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I'm on day 29 of my 30 day buyers remorse. Still love the phone but the GPS issues irk me. Also the fact that I paid $199 while others are getting it for free bugged me. So, I dialed 611 and spoke to an agent. They informed me that they are aware of the GPS issue and then transferred me to a acct negotiator rep ( or whatever term they are using).
I explained to them that my 30 days was nearly up and the GPS issue still hasn't been resolved. Also that I was irritated that I paid 199 while other stores were giving the phone away for free. (I then suggested that maybe AT&T gave the phones away because they knew about the GPS issue). I said I was thinking of taking it back and going with a different provider. They then came back and offered my a $199 credit and if I wanted to I could talk to a top level tech about adjusting my GPS. I took the credit but there obviously was no point in talking to the top tier tech rep.
so yea for me, a free Captivate + taxes. And I suppose the GPS fix will be out in a month or so. Really the GPS is the only issue that's bugging me now...
did they have to get into your phone in any way?
if thats the case it might be worth a shot.
iamamp3pimp said:
did they have to get into your phone in any way?
if thats the case it might be worth a shot.
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nope. they just said 'thanks for being a loyal customer'... i don't think they can just "get into my phone" anyway, can they? This was all over the phone, I didn't go into a store or anything.
Too bad in Ga the remorse period is only 20 days...didnt work for me
Sent from my SGH-T959 using XDA App
I tried and didn't work for me. She just said that I will still have an 11 month warranty so if the phone still has problems 11 months from now I can exchange it for a brand new one... for free. I asked her to clarify that I wouldn't need to pay for anything and she said absolutely not. She said she would "note it" on my account that I can exchange the phone for the exact same one for up to the next 11 months.
Darn.. I wanted a free phone though.
Yeah I ended up taking mine back (I paid the full price so I can keep my month to month in case I want to jump at some point), but seeing that we can get them for free makes me think that once Samsung fixes this issue and (hopefully?) we get 2.2 I will go ahead and snag one of these again.
wow they just told me I could not extend the buyers remorse period and that if I don't like the performance of the phone I should return it. and that is that. I said but ATT doesn't have any android phones on par with the captivate... but verizon does and he says then maybe I should go with verizon. if that is what will make me happy because they want happy customers.
Edit:
This has really got me thinking hard about jumping ship now... My sister just got an HTC Incredible on Verizon and she loves it.... I know its not quite the galaxy S but hey with a fully functional aGPS and a Froyo update around the corner who is going to notice the difference. Maybe I can family plan it up with her.
There's a bunch of folks that have been doing the same thing, and most HAVE received some kind of credit back. I tried last night, and jumped through a number of hoops, making it almost not even worth all the hassle, but this afternoon I was credited $100 to my account. I've heard anywhere from 100-199. I guess it all depends on the manager you are speaking with at the time.
They technically do not have to give you a credit back, because essentially it is price matching, which they do not do. So hopefully those that are planning on trying, get a customer service rep and or manager that is in a GOOD mood.
What if we bought the phone through best buy? Can we still talk to att about the issue?
Sent from my GT-I9000 using XDA App
I bought mine through amazon wireless... and yes they asked where I bought it. so it might matter to your success in getting a credit if you went direct through att... If I return I have to return to Amazon and then deal with ATT for the service plan restructure.
the warranty is a year I believe so you can probably do a 1:1 swap as was stated above.
-p
Just remember that warranty replacements are refurbished units, not new ones...
replacing a year old unit with a refurbished unit sounds good to me.
acandia007 said:
What if we bought the phone through best buy? Can we still talk to att about the issue?
Sent from my GT-I9000 using XDA App
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I actually bought mine from best buy. They didn't ask me where I bought it.
I tired and the lady was like totally ignoring what I was saying. She was like well if you want you can take back to the store and get a refund. I was like whatever!
She looked up the GPS issue in the system and all it had was to enable use wireless networks. I was like that only enables cell tower location, doesn't help with GPS issues. System had nothing about a update or anything. So odd you find variations. This was the business premier services too. So tempted to change carriers but after 12 years .... You would think they would take care of you. Last time I called though they gave me 3000 roll over minutes so I guess I can't complain.
