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I ordered a replacement AT&T Nexus One on Monday 6/7 at 8:00 am.
I received no confirmation email, just one stating that my card had to be authorized, etc. The funds ($529) almost immediately went on hold from my account. I called immediately following the order, stating that I hadn't received a confirmation for the new device/shipping label for the defective device. She said "We're about to switch over our system, so I'll push it through manually. You should receive your Device and shipping label within 24 Hours". Great, I said.
This morning, I woke up and still nothing. No shipping label. I called again. Spoke to a different HTC rep. I told her I hadn't received the confirmation etc. She said the funds were awaiting authorization. I explained that they had been authorized, just not updated on there end. She checked and saw that, talked to a supervisor, and "pushed the order through". I should be "receiving the shipping label within 2-3 hours and the device within 24". Great, I said.
3 hours later, no shipping label. I called again. This time, I talked to a seemingly more savvy rep. He told me the same, the funds were awaiting authorization. I explained that this was the third time I was calling about this. He placed me on hold for a few minutes, came back on the line and said, once again, "I've pushed it through". I told him that the last two reps said the same, to no avail. He kindly placed me on hold again. When he came back, he said "I've given the order priority and escalated the situation. You should receive your device within the next 24 hours".
I REALLY wanted to believe him. I couldn't.
3 hours later, I called back and spoke with another rep. This gentleman was clearly a smart guy who had it together. I told him the situation. He reviewed the action taken by the last three reps and said "I just dealt with this same type of situation on my previous call". The real story came out.
Apparently, HTC/Google screwed the pooch.
They've "switched over to a new system", meaning everyone who purchased seemingly within the last week has been left in "Order Limbo". That's right folks, HTC has my money and my phone. Not only did they neglect to warn customers that they were making this switch, they also didn't notify their CSRs (customer service reps). This man actually called the texas corporate office to get to the bottom of the situation. He was extremely kind and helpful. He had told me about the previous customer who had ordered and not received. He was headed to Kuwait with the army. I told him my situation wasn't quite as dire, as I was just using an old, broken G1/Dream in the meantime. He snidely remarked "that sounds worse than Kuwait to me". I chuckled, but wanted to move on to the bad news.
He said it is totally out of his hands, he'll make the notes on my account. He explained that several orders were placed in this 'Limbo" period. They are apparently stuck in the "awaiting authorization" phase of the process. The must be MANUALLY PROCESSED by the Texas corporate office. He said they're begrudgingly giving him "24 hours or bust" till shipment. That means that not only will my $529 Nexus One not be delivered next day, it won't be delivered the next day, or the next day, or maybe even the next.
HTC, Google, I love you. Please don't screw this up any more. Please provide some sort of fix for the faithful customers. Your product rocks. Your service reps are extremely kind and attentive. Your system is, apparently, a mess right now.
I should not suffer because you have made the mistake of switching over your "system" and fudging dozens of orders.
My final rep said, jokingly, "No good thing comes without pain". I said, "I thought the $529 was the pain".
Please, HTC/Google, fix this, get me my phone, and then do something else on top of it to make me happy. This is to the point of frustration.
Figured this might clear things up for anyone experiencing the same. We can cry together.
Uh dude...they said to give them 24 hours. You gave them three after each call. At least you didn't get a defective phone after a long wait like I did. I'm down 1124 for the nexus one until htc processes the return of my defective one.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
Anyways, just wanted to give you some perspective on your situation. Good luck. Hope you enjoy the phone whenever you get it.
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You should call your bank to let them know that you're buying the phone and how much the total charge will be so they don't hold it up. Also, don't freak out so much. This happened to a lot of us, myself included, when the phone was released.
needmoregigs said:
Uh dude...they said to give them 24 hours. You gave them three after each call.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
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They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
chordmasta said:
They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
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If you're having a replacement sent out, why did you have to order a new one?
I chose the "We'll hold $529 from your account, send a new unit, you send the old, we diagnose and charge whatever, subtract that from the $529, and release the rest" method because I was told I'd get it a phone the quickest this way (within 24 hours). It's now been 52 hours and I just received the shipping label for my unit that needs repair. I was supposed to receive that within 24 hours as well.
Do you understand why this is all very frustrating? Communication has been 100% initiated by me, I have not been kept up to date, and only one rep has been transparent with me. Meanwhile, I'm Nexus-less.
OK. SO, This was my first dealing with handtec or any of the overseas online companies.
It was on the 5th of November that I bought a Galaxy Note from them. Before I actually made the purchase, I used the "live support" to ask them regarding the availability of the product and quality support they can offer me after the purchase. The chat was very professional and I even got a discount with the phone. I ended up getting the sim free version for the price of the network logo version.
