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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....
Ill give the short version... preordered on the 15th. told i'd get today. rep NEVER told me i needed to sign some email for verification. Email was sent to some god awful old address i dont even use. all that was offered was a $10 credit. Ive been w/ tmobile since like 02' and thats the best they can do??. call back and he can give a free month but only if i extend for 2 yrs....no thanks. So now i have to go to the store tomorrow and wait another day to get the phone. Oh ya btw i dropped my current phone in the toilet and it doesnt work so i have no phone @ the moment. im so livid I cant even see straight...... seriously considering another carrier just off of principle alone..
Call and talk to customer retention... They'll do much better.
Sent from my HTC Glacier using XDA App
both offers WERE from retention...i thought they could do much better as well.
Wait, what email? I received no email. Did you get tracking info?
Retention's not doing deals like they used to. I got a G2 from them for $249 with 16 months left on my contract. For the G2X they (mutiple agents) told me if I wanted to go to VZW, maybe I should. My average bill per month for the past 12 months is $350ish because of international roaming. Once the AT&T deal closes I'm going to take their advice and move back to VZW. By then, VZW will have LTE well implemented and a dual-core Android worldphone. With high-value post paid customer gone, T-Mobile can focus all thier attention on $29 per month prepaid customers which, based on CSR attitude, is what they'd prefer.
They did the 249 for me on 2 g2x. I was at the sprint store.
I would of had a deposit on sprint. So it evened out.
Sent from my GT-I9000 using XDA Premium App
ikarma said:
Wait, what email? I received no email. Did you get tracking info?
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it was an email with a "electronic signature" link that needed to be clicked to confirm the phone. i mean I confirmed my full social, secret code, billing AND shipping address. I dont see why this was even needed. I received no tracking info because it was never shipped.
BarryH_GEG said:
Retention's not doing deals like they used to....... cont'd
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it seems like your right. I mean lets be serious. they KNOW i want the phone. hell I already bought accesorries for it so ya I am going to get it. its just how they went about the whole thing was so wrong i could not believe i was speaking with tmobile. The last guy who offered the free month w/ 2yr extension @ one point said " what do you want us to do?" and not in a helpful way. Like a "we dont care if you cancel;good riddance" kind of way. im still in shock over the whole thing. But its like im trapped. either shake this off and get the phone or go with another carrier, get charged an ETF for breaking contract then getting a higher bill with AT&T, sprint ,etc.
I had a $400 flexpay available which I took... There was on ONLINE form which required me to type in my name.
The only email I got was that my payment went through and it shipped.
Mine said it was supposed to be here Monday so I sold my N1 online. I called last night because it hadn't arrived nor had UPS showed it was even shipped. The lady on the phone told me that online orders were "pre-orders" and the phone wasn't even supposed to ship until Wednesday. I had her and her manager go to the website and tell me where, anywhere, did it say a preorder. I also said people were getting them already and they "assured" me that no one was getting them yet.
I actually had the supervisor cancel the order because I said I'd rather pick it up Wednesday rather then have it ship Wednesday. 20 minutes after I got off the phone, UPS showed it was picked up and scheduled for next day delivery. So I don't even know if they cancelled it or just got it shipped.
Just cancel it and pick one up at the store tomorrow. At this point it isn't even worth fighting with them to get it shipped. I ordered mine Friday with standard shipping and I just got mine a few minutes ago.