You must be like my friend and have an ability with dealing with companies... lol.
sorry to thread jack but where are people getting free captivates from? does anyone know if any of those places allow you to keep your unlimited data plan?
soul4rent said:
sorry to thread jack but where are people getting free captivates from? does anyone know if any of those places allow you to keep your unlimited data plan?
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Originally walmart.com (letstalk.com) had it for free and then went to $99. Most places I have seen for $99. tigerdirect.com mypoints.com, cellstore.com, are all $99. I think you can keep your dataplan, one of the sites had a wizard that would check your account, I think it was tigerdirect.
I called them and was able to get a $75 credit to my account. I was out of my 30 days as well. I told them that I used it to log when I go out running, and my routes were choppy and it was recording that I was running mcuh more than I actually was. I made the comment that if it was a $50 phone, like I see it advertised at some places, I wouldn't have as big an issue, but seeing as it was $199, I expect it to work how it's advertised.
I have no issues with my GPS...takes a few seconds to lock on but it's not a big deal to me
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
I've been watching for some really spectacular deals to replace a few phones. Finally saw the Epic for $0.01 today. I'm eligible for upgrades on a few lines, so I tried. The short version is that since I've got some service discounts on my account (doesn't everybody?), they can't complete the transaction.
No override, no way.
BS.
Sent from my EVO4G using XDA App
I would call again, you should be able to get the phone even if you have discounts on your account. I've been able to do it before, but that was a year ago.
Talk to someone else.
I did call back and spoke to someone much more helpful.
They couldn't do anything right now, but put notes on my account so that I can try again tomorrow. Confirmed that I was eligible for the upgrades.
So I called up T-Mobile yesterday(day the One S was released) and immediately asked for the Retention department. I was forwarded over and spoke to a sweet young woman. I explained that I was still on contract for a few months but I was thinking of canceling. I explained that I have no service the moment I walk into my apartment and randomly where I sit at work. Which is true but I went on to say that I've been using WiFi calling successfully. Although, having to resort to that is frustrating.
I told her I was offered a free phone(Samsung Galaxy Nexus), no activation fee, and $35 less in charges per month if I were to switch to a work plan with Sprint(That last part being a fabrication). She quickly responded that she could offer me a better deal. I could tell that while I was explaining the situation, she was looking through my account and saw that I have been a customer of T-Mobile for just about 7 years. She took a moment to gather approval.
She came back on the line to ask which phone I wanted. I humbly spoke of the One S and she puts me on hold again. She comes back to offer me a lower rate plan than what I pay now, with a higher data limit. She continues to say that the cost of the phone for me would be close to $300 but she had applied a $250 credit on the account so that I will only have to pay $29.18. She even applied that charge to next months bill, and if that wasn't enough, she backdated the rate plan to save me just about that amount on this months bill. So I'm basically getting the HTC One S for mere dollars added to my next months bill.
So essentially, this is just another example of how far T-Mobile will go to satisfy their loyal customers and is further proof that they deserve all those J.D. Power & Associates awards for excellence in customer service.
Android Enthusiast first, T-Mobile Spokesperson second,
Want a cookie?
Sent from my HTC Sensation XE with Beats Audio Z715e using XDA Premium App
good price.
i have been with TMo for over 12 years. they didn't want to give me a full early upgrade (I had 3 months left). I told them that I was ready to cancel and move to AT&T. She forwarded me to customer care and they worked out a price on the HTC One S. I'm not too thrilled with it, but it's not too bad.
$249+activation+tax+shipping = $290. That's what they wanted. I told them that Walmart had it for $198. WTH. They applied a $100 credit and now the total is $190. With the $50 rebate, comes out to $140.
Still TMo could have done better. I have two lines and a data plan. Was hoping TMo would take customer loyalty into consideration even more. Oh well, I am ready to jump ship next time. screw loyalty.
Sometime those hard to believe. I was once on a VERY thin line of canceling Tmobile and moving to Verizon (wife gets 20% discount there and her Tmo doesnt work at work due to ****ty building penetration). I have 2 lines and have been a customer for 6 years. Retension department wouldn't give me ANY deal on anything, they just forwarded my call to cancellations department.
