Threatned by ATT Online Support

[boxxa]

I spoke to a rep online with who I asked to enable MMS on my plan so I can use my blackjack for MMS and spoke using the terms provided here and other places online.

I have not been threatened by the customer service rep and told the conversation would be turned over to their legal department for investigation becuase knowing terms in the public of their software puts the company at risk. I have saved the conversation and will be speaking with their customer service and hope they resolve this.

The spark started when they said the system checks for compatibility between devices and I asked if it was the Snooper system they were talking about where the changes need to be made. This immediately turned into demands to ask who told them this and that the conversation would be turned over to their legal department.

[Poseidon79]

That's ridiculous. The fact you happened to know what their software/program is called doesn't break any rules and isn't private proprietary information, haha. The rep you spoke with is just being retarded. You have nothing to worry about.

[cpjr]

LMAO.....yeah its against the law to be smart.

I would have so cyber-laughed in his face.

[bruinsrme]

I would have said a dear friend of mine, Mr Google told me.

[boxxa]

Ya I told him that I have heard from ATT reps the process to do this and told me that they are auditing anyone who has this enabled on their plan and taking action against them.

Also said that their legal department was going to look into the chat. My big issue was that I wanted to just go to the blackjack plan and data and messaging since I paid the same amount and he was like the super rep who wanted to save ATT.

ATT: The system checks for compatibility and will set up the services consistent with the device in use.
Me: Snooper checks for compatibility?
ATT: What are you referring to?
Me: The system that manages the phones that needs to be changed to allow me to send pictures from my plan
Me: ATT told me that the Snooper is the system and there is two tabs that the WAP push needs to be enabled
ATT: We are not allowed to discuss applications used by our network.
ATT: Who told you this?
Me: and tech support online chat is what they told me to use so I can reboot my phone when needed
ATT: Do you have a name?
Me: No. I just know this is possible.
ATT: We would be very interested to know who told you this?
Me: Well I am not going to put their job in jeopardy for trying to help out customers access features they are paying for
ATT: And that person would indeed be put at risk for compromising our procedures.
Me: Well I am sure this information is available online too and its public knowledge its possible.
Me: I just am asking to help me out since my phone is used for business and aloow me to send pictures from my BlackJack
ATT: This is misinformation and inconsistent with our iPhone procedures.
ATT: I will turn your chat over to our legal team for investigation.
Me: Well the information used in this conversation has been publicly displayed online.
ATT: Any reference to this in online forums is misinformation and a violation of our internal procedures.
ATT: We will act accordingly.
Me: Very well. Please know that this conversation will be saved and I will be calling ATT to cancel my contract this evening
ATT: I'm sorry you feel that way.
Me: Threatening a customer with legal action is no way to provide service
ATT: What I'm saying is that whomever is providing this misinformation will be dealt with.
ATT: You are not at fault for being misinformed.
Me: I am not misinformed. I am just saying that this has been done and is doable. I know multiple people who swap SIM cards to access features they pay for. I will not be threatened by a company I am paying for service anymore when I am relaying public information to assist customers in enabling this feature
ATT: What you are asking us to do is a violation of company procedures related to iPhone. We are not permitted to make changes to make a feature designed to work differently on iPhone function in a way inconsistent with that device. I'm sorry you received misinformation. We appreciate your bringing this to our attention.

[cpjr]

ATT: We do not understand why you would want a BASIC function on whats supposed to be "the most advanced media phone ever built".
ATT: We, along with Apple....are retarded.

[Reako]

Should of had a V8!

[boxxa]

Ya 90% of the convo was him telling me that the iPhones features are incompatible with the BlackJack's so it wont work. He never did answer then why I can use the BJ2 fine except for messaging.

