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I just talked to my TMO Customer Care rep and they confirmed that as soon as I started to use my Nexus One phone, my existing insurance started covering it (instead or my G1).
You have the opportunity to get the handset insurance within 14 days of purchasing the phone. This applies whether you purchased it from TMO or Google. You must bring in your proof of purchase, from Google to a corporate TMO store and have them set it up if you currently do not have insurance.
The only reason that I bring this up is due to the questons about bootloader unlocking and warranty. The deductible with Assurion (TMO's insurance provider) is $130 (she believed) But this is better paying the full $530 for a replacement.
how much per month is insurance?
QMAN101 said:
I just talked to my TMO Customer Care rep and they confirmed that as soon as I started to use my Nexus One phone, my existing insurance started covering it (instead or my G1).
You have the opportunity to get the handset insurance within 14 days of purchasing the phone. This applies whether you purchased it from TMO or Google. You must bring in your proof of purchase, from Google to a corporate TMO store and have them set it up if you currently do not have insurance.
The only reason that I bring this up is due to the questons about bootloader unlocking and warranty. The deductible with Assurion (TMO's insurance provider) is $130 (she believed) But this is better paying the full $530 for a replacement.
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But there's a catch they don't replace it with another nexus. They compensate by giving u a phone of equal value. Its an internal memo that was passes around(I work for T-mobile) ill find it and post it when I get to a PC.
the PHP Bundle (premium handset protection) is $5.99/mo.
I just wanted to state that I too was quote that Asurion has a $130 deductible for a replacement N1.
I was however told that as of Saturday night that the only way to get insurance for for N1 is to have insurance on your previous handset. The N1 is then grandfathered in.
Again, this is just want I was told. I'm sure we'll get some more concrete details as time goes on.
I can confirm that Tmo will not replace the Nexus One. I canceled my insurance.
I didnt have insurance on my g1 so im screwed then?
Tmo will not insure the n1 since it was not purchased directly from tmo
they even had me drop the insurance on my g1 because they said the n1 was going to be my primary phone
icegad said:
Tmo will not insure the n1 since it was not purchased directly from tmo
they even had me drop the insurance on my g1 because they said the n1 was going to be my primary phone
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T mobile needs to get their effin' story straight.
There are 4 different stories so far on this post.
the day before my nexus came i called tmobile to cancel the insurance for my mytouch 3g. She said there were no insurance options available from tmobile for the nexus one...kinda sucks, i wonder why google or htc couldnt make money offering something...
:/ i too have heard multiple stories. asurion does have insurance for google's nexus one though. 5 bucks a month, 130 deductible.
http://phoneclaim.com/t-mobile-program
speaking with asurion right now. already spoke with t-mobile, and they said because not purchased through them, won't insure. so far, asurion is saying it is covered, sign up for coverage through t-mobile. seems like some finger pointing and blame gaming.
lol. asurion says 'yes, it's covered, contact tmo customer service'. tmo customer service says 'no php'. so, sounds like you're screwed.
I was able to add it but tmobile said it will get you a comparable model in case something goes wrong with your nexus one. weird!
ah, it gets rewritten again. here's the scoop, and this is from t-mobile. you can get the same rep with whom i spoke, rep id = 3828599.
you CAN get insurance, but no extended warranty. it will be covered with the normal 1 year thing (which is different than my current sprint settings, where it's covered as long as i keep paying). TMO was using information from last week that said they weren't covering it. they are now. think i'll get the phone tonight
wait so if we do have insurance and we switch to the nexus and it breaks will we get a new nexus or a comparable phone?
reports are that if you break it right now, it'd be 'comparable', because asurion doesn't have them. but, they're getting them. so, it should be a replacement, if you can wait to break it, lol
finally picked up my N1 from fedex, went directly to Tmo without passing GO, then got insurance for 6/mo, but i never asked if they would replace with another N1, now i gotta call for myself...thanks for the update though.
Asurian does cover the Nexus One, I talk to serveral rep from assurian and they confirm it. It's even on their page. Who cares what tmobile say, they're not replacing your phone.
Check here http://www.phoneclaim.com/t-mobile-program
Select your manufacture (Google) then you will see the Nexus One and how much the deductable is.
I just called Tmo for the second time about insurance on the N1. At first, she told me that they don't cover it, but I told her about my first call to Tmo (last Sat) and how the rep told me it IS covered if you already have coverage (PHP) on a G1 or similar. She put me on hold for a minute or two, and said there was nothing in her documentation that said Tmo will cover it. I asked her if she could conference Asurion in on our call, and she said "sure, hang on". When she came back, she didn't have Asurion on the line, but said when she went to the "contact Asurion" link/page whatever, it had more information about the N1, and specifically stated that they WILL cover it if you ALREADY have PHP.
I then asked her to check that my account reflects the fact that I have a Nexus One, which it did. I didn't want to call up one day needing to use the PHP and have them say "oh, we never knew you had a Nexus One".
So that's twice I've called up and been assured that my N1 is covered.
She added that they're all very new to the N1 and the learning curve is steep, and that they have new memos coming out every day concerning the N1.
I just called and all the Tmobs representative needed was give them my IMEI.
I just registered my nexus phone on my existing insurance that I have had since the G1 > CLIQ > nexus one. It was fast, easy and painless.
So I starting calling the corporate sprint stores in my area and I noticed they were all asking if I was an existing (EC) or new customer (NC) before telling me if evo's were available. Turns out they are lying about their evo stock to EC. They will sell you one only if you're a NC
So I called a store, and told them I was a tmobile customer.
"We have 5 in stock so if you come in the next 30 minutes you can get one" .
Then, I told them I wanted to buy the phone outright, full retail, no line activation
sprint rep told me they don't have phones in stock for me.
Immediately I called sprint customer service; they called the store. (10 min after original call). Store now says none are available, and there is a waitlist.
