Click here to close now.

Welcome!

iPhone Authors: Bart Copeland, Pat Romanski, Brett Hofer, Liz McMillan, Dana Gardner

Blog Feed Post

The iPhone 5 and Sprint Story

Part 1. From the old HTC to the new iPhone5

My son had a birthday this month and I decided to buy an iPhone 5 as a present. He’s been a Spring customer for the last 10 years and was happy with the service. So I went to the closest Sprint store and asked if I can upgrade my son’s phone as a birthday present. The Sprint guy asked me if I know the pin code on the account. I said that I didn’t and wouldn’t be asking my son about it cause it would ruined the surprise. Sorry, nothing can be done about it.

Following my rule that every rejection brings me closer to the goal I decided to call to Sprint’s customer service with he same request. The lady asked me about the pin, and when I said that I didn’t know it she decided to help, “Let’s see if you know the answer to his secret question. What’s his favorite hobby?” This was a no brainier, and I said “Music”. Great, the account security was easily broken and asked if my Son would be eligible for an upgrade. Yes, his current Android phone is 2.5 years old so this can be done. But the service representative mentioned that to get an iPhone5 for $199 I’d need to commit to a 2-year contract with Sprint with early cancellation fees of $350. This is a little to high of a penalty, but my son was already a Sprint customer and had no intentions to leave them anyway. Oh yeah, one more thing. Currently he pays $70 for his phone/data plan, but after switching to a smartphone (as if Android was not) it’ll cost him an extra $10 a month. OK, no problem.

The new iPhone5 arrived at my son’s place one day before his birthday and my wife and I received a happy thank you email from him. Late at night, while exiting the Subway in Brooklyn he was mugged by two Mexicans carrying knives. They grabbed my son’s backpack where his was keeping his new iPhone. This sucks. Big time. But the good news is that my son was not hurt physically other than a small scratch on his face.

Part 2. From the new iPhone5 to an old HTC

Calling to the Sprint customer service didn’t help and it’s hard to blame them for not being to do anything to their loyal customer of 10 years. So what’s the next step? Time to get back to an old Android for another two years waiting until the contract expires and buying iPhone 7. And this became the hardest part to do. While switching to iPhone5 took 5 minutes online, to go back to an old phone required the visit to the Sprint store (it was done in Manhattan). After 50 minutes of the manipulations made by a technician the old phone gained back its ability to make calls, but 3G was not comping up, and all the data (including photographs) where gone from the SD memory card. The technician said let my son go home promising that the phone’s data access will be recovered in a couple of hours. It never happened.
My son tried to call the Sprint customer’s service to remove the extra $10 of monthly fees added while upgrading to iPhone didn’t help.

Last week my son can home for a Thanksgiving weekend, and I suggested that we’d go together to the closest Sprint store to resolve two problems at hand:
1. Fixing the 3G data access
2. Reducing the monthly fees bat to $70 a month.

This line in the closest Sprint store was not that long, and after 15 minute wait representative rebooted the Android phone, but then said that there nothing she could do, and that they din’t have sevice technicians any longer, and we need to go to another store 5 miles away. Fine. But to resolve the billing issues, we’d need to go to yet another head-office store 11 miles from us. She suggested that it’s better go there in person that trying to resolve this issue over the phone.

Twenty minute later we’ve enter the head store. After waiting in line for another 20 minutes we were greeted ny a polite guy. Who rebooted the phone, raised his browses that 3G is not there, and explained that there is no way to reduce the monthly pay to $70 a month because all smartphone plans start at $80. The fact that my son “grandfatherd the $70″ plan is irrelevant and there is no way to get back. Are you still with me?

Before: an old Android with unlimited data and no contract at $70 a month.
Now: an old Android with 2-year contract (for a stolen iPhone) and $80 a month.

Quite an achievement, isn’t it?

Then we drove to a third store where the technician was supposed to fix the 3G. After 45 minutes in line, the customer service representative rebooted the phone. Strange, the 3G is not there. Checked the account tho make sure that there was no any lock on the data access there. Finally he said, that their technician was gone for today and we’d need to leave the phone for tomorrow. After spending 2.5 hours visiting three stores and getting nowhere, we said, “Enough is enough”. So where were we?

Before: an old Android with unlimited data and no contract at $70 a month
Now: an old Android that can only make phone calls with 2-year contract (for a stolen iPhone) and $80 a month.

The Happy End

The morning after, my son has visited the closest Verizon store where they canceled his Sprint service and gave him a new Iphone5 (shown on the left here).

Just now I called Sprint asking to lower the termination fees given the circumstances did not help.
“Could you do anything for a guy who was your loyal customer for 10 years?”
“No Sir. But he was using our services for 10 years, wasn’t he?”

