"Just say you broke it, man." [RANT]

[morejaylesswar]

So, after the very unfortunate event with my BlackBerry Curve 8900, I decided to take it back to T-Mobile today as I went to pay my bill. You know? Just to see what my options where.

Like I thought, it's a new device.

Fine, I don't mind. I'll just get another one. Leave it at that. My fault. Oops? Anyway, before I gave up the two associates tried their hardest to fix my phone. I'm grateful for that. In their efforts one of them tried to remove my trackball housing but she stopped. I gave her permission to. I mean, the phone is already shot, what's the worst that could happen? Besides, I figured she knew what she was doing. I was wrong.

She took off the trackball housing from the front of the phone... In all of the disassembly videos I've watched I've never seen it done like that. Okay, fine. She works for T-Mobile. She has to know what she doing. After messing with the phone for a bit, it didn't work just as I suspected. They guy put the trackball back together and handed me my phone. Every button surrounding my trackball fell off into my hand. The housing she removed wouldn't go back.

Now, I'm aware that I have no right to claims because she was apprehensive in taking it a part and I did give her permission. I don't care about that. The following is the reason for this whole rant: The guy tried to tell me that it must have been broken already and I glued it back on. He pointed at a spot on the phone that had pocket junk in the crevice. Dude, that's just pocket lint and whatnot! He swears up an down that it's glue and I broke the phone prior to them handling it. What the flying eff?

I'm filing a complaint not because they broke the phone, but because he tried to accuse me of breaking it prior to them handling it and not taking ownership for what they did. I didn't want a new phone. That's not my concern. But, seriously, how can I trust you with a future device if you broke mine already? You're supposed to be a trained professional that knows what he's doing. I only felt safe with you messing with my phone because you are a T-Mobile employee! If they didn't know how to do it they should have just said so and I wouldn't have granted permission.

It's my fault, sure; but don't play me like I'm stupid.

[lilgothkid]

Originally Posted by morejaylesswar

It's my fault, sure; but don't play me like I'm stupid.

You gave a sales person making minimum wage the power to disassemble your device?

[F0nage]

The buttheads in those shops have no sense of responsibility. They should be given instructions not to touch any phone except to hand it over to a factory-trained tech.

I agree with the OP. Let them prove it's glue. If not, let them pay for a new device.

[Artemis68]

I'm really sorry to hear this has happened. I hope you can get a new/refurb because it sounds like she broke your device.

In the future, never EVER let an un-trained sales person take apart your phone. They do not know what they are doing.

Posted from my CrackBerry at wapforums.crackberry.com

[NorrisCell]

Originally Posted by lilgothkid

You gave a sales person making minimum wage the power to disassemble your device?

Watch the comments. No salesperson in a corporate store makes minimum wage.

To the OP, I agree it's a rough situation. Unfortunately the end result is still the same.

I'm confused. This was two different people? A girl taking it apart and a guy trying to put it back together?

It does seem like the person trying to take the trackball out didn't know better, but that doesn't surprise me. We saw 8320s and 8100s for years with trackball issues, but rarely 8900s, so she was probably doing what she thought was the right thing. Most of the old phones came off that way. The guy got more of an attitude that necessary, I will admit that

[NorrisCell]

Originally Posted by F0nage

The buttheads in those shops have no sense of responsibility. They should be given instructions not to touch any phone except to hand it over to a factory-trained tech.

I agree with the OP. Let them prove it's glue. If not, let them pay for a new device.

Watch the name calling. Not every store is the same. Also, TMO stores don't have techs on hand. Never have

[morejaylesswar]

Originally Posted by NorrisCell

Watch the comments. No salesperson in a corporate store makes minimum wage.

To the OP, I agree it's a rough situation. Unfortunately the end result is still the same.

I'm confused. This was two different people? A girl taking it apart and a guy trying to put it back together?

It does seem like the person trying to take the trackball out didn't know better, but that doesn't surprise me. We saw 8320s and 8100s for years with trackball issues, but rarely 8900s, so she was probably doing what she thought was the right thing. Most of the old phones came off that way. The guy got more of an attitude that necessary, I will admit that

I'm sorry, in the midst of my rant I forgot to say that there were two people. The guy, the manager of the store, was the one helping me. He was very unprofessional and even left to stand in front of the store to smoke a cigarette while helping me. While he was on his "smoke break" a female sales associate began messing with my phone. She started taking the trackball a part. I gave her permission to do so under the pretense that she knew what she was doing. Once she popped it off, the manager came back into the store and began with the further assistance (while he began to talk to me about how horrible another customer's make-up was).

I am not displeased with their effort, I am displeased with him trying his hardest to tell me that I must have glued it back in after I originally broke it.

Nonetheless, here's and update for anyone who cares:

I called T-Mobile today and spoke to a wonderful woman who helped me with everything, as well as calmed me down as I started to get upset about the situation all over again. She went above and beyond to make sure I was comfortable while talking to her and even empathized with my situation. I am so grateful for her.

She gave me the option of getting a BlackBerry 8350 for $60 with a year warranty. I consider that to be as fair as they come, being that my phone was out of warranty. I'm pretty much paying the deductible price for a BlackBerry and I'll have a year warranty on it. I'm really happy I spoke with her today, because I was just **** out of luck.

I look at the horrible situation at T-Mobile as a blessing. I wouldn't have been able to get a new phone for such a cheap price without their lack of knowledge and condescending attitudes. Even if I don't fault them for breaking the phone, it was already shot to begin with, I do fault them for their lack of character.

I won't generalize every T-Mobile employee because of those two "knuckleheads."

[morejaylesswar]

God, I type entirely too much. SORRY GUYS. I'm a writer. I can't seem to turn it off while I'm posting.

