Soooooooooo upset with TMobile!!!!! Need help or guidance

[Nadasm]

On October 17, 2010 I called TMobile to get assistance with two issues I was having, the first was I lost my phone and second was to drop one line off my account (so we would have separate lines). The reps were very helpful on that day then thereafter UGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH!!!!!!!.



Upon TMO taking the 2nd line off my account, they also changed responsiblity, which is not what we were requesting. They proceeded to put everything in my boyfriend's name, social security number and they even went as far as to change the contract date on the account. After talking to it seem like 99 reps the 100th one cleared everything up at least we thought (but more helpful than the first 99).



On November 23 I went to file a claim for my BB Bold and was told they had no notes in the computer, the date Tmo had in there records showed I used my phone after the 17th, etc, etc.... Again I spoke to 99 more reps (you never get the same person twice) and each had a different answer and if I hear "I am so sorry to hear you are having this problem," I am going to SCREAM!!!! I was told on the 29th that my account was my account and his was his, however, no one can seem to find proof I purchased the Bold in February and I need this proof to submit to the insurance company so they can replace my bold. I go into the store (the very one I purchased both phones) at least three times and guess what I got three different answers !!!! First visit, the sales rep was eager to help me when I walked into the door but when he realized I was not there to make a purchase, his whole attitude shifted towards the ppl walking in the door. The second time I was told by a rep over the phone she put everything into the computer and I had to go to the store and the store rep would have to contact Customer Care but once I got into the store I was told there was nothing in his system and I could come back after 6 and he would be able to help me then. Today was the third time I go into the store and get this I was told they (I mean their computer system) only goes back three months, I have never heard of such crap. I am sooooooooooooooooooooooo frustrated with TMO I dont know what to do. I have been using my old TMO phone (BB Pearl) but after having the Bold I feel like I am using the old flip phone the one you had to pull the antenna up for. I AM SO READY TO CRY OR START SHOPPING FOR A NEW CARRIER AND LET TMO COME AFTER ME FOR THE TERMINATION FEE.



All I need is proof of purchase so I can replace my lost handset and I am getting no where fast. I find it very hard to believe they have been ranked number one in customer service, who are they competing with, themselves!?!!?!?! What can I do, I have been a customer for almost three years however I feel like my business dont mean crap. How can I resolve this issue?



Please help!!!!!!!!

[karaya1]

A few tips.

Not getting upset and being friendly with CS goes a long way to getting them to make concessions. Your post makes you seem a bit like a hothead. That will get you no where.
Remember, YOU "lost" YOUR phone, did not keep adequate records of a large important purchase(personal responsibility) and are expecting 9 month old computer records and t mobile cs to go against policy (no proof of purchase) to bail your irresponsibility out.

Now that we've ironed that out, maybe you can take a more appreciative approach to get a company to make concessions to you.

There are hundreds of people who "lose" phone with no proof of purchase and try and fish one out of the different carriers at a discount rate daily. Your honest story is no more believable than their fraudulent ones. Both of you have the same amount of substance behind you.

Good luck, i think you would be lucky and should be grateful if they let you get a new upgrade early with your story.

Take it as a lesson learned, get a fricken filing cabinet and file all of your important purchases along with bank statements. These things become non issues when you actually keep records.

[Nadasm]

karaya1,

Thanks for the advice (yea ok). You must be one of the reps I have spoken to, maybe not because I have yet to lose my temper. All I am asking for is proof of purchase not anyone's first born. Thanks but no thanks for your advice.

[SandAngel]

I honestly don't quite understand your original post. Tmo will have records. I can go to a tmo corporate store and they can tell me everyphone I had for the past two years.... I know because it happened just a month ago. Make sure you try a corporate store and not a broker if you are walking in a store.

I do know if your account is closed or changed it is really hard for a regular rep to bring it up. Try getting a manager or getting a phone agent supervisor and it can be done. If you set up the web service where you check your account o line when you had it it can also be traced. It will show closed and you can't get in yourself but a supervisor can .

Lastly.... If they can pull you up showing phone usage then they can trace back to your account???????????


Anyway... Your best bet is be sickly sweet and call customer care

[Nadasm]

I have tried going to the corporate store where I purchased the phone but to no avail. A CS (phone) changed my records erroneously so I think when they made the corrections they may have wiped out a lot of things. I cannot believe I have lost my proof of purchase because I still have my records (proof) for my first phone with TMO and this was purchased in 2008. I will continue to look and I am hoping it is right under my nose and I just keep overlooking it. I do have my bank statement for this purchase however Asurion needs the receipt from TMO. I am just hoping and praying I dont have to purchase another phone at full price but if push comes to shove I will have to do it because I enjoyed my Bold too much .

Thanks again and wish me luck.

[BoldtotheMax]

Sorry you can't find it, but really the person that gave you a hard time in this thread in a sense is right.

And I have a hard time believing you went through 99 people to get one to semi help you out, not once, but twice.

If you had your paperwork, this would have already have been taken care of.

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[SCrid2000]

Hope TMO can get your receipt; this is why I keep receipts for anything I buy that costs more than $50.

