T-Mo is assesing an unwarranted $100

[exelant]

For years I have been a good, loyal customer. I have recommended T-mobile dozens of times and I raved about their customer service - until today. In june, the trackball quit rolling up on my 8900. A known issue, but no big deal. I called CS and arranged a warranty exchange. The new phone got here and I sent the old one back - keeping the battery and back as those aren't replaced with a warranty exchange. No problem right? Wrong.

Today I received a letter telling me their tech found water damage and I was being assessed a $100 dollar fee. No one has to believe me, but there is no way the phone ever came in contact with water. I live in Colorado with low humidity and never had my device near water of any sort. I have pictures that clearly show the date on the BlackBerry screen - the same day I sent the berry in and it was working fine except for the trackball issue.

I called to dispute the fee and the CS rep said he sympathized, but there was nothing he could do. I asked him who I could talk to to dispute the charge and he said no one. The ruling by the tech people was the final word and I had to pay the fee.

The money is not the issue, I can afford it - and if I had water damage, I would have called the insurance company and paid the $125 deductible. It is the principal of the thing. He even said they wouldn't look at the photos proving the device was fine. My wife uses them for their overseas coverage, but I am seriously considering canceling my line and going somewhere else. I am going to try to find someone higher up to talk to, but if the CS rep was telling me the truth, I will be going to another company and going to small claims court to recover their fee - should be about half what it'll cost to drop the line, but it is the principle of the thing.

I have to tell you I am tremendously disappointed. I really liked T-Mobile, until today that is.

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[EmployeeForG1]

From a former employee of tmo:

You we're charged a $100 OOW (out of warranty) fee for the water damage. Meaning when they recieved your BB at the returns center they saw the water damage stickers we're pink or red. You can say it didn't come in contact at all, But the stickers don't lie. Its completely valid since it is in the TaC when you we're read the warranty script.

This was actually good for you since you paid less than the deductible and got a factory refurbished phone than the questionable crap that spews from Asurion.

Sorry, But its the truth.

[exelant]

Then there is something wrong with the system. The phone worked fine. As a former loyal employee, I would expect nothing else from you. I don't mean that as a knock, but your sympathies are with the company. I'm telling you there was no water damage and if there was, I want proof. But the point of the post is that T-Mobile has no complaint resolution and they would risk losing a $250 dollar a month account for a $100 dollar assessment.

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[xTemptati0n]

Upon receiving the device, if the water damage indicator is pink and/or the inside of the phone has ANY moisture (water damage, condensation, etc) you will be charged the 100 dollars. It seems harsh, but many people try to pull a fast one by replacing the water damage indicator so they can get another 400+ dollar phone. The techs fully inspect the device for any water damage (whether water or not), even if it doesn't affect the issue that you called about.

[exelant]

I had to wait until I got to my work PC to get these picture I took with a work camera - the day I sent the 8900 back. I am not a newbie, there was a cosmetic scratch on the screen so I took pictures to CMA. The only problem is, as I said, I can't get past the gate keepers to at least try to prove my case.







I also have copies of these pictures in a sealed envelope I mailed to myself with a June 16 postmark.

[BrianW2007]

That does sound ridiculous, and I will sympathize with you on this one.
I doubt they went by the water indicator stickers, MANY carries no longer just go by these. Why? Humidity will cause them to turn colors or in many cases the stickers can fall off. SO, in this case I'm going to GUESS it wasn't the water indicators that gave them this mislead report. But, I guess there is the possibility of it being the culprit. I hope they work something out for you. If not, I'd do just as you and drop them like a bad habit.

I know one customer may not hurt the company, but if more and more people leave these companies after being faithful billers, after a mix up like this, It would definitely send a signal.


Anywho, Goodluck to you!

[exelant]

Thanks Brian, haha, if someone at the company had shown a little interest I might not be so upset. That's life, I'm going to talk with Verizon today.

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[berryite]

Originally Posted by exelant

I live in Colorado with low humidity and never had my device near water of any sort.

I can't speak to whether or not your phone had water damage but claiming SINCE you live in Colorado that your phone couldn't have been damaged by water is a little silly.

There aren't toilets in Colorado to drop phones into? There aren't pools in Colorado to drop phones into? They don't have water anymore in Colorado?

