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.