There has been a lot of misunderstandings when it comes to the actual shipping process and questions on how warranty exchanges are processed. I have seen some people not know what to do or scared to do it because they think its complicated.
I made this video to show the process of how to do it. Step by Step.
http://www.youtube.com/watch?v=GEdqSj1qUMs
and YES after 5yrs I quit T-Mobile and I am now back at AT&T. But instead of office or Solutions Specialist, I work Indirect Account Management. Atleast I have job security now. Enjoy.
That is a very bold statement when you said that all T-Mobile store is not own by T-Mobile, i would like to see proof of this, not sure where you heard that? If you are referring to kiosk inside the mall then those are indirect dealers. Playground and retail are owned by T-Mobile where they have direct access to T-Mobile corporate email and home office internal sites which other indirect dealers do not.
I also see that you are working for At&t now are you a sales rep or CS when you were with T-Mobile? I know that At&t does not have anymore indirect stores as that is why you do not them as a kiosk at malls.
Not trying to stray away from your main topic of your video but good job on explaining the process.
fryrice8850 said:
That is a very bold statement when you said that all T-Mobile store is not own by T-Mobile, i would like to see proof of this, not sure where you heard that? If you are referring to kiosk inside the mall then those are indirect dealers. Playground and retail are owned by T-Mobile where they have direct access to T-Mobile corporate email and home office internal sites which other indirect dealers do not.
I also see that you are working for At&t now are you a sales rep or CS when you were with T-Mobile? I know that At&t does not have anymore indirect stores as that is why you do not them as a kiosk at malls.
Not trying to stray away from your main topic of your video but good job on explaining the process.
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CSR at TMO told me all stores are 3rd party as well. Don't know how much confirmation that is, but it is consistent with his statement.
T-Mobile stores are owned by other companies. They usually have a plaque on the store which states they are own by "etc etc company". You can also see that on the business cards that they have at the desks.
I just literally stopped working there...Most of the questions you asked were in my OP..
T-Mobile no longer has corporate owned stores. The formally corporate stores are now owned by a company that I am not allowed to name. and the others were sold off to investors. his was done under the radar in early 2010. Only direct way to buy is through calling Care or online. FACT!
The ones known as Playground and other stores will continue to operate under the same guise as before this happened so you would see no change but as stated this is a known fact. Im sorry you didnt know.
What was my job?? I wrote Android Support training for corporate training in our internal StreamLine systems and in person sometimes at some orientations at call centers and at indirect kiosks and mom & pop stores.
We do have Indirect doors at AT&T. I handle Prime Communications Southeast region.
I do not want this thread getting off topic.
I know what I said and I wouldnt make a statement like that without knowing what I am talking about.
This is just an educational thread for people who had questions about returns that I did to help out.
There are differences between "T-Mobile" and T-Mobile agents/limited.
but yes the RMA process is stupid easy. UPS usually knocks, honks the horn or tries to hide the package here in Vegas all depending on who leaves it. I have done RMA's where I sent back the phone they sent me because it had a dead pixel or faulty speaker... I haven't had any chargebacks because of this. There's no reason why I should have to use new defective phone until T-Mobile sends me another.
Related
Has anyone else encountered this problem? It seems that an employee at Sprint shared my password/security information. Received a notice from Asurion (handset insurance provider for Sprint) that someone had ordered a replacement handset through my account......WTF??????? and what to do.......
I suggest you call the handset insurance provider and tell them you did no such thing and would like to know (for security/curiosity reasons) where & to whom the replacement handset is being delivered. Most likely they will need some identifying information from you to make sure you're really you but they should be able to cough that information up if you explain the problem.
Then I'd be on the phone with Sprint trying to figure out who called them to get a replacement handset (I'm assuming you have to go through Sprint to get to the handset insurance company right?). Someone should get fired over that.
In Canada, that's a serious Privacy issue ... not sure how that's dealt with in your state. If you have a better business bureau (ombudsman), get them involved.
Call Sprint ... speak to management directly, not a regular service representative, indicate that you wish to know who effected this request/transaction and that you will be seeking legal consulation.
Call Asurion ... convey the same sentiments.
I both cases, make absolutely certain to deal with management and don't settle for anything less.
I'd also have them compensate you if they wish to have you as a continued customer.
Good luck
Thanks for your thoughts on this.....
I have contacted both Sprint and Asurion regarding this breach of my privacy. I appreciate your thoughts and your replies Hilaireg and l33tphreak. Hopefully they (Sprint and Asurion) will be able to verify that this handset replacement request was not authorized by me..... Mostly I just wanted to let people out there know that this is occurring. The scariest part of it all is that a password is needed to order a handset replacement through Sprint or Asurion, and here's the kicker: The only ones that know my password information are ME and SPRINT. I think I will be changing my password regularly from this point forward. Hope this doesn't happen to others.....
