Warranty Return Frustration

Like many posts on this forum I am starting with the statement that I have been a Ting customer for many many years and have loved the service and the phones and every part of Ting's business model.  That being said, I am now having a very frustrating round of interactions  that are taking a lot of my time, and a lot of things.  And Ting is asking me for private information that I shouldn't have to share. 

I purchased a new Moto E 2nd generation that became defective within the warranty period . Ting worked with me to try and resolve the problem and then set up a return and exchange. So far so good. And the new phone works great. We sent the old phone back  after following all of the instructions about clearing data from the phone.

 Since that time, however, we have had so many cross phone calls that I can't keep track. Ting has repeatedly been asking for the password to my email account which I have reluctantly shared.  In another call I shared my discomfort with the Ting representative and was told they would never ask for a password! Then I was told the warehouse couldn't clear the phone and unless the warehouse was able to clear the phone I would be charged the full purchase of the replacement device.

 Every agent I have spoken with has been pleasant but every phone call has been frustrating and irritating. And the process does is still not finished. 

 It doesn't seem to me that it should be so hard for people as technically competent as taking customer service people have always been to be able to do whatever they need to to get the return phone either back in business or call it defective and absorb the loss.  that is kind of the definition of a warranty as I understand it. And good customer service, which I've always gotten from Ting, doesn't mean pushing problems back to the customer. 

Ting you're supposed to be calling me one more time this morning with some sort of conference call including myself and taking in the warehouse and my wife's phone and who knows what will happen. I hope will be done but either way this is not what I have come to expect from Ting.

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  • HI Phillip! I just checked in with Fernando whom you just spoke with and it seems as though we finally got everything sorted out for you. I'm so glad we got there and I'm sorry it took as long as it did. It seems as though every roadblock we could have come across, we did.

    I'm glad we've got it sorted out now and please do send us a quick email if you need anything else!

     

    Thanks!

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  • I'm glad you got a replacement.  Even though my device purchased through Ting started falling apart within a month, and I bit my tongue and tried to make thing work okay as the side bars got loser and loser, eventually it was bad enough I asked for a replacement, at which point they determined that due to "physical damage" they wouldn't replace it.  Never dropped, never abused, I've literally never had a device that has been handled and used as carefully as this, but they just showed me the door.  I recommend no one buy a device from them.  If you like the plans, bring your own phone from another source.  Any other major seller would have helped me on this, I'm quite certain of it.

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  • Hi Brandon, thanks for leaving your review. We are always interested in hearing about our customer's experiences both good and bad. We took a look at the emails that you sent and the device shows physical damage that is outside of the realm of a manufacturer defect and thus the warranty is no longer applicable. I know this is not what you want to hear and I can understand your frustration but with the state of the phone that it’s in, we would not be able to replace it. If you truly feel that this is a manufacturer defect we would recommend contacting the manufacturer to see if they have come across anything like this before. We appreciate your time and hope you have a good rest of the day.

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