Your on-line JUMP! service is garbage.
I recently upgraded my device using the on-line Jump service. Everything seemed to go well and I received my new device a few days later. The new device came with a poorly padded envelope and a single piece of paper with no instructions about mailing the old device back. I filled out the required information regarding the device I was sending back.
"Is the device damaged?" No
"Does the phone turn on?" Yes
"Is there water damage?" No
Blah Blah Blah..
I promptly sent the device back in order to receive my "credit" which would pay off the remaining balance on the old device. Two weeks go by and I start getting text messages from T-mobile stating the device was never received.
I contacted T-mobile and spoke with a representative who informed me it takes a long time to receive devices and to just wait it out. Meanwhile my bill is due and I get charged the monthly payment for the old device as well as the new device I just received. This was brought up with the next representative I spoke to, with their response being "don't worry, when we DO receive the old device your account will be credited."
Another week goes by and I finally receive a text from T-mobile, "Hope you are enjoying your JUMP! upgrade. Call us at *
for important information about the device you recently mailed." The number I contacted turned out to be their Damaged device claim service. I now find out the device was damaged during transit and I need to file an "accidental damage claim" and pay $150.00 in order for them to replace the broken device and clear the remaining balance from my account. The representative I spoke to this time told me to contact T-mobile and dispute my claim.
Back on the phone with T-mobile again.. This is where it gets fun... The rep I spoke to informed me I SHOULD NOT have used the on-line JUMP! option because there is no way T-mobile can verify the device is in good working order when it is sent out.. MIND BLOWN
... Why would T-mobile offer an on-line JUMP! option if their intention is to make you pay for damage done to the device (in transit) you can't prove was not done before it was shipped? I was also told I could contact UPS and find out why it was damaged.. No no no, T-mobile, YOU contact UPS and find out why they broke your device. Thank you, T-mobile for wasting my time and money trying to resolve something you need to address immediately.
I sincerely hope no one else has had to deal with this, as I am still hassling with either T-mobile or the claim center. Please figure out a better way to handle these situations +T-Mobile
, don't just dump me on the claims center and automatically file a claim for me. (which was done more than once..) for something which was out of my control.
My advice to anyone using this service is, don't. Lesson learned. Thank you life..