How is Customer Service (To Go & Replacement)?
Just wondering if you've had good/bad customer service experience with tmobile? Here's my situation... I ordered 2 to go phones for my husband and myself. They came in yesterday. I charged the phones and activated both services. Just after activation, I realized the screen on my phone (both Nokia 6800) had a black horizontal line and a blue vertical line going all the way across the screen. The other phone is fine. I called them back, and they had a replacement shipped, but I had to pay for it (said I'd be refunded when they receive the defective phone). They told me just to send back the original phone, but keep my SIM card which was just activated. I was impressed - they sent me right to a Sales Admin person, and I got the replacement pack...
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endymoon said:...
Just wondering if you've had good/bad customer service experience with tmobile? Here's my situation... I ordered 2 to go phones for my husband and myself. They came in yesterday. I charged the phones and activated both services. Just after activation, I realized the screen on my phone (both Nokia 6800) had a black horizontal line and a blue vertical line going all the way across the screen. The other phone is fine. I called them back, and they had a replacement shipped, but I had to pay for it (said I'd be refunded when they receive the defective phone). They told me just to send back the original phone, but keep my SIM card which was just activated. I was impressed - they sent me right to a Sales Admin per
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I'm thinking that, too. I noticed after I opened it (the top was totally perfect and sealed), that the bottom has been resealed. I don't think it happened at t-mobile, I think it happened on it's way to me. Maybe a fedex employee, or at wherever they dropped it off at (well... then a fedex employee??).
My main concern is that they don't think I'm trying to pull a fast one on them, which I'm certainly not. I just want to replace the defective original phone. I can't believe the replacement got stolen!
I don't like that yesterday they sent me right to a sales admin person, and today I have to wait 72 hours for someone to call me back with their 'decision'.
Is it weird that they won't forward me to someone, but is making me wait for th...
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My main concern is that they don't think I'm trying to pull a fast one on them, which I'm certainly not. I just want to replace the defective original phone. I can't believe the replacement got stolen!
I don't like that yesterday they sent me right to a sales admin person, and today I have to wait 72 hours for someone to call me back with their 'decision'.
Is it weird that they won't forward me to someone, but is making me wait for th...
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endymoon said:...
I'm thinking that, too. I noticed after I opened it (the top was totally perfect and sealed), that the bottom has been resealed. I don't think it happened at t-mobile, I think it happened on it's way to me. Maybe a fedex employee, or at wherever they dropped it off at (well... then a fedex employee??).
My main concern is that they don't think I'm trying to pull a fast one on them, which I'm certainly not. I just want to replace the defective original phone. I can't believe the replacement got stolen!
I don't like that yesterday they sent me right to a sales admin person, and today I have to wait 72 hours for someone to call me back with their 'decision'.
Is it weird that they won't forward me to so
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I know - that's why I'm worried that I'm going to end up getting screwed out of my $100. If we have to setup yet another replacement for the original defective phone, I'll get my refund for it within 30 days of them receiving it from me. But this new one from today - it just pisses me off that someone would steal it.
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endymoon said:
I know - that's why I'm worried that I'm going to end up getting screwed out of my $100. If we have to setup yet another replacement for the original defective phone, I'll get my refund for it within 30 days of them receiving it from me. But this new one from today - it just pisses me off that someone would steal it.
yeah, people these days suck balls
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The reason it's going to take 72 hours is that they have to file a form to find out from the warehouse if the phone was in the box when they sent it,then check w/ Fed Ex. They weigh everything before it gets shipped out,then Fed Ex is supposed to weigh it before it gets on the truck to come to your house. It'll just take a few days to find out if there was a weigh discrepency. Unless the Fed Ex guy who delivered the box took it, there would be...
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endymoon said:
I know - that's why I'm worried that I'm going to end up getting screwed out of my $100. If we have to setup yet another replacement for the original defective phone, I'll get my refund for it within 30 days of them receiving it from me. But this new one from today - it just pisses me off that someone would steal it.
As long as the phone in question is never used on your account, you won't be held responsible for it. We'll claim it off of FedEx, since it was their responsibility to get it to you. We will monitor the account, though, to make sure the IMEI of the lost phone isn't being used by you... đ
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Well, that is definitely good to know! Do you work for T-Mobile?
Luckily the theif left the sim card in the box (just took the phone/battery). So that card will never be used! Neither will the one that will come with the replacement phone I finally do get someday, as the first rep told me to just keep/use my already activated sim card, to use in the replacement phone.
I'm just so anxious to get on with this - still no call back with their 'decision'. I can't even really use the defective phone, because to send it back, it has to have less than 30 min of use on it. Also, what's the point of customizing a phone (wallpaper, ringtones, radio, etc.) if I'll have to do it all over again when the good phone comes. At least I was able to save ...
