Only 6 months?

[exnokiafanboy]

I bought my 9700 six months ago and to day it just died.

I know how to take care of my phone. My 9700 was basically using a case before leaving the store. I've never dropped it, its always clean, no scratches at all!

Today, around noon, I noticed my phone that it wasn't on. I did a battery pull but nothing was working at all. I tried charging it but nothing is happening at all - no led light.. nada.

I called Tmobile customer care and they said that it might be the battery, since I don't have an extra battery i had to drive down to a Tmobile store to have them test it... Guess what...they do not have a spare battery, they didn't want to open a new box just to test the battery out. They instead sent me to another store and tested the phone and batter and my phone really isn't powering up. I asked them if they can just swap out another phone for me since I brought with me all the accessories and receipt with me but they refused to do so.

I called Customer Care again and told them the whole thing.. they said that they will send me a replacement... Great! I'm getting a refurbished phone! **** no, I don't want a refurb! They said that they don't have control over that. They can't even over night it.. because they don't offer one.. they have a 3 day express for $20 which i'm not going to pay for.

Really? after taking good care of my phone all I get is a refurb?

Tmobile can do better customer service than this especially that I've been with them for quite some time now.

[SmakBerry]

yep, that's what they do... or if you'd prefer they fix your phone in which case it's then a refurb (Yes, I know, they don't even fix them anymore). Just saying

[SmakBerry]

Sorry for the double post, but in my past experiences the refurb has in most cases been better.

[exnokiafanboy]

First off, you're cute. lol

I had many many phones before and lasted me for years. Some are still alive up to now. I couldn't believe this happened on my Blackberry.

/cry

[SmakBerry]

lol thanks.

Yes I have too had many phones that are still kicking today. I give my old ones to family. Some of them refurbs lol. But I have also had phones kick the bucket within a couple months too. It's really hit and miss.

[efn77mx]

Bold #5 just up and died on me...and it wasn't even a week old. Bold #6 has an unreasonably loose trackpad.

[SmakBerry]

Sorry about your luck. Mines been flawless with no issues

[NorrisCell]

Originally Posted by exnokiafanboy

I called Tmobile customer care and they said that it might be the battery, since I don't have an extra battery i had to drive down to a Tmobile store to have them test it... Guess what...they do not have a spare battery, they didn't want to open a new box just to test the battery out. They instead sent me to another store and tested the phone and batter and my phone really isn't powering up. I asked them if they can just swap out another phone for me since I brought with me all the accessories and receipt with me but they refused to do so.

I called Customer Care again and told them the whole thing.. they said that they will send me a replacement... Great! I'm getting a refurbished phone! **** no, I don't want a refurb! They said that they don't have control over that. They can't even over night it.. because they don't offer one.. they have a 3 day express for $20 which i'm not going to pay for.

Really? after taking good care of my phone all I get is a refurb?

Tmobile can do better customer service than this especially that I've been with them for quite some time now.

A few things to consider:

- TMO stores don't always have demo models of a given phone. If they don't, they have no battery to test your phone with. They cannot open a brand new package to use the battery for a test. People are particular about having new phones in the store, and it sounds like you would be the same way. Bringing out an opened box won't fly.

- No carrier swaps out a six month old phone under a normal warranty for a brand new one in the box. Not sure why you asked for it.

- Warranty exchange phones are refurbished, except in rare circumstances. This is not new, and it is definitely not just TMO. Do you truly think a company should hand you a brand new phone if your six month old model goes bad? What should be done with the old phone? Throw it away?

- Overnight shipping is not available from most carriers for warranty exchanges. 3 day "Express" is usually the fastest. Express shipping costs money. What exactly were you expecting? Some states have stores that do in-store exchanges, but not all. In-store exchanges get you a refurbished phone too.

TMO has procedures in place that are not much different than other companies. Having been with them quite some time does not change company procedure. Electronics are fickle. Phones go bad. Things happen. Don't vilify T-Mobile for doing the same thing most carriers do.

[Armando175]

I've had mine for almost seven months and thankfully it's been okay. Don't expect TMO to bend over backwards for you or anyone else. I understand how you feel but just be happy that you're getting one. If I was in your situation, I'd be mad too but I wouldn't expect to get a new phone but a refurbished one. Just like Norris said, in rare circumstances you might get lucky and get a new one.

[BoldtotheMax]

I must have been one of the lucky ones as my 5 month old Bold had some loading time errors and when I got the replacement one, it was brand new! Some people actually prefer Refurbs though as they go through more testing and what not, so think of it like that OP.

Posted from my CrackBerry at wapforums.crackberry.com

[b00k3]

When I first got my 9700, it was the worst phone ever. I gave it up after 5 months. always sayin sos, white screen all the time, etc'. But I took the chance and bought a new 9700. I guess it was a bad phone after all. but I do know tm refubs sucks. they tried giving me one with a hella loose tracpad. ya right

[danielcj]

When I got my 9700 late last year I was unimpressed with the build quality. Loose trackpad and keys. I took the phone back to the Tmo store within my two week window and the rep who originally helped me opened two more boxes until we found a phone with the best build quality. Not sure what he did with the other phones but that was great customer service. Another reason why I will try to purchase from a store as oppose to online for such a finicky device.

Posted from my CrackBerry at wapforums.crackberry.com

[Vodo34861]

Originally Posted by exnokiafanboy

First off, you're cute. lol

That made me ROFL. Smooth.

I just had to get a replacement shipped and it was shipped on a Tuesday and had it in hand on Friday. I guess it just depends on where you live.

[JohnAlpha]

Originally Posted by exnokiafanboy

They can't even over night it.. because they don't offer one.. they have a 3 day express for $20 which i'm not going to pay for.

This one depends on the situation. When I had an 8520, it was less than a month old when a few buttons on my keyboard started giving out on me. T-Mobile agreed to send me a new phone, but initially said I had to pay the $20 fee to ship it out. After a little complaining and asking to speak to someone higher up, they agreed to pay the shipping on their end.

Like I said, though, that was for a phone that was less than a month old. For one that's 6 months old, I think what T-Mobile did was probably the same as what any other carrier would do. You may very well take brilliant care of your phone, but they have no way of knowing that, and they can hardly bend over backward for everyone, including all of the people who abuse their phones.

[Myveggies]

I just got a replacement 9700 under warranty last week. Supposedly my problem didn't fall under a warranty exchange but the internet chat rep said "yeah I know our rules are stupid, your phone is obviously not your fault as physical damage, let me just put in something else and send out a replacement." I got the phone via UPS 2day and it was free shipping. The rep said if you have insurance then warranty exchanges are free shipping. I did get a refurbished (I assumed it when only the phone came without actual retail box or batteries and chargers).

I think they are still sending out free phones through asurion but you have to pay $130 deductible for that.