Database Users

[Venting] T-Mobile's Return Policy

Okay, I'm mad. So I decided I did not like the G2 and wanted to hold out for a better phone in the future. I pre-ordered it and called up the local T-Mobile store to ask if I could return my phone. They happily said sure come on in. The closest T-Mobile store is about 20 min away, but it beat shipping the damn phone.
Well, when I got there, they saw I had the G2 and quickly said ohhh nooo sorry sir but you have to ship that back. We can't take it. WTF. I told them they just told me over the phone I could return it and they just kept apologizing.
Then I called T-Mobile on the way home (speaker phone) and told them I needed to return the G2. The rep I got started going on about how come I don't want to keep it. I literally had to argue with this douche before he agreed to let me return it. He also said they would not cover any shipping charges. WTF.
So I finally shipped it off about 2 weeks ago and put $500 insurance on it. Well, I called T-Mobile yesterday to see if they had received my phone yet so I could get the credit put back on my EIP (So I can buy a new phone possibly the HD7.) They said they don't have it and to call USPS. I called USPS and they can't find any info on it except that it *should* be at the T-Mobile warehouse by now. WTF.
So I have both companies telling me to call the other company. I'm really pissed off. I don't know what to do next. :\
tl;dr version : T-Mobile and USPS say they both don't have my phone!

This is why you should NOT send anything USPS but first class mail. THEY LOSE THINGS! UPS and FEDEX are the only way to go when it comes to returning items. Sorry that you have had bad luck. But NEVER have faith in the postal service...

Well if USPS can't prove that was delivered you have insurance on the package file a claim and get the money for it.

Tatdude806 said:
This is why you should NOT send anything USPS but first class mail. THEY LOSE THINGS! UPS and FEDEX are the only way to go when it comes to returning items. Sorry that you have had bad luck. But NEVER have faith in the postal service...
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+1
I shipped mine back FedEx Ground with $500 worth of insurance. I have the signature of the person who signed for it. Call me paranoid, but I don't trust USPS for squat either. It cost me a total of $11, including the box and filler.
Did you fill out the return sheet and provide T-Mobile the tracking number (as instructed) *before* they received it?

TheArtiszan said:
Well if USPS can't prove that was delivered you have insurance on the package file a claim and get the money for it.
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Nobody gives you insurance by default. You have to ask for it *and* pay for it. Even then, you have to prove to them that it wasn't delivered, which requires tracking and signature confirmation.
Sucks, but USPS has always been like this.

HamNCheese said:
Nobody gives you insurance by default. You have to ask for it *and* pay for it. Even then, you have to prove to them that it wasn't delivered, which requires tracking and signature confirmation.
Sucks, but USPS has always been like this.
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he says he insured it for $500, i sent my back with fedex though to get a tracking number, also insured it for $500

I sent mine back via UPS, as soon as I left the store I called T-Mo and they put the tracking info in their system, checked the status and since it showed up they went ahead and credited my account as if they already received it.
Victor
I also believe that when you talked to them, they more than likely said to ship it back via UPS or FedEx to insure you have a tracking number. At least they have told me that every time I have sent a phone back to them over the years.

You'll be alright. Make sure to save your receipt from USPS and a tracking number. Call tmobile until you speak with a supervisor. You may need to wait for them to call you back. Tell em your story, give them your numbers and they'll track it down. They have a way of tracing packages. You'll get your money back if you have proof you sent it and you push hard.
Good luck.
Sent from my T-Mobile G2 using XDA App

funkeee said:
You'll be alright. Make sure to save your receipt from USPS and a tracking number. Call tmobile until you speak with a supervisor. You may need to wait for them to call you back. Tell em your story, give them your numbers and they'll track it down. They have a way of tracing packages. You'll get your money back if you have proof you sent it and you push hard.
Good luck.
Sent from my T-Mobile G2 using XDA App
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Yeah I still have the receipt with the tracking. The problem with the tracking is that when I try to search for it, it says this:
"Delivery status information is not available for your item via this web site. A return receipt after mailing may be available through your local Post Office."
So, yeah, I won't be using USPS again. As for whether or not T-Mobile said I could use USPS, they did.
I'll try getting a hold of a supervisor tomorrow. Hopefully they can get this resolved for me. Luckily, I'm in CA, so I have 30 days to return it.

