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T-Mobile Handset Upgrade Fee

Discussion in 'T-Mobile Forum' started by delpi, Apr 2, 2008.

  1. delpi

    delpi New Member

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    I recently purchased a new phone from T-Mobile. In actuality, it was a step down from the previous one which had quit working but they still added a $18 "Handset Upgrade Fee" to my bill. They did not advise me of the charge.

    I called T-Mobile. The person I talked to apologized profusely and said she couldn't do anything. She'd have a supervisor call back within 2 hours. That was a week ago.

    I then emailed T-Mobile. The email said in part

    "Please don't give me a response such as "we charge everyone an $18.00 fee for upgrading". I want specific evidence that I was told of the charge. If you can provide the evidence I will gladly pay the charge. If not, I expect you to remove it immediately.

    Specific evidence is not a note on my account saying I was advised of the charge. Specific evidence is my signature or a recording of me verbally accepting the charge."

    Here is T-Mobile's "Customer Care response in full. It is nothing but gibberish dancing around the issue.

    Dear Dave,

    Thank you for contacting T-Mobile. I apologize for the delay in
    responding to your e-mail. My name is Wade, and I will be assisting you
    today. I understand from your e-mail to let us know you are upset with
    the Handset Upgrade Charge that was billed to your account recently. As
    a fellow consumer, I can certainly understand your surprise at seeing
    this unexpected charge, as I realize your desire to have proof that this
    charge is valid. I will gladly provide all the information you need.

    Upon review of your account details Dave, while customer care is able to
    make outgoing calls, and as our offline customer care department can
    handle any account issues or requests, I am sorry to let you know that
    we do not have the means to place outbound calls. In order to speak
    with a live person regarding your concerns, it would be necessary to
    contact our customer care department by phone.

    In regard to the $18.00 Handset Upgrade Fee that was billed to your
    account on March 5, 2008; and the notes on your account reflect you were
    advised of this charge.
    I would like to let you know that as of November
    10, 2007, we started to implement the $18.00 Handset Upgrade Fee per
    handset. The $18.00 Upgrade Fee was billed to your order and it includes
    shipping and handling. We will only bill our valued customers like you
    the Upgrade Fee when you agree to extending your contract. The Upgrade
    Fee is used to ensure we can offer our valued customers the best pricing
    available for a new handset. As this is considered to be a valid charge,
    I am not able to offer to make any adjustments to your account for this
    charge. I hope this will not cause too much inconvenience.

    Thank you Dave, for allowing me to opportunity to assist you today. If
    you have any other questions or concerns reply directly to this e-mail,
    or call us at 1-800-937-8997 or dial 611 (send) from your handset (this
    is a free call). In closing, I would like to take a moment to thank you
    for being a valued T-Mobile customer since May 9, 2000.

    Sincerely,

    Wade L.
    Rep ID# 7284327
    Customer Care Specialist
    T-Mobile USA

    The sad thing is that if thay had advised me of the charge, I would have still purchased the phone. If the phone had cost an additional $18 I would still have purchased the phone. However, I draw the line at anyone adding anything to my bill without my knowledge.

    I've been with T-Mobile since Powertel and Voicestream for one reason. They have always made rational responses to my requests. If they are going to be just like the other guys I may as well switch to a carrier with a more substantial network.
     
  2. Jay2TheRescue

    Jay2TheRescue Resident Spamslayer
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    Upgrade fees are pretty standard in the wireless world today. The notification of the charge is probably in the fine print of the contract you signed when you took the upgrade.

    -Jay
     
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  3. QLR

    QLR RIP Note!
    Senior Member

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    I can't speak for the other guys, but Verizon only charges this upgrade fee if the user gets discounted equipment via their annual upgrade program. If the user is at least 20 months into a 2 year contract or out of contract, the fee is not applied...if the user is in the 10th month (or later) of a 1 year contract, there's not a fee either.
     
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  4. Eric47

    Eric47 Bronze Senior Member
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    att does theirs like taht also. but part of it also has to do with your ARPU from my understanding.
     
  5. RadioRaiders

    RadioRaiders RF Black-Belt
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    I don't understand why T-Mobile can't make outbound calls to contact their customers who ask them questions?? Aren't they a phone company?? :loony:
     
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  6. delpi

    delpi New Member

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    Jay,

    That's just the point. I didn't sign a contract. This all took place via a phone call. I've told them time and again, show me any evidence that I was informed of the upgrade fee and I'll be satisfied. They can't do that. Eighteen dollars is chump change. However, the concept of placing charges on ones bill without their authorization opens a door to a whole set of problems for consumers.

    I don't care about eighteen dollars, I care about integrity and honesty.

    Dave
     
  7. Eric47

    Eric47 Bronze Senior Member
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    must be a T-Mobile thing. if they didnt tell you id agree that they need to at least consider taking it off. 18$ is more chump change to them than the consumer but they are trying to keep costs low it sounds like to me.
     
  8. SmArTeStChIlD421

    SmArTeStChIlD421 Silver Senior Member
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    that's not true.....when i had T-Mobile they called me once......unless they changed policy
     
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  9. tmobileman

    tmobileman Iphone Hater
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    you're only accessed the upgrade fee if you do a contracted upgrade, so if you didn't sign a contract but agreed to extend your contract for one or two years to get a subsidy on the price of the phone than you would be charged, if you weren't informed that sucks, but the stance of any carrier is that if the charge is valid and the memo on the account shows that you were advised the company has to side with the rep, so you can cancel and probably pay an early term fee, or realize that you got the best answer that could be provided based on the information that is reviewable i.e. the memos on the acct. The calls are recorded randomly for quality purposes, so chances are that your call may not have even been captured that is why the company has to rely on the memos...but based on your original post nothing that anybody says to you will justify the fee if you feel it wasn't explained so you either have to get over it and continue business with them...or cancel and pay more for your service elsewhere
     

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