Related
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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...
Click to expand...
Click to collapse
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...
Click to expand...
Click to collapse
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...
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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....
T-mobile has made recent changes that go against everything that they stood for, everything that made them who they are. I have been reading more and more reports of inferior customer service compared to how they used to be. I have seen where people are informed that tmobile can no longer wave fees for longtime customers in good standing. I have personally been told that I could upgrade for phones from the Samsung vibrant to the galaxy s 4g with the full upgrade discount because of issues with the GPS. It was still going to cost $250 per phone ($1000+tax). I was not able to afford all of that at once and asked if I could do 2 now and 2 later. The gentleman told that would not be a problem, the upgrade offer was in my notes and would be available whenever I wanted to upgrade. I made it a point to ask again and he assured me “if I waited 2 weeks or 6 months” that offer would be there. I waited 1 bill cycle so that the cost would be on two separate bills and called back. Now they say they cannot honor that offer as it was a “1 time offer that I should have taken then”. After going around and around with the rep and then his “supervisor “, I was told that it was actually no longer possible for them to override upgrade dates in the system anymore. Even if you have been with tmobile for 10+ years and never had a late payment, like I have. It was like a whole different attitude when you talk to them , like your talking to att customer service or something.
*UPDATE* So, I just got off the phone with t-mobile... again. They are making it right. After 2 hours on the phone and then the original guy I talked to calling me back, I am getting it fixed. Yea! It was weird, he was like "I don't understand why they didn't just do it." He also said (but he could have been lied to) that t-mobile cust service rep's were told that they would all be kept on as at&t reps and they would be "training" the att reps in cust service. Two different reps told me that they had system changes in the last month and that they could not do all the things they used to be able to do. I hope I am totally wrong, and t-mobile stays the same great "#1 cust service" company I've come to know and love.
Use the same trick as any other customer service desk...call again till you get a rep who will give you the answer you want.
so, because you have one problem with a crap phone you shouldnt have bought, because the issue you have was well known since the phone came out, and t mobile wont bend over and give you whatever you want, you are saying things are declining?? its sounds more like a bitter customer who is bitterly trying to convince people of something that is clearly not happening.
DJ_Bizarro said:
so, because you have one problem with a crap phone you shouldnt have bought, because the issue you have was well known since the phone came out, and t mobile wont bend over and give you whatever you want, you are saying things are declining?? its sounds more like a bitter customer who is bitterly trying to convince people of something that is clearly not happening.
Click to expand...
Click to collapse
Negative. I love the vibrant and sgs4g. My problem is I was told I could upgrade because the gps was nonfunctioning, then a few weeks later I was told I could not. That is poor customer service. I have always defended tmobile when people complained. When you call in (and I have called 3 different times) you can just hear a difference in their tone. It's like they honestly do not care if they keep you as a customer or not. I have never had this feeling from tmobile in the 10+ years I've been with them.
As I'm a new member I can't post this in the developer forum.
This may be old news or no news but I thought it was interesting since the source is somewhat unusual.
I had contact with Verizon support three days ago. They followed up with an email request for a satisfaction survey.
I completed the survey and for the question "would you recommend Verizon to a friend" on a 1 to 10 scale I responded "3".
It then asked me to explain why. Too much effort so I left the text box empty.
Next day I get a phone call. "You scored us a three and didn't say why. Can I ask why?"
She sounded young and I wasn't expecting a phone/telemarketer/survey to be all that technical but when I said that my first reason was that the recent FCC settlement to allow free hotspots on capable phones for new plans only and those of us that upgraded to the SIII during the Unlimited Data grace period are SOL. She knew what I was talking about and said the reason is that in exchange for being grandfathered I was still bound by the terms of my original agreement i.e. the $30/mo tethering fee.
A second issue was the lack of switches in the setup to disable the 4G radios for battery management. She said that was done because they want to migrate their base to LTE as soon as possible and too many users opting for 3G would slow their plans. She even volunteered that in the settings under Access Point Names switching between EHRPD and LTE did not turn off the 4G radios.
Sorry to take a long time to get to the point but her responses included technical elements that changed my mind about her level of knowledge.
She then asked if there where other concerns and I said that T-mobile, Sprint, AT&T all sold the SIII with the Boot loader unlocked. She immediately responded "So you can experiment with other kernels and modify the OS and such", I said "exactly".
Then she said "Unfortunately I can't change the terms on hotspotting but I have good news about the Boot Loader. An update will be released shortly that will unlock your phone."
I probed her a bit and she convinced me she knew what she was talking about although she did not know if the update would come stand alone or be bundled with jelly bean or the date. She hinted that it might not be a universal OTA update but one that interested owners could download if they desired.
That's all I got. Just hope she is correct.
She was probably referring to it being unlocked to use on international networks. This is basically the same story many other users have gotten, and sadly it probably will not be happening. Even the unlocked bootloader version that samsung is going to sell has yet to be obtainable and that was announced weeks ago.
Well considering she mentioned about kernels an what not, I'd say there is a good possibility she knew what he meant by bootloader. We can only hope!