I'm confused....did you order delivery confirmation on the package? Because the only way you can track a package with USPS is if you order delivery confirmation (or if you send it via registered mail...but I think that's only for envelopes).
Btw I sent my G2 back to TMO and they credited my account $10 for the shipping.

Big mistake sending it USPS... should have sent it UPS or FedEx.

aedv said:
I'm confused....did you order delivery confirmation on the package? Because the only way you can track a package with USPS is if you order delivery confirmation (or if you send it via registered mail...but I think that's only for envelopes).
Btw I sent my G2 back to TMO and they credited my account $10 for the shipping.
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Newp, I did not. Guess I made a mistake there.

It's funny cause I've always used UPS for years, but I thought I might be able to save a few bucks going USPS this time. Regret that decision. Not worth the extra hassle at all.

mark925 said:
Big mistake sending it USPS... should have sent it UPS or FedEx.
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what everyone else has said about USPS - and it can take 6 months + to resolve a loss claim with them - biggest joke in the world.
I had an experience with them over a $505 COD pmt that never came back to me and it took over six months to resolve and the only reason it got resolved then was that i knew someone high up in the Postal system that pointed me at the right person to talk to. Without that pointer, i'd still be waiting for that pmt to show up
UPS or Fedex aren't the greatest, but at least losses are resolved in short order (2-3 weeks at the outside) - we ship a lot with UPS so we've had some experience with them. And their tracking svc actually shows where something is in the system - postal shows "in transit", sometimes 3 weeks after it's been delivered
USPS employees, at night, practive giving aspirin tablets a headache

ericc191 said:
Okay, I'm mad. So I decided I did not like the G2 and wanted to hold out for a better phone in the future. I pre-ordered it and called up the local T-Mobile store to ask if I could return my phone. They happily said sure come on in. The closest T-Mobile store is about 20 min away, but it beat shipping the damn phone.
Well, when I got there, they saw I had the G2 and quickly said ohhh nooo sorry sir but you have to ship that back. We can't take it. WTF. I told them they just told me over the phone I could return it and they just kept apologizing.
...
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I preordered the G2 and was fully aware that I'd have to pay for shipping if I returned it during the buyer's remorse period. Too bad someone from the tmo store gave you wrong info - but that is to be expected. I never rely on the store workers for information.
Chances are they will find your phone so don't sweat it!

larryccf said:
UPS or Fedex aren't the greatest, but at least losses are resolved in short order (2-3 weeks at the outside) ...
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So who do you recommend besides Fedex or UPS? For small packages of high value Fedex is better. For heavier / larger stuff UPS is the best - as far as price goes at least. This is true of 3 day / ground type service insured.

aedv said:
I'm confused....did you order delivery confirmation on the package? Because the only way you can track a package with USPS is if you order delivery confirmation (or if you send it via registered mail...but I think that's only for envelopes).
Btw I sent my G2 back to TMO and they credited my account $10 for the shipping.
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Remember, this is USPS.
When the recipient signs for the package, they return mail you the little yellow card (also via USPS, and also just as likely to be "lost" by them.)
In any event, you'll have to go through USPS and file a claim. They might make you wait a few more weeks, so the return card has time to arrive.

starfcker69 said:
So who do you recommend besides Fedex or UPS? For small packages of high value Fedex is better. For heavier / larger stuff UPS is the best - as far as price goes at least. This is true of 3 day / ground type service insured.
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$11 FedEx Ground (via Kinkos, including packing material and an outer box)
UPS price is under $10 for ground
There really isn't any other viable option.
FedEx vs UPS - It really doesn't matter anymore. Both are comparable for most packages. Just don't use USPS for anything important.