Customer retention did me right on today. To make a long story short I have had problems with my Vibrant since day one back in July. From the GPS to the freezing and reboots. T-Mobile has sent me 5 Vibrants since August and when I called on today I asked to speak with a manager. I told them I would like to cancel my account because I spent $500 on a phone and they have done nothing to fix it for me. I told them I tried every GPS fix known to man but none of them worked to my standards. I play golf and use Skydroid so I need the GPS to be pretty damn accurate. It worked fine on my N1 and MyTouch 3g. She then said "I can give you a $200 credit if you upgrade your device." I told her if she looked at my account I haven't been under contract with them for 3 years and have purchased my last 4 devices off contract so what makes you think I want to sign a 2 year contract now with this AT&T merger looming around. She asked me how they could keep me as a customer and I asked her what the value of my used Vibrant was. She told me $354. I then said, "the only way I will remain a T-Mobile customer is if they buy my Vibrant back for $354 and I purchase a G2x off contact for the difference". She put me on hold for 5 minutes and came back and said they would be willing to do that and would ship my G2x tomorrow and after I receive it I have 7 days to return my Vibrant. She even asked me if I would like to pay for the G2x right now or just add the cost to my bill. I chose to pay it now and should have a G2x in my hand by Friday for less than what people are paying to upgrade. Big deal, my Vibrant is gone but I got two cores of goodness for a little over $150 off contract.
Ask for a rep to come bring you a phone immediately. That's how you only paid $100 for the phone with no contract right?
Sent from my LG-P999 using XDA App
jrwingate6 said:
Customer retention did me right on today. To make a long story short I have had problems with my Vibrant since day one back in July. From the GPS to the freezing and reboots. T-Mobile has sent me 5 Vibrants since August and when I called on today I asked to speak with a manager. I told them I would like to cancel my account because I spent $500 on a phone and they have done nothing to fix it for me. I told them I tried every GPS fix known to man but none of them worked to my standards. I play golf and use Skydroid so I need the GPS to be pretty damn accurate. It worked fine on my MyTouch 3g. She then said "I can give you a $200 credit if you upgrade your device." I told her if she looked at my account I haven't been under contract with them for 3 years and have purchased my last 4 devices off contract so what makes you think I want to sign a 2 year contract now with this AT&T merger looming around. She asked me how they could keep me as a customer and I asked her what the value of my used Vibrant was. She told me $354. I then said, "the only way I will remain a T-Mobile customer is if they buy my Vibrant back for $354 and I purchase a G2x off contact for the difference". She put me on hold for 5 minutes and came back and said they would be willing to do that and would ship my G2x tomorrow and after I receive it I have 7 days to return my Vibrant. She even asked me if I would like to pay for the G2x right now or just add the cost to my bill. I chose to pay it now and should have a G2x in my hand by Friday for less than what people are paying to upgrade. Big deal, my Vibrant is gone but I got two cores of goodness for a little over $150 off contract.
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Awesome. This is what retention is meant for. You had a real serious legitimate issue and were considering cancelling. The people that are saying retention isn't doing what they used to are likely people that threaten to cancel whenever they want to get something. T-Mobile sees your history and how often you talk to retention or get deals from them. Eventually they will just call your bluff.
uploder said:
it was an email with a "electronic signature" link that needed to be clicked to confirm the phone. i mean I confirmed my full social, secret code, billing AND shipping address. I dont see why this was even needed. I received no tracking info because it was never shipped.
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Blame your state. That's why this is in place. What other carrier lets you split your phone up in payments? I'll go with.... none. It was their fault for not checking the email addy but come on it is only one more day.
Sent from my HTC Glacier using XDA Premium App
BarryH_GEG said:
Retention's not doing deals like they used to. I got a G2 from them for $249 with 16 months left on my contract. For the G2X they (mutiple agents) told me if I wanted to go to VZW, maybe I should. My average bill per month for the past 12 months is $350ish because of international roaming. Once the AT&T deal closes I'm going to take their advice and move back to VZW. By then, VZW will have LTE well implemented and a dual-core Android worldphone. With high-value post paid customer gone, T-Mobile can focus all thier attention on $29 per month prepaid customers which, based on CSR attitude, is what they'd prefer.
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That's the full discounted price of the phone, so sounds like a good deal they gave you, but they should never had told u to go back to VZW, they should have went thru the bill and lowered it and also gave you an unlock code for your current phone so when you roam internationally you can just grab a pre-paid sim from where ever you are for way cheaper prices.
jimbo831 said:
Awesome. This is what retention is meant for. You had a real serious legitimate issue and were considering cancelling. The people that are saying retention isn't doing what they used to are likely people that threaten to cancel whenever they want to get something. T-Mobile sees your history and how often you talk to retention or get deals from them. Eventually they will just call your bluff.
