22Ted
12-14-2003, 09:39 PM
Here is the non 2300+ word/12,500+ character version of the story that I
e-mailed Cricket Communications' (a cell phone provider) corporate office
about.
I had a damaged face plate on my phone & needed it replaced (didn't have to,
but the screen over the LCD was cracked & made this hard to read).
I went with a friend to the local "corporate" store (one of the 2 main local
offices) for the friend to get a new battery for their phone. While there we
showed my phone to the sales person & asked him about the replacement face
plate.
He told us to go anywhere that sells them & they could do it.
I confirmed this wouldn't cause any problems for coverage/authorized service
being done to the phone...he said it was OK.
A week later we were in the local mall & came across a dealer selling the
face plates. He sold us one & offered to put it on for me. He also sold us
(her) a phone with a mail in rebate (about 75% cost of phone). He didnt let
us look at the rebate info until after the purchase but assured us the phone
can be returned for refund as long as its not been activated or the rebate
received. (He also mis-represented the rebate saying we'd get it in 30 days
but I found out it would be 90 days). He didn't give an itemized receipt,
claiming the credit card receipt was all.
I got home & called & found out the rebate was for only new customers, not
existing ones as he said. Also they say it is only $100 (though I've got a
form saying $130...possibly forged?).
I tried to call the dealer but wasnt able to get a phone# for them from the
mall customer service (based on the name on the credit card receipt).
Later my phone quit working (can talk but can't hear). I called customer
service & they referred me to the insurance people since I had their
insurance plan. The insurance CSR said that since it wasnt done at the main
store then it's not covered (even though the store rep said to go somewhere
else). I also found out they should have done it themselves & not refused
to.
I tried calling corporate but they were "out of office" until this past week
(this was Wednesday, they were out til last Monday).
I went to the store & the manager did repair the phone but said he couldn't
guarentee how long it would work & wouldn't do it again & that even though I
followed their advice it was my fault & any warranties are void (says owners
manual says this...but if an authorized service center tells you to do
something then they should cover it).
The manager was also extreamly rude & irate with me & said "I wish you had
the name of the person who told you this because I'd like to drop kick them
for giving you wrong information" (threatening assult on his employees). He
said he didn't care if I complained to corporate or anyone else.
I showed up at the cell phone dealer a week after the purchase to try to
return the phone.
A different person was there & he refused to help, saying they have a no
returns policy & pointed to a previously not visible/not there/blocked sign.
He also referred to the (not given/refused) itemized receipt saying it says
this too.
I complained to the mall customer service (to have them investigate as also
the store is operating under one name & charging under a different name..the
name on the receipt).
On my way out I happened to pass by again & the guy pointed to the manager
who was there now (he'd given me her phone# earlier but going by the mall
customer service instructions I filed the complaint anyway before trying to
call the manager). The "manager" refused to help & that since I'd filed a
complaint already she'd definately refuse to do anything (some great
"manager", letting her employee stand there & rudely interrupt her & also
get an attitude problem with me & start yelling at me in front of her).
I disputed the transaction with my bank (who felt things were not right
since they operate under 1 name & charge under another, refused to help
because I'd already complained about them, & the other issues as well).
This past Friday I noticed the transaction was reversed (I haven't called to
find out anything about it yet since it was too late in the evening..will
call tomorrow morning).
I e-mailed Cricket corporate Tuesday evening/Wednesday morning (about 2AM)
after them having ignored my calls (from the Thursday of the previous week &
also the day before). I was supposed to have got a responce in 72 hrs or 3
business days (per their website). I'd even submitted the form on their
website for them to e-mail me back about this.
Saturday I got a responce saying my e-mail has been forwarded to someone
else.
My question is this: Did they (by the misrepresentation of their product
repair servicing & then refusal to help) void my 1 year commitment with them
(originally started in December 2002 when I started service but then renewed
in April when I upgraded my plan)?
I want out of my contract, no cancelation fees or anything, I want
reimbursement for having to use PC2Phone type of services since then ($40
total so far), plus if possible I want compensation on cost of going to new
provider (likely just activation fee as phone is probably going to end up
free after rebate...as most do now), and also if possible additional
compensation for the added frustration of all of this.
I'm going to call some lawyers Tuesday (day off) to see if I can get
advice on this & what my chances in small claims would be if corporate
refused to do anything. I'm also planning on taking this to the media
(we've got 2 local news stations that have an "on your side" thing for this
sort of stuff & I'll see if they'll take it if corporate doesn't do
anything...or can I let them know about the issues anyway even if resolved,
to warn other consumers?). Also if not resolved will file with state
attorney general/bureau of consumer protection & also the BBB.
Any advice or thoughts / ideas about this & how I've & am resolving it?