[Evan_O]

Something else for next time you have an issue... Make sure its a corporate store. I worked for a 3rd party store that couldn't access everything and ot makes it easier to mess up. Some say tmobvile limited mine didn't so there was no way to know.

Not saying you did in the first place but do a search on their website to find corporate stores or do 611 on your handset.

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[Gawain]

Originally Posted by Nadasm

I have tried going to the corporate store where I purchased the phone but to no avail. A CS (phone) changed my records erroneously so I think when they made the corrections they may have wiped out a lot of things. I cannot believe I have lost my proof of purchase because I still have my records (proof) for my first phone with TMO and this was purchased in 2008. I will continue to look and I am hoping it is right under my nose and I just keep overlooking it. I do have my bank statement for this purchase however Asurion needs the receipt from TMO. I am just hoping and praying I dont have to purchase another phone at full price but if push comes to shove I will have to do it because I enjoyed my Bold too much .

Thanks again and wish me luck.

I don't know what Asurion's deductible is with T-Mobile for smartphones, but if it's $100 like it is for VZW, I would go online and buy a used device. I used Asurion once before about five years ago, and never again - and that was for a feature phone. I find it odd that T-Mobile or its agent can't generate a proof of sale, at a minimum from the store or web-site you bought it from. In fact, in today's world, it's simply not probable.

So, despite your frustrations, I would find a used device (of which there are plenty) and drop the Asurion coverage. Then save for a future rainy day.

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[NorrisCell]

Nadasm, if you make a decent sized purchase, especially an electronic item, you need to keep your paperwork. If your TV quits 9 months after you buy it, you can't just waltz into Best Buy and get another copy of your receipt. They won't have it. The receipt system in a corporate store goes back about 90 days. With the sheer volume of transactions we process, it would be ridiculous to store much beyond that because of the computer systems required to do it.

"I'M GOING TO GO TO ANOTHER CARRIER" is a grown-up tantrum that I hear no less than 3-4 times a day. The harsh reality is that the other carriers wouldn't have your receipt either. I've worked for them, and their system is about 90 days as well. It is YOUR responsibility to keep records in case something happens.

You dismiss karaya1's advice because it isn't what you want to hear, but they have a point. You are upset over a situation which would have already been resolved if you had kept records.

When a change of responsibility is done, past records are not lost, they are transferred to the new person's name. There is still a section in your account which shows the first date the device was used, along with a serial number. It's not a receipt, but it shows proof of ownership. If you know the EXACT day you purchased it, the store you bought it from can also request an archived receipt, but you must know the specific day and the process takes a week or so.

[Nadasm]

First I want to thank everyone for the advice, thanks. The thing is I always keep my receipts and this time I actually lost it, which does happen from time to time. I don't want to go to a different carrier because this if actually the first time I am having such a problem with TMobile. What if (God forbid) my paper work was destroyed in a fire or any other act beyond a customer's control, what is a person to do. I usually make major purchases with my credit card, but this purchase I made in cash (dumbest mistake ever). I have definitely learned a lessson.
I have always dealt with a "corporate" store and as a matter of fact I went into this store yesterday and spoke with a manager, who was quite helpful and stated to me he would look through some paperwork and contact the corporate office for me and I should have some kind of result by weeks end. I stated to him I have no problem doing the leg work (because it was me who misplaced the receipt), and if he could give me the number to corporate I would be happy to contact them but he seem reluctant to give me the number. I am going to take his word and see if he can get me the necessary documentation and hopefully I can have this all resolved by year's end.

[elmorro]

I have had a problem with tmobile that i had a few days of sleepless nights over, the rep in the store screwed me and the phone people didnt want to help me at all. I finally called up my Dad in Germany who is senior memeber of T-Systems, a Deutsche Telekom Subsidiary like T-Mobile. He shot an email to his good friend Niek Jan van Damme who forwarded it to his counterpart in the US. Within a day I got an email from a Victoria in some sort of high position at T-mobile and one phone call to her later all my problems were gone.

I hate to tell you this, but sometimes conncetions are the only way to get justice.

[MamaBee]

AFA receipts, any time we make a big purchase, we scan the receipt and attach it to the transaction in Quicken. If the papaer copy gets lost, colored on, accidentally shredded, etc we still have a copy of it.

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[SandAngel]

Please everyone...

I think the OP needed help with a problem and not everyone beating them down about not having a receipt. Whats done is done and now they are asking if anyone has any ideas on the current problem.
Saying a person should have kept a receipt is one thing but raving on in a rude post is another. Once again making Crackberry seem like mean rude forum of sniping people and chasing away any newcomer who doesn't want confrontation.
I guess I'm a broken record but .... If you don't like what someone says then why not just ignore the post or offer any advice in a nicer way.

Thanks

[BoldtotheMax]

I wasn't being mean, just speaking reality. If someone takes that as a negative post, then so be it.

Most of us are adults here....so we should be able to talk one to the cheek once in awhile.

And honestly, I didn't see anyone bashing on her and plenty of people have helped.

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