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i completely agree however im not one of those people who call and complain for every little issue. truth is ive NEVER had an issue with tmobile until this happened. 1st time ever threatening to cancel and 1st time speaking w/ retention.
sk337sk337 said:
but come on it is only one more day.
Sent from my HTC Glacier using XDA Premium App
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the only reason its an issue is because i have no phone @ the moment. (see 1st post) so in the rare case that there was an emergency and I needed a phone id be screwed.If i did still have a phone i'd be annoyed but would have just took it for what it is. A retarded mixup on their part. Which is what im doing
uploder said:
i completely agree however im not one of those people who call and complain for every little issue. truth is ive NEVER had an issue with tmobile until this happened. 1st time ever threatening to cancel and 1st time speaking w/ retention.
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I definitely wasn't calling you out specifically, more just a general statement, or if anyone specifically it was Barry that said they aren't doing what they used to.
Regarding your situation, if they offered you a free month, that is usually the most retention will give as far as financial credits, and it will always require a 2 year contract from my experience (in customer care, not as a customer threatening to cancel).
You really want to go to some crap company over a couple days, when you are the one who ruined your other phone?? And if you are buying this, I am sure you can afford to spend $20 for a prepaid at walmart to give you the basic functionality that is essential. Geesh
uploder said:
it was an email with a "electronic signature" link that needed to be clicked to confirm the phone. i mean I confirmed my full social, secret code, billing AND shipping address. I dont see why this was even needed. I received no tracking info because it was never shipped.
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I was still in contract with 10 months to go for a full upgrade. When I called, I asked about the upgrade. When the CSR told me I didn't qualify for the upgrade I immediately asked how much it would be just to cancel the service. She said "$200" and my reply to her was "Thats it? I may as well just do that then." She right away offered me a full upgrade.
I too had to go along with the electronic signature but my CSR was nice enough to ask me what email to send it to and let me know when it was coming. I feel for you, man. It's a shame that most companies are straying away from quality customer service, especially with consumers that have been long term with the company. I guarantee if you were a new customer, they would have bent over backwards for you.
uploder said:
the only reason its an issue is because i have no phone @ the moment. (see 1st post) so in the rare case that there was an emergency and I needed a phone id be screwed.If i did still have a phone i'd be annoyed but would have just took it for what it is. A retarded mixup on their part. Which is what im doing
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How have you been with tmo that long and don't have a phone laying around? I have at least 3 that I could dig up and throw a sim in.
Sent from my LG-P999 using XDA App
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
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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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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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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Click to collapse
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
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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 "
Sent from my SM-N920T using Tapatalk
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Auto correct
Following link has $100 off any listed smartphone including the V10, so $599-100=$499. Deal is web only. Enjoy!
http://www.t-mobile.com/offer/super-smartphone-deals.html
EDIT: This is offered to new plans/lines apparently, not upgrades or JUMPs. There has been some success in calling 611 to honor it retroactively even on upgrades. However, it is very much YMMV as I went through 3 reps unsuccessfully.
Nice
Can I return my phone to any tmobile store?? I don't want to as I've had no issues and am loving it, but if I can get $100 off, then I'm gonna return it. Reason I asked is because I bought from an authorized tmobile dealer, not corporate, and they said they would charge me a $50 restocking fee. I don't think that's tmobile's policy so maybe I'll try to return it to a different corporate store if possible. I will definitely be calling tomorrow to try and get the discount applied, if not this thing is going back.
Are you kidding me? I paid 100 more 1 week ago and didn't have jump but just signed up.
That makes me wonder if I should return it and buy another? Hmmm restocking fee...
Sent from my pretty nifty brand new LG V10
Damn! I'm on a dealer line and I can't purchase it... What do I do? Should I try to go to a T-Mobile store and see if they would work something out for me or would they just flat out dismiss me because they wouldn't even get any commission...
I might try calling customer service and see what they say.
