warranty exchange

Trinity Hester, 08 Mar. 2024 , 03:18am Hello, there is a $5 service warranty process fee on my bill that needs to be reversed.

T-Mobile, 08 Mar. 2024 , 03:18am Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 08 Mar. 2024 , 03:18am Let’s work on your request. [Read]

T-Mobile, 08 Mar. 2024 , 03:18am Transferring you to our live customer support team, who will be with you as soon as possible. T-Mobile may store this message. Learn more at t-mo.co/Privacy. [Read]

Trinity Hester, 08 Mar. 2024 , 03:19am I did not use the warranty and successfully returned the phone that was ordered, so they told me that i would not incurr fees

Trinity Hester, 08 Mar. 2024 , 03:19am [Image]

Trinity Hester, 08 Mar. 2024 , 03:19am Please remove the extra $5 fee. My bill is only $75 each month

Cedrick, 08 Mar. 2024 , 03:20am Hi Trinity, this is Cedrick from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Read]

Trinity Hester, 08 Mar. 2024 , 03:20am Thanks, i appreciate it

Trinity Hester, 08 Mar. 2024 , 03:22am Did you see my pervious messages about the $5 fee?

Cedrick, 08 Mar. 2024 , 03:23am I appreciate you letting us know about your concern and providing us a screenshot. [Read]

Trinity Hester, 08 Mar. 2024 , 03:25am Ok, can you take the extra fee off my bill please? Thanks

Cedrick, 08 Mar. 2024 , 03:25am Not a problem we're checking the charges carefully to cover it for you. [Read]

Cedrick, 08 Mar. 2024 , 03:25am May I kindly ask if what is the specific device that you returned Trinity?

Is this for the return of your new replacement warranty or did you return your current phone for the new replacement? [Read]

Trinity Hester, 08 Mar. 2024 , 03:26am It was a samsung galaxy s10
The return was the replacement phone through the warranty. I still have my original phone. I did not need the warranty and called the same day to cancel it.

Cedrick, 08 Mar. 2024 , 03:28am Thanks for confirming Trinity. No worries I'm checking it already for you. [Read]

Trinity Hester, 08 Mar. 2024 , 03:31am Ok

Cedrick, 08 Mar. 2024 , 03:33am I appreciate you for proving these completely details regarding with your warranty, Trinity. [Read]

Cedrick, 08 Mar. 2024 , 03:35am I just want to make sure that we resolve this completely and to avoid fees in the future. To confirm you didn't proceed with warranty exchange and you are still using your old device, correct? [Read]

Trinity Hester, 08 Mar. 2024 , 03:37am Correct. I cancelled the warranty service and am still using my original device

[Privately] Macarolyn, 08 Mar. 2024 , 03:40am More than two minutes! Acknowledge your customer.
You may ask probing questions, move forward question or use your saved underlying temp check spiel. (if applicable)
Buy time if needed or update your customer on what you are currently doing. [Sent]

Cedrick, 08 Mar. 2024 , 03:40am Gotcha! Thanks for confirming, Trinity. No worries! I am working on it already. [Read]

Cedrick, 08 Mar. 2024 , 03:41am While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read]

Trinity Hester, 08 Mar. 2024 , 03:43am Nope, i just want the $5 fee resolved

Cedrick, 08 Mar. 2024 , 03:43am Great news! I was able to track the warranty device and we were able to receive it already. Rest assured that you will not be charged for any fees on it. I am already working with your bill and cover the $5 on your account. Sounds great? [Read]

Trinity Hester, 08 Mar. 2024 , 03:44am Sounds good

[Privately] Khim, 08 Mar. 2024 , 03:46am Great! To set proper expectation if we process warranty on your device, there is a $5 on it, which is the processing fee. But no worries! We able to covere it already, since you didn't proceed with it. [Sent]

[Privately] Khim, 08 Mar. 2024 , 03:46am As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far? [Sent]

Cedrick, 08 Mar. 2024 , 03:46am Great! To set proper expectation if we process warranty on your device, there is a $5 on it, which is the processing fee. But no worries! We are able to cover it already, since you didn't proceed with it. [Read]

Cedrick, 08 Mar. 2024 , 03:47am As we represent T-mobile, we always aim to provide excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far Trinity? [Read]

Trinity Hester, 08 Mar. 2024 , 03:49am So far, the experience with t mobile has been a rough road. I had many benefits with sprint that tmobile is not making good on, and all t mobile stores near me are understaffed so that wait times for service are horrible.

Trinity Hester, 08 Mar. 2024 , 03:49am Thank you for adjusting the fee.

Trinity Hester, 08 Mar. 2024 , 03:49am Have a good day!

Cedrick, 08 Mar. 2024 , 03:49am No worries Trinity and I understand how you feel. I would like to take this opportunity to turn this experience around and if you don't mind me asking, how else can I be of help and is there anything I can be of service while you have me here? [Read]

Trinity Hester, 08 Mar. 2024 , 03:50am No thank you, that was all for today

Cedrick, 08 Mar. 2024 , 03:50am Did we take care of your reasons for reaching out today completely Trinity? [Sent]

[Privately] Cedrick, 08 Mar. 2024 , 04:03am Checking promotion that we can offer [Sent]

Cedrick, 08 Mar. 2024 , 04:19am We appreciate you answering our call, Trinity. As per what we had discussed via call that we will add HULU on your account and we are able to send you sms as well for the redemption link for it. We also discuss that you will be charge upon redeeming it but as an agreement we will cover it for you under bill credits.

For future reference you can use this link to check more about hulu.

https://www.t-mobile.com/support/plans-features/hulu

We here in T-Mobile, we are happy to help you resolved your concern today. Thank you and be safe! Bye now! [Sent]