Few weeks after I received my phone, I finally have the time to have a good look of my phone, I found 3 dead pixels on the screen. Man! was I devastated! (for those of you remember my thread about it). I used the live support again and they suggested me to return it back to them asap and ensured me that everything will be taken care of and not to worry. I remember the operator said to me "Don't worry, handtec will take care of you"
After about 4 days of sending back the phone (which is today ).....my tracking status showed the item was delivered. So I immediately use the live support again to ask them about whether or not they have got the phone. They said they have, so I asked them when they will be sending the replacement back to me. They said they will try to send the replacement today.
I told them that I hope the replacement phone that I will be getting will be without dead pixels. I don't want to have to pay the expensive return postage again. They said they can help me to gain a peace of mind by letting them open my box to check to make sure. So I agreed (it took me a while to make that decision as I have always like the feeling of opening a brand new package )
I then logged off the live support, but as soon I logged off...I was like...oh crap!
I forgot to tell them to wear a glove and also make sure that none of the protectors were taken off while they check my screen. So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today, and I will be getting it early next week.....
WOW....they must be SUPERMEN or something close....so professional and efficient.....
At this point....I would never hesitate to buy from them again in the future because they are very professional, responsible and efficient...
I will let you guys know when I actually receive the replacement back from them......and hopefully by then, I can also say...yay...my screen is PERFECT too
Anyways...thanks for hearing me out....hope I get my lovely GNote back soon!!
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
Bought both SGS II and the Note from handtec. I'm probably going to continue the trend with Galaxy S III. Despite what some people say about handtec not selling "UK" version of the note, it's not like it matters much here in the US
Both times, my phones arrived in less than 24 hours from UK!!!
Glad to hear there are good experiences with them, I will have to try them out on my next phone Galaxy S3? xD
plasket said:
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
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How did you reach them on the phone? I tried to call them many times, but all end up being referred to go to the website.
How can the package get there overnight? wow
what version of the note are they selling?? and where is it made (although i'm not quite sure what problems are inherent with which manufacturing site)
DMax99 said:
.....So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today....
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I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
DMax99 said:
WOW....they must be SUPERMEN or something close....so professional and efficient.....
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You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
koniakki said:
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
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LOL....It is TRUE....when I was on the chat the first time I have already given him the permission to check the phone. I don't know how their company works, but when I logged back on (maybe about 30 seconds to 1 minutes after) He told me the phone has already been checked.
BTW....They only said they would check the screen with my new replacement phone as the problem with my faulty phone was with the dead pixels on the screen.
But seriously I am not sure how the company works.....I am suspecting that the company is quite small. So maybe their warehouse and return department are the same department, and maybe there are only a few people working in the company with each person doing multiple things. Therefore, it take less time for communication. I really believe they try to make their company look bigger than what it really is.
Finally, I was not being sarcastic when I told them they are supermen. I really thought that they were really efficient.
ps. all the things I have told you are what they have told me on the chat. who knows what really happened over there on the other side of the world.
They were pretty easy to get ahold of. I called their number that was listed on the website, reached an automated prompt, chose sales support and waited a few minutes on hold. Guy picked up pretty quickly. They have hours from like 7-5:30 UK time
Sent from my GT-N7000 using Tapatalk
You people must be really lucky to get the phone delivered so fast. I ordered mine with some accessories on the 29th, I have yet to get it. Fedex status says clearance delay. First, Customs wanted an itemized breakdown with value. Then they want an FCC form. Having sent many phones to the U.S, I would have expected Handtec to know what documents are required to get through Customs.
That aside their customer service is pretty good so far. I'm just frustrated I didn't have the phone over the weekend.
So finally received my gnote.
Powered up got the OTA and now I'm enjoying it. Handtec even credited my credit card because the price has dropped since I purchased it.
Sent from my GT-N7000 using XDA App
My replacement should get here by tomorrow
Ok....so I have finally received the replacement back from handtec. They have also given me a Travel Power Adapter as a gift. I think they have given me that because the phone was supposed to be sent to me last Friday but didn't end up getting sent on Monday (not really a big deal to me though).
I have quickly turned on the phone to check the screen and it looks fine. I am pretty sure it's a German version as there is a German Manual in the Box plus, the phone was in German when it first booted up. It is kind of weird because everything on the back of the box is in English and even says UK at the buttom.
Anyways...I will start using the phone tonight after it's being charged fully and with a screen protector on. Hopefully there will be nothing wrong with this handset
I must say this again at the end....I am very satisfied with handtec's customer service. I will definitely buy from them again!
