T-Mobile (UK) leaves business users High and Dry!

[TwoPlus1]

OK I was a little harsh when I sent this to T-Mobile this morning, bad day, but it does reflect my feeling about T-Mobile’s attitude towards its business customers.

I will of course be flashing my phone with a ROM from this sight but when I visit clients and they comment on my phone I shouldn’t need to tell them that they can only use the phone with all it’s features if they burn the warranty... We are seeing quite a few clients make the transition to Office 2007 and Exchange 2007 so telling them that to open files on their phone they must stick to saving files in 2003 mode and that they will not notice many improvements on their phone using WM5 and Exchange 2007 (only real benefits are administrative) is totally unacceptable and will mean that both T-Mobile and HTC lose out as we will be recommending the i-mate Ultimate range of phones in future (anyone have a good supplier?)


Good morning, I have just been informed by a colleague that whilst I was led to believe that a Windows Mobile 6 update for both my Ameo and Vario 2 were imminent, T-Mobile UK has now decided that it's business customers do not require the advantages offered by this upgrade and that having just invested a not insignificant amount of money in a new phone I will have no choice but to void the warranty in order to get the upgrade that other colleagues in other countries will receive from T-Mobile direct! Might I suggest that if you are unwilling to provide this upgrade you at least extend the warranty to cover the upgrade released by HTC as without this concession I will find it very hard to justify renewing my contract with T-Mobile UK in 18 months when it expires! Nor will I be able to continue recommending T-Mobile to my clients. As a VAR and IT Managed Services provider I often recommend to clients their next phone upgrade to be integrated with their Exchange servers, I am now installing Exchange 2007 which specifically takes advantage of new features added in Windows Mobile 6 not to mention continued compatibility with Microsoft Office 2007. The AMEO is one of your flagship corporate products to treat your customers with such disregard is unacceptable!

“Hello Martyn
Thanks for taking the time to contact me regarding Windows Mobile 6 and T-Mobile Uk's decision to not to release the software download for existing devises. I can understand how disappointed you must be with this decision especially if you bought the Ameo in the hope that you?d be able to download this software in the future.
T-Mobile have decided to bringing in new MDA devices that make best use of the features of Windows Mobile 6 rather than rolling it out on existing devices that work perfectly well with Windows Mobile 5.
Unfortunately we?re not in a position to extend the warranty to cover the upgrade offered by HTC and I?d recommend you would have to take this up with HTC. We?re also advising customers that downloading this software from other locations could damage the handset and invalidate the warranty as it?s not designed for UK devises.
I?m sorry you?re unhappy with our decision on Windows Mobile 6 Martyn but we do feel that our customer still have full use of all the features on the devices with Mobile Windows 5.
Kind regards

Ami Usher
Business Customer Services
T-Mobile

[lpsi2000]

Wow, that really sucks. I guess they figured they already have your money and you are stuck in a contract with no other options. Also, they probably thinking you will forget about this soon before the 18 months and you will renew with them again when another device hit market within that time frame.

[spacecat]

that is kinda sucky!, i upgraded mine to wm6 anyway so
F**K tmobile.

and you cant beat webnwalk plus for £3 a month which is what it costs me :)

[adamelphick]

I am a private customer but use my Ameo for work too - therefore I just wrote them this:

I have just heard that unlike ALL other carriers of the HTC X7500 (the phone from which the Ameo is cloned) , T-Mobile UK is not releasing a Windows Mobile 6 upgrade. Even the manufacturer is doing this which PROVES the device works well with WM6! The american version indeed comes with WM6 as standard. Why is T-mobile UK leaving customers of its FLAGSHIP telecommunications device without the latest software update which allows the latest integration with MS Office and Exchange server? It is outrageous to crippple a device which has only just been launched. Please explain as I am appaulled that you are not going to properly suppport this device. If the upgrade is available (which it is minus the T-mobile branding) then it shoudl be branded and offered to us. It feels like now you have got our money and tied us to a contract you no longer care. I was previously with O2 and they offered upgrades to many of their HTC devices as and when they were released by HTC. I require a definiitive answer on this matter as I am frankly disgusted.

I'll see what comes back! Blasted T-Mobile UK!

[lpsi2000]

I think all of their customers with Athena started complaining (flood the gates with hate mail and e-mails), they probably would reconsider their decision.

[fards]

Ithink you're taking slighty the wrong tack here.

