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Topic Review (Newest First)

  • 02-13-2006, 05:00 PM
    bigbuck09
    Sorry I couldn't understand you either, fortunately my words are just fine, and I assume that you've never been with VZW...

    All Im saying is that VZW reps are more concern to the accts holder becuz of "WORRY FREE QUARANTEE POLICY" than T-Mobile does is what I mean is all you need to know..
  • 02-11-2006, 06:14 PM
    Renée
    Im sorry buck, but i dont understand not one sentence of what you wrote. Do you think you can rephrase it?

    Well I wish T-Mobile need to act similar like VZW as Worry Free Guarantee Policy
    u wish tmobile need to act similar to vzw as worry free guarentee policy?? huh???

    at VZW always take everything responsbility of ur acct its their to worry about it not the VZW customer, and they always include return shipping label in case that phone is defective or any kind of reason

    always take everything responsibility of your account?? what???

    ok instead of re asking what every sentence is suppose to say, do you think you can re type that correctly?? Ive tryed reading that severeal times and tryed guessing what it could mean and STILL have no idea.. ???
  • 02-11-2006, 05:23 AM
    bigbuck09
    Well I wish T-Mobile need to act similar like VZW as Worry Free Guarantee Policy.. at VZW always take everything responsbility of ur acct its their to worry about it not the VZW customer, and they always include return shipping label in case that phone is defective or any kind of reason. Well recently I became T-Mobile customer.. I never been feel toooo royal to T-Mobile ever since I've been with.. .T-Mobile representatives, never give me any reason, or optons, or more to be helpful