Hello All - I thought my experience ordering a Moto G LTE might save others some headaches. Here's the saga:
I ordered a Moto G LTE from Motorola's website on June 5th (they immediately charged my credit card). I received a confirmation email with a scheduled delivery date of June 10th. Come June 10th no phone, so I checked the order status. The Moto website stated the phone had not even shipped. I initiated an online chat via the website, explained the issue and the Moto rep stated that they were out of stock and it would be at least 4 or 5 working days before the phone would be shipped. Note that at this point in time the Moto website stated they were in stock. I told the Moto rep that I didn't want the phone (knowing that Amazon had them in stock) and told him to cancel the order. After 30 minutes of "I have to talk to a specialist" and "perhaps we can expedite the order" and other delaying tactics I still maintained that I wanted the order canceled. On hold for another 10 minutes, he came back on and said the order would be canceled and I would receive a confirming email within 24 hours. For reference I printed out the chat session. The next day when no email arrived I again checked status to find the order had been shipped. This would have been ok but I had already ordered one from Amazon, based on his assurance that the order had been canceled. Not needing two phones, and angry at being lied to by the Moto rep I refused delivery of the Moto phone. This morning I received confirmation from FedEx that the phone was returned to Motorola so I tried to initiate a return to get a refund. Can't do it - you need the IMEI number which I didn't have. So I called Moto. After reaching a Moto rep, giving her all my info, spelling my name several times, describing my problem, she said their system was down and I had to call back in two hours. Three hours later I called back, went through the same process and was told I would be placed on hold for two minutes while he looked into the situation. TWENTY MINUTES later he came back on, said he had to transfer me to a specialist. Another 10 minutes on hold and a cheerful Moto rep asked "how can I help you today". Went through the process AGAIN for the third time today and this time told him I would not be placed on hold, if I had to wait so did he. After 15 minutes of "let me look into this" he finally said he would process a refund within 10 days. We'll see - I plan on filing a dispute with my credit card company anyway just to be sure. So here's what I learned:
1. Don't believe anything a Motorola representative tells you.
2. Document everything. Ask them for an incident number. If you ship anything to them get a tracking number.
3. As much as you want to holler at the guy on the other end of the phone (or chat session) don't get angry with them. Motorola keeps these guys on a short leash and he is just following orders. Most likely he lives in a third world country somewhere (given the accent I suspect India) and knows there are hundreds of his countrymen who will take his place if he doesn't follow the rules. Besides it won't do any good - just be firm, polite and repeat any commitments he makes back to him for confirmation. Again, keep records of everything, including notes you take during phone calls.
4. Persevere - I do think they try delaying tactics to try to get you to give up. At one point in the chat session I was told that he needed to contact a specialist and it would take 20 minutes - did I want to hold? When I told him I refuse to wait 20 minutes he miraculously was connected within 30 seconds.
5. Try not to go crazy while on hold and listening to "Here at Motorola we're here to help. A representative will be with you shortly" for what seemed like a thousand times.
Am I recommending against the Moto G? Not at all. I bought the phone for my daughter and she loves it. What I am recommending is not buying from Motorola direct. Amazon has the same phone at the same price and if you are a Prime member two day shipping is free. Plus if you do need to return it Amazon is quick and easy. Tech support may be another issue, but I have no first hand experience so others on this forum would be in a better position to comment. Having dealt with AT&T tech support I doubt that Motorola could be any worse.
So that's my experience. Eventually I'll get a refund from Motorola, all that remains to be seen is how much effort I need to expend to get it.
Hope this helps.
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..
sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
NWKENT said:
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..
sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
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+1. People want everything immediately these days. Crazy world.
Have you even thought that if you didn't rush to order one from Amazon, while you didn't have a confirmed refund and what followed is only and only your fault?
"Don't make a deal with a money from a deal you didn't finish yet"
I just checked my order and I ordered from Motorola on the same day as you. I actually received mine on the 10th. When you are ordering a brand new device, you have to expect delays and misinformation from CSRs. The best thing you could of done was had a little patience and you would of received yours from Motorola rather quickly and before Amazon. I don't really see what Motorola did to you that was so wrong.
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NWKENT said:
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..
sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
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My point was that 1) Motorola stated they would deliver the product on June 10th. 2) When they didn't, I initiated contact with them and first was told they were "out of stock, and when they stock up they will send the phone". They went from delivering it on June 10th to delivering it "when they stock up", so there was no specific date. It was only after requesting the cancellation they came back and said it would ship "in 4 or 5 working days". While I was on line with Motorola I checked the Amazon store, which said the phone was in stock. It was only after Motorola's assurance that the order was canceled did I place the order with Amazon on June 10th. I received the phone from Amazon on June 12th. The Motorola rep stated 1) they were out of stock, 2) it would ship in 4 or 5 working days and 3) the order was canceled - all of these statements were false. Patience has nothing to do with it - I don't like being lied to. But please feel free to disregard my experience and order direct from Motorola. My post was only intended to advise others of my experience and they can make whatever use of the information as they see fit.