[pilsbury]

Glad it worked out for you, TMO's CS seems to be on the ball-THAT"S the way to treat a customer-good work TMO.

[Shake]

I can't believe they wouldn't take credit for breaking the blackberry you already broke! I am sure the woman was also willing to provide legal advice as well as look at that rash that's been bothering you the past few weeks. In other news, she just finished repairing the bodywork on your car.

Posted from my CrackBerry at wapforums.crackberry.com

[morejaylesswar]

Originally Posted by Shake

I can't believe they wouldn't take credit for breaking the blackberry you already broke! I am sure the woman was also willing to provide legal advice as well as look at that rash that's been bothering you the past few weeks. In other news, she just finished repairing the bodywork on your car.

Posted from my CrackBerry at wapforums.crackberry.com

You're so clever. I love your condescending sarcasm. I think the world would be such a better place if everyone had the same train of thought as you. You're a golden find. I hope you never lose your edge and "rebel against the cause" mindset. God, children must really strive to be just like you in their classrooms. I'm sure you're really successful and all because you know exactly how to show concern and be passive-aggressive at the same time. How's that working out for you? I'm really impressed.

Furthermore, I made arrangements to get my phone fixed through a third-party repair shop in my area. I only stopped in T-Mobile to get their advice before hand. She made my problem bigger than it was and I would have to pay more to get it fixed. If your car breaks down and it's only the breaks, so you take it back to the dealership to get advice on a mechanic and your dealership cracks your radiator how is that any different? It's not.

You must be 12.

[CrackberryBrandon]

Originally Posted by morejaylesswar

So, after the very unfortunate event with my BlackBerry Curve 8900, I decided to take it back to T-Mobile today as I went to pay my bill. You know? Just to see what my options where.

Like I thought, it's a new device.

Fine, I don't mind. I'll just get another one. Leave it at that. My fault. Oops? Anyway, before I gave up the two associates tried their hardest to fix my phone. I'm grateful for that. In their efforts one of them tried to remove my trackball housing but she stopped. I gave her permission to. I mean, the phone is already shot, what's the worst that could happen? Besides, I figured she knew what she was doing. I was wrong.

She took off the trackball housing from the front of the phone... In all of the disassembly videos I've watched I've never seen it done like that. Okay, fine. She works for T-Mobile. She has to know what she doing. After messing with the phone for a bit, it didn't work just as I suspected. They guy put the trackball back together and handed me my phone. Every button surrounding my trackball fell off into my hand. The housing she removed wouldn't go back.

Now, I'm aware that I have no right to claims because she was apprehensive in taking it a part and I did give her permission. I don't care about that. The following is the reason for this whole rant: The guy tried to tell me that it must have been broken already and I glued it back on. He pointed at a spot on the phone that had pocket junk in the crevice. Dude, that's just pocket lint and whatnot! He swears up an down that it's glue and I broke the phone prior to them handling it. What the flying eff?

I'm filing a complaint not because they broke the phone, but because he tried to accuse me of breaking it prior to them handling it and not taking ownership for what they did. I didn't want a new phone. That's not my concern. But, seriously, how can I trust you with a future device if you broke mine already? You're supposed to be a trained professional that knows what he's doing. I only felt safe with you messing with my phone because you are a T-Mobile employee! If they didn't know how to do it they should have just said so and I wouldn't have granted permission.

It's my fault, sure; but don't play me like I'm stupid.

Yea i hope they get fried. there was no point in him trying to accuse you of something like that. Now i do think is was a little irresponsible to let a mere sales rep handle your Blackberry, since they're not Blackberry specialist of any kind, but hey they're at fault in my opinion for falsely accusing you like they did in an attempt to save their own a$$

[morejaylesswar]

Originally Posted by CrackberryBrandon

Yea i hope they get fried. there was no point in him trying to accuse you of something like that. Now i do think is was a little irresponsible to let a mere sales rep handle your Blackberry, since they're not Blackberry specialist of any kind, but hey they're at fault in my opinion for falsely accusing you like they did in an attempt to save their own a$$

Exactly.

I didn't even care that they broke it! I gave her permission to look at the phone. When she stopped, I still said "go ahead, I trust you." She did it, it broke. That's MY fault. I just don't like the attitude that was given to me and the accusation that I must have broken it before I gave it to them. Just take ownership of it. I wasn't expecting to be compensated even when I called to make my complaint. It was based off of their attitude and lack of knowledge for the sake of someone else'a device in the future.

Seriously. Just say you broke it, man.

[oxywaddle]

Originally Posted by morejaylesswar

You're so clever. I love your condescending sarcasm. I think the world would be such a better place if everyone had the same train of thought as you. You're a golden find. I hope you never lose your edge and "rebel against the cause" mindset. God, children must really strive to be just like you in their classrooms. I'm sure you're really successful and all because you know exactly how to show concern and be passive-aggressive at the same time. How's that working out for you? I'm really impressed.

Furthermore, I made arrangements to get my phone fixed through a third-party repair shop in my area. I only stopped in T-Mobile to get their advice before hand. She made my problem bigger than it was and I would have to pay more to get it fixed. If your car breaks down and it's only the breaks, so you take it back to the dealership to get advice on a mechanic and your dealership cracks your radiator how is that any different? It's not.

You must be 12.

Don't ya just love some people
I don't think he had a clue as to what you said.

[BoldtotheMax]

Have no clue why shake commented like that...Indeed, he must be 12 and that is giving. Him credit...

OP, glad you got a replacment and it worked out in the end.

You are better than I...I would have turned into the incredible Hulk on that guy...especially if he took a smoke break in the middle of helping me out...would have had some choice words for him. Amazing, the whole story.

Like you said, it actually helped you out in the long run.

Karma is a ***** and he has it coming to him....

Posted from my CrackBerry at wapforums.crackberry.com