On top of this when I was trying to order One S yesterday (I am ONLY 10 days away from my full upgrade by the way) 3 different customer service reps told me 3 different things. I ended up paying $260 with tax + activation fee + shipping and no rebate (or had a choice to pay $300 + get $50 rebate). I have to mention that I did get a line credit for $80 bucks few days ago for roaming mix up where I had to pay Tmobile extra $150 < I still dont know if it was my fault or Tmobile...basically I used Wifi-calling in France to call USA and somehow all my calls were charged roaming fees (And I do know how to use Wifi-calling)
I hate Tmobile reps, their lies, and their new stupid automatic answering service
HTCMario said:
good price.
i have been with TMo for over 12 years. they didn't want to give me a full early upgrade (I had 3 months left). I told them that I was ready to cancel and move to AT&T. She forwarded me to customer care and they worked out a price on the HTC One S. I'm not too thrilled with it, but it's not too bad.
$249+activation+tax+shipping = $290. That's what they wanted. I told them that Walmart had it for $198. WTH. They applied a $100 credit and now the total is $190. With the $50 rebate, comes out to $140.
Still TMo could have done better. I have two lines and a data plan. Was hoping TMo would take customer loyalty into consideration even more. Oh well, I am ready to jump ship next time. screw loyalty.
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I kinda of disagree with you here. You signed a 2yr contract, and despite being a longtime customer, you're fully aware you're not due for an upgrade. As such, they SHOULDNT offer you a full upgrade. However, they typically will offer you a discounted upgrade. So you were ready to cancel and pay an Early Termination Fee? I don't see how you're upset, since they were nice enough to offer you something. The other carriers would've told you to pay full price or hit the road with the ETF.
It sounds like you're not having a case of "screw loyalty", but instead, "screw signing 2 year contracts". Were you really surprised at the result?
I see people arguing about contractual obligations and how the carrier can screw you over, but what about YOUR obligation to follow the terms and the period length?
nickmv said:
I kinda of disagree with you here. You signed a 2yr contract, and despite being a longtime customer, you're fully aware you're not due for an upgrade. As such, they SHOULDNT offer you a full upgrade. However, they typically will offer you a discounted upgrade. So you were ready to cancel and pay an Early Termination Fee? I don't see how you're upset, since they were nice enough to offer you something. The other carriers would've told you to pay full price or hit the road with the ETF.
It sounds like you're not having a case of "screw loyalty", but instead, "screw signing 2 year contracts". Were you really surprised at the result?
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can i piss and moan without having logic thrown at me?
HTCMario said:
can i piss and moan without having logic thrown at me?
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Hey, it's better than the guy below your post who couldn't wait TEN days. Yes, 10 days. Let's count them: 1,2,3,4,5,6,7,8,9.....TEN, bingo eligible for upgrade. Jeez
nickmv said:
Hey, it's better than the guy below your post who couldn't wait TEN days. Yes, 10 days. Let's count them: 1,2,3,4,5,6,7,8,9.....TEN, bingo eligible for upgrade. Jeez
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I should be more clear, I WAS eligible for an upgrade. When I got $80 account credit few days ago, rep noted on my account that I will be eligible for full discount upgrade on 25th instead of May 5th.
One of the reps from retensions then lied to me that I was not, and he doesnt see it noted on my account, rep before that said that I do have a full discount. In total I made 4 calls and got 4 different results (1 rep just had no idea what to do and transferred my call to some private voice mail)
I just renewed my contract with a grandfathered plan and Corp discount. I was able to get 3 phones, all HTC One S for a total of $200. They basically offered the phones for $199 each with no rebates, then offered initially a $250 total discount which I was able to get them to add another $150 discount. So it's $600 for the 3 phones - $400 credit. The credit shows up already on my account.
I thought about waiting for the S3 but I liked the One S in stores.
Now I am thinking of using the trade-in offer to send a couple of old phones. I am not sure if I am still eligible or not.
