Let me know if anyone else understands my point or if I am the one that is nuts.
I bought the Dell Venue Pro for $249 with an additional $20 a month added to my cell bill to subsidize the other $250 that the $500 device actually costs.
I have returned 5 of these units and out of no where Dell's customer service (Kapeesh is his name) has started calling me, to inform me that they want to offer me other options since they can't get me a working device.
They want me to send the device back and they will give me back my $250. I explained that that puts me in the hole, because I would still be making payments with the extra $20 a month (which eventually goes in Dell's pocket) for the next year and a half. Further more, since I already have a contract, they will not subsidize a new phone to me. The only comparable phone with T-Mobile is the HD7, which will cost me $499 with this existing contract.
So I explained their 'refunding' the device in the manner of which they speak gives them money, and I get nothing in return, and then have to shell out more money to buy a phone completely outright.
They keep talking to me like I am nuts and that I am trying to double talk them into handing me more money I don't deserve.
Does anyone else understand what I am saying, or am I looking at this incorrectly?
missionsparta said:
Let me know if anyone else understands my point or if I am the one that is nuts.
I bought the Dell Venue Pro for $249 with an additional $20 a month added to my cell bill to subsidize the other $250 that the $500 device actually costs.
I have returned 5 of these units and out of no where Dell's customer service (Kapeesh is his name) has started calling me, to inform me that they want to offer me other options since they can't get me a working device.
They want me to send the device back and they will give me back my $250. I explained that that puts me in the hole, because I would still be making payments with the extra $20 a month (which eventually goes in Dell's pocket) for the next year and a half. Further more, since I already have a contract, they will not subsidize a new phone to me. The only comparable phone with T-Mobile is the HD7, which will cost me $499 with this existing contract.
So I explained their 'refunding' the device in the manner of which they speak gives them money, and I get nothing in return, and then have to shell out more money to buy a phone completely outright.
They keep talking to me like I am nuts and that I am trying to double talk them into handing me more money I don't deserve.
Does anyone else understand what I am saying, or am I looking at this incorrectly?
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Well, you're defintely not nuts. These are people reading from a script, with no authority to think outside of the script. I am surprised they have gone to this length though.
I've heard the same deal from others, but it was swapping for a HD7, straight up... no extra money, but I think a contract extension was required. Those extra $$ you pay could be hte smartphone fees everyone charges now...so with an HD7 you would have to pay them too.
Maybe you got a new guy who was not reading correctly.
So rather than provide a simple software update Dell is going to refund users money? That says to me they have no clue how to deliver this update, and would rather eat the cost of refunds. Terrible, terrible company.
efjay said:
So rather than provide a simple software update Dell is going to refund users money? That says to me they have no clue how to deliver this update, and would rather eat the cost of refunds. Terrible, terrible company.
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could be...or, mission is a 5 time replacement person....maybe he falls into some kind of retention program designed to try and boost satisfaction. TMobile and ATT have done this before...so has xBox....never know....
J.D. Powers and Associates....customer satisfaction awards mean alot to these companies....get to use them on TV commercials.....like Subaru
Brother, I'm in the same boat as you. I just got off the phone with them yesterday for a replacement which will be my 5th device. The kicker with this time, they didn't even have the Service Tag in the system for my phone so I was on hold for 45 minutes while he tried to look it up and add it
I was hoping that I could hold out until some 2ng Gen Windows Phones arrived, but its looking more and more unlikely I'll be able to manage. The operator promised me that the VP their sending would have the updated firmware and the device "should not" suffer from the same issues.
This is starting to become a game now. Is there a guniess record for most electronic items returned? So sad
I was at 8 before they would even discuss the topic of a refund and it was only after one of the customer service reps looked at the frequency that I had been given exchanges that he would speak to his manager about it. I am now waiting for their system to be fixed before anything can be processed and was told by one of the reps that I can expect a 30 day period before the refund takes place. This is an absolute nightmare of a phone to deal with in my opinion. Not because of the customer service but the phone is an absolute lemon.
We need to keep the pressure on Dell. More calls, more WP blogs alerted, more posts on twitter. Include @winphonesupport so the problems we have are heard by the WP7 support team.
get some bots to tweet it repeatedly for you...