For Premier Customers told to Call for $100 Rebate

So, I went through and exercise in futility yesterday / last night. I know there were a number of us who preordered when premier was having that issue where we didn't receive our $100 rebate. Several of us posted that we called support and we're told to call in when we receive the product and we'll get our rebate/credit. Well, I did this yesterday and I was met with a brick wall.
Essentially I was told I have to return the phone and reorder to get the rebate. How dumb is that? I was on the phone for over 2 hours trying to get this resolved and was obviously bumped around a number of representatives. It was even noted, in my notes, and I was told they could "force" customer care. Well, when on the phone with customer care (again), that took in excess of 15 minutes and I finally lost it. Told them to send me the return mailing info.
Talk about a complete joke.
BBB received a complaint about AT&T last night.
I'd recommend all of you that were told the same thing to call because you might have some issues..

I am holding off on ordering mine until it is squared away. Either that or I am just going to go into the store.
I tried again online today and it would not let me add the data package to get the rebate online. I talked to an online representative via the chat window, and she confirmed that there is an issue with the rebate online.
Oh well, I should probably sell my captivate first anyway.

So with the $100 rebate what is your final cost ?

wasonamit said:
So with the $100 rebate what is your final cost ?
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before taxes, $199

I never committed to not saying "I told you so" so...I told you so.
AT&T's premier website was so completely hosed up for the first 24-ish hours of preorders that I just said screw it.

phobos512 said:
I never committed to not saying "I told you so" so...I told you so.
AT&T's premier website was so completely hosed up for the first 24-ish hours of preorders that I just said screw it.
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that was helpful....

I have avoided ordering online from premier for now because from day 1 it's showing 299 + 18 upgradation fee . And nowhere I can add data plan or get a rebate.
Lets hope this changes soon.

I had this issue. I called support. She said my data plan was not compatable with the phone. She changed my data plan (still unlimited, and actually cheaper) and when I ordered through premier online it gave me my 100 off. Got my phone yesterday!
So there is a simple fix... you may just have to call a couple times to get the right person.
-Mike

theknub said:
that was helpful....
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I wasn't trying to be helpful - I was trying to warn people of the dangers of clicking OK to a price with the promise that it'll be reduced later - that's foolish. There's ZERO guarantee that AT&T will honor the reduced price that a random customer service agent promised you over the phone to make a sale.

I ended up just going in to the Corporate AT&T store to preorder last week after a 90 minute nightmare call to Premier.
highlights?
"the iPhone uses special data that can only be used with an iPhone, you can't use that kind of data with a normal smart phone, so you can't keep your unlimited plan"
"Premier is a separate business unit from AT&T and we do not have the same options and plans that regular 611 has"
There's more, but that's enough. The store had an issue with my legacy family texting plan not allowing them to apply the upgrade discount - they just took it off, had me buy the phone with the discount, and then put the old texting plan back on.
I'll never call premier customer service again. I actually asked them to remove me from the program, but they couldn't even do that right. They transferred me back to normal Customer Care to have that done, dropped me on the way, etc. Ended up keeping the discount while getting a promise from CC that i don't have to call premier.

Help me guys, Por Favor :)

I was not sure where to post this at but alot of you guys are absolutely helpful
so i figured i'd post here and ask for your help. Sorry mods and i hope this
doesn't get moved!!! It is a little long so i apologize for ranting
I've been with Tmobile since November 2010 and i was told I would be able to
switch over to post paid from flexpay in 6 months which i estimated around April.
Good deal. I am on easpay(automatic drafting) and the payments are always on time. Last month, I paid my usual amount for one line. Cool, everything is fine.
A week or two later, i decide to add a line for my brother to get a phone. Being flexpay, i have to of course buy the phone and make a payment in advance for services as well as month in advance since it is in the middle of the bill cycle. Again, no worries everything is cool.
So low and behold the phone gets here and the same day it gets here, both his and mine line are suspended for nonpayment(even though i made a payment for both). I call in and talk with the reps from the Philippines and they tell me they can't find a payment.
So i am basically getting annoyed because i always pay on time and they are telling me i have not paid for either line.
So i used the trick and I called back and instead of using my number, i just typed in my friend's number(She is postpaid) and i got their division of postpaid customer service and explained the situation. They filed a lost payment and while they researched it, they reinstated my account. Eventually that was solved.
Okay, so flash forward to two weeks ago and the same issue occurs except this time I didn't make a payment nor was automatic payment supposed to take the payment out. It is due on March 3rd and it took the payment out
at the end of February.....
So i call in and dispute this and they what..."Can't find the payment" and they have to do another lost payment search and it will take 3-4 business days.
I go on vacation for Spring break and I decide to call in and figure out what is going on. I've given them nearly 2 weeks to fix it.
So now...
1)Can't find the payment(even though my checking acct shows it was taken)
2) They closed the case of the missing payment...Didn't contact me by phone email, text, letter in the mail or anything letting me know the case was closed and letting me know what else i could do or needed to do. They just closed the case and had i not called in, i would have never have known it was closed.
Basically they can not find a payment and even now that i have taken the actual checking out statement in to the store and had them fax it(while i was there) they are still telling me nothing can be found.
It's $101. I am not worried about this money. It is the principal of the situation and the fact that I do not want to be apart of a company
who takes money but can't find the payment.
I didn't mail the money or a money order. It is an electronic payment.
There should be footprints everywhere that shows a payment. And i
don't see how the same exact issue can happen in less than 3 weeks
apart.
any suggestions? what would you guys do?

