LG Marquee MMS lack of service follow-up. What's fair?

Hi folks,

Before you read anything else: on behalf of the entire team at Ting, I'd like to express our deepest apologies for the lack of MMS service you experienced with your LG Marquee over the past few months.

We're hopeful the issue has been resolved.

At Ting, we're already saving our customers lots of money on their wireless bill. We're very proud of this fact. But saving money shouldn't be at the expense of a service our customers enjoy; we're also a small company and unlike the big carriers, we don't have buckets of money to throw at our customers when we stumble.

OK, the MMS problem is fixed. Now what?

That's a good question, and the reason I'm here.

Today, I thought we could start a conversation about what you consider to be fair compensation for the lack of service.

I won't put any restrictions around the conversation, other than to ask you to consider what the MMS functionality was worth to you in the context of a percentage of your overall monthly service; and that you refrain from commenting unless you are a Ting customer with an LG Marquee affected by this problem.

I realize I'm taking a bit of a leap here by asking you to tell me what you think is fair.

For me and everybody at Ting, this is the sort of thing we stand for; and it just didn't seem right to make an assumption about what compensation is fair if we didn't have this conversation with you first.

Thanks for your patience, and your continued business,

-b

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Comments

102 comments
  • I am very thankful for all the hardwork that Ting has put forth. The fact this thread was started says quite a lot. As Patrick said a little earlier, I don't care much about picture messages, that's rarely used by us.  Our HUGE issue was with group texts usually sent by IPhones that we never received. These are usually the most important and time critical texts we get.  From church prayer lists, to every single one of my four kids' sports coaches sending updates, it seemed we were never in the loop and missed a lot of very important information.  We haven't gotten any messages yet since the supposed fix has been in place. With the holiday weekend, all of the kids' activities are on break.  

    I think it would be fair for a $10/month credit for every month the service was unavailable. For all of the temporary fixes we worked through with no success, the research, and general frustration endured.

    I'm also curious, as mentioned above, if we still need to keep the Go SMS? 

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  • A few of you have asked about the Go SMS app, and we wanted to let you know that you no longer need the third party app, the stock MMS app will work now. 

    @Justin, the group messaging trouble you are having is a separate issue, I will reach out to you in an email to resolve that issue.

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  • I second @Cherie. Ting did a great job handling the situation and I don't feel that any personal compensation is necessary. I exchanged a few emails with Brad which were promptly and courteously answered. It was trivially easy to email the photos instead of send them via mms.

    I've saved a ridiculous amount of money with Ting and I'm not prepaying for data so I never paid for a service I didn't get, thus I feel pretty good about the way everything was dealt with.

    (On a separate note, @Sam, I have the same group messaging issue. Could you send me an email, too? Thanks.)

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  • Thank you for the opportunity to present feedback. It has been a long few months. I can only imagine the frustration on your part as you are dependent on Sprint, ultimately, in fixing this. Like many have already stated:

    1) TING, overall, is a great option for phone service and meets my needs;

    2) Missing group texts was a bigger issue for me than missing photos;

    3) A small compensation would be appreciated, but only if it is Sprint's $ and not yours;

    4) And lastly, because you asked - Keeping the thread updated was helpful. It did rely on my remembering to check the thread for updates. Which, of course, I remembered to do today and had the pleasant surprise of a fix (we think. we hope).

    An auto text or an auto email to me regarding the conclusion of this (saga) would have been even better.

    Many thanks!!

    -Shelly

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  • Hey Joshua, of course I can!

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  • My husband and I both have LG Marquees and we have been unable to send picture messages to each other today. Is there something we need to do in order to be able to do that? 

    We're having a ton of problems with our phones so the picture messaging has been the least of our problems.  I wish we were financially in a position to purchase new phones and hopefully alleviate some of the concerns we've had, but we're simply not able to afford that. 

    In terms of compensation I think a few bucks off the next bill would be sufficient. As I stated, we've had so many problems with our phones we're not as concerned about the picture messages or the compensation.  I really appreciate you asking for our feedback! We love your company, we just wish our phones would actually work as phone sometimes. :( Thanks for asking your customers what they felt was fair- that's awesome!

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  • P.S. Jennifer wrote that, not Zachary. :)

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  • Ouch, Republic Wireless status!

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  • We were given a partial refund of the cost of the phone, which I think is fair for the amount of inconvenience we suffered.  Thank you Ting.  You're still my favorite.  Now, to be my super-favorite,,, will you please start a cable company?

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  • Brain Cigal, I couldn't agree more. If Ting started a cable company with the same strategy as its wireless communication business, it would make me so happy. I even wrote a business plan for one of my MBA courses last year to start a pay-as-you-use cable company and I based it on Ting's payment plan. I hate that I have to pay for MTV, MTV2, Nick, USA, Spike, Oprah, and all the other channels I don't ever, EVER use. Let me have my ESPN, Food Network, History, Discovery, MASN, and be happy...haha!