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Luckily the theif left the sim card in the box (just took the phone/battery). So that card will never be used! Neither will the one that will come with the replacement phone I finally do get someday, as the first rep told me to just keep/use my already activated sim card, to use in the replacement phone.
I'm just so anxious to get on with this - still no call back with their 'decision'. I can't even really use the defective phone, because to send it back, it has to have less than 30 min of use on it. Also, what's the point of customizing a phone (wallpaper, ringtones, radio, etc.) if I'll have to do it all over again when the good phone comes. At least I was able to save ...
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Yup, customer care rep for over two years and still not postal! đ
Sorry you're having all these problems, it's not usually such a hassle... đŗ
Sorry you're having all these problems, it's not usually such a hassle... đŗ
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Well, I just called them back (yes, I'm impatient, and don't want to wait 72 hours! đ ). Anyway, the shipping department is investigating the matter (which is what takes time). Apparently with FedEx, the pkg is weighed - they will be able to tell by the weight if there was a phone in the box or not. I asked if it's just weighed when it's given to FedEx, or if it's also weighed before it's delivered to me, and the rep told me it should have been weighed before delivery. That's good (I hope they did weigh it right before it came to me, anyway). That should definitely prove that either it never weighed enough to contain a phone, or at some point in transit the weight went down. If this is the case, they'll send me a new phone. If it they ...
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Oh man, that sucks!! Sorry to hear that!!
Our handset reserch department is very effecient, I can assure you, but they must verify and reserch so many bits of information (as tmobile picks up the tab if the phone is missing both for the missing phone and the replacement they have to send you...and while it may seem small, they can add up, and we need a justified, validated reason), plus they handle tmob to go and postpay reserch situations. the 72 hour timeline, while frustrating is just a general timeline in case it takes longer than a day or so. Plus in order to be fair, all of the requests are processed in the order in which they're received. Don't worry, you won't be asked to pay for another phone, but T-Mobile will replace it if the ...
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Our handset reserch department is very effecient, I can assure you, but they must verify and reserch so many bits of information (as tmobile picks up the tab if the phone is missing both for the missing phone and the replacement they have to send you...and while it may seem small, they can add up, and we need a justified, validated reason), plus they handle tmob to go and postpay reserch situations. the 72 hour timeline, while frustrating is just a general timeline in case it takes longer than a day or so. Plus in order to be fair, all of the requests are processed in the order in which they're received. Don't worry, you won't be asked to pay for another phone, but T-Mobile will replace it if the ...
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Thanks for that info! You and another T-Mobile rep on this board have given me more info than the reps I've spoken to on the phone! I wouldn't have been so upset about the 72 hour thing if they at least explained what they would be doing (as opposed to just saying - someone will contact you in 72 hours).
I have to say, though - the 72 hours is up in less than an hour and still no one has called me back. I don't want to keep bugging them, but want my phone! đ I'll probably give them til this afternoon before I call them to see what's going on....
I have to say, though - the 72 hours is up in less than an hour and still no one has called me back. I don't want to keep bugging them, but want my phone! đ I'll probably give them til this afternoon before I call them to see what's going on....
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hmmm... I don't know how it works on the pre-pay side, but with handset reserch forms on post pay, the rep has to select voicemail, text message, or email as to how we are going to communicate the outcome of the reserch to you. The HSR department generally doesn't make outbound calls unless they absolutely positively have to, reps do if they follow up with the account. It's not required, though...IF you were promised a follow up on and a call on the other hand, thats a different story...we can get in BIG trouble for not completing a follow up.
has anyone called yet, you know anything more??
has anyone called yet, you know anything more??
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Hi,
They did say someone would call me back. They asked the options you said above, and I asked if they can do 'all of the above'. They took my email address, and then confirmed my home phone number (main number for the account/order).
I called them late this morning and was told the same thing - that it was reported on the 3rd, so someone from the research department would call me back today. So far no calls... I've been checking my email, as well as kept the cell phone on to make sure I don't miss a call or text message. Nothing there yet either.
Think I'd be too much of a bother if I called them back again? I'm thinking of calling again if I don't hear anything by 5pm. I don't know if we're on the same time zone, and what the res...
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They did say someone would call me back. They asked the options you said above, and I asked if they can do 'all of the above'. They took my email address, and then confirmed my home phone number (main number for the account/order).
I called them late this morning and was told the same thing - that it was reported on the 3rd, so someone from the research department would call me back today. So far no calls... I've been checking my email, as well as kept the cell phone on to make sure I don't miss a call or text message. Nothing there yet either.
Think I'd be too much of a bother if I called them back again? I'm thinking of calling again if I don't hear anything by 5pm. I don't know if we're on the same time zone, and what the res...