Have a nice day.
liveroy said:
Have you even thought that if you didn't rush to order one from Amazon, while you didn't have a confirmed refund and what followed is only and only your fault?
"Don't make a deal with a money from a deal you didn't finish yet"
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So if I understand your post I should have waited for Motorola to refund my account? Even when they told me the order was canceled they stated it would be up to 10 working days before the refund was posted. So you advocate I should patiently sit and wait for two weeks for a refund, just to be sure they didn't lie to me, then order the phone from Amazon? Why would I do that for a measly $220? My daughter is enjoying her new phone (her old one was on its last legs) and I will eventually receive a refund from Motorola. The only question is when. Again, you may want to order from Motorola - go ahead. Doesn't bother me a bit. Personally I don't like dealing with someone that blatantly lies, and the Motorola rep made three statements that simply weren't true.
You should have just waited for "4 or 5 working days", IMO.
cjones00 said:
So if I understand your post I should have waited for Motorola to refund my account? Even when they told me the order was canceled they stated it would be up to 10 working days before the refund was posted. So you advocate I should patiently sit and wait for two weeks for a refund, just to be sure they didn't lie to me, then order the phone from Amazon? Why would I do that for a measly $220? My daughter is enjoying her new phone (her old one was on its last legs) and I will eventually receive a refund from Motorola. The only question is when. Again, you may want to order from Motorola - go ahead. Doesn't bother me a bit. Personally I don't like dealing with someone that blatantly lies, and the Motorola rep made three statements that simply weren't true.
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I didn't mean you should wait the whole period until the refund pops-up on your account.But you should have let some reasonable time to pass at least (3 days or so).Other than that, its your problem what you do with your money after all, even if you end up with 2 phones or w/e.
Perhaps everyone here is right. Had I known that Motorola's customer service group was this screwed up I would have waited the 4 or 5 working days, which would have actually been at least a week (assuming that wasn't another lie). Of course, if I had known they were this screwed up I wouldn't have ordered from them in the first place - which was the point of my original post.
I'm just letting people know of my experience, they can order from whomever they choose.
cjones00 said:
Had I known that Motorola's customer service group was this screwed up
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Actually, my experience has been quite the opposite from Motorola. Even so, I don't see what they did that was so wrong. You were ordering new hardware that hasn't been released yet. For them not to be able to give you an exact shipping time is not uncommon (even Amazon has issues with this). It seems the main problem is you just didn't have patience.
Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?
Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.
_MetalHead_ said:
Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.
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Yes that's why I tell people if YOU can try buying your products in stores with cash. That way any issue or you not liking the product you get will either get a swap right then and there and you can check it before you walk out the store or get your money back right then and there boom done deal...
5-10 business days is the standard time limit for a card transaction refund to get processed through the provider, IIRC. You could well get the refund in less time.
You'll be very lucky if you do get it in 5-10 business days. When I ordered my first one, I got it for ATT by mistake and it took a month and a half to get my money back from Motorola. There are tons of stories on how bad their $$ department is. I just finally got mine from ATT and called it a day.
samomamo said:
Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?
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Let me know how it goes for you! They received my Moto X December 15th and I still haven't been refunded. After talking to multiple people I have heard different stories. Someone said Moto Can't refund me since I didn't buy the phone from them (I did). Another said they refunded me already, supposedly before I even STARTED the process. Today a manager said that they already did everything on there end and it was Motorola credit who needs to refund me now, but after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
I love Moto products, but I will never buy anything from the website again, its all local or Amazon for me now.
if you ship anything back to Motorola, you can hand it to a Fedex/kinko's employee to get a receipt with a tracking number. You'd be a fool not to do this. if i'd skipped that step i'd be screwed right now. Here's why:
i called motorola on the 2nd of january to ask if i could wait until my second replacement phone arrived (on the 3rd) to ship them both back at once. they said this would me fine and that i had nothing to worry about.
then i recieved this email on the 6th.
>>
Dear [removed by me],
Your malfunctioning phone still has not arrived at our Moto Care service center.Please use the pre-paid label that arrived with your replacement phone and ship back to us ASAP to avoid being charged for the replacement phone.This is the final reminder before you're charged the amount of the your security deposit + applicable taxes. If you're having trouble sendingyour phone, please contact us at (800) 734-5870 Monday- Friday from 7AM-10PM, Saturday- Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
Note: A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above.
<<
so i called, and in my case i had returned two phones, so i gave them two tracking numbers. the lady informed me that my phones were both received on the 5th and that the email was a mistake and i would not be charged.
