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
Sent from my PC36100 using XDA App
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
Sent from my PC36100 using XDA App
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?
Sent from my PC36100 using XDA App
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?
Sent from my PC36100 using XDA App
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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.
Sent from my PC36100 using XDA App
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.
Sent from my PC36100 using XDA App
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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.
Related
I purchased 2 HTC Evo 4G's on June 4th. I still have until July 4th do return/cancel the lines. I'm having those light leaking problems and my GF's phone is lifting at the bottom part of the screen. I ported both numbers from AT&T to Sprint and want to know what the best route would be to get replacements.
My local RS which happened to be the Point of Sale doesn't have any Evo's in stock nor did they know when they will receive any. I was told by a manager that when they receive more stock they will call me to let me know when I can swap out the devices. I don't believe him being that he stated that even if he gets them after the 30 day period it'll be an easy swap. I think I'm setting myself up for failure and they just want me to ride out the 30 day period so they can collect commission.
I called Sprint today and was told that I have the option to return the equipment and get 2 replacement phones (different models) and that I would have to wait for my upgrade to get the Evo's again. Why would I wait a year and a half to upgrade my phones!?
Is there an escalation path so I can have Sprint send me 2 replacements in the mail and I'll send these 2 back? I don't want to go through insurance since I just got the phones and I refuse to pay $200 to get 2 devices shipped to me when I just got the phones.
I'm stuck between a rock and a hard place and need some advice. I asked the rep if I could return the Evo's and use 2 Sprint phones I already own without a contract and she stated that I would still be on a contract. How does this make sense? I thought that if you own the phones there wouldn't be a contract. I hate calling because I get different answers every time and I don't want to be stuck with the bad batches for almost 2 years.
I m in same boat as you
But Sprint is sending me a new one overnite
Just explained that rs and my local corp Sprint store would do nothing
Sent from my Evo on on the Now network from Sprint
oh and duck Apple
Dude how did you get them to send you one if you bought it at Radioshack?
kwajr said:
I m in same boat as you
But Sprint is sending me a new one overnite
Just explained that rs and my local corp Sprint store would do nothing
Sent from my Evo on on the Now network from Sprint
oh and duck Apple
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You bought it at RadioShack and Sprint helped you? I tried this and got turned down.
You do not need to use insurance on a phone for warranty issues. If you are paying for TEP (total equipment protection) you can walk into a sprint repair center (it's important that it's a repair center) and they can go through to see if it's repairable, supposedly they've been taught how to tighten the screen or if they can order a new one for you. It's hit or miss that it could be a refurb but I would raise a stink that you're within 30 days and don't want a refurb but a new phone.
I told them that I went to 3 rs stores and not one would order one for me
Sent from my Evo on on the Now network from Sprint
oh and duck Apple
You should be able to have your account noted at RS that you want a replacement but there are no phones in stock.. RS is mailing me a replacement within the next 5 days,... They can extend the 30 day return period to 90 days if they do not have the item in inventory. Give it a shot.
i woudl escalate within sprints phone customer service. say you need replacemetns or you will cancel and get iphone 4. once you want to cancel tehy will transfer you to retentions whom have all the power to retain you as a customer.
do not trust the radioshack manager. be very weary of being able to do anything outside of 30 days.
I want to return mine too.
How bad does the issue have to be for them to consider replacing it?\There is also a bright spot on the phone that is very obvious on a white/light background, it kind of bothers me. I bought from Sprint.
gqstatus0685 said:
I purchased 2 HTC Evo 4G's on June 4th. I still have until July 4th do return/cancel the lines. I'm having those light leaking problems and my GF's phone is lifting at the bottom part of the screen. I ported both numbers from AT&T to Sprint and want to know what the best route would be to get replacements.
My local RS which happened to be the Point of Sale doesn't have any Evo's in stock nor did they know when they will receive any. I was told by a manager that when they receive more stock they will call me to let me know when I can swap out the devices. I don't believe him being that he stated that even if he gets them after the 30 day period it'll be an easy swap. I think I'm setting myself up for failure and they just want me to ride out the 30 day period so they can collect commission.
I called Sprint today and was told that I have the option to return the equipment and get 2 replacement phones (different models) and that I would have to wait for my upgrade to get the Evo's again. Why would I wait a year and a half to upgrade my phones!?
Is there an escalation path so I can have Sprint send me 2 replacements in the mail and I'll send these 2 back? I don't want to go through insurance since I just got the phones and I refuse to pay $200 to get 2 devices shipped to me when I just got the phones.