I'm not the only one.
http://androidandme.com/2010/06/car...unning-low-but-could-be-higher-than-we-think/
Try it yourself:
Around Sunnyvale, Ca
5 of 6 stores I called asked if i was an existing customer before answering if they had it in stock. 6 store said none.
2 of 2 stores, told me they had stock, then changed tune when they found out i was an existing customer.
I should have just gone to the store, waited for them to present the phone. then reveal I'm an existing customer. If they try to pull it back, then call sprint customer service.
Sprint may be trying to lure new customers to their network. More money on a new customer than an existing one. Shady but it may be true.
Lol this is so true. My wife and I were on vacation in Florida this week. We decide to go to a sprint store to see if any were available. They ask is this for an existing account or new account. I say new account. Mind you at least 5 people were in front of us asking for evos. Bottom line, when we said we were new customers the manager pulls out 2 evos for us and set up our account. Needless to say we got very strange looks at us and probably some middle fingers behind our backs as well. Feeling sorry for the existing customers.
Remember a corporate store does not get paid on the new or upgrade like a third party agent would. So I do not see the incentive outside of perhaps signing new customers. But then again I would hope they want to keep the old ones as well
Sorry to hear that you are having these issues.
A letter to Mr. Hesse would be good to report this [email protected] - don't expect a nice reply from him though It's automated. Email [email protected]
he will like it - no really he would.
No surprise really since they work off commission..
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Sent via my EVO using XDA Tapatalk
This happened to me.
I'm an existing Sprint customer. I entered into a 2 year contract in December and got an HTC Hero.
I visited a Sprint corporate store in Culver City, California on launch day at 10:00am. I took my lunch break early (hour lunch). I signed in with the person at the front kiosk and it took 45 minutes before a sales person seen me. I told him I had a Hero, am not eligible for an upgrade, and would like to purchase an Evo outright a full price, and have my account moved over to it. He said he couldn't do this and he could only sell the Evo to customers who were eligible for an upgrade or if I wanted to add a new line. I was pissed and was going to be late coming back from lunch, so I left.
On the way back t work I called Sprint customer service from my phone. I explained what happened and the customer service rep said the store should have been able to sale me the phone at full price as long as I had the phone activate in the store, which I was going to, because I was going to have my account moved over. The customer service rep said she'd call the store to find out what happened on my behalf. I asked her if she could have the store hold a phone for me because they'd probably be sold out by the time I got off of work. She said she couldn't do this because the phone was in high demand.
Later at work I got a voice mail from the customer service rep I talked to earlier. She called the Sprint corporate store that wouldn't sell me the phone and talked to the manager. The manager agreed to hold a phone for me until I got off work for the inconvience.
After work I visited the Sprint store. The manager directed me to the person earlier who wouldn't sell me the phone earlier. The first thing the sales rep told me when I sat down was that they were instructed not to sale the phones to existing customers unless they were eligible for an upgrade or adding a new line. I think it's the store managers instructing their employees to do this to make their numbers look better or something.
Glad I didn't buy off sprint. I got a hero back in December too but got my evo from ebay. $520 and came with an extra 2gig sd. And since it's a google IO evo it has a month for free with full data. Now I have two sweet android phones! :3
Somewhat related: Add the $292 (total) speeding/changing lanes without indicators/not keeping distance tickets I got trying to get to the post office before it closed. Good thing the radar got me doing 90 and not the 155 before I hit the breaks!
pirokosan said:
Glad I didn't buy off sprint. I got a hero back in December too but got my evo from ebay. $520 and came with an extra 2gig sd. And since it's a google IO evo it has a month for free with full data. Now I have two sweet android phones! :3
Somewhat related: Add the $292 (total) speeding/changing lanes without indicators/not keeping distance tickets I got trying to get to the post office before it closed. Good thing the radar got me doing 90 and not the 155 before I hit the breaks!
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I'd say, all in all, you paid way too much for your phone (including your tickets) But at least you have two phones now. (sarcasm if you didn't get that)
And 155mph to get to the post office? Get real. If true, you're damn lucky you didn't kill someone. Idiot.
They aren't lying. Their telling you the truth, you just failed to ask more question. They only have stock for new lines... if someone wants it without adding a new line, they'll order it and have it sent to the store overnight. I had my company rep order it for me and I got it Monday, $502 shipped.
Jye75 said:
And 155mph to get to the post office? Get real. If true, you're damn lucky you didn't kill someone. Idiot.
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I HIGHLY concur with this statement... fool.
This is not new. T-Mobile was doing the exact same thing when the HTC HD2 ca me out...mainly due to the low supply.
T mobile was doing the same with the HD2
Reps in stores get more commission off building a brand new accounts and new activations. It's like this on all carriers.
They aren't lying. Their telling you the truth, you just failed to ask more question. They only have stock for new lines... if someone wants it without adding a new line, they'll order it and have it sent to the store overnight. I had my company rep order it for me and I got it Monday, $502 shipped.
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nope. they are lying. if you read the thread its not sprints policy to separate stocks for existing and new customers. they rater get more commission buy refusing to sell to me rather than another customer. they refuse by telling me they have none when they do. Of course, sprint structures their commission in away as to encourage this behavor.
guess i got lucky
I was depositing a check at an ATM and saw a Sprint store a couple shops down so I decided to go in and see if they had any. After telling the girl behind the counter that I was an existing customer and wanted to buy it outright she told me they had a waiting list going but that they had received a shipment Wednesday that they had not checked yet. She took my number and said she'd call me after they sorted through it. I went across the shopping center to have lunch and when I was finished eating my phone rang. The Sprint rep had pulled one for me. I ended up getting my phone for nothing out of pocket. She suggested to add a 3rd line to get the phone at the new activation cost, waived the activation fee and billed the cost of the phone to my account which wont post until NEXT month. Sorry to hear about the troubles you guys are having...