-but then on the 11th, i received this:
>>
Dear [removed by me],
Hello. Since we did not receive your malfunctioning phone at our Moto Care service center within the allowable time period,You will see this charge on an upcoming credit card statement. Please do not attempt to return your malfunctioning phone at this time.If you have any questions please give us a call at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above
<<
there was no amount on the email, it just said i "will see this charge".
so angry, i called back to get an idiot that couldn't understand english, said "what" constantly and made me repeat everything to the point that the people around me could not stop laughing... so i hung up and called back. the second guy was much better. definately Indian, but that's fine as long as we can understand each other. he said Motorola had one of my two returned Moto x 2014's marked as a Moto G. He corrected that for me and then yesterday, the 12th, i received this email, twice:
>>
Dear [removed by me],
Good news! Your device has arrived safely and is in our hands. We hope you are enjoying your replacement device.
If you need any help or have questions, give us a call. We're standing by at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number : [removed by me]
Motorola Tracking Number (RMA) : [removed by me]
Best Regards,
Your Moto Care Team
Note - A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided.
<<
my credit card statement is a weird mix of motorola charges and refunds right now.
01/13/2015 MOTOROLA MOBILITY LLC Merchandise -$696.88
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/12/2015 MOTOROLA MOBILITY LLC Merchandise $546.25
^all those show as pending, and I'm still waiting to see how this plays out. something will change. the way that reads i've only been charged $121 total for the two replacements.
without that tracking number though, i'd be in a world of hurt since they mislabeled my returned phone as a moto G.
---------- Post added at 09:07 PM ---------- Previous post was at 08:54 PM ----------
draco259 said:
They received my Moto X December 15th and I still haven't been refunded........after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
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you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.
rob342 said:
you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.
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I would, but it is through their credit service, so they don't seem to crazy about doing anything on their end. As of now I have not made any payments on it though, and informed them that I wont, since I haven't had the phone in my hand since the first week of December. They now admit that they have the phone, but still wont tell me anything about the status of the return.
I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).
Mes3 said:
I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).
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might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***
2003vstrom said:
might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***
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The lady on the phone when I did the RMA said it could take 3-4 weeks. I talked to an agent online and they said it was already processed. Buuuut no refund has been posted. So, who knows. Its hard to believe their CS is this terrible/slow.
I think people can be passive in till it happens to them then let the flames post fly!
For me to be able to order a great phone, design it on Moto Maker, wait with excitement and in a week have a great phone and a pretty amazing customer experience!
But for me I was sent 2 phone instead of one so I had to return one and then I had a screen glass break a few weeks later and they made a new Moto X then I had to return the broken one. Both returns just as bad as the other.
What is frustrating is you dealing with a state of the art process on the design, build and buy process. But the return, customer support return process is a mess.
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
When I get to other departments in US I am treated OK and follow up is good.
Motorola cant learn from Amazon! Had a return and Amazon had a UPS driver to my house next day with a return label ready, advance the credit before they even got the item back and follow up one they have the item.
Take care of your customers and the customers stay loyal to the brand.
That is why Amazon is Amazon.
T&C said:
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
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This is so true. I had to do an exchange of a device I purchased with a Cyber Monday code due to a leather back adhesive issue. First the Indian rep told me the return policy was 14 business days, which of course it is not. Then she insisted there was no way to do an exchange for the same price since the code had expired. I pointed out on their website they have the instructions for a secured exchange but she said it would not work because of the code.
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
T&C said:
When I get to other departments in US I am treated OK and follow up is good.
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Yeah, you have to ask to be transferred to the US reps.
JulesJam said:
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
Yeah, you have to ask to be transferred to the US reps.
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i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
if its not on the script that they read they do not know what to do.
gammite said:
i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
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Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.
JulesJam said:
Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.
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my 85th call to customer care just was answered by a white lady in wisconsin. she was very nice and easy to deal with.
but back to reality.. i can't even begin to explain how much i hate calling these people. now that i've finally been emailed that i'll be credited, it's for the wrong amount.
they say 3-5 days to get my money back, now 7 days later, they send me this:
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 409.69 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
<<
that WOULD be great, but they dont need to refund me $409. they owe me $546. not to mention that's 546 i just paid interest on because my credit card statement was issued on the 28th. and i've been arguing about this since december now.
i'm like the easiest going happy go lucky care free person you'll ever meet, unless you're like these mototards. next time i break a phone i'm buying a screen online and fixing it myself. i don't even care if it costs more than having them fix it. it'll be faster and far less effort than dealing with these people.
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.
rob342 said:
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.
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My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.
JulesJam said:
My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.
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well I must admit, i'm a bit jealous.
i received this email today, and now i dont know if im getting the $406, or the $136, or hopefully both, as that's the amount they owe me. if they can't figure it out by friday i'm just calling capital one to get my money refunded. i LOVE the phone, but definitely not the customer service. i've wasted hours on a simple credit that was supposed to happen automatically.
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 136.56 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
Thank you for contacting Motorola and have a wonderful day!
