Return policy question for Reps please
Thanks for taking the time to read this:
here is my situation:
My family has Tmobile and 5 lines, and now I wanted to get a seperate account. I wasnt sure if the service would work in my apt or not so i opted for the trial. I originally wanted to start at the 19.99 plan jsut for testing purposes, but the sales rep mentioned that if i wanted to upgrade in the future it would be easier to start at the 39.99 plan (this is all at an official tmobile store). Now i specifically mentioned that I would cancel if I didnt get service at my apt or at school (the dental school lab is in the basement so Its hard to get service)... he assured me that this would not be a problem. I asked if I woudl incur ANY charges and he said no, nothing would ...
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here is my situation:
My family has Tmobile and 5 lines, and now I wanted to get a seperate account. I wasnt sure if the service would work in my apt or not so i opted for the trial. I originally wanted to start at the 19.99 plan jsut for testing purposes, but the sales rep mentioned that if i wanted to upgrade in the future it would be easier to start at the 39.99 plan (this is all at an official tmobile store). Now i specifically mentioned that I would cancel if I didnt get service at my apt or at school (the dental school lab is in the basement so Its hard to get service)... he assured me that this would not be a problem. I asked if I woudl incur ANY charges and he said no, nothing would ...
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sorry forgot to mention that im in the central ohio area if that makes any difference regarding anything. and sorry for the typos i was in a hurry 🙂
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Unfortunately, the charges are valid per your contract agreement. If the dealership promised a "free trial" you will need to dispute these charges thru them. Customer care isn't at liberty to waive charges that were agreed upon by you signing the contract. As far as you telling your family to cancel because of your experience, that's non-sense. Why should your (unfortunately) bad experience be a reason for someone else to cancel? Let them decide for themselves if it is a choice they wish to make. In your case, I agree with your decision to cancel as it is important to have service that is reliable in the areas you need. However, back to the poitn of this thread...you entered into a contract which is legally binding. A dealers word is not leg...
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yes but Im also disputing the clarity of the contract. it does not clearly state i will be charged a prorated amount, it jsut says service charges and airtime, which are pretty ambigious. the way to calrify this would be to ask a rep, which i did, and because of this i was misled.
if someone could point out to me where it mentions them charging a prorated amount based on days used id promptly drop my case
if someone could point out to me where it mentions them charging a prorated amount based on days used id promptly drop my case
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oops forgot to clarify my stance on cancellations...
these bad experiences ive had are a good reason for my family to cancel, since im usually the one who they turn to regarding matters like these. i have no trust in tmobiles word anymore because they dont stand by their own reps and the reps dont take responsibility.
for me thats a company i dont want my family dealing with. for all i know tmobile may bill them incorrectly and refuse to fix the problem.. yes this could happen with any carrier but i have personal experience with tmobile handling my concerns and the rudeness of their staff.
but i guess u get what you pay for (or what they ask for), tmobile is cheap compared to other carriers so i shouldnt expect quality receptio...
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these bad experiences ive had are a good reason for my family to cancel, since im usually the one who they turn to regarding matters like these. i have no trust in tmobiles word anymore because they dont stand by their own reps and the reps dont take responsibility.
for me thats a company i dont want my family dealing with. for all i know tmobile may bill them incorrectly and refuse to fix the problem.. yes this could happen with any carrier but i have personal experience with tmobile handling my concerns and the rudeness of their staff.
but i guess u get what you pay for (or what they ask for), tmobile is cheap compared to other carriers so i shouldnt expect quality receptio...
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Here's the deal..
Not only are you charged the prorated version of the bill, but you are going to catch an activation fee also becuase you used atleast one minute.
If the guy at the store told you no charges would be incurred then just stand at the store an don't leave until you are satasfied.
On the other hand.... Can you think of any other regularly billed service such as DSL, Cable Internet, or anything else that wouldn't do the same thing. Say you signed up for DSL and canceled it the next day. Well they are still going to prorate your charge for that one day.... look at the bright side just thank god you didn't do this with cinular... you would have a FULL month of service to pay for. They don't even know what prorated means....
