T-Mobile Complaint - Refusal to make phone warranty good
In response to the email from
Rep ID #2743139
1. Remove your battery while your device is on
(The Razr will not turn on!)
2. Take out your SIM card for 5 minutes then put it back in 3. Re-insert your battery 4. Turn-on your handset 5. Test your handset and observe if it is now charging
(The fact that the Razr will not turn on makes steps 2 thru 5 inablicable.)
(the Samsung charges up just fine. It only does not cut itself off apparently..once the screen goes dark, the phone continues to make bacon frying noises and sucks the battery dry in just a few hours)
- Have you tried to use another battery/charger on your handsets? Please let us know what happened. (Yes. Nothing. Tried this on both phones.)
- Your IMEI number, press *#06# on handset to get the IMEI number. It is also located on the back of your phone under the battery.
(That is good because the phones will not turn on! Razr
- Is there a physical damage on your device? (No..neither has been dropped, wet, cold, hot, kid drool or anything else. No cracks, chips)
- Is there a liquid damage on your device? (No see above)
- What color is the round sticker that is located beneath the battery (battery compartment)?
(Razr and Samsung both white/cream colored)
I am aware that T mobile had suspended the Razr for a while because of problems but until mine died, I had had none. When I called, it was like nothing was going to be done about the Razr (sorry you are out 200 dollars) but I sure could get another phone the Samsung(for another 50 plus dollars plus a monthly charge for insurance that does nothing, having had a claim on my husband’s phone..so the insurance is just useless money wasted because I am never going to be able to use it, but at least I can keep being charged for replacement phones.)
So here is what I suggest. I will gladly send the 2 nonworking phones back if you will provide me with a box, postage and an address. I would like to be made whole by having the phone(s) below sent to me at no charge to me, and no extensions on my contract as I extended it twice in order to get the two nonworking phones. As you will note, this is a TWO PHONE offer. This way if one craps out, I will at least have another to use.
Let me know what we can do here. Until I hear from you, I remain Slightly unsatisfied although at least someone answered me)
Motorola RAZR V3 - Cherry Blossom Tattoo
T-Mobile Exclusive, Buy One Get One Free
In response to
Justin G 2743319
1. What model number is your Samsung phone?
2. When did you purchase these phones?
3. Where were they purchased?
(The Razr was purchased off the website a little over a year ago according to the customer service representative when I called to ask for a replacement. When I called to report the phone not working, the person who answered in customer service told me the warranty had just expired and then signed me up for the insurance. When my husband tried to use it as I put it on his account too, Assurion said they would not replace his phone even though it had been stolen. So what good it that ??? Why bother to call them for anything else ???
I paid 200 and extended my service to get the Razr and 50 plus ish for the Samsung.
The Samsung sgh t619 was the My Faves phone I replaced the Razr with, and again had to extend my contract and pay for the phone. )
4. Did you use these phones on another account before? If so, please
provide the mobile number that was used on that account? (Both these phones were used on the xxxxxxx account. In between each one breaking I have been using my SIM card in a slider my husband formerly used but could not hear well on (he is hearing impaired) and we replaced it with a Motorola. Both of us got these phones approximately 2-3 months ago the same week.)
However, I was not able to find any warranty information for these two handsets on your account.
(Based on what I see on the web and have heard from others to whom I recommended T Mobile, I am not surprised. It seems that you can talk to one person one day and the next day call back and there is no record of your problem or that you called before. I always thought this was just a few people with attitudes having problems, but I do not have an attitude and even sucked up the Razr, even though I still do not think I had it for 15 months like I was told, and paid for another phone. Then the replacement was also defective and now I am not willing to turn the other cheek.
Again I think to rectify this, my suggestion is
I will gladly send the 2 nonworking phones back if you will provide me with a box, postage and an address. I would like to be made whole by having the phone(s) below sent to me at no charge to me, and no extensions on my contract as I extended it twice in order to get the two nonworking phones. As you will note, this is a TWO PHONE offer. This way if one craps out, I will at least have another to use.
Motorola RAZR V3 - Cherry Blossom Tattoo
T-Mobile Exclusive, Buy One Get One Free I am not trying to get over on anyone here. I have been a customer since 2001 (Voicestream) and I am simply trying to rectify an unfortunate situation without any further cost to me.
Thanks for your reply.