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well cust care is open 24/7, but the HSR department I believe keeps business hours. Once a request has been submitted, cust care really can't do much besides pull up your account and see if anything has been noted in there by them. It's not that they won't help, they really are limited on their resources on that. Which, I guess I can understand...if the warehouse/HSR team took inbound calls answering questions, they'd never get their work done. cound't hurt to call back, though, it's what we get paid to do. đ
It's possible too it just may not be complete, but they are working on it...I'd be willing to put my money on that one. Unfortunately, and believe me it frustrates us just as much as you when that happens, we might get an update if ...
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It's possible too it just may not be complete, but they are working on it...I'd be willing to put my money on that one. Unfortunately, and believe me it frustrates us just as much as you when that happens, we might get an update if ...
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Still no word from them about the phone. âšī¸
I called around 6 on Friday, and spoke to a very helpful cust service rep, who wanted to help me get to the bottom of it. She was kept on hold for a while, and promised to call me back. She did, which was great! Basically said they were still working on it, and if no one calls me back later on Friday, it won't be until this week. I asked if she knew when (early/mid/late week). She said probably around Wednesday.
So.... I'm still here waiting to get this all behind me and to move on with it! đ
I called around 6 on Friday, and spoke to a very helpful cust service rep, who wanted to help me get to the bottom of it. She was kept on hold for a while, and promised to call me back. She did, which was great! Basically said they were still working on it, and if no one calls me back later on Friday, it won't be until this week. I asked if she knew when (early/mid/late week). She said probably around Wednesday.
So.... I'm still here waiting to get this all behind me and to move on with it! đ
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This is seriously, the most frustrating experience I've ever had!!! So far, the research department still hasn't called me back. So I was surprised when UPS showed up at my doorstep with a package from them.
Well, guess what... 3/4 of the top of this new box was ripped open, too!!!! đŗ
I knew better this time, so I refused the shipment. (I asked if I could open it in front of him to make sure it was ok before I signed for it - but he said if I opened it, he couldn't take it back. So, I refused the pkg.)
I called TMobile back and got the total runaround. One supervisor said that I have to take it up w/ the post office. Hmmm... how's the post office supposed to help - it was sent UPS! She asked if I took out insurance on the ...
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This is seriously, the most frustrating experience I've ever had!!! So far, the research department still hasn't called me back. So I was surprised when UPS showed up at my doorstep with a package from them.
Well, guess what... 3/4 of the top of this new box was ripped open, too!!!! đŗ
I knew better this time, so I refused the shipment. (I asked if I could open it in front of him to make sure it was ok before I signed for it - but he said if I opened it, he couldn't take it back. So, I refused the pkg.)
I called TMobile back and got the total runaround. One supervisor said that I have to take it up w/ the post office. Hmmm... how's the post office supposed to help - it was sent UPS! She asked if I took out insurance on the ...
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đĄ
This is seriously, the most frustrating experience I've ever had!!! So far, the research department still hasn't called me back. So I was surprised when UPS showed up at my doorstep with a package from them.
Well, guess what... 3/4 of the top of this new box was ripped open, too!!!!
I knew better this time, so I refused the shipment. (I asked if I could open it in front of him to make sure it was ok before I signed for it - but he said if I opened it, he couldn't take it back. So, I refused the pkg.)
I called TMobile back and got the total runaround. One supervisor said that I have to take it up w/ the post office. Hmmm... how's the post office supposed to help - it was sent UPS! She asked if I took out insurance on the pkg. ...
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This is seriously, the most frustrating experience I've ever had!!! So far, the research department still hasn't called me back. So I was surprised when UPS showed up at my doorstep with a package from them.
Well, guess what... 3/4 of the top of this new box was ripped open, too!!!!
I knew better this time, so I refused the shipment. (I asked if I could open it in front of him to make sure it was ok before I signed for it - but he said if I opened it, he couldn't take it back. So, I refused the pkg.)
I called TMobile back and got the total runaround. One supervisor said that I have to take it up w/ the post office. Hmmm... how's the post office supposed to help - it was sent UPS! She asked if I took out insurance on the pkg. ...
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endymoon said:
What are the odds, though - tampered packages not just with Fed Ex, but now UPS, too! Part of me is so curious to know if I should have signed for today's package, since the top was 3/4 broken, not fully broken. But my luck, the phone would have been stolen on that one, too. So I know I made the right choice to reject it.
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Maybe the delivery industry has something against you? Did you insult the wrong person's mama? đĸ
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holy crap you have GOT to be kidding us?!?!
I'm SOOOOO sorry that is happening!!
I'm SOOOOO sorry that is happening!!
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Just to be on the safe side, you could file a report with the first company (fed ex, wasn't it). Cover all your bases so you will not be held responsible for any of the phones. I think you did the right thing by refusing the second delivery. Sorry you've gone through such a hassle. Here's hoping the third goes better. Please let us know what happens.
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