Sincerely,
xxxxx
Order Administration Liaison
<<<<
-which was their response to my telling them that the refund amount they listed is wrong in my message below
>>>>
Customer By Email (Robert xxxxxxx) 01/31/2015 05:26 PM
Hello xxxx.
I’ve already been charged 136.56 twice, which is correct since I have returned two broken phones.
The other charge of $546.25 is what the refund amount should be. $546.25, not $409.69.
If you only refund the 409, that would mean I paid the 136.56 three times instead of twice.
I have included a screenshot of my capital one statement so you can see the three charges that have posted to my credit card account.
please let me know if you need any additional
information from me.
sincerely,
robert xxxxxxx
708.xxxxxxxx
==================== image File Attachment ====================
Capture2.JPG, 98249 bytes, Added to incident
i took it up with my credit card company now. it's been over a month and a half trying to deal with motorola. my credit card company thanked me for my detailed record keeping and i got my refund instantly. i kinda feel like a **** because i REALLY LIKE motorola, but in the end it's my money they're playing games with. i'm nice, but im not a fool. i'm not going to pay interest on $546 two months in a row. they also refunded the $19 interest charge.
again this all started because they mistakingly marked my returned bamboo moto x as a moto g. ever since i been getting passed around from department to department.
At a local T-mobile store, I ordered a black onyx 32gb S7 Edge on 2/24/16. On March 2nd my credit card charge went through. On March 3rd I received a tracking update to be delivered by 3/3/16. March 3rd came and went. I called ups by 4pm March 3rd and they promised it'll be delivered that day. Never got it. On March 4th (Friday) I called ups again - they apologized and assured me the package would be delivered. Again I waited and called UPS again in the afternoon, they said they have til the end of the day which could be as late as 7pm where I live. I waited - never came. By now I'm fkn pissed at this BS. Saturday March 5th I drove out to the ups hub in anaheim, ca, the guy there checked the tracking number, looked in the back, couldn't find the package and told me most likely someone made off with my phone. He gave me the standard customer service phone number to call and make a claim.
I called T-mobile and told them what happened. T-mobile told me it was my responsibility to make the claim and deal with UPS on this matter as the phone was my property (apparently once the phone hits UPS - it becomes our property). We went back and forth on this (the rep I talked to wasn't too bright if ya follow), finally the rep said she'd file a missing handset report for me after I kept asking for a supervisor. I was told I'd receive a phone call and update on this within 3 business days. In the meantime, I decided to call UPS also, told them about the situation. They told me that the "Sender T-mobile" needed to file the report and follow up with UPS. The phone status was updated a couple of times now. Originally for 3/3 delivery, then 3/4, now 3/7.
Now I'm waiting to hear back from T-mobile for the next step. I did call the store where I got the phone from as well - they told me I did the right thing. They said, worse comes to worse if I don't get the phone, to come in Friday, they should have the phones in store by them, they can cancel my existing order and I'll just get the phone directly at that time. I'm Leary to have the phone shipped and potentially missing/stolen again.
I'm just writing this in case someone else has or had the same experience to discuss updated/progress.
Thanks,
Glen
T-Mo is passing the buck here. It's never you're responsibility, if the product doesn't reach you. It's T-Mobile's UPS account that it was shipped on.
Trust me, my company ships hundreds of packages a day, and the responsibility is on the SHIPPER until the item docks with the customer.
I'd tell T-Mobile you're going to dispute the charge if they don't take care of it.
As long as the status is not delivered yet, I don't think you have to worry. If it's delivered, then you might want to start the claim that you never received the package.
ingenious247 said:
T-Mo is passing the buck here. It's never you're responsibility, if the product doesn't reach you. It's T-Mobile's UPS account that it was shipped on.
Trust me, my company ships hundreds of packages a day, and the responsibility is on the SHIPPER until the item docks with the customer.
I'd tell T-Mobile you're going to dispute the charge if they don't take care of it.
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Agreed ingenious, I will dispute if that's the case. Overall T-mobile has been pretty fair with me in the past so I have some faith in them. Sometimes the CSR's are just reading the script as they say.
Vanquiz said:
As long as the status is not delivered yet, I don't think you have to worry. If it's delivered, then you might want to start the claim that you never received the package.
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Well Vanquiz - when I went to the usb Hub, the guy there told me the phone was stolen or missing and to call and make a claim, I'm going off of his advice, I'm not gonna wait around until it's "delivered". I see what you mean also though.
I'm sorry, I didn't mean don't worry and let it go and just wait. What I mean is you don't have to prove anything, you can just call Tmobile and said the package is gone while in transit and if it's indeed gone, they should just send you another one without you have to do anything, it's between UPS and Tmobile.