The upgrade, activation and shipping fees were waived. I had the $20 preferred android plan on one line. It is supposed to be ulimited but in relaity it has a "soft" limit of 5 GB.
My other 2 lines had the $5 web2go data plan offered by retention 2 years ago and it worked great with iPhones. The 2 lines were switched to the same $20 5GB plan.
Just a note, I called retention twice . My first offer was to pay $350 for 3 phones which I didn't accept and the second time the CSR was more willing to get a better deal and upped the credit.
I also got $10 off my monthly plan for 24 months.
Can't complain.
here's T-Mobile's link to get $100 trade-in for any smartphone or $200 for any iphone.
mytradeins dot com
Not bad. I pulled off something very similar last year to get the G2x on full upgrade pricing despite being only a year into my contract, using the AT&T merger and a threat to move to Sprint as bargaining chips. Got that, and got the One S for full upgrade pricing this year by helping them get some conquest customers from Verizon.
I just got my One S today and came from an SGS2 on T-Mo, all I have to say is wow. Everything about the phone is wonderful. What a well crafted piece of tech. Love this phone. Sense 4.0 is so much nicer than TWiz. My 2 cents.
Does this really work?
dangabob13 said:
So I called up T-Mobile yesterday(day the One S was released) and immediately asked for the Retention department. I was forwarded over and spoke to a sweet young woman. I explained that I was still on contract for a few months but I was thinking of canceling. I explained that I have no service the moment I walk into my apartment and randomly where I sit at work. Which is true but I went on to say that I've been using WiFi calling successfully. Although, having to resort to that is frustrating.
I told her I was offered a free phone(Samsung Galaxy Nexus), no activation fee, and $35 less in charges per month if I were to switch to a work plan with Sprint(That last part being a fabrication). She quickly responded that she could offer me a better deal. I could tell that while I was explaining the situation, she was looking through my account and saw that I have been a customer of T-Mobile for just about 7 years. She took a moment to gather approval.
She came back on the line to ask which phone I wanted. I humbly spoke of the One S and she puts me on hold again. She comes back to offer me a lower rate plan than what I pay now, with a higher data limit. She continues to say that the cost of the phone for me would be close to $300 but she had applied a $250 credit on the account so that I will only have to pay $29.18. She even applied that charge to next months bill, and if that wasn't enough, she backdated the rate plan to save me just about that amount on this months bill. So I'm basically getting the HTC One S for mere dollars added to my next months bill.
So essentially, this is just another example of how far T-Mobile will go to satisfy their loyal customers and is further proof that they deserve all those J.D. Power & Associates awards for excellence in customer service.
Android Enthusiast first, T-Mobile Spokesperson second,
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Did the same thing a week ago to get my amaze for free. Gave me a 250 dollar credit on my bill. Im on value plan so 200 took care of the phone and taxes down payment, and the other 50 went towards my next month bill. I have a 27 dollar bill next month. I didnt even say I was leaving. I just said I wanted a new phone. She said I have been a customer for 5 years and she would be glad to help me out.
So now I have the amaze. Had a problem with my first one, and I am still in buyers remorse, so there sending me another one tomorrow. Now I have 20 more days to mess with these phone and if I dont like it, all I need to do is pay 50 bux and they will send me the S.
Win Win
This is interesting. I may call them tomorrow because I am eligible to upgrade my line as a part of my family plan. ATT also offers employees of my company a 20% discount on monthly plan. We have 4 lines on our tmobile family plan... 2 are not under contract, 1 is under contract until the 29th, and the other is under contract until September. Maybe I can argue with ATT tomorrow that two are still under contract, but we will pay the disconnect fees (really just one after this weekend) and see what kind of deal they can offer on 4 phones (2 htc one x, sgs2, and a stupid free phone), and then call tmobile to work something out.
I think the ideal situation would be ATT offers me a plan and the phones with a price, and I present it to tmobile as a deal, and receive free phone upgrades for each line. This is farfetched, but if they want to keep our service, what else could they do?
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ITALIANNYC said:
Did the same thing a week ago to get my amaze for free. Gave me a 250 dollar credit on my bill. Im on value plan so 200 took care of the phone and taxes down payment, and the other 50 went towards my next month bill. I have a 27 dollar bill next month. I didnt even say I was leaving. I just said I wanted a new phone. She said I have been a customer for 5 years and she would be glad to help me out.
