T-Mobile Restocking Fee Ripoff Albuquerque New Mexico
After the 2nd replacement phone I've received from T-Mobile breaking, I got a replacement sent in the mail. The replacement was sent to me with a return envelope. I put the old phone in the return envelope and handed it to the postal worker to send back. I got a bill this month (2 months later) for 325.00 charging me for the phone. Tmobile is claiming that it was never returned. I spoke with them and they said there is nothing that they can do and now my service is suspended. I called the psot office who said that b/c I handed it to the mail carrier that it wouldn't have gotten scanned so I can't track it. The postal worker also said that they get innumerable complaints about tmobile "losing" phones, much more than any other company. To date, i've spoken with (supposedly) the manager of the supervisor of the supervisor of a rep and they've made no effort to help me. Not even to give me a temporary credit and re-search for the phone. I've had service from them for 2 yrs, and I pay for insurance every month to prevent a situation like this. I don't understand how I can be held responsible for a situation like this when they didn't have the good sense to insure their own packaging. They are the most UNHELPFUL company I have EVER dealt with. I think they are scamming people since without insurance on the package there is no way to prove you mailed it and since the post office says they get complaints about tmobile all the time. HELP!
Alexis
Boca Raton, Florida
U.S.A.
6 Updates & Rebuttals
Jamie Lee
Na,Pennsylvania,
U.S.A.
T-Mobile does right by their customers.
#7UPDATE Employee
Sat, June 14, 2008
All exchange phones are provided a PREPAID UPS label with a documented tracking number through UPS. if you know you returned the device to UPS but they have never scanned the package (which you can tell online through the tracking tab) then UPS really never returned it to us. if the return tracking was scanned we will show this when we look up the return tracking number on their website. If that is the case we'll credit the restocking fee. T-Mobile will always have that return tracking number that was sent to you on file. Have them file what is call a "Handset Search" which is sent to our specialty team.
Jimbo831
Lawrence,Kansas,
U.S.A.
In order not to get charged all you have to do is . . . return your phone in a timely manner!!!
#7Consumer Comment
Mon, May 12, 2008
Correct you do get 60 days. T-Mobile, when you're doing the exchange order the rep tells you to please get it back within seven days, then after 30 days the charge is applied, then after 60 the charge is permanent. What on earth would keep you 60 days to return the phone??
The return envelope is also for UPS, and that's another thing they tell you during the exchange process. DO NOT use the US post for the UPS label. One would think this is common sense, but you've proven that wrong. I would be very surprised indeed if you gave your postman a UPS envelope and T-Mobile EVER got it.
Mystro9876
Jackson,New Jersey,
U.S.A.
Same thing!
#7Consumer Comment
Wed, January 23, 2008
Okay, I am going through this same crapula with a MULTI-BILLION dollar company. how outrageous is this!
1) To the comment made above - They say they prefer to receive the phone withinin seven days, but do not actually "charge" a restocking fee until after 60 days from the date you receive the replacement.
2) here is my story (feeds off of #1). i received a replacement phone back in late october, and my girlfirends says she returned in sometime in december. We got a call from someone in their Customer Care department in December who told us they need to get it within 60 days or we will be charged $300. FIRST OFF, THE PHoNE I HAVE IS WORTH $150 ON THEIR OWN WEBSITE. second, i didn't see this fee until January, and I know they got the phone within the 60 day limit.
when i researched it further I found this: The tracking number(s) for the package and return package were put into UPS system on 10/19/2007. When we received the phone, it was probably around 10/22/07. They received the bad phone from us on 12/20/2007.
Now they say I was two(2) days late after the 60 days, so i was charged. TWO DAYS!
Now if you look at it closey though, I wasn't even over the two days! I was under! They are taking the start date from the date that UPS received the information, not when I RECEiVED tHE PACKAGE!
So when I called the customer service to explain my findings, they so happened changed the past due amount days from 60 to 30! When I was clearly told that it was 60 two days earlier!
ARE YOU KIDDING ME! THESE SCAM ARTISTS? I feel like I'm dealing with some Brooklyn Camera store.
3.) So in conclusion this is there gain vs. my lost. A) THEY GET THE PHONE (just two days late), B) THEY ALSO get the Restocking Fee, C) they also get a suspension/cancelation fee because I disputed the charge and didn't pay for it right away (still havent).
So, Now I owe them about $500.
SWEET. i don't want to pay but I know it'll mess up my credit report. So im between a rock and a hardplace.
Prettymuneca
Dallas,Texas,
Canada
7 Days to Return? Yeah right!
#7Consumer Comment
Thu, January 17, 2008
OMG, are you serious. When I talked to T-Mobile I was told that you get 60 days from the time you receive the replacement to return the original defective phone. The person that informed of this was a supervisor by the name of Erica and her operator ID is 377164. Hope this helps. I'm going through the same thing you are, also report it to the BBB, maybe they can help.
Thao
Austin,Texas,
U.S.A.
I understand what you r goin through
#7Consumer Comment
Fri, March 10, 2006
I understand what you are going through. I bought a $400 phone from tmobile which i didn't like and returned the next day after receiving it. I recently moved and lost the Ups trackin number that was on the return slip they put with the package. Now they won't refund me my money just because I don't have the tracking number which to track to see if the package has been returned even though it might be in the warehouse somewhere.
Alexis
Boca Raton,Florida,
U.S.A.
T-Mobile admits they were full of it, but still no refund
#7Author of original report
Thu, March 09, 2006
So I called the insurance company and told them what happened and they read me tmobile's notes which says they received the phone Jan 10. So now I called tmobile and called them on this. They now admit they've had the phone but b/c i returned the phone just outside of the 7 day return they are charging me full price for this. This is ludicrous.