The fact is, you have proof in the bank statement that T-Mobile collected money from you. Sounds like you're going to have to climb the supervisor ladder until you get someone who has some authority. They can't deny a payment when your bank confirms they took it, so it's just a matter of following it through to the end. As to how you view T-Mobile and whether you wish to stick with them, that's up to you.

Is there anyway to get contact with someone above the call center reps? I've spoken with 2 supervisors(obviously from the Phillipines) and it has just been
an annoying ordeal.
I am only sticking with tmo until the Xperia play or Bionic is released(or some new windows phone catches my eye).
I just need to figure out how to get in contact with someone above the call center reps

They tried to screw me over too when I returned my g2 and got a mt4g. They were charging me for both still because I just did the thing where you add payments to your bill. They were still charging me for the phone I returned and the new one. For about a month of fighting with them, they just kept saying we don't see the payment then they started telling me they returned my money which wasn't true because it wasn't in my account and a credit was never made. So I called the bank and bam 3 days later I got my money. Go to the bank and tell then T-Mobile said they returned you the money and you haven't received it. They will return it for you and take care of the liars at T-Mobile. Been with them for 8 years, I don't know why they were gonna lie and try to screw me out of $138. Bullcorn.
Sent from my HTC Glacier using XDA App

I can almost guarantee the payment was accidentally posted to your friends acct.

@Chad, haha that is doubtful
But anyway, after threatening to leave and take both lines with me to Verizon, she credited my account for the next billing cycle 54 bucks.
Small compensation but at least i got a decent rep who actually did something in my favor.
And I already called my bank and disputed the charge and i should have my 101 dollars back by tuesday the bank rep said.
This works out in my favor. I am still leaving them because i find their flexpay customer service horrible and since my next bill is not due till May 5th now, i am
able to A)save a month of paying a bill B)able to wait and see what comes out for
the other 3 carriers at CTIA

Sounds like Sprint is already taking over, in the CS dept.

There's a big push to get ppl from fp to post paid. Have you asked if you're elegible for conversion?
I've seen payments post to the wrong acct before.

Me too same exact situation here. Was grtting chastened for the g2 and the 4g. Lame.they did fix it though.
Sent from my HTC Glacier using XDA App

I just dont see how a payment can be posted to the wrong account if the account has been set up on Autopay since i signed up back in November 2010
and i dont see how the same exact thing happens within a 2 week period either.
I just worry that since they screwed up the payment and i had a suspension(4 hours) that it doesn't reset the time needed to stay on FP before I transfer to Post Paid
You have to have at least 6 months of good payments to swtich to Post paid
haha and i agree, this does seem like Sprint type of customer service haha

carmeng4evr said:
I just dont see how a payment can be posted to the wrong account if the account has been set up on Autopay since i signed up back in November 2010
and i dont see how the same exact thing happens within a 2 week period either.
I just worry that since they screwed up the payment and i had a suspension(4 hours) that it doesn't reset the time needed to stay on FP before I transfer to Post Paid
You have to have at least 6 months of good payments to swtich to Post paid
haha and i agree, this does seem like Sprint type of customer service haha
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It does your probaly going to have to wait another 6 months to get post paid. Make sure you have that they are at fault so get it in writing. I myself pay full price for my phone out of contract plan. Since its cheaper in the long run anyway.
Sent from my glacier using XDA Premium App

