I need some advice... TM and Sidekick phone.(Sorry long)

[Ladyr]

First let me say that I love love love T-Mobile. They have always worked with me to solve any problem but with this current situation I am not getting the satification that I am looking for and I am not sure how to go about this.

Here's the story:

My son's sidekick would not charge at all. Neither on the computer or the plug just would not charge. Call TM and they send a new battery. Phone worked fine for a couple of days and then same thing.

Called back and I was told that I would have to send the phone back before they would send me a new one. The reason for this is because so many kids have the sidekick off plan and would call to say that the phone was broke to get another phone. In addition I would have to pay for the shipping to send the phone back.

Now I understand the reasoning behind that but I do not think that it is fair that I who has been with TM for almost 4 years would have to be treated the same as someone without a plan.

Now the confusion really comes about because my ex husband brought the phone last year but didn't like it and purchased a blackberry from ebay. He gave the sidekick to my son. So when I was calling I was calling about two numbers. The sidekick was showing as purchased from my ex's number but the insurance is under my son's number. So when I called first I was informed that the phone had a warrently but no insurance. The second time I called I was informed that the phone had no warrently but had insurance.

I am tired of the run around and I need to figure out who to call and what to do. We were able to get a loaner phone but we only have that for 14 days.

If anyone know anything about this situation or has a phone number that I can call to get this resolved ASAP I would really appreciate it.

Originally Posted by Ladyr

First let me say that I love love love T-Mobile. They have always worked with me to solve any problem but with this current situation I am not getting the satification that I am looking for and I am not sure how to go about this.

Here's the story:

My son's sidekick would not charge at all. Neither on the computer or the plug just would not charge. Call TM and they send a new battery. Phone worked fine for a couple of days and then same thing.

Called back and I was told that I would have to send the phone back before they would send me a new one. The reason for this is because so many kids have the sidekick off plan and would call to say that the phone was broke to get another phone. In addition I would have to pay for the shipping to send the phone back.

[COLOR="Red"]They credit youre bill for the shipping you pay once you supply a carrier and tracking number[COLOR]

Now I understand the reasoning behind that but I do not think that it is fair that I who has been with TM for almost 4 years would have to be treated the same as someone without a plan.

Now the confusion really comes about because my ex husband brought the phone last year but didn't like it and purchased a blackberry from ebay. He gave the sidekick to my son. So when I was calling I was calling about two numbers. The sidekick was showing as purchased from my ex's number but the insurance is under my son's number. So when I called first I was informed that the phone had a warrently but no insurance. The second time I called I was informed that the phone had no warrently but had insurance.



I am tired of the run around and I need to figure out who to call and what to do. We were able to get a loaner phone but we only have that for 14 days.

I feel your pain...I have had the same problem...however in this case ask for a sup and explain the issue POLITELY but FIRMLY....!!!


If anyone know anything about this situation or has a phone number that I can call to get this resolved ASAP I would really appreciate it.

Again ask for a supervisor....explain the mixed info and runaround....they should ship it first....

[Ladyr]

I spoke to one supervisor. I will try again. I understand that they are trying to weed out the spams but I don't have the money to send the phone first and then wait for a new phone.

ya ide just keep pushing the issue......I had the same problem and getting a lesser loaner phone becasue of some stupid policy is not acceptable

They do credit the shipping back to your bill also

[Artemis68]

Yes, please call again and get someone else to help. With your track record at T-Mo, you should be fine.

Posted from my CrackBerry at wapforums.crackberry.com

be polite though.......I NEVER EVER advocate being rude

[Ladyr]

Thanks everyone,

I called back and 3 times is a charm. I talked to CS and he talked to the sidekick department and they are sending me a phone today. Once I get the phone i will send back the old phone. Last week I was told that the phone had to have warrentantly and insurance today they said as long as the phone had insurance I would be ok. Thanks again everyone

[Artemis68]

I'm glad to hear that it worked out fine.

sometimes you just need to call back a few times to get a rep who can help you!

ya...but glad it worked out....I was never a fan of the "send your "phone in first"

[Californium89]

That sounda about right mabe you were confusing them about the number it was purchased for and the number its on? Either way glad it worked out <3 tmo

Posted from my CrackBerry at wapforums.crackberry.com

ya thats not always that hard to do

lol.....good job.......!!!!

[MissCaliforniaB]

if you have a sidekick, ALWAYS MAKE SURE YOU ARE TALKING TO THE SIDEKICK DEPARTMENT.

they always have your back and will hook you up if your sidekick breaks down.