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[i9000m] Bell Users: Submit a complaint with the CCTS!! PLEASE READ!!!!!!!!!!

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arr0ww
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(Last edited by arr0ww; 3rd February 2011 at 09:23 PM.) Reason: Update #6
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Default [i9000m] Bell Users: Submit a complaint with the CCTS!! PLEASE READ!!!!!!!!!!

------Update! January 1st 2011-------

Since Bell has started replacing the Vibrants with newer units instead of fixing them, this leads to conclude that it is actually a hardware issue. I will be pushing as hard as i can for the below resolution to the problem.


1. Every single Vibrant that is not the 10.12 will be replaced with the current "fixed" version

2. Anyone who sent their phone in for repair will get the $100 credit to their account.

3. Extend the warranty of the devices to 3 years

Please help me out by getting everyone you know who has a Bell Vibrant to file a proper complaint to the CCTS!

Thanks!
arr0ww
-----------------------------------------

Original Post!

Hi All

First off, for those who do not know about the issues with the Bell Samsung Galaxy S Vibrant, here is the short version.

Basically the internal SD card is failing. Something is causing it to become corrupt, this will not allow the phone to boot into the Android OS at all. Bell's fix is to either "flash" the card with their tools OR to replace the entire mainboard. Neither fix is permanent as users who have had both done, have had their phone fail again. Samsung blames it on their software (Froyo 2.2 update) We know this is not entirely true as people have reported their phones dying this way before doing the 2.2 update. Both Samsung and Bell are doing nothing to help out. People are waiting 4-6 weeks to get their phones back only to have them die again in the next few days.

Here is a huge post about this issue:
http://forum.xda-developers.com/showthread.php?t=868569


I have been in contact with Chris Olsen from "Olsen On Your Side" from CTV about our issue with the i9000m sd card failures.

He has suggested that the best way to go about sending proper complaints is to go through the Commissioner for Complaints for Telecommunications (CCTS). The Commissioner has the pull to start pushing these big companies around. The Commissioner already brought a case against Bell for the National Do Not Call List that Bell did not abide by.

Chris Olsen will contact the CCTS in the new year to see how many complaints they have received.

Here is the link for a guide on how to file a complaint with the CCTS:
http://www.ccts-cprst.ca/en/complaints/guide

Here is the link for submitting complaints to the CCTS:
https://www.ccts-cprst.ca/en/complaints/complaint-form

I encourage everyone who has an issue to please fill this out. We need the big guns here to help us fix this issue. In the very least this will get Bell and Samsung to admit that there is a issue with the hardware.

PLEASE PLEASE PLEASE be as professional as possible with this. We do not need to make ourselves look like a bunch of idiots by submitting “ B3LL SucKzx TEH NUTTz0rs.” Fill out every piece of information that you know and do it right the first time.

Here are some main points to mention:

1. The high failure rate of the phones
2. The extreme wait times on repairs 4-6 weeks
3. The $25+ fee for a basic non-Smartphone loaner
4. The fact that we cannot suspend our services when our phone is out for repair
5. Our “repaired” phones are dieing again, some multiple times
6. Bell & Samsung are not informing their customers of anything.


Terms of Resolution:

1. We want our phones fixed 100% for good.
2. Reimbursed for the fee of getting a loaner
3. Reimbursed for the service we had to pay for that we couldn't use during the repair time. (This is assuming you did not use your data at all)
4. A public apology to all Bell users for not standing up for them and holding Samsung responsible.


Possible other Terms:

1. Full product recall, replacing every phone out there with a new one that no longer has the issue
2. Extended warranty



Please link this in every forum you know, we need to get as many Bell i9000m users on board with this. Call all your friends, spam your facebook, and spam Samsung Canada’s Facebook as well.
I will be emailing every tech/mobile site that I know of and informing them of this post and asking for their help, Engadget, Mobile Syrup, Gizmobo…etc.

If you have any questions please feel free to post, but can we please keep this thread clean. I will keep updating this post with whatever else arises from this!

If you have contacted any other media or consumer sites please let me know so we can co-ordinate and get one good solid story instead of a bunch of conflicting ones.

