Wednesday 7/11/06
Tmobile
Client Relationships
PO Box 37380
Albuquerque, NM 87176-7380
It’s uncommon that I experience a person support problem persuasive enough to take some time to create a problem notice, but personally I think that last night’s telephone connection with At-Cellular specialized support consultant justifies it in this instance. I bought a brand new Motorola RAZR V3 telephone and registered for T-Mobile’s Have More 1500 Moment and 400 text strategy through LetsTalk.com 2/9/06 (order # *). Just Before that I’ve been At-Cellular customer on various traces since mid.
Previously month my telephone began to switch off randomly, often during a phone. It'd act in this way possibly using the telephone turned on the ask the hands-free and when shut or available earpieces. This conduct while was showed by it outoftown in Florida and California.
I investigated the issue online and attempted recommended repairs for example getting the battery out every once in some time as well as, all-along, I’ve adopted the phone’s instructions which recommends that homeowners totally strain the battery occasionally before allowing the telephone totally refresh again.in my own online searches I came across posts (illustrations surrounded) about T Mobile (and Cingular) briefly taking RAZR V3s from its shops as a result of Motorola-recognized deficiency on a few of the telephones which triggered precisely the issues I’m explaining. Curiously, my telephone was bought in Feb and also the closed Computerworld post suggested
Tmobile started tugging Razr V3 telephones from stores on Thursday, stated Tmobile spokesperson Peter Dobrow." a faulty element was in a restricted quantity of deliveries to us throughout the month of Feb from Motorola, " he explained. "Because there is no method to inform at retail which models [were faulty], to discover the best interests of our clients we ripped them from our shelves." (my emphasis).
About The nights Friday, July 10th I had been at wit’s finish following the telephone repeatedly driven along and abandoned many telephone calls. Using the earpieces connected and also the telephone totally however I experimented with contact T Mobile at 611. It kept restarting and running down. And so I named T-Mobile I've the web telephone software Skype on my pc customer service through it. The very first consultant mentioned my issue was a specialized one and stated he’d move a tech support team representative for RAZR V3 devices me and was very useful. I had been attached to a lady and our discussion lasted roughly half an hour.
As The technical assistance repetition utilized skilled vocabulary (for example handling me as “sir”) and waited to listen to what I'd to express, her tone all-along recommended disappointment with me and her recommendations all positioned fault not about the phone but on anything like a defective cell-tower in Detroit and sometimes even on my observed treatment of the telephone. The inference appeared to be that I might not have now been correctly taking care of my telephone.
I used her specialized guidance in getting out and changing the battery, power-cycling the telephone, etc. She questioned where I had been and that I stated “the chicago-area, ” to which she responded that “that’s possibly it�we possess a cell phone structure in Detroit that’s been along since July 26th and it’s a continuing issue.” I informed her that while it’s clear a defective structure could cause decreased calls, how precisely might it trigger my phone to power-off? I added that exactly the same issue occurred in my experience while lately outoftown in California and Florida, and that I don’t reside in Detroit correct, that Chicago’s a large location with several mobile phone systems. I described the current T Mobile/Cingular shelve - recall of V3s which the problem that caused it seemed the same as my issue. She didn't acknowledge any understanding of At - revenue or Mobile recognition halting of RAZRs, that we locate difficult to think.
Regardless, in the place of trying to repair my issue, her objectives appeared to be:
1.) to put responsibility on outside elements (a cell-tower, my possible mishandling of the phone, etc.) 2.) not to provide a substitute or tangible aid and 3.) to obtain me off the phone. She actually created an extravagant idea that the telephone switch off occasionally during the day. I don’t possess a house telephone, this is exactly what I take advantage of to speak, with no additional phone I’ve possessed necessary that it's switched off several times each day
After fighting concerning the telephone issue (her: it’s another thing, me: it’s a published and known telephone deficiency) with her for some time she begrudgingly provided me an upgraded because, in the end, my telephone is under warranty. Whoa, go figure! I significantly less than annually later it’s not operating like a telephone and spend $250 to get a phone. Obviously I'd like some kind of option! Within the software that adopted, disclaiming all types of potential occasions, I came across subsequently that I’d need to spend $9.95 of my device for UPS delivery. I deliver with advantages constantly and, while I am aware T Mobile is trying to include its expenses, this really is absolutely excessive for delivery of a product that weighs for the most part two lbs. That possibly need to spend my very own delivery for that device I’m time for T Mobile. I expected her to renounce the charge but she didn’t and so I reluctantly decided to all of the (complicated and long winded) conditions in her software.
All of this was annoying enough however the toughest was nevertheless in the future. After everything was completed I thanked her and he or she stated a scripted “thank you for selecting T-Mobile” farewell, but after she believed I had been off the point I noticed her state in an exceedingly rude tone, as though to her regional colleagues, “oh�. My�. GOD.” I am aware the phone call might have been work with her. However it was work with me. I’m the main one attempting to repair a telephone that is damaged. I’m the main one who's indicating to T Mobile customer service that there’s an issue with my telephone simply to be responded to. I’m the main one attempting to find quality simply to be thwarted at every change.
You will find internet articles galore that state this or that mobile phone business is horrible or has poor customer support. Someone’s got a tale about every organization. But when you will need a mobile phone, you've to select among the businesses. Unfortunately, following this event, I’m extremely improbable to select T Mobile after my present agreement finishes.
Really,
DJ Phil.
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