Related
Lets start from the beginning.
Earlier in the day, I received an e-mail from AT&T, and I checked it after I reached home. Here is the e-mail:
Cellular Telephone number: 340[edited]
Returns Authorization Number: RMA[edited]
AT&T - Order Status Update
Dear [edited],
On behalf of all AT&T employees, thank you for being a part of the largest
digital network in America. Your replacement order has been received. We
will inform you via email when your replacement order has been shipped.
We look forward to servicing your wireless needs for a long time to come.
Sincerely,
AT&T
NOTE: This is an automated email. Please do not reply to this email.
Replies will not be read.
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I didn't ask for an RMA, let alone even file for insurance. I quickly called up AT&T Business Care and the lady told me that I filed insurance claims for 3 phones on 3 out of the 4 lines on my account, but the RMA number was 'too fresh' to bring back any details. All she told me was that the claim was filed d January 26th, and it might take a few days to process and get the phones.
Still confused, I called up my sleeping dad (only other authorized user) to ask him if he did anything with insurance today. He quickly explained no, and that I was interrupting his sleep...
I logged into OLAM and started chatting with Tech Support, and the rep gave me all the details, saying that I claimed for a Fuze, A737, and A517 today through insurance. 'I' also requested overnight delivery, and he gave me the tracking number to go along with it. I would have the package delivered to an address in MARYLAND!! I live all the way in the Virgin Islands, and I never even been or even know anyone in Maryland. Freaky.
After a good 15 minutes trying to explain that I didn't authorize anything, he basically told me to call Asurion and the Fraud Dept. to solve all my troubles. Of course, Asurion and the fraud dept. are now closed, so I have to wait until morning...
Long story short, someone got a replacement Fuze for free. I hope they treat it well...
*EDIT*
I do have the person's physical address, as they are shipping it there...I already contacted several local and MD police departments, but they said to wait until Asurion gets a hold of FedEx and have it re-routed back. The offender would need my social, phone #, and first and last name get through...
Wouldn't they have to know your Social Security information to access all of that? Either they had this planned out relaly well or some huge erratum.
that's really messed up! I hope things get sorted out for you. if you want you can also file an identity theft report w/ FTC https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en
Update
I got through Asurion and the Fraud Dept. and they stopped and is returning the phones to AT&T...
Whoever filed the claim DID have my Name, phone number and social. My dad and I have the same names (I'm a junior ) but we'll both file a report with the local police department. Ironically, my dad has been and is currently a police for 20+ years.
Asurion WOULD NOT give out the name of who filed the claim in the first place, or any details without a court order, it seems.
Yea but if you have the shipping address and you use Google I'm sure you can find some juicy details on the person trying to ruin your life. (If the guy is a complete moron and used his actual address)
if you send me $100 through paypal i will leave a horse head in there bed for you
^^^LMAO!!!
@ bigb252 - Nice catch, good to see this creep is gonna get what he deserves.
I would like to bring to your attention to what I understand may be a scam.
I have received about 4 phone calls over the last month or two from an Indian sounding voice, claiming to be from “Vodafone Business”
They first of all introduce themselves, and also seem to know my name. No security checks are asked. Alarm bells were ringing pretty much instantly, however I asked them to confirm my address, to which they were able!
They asked if I have upgraded my handset in the last 12 months. Strange question I thought! This is something I would expect Vodafone to know. I basically said that to the caller. They ignored what I said, and carried on asking “so do you have a Nokia, Samsung, Sony Ericson Handset” at which point I just hung up!
My partner also receives these calls, as does one of my colleagues at work. All three of us have small businesses, and I am convinced that they are trolling Google for basic personal info. As when you type the name of my photography business into Google, it actually displays my name, address, and mobile phone number. I think this is how they were able to confirm my address.
Anyway, just thought you should be aware of this, as who knows what personal information they could have tried to ask me for had I not been on the ball.
Looking forward to your thoughts and responses. I have sent Vodafone an email.
I believe all retailers are able to check when contracts are due for renewal.
All they do is scan the database for when this comes up and call you hoping to get your business rather than you sticking with your current provider (ie Vodaphone directly or another retailer such as CPWH).
I used to get them all the time on Voda.
Dont belive this is the same thing, for the following 2 reasons.
