T-Mobile To Help Customers Affected By Cliq XT Update Debacle

We’re a little short on details for this one, but we’ve received word (and the above image) that T-Mobile is sympathetic to Cliq XT users who are now learning their Android devices will remain stuck on current versions. Customer Loyalty Teams have been given specialized authority to work with the affected customers in an effort to save those customers. Details are short on what exactly the offer is, is it a free upgrade? Early Upgrade? If any Cliq XT customers call and find out, let us know below otherwise we’ll update the post when we hear something new!

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  • Blakkvi

    It always made me laugh when the carriers have to get the brunt of a manufacturer / OS mistake. Then they have to worry about “keeping you as customers’ because the software on one device is now updated due to the OS changing it every 2-3 months. What the hell is the carrier supposed to do? Like one comment said, back in the day, the OS on a device was what it was from the day you bought till the day the new one came out. Consumers are too spoiled these days. I love a Smartphone as much as the next guy and have had a Smartphone since my first MPX220 but I’m not going to die or threaten to leave a phone carrier because of something they had very little control of. As long as my phone worked and my bill was straight, I’d be good to go until I can upgrade again. It takes too much to have an Android device these days and these carriers are always playing damage control because of it. smh.

  • http://twitter.com/gatodelrio limonysal

    as a former CLIQ user I am kind of pissed we weren’t offered this… we waited far longer than CLIQ XT folks

    • http://twitter.com/dlaughs david

      You shouldn’t be complaining because your CLIQ upgrade is right here:
      http://www.motorola.com/Support/US-EN/Android_Products/Software_Update_Landing_Page/CLIQ_Software_Update_Page

      • Antbankz23

        hey dummy thats the orig cliq update,there talikng about the cliq xt update,jeez some people cant even finish reading the whole header. . .

        • Haymaker3

          lmao Hey uhh “dummy” the guy he was talkin to HAD the original cliq that why he posted it. lol jeez……..some people can’t read the whole post!……..lol

        • Haymaker3

          lmao Hey uhh “dummy” the guy he was talkin to HAD the original cliq that why he posted it. lol jeez……..some people can’t read the whole post!……..lol

      • http://twitter.com/gatodelrio limonysal

        yeah I know but the CLIQ XT came out WAY after the original CLIQ. and we waited LONGER for the update and we were offered nothing. F Motorola all around. Got the G2 now and I much prefer the pure android google experience.

  • Jimanderson11

    No help from T-mobile Customer Loyalty, asked and was told yes I was in Retention/Customer Loyalty, I think both times I didn’t get there despite saying “cancel service” at the front of the IVR. First time was told after I spoke with CSR that if I spoke with Supervisor he would offer me even less ($185 upgrade on Bold), asked to speak was put on hold and told would get a call back, nothing after 1 hour.

    Called back and spoke to 2nd CSR, got same deal (he was reading notes) and noted that Supervisor told him he wouldn’t offer anything else. Asked him to cancel my plan upgrade taking place in 2 days and to ask the Supervisor if he would like to speak to me to review acct, he noted that Supervisor would not change anything. Told him I’d chat with VZW and see what happens

  • TalOrtRal

    @ Everyone not getting a phone update from Tmo Customer Loyalty

    You guys really need to learn how to get a little pushy with customer service representatives. :)

