stolen cell phone, tmobile bites

[OceanCityGirl]

Ok, I left my top down on vert and ran in store. Alarm was set though. Forgot my cell phone in drink holder. Got stolen along with a cheap pair of sunglasses. So I call tmobile. They can't tell me what calls were made, only that they were. Plus I have a year left on the contract, but i've been with them for four years. I'm four weeks away from being eligible for a discounted replacement, or free for some phones. They claim they can do nothing about it. I tell them It's poor customer service and I'd rather eat the cancellation fee and go with another company who will give me a free phone. But i'd really rather just stay with them. Any advice on how to negotiate this situation?

[RinglingRingling]

Ok, I left my top down on vert and ran in store. Alarm was set though. Forgot my cell phone in drink holder. Got stolen along with a cheap pair of sunglasses. So I call tmobile. They can't tell me what calls were made, only that they were. Plus I have a year left on the contract, but i've been with them for four years. I'm four weeks away from being eligible for a discounted replacement, or free for some phones. They claim they can do nothing about it. I tell them It's poor customer service and I'd rather eat the cancellation fee and go with another company who will give me a free phone. But i'd really rather just stay with them. Any advice on how to negotiate this situation?

talk with someone other than the first line-dog to answer the phone?

[OceanCityGirl]

did that

[freaky4tiki]

did that

tell everyone you know that Tmobile s u c k s. they hate that kind of advertising.

[ragtopW]

did that

incomming..

[aeroparrot]

If you bring in a police report stating that it was stolen (take it to a store) they may be able to do something for you. One thing you may want to take into account, the phone rep may not know that your phone was stolen (yes you said it was but how does that person know you're trying to get a new phone and still have the one that was stolen), that's why I would rather go to the store.

[jimsig]

When my brother was in the market for a new cell phone and provider a few years back he shopped around and decided to go with T-Mobil. He was all set to sign the contract when he noticed a "Security Fee" somewhere between $150 and 200. He asked what it was and was told that he had to pay it because his credit was not that good. To which he answered a very loud Bu!!$hit. He credit was perfect and he knew it. He told them it was and they said there was nothing they could do and he would have to pay it. He ripped up the unsigned contract and walked away. He then stopped in at Nextel and went with them, when he was about to sign and asked them about a "Security Fee" and they said, "let me guess you were just at T-Mobil." The Nextel rep said that they got a lot of would be T-Mobile customers as they figure it was a scam that at least this location was pulling.

I can't believe that with only 4 weeks to go they would not let you get a new phone. That is poor customer service.

[aeroparrot]

When my brother was in the market for a new cell phone and provider a few years back he shopped around and decided to go with T-Mobil. He was all set to sign the contract when he noticed a "Security Fee" somewhere between $150 and 200. He asked what it was and was told that he had to pay it because his credit was not that good. To which he answered a very loud Bu!!$hit. He credit was perfect and he knew it. He told them it was and they said there was nothing they could do and he would have to pay it. He ripped up the unsigned contract and walked away. He then stopped in at Nextel and went with them, when he was about to sign and asked them about a "Security Fee" and they said, "let me guess you were just at T-Mobil." The Nextel rep said that they got a lot of would be T-Mobile customers as they figure it was a scam that at least this location was pulling.

I can't believe that with only 4 weeks to go they would not let you get a new phone. That is poor customer service.

Yea, sounds like the security fee was a commission fee.

[carey24]

I've had TMobile for years. I had the Sidekick and unfortunately switched to the MDA which is a piece of $#^$%^. I called to see what they could do about switching phones. I asked about the new sidekick and was told $299 + $200 cancellation fee (even tho I'm not cancelling my contract). This didn't seem right, so I called back and was told $149. I hung up, thought about it and wanted to do it, so I called again and was told $199. Then I went into a store and was told $399. LOL. I'm gonna call back and ask for the $149 girl (I got her name )

[SharkOnLand]

I'd keep calling. Some customer service reps will go that extra mile. I was a couple months out from a free phone with Verizon one time, first couple people I talked to said no, but I got one who bent the rules for me, and let me get the phone a little early.

Or maybe even try a tmobile store, a lot of times people have a harder time saying 'no' in person.

[pojo]

I go thru Cingular and have asked for Insurance to be put on my bill... Its about $5/month. In your situation, they would replace your phone and give you your number back....

Its happened to a couple of people on my crews... they dropped their phone into the Gulf of Mexico and their carriers replaced their phones with no questions asked....

I'd would question everything at T-mobile!

[Skibo]

I hate to say it but you would probably get the same runaround from any of the other carriers. I have had the same problem with Cingular once fortunately I found the phone. It took a week to get service straight. I have had to deal with Sprint CS once. It wasn't pretty. Work pays for that service, they now deal with the service problems - we worked out a compromise - they take care of the service problems and the phone doesn't 'accidently' get damaged beyond repair.

[carey24]

I go thru Cingular and have asked for Insurance to be put on my bill... Its about $5/month. In your situation, they would replace your phone and give you your number back....

