Just need to vent (replacement phone process)

StPaulGuRu · Thread Author #1 02-23-2010, 05:09 PM

About a month ago, I was having some really odd data issues with my 8900, and I finally broke down to call T-Mobile. The BB was sending data, but could not receive it (By data, I mean emails, BBM's) text messages worked both ways.

Anyway, after jumping though all the hoops with TMO, they decided to send me a replacement. They gave me the option of upgrading shipping for an upcharge of $25 or so (I didn't care, just wanted a working phone in my hands ASAP). They tell me that I should receive the phone within 3 days, and I should get a tracking number the following day. The next day, I try looking up my tracking status using my cell number, as TMO told me to do - no luck.

By day three, I decided to call TMO to check up on the status. It was still "processing" We, so much for upgraded shipping! I ask what's the deal, and TMO assures me it's been shipped. Day 5 rolls around and I still don't have a phone, tracking number, or a reference number. Now it's starting to get under my skin.

Needless to say, TMO reversed the shipping charges on the account and my replacement phone shows up 13 day after the initial order. Guess what? It was on backorder, but somehow, no one knew that!

So I begin to settle down, start the process of transferring my stuff over to the new phone. Once it's all done, the damn "W" key won't register half of the hits to it. Called TMO on Friday, they've not credited me for a months service, but I still don't have a reliable phone in my hands. I am two months from the new 12 upgrade option. I asked if I could PAY the 12 month upgrade price on a 9700 instead of waiting for replacement phone #2.

No dice. They can't do that, but I shouldn't worry, they will ship #2 out ASAP at no cost and they have them in stock. They tell me #2 will be here today.

wait for it, wait for it...

It was on backorder on Friday, but it's showing available now. So it should ship today/tomorrow.

So TMO has credited my account nearly $100 to date because of this. I was WILLING to pay THEM $150 for the upgraded phone.

Where's the logic in this?

And if the next replacement phone sucks, will they continue to send me defective phones until I reach my upgrade date?

/end rant

bholston · #2 02-23-2010, 05:46 PM

I feel your pain. I have a 9630. I went to upgrade my OS to 5.0 (Sprint's official from my DM) and it bricked my phone. I called Sprint and they sent me a replacement that arrived two days later-so far, so good (except for no phone for 2 days). I open the package and the replacement phone was sent damaged! The plastic piece by the earpiece was loose. There was a note enclosed saying how the phone was inspected to ensure the highest quality! I had to call them and get another replacement

bigtime2 · #3 02-24-2010, 08:11 AM

I think one of the reasons for the wait is because 8900 is being discontinued. So they probably don't have many 8900s on hand. That is just my assumption. Why they wouldn't give you a 9700 for a full discounted price is beyond me... It makes good customer service sense to give it to you for a discounted price.

When it comes to the credits if I were you I would call them every day and bi*** about it and demand a credit every day. You paid 200-300 for the phone, plus you are paying monthly service, well you better get what you pay for. Imagine what would happen if you didn't pay your bill one month. They'd block your service so you couldn't use your phone. They'd call you multiple times a day on your home phone asking for payment. That is exactly what you should do to them. For every day that the phone does not show up call and ask for a manager and ask for a credit.

Tiassa · #4 02-24-2010, 09:49 AM

ATT upgraded my wife's defective 8310 curve to a 9700 Bold with minimal hassle. She did this in a company owned store however.

StPaulGuRu · Thread Author #5 02-24-2010, 12:36 PM

Still no phone, still no shipping number, still no estimated time of arrival - other than "You should probably receive it today, do you want me to follow up with you in two days?" No I want a working phone ASAP.

This might be my last go-round with TMO. I've always put up with their sub par reception since their rates and customer service were so good.

Now all they have going are their rates(Customer service is still friendly, just completely useless).

StPaulGuRu · Thread Author #6 02-26-2010, 11:04 PM

Replacement phone came yesterday...bricked...

It won't turn on.

vsuga · #7 02-27-2010, 12:46 AM

You should call cs and talk to a supervisor, maybe they can do something special for you.

suself · #8 02-27-2010, 03:02 PM

that is so strange---- i effed up my 8900 when i had it, they sent me a replacement right away- and i just ordered my 9700 and received it 2 days later
im so sorry that you had this experience because i feel like tmo's CS is superb and things like this isn't the norm

StPaulGuRu · Thread Author #9 02-28-2010, 09:53 AM

Strange indeed. I've been with TMO since 2006, and I've never experienced something this messed up. I've sent them an email detailing the entire history of my situation. I received a response back that I would get a reply within 2-3 business days. I've had this replacement phone since Thursday now, so hopefully they respond quickly. i really don't want to get tagged with a $100 fee for keeping the replacement for longer than 7 days.

vsuga · #10 02-28-2010, 08:25 PM

I think if you don't hear anything in a couple days you should call again just in case they forget

axe50 · #11 03-01-2010, 05:55 AM

Keep on them...I went thru 5 (yes, five) 8900 replacements before giving up. The 8900 is a POS to start with, and to make matters worse I kept getting replacement devices thatwere anything but "gently used" from broken screens, missing keys to one that looked like someone took a bite out of the bezel (probably from frustration!).

Keep on them and if it is replaced enough times they will offer a 9700.

Posted from my CrackBerry at wapforums.crackberry.com

StPaulGuRu · Thread Author #12 03-01-2010, 01:37 PM

It looks like the BlackBerry gods intervened. TMO and I have come to terms. A new 9700 is being shipped out as we speak. Hopefully we can put this ugly chapter behind us, and we can go back to the stellar relationship we had prior to 8900gate (lol).

Now I have to wait, and I am no good at that.

vsuga · #13 03-01-2010, 02:11 PM

Quote:

Originally Posted by StPaulGuRu

It looks like the BlackBerry gods intervened. TMO and I have come to terms. A new 9700 is being shipped out as we speak. Hopefully we can put this ugly chapter behind us, and we can go back to the stellar relationship we had prior to 8900gate (lol).

Now I have to wait, and I am no good at that.

Alright, you scored.