I am / was in the same boat with dell, and I am jumping ship and trying to cut loose....(sorry to say so, but I have to do it)
Related
So for those of you who don't know the price of the Rogers Android Phones drop to $99 on July 1st. If you are like me and got yours right when it came out you can get a credit for the difference ($50).
I got mine, took a few tries to get the “right” CSR but after he went to 2 different managers he finally got it approved for me
I bought the phone June 2nd, on a NEW 3 year contract and called today, over a month after I got the phone.
At first they didn’t want to give it to me because of the 15 day price adjustment BS policy, but being polite, friendly and stern will get you a long way. Remember most people that call customer service, yell and are upset, I know it’s hard to hold it back, but take it from me (spent 3 years working in a call center) being nice WILL make a huge difference.
Thanks for the tip Billy and Samuel M. at androidincanada.ca , $50 is a lot for a student
More info here
Awesome. Thanks so much for your post riddimmaster. At first I was disgusted when I saw this price drop. But, familiar enough with calling Rogers to try and get the best deals I can.
Anyways, I called Rogers right after reading your comment. At first the CSR said he would give me $25 back. I told him I appreciate the gesture, but I would appreciate something a little more significant then this. Explained how it is odd for a company to have such a price drop after only a month of the product being on the shelves (obviously due to Iphone 3gS coming out). He explained the 15-day policy, I commented that's fine for a store where you are buying a product, not a service. But I bought this with a 3-yr commitment + data plan.
So he said the best he could do is $25, I requested at that point he speak to his manager. He was insistent that his manager wouldn't have anything better to offer, but I requested politely that he try anyway. He came back and offered me $100 credit, obviously that pleased me.
I realize you probably were only interested in the actual $ amount I was credit. I rambled a bit there, just in case you need some guidance as to what points to bring up if you are having a hard time.
Again, thanks to riddimmaster and the androidinCanada website for posting this information.
Bedeadu said:
Awesome. Thanks so much for your post riddimmaster. At first I was disgusted when I saw this price drop. But, familiar enough with calling Rogers to try and get the best deals I can.
Anyways, I called Rogers right after reading your comment. At first the CSR said he would give me $25 back. I told him I appreciate the gesture, but I would appreciate something a little more significant then this. Explained how it is odd for a company to have such a price drop after only a month of the product being on the shelves (obviously due to Iphone 3gS coming out). He explained the 15-day policy, I commented that's fine for a store where you are buying a product, not a service. But I bought this with a 3-yr commitment + data plan.
So he said the best he could do is $25, I requested at that point he speak to his manager. He was insistent that his manager wouldn't have anything better to offer, but I requested politely that he try anyway. He came back and offered me $100 credit, obviously that pleased me.
I realize you probably were only interested in the actual $ amount I was credit. I rambled a bit there, just in case you need some guidance as to what points to bring up if you are having a hard time.
Again, thanks to riddimmaster and the androidinCanada website for posting this information.
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$100 congrats, I have to admit I'm a little jealous
I also heard the Android launch in Canada didn't go as well as expected, so that could be another reason for the price drop.
People complain about the inconsistency of Rogers and other providers, but this is a prime example of how you can use it to your advantage.
There is also the "Hardware Upgrade Rebate" you can try to get here. I know I'm not eligible because I signed a new contract but I'm keeping my fingers crossed, it's worth a shot for the price of postage.
I saw the price drop the day it happened, got $100 back on two phones (magic)though. ($100 total) But I also got them to lower my monthly bill by $14 a line so I'm really happy now. Just have to be persistant and talk to the right guy.
Clinton
Does this work if I buy the handset without any contract?
i spoke to a customer service manager, apparently it has to had been bought 15 days before the price went into effect
Gluzko said:
Does this work if I buy the handset without any contract?
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Not sure worth a try IMO.
kevwo said:
i spoke to a customer service manager, apparently it has to had been bought 15 days before the price went into effect
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They told me the same thing, I just kept calling till someone gave it to me.
I would give this a shot too.
