is there a original thread to this?
so the issue is you cant call 911?
I never thought I'd be posting a thread like this (at least not since I was 14), but I just can't watch this 911 issue on the Dream/Magic anymore.
On 2009-09-22 at 15:14:55 EST I called Rogers to inform them of the issue. I told them exactly what caused it, and that Google had fixed it the previous Thursday (2009-09-17 @ http://android.git.kernel.org/?p=pla...c98982d43c7deb ).
I haven't posted this before now, because I didn't think I had given Rogers much information at the time. But after listening to the conversation tonight, I realized I told them exactly what the issue was, what caused it, and that there was a fix available.
But yes. September 22 2009, I informed Rogers of the exact cause of the issue. 3.5 months later, they inform their customers that this issue exists on the Dream, but not the Magic. Now, they're apparently telling customers that the Magic is also affected. In fact, I just read that they've pulled these phones off the shelves.
For four months. They knew the exact cause of the issue, because I informed them. And they let customers keep walking around with their phones, incapable of calling 911 in case of emergency. Four months.
For anyone curious about exactly what I told Rogers, here is a recording of the call that began at 2009-09-22 at 15:14:55 EST (and ended about 17 minutes later).
This is making me seriously consider switching carriers. It's one thing to have pricey plans, or bad customer service (not that I'm saying Rogers has either of these), but putting your customers' lives at risk is unacceptable. If it had been only one month between my call and the SMS campaign, then that would be one thing. But four months is pathetic.
I'm also debating sending this off to the media, but I haven't made up my mind yet.
Coverage Mapper - A crowd sourced cellular signal strength mapping application
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is there a original thread to this?
so the issue is you cant call 911?
WOW. Luckily I was using another phone when I had trouble on the road last time.
I'd say release the mp3, but maybe I'm just not as nice as others.
Is this a Rogers, HTC or Android issue? You make it sound like Rogers was
fully aware of the situation and withheld the information. Just because you
told a tech support agent doesn't mean it gets passed up the food chain. It
also doesn't mean that Rogers doesn't care about the safety of customers.
Is it a big issue? Yes. However, it is being dealt with and communicated...
This was an issue in Android that was fixed before I informed them. The update was never given to Rogers customers.Originally Posted by DH
I informed Rogers through official channels. What happened after they received the information is completely within Rogers' control.
The problem is that, first of all, Mary on this forum said that "Protecting our customers' safety is our top priority and we communicated with our customers as soon as we were made aware of the issue." This is simply not true.
It took four months before they passed on information that customers may be unable to dial 911. This isn't a "your voicemail might not be working". This is an issue you would never discover unless you were in a real emergency, and Rogers withheld it from customers for almost four months.
If Rogers had policies about customer safety, the rep would have known to escalate an issue of this nature. For all I know, it was escalated, and kept private to protect Rogers' reputation.
wow, I am surprised the rep actually was kind of tech savvy.
I was really expecting some sort of drone who keeps telling you that maybe your keypad was locked or maybe you pressed the OFF button by accident.
Good job canadiancow, I actually enjoyed listening to mp3, although more than 50% was background music. At least they put Chariots of Fir and it cheered me up =)
I wonder if cooked roms includes the fix for this?
It was fixed in 1.6, so anything with 1.6 or later is immune.Originally Posted by joninator
Who do I contact at Rogers to tear the appropriate strip from?
I haven't listened to the mp3 yet, but the text of this thread is pretty clear. I'm not even sure how I want to proceed.
Can they be trusted in the future? I get that things happen and have to be fixed, but knowing about this since September is inexcusable.
Had I needed 911 in that time and my phone had crashed at the time, and I read this thread now I can't even imagine how angry I would be.
I've been a Rogers customer since the CanTel days, not even sure how long that is - and I've been reasonably happy with the wireless portion of their service.
This is enough to make me consider my options, combined with their handling of the Android OS fiasco.
Maybe now they will see the need to update the OS on smartphones in general.
Wow, I am angry.
I'd love to see RogersMary chime in on this thread. I'm tempted to tweet it but I'm not a big twitter user.
I share the same feelings. I was using CyanogenMod at the time, and I wasn't sure if it really affected all devices, so I quickly forgot about it. It wasn't until I was talking with some people in #cyanogenmod on IRC that I decided to play my recording, where I realized that I had completely informed Rogers.Originally Posted by adrianhensler
Listen to the recording when you have the chance, so you can see exactly what was communicated, although it's pretty much what I said here.
Go to the media. Get your 15 minutes.
Yes, as diplomatically as I can, I will say that this issue probably isn't one that any of the Rogers reps on this forum will chime in on, because it's a pretty ridiculous one. Whatever the reason that this wasn't handled properly--perhaps your call didn't get escalated, perhaps Rogers chose not to investigate the issue--it's pretty sad that corporate communication was this bad. We get cell phones to browse the net, update our Facebook, and stay in touch with friends and colleagues, but ultimately, the life-saving ability of my phone is one of the most important reasons I feel lost without it. Knowing that such a blatant issue was ignored for four months really upsets me.
Ok.. this finally tipped my tank.
i've done an upgrade in december to the magic and i got the message today regarding this problem. This is complete BS.
I am going to NYC next weekend and planned to use the GPS for any mapping problems and locating. Now I have to use it with this crummy feeling without the peace of mind that I can call 911 at any point? This is seriously adding to my earlier problems.
I have had so many problems with my retention plan that I have received from Rogers where I could not receive the correct bill credits and I was charged almost $80 when my plan should have just been $50. I hate this. This has happened the past 2 billing cycles already and I had to call retentions both times and spent a good 45 minutes each time to resolve this issue.
Today I got a message Rogers regarding the Magic problem, and I'm completely furious.
I am going to sleep on it, and then if im still angry, im gonna call in tomorrow to have my line cancelled and go to Telus. (My GF is with Telus in tenure status and can get me the same retention plan, but unfortunately I can't port my number to get her special plan).