    Here’s what I did:
    - Called customer service and told them about how I heard Tmobile was no longer planning an OS update for the Cliq XT and how I was pretty pissed (of course never say something like that.. they’ve been trained to listen for slight swears like damn or piss and this gives them the excuse to hang up) that it wasn’t coming. She told me that she was “sorry for the inconvenience, but T-mobile never promised an update”. Just like what many of you other commenters are running into.
    - I told her “Yes, it was promised. The salesman who sold me my phone told me it would be updated to 2.1 and he was reading from an internal document. Also, there were in-store fliers in the Chicago Tmo store I was in that said it would ‘soon have the latest Android software’, which I kept along with my contract. At the time of the contract, I was undeniably promised a software update. Also, as the months passed, I continued to check the official Tmobile forums and employees would occasionally check in to say it was coming ‘soon’.
    - She said “Let me go talk to a manager and see what I can do.” A few minutes later she offered a $50 upgrade to a MT4G with a contract update.
    - I said, “Well, that’s great, except you’re offering me an upgrade to a new phone with a new OS and extending my contract. All I want is the promised upgrade in OS without extending my contract any longer.”
    - She again had to leave to talk to a manager, then came back and offered the same $50 upgrade to MT4G without extending the contract.

    You just need to learn how to play hard ball with these guys. :) (For the record, I know that their job answering phones must suck and I feel bad for them. But I also know that it is their job to work for Tmo and keep you from getting what you were promised to save the company money. If you won’t stand up for yourself to get what you were promised, no one will.)
    /rant

    • Reanimator

      Just pointing out the reps are not “trained to listen for any tiny curse” as an excuse to hang up. They are trained to listen for abusive language, curses or not.

      • TalOrtRal

        Well, fair enough. All I was saying was that when I called last week about a similar issue, the conversation was very light-hearted and not getting at all heated. The rep responded that there was nothing she could do and told me the reasons why her hands were tied (which I can totally understand). When she said that, I said “Oh, ok, damn..”. It was kind of a slip, but not at all “abusive language”, more just a response to what she had said.

        As soon as the word left my mouth she said “Sir, I’m not allowed to continue talking to you if you swear.” and hunge up. So yes, they basically are trained to use cursing as an excuse to get a troublesome customer off the phone. The rep knew very well I wasn’t being abusive.

        P.S. I was a rep at a small, local telephone company years ago, so I know it sucks. But I certainly would have never hung up on someone for saying “damn” because I know the customer also puts up with alot when trying to deal with customer service. It can be really frustrating.

  • Menchi

    They offered a free moto bluetooth headset, they transferred me to motorola, gave them my info and phone serial number. I forgot what headset it was.

  • Elementalmw

    Made my 3rd call today. I started just by asking how much it would cost to drop my contract. When asked why, I emphasized how long I’d been with Tmo (7+ years) and the fact that 2.1 was what made me choose an android and I got offered a MT4G for $99.99 w/an extension.

    I took the offer since it’s probably the best I could get. (I’m not good at being pushy)

    I honestly sympathize with Tmo getting thrown under the bus by Motorola. I think given the circumstances the phone upgrade offers they’ve been making are pretty fair. The headset, not so much. But, hey, whatever makes you happy.

  • TmoManager

    Just checked the official saves page… Bad news… its a free bluetooth from moterola… And Tmo doesn’t even handle it. We give you a number to call motorola…

  • TmoManager

    Just checked the official saves page… Bad news… its a free bluetooth from moterola… And Tmo doesn’t even handle it. We give you a number to call motorola…

  • Taylork

    Ok, here’s what I did a few months ago because I could easily see that the Cliq XT was becoming a s**tshow.