    Onto the topic at hand, I rarely use MMS and love the savings I already receive. Therefore, a credit would be nice, but not necessary.

    I would also like to note that I am still not receiving MMS messages on the stock MMS message app, but it did work through the Go SMS. So what is up with that?

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  • I followed the thread periodically since I had the problem as well. I appreciate all the hard work and persistence on TING's end. I really love the service that you provide. For me, it would be nice to receive some kind of small credit on my bill.

    My only concern with this whole process is that I would have liked updates about what was happening and to have someone respond to me. So many people were posting about picture messaging that I felt I didn't need to post anything and didn't have anything to add that wasn't said already. However, I did send an email and a help request, but I got no response. I do appreciate the hard work on the fix, but am upset that only those who were really loud about it got responses. It would be nice to have everyone notified who has the LG Marquee, not just those who complained the loudest.

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  • @Adam, I've sent you an email going over some troubleshooting steps to get you back up and running

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  • Hi Laura, I just received the email you sent in today. You'll hear a reply from me shortly.

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  • Wow, I guess I should have checked the Ting forums more...I bought a LG Marquee refurb (is now on buy and sell if anyone wants it) about 8 months ago.  I recall after about a month being unable to receive images.  I just thought it was something to do with my service area or not having data on (I usually turned it off).  Now that I see it wasnt just me/my service area, that is interesting.  As for a credit to my account, nah, I didnt missing anything drop dead important except maybe some pics of something my kids were destroying.  Sadly, I am leaving Ting due to just moved to an almost nonexistent Sprint area, so my 2 cents might not be worth much.  I did love Ting while I was able to get coverage and wouldnt be going back to Big Red if I had a choice.  Thanks!

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  • After thinking about this for a few days, I would like to suggest the following:

    A 50% credit towards the cost of a new or used phone, good for 2 years.

    This would serve as a "Reward" to us, and not just_ "a simple thank you".

    _

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  • I don't care about a service credit for the past few months. What about a credit towards an Airave so I can actually use my phone at home since I live on the very edge of the city where there is next to no reception. That would be nice.

    My phone is now ROOTED because of this situation thank you, TING. I can do cool stuff with it now....if only I can use it at my house. hmmmm.

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  • If nothing else can I at least change my avatar? :)

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  • Of course you can Watha! Voila:  https://help.ting.com/entries/22922806-How-do-you-change-your-avatar-in-the-forums-

    You need to update your Gravatar account.

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  •  I am still not receiving group text messages from iphone users via the stock message app. [In short, I get a message indicator, I click on the "download" button, and nothing shows up --- no error message, no message, no nothing. I just see the sender's name and time of the attempted message.]

    I've followed up on a help ticket and have done a carrier reset, profile and prl update, as instructed. If there's another forum thread to go to (since this one is devoted to a different, though related, topic) to see if others are experiencing this and if there is a FIX, let me know. Or maybe I will start one.

    Just when I thought my saga was over ... 

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  • I appreciate the fact that Ting was caught between Sprint and their customers on this one but that is life.  I think Ting did a good job of staying with it until the problem was fixed, although some people evidently know there was an issue with Ting and not their phone.  Saying that, I'm still not fond of the Marquee because of this issue and the battery life. (my wife leaves her wifi off because of the accelerated battery discharge - I have a LG Elite without these issues)   I would like some credit to help with the purchase of a different phone.  One offer was made but it appears it may have been rescinded when this thread was started. (not  a good way of handling this issue)

    I still don't quite understand why this issue only affected one model of an LG phone. Any explanation?

     

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  • @ Jennifer I see that you've been working with Alex to get your messages working again. You'll be in good hands.

    @Mike The problem was Sprint®* had made changes to their MMS infrastructure, and devices were not submitting an 'identifier' that the MMS server requires. Thanks for joining the conversation!

    *Sprint is a trademark of Sprint.

     

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  • Having been the originator of the thread that started the chain reaction of the issue, I should be compensated a service credit of $10,000.  I would also like a team of Ting employees to follow me around and compliment me wherever I go.  I need an entourage or posse to fully complete me.

    In all seriousness, whenever this happens, I don't really think compensation (if any) should be very high.  It was a headache and not getting messages from iPhone users and others was definitely frustrating.  If something like this is going to make someone leave Ting for good, it was probably just the straw that broke the camel's back vs. the cause by itself.  In a customer-facing environment, you can't please everybody and never will.

    So if you give anything away, don't go over $25.  I think $10 is probably closer, but even if $0 is the outcome, I won't lose sleep over it since rooting the phone and putting a better ROM on it was well worth any amount.