1. im 6 months into my current contract with Vodafone. (been a customer for approx 7 years, so this is obvioulsy an upgrade.
2. They said they were from vodafone business, not someother company. in other words, they were pretending to be Vodafone! thats not right!
It was probably a Vodaphone reseller. We have tons of them for TMO here in the states. IF this was the case he would have access to all your info from vodaphone. He basically makes money when he resigns you, upgrades you, or sells you a smartphone.
I used to get them throughout the contract when I was with voda.
thinking about it I've had none on o2, maybe voda sell their customer database hence more chance of being called.
another reason I'm happy to be rid of them!
Jan 27, 2011
Deception and Theft by sprint and asurion
On friday the 21 of jan 2011, i decided to drop tmobile as a carrier and consolidate my two phones to one bill.
in august I got my GF the blackberry curve something or other cuz thats what she wanted on the sprint network. I had the HTC G1 on tmobile and the combined bills were insane, so i went across the street from work to wireles toys and picked up the HTC EVO 4G shift and opened a new line with sprint. Nice phone altho i can do without the bloatware. On sunday night after working some crazy hours I fell asleep leaving my door (yes i know, so friggin shot me) unlocked around 8pm according to my call log when i checked the voice mail message. I woke up about 1:30am Monday on the 25th of jan and could not find my phone. I completely tore my apartment apart looking for it. I sent mt gf a yahoo mesg asking her to call it so i could find it. about 2:30 she started calling it, with im sure you understand no results. I checked the call logs and nothing. we yahooed for a while trying to find my phone and then i checked the call logs again. about 3:30 the phones call logs updated and there were a number of calls to the area code of 928. This area code is in the Navajo reservation in northern Arizona. at this point I went online to report my phone stolen. i selected the option on the claims form to discontinue the service and got to the point were you need to submit an affidavit.
At 8am i went to the management office of my complex and asked to use there phone to call the police. While in the management office the manager of the complex said that she and her husband ran a native American off the property who was around my apartment.
the police arrived around 8:30am and took my statement, the officer went to the apartment of the man who lives next door (who is native American and has a habit of getting drunk and trying to walk into other apartments then his own) and returned to the office saying that the man said he didn't know anything but was sure he wasn't telling the truth.
I got ready for work and left around 9:15. I arrived at wireless toys at about 9:30 to ask them to submit my affidavit for insurance purposes.at 9:40 a call was placed to 928.734.3000 at this time, as confirmed by the manager of wireless toys i was standing in the store on 36th st and Indian school in phoenix az having my affidavit faxed to asurion when this call was placed.
My claim was denied. That because there were calls placed between 10:30 and the time i submitted the theft claim and calls placed to the same numbers after my claim was submitted, I have over a year of t-mobile call logs of no calls being placed to the 928 are code.
under no circumstance will i give sprint another dollar.
i have been givin the "***** you" from sprintt and asurion for hours. i will not pay any further bills to sprint. i am more then happy to take the credit hit from this a$$hole of a company.
here are the numbers that were called after my phone was stolen
RALPHSEVY's call log
Print Export
DATE TIME PHONE # DESTINATION MINUTES USED
01/25/11 9:40 AM 928-734-3000 KYKOTSMVLG,AZ 1
01/25/11 9:34 AM 928-734-3000 KYKOTSMVLG,AZ 7
01/25/11 9:26 AM 928-797-5270 TUBA CITY,AZ 8
01/25/11 9:23 AM 928-313-0227 HOLBROOK,AZ 1
01/25/11 7:41 AM 928-797-5270 TUBA CITY,AZ 1
01/25/11 2:59 AM 928-797-8270 TUBA CITY,AZ 4
01/24/11 10:36 PM 480-251-0390 PHOENIX,AZ 6
01/24/11 10:34 PM 928-313-0227 HOLBROOK,AZ 2
01/24/11 10:13 PM VoiceMail PHOENIX,AZ 2
i have been treated like a criminal by both sprint and asurion. it doesn't matter what the facts are, all you wil get is transfered between sprint and asurion over and over again. I will be going back to tmobile. to **** with sprint.
So unless a cop witnesses your phone being stolen and a claim is placed within 10 seconds, you will be called a lier and a thief.
Umm, did you follow up with asurion and Sprint?
