Problem returning the phone

[thanakornl]

Hi Guys,
I am having problem with the screen creaking noise and I called up t mobile rep. and they told me it's physical damange. That I have to send the phone back to national return center? and wait for a replacement.. Is that what you guys have to do? Also I have to pay for the shipping.

[tread]

no it is not considered physical damage (just the screen creaking, assuming thats all thats wrong and thats all that you told the rep)... yes you have to return your device first to the NRC before they'll ship you out a replacement (this is SOP [standard operating procedure], if other people tell you that you CAN and SHOULD get yours shipped out first, this is a case by case situation... t-mobiles SOP clearly states to them that you must send your phone first)

no you should not have to pay for shipping... when phones are returned to the NRC, you go to UPS after packaging your phone and ask them to ship it to T-Mobile's NRC via their account and their dime

[jrokwitdacapitals18]

Yea they told me that I had to send it to the nrc and that I would have to send my phone out before they ship the new one . That was on the 14th day so I told them to forget it. Then I called back 2 days later and the guy was cool . So I had no problem and I got to keep my phone till the new one comes .

[Paging Dr B]

if you purchased it in a store just walk it in.

[DreamcastDC]

That rep didn't know what he or she is talking about, the creaking noise is not physical damage, its a known issue that the G1 has, you should call them again and tell them that.

[MobileMan]

Man who trains these reps? LOL They must train from different training manuals.

[thanakornl]

i actually called them twice! and the first time the guy told me that I have to call from another phone! because they would have to go through the phone checking procedure! I was like what the hell.... creaking noise! and you can fix it that easily??/ hmmm. Gotta call them again tomorrow and hoping for a better rep. Did u guys talked to the G1 Rep??/ or just the regular t mobiel rep?

[krnboy503]

uhh weird cause they sent me the replacement first and gave me a return label for my old one.

i guess it depends on who you talk to at 611.

[DreamcastDC]

I talked to Customer Care, and the nice lady switched me over to the sales department so they can order me a new phone.

[Divest]

Yeah, T-Mobile's customer service is all over the place. 70% of the time, it sucks.

I don't think it's a knock on their company in particular, but rather what you pay for. As the old saying goes.

Case in point: Verizon. Fantastic customer service across the board. If something is wrong with your phone, or service, they'll get that fixed pronto. Sure, you're paying a heftier bill than T-Mobile, but it's reliable and has good service in most places.

If you get a bad representative from T-Mobile, do us all a favor and ask to speak to their supervisor and complain about them. Complain about the lack of training and/or common sense. That's the only way we're going to cut down on horrible reps. We have to work at it as customers. Demand the service that you pay for, there's no reason to accept less.

[cohoman]

Cell provider customer service varies, even with the same provider. I've been using Verizon for the last 4 years, and I had a problem with my Moto-Q smartphone locking up, microphone stopped working, and turning off spontaneously. I talk with Verizon several times about this, and they made everything excuse in the book to not replace my phone. It was clearing some defect in the phone, but still wouldn't replace the phone.

So, I think it all depends on who you talk to and where to get good service.

cohoman


Yeah, T-Mobile's customer service is all over the place. 70% of the time, it sucks.

I don't think it's a knock on their company in particular, but rather what you pay for. As the old saying goes.

Case in point: Verizon. Fantastic customer service across the board. If something is wrong with your phone, or service, they'll get that fixed pronto. Sure, you're paying a heftier bill than T-Mobile, but it's reliable and has good service in most places.

If you get a bad representative from T-Mobile, do us all a favor and ask to speak to their supervisor and complain about them. Complain about the lack of training and/or common sense. That's the only way we're going to cut down on horrible reps. We have to work at it as customers. Demand the service that you pay for, there's no reason to accept less.

[leshawnte]

Hi Guys,
I am having problem with the screen creaking noise and I called up t mobile rep. and they told me it's physical damange. That I have to send the phone back to national return center? and wait for a replacement.. Is that what you guys have to do? Also I have to pay for the shipping.


I had to do the same thing but my accont was credit for shipping that I had paid. I would call back and speak with a supervisor