He was, but not any longer. What did Sprint do wrong? Not much. All of their customer service representatives were nice and polite. But they were incompetent. The problems were not resolved.

The lesson learned: if you believe that your new phone may get stolen or lost, buy an insurance that covers such situations. Go into all nitty-gritty details of the insurance policy and study what steps should you take to prove that your phone gets stolen.

No biggies. Life goes on, but without Sprint. No worry, be happy!


Read the original blog entry...

More Stories By Yakov Fain

Yakov Fain is a co-founder of two software companies: Farata Systems and SuranceBay. He authored several technical books and lots of articles on software development. Yakov is Java Champion (https://java-champions.java.net). He leads leads Princeton Java Users Group. Two of Yakov's books will go in print this year: "Enterprise Web Development" (O'Reilly) and "Java For Kids" (No Starch Press).

@ThingsExpo Stories
Docker is an excellent platform for organizations interested in running microservices. It offers portability and consistency between development and production environments, quick provisioning times, and a simple way to isolate services. In his session at DevOps Summit at 16th Cloud Expo, Shannon Williams, co-founder of Rancher Labs, will walk through these and other benefits of using Docker to run microservices, and provide an overview of RancherOS, a minimalist distribution of Linux designed expressly to run Docker. He will also discuss Rancher, an orchestration and service discovery platf...
SYS-CON Events announced today that Dyn, the worldwide leader in Internet Performance, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimize online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch of Docker's initial release in March of 2013, interest was revved up several notches. Then late last...
CommVault has announced that top industry technology visionaries have joined its leadership team. The addition of leaders from companies such as Oracle, SAP, Microsoft, Cisco, PwC and EMC signals the continuation of CommVault Next, the company's business transformation for sales, go-to-market strategies, pricing and packaging and technology innovation. The company also announced that it had realigned its structure to create business units to more directly match how customers evaluate, deploy, operate, and purchase technology.
In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect at GE, and Ibrahim Gokcen, who leads GE's advanced IoT analytics, focused on the Internet of Things / Industrial Internet and how to make it operational for business end-users. Learn about the challenges posed by machine and sensor data and how to marry it with enterprise data. They also discussed the tips and tricks to provide the Industrial Internet as an end-user consumable service using Big Data Analytics and Industrial Cloud.
Performance is the intersection of power, agility, control, and choice. If you value performance, and more specifically consistent performance, you need to look beyond simple virtualized compute. Many factors need to be considered to create a truly performant environment. In his General Session at 15th Cloud Expo, Harold Hannon, Sr. Software Architect at SoftLayer, discussed how to take advantage of a multitude of compute options and platform features to make cloud the cornerstone of your online presence.
The explosion of connected devices / sensors is creating an ever-expanding set of new and valuable data. In parallel the emerging capability of Big Data technologies to store, access, analyze, and react to this data is producing changes in business models under the umbrella of the Internet of Things (IoT). In particular within the Insurance industry, IoT appears positioned to enable deep changes by altering relationships between insurers, distributors, and the insured. In his session at @ThingsExpo, Michael Sick, a Senior Manager and Big Data Architect within Ernst and Young's Financial Servi...
Even as cloud and managed services grow increasingly central to business strategy and performance, challenges remain. The biggest sticking point for companies seeking to capitalize on the cloud is data security. Keeping data safe is an issue in any computing environment, and it has been a focus since the earliest days of the cloud revolution. Understandably so: a lot can go wrong when you allow valuable information to live outside the firewall. Recent revelations about government snooping, along with a steady stream of well-publicized data breaches, only add to the uncertainty
The explosion of connected devices / sensors is creating an ever-expanding set of new and valuable data. In parallel the emerging capability of Big Data technologies to store, access, analyze, and react to this data is producing changes in business models under the umbrella of the Internet of Things (IoT). In particular within the Insurance industry, IoT appears positioned to enable deep changes by altering relationships between insurers, distributors, and the insured. In his session at @ThingsExpo, Michael Sick, a Senior Manager and Big Data Architect within Ernst and Young's Financial Servi...
The Internet of Things (IoT) is rapidly in the process of breaking from its heretofore relatively obscure enterprise applications (such as plant floor control and supply chain management) and going mainstream into the consumer space. More and more creative folks are interconnecting everyday products such as household items, mobile devices, appliances and cars, and unleashing new and imaginative scenarios. We are seeing a lot of excitement around applications in home automation, personal fitness, and in-car entertainment and this excitement will bleed into other areas. On the commercial side, m...