A few people need to approach t-mob as if they were a Smb and looking to purchase several (say 30) devices that havw a seperate keyboard large scren etc and the ability to link with exchange 2007. Say that the ameo fits the bill perfectly and is available already in the US with WM6 and when would t-mob be offering it, as it would dictate whether said company was going to go with t-mob or o2!
Would be interesting to see the response.

[adamelphick]

Good idea - if they lie etc and say they will be releasing then we can use that as ammunition!

[LTxda]

Seems like T-Mobile has no clue what they are talking about. WM6 is a vast improvement in every area over WM5 and the Athena didn't work perfectly under WM5 either. Furthermore, even the new devices coming out...including the iPhone...are no match for the Athena so to say that WM6 will be better or other devices will make better use of the WM6 features is totally ignorant.

I have T-Mobile in the US and haven't run into this problem. They are all willing to work with me. I've always had the latest phones and never had a problem getting support from the US team. I do help them a bit by breaking it down and letting them know that even though the phone is different, the OS is supported so I tell them not to get distracted by the fancy hardware. ;-)

I can't believe T-Mobile isn't releasing the WM6 update. Damn shame. They are just trying to save money.

[sergiopi]

They have any right under the european laws to refuse to relase an upgrade, but they DON'T have any right to say that your phone could be damaged

"We're also advising customers that downloading this software from other locations could damage the handset" bull***t!

THIS IS A STATEMENT FROM AN IDIOT!! Downloading this software from other location you will damage WHAT? :confused: :eek:

May be you could have problem INSTALLING, FLASHING, RUNNING but not just downloading from other location! :D

This is the T-Mobile UK average manager's knowledge? Good for the competitors! :D

[adamelphick]

Just had another pathetic reply from T-Mobile - cant uderstand what 'resources' they need anyway - they only put their crappy badging on it anyway! Anyway here it is:

Thank you for your response to Gemma's email. I'm sorry you're not happy with the answers you were given.
As you rightly say there are numerous forums out there discussing devices, operating systems etc. People put their points of view their opinions and experiences. It may well be the case that many people have put the X750 1firmware successfully on their UK Ameos. There are also a number of cautionary tales from people who have bricked their device.
You are then in a position where you can make an informed decision and choose whether or not to upgrade to WM6. As Gemma said this could both damage the device and invalidate your warranty.
As Gemma said T-Mobile have decided to use their resources to bring in new MDA devices developed on and preloaded with WM6 rather than rolling it out for existing devices. I don't believe it is about saving money but rather allocating the available resources for development purposes, there are finite resources available and the decision not to offer a WM6 upgrade will have been thought long and hard about. I can understand why you aren't happy with this decision on a personal level and I'm sorry about that.
HTC seem to be launching numerous devices currently and I'm sure that by the time your contract comes to an end there will be a viable alternative to your Ameo that perhaps better meet your needs and wants. Another option may be to try and find out whether HTC themselves will be releasing a WM6 ROM.
We are certainly not saying that we have your money and that is tough - you still have exactly the same device with the same specification and operating system that you originally decided on. If you would like to discuss this further my details are below (calls to this number are chargeable. Please check with your service provider for further details).
Thank you for giving me the chance to address your points Mr Elphick. I hope you accept the reasoning behind our decision whilst I understand that you don?t necessarily agree with it.

[spacecat]

these companies are pure rip off merchants don't expect anything else.

I get unlimted hSPDA in uk for 3 pounds per month . when I go abroad next week it will be 7.50 pounds PER MB!!


the govt has to stop these c**ts sooner or later

[sergiopi]

Just had another pathetic reply from T-Mobile - cant uderstand what 'resources' they need anyway - they only put their crappy badging on it anyway! Anyway here it is:

