Upset with T mobile, need a new cell phone....

[Medcat99]

I recently changed services to T mobile and bought a Samsung E715 camera phone. Very cool phone and very compact. Unfortunately, I had it on my belt and scraped up against a wall, and now the outside screen is cracked. I've only had the phone for a week and I tried to see about a replacement through T mobile, but they are being difficult and saying there is nothing I can do, especially since the phone still works. They consider this cosmetic only.

Since I am still within the 2 week window, I can turn the phone back in and only have to pay $70 dollars for the damage (not bad on a $300 phone) and they will cancel my contract. Trouble is, I really like the phone.

I guess if it's this sensitive, it isn't the right phone for me anyway, but is there any other phone out there with the same size and features? I'm pretty upset with T mobile right now, so I would need a new carrier. I understand that it's my fault, but to not offer any recourse other than cancelling the service to me shows their committment to customer service. They would rather loose a customer than try to come up with a solution.

[cbulock]

You should try calling T-Mobile back and maybe speaking with a different person. They should send you out a replacement phone with a prepaid return postage for the damaged phone and then charge you $70 (the standard charge they have for screen damage). I just had to have a phone fixed with them and it took only a couple days to get the replacement. Just make sure to tell you can't be without the phone, otherwise they might try to get you to send your phone in first, and then repair it and return it.

[Importluva]

So now Tmobile should be responsible for your mistake? Give me a break. Sheesh, people want everything for free these days :rolleyes:


I have had nothing more than pleasant experiences with tmobile. My friends and sister (at least 5 people) have switched from a different carrier to tmobile in the past 2 months. I have NEVER experienced better customer service from a cellular provider (and I've had 4 different kinds).

[Medcat99]

Importluva:

It's not about them taking responsibility. It's their committment to customer service. I have no problem paying $70 to replace a phone, but I wasn't even give that option. And, yes, people do want customer service....no one is asking for everything for "free". I don't consider dropping $300 on a cell phone "free".

I'm glad you've had pleasant experiences with T mobile, but have you ever had to engage them in an issue? I've had FANTASTIC service from Sony, but, of course, I've never had to speak with them regarding any of my electronics. Do I think that everyone who whines about Sony's service is a baby and wants everything for free? Absolutely not. I may have the same experience if I call them about a problem, I just haven't had occassion to test their customer service yet.

I think people who have problems with ANY device, be it through a manufacturing problem or their own doing (ie. rubbing up against a wall) should expect a certain level of service from the company who supposedly stands behind the device. The one thing in this world that upsets me more than ANYTHING is somebody telling me there is "nothing I can do". There is always a solution to every problem, and anyone who says there isn't just isn't trying hard enough because they are just too lazy to make the effort to try.

Cbulock's idea of calling again is a good one. It just frustrates me that I have to keep calling a company until I get someone who isn't LAZY and will actually make an effort to do something for me. Why don't all their employees realize that they are representatives of their company and try to provide the best service possible? I hate to condemn a company for the actions of one of their employees, but they have to expect this is they hire incompetent people who simply take no pride in their jobs. Typical.

[Unregistered]

Originally posted by Medcat99
Importluva:

It's not about them taking responsibility. It's their committment to customer service. I have no problem paying $70 to replace a phone, but I wasn't even give that option. And, yes, people do want customer service....no one is asking for everything for "free". I don't consider dropping $300 on a cell phone "free".

I'm glad you've had pleasant experiences with T mobile, but have you ever had to engage them in an issue? I've had FANTASTIC service from Sony, but, of course, I've never had to speak with them regarding any of my electronics. Do I think that everyone who whines about Sony's service is a baby and wants everything for free? Absolutely not. I may have the same experience if I call them about a problem, I just haven't had occassion to test their customer service yet.

I think people who have problems with ANY device, be it through a manufacturing problem or their own doing (ie. rubbing up against a wall) should expect a certain level of service from the company who supposedly stands behind the device. The one thing in this world that upsets me more than ANYTHING is somebody telling me there is "nothing I can do". There is always a solution to every problem, and anyone who says there isn't just isn't trying hard enough because they are just too lazy to make the effort to try.

Cbulock's idea of calling again is a good one. It just frustrates me that I have to keep calling a company until I get someone who isn't LAZY and will actually make an effort to do something for me. Why don't all their employees realize that they are representatives of their company and try to provide the best service possible? I hate to condemn a company for the actions of one of their employees, but they have to expect this is they hire incompetent people who simply take no pride in their jobs. Typical.

You know what? There is good customer service which is Tmobile, and there is doing things for customers that they shouldn't do but do anyways for good measure. If YOU messed up YOUR phone, then how can you expect that T-Mobile should cover it? I mean seriously now. If the phone had a crack in it from opening/closing it or something similar, then fine ok. If you dropped the phone, MAYBE. But if you SCRATCHED your phone and cracked it because of something YOU did but it still works fine, then you should just send it in for warranty repair and pay for the costs.

I'd say just deal with it for now, call them back and see what they can do. But don't get all pissy if they don't replace it or whatever.