PubNub on Monday has announced that it is partnering with IBM to bring its sophisticated real-time data streaming and messaging capabilities to Bluemix, IBM’s cloud development platform. “Today’s app and connected devices require an always-on connection, but building a secure, scalable solution from the ground up is time consuming, resource intensive, and error-prone,” said Todd Greene, CEO of PubNub. “PubNub enables web, mobile and IoT developers building apps on IBM Bluemix to quickly add scalable realtime functionality with minimal effort and cost.”
Sensor-enabled things are becoming more commonplace, precursors to a larger and more complex framework that most consider the ultimate promise of the IoT: things connecting, interacting, sharing, storing, and over time perhaps learning and predicting based on habits, behaviors, location, preferences, purchases and more. In his session at @ThingsExpo, Tom Wesselman, Director of Communications Ecosystem Architecture at Plantronics, will examine the still nascent IoT as it is coalescing, including what it is today, what it might ultimately be, the role of wearable tech, and technology gaps stil...
Every innovation or invention was originally a daydream. You like to imagine a “what-if” scenario. And with all the attention being paid to the so-called Internet of Things (IoT) you don’t have to stretch the imagination too much to see how this may impact commercial and homeowners insurance. We’re beyond the point of accepting this as a leap of faith. The groundwork is laid. Now it’s just a matter of time. We can thank the inventors of smart thermostats for developing a practical business application that everyone can relate to. Gone are the salad days of smart home apps, the early chalkb...
In the consumer IoT, everything is new, and the IT world of bits and bytes holds sway. But industrial and commercial realms encompass operational technology (OT) that has been around for 25 or 50 years. This grittier, pre-IP, more hands-on world has much to gain from Industrial IoT (IIoT) applications and principles. But adding sensors and wireless connectivity won’t work in environments that demand unwavering reliability and performance. In his session at @ThingsExpo, Ron Sege, CEO of Echelon, will discuss how as enterprise IT embraces other IoT-related technology trends, enterprises with i...
When it comes to the Internet of Things, hooking up will get you only so far. If you want customers to commit, you need to go beyond simply connecting products. You need to use the devices themselves to transform how you engage with every customer and how you manage the entire product lifecycle. In his session at @ThingsExpo, Sean Lorenz, Technical Product Manager for Xively at LogMeIn, will show how “product relationship management” can help you leverage your connected devices and the data they generate about customer usage and product performance to deliver extremely compelling and reliabl...
The Internet of Things (IoT) is causing data centers to become radically decentralized and atomized within a new paradigm known as “fog computing.” To support IoT applications, such as connected cars and smart grids, data centers' core functions will be decentralized out to the network's edges and endpoints (aka “fogs”). As this trend takes hold, Big Data analytics platforms will focus on high-volume log analysis (aka “logs”) and rely heavily on cognitive-computing algorithms (aka “cogs”) to make sense of it all.
With several hundred implementations of IoT-enabled solutions in the past 12 months alone, this session will focus on experience over the art of the possible. Many can only imagine the most advanced telematics platform ever deployed, supporting millions of customers, producing tens of thousands events or GBs per trip, and hundreds of TBs per month. With the ability to support a billion sensor events per second, over 30PB of warm data for analytics, and hundreds of PBs for an data analytics archive, in his session at @ThingsExpo, Jim Kaskade, Vice President and General Manager, Big Data & Ana...
One of the biggest impacts of the Internet of Things is and will continue to be on data; specifically data volume, management and usage. Companies are scrambling to adapt to this new and unpredictable data reality with legacy infrastructure that cannot handle the speed and volume of data. In his session at @ThingsExpo, Don DeLoach, CEO and president of Infobright, will discuss how companies need to rethink their data infrastructure to participate in the IoT, including: Data storage: Understanding the kinds of data: structured, unstructured, big/small? Analytics: What kinds and how responsiv...
Since 2008 and for the first time in history, more than half of humans live in urban areas, urging cities to become “smart.” Today, cities can leverage the wide availability of smartphones combined with new technologies such as Beacons or NFC to connect their urban furniture and environment to create citizen-first services that improve transportation, way-finding and information delivery. In her session at @ThingsExpo, Laetitia Gazel-Anthoine, CEO of Connecthings, will focus on successful use cases.
The Workspace-as-a-Service (WaaS) market will grow to $6.4B by 2018. In his session at 16th Cloud Expo, Seth Bostock, CEO of IndependenceIT, will begin by walking the audience through the evolution of Workspace as-a-Service, where it is now vs. where it going. To look beyond the desktop we must understand exactly what WaaS is, who the users are, and where it is going in the future. IT departments, ISVs and service providers must look to workflow and automation capabilities to adapt to growing demand and the rapidly changing workspace model.