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....
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.
Three months after signing up with T-Mobile, I was already considering dropping their service and going back to Sprint or switching to Virgin Mobile. Why? Here goes...
I signed up for service online, paid the $100 deposit, got the 500 Minute Value Talk plan w/the 2GB Data Plan. I then chose my free G2x and successfully submitted my order. Waited several days to check the status of my order online and saw that my order had been shipped. In order to verify the status, I then called Customer Care and then...the headaches began.
According to everyone I spoke with the phone had not been sent, but they were making sure the phone would be delivered. I must have spoken to several agents until one of them, eventually said the plan was not eligible for a Free Phone. "But I successfully completed the order!"
I eventually bought an HTC MyTouch 4G from another T-Mobile customer who had the phone for a little over a month and had bought a different model. I rooted my phone and never had any extreme problems, other than download speed up until recently, when the Camera and Camcorder crapped out on me. Restored back to stock and tried other ROMS. I also followed suggestions posted in many threads addressing the issue with the cameras, flashing different "Camera" apps, and nothing.
Having gone through many hours of trying to fix my phone, I called HTC to gather as much info on my particular device. They stated the year warranty would expire in April of this year and they would gladly fix the phone for me for free, but I would incur a charge if they found I had voided the warranty. They emailed me an RA form, but I decided to speak to someone at T-Mobile, and based on the info I provided them, they promised a replacement device, but requested my phone's software version. I told them I would call back from another device the following day since I had some "errands" and stuff to do.
I then restored my phone to stock, restored S-On, ran the updates on my device and then called T-Mobile, but then they rejected my request after the replacement was promised by a Supervisor in Tech Support. All they needed to do was verify the IMEI and presto, but I was not able to get my way, so I just left it alone. A week later, I had some voice issues in which I wasn't able to make or receive calls even after removing the battery from the phone, until I was able to get a Customer Care agent who seemed to be outside the Continental U.S. This nice fellow interrupted me while I was explaining my situation to him and said he was going to transfer me to an Account Specialist based on the information he'd seen in the notes. After I asked why, he stated they valued me as a new T-Mobile customer. I was like, "Whatever".
Upon doing a warm-transfer, a young lady by the name of Ashley, indicated she was going to talk to a supervisor and I asked if there was something wrong with my account, but she refused to give me any info. After coming back on the line, she stated her sup had authorized a replacement ticket which was being emailed to me while we spoke, in which they would replace my MyTouch 4G at no cost to me. Imagine that! She apologized on behalf of the company for the misinformation I was given at time and the poor customer service. Three months of crappy overall service and I got a new phone! My download speeds on the bad device were less than 2000kbps. Now, they're at a high 6000kbps.
That girl and the small group of dedicated T-Mobile employees who go beyond their call of duty, deserve an applause. My contract and plan stayed the same. There are good folks at T-Mobile...you just have to keep trying.
Man. What a pain. If you had raised a fuss initially, you could have gotten your G2X. A contract is a contract and you signed up for a free G2X, which their system sold you. I'm pretty sure they were legally bound to give you one. Did you have a receipt?
Sent from my HTC Glacier using XDA App
estallings15 said:
Man. What a pain. If you had raised a fuss initially, you could have gotten your G2X. A contract is a contract and you signed up for a free G2X, which their system sold you. I'm pretty sure they were legally bound to give you one. Did you have a receipt?
Sent from my HTC Glacier using XDA App
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Not only did I have a printed one, but snapshots and HTML code from the actual page. Believe me, I wanted to raise hell at first, but I thought it would be a waste of time. While with Sprint, I like others, had access to the Sprint Executive Customer Service Hotline number thanks to The Consumerist, but with T-Mobile I just felt I was out in the cold from Day 1.
