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Old 03-01-2009, 02:49 PM   #1 (permalink)
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I ordered my 8900 on Feb 12, the rep said I would receive it on Feb. 18th. Over the course of the next few days, the phone was backordered and what not, and in the end I got my phone on Feb.19th.

Every since I got the phone everything has worked and everything was fine. The only thing that really bothered me was the keyboard backlight. My keyboard does move a little which is fine and doesn't bother me, but some of the keys are dimmer than the others. At first it didn't seem such a big deal, but it seems the keys are getting dimmer.

I called Tmobile's blackberry support, and the rep was clueless. He suggested I wipe the handheld, which I did, and the problem still existed. I THOUGHT I was still within the 14 day return policy as I got my phone on the 19th, but the rep said since I ordered my phone on the 12th, the 14 day return policy started then so bascially I was out of my 14 day window. That doesn't make sense as for the first 7 days I didn't even have the phone in my possesion!

He s/w is supervisor and they were going to send me a refurb phone which I declined, because that phone more than likely will have even more problems! Tmobile has really dissapointed me.

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Old 03-01-2009, 03:05 PM   #2 (permalink)
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It should be 14 days from the date it shipped from T-Mobile. Check the UPS tracking, if you have the tracking number (you can also use your 10 digit mobile number from the UPS website).
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Old 03-01-2009, 03:07 PM   #3 (permalink)
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How did you wipe the device? Using the Security options wipe does nothing but remove personal data, messages, contacts, etc., and nothing for the operating system.

And, I agree with ndub, call back to a supervisor and explain this.
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Old 03-01-2009, 04:40 PM   #4 (permalink)
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its 14 days from when you received the phone. they have record of when the phone was delivered.
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Old 03-02-2009, 06:39 PM   #5 (permalink)
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Old 03-02-2009, 07:18 PM   #6 (permalink)
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According to the T-Mobile CSR, it actually is 14 days from the date the phone was SENT to you.

I inquired about purchasing lost/damage coverage for my new 8900 and the CSR checked on the date the phone was sent OUT to me, NOT the date I received it to calculate the 14 day timespan I had to return or get insurance for my phone.

I would suggest you act very quickly on this issue!
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Old 03-03-2009, 06:13 PM   #7 (permalink)
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I called today and finally got some resolution! The first rep wanted to do it as a warranty exchange and have me send the phone back first and then they would ship out a new phone. I told her I wanted a phone shipped to me first so I can have something to use and talk on while I waited (just in case it is put on backorder again). She transferred me to another rep since she didn't have the authorization to do that.

I s/w a new rep, he went ahead and ordered a new phone for me at the same price I got the original phone. He said it's going to be treated as a new order, so I will need to extend my contract again, so bascially another month has been added to my 1yr agreement.

Once I get the new phone, the old phone has to be postmarked within 72hours of receiving the new phone, so I don't get charged for the old phone.

He said it will be shipped express, and be at my house within 1-3 business days (we will see, last time they said that it was backordered!).
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Old 03-03-2009, 06:36 PM   #8 (permalink)
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That sounds fair. What you wanted was a good phone, not a different model. So you have a year warranty anyway. The 14 day thing is for people who aren't sure they like the phone at all and want out of the deal entirely (contract and all). It's pretty limited if it takes 3-4 days to ship and you only get about 10 days to decide.
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Old 03-03-2009, 07:27 PM   #9 (permalink)
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yes. i have had issues with t-mobiles 14 day thing as well.. but it is 14 days from when they send it. so if it gets delayed in midship or gets lost, you are out those days...
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Old 03-03-2009, 08:34 PM   #10 (permalink)
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My keyboard has the same back lighting issue. I never noticed until now. Anybody else have this issue?
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Old 03-03-2009, 10:54 PM   #11 (permalink)
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Quote:
Originally Posted by ronboraks View Post
My keyboard has the same back lighting issue. I never noticed until now. Anybody else have this issue?
The determing factor in me deciding to replace the phone was seeing a another 8900 with a MUCH brighter keyboard. At first I thought the dim backlight was normal, but it's not.
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Old 03-12-2009, 03:20 PM   #12 (permalink)
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Quote:
Originally Posted by JSanders View Post
How did you wipe the device? Using the Security options wipe does nothing but remove personal data, messages, contacts, etc., and nothing for the operating system.

And, I agree with ndub, call back to a supervisor and explain this.
how would u clear out the operating system? and reload again?
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Old 03-12-2009, 03:30 PM   #13 (permalink)
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I was told by a "customer loyalty" rep (retention) and a Tmobile store manager that it is 14 days from the day you receive the phone.
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