I'm stuck between a rock and a hard place and need some advice. I asked the rep if I could return the Evo's and use 2 Sprint phones I already own without a contract and she stated that I would still be on a contract. How does this make sense? I thought that if you own the phones there wouldn't be a contract. I hate calling because I get different answers every time and I don't want to be stuck with the bad batches for almost 2 years.
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RS can order replacements for you right now. No need to wait. Go in and ask, and if they claim they cant, call the district office number that's posted in their store. Easy-Peasy.
bob13bob said:
i woudl escalate within sprints phone customer service. say you need replacemetns or you will cancel and get iphone 4. once you want to cancel tehy will transfer you to retentions whom have all the power to retain you as a customer.
do not trust the radioshack manager. be very weary of being able to do anything outside of 30 days.
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It's no different for us swapping the bad ones after 30 days, especially with the known inventory shortage. And if the guy says he'll do it, there's no reason not to trust him. The negative attitudes towards store workers is effing annoying.
Bp3dots said:
It's no different for us swapping the bad ones after 30 days, especially with the known inventory shortage. And if the guy says he'll do it, there's no reason not to trust him. The negative attitudes towards store workers is effing annoying.
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actually, expand that to all front line workers. i don't know if it's because they're not knowledgeable, lazy, or downright malicious, but they are always making promises that never materialize.
what i would do is email sprint customer care... they will write you back and then you will have something in writing... safest way to go about doing this. as a backup plan, sign up for TEP... worse comes to worst you'll at least be able to commit insurance fraud, drop $100 and get a new device.
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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Click to collapse
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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Click to collapse
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
Click to expand...
Click to collapse
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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Click to collapse
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
I asked this in my other thread 3 times, but did not get an answer:
Which department has more authority at tmobile; Retentions or Customer Loyalty? or are they the same?
Thanks
My guess is no one knows. Maybe you would have better luck on the Tmob forums?
Keep asking.
We won't answer till you get to a certain threshold of times asked.
After speaking to customer loyalty/retentions 2 times in the past 3 days, I think they are really going down in customer service and they will be ATT in no time.
ive had 2 lines with them for over 5 years and never a day late in payments. currently im not under a contract with either line. Until recently, whether under contract or not, they have been able to change your rate plan up or down. now that they have gotten rid of their non contract plans, they said they can not change your plan/minutes without signing a new 2 year agreement. They have a plan with a few less minutes then mine at a cheaper price, but wont change me to it without signing a new 2 yr agreement.
second, Im on my 3rd vibrant, (all under warrenty), and with even another defective phone they wont even consider giving me a different phone; they are sending me a another vibrant.
third, even doing a warrenty exchange, for a defective phone, they want me to pay a $20 warrenty exchange fee, for a defective phone replacement that is under warrenty. At least I got this fee waived as a one time courtesy. but the point is that they are now "nickel and dimeing" customers just like the other companies.
fourth, if I do sign a new 2 year contract, they wont grandfather my myfaves like they used to.
fifth, they had web new specials on free Sensations for new customers. but they said that is not available over the phone.
Bascially my rant is about what made tmobile different from the other 3 companies: There customer service where they would go the extra mile to work with their long time customers. whether that was a rate plan change, different phone after multiple defective units..ect. And the other thing that set them apart was prices and that they did not "nickel and dime" the customers. It seems like this has changed too.
Basically I think tmobile is all about locking customers into contracts before the ATT merger and now they are more like ATT. I feel like their competive advantages, that we all love that made tmobile different (customer service, and prices) are over. Yes you may be on a great plan now, but going forward, they have changed. It makes me sad bc I think the tmobile we all loved is over; with or without the merger.
My rant is over. Thanks for reading. And no, im not trolling. I have a vibrant and love it and used to love tmobile. just frustrated and wanted to vent here in the general section
How did you manage to smash your phones up so regularly? You busting up the screens, or bricking them due to root shenanigans?
retentions definately lol because they try to keep you with the company by giving you incentives and any deal they can throw at you
kaintfm said:
How did you manage to smash your phones up so regularly? You busting up the screens, or bricking them due to root shenanigans?
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Click to collapse
no. first one had for about 8 months and the volume down button randomly stopped working.
This second one has now started to randomly reboot; even when on stock.
both of my Vibrants i have kept in perfect condition without a scratch or drop on them. they have actually both looked 100% new when sending them back...
Im just sad that tmobile is not the same company they were a year ago. After speaking with them several times in the past few days, and all the ads and new plans with data caps, I see VERY LITTLE diff between tmobile now vs the other big companies. maybe a little cheaper plans. but the customer service and customer loyalty that I think we all loved is pretty much gone and the closer the merger is to going through and then once through, it will only get worse.