I got one from the online store...ordered yesterday at around 10am and it's "out for delivery" from UPS right now. Just in case you haven't checked that out.
katastrofik said:
I was depositing a check at an ATM and saw a Sprint store a couple shops down so I decided to go in and see if they had any. After telling the girl behind the counter that I was an existing customer and wanted to buy it outright she told me they had a waiting list going but that they had received a shipment Wednesday that they had not checked yet. She took my number and said she'd call me after they sorted through it. I went across the shopping center to have lunch and when I was finished eating my phone rang. The Sprint rep had pulled one for me. I ended up getting my phone for nothing out of pocket. She suggested to add a 3rd line to get the phone at the new activation cost, waived the activation fee and billed the cost of the phone to my account which wont post until NEXT month. Sorry to hear about the troubles you guys are having...
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And you also got an extra phone bill every month for 2 years for a 3rd line.
EDIT:
While telling people only new/upgrade accounts can get the phone is shady and unethical, I have to admit I wouldn't mind being able to restrict it to that at my store. It sucks selling something and making 0 money off it when the next guy would put some $ in your pocket. But alas, I just sell them to whomever. (assuming I have any in stock lol)
ShortBusCandid8 said:
I got one from the online store...ordered yesterday at around 10am and it's "out for delivery" from UPS right now. Just in case you haven't checked that out.
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they shipped mine using USPS and it says Guaranteed Delivery Day/Time: June 11, 2010 12:00PM
guess what, it's past 12pm and there's no USPS guy, no delivery
i wished they had shipped using UPS
radio shack
I have been going to radio shack here in NYC for sprint stuff. No lines, just walk in and grab an EVO. Everyone goes to the sprint stores, but honestly the radio shack guys on 12th and broadway are super nice. They held a pre for me last year and now hooked me up with the EVO on launch. I saw there were lines at the sprint stores, but no prob at the rat shack.
torchTheMall said:
I have been going to radio shack here in NYC for sprint stuff. No lines, just walk in and grab an EVO. Everyone goes to the sprint stores, but honestly the radio shack guys on 12th and broadway are super nice. They held a pre for me last year and now hooked me up with the EVO on launch. I saw there were lines at the sprint stores, but no prob at the rat shack.
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I was investigating where to get mine from on release day. I am a current customer not eligible for an upgrade. I was going to be buying outright. bestbuy wanted 599 for outright, radio shack wanted 499 outright and sprint wanted 450... I talked to someone at a commission based sprint store and he explained that they were not selling outright because the store made no money off of it. I was a little annoyed, but understood why... plus that store only ordered 15 evos. I then went to radio shack. they told me that they had a very large order and that they would be able to sell me one outright... The day of the release, I woke up at 6 in the morning and headed over to the radio shack that said they would sell it outright. When I got there, the sales rep that I had talked to before appologized to me and told me the regional owner of all my areas radio shacks had sent out an e-mail telling them not to sell outright.... I felt defeated.... I decided to just wait till later and get it when I could. I was driving around my home town around 3 p.m. and drove by the corporate sprint store and decided, why not. I went in, walked right up to a rep, no lines at all, and asked if they by chance had any evos left and that I wanted to buy it outright. he sat me down, walked into the back and walked out with an evo. he told me that after this one they only had 3 left. He explained to me that corporate stores don't make more or less on upgrades or outrights. To finish up this long story, I ended up getting it for 450 from the corporate store in my area. Not all of the stores were turning away outrights. Next time there is a new phone release, I am going back to that store. If any of you are in St. George, Utah, It is the only corporate store there...
jblazea50 said:
they shipped mine using USPS and it says Guaranteed Delivery Day/Time: June 11, 2010 12:00PM
guess what, it's past 12pm and there's no USPS guy, no delivery
i wished they had shipped using UPS
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Didn't know USPS does guaranteed delivery? They are the slowest shipping out there.. Yeah, they should've used UPS or FedEx for better tracking..
Since we have this '30 day, if you don't like it. return it' thing, I planned on returning mine just for the simple fact that I want one that was built better (minor glass separation/light leakage/etc). My question is, does Sprint monitor this and make notes on your account?
I'm a new customer coming from AT&T, and after my discounts they don't really make too much off me and I heard the more money you spend the more they're willing to be flexible. I know AT&T had a red to green meter in terms of how much 'trouble' a customer was based on how much they get every month and what they've done for you, does Sprint do the same thing?
PS: Does anyone even know what the meter is supposed to tell the workers who see it? Be nicer? Be meaner?
PS: Anyone have any clue when the new shipments come? Every store in a 50 mile radius of me is sold out and clueless.
Nah I don't think they do...You will have to pay a restocking fee though (about $35)
If its defective, they will exchange it. No reason for your mystery meter to be involved.
Well when I talked to SCS (*2), they said that the people at the store would be the final judge on it and I get the feeling that they won't agree that my leak leakage and screen separation is enough to be considered a defect. The girl I talked to said it was only cosmetic so they wouldn't just exchange it.
After reading posts, it seems like every different person you talk to says something different. Such a pain that they don't have a set procedure for something like this.
tell them you'll return it and go purchase it somewhere else.
They'll exchange it easily if you're within your 30-day window. Just go ahead and check it out.
Just tell them, why the ****-would-anyone pay so much to get locked into a 2-year contract to get anything less than a perfect phone (cosmetic & hardware wise)? Ask them if they would buy a brand new car with dings and dents on it. I mean, it's only cosmetic right? I'm sure the car drives fine.
And then see what the manager says.
PoisonWolf said:
Just tell them, why the ****-would-anyone pay so much to get locked into a 2-year contract to get anything less than a perfect phone (cosmetic & hardware wise)? Ask them if they would buy a brand new car with dings and dents on it. I mean, it's only cosmetic right? I'm sure the car drives fine.
And then see what the manager says.
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+10000000 you are the winner sir, haha.
