Hello, I'm hoping someone can answer my confusion/question.
I recently bought two phones, paid in full along with new voice/data services. My Galaxy S4 for my wife was in perfect condition and have no complaints, but my HTC One came with a dead pixel near the bottom of the screen (everything else is fine). Normally, I would say whatever, but I just spent a good amount of money and will not accept anything that has an obvious defect.
Anyway, when I bought the phones T-Mobile had a promotion where each of the phone was for $552 and that was the price I had paid. I'm trying to receive a replacement unit from T-Mobile, but the stores will not help me since I bought it online (stores did not offer the promotion), and the phone service folks are saying that the best way to order the replacement is:
- Order a new device either by installment payment or paid in full
- Once received, return the defective device and the refund will be issued within 30 business days
Here are my issues:
- When I called, the service reps acknowledge that I'm in the "remorse period" and I am entitled to a new device but since the price of the phone is "subject to change at any time" I will have to pay the current price of $600 to get the new device shipped out to me.
- The above is justified by the customer service rep by saying that it is due to system limitation and that an order is tied to a SID of a device so there is nothing that they can do. That's fine, but why can't you make the customer whole by crediting them the $48 on their next bill? I received a bad device from T-Mobile, and want to exchange the device but will have to pay an extra $48 from the original price that I had paid because of system limitations?
What are my options here? I really do not want to raise a fuss over $48 but it's just unethical in my opinion. Why can't T-Mobile make the customers whole for shipping a bad device? It's already a huge inconvenience for an online order to not receive the level of service from the stores.