The phone replacement doesn't change my perception of their overall Customer Care and Retention Department. One of the last persons I spoke to before talking to the gentleman and Ashley, was a rep from their Spanish-speaking Retention Department. I asked for at least one minimal incentive for me to stay with T-Mobile and her answer was this: "I cannot provide you with even the slightest discount because you are a new customer." Yeah...but one who's paying for a service.
I wish I had stayed with Sprint. I worked for them through ACS in their Tech Support Department. When the store reps wouldn't deliver, we'd jump in and prevent even an escalation to retention. I guess that's what keeps me ticked off at them. I hate not getting the service I strive to always provide my customers with.
I'll stay with them til after my contract is over
I have never experienced bad customer service through my 3 years with T-Mobile, but then again, I never really needed it throughout the time. I got a replacement phone on Monday, and the lady I talked to for it was very kind and polite.
steven-026 said:
I have never experienced bad customer service through my 3 years with T-Mobile, but then again, I never really needed it throughout the time. I got a replacement phone on Monday, and the lady I talked to for it was very kind and polite.
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Wow...I guess because you've been with them for a while. Glad they were able to help you and be nice about it to.
My wife and I couldn't pass up TMos 2 for $99 /mo plan but it took 7 different reps to get that sorted out cuz no one had heard of it ... even though it was all over the radio and on their homepage! - Gotta say they were quite ready to help even if they didn't seem to know what they were doing.
Homerbsharp said:
My wife and I couldn't pass up TMos 2 for $99 /mo plan but it took 7 different reps to get that sorted out cuz no one had heard of it ... even though it was all over the radio and on their homepage! - Gotta say they were quite ready to help even if they didn't seem to know what they were doing.
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Had same prob till I found someone who told me I had to pay $200 per line migration fee. Been with tmo for 6 years but if I pay$200 a line its going to be to cancel... when I started they were great even gave me free month when messed up bill but recently when renewed had to call 10 times to get texting cuz every bill was 800 and they said they fixed but still have to call every month
Sent from my HTC Glacier using XDA App
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™
Had issues with the upgrade process. They were saying I owed for both the note 4 and 5 lease payments. Last time I had an issue it got so bad I tweeted the CEO John Legere and he he told me go through T-force for customers service. You tweet them at @Tmobilehelp
Within the day they took care of everything... Full credit and I didnt have to stay on hold for an hour and call the sometimes not so helpful people at customer service. Amazing experience
redstar299 said:
Had issues with the upgrade process. They were saying I owed for both the note 4 and 5 lease payments. Last time I had an issue it got so bad I tweeted the CEO John Legere and he he told me go through T-force for customers service. You tweet them at @Tmobilehelp
Within the day they took care of everything... Full credit and I didnt have to stay on hold for an hour and call the sometimes not so helpful people at customer service. Amazing experience
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While I like how they have made social networking an integral part of the customer experience, it shouldn't even come to that. I just think about those baby boomers who wouldn't even consider that route because it is outside of the normal way of doing business.
I had an issue where my IMEI was reported as stolen and the note on my account was "Locked for insurance" but there was no type of order number, no phone ordered and not to mention the damn phone wasnt stolen or broken. It was in its original box because I eventually purchased a Nexus 4. So when I got around to looking at selling my phone I popped my sim in and much to my surprise I could not connect to the network.
I went into a store that was near me because I used to enjoy face to face tech help over someone on the phone treating me like a dimwit and reciting "pull battery, airplane mode, restart" from a script through two levels of tech support.
You know what T-Mobile offered me? They offered to sell me an iPhone 5 when I was trying to figure out why the phone I opened my account which was not working. The one I still happened to be paying an EIP on.
So I went home and called tech support and the woman on the phone asked me if I could prove where I bought the phone. Well there have only been two phones on the account and the one in question was the one I opened the account with. Like are serious you can't pull that type of information up in the system.
Finally it took 4 days of flopping between tech support, all levels of management between asurion and t-mobile and an angry tweet finally got someones attention.
Long story short, I love that help is a tweet away but please for the love of god don't slack on telephonic and in-store support.