Thank you for your response to Gemma's email. I'm sorry you're not happy with the answers you were given.
As you rightly say there are numerous forums out there discussing devices, operating systems etc. People put their points of view their opinions and experiences. It may well be the case that many people have put the X750 1firmware successfully on their UK Ameos. There are also a number of cautionary tales from people who have bricked their device.
You are then in a position where you can make an informed decision and choose whether or not to upgrade to WM6. As Gemma said this could both damage the device and invalidate your warranty.
As Gemma said T-Mobile have decided to use their resources to bring in new MDA devices developed on and preloaded with WM6 rather than rolling it out for existing devices. I don't believe it is about saving money but rather allocating the available resources for development purposes, there are finite resources available and the decision not to offer a WM6 upgrade will have been thought long and hard about. I can understand why you aren't happy with this decision on a personal level and I'm sorry about that.
HTC seem to be launching numerous devices currently and I'm sure that by the time your contract comes to an end there will be a viable alternative to your Ameo that perhaps better meet your needs and wants. Another option may be to try and find out whether HTC themselves will be releasing a WM6 ROM.
We are certainly not saying that we have your money and that is tough - you still have exactly the same device with the same specification and operating system that you originally decided on. If you would like to discuss this further my details are below (calls to this number are chargeable. Please check with your service provider for further details).
Thank you for giving me the chance to address your points Mr Elphick. I hope you accept the reasoning behind our decision whilst I understand that you don?t necessarily agree with it.
...........................Good for HIM......................................
....................................!............. .....................................
........BANDIT................!............LEADER. .........................
....................................!............. .....................................
Bad For ME-----------+-------------------Good For ME
................................... !................................................. .
.............IDIOT..............!.............HERO .............................
....................................!............. .....................................
..........................Bad for HIM..........................................

This is a well known graphic in Bunsiness Schools.

It is used to help to judge a company, a person, a strategy,... analyzing the effects on HIM (or his company, ...) and also the effects on ME (or over my products,my Company,...)

Good for HIM, bad for YOU = They are BANDITS! :) Looking from another side, may be his strategy will be bad for him also, reducing sales.
Bad for HIM and bad for YOU = IDIOTS :)

Beware from BANDITS and from IDIOTS, also IDIOTS are the WORST force in the world, not even GOD can stops the stupidity!

You aren't loosing... anything? We are in a fast and competive business enviroment and if your company will move to exchange server 2007... your T-Mobile AMEO will be OUT (just to give him a simple example) IDIOTS :) !

[Midget_1990]

if resources are the problem, not the money i would do it for them ;)

[sergiopi]

I will suggest to send to him something about the importance of having an up to date software in the business environment, explaining the differences between PHONE and COMPUTER business.

ATHENA is part of the COMPUTER business and I have never seen a computer company refusing a major software update after less then one year for a new model.
May be they won't offer it for FREE, I could agree, but they could offer it for money...

Just give him the last chance to demonstate his stupidity, then prepare a petition, put it on line and post in every T-mobile UK phone forum your problem, their answers and ask for petition signing.

Update the 3d you opened in Uk with infos, news, jokes, the message coul be:
IS HAPPENING TO ME WITH ATHENA BUT THE NEXT COULD BE YOU WITH YOUR T-MOBILE DEVICE

Wrote to newspaper, to consumer associations, make a LOUD noise, using Internet Power, I've seen many success stories..., wait the end of summer, you will have more power, now the newspapers are full of... topless stories!

[adamelphick]

OK Guys, they are NOT going to back down! What do we do next? It's a disgrace!

Heres what they replied to me:

Thank you for your prompt response to my previous email. I apologise that you don't agree with T-Mobiles policy on upgrading your Ameo with WM6.
I suggested you check with HTC as an alternative means of finding the ROM update you want. I have however checked for you and the upgrade for your device will be available this month. As stated previously it is not something we at present support or offer .
You mentioned a possible problem with the case provided. Every fault report or warranty claim would be looked at on its own merits and it would be wrong of me to try and offer you a blanket answer to what is as yet a hypothetical question.
I do understand and appreciate that you are not being awkward as such. Is there anything that makes you say that T-Mobiles customer care regime does not in fact care? I'm sorry if any of your dealings with us have made you feel that way and I assure you that is not our intention.
I'm afraid I'm still not able to give you the answer you'd like. As you say the software will be widely available and as a consumer you can make an informed decision as to whether you wish to use it or not. At this stage we have no plans to support or officially offer it.
I can only repeat my previous point you still have the device you initially chose loaded with the operating system and running the same applications. I am sure you would have looked into the merits of the Ameo as compared to the alternatives available at the time and made your decision on the strength of that.
Thank you again for your email Mr Elphick and again for taking the time to let me know your views. I'm sorry that I'm still not able to give you the answer you would like.

[sergiopi]

OK Guys, they are NOT going to back down! What do we do next? It's a disgrace!