Im just ranting here because most of us that have vibrants have tmobile and this is the forum i am on most of the time.
kboater said:
After speaking to customer loyalty/retentions 2 times in the past 3 days, I think they are really going down in customer service and they will be ATT in no time.
ive had 2 lines with them for over 5 years and never a day late in payments. currently im not under a contract with either line. Until recently, whether under contract or not, they have been able to change your rate plan up or down. now that they have gotten rid of their non contract plans, they said they can not change your plan/minutes without signing a new 2 year agreement. They have a plan with a few less minutes then mine at a cheaper price, but wont change me to it without signing a new 2 yr agreement.
second, Im on my 3rd vibrant, (all under warrenty), and with even another defective phone they wont even consider giving me a different phone; they are sending me a another vibrant.
third, even doing a warrenty exchange, for a defective phone, they want me to pay a $20 warrenty exchange fee, for a defective phone replacement that is under warrenty. At least I got this fee waived as a one time courtesy. but the point is that they are now "nickel and dimeing" customers just like the other companies.
fourth, if I do sign a new 2 year contract, they wont grandfather my myfaves like they used to.
fifth, they had web new specials on free Sensations for new customers. but they said that is not available over the phone.
Bascially my rant is about what made tmobile different from the other 3 companies: There customer service where they would go the extra mile to work with their long time customers. whether that was a rate plan change, different phone after multiple defective units..ect. And the other thing that set them apart was prices and that they did not "nickel and dime" the customers. It seems like this has changed too.
Basically I think tmobile is all about locking customers into contracts before the ATT merger and now they are more like ATT. I feel like their competive advantages, that we all love that made tmobile different (customer service, and prices) are over. Yes you may be on a great plan now, but going forward, they have changed. It makes me sad bc I think the tmobile we all loved is over; with or without the merger.
My rant is over. Thanks for reading. And no, im not trolling. I have a vibrant and love it and used to love tmobile. just frustrated and wanted to vent here in the general section
Click to expand...
Click to collapse
I was a former T-Mo employee so I don't really "speak" for the company but just wanted to address a few things.
1. This is probably the only surprising thing. They've always allowed you to make changes to your plan without resigning. I was able to do this just last month so unless this is a brand new policy, I do find this surprising. I'm more inclined to believe this was a specific case, rather than a broad policy change affecting everyone. I'll see in the next few days when I need to make a change again to my plan.
2. This has always been policy mainly because people get "buyer's remorse" about the phones they buy, not that they're defective or broken. It happens ALOT and if T-Mobile processed every one of these requests, they'd have been out of business years ago. No one does this.
3. Again, this is always been policy and the "warranty exchange fee" is to cover shipping and handling. Same thing as a "restocking fee" that most retail companies have.
4. Once again, this has been policy for AGES and hasn't changed at all. They will not grandfather options with a change in contract/plan. Makes sense, too, from a business standpoint. No company in their right mind would allow people to grandfather $2 internet plans from the late 90's along with a contract plan that'll give them a heavily subsidized, loss leader, android phone that would normally cost $400+. Hell, that's not even fair to other customers.
5. I'm not sure what the complaint is here. Because "web special" pricing isn't available over the phone? The reason why phones are discounted over the web is because it's cheaper to process the order that way, simple as that. Would it be better if they overcharged web orders to make it more uniform with phone or store pricing?
Eh....I know you're ranting but these are things that aren't new at all and has nothing to do with AT&T. If you were able to do any of those things you're complaining about, that has more to do with T-Mobile breaking policy to make you happy than any policy change because of AT&T.
pepperbreath said:
I was a former T-Mo employee so I don't really "speak" for the company but just wanted to address a few things.
1. This is probably the only surprising thing. They've always allowed you to make changes to your plan without resigning. I was able to do this just last month so unless this is a brand new policy, I do find this surprising. I'm more inclined to believe this was a specific case, rather than a broad policy change affecting everyone. I'll see in the next few days when I need to make a change again to my plan.
2. This has always been policy mainly because people get "buyer's remorse" about the phones they buy, not that they're defective or broken. It happens ALOT and if T-Mobile processed every one of these requests, they'd have been out of business years ago. No one does this.
3. Again, this is always been policy and the "warranty exchange fee" is to cover shipping and handling. Same thing as a "restocking fee" that most retail companies have.
4. Once again, this has been policy for AGES and hasn't changed at all. They will not grandfather options with a change in contract/plan. Makes sense, too, from a business standpoint. No company in their right mind would allow people to grandfather $2 internet plans from the late 90's along with a contract plan that'll give them a heavily subsidized, loss leader, android phone that would normally cost $400+. Hell, that's not even fair to other customers.