Sent from my PG06100 using XDA App
THe one time I filed a claim I did it on the internet and never talked to a single person or sent a single fax.
Wasnt hard at all...
I had a phone a long time ago lifted out of my car. I had just gotten into an accident and was being taken to the hospital via fire rescue. I was an idiot and didn't secure my car before leaving the scene. My phone was in there. I had my keys with me and since I didn't have ac in that car I drove with the windows down. A few hours later, I got a taxi ride back to where my car was and discovered the phone was missing. I immediately went to a business and called my phone. An african american (I didn't call him that on the phone) answered. I told him you stole my phone. He said naw, I found it. I was irate and said a bunch of cursing and racial insults towards him. Call me a racist, I don't care. There are hard working honest people and there are trash that uphold the common stereotypes. This guy was the latter in my book.
I called sprint customer service next and told them to shut off the phone immediately because it was stolen. I asked them if they could triangulate with the towers or gps to tell me where the phone was. They said they couldn't do that, I forget why. The next day I went to the police station and filed a report for my stolen cell phone and had all the information, serial numbers and receipts to identify it and prove it was mine. It was never found. I don't remember if I had insurance or not then. I think I might not have but it was so long ago I forgot what I did. I did get another phone just like the one that was gone. I don't remember if it was new or refurb or discounted or free. It was well over ten years ago that it happened.
I do have insurance, for whatever that is worth now. I really should start locking my phone again. I've gotten lazy. After that happened, I locked all my phones after each call in case it was lost or stolen again. Then again, I've never lost my phones because I'm very careful regarding that.
Well that's my story. If any of you out there think of me differently after telling my story, I don't care. If you're a thief, you're a piece of sh-t in my book.
Sent from two tin cans and a looong string.
I filed the claim online, because the phone was 3 days old an affidfavit was required. I have spend a total of 4 hours on the phone with both sprint and asurion both have told me there is nothing that they can do. that because the phone made the same calls before and after i filed the claim that i was defrading the insurance company and that i had filed a false police report.Now im out 400+ dollars, no phone, can not activate another phone as the account is locked and on the hook for 2 years to this piece of crap company.
NuroSlam said:
I filed the claim online, because the phone was 3 days old an affidfavit was required. I have spend a total of 4 hours on the phone with both sprint and asurion both have told me there is nothing that they can do. that because the phone made the same calls before and after i filed the claim that i was defrading the insurance company and that i had filed a false police report.Now im out 400+ dollars, no phone, can not activate another phone as the account is locked and on the hook for 2 years to this piece of crap company.
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Call Sprint. Ask for the Manager. Once you get them, ask for their Manager.
Explain to them, the last call you made on the phone was the voicemail number. Isn't that information on your police report? I'd call Asurion until you get someone who isn't an ass.
Sorry you've had such a hard time, and I know you're not happy about any of the following events with Sprint/Asurion. But you have to see it from their perspective.
Tell them to prove you are committing a few crimes (false Police report, insurance fraud) and if they can't, they need to honor their agreement and provide a new phone to you. If not, you will be filing a complaint with AZ BBB, as well as the state attorney general.
If they believe you are filing a false claim, they need to investigate and prove it.
Unfortunately, for us honest folks, people do this kind of crap all the time. So the insurance company is gunshy, esp. for someone who has just signed up 3 days ago...just saying...
Hope it gets worked out. The key is to provide them with a police report saying it was stolen between 10:15pm and 10:25pm.
I've spoken to managers at both companies. wireless toys has been on the phone with both for hours as well (props to them) but as of 8pm lastnight the account is locked, no loaner phone, cant activate a new phone and i have to pay for the serivce for two years. I provided the police report #, the officers name and badge number, the claim was deniged on nothing but the calles placed between 10pm and 7am. Mangers at both places have said they dont care that it was stolen and used while i was asleep. to boot, i just checked the call logs on the phone and the number is still active, after I have asked for it to be disabled twice. this is a scam by asurion and sprint is allowing it to happen. Its a waste of money to have insurance.