--
--
There are 10 types of people in this world...
....those who understand binary & those who dont.
e-mailed Cricket Communications' (a cell phone provider) corporate office
about.
I had a damaged face plate on my phone & needed it replaced (didn't have to,
but the screen over the LCD was cracked & made this hard to read).
I went with a friend to the local "corporate" store (one of the 2 main local
offices) for the friend to get a new battery for their phone. While there we
showed my phone to the sales person & asked him about the replacement face
plate.
He told us to go anywhere that sells them & they could do it.
I confirmed this wouldn't cause any problems for coverage/authorized service
being done to the phone...he said it was OK.
A week later we were in the local mall & came across a dealer selling the
face plates. He sold us one & offered to put it on for me. He also sold us
(her) a phone with a mail in rebate (about 75% cost of phone). He didnt let
us look at the rebate info until after the purchase but assured us the phone
can be returned for refund as long as its not been activated or the rebate
received. (He also mis-represented the rebate saying we'd get it in 30 days
but I found out it would be 90 days). He didn't give an itemized receipt,
claiming the credit card receipt was all.
I got home & called & found out the rebate was for only new customers, not
existing ones as he said. Also they say it is only $100 (though I've got a
form saying $130...possibly forged?).
I tried to call the dealer but wasnt able to get a phone# for them from the
mall customer service (based on the name on the credit card receipt).
Later my phone quit working (can talk but can't hear). I called customer
service & they referred me to the insurance people since I had their
insurance plan. The insurance CSR said that since it wasnt done at the main
store then it's not covered (even though the store rep said to go somewhere
else). I also found out they should have done it themselves & not refused
to.
I tried calling corporate but they were "out of office" until this past week
(this was Wednesday, they were out til last Monday).
I went to the store & the manager did repair the phone but said he couldn't
guarentee how long it would work & wouldn't do it again & that even though I
followed their advice it was my fault & any warranties are void (says owners
manual says this...but if an authorized service center tells you to do
something then they should cover it).
The manager was also extreamly rude & irate with me & said "I wish you had
the name of the person who told you this because I'd like to drop kick them
for giving you wrong information" (threatening assult on his employees). He
said he didn't care if I complained to corporate or anyone else.
I showed up at the cell phone dealer a week after the purchase to try to
return the phone.
A different person was there & he refused to help, saying they have a no
returns policy & pointed to a previously not visible/not there/blocked sign.
He also referred to the (not given/refused) itemized receipt saying it says
this too.
I complained to the mall customer service (to have them investigate as also
the store is operating under one name & charging under a different name..the
name on the receipt).
On my way out I happened to pass by again & the guy pointed to the manager
who was there now (he'd given me her phone# earlier but going by the mall
customer service instructions I filed the complaint anyway before trying to
call the manager). The "manager" refused to help & that since I'd filed a
complaint already she'd definately refuse to do anything (some great
"manager", letting her employee stand there & rudely interrupt her & also
get an attitude problem with me & start yelling at me in front of her).
I disputed the transaction with my bank (who felt things were not right
since they operate under 1 name & charge under another, refused to help
because I'd already complained about them, & the other issues as well).
This past Friday I noticed the transaction was reversed (I haven't called to
find out anything about it yet since it was too late in the evening..will
call tomorrow morning).
I e-mailed Cricket corporate Tuesday evening/Wednesday morning (about 2AM)
after them having ignored my calls (from the Thursday of the previous week &
also the day before). I was supposed to have got a responce in 72 hrs or 3
business days (per their website). I'd even submitted the form on their
website for them to e-mail me back about this.
Saturday I got a responce saying my e-mail has been forwarded to someone
else.
My question is this: Did they (by the misrepresentation of their product
repair servicing & then refusal to help) void my 1 year commitment with them
(originally started in December 2002 when I started service but then renewed
in April when I upgraded my plan)?
I want out of my contract, no cancelation fees or anything, I want
reimbursement for having to use PC2Phone type of services since then ($40
total so far), plus if possible I want compensation on cost of going to new
provider (likely just activation fee as phone is probably going to end up
free after rebate...as most do now), and also if possible additional
compensation for the added frustration of all of this.
I'm going to call some lawyers Tuesday (day off) to see if I can get
advice on this & what my chances in small claims would be if corporate
refused to do anything. I'm also planning on taking this to the media
(we've got 2 local news stations that have an "on your side" thing for this
sort of stuff & I'll see if they'll take it if corporate doesn't do
anything...or can I let them know about the issues anyway even if resolved,
to warn other consumers?). Also if not resolved will file with state
attorney general/bureau of consumer protection & also the BBB.
Any advice or thoughts / ideas about this & how I've & am resolving it?
--
--
There are 10 types of people in this world...
....those who understand binary & those who dont.
