I CALLED TECHNICAL SUPPOR TODAY, I WAS TALKING WITH AN EJECUTIVE AND HE TOLD ME ABOUT THE PROCESS HE HAS TO DO TO TRY TO FIX. I EXPLAINED HIM THAT NOTHING OF THOSE STEPS WORKED BEFERO AND I THINKED THAT WILL NOT WORK BUT HE INSISTED ME IN DO ALL THE "TROUBLESHOOTING GUIDE" HE HAS. WE DID IT AND OBVIOUSLY IT DINT WORK SO HE PASS ME WITH A MANAGER. I TALKED WITH HIM AND HE WAS VERY MAD SAYING THAT THE TROUBLE IS NOT WITH APPLE, THATA IS A ISSUE OF MY LOCAL CARRIER, THAT THEY DON'T HAVE ANY CONCERN ABOUT SMS AND THAT EVERYTHING IS WORKING IN THE APPLE SIDE.
HE ASKED ME ABOUT THE iMESSAGE AND I TOLD HIM THAT IT IS WORKING AND ALSO THE FACETIME SO HE GET MORE MAD AND TOLD ME THAT MY PROBLEM IS THE CARRIER. I ASKED HIM TO TRY TO HEAR ME. SO HE CHANGED AND SAID ME, OK, LETS TALK.
I EXPLAINED THAT THIS IS A WORLD WIDE PROBLEM WITH SPRINT IPHONES 5. THAT HE MAY CHECK THE APPLE FORUMS. HE TOLD ME THATA EVERYTHING THERE IS NOT ACCURATE. SO I TOLD HIM, "OK, FORGET EVERYTHING, I HAVE 2 SPRINT iPHONES 5 WITH ME AND I HAVE AN iPHONE 4S WITH ME RIGHT NOW, I'M SENDING SMS TO THE SAME NUMBER AND THE 3 PHONES ARE IN THE SAME NETWORK AND CARRIER, I TOLD HIM THAT iPHONE 4 IS WORKING PERFECTLY BUT iPHONES 5 WERE NOT AND THAT I CAN TAKE VIDEO AND SHOW IT TO HIM.
HE CHANGED HIS ATTITUDE AND TOLD ME THAT HE WILL ESCALATE MY PROBLEM TO THE ENGINEERING GROUP, AND EXPLAIN ME THAT THEY WERE WHO REALLY INVENTED THE iPHONE 5 BUT THAT I WILL GET THE SAME ANSWER FROM THEY: THE PROBLEM IS THE LOCAL CARRIER.
I ASK HIM TO DO THAT, THAT IT DOESN'T MATTER THAT I WILL GET THE SAME ANSWER BUT I WANTED THAT ENGINEERING GROUP WOULD KNOW ABOUT THIS.
HE ASK ME TO WAIT... SEVERAL MINUTES AGO HE TOLD ME THAT I WILL GET A ESCALATION OF THE PROBLEM AND IT WILL BE MARKED AS PRIORITY SO I WILL GET AN ANSWER IN LESS THAN 24 HOURS. HE ASK ME FOR MY SERIAL NUMBER AND HE GETS ALL THE DATA FROM THE REGISTER AT iTUNES. HE CONFIRMED MY APPLE ID AND MY PHONE CONTACT.
AFTER THIS HE GAVE ME A SPECIAL REPORT CONFIRMATION NUMBER AND TOLD ME HE WILL BE IN TOUCH IN LESS THAN 24 HOURS WITH A FIX FOR MY PROBLEM IN THE 2 iPHONES 5, AND HE TOLD ME THAT IF I DONT GET HIS CALL BY NOON TOMORROW, I CAN CALL HIM AND GAVE ME HIS PHONE NUMBER AND EXTENSION AND COMPLETE NAME. HE WISHED ME "HAPPY HALLOWEEN" AFTER ALL AND WAS VERY GLAD WITH ME, HIS ATTITUDE WAS COMPLETELY DIFFERENT BECAUSE HE WAS VERY RUDE AND MAD WHEN I STARTED EXPLAINING THE PROBLEM AND AT THE END AND AFTER HE CALLED SOMEONE INSIDE APPLE (I WAITED ABOUT 20 MINS ON HOLD) BEFORE GAVE ME THE SPECIAL INCIDENT NUMBER, HE CHANGED HIS ATTITUDE AND WAS VERY GLAD WITH ME...
SO, THE LEARNING HERE IS THAT SOME OF THE CALL CENTER EXECUTIVES ARE TRAINED TO DO ESPECIFIC TROUBLESHOOTING. IT IS MANDATORY TO SPEND 30 MINUTES TRYING EVERYTHING THEY HAS TO DO BEFORE THEY WILL SAY, LETS ESCALATE THIS WITH MY MANAGER.
THE MANAGER IS ALSO A EXECUTIVE, NOT AN ENGINEER, BUT IT SEEMS HE IS A LITTLE BE MORE TECHNICAL BUT LESS KIND WITH PEOPLE. BUT AFTER GAVE HIM SOME ELEMENTS, THEY WILL TAKE THE DECISION TO ESCALATE TO THE REAL ENGINEERING GROUP THAT I THINK ARE THE ONES WHO ARE INVOLVED WITH THIS PROBLEM.
WELL, THE 24 HOUR DEADLINE IS TOMORROW AT 4:00 PM ET, SO I HOPE BY 1 PM I WILL HAVE AN ANSWER OR CALL HIM TO KNOW THE "SOLUTION".
IF THIS WORKS FOR ME I PROMESS I WILL POST THE NAME AND PHONE NUMBER OF THIS PERSON SO YOU CAN CALL HIM AND TRY TO FIX YOUR PROBLEM.
BY THE WAY, THEY TOLD ME THAT APPLE SERVERS ONLY AFFECTS iMESSAGE AND FACETIME BUT NO SMS SO IT WILL BE SOME SPRINT RESTRICTION OVER THE INTERNATIONAL NETWORKS AS THEY THINK THE IMEI IS NOT COMPLETELY UNLOCK AND SPRINT ONLY ALLOWS YOU TO HAVE A "UNLOCK" FOR INTERNATIONAL SIMS BUT NOT FOR USA SIMS, SO THEY THINKED THAT WE HAVE TO COMPLETELY FREE THE IMEI AND HAVE A FULL UNLOCK FROM SPRINT. IT SOUNDS REAL AND WHTA I THINK THEY PROVIDE TO THE PEOPLE WHO ALREADY CALLED THEM AND SOLVED THE PROBLEM IS A FULL IMEI UNLOCK FROM THE FACTORY SIDE AND THAT THERE IS NO PROGRAMMING OR SPECIAL SMS TO RECEIVE, OR MAGICAL CODES...
I CALLED A LOCAL CARRIER ENGINEER AND HE TOLD ME THAT THATS TRUE, AS A CARRIER THEY HAVE THE OPTION TO "UNLOCK" CERTAIN FUNCTIONS OF THE iPHONE BUT STILL HAVE CONTROL OVER THE IMEI AND THAT THE ONLY WAY TO HAVE ALL "REGULAR" FUNCTIONS IS HAVING A FULL UNLOCK FROM THE CARRIER. SO WHAT I THINK WE GET FROM THE LAST LINE OF SUPPORT IS A REAL FACTORY UNLOCK THAT FREE THE iPHONE FROM SPRINT COMPLETELY.
THE OTHER WAY IS THE JAILBREAK... BUT