Ting's warrenty is worthless

My self and my Dad bought phones from Ting last June and about a month ago my Dad's phone would not charge anymore. I called Ting to see if it was still under warranty and they said that because it was less than a year old it was. The rep told me that they would send out a replacement phone with a return label and that we should package up the original phone with everything it came with. We told the rep we did not have the original box and all of the accessories anymore and they said it was not a problem and we would be charged for whatever we didn't have. The rep said that if we didn't send it back within one month we would be charged full price for the replacement phone. This all good through this point.

Today I was looking at my credit card charges and noticed that Ting charged me full price for the replacement  phone. I called in and after three phone calls it was determined that Ting could not accept the original phone under warranty because it was "too scratched up". This phone was used for about 10 months so it did have some normal wear and tear but was not beat up. I repeatedly asked to see pictures of what scratches they we referring to and then I was told that even if it had a single nick in it that would void the warranty.

Do you really expect a 10 month old phone to not have a mark on it? If the warranty is void if there is a mark why are the reps even offering to replace a phone that is that old and if they do shouldn't they make it clear that a single nick will cause you to be charged full price for the replacement phone? My dad is now has a $340 phone he can't afford. Ting has offered to take it back but only if it is in pristine condition. Even if he is able to return it successfully he will be without a phone while it is being processed and until his new phone arrives. I have a bad feeling we just got scammed into buy a $340 phone we didn't want.

It also infuriates me that I received no notification that there was a problem with the warrant claim from Ting. The only way I knew about it was because of the credit card charge.

 tldr; If you need to use Ting's "warranty" but your phone has a nick on it don't bother even calling Ting. Just by a new phone.

3

Comments

14 comments
  • Hi Brian. I'll be following up with you shortly via email as I wasn't able to get ahold of you by phone. A simple scratch or nick on a device likely wouldn't void the warranty, so I apologize if our agent was unclear on that. What he would have been referring to would be a return for a refund rather than a replacement under the warranty. We can't take devices back for a refund if they've been damaged in any way whatsoever, but a simple scratch generally wouldn't affect the warranty.

    As I said previously, I'm going to get back to you through email to discuss this further.

    0
    Comment actions Permalink
  • Just wanted to update this topic to say that Andrew got in touch with me today and was able to get this issue resolved. Thanks again Andrew.

    0
    Comment actions Permalink
  • You're very welcome Brian. Glad I could help.

    0
    Comment actions Permalink
  • For what it is worth I recently had to replace my Galaxy S3 under warranty.  I initially was going to let Samsung replace it but had called Ting to see about getting a loaner phone (on a suggestion from Samsung, wasn't really expecting it to happen but figure it couldn't hurt to ask).  The Ting rep said they could replace it and in less time Samsung would.  Anyway I told them upfront that there was a crack near the USB port..  I didn't mention a couple small nicks on the bezel.  Long story wrapping up Ting they replaced without a charge even when I dragged my feet on sending it back so that it didn't get back to them until after the cutoff date (I did call in an let them know when it would get there).

    All in all I have fount Ting's customer support to be awesome.

    0
    Comment actions Permalink
  • I recently had to replace my Samsung Galaxy S4 under warranty from Ting.  After reading in these forums, I was very worried that Ting wouldn't refund my money for the original one.  But I am happy to report that they did -- no hassle, all went well.  I am happy.

    0
    Comment actions Permalink
  • I will be sending in my phone also this week. I just spoke with the rep, and let him know that my GS2 is one month old and it will not even turn on. I am also worried about this process, but will report back after I have the whole story.

    0
    Comment actions Permalink
  • So far I am very impressed with Ting's customer service.

    0
    Comment actions Permalink
  • This has been my experience with any other carrier I've tried to warranty a phone under, they find a way out. Not saying Ting does this, but it is a common practice. On Verizon I even had a store clerk push on my screen causing it to crack while showing me what pressure cracks are, and despite causing further damage to my phone, did nothing.

    I have yet to call Ting customer service, but I'm a-okay with their pricing, I'll leave service to them, and my device to me.

    0
    Comment actions Permalink
  • Well, like I said earlier -- I was worried about how warrantee work would go, but Ting took good care of me and replaced my phone.  I was pleased!

    (I don't work for Ting -- I am just a satisfied customer.)

    0
    Comment actions Permalink
  • Thanks Valerie. We're glad we've been able to help  :)

    0
    Comment actions Permalink
  • Hi,

    I figured I would add this here as it is related. I am planning on purchasing 2 phones from Ting. We are both very sensitive to EMF and RF so we are going to buy the basic flip phone you offer. If after testing it turns out the phones emit too strong EMF during calls, can we return them and get our money back? Low EMF phones are hard to come by these days and flip phones are usually the best - but not always.

    Thank you

    0
    Comment actions Permalink
  • Hey Julien,

    You have 30 days from date of purchase to return the phone for a full refund. We often encourage people to buy a phone like this so that they can test the service to see how it works for them.

    If you're not happy with the service, or if the phone has too high an EMF/RF we will be able to return it for you.

    0
    Comment actions Permalink
  • Appreciate the quick reply, thank you!

    0
    Comment actions Permalink
  • Ting customer service is excellent! They honored the warranty without a problem!

    One of our phones stopped working after about 10 months.  Ting issued a replacement without any hassle.

    Thanks Ting!

    0
    Comment actions Permalink

Please sign in to leave a comment.