So now I have the amaze. Had a problem with my first one, and I am still in buyers remorse, so there sending me another one tomorrow. Now I have 20 more days to mess with these phone and if I dont like it, all I need to do is pay 50 bux and they will send me the S.
Win Win
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What a delay...you are clearly going to get the One S ...stop wasting time.........jeez. So when you call back on the 19th day and "decided" to go with the one S and the $50 doesnt apply you'll come back and bash t-mobile.............and to clarify. Its consumer to business...the.reps.discretion is.what makes.us.happy or dissatisfied.not."The Company"
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bipoler said:
What a delay...you are clearly going to get the One S ...stop wasting time.........jeez. So when you call back on the 19th day and "decided" to go with the one S and the $50 doesnt apply you'll come back and bash t-mobile.............and to clarify. Its consumer to business...the.reps.discretion is.what makes.us.happy or dissatisfied.not."The Company"
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Of course the 50 applies. I had a credit of 250 posted to the account and 200 of it went towards the down payment of the amaze ( 149.99, 49.99 tax ). The other 50 went towards next month bill. For me to get the ONE s, I need to pay an extra 50 because the Down payment for the ONE s is 199.99, not 149.99. I been with T-Mobile for 5 years and just signed a new 2 year contract. I dont have any reason to bash them.
Is this Tmobile USA? If so, how did you get passed the automatic menu to a customer retention rep?
Sent from my HTC_Amaze_4G using XDA
I was also able to get enough credits to get the one s for free since they said I'm a valued customer for 5yrs
Just tried this and TMobile says that I'm on value plan so no discounts at all! I have to pay $599 retail price.
So much for being a "valued" customer for 7 years.
Sent from my HTC_Amaze_4G using XDA
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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Click to collapse
While I like how they have made social networking an integral part of the customer experience, it shouldn't even come to that. I just think about those baby boomers who wouldn't even consider that route because it is outside of the normal way of doing business.
I had an issue where my IMEI was reported as stolen and the note on my account was "Locked for insurance" but there was no type of order number, no phone ordered and not to mention the damn phone wasnt stolen or broken. It was in its original box because I eventually purchased a Nexus 4. So when I got around to looking at selling my phone I popped my sim in and much to my surprise I could not connect to the network.
I went into a store that was near me because I used to enjoy face to face tech help over someone on the phone treating me like a dimwit and reciting "pull battery, airplane mode, restart" from a script through two levels of tech support.
You know what T-Mobile offered me? They offered to sell me an iPhone 5 when I was trying to figure out why the phone I opened my account which was not working. The one I still happened to be paying an EIP on.
So I went home and called tech support and the woman on the phone asked me if I could prove where I bought the phone. Well there have only been two phones on the account and the one in question was the one I opened the account with. Like are serious you can't pull that type of information up in the system.
Finally it took 4 days of flopping between tech support, all levels of management between asurion and t-mobile and an angry tweet finally got someones attention.
Long story short, I love that help is a tweet away but please for the love of god don't slack on telephonic and in-store support.
All this work for a damn HTC One S
i hear ya..it should be easier.
When I went to the t-mobile store to buy the note 5, they put me on Jump on demand without even asking. I didn't want that plan. So, I went the next day to change to a normal EIP, and long story short, I had to return the phone and buy a new one. Which meant paying a 50 restocking fee.
Now here's the thing. Before going to the store, I called customer service and they told me I wouldn't have to pay the restocking fee because it was their mistake. So, I emailed John Legere and he forwarded it to the right department. Long story short, got refund for restocking fee and customer service is pretty good if you reach the right department like T Force.
XxKINGxX2580 said:
When I went to the t-mobile store to buy the note 5, they put me on Jump on demand without even asking. I didn't want that plan. So, I went the next day to change to a normal EIP, and long story short, I had to return the phone and buy a new one. Which meant paying a 50 restocking fee.