All this work for a damn HTC One S
i hear ya..it should be easier.
When I went to the t-mobile store to buy the note 5, they put me on Jump on demand without even asking. I didn't want that plan. So, I went the next day to change to a normal EIP, and long story short, I had to return the phone and buy a new one. Which meant paying a 50 restocking fee.
Now here's the thing. Before going to the store, I called customer service and they told me I wouldn't have to pay the restocking fee because it was their mistake. So, I emailed John Legere and he forwarded it to the right department. Long story short, got refund for restocking fee and customer service is pretty good if you reach the right department like T Force.
XxKINGxX2580 said:
When I went to the t-mobile store to buy the note 5, they put me on Jump on demand without even asking. I didn't want that plan. So, I went the next day to change to a normal EIP, and long story short, I had to return the phone and buy a new one. Which meant paying a 50 restocking fee.
Now here's the thing. Before going to the store, I called customer service and they told me I wouldn't have to pay the restocking fee because it was their mistake. So, I emailed John Legend and he forwarded it to the right department. Long story short, got refund for restocking fee and customer service is pretty good if you reach the right department like T Force.
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Click to collapse
The disconnect is insane. I had a similar situation and the phone support said I should not be paying for an over charge and the store needs to refund me. No questions. And I damn near had to cut someone's head off to get them to call Tmobile to verify. I make a point now that if I call in I get everything noted on the account. They way they can dispute the word of the fellow Tmo employee and not me.
Sent from my SM-N920T using Tapatalk
pcriz said:
While I like how they have made social networking an integral part of the customer experience, it shouldn't even come to that. I just think about those baby boomers who wouldn't even consider that route because it is outside of the normal way of doing business.
I had an issue where my IMEI was reported as stolen and the note on my account was "Locked for insurance" but there was no type of order number, no phone ordered and not to mention the damn phone wasnt stolen or broken. It was in its original box because I eventually purchased a Nexus 4. So when I got around to looking at selling my phone I popped my sim in and much to my surprise I could not connect to the network.
I went into a store that was near me because I used to enjoy face to face tech help over someone on the phone treating me like a dimwit and reciting "pull battery, airplane mode, restart" from a script through two levels of tech support.
You know what T-Mobile offered me? They offered to sell me an iPhone 5 when I was trying to figure out why the phone I opened my account which was not working. The one I still happened to be paying an EIP on.
So I went home and called tech support and the woman on the phone asked me if I could prove where I bought the phone. Well there have only been two phones on the account and the one in question was the one I opened the account with. Like are serious you can't pull that type of information up in the system.
Finally it took 4 days of flopping between tech support, all levels of management between asurion and t-mobile and an angry tweet finally got someones attention.
Long story short, I love that help is a tweet away but please for the love of god don't slack on telephonic and in-store support.
All this work for a damn HTC One S
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Click to collapse
This is a huge problem with Tmobile. Not only that, they act like retail stores and customer service are 2 completely separate companies. If you purchase a phone online or over the phone, the store will not help you and vice versa.
Sent from my SM-N920T using Tapatalk
All carriers do that from my understanding. When I was with Verizon they'd do basic troubleshooting at best and even at t-mobile they do the same.
Sent from my SM-N920T using Tapatalk
Tidbits said:
All carriers do that from my understanding. When I was with Verizon they'd do basic troubleshooting at best and even at t-mobile they do the same.
Sent from my SM-N920T using Tapatalk
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My t-mobile literally does no trouble shooting. When I screwed up my Droid Bionic Verizon at least took it in the back and hooked it up to a diagnostic machine to try and determine what was wrong. Sprint could evaluate a device in store to process for replacement. The t-mobile I am near has on two occasions instructed me to call the hotline. I guess that's all you can expect when you work on commission. Taking care of the customers you already have doesn't make money.