Guys I just wanted to give you a forewarning about T-Mobile's business practices.
I apologize if anyone takes offense but I am simply posting my experience with T-Mobile. I understand I signed a 2 year contract but where I am moving I have horrible service and I am not asking for a sympathy boat either, but if you don't agree with the way T-Mobile handled this, please feel free to upvote this.
tl;dr - T-Mobile's map shows 4+ bars where I'm moving; we (my fiancee and I) get 2... outside and that doesn't include the many dropped calls we get either. I never got a dropped call until I went to the new location. I have to pay $300 in cancellation fees because they wouldn't budge because their map is supposedly "right."
http://www.reddit.com/r/technology/comments/b5php/tmobile_trying_to_screw_over_their_own_customer/
If you guys are willing, please upvote. I'd really appreciate it.
Once your locked in....its pretty hard to get out.
Yeah I'm seeing that now. I honestly loved the service, but now that I am moving, it's no good to me.
Contracts blow. Stupidest thing you can ever do is lock yourself into a phone contract, especially when there is the possibility of moving, and the FACT that in a few months, some OTHER carrier will probably offer a better deal. Might as well avail yourself to the chance!
It is ALWAYS better to buy your phone outright.
Note: I suspect that eventually, the US carriers will be forced out of their contract practices.... we in CANADA even already have a new NATIONAL carrier that DOES NOT OFFER contracts.
I've never understood contracts personally, I hate being tied into anything just because they give you a sparkly new phone. That's why I'm thankful T-mobile have 30 day rolling sim only deals, I can get huge discounts after a year on a newer phone upgrade, get 350 minutes (any network) unlimited text and free unlimited internet (thank you rewards) for £15 a month and can walk away with only 30 days notice anytime.
Thank god for the sim only plan
thats why you get used phones and no contract.. plus being on an employee plan is always nice
You don't need to get a used phone... the carrier will still sell you the phone without contract, just at the "full price". You can also buy your phone from a STORE rather than from the carrier.
Note: The way the contract works, you end up actually paying SIGNIFICANTLY MORE for the phone through the contract than just buying the thing from a store for full price.
lbcoder said:
You don't need to get a used phone... the carrier will still sell you the phone without contract, just at the "full price". You can also buy your phone from a STORE rather than from the carrier.
Note: The way the contract works, you end up actually paying SIGNIFICANTLY MORE for the phone through the contract than just buying the thing from a store for full price.
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The problem is that the full price of these devices is quite high. A lot of people can only afford a decent phone by getting the contract.
Another problem I had when looking at the g1 initially was a lack of good data plans on non-contract deals.
The people that are telling you it's cheaper to buy your phone outright... this really isn't the case for the G1. At launch, I purchased my G1 for $179 in 2 year contract. Unlocked would have cost $399. I needed phone service regardless, so the fact that I was paying for service is moot.
Now, when I moved, I knew I wasn't going to still get service, and didn't want to stick with T-Mobile. So I paid the $200 to get out of contract. That brings the total cost of the phone up to $379. That's pretty damn close to the $399 price point I would have paid for an unlocked phone from the start .
To the OP, your only real choice is to live with it or pay the termination fees. Read every contract you sign carefully. Service outage isn't a reason to break the contract. It sucks, but that's US carriers for you.
I appreciate all of the responses but again, why pay for a service I cannot use? I had no intention of moving until after the contract; things changed, so I had no option. I'll just be glad when contracts like this are over with worldwide; cell phones could get away with murder if they wanted to. BLEH I say, haha.
We will see how things turn out with the FCC and FTC. Maybe my complaint will push them over the barrier and stop advertising fake signal readings? Roughly 5 phones report all the same exact thing, but their map is always right apparently.
BBB will probably just tell me to deal with it, so we will see on that too.
Again, thanks guys.
esmith972 said:
I appreciate all of the responses but again, why pay for a service I cannot use? I had no intention of moving until after the contract; things changed, so I had no option. I'll just be glad when contracts like this are over with worldwide; cell phones could get away with murder if they wanted to. BLEH I say, haha.
