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Lets start from the beginning.
Earlier in the day, I received an e-mail from AT&T, and I checked it after I reached home. Here is the e-mail:
Cellular Telephone number: 340[edited]
Returns Authorization Number: RMA[edited]
AT&T - Order Status Update
Dear [edited],
On behalf of all AT&T employees, thank you for being a part of the largest
digital network in America. Your replacement order has been received. We
will inform you via email when your replacement order has been shipped.
We look forward to servicing your wireless needs for a long time to come.
Sincerely,
AT&T
NOTE: This is an automated email. Please do not reply to this email.
Replies will not be read.
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I didn't ask for an RMA, let alone even file for insurance. I quickly called up AT&T Business Care and the lady told me that I filed insurance claims for 3 phones on 3 out of the 4 lines on my account, but the RMA number was 'too fresh' to bring back any details. All she told me was that the claim was filed d January 26th, and it might take a few days to process and get the phones.
Still confused, I called up my sleeping dad (only other authorized user) to ask him if he did anything with insurance today. He quickly explained no, and that I was interrupting his sleep...
I logged into OLAM and started chatting with Tech Support, and the rep gave me all the details, saying that I claimed for a Fuze, A737, and A517 today through insurance. 'I' also requested overnight delivery, and he gave me the tracking number to go along with it. I would have the package delivered to an address in MARYLAND!! I live all the way in the Virgin Islands, and I never even been or even know anyone in Maryland. Freaky.
After a good 15 minutes trying to explain that I didn't authorize anything, he basically told me to call Asurion and the Fraud Dept. to solve all my troubles. Of course, Asurion and the fraud dept. are now closed, so I have to wait until morning...
Long story short, someone got a replacement Fuze for free. I hope they treat it well...
*EDIT*
I do have the person's physical address, as they are shipping it there...I already contacted several local and MD police departments, but they said to wait until Asurion gets a hold of FedEx and have it re-routed back. The offender would need my social, phone #, and first and last name get through...
Wouldn't they have to know your Social Security information to access all of that? Either they had this planned out relaly well or some huge erratum.
that's really messed up! I hope things get sorted out for you. if you want you can also file an identity theft report w/ FTC https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en
Update
I got through Asurion and the Fraud Dept. and they stopped and is returning the phones to AT&T...
Whoever filed the claim DID have my Name, phone number and social. My dad and I have the same names (I'm a junior ) but we'll both file a report with the local police department. Ironically, my dad has been and is currently a police for 20+ years.
Asurion WOULD NOT give out the name of who filed the claim in the first place, or any details without a court order, it seems.
Yea but if you have the shipping address and you use Google I'm sure you can find some juicy details on the person trying to ruin your life. (If the guy is a complete moron and used his actual address)
if you send me $100 through paypal i will leave a horse head in there bed for you
^^^LMAO!!!
@ bigb252 - Nice catch, good to see this creep is gonna get what he deserves.
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.
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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
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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.
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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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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
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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.
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Steeltippin said:
Lol @ "John Legend "
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Auto correct
If you pre-ordered from T-mobile, have you gotten your gear vr yet? did you get an ETA on your delivery/shipping from samsung? how long if so?
Thanks
I preordered my phone from t mobile and got it this Monday. But to redeem the GR you need to go here and type your email. But since the phone isn't officially out yet I think that you have to wait until the 4th
As far as i know you can register your device to get the preorder reward a free gear VR. On the t-mobile homepage they give the info that you can register from o8.o3.2o16 until 28.o3.2016.
Gonna try to register mine once i've stopped to smile , arrived about 5 hours ago :laugh:
I pre-ordered mine and got it on the 3rd. i immediately went to samsungs promo page and registered there. got an email saying that it'll take 4-6 weeks for review.
BluDever said:
I pre-ordered mine and got it on the 3rd. i immediately went to samsungs promo page and registered there. got an email saying that it'll take 4-6 weeks for review.
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Yeah that. Pre-ordered mine on 2/26 and got it 3/3 as well.
Pre-Ordered on 02/23 & got mine on 03/01.. Registration was not open until the 3rd for the Gear VR so I did my redemption on the 3rd & am waiting for my 4-6 weeks to pass.