Sent from my SM-N920T using Tapatalk
When I took my One M9 to T-Mobile they did the basic troubleshooting and then help me get a replacement. When I had my Note 2 the lady that helped me out she just looked and said "yup, that requires a exchange" and called up CS for me to get my exchange.
It might be specific to your area, and that could be store dependent. You will find that it varies between sales people and locations on how they view their jobs.
Sent from my SM-N920T using Tapatalk
My local tmobile store has great service.
XxKINGxX2580 said:
When I went to the t-mobile store to buy the note 5, they put me on Jump on demand without even asking. I didn't want that plan. So, I went the next day to change to a normal EIP, and long story short, I had to return the phone and buy a new one. Which meant paying a 50 restocking fee.
Now here's the thing. Before going to the store, I called customer service and they told me I wouldn't have to pay the restocking fee because it was their mistake. So, I emailed John Legend and he forwarded it to the right department. Long story short, got refund for restocking fee and customer service is pretty good if you reach the right department like T Force.
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Lol @ "John Legend "
Sent from my SM-N920T using Tapatalk
pcriz said:
While I like how they have made social networking an integral part of the customer experience, it shouldn't even come to that. I just think about those baby boomers who wouldn't even consider that route because it is outside of the normal way of doing business.
I had an issue where my IMEI was reported as stolen and the note on my account was "Locked for insurance" but there was no type of order number, no phone ordered and not to mention the damn phone wasnt stolen or broken. It was in its original box because I eventually purchased a Nexus 4. So when I got around to looking at selling my phone I popped my sim in and much to my surprise I could not connect to the network.
I went into a store that was near me because I used to enjoy face to face tech help over someone on the phone treating me like a dimwit and reciting "pull battery, airplane mode, restart" from a script through two levels of tech support.
You know what T-Mobile offered me? They offered to sell me an iPhone 5 when I was trying to figure out why the phone I opened my account which was not working. The one I still happened to be paying an EIP on.
So I went home and called tech support and the woman on the phone asked me if I could prove where I bought the phone. Well there have only been two phones on the account and the one in question was the one I opened the account with. Like are serious you can't pull that type of information up in the system.
Finally it took 4 days of flopping between tech support, all levels of management between asurion and t-mobile and an angry tweet finally got someones attention.
Long story short, I love that help is a tweet away but please for the love of god don't slack on telephonic and in-store support.
All this work for a damn HTC One S
Click to expand...
Click to collapse
Yes, I totally agree plus I think that just looks worse on T-mobile's part because not only do you have a pissed off customer but now you have one and everyone else can see it. When I left Sprint for T-mobile I went on their Facebook page to post comments on why I was was leaving and their whole page was just full of rant after rant. That's mainly what people do on social media to big companies, they want to voice their anger where everyone can see it. It's like every 50 negative posts you'll find one positive. Lol
Trust me.. Next time you have any issue just use T-force. Don't waste your time on hold for 45 minutes or dealing with some bozo in the store. They are way easier to deal with.
Sent from my SM-N915F using XDA Free mobile app
Steeltippin said:
Lol @ "John Legend "
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Auto correct
T-Mobile has constantly lied to me about my BOGO reimbursement. I called them over 30 times over the past few months. The first person told me they would call me the following Wednesday and did not. I called them back the Thursday after and they representative told me that the records show that they called me back and explained to me why I couldn't get my reimbursement already which was a complete lie. So that person told me they would call back in a few days. They didn't. I called back and they told me the same ****. I called back and demanded a supervisor, then that person got on the phone and I demanded to talk to their supervisor. Then I told him I was recording the call, he acknowledged that and said OK. I then explained everything and he researched and apologized for the trouble and that he can see that there was an error on T-Mobile's part. He then put me on hold and came back and apologized again and told me that he will make sure I am reimbursed for the full amount of the phone. A week later still nothing on my account and then they turn my lines off (I'm not giving them any more money when they owe me 800 bucks). I call them back and tell them again and they tell me the call is recorded and I tell them the same. They tell me to stop recording or they will hang up. So I have to demand to talk to a supervisor and argue with him about recording the call and he finally looks into the situation. So they credited my account the 100 bucks left on the EIP and thought that was enough.