    1) Called T-mobile and mentioned that my current XT had issues. (I had to have about ten replacements for various reasons.) The rep noticed this in my account.
    2) I said that all I wanted was a smart phone that worked. She empathized with me.
    3) I asked about the myTouch 4G. She gave me some minor background on the device. (I already knew everything that she was saying, but I find that if I let people talk and feel like they are helping they are inclined to actual help.)
    4) I asked, politely, if she could get me what I wanted for the price I wanted. She said no, I asked if she could transfer me to someone that might.
    5) Because I was calm and polite to her she said yes of course. I thanked her for her time, and told her that she did an amazing job. By all accounts on customer service she did!
    6) When the new rep picked up I was all business, while still maintaining my polite demeanor.
    7) I told him that I wanted the myTouch 4G for 150 dollars tax included. (This was an absurdly low price for the device at the time.)
    8) To my surprise, he did not try to haggle with me! In addition, he did not say that I would need to extend my contract. i.e. I didn’t need to worry about being eligible for an upgrade. (I would find out later that I would be responsible for the tax on the device. Not a problem, considering that I was only taxed on $150 and not what the phone normally sells for.)
    9) When I got the phone I noticed that it was a unit with an inferior display. (Not that it was bad, but I figured why not have a better display.)
    10) Because I was still within the 30 day California buyers remorse period. T-mobile did not ask for the old device back! (I realize that this is not the norm, and I was just lucky.)
    11) I was honest and called to see if I should send it back. The rep I talked to said that I would be responsible for shipping, and that it wouldn’t even be noticed if I did send it back.
    12) I sold the device for $250 to a friend making sure that he was well aware of the display issue. (He didn’t care and currently loves the phone.)

    I realize that this is quite possibly the best case scenario, but it still proves that a lot is possible with T-mobile that simply isn’t with most other companies.

    I really hope this helps! I once shared your frustration with the XT, but now I couldn’t be happier with the MT4G. It truly is an amazing phone, and the only possible reason that I would ever consider an upgrade would be in a few years when it just simply has outdated hardware.

    Good luck to all of you!

  • Denny_junk_mail

    Just called T-Mobile and no luck. The lady on the phone said it Moto’s decision not to push the update and there is nothing they can do about it and T-Mobile is not responsible. I guess I will try again with another rep.

  • anonpenguin

    It will do little good to say it, but please fellow employees. PLEASE think twice about posting screen shots from streamline. And those who do.. I hope you accidentally leave something in the screen shot or the meta data and we fire your sorry a** . You may be living in your mommas basement eating Cheetos, but some of us need our bonuses and benefits to at least stay where they are at.

    • http://twitter.com/tpettyrox Jonathan Stein

      Imagine if this hasn’t been leaked. I bet that those owners who actually were following the update’s (lack of) progress would have called in and been taken care of, and those who were none the wiser wouldn’t be on this comment thread wondering why Tmo wasn’t giving them an upgrade on the spot. When this kind of information is leaked, it’s hard for the company to please everyone. So, to the person who leaked this screen, you really weren’t helping anyone.

  • anonpenguin

    It will do little good to say it, but please fellow employees. PLEASE think twice about posting screen shots from streamline. And those who do.. I hope you accidentally leave something in the screen shot or the meta data and we fire your sorry a** . You may be living in your mommas basement eating Cheetos, but some of us need our bonuses and benefits to at least stay where they are at.

  • Joeyklatzko

    I recently called to cancel one of my lines and was offered a free Vibrant or a MT4G for $50 plus contract extension. Sucks for you guys, I didn’t even mention the Cliq.

  • Psyberhenry

    Just got off the phone with T-Mobile – they refused to upgrade our TWO Motorola Cliqs early. Instead, the service rep pointed us towards Motorola’s support website, where he says they have the 2.1 upgrade ready to install on our phone – just follow the instructions given. He said that Motorola decided to release it without going through T-Mobile’s network – but if we have problems with the installation, call T-Mobile’s tech support and they will be able to help us get it working.

    Not the answer I was looking for – but I suppose it’s better than nothing?

  • Rotatorsrus

    Just got off phone with Customer Loyalty. On Even More Plus plan, they offered $50 off MSRP on either MT4G or G2 (the ones I asked about). Was hoping it was a little more, but it’s absolutely better than a BT headset.
    HTH.

