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
  • Hmmm... "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."

    Ben, some clarification please ----   does this mean that an individual must officially open a problem ticket with Ting to be considered or is forum participation sufficient or will all marquee owners be compensated?   Seems like Ting has been waiting on customers suggestions as to what would make us happy.  However, as customers, I think we would have like to have known what Ting has been thinking/planning to ensure we are happy and will continue to be.

    I'm not trying to be antagonistic or pointing fingers.....stuff happens...now, it just depends on how the Ting handles the situation and future glitches.

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  • @Stephanie - yes, I am experiencing what sounds like the same problem as your husband. Haven't resolved it yet, as it involves asking my boss to troubleshoot with me and test different ways of sending out group text messages from her iphone and I haven't done that yet. I'm expecting that it won't be a priority for her to help me troubleshoot, and therefore, I've been hoping to figure out a different way to test things. Involving non-Ting users in this project seems a bit much, as I personally have been very frustrated about the time I have invested trying to solve this problem on my phone, to no avail. 

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  • I am still have the same problem with my phone as well. I cannot download any pic messages -- and many of the messages sent from friends with iPhones. One of the messages was actually a very important one that was supposed to include all of the contact details for setting up an appointment with an orthopedic surgeon... What can I do to start receiving my messages?

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  • Although the original issue that caused the LG Marquee MMS issue has been resolved, I understand that a few of you are still experiencing problems with your device. I would like to clarify that these issues are device local. That being said, the support team will be reaching out to each of you individually to begin troubleshooting your phone (if we haven't already).

    We totally understand that having full functionality with your phone is something very important to you. It's important to us too. The reason this forum post went up is so we can make things right. And we will make things right. Thanks again for your patience and co-operation.

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  • So basically, the upshot is that my (local) device continues to suck. Yes, I am going to keep troubleshooting and yes, I am going to look into just getting another device and all that jazz. I am just wondering if I should expect that buying another refurbished device from/through Ting could very well require the same level of frustration and investment of my time in order to get it to function as advertised. 

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  • Hi Jennifer, I see that you're doing some troubleshooting with Alex to get your phone working: you're in good hands. In regards to getting another device from us, all of the phones that we sell work as advertised. If you do encounter any problems with them, we'll be happy to help get them working again.

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  • I also have not been able to send or receive MMS on my POS marqueefor some time.  I did not want to post and add to the drama and have been following the threads instead.  Who all is getting the credit?

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  • Hi Jodi, I've sent you an e-mail so we can look into getting your Marquee issue fixed. We'll apply the credit to any customer who's reported a problem sending or receiving MMS  on their Marquee since the problem began until it was fixed.

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  • For months I have browsed the forum and other sites looking for a solution to not not being able to receive or send an MMS. As of the August 28th announcement of the issue being resolved I have been able to receive images but still. I cannot send them.

    Any attempt to do so is met with the following error:

    "Message Available or Expired"

    Any idea on how I can fix this? Will it be possible?

    Thanks.

    Background:

    have done a hard reset

    installed all system updates

    updated MMS URL.

    Tried using 3rd party sms clients

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  • Hi Saul, I'll be sending you an e-mail right away so we can troubleshoot your device together. Keep an eye on your inbox!

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  • Hi, 

    My marquee still doesn't receive mms after doing factory reset, installing updates, updating mms url.  I have a help ticket #168075, but haven't heard back from ting on it since 9/17/13.  

    Please help!

    Ethan

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  • Same thing as Ethan.  Our Marquee won't send or receive mms.  (the message isn't received)  This is worse than before. Not even the text comes through.

    A regular sms text still works.

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  • I think you may want to hold off deciding what is "fair."

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  • Has anyone received the MMS credit???

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  • @Ethan, I see Jason has updated your request yesterday. Hopefully you will find a resolution soon. 

    @Mike, I've sent an email to you to get your picture messaging up and running 

    @William, Keep an eye on your inbox, Carlo is updating your request. 

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  • Has this issue actually been resolved?  My biggest issue with what happened here has been the response follow up.  Ting has been great in responding, when there is a response...  I have submitted my name for updates on this issue on website and via email, but all I get are emails indicating that my problem must have been resolved due to MY lack of follow up.  Should I constantly troll the website or send emails every few days?  This turns me off of Ting and recommending it to others.  The savings is great, but I will pay more to another company to not deal with this.

    So:

    1) has this been solved.