NuroSlam said:
I've spoken to managers at both companies. wireless toys has been on the phone with both for hours as well (props to them) but as of 8pm lastnight the account is locked, no loaner phone, cant activate a new phone and i have to pay for the serivce for two years. I provided the police report #, the officers name and badge number, the claim was deniged on nothing but the calles placed between 10pm and 7am. Mangers at both places have said they dont care that it was stolen and used while i was asleep. to boot, i just checked the call logs on the phone and the number is still active, after I have asked for it to be disabled twice. this is a scam by asurion and sprint is allowing it to happen. Its a waste of money to have insurance.
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It just doesn't make sense any of the responses you're getting. I'd ask to talk to the manager, and if he still gives you crap, ask for his manager and just speak calmly that you're being treated like a criminal and you are the victim, and have the police report to prove it. Just cancel the plan - and pay $250 rather than $80/month for two years.
None of this sounds like Sprint.
I used to live at 21st place and Indian School. This does not surprise me at all, but I do feel for you.
riggsandroid said:
It just doesn't make sense any of the responses you're getting. I'd ask to talk to the manager, and if he still gives you crap, ask for his manager and just speak calmly that you're being treated like a criminal and you are the victim, and have the police report to prove it. Just cancel the plan - and pay $250 rather than $80/month for two years.
None of this sounds like Sprint.
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Im not giving them another dime. Im going back to tmobile sprint can kiss my ass.
herbthehammer said:
I had a phone a long time ago lifted out of my car. I had just gotten into an accident and was being taken to the hospital via fire rescue. I was an idiot and didn't secure my car before leaving the scene. My phone was in there. I had my keys with me and since I didn't have ac in that car I drove with the windows down. A few hours later, I got a taxi ride back to where my car was and discovered the phone was missing. I immediately went to a business and called my phone. An african american (I didn't call him that on the phone) answered. I told him you stole my phone. He said naw, I found it. I was irate and said a bunch of cursing and racial insults towards him. Call me a racist, I don't care. There are hard working honest people and there are trash that uphold the common stereotypes. This guy was the latter in my book.
I called sprint customer service next and told them to shut off the phone immediately because it was stolen. I asked them if they could triangulate with the towers or gps to tell me where the phone was. They said they couldn't do that, I forget why. The next day I went to the police station and filed a report for my stolen cell phone and had all the information, serial numbers and receipts to identify it and prove it was mine. It was never found. I don't remember if I had insurance or not then. I think I might not have but it was so long ago I forgot what I did. I did get another phone just like the one that was gone. I don't remember if it was new or refurb or discounted or free. It was well over ten years ago that it happened.
I do have insurance, for whatever that is worth now. I really should start locking my phone again. I've gotten lazy. After that happened, I locked all my phones after each call in case it was lost or stolen again. Then again, I've never lost my phones because I'm very careful regarding that.
Well that's my story. If any of you out there think of me differently after telling my story, I don't care. If you're a thief, you're a piece of sh-t in my book.
Sent from two tin cans and a looong string.
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Sounds like you've got some serious issues to deal with...
Sent from my PG06100 using XDA App
NuroSlam said:
My claim was denied. That because there were calls placed between 10:30 and the time i submitted the theft claim and calls placed to the same numbers after my claim was submitted, I have over a year of t-mobile call logs of no calls being placed to the 928 are code.
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I don't get this. Something is missing here. If you told them the phone was stolen at 10:30pm, why should it matter if calls were placed on it AFTER that time. So what?? You filed the claim and calls are still being made on the phone. Well duhhh isn't it still stolen?? If my car gets stolen, I DARE my insurance company to tell me my claim is denied because someone is out driving the car. That just doesn't make sense. Does it?
Either you're not telling them the same story you're telling us or you are just the unluckiest sprint customer ever. Either way, you've got a police report, call logs, and probably a witness statement if you ask nicely. Take them to court. Or at least threaten to. We all know insurance companies don't really want to pay claims if they don't have to so naturally they will try to find fault with you.
If that seems like too much work then consider this, I'm quite sure sprint won't hesitate to take you to court for not paying your bill. And a judge won't care what your reason is for not paying it. Good luck with that.
Oh yeah, herbwhoeverthehellyouare that was racist indeed. You knew it was, that's why you pointed it out. Glad we both agree...
troublefunk said:
I don't get this. Something is missing here. If you told them the phone was stolen at 10:30pm, why should it matter if calls were placed on it AFTER that time. So what?? You filed the claim and calls are still being made on the phone. Well duhhh isn't it still stolen?? If my car gets stolen, I DARE my insurance company to tell me my claim is denied because someone is out driving the car. That just doesn't make sense. Does it?
pointed it out. Glad we both agree...