Now here's the thing. Before going to the store, I called customer service and they told me I wouldn't have to pay the restocking fee because it was their mistake. So, I emailed John Legend and he forwarded it to the right department. Long story short, got refund for restocking fee and customer service is pretty good if you reach the right department like T Force.
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Click to collapse
The disconnect is insane. I had a similar situation and the phone support said I should not be paying for an over charge and the store needs to refund me. No questions. And I damn near had to cut someone's head off to get them to call Tmobile to verify. I make a point now that if I call in I get everything noted on the account. They way they can dispute the word of the fellow Tmo employee and not me.
Sent from my SM-N920T using Tapatalk
pcriz said:
While I like how they have made social networking an integral part of the customer experience, it shouldn't even come to that. I just think about those baby boomers who wouldn't even consider that route because it is outside of the normal way of doing business.
I had an issue where my IMEI was reported as stolen and the note on my account was "Locked for insurance" but there was no type of order number, no phone ordered and not to mention the damn phone wasnt stolen or broken. It was in its original box because I eventually purchased a Nexus 4. So when I got around to looking at selling my phone I popped my sim in and much to my surprise I could not connect to the network.
I went into a store that was near me because I used to enjoy face to face tech help over someone on the phone treating me like a dimwit and reciting "pull battery, airplane mode, restart" from a script through two levels of tech support.
You know what T-Mobile offered me? They offered to sell me an iPhone 5 when I was trying to figure out why the phone I opened my account which was not working. The one I still happened to be paying an EIP on.
So I went home and called tech support and the woman on the phone asked me if I could prove where I bought the phone. Well there have only been two phones on the account and the one in question was the one I opened the account with. Like are serious you can't pull that type of information up in the system.
Finally it took 4 days of flopping between tech support, all levels of management between asurion and t-mobile and an angry tweet finally got someones attention.
Long story short, I love that help is a tweet away but please for the love of god don't slack on telephonic and in-store support.
All this work for a damn HTC One S
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Click to collapse
This is a huge problem with Tmobile. Not only that, they act like retail stores and customer service are 2 completely separate companies. If you purchase a phone online or over the phone, the store will not help you and vice versa.
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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.
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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.
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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.
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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.
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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 "
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pcriz said:
While I like how they have made social networking an integral part of the customer experience, it shouldn't even come to that. I just think about those baby boomers who wouldn't even consider that route because it is outside of the normal way of doing business.
I had an issue where my IMEI was reported as stolen and the note on my account was "Locked for insurance" but there was no type of order number, no phone ordered and not to mention the damn phone wasnt stolen or broken. It was in its original box because I eventually purchased a Nexus 4. So when I got around to looking at selling my phone I popped my sim in and much to my surprise I could not connect to the network.
I went into a store that was near me because I used to enjoy face to face tech help over someone on the phone treating me like a dimwit and reciting "pull battery, airplane mode, restart" from a script through two levels of tech support.
You know what T-Mobile offered me? They offered to sell me an iPhone 5 when I was trying to figure out why the phone I opened my account which was not working. The one I still happened to be paying an EIP on.
So I went home and called tech support and the woman on the phone asked me if I could prove where I bought the phone. Well there have only been two phones on the account and the one in question was the one I opened the account with. Like are serious you can't pull that type of information up in the system.
Finally it took 4 days of flopping between tech support, all levels of management between asurion and t-mobile and an angry tweet finally got someones attention.
Long story short, I love that help is a tweet away but please for the love of god don't slack on telephonic and in-store support.
All this work for a damn HTC One S
Click to expand...
Click to collapse
Yes, I totally agree plus I think that just looks worse on T-mobile's part because not only do you have a pissed off customer but now you have one and everyone else can see it. When I left Sprint for T-mobile I went on their Facebook page to post comments on why I was was leaving and their whole page was just full of rant after rant. That's mainly what people do on social media to big companies, they want to voice their anger where everyone can see it. It's like every 50 negative posts you'll find one positive. Lol
Trust me.. Next time you have any issue just use T-force. Don't waste your time on hold for 45 minutes or dealing with some bozo in the store. They are way easier to deal with.
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Steeltippin said:
Lol @ "John Legend "
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