PoisonWolf said:
Just tell them, why the ****-would-anyone pay so much to get locked into a 2-year contract to get anything less than a perfect phone (cosmetic & hardware wise)? Ask them if they would buy a brand new car with dings and dents on it. I mean, it's only cosmetic right? I'm sure the car drives fine.
And then see what the manager says.
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Thank you. I've been trying to figure out how to explain it without sounding like a **** and you've summed up everything I've been trying to say.
I'm not sure what to do at this point, seeing as I have no idea when the new models are supposedly coming out or when the stores would even have them in stock. Is my best bet just to return the phone outright, cancel my contract and wait? Think I'll get hit by a restocking fee?
I for one can praise Sprint's 30 day money back. *2 people were excellent and politely answered all my questions. Also the Sprint store was excellent as well. I just walked in with my Evo, box, and receipt and told them that I would like to cancel. Employee took my phone and started processing my request No Questions Asked. During the process she just politely asked me as to why I was returning, I just told her that I wasn't getting 4G at my home. I got a full refund and she even offered to return the Silicon case I had bought from Sprint. Now that is customer service. Got a full refund (no restocking fee because she said my phone was defective), full refund on my silicon case and I didn't even have the charger for my phone. Could of easily kept the red battery and 8GB mSD card..
Sprint is awesome. I was wondering the same thing as well. If I cancel and get it again in a few days will it matter? If not I'm getting another Evo asap.
I just realized something as I was gathering all the things that came with my EVO. I think I mailed the original receipt to get my rebate. They should be able to pull up all the information still right?
My situation is a little different. I bought the EVO at full no contract price. I need to exchange it for a new one, but we all know you can't find any in stock. I got mine from sprint.com. They insist on doing an exchange, just so that your 30 days is from the original purchase. But since I payed full price, I'm just gonna pay full price for another device and return the EVO (no exchange). That way, I have 30 days from the new purchase. Surely they should have some EVO's in stock by then. Paying full price, I refuse to settle for a refurb.
dmystic1 said:
My situation is a little different. I bought the EVO at full no contract price. I need to exchange it for a new one, but we all know you can't find any in stock. I got mine from sprint.com. They insist on doing an exchange, just so that your 30 days is from the original purchase. But since I payed full price, I'm just gonna pay full price for another device and return the EVO (no exchange). That way, I have 30 days from the new purchase. Surely they should have some EVO's in stock by then. Paying full price, I refuse to settle for a refurb.
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ok, i admittedly have no first hand experience with this, but it is my UNDERSTANDING that you have the 30 days on the first phone, but the second one you are stuck with (unless, of course, you purchase another one outright). like i said, that's just my UNDERSTANDING from speaking with a Sprint rep last year.
and i have to BELIEVE that when the fixed EVOs come in, that Sprint will waive the 30 day window for, let's say, seven days. they've worked so hard to improve their reputation for customer service that it would be silly to wipe out all that hard work and spent money all at once.
There is NO RESTOCKING FEE if you are a new customer within the 30 day trial period.
Today, I called T-Mobile because I returned my unresponsive G2 and wanted to go back to my previous state of not having a contract. I was within my 14 day grace period for my device so I believed that my contract would also be reverted back to the original status.
The customer retention guy with a heavy southern accent said that I signed a new contract for both the phone and the service... So If I want to be out of the contract, I need to pay a 200 dollar early deactivation fee because the contract with a new phone and the service is two separate contracts. How unfair is this? I extended my contract to get a discount on the phone that stopped working after a few days. Now I can't get back my non contract status??? This is so ridiculous.
I told the guy that I will cancel my account and go with ATT+ the iFail and he promptly told me that I will be billed 200 dollars plus any service usage. I asked to speak to his supervisor and he said he was a supervisor in a very coy and belittling way. I proceeded with "you can take that bill and stick it up your ass you f*ck" and hung up. Am I really obliged to pay that 200 dollar deactivation fee? Anybody here know how this works? I'm so frustrated and angry at T-Mobile for treating a long time customer like this... I was thinking the service contract extension and the phone are together as one. Any suggestions?
No, if you returned the phone within 14days you return the contract extension also. I did this when I bought my Vibrant. I bought it with a contract extension, then returned it and went on to buy another Vibrant from costco at a stupidly cheap off contract price. On the return of my Vibrant to the T-mo store I was refunded the price of the phone and my contact extension was reversed. I am currently still off contract and can upgrade if I choose to.
As the poster below says... be nice but firm, know your rights.
Call back and try another rep. Bit of advise though, comments like that just make the situation worse.
Sent from my T-Mobile G2 using Tapatalk
Damn bro. I would call back again and talk to another person. You have 14 days buyers remorse. Call t mobile and tell them your unhappy and want to return the phone.. That should do it bro.
Sent from my T-Mobile G2 using XDA App
Call 611.
Say Cancel.
Talk to loyalty representative. (Every rep is different, the other guy might've been an ignorant idiot)
If they don't budge & you are within your Still 14 day return policy call t-mobile, repeat the same process BUT this time have your call recorded (you shouldn't tell them b/c they will say they can't talk anymore and hangup, even though They CAN & Do Record your calls)... also be sure to bring up the issue during the call and bring up the day it is etc. (build your case within the call)
File a complaint with the BBB... companies take that seriously.
Make sure you word it so that it is EXPLICITLY Clear who's at fault & Why & provide some emotional appeal... you can mention your call was recorded and you have evidence (even though it May not be legally acceptable)
Your issue will get resolved.
I got in a dispute w/ Dish Netw0rk [contract issue] and had to go the BBB route to get my issue resolved.
btw don't get mad at them or tell them something that can bite you in the ass later... they make a lot of 'Notations on your acct' and other reps will refer to it in the future and may assist you based on that.