The scary thing is that Sprint often doesn't pay attention to the password. I had one placed upon my account with them because of my mother using my name and social to order crazy expensive stuff and had me footing the bill, I had to call a number of times to sort out where they neglected to verify it and let her order. Hell, there were even a few times I called and they didn't do more than verify my name and number in the first place, not even the last four of my social and password. Finally, in the end, I cancelled my account completely, paid to disconnect all lines while they all had active contracts, then they still let her do it again! I called them one last time, they wouldn't remove the charges, so I just let it go and they disconnected it for non-payment, I have medical bills up the backside now after having my daughter, so I'm not worried about it on my credit.
I am tried of LG having their CSR's actively concealed the defect and made false and misleading statements regarding the smartphone quality. I am also tried of LG using vague terms like "soon", "by summer" for software updates to keep customers from returning it. Later when issues are reported, they dodge, deny, or continue being vague - totally inconsistent. Working blindly with drivers that don't come with source code; not being paid; supporting multiple devices from different manufacturers And don't forget it's been six months since the O2X launched in Europe with the same problems. Samsung's also moved half there Android line to 2.3.4 in the past two months. It's even harder for LG because they made it that way. If they had the right people or enough of them they wouldn't be in the situation they find themselves in. I don't feel sorry for them, they made their own bed so to speak.
The reason why a classaction lawsuit's is not even possible. READ BELOW WHY!!
Case named AT&T Mobility v. Concepcion That U.S. Supreme Court case eliminated all consumer class actions (and all employment class actions)
When you signed your contract you signed off on a "forced arbitration" clause. This means instead of filing in court you are stuck with an arbitrator picked by T-Mobile who doesn't have to issue a documented opinion. Moreover, you have no access to discovery as you would in a normal court proceeding. (Yes, T-Mobile has such agreement in your contract with them.)
Unfortunately companies know this and will use it to rip you off anyway they can. I don't blame T-Mobile as they didn't design the phone. But this sure have been beta tested, obviously it wasn't. I blame LG all the way for this one, their customer service even dodge the facts that this phone has problems. Even thru they will keep replacing the phone for a year that it's in warranty. Who want to keep senting it for repairs over and over again,.especially being the fact it is a phone and you,can't do without a phone for a couple of weeks at a time? And what happen after warrenty is up? Just recall it already, come out with a new replacement model that has the same specs or better, or refund everyone.
Please sign this petition if you had problems with this phone, as I am going to look into other legal options, against LG "Lucky Goldstar".
www.ipetitions.com/petition/lgg2x/
For anyone interested. First one is the one you want.
LG Corporate Headquarters phone and address for USA
201 James Record Road, Huntsville or P.O.Box 240007
Alabama 35824
Corporate Phone Number: 1-256-772-8860
Fax Number: 1-256-772-6129
Email Address: [email protected]
U.S.A Corporate Headquarters
1000 Sylvan Avenue
Englewood Cliffs, NJ 07632
Phone: (201) 816-2000
Article seems to make a good case:
http://www.eweek.com/c/a/Mobile-and-Wireless/Google-Could-Get-a-Chance-to-Buy-TMobile-After-It-Closes-Motorola-Deal-220504/
Umm...yeah...too late on that one, AT&T is in the process right now of buying tmobile. They made an offer and tmobile accepted it. It's going through federal review now and the deal WILL be approved by the feds.
That would be awesome ! I hope it works out !
I already seen a att/t-mobile commercial the other night on the tv. I just wonder if their gonna jack up our bills I switched from the big V for a cheaper bill
Dano79 said:
I already seen a att/t-mobile commercial the other night on the tv. I just wonder if their gonna jack up our bills I switched from the big V for a cheaper bill
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Same here I don't like at&t and it looks like tmobile is converting to at&t in a sneaky way like there gona start charging if you go over your "unlimited" throttled 2gs of data just like at&t is doing. (dont worry we will be in the grandfather plans but watch out wen you do uprgrades & so on..
My advice is get on a 2 year with t-mobile now so they cant jack the price up on you when they merge. We have a long while before this fully happens tho.
Sent from my HTC Sensation Z710e
I wish it was Google, but unfortunately it's big wig at&t!
Look at Google to purchase sprint as the attmob merger will devalue sprint. Which Google will scoop up for a value. The sprint google intergration is not without any coincidence just wait till next year you will see. Sprint sits on a lot of spectrum and with LTE and Wimax their footprint will be one of a kind in the US. Yes Google is a global company but sprint would be a stepping stone to bigger things. Sprint cannot survive on its own.
Sent from my HTC Sensation Z710e using XDA App
It's too late I think. It sucks cause it would have been awesome.
I wish this was true, Google, Google Voice, T-Mobile sounds great... too bad its not going to happen. AT&T is already too far through with buying T-Mobile
Unless Google manages to buy AT&T ... which would be even better but never going to happen
i would hope google says they would pay more $! and att backs off.
i hate att
I'm not from the US, so apologies if I get some of this post confused
Am I right in saying that Google Voice (that we don't have in Britain, sadly) and Sprint are in a partnership? Would this mean that Google are *more* likely to team up or buy Sprint fully, than to buy T-Mobile US?
