7 Replies Latest reply: Feb 3, 2013 10:43 PM by dosmastr RSS

CHARGED money to have broken phone replaced?

Can someone please explain the logic of this to me:

 

I purchased my sensation not long ago and already it is having all sorts of mechanical issues.  (No, there is absolutely no physical or liquid damage to the phone...I'm obsessed with babying my phones).  I called to have them replace it and was told that they will not replace it without charging ME $20.  I understand that $20 is not a fortune, but it's the principal of the matter that pi**es me off!  I purchased a brand new phone from these people and they sold me a malfunctioning one.  So when I go to have them replace it, they are going to make me pay MORE money to have it replaced?  I am new to Tmo and every other carrier I've ever had has NOT charged for warranty replacement and I'm so angry about this.  This would be like purchasing something from the store that was not working properly, and when you brought it back to have it replaced...they demanded you pay them money to do so.  How does this make ANY logical sense???

  • 1. Re: CHARGED money to have broken phone replaced?
    darnell

    Within 14-30 days of purchase, you can return for a full refund of your money.  Outside of that, yes they charge for whatever reasons they feel when processing the replacement.

  • 2. Re: CHARGED money to have broken phone replaced?

    Yes, this $20 "because we can fee" is part of  T-Mobiles new nickel and diming policies.  Total BS.  On the other hand if you've been a customer for a while and paid your bill on time you may be able to talk them into a one time only waiving of the $20 fee.  I was able to accomplish this at the end of last summer, however even if the agent says they are waiving the fee, make sure they document it as sometimes they say they will waive it and you still end up being billed. 

  • 3. Re: CHARGED money to have broken phone replaced?
    nsblum

    You could also return directly to HTC.  The $20 is a processing fee to return a phone to them.

  • 4. Re: CHARGED money to have broken phone replaced?
    darnell

    And how much is the cost of shipping to HTC these days ?

  • 5. Re: CHARGED money to have broken phone replaced?
    tmo_keith_m

    We do charge a 20$ processing fee to cover the costs needed to return the phone to HTC so you can circumvent the fee by working with HTC directly (however I'm not aware what that shipping is darnell) the thing about that is you need a backup phone because you will be without yours for 2-6 weeks depending on the issue.  Another option is to add on our Premium Handset Protection it gives you an unlimited warranty, helps cover for lost, stolen or damaged device, allows you to track your phone if lost or stolen and if you do need to replace the device it's only 5 dollars and you get the replacement overnighted to you.

  • 6. Re: CHARGED money to have broken phone replaced?
    darnell

    tmo_keith_m wrote:

     

    We do charge a 20$ processing fee to cover the costs needed to return the phone to HTC so you can circumvent the fee by working with HTC directly (however I'm not aware what that shipping is darnell) the thing about that is you need a backup phone because you will be without yours for 2-6 weeks depending on the issue.  Another option is to add on our Premium Handset Protection it gives you an unlimited warranty, helps cover for lost, stolen or damaged device, allows you to track your phone if lost or stolen and if you do need to replace the device it's only 5 dollars and you get the replacement overnighted to you.

    It is true, when working with HTC directly that the wait is about 2-6 weeks and I know different people have given different reports in their own experiences.  So it really could be anywhere from 2-6 weeks.  And you have to cover shipping to them from what I recall others saying. 

     

    As you mentioned someone would need a backup device for that time.  So you're saying T-Mobile provides the replacement right away, correct?  All this for $20, it would be better to thank T-Mobile for this, versus them simply passing customers on to HTC.

     

    Now regarding the "Premium Handset Protection".  I find that to be a little more costly and complicated than mentioned, depending on the circumstance.  The montly fee varies based on the type of coverage someone opts to have and can go as high as $8/month ($7.99).  After 3-6 months depending on the coverage type, someone will have paid well over $20 for an in-warranty replacement, not to mention any other $5.  And for replacements not covered by warranty, there's a deductible that is somewhere well over $100.

  • 7. Re: CHARGED money to have broken phone replaced?
    dosmastr

    or t mobile could make htc and others eat the cost for suppling them with a defective phone. Doesn't retail do that?

     

    HTC sold Tmo something broken, Tmo sold it to me, I return it to tmo and pay tmo so tmo can pay htc... for something that never worked in the first place?

     

    As OP requested: Please explain the logic.

    as OP also pointed out, other carriers don't charge for this.

    Just take it to the store... tmo didn't let me do that, I tried.

     

     

    shipping costs?

    uh yeah tmo hit me with that too (20 service + 21.xx shipping) (check the tape, I didn't ask for it)

    so all I got was a quicker replacement of defective with defective.

     

     

    I was so excited to join up with you magenta, our new marriage isn't what it couldve been... as much as I currently complain, up to this point I complimented and talked up. I told EVERYONE how much I'd saved and how little covereage I'd lost by switching... now... well... I guess the honeymoon is over... as of right now I'm not happily married... but I know I could be again.... if the little motorcycle girl would stop taking extra 20's from my wallet and just give me a phone that works. (I have my fingers crossed that the 4th time will be the charm...then it will just be the issue of being billed for the hassle of getting 3 defective phones.)