t-mobile support chat 2/01/2010
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You have been connected to _Lovell P.
_Lovell P: Hi John , welcome to T-Mobile live Chat. I’m _Lovell and I will be happy to assist you. Please give me a moment to review your question.
John Boker: ok
_Lovell P: I understand you are calling about your call log disappearingand your phone being unresponsive. I regret you are having these issues and I will be happy to assit you with that. Please give me 2 minutes to pull up some information for you here. What type of phone do you have?
John Boker: thanks
_Lovell P: I am still researching that issue for you, can you please give em 2 more minutes.
John Boker: no problem
_Lovell P: Okay, you say you call log disappear completely, what type of phone do have?
John Boker: it is a motorola rokr e8
John Boker: and yes, it's completely gone
_Lovell P: Do a number so in the call log when you place a call or when someone call you?
John Boker: all numbers in the log clear, calls i've made and calls i've received
_Lovell P: I mean after it disappered, if you make or receive a call will it register?
John Boker: yes
John Boker: it'll stay on there for a little while
John Boker: i made a call last night, it was gone by noon today
_Lovell P: Okay, have you tried puilling battery out for 30 seconds to see if the phone will soft reset itself?
John Boker: i have
John Boker: is there a note on my account?
John Boker: this is the third time i've contacted support
John Boker: the last two said they would place notes on my account, the first one didnt, the last one said they'd be sure to note it
_Lovell P: Okay, please give me 2 minutes to read that note, do y9ou remember when that was?
_Lovell P: I mean you.
John Boker: yes, it was last night at around midnight EST
John Boker: the one before that was on saturday night, around the same time
_Lovell P: Thank you for that, please give me 2 minutes.
John Boker: i have the chats saved if you'd like to see
_Lovell P: Okay, so you already did all troubleshooting you can do and we need to do a handset exchange, did he tell you how that work or have you ever did a handset exchange before?
John Boker: no, havent ever exchanged it or been told how to have it done
_Lovell P: Okay, a handset exchange is were we send you a phone just like the one you have, and then you send your phone back to us in the prepaid label we send to you with the phone, okay.
John Boker: is there any way i can get a different phone?
John Boker: i've been very unhappy with this one
_Lovell P: You can buy a phone, but you do not qualify for a discount yet.
John Boker: so i will get a brand new rokr e8 when it's exchanged
John Boker: the one i currently have had 300 contacts in the address book the day i got it
John Boker: i dont think it was new
_Lovell P: New or refurbished, depends what we have available in the warehouse.
John Boker: is there any way i can get out of my contract without the ETF ?
John Boker: because of all the problems i've had
_Lovell P: No, but what I can do is request the warehouse to send you a new Motorola E8, will that work for you.
John Boker: maybe, how much is the ETF ?
_Lovell P: $200.
John Boker: alright, please put in the request for the new rokr e8
John Boker: not too sure about the refurb ones
_Lovell P: Okay, how long have you been having this problem with your phone?
John Boker: since i've had the phone
John Boker: i contacted support after the first month having it and they said there was nothing they could do
John Boker: because it was over 30 days
John Boker: since the phone was new to me i wanted to give it some time, thought i may have been doing somethign wrong
_Lovell P: I regret you havd to deal with this so long, but we will get it tooken care of now. The phone is sent by UPS, what address do you want them to send it to?
John Boker: ********************
John Boker: ********************
_Lovell P: Thank you for verifying that information for me, We have two way of send the phone to you. Regular ground delivery is $9.99 and takes 7 business days to get to you. We also have rush delivery for $19.99 and will take 3 business days to get to you which do you perfer?
John Boker: you're going to charge me to replace the phone?
_Lovell P: We are not charging for replacing the phone, the charge is for shipping the phone.
John Boker: the 9.99 option then
John Boker: actually, could you hold off on that, i want to go to the tmobile store here and talk to someone
_Lovell P: Thank you, would like to add insurance to your account?
John Boker: no, i wouldnt
_Lovell P: Your Motorola Motorola ROKR Device (Device),Motorola Motorola Battery (EXBK60) (Battery) will be delivered via UPS Ground at a cost of $9.99 plus tax to:
********************
********************
********************
Your equipment should arrive within 7 business days, excluding weekends and holidays. T-Mobile will send you free text messages informing you of your packages shipping status, okay.
********************
********************
Your equipment should arrive within 7 business days, excluding weekends and holidays. T-Mobile will send you free text messages informing you of your packages shipping status, okay.
John Boker: ok, thank you for your help
_Lovell P: Inside the box we have included a step by step guide that will walk you through setting up your replacement phone, and returning your defective phone back to T-Mobile. We will send you a new or like new replacement phone, which will carry the remaining warranty balance from your current phone or an additonal 90-day warranty, whichever is longer. T-Mobile only requires the defective device be returned, you will keep your original accessories suchs as SIM card, memory card, back cover etc. We have included a UPS pre-paid mailing label for you to return your defective phone at no additional cost. Simply place this mailing label over the existing label and drop it off at any UPS drop box or UPS Store location, okay.
John Boker: is that all you need from me?
_Lovell P: You will need to return your defective phone within 7 days of receiving your replacement phone. If you fail to return your phone to T-Mobile, your account will be charged the restocking fee of $280, okay.
_Lovell P: T-Mobile does not accept equipment that is considered out of warranty. Let's verify together your phone meets the requirments. Does your phone have:
a physical broken display screen, this includes the inside and/or outside displays?
any physical damage such as, cracked phone casing, or in multiple pieces?
have a red liquid damage indicator?
John Boker: nothing broken on it
John Boker: no liquid
_Lovell P: Great, if T-Mobile discovers any of the above damages when we inspect the phone, a non refundable fee of $100.00 will be applied to your account. T-Mobile does not return equipment deemed out of warranty. Do you have any questions about these terms before I submit the exchange?"
John Boker: yes, did you see when i asked if you'd hold off on it so i could talk to someone in the tmobile store?
_Lovell P: No, I did not. Would you like me to cancel the order?
John Boker: yes please
John Boker: could you please put a note on the account so if i return i can get it exchanged ?
_Lovell P: Okay, but you can get a exchange no matter what, even if you decide to upgrade your phone, okay.
John Boker: ok, thank you
John Boker: if there's nothing else you need from me i have to get back to work
_Lovell P: You are welcome, is there anything else I can assist you with today?
John Boker: no, that's all
John Boker: thank you
_Lovell P: Thank you for contacting T-Mobile Chat, and thanks for being part of our family.
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