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Asurion says because calls were made before and after the claim, its proof that i still have the phone. its insane.
Then they said, because I only had the number for 3 days that there was enough logs to ensure that I wasnt calling "common numbers"
I was told by supervisor JUAN employee id 2741 with asurion, that under no circumstance would they approve a claim of theft
So this whole instant protect from theft is absurd.
I am getting call logs for tmobile for the entire time I have had that service and then i am going to small claims court
UPDATE: I posted this same message on sprint.com in the customer service forum, just recieved an email saing my post was declined. another go figure
Thread moved to General as it is not really related to a specific device.
Dude, you said all this took place within 3 days of you opening a new account with Sprint?
You do realize that you have 30 days to cancel the account without having to pay a ETF, right?
Not saying that it is, but this all seems kind of like bull to me...
KingOfThe718 said:
Dude, you said all this took place within 3 days of you opening a new account with Sprint?
You do realize that you have 30 days to cancel the account without having to pay a ETF, right?
Not saying that it is, but this all seems kind of like bull to me...
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Um, wouldn't he have to return the phone that was stolen, in order to do this? Kinda hard to do when he doesn't have it anymore.
KingOfThe718 said:
Dude, you said all this took place within 3 days of you opening a new account with Sprint?
You do realize that you have 30 days to cancel the account without having to pay a ETF, right?
Not saying that it is, but this all seems kind of like bull to me...
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ladywings said:
Um, wouldn't he have to return the phone that was stolen, in order to do this? Kinda hard to do when he doesn't have it anymore.
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yes, you have to return the equipment
UPDATE: I went into wireless toys today to find out how the conf call between sprint, asurion and wireless toys went, same deal no phone unless i want to pay for a refurb blackberry or lg rumor, or purchase the same phone outright at no discount. I called sprint again and escalated to a woman who said she reported to no supervisor, while speaking to her she made the comment that asurion insures all cell phone carriers phone. brain flash, my g1 is still covered and active as of right now. she made a call to asurion and due to it being so late in the day was unable to speak to an adjuster but it may be possible that they can use my tmobile call longs to verify i have never called that area code before, thus making them uncommon numbers and approving my claim.
UPDATE:
So today I had a conf call with a senior rep from sprint and an asurion adjuster. repeated the same store, phone stolen blah blah blah. the asurion adjuster once again said "im sorry, its unfortunate that you were alseep when your phone was stolen, but our policy is that if calls are made to a number the length of a call shows that a conversation was conducted before and after a claim to the same number, the phone has not been stolen and a false claim has been filed" Im rather proud of the sprint rep she prob got more irate then i did. i then asked to speak to the ceo. I was transfered to the office of the CEO and after the say processs was told "sorry its policy" i once again asked to speak to the CEO and was told that i had to speak to the supervisor of the office of the CEO and to provide a call back number as it would take 48 to 72 hours. my response "give me a phone and i'll give you a call back number" i then gave my work number and said that i would be at that number monday at 10 am and to note in their records that I will not stop calling until this is resolved.
I think i am close to the end of the line, once i reach that end i am going to file a new claim, and not only am i going to fax the affidavit, photo copy id, the police report, but now im going to include a statement from the property management as well as a year and a half of tmobile call logs. and i am going to repeat this whole process, day after day until they hold up to their end of the insurance agreement.
Yes, i know i said screw sprint and i just wasnt going to pay them and return to tmobile, but now its a mater of principle
I used to work for Sprint, and that sounds all wrong.
Are you sure you didn't add tep after it was stolen? Thats the only case I can think of where calls made would matter.
Sent from my PG06100 using XDA App
adamr240 said:
I used to work for Sprint, and that sounds all wrong.
Are you sure you didn't add tep after it was stolen? Thats the only case I can think of where calls made would matter.
