itsme
10-04-2007, 03:08 AM
T-Mobile is not being very helpful. Policies? Their way. Their screw up? They make the rules.
What they advertised:
A Nokia 2610, $39.99 delivered, with 130 min ($25) of airtime with 20 calendar day trial period.
What they delivered:
Less valuable substitute. A Nokia 2610 $39.99 delivered with 10 min of airtime. Told I will have to wait about two weeks (7-10 BUSINESS DAYS) to have access to $25 refill card and denial of access to 130min of airtime during a significant portion of 20 calendar day trial period.
I ordered a Nokia 2610 ToGo on 9/30/07, and the Free $25 refill card with online order was still alive. After doing some search online, some customers report finding the $25 refill in outer box, some in the phone's box and some receiving later.
I called T-Mobile customer care. I'm told "we apologize, there was an error in system, it's nobody's fault, but it'll be shipped out and you'll receive in 7-10 BUSINESS days", which means about two calendar weeks. I asked if it counts towards my 20 calendar day trial period. YES. I asked when does the clock start ticking, activation or receipt? I was told activation. I read out the written contract to them "the enclosed form says from the date of receipt". I'm told to wait, and I was told "yeah, from when you signed for the package"
I demanded courtesy credit so I have some reasonable airtime to try the service during the first ten days. They refused.
I asked them to overnight the card. They refused through excuses. "we don't have it in stock right now here". I demanded they give me the pin over the phone, they gave an excuse "we don't have the ability to do that".
I called again.
Holly, ID #6094 from the Sales Administration team that they never ship the promotional card with the phone because "it is considered a liability at their warehouse" and I would get it in 5-8 business days. This is in contrary to what other people are saying on different forums. People are receiving their card with the phones.
Basically T-Mobile is saying that if I simply felt like returning 25 days later, or I forget about it and don't return until the 30th day, they will refuse the return per their policy, yet T-Mobile is allowed to make me wait for 7-10 business days and have that cut into my trial period (making up to 70% (14 out of 20 days) of my trial period unusable as I only have TEN minutes of airtime).
My error/forgetfulness, my expense.
T-Mobile's error, also my expense.
So basically, they erred, charged my credit $40, short changed me $25 card and said they'll make it arrive in 7-10 BUSINESS days, yet I'm still held accountable to 20 day from receipt return policy. I'm told I need to call them, and again be at their mercy if I don't receive it during that time frame.
Supposedly if I was to return it, it would take like THIRTY DAYS for credit. Take money fast and ship initial purchase fast.
Correct errors. Slow. Time to credit? even slower.
I'm thinking my option after the 8th business day (the sooner of the two quoted) is send it back, and file a chargeback. I can't see any other way of not being at mercy of their rule, their way, wait as long as they feel like making me wait.
Is this the way T-Mobile typically work for 2Go customers?
What they advertised:
A Nokia 2610, $39.99 delivered, with 130 min ($25) of airtime with 20 calendar day trial period.
What they delivered:
Less valuable substitute. A Nokia 2610 $39.99 delivered with 10 min of airtime. Told I will have to wait about two weeks (7-10 BUSINESS DAYS) to have access to $25 refill card and denial of access to 130min of airtime during a significant portion of 20 calendar day trial period.
I ordered a Nokia 2610 ToGo on 9/30/07, and the Free $25 refill card with online order was still alive. After doing some search online, some customers report finding the $25 refill in outer box, some in the phone's box and some receiving later.
I called T-Mobile customer care. I'm told "we apologize, there was an error in system, it's nobody's fault, but it'll be shipped out and you'll receive in 7-10 BUSINESS days", which means about two calendar weeks. I asked if it counts towards my 20 calendar day trial period. YES. I asked when does the clock start ticking, activation or receipt? I was told activation. I read out the written contract to them "the enclosed form says from the date of receipt". I'm told to wait, and I was told "yeah, from when you signed for the package"
I demanded courtesy credit so I have some reasonable airtime to try the service during the first ten days. They refused.
I asked them to overnight the card. They refused through excuses. "we don't have it in stock right now here". I demanded they give me the pin over the phone, they gave an excuse "we don't have the ability to do that".
I called again.
Holly, ID #6094 from the Sales Administration team that they never ship the promotional card with the phone because "it is considered a liability at their warehouse" and I would get it in 5-8 business days. This is in contrary to what other people are saying on different forums. People are receiving their card with the phones.
Basically T-Mobile is saying that if I simply felt like returning 25 days later, or I forget about it and don't return until the 30th day, they will refuse the return per their policy, yet T-Mobile is allowed to make me wait for 7-10 business days and have that cut into my trial period (making up to 70% (14 out of 20 days) of my trial period unusable as I only have TEN minutes of airtime).
My error/forgetfulness, my expense.
T-Mobile's error, also my expense.
So basically, they erred, charged my credit $40, short changed me $25 card and said they'll make it arrive in 7-10 BUSINESS days, yet I'm still held accountable to 20 day from receipt return policy. I'm told I need to call them, and again be at their mercy if I don't receive it during that time frame.
Supposedly if I was to return it, it would take like THIRTY DAYS for credit. Take money fast and ship initial purchase fast.
Correct errors. Slow. Time to credit? even slower.
I'm thinking my option after the 8th business day (the sooner of the two quoted) is send it back, and file a chargeback. I can't see any other way of not being at mercy of their rule, their way, wait as long as they feel like making me wait.
Is this the way T-Mobile typically work for 2Go customers?