Call corporate. I called 6 times to a CSR at tmo to return that piece of crap vibrant and they all told me I couldn't return it even knowing of the issues it was having at the time. I called corporate tmobile and they settled it within 5 mins. Shipped my phone back, got a full refund, and got a g2 discounted at upgrade price when I wasn't even eligible for one.
Sent from my HTC Vision G2
luis86dr said:
Call corporate. I called 6 times to a CSR at tmo to return that piece of crap vibrant and they all told me I couldn't return it even knowing of the issues it was having at the time. I called corporate tmobile and they settled it within 5 mins. Shipped my phone back, got a full refund, and got a g2 discounted at upgrade price when I wasn't even eligible for one.
Sent from my HTC Vision G2
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How do I call corporate? Can you please help me with that info?
Yeah call 611 talk to different reps!
@luis86dr - How did you fanagle the discounted price! That sounds awesome.
Here's the number for tmo corporate. Located in new mexico.
425-378-4000
Also I didn't have to hassle them at all. They offered me all that. My word of advice is make sure you state when you call you want to speak to someone in corporate. I called once and said I needed to speak to someone about my phone n they transfered me to the regular customer service reps who didn't do crap for me from the get go. So clarify you want to speak to someone from CORPORATE. Then you should be all gravy from there.
Sent from my HTC Vision G2
SmartHat said:
If they don't budge & you are within your Still 14 day return policy call t-mobile, repeat the same process BUT this time have your call recorded (you shouldn't tell them b/c they will say they can't talk anymore and hangup, even though They CAN & Do Record your calls)... also be sure to bring up the issue during the call and bring up the day it is etc. (build your case within the call)
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Always check your state laws before recording a telephone conversation. In some states it is a felony to record a phone call without the other party's consent.
Better off trying corp and seeing what happens... less of a headache.
Sent from my HTC Vision G2
Actally guys, just an fyi, that number takes you to the corporate offices in bellevue washington, not arizona.
Trust me
Sent from my T-Mobile G2 using XDA App
Its in new mexico. Not the washington office. Regardless that's the number I called.
Sent from my HTC Vision G2
luis86dr said:
Here's the number for tmo corporate. Located in new mexico.
425-378-4000
Also I didn't have to hassle them at all. They offered me all that. My word of advice is make sure you state when you call you want to speak to someone in corporate. I called once and said I needed to speak to someone about my phone n they transfered me to the regular customer service reps who didn't do crap for me from the get go. So clarify you want to speak to someone from CORPORATE. Then you should be all gravy from there.
Sent from my HTC Vision G2
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Thank you. I will try this first thing tomorrow morning.
luis86dr said:
Its in new mexico. Not the washington office. Regardless that's the number I called.
Sent from my HTC Vision G2
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Maybe whoever you spoke with is in new mexico, but I assure you, t mo corporate is in bellevue wa. I can't speak for where the reps are located. But that is a washington state number.
Sent from my T-Mobile G2 using XDA App
Forget corporate, forget escalations.... I had to do the same ****... Call back, say blackberry at the automated prompt. You will immidiately be connected to Tech Support. Explain it to them, they'll hook you up!
Did you change your rate plan to one of the new plans? I'm just curious because if you dd then there is a contract extension for that and a separate one if you're eligible for an upgrade. If you return your phone within the remorse period then you are still eligible to get a full discounted upgrade but are still in contract due to the rate plan change. Hope that makes sense
luis86dr said:
Its in new mexico. Not the washington office. Regardless that's the number I called.
Sent from my HTC Vision G2
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First of all, T-Mobile corporate offices are headquartered in Bellevue, WA. Second, that 425 area code is for Kirkland / Bellevue area. Third, I used to work for them. Believe me that number took you straight to Bellevue. You may have been transferred elsewhere, but it took you there first.
@Delirius
When I was out of contract, they offered the phone first and just gave me a newer plan for loyal customers. They never said I was signing off on two contracts. When a normal person that wasn't on a contract, upgrades their phone... they would expect the phone and the new contract to be included in the 14 day remorse period. If that isn't the case, T-Mobile is basically tricking you into thinking that you have 14 days to decide if you want to stay with T-Mobile, or get back to non contracted status. Pretty shady if that's the case.
Also, why do I get the feeling you work at T-Mobile? Anyhow, if you were on the cheaper, non contracted Even More Plus plan, you will have to upgrade that plan to the Even More plan counterpart which is more expensive in order to cover the discounted phone price. So you are telling me they can't go back to their old plan under the remorse period? Pretty sneaky and underhanded way of forcing us to stay or pay the early termination fee.
Sent from my T-Mobile G1 using XDA App
I don't disagree with you just wondering if they mentioned an extention for the rate plan change. From what it sounds like you were offered the unlimited loyalty plan for $49.99 and if that's the case then there is no contract for the plan. Just trying to find out the details so I can at least give some advice.
Edit: if you moved from even more plus (no contract) to even more (contracted) to get the discount on the phone then you did accept a contract for the change but if you returned the phone then there is a way to have the plan moved back. I would advise going to you nearest corporate T-Mobile store and speak to the manager and explain the situation. They have the ability to change it back to even more plus if the reason is good enough. If they don't know that they have this ability then they are unaware but they do have the ability. Hope that helps
Anybody here had any dealings with Sprint Early Termination? I wonder if there is some sort of lemon clause or something. I'm on my 4th EVO in 4 months. Screen, USB, Volume Rocker, USB. They have replaced it under warranty each time, no charge. I guess i have a pretty good argument. This is a business phone/account so down time is money. Even if its only a couple hours each issue. Well you can bet that i'll give it a try. Hopefully the Nexus S will give me the nudge i need to call and raise hell. My 4th New EVO will be here Tuesday. At least i'll have a new phone to sell.. That's if you can keep the phone when you early terminate. Can you? I wonder if you can keep it if they let you out early... Like my situation. Hmmm Anybody had any dealings with either scenario? Thanks in advance!
ps. Please dont turn this thread in to an EVO is a great phone, why would you want to cancel thread. I know its a great phone.. When it works. I really want to get back to t-mobile. I had absolutely no issues with them in the past...Years of service. They are cheaper and their 4g is available in my area. Sprint is not, and has no plans to be any time soon. Thanks so much.