carmeng4evr said:
I just dont see how a payment can be posted to the wrong account if the account has been set up on Autopay since i signed up back in November 2010
and i dont see how the same exact thing happens within a 2 week period either.
I just worry that since they screwed up the payment and i had a suspension(4 hours) that it doesn't reset the time needed to stay on FP before I transfer to Post Paid
You have to have at least 6 months of good payments to swtich to Post paid
haha and i agree, this does seem like Sprint type of customer service haha
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If you want off flexpay go into a corporate store and get them to call. In the store they have the same list to see if your prequalified or call from someone's phone who goes to regular customer care.
Sent from my HTC Glacier using XDA Premium App

Eh, it's all good.
I'll just drop the 200 for the ETF or sell the line to a friend
I am WANTING THAT FRIGGIN Xperia play

WTF???AT&T canceled my order for lapdock!

AT&T, SOB!!!!!
Does this happen to any of you?

yes I received an email that it is canceled, but on their website it is still showing as "in progress"

wow.
they give any reason as to why they cancelled the order?

ifalldownalot said:
wow.
they give any reason as to why they cancelled the order?
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I don't think so...
The email said "unable to verify the information you provided or you have exceeded the number of lines of service that we allow customers to purchase online."
I am using Atrix on AT&T, and they cannot verify my information? What the hell? Why not just simply call me to "verify"?

It hasn't happened to me but I didn't sign in to order it. On the website it still says "In Progress" for me as well.

I haven't gotten an E-Mail from them about it being canceled, but I noticed earlier that the $50 credit was canceled from my card before it even went through.

I just checked my bank account and I saw that I had my $50 back as well.
Upon detailed inspection of my account the order still says Shipment Pending but in my bank statement the transaction doesn't exist. Like it never happened. On another note, if you check the AT&T store it now shows the lapdock as $99.99 and it is currently "Out of Stock."
Sent from my MB860 using xda premium

They have taken the money from my account and haven't put it back yet. Maybe good news for me? Time will tell! Still showing shipping pending

I suggest if you all really want the Lapdock, to go get the $75 refurbished one now!
Sure you pay $25 more, but it's still a great deal and if you don't get a confirmation email with tracking # on your current order, then you are most likely SOL just like the whole HP Touchpad and Blackberry on Black Friday incident a while back.

I called them they told me they were on back order and when they ship they are going to charge my card
Sent from my Xoom using xda premium

Mine's cancelled also. I'm actually glad about it; almost got a buyer's remorse. Oh well, no more conflicts between blur or CM7. Cyanogenmod ftw.

same here. I called but the att guy knew nothing

I have pending shipment, no email about cancellation and money still gone. I want a dock! haha
what i'm curious about is are they still making lapdocks or have they switched solely to lapdock 100s now? Because I'm tempted to call ATT and have them switch my order to a refurbished unit in order to get one. If they're still making the OG lapdock then I'm not too worried. but if they aren't then I'm gonna be pissed =(

I received the email today after ordering on the 4th.
My email stated it was canceled because they were out of stock.
What pisses me off is many others received their order that ordered after I did.
I spent an hour on the phone Monday being bounced between ATT departments and everyone of them said they could not find any order I placed.
The last one I talked to stated the product was back ordered and I would receive it when it was back in-stock.
After this mess I am considering dropping service. I am not that concerned with the dock itself but I have an issue staying with a company that clearly does not fulfill its obligations after the confirmed an order.

I second your thoughts.
Once they confirm order,they must fulfill that.

If you all have confirmation papers of your order, you can try what I did. I got my Lapdock today by calling first to my ATT Store I go to and I had them price match it for me for $50. All I had to do was call the ATT customer care and cancel my order and have them put a note in my account for the store in my area to do the price match.
I heard from another thread that ATT had 4000 on backorder and I used that line as leverage.
Sent from my Atrix XDA Premium App

I did the same thing today. Had to call all three stores in my town to find the last one, but they did match the price and I carried it out with me.
Called and cancelled my order too so that should free one up for someone!
Get 'em while you can.