I've been trying to pre order (and buy the phone out right, full price). Since making this thread. 3 days now
I've had nothing but problems, they will not/can't ****ing sell me/upgrade me the phone at full price? WTF. 2 different stores, i give my info they select the free 2 day shipping, blah blah blah, do you agree to this price, blah blah.. SUBMIT.
it charges me 24.99 for shipping and i'm like you selected free shipping. They call customer care and get transferred literally like 6 times at each store, both reps give up and told me to call. I said forget it, i'll pay the 24.99 idc just submit my order. The order gets submitted, then error shipping delay *continue with order?* yes.... error card declined, 4 different cards later, all declined..bruh my accounts stay full and my cards have a limit higher than the cost of this phone...
the lady behind me pre ordered on their monthly phone payment plan and her card went right through no problem. I even called my bank and had them verify my account could handle a huge charge, even told them where i was, what i was doing..still got declined. The bank rep said they would be able to see any declined transactions in the system no matter what, and nothing has shown up as declined on their end, so it must be a connection issue with t-mobile....so i just left
I call customer care myself, get transferred 4 times, they take my info over the phone.. ^ all that happens again.
why is it so gah damn difficult for me to say HEY TAKE MY MONEY!!!!! and them say HERE'S A NEW PHONE. WTMF?!
any of you work for T-mobile? get at me cuz this is major major bs.
HTCMDA said:
I've been trying to pre order (and buy the phone out right, full price). Since making this thread. 3 days now
I've had nothing but problems, they will not/can't ****ing sell me/upgrade me the phone at full price? WTF. 2 different stores, i give my info they select the free 2 day shipping, blah blah blah, do you agree to this price, blah blah.. SUBMIT.
it charges me 24.99 for shipping and i'm like you selected free shipping. They call customer care and get transferred literally like 6 times at each store, both reps give up and told me to call. I said forget it, i'll pay the 24.99 idc just submit my order. The order gets submitted, then error shipping delay *continue with order?* yes.... error card declined, 4 different cards later, all declined..bruh my accounts stay full and my cards have a limit higher than the cost of this phone...
the lady behind me pre ordered on their monthly phone payment plan and her card went right through no problem. I even called my bank and had them verify my account could handle a huge charge, even told them where i was, what i was doing..still got declined. The bank rep said they would be able to see any declined transactions in the system no matter what, and nothing has shown up as declined on their end, so it must be a connection issue with t-mobile....so i just left
I call customer care myself, get transferred 4 times, they take my info over the phone.. ^ all that happens again.
why is it so gah damn difficult for me to say HEY TAKE MY MONEY!!!!! and them say HERE'S A NEW PHONE. WTMF?!
any of you work for T-mobile? get at me cuz this is major major bs.
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Here's an idea...not ideal, but may work. The free shipping may only be with device payments. That being said, there's nothing that says you can't pay off the EIP the first couple days after you get the phone and the EIP shows on your account. I know that doesn't necessarily fix any issues with the CC and their billing, but perhaps in the week or two between now and when the EIP shows, their system will allow the CC to go through?
I don't work at T-Mob, so I can't speak for what is going on. Just figured I'd chuck in my $0.02
I pre-ordered mine 2/23 and got it 2/29.
UPDATE:
I called today and gave it another shot, good ole Kyle at T-mobile helped me out more than anyone else thus far. I'm on that $30 prepaid plan everyone wants on T-mobile. Ultimately Kyle told me to just start a new line of service, pay $50 for a no credit check line, order the phone and cancel service. So that's what we did, I basically just paid $50 more than the total cost of the phones full price, got a brand new line and completed my order and got free overnight shipping (although it's Sunday I'm sure it will still take 2-3 days which I'm cool with). I will probably keep that line active for a month/30 days just to make sure I get my promotional gifts. Then I'll cancel service on that line. As a protection against any future BS, I recorded that phone call and made sure specific questions were answered like no $200 ETF, or any ETF at all, My # won't change and so forth. This guy was much more helpful than previous reps. So, Kyle if you ever read this...thanks man!
TLDR:
If you're prepaid you'll need to go post-paid if you want to pre-order the galaxy S7.
I'll update this again if anything else happens and or when I get my gear vr and free netflix.
Got my phone today!