5. I'm not sure what the complaint is here. Because "web special" pricing isn't available over the phone? The reason why phones are discounted over the web is because it's cheaper to process the order that way, simple as that. Would it be better if they overcharged web orders to make it more uniform with phone or store pricing?
Eh....I know you're ranting but these are things that aren't new at all and has nothing to do with AT&T. If you were able to do any of those things you're complaining about, that has more to do with T-Mobile breaking policy to make you happy than any policy change because of AT&T.
Click to expand...
Click to collapse
I'm gonna have to agree with you on some things but he's got some valid points.
After 3 replacement phones, you are allowed to change your phone to a different phone. I know this for a solid fact because I am on my 3rd vibrant replacement (first one screen just died on the first day, second one blew a speaker) and I asked several employees over the phone I spoke to, and they were very clear that if my phone broke one more time I could get a different phone since obviously there was really nothing I could have done to cause those defects. If it was more expensive i'd obviously have to pay some kind of difference though, which is understandable but annoying seeing as that you've already gone through so many phones. (The BEST customer service would do this for free since the customer was inconvenienced so many times, which is supposedly what T-Mo is according to J.D. I believe a few years in a row?)
Also, i've noticed their customer service drop recently as well. They aren't as willing to make changes... I accidently ordered some bullshi* that was included on the vibrant when I first got it, and of course it tacked on 15 bucks a month to my bill. Had it running for 2 months before I caught it, and when I called it I asked if they could wave anything, even a month... nope nothing... Thats some ****... and i've got 4 phones with them and paying $230 a month... and been with them since 2002. So 9 years? And wouldn't wave 30 bucks.... So go figure that one for yourself.
The problem is corporate will be corporate and thats why businesses today are such flop shi* piles. Businesses now hire by how much your resume gleams, not by how good you actually are in the field... and i've noticed so many morons working in such high paying jobs all because they fiddled in school (which didn't make them any smarter I might add you) and got some job being a high paid idiot making mistakes their entire life.... the exact opposite of their resume usually.
What i'm trying to say is that T-Mobile is like any corporate company. They used to be different, but they are just following the same footpath and making the same mistakes every other company makes...
It would be great to see a company like Google swallow up T-Mobile. They have the funds necessary to create a cell network literally out of this world, and the technology to introduce exclusive phones into the lineup sort of like an IPhone deal that ATT used to have. Or they could just put phones on their service a few months before anyone else got them for a head banger.
Really it kind of googles my mind why google never considered purchasing a company like T-Mobile in the first place. They do literally everything, they have Android which went from bull**** to the biggest player and hugest threat to apple since World War 2 and Hitler invading Poland overnight.
Googles huge establishment in literally everything makes them able to offer low plan rates as well. Google could afford to initially take a loss. Hell the last report I could find on a quick "GOOGLE" search of the company value was in 2009 they were valued at $220 Billion dollars.
Just to give you an idea, I pulled up Verizon and they are at $96 Billion... And they have the "Largest" network according to that stupid nerdy guy in the commercials, and his gooney followers who have no lives except to "Hear Him Now".
Ok i'm done ranting, and Verizon sucks the Ball Cheese droppings off my testicles!
pepperbreath said:
I was a former T-Mo employee so I don't really "speak" for the company but just wanted to address a few things.
1. This is probably the only surprising thing. They've always allowed you to make changes to your plan without resigning. I was able to do this just last month so unless this is a brand new policy, I do find this surprising. I'm more inclined to believe this was a specific case, rather than a broad policy change affecting everyone. I'll see in the next few days when I need to make a change again to my plan.
2. This has always been policy mainly because people get "buyer's remorse" about the phones they buy, not that they're defective or broken. It happens ALOT and if T-Mobile processed every one of these requests, they'd have been out of business years ago. No one does this.
3. Again, this is always been policy and the "warranty exchange fee" is to cover shipping and handling. Same thing as a "restocking fee" that most retail companies have.
4. Once again, this has been policy for AGES and hasn't changed at all. They will not grandfather options with a change in contract/plan. Makes sense, too, from a business standpoint. No company in their right mind would allow people to grandfather $2 internet plans from the late 90's along with a contract plan that'll give them a heavily subsidized, loss leader, android phone that would normally cost $400+. Hell, that's not even fair to other customers.
5. I'm not sure what the complaint is here. Because "web special" pricing isn't available over the phone? The reason why phones are discounted over the web is because it's cheaper to process the order that way, simple as that. Would it be better if they overcharged web orders to make it more uniform with phone or store pricing?