Sent from my PG06100 using XDA App
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I work for Sprint and it sounds just a lil fishy but I would be extremely pissed in his situation. 99% of the time when I help people file Asurion claims there is no need for an affadavit but I think if the phone was activated within the last few days they require it, and I know that if you add TEP you have to make at least one outgoing call on the device to prove it works, before Asurion will insure it. Its possible that that outgoing call was to a 928 number if he added it after it was stolen, if that's the case, it sucks but it is what it is....
Some of you may give me the advice of avoiding Craigslist all together, however as I am a poor college student, there's not much you could say to deter me from risking a little for a cheaper Samsung S3. On Ebay most S3s are 400-550$ while on Craigslist I see quite a few in the 300-400$ range. I understand that deals that are too good to be true are scams, but there are certainly exceptions to the rule. I need your help understanding the tricks of the trade and how to prevent scams. Here are the few that I know and how to prevent them, I ask you as the community to add onto this list:
SCAMS:
Stolen or Unpaid Phone
Agree to meet @ carrier store, ask a CSR to check IMEI and if it's clean to change the phone to your account. Assuming that your partner knows the info to his account, this will ensure that your phone will not be blocked in the future.
Chinese Clone
Download Android System Info check info compare to screenshots found here. Avoid this.
OTHER TIPS
Ask seller to Bring Driver's Licence, & record their name.
Ask seller to bring account information if this phone used to be on the same carrier.
Make a call/ receive a call
Open browser
Check wifi radio
Check GPS
Ensure the touchscreen works in all areas.
Record video to ensure mic, camera works
Ensure the phone shut down and starts up properly
Ask about the warranty*
Test all hardware buttons
Test headset and loudspeaker work
using my daily bump
bumping, any advice?
Any thief worth his or her salt is going to have a good fake ID and no problem lying.
Agreeing to meet at T-Mobile support and have them check it out, tell you the details (if phone is under EIP or attached to another account), and make a record on your account is probably your best bet.
Pennycake said:
Any thief worth his or her salt is going to have a good fake ID and no problem lying.
Agreeing to meet at T-Mobile support and have them check it out, tell you the details (if phone is under EIP or attached to another account), and make a record on your account is probably your best bet.
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Thanks a lot for the reply. If I am using the Tmobile prepaid 30$/month wallmart plan. Is there any way for them to make a note on my account is there? How do I go about this? I see two possibilities:
1) Phone in question is not paid off yet (purchased for discounted price):
If I go in there and they tell me the phone is attached to someone's account, is it still ever reasonable to go through with the trade? Is it possible to break that link somehow with 100% certainty that someone else's lack of responsibility won't come back and bite you in the arse?
2) Phone in question is paid off (purchased for full price):
no problem here, if I have them check it and it looks ok then done deal right? or can it still be reported stolen later and blacklisted despite me checking in with them?
Thanks a bunch.
Just spoke to a t-mobile CSR. Here's how the process works.
A phone can be blocked for 2 reasons and 2 reasons only:
1. A customer has not paid his monthly account bill on a discounted price phone
2. A customer reports a phone stolen within 30 DAYS.
The solution to avoiding getting scammed via either method is to ask the CSR at the store to add the phone to your account. It doesn't matter what plan you're using, as long as the phone is on your account, you are safe. Have the IMEI ready.
Well, this is my 6th G2X from T-Mobile. I kept sending it back under warranty and receiving a refurbished phone that ended up giving me the same problems (I'm assuming if it SEEMS fine they just brand it refurbished and send it back out to save $$$). Of course, it's giving me all sorts of problems again but it's no longer under the t-mobile warranty (90 days for a refurbished phone is kind of ****ing stupid). It's less than a year old so it SHOULD be covered by LG.. The only problem is the IMEI of the phone says it's older than a year (because someone else had it before me) so they won't fix it unless I provide some PHYSICAL proof of purchase that has the date received and IMEI on it.
Here's the part that is driving me insane:
I call T-mobile and they say "Sure! Here's an order ID, just give that to LG and it will work. Don't worry". Even after questioning them multiple times they sounded very confident. I called LG and nope, nothing they can do with that so I call T-Mobile again and she tells me "just give them your IMEI, when they look it up it will have all that information". Again, she reassured me even after I asked over and over if she was sure so I called LG and they told me there's no such information and even though I argued and argued they wouldn't budge. So.. I call T-Mobile AGAIN and they tell me they will send out a receipt with all the information I need and they're so so sorry. I wait a week and nothing so I call back again and they don't even have a memo of what the CS said he would do and then told me there's no way they can help me. He then told me they would give me an early upgrade which was complete bull**** because the "upgrade" they offered was already available for me online. It's not a true upgrade, more like a 20% discount off a full price phone.