  • bliss

    Just called and started by asking how much it would be to cancel my service with them. The rep told me how much it’d be to cancel the 2 lines on my plan and was more than nice about it and asked why I was thinking of canceling. I told him that as he could see, we’d only had the phones for 9 months and we were having problems with them not functioning correctly, plus we just found out that we were not getting the android update. He seriously took the time to go and read through all the paperwork he had because he “just saw something regarding the Cliq XTs come through on [his] desk”. After what he found wasn’t what he thought, he offered us the full upgrade to whatever phone we wanted – MT4G for $99+tax (though we’d have to pay $199 per phone up front and they would each come with a $100 rebate). He said he would note this on my account so I could think it over and talk to my spouse so we can have a chance to decide what to do and it would be noted on my account for when I call back. I was sure to tell him it wasn’t because of T-mobile, it was because of the phones and us being so early into our contract with them, we could not afford to pay full price for new phones as the reason that we would consider canceling.

    • bliss

      I just got off the phone with Tmo Customer Loyalty – they were good on their promise of offering us the MT4G for $99 – I asked about the rebate the previous Rep had said would come with the phones and she told me if they were to do it that way, we would not qualify because we’ve only been with them for 9 months and are technically not eligible for an upgrade. She said to make good on that, she would put the rebate through manually so we would still get the phones for $99.99+tax a piece which we could have spread out over 4 payments added to our bill. She also discounted the internet from $30 to $20 and waived the expedited shipping. We did have to extend our contract another 2 years, but that’s no biggie to me. As I said last night, it isn’t the service that was making us unhappy.

  • ITGUY

    Just got of the phone with t-mobile and they directed me to motorola 1-800-734-5870. Call that number and tell them you have a cliq xt and you would like the free bluetooth headset because of the 2.1 update and you will get a free H17txt bluetooth headset.

    • Lifeinpainseyes

      I called about that and they said they are not offering H17txt bluetooth headsets for motorola Cliq Xt owners.

  • Gunnar

    T-mobile didn’t do jack for me. As a customer for several years and a monthly bill of $300 im mad. Last April I was sold the XT by a rep who made it sound like it was better than the EVO, promising that it would surely be updated in a matter of weeks, way before any htc phone would. I checked here almost everyday for almost a year for an update and now that there isn’t one and I read about people who got early upgrades to MT4G’s for $99 and I feel Tmobile left me in the dark after i called customer loyalty and went into a store.

    • Marasdac

      i told my customer service rep i wanted to speak to a CUSTOMER LOYALTY rep. soon i was. after being told basically what you were told. i then asked to speak with her supervisor. she told me they were busy and that i would receive a phone call with 72 hours….
      i waited 48 and called back, KINDLY DEMANDING TO SPEAK WITH SUPERVISOR… telling em how i know its not her fault, but that i was extremely ticked. HINT DONT USE CURSE WORDS. i then shared basically what you shared and said THE BALL WAS IN THIER COURT AND what do i need to do to CANCEL because i was PROMISED an update.
      and i have to of em.
      aftert sharing i was ready to proceed with cancelling, i gained his sympathy and was offered MOTOROLA CLIQ 2… i kindly denied since i wanted to stay away from motorola…
      then he offered me MYTOUCH4G for $119 each. he waived me waiting for $100 rebate.
      so within two days i should have 2 new mytouch4g phones.

      • ITGUY

        Now is that with or without extending your contract

        • NeedANewPhone!

          I was offered a MT4G for $99 w/ $100 mail-in rebate which would be $199 @ 1st. w/ extending my contact for 2 years. Havent made up my mind if im going to do it yet or not…. Im waiting to see what the HTC Pyramid looks like & how good its going to be.

        • NeedANewPhone!

          I was offered a MT4G for $99 w/ $100 mail-in rebate which would be $199 @ 1st. w/ extending my contact for 2 years. Havent made up my mind if im going to do it yet or not…. Im waiting to see what the HTC Pyramid looks like & how good its going to be.

        • Marasdac

          i asked about not extending my contract. however he claimed he had no control over that. still, i was happy since it would have been june 2012 before we could upgrade on these two lines

  • Krodrig67

    After a couple of long conversations with T-mo the offer I got was a mytouch 4G for the standard upgrade price of $99.99. Not the free phone I was looking for but I’ll take what I can get to get me out of the piece of junk moto.

