgrades. If I really need one (which they doubt), I need to contact the phone manufacturer.
Okay, that's lame, but I can understand it. After all, I didn't go to Best Buy to get the new firmware for my DVD player.
So, I spent about 20 minutes on the web trying to find a contact number for Sony Ericsson (BTW, if you have a business, and you have a website for that business, put your phone number on every page). I finally did find one and called. Out of service, but the recording did give me another number.
I talked to a nice woman with a light Scandinavian accent. Based on when I purchased my phone, she told me I had the latest firmware. I didn't. I already knew that. The T616 has hidden service menu that allows you to see the firmware version. To find it and other nifty things, see Howard Forums.
Then she told me that the manufacturer of the Bluetooth earpiece was wrong. Maybe, but there's no way to know until I try what they told me to do, right? So I still want to upgrade it.
Then she said, "We don't certify our phones to work with non-Sony Ericsson Bluetooth earpieces, so you'll have to pay $37 for us to upgrade your firmware". Ouch. But I'm a geek, and I want my earpiece to work, so I asked her where I could go to get it upgraded. She told me I had to mail it to them, and they would do it.
Hmm. That didn't sound good to me. I asked her if there weren't some other way to do it. She said that their only service center is in [South|North] Carolina.
So I'm thinking, okay, two days to send it overnight, a couple of days for them to work on it, and then another couple of days to get it back. I'm without my phone for a week. "Let me call you back", I said, and hung up.
I still couldn't believe anyone would run a company like this. So I spent some more time looking around at Howards Forum. Lots of info on firmware upgrades, everything from home brewed solutions to mail in centers. Then I saw a post claiming that the backlog at Sony Ericsson for upgrading the firmware was over two week! No way am I living without my phone for more than two weeks.
I've since found someone in Oakland that will upgrade my firmware, and unlock it as well for $25, and he'll do it on a walk-in. So, I save $12, get more help, and get it faster.
This is, of course, shady. This guy probably doesn't have any legal right to use the tools or the firmware to flash my phone. I'm probably going to (gasp!) void my warranty.
Here's each point where my problem could have been solved without me having to resort to this:
- The Bluetooth headset should have worked without my phone needing an upgrade to the phone. If it doesn't, they should list that as a known problem and provide a solution.
- AT&T Wireless should have upgraded my flash or offered me a new phone (at a discount)
- Sony Ericsson should make it easy to upgrade their phones, and they should encourage cell phone providers to do it for free by giving them training and equipment.
I'm not a crook. I tried to get help from everyone. I'm willing to pay for it. This is the thing that so many companies don't get - people are willing to pay to get what they want. Take our money, but give us what you promised us. Make it easy for us to solve our problems. Don't pass the buck.