In response to
Rep I.D 2743184
Kelly, after researching your warranty, I see that the last purchase fora Motorola Razr was purchased on January 30, 2006. Unfortunately the manufacturer?s warranties on all devices are one year and therefore we cannot exchange your device. This warranty policy cannot be waived. ( Ok I got that. However, this does not solve my problem with the Samsung. And I might add that I called in mid to late January concerning the Razr..and was told to try many of the things that were listed in this series of emails, and then call back. So I did..and I just bet there is no record of that call, just a record of the switch to the Samsung that makes bacon frying noises and drains the battery in a matter of hours. Now what are we going to do about that issue??? Is there no warranty on that either ? And I do not need a response from the insurance because I am planning to cancel it. I had registered a complaint before when I had to pay for a phone to replace the one my husband had stolen they would not even talk to me about. Their response was we do not have anything to do with that. Now I have an attitude, because I do not think I was treated fairly. T Mobile knew that the Razrs had problems and did nothing to warn people about them, but did suspend distribution to get the kinks worked out. Now when one malfunctions just prior to warranty expiration I am told to do this and that until it does, then get ANOTHER phone I really did not want but needed no features no nada, and get gypped again. That is not the way to treat long term customers. Could someone advise me when my contract expires ?????)
Thank you for being part of T-Mobile family. We highly value your
(I really do not believe that you do or else this would not be a problem for a 6 year 2 separate lines of service customer. Please advise your intentions regarding the Samsung or am I screwed there too ?)
I understand your Motorola RAZR V3 and Samsung T619 are not working properly.
Kelly, after the careful review of your account, I observe that Motorola RAZR V3 was bought on January 30, 2006 and was delivered to you on February 2, 2006. Unfortunately, since it is more than one-year we will not be able to perform the handset exchange, however you can contact Asurion Equipment Protection at 1-866-268-7221 for further assistance.
Kelly, I also observe that you upgraded to Samsung T619 on January 2, 2007. However, we are unfortunately not able to verify the warranty of this device. I kindly request you to please insert the T-Mobile SIM card with phone number xxx-xxx-2345 in Samsung T619 and make a call to any phone number (you can call your home number also). I am requesting you to do this because this way your device will get registered on our network and we will be able to verify the warranty on your Samsung T619.
Kelly, I have reviewed your contract history and found that the commitment for phone number 2345 expires on December 31, 2008. You will automatically be converted to month-to-month the day after the contract end date. Kelly, if you are thinking of canceling your service at this time, please let us know why so that we can try to make amends with you.
We wish you to have the best experience possible.
(ok, let me get this straight. Lets go at it by nonfunctioning phone.
RAZR: you can see where I got it in 06. You can see where I called in 07, stating it was broken. You can see where nothing was done about it, exept to sell me the Samsung phone, even though the Razr was still under warranty at that time.
SAMSUNG: You can see where I got it and received it. You know it is still under warranty. Yet you say you can not see the warranty. Why ??? What difference does it make? Do you think I went and stole someone elses phone ??? If the darn thing would work correctly then I could make a call on it. In fact I may have actually made 1 or 2..so if you know I have it, what the heck is the problem ? As it is, it wont turn on because the battery sucks down so fast and I never know if it is going to work or not..mostly in my experience not. You hit the button, it say hi there, c ya! So you recharge, and begin the cycle again, with some intermittent bacon frying noises letting you know it did not cut off so the cycle is progressing.
Incidentally in Sonia’s email she gets my phone number wrong, not once but both times!!!!!
It would seem to me:
1. in both these instances, you can see where I got the phone.
2. You can see I have reported it not working, still under warranty in both instances.
3. you want me to make a phone I am telling you is broken work to prove to you it is broken. Hard to do.
4. I feel that you do not
a. Believe me
b. Care how long I have been a customer
c. Care if I remain a customer.
d. Intend to do one thing about this except send me a monthly bill. You will just keep on selling me phones that may or may not work and tough on me if they dont.
5. I do wonder what Assurion is supposed to do though, since it does not replace stolen phones as they told me when my husband's was stolen. Yet you keep wanting me to call them. I guess.so that they can say well poo on you too ?
You have run me around the country with your demands and nothing has been resolved.
I am not happy.
I want a working phone.
I have repeatedly said give me the 2 cherry whatever Razr deal currently running, with no charges to me and no contract extension, so that I have a phone that works, and a spare in case it breaks too. I do not think this is unreasonable. I have paid for 2 phones that do not work, at more than the cost of the current Razr deal. It would be an equitable solution for everyone.