If it's delivered, then you should start to do the claim for the missing package, so UPS can track where it's delivered who signed it etc. Then that's where it can takes longer time, but you still will have another replacement sent.
Vanquiz said:
I'm sorry, I didn't mean don't worry and let it go and just wait. What I mean is you don't have to prove anything, you can just call Tmobile and said the package is gone while in transit and if it's indeed gone, they should just send you another one without you have to do anything, it's between UPS and Tmobile.
If it's delivered, then you should start to do the claim for the missing package, so UPS can track where it's delivered who signed it etc. Then that's where it can takes longer time, but you still will have another replacement sent.
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all good bro :good:
I had a similar issue when I pre-ordered the S6 Edge last year. Tracking showed "out for delivery" but never got delivered and tracking never changed after that. Had to go thru a month of back and forth calls to tmobile and ups. I got fed up and just filed a chargeback with my credit card. Funny thing, Tmobile ended up refunding me the $180 I had given as a down payment and I forgot about the chargeback and then Capital One ended up refunding me $180 too.
I had at one time preordered the note 4 and was tracking my package thru ups and the day came and I was waiting said out for delivery I was refreshing until finally I saw it was delivered.I checked ups site said I signed for it which I didnt.Not to mention I live in a doorman building and they sign packages.I went downstairs and it wasnt there.I called tmobile and had to wait like 3 days make sure no one fot it but they sent me a replacement one and I recieved that one.I believe ups people steal the packages they know exactly when these phones are coming in
Sent from my SM-G928T using Tapatalk
flipq88 said:
I had a similar issue when I pre-ordered the S6 Edge last year. Tracking showed "out for delivery" but never got delivered and tracking never changed after that. Had to go thru a month of back and forth calls to tmobile and ups. I got fed up and just filed a chargeback with my credit card. Funny thing, Tmobile ended up refunding me the $180 I had given as a down payment and I forgot about the chargeback and then Capital One ended up refunding me $180 too.
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Wow you came out ahead in the end - what a hassle. I'm just hoping the store will have them in this friday 3/11 to pickup in person.
raw2000j said:
I had at one time preordered the note 4 and was tracking my package thru ups and the day came and I was waiting said out for delivery I was refreshing until finally I saw it was delivered.I checked ups site said I signed for it which I didnt.Not to mention I live in a doorman building and they sign packages.I went downstairs and it wasnt there.I called tmobile and had to wait like 3 days make sure no one fot it but they sent me a replacement one and I recieved that one.I believe ups people steal the packages they know exactly when these phones are coming in
Sent from my SM-G928T using Tapatalk
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Yeah I think so too. I understand ups has regular drivers which are union and also temporary drivers which come and go. I wonder if it was a temporary drive that snagged it? Coulda been someone in the warehouse, who knows. Anyways thanks for chiming in :good:
UPS dropped my phone off at the door!? Really? Fortunately I was anticipating it and heard the doorbell.
Just a bit of advice to avoid the chance it might get stolen the next time you do a pre-order - create a My UPS Account at the UPS web site. Then when you get tracking information that the phone has shipped, go to your account in MY UPS and request that they hold the package at the UPS Facility. They will do this - no problem. Then you can go to the UPS Hub, pick up the phone when it is convenient and not have to wait for the driver to get there or have your phone stolen from your front porch or something.
I do this everytime I do a Pre-Order and I have never had issues.
Just a thought...
jackler1 said:
UPS dropped my phone off at the door!? Really? Fortunately I was anticipating it and heard the doorbell.
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Yeah - good thing.
mocsab said:
Just a bit of advice to avoid the chance it might get stolen the next time you do a pre-order - create a My UPS Account at the UPS web site. Then when you get tracking information that the phone has shipped, go to your account in MY UPS and request that they hold the package at the UPS Facility. They will do this - no problem. Then you can go to the UPS Hub, pick up the phone when it is convenient and not have to wait for the driver to get there or have your phone stolen from your front porch or something.
I do this everytime I do a Pre-Order and I have never had issues.
Just a thought...
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Thanks mocsab - I do have a My UPS account but did not mark to hold it there. This is the first time I've had any issue with ups and have had many phones shipped to me that way lol
Thanks for the advice, going fwd that's the way to go. :good:
I hate UPS they always just leave packages in my backyard (on a busy street corner) where anyone can take it. They don't even bother knocking even if they see lights on and cars in the house. I had to rush from work yesterday to my house because they delivered my S7 Edge and when I got home of course they just left the package on the ground, luckily I got a txt message and I knew I had to go get it before someone stole it. Anyways, I hope you resolve your issue. I wish T-mobile would use Fedex instead, never had an issue with them.
glensta said:
Yeah - good thing.