However, I didn't get a receipt in the package. The only receipt I got was in my email when I purchased the phone. How the hell do I submit that to complete the promotion registration? Screen shot the section that has my name and how much I paid and attach it? Is that what you guys did?
also, will samsung be the ones delivering the netflix code?
HTCMDA said:
Got my phone today!
However, I didn't get a receipt in the package. The only receipt I got was in my email when I purchased the phone. How the hell do I submit that to complete the promotion registration? Screen shot the section that has my name and how much I paid and attach it? Is that what you guys did?
also, will samsung be the ones delivering the netflix code?
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From the offer Terms and Conditions:
Netflix Code is valid for 12 months after redemption and may be applied to existing or newlyformed
accounts. No more than 25,000 Netflix Codes are available in this Offer. Netflix Codes
subject to Netflix Terms of Use. Netflix Codes are available for a limited time, while supplies
last, on a first-come, first-served basis. Netflix Codes will be emailed to verified Participants
at the email addresses provided at the time of registration after verification of Offer Claim
Form. To redeem Netflix codes, a Participant must visit www.netflix.com/specialoffers
and follow the instructions. Netflix Codes must be redeemed by April 30, 2016 or they
will expire
T-Mobile has constantly lied to me about my BOGO reimbursement. I called them over 30 times over the past few months. The first person told me they would call me the following Wednesday and did not. I called them back the Thursday after and they representative told me that the records show that they called me back and explained to me why I couldn't get my reimbursement already which was a complete lie. So that person told me they would call back in a few days. They didn't. I called back and they told me the same ****. I called back and demanded a supervisor, then that person got on the phone and I demanded to talk to their supervisor. Then I told him I was recording the call, he acknowledged that and said OK. I then explained everything and he researched and apologized for the trouble and that he can see that there was an error on T-Mobile's part. He then put me on hold and came back and apologized again and told me that he will make sure I am reimbursed for the full amount of the phone. A week later still nothing on my account and then they turn my lines off (I'm not giving them any more money when they owe me 800 bucks). I call them back and tell them again and they tell me the call is recorded and I tell them the same. They tell me to stop recording or they will hang up. So I have to demand to talk to a supervisor and argue with him about recording the call and he finally looks into the situation. So they credited my account the 100 bucks left on the EIP and thought that was enough.
T-Mobile is the most shady company I have ever dealt with. Lucky I have a family member who is a lawyer I guess.
I've been with them for 13 years with 6 to 8 lines and haven't had any issues. Sorry to hear your troubles
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Sorry man I been with them for some years as well and anytime I've had an issue they fixed it. I did not receive my prepaid card and called t-mobile so they paid it off while I was on the phone. But man your situation sucks.
I would try twitter. I reached out to them after my claim was denied and they ended up sending me double what I was supposed to get. That's some first rate service right there.
Try twitter. They respond within minutes.
try emailing john legere
Could you explain what you did wrong to not get reimbursed? If you follow the guidelines set forth on the BOGO offer I'm sure you would have gotten reimbursed by now.
I took advantage of the offer and even though the reimbursement card took a long time to be mailed, I did get it.
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T-Mobile is really good about listening to their customers. I got the BOGO, VR Headset too. The Oculus credit didn't show right away so they credited my acct $100 for the trouble. Then the J7 promo came out and my plan was too good to be eligible. Nope. I called and they gave me a credit for the price of the phone and sent it to me anyways. Best mobile phone company period.
KillaHurtz said:
T-Mobile is really good about listening to their customers. I got the BOGO, VR Headset too. The Oculus credit didn't show right away so they credited my acct $100 for the trouble. Then the J7 promo came out and my plan was too good to be eligible. Nope. I called and they gave me a credit for the price of the phone and sent it to me anyways. Best mobile phone company period.
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It all depends on the rep you get on the phone. Just remember they are people too, chat them up, ask them how they are doing today. Talk about the weather, tell them how much you love t-mobile. You almost need to let them know that they can make or break your day. Let them hear disappointment in your voice but remain non-hostile. People will go above and beyond to help others when they feel like their actions will make a difference.