     

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  • Hi folks,

    I've been MIA for a few days on this. Sorry about that. Based on the majority of responses, I think the responses can be categorized as follows:

    1) No compensation necessary

    2) A small compensation amount for each month

    3) $10,000 + a Ting posse / entourage

    A number of our staff were strangely excited about the possibility of following Kyle around and saying nice things to him, and despite the popularity of #3 internally, our CFO Mr. Cooperman refused on the grounds we don't have enough employees to spare and it wouldn't be fair.

    For everybody who said no compensation necessary, I really appreciate that. We're going to give you a service credit regardless and you can choose what to do with it. I love the idea of donating the amount to charity and I added it to our 'maybe someday' backlog.

    Based on the comments from everybody, I think the general consensus is that a $15 service credit, ($5 per month x 3 months) is considered fair by 99% of you. To the 1% who might not agree, I promise we're working harder every day so we don't need to have these conversations in the future.

    It's going to take us a few days to apply the credit and we'll follow-up by email to let you know once we've added it to your account.

    Thanks again for your patience, and for having this conversation with me. I'll post again the credit has been applied to your account.

    Warm regards,

    -Ben

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  • Is this credit for all Marquee owners affected  by this or only those who commented on the original thread?  I have been following this issue for a while now but never commented as there seemed no reason to do so without a fix in place.  It's not a big deal to me either way as there were only a few occasions where I wasn't able to send or receive a picture message, so it didn't really affect me all that much.  I am just curious.

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  • Hi Christopher: It's a good question.

    Participating in the forum discussion is not a requirement. We'll apply the credit to any customer who's reported a problem sending or receiving MMS since the problem began.

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  • Ben, are we to assume that Ting has sent an mms test message/picture to every active Marquee device on Ting, asking if they received a test picture or not?  Many people wrote that WE should have been notified BY Ting that there was a problem with the Marquee.  Your statement above (Sept 6th) states that only those of us lucky enough to have stumbled across these boards and realized that this was a known phone problem are now fixed, and will receive a credit.  How do we know that all Ting Marquee users are fixed?  I had my phone for 4 months before I stumbled upon the mms issue board on your site and realized there was a fix for this.  What did Ting learn from this issue?

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  • Wow Ben, you and Ting have got some nerve. After 3 months you're finally getting to actually offering us some help? This has been a very frustrating situation from the beginning for me and my wife. We lost a lot of important communications with our MMS offline for so long. For you to come out now and ask for suggestions and offer to help has added to my frustration level. Where were you 3 months ago? I know, you were telling us to buy a new phone or switch providers. Nice. You were blaming Sprint and LG and crying poor (nice 96m market cap tucows). It was excuse after excuse and we were strung along the whole time. Like another user, I bought new phones with the plan to cut my loses and leave for good if the service goes offline again.

    What I think is fair is what I thought would have been fair from the beginning. For those of us that were affected severely enough by the lack of MMS to buy new phones, you should take back the Marquees and give us a refund.

    I don't want to get into all the ways you dropped the ball during this as I've already outlined that in detail in the LG MMS thread. At least now you seem to be taking some responsibility for this issue.

    Hopefully something good will come out of this and you won't be telling us to "buy a new phone or switch to another carrier" if something like this happens again.

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  • I would like my $15 credit to go to Watha Vann (user comment on Sept 2nd above) so she can purchase the Airave she needs.  There is a used one listed for $120, so i think that some of us Marquee users, with the help of Ting, can help Watha finally get service at home.

    Thoughts?

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  • I think the service credit for each device affected is fair. My bigger concern is that if I choose to upgrade in the future, this type of thing could happen again and I'd potentially be out the money for the newer, more expensive, device.

    Also - my husband and I are still having issues with our phones. His won't download some mms messages and lately some of my messages have just been coming through blank. Is anyone else having those problems?

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  • I was really not affected at all (that I know of).  I am not a heavy user of texts overall, maybe 30-50/month, and I rarely get MMS messages, though I did receive one a few days ago.  So, I might have missed some during the summer, but I am not too concerned.  I don't need to be added after the fact to the list of people to receive a credit.  However, I do have two comments.

    1.  Since I bought my Marquee directly from Ting, you should have a record that I have one and I would have appreciated getting an email about the problem when it was identified.  I caught up with this thread around early August, so at that point I know that it was an issue.  I am pretty certain that I never received an email on the issue.  It is clear from your statement that you were only emailing people who reported having a problem, but I never bothered, since by the time I knew about it, I also knew that it was being worked on.

    2.  Although I think that Adam Lucas' tone in his post from today is unnecessarily strident, I can sympathize with the fact he was severely affected by this problem in a way that I was not.  I would encourage you to meet his request to buy back his phones.  If I am still entitled to a refund (after weighing in only at this late date) I would be happy to redirect my refund to cover that cost.  My belief is that the Ting users are a good community and this will not create an expectation that everyone else will want the same treatment.  Just a suggestion.  Keep on Tinging.

     

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