Thanks mocsab - I do have a My UPS account but did not mark to hold it there. This is the first time I've had any issue with ups and have had many phones shipped to me that way lol
Thanks for the advice, going fwd that's the way to go. :good:
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I do feel bad for you though - the feeling of excitment on the day of delivery - waiting for the UPS guy to get there -and then it not happening - man, I would be PO'd BIG TIME. YOU seem to be handling it well - better than I would be. LOL -
mocsab said:
I do feel bad for you though - the feeling of excitment on the day of delivery - waiting for the UPS guy to get there -and then it not happening - man, I would be PO'd BIG TIME. YOU seem to be handling it well - better than I would be. LOL -
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Thank you. Lol oh I was mad at the time very much. By the time I wrote this I'd calmed down a bit lol.
glensta said:
At a local T-mobile store, I ordered a black onyx 32gb S7 Edge on 2/24/16. On March 2nd my credit card charge went through. On March 3rd I received a tracking update to be delivered by 3/3/16. March 3rd came and went. I called ups by 4pm March 3rd and they promised it'll be delivered that day. Never got it. On March 4th (Friday) I called ups again - they apologized and assured me the package would be delivered. Again I waited and called UPS again in the afternoon, they said they have til the end of the day which could be as late as 7pm where I live. I waited - never came. By now I'm fkn pissed at this BS. Saturday March 5th I drove out to the ups hub in anaheim, ca, the guy there checked the tracking number, looked in the back, couldn't find the package and told me most likely someone made off with my phone. He gave me the standard customer service phone number to call and make a claim.
I called T-mobile and told them what happened. T-mobile told me it was my responsibility to make the claim and deal with UPS on this matter as the phone was my property (apparently once the phone hits UPS - it becomes our property). We went back and forth on this (the rep I talked to wasn't too bright if ya follow), finally the rep said she'd file a missing handset report for me after I kept asking for a supervisor. I was told I'd receive a phone call and update on this within 3 business days. In the meantime, I decided to call UPS also, told them about the situation. They told me that the "Sender T-mobile" needed to file the report and follow up with UPS. The phone status was updated a couple of times now. Originally for 3/3 delivery, then 3/4, now 3/7.
Now I'm waiting to hear back from T-mobile for the next step. I did call the store where I got the phone from as well - they told me I did the right thing. They said, worse comes to worse if I don't get the phone, to come in Friday, they should have the phones in store by them, they can cancel my existing order and I'll just get the phone directly at that time. I'm Leary to have the phone shipped and potentially missing/stolen again.
I'm just writing this in case someone else has or had the same experience to discuss updated/progress.
Thanks,
Glen
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Did you ever hear back from either ups or tmobile? .The same happend to my brother exept his only made it to the Ontario Ca Hub not Anaheim where it should of made it to for delivery
blah_blah_blah_blah said:
Did you ever hear back from either ups or tmobile? .The same happend to my brother exept his only made it to the Ontario Ca Hub not Anaheim where it should of made it to for delivery
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Not yet, T-mobile made a missing handset claim with U.P.S. and I'm supposed to hear back within 2 weeks or so. At that time they'll refund the Tax $62.40 I paid already.
I just got back from the T-mobile store and picked up the Edge there lol as I don't want to chance another missing phone and I'm seeing people who didn't order early are waiting longer as expected. I'll update you guys once T-mobile finalizes the claim or any new info comes in.
I had this happen to me last year with my S6. Was on the truck to be delivered, and then "poof" item missing. Don't believe T-Mobile when they say it's your job to make the claim. It was never delivered, which means it's THEIR responsibility. Reach out to T-Force on Twitter (@Tmobilehelp I believe) and they'll get it fixed for you 1-2-3.
glensta said:
Not yet, T-mobile made a missing handset claim with U.P.S. and I'm supposed to hear back within 2 weeks or so. At that time they'll refund the Tax $62.40 I paid already.
I just got back from the T-mobile store and picked up the Edge there lol as I don't want to chance another missing phone and I'm seeing people who didn't order early are waiting longer as expected. I'll update you guys once T-mobile finalizes the claim or any new info comes in.
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How did you get it from the tmobile store ?
entropism said:
I had this happen to me last year with my S6. Was on the truck to be delivered, and then "poof" item missing. Don't believe T-Mobile when they say it's your job to make the claim. It was never delivered, which means it's THEIR responsibility. Reach out to T-Force on Twitter (@Tmobilehelp I believe) and they'll get it fixed for you 1-2-3.
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Hey thanks I appreciate that. Actually I ended up going in store and they took care of the cancellation for me. There's A 2 week waiting. For the final result
blah_blah_blah_blah said:
How did you get it from the tmobile store ?
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I had called customer service they told me to go into a T-Mobile store and do the missing handset cancellation within which the store to care of for me yesterday. Then today I went in and they arranged it so I could get the phone as they had them in stock. It was a little bit tricky but they got it done