Sent from my SCH-I535 using xda app-developers app
Let me check my spam folder for that survey
VERIZON GALAXY S 3
Neverendingxsin said:
She was probably referring to it being unlocked to use on international networks. This is basically the same story many other users have gotten, and sadly it probably will not be happening. Even the unlocked bootloader version that samsung is going to sell has yet to be obtainable and that was announced weeks ago.
Click to expand...
Click to collapse
If she knew about different kernels and modifiying the OS I'm pretty sure she knows the difference between unlocked for international networks and bootloader unlock.
personally I would not believe a rep. People have been told this before, and verzion came out to say there are no plans to do such things. Hope is good, but until I hear a press release from VZW directly about it, dont get to excited. Im used to letdowns like this from the Bionic, Razr, and before with the GS3. (also, wheres that dev razr that was promised 1 year ago? we will probably never see the dev GS3, or it will be a year out)
ddggttff3 said:
personally I would not believe a rep. People have been told this before, and verzion came out to say there are no plans to do such things. Hope is good, but until I hear a press release from VZW directly about it, dont get to excited. Im used to letdowns like this from the Bionic, Razr, and before with the GS3. (also, wheres that dev razr that was promised 1 year ago? we will probably never see the dev GS3, or it will be a year out)
Click to expand...
Click to collapse
I agree, I only posted this because it was a different kind of source. At first I assumed she was just some person in a call center asking stock questions but after the call I'm leaning toward someone in middle management was making the call. In a past career I worked for a company called Forum Corporation that conducted management training courses including one on Customer Focus that taught managers to do personal outreach to customers. This call had all the earmarks of that type of program. The conversation was not following a script, it was wide ranging with a back and forth give and take. This wasn't someone checking boxes on a survey form. She wanted to personally understand what the issues where.
But bottom line you are right that this is just one more rumor until something concrete happens. I hope I wasn't trying to sound like I know the definitive answer.
Ill believe it when I see it. These companies lie or sometimes people dont know what they are taking about. Even if she knows about kernels and such, she still could be lying. Remember when verizon said samsung made the bootloader locked, and samsung said verizon had it locked? One is obviously flat out lying and its obviously verizon since other carriers are unlocked. Big companies lie to their customers all the time to save face or protect the knowledge of their pure desire for profit. So I'll believe verizon will unlock the bootloader only a short time after releasing the phone locked when I see it. The only thing I can legitimately see is verizon offering it with a way that directly lets verizon know so your warrenty is voided in their system and no return to stock methods changing that.
I think thats what they should do if they are worried about people borking their phones from modding and cashing in their warrenty because of it. You contact verizon and say I want bootloader, unlocked. They make you agree to void your warranty in order to provide this, and now they have it on file you requested this. Then they provide you with unlock with your warrenty removed from account.
sfetaz said:
Ill believe it when I see it. These companies lie or sometimes people dont know what they are taking about. Even if she knows about kernels and such, she still could be lying. Remember when verizon said samsung made the bootloader locked, and samsung said verizon had it locked? One is obviously flat out lying and its obviously verizon since other carriers are unlocked. Big companies lie to their customers all the time to save face or protect the knowledge of their pure desire for profit. So I'll believe verizon will unlock the bootloader only a short time after releasing the phone locked when I see it. The only thing I can legitimately see is verizon offering it with a way that directly lets verizon know so your warrenty is voided in their system and no return to stock methods changing that.
I think thats what they should do if they are worried about people borking their phones from modding and cashing in their warrenty because of it. You contact verizon and say I want bootloader, unlocked. They make you agree to void your warranty in order to provide this, and now they have it on file you requested this. Then they provide you with unlock with your warrenty removed from account.
Click to expand...
Click to collapse
Why should removing the encryption on the bootloader void the warranty? For some, removing the encryption will mean they can take their device to a different network (uscc) and have the new provider flash their software on the device. Should that void it's warranty? **** no!
Removing the encrytion and unlocking the bootloader should only alleviate VZW from offering you tech support. One doesn't void the warranty of your laptop when you swap from Windows 7 to Linux, does it? Offering you warranty in exchange for an unlocked bootloader is a terrible deal to the end user. I've never understood it.
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?
Click to expand...
Click to collapse
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™
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?"?
Click to expand...
Click to collapse
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™
Click to expand...
Click to collapse
This is true on so many levels
TwitchyEye said:
This is true on so many levels
Click to expand...
Click to collapse
Ohhh man. lmao
I'm gonna regret saying that in such a "general" way. lmfao
Sent from my glorified LG pet rock™
So my Nexus 5 was stolen while I was grocery shopping this weekend. I'm going a little crazy, but I've hit one particular stumbling block; blacklisting the IMEI.
Here's a brief rundown on what I've done. I've attempted to use the Android Device Manager to deactivate the phone, but whomever took it probably removed the SIM card and wiped it. I've tried Cerberus which I had installed, but it hasn't seen my phone since the last time it was on my local WIFI network. I've contacted the carrier (T-Mobile) and had the SIM card deactivated. I've reported it to the police, who are being quite helpful. I've contacted my credit card who, it appears, won't cover it under purchase protection because I purchased it 125 days ago (120 days is what they cover up to). No complaints so far.