Voelker45 said:
If you all have confirmation papers of your order, you can try what I did. I got my Lapdock today by calling first to my ATT Store I go to and I had them price match it for me for $50. All I had to do was call the ATT customer care and cancel my order and have them put a note in my account for the store in my area to do the price match.
I heard from another thread that ATT had 4000 on backorder and I used that line as leverage.
Sent from my Atrix XDA Premium App
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I just did the same thing this morning. Called a nearby store and asked if they could price match my online purchase. They said no.
Called another nearby store and this store said yes. Took all of 5 minutes to buy the dock, no questions at all whatsoever. I just gave them a copy of my confirmation email and I was out of the door. I am sure local stores are dying to get these out of their inventory because I doubt they sell anymore, they don't even carry the Atrix anymore. I don't know why the first store with 14 in stock didn't want to do it, the second store only had 2 in stock.

I, too did the price match thing with a local store! I called about 5 different At&t places until the one 5 miles away agreed to the price match...but said he couldn't give me a discount right at the store...but would credit the excess to my next bill. So I said, sure why not...I just didn't wanna wait and wait and wait for nothing from At&t anymore..and I am very happy with it! Yay!

The new lapdock for Atrix 4G isn't listed online anymore at AT&T in the regular store which means they won't be selling it through the regular online store anymore. (Refurb still listed for $75). If an item doesn't show up, it's gone for good is what I was told by AT&T. Lapdock does however still show up in the Premier store for $299 and is available.

Samsung Executive Response, or Similar?

Is there anyway to contact their executive response or a US team fot help?
Long story short I did the $99 promotion for both my phones, on Monday I got an email stating that they were both canceled with no explanation as to why, but when I called I was told that I was still pending fulfillment (bull). So today I got another email saying that my order was cancelled, again, no explanation. So I called and I was told that they were both canceled, and the rep can't figure out why or what happened. He said he also can't re order the bundle, I asked if it was possible to just get the headsets at least and he said no. I've gotten a run around the past three days as to why my order was cancelled, and no explanation. So if anyone has any ideas on how to push this further up that would be great. I registered on the 19th, paid on the 20th and was in limbo till Monday when I got the email saying it was canceled.

BornAgainAndroid said:
Is there anyway to contact their executive response or a US team fot help?
Long story short I did the $99 promotion for both my phones, on Monday I got an email stating that they were both canceled with no explanation as to why, but when I called I was told that I was still pending fulfillment (bull). So today I got another email saying that my order was cancelled, again, no explanation. So I called and I was told that they were both canceled, and the rep can't figure out why or what happened. He said he also can't re order the bundle, I asked if it was possible to just get the headsets at least and he said no. I've gotten a run around the past three days as to why my order was cancelled, and no explanation. So if anyone has any ideas on how to push this further up that would be great. I registered on the 19th, paid on the 20th and was in limbo till Monday when I got the email saying it was canceled.
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They have the worst customer service ever. I filled out for the promotion for just the free one and I never got anything back so I ended up calling and they put me down for the $99 bundle which they are now sold out of and won't let me switch to the free one. And plus you have to wait 2+ hours just to get a hold of anyone.. So I hope someone can chime in on how to reach a higher person there

sparky2029 said:
They have the worst customer service ever. I filled out for the promotion for just the free one and I never got anything back so I ended up calling and they put me down for the $99 bundle which they are now sold out of and won't let me switch to the free one. And plus you have to wait 2+ hours just to get a hold of anyone.. So I hope someone can chime in on how to reach a higher person there
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Yeah, it has been a huge pain to get this figured out.

Well, got my email yesterday on the free giveaway, 4-6 weeks till it arrives hopefully.
Sent from my SM-G950U using Tapatalk

I got the email approving my $99 bundle last night and everything went through when I followed the link to order. Hoping I actually get something in the mail, lol

I got the free one and the 99 $ one.... I signed up for the 99$, got an email to order the free one instead. I called, they put me down for the 99$ one again and I got the email and completed the order. The next day, they shipped me the free one..... And 3 weeks later, the 99$ one shows up on my doorstep. They really screwed this up...... I didn't ask for nor want two of the VR headsets, but I got them anyway.