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Not only are you charged the prorated version of the bill, but you are going to catch an activation fee also becuase you used atleast one minute.
If the guy at the store told you no charges would be incurred then just stand at the store an don't leave until you are satasfied.
On the other hand.... Can you think of any other regularly billed service such as DSL, Cable Internet, or anything else that wouldn't do the same thing. Say you signed up for DSL and canceled it the next day. Well they are still going to prorate your charge for that one day.... look at the bright side just thank god you didn't do this with cinular... you would have a FULL month of service to pay for. They don't even know what prorated means....
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page 1 of your contract right above where you initialled taht you read it... "YOU MUST pay all and service and other cahrges incurred prior to cancellation or return." also located in paragraph 6 in the 2 page LONG contract form...
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justinwilliams said:
Here's the deal..
Not only are you charged the prorated version of the bill, but you are going to catch an activation fee also becuase you used atleast one minute.
Incorrect. Cancellations during the buyer's remorse period will not be charged the activation fee, only the prorated monthly service charges.
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From the Terms and Conditions on the TMobile web site:
Cancellation and Return Policy. There is a Return Period during which you can cancel a newly activated line of Service without paying a cancellation fee. The Return Period is 14 calendar days from the date of Service activation or 30 days from the Phone’s purchase date if you have not activated Service (the Return Period may be longer in some states, such as CA – visit www.t-mobile.com, or ask a sales or customer care representative). *****Even if you cancel Service, you must pay all Service and other charges incurred prior to cancellation.*****
(Emphasis mine)
Seems fairly unequivocal to me.
Cancellation and Return Policy. There is a Return Period during which you can cancel a newly activated line of Service without paying a cancellation fee. The Return Period is 14 calendar days from the date of Service activation or 30 days from the Phone’s purchase date if you have not activated Service (the Return Period may be longer in some states, such as CA – visit www.t-mobile.com, or ask a sales or customer care representative). *****Even if you cancel Service, you must pay all Service and other charges incurred prior to cancellation.*****
(Emphasis mine)
Seems fairly unequivocal to me.
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khan95osu said:
yes but Im also disputing the clarity of the contract. it does not clearly state i will be charged a prorated amount, it jsut says service charges and airtime, which are pretty ambigious. the way to calrify this would be to ask a rep, which i did, and because of this i was misled.
if someone could point out to me where it mentions them charging a prorated amount based on days used id promptly drop my case
Well, you could look at this one in a number of ways, but I'd like to point out the way that we look at per-minute charges. We go off of the overage rate for what your pricing plan states. If you're on a $39.99/mo pp the overage rate is $0.40/min. If for say you kep your phone for...
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Sounds to me like you didn't even want help. Its sounds like you already made up your mind about the company and therefore already made the decision to be jaded about the incident. Just like all the other reps who have replied to this thread, it sounds like the miscommunication was between you and the rep at that particular store. The contract clearly stated that you would pay any charges incured anytime before cancelation. I don't mean to be rude if this is how you take it but I am sorry you have had an unpleasant experience. If you want to go to another company, that's fine, Just don't expect to recieve any better treatment. T-Mobile has the best customer service according to JD power and associates. I have personally worked for other wire...
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IF the sales rep that you spoke to said exactly what you claim he said, then he unfortunately made a mistake or wasn't clear enough with you. However, bear in mind that people often hear what they want to. It doesn't really matter either way, as others have pointed out in the Service Agreement that you signed, even if you didn't read it beforehand.
The monthly charge is prorated simply because there isn't a per minute charge set up unless you actually go over your allowance. They take the portion of a month that you had access to their service and bill you for that fraction of the month. Whether or not you chose to use to use those minutes available to you is not an issue. In fact, if you had used 599 of the 600 minutes available to yo...
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The monthly charge is prorated simply because there isn't a per minute charge set up unless you actually go over your allowance. They take the portion of a month that you had access to their service and bill you for that fraction of the month. Whether or not you chose to use to use those minutes available to you is not an issue. In fact, if you had used 599 of the 600 minutes available to yo...
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