Deny, Deny, Deny

B

bluegojoe

New member
So my Pearl was acting up and I called because the screen keeps freezing and the capitalize button keeps getting stuck requiring a battery pull. So they agree to send a warranty replacement. Before they send the warranty replacement I ask them about the new Pearl 2 and they deny that Tmobile is even going to get it. I asked because I figure since I need a new phone anyway, why not just pay and get the new one. I would have gladly payed for it and since I have to change devices anyway. So I finally get what I think to be my warranty replacement when I get home from work and I thought it was odd that the box was not sealed but the box is not damaged and it doesn't look as if tape was torn from the box so.... I open the box and to my surprise the only thing in it is a return label, instructions on returning and foam, under the foam is a nice new battery cover. WTF? So I call Tmobile and they too think that this is odd, however we (Tmobile and I) can't seem to figure out if I was sent the empty box or if someone stole the device. I wouldn't think that if someone stole the device off my doorstep where UPS left it, that they would even leave the box. Then there is the fact that it doesn't seem as if there was tape on the box, anyway they told me that they would send me out another phone to replace the missing one, and that they were sure that I wouldn't have problems with this phone. Again since I have to replace the handset anyway I asked this different rep about the new pearl, I hate to change devices if this other one will be out in a few days. But again I got a straight denial. They know nothing about getting this new Pearl. So my question is if the device is right around the corner, less then a month, why are they denying it? Why not just say that the thing isn't coming out until sometime next month. Geez, I am going to try really hard next month not to get mad at Tmobile when the new Pearl comes out.
 
I'm pretty sure that your typical CSR doesn't have a clue about the release dates of the majority of the phones that are coming out. They for the most part are trained to help you with your current phone. i.e. read through a script.

If you want to know about up coming devices it's better to talk to store managers and store reps since they will be the ones one the front lines, and usually get the information weeks ahead of time.
 
I was told the same thing when I emailed CS about it when I wanted to know when my device upgrade with full discounts and rebates would be able to be used. Get THIS...I emailed them about 2 or 3 weeks before the SK LX and Slide were released and they knew ALL ABOUT them.
 
Yeah, true. Most CSR's don't have this kind of information readily available... But if you talk to blackberry/pda support some of them have this kind of information and will relay it to you as if it were nothing
 
~via BB (wap.rabroad.com)~ I went last week to the local t mobile store and I was asking about the new pearl... The CSR (fellow blackberry addict)said that tmobile hasn't said anything about it and the BB rep was in the store and didn't know anything about it either.. Then assured me he'd be the first to know. I wonder why its so necessary for this to be hush hush. I know it creates more demand but if I had a release date I'd be able to save more and spend that much more on stuff I probably don't need....oi vey I can't wait!
 
As a T-Mobile employee I can tell you this.. Most employees of wireless companies do not have specialized knowlege of EVERY SINGLE device. Some tenured managers may, but a front line CSR.. No way. Besides, even if they did have inside info the LAST thing they will do is divulge it to you over a recorded phone conversation. Best thing you can do is go to your local T-Mobile store and look for a SRSR or Manager that USES a blackberry. They are much more likely to have more personal interest in it and future models than someone carrying a Wing (windows media device) or other phone.

That being said. There has been no formal announcement regarding the Pearl 2 and untill it comes out, you will here lies on both sides saying we will get it or not. Plainly spoken, call and harass RIM, as they are going to know much more about the launch of their devices in various companies much more than the companies themselves. We have nokia, motorola, samsung, HTC, and various other vendors to worry bout..
 
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