Eh....I know you're ranting but these are things that aren't new at all and has nothing to do with AT&T. If you were able to do any of those things you're complaining about, that has more to do with T-Mobile breaking policy to make you happy than any policy change because of AT&T.
Click to expand...
Click to collapse
1. they did tell me it was a new policy. as i was able to do it in the past. now twice they said they have had policy changes. so yes, its a new change and they said part of it is because they do not have any more "no contract" plans. The only options they gave me over and over again was to sign a new contract
2. well its not buyers remorse when you have had a phone for 1 year. i understand what you are saying though. but what i am saying is that tmobile used to look and see how loyal of a customer you have been and make exceptions
3. they told me this $20 warrenty exchange fee is new
4. i know you said this has been policy for AGES, but they have done it for me twice in the past, so either they went around the policy for me, and never told me....or
5. again, case-by-case basis. its basic business. I know a little about business too. (undergrad in business, masters in business, worked in customer service management, now back in school again) not that any of those degrees matter, but im saying knowing about customer service and business; you look at your really good customers and you do what you can to retain them as customers.
maybe these "changes" have nothing to do with att, but my point is that tmobile (as we knew it) has changed. Hell, even the retentions rep yesterday told me they have gone many big changes and policy changes in the past few months.
All im saying is that tmobile used to look at their loyal customers and do what was necessary to keep them. Im saying that they are not doing (at least nearly as much) anymore and this makes them much more like any other cell phone company.
I just got a replacement phone because my evo was broken. Now I want to upgrade and offer my evo to a friend on his plan.
Can i do this?
thank you!
gapoochi said:
I just got a replacement phone because my evo was broken. Now I want to upgrade and offer my evo to a friend on his plan.
Can i do this?
thank you!
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Click to collapse
Why not?
I mean, if you've used your upgrade and don't have one available, then you'll have to pay full price.
But, getting a replacement device does NOT use your upgrade.
The only issue with this is that it isn't really a deal for your friend. Sure he might get a phone. but he isn't saving anything. Sprint are full of liars. if you change your plan. they tack on another year or two onto their contract. They won't tell you about this. The friend WILL be forced to change his low cost plan. However, I think this action is illegal. But since they are so big, no one ever challenges them in court.
runcool said:
The only issue with this is that it isn't really a deal for your friend. Sure he might get a phone. but he isn't saving anything. Sprint are full of liars. if you change your plan. they tack on another year or two onto their contract. They won't tell you about this. The friend WILL be forced to change his low cost plan. However, I think this action is illegal. But since they are so big, no one ever challenges them in court.
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Click to collapse
What in the hell are you talking about?!?
runcool said:
The only issue with this is that it isn't really a deal for your friend. Sure he might get a phone. but he isn't saving anything. Sprint are full of liars. if you change your plan. they tack on another year or two onto their contract. They won't tell you about this. The friend WILL be forced to change his low cost plan. However, I think this action is illegal. But since they are so big, no one ever challenges them in court.
Click to expand...
Click to collapse
I personally work for Sprint and can promise you we do NOT extend your contract for just changing your plan. The only reasons a contract would be extended are if you use your upgrade to get a new phone, or take a save offer like a percentage discount or credit. Now if the friend has a super old plan, yes, the plan will need to be updated, but the contract will not be extended because of it.
Sent from my PC36100 using XDA App
That contradicts what the sprint customer service told me. I was going to buy the EVO 3D on ebay because I'm not up for an upgrade yet. I was told that when I go to upgrade to any phone that has not been on my plan before, the date on my contract would be renewed for 2 yrs even though I didn't get the phone through sprint.
danerd said:
That contradicts what the sprint customer service told me. I was going to buy the EVO 3D on ebay because I'm not up for an upgrade yet. I was told that when I go to upgrade to any phone that has not been on my plan before, the date on my contract would be renewed for 2 yrs even though I didn't get the phone through sprint.
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Click to collapse
That is absolutely false.
You have to sign, whether it be digitally or what-have-you, to agree to a new contract.
The only time the plan would have to be modified is if you don't have data on your plan and you move to a smart phone but even then it wouldn't renew your contract.
mattykinsx said:
That is absolutely false.
You have to sign, whether it be digitally or what-have-you, to agree to a new contract.
The only time the plan would have to be modified is if you don't have data on your plan and you move to a smart phone but even then it wouldn't renew your contract.
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Click to collapse
Pretty much... And as a Sprint rep myself, I tell people all the time (whether I'm supposed to or not) to check out eBay if they aren't eligible for upgrade. The only problem with that is you've gotta be careful because some of the phones sold on there are flagged as lost/stolen or fraud.
