The cost to T-Mobile of not giving a $11.65 credit

I had this exact problem, check out t-mobile warrenty scam on this
site. 2 days after sending a letter thru planetfeedback they credited
my account for the shipping charges plus money for faxes I had to send
long distance. The issue is that in order to get any thing done with
them you have to go from customer service to customer relations and
finally to executive customer relations. I hope you get this fixed, I
know I am glad they fixed it for me.

I'm with T-Mobile currently and find them to be one of the best, if
not the best provider. They are the best price for the given number
of minutes. They have great coverage. I very rarely find dead
spots.

This is a perfect example of someone who complains while realistically
knowing they are not going to succumb to their threats.

It's really rather simple, at the time the contract expires you may
look at other providers. If you still find the price of T-Mobile is
the most aggressive and coverage is good, well...cut off nose to spite
your face comes to mind.

Whereas T-Mobile replaced the phone for such a small shipping fee, you
should be sending them a letter of thanks.

I'm going to side with you on this one. I'm a T-Mobile customer and i
really miss Altel. Losing a customer over something like this is
silly. It's possible you didn't go high enough. The supervisor has a
boss. I understand that's what you are trying to achieve posting here
and i truly hope they come to their senses. Charging you for
something that was outside your control is bad business, i agree.

Subject is The cost to T-Mobile of not giving a $11.65 credit.
The answer:599.88 give or take 12.00 lol
To me it is just bad business. Lets not forget the people that
complain for the company. Companies will deduct dollar for dollar of
that shipping cost. Sure the bottom line will be abit smaller but now
it will be over 500.00 lower come his contract end. What a joke! give
back the 12.00. And for the person that posted you got an answer deal
with it. To bad the Gambles didnt take the first answer when the city
of Norwood tried to take their House!

Its 12 dollars! Honestly just deal with it. Do you make that little
an hour to waste all this time trying to get your 12 dollars back?
They responded, just because they didn't give you your way doesn't
mean it was unresponsive.

and this is why i love srpint

What do you mean by unresponsive customer service? Sounds like they
responded to me, you just didn't like the answer.

Thats true its a new policy. When my sidekick 2 keyboard popped up in
August 2005 they sent a new one without charging me for the shipping.
When my brothers sidekick 2 hardware malfunctioned in June 2006 they
sent him a used one and he had to pay $15 dollars shipping.

This must be a new policy. I have been a T-Mobile customer for about 6
years (not real happy with their service but it is the best I can get
where I live). I have had phones under warranty go bad and I have
called them, they have shipped out a replacement phone and asked me to
send the old phone back in that box with the prepaid shipping label
that is included. I have never had to pay for shipping to or from
them. Sorry this happened to you. Try cooling off for a day or two and
call back and try to get a different supervisor, maybe they can help
you.

And what does your contract say about paying the shipping costs?

While I generally disagree with most of the commenters, I don't think
T-Mobil going to budge with your credit - Jo L, you have officially
"fallen through the cracks" Have fun.

Let me guess, you bought the phone through T-Mobil? So, IMHO, they
should bear the cost to replace the defective phone. I had to return
one to AT&T wireless once (when they were around) and they overnighted
it to me for no charge. To me, your request is not unreasonable.
What is $11.65 to T-Mobil to keep a customer happy??? What a greedy
and stupid company!

And to all you nay-sayers (probably not spelled right) who say that
companies have to be stingy because too many people took advantage of
them - name me one company who went out of business because they were
too generous! Companies go out of business or bankrupt because no one
shops there anymore or because of a bad reputation (see K-Mart). If I
am wrong, I will admitt it, so prove me wrong if you can!

$11.65 - can y'all believe that Jo L is willing to lose his cell phone
service (and presumably switch providers with all the attendant
start-up charges) for $11.65? That's called cutting off your nose to
spite your face.

I want to make sure I understand this. You sent them a
non-functioning phone, and they sent you a new one. Do I have this
right?

There is cost to T-Mobile for processing your return, putting the new
one in the proper shipping container, and paying the shipper to get
the phone to you. There was probably insurance on it, too. I think
you got off cheap here.

Another option would have been for you to purchase a brand new phone
yourself. You'd have to pay an activation fee, too, so you'd be out a
lot more than $11.

I do think there is a difference between a replacement phone and
replacing a defective one.

T-Mobile doesn't make the phones. Therefore, they are under no
obligation to warranty or guarantee them in any way. The fact that
they do reflects a desire to help their customers out when they
encounter a problem with a phone. Whichever company made your phone
is the responsible party for its defect, and T-Mobile honors their
warranty as a courtesy to their customers. It costs them money to
ship you a new phone, so they pass a portion of that cost on to you so
that they can continue to provide that service. Otherwise, they
could just direct you to Motorola, Nokia, Samsung, etc, and have you
take up your problem with them. I promise you those companies not
only charge shipping, they require a credit card number up front in
payment before they will do so. At least T-Mobile defers payment to
your bill.

What do you base your analysis of T-Mobile on? You say they "continue
to be one of the worst providers," but you seem to be in the minority
with that opinion, since they have won several JD Power awards for
Customer Service and Coverage. If you had any solid facts other than,
"they told me no and I am mad," maybe that argument would hold water.
When your next carrier tell you no, will they then be "one of the
worst providers" in your next letter? Something tells me the answer
is yes.

Also, "No," doesn't equal "unresponsive cutomer(sic) service." This
is the fee for the service you are requesting, and your options were
to pay it and receive the service, or refuse and not receive the
service. Having explained your options to you several times, I don't
know what else you expected of Brian and Jessica.

Unresponsive? They told you no, it's your problem you don't like their
answer.