We will see how things turn out with the FCC and FTC. Maybe my complaint will push them over the barrier and stop advertising fake signal readings? Roughly 5 phones report all the same exact thing, but their map is always right apparently.
BBB will probably just tell me to deal with it, so we will see on that too.
Again, thanks guys.
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have you upgraded your radio ?
have you tried using EDGE instead ?
you seem more upset with the contract than the service, and one of those two might help things.
if you're at 2 bars with edge, ya, that's pretty bad. 2 on 3g is about average to bounce around at from my experience. 2 - 4 on 3g can mean a person standing between me and the tower.
good luck
That's why I hate contracts. You get a $600 phone for $150, but you're stuck with it for 2 years. And you envy evr1 who gets a new phone while you're stuck with yours and then in 2 years when you get a settle phone, a new one comes out a month later.
Just as an update, T-Mobile received my complaint from the FCC and took the charges off immediately. I'm only left with the last monthly bill.
Goes to show they do care about you... a little.
So how exactly did you get FCC to contact T-mobile, you write them a letter, eh?
The squeakiest wheel gets the oil.
Good to hear it mate . Generally they won't budge as far as cancellation fees, from my experience.
Since we have this '30 day, if you don't like it. return it' thing, I planned on returning mine just for the simple fact that I want one that was built better (minor glass separation/light leakage/etc). My question is, does Sprint monitor this and make notes on your account?
I'm a new customer coming from AT&T, and after my discounts they don't really make too much off me and I heard the more money you spend the more they're willing to be flexible. I know AT&T had a red to green meter in terms of how much 'trouble' a customer was based on how much they get every month and what they've done for you, does Sprint do the same thing?
PS: Does anyone even know what the meter is supposed to tell the workers who see it? Be nicer? Be meaner?
PS: Anyone have any clue when the new shipments come? Every store in a 50 mile radius of me is sold out and clueless.
Nah I don't think they do...You will have to pay a restocking fee though (about $35)
If its defective, they will exchange it. No reason for your mystery meter to be involved.
Well when I talked to SCS (*2), they said that the people at the store would be the final judge on it and I get the feeling that they won't agree that my leak leakage and screen separation is enough to be considered a defect. The girl I talked to said it was only cosmetic so they wouldn't just exchange it.
After reading posts, it seems like every different person you talk to says something different. Such a pain that they don't have a set procedure for something like this.
tell them you'll return it and go purchase it somewhere else.
They'll exchange it easily if you're within your 30-day window. Just go ahead and check it out.
Just tell them, why the ****-would-anyone pay so much to get locked into a 2-year contract to get anything less than a perfect phone (cosmetic & hardware wise)? Ask them if they would buy a brand new car with dings and dents on it. I mean, it's only cosmetic right? I'm sure the car drives fine.
And then see what the manager says.
PoisonWolf said:
Just tell them, why the ****-would-anyone pay so much to get locked into a 2-year contract to get anything less than a perfect phone (cosmetic & hardware wise)? Ask them if they would buy a brand new car with dings and dents on it. I mean, it's only cosmetic right? I'm sure the car drives fine.
And then see what the manager says.
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Click to collapse
+10000000 you are the winner sir, haha.
PoisonWolf said:
Just tell them, why the ****-would-anyone pay so much to get locked into a 2-year contract to get anything less than a perfect phone (cosmetic & hardware wise)? Ask them if they would buy a brand new car with dings and dents on it. I mean, it's only cosmetic right? I'm sure the car drives fine.
And then see what the manager says.
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Thank you. I've been trying to figure out how to explain it without sounding like a **** and you've summed up everything I've been trying to say.
I'm not sure what to do at this point, seeing as I have no idea when the new models are supposedly coming out or when the stores would even have them in stock. Is my best bet just to return the phone outright, cancel my contract and wait? Think I'll get hit by a restocking fee?
I for one can praise Sprint's 30 day money back. *2 people were excellent and politely answered all my questions. Also the Sprint store was excellent as well. I just walked in with my Evo, box, and receipt and told them that I would like to cancel. Employee took my phone and started processing my request No Questions Asked. During the process she just politely asked me as to why I was returning, I just told her that I wasn't getting 4G at my home. I got a full refund and she even offered to return the Silicon case I had bought from Sprint. Now that is customer service. Got a full refund (no restocking fee because she said my phone was defective), full refund on my silicon case and I didn't even have the charger for my phone. Could of easily kept the red battery and 8GB mSD card..