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Do a chargeback fuk tmobile
I did nothing wrong. I've had multiple supervisors tell me they found where T-Mobile screwed up. I ordered 2 phones, a black one for me and a silver one for my gf. The silver one was on backorder. The first T-Mobile rep that actually researched this told me the mistake was that the phones needed to be ordered at the same time and the system put them as being ordered on different days because of the backorder.
I have had many T-Mobile reps straight lie to me. Lied about calling me 3 times, made up fake notes of what was said in the conversation and the reps who have told me this refused to confirm the call by looking up my call record saying "I don't know what good that will do, I will help you from here". It will do a lot of damn good. Find out they lied and fire them. Am I wrong for thinking that behavior is unacceptable?
Send an email to [email protected].
I had the run around about getting reimbursed for an iPhone 6S that I returned back because the store rep ordered the wrong phone for me. I wanted an iPhone 6S Plus but the store clerk put in an order for an iPhone 6S instead. I returned the 6S and re-ordered the 6S Plus but ever got reimbursed for the 6S because they couldn't find it in their warehouse even though the tracking number said it was delivered to them. I emailed them at [email protected] and the rep contacted me and just refunded me on the spot.
Just go on Twitter to John legere and spam him.
I was declined the bogo, as soon as I found out, I went on Twitter. They gave me the full 700+ as credit on my account. Turns out I was the first to actually get something for the bogo as the cards hadn't gone out yet.
So after my lawyer finally got in contact with them they finally gave me my money. They tried to tell my lawyer that the phone conversation we recorded with them promising us money was illegal which since they tell you the call is being recorded that means all parties are aware and concern to recording.
I love T-Mobiles service but this was ridiculous.
Thanks for the advice.
Hello Forum,
I'm interestted in the S10 preorder offer and I've been contacting Samsung customer service to get some info about the trade-in program and their answers has been completely contradictory. I've called at least 4 times and every time I received a different answer.
My case is that I have an S8+ that I would like to trade, I have this phone with tmobile under an EIP and still have some payments left on it.*In the trade-in FAQ here:*https://www.samsung.com/us/trade-in/frequently-asked-questions/* ...... you can read:
"The device I’m trading in is one that I bought using an equal payment or other financing plan, and I still have payments left on it. Can I still trade it in?
Yes – however, please note that all remaining payments on the device you’re trading in are your responsibility. You may also be subject to additional fees. Check with your current carrier for details."
However, every time I talked with the customer servive reps at Samsung they give me a differet answer, some says that I have to pay in full, another say no need, other say they can not guarantee that I will meet the requirements ..... whats happening here?? Its really confusing and I'm shocked with the lack of knoledge and / or training of the Samsungs CSRs.*
Anyone can help, PLEASE?? Anyone with a real experience about this matter?? I would appreciate any input ....... Thanks a lot!!
I'm wondering the same. Cant pass up $550 for a note 8 trade in. Sounds to good to be true. I went ahead and ordered and will take my chances. If they low ball me or wont take it then i'll have them send it back. I could send my s8+ but they only want to give $200 or maybe its $300 for that. It's paid for from ATT and sim unlocked. I'd rather keep that around as a spare. It's worth $300. The note 8 is not worth $550, hopefully they'll take it. It's still on someones ATT account because they wont let me unlock it. Said i still owed. I bought it new in box for $50 right before the Note 9's came out lol. Been using it as my daily driver. Someone probably got the buy one get one free deal then decided they wanted some Crack too. In the right place at the right time.
gunner007dc said:
If it's under an EIP, then you can trade it in. (Logic is you technically own the device, just being financed) However, once traded in, your monthly fee for the device is still due each month even though you no longer have the phone. (Until it's paid in full) So at some point you will need to pay off the phone regardless
If you're under something like JUMP by t-mobile, these types of phones are considered leases, and are ineligible for trade-ins due to the fact they need to be returned to the provider at the end of their terms.
As far as requirements, mainly that the IMEI / ESN are clean. If at some point you failed to continue making payments or such and the device is blacklisted, they may deduct/charge back/return device.
It also depends if you plan on staying with T-Mobile or not. You'd be unable to port out your number with a EIP attached to it without paying off the device in full.
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Thanks for the reply ...... Today I received an email from Samsung regarding my reservation and they are calling the trade-in program "enhanced trade-in", any idea of what does it mean? its just another Samsung promotional tactic??