• Report: #1032112

Complaint Review: T-Mobile (Cellular Company)

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  • Submitted: Sun, June 08, 2003
  • Updated: Tue, August 19, 2003

  • Reported By:stillwater Minnesota
T-Mobile (Cellular Company)
P.O.Box 790047 St.Louis, Missouri U.S.A.

T-Mobile (Cellular Company) Lying Thieves! St.Louis Missouri

*Consumer Comment: Mike from Colorado

*Consumer Comment: Please educate yourself!

*UPDATE Employee: Come Off It

*UPDATE Employee: This is one of the most difficult and stressful policies we as employees have to deal with.

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I had called to get our T193 phone replaced and I wasn't instructed when I should get the old phone back to the company or that I would be charged if I failed to get back to them within a certain time frame. I sent the phone back and found out that I was charged $115 for the T193! I was shocked and outraged! the retail value of that phone was $20!

I asked to talk to the supervisor and he refused to do anything about it except give me a $30 credit on my bill..I told him that since the customer service agent whom I talked to didnt explain this to me that I should get back at least 75% of what I was charged but he said no.

He told me that he sees in the computer that I was told that, and I told him that anyone can write whatever they want in the computer, it doesnt mean that they told the truth. He went on to tell me that they are trained to tell the customers that and I said that he didn't.

The supervisor didn't care, I have been a loyal customer with them for over a year and paid my bill in full! I couldn't believe that they would do this!

Jena
stillwater, Minnesota
U.S.A.

This report was posted on Ripoff Report on 06/08/2003 08:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/T-Mobile-Cellular-Company/StLouis-Missouri-63179-0047/T-Mobile-Cellular-Company-Lying-Thieves-StLouis-Missouri-1032112. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Mike from Colorado

AUTHOR: Tracy - (U.S.A.)

I was a customer of Sprint PCS - the service was ok apart from the fact of dropping calls often. I really liked the phone I was using. Only problem was that these phones go obsolete so quickly. I pay extra every month for the insurance on my phones as I am very busy and life does happen. Anyways, my phone had been dropped etc, and my battery was worn down, and were now obsolete. Sprint Customer Service was very helpful in asking if other than the battery were there any other problems with it, of which there was, so that qualified it to be replaced on my insurance for the grand sum of $25.00.

They were happy to help me, and I received my phone in 2 days time, instead of the 5 business days thay stated. I also did not have to return my phone or pay a restocking charge. So, if anyone is doing anything it just may well be the company you are working for. However, although it is misguided, I do applaud your loyalty to the company. One question though, in this economic time with all the people that are out of work, if you personally received letters of comalint as to your rudeness, how loyal would your company be to you? Something to think about. You can get your point across regarding these things without being demeaning and rude.
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#2 Consumer Comment

Please educate yourself!

AUTHOR: Luke - (U.S.A.)

I am employed by the largest U.S. Cellular Agent in Missouri.

I can tell you that no handset manufactured is available for $20! You recieved the first one for a promotional price for signing a service agreement.

The company is not obligated to provide you with a replacement without compensation. If you failed to return handset #2 in the agreed upon time, You should be charged for it.

The least expensive handset USC sells is $128.00 Without contract. -Luke 417.293.5853
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#3 UPDATE Employee

Come Off It

AUTHOR: Mike - (U.S.A.)

Hmmm.. Well I am a customer Care Representative, and I know that the disclosures are read to ALL customers. In Addition to this, the handset exchanges are alos sent with notification of you needing to return the phone. You are allowed a full 45 days to return the phone.. if you can't get it back in this time frame, you are either extremely lazy, or trying to keep the phone for personal gain. You knew it was an exchange, meaning you had to send your phone in ( Hence, the name Exchange ) I find that customers usually cannot deal with the fact that they are being legitimatly charged for something, and now they will say anything to have it removed. WELL.. shame on you, why don't you live up to your responsibility, and get on with your life. Otherwise, find another service provider, and see what they do when you do not return the phone, or do not pay your bill, or go over your minutes and need help.. I guarantee these other companies will tell you TOUGH!! The Last thins I want to say is as a CUSTOMER you are still bound the the terms and agreements of the contract you sign... In the future why don't you read it, and expect to be held to it, so then you don't WHINE and complain when something you've done ends up costing you more than you think.
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#4 UPDATE Employee

This is one of the most difficult and stressful policies we as employees have to deal with.

AUTHOR: Michael - (U.S.A.)

From the sounds of your complaint, you did what we call a "handset exchange" This is one of the most difficult and stressful policies we as employees have to deal with. The Motorola T193 that you purchased was actually taken out of our inventory because it is POS phone. It was replaced with a different model of motorola.

Before I go further, I should inform you that I work in the "Financial Care/Services" dept. Read inbound collections. The company policy we are required to enforce on handset exchanges is essentially "all charges are valid". What we are looking for in your account when we review it are tracking numbers. When we send out the phone a tracking number is affixed to the box and a return label with a tracking number is supposed to be placed in the box with your phone. We plug the return tracking number into the U.S. Postal Service website to see if it has been returned to our warehouse in Georgia. If not, we do not issue the credit. The company's logic behind charging you a "restocking fee" is that is the supposed cost to T-Mobile for replacing the handset. When the order is placed, the representives are supposed to read you a script and paste it into your acct word for word that you agreed to any possible charges. This often does not happen. The best way to dispute these charges is to ask that supervisor or any other you talk to if the verbal agreement is noted to your account. If not, the company cannot hold you liable.

If you are disgusted with the company and many of our policies, I would strongly urge you to write a letter. I would warn against writing to our "customer relations" dept. If you go to the T-Mobile website, click on the link to company history, it provides you with the address to our corporate headquarters in Bellevue, Washington and the name of the CEO. Write a letter and address it him personally. Get your friends to do so. It all starts at the top. Also, if you would be so kind, mention a guiding principle of good customer service to him. "Happy employees equals happy customers"

I apologize to you for your bad experience. Most of genuinely want to help our customers and know many of them are being screwed. I know in my call center many of us are actively seeking employment elsewhere due to many of the idiotic policies that roll out on a regular basis.

I hope this helps you.
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