whoa_breathe (whoa_breathe) wrote in bad_service,

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I just want my defective phone replaced!

To Whom It May Concern,
I have been a T-Mobile customer for two years and have previously been very satisfied with both my plan and T-Mobile customer service. However, recently I could not have been more displeased.
In May of 2006 I purchased a Motorola Razar phone along with a two-year service plan from the Costco in Federal Way, Washington. After a month and a half of owning the phone, I changed the wallpaper and noticed an unsightly mark inside the screen on the inner screen and a smaller but similar mark on the top screen of the phone.  I noticed that the marks were not on the outside of the screens, but appeared to be between layers of the screens. I took the phone back to Costco and was told that it was a manufacturer’s defect. Costco advised me to take the phone to a T-mobile dealer, as I had not noticed the flaw within the 14 days required to get an exchange at Costco. The T-Mobile representative at Costco also advised me that T-Mobile dealers would be reluctant to replace my phone, but that they were supposed to do so, and that if they gave me trouble I should call Customer Care and have them make a note on my account that I was to be allowed to have my phone replaced at a dealer.
 I took the phone to the T-Mobile dealer in the South Hill Mall in Puyallup, Washington. The South Hill Mall dealer confirmed that it was a manufacture’s defect but refused to replace the phone saying that they were an “indirect” dealer and therefore were not allowed to replace the phone.
As advised by the T-Mobile representative at Costco, I then called the T-mobile Customer Care number. They confirmed that the flaw was a manufacturer’s defect and that there was no water damage to the phone. I was also told that my flaw was a common Razar defect.  Customer Care advised me that I should get the phone replaced at a T-Mobile dealer. They also told me that they would indeed make a note on my account, as I was advised to have done.
 I returned to the South Hill Mall Dealer, but they still refused to replace the phone, still citing the reason that they were an “indirect” dealer. They adamantly told me that they had no means to look up my customer account and that it made no difference what Customer Care had told me, they still could not replace my phone.
 I then called the “corporate” dealer, also on South Hill in Puyallup Washington, and they too insisted that they would not replace the phone. Both dealers insisted that the Customer Care representative was wrong.
I called T-Mobile Customer Care again, and they told me that both stores should replace my phone. I informed them that neither store would. Customer Care again told me that T-Mobile dealers should be able and willing to replace my phone. However at this point it was clear to me, that regardless of what Customer Care authorized or said, T-Mobile dealers were not willing to replace my phone.
I was then transferred to Razar Tech. Support and it was again confirmed that the flaw was a manufacturer’s defect and that there was no water damage to the phone. They offered to send a replacement phone in the mail. Clearly, this was the only option left to me, as no T-Mobile dealers in my area would replace the phone, despite both Costco T-Mobile representatives and Customer Care representatives telling me that they should.  The replacement-by-mail option would not be a problem except that T-Mobile insists on charging me ten dollars for shipping.
I do not believe that I should be responsible for shipping, because I was given a defective phone. It was confirmed multiple times that I was not at fault for the defect and that it was covered under my warranty. I politely expressed this opinion and was told that replacing my phone by mail was a courtesy extended by T-Mobile because Motorola would normally require me to send my phone in for repairs, leaving me without a phone.
While I understand this, I still maintain that I was given a defective phone and T-Mobile’s relationship with Motorola is not my responsibility—I signed up with T-Mobile, not with Motorola. If Motorola is at fault for the defect, T-mobile should change Motorola the shipping fee.  Ultimately the fact remains that I was given a faulty phone and should not be held responsible in any way for the replacement of the product. I was also told, again, that if I did not wish to pay shipping I could have the phone replaced at a T-Mobile dealer. As you must be well, well aware of by this point, this is impossible as T-Mobile dealers in my area steadfastly refuse to replace the phone and uniformly insist that the only was to get a replacement phone is through the replacement by mail option.
As a whole I am extremely unsatisfied with the resolution of the matter at this point. Although Customer Care representatives were very polite, they uniformly gave me information that was in direct conflict with the dealers’ self-described capabilities. In short, I was given a defective phone, went through much trouble trying to replace it and then charged though the defect was of no fault of my own.
This comes as a large disappointment to me, as I have always touted T-Mobile’s customer service as excellent. I expect more from T-Mobile, and furthermore, expect that if T-Mobile desires the continued business of my self and my family, that they will gladly refund the ten dollar shipping fee which I have had no other option but to accept.
I will also be forwarding this letter to the Federal Way, Washington Costco where I purchased the phone, so that they may be aware of the troubles that customers may face when a phone purchased from a T-Mobile dealer in their store proves to be defective.

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