T-Mobile is the most shady company I have ever dealt with. Lucky I have a family member who is a lawyer I guess.
I've been with them for 13 years with 6 to 8 lines and haven't had any issues. Sorry to hear your troubles
Sent from my SM-G935T using Tapatalk
Sorry man I been with them for some years as well and anytime I've had an issue they fixed it. I did not receive my prepaid card and called t-mobile so they paid it off while I was on the phone. But man your situation sucks.
I would try twitter. I reached out to them after my claim was denied and they ended up sending me double what I was supposed to get. That's some first rate service right there.
Try twitter. They respond within minutes.
try emailing john legere
Could you explain what you did wrong to not get reimbursed? If you follow the guidelines set forth on the BOGO offer I'm sure you would have gotten reimbursed by now.
I took advantage of the offer and even though the reimbursement card took a long time to be mailed, I did get it.
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T-Mobile is really good about listening to their customers. I got the BOGO, VR Headset too. The Oculus credit didn't show right away so they credited my acct $100 for the trouble. Then the J7 promo came out and my plan was too good to be eligible. Nope. I called and they gave me a credit for the price of the phone and sent it to me anyways. Best mobile phone company period.
KillaHurtz said:
T-Mobile is really good about listening to their customers. I got the BOGO, VR Headset too. The Oculus credit didn't show right away so they credited my acct $100 for the trouble. Then the J7 promo came out and my plan was too good to be eligible. Nope. I called and they gave me a credit for the price of the phone and sent it to me anyways. Best mobile phone company period.
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Click to collapse
It all depends on the rep you get on the phone. Just remember they are people too, chat them up, ask them how they are doing today. Talk about the weather, tell them how much you love t-mobile. You almost need to let them know that they can make or break your day. Let them hear disappointment in your voice but remain non-hostile. People will go above and beyond to help others when they feel like their actions will make a difference.
Sent from my SM-G935T using XDA Premium HD app
Do a chargeback fuk tmobile
I did nothing wrong. I've had multiple supervisors tell me they found where T-Mobile screwed up. I ordered 2 phones, a black one for me and a silver one for my gf. The silver one was on backorder. The first T-Mobile rep that actually researched this told me the mistake was that the phones needed to be ordered at the same time and the system put them as being ordered on different days because of the backorder.
I have had many T-Mobile reps straight lie to me. Lied about calling me 3 times, made up fake notes of what was said in the conversation and the reps who have told me this refused to confirm the call by looking up my call record saying "I don't know what good that will do, I will help you from here". It will do a lot of damn good. Find out they lied and fire them. Am I wrong for thinking that behavior is unacceptable?
Send an email to [email protected].
I had the run around about getting reimbursed for an iPhone 6S that I returned back because the store rep ordered the wrong phone for me. I wanted an iPhone 6S Plus but the store clerk put in an order for an iPhone 6S instead. I returned the 6S and re-ordered the 6S Plus but ever got reimbursed for the 6S because they couldn't find it in their warehouse even though the tracking number said it was delivered to them. I emailed them at [email protected] and the rep contacted me and just refunded me on the spot.
Just go on Twitter to John legere and spam him.
I was declined the bogo, as soon as I found out, I went on Twitter. They gave me the full 700+ as credit on my account. Turns out I was the first to actually get something for the bogo as the cards hadn't gone out yet.
So after my lawyer finally got in contact with them they finally gave me my money. They tried to tell my lawyer that the phone conversation we recorded with them promising us money was illegal which since they tell you the call is being recorded that means all parties are aware and concern to recording.
I love T-Mobiles service but this was ridiculous.
Thanks for the advice.