Sent from my pretty nifty brand new LG V10
Woah, thats about the price I bought my G4 for..
How long does the offer last?
Well shoot... If I didn't have to go through so much nonsense to get it unlocked, I'd be tempted to return mine :/
I think it may be price mistake as I found the price has gone back up to $600.
I cannot seem to make it work. Is it only for on-contracts, doesn't apply to full retail purchases?
BTW, if there is anyone in San Fransisco who bought the phone already but wants to take advantage of this deal (meaning you want to buy again with the new price) please contact me
I just called 611 and spoke a cs rep and they gave me a $100 credit towards my bill since I just bought my v10 a week ago (Oct 30). He couldn't find the promo so I gave him the url. Once he saw the promo, he put me on hold for a couple minutes and went to talk to a higher up, he came back and said they'd give me a $100 credit towards my bill. Good enough for me!
airmcnair06 said:
I just called 611 and spoke a cs rep and they gave me a $100 credit towards my bill since I just bought my v10 a week ago (Oct 30). He couldn't find the promo so I gave him the url. Once he saw the promo, he put me on hold for a couple minutes and went to talk to a higher up, he came back and said they'd give me a $100 credit towards my bill. Good enough for me!
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Click to collapse
I sure hope this works for me!
Sent from my pretty nifty brand new LG V10
http://www.tmonews.com/2015/11/new-...100-off-the-price-of-many-recent-smartphones/
It's time to return mine and stay with G4.
I am so angry!
airmcnair06 said:
I just called 611 and spoke a cs rep and they gave me a $100 credit towards my bill since I just bought my v10 a week ago (Oct 30). He couldn't find the promo so I gave him the url. Once he saw the promo, he put me on hold for a couple minutes and went to talk to a higher up, he came back and said they'd give me a $100 credit towards my bill. Good enough for me!
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Click to collapse
I did the same. Although they "couldn't find" the link.... Ya, right. Got the same credit on the second call, though! Do it people
moSess said:
I did the same. Although they "couldn't find" the link.... Ya, right. Got the same credit on the second call, though! Do it people
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Click to collapse
I just tried. They can't find the link either even though I bave it up on my phone right now. But They are going to call back as soon as web sales opens at 8 am est she said. She was very nice though.
Sent from my LG-H901 using XDA Free mobile app
Quite upset..i have been with T-mobile for over 10 years. I just purchased 2 LG V10's, one on monday (in store) and ordered one (from another store that didnt have any in stock) which just arrived yesterday. I tried the online chat and a phone call and they refused to help me. The rep i spoke to in the chat said the promo is real (cause i sent him the link) but he couldnt do anything for me. He told me to try calling or going back to the store i purchased them from. The rep on the phone said the promo doesnt exist (i even gave him the url) which he said he typed in and it didnt go anywhere (lie). So according to him, since the webpage doesn't exist, there is no promo so he wouldnt help me either. Tell me you can't do anything but don't tell me the link doesn't work when i'm staring right at the webpage.
I don't understand how a company can run a promo and not even have it listed in their system. Yes, i know it happens. I have had to "prove" a promo exists to T-mo before and usually they are very helpful.
Call back and escalate it, speak with a supervisor.
Sent from my LG-H901 using Xparent Skyblue Tapatalk 2
That's a great deal.
Guys, can someone please clarify how to apply to this? I'm clicking the "apply coupon" button and then get redirected to another site where I cannot find any of the phones. Maybe I should be logged in first?
I'm not living in the USA but I do have a friend living there. How can we make him apply to this campaign? I don't know on which carrier he is yet but assuming he's on T-Mo, can he just apply for this promotion, pay 500$+tax and get the phone without paying anything else regarding his plan etc? I don't see the option to buy the phone without any conracts; so this promo forces you to sign up for a long-term contract? (you cannot just retail the phone if you're a pre-paid customer for instance?)
Add:
Nevermind. Contacted T-Mo and they said it has to be a new customer and shall apply for a long-term post-paid contract.
The price is back up to $599 for the V10, can't seem to find any way to get $499.