SyncUp Tracker firmware

Over the previous month or two, I have received multiple notifications via the SyncUp app regarding device firmware update failures. Numerous phone calls to T-Mobile technical support failed to resolve the issue. The majority of the T-Mobile technical support representatives I have spoken with are woefully ignorant about their own SyncUp Tracker device. Some T-Mobile phone support employees claim to be SyncUp Tracker technical support experts, but soon into the conversation it becomes obvious they are hardly familiar with the most rudimentary functions of the product.

A T-Mobile technical support employee I spoke with instructed to contact the manufacturer of the SyncUp Tracker, TCL. The T-Mobile representative provided me with the manufacturer's phone number. I spoke with a representative from TCL and received a case number. The TCL employee told me that the only way a consumer could receive technical support from TCL was through a three-way phone call between a T-Mobile representative, a TCL agent and the consumer. I found a T-Mobile supervisor who was willing to initial the three-way phone call. The information provided by a TCL customer service agent was unequivocally worthless. The TCL representative provided no technical assistance whatsoever. The TCL agent could not even provide the initial preparatory steps required to update the SyncUp Tracker's firmware.

The next day, I called TCL again and requested to speak with a TCL supervisor about the issue. I was hoping to initiate contact with TCL's engineering department. The TCL phone representative said it would take 1 to 3 business days to receive a callback from a supervisor. The employee confirmed that TCL was the manufacturer for the SyncUp Tracker but insisted TCL could not provide any technical support for its product.

To be continued.