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Is anyone else experiencing delay in warranty replacements?

bap_seb-il

Dec 4, 2010, 7:26 AM
We are going on a month (november 9th)Since the T-Mobile service rep determined that my wifes Vibrant need to be replaced. I have called at leased 9 times, Have been given one excuse after another from problems with the order process to out of stock phone. written to e-mails.....To date now response back from t-mobile. I initiate the calls and get a promised call back then nothing till my next call....their warranty replacement program sucks
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T-MobTeleSales

Dec 4, 2010, 12:20 PM
seems pretty fishy lol... Are you sure they are even sending it to you? did they give you an order number or anything? where you speaking with Tech support or Samsung?
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bap_seb-il

Dec 4, 2010, 1:10 PM
I've talked to tech support, customer service and e-mails to business support.. we have been promised ship dates 3 times. now they say it's out of stock till monday. I have a case ID#. i get alot of appolgies when " I " call, but no return call from a supervisor or manager as promised...
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T-MobTeleSales

Dec 4, 2010, 2:06 PM
Well starters the Vib isnt "out of stock" lol. The G2 and HD2 are. I'm not sure what can help you tho lol looks like you've done everything so far. Keep getting supervisors and keep trying every day. See if they have a UPS tracking number. Ask them if it'll even be shipped. tell them that the phone no longer works and you want credits for the mishap. Get something for your time.
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tmorep03

Dec 6, 2010, 9:53 AM
well if your a tele sales agent you actually wouldnt know if the vibrant or hd2 is out of stock in customer care or replacments. each department gets its own stock of phones and they dont share the stock...so if customer care is out of stock of a phone it doesnt mean sales is out of stock of the phone
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TMO-MAN

Dec 9, 2010, 8:09 PM
customer care has diff inventory than telesales so i highly doubt they would tell a customer it is out of stock when it isnt
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smylax

Dec 6, 2010, 4:17 PM
I bricked my Vibrant playing with ROMs about 2 months ago, and it was out of stock at the time as well, took almost 3 weeks while I had to go back to my old CLIQ. Unfortunately there is no way to speed the process up, if they don't have it, they don't have it. The most you can do is ask for an inconvenience credit. As long as you are polite about the credit, they're pretty accomadating, but if you are a dick, they won't help you. Or at least that's the way I handle it with customers. Nice=I'll do all I can for ya. Dick=you ain't get squat from me.
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tmorep03

Dec 6, 2010, 4:33 PM
i know wat u mean dude...if you call in and are a complete asshole the less likely i am goin to help you out. if you call in and are nice about the problem i will do all i can for you..i hate when customers call and scream their head off over like 5 dollars
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TMO-MAN

Dec 9, 2010, 8:11 PM
guys this isnt the place to air our experiences with customers everyone is different and reacts to situations differently we should all do all we can for a customer no matter what
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smylax

Dec 10, 2010, 8:23 AM
No, not no matter what. And this applies for any industry, customers should not get whatever they want just because. Readers should take it as a life lesson: being civil will get you farther in life than being a jerk.
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sticktogether

Dec 15, 2010, 10:41 PM
agreed; smylax.
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