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 would second Daren's comment about whether we need to further contact Ting for any service credits.  I have posted on both the original and this thread and Ting stated that there was no need to open a trouble ticket as they would keep us updated here on the forum. I have not received any credit or email from Ting as to how to receive a credit.  If we need to do something to get our credits, please let us know. 

    As to those who are still struggling to use the Marquee without regular MMS, especially group texts from iphones, I feel your pain.  We went for about 3 months without any group texts for work, kid's school activities, etc. and it caused enough of a hardship that we bought a different phone to replace our Marquee.  At the very least, Ting could admit that it still hasn't resolved the issue for all Marquee owners instead of a blind adherence to their party line that the issue has been fully resolved.

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  • Thanks for the reply and answers Brennan.  I still have concerns, but would like to only focus on one. 

    You indicate it is no longer necessary to let new customers know about the MMS problem because it has been solved.  However, did Ting ever let new customers know during the 3 months when it was an issue?  What about not being able to receive group texts, which is still an issue, have you let new customers know about it?  The Marquee is still listed as being a supported device for Ting, even if Ting is not currently reselling it.

    As a current customer, should I trust that there are no problems that Ting already knows of if I decide to upgrade to a different phone?  Please do not answer yes to this question as the answer is clearly no and I will just be more disappointed if you try to explain why that would be different from the Marquee situation.  I think the customer service reps have been very pleasant and are trying to help, but this is a failure in the customer service system as a whole.  As Justin pointed out, the big telecoms would have sent out a notice right off.

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  • Happy to hear that this issue is now resolved! Although  haven't received an email, great Ting customer service is enough compensation for me.

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  • I still have not received the credit. Should I file a claim? I also need someone to email me and tell me how to fix the group messaging for the phone.

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  • HELLO TING!!!!.........seems like no one at TING is paying any attention to the recurring questions:

    1).  What $$ credit is being issued to owners of the "problem child" device?

    2).  Do all the owners receive the same $$ credit amount?

    3).  What criteria is TING using to determine if owners should be issued this credit?

    4).  Do the owners need to do anything in order to receive this credit?

     

    I've hesitated to post my additional problems,since lots of people have already posted about them.  However, the reluctance/refusal of TING to reply to these very specific questions (on this public forum they've provided) is becoming a VERY SORE ISSUE with me.

    Come on TING, you can do much better than this....at least be more candid/open to your customers before you lose more to the competition.

    The ball is again in your court, TING............what are you gonna do?!

     

     

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  • Although the offer may have been withdrawn, I would like to have taken Ting up on their original offer, $50. I have been waiting also, as I plan on tossing the Marquee for a different model.

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  • FYI update....apparently someone is reading the forum, but unfortunately they are not publicly answering the questions posed.   Anyway, TING has credited my account for $15.  Thank you TING, I do appreciate the gesture....

    Now, just for public consumption/FYI, here is the email I received: (also, I never had a phone conversation with the TING rep - he left a voice mail)

    Ting Help Center

    To Me

    Oct 15 at 6:29 PM

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    Ting
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    ## Post replies above this line ##
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    Paraic has opened a help request for you.

    Your reference number is #186729.

    We wanted to follow-up to make sure you had some details around the recent phone conversation you had with Ting customer advisor, Paraic O'Carroll.

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    Paraic O'C
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    Paraic O'Carroll (Ting Help Center)

    Oct 15 19:29 (EDT)

    Hi there Tony!

    Thanks for getting in touch via our forums!

    The questions that you asked were addressed on the forum but I wanted to make sure that you got them here (as message can get lost in the forums due to the amount of posts received).

    Please find below a post that was made by my colleague Brennan about the MMS issue with the Marquee.

    Based on the issue I have applied a credit of $15 to your account.

    All the best,

    Paraic

    Forum post->

    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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  • Ting, where is my $15.00 credit? I thought since we had commented on this or the other thread that we would get the credit. Now it seems as though you have to expressly request the credit. This is ridiculous. Can you please issue the $15.00 credit toward my account? I originally said that a credit would be nice, but not necessary. However, since you decided to issue a $15 credit, than I would like to be included in that offer.

    Thanks,

    Adam

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  • I also did not recieve a credit.  Of course in my case I have actually left Ting recently to go back to Big Red.  But I do find it odd ting did not give me the 15 dollar credit on my final bill since I have always had the LG marquee with Ting and even posted in this thread that my MMS picks werent working...

     

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  • Tony,

    The email that I sent to you has no information in it that is not already in this forum. The four points that were sent to you via email were a direct copy and paste from the post made by my colleague Brennan Valenzuela on October 09, 2013 @ 10am EST.

    Adam, I will be reaching out to you via a support request to resolve this issue for you.

    Chris, I am very sorry that you have left Ting before this credit could be applied to your account.

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  • Paraic,

    It was very apparent your email 'points' were copy/pasted.  And you are exactly correct...it has NO information that is not already in this forum.  However, if you reread my original post above (5 posts prior to your current one), you will see that all the 4 points I listed have NOT been publicly answered.  Here is a copy/paste of mine:

    "..........

    HELLO TING!!!!.........seems like no one at TING is paying any attention to the recurring questions:

    1).  What $$ credit is being issued to owners of the "problem child" device?

    2).  Do all the owners receive the same $$ credit amount?

    3).  What criteria is TING using to determine if owners should be issued this credit?

    4).  Do the owners need to do anything in order to receive this credit?

    ...."

     I'm not trying to get into a p$$$ing contest with you...just clarifying the issue.  And it seems other customers have had  the same concerns I expressed.

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  • Hey Tony, here are those answers for you: 

    1) For those customers who experienced trouble with their Marquees we are offering a $15 credit. This works out to $5 per month that the service was down. 

    2) Once the issue was resolved everyone was offered the same $15 credit. 

    3) If a customer had an active Marquee while we were experiencing this trouble with MMS then they are eligible.

    4) Probably not, we've made an effort to contact customers. If we missed someone or if a credit didn't make it to an account, let us know and we will do what we can.

    I hope that I have addressed everything, if there is anything you feel we have missed let us know. We try to be as open as possible with our customers at all times. 

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