Thanks,
arr0ww (Brad Wiens, Vancouver BC)




----------------------UPDATE---------------------


I received an email back from the Associate Director of Media Relations @ Bell, Marie-Eve Francoeur

Here is my email to her:---------------------

Dear Marie-Eve Francouer,

I am the originator of the thread below:

http://forum.xda-developers.com/showthread.php?t=883820

I have been in contact with local media, the CCTS and other Consumerist contacts. Can you please get back to me with some information on the following:

1. What is the problem with the Bell Galaxy S Vibrant, is it software or hardware.
2. Does Samsung have a fix for this issue, if not what is the timeline.
3. What is Bell Mobility doing to rectify this issue?
4. Is there going to any compensation for people who have had their phone repaired multiple times and have been without a phone for months?

Myself and other Bell Vibrant users are awaiting your reply.

Thank you for your time,


Here is her reply:-------------

Good afternoon Mr. Wiens,

Thank you for reaching out to me and taking the time to send me this email. I shared your email to our support team who will look into this situation and get back to you.

Best regards,

Marie-Eve Francoeur
Chef divisionnaire adjoint, Relations avec les médias | Associate Director, Media relations



------------------------------UPDATE # 2------------------------------


I emailed Marie-Eve back as i was not satisfied with her answer and here is her response.
I will update if/when i hear more.

Response from Marie-Eve Francoeur - Associate Director, Media relations:------

Hi Mr. Wiens,

Our team is looking in into this with Samsung and a team member will be in touch with you soon to discuss this.
Many thanks for having taken the time to raise this.

Best wishes for the Holiday season,

Marie-Eve


------------------------------UPDATE # 3------------------------------

Reply back from Patricia Barbe - Customer Relations Associate


Dear Mr. Wiens,

This is to acknowledge receipt of the email you sent to Mr. Jason
Laszlo, Manager Bell Media Relations, concerning the Samsung Galaxy S
Vibrant.

Let me first apologize for any inconvenience this situation may have
caused you.

As requested in your email, I am sending you the following information :

1. What is the problem with the Bell Galaxy S Vibrant, is it software or
hardware.

The issue had to do with Samsung's software for the Vibrant, which they
have now replaced with a new version - Android 2.2 JL2. This version
replaces all other software.

2. Does Samsung have a fix for this issue, if not what is the timeline.

If the device is inoperable, customers will receive a replacement phone.
If the phone is still operable, customers can upgrade to the new
software released by Samsung, Android 2.2 JL2. This newest software
replaces all other software for this device.

3. What is Bell Mobility doing to rectify this issue?

Bell is working with Samsung to provide the best solutions possible for
our clients with each case reviewed on an individual basis.

4. Is there going to any compensation for people who have had their
phone repaired multiple times and have been without a phone for months?

A case by case analysis will be made to better determine the appropriate
action to be taken.

Mr. Wiens, I hope this information provides clarity and is to your
satisfaction. Please do not hesitate to contact me for further
assistance.

Sincerely,

Patricia Barbe
Adjointe Relations Clients / Customer Relations Associate



My response:



Hi Patricia

Thank you for answering my questions, I have a few more that I would like to ask.

1. Why is this issue only happening with the Bell I9000M model of the Galaxy S. Is there something different about the software and hardware?
2. Could you please provide a in depth technical explanation of what exactly is happening with the corruption of the SD Card.
3. Have you had any of the same type of failures (SD Card Corruptions) on other firmware? Ie. JL2 or the Android 2.1 firmware's.


I, and all Bell i9000M users, would appreciate a quick and appropriate response to the questions above. If you are unable to answer these question could you please put me in contact with your supervisor.

Thanks,
Brad Wiens


-------------UPDATE #4-----------

Just got a call from the Bell Executive Office!