Sent from my PC36100 using XDA App
b0rkb0rk said:
Pretty much... And as a Sprint rep myself, I tell people all the time (whether I'm supposed to or not) to check out eBay if they aren't eligible for upgrade. The only problem with that is you've gotta be careful because some of the phones sold on there are flagged as lost/stolen or fraud.
Sent from my PC36100 using XDA App
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Click to collapse
Yeah that is a danger but its safer than Craigslist where it is likely flagged lost/stolen/fraud AND you might get shot.
(Happened in my area like five months ago, kid was trying to sell a phone for $40, its a piece of green paper with a number on it folks ...smh)
Somebody named Joseph Pachen? (could not understand his name?). from Sprint customer service told me that it would be $549 to get an HTC EVO 3D. So I said I would get it on ebay & he said that I'd still be screwed over because they would make me renew for 2 yrs EVEN though I had not gotten it through Sprint or the upgrade plan. He said if I put on a new phone that was not already on my account that it would renew my 2 yr contract. I already have an EVO with the $10 data plan so I should not have to change my plan. If it's not true that is great. But how can I be sure since it appears the policy being told is different when I call customer service. Is it in writing somewhere? That is the frustrating thing about this. This rep, Joseph, said he made sure to tell people that because people were not aware of this Sprint policy.
You see. My point just got proven. Sprint Reps are liars and tell customers that they will in fact increase their contract. that's what 3 reps threatened me with. lol. I find it to be illegal. It maybe against so called sprints company policy or whatever. but the reps do it. Actually.. I'd bet that they are told to say these things. haha.
BTW! WE DIDN'T SAY ANYTHING ABOUT CHANGING OUR PLAN. THEY ARE DOING IT when we change phones! They are purposely screwing us and getting away with it.
danerd said:
Somebody named Joseph Pachen? (could not understand his name?). from Sprint customer service told me that it would be $549 to get an HTC EVO 3D. So I said I would get it on ebay & he said that I'd still be screwed over because they would make me renew for 2 yrs EVEN though I had not gotten it through Sprint or the upgrade plan. He said if I put on a new phone that was not already on my account that it would renew my 2 yr contract. I already have an EVO with the $10 data plan so I should not have to change my plan. If it's not true that is great. But how can I be sure since it appears the policy being told is different when I call customer service. Is it in writing somewhere? That is the frustrating thing about this. This rep, Joseph, said he made sure to tell people that because people were not aware of this Sprint policy.
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Click to collapse
I'll see if I can't dig up something that contradicts that, because to be honest with you (and I'm not trying to sound like a total ass because I don't doubt for a second that you were told that) but I do that SAME job for 40 hours a week for the last 3 years, and NEVER has a contract been extended for activating a phone that WASN'T purchased from us. I have no idea where he pulled THAT information out of.
Again, I'm not doubting you were told that information. But I swap phones pretty much ALL DAY LONG and the only time a contract gets updated is when a purchase for one is made for a NEW device, not just a standard swap.
runcool said:
You see. My point just got proven. Sprint Reps are liars and tell customers that they will in fact increase their contract. that's what 3 reps threatened me with. lol. I find it to be illegal. It maybe against so called sprints company policy or whatever. but the reps do it. Actually.. I'd bet that they are told to say these things. haha.
BTW! WE DIDN'T SAY ANYTHING ABOUT CHANGING OUR PLAN. THEY ARE DOING IT when we change phones! They are purposely screwing us and getting away with it.
Click to expand...
Click to collapse
You don't get it.
There's a difference between being liars and being misinformed, although the result can be the same.
Did you go to a corporate store or an "authorized retailer"?
I find the best thing to do if I want the most accurate information is to talk to a corporate manager or talk to a manager via *2.
Its just like the Sprint girl that was showing the Evo 3d to one of those reviewer websites and didn't even know what screen resolution was
Misinformed.
runcool said:
You see. My point just got proven. Sprint Reps are liars and tell customers that they will in fact increase their contract. that's what 3 reps threatened me with. lol. I find it to be illegal. It maybe against so called sprints company policy or whatever. but the reps do it. Actually.. I'd bet that they are told to say these things. haha.
BTW! WE DIDN'T SAY ANYTHING ABOUT CHANGING OUR PLAN. THEY ARE DOING IT when we change phones! They are purposely screwing us and getting away with it.
Click to expand...
Click to collapse
Unfortunately I can't speak for other reps, but I can assure you we aren't "told to say those things" to "purposely screw" you. Please don't stereotype.
I work as an ISC tech and I lie all the time. Actually nothing I say (or leak) is true. I'm the most untrustworthy source of info in these forums.