Heres what they replied to me:

Thank you for your prompt response to my previous email. I apologise that you don't agree with T-Mobiles policy on upgrading your Ameo with WM6.
I suggested you check with HTC as an alternative means of finding the ROM update you want. I have however checked for you and the upgrade for your device will be available this month. As stated previously it is not something we at present support or offer .
You mentioned a possible problem with the case provided. Every fault report or warranty claim would be looked at on its own merits and it would be wrong of me to try and offer you a blanket answer to what is as yet a hypothetical question.
I do understand and appreciate that you are not being awkward as such. Is there anything that makes you say that T-Mobiles customer care regime does not in fact care? I'm sorry if any of your dealings with us have made you feel that way and I assure you that is not our intention.
I'm afraid I'm still not able to give you the answer you'd like. As you say the software will be widely available and as a consumer you can make an informed decision as to whether you wish to use it or not. At this stage we have no plans to support or officially offer it.
I can only repeat my previous point you still have the device you initially chose loaded with the operating system and running the same applications. I am sure you would have looked into the merits of the Ameo as compared to the alternatives available at the time and made your decision on the strength of that.
Thank you again for your email Mr Elphick and again for taking the time to let me know your views. I'm sorry that I'm still not able to give you the answer you would like.

In my understanding they changed something .... Now they said.."please use the HTC upgrade". This seems to me a big difference from the first statement..,"don't even try to modify the rom supplied".

Now you have material to make a loud noise all around internet about the lack of update support from T-Mobile. Wrote a petion and ask for signers, not only for AMEO but for all unsupported T-Mob UK devices

[Superdawie]

Following this thread from the start I can surely say that the initial good impression I had from T-Mobile has been severely tarnished.
I think their blatant lack of support and stupidity are going to be at the cost of business customers. Already I can't sync with my company server (if I had stayed on T-Mobile WM2005, but fortunately now on WM6 ROM from this site).
I for one will be fully supportive of any petition drawn up. If they don't change their tact, come upgrade time it will be byebye T-Mobile.:(

[Pyrofer]

I am SHOCKED that anyone ever had a good opinion of T-Mobile !
The only people worse than T-Mobile are Phones4U.

A few years ago I bought a Tmob contract/phone from P4U. Not a good experience, it was broken out of the box, unusable. P4U refused to take it back despite being within 7 days of purchase, they wouldnt replace it and told me to go to TMob. TMob said it was P4U's problem, when I went back P4U told me it had been TOO LONG and said I should go to Carphone Warehouse as they do Nokia warantee Repairs.

It was 2 months before I had a working phone, I paid £200 to P4U for the phone and was paying monthly during this time, neither of them wanted to help me in any way.

I gave TMob a chance recently thinking maybe they had mended their ways, but to be honest, they are as bad as ever. I will never however buy from P4U again and suggest nobody else does either.

[Slave1]

I am SHOCKED that anyone ever had a good opinion of T-Mobile !
The only people worse than T-Mobile are Phones4U.

A few years ago I bought a Tmob contract/phone from P4U. Not a good experience, it was broken out of the box, unusable. P4U refused to take it back despite being within 7 days of purchase, they wouldnt replace it and told me to go to TMob. TMob said it was P4U's problem, when I went back P4U told me it had been TOO LONG and said I should go to Carphone Warehouse as they do Nokia warantee Repairs.

It was 2 months before I had a working phone, I paid £200 to P4U for the phone and was paying monthly during this time, neither of them wanted to help me in any way.

I gave TMob a chance recently thinking maybe they had mended their ways, but to be honest, they are as bad as ever. I will never however buy from P4U again and suggest nobody else does either.

The issue you've posted has nothing to do with T-Mobile, it's all Phones4U. Phones4U are in a position where they don't supply T-Mobile stock handsets. They have their own stocks which they source independantly. Hence why their phones generally aren't branded and are supplied network unlocked.
T-Mobile will support you if the handset is "one of theirs". If it's a "SIM free" model then your support should come from your place of purchase.

[Digital.Diablo]

Its amazing that a major telco can't be bothered to upgrade people to WM6. I suppose its best for them, as they've got no problems with bricked devices and it encourages upgrades from existing subscribers to new handsets at contract renewal time. When mine does become due (another year or so yet) I shall be cancelling my contract, and asked the reason why, I shall state that by not offering an upgrade we know they have (hence the leaked rom) that I believe them to be a profiteering supplier only interested in encoraging upgrades and not offering the support their customers demand.

I can understand why they don't do it, and on the whole, I like T-Mobile, but the sell and forget attitude smacks of poor customer service. Not that I think any other Telco is any better, but might as well spread my £££ around to whoevers doing the best deal at the time.

