Cingular Wireless
My Case: In December I placed an insurance claim for a LGC1300 phone, payed my $50.00 deductible.
Then on February 28th the replacement phone died. The LED display had vertical and horizontal lines, would go dead. I had to turn the phone off and on to get the LED back and only for a short time. So I took the phone to my local (Company owned Cingular Store) and was told to make a warranty claim, since I had only had the phone for two months.
So I called the Cingular Warranty Department (1-800-801-1101), they agreed to sent a replacement. I received the replacement phone in March sent back the broken phone. Should be the end of it, but it's not.
On my 02/21 03/20/05 bill I was charge $75.00. Reason for charge: Beyond Economic Repair and they charged me $7.50 for shipping. So I called Cingular Customer Service (1-866-241-6567) and spoke with Carl. I explained my problem.
My position: A replacement phone that I had in my possession for two months die's. There is no local service center that can complete an evaluation. I have no idea why the phone died.
Cark agreed that it wasn't right. That I needed to call and dispute the charges with the Warranty Department, he stated it's a gimmick.
On to the Warranty Department. Where I spoke with Ron. After explaining the issues again. I asked what exactly is Beyond Economic Repair mean. He stated that they determined that I did something to the phone. I said I didn't, it just stopped working. No he said the technicians said you did it, so that's it. I said, No! I only had the phone for two months, there was no physical damage to the phone. I told Ron that I had taken the phone to the Cingular store I they could see anything wrong with it before I returned it. But because of Cingular policies they were unable to give me any documentation in writing. Ron agreed that it didn't seem right but was unable to assist. So he asked me to hold and spoke with his supervisor Mr. Ryan Jones. Ron relayed Mr. Jones statement No one in the office (Warranty) can help you. Once the technicians make there determination, you have no recourse.in addition, the Warranty Department is unable to remove any charges by the Independent Technicians (will get to this in a moment).
You need to call Customer Service. Ok
Lesson1: From what I learned Cingular uses a 3rd party company to evaluation all warranty returns. But, NO one in the Warranty Department could tell me who (company name, address, etc). But, I did learn that this Company only gets paid if they find the Cingular Customer at fault and not the phone. (Sound a bit like a reverse HMO). I asked for a copy of the warranty report evaluation, NO, can't have it. Asked for the qualification of the technicians, No, can't give you that either. Asked if the technicians were trained and authorized my the manufacturer, No, can't give you that.
Lesson 2: Replacement phones thur Insurance are Reconditioned. Replacement phones thru Warranty: Could be Reconditioned (they call it Like New) or New. They won't tell you. So.
I Call Customer Service, this time I spoke with Joan. After explaining the issues again. Joan stated Customer Service is not authorized to remove Warranty charges from my bill. You need to call Warranty Department. I explain to Joan I had spoke with warranty already and they sent me back to Customer Service. Joan, No you need to speak with Warranty. So I was transferred. Ok.
Call back to the Warranty Department Spoke with Josh. After explaining the issues again. Josh agreed, but was unable to help me. I asked to speak with a supervisor. (hopefully it not Ryan). So I was transferred to Sherisse ID# 2222 (spelling? Wouldn't give last name). Sherisse was understanding but the best she could do, was a $25. Oo credit. So at this point I'm out $57.50. Expensive lesson - Yes.
Conclusion: Cingular Wireless use their Insurance/Warrenty policies to RIP-Off, and scam the consumer. They do not offer there customers any avenue to dispute charges, they offer no reports or written documentation on their technicians findings. So, if this 3rd party company only gets paid when they find the customer at fault. My guess - it is a high percentage of at customer fault findings. But, there is no way to find out.
So what is a consumer to do, individually nothing. The Wireless company's will continue to great unscrupulous practices. Until consumers as a whole fight back. Be on notice. Be prepared to pay.
Victoria
Yorba Linda, California
U.S.A.
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