When I was on my Fourth Evo in three months, I called and told them that their customer service sucked and that T-Mobile customer service was way better. Told them that I was seriously rethinking my choices in switching to Sprint. After about 30 minutes of putting down the customer service rep's supervisor, they transfered me to someone higher up who told me that they would cancel my service.
That wasn't my objective, my objective was getting a credit because I was traveling about 30 miles to the store where I purchased my phone to get replacements. That was a 45 minute trip each way, plus waiting in the store for an average of 45 minutes. That's 2 hours and 15 minutes with no compensation. In the end, I ended getting a 100 dollar credit and was put on a employers discount plan.
I sometimes wonder whether there's some kind of check box or something in our account information that tells customer service who won't take any crap. They used to kick me around, but they've treated me like a VIP ever since I reported Sprint to the Better Business Bureau and the States Attorneys General of both California (where I live) and Kansas (where Sprint does).
This dates back to when the Treo 600 was Sprint's flagship phone. I bought one when they were brand new and exactly a year and a week later it quit connecting to the network. Sprint told me that they couldn't fix a phone that was out of warranty (even for a fee) and I'd have to send it to Palm. Palm insisted (correctly) that they were under contractual obligation which prevented them from fixing Sprint phones and I'd have to take it to Sprint. Neither company would budge so I was stuck with a broken phone which was still one of Sprints flagship products.
Now I didn't think it was right that an expensive device like a year-old Treo 600 could be considered disposable, so I complained to the organizations I mentioned above and it wasn't long before I was contacted by a representative from Sprint's "Executive & Regulatory Services" who was eager to help me. Too bad it was before Verizon coined the phrase 'cause I would have loved to ask them "Can you hear me now?"
Anyway, I got a new Treo 650 (when they were still vaporware), a generous credit, and a guarantee that Sprint had addressed the "misunderstanding" and it wouldn't happen to other customers. And like I said, I've been treated like a VIP when I call Sprint ever since.
Apparently they don't forget who they can kick around and who they can't.
Pete
PGRtoo said:
I sometimes wonder whether there's some kind of check box or something in our account information that tells customer service who won't take any crap. They used to kick me around, but they've treated me like a VIP ever since I reported Sprint to the Better Business Bureau and the States Attorneys General of both California (where I live) and Kansas (where Sprint does).
This dates back to when the Treo 600 was Sprint's flagship phone. I bought one when they were brand new and exactly a year and a week later it quit connecting to the network. Sprint told me that they couldn't fix a phone that was out of warranty (even for a fee) and I'd have to send it to Palm. Palm insisted (correctly) that they were under contractual obligation which prevented them from fixing Sprint phones and I'd have to take it to Sprint. Neither company would budge so I was stuck with a broken phone which was still one of Sprints flagship products.
Now I didn't think it was right that an expensive device like a year-old Treo 600 could be considered disposable, so I complained to the organizations I mentioned above and it wasn't long before I was contacted by a representative from Sprint's "Executive & Regulatory Services" who was eager to help me. Too bad it was before Verizon coined the phrase 'cause I would have loved to ask them "Can you hear me now?"
Anyway, I got a new Treo 650 (when they were still vaporware), a generous credit, and a guarantee that Sprint had addressed the "misunderstanding" and it wouldn't happen to other customers. And like I said, I've been treated like a VIP when I call Sprint ever since.
Apparently they don't forget who they can kick around and who they can't.
Pete
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It's not cause you reported them to the BBB but because Sprint made a fundamental change in their business operations once CEO Dan Hesse was brought on board. The very first thing he did was overhaul the customer service departments. Sprint from 2006 is not the Sprint of today.
I think it's only fair to give them credit.
I had went through 5 hero's (dust under screen, buttons,ect) When I got my 5th with speaker problems they told me that I had to buy a new phone because they only give out 5 replacements max. After 1 week of calling over and over talking to a mess of different people and complaining they bumped my upgrade eligibility up by 8 months and now sitting with my EVO. Thank you sprint.
As long as your contract is settled if they want you to pay the ETF or not, you can keep the Evo. If you owe anything it'd be black listed and wouldn't be able to be used on sprint's network.
Even if you pay the ETF you can probably still come out ahead selling the Evo on ebay.
nugzo said:
Anybody here had any dealings with Sprint Early Termination? I wonder if there is some sort of lemon clause or something. I'm on my 4th EVO in 4 months. Screen, USB, Volume Rocker, USB. They have replaced it under warranty each time, no charge. I guess i have a pretty good argument. This is a business phone/account so down time is money. Even if its only a couple hours each issue. Well you can bet that i'll give it a try. Hopefully the Nexus S will give me the nudge i need to call and raise hell. My 4th New EVO will be here Tuesday. At least i'll have a new phone to sell.. That's if you can keep the phone when you early terminate. Can you? I wonder if you can keep it if they let you out early... Like my situation. Hmmm Anybody had any dealings with either scenario? Thanks in advance!
ps. Please dont turn this thread in to an EVO is a great phone, why would you want to cancel thread. I know its a great phone.. When it works. I really want to get back to t-mobile. I had absolutely no issues with them in the past...Years of service. They are cheaper and their 4g is available in my area. Sprint is not, and has no plans to be any time soon. Thanks so much.
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atoy74 said:
It's not cause you reported them to the BBB but because Sprint made a fundamental change in their business operations once CEO Dan Hesse was brought on board. The very first thing he did was overhaul the customer service departments. Sprint from 2006 is not the Sprint of today.
I think it's only fair to give them credit.
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Fair enough.
But the event I described came to it's conclusion in October of 2004.