I'm at my wits end. I got this phone because of the hype and all that and now I have a phone that is technically under warranty but there's not a damn thing I can do about it. I've heard stories of people e-mailing the executives and getting stuff handled that way.. Would that be an option for me?
Keep badgering tmo about this, try and talk to a higher rank person each time.
Don't let them take advantage of you.
Sent from my LG-P999 using xda app-developers app
Xura08 said:
Well, this is my 6th G2X from T-Mobile. I kept sending it back under warranty and receiving a refurbished phone that ended up giving me the same problems (I'm assuming if it SEEMS fine they just brand it refurbished and send it back out to save $$$). Of course, it's giving me all sorts of problems again but it's no longer under the t-mobile warranty (90 days for a refurbished phone is kind of ****ing stupid). It's less than a year old so it SHOULD be covered by LG.. The only problem is the IMEI of the phone says it's older than a year (because someone else had it before me) so they won't fix it unless I provide some PHYSICAL proof of purchase that has the date received and IMEI on it.
Here's the part that is driving me insane:
I call T-mobile and they say "Sure! Here's an order ID, just give that to LG and it will work. Don't worry". Even after questioning them multiple times they sounded very confident. I called LG and nope, nothing they can do with that so I call T-Mobile again and she tells me "just give them your IMEI, when they look it up it will have all that information". Again, she reassured me even after I asked over and over if she was sure so I called LG and they told me there's no such information and even though I argued and argued they wouldn't budge. So.. I call T-Mobile AGAIN and they tell me they will send out a receipt with all the information I need and they're so so sorry. I wait a week and nothing so I call back again and they don't even have a memo of what the CS said he would do and then told me there's no way they can help me. He then told me they would give me an early upgrade which was complete bull**** because the "upgrade" they offered was already available for me online. It's not a true upgrade, more like a 20% discount off a full price phone.
I'm at my wits end. I got this phone because of the hype and all that and now I have a phone that is technically under warranty but there's not a damn thing I can do about it. I've heard stories of people e-mailing the executives and getting stuff handled that way.. Would that be an option for me?
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ask for customer loyalty dept.
been with tmo 10 years, they do what i ask when i say ill cancel and they can stand in line with their hand out like all the other bill collectors cause they ain't getting **** else from me.
They always work something out with me.
Sent from my glorified LG pet rock™
justjackyl said:
ask for customer loyalty dept.
been with tmo 10 years, they do what i ask when i say ill cancel and they can stand in line with their hand out like all the other bill collectors cause they ain't getting **** else from me.
They always work something out with me.
Sent from my glorified LG pet rock™
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The people I talked to were actually part of that department. I always say "retention" when the automated voice asks what I want and it sends me there. I guess I'll just keep calling them and maybe even ask to speak to a supervisor. Do you guys have any idea what I should ask for specifically? I've heard of some people getting entirely free phones because of crazy situations but I don't want to flat out ask for one
Xura08 said:
The people I talked to were actually part of that department. I always say "retention" when the automated voice asks what I want and it sends me there. I guess I'll just keep calling them and maybe even ask to speak to a supervisor. Do you guys have any idea what I should ask for specifically? I've heard of some people getting entirely free phones because of crazy situations but I don't want to flat out ask for one
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I've dealt with T-Mobile retention more than I care to discuss, normally they'll find some way to reel me back in.
Has your relationship with T-Mobile lasted longer than 2 years? (Have you renewed a contract previously)
I ask because most (all?) cell providers in the US will not direct you to an actual Retention Rep until your account has aged beyond 1 contract term, instead you are re-directed to the escalation unit of the sales dept and they generally don't do anything useful.
Under the assumption that you have had your contract longer than 2 years, it sometimes helps to have inside information on how the retention process works in order to "sway" the rep into getting what you need. I've worked in a contact center for 2 major carriers and what's important is a rep's "Stats". For the retention dept the biggest ones are retention rate and 7 day repeat calls. Retention rate for T-Mobile is now different because of their new rate plan/phone structure and is likely irrelevant. However 7 day repeat calls are generally the basis for any rep to be judged on.