[adamelphick]

Well I dont agree with the 'dont upgrade so no bricked devices' scenario - O2 supply upgrades and if you run them as stated they are smooth without problem. HTC devicses are inherently easy to upgrade and always have been - its just a problem if you are trying a non official ROM!

T-Mobile are just Sharks and thank god i got a 12 month contract that's all I can say!

How do we start a petition? Let's do it and see if we can make them see sense!!

[tsfnet]

Hi folks,

might be interesting: For i am a t-mobile business user in Germany in an company with about 100 t-mobile contracts / devices, i told them about my experierences using the ameo (scratches on keyboard screen, scratches on the device near the vuoflo butto 'cause of really bad case, bad headset compared to the original on provided with mda pro / universal, update to WM6).

They answered that they cannot give a statement on my complaints at the moment for they are about to sell the ameo out. They did not sell as many units as they planned, so they probably will take it out of the market.

For this reason, they will probably never provide an update to WM6.

Best regards,

[adamelphick]

Wow tsfnet, that is a disgrace!! Even though they remove the unit form sale they can't stop suppporting their existing customers!

I used to have a T-mobile contract years ago just after they took over from One2One and I vowed never to go back as they were terrible.... now I've been tempted by a fanmtastic device and they have duped me again! :mad:

[Confucious]

T-Mob are the only company that offer decent data prices. I have also found their CS exceptional.
Their lack of WM6 upgrade is certainly regrettable but I have WM6 from here. No other phone company can offer me the amount of data I want at a price I can afford so I certainly wont be leaving T any time soon!

[bydandie]

T-Mob are the only company that offer decent data prices. I have also found their CS exceptional.
Their lack of WM6 upgrade is certainly regrettable but I have WM6 from here. No other phone company can offer me the amount of data I want at a price I can afford so I certainly wont be leaving T any time soon!

I must agree here - T-Mobile have taken a strange decision here but they have the market due to their data plans. Orange and Vodafone dropped the ball there - 500mb fair use would be enough for most people but still nothing; O2 don't appear interested and 3 just don't have the voice network reliability.

[adamelphick]

You guys have actually PROVED that T-mobile dont give a stuff about us in what you say! They KNOW that people who want to use the internet have to stay with them for the moment as they have the tariffs - therefore they dont care that the Ameo should have an upgrade because they know we cant leave for now!

That's not good CS its sneeky business practice! It's like O2 used to have with 0870 and 0845 numbers included in your minute alowances - eventually it drops off though and they have to rely on CS in the end as if we ALL use huge amounts of data it would bring the network to it's knees. It's a game of luck where they hope that the carrot will keep us even though we know they are not giving us the upgrade we should have. Makes you wonder if they want us to use cooked ROMs so that if our devices go wrong they dont have to fix them and save themselves a fortune?!

Also it's strange how T-Mobile germany have just released yet another ROM for the MDA Pro - now that's not exactly new is it? OK so it's not WM6 they're rellasing but it is at least newer than the shipped ROM. Maybe they are going to dump the Ameo after all.....

[pa49]

I have been watching this thread for the past few weeks!
I had decided to get an Ameo and of course want it on as favourable terms as possible.
I have approached the local T-mob shop with my usual method, namely, going in every couple of days and asking more and more questions and when leaving saying 'I'm nearly there now' (I've done this three times in the last 18 mnths and have got good deals out of it.
I went to the shop again yesterday and they are now offering me an Ameo on 12 mnth flext 50 for £100.
I know they haven't put out as many units as they would have liked and I'm sure this is why they don't want the cost of the upgrade.
Earlier in the thread there is an email in which T-mob rep refers to having no upgrade policy with regard to the Ameo. You don't have a policy about upgrades you make a decision and base it on the costs involved. It's too costly for them and that's why it won't happen through them.
I was also interested in the change in tone of T-mob with regard to 'sanctioning' a non branded upgrade. I reckon they have decided to dump this model and try and keep all users happy.
Anyway, going back to the shop to see if I can get a better deal!
Any thoughts?

[spacecat]

I got flex 25 (60 pounds credit per month)
and webnwalk plus for 28 per month for 18 months

I also upgraded to WM6 without a hitch so F**K em :)

[pa49]

I got flex 25 (60 pounds credit per month)
and webnwalk plus for 28 per month for 18 months

I also upgraded to WM6 without a hitch so F**K em :)

spacecat,
How much did you have pay up front?

[spacecat]

The Ameo cost me £350