A friend of mine has an 8700 and she and her boyfriend were at a social function preparing to leave. The boyfriend graps my friend's purse sitting next to a jacuzzi and spills the entire contents of her purse into the jacuzzi including her 8700. After fishing it out, wiping it down, putting it in rice, etc, etc, it works fine today but the water sticker still reads that the phone suffered water contact.

I hope you get the matter resolved to your satisfaction but arguing that your phone couldn't have gotten wet in Colorado is simply nonsense.

BTW, I was with Verizon in the past and you are free to go to them if you want but I've never seen a group who can't do anything without checking a rulebook more than Verizon employees so you might want to sleep on it before you go fleeing from T-Mobile and jumping into a situation less desirable.

[catfish44]

Ask for customer retention and explain the whole magilla to them VERY NICELY and maybe they will do something, explain you may just cancel your whole service with them and never again have a good thing to say about them again.

[BergerKing]

Those of you that don't know exelant, I will attest that he is a stand-up guy. We've talked enough, I know that if he makes a goof, he admits it promptly. It is a character thing with him. Many others that know him would tell you as much.

Outrage here is understandable. He dotes on his Jav, and has been sharing his issue since it began.

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[pltaylor]

Ex, I've had to go to the top for issues before and trust me, it's worth it. I was disputing a $79 unfair upgrade and walked away with a new phone and 2 months credit. Here is who to talk to:

ExecutiveResponse@T-Mobile.com is the email address for Tmobile's team of high-echelon customer service specialists.

I dealt with:

Stuart, Executive Assistant to the Vice President
1-877-290-6323 ext. 341-8025.

Don't forget to be calm, professional, and polite, and tell your story succinctly and clearly.

[dragonsamus]

Good luck! I hope you get this resolved. I would be upset if they charged me for something that did not occur.

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[exelant]

Thanks bk and dragon.

Berry, you are right, lol, I was just trying to mention every detail I could think of. I would probably think the same as some that - "oh suuure you didn't get water in it, ". And I understand that. But all I want is to plead my case because I do have some supporting evidence. I also know verizon is expensive - as I said, I'm exploring options. It wouldn't do me much good to say I'm going elsewhere, and have it be an idle bluff.

Cat, you are absolutely right, there is no way anyone would try to help an abusive customer. I have been yelled and sworn at over the phone by customers and it is no fun at all - and all one wants to do is figure a way out of talking to that person.

And PL, thank you, thank you, thank you! I will give the response team a try and call stuart as a last resort. I'll keep you posted. I actually started this thread hoping to find information like you provided. This was to be a record of T-Mo's CS. Let the test begin, haha. I actually hoped the former/current employees would have it.

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[berryite]

Originally Posted by exelant

Berry, you are right, lol, I was just trying to mention every detail I could think of. I would probably think the same as some that - "oh suuure you didn't get water in it, ". And I understand that. But all I want is to plead my case because I do have some supporting evidence. I also know verizon is expensive - as I said, I'm exploring options. It wouldn't do me much good to say I'm going elsewhere, and have it be an idle bluff.

I really wasn't trying to cast doubt on your claim. I just thought saying that you lived in a particular area didn't really make much sense. I water damaged a Motorola Razr several years ago and lived in the high desert at the time. Water damage can happen anywhere.

You have some allies coming to your defense saying you are a stand-up guy and I'm confident they are right.

My only counsel is to let a cooler head prevail. I've been know to have my impulsive moments and often when that happens I find that decisions made might have been better slept on than taken in the haste of the moment.

I had an unusually difficult conversation with T-Mobile over something recently that they were not living up to that they should have ... no need to bore anyone with the details. Suffice it to say, the matter was settled completely satisfactorily in the end but keeping my cool was a challenge at a few points in several phone conversations with T-Mobile. I had to keep reminding myself that by-in-large T-Mobile is an excellent company and they've treated me very well in general. Sometimes it pays to take these things in step.

And I do NOT believe you'd be either better off or happier at Verizon.

Good luck my friend.

[exelant]

I'm nothing but cool and professional under fire, . I am calm and not really leaving T-Mobile. We need T-Mobile for my wife because she has to travel to Europe and the Middle East for work - T-Mobile has the best, most reliable international service. I am looking at this as an exercise in complaint resolution. I'll keep the thread posted with what results I get at each step. I am going to write an email to the team at the above email address tomorrow and see what happens.

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