Speak to the rep in the most pleasant manner you can, and put the responsibility on them to help you find a resolution to your problem. Literally ask for their help, and ask realistic solutions to your issue. These are normally BS script replies, but it's all a game anyway. Next tell them what you want, and be firm (but still nice) about it. Let them know you have every intention of calling and speaking with as many people as required in order to resolve this concern, as you believe T-Mobile as your "service" provider should be responsible for your satisfaction. Be clear that you are not asking for the latest and greatest super phone, but it does need to function in the manner in which you were informed it would. This is a frustrating issue and you've wasted enough time trying to get some sort of result, and will continue searching for a resolution over the next couple of days if required. ** Retention Reps get a bonus based on the fact that their customer's wont be calling back and random surveys that are sent out **
While I wouldn't recommend leveraging the surveys as a negotiation point or even the fact that you know about their metrics, simply let them know your intention. Mention the fact you've already called several times already, and are becoming frustrated.
Asking for a manager in this situation often leads no where, management does not have stats (their bonus is based on their reps) and does not have their calls recorded or monitored by quality. It's much more difficult for a rep to say "no" then it will be for their manager.
If none of that works, you might just be SOL. I really hate to say it, but they aren't obligated to do anything about it (which is more BS in your case). Just do what you can, be nice, and hope for the best. I know when I was on the phones, if someone asked be for something with an attitude they didn't get anything in return for it.
Biohazard0289 said:
I've dealt with T-Mobile retention more than I care to discuss, normally they'll find some way to reel me back in.
Has your relationship with T-Mobile lasted longer than 2 years? (Have you renewed a contract previously)
I ask because most (all?) cell providers in the US will not direct you to an actual Retention Rep until your account has aged beyond 1 contract term, instead you are re-directed to the escalation unit of the sales dept and they generally don't do anything useful.
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I've been a customer since 07'. It was originally a flexpay account and then about 1 3/4 years ago I upgraded to the regular contract.
I'm not sure how far I should try and push them because I've heard stories from a friend who had problems and they sent her a new smartphone (When the Galaxy SII was big). I just got off the phone with the retention guy and he gave me this offer: upgrade to the new "value plan" that's not a contract and he would waive the $50 fee (I am eligible on 4/5, and it would be free then) however I would have to pay ~$250 for a Samsung Galaxy SII. Does that sound fair? Or should I hold out for a better offer, because when I told him I would just call back again later to resolve this and I appreciated his help he said "Well, hold on, how about I waive the fee and try and get you with a new phone today?"?
Xura08 said:
I've been a customer since 07'. It was originally a flexpay account and then about 1 3/4 years ago I upgraded to the regular contract.
I'm not sure how far I should try and push them because I've heard stories from a friend who had problems and they sent her a new smartphone (When the Galaxy SII was big). I just got off the phone with the retention guy and he gave me this offer: upgrade to the new "value plan" that's not a contract and he would waive the $50 fee (I am eligible on 4/5, and it would be free then) however I would have to pay ~$250 for a Samsung Galaxy SII. Does that sound fair? Or should I hold out for a better offer, because when I told him I would just call back again later to resolve this and I appreciated his help he said "Well, hold on, how about I waive the fee and try and get you with a new phone today?"?
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Keep track of names, dates, times called, use that information to ding previous agent, than next agent knows you'll do same to them
It may take a couple cycles of this but you'll find someone that after enough callbacks, will offer you a good deal.
Everyone's experience is different, also, when you get Akmhad the Indian on the line and he says his name is Dave, politely state that you cannot understand their accent and requested a native english speaker or to be transferred to another agent cause you can't understand, and hopefully that will dump you back in queue and get you into an American call center, this is how I've done it, and I find the girls with a.southern usa accent are the easy ones to work on to get what you want.
Sent from my glorified LG pet rock™
justjackyl said:
I find the girls with a.southern usa accent are the easy ones to work on to get what you want.
Sent from my glorified LG pet rock™
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This is true on so many levels
TwitchyEye said:
This is true on so many levels
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Ohhh man. lmao
I'm gonna regret saying that in such a "general" way. lmfao
Sent from my glorified LG pet rock™