Report: #761547

Complaint Review: T-Mobile

  • Submitted: Fri, August 05, 2011
  • Updated: Fri, November 25, 2011
  • Reported By: jeffrey — scottsdale Arizona United States of America
  • T-Mobile
    12920 South East 38th Street
    Bellevue, Washington
    United States of America

T-Mobile Convinced me to purchase the Asurion Insurance then denied claim Bellevue, Washington

*General Comment: That's the problem

*UPDATE Employee: The real deal

Show customers why they should trust your business over your competitors...

I went into a T-Mobile store and purchased two brand new Samsung Galaxy 3G phones with two brand new accounts.  I was convinced after a hard sell by the T-Mobile representative to purchase the phone replacement insurance policy. He assured me that in the event my phone was damaged, stolen, dropped on the ocean, or whatever, I would receive a new cell phone of same or greater value.  In the event a claim was made and my model no longer available the next model up would be provided.  The model I purchased was a 16GB Samsung Vibrant 3g.  Roughly a year later I was involved in an accident that damaged my cell phone. I contacted T-Mobile and after some run around they referred me to Asurion Insurance where they said I would need to file my claim. After contacting Asurion with even more run around they finally completed the claim and said my vibrant 3g model was no longer available and said they would ship a Samsung Galaxy 4G model.  On the surface this looked great after all the money I've paid ($10/mo) I would receive a better model for all this hassle.  The phone shows up several days later and as I'm setting it up I notice it only has 348M of internal memory, NOT 16GB like the phone I purchased.  Therefore I was unable to load any of my pictures, files, docs, movies or music.  So basically I have a smart phone that's pretty dumb...basically use only as a phone.  When I contacted T-Mobile and explained the situation they said I needed to deal with Asurion. When I called Asurion they said I needed to deal with T-Mobile.  When I called T-Mobile they said that Samsung changed the configuration of the new model and no longer offered the 16GB internal memory but in it's place ship the phone with a 16GB Micro Card.  When I said I did not receive this 16GB Micro card that comes with the phone, they responded that they were only obligated to replace the handset.  Unfortunately the insurance I was convinced to purchase is falsely advertising full and complete replacement of equal or greater value.

For me to have equal value I need to go out now and spend $60.00 to purchase a 16GB Micro card that otherwise comes with the Samsung Galaxy 4G phone for free.  My advice to anyone reading this is to stay away from T-Mobile and Asurion Insurance, when you have an issue it will NOT get resolved.  When I mentioned to the T-Mobile cancellation department that I was going to cancel my 2 accounts recently opened plus the other 2 accounts I had for 15 years they said sure they would cancel them right away.  What a company, bate and switch then lose 4 accounts over a $60 memory card that should have come with the phone to begin with!
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This report was posted on Ripoff Report on 08/05/2011 04:17 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 General Comment

That's the problem

AUTHOR: Lenabenas21 - (United States of America)

As a representative of a cell phone carrier, your lack of understanding and sympathy of a frustrated paying customers negative experience is a sad shame. Not understanding how someone would be upset after paying the original cost of the phone, $10 per month on insurance for over a year and $130 deductible to get a "better" phone lacking a critical feature from the original purchase and suggesting that the paying customer reach in their pocket yet again to get what they originally paid for is absurd. The replacement should have come with a memory card.
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#2 UPDATE Employee

The real deal

AUTHOR: S. Myers - (United States of America)

I don't understand why you people have issues with receiving a BETTER phone and just because it doesn't have all the same features as your original phone, you want to complain about it. It's a different phone which means it's obviously going to have different features or specifications.

The retail value for your phone is $399.99 and the Galaxy S you received is $499.99. I understand you probably didn't pay $399.99 when you bought your phone but that was CONTRACT price.

So with the deductible at $130.00, you saved $369.99. Why don't you just go buy a $60 memory card with the money you saved?

Sounds pretty simple to me.
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