    2) what was the resolution. (please tell me it is not using SMS Go, which constantly prompts me with ads and is currently not even working)

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  • I never received an email regarding this as stated above.  I have also upgraded my phone & my marquee is no longer active.  I'm glad to be rid of that POS.

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  • and let me be clear, I understand issues like this happen and that Ting has done what it can to resolve the problem.  I also was not all that inconvenienced by the issue and it was not a deal breaker for me.  However, EVERYONE it has affected should have been notified with a resolution.  That is basic customer service.

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  • Hi Mao, sorry to hear about us not updating you on the Marquee MMS issue and marking it as resolved if it hasn't been. I'll be sending you an e-mail right away to follow up.

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  • Hi Jodi, we'll be sending you an e-mail shortly to see what we can do for you.

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  • FYI - RECEIVING MULTIPLE TEXTS IS STILL AN ISSUE.  Something else Ting has NOT told us (and pretty much denied as an issue above).  I found this out only today when my supervisor sent us a text to report to work tomorrow.  Thanks a lot Ting.

    So far Ting has been a complete FAIL on customer service with this issue.  They responded via email on only the MMS issue with pictures.  Did not answer any of my questions on this forum so others can know what is going on.

    I have tried to be a pretty good sport on this problem.  I had been very open in stating that the MMS issue was not a big deal for me and I would not fault a company for having problems and trying to fix them.  However, where are we now?  They have not warned current and new customers of the LG Marquee issue despite knowing about it for over three months (you have to search the forum and even then you have to know to look for it).  They have not updated everyone with a resolution.  They send private emails instead of openly telling everyone about how they are compensating each of us.  And now I find out there are continued issues that they have not told us about.  So much for offering better customer service than the big telecoms.   The pay per use feature is the only thing that is better.

    I am glad that none of my friends broke their contract to join Ting.  What an embarrassment that would not been.

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  • I'd like to share my experience after August 29 (when Ting started this thread, stating that "...the MMS problem is fixed". Maybe others will feel like they are not alone? (I'm not sharing with the expectation that anything will change; however, I am sharing to some thoughts off my chest. Fire away.)

    I have continued to experience glitches with receiving picture messages. While it is impossible for me to know with certainty what picture messages I have *not* received, I do know that my husband, who also has a Marquee, has sent pics that have showed up late or without text notification. Whatevs. I deprioritized resolving this as it's something that, while irritating in the "but shouldn't this actually work when Ting says it works?" sense, I can live with for the moment. 

    More important to me, though, I continue to not consistently receive group texts from colleagues with iphones. It goes like this: Sometimes, I get the texts. Other times, I just get a blank text message. Other recipients of said texts may respond to the original text and I sometimes get the reply, or sometimes, I get a blank text message. There is little rhyme or reason and it's beyond me to piece together a timeline or collect data about who sent what message on what type of iphone using what messaging app, &c.

    I have not received any account credits, to date. 

    On September 16, I wrote this (in part) in a private help ticket that was started on my behalf with re. to my group text problems.

    If there is no progress on my problem in the next week, I'd like to go forward with purchasing another phone. Previously, I was offered a $50 per device credit (one for my device, one for my husband's) toward another phone. My husband doesn't care whether he gets these MMS messages, but I do, so he doesn't feel the need to replace his phone. I'd like to know if I can consolidate the offer and get a $100 credit towards one new phone?

    To be honest, I really feel as if Ting should replace my phone free of charge to me with whatever they deem fit as a comparable device. But I am guessing that's not an option. I'd be happy to take whatever Ting things works and it can be another refurb ... as long as it functions as advertised and supporting it doesn't require as much time or effort on my part as supporting this refurb LG marquee has.

    Ting's repsonse to this was, "The credit that was offered was if you ordered a new phone while we were having trouble with picture messages on the LG Marquee, but we have since fixed the issue and it is no longer available. In regards to credit for non working MMS, you can contribute to our conversation about it here:  https://help.ting.com/entries/25714786-LG-Marquee-MMS-lack-of-service-follow-up-What-s-fair-"

    My response (in part) was:

    ... except that you haven't fixed the problem for my phone. So ... why can't I get a credit? Or why don't you take my phone back, loan me a working phone while I wait for the fix, and then send my phone back to me after you've serviced it? The thread you've referenced is for people whose phone is now working completely. Mine isn't. Why should I chime in there?

    Anyway, now I am taking Ting's advice to chime in (again) here. From my perspective, the MMS issue as a whole has not been fixed, particularly as I was always more impacted by the inability to receive group texts. I still have no idea what's fair compensation. I'd be satisfied with no compensation for down time and headaches and frustration at this point, if I had a working phone. 