Seriously now. This doesn't fall under my Sprint S&R thread so I'll just leave it here. Swapping a phone DOES NOT AFFECT YOUR CONTRACT OR UPGRADE ELIGIBILITY STATUS. All it takes is a device swap on the line in question and provisioning the new device. That's it, nothing else, no hoops or magic tricks. If anybody tells you otherwise they are WRONG.
runcool said:
The only issue with this is that it isn't really a deal for your friend. Sure he might get a phone. but he isn't saving anything. Sprint are full of liars. if you change your plan. they tack on another year or two onto their contract. They won't tell you about this. The friend WILL be forced to change his low cost plan. However, I think this action is illegal. But since they are so big, no one ever challenges them in court.
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Cocaine a hell of a drug. That being said, everything you just said is false.
Sent from my Nexus S 4G using XDA Premium App
danerd said:
Somebody named Joseph Pachen? (could not understand his name?). from Sprint customer service told me that it would be $549 to get an HTC EVO 3D. So I said I would get it on ebay & he said that I'd still be screwed over because they would make me renew for 2 yrs EVEN though I had not gotten it through Sprint or the upgrade plan. He said if I put on a new phone that was not already on my account that it would renew my 2 yr contract. I already have an EVO with the $10 data plan so I should not have to change my plan. If it's not true that is great. But how can I be sure since it appears the policy being told is different when I call customer service. Is it in writing somewhere? That is the frustrating thing about this. This rep, Joseph, said he made sure to tell people that because people were not aware of this Sprint policy.
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Joseph is an idiot. Are you sure you weren't roaming and called Verizon? You can activate your own phone on Sprint.com, you'll see no contract extension, upgrade change or plan change if you're already on a smartphone qualifying plan.
Sent from my Nexus S 4G using XDA Premium App
Please delete..... Dumb app
Hello everyone,
After the worst customer experience EVER with T-mobile...I am moving on from my beloved Vibrant. Here is what happened... I paid retail for my phone using the "Equipment Instalment Plan" and entered into the non-contract plans. At that time I was told that once you enter these type of plans you cannot go back to contract plans or get phones at the discounted price unless I start over with a whole new account only to find out that in Oct 2011 I was placed onto a contracted plan which I never authorized. In most cases it wouldn't have been a big deal, but was because my some dropped my phone on my cement driveway and cracked the screen, so after finding out that it would cost $130 for the insurance replacement (I mean really, after paying all the insurance it still costs that MUCH!!! Insurance on other carriers replaces phones for way less and even free on Verizon) and just replacing the screen isn't that much different.
Anyway, I was told I could not upgrade unless I paid retail. But, T-mobile changed the way that works. When I first started the "EIP" plan, you would pay the full retail value of a phone in payments split up over 21 months which would be added to your monthly phone bill and all you would pay upfront was the first monthly instalment, but now they make you pay 1/3 of the retail value of the phone upfront and the rest over 21 months. Which to me defeats the purpose because that is basically what you pay for a phone on a 2 year contract and then of course you don't have to pay any more toward the phone after that.
So now we go back to the problem of being on the contract I never agreed to. The rep said they knew that you couldn't get back onto a contracted plan after going to EIP plans, but somehow I was able to and they couldn't reverse it. The rep said I could file a dispute by email because no one could take care of it over the phone. So, I filed my dispute and never heard back. I was really busy with work and family and basically put this whole issue on the back burner for a few months but checked back with T-mobile at the beginning of June and was told they never got my dispute. I saved my email I sent and informed them that I have confirmation they received it...still, was told I had to filed my complaint all over again. So I did and had to wait 10 days for a response which OF COURSE was declined.
I called T-mobile back (I should add that this whole time I have been very friendly with everyone I spoke to and never once got loud or disrespectful) and explained everything going on and explained that my only intention was one of two things, either pay retail on the EIP plan like I originally should have....just that it should be done in the same manner as my vibrant which was my payment upfront be only the first of 21months, or give me the upgrade price since I was put on a contract without my consent and never used an upgrade on my account. Keep in mind that at this point it has been over two years since I got my Vibrant. I was told no and no. My only option was to pay 1/3 retail and the rest over 21 months or buy a phone somewhere else.
My intention was never to leave....in fact, I was only promising that would be there for another two years, T-mobile would not be losing out on anything except keeping a customer longer and I have been with them for 6 years already. But at this point I told them either give me an upgrade or I will take my business elsewhere. The rep said they didn't want to lose my business and that they would either put me on my previous non-contract plan or they would give me the upgrade price on a new phone. So I put aside the fact that it took over 6 months for them to give in, I agree to just go with the upgrade price and stay on contract. I asked the rep if I could go to a store to complete my purchase and they said yes. So I go to the store and the rep at the store said I was misinformed on the phone and could not get the upgrade price. My only option is to pay retail.
