Help me help my dear old mum :)

Jerry Hildenbrand · Thread Author #1 08-18-2009, 08:56 PM

Long story short - My mother extended her contract last month, and got some goofy little flip phone for free. She LOVES the thing. Last week it started randomly shutting off during active calls. She went back to her local TMO store, they swapped the phone for her without issue. Her new phone locks up everytime she opens a sms text. Back to TMO. No problem, we will switch it.

Good CS right? Don't be so hasty. Rep tells her that phone is discontinued, and they can only give her the original back. She is welcome to swap for a different phone, at FULL RETAIL! She ended up keeping the replacment, having TMO set up an incoming block on txts, coming home and calling me.

I'll be down her way this weekend...what is the correct way to rectify this situation? I told her I'd just pay her ETF and add her to my sprint plan, but she wants to be independent AND really loves her lil red flip phone lol.

Any help or insight would be appreciated.

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mylan512 · #2 08-18-2009, 09:06 PM

Have you tried calling CS? Tell them about what you're going through, and that you're thinking about leaving. I'm sure they will try to do anything to keep you. I've usually found that calling CS gets more done then going into a store.

rizzzzoooo · #3 08-18-2009, 09:09 PM

Sure does! I get things going much better calling than going in person to a store. I feel the reps in stores really don't give a crap about customers.

Jerry Hildenbrand · Thread Author #4 08-18-2009, 10:50 PM

I plan on trying CS when I get there and have phone in hand. Poor service in stores vs better service on the phone seems to be the case with ALL carriers lol. I'm just really curious if this is standard operating procedure when a new phone happens to be a discontinued model, or just a case of store employees trying to fleece an older lady out of her hard earned $$

In any case, I'll be prepared to buy her a new phone as long as the store rep will not tell her the cost. Any recommendations for a TMO dumb phone, preferrably a small flip with decent voice dialing? After all, she is my mum and I love her dearly, and I have to remedy the situation by Sunday afternoon.

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Tiassa · #5 08-19-2009, 10:58 AM

How about this: Samsung t219 it's red, and has a spekerphone, but doesn't seem to voice dial tho. This one Motorola V195 does bluetooth and voice dialing, so it might be a better choice. Both are "free" (obviously with a new Tmo sign up, but they re the least expensive phones they have)

Jerry Hildenbrand · Thread Author #6 08-19-2009, 02:18 PM

Thanks. I'm going to work CS until I get mom that motorola

SandAngel · #7 08-19-2009, 05:51 PM

Buy her a pretty color RAZOR. They are GREAT dumbphones with a big bright bold easy to see screen. they are easy to work and rarely have any difficulties. This is the phone I got for my Mom

You can probably pick up one free from phone customer service

EDIT...... i don't know anyone wh didn't like the razor whe they had one. they were a number one phone for years until blackberries started coming up. they come in really cute colors now too

EmployeeForG1 · #8 08-20-2009, 07:09 AM

This is interesting.... If a phone is under warranty it should be able to replaced, But if it is doscontinued AND under warranty somehow you need to call the manufacturer. This case may be different so this might not help.....

My best bet would be a big dumbphone like the RAZR (Good recommendations would be the KRZR, SLVR, and PEBL) Some resellers on eBay resell unlocked refurbs for around $50-90.

cdaiscool · #9 08-20-2009, 07:37 AM

Wow. I'd say that's screwy, if it's been such a short amount of time I'm amazed they won't let her just swap it with an equal phone.

I've personally always had better luck with the in-store reps myself, but also have gotten pretty bad information. So it's a crap shoot.

TaeKwonDonkey · #10 08-20-2009, 07:51 AM

You should get her the upgrade to the T219, the T229

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nedu09 · #11 08-20-2009, 08:18 AM

Quote:

Originally Posted by rizzzzoooo

Sure does! I get things going much better calling than going in person to a store. I feel the reps in stores really don't give a crap about customers.

This is because all calls to the CSR are recorded and randomly checked by QA.

SandAngel · #12 08-20-2009, 10:17 AM

RAZOR... best screen around on a simple no hassle tmo phone

LOL I also have an old pebl and they were great...but the razor has the better big colorful bright screen with nice easy buttons

Jerry Hildenbrand · Thread Author #13 08-20-2009, 11:20 AM

Thanks everyone for the feedback. Funny tidbit - I told my mom I was getting some ideas from some TMO folks on the web and not to worry, she would be in business by Saturday. She replied that I should be careful because lots of perverts and sex freaks are on the internet lmao. 42 years old and mom lecturing me about what she read in one of her magazines

I didn't know that moto still made razrs lol. I will agree that would be perfect for her. I tried to talk her into just activating one of the GSM smartphones I have here but she thinks they will be too hard to use.

I'll have all this sorted by tomorrow evening, and of course I'll update things here. Thanks for the help all you sex perverts

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TaeKwonDonkey · #14 08-20-2009, 02:39 PM

Quote:

Originally Posted by gbhil

Thanks for the help all you sex perverts

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No problem lol

Blacklatino · #15 08-20-2009, 03:00 PM

Quote:

Originally Posted by SandAngel

Buy her a pretty color RAZOR. They are GREAT dumbphones with a big bright bold easy to see screen. they are easy to work and rarely have any difficulties. This is the phone I got for my Mom

You can probably pick up one free from phone customer service

EDIT...... i don't know anyone wh didn't like the razor whe they had one. they were a number one phone for years until blackberries started coming up. they come in really cute colors now too

Yeah, I'll own up to it. Actually, had several. Also remember the price tag was almost twice what I paid for my BOLD.

@ the OP- If at all possible, when you walk in the door (with phone in your hand), ask for the manager to explain the urgency of your situation and not leave it up to the CS Tech to explain to their manager for you. Good luck with getting help for your mom.

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