BTW, I've had some problems at first with tmobile, and I have had a great experience. The only "problem" I had was a somewhat rude rep, but people are people.

[KEVIN88GT]

my dads phone crapped out and they replaced it...there wasnt physical damage though... ..try another representative..

[mrdeucie]

Honestly I don't see why they should have to do anything for you. You should just contact Samsung and see what they can do for you.

[Medcat99]

Seriously, the reason that companies get away with giving such horrible service nowadays is because of consumers. If you don't expect more from your service providers, you certainly won't get it. Accidents happen and a company should do what it can to assist its customers when they do. I'm NOT saying I want something for free. I just wanted a solution. I don't mind paying something extra for a new phone, but I wasn't even given that option.

To conclude, I spoke with another T mobile rep and they are sending me a new phone overnight and an envelope to send the old phone in. I will need to pay $70 for the replacement phone, but they said they will split that cost with me, so that I only pay $35 plus $15 for the overnight delivery. Overall, this is more than acceptable to me and I feel I have now received good service. I was very impressed with how quickly they responded with the second rep, and maybe the first one was just a jerk. If all goes well with this phone exchange, I will highly recommend T mobile to anyone who asks.

The point: if you don't fight for your own consumer rights, a company won't automatically give them to you. Persistance pays off.

[SamuraiCatJB]

sounds like you handled it well. I don't see why anyone would NOT want to sell you a new phone. Here at work, being an engineering firm we have groups who have phones with Sprint and Verizon. I don't know of anyone who has T-mobile due to limited coverage in this region, but that doesn't mean there is not anyone.

Anyhow, both companies when pressed have even sent the replacement "parts" to individuals, as long as they take responsibility for damages and follow instructions. As such, several of the engineers (not me) have made their own phone repairs. This does take some pressure, but the point is, if the consumer wants something, they can get it, most companies are just trying to avoid the ones who take advantage of the system, but they do so by avoiding all action. So if you are really prepared to pressure them, they generally will help, they only want to discourage the first few levels of inquiry.

I think I heard someone once say that you have to hear two no's before you hear a yes in many customer service departments. :)

[Medcat99]

Agree 100%. There is no need to throw a fit or act like a fool, but if you keep a cool head and remain committed to what you want, you will eventually get it from most companies. And, I re-emphasize my point that there is ALWAYS a solution to EVERY problem, you just have to look hard enough. Don't ever let anyone tell you there is "nothing we can do".

[orol]

hm hm something like this would never ever happen in europe .. the laws are strict here, not as in US, every sues everyone for anything.. I hated this when I was in the US. you could easily get sued for even opening a door some nice girl. on the other hand, all the blacks had so much more rights actually, because everyone was afraid of beeing sued of racial discrimation.
blah

whatever, good for you you got your phone so cheap replaced even it was your fault ..

[mrdeucie]

Originally posted by Medcat99
Seriously, the reason that companies get away with giving such horrible service nowadays is because of consumers. If you don't expect more from your service providers, you certainly won't get it. Accidents happen and a company should do what it can to assist its customers when they do. I'm NOT saying I want something for free. I just wanted a solution. I don't mind paying something extra for a new phone, but I wasn't even given that option.

To conclude, I spoke with another T mobile rep and they are sending me a new phone overnight and an envelope to send the old phone in. I will need to pay $70 for the replacement phone, but they said they will split that cost with me, so that I only pay $35 plus $15 for the overnight delivery. Overall, this is more than acceptable to me and I feel I have now received good service. I was very impressed with how quickly they responded with the second rep, and maybe the first one was just a jerk. If all goes well with this phone exchange, I will highly recommend T mobile to anyone who asks.

The point: if you don't fight for your own consumer rights, a company won't automatically give them to you. Persistance pays off.

There's a good chance they are sending you a refurbed phone. When my brother was having problems with his Motorola T720i they kept sending him refurbs.

[Importluva]

that is prolly what they'll send him.

[Unregistered]

let me get this straight..........if you scratch your new clie against your desk..........do you expect sony or the store you bought it from to do anything about it, or to have a special policy to help you out???? you should consider yourself lucky that you have a $70 option.

how many other things can you buy, damage yourself, and then pay a small fee to cancel your contract????

can you do this with a new camera if you scratch the lens yourself???

[Importluva]

Originally posted by Unregistered
let me get this straight..........if you scratch your new clie against your desk..........do you expect sony or the store you bought it from to do anything about it, or to have a special policy to help you out???? you should consider yourself lucky that you have a $70 option.

how many other things can you buy, damage yourself, and then pay a small fee to cancel your contract????

can you do this with a new camera if you scratch the lens yourself???

Thats what I was saying, but kudos to T-Mobile for their EXCELLENT customer service. Lets just hope that people don't try to take advantage of this.

[Unregistered]

it's one thing if a company provides great customer service, and i am all for that.

it's quite another when we "expect" them to provide "great" customer services which essentially increases the price for the rest of us.

where do you think the cost goes? their profit or increased prices for the rest of us?

[Importluva]

Once, again, I agree with you unregistered.