I finally managed to get an email back about more questions i had from Patricia...her answer...talk to Samsung. WTF. I sent a "nice" email asking how it is possible that Bell cannot answer questions about a product they are selling. Her response: Get someone to call me.

here is the short version of a short conversation that just happened with John Simon from the Bell Executive Office:

Hi Mr Wiens,

Bell sells a service, we do not support the hardware we sell.
"Insert crap about his personal blackberry issues here and how he had to deal with RIM"
Please talk to samsung @ 1-800-751-4073. Thanks

THE END

HHHMMM thanks for the WRONG number John, its 4078..jeez


I have John's personal number and i will most likely be calling him back soon.



-------------UPDATE #5-----------

It seems the CCTS is answering peoples complaints and forcing Bell's hand. This is a big step for us, as people are getting their phones replaced or given the option to switch phones, plus a $100 credit to their accounts.

I'm semi-satisfied with the result of my work, but am severely disappointing in Bell as a company as they have not done ANYTHING to help the users. We've had to force our way into getting replacements, and this seems like the wrong way to run a business.

Please post in this thread if you have been contacted by the CCTS and what took place.

I will keep doing what i can,
arr0ww


-------------UPDATE #6----------- Feb 03/2011

I received a call from a guy at the CCTS a few minutes ago. They know of the issue, and they do know of this thread. The guy said he didn't have the time to read through the whole thing but he got the jist of it.

Unfortunately the CCTS cannot send a complaint for a "group" of people, only individual complaints, which sucks, but to me is understandable. He said "The more complaints Bell receives the more likely they are to do something about this." He sympathized with me about our problem and has heard of similar instances of stuff like this happening.

Again, i encourage EVERYONE to submit a complaint if they have had to send their SGS i9000M in for repair. We need Bell to do something more than just replacing the units. We NEED an extended warranty on these devices. 3 years, not this 1 year crap.
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arr0ww
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(Last edited by arr0ww; 17th January 2011 at 09:42 PM.)
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This Section is for status updates on who i have contacted:


Chris Olson - CTV's "Olsen on your Side"

CCTS - Commissioner for Complaints for Telecommunications Services

Engadget Editor-in-chief: Joshua Topolsky

The Consumerist - http://consumerist.com/

Ministry of Consumer Services (Minister John Gerretsen) - http://www.sse.gov.on.ca/mcs/en/Pages/default.aspx

Bell Executive Office - executive.office@bell.ca

Associate Director Of Media Relations, Marie-Eve Francoeur

Samsung Social Hub Support - sh.support@samsung.com

Customer Relations Associate - Patricia Barbe

Bell Executive Office - John Simon
 
arr0ww
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(Last edited by arr0ww; 31st December 2010 at 08:07 PM.)
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This section is for any thread pertaining to this issue:

http://www.reddit.com/r/Android/comm...ibrant_owners/

http://www.reddit.com/r/canada/comme...t_owners_with/

http://www.facebook.com/SaskTel

http://www.facebook.com/samsungmobilecanada?ref=ts

http://www.xda-developers.com/androi...hen-read-this/

http://mobilesyrup.com/forum/showthr...2644#post22644
 
zshakespeare
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What are we asking for in terms of resolution?
 
Uss_Defiant
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what do you put down for :

Are any other organizations which have the authority to compensate a customer for losses currently helping you to resolve this complaint?
 
zshakespeare
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Quote:
Originally Posted by Uss_Defiant View Post
what do you put down for :

Are any other organizations which have the authority to compensate a customer for losses currently helping you to resolve this complaint?
Unless you contacted the BBB to try to get reparations from Samsung, the answer is no.
 
arr0ww
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Quote:
Originally Posted by zshakespeare View Post
What are we asking for in terms of resolution?
Edited my post, added resolutions.

If anyone has any suggestions please feel free to say so.
 
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In my complaint that I made last night (before this thread) I stated that because the repairs aren't actually fixing the problem, that Bell should replace my Galaxy S with an equivalent device, the HTC Desire Z, and recoup the cost of the replacement from Samsung Canada.
 
johnnyboy1
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I just updated the previous complaint is that what were doing?
 
arr0ww
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Quote:
Originally Posted by johnnyboy1 View Post
I just updated the previous complaint is that what were doing?
When you click on the second link in my post, choose "Make a Complaint"

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