Very Upset With Tmobile..needs Advice

M

Mr. Suave

New member
Ok so i was at work and my phone rings i go to answer it and realize that the ball has fallen out in my pocket.. so i tried to put the ball back in which did fit but when i went to use it again the ball fell out and this time i couldnt find it..my phone ws not droped and was placed in my pocket so the reason of the track ball falling out i have no idea..

anyways this happened on the sat i called tmobile and they said since i didnt have the trackball they could not send me a new phone and i would have to make a claim with the insurance which i have and pay whateva the deductibale is which is about 100 dollars or more.....when i made the claim the representative said someone would contact me in 24 hrs..now this was sat at 8am in the morning..i called back sat night at 10pm and they said someone would get back to me..sunday no phone call and since i work until 1am by the time i called the office was close..
today i called at 6am and there closed for memorial day (monday)

now this is a inconvience for me because now i have no phone t-mobile has been awful in there customer service..and i should not have to pay for a phone if i have insurance what is the point of insurance..

does anyone have any ideas how i should go about this when i call them again at 6am when they open?? all comments would be appreciated..or am i over reacting...
 
They should replace the BB because it sounds like the ring that holds the trackball in place is faulty. How old is the BB?

This happened to me about 3 years ago when I sent a 7105t back and AFTER I sent it back they decided to slap an extra $100 on my bill because although the USB port on the phone broke, they said the phone became water damaged on the way back to the warehouse.
 
t-mobile insurance makes no sense u pay a monthly fee but then your paying for the phone anyways. and they make u go through so much..and the representative didnt even give me a claim number or anything
 
If you JUST got it, take it back to the store (or call Customer Service if you got it through them) and tell them that you'll cancel your service if they can't replace the phone.
 
That's the way insurance works though. That's why I never pay for the phone insurance. The deductible is awful. TMO customer service is right is this matter. Unless the phone is in the first 14 days or whatever the time amount is, then you could have just brought it back to the store. If that has passed, it doesn't matter what you claim, if you replace it via insurance you have to pay the deductible. Sorry for the bad news.

If it's the trackball is the only thing you've lost and a replacement one will fit, you can always try www.cnn.cn they have replacements for cheap. Not sure if the shipping is fast though since it is in China. blackberryrepairshop has some too, but not as cheap, but it's in the states. There are a few other site, if you give a search they should pop up. It's better to pay 15 bucks or so than to pay a 150 dollar deductible.

good luck. let us know if you need anything else.
 
ok but what about the as far as them calling me within 24 hrs its been 2 days going on 3 now and i should have my new phone in my hand buy now even if i did pay the 100 dec. there customer service is horrible and because of them i have been inconvienced.
 
~via BB (wap.rabroad.com)~

I would call customer service again. Very rarely when you call customer service you get someone who doesn't give a crap. But most of them will help you out. Sometimes it just takes a few calls to speak to different reps to actually get what you want. Your in the first 6 months of owning the phone. T-mobile will honor the RIM 1 year warranty. I went through something similar. At 6 months, my track ball quit working, so I called tmo up and they shipped me a refurb phone. Because I have the insurance, I didn't have to pay the standard shipping and handling fee of $15. But if you want expedited shipping you have to pay for that. I would of taken reddogs advice about buying a replacement track ball if they are gonna pull that BS and say that you have to pay the insurance deductible because you don't have the missing track ball. But like I said earlier, call CS again and speak with a different CS rep and see what they can do for you. And then if they want to play games with you because you don't have the track ball, play games and buy the replacement ball, call them back up and say you found the ball in the couch or something. And as a last resort, if you do some searching on here for tmo complaints, you will find this guys email address for t-mobile, he's like up there with the CEO of the company. If you email him, the email gets forwarded to his personal complaint team, and every time I read on here when someone uses it, they have had positive results every time.
 
thanx im on the phone with them and i swear its been like a hour im waiting..i talked to one lady who was helpful but then she tranfered me to the asurance department which all act like complete morons and have me on hold saying i have to fill out a form and then they still dont give me a claim num. im gonna go see about a track ball im gonna look it up thanx alot ill keep ya up to date
 
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