     

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  • Sorry for typos. And to clarify, what I was trying to convey in the first paragraph is that I'm not sharing details of private messages in order to try to force specific action or compensation. I'm just sharing to get some thoughts off my chest. 

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  • Jennifer C - I was reading your post and thought for a moment I was reading my own.  I had a very similar experience.  And to this day, my Marquee is still doing exactly what you described above.  I am trying to find a different phone to buy.  It is taking a long time and I am being patient.  It is hard to find a replacement phone that isn't an arm and leg.   All I can say is continue to pursue communications with Ting.  I believe, that although I personally think everything that happened with the Marquee was handled wrong from start to finish (thus far), I believe they do really care about their customers.  Just wanted to encourage you.  You are not alone. =)

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  • I agree with Lisa. I do wish I had purchased a different phone. Mms issues and a relativity short battery life with the Marquee. I doubt I would sell ours to anyone else. Should have applied the money to a new one.

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  • From the very beginning, I said that losing picture messages was a small inconvenience at most.  But the number of IMPORTANT GROUP TEXTS FROM IPHONES I have been unable to receive is and has been my huge issue and it is yet still unresolved.  I have four kids all involved in activities and this is how parents are kept in the loop.  Well, all the other parents that is.  If Ting has no idea how or when this will be resolved, those affected should get new phones free of charge. This is the kind of thing that the big telecoms would get right much sooner. 

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  • Mao, in case it wasn't clear for everybody, I'm going to summarize the details mentioned in this forum post and hopefully answer your questions:

    1) The original MMS issue that were plaguing the LG Marquee has been 100% resolved. The problem was related to network architecture and the MMS platform the LG Marquees were using. Again, this problem has been solved.

    2) If you are experiencing MMS issues on your LG Marquee, it is NOT related to the network problem detailed above, i.e. it is not an global issue affecting every phone. If you are still experiencing problems, it would be device local and can be treated as any other device that requires standard troubleshooting. If you have an MMS issue, or any issue with your phone really, please contact our support team so we may investigate the details of the problem and begin troubleshooting. 

    You can contact us at 1-855-846-4389 or via email at help@ting.com

    3) There is no need to alert new customers about the LG Marquee MMS issue because the issue has passed. The problem was resolved in August.

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

     

    We are very sympathetic towards your issues and confident that we can work together and find solution that will work for you. If you haven't received a credit, please let us know and we'll be happy to apply them. We really appreciate the feedback and your patience in the matter. Best.

     

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  • To calculate this, I'd have to know what value Ting would put on my time/hour. Because I've spent man, manyy hours AND MY MINUTES on the phone with customer reps who don't know what they are doing. The last time, the advice was to do a carrier reset. That caused both my phones - the only ones we have - to report 'not activated', leaving me without any phone service for a full day. I borrowed a T-Mobil by-the-minute, with few (unknown time left) minutes left and only a partial charge. FORUNETLY, the rep that screwed up my phones this time was busy and Tara picked up the call. She was able to both take care of the MMS problems and reactivate my phones. I,m seriously disturbed about the lack of quality training of the Ting reps, even though all have been very nice. I don't need super nice, but I do need competence. I don't know that I can now recommend Ting to anyone. I had 2 contractor friends each, with 4 or 5 phones each, and a neighbor that have been following my Ting experience and now just laugh at me and Ting. At even minimum wage, any compensation would be expensive. Btw, I believe all minutes used to communicate with Ting should be free!

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  • So has anyone actually received this compensation?  Brennan makes sound like those who were supposed to get it should have already done so.  I assumed that posting in these threads (which I've done several times) put me on a list of people that would be getting the credit.  Do I need to contact Ting personally before the credit will be applied?  Both my wife and I have the infamous Marquee phones.

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  • I know that Ting has stated: "1) The original MMS issue that were plaguing the LG Marquee has been 100% resolved. The problem was related to network architecture and the MMS platform the LG Marquees were using. Again, this problem has been solved."

    I have to disagree. I have found no resolution to my problem. I was walked through trying to reset my phone and update it using my data. I did receive one recent MMS message at that time, so I thought my problem was solved. HOWEVER... I have had my wife and parents send me multiple messages to "test" and absolutely nothing is coming through. Not even the previous prompt to "download" the message. And I have yet to receive one message from an iPhone user (their messages are converted to MMS if they are too long, or they are sending to a group). Nothing has been solved and corrected for this problem.

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