Pete
The car business are not the only companies with an official lemon law however, it also covers RVs, Boats and wheelchairs, so I think your EVO might not make the cut. I have had two cars at my dealership bought back.
Consumer protection legislation typically labels vehicles as "lemons" if the same problem recurs despite multiple repair attempts (such as three times in a row over a short period, where previous attempts have not fixed the problem) or where defects have caused a new vehicle to be out of service for a prolonged period (typically thirty days or longer) for repairs{/I]
So even if their was one for the EVO, it would most likely not apply to your situation.
That being said, I have had 3 EVOs replaced for the Screen separating, I find it quite nice that sprint keeps repairing phones, because realistically it cost them for every phone they give away for free because of it being defective. As for T-mo being cheaper, I highly doubt it.
What I see here is someone who does not have 4G in their area and wants to go back to T-mo for HSPA. Thats called "Buyers Remorse" and BBB and Sprint both frown on that.
For the record, I sat in a Union meeting with 5 of my coworkers, 4 on T-mo Galaxy S, 1 on Verizon Droid and me on Sprint. We all did speed test. They got between 0.5Mbps and 1.5Mbps while I was getting 4.5Mbps. Don't believe the hype.
If 4G hasn't gotten to you yet, you have my sympathy because I understand paying $10 extra on your plan (regardless of what it is for) can be frustrating, but Plan for Plan unless your getting some special discount, Sprint is the cheapest unlimited Phone/Text/Data plan.
I don't see how your problem is related to Sprint and the service they provide. You contracted with Sprint to provide you with a cell phone service, which they have provided. Your problem is with the build quality of your HTC phone.
I doubt they would terminate your contract without a fee unless the problem was related to Sprint's service. They have provided you with free replacements and I believe at best you could get a different phone from them, but they have not failed in their contract obligations in any way.
nukedukem said:
I don't see how your problem is related to Sprint and the service they provide. You contracted with Sprint to provide you with a cell phone service, which they have provided. Your problem is with the build quality of your HTC phone.
I doubt they would terminate your contract without a fee unless the problem was related to Sprint's service. They have provided you with free replacements and I believe at best you could get a different phone from them, but they have not failed in their contract obligations in any way.
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As a former mobile CSR, I'm going to have to agree with this post. How is it that you guys are having so many problems with your phones anyway? I buy smartphones on Craigslist and I have a drawer-full of them. OP is having more problems with just the EVO than I've had with any phone at any time combined. (This includes two EVOs and one Epic.)
If your wireless provider has replaced your mobile phone multiple times without charge, you probably should be thankful.
And to answer your questions OP, there's no such thing as a lemon clause. If you cancel, you keep the phone unless you're in your carrier's 'buyer's remorse' period - which you are not.
The only time Ive seen it happen it had to with rreception or billing issues
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nukedukem said:
I don't see how your problem is related to Sprint and the service they provide. You contracted with Sprint to provide you with a cell phone service, which they have provided. Your problem is with the build quality of your HTC phone.
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Can't say about yours, but my Evo says Sprint in the upper right corner and it doesn't go away when I turn off the phone.
Please note that I don't have a dog in this fight. I'm just making a couple observations.
Pete
I like turtles
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nukedukem said:
I don't see how your problem is related to Sprint and the service they provide. You contracted with Sprint to provide you with a cell phone service, which they have provided. Your problem is with the build quality of your HTC phone.
I doubt they would terminate your contract without a fee unless the problem was related to Sprint's service. They have provided you with free replacements and I believe at best you could get a different phone from them, but they have not failed in their contract obligations in any way.
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illogic6 said:
As a former mobile CSR, I'm going to have to agree with this post. How is it that you guys are having so many problems with your phones anyway? I buy smartphones on Craigslist and I have a drawer-full of them. OP is having more problems with just the EVO than I've had with any phone at any time combined. (This includes two EVOs and one Epic.)
If your wireless provider has replaced your mobile phone multiple times without charge, you probably should be thankful.
And to answer your questions OP, there's no such thing as a lemon clause. If you cancel, you keep the phone unless you're in your carrier's 'buyer's remorse' period - which you are not.
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So if i buy an accord from a dealership, and have problems, i would have to take it up with honda japan to get my issue resolved? The dealership is not responsible for taking care of my problems? Why, because their duty was to sell me the car, and that is done, so no more obligation to me? Wow, you guys are a bright pair. lol. That is the most ridiculous thing i've heard in a while....toddlers included.
Oh and i've had about 20 different phones in my life and this is the very first one i've ever had replaced.
thefredelement said:
As long as your contract is settled if they want you to pay the ETF or not, you can keep the Evo. If you owe anything it'd be black listed and wouldn't be able to be used on sprint's network.
Even if you pay the ETF you can probably still come out ahead selling the Evo on ebay.
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Say Sprint says... Sorry Mr. Nugzo that you have had so many problems with the EVO we sold you. We will waive the ETF for you and wish you luck with your next carrier. I wonder if they would require the phone to be returned, i did already pay $200 that went towards the phone. I wouldn't mind giving the phone up if they refunded the $200 as well. After all they have already agreed that their merchandise has caused my problems. Of course they didn't do it on purpose, but that is irrelevant. I guess i'm kinda asking this in the wrong place. Majority of the people reading this are current sprint customers, so they havent been presented with this exact scenario, just looking for similar scenarios i guess. Anyway i'll have the answer soon enough. When i get it, i'll let every one know how it went down. Thanks everyone for contributing.
The United States is the only country where a SERVICE PROVIDER also sells the phone for customer convenience. I wonder how you all would feel if they stopped all this and you had to buy your phones from the MAKER directly. No more calling Sprint because you don't like a phone HTC built, not Sprint. No problems with TMo right? I forgot, they have different phone makers /sarcasm
I also have never had nor needed a replacement with any phone I've ever owned. I wonder what some of you guys are really doing to your devices.