Fan speculation and fan hope here
The way I see it, Google could become what I call a 'digital carrier', making their own devices and carrying them on their own carrier. I see Google Voice as the first step of this. They'd be the first 'carrier' to go the world over and if they get it right, could completely dominate the information, mobile, and computing (with ChromeOS) space.
Think about it: how a carrier works hasn't changed since mobiles were introduced, really. They've always been the same. With Google Voice, Google have the possibility to change that and make themselves a carrier (possibly with Sprint's help) and carry their own devices, made by Motorola. This would enable them to update the devices (all running stock Android, or maybe different interfaces depending on high up the device is) all at the same time, wirelessly, and get fragmentation (which exists, however many times we say it doesn't) down to an absolute minimum. They could also manage the device's hardware easier, using one chip/SoC for one generation of phone, optimizing the OS for that chip. i.e. NVidia Tegra, a TI chip, or a Qualcomm chip.
Thoughts on this...?
According to FCC regulations. If you provide a service (att, tmo, sprint, etc.) you can NOT make devices (tablets, phones, etc.). Thats why the carriers have other larger companies make there devices. So is the Google and Motorola deals goes down and ATT and TMo doesnt, Google can not buy them.
colorcopies said:
According to FCC regulations. If you provide a service (att, tmo, sprint, etc.) you can NOT make devices (tablets, phones, etc.). Thats why the carriers have other larger companies make there devices. So is the Google and Motorola deals goes down and ATT and TMo doesnt, Google can not buy them.
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This is correct.
colorcopies said:
According to FCC regulations. If you provide a service (att, tmo, sprint, etc.) you can NOT make devices (tablets, phones, etc.). Thats why the carriers have other larger companies make there devices. So is the Google and Motorola deals goes down and ATT and TMo doesnt, Google can not buy them.
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You have a link to that regulation? I presume that came into effect some time after Ma Bell used to make and sell telephones.
I trust you, I just like to verify.
samnada said:
I trust you, I just like to verify.
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Reaganesque
Behold_this said:
Umm...yeah...too late on that one, AT&T is in the process right now of buying tmobile. They made an offer and tmobile accepted it. It's going through federal review now and the deal WILL be approved by the feds.
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You can't say for sure. AT&T has been on the hot seat with the FCC before. Look at when they made them split. They are slowly trying to build up the monopoly again. I honestly don't think the deal would go through. There is too much opposition, including state governments. Plus their legal team made a big no no and accidentally submitted some paperwork to the FCC that hurt their argument.
the merge with AT&T is under review by the FCC. we all know this. It must pass the FCC's examination to ensure things like antitrust, monopoly etc don't occur as a result of the merge... basically to say that all things merger specific are legal.
It's looking like it will be and the merge will go through, but there's always a chance that something (i'm still praying for it) will stop the merge. in that case, then google can offer to buy and in that case an FCC approval doesn't seem to be required since google is not a communications company like AT&T. I just got laid off in a merger just like that between two smaller Cell phone companies... I've renewed a 2 year contract to avoid AT&T screwing me if/when they merge...
I've purposely avoided AT&T for all these years only to find myself faced with being their customer after all. it blows. I prefer google.
A&TT is bad imo. They already capping the 150GB on DSL. Who knows what they will do next.
G-Mobile? LOL
Sent from my HTC Sensation 4G 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™
So I've got super frustrating and disappointing news that I'm curious if I'm bearing alone at this point or not....
TMobile doesn't have the device in stock in store ON LAUNCH DAY at any locations in my area. I'm in Dallas and not in a rural area by any means. Not a single location has stock, and I worked with an associate at my local TMobile store this morning to call around and some weren't even briefed on the device or knew about it. Let alone knowing that today was the global launch day and that they should have gotten shipments in this week. There weren't even any shipments on log for delivery at my store.
I called a TMobile rep assuming they would have more information, and it was a complete dud. Same situation with basically every store. I realize it's a specialty device and I had assumed there would be a limited release, but to not offer it anywhere in a major metropolitan area on launch day? Absurd.
I'm using my device trade-in in order to upgrade, so I'm unfortunately stuck having to go through TMobile and can't purchase it anywhere else. My question is if this is the same case for anyone anywhere else in the country with TMobile? Or is it somehow just Texas or my region? I'm lost for words and had to put a pre-order on a device that's already out....
Not sure what is going on but was surprised that Tmobile waited until yesterday to even announce pricing on Twitter.
Sent from my SM-F916U using Tapatalk
You're not alone. Shortages are world wide. My carrier (EE) the biggest network in the UK with an exclusive partnership with Samsung don't have any stock to send out let alone in store. S.Korea is going to have to wait for their launch day (imagine that on home turf).
Samsung completely underestimated demand.
Hang in there mate, I am trying to do the same.
.
Yeah, they've officially admitted to shortages "in some markets" although that may not be what's happening here; this is a dog for carriers as they'll move few of them and they take up valuable shelf and floor space that could be used for something that sells in numbers. The hardware is profitable but a sideline for them, it's about getting people into the recurring payment scheme and a cheaper phone that moves serves them better than something like this in that respect.