- Report: #390087
Complaint Review: T-Mobile - Bellvue Washington
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Author Confirmed
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T-Mobile
12920 SE 38th Street Bellvue, 98006 Washington, U.S.A.
Phone:
800-9378997
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T-Mobile LIARS Bellvue Washington
About a month ago I had to send my phone (Side Kick Slide) back to TMobile because I kept having problems with my text and picture messages. This went on for months. The rep asked me the color of the panel under my battery and I was not told that this was a color that indicated a problem. Finally, they sent me a new phone, but I was still having the same problems with it. After about a month of calling them (after the new phone) they finally came up with the solution that I needed a new SIM card.
To make a long story short I received a bill with an extra $100 added to it. I called them to find out what was going on and they told me that my phone had water damage, which I know was a lie. There was not a drop of water waste on my phone and when I talked to one of the reps at TMobile (Barbie) she told me that if I had the phone in the bathroom during a shower it could have causes it. I told her that I did subject my phone to any moisture, liquid, spit or anything else. After this alleged "water damaged" claim I asked her to have to phone sent back to me and I would send them the new phone back and she said that they could not do that. Also, I asked for proof that the phone was water damaged by me and she said that there was no way so I just have to go by what their research dept says. There has got to be something we can do about this non sense, but in the mean time I have written R. Dotson to get this matter taken care of and I am waiting on a response. If there is anything, you know of, I can do please let me know. $100.00 may not be a lot to them, but it is to me.
Monica y
Birmingham, Alabama
U.S.A.
To make a long story short I received a bill with an extra $100 added to it. I called them to find out what was going on and they told me that my phone had water damage, which I know was a lie. There was not a drop of water waste on my phone and when I talked to one of the reps at TMobile (Barbie) she told me that if I had the phone in the bathroom during a shower it could have causes it. I told her that I did subject my phone to any moisture, liquid, spit or anything else. After this alleged "water damaged" claim I asked her to have to phone sent back to me and I would send them the new phone back and she said that they could not do that. Also, I asked for proof that the phone was water damaged by me and she said that there was no way so I just have to go by what their research dept says. There has got to be something we can do about this non sense, but in the mean time I have written R. Dotson to get this matter taken care of and I am waiting on a response. If there is anything, you know of, I can do please let me know. $100.00 may not be a lot to them, but it is to me.
Monica y
Birmingham, Alabama
U.S.A.
1 Updates & Rebuttals
Carolie
Newton,Kansas,
U.S.A.
Response to the oow fee
#2UPDATE Employee
Thu, November 13, 2008
Hi Monica, I am a current employee with t-mobile. I wanted to let you know that I sympathize with you on your issue with the oow fee that was placed on your account. One of the things that I want to you let you know about right up front is this, when you did the troubleshooting with the phone that you had (sidekck slide), the representative should have asked you what color the ldi (liquid damage indicator) is, and at that point, if you would have told them that the color is "pink/red," they would have explained that the exchange could not be done. The reason is, is because the phone would be recognized as a possible water damaged phone. One thing that most of us as employees may not know, is how our technicians check out the equipment that you send back. But we do know that before we even request for you to send the phone back, is to ask for that ldi indicator color. On the sidekck slide, there are actually two indicators, one behind the phone's face(covering the keyboard), and the other being behind the battery on the phone itself. Checking both of these on that phone would have been the ideal experience, if they had you check both, the only other indication of how the water damage happened (ldi turned red/pink) would be on the shipment back to the warehouse to have it inspected by our technicians. I have seen it happen more than once with customers sending back their original equipment through ups, fedex, postal service and have their equipment more damaged than it was to begin with. My only source of comfort for you is this, when sending back a phone to have us look at it, is to package the phone up as secure as possible, make sure no water can get in (wrap it or put it in a zip lock), then send it back with insurance on the package. The other note on this, is to make sure when doing the troubleshooting, pay attention to each and everything we're telling you in order to process the exchange. One of the key points that most customers miss out on, is that last paragraph in relation to your exchange, "In order to process this exchange you agree to a nonrefundable 100 fee "if" your phone should have any liquid or physical damage on it," do you agree? If for any reason, you hesitate, question, or feel like this may be a concern - DO NOT PROCEED WITH THE EXCHANGE! Once we click the save button - the order is placed and you are required to send that phone back - water damage and all. Hope this helps!!
