11-19-2007, 09:03 AM
Thumbs Must Hurt
Join Date: May 2007
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I checked the USB port with a magnifying glass....the last pin is gone, not bent...gone.
So here's yet ANOTHER story of how inept customer support is.
I call TMO to tell them my problem. Have to go thru normal troubleshooting with them...which I'd already done. Swapped batteries (have a spare), tried different chargers, different cables, etc. I already knew the pin was missing when I called them because I had checked that. But the CSR drone had to go thru their support questions. They even wanted me to go to the local Tmo retail shop to try my battery in one of their Curves, so I did. The Tmo shop had several curves, both unopened and customer returns....but they aren't allowed to help me with my problem other than to do the drones' inept troubleshooting routines.
Finally, they agree to replace the device. It's less than 2 months old. I'm like great...go for it. So they keep me on hold for 30 minutes...mind you, I've already been on the phone with them for over an hour and traveled another 30 mins round trip to/from the local store. So 1.5 hours of being on the phone with them to agree with me that yes, my device is broken and they should send a replacement. Gee, thank you Miss Obvious.
BUT WAIT. The lady comes back after talking with her supervisor and said that yup, they would replace it with another....and someone should be calling me within 48 hours to get my shipping address from me. Double-U Tee Eff? Why can't you take my address now and just have it shipped out in the AM? Oh we can't do that from here....we just AUTHORIZE a replacement for you. Some other drone will get our authorization and contact you within 2 days to arrange for 2-day shipping. So it'll be at least 4 days while we sit around asking other customers useless questions until you get a replacement. Oh and it's a holiday week so better make that FIVE days as I'm sure we won't call you back until it's too late to ship on the second day, pushing it to the third.
I blew my stack, asked to speak to a supervisor. Got the same answer. Asked to speak to HIS supervisor and got a name and a phone number to call or he'd call me back within....you guessed it.....48 hours.
What a crock of fecal matter.
OK, I'm ranting. I'm just so fed up with paying full price for a piece of consumer hardware at a retail shop and then being forced to go thru this type of stuff for a replacement. If I paid $500 for a piece of electronic equipment for anything OTHER than a cell phone I wouldn't have to endure this kind of junk. I'd just walk into Best Buy or wherever with my receipt and get another one. I called my local Tmo store where I bought the thing and they have these in stock but they aren't allowed to do "exchanges" they said...that has to be handled thru customer support.
I'd blame Tmo but trust me....every single phone company on the planet is just about as inept as these guys.
Last edited by Runamuck : 11-19-2007 at 09:06 AM.