Its happened to a couple of people on my crews... they dropped their phone into the Gulf of Mexico and their carriers replaced their phones with no questions asked....

I'd would question everything at T-mobile!

I had insurance once. It had a $150 deductible and the phone only cost $175 to replace. I lost $ paying the monthly fees.

[jimsig]

I go thru Cingular and have asked for Insurance to be put on my bill... Its about $5/month. In your situation, they would replace your phone and give you your number back....

Its happened to a couple of people on my crews... they dropped their phone into the Gulf of Mexico and their carriers replaced their phones with no questions asked....

I'd would question everything at T-mobile!

I had insurance once. It had a $150 deductible and the phone only cost $175 to replace. I lost $ paying the monthly fees.

When you get right down too it cell phone insurance is a rip off. $5 a month for a 2 year service plan means you pay $120 for a phone that can be replaced for around $200 if you need to finish out your contract. Not to mention if there is a deductable. You are paying well over 50% for the insurance! Not only that if something did happen to your phone you can always pay the $175 fee to get out of your contract early. The only reason cell phone companies offer insurance is so they can make more money. My feeling is 99% of people pay for this service they never use.

[SharkOnLand]

I go thru Cingular and have asked for Insurance to be put on my bill... Its about $5/month. In your situation, they would replace your phone and give you your number back....

Its happened to a couple of people on my crews... they dropped their phone into the Gulf of Mexico and their carriers replaced their phones with no questions asked....

I'd would question everything at T-mobile!

I had insurance once. It had a $150 deductible and the phone only cost $175 to replace. I lost $ paying the monthly fees.

When you get right down too it cell phone insurance is a rip off. $5 a month for a 2 year service plan means you pay $120 for a phone that can be replaced for around $200 if you need to finish out your contract. Not to mention if there is a deductable. You are paying well over 50% for the insurance! Not only that if something did happen to your phone you can always pay the $175 fee to get out of your contract early. The only reason cell phone companies offer insurance is so they can make more money. My feeling is 99% of people pay for this service they never use.

My father-in-law is a farmer. He's dropped his cell phone in a ditch more times than I can count. If you have to replace a phone more than once, that 5 bucks a month looks like a steal.

Of course, you likely won't get a new phone, but a refurbished one... but for some people who have a tendency to lose or drop/break phones... the insurance makes a lot of sense.

[OceanCityGirl]

I made sure college kids have insurance, but I'm pretty careful. I usually keep a cell phone for a long time and the insurance isn't worth it. Last time I had a phone under warranty. It broke with one month left of warranty. The phone was no longer made and they wouldn't give me something equal to it.
I guess if the phone had a higher value I could file a theft claim with my car insurance.
I called some of the numbers the thief called before I cancelled service. Scary stuff. Lots of rap music, some guy answers yo, who's dis. I start to answer and somebody yells in background is it ___? They say no. Well then hang up the f'in phone.

[Dezdmona]

I don't know how much trouble it is to get a replacement SIM card, but my Sister-In-Law bought one of the T-Mobile branded phones at Target and inserted her current SIM card in it rather than purchasing another phone at a MUCH higher price.

Works fine.

[citcat]

I don't know how much trouble it is to get a replacement SIM card, but my Sister-In-Law bought one of the T-Mobile branded phones at Target and inserted her current SIM card in it rather than purchasing another phone at a MUCH higher price.

Works fine.

wow. You learn something new every day !

[pojo]

I go thru Cingular and have asked for Insurance to be put on my bill... Its about $5/month. In your situation, they would replace your phone and give you your number back....

Its happened to a couple of people on my crews... they dropped their phone into the Gulf of Mexico and their carriers replaced their phones with no questions asked....

I'd would question everything at T-mobile!

I had insurance once. It had a $150 deductible and the phone only cost $175 to replace. I lost $ paying the monthly fees.

When you get right down too it cell phone insurance is a rip off. $5 a month for a 2 year service plan means you pay $120 for a phone that can be replaced for around $200 if you need to finish out your contract. Not to mention if there is a deductable. You are paying well over 50% for the insurance! Not only that if something did happen to your phone you can always pay the $175 fee to get out of your contract early. The only reason cell phone companies offer insurance is so they can make more money. My feeling is 99% of people pay for this service they never use.

My father-in-law is a farmer. He's dropped his cell phone in a ditch more times than I can count. If you have to replace a phone more than once, that 5 bucks a month looks like a steal.

Of course, you likely won't get a new phone, but a refurbished one... but for some people who have a tendency to lose or drop/break phones... the insurance makes a lot of sense.

I work with the Hurricane Hunters... my phone is dropped, kicked, and tossed around like a dog's chew toy plus living within 1 mile from the gulf... I'd rather have insurance than nothing at all.

[OceanCityGirl]

I work with the Hurricane Hunters... my phone is dropped, kicked, and tossed around like a dog's chew toy plus living within 1 mile from the gulf... I'd rather have insurance than nothing at all.

hehe this is why I get insurance for my college kids. One had a collision in a duffel bag with nyquil while on the road with track team.