Now I'm back to my original spot...I can only pay retail, like I did with my vibrant and be on a contract I didn't agree to and obviously didn't want in the first place, the rep I spoke to the first time couldn't figure out how I got onto contract, but couldn't reverse it and even agreed that my situation didn't make sense. I know I could get a phone on craigslist or something, but I wanted something new and an upgrade, but now it's all about the principle of the business ethics T-mobile is using with me. So as a last resort, I go to the forums on T-mobile website and post my problem there. I get several responses saying I should contact a forum this specific forum moderator (name withheld, I don't want to get into trouble) because she is known for fixing issues like mine. So I did...AND NO RESPONSE, I sent another private message and again no response and this went on for 2 weeks.
So I hit my last straw...I'm moving on. My wife and I each are getting SGS II's free and will be on a cheaper plan then we had with T-mobile by going with Sprint. I have never used Sprint, it could turn out that I don't like their service areas compared to T-mobile in my area or their network seems sluggish but either way, T-mobile again lost another long time customer.
If you actually read through all that then thank you for listening to my complaint. I didn't even list every detail about the situation and some of the events just make it even more ridiculous.
I loved the phone, but that is only because of the developers on this site. I mean that literally. So special thanks to all the devs out there...they certainly deserve every thanks they get and then some.
FaultException-thanks for your fast and detailed responses and work with CM9.
jrongi1-thanks
Cyanogen-thanks
serendipityguy-thanks for your kernel bible
bay_wolf-loved your toolbox (haha, that sounds bad)
Fishman0919-thanks for reviving bionix
Sombionix-thanks for bionix
Romanbb-Thanks for work (loved them all)
krarvind-thanks for Slim ICS (used that for while)
sixstringsg-thanks for Glitch (My fav kernel)
Jellette-thanks for all the choices (hope life is well and live long and strong)
So many more I can't think of off the top of my head so thanks to everyone and I wish you all the best.
Wow.. seems like everything really went against you throughout the process. Instead, I wouldnt even waste time and would have began by threatening to cancel my (nonexistant) contract through the cancellation department since they have more power than your average rep.
But what is done is done, and I would do the same if I encountered that.
You might not like sprint and their mess going on over there with slow network and sketchy plan with wimax and lte. In other words, you might be miserable with their speeds, regardless of unlimited plans. Good luck. I'm looking to upgrade this vibrant to the s3 soon enough too. Served me well and still holds up against most low and mid range phones, but my GPS is just..
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I know I may not care for the speeds and all, but 90% of the time I am connected to wifi anyway so it really isn't that big of a deal and there are a few people I know around here on sprint that get good data speeds. I am in MN, so it's not like the network would get as overloaded as if I were in LA or NY. Plus I got the phone for free, and it's a good phone...but only time will tell. I will miss the trusty Vib, but I am going to use it as a music player I think...cracked screen shouldn't matter to much using it for that.
What's happened to T-Mobile's customer Service?
One of the thing that used to separate T-Mobile from other carriers was their customer service. Their one year wooing by AT&T seems to have completely screwed this once great attribute. I too am seriously dumping T-Mobile and switching to Sprint. I have a friend with 3 lines. He (and I) always buy our phones retail/Craigslist and go with No Contract plans. At the time he was using the pre-paid plan while I was on the Even More Plus plan. Both no contract plans. After getting the Galaxy Nexus, he decided to switch over to the 5GB EMP plan, but now they don't have that plan anymore. In fact, they have no non-contract plans at all anymore. I'm pretty sure, T-Mobile's going to lose 3 more customers in a couple of months. Oh well.
os2baba said:
One of the thing that used to separate T-Mobile from other carriers was their customer service. Their one year wooing by AT&T seems to have completely screwed this once great attribute. I too am seriously dumping T-Mobile and switching to Sprint. I have a friend with 3 lines. He (and I) always buy our phones retail/Craigslist and go with No Contract plans. At the time he was using the pre-paid plan while I was on the Even More Plus plan. Both no contract plans. After getting the Galaxy Nexus, he decided to switch over to the 5GB EMP plan, but now they don't have that plan anymore. In fact, they have no non-contract plans at all anymore. I'm pretty sure, T-Mobile's going to lose 3 more customers in a couple of months. Oh well.
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Look at their Monthly 4G plans. They are very in-expensive and contract free. (You can just buy a SIM and pop it into any unlocked/t-mo phone)