  • http://pulse.yahoo.com/_GRKBO2GJKSANUO7IJM3VCE3NBE Chi BunC

    I called ‘retension’ and complained to them about this and they offered me the LG Optimus T for $215, Mytouch 4g for $425 and Tmobile g2 for $475. They basically gave me the finger. The only thing is that I don’t have a data plan and I got my cliq xt for free (I pay for upgrade fee and shipping) when I extended my phone with a 2 year contract last May. How did you guys reach their support line?

    • http://twitter.com/tpettyrox Jonathan Stein

      You’re out of luck because your plan isn’t contracted and therefore not
      discount eligible.

  • Stebenj13

    I contacted T-Mobile and they said there is nothing for Cliq XT owners. They referred me to motorola for the bluetooth headset. sigh……

  • kassad

    I had a great experience when I called in to deal with the issue. You do want to keep in mind that a normal rep only has limited options that they can offer you so you’ll want to explain the situation, let them know that you are unhappy and have them transfer you to someone that has the ability to address the situation (you may have to wait a bit to speak to the new rep).
    Let them know what you are expecting and they will do their best to work with you. I was really happy with the rep that I spoke to and they even transferred me over to Motorola so I could see about the headset promo as well.

  • kassad

    I had a great experience when I called in to deal with the issue. You do want to keep in mind that a normal rep only has limited options that they can offer you so you’ll want to explain the situation, let them know that you are unhappy and have them transfer you to someone that has the ability to address the situation (you may have to wait a bit to speak to the new rep).
    Let them know what you are expecting and they will do their best to work with you. I was really happy with the rep that I spoke to and they even transferred me over to Motorola so I could see about the headset promo as well.

  • Trickler

    Wow, I just got off the phone with T-Mobile and it turns out that this “Kicker Offer” was just a publicity stunt to make it seem like they’re fixing the problem… In reality, they did NOTHING to remedy the situation and even had the audacity to tell me to just buy a different phone. As a company that prides itself on customer service, they certainly just hit the lowest of the low.

    • SAJ

      The best they could do for me was to offer me the LG Optimus T for $89.99. That was ridiculous to me. The T-Mobile sales rep advised me that the Cliq XT WOULD be upgraded, not that it could be upgraded, at the time of the sales pitch for a cell phone contract with T-Mobile. Therefore, I find it appauling that I even have to pay for a new phone, but they wouldn’t even offer me the one that I wanted, the MyTouch 4G, at $99.99 in order to possibly keep a lifelong customer. They would rather not take a $100 hit per phone, for three phones, than to have me shell out at least $200 per month for at least another three years and possibly longer if I stayed with them due to my satisfaction. What weird type of thinking is that?

  • Lee

    I phoned T-mobile Customer service yesterday August 2nd, 2011.  Told them I am not to happy about situation with my Motorola Cliq XT.  The Reps with whom I spoke with told me there is nothing T-mobile can do about it and suggested that I purchase another phone like the Samsung Galaxy.  What the heck?  I have 7 T-mobile phones and this is how they treat customers.  Ever since T-mobile was told AT&T will become the new owner of T-mobile USA  Customer service has become terrible and T-mobile doesn’t seem to care about their customers.

  • Dasanipr

    This article is BS T Mobile not only push me to buy this phone (after saying that the other models that I was interested in were out of stock) but later drop me like a hot potato saying that the only way that the problem could be solved was by BUYING A NEW PHONE AT REGULAR PRICE…. not even a f!@#ing discount….
     
    That is why I’m not with T Mobile any more (was a client for 5 years) and now I’m with Spint were I’m the PROUD and HAPPY owner of TOSHIVA THRIVE tablet and a NEXUS G phone….

    Talk about bad PR… Second Time I got burn by Motorola and first and hopefully last time with T Mobile