I had no passcode on it. I'm an idiot. If there's any question about this, please re-read the preceding two sentences.
Enter the IMEI. I bought the phone from Google Play, and this is where things get dicey. T-Mobile does not have the access to block it, because it's not a phone that they sold me. Google can't block it, because apparently Google can't block an IMEI at all. LG can't block it pretty much for the same reason as Google. Everybody points back to the carrier, but the carrier can't do it.
Everybody is willing to, nobody can. I'm not complaining about any of the service I've received. Quite seriously, it's all been top notch. But nobody appears to be able to blacklist the phone. I spent an hour on the phone with a mid-level tech at T-Mobile who clearly knew what he was doing, and we have a couple of irons in the fire. So we'll see what happens.
So two questions. Has anybody had to go through this, and what was the result?
This seems like more than a minor oversight. How is it Google can sell a device with no mechanism to handle IMEI blacklisting? I loved my N5, but this is seriously making me think twice about buying another phone directly from Google.
max.exter said:
So my Nexus 5 was stolen while I was grocery shopping this weekend. I'm going a little crazy, but I've hit one particular stumbling block; blacklisting the IMEI.
Here's a brief rundown on what I've done. I've attempted to use the Android Device Manager to deactivate the phone, but whomever took it probably removed the SIM card and wiped it. I've tried Cerberus which I had installed, but it hasn't seen my phone since the last time it was on my local WIFI network. I've contacted the carrier (T-Mobile) and had the SIM card deactivated. I've reported it to the police, who are being quite helpful. I've contacted my credit card who, it appears, won't cover it under purchase protection because I purchased it 125 days ago (120 days is what they cover up to). No complaints so far.
I had no passcode on it. I'm an idiot. If there's any question about this, please re-read the preceding two sentences.
Enter the IMEI. I bought the phone from Google Play, and this is where things get dicey. T-Mobile does not have the access to block it, because it's not a phone that they sold me. Google can't block it, because apparently Google can't block an IMEI at all. LG can't block it pretty much for the same reason as Google. Everybody points back to the carrier, but the carrier can't do it.
Everybody is willing to, nobody can. I'm not complaining about any of the service I've received. Quite seriously, it's all been top notch. But nobody appears to be able to blacklist the phone. I spent an hour on the phone with a mid-level tech at T-Mobile who clearly knew what he was doing, and we have a couple of irons in the fire. So we'll see what happens.
So two questions. Has anybody had to go through this, and what was the result?
This seems like more than a minor oversight. How is it Google can sell a device with no mechanism to handle IMEI blacklisting? I loved my N5, but this is seriously making me think twice about buying another phone directly from Google.
Click to expand...
Click to collapse
yes, tmobile can and will block it for you. its the responsibility of whoever is you carrier. and no, google can not block an imei, its up to the carriers to do that.
simms22 said:
yes, tmobile can and will block it for you. its the responsibility of whoever is you carrier. and no, google can not block an imei, its up to the carriers to do that.
Click to expand...
Click to collapse
And that's what I would expect. Except they haven't been able to. I've found a few other references around with people experiencing the same issue, and none seem to have had a satisfactory solution.
I would expect that it would be T-Mobile's responsibility, but several people there have now said that they can't. It's not that they haven't tried. I watched on person try in-store without success. Their computer system says that they are not authorized to set up the block. And as you say, Google can't do it. Nobody has said that they won't, but everybody has said that they can't.
So not disagreeing with you. But this is where I'm stuck at the moment.
max.exter said:
And that's what I would expect. Except they haven't been able to. I've found a few other references around with people experiencing the same issue, and none seem to have had a satisfactory solution.
I would expect that it would be T-Mobile's responsibility, but several people there have now said that they can't. It's not that they haven't tried. I watched on person try in-store without success. Their computer system says that they are not authorized to set up the block. And as you say, Google can't do it. Nobody has said that they won't, but everybody has said that they can't.
So not disagreeing with you. But this is where I'm stuck at the moment.
Click to expand...
Click to collapse
thats odd, as tmobile has blocked many, many, many phones. that first month that you bought a phone from them, and dont send in your payment, theyll block it. now, the people working in the stores are clueless, they dont know how to block it. give them a call instead, but dont talk to customer service about it, talk to their tech department.
simms22 said:
thats odd, as tmobile has blocked many, many, many phones. that first month that you bought a phone from them, and dont send in your payment, theyll block it. now, the people working in the stores are clueless, they dont know how to block it. give them a call instead, but dont talk to customer service about it, talk to their tech department.
Click to expand...
Click to collapse
And that's true if you bought it from them, but I bought it from Google Play. I've spoken with customer service and with their tech department. I'm expecting to hear back from the tech folks, but so far they've been stumped by this one. But they're really going all out to try, so don't look at this as a complaint.
So far this is looking like a grey area. Everybody wants to help, but it's apparently the responsibility of the seller (so far as T-Mobile's computer system is concerned), and Google doesn't have the capability.