Sprint is awesome. I was wondering the same thing as well. If I cancel and get it again in a few days will it matter? If not I'm getting another Evo asap.
I just realized something as I was gathering all the things that came with my EVO. I think I mailed the original receipt to get my rebate. They should be able to pull up all the information still right?
My situation is a little different. I bought the EVO at full no contract price. I need to exchange it for a new one, but we all know you can't find any in stock. I got mine from sprint.com. They insist on doing an exchange, just so that your 30 days is from the original purchase. But since I payed full price, I'm just gonna pay full price for another device and return the EVO (no exchange). That way, I have 30 days from the new purchase. Surely they should have some EVO's in stock by then. Paying full price, I refuse to settle for a refurb.
dmystic1 said:
My situation is a little different. I bought the EVO at full no contract price. I need to exchange it for a new one, but we all know you can't find any in stock. I got mine from sprint.com. They insist on doing an exchange, just so that your 30 days is from the original purchase. But since I payed full price, I'm just gonna pay full price for another device and return the EVO (no exchange). That way, I have 30 days from the new purchase. Surely they should have some EVO's in stock by then. Paying full price, I refuse to settle for a refurb.
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ok, i admittedly have no first hand experience with this, but it is my UNDERSTANDING that you have the 30 days on the first phone, but the second one you are stuck with (unless, of course, you purchase another one outright). like i said, that's just my UNDERSTANDING from speaking with a Sprint rep last year.
and i have to BELIEVE that when the fixed EVOs come in, that Sprint will waive the 30 day window for, let's say, seven days. they've worked so hard to improve their reputation for customer service that it would be silly to wipe out all that hard work and spent money all at once.
There is NO RESTOCKING FEE if you are a new customer within the 30 day trial period.
Hey everyone
So like a lot of people I was an early adopter of the device and purchased it right away on a new 3 year term for 169.
I was a previous client so i had gone through retention and had recieved an additional 50 on my phone so i only paid about 120.
Today Bell released a new promotion for the phone a 3 year term to sell for 69.
I called up bell right away spoke to customer service and retention. The issue is that according to them this limited discount is for new activations only. which is pretty bs if you ask me but in any case these are the current options without spending hours on the phone with retention and actually getting the discount.
You can return the phone now for "buyers remorse" and resign and get the phone at the reduced priced. the problem is you lose the right to grandfather yourself in with your prior plan. so it means you lose all you had before.
In my case i went through retention and recieved quite a few reductions and changes. if i went back for the discounted new price, id be signing a new contract and new terms.
Basically if youre new to bell it works fine to go and do this. if youre a previous customer it may not be in your best interest to try to save the 100. obviously its aggravating but its the price we pay to be the first!
Other than that you can probably sit and complain and speak to a supervisor to get the additional 100 which in all honesty i did not have the patience to do considering i spent 4 hours total on the phone wit them the day of to get the phone!
I'm guessing that Bell's massive marketing efforts didn't convince enough people to buy it at $169.99.
It'd be nice if the off contract price got reduced to $499. I bet you a lot of people that bought it for $599 would go and return their phone to buy it back at the reduce price, lol.
I bought my Atrix on release day. I called customer service and in less than 15 minutes had my account credited the $100 difference. It was easier than I thought.
Sent from my Atrix using Tapatalk.
Good to know about the price redeuction. Anyone selling on Kijiji will also have to reduce their sell price. Might be a good time to buy one off contract through a Kijiji seller. Oh and don't worry, I have bought and sold enough phones on Kijiji so I know a "Like New" or "BNIB" box scenario all too well. If it's not factory sealed, don't touch it. And if the box is open, then the offer gets reduced.
Price is again 169.95
Do you think a sale will happen any time soon again?!!!
yeah its back up to $169 at bell and best buy.
Guess it was a short promotion.
Glad I got mine for 0$ on the last day.
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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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
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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.
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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.