By the way you will not have your ETF waived because of phone replacements, especially when your brand new working phone you're waiting for is... well, working. How many months do you have left on your contract?
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nugzo said:
So if i buy an accord from a dealership, and have problems, i would have to take it up with honda japan to get my issue resolved? The dealership is not responsible for taking care of my problems? Why, because their duty was to sell me the car, and that is done, so no more obligation to me? Wow, you guys are a bright pair. lol. That is the most ridiculous thing i've heard in a while....toddlers included.
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There's no need to be a douche bag. You asked a question and we answered it for you. Even if you don't completely understand the nature of the business, you don't need to insult those that do.
DirtyShroomz said:
The United States is the only country where a SERVICE PROVIDER also sells the phone for customer convenience. I wonder how you all would feel if they stopped all this and you had to buy your phones from the MAKER directly. No more calling Sprint because you don't like a phone HTC built, not Sprint. No problems with TMo right? I forgot, they have different phone makers /sarcasm
I also have never had nor needed a replacement with any phone I've ever owned. I wonder what some of you guys are really doing to your devices.
By the way you will not have your ETF waived because of phone replacements, especially when your brand new working phone you're waiting for is... well, working. How many months do you have left on your contract?
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I disagree. Sprint sold me the phone, thet are responsible for it. This is a business account, not a personal account, so everytime my phone is down i am potentially losing money.. Most of the time big business like sprint will do the right thing in a situation like this. Oh and i got this email the other day, after he called and woke me up at 7:00am lol Asked for me email.
"My name is Andre ****** Sprint business account manager and I wanted to make sure you were aware of some of the advantages and perks you are privy to for having a business account with Sprint Nextel."
Maybe i will just contact him about it and see what he says. If its like Time Warners business Reps, they arent worth having.
nugzo said:
I disagree. Sprint sold me the phone, thet are responsible for it. This is a business account, not a personal account, so everytime my phone is down i am potentially losing money.. Most of the time big business like sprint will do the right thing in a situation like this. Oh and i got this email the other day, after he called and woke me up at 7:00am lol Asked for me email.
"My name is Andre ****** Sprint business account manager and I wanted to make sure you were aware of some of the advantages and perks you are privy to for having a business account with Sprint Nextel."
Maybe i will just contact him about it and see what he says. If its like Time Warners business Reps, they arent worth having.
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This kind of mindset is bad for everyone. Sprint didn't build the phone, HTC did, you need to learn and realize that. Sprint sells you the ability to use the phone HTC made; make calls, browse the web, send texts, etc. If you don't like your phone don't buy an HTC product, but Sprint replacing your phone is them keeping up with the contract. You think HTC phones on TMo or ATT or Verizon are somehow made better? No, it's the same company making them.
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DirtyShroomz said:
This kind of mindset is bad for everyone. Sprint didn't build the phone, HTC did, you need to learn and realize that. Sprint sells you the ability to use the phone HTC made; make calls, browse the web, send texts, etc. If you don't like your phone don't buy an HTC product, but Sprint replacing your phone is them keeping up with the contract. You think HTC phones on TMo or ATT or Verizon are somehow made better? No, it's the same company making them.
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This type of mindset is bad for everyone? lol ok. I think your ignorance is bad for everyone. Sprint sold me the phone, not HTC. You honestly think sprint should not warranty the item they sold me? I never said a thing about any phone being made better on a different carrier. I did say though that i've had over 20 phones in my life and this is honestly the first i've ever had to replace. I haven't done anything any different with this phone than i have with the others. i paid sprint $200 bucks plus signed a contract for a phone and service. You cant use the service without the phone right? Why in the world would you think they aren't responsible? Sprint is making a profit selling phones as well as selling service. I am not having problems with the service they sold me, but i am with the phone THEY sold me. Again, HTC didn't sell me the phone. Sprint warrantied the phone for 1 year, so they are responsible for it, plain and simple. Thats why they replaced it with every issue i had. They never referred me to HTC to handle it, and they wont, not while its under their (sprint) warranty.
nugzo said:
i never said a thing about any phone being made better on a different carrier. I did say though that i've had over 20 phones in my life and this is honestly the first i've ever had to replace. I haven't done anything any different with this phone than i have with the others. i paid sprint $200 bucks plus signed a contract for a phone and service. You cant use the service without the phone right? Why in the world would you think they aren't responsible? Sprint is making a profit selling phones as well as selling service. I am not having problems with the service they sold me, but i am with the phone THEY sold me. HTC didn't sell me the phone. Sprint warrantied the phone for 1 year, so they are responsible for it, plain and simple. Thats why they replaced it with every issue i had. They never referred me to HTC to handle it, and they wont, not while its under their (sprint) warranty.
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The phone's one year warranty isn't from Sprint, it's from HTC. Sprint is simply choosing, in your case, to deal with the manufacturer's warranty themselves so that you do not have to. This is contrary to the information that I have. I work at a retail store that sells Sprint, AT&T, and T-Mobile phones. In the event that a customer walks in and requires service as covered by the manufacturer's warranty for a Sprint phone I have been instructed to refer the customer directly to the manufacturer and not to Sprint. For T-Mobile and AT&T I have specific AT&T and T-Mobile phone numbers to give to the customer since AT&T and T-Mobile do handle manufacturer's warranty replacements for their customers.
If Sprint is still willing to handle manufacturer warranty replacements/repairs for you, then by all means I encourage you to continue to take advantage of that! I have no experience with manufacturer warranty replacements with Sprint (EVO is my first Sprint phone) but I can say from experience that AT&T always handled those replacements much faster than the manufacturer of the phone would have (typically with overnight delivery of the replacement phone BEFORE I sent the defective one back). I'm simply clarifying the case here and, potentially, warning you that Sprint may have changed their policy regarding the service of phones under the manufacturer's warranty since this information I've been given from my work only came out a few weeks ago.