The unique features for the iPhone is that MMS IS BLOCKED

[cpjr]

Well, thats unique indeed.....since every other phone I know out there will do it

[BarberMods]

The unique features for the iPhone is that MMS IS BLOCKED

Bingo!
It's gonna come back to bite us...rest assured.
Those of us that have been able to activate MMS on our 3G's are going to lose it due to conversations like these above. It wouldnt take much for an already agitated AT&T rep to be pi$$d that you know his or her "secret" practices...and therefore escalate it to the higher ups who will activate some sort of SWEEPER throughout their network disabling ALL iPhone plans that have MMS. I'm loving it while I have it...but I don't see it lasting very long unfortunately. Its such BS.
I won't be too surprised when I go to send a mms and it says "Failure"

We do hold in our hands THE BEST mobile phone on the planet. Yet we're restricted from many of the things that its actually capable of. Since Jailbreaking my phone, MOST of what I've installed is SYSTEM apps. Things to make the phone WORK better, as opposed to look different. I have apps to prolong vibrate notification so I don't miss it. Apps for landscape email and text. Apps for REAL SMS where things can be FWD'd or DELETED, and are time stamped. Apps for MMS. Video Recording Apps. Call Log Apps that actually keep a REAL Call, message log. Notification Apps. Search Apps. All these things are normal for the most basic phones.

You gotta wonder. WTF is APPLE or AT&T thinking?

[boxxa]

Ya that is one thing I never understood. Why do they lock down this phone so much and not allow us to change certain features that most phones have access too. MMS to me isn't a must but helps a lot. I don't sync my email to my phone because I do not want my work email 24/7. That shouldn't be the solution to picture messaging.

Sad thing is that so many people have this phone and continually buy it knowing its short comings so Apple and ATT has really no reason to change.


Here is the ATT quote when I told them I know this is possible and was told by an ATT rep that it was:

ATT: We are in the process of auditing our customers who have attempted this and will be taking the appropriate action.

[cpjr]

Its because of Apple.

[boxxa]

Its because of Apple.

If Apple doesn't want MMS, why is it so hard for ATT to allow it esp if you want to use another phone to send picture messages?

Is any other cell maker and the provider so restrictive?

For Verizon, its the provider that wants specific software on the phone to use on their network, not the other way around. Haha.

[BarberMods]

Could it be possible that AT&T does it to encourage people to purchase their OTHER phones that do provide MMS? After all, they do stupid things like stop selling LG Vu at AT&T stores and only sell them at partner stores that can't carry the iPhone.

[cpjr]

^^Apple has the hold on the iphone....ATT is just happy to have it on "their" service.

The agreement between Apple/ATT has always been that Apple would have total control. Thats how Apple works.

See, Apple went to Verizon first to carry the iphone, but Verizon wouldnt agree to their strict terms, so they then went to ATT.

[boxxa]

^^Apple has the hold on the iphone....ATT is just happy to have it on "their" service.

The agreement between Apple/ATT has always been that Apple would have total control. Thats how Apple works.

See, Apple went to Verizon first to carry the iphone, but Verizon wouldnt agree to their strict terms, so they then went to ATT.

Ah intresting.

[Napoleon_PhoneApart]

I have not been threatened by the customer service rep and told the conversation would be turned over to their legal department for investigation becuase knowing terms in the public of their software puts the company at risk.who told them this and that the conversation would be turned over to their legal department.

Just a really minor niggle:

Make sure you proofread everything you write, just in case it winds up in AT&T's hands. I know it's petty, but courts actually look at this sort of thing.

[cricketlang]

Technically he has been threatened to have his conversation turned over to the legal team....if we are talking technical terms. this would only show as an opinion in court as well. just with my experience in the court system. as far as the issue goes in general you cant really get mad at customer service..they are just doing thier job. as stupid as it sounds this whole thing is NOTHING unless actually turned over to the legal department and even then all you would have to do is do a google search and punt the whole issue over to google...and they are friggin invincible

[redcard]

I would hardly call it threatened. Everyone knows these type of calls are recorded for 'training purposes'. And this would certainly fall into this category.
Also, It's never wise to try be a smartass when dealing with low-end customer service folks

I mean, why even mention their programs by name

[Poseidon79]

I mentioned all kinds of technical stuff and program names in my tech chat and everything went smooth. You just got a rep with a stick up his butt.