Motorola A630 exchanged 7 times since January

I have such a headache right now

I have the motorolla A630. I am on phone number 7. The same thing just happened to this phone that several of the other phones have experienced

Typically I call they overnight me another A630 and then credit me for the shipping. The problem is this time they no longer have A630's in the warehouse and do not have a phone to replace it with. I called motorolla and the phone was manufactured in november of 04 so they are not covering the warranty. I call T-Mobile back and explain this to them and as of right now my only option is to do an upgrade. Meaning I have to sign a 1 or 2 year contract and get a discount on the phone. Again I am technically covered under T-Mobiles warranty for this phone but since they do not have one the only option is to upgrade.

What do I do? Does no one care about customer loyalty anymore? I am out of contract but I love T-Mobile so i want to remain a customer. I just do not feel that I should have to pay for an upgrade and sign a contract when the phone is still under warranty.

I talked to so many reps. Then tier 2 reps (account specialists) and then tier 2 tech reps. I was told I could fax customer relations but I want to speak with a human. Help is needed.

Thanks in advance

What is the exact date you got the phone?

If you are still in a warrenty period, which it looks like you still are because of your last phone replacement tmobile should offer you other headsets you can get a no cost. I do not know what your options will be with the a630, but they should have 2-3 headsets you can pick from. Here is the problem and I'm basing this that you had a one year contract because it appears you signed on before the 2 yr thing started. Your orginal phone is out of warrenty. It is only covered for 1 yr. Your replacements are covered for 90 days or the remainder of the 1 yr, whichever is greater. So if your last replacement was july 15, the replacement should still be under warrenty. I'd call tmobile back and get a supervisor if they won't do anything.

Everything you said is exactly right. I did sign a 1 year and my phone is still covered under the 90 day replacement warranty. In the past they have offered me replacements if I did not want the A630 anymore. However with the current situation they are saying there are NO, NONE, ZILCH....they do not have anything to replace it with for free. I was shocked. They said I must upgrade and sign a 2 year.

Actually in this case, as much as I hate to say it - there is very little T-Mobile can do. Yes, T-Mobile supports Motorola's warrenty for the phone. However, we don't continue to support the warrenty for the rest of the life of the company. After the phone is discontinued from our line of products, we support the warrenty for a bit longer and then the responsiblity for the warrenty reverts back to Motorola.

Here's where the issue comes in. The original 1 year warrenty has expired and you are working off the 90 day extended warrenty from T-Mobile, which is valid, but T-Mobile doesn't have any A630's in the warehouse to send to you since we don't support exchanges on it anymore.

Your best bet is not to speak with a supervisor, because in all honesty, there is nothing we can do (please believe me, I am a Tech Support Sup) since we don't have a phone to send you. Best option - Ask the rep you talk to (very politely mind you) if they can call Motorola and explain the situation that you are currently in to the Moto rep and see if Moto can work with you on this.

Beyond that - There really is very little that T-Mobile can do in this situation and I'm so sorry for that.

mpapple - If you are a direct dealer you can look in SL, under HS no longer supported by exchange program to see that we don't carry the A630, if we don't carry it there is very little that Cust Care/Tech Support can do.

I understand where you are coming from. I even realize that Motorola is not offering exchanges with T-Mobile. My point is based on the fact that an exchange is not being offered. Previous times I have been offered another phone instead of doing the exchange for the A630 but I felt that the phone being offered was inferior to the A630. All I am asking is a compromise of some sort. There are several options I would entertain. I would be willing to pay for a phone if I were not required to sign a new contract. I would purchase a phone at a deeper discount and sign a 2 year contract. I have been very please up to this point with the level of customer service T-Mobile has offered me.

I appreciate your feedback as a T-Mobile Tech Support Sup. I have been extremely nice to every individual I have spoken to. I am out of contract and have not once used that as a threat in the negotiating process. Again, I just feel strongly that I am not being treated fairly.

I was given the fax number of customer relations and have since sent them a very nice letter outlining my situation.

If the warranty is only supported for a brief period of time after the product is no longer part of the line then I would have appreciated being informed of that a while ago. I purchased the phone back in Feb 2005. Shortly after that the phone was taken off the product line. My first exchange was done in Jan 2006 and the following exchanges all done in a period from that date up until now. During any one of these exchanges a representative could have informed me of the warranty policy and I would have accepted another phone not wanting to end up in the situation that I am currently in.

Ummm, you never mentioned what the problem was. 20 bucks says the device can be fixed without an exchange. I know you talked to Tier 2, I used to be Tier 2 (PDA now woooo) but there are some real dunces in that queue too.

Your best bet, if the exchange really IS required, is to contact Moto directly and see if there is an authorized repair center near you, and then contacting that repair center to make sure they will repair your OOW phone.

I can confirm that T-Mobile CAN, not WILL (because we would if we could) do nothing for you. If you want to get ANYWHERE with T-Mo you will have to mention that your contract is up because the Retention queue might get you a cheaper upgrade or some type of credit (I don't know if they still do those.) You can get to the CEO of the company and they will not get you a phone. Sorry.

Motorola A630 exchanged 7 times since January

Similar Topics

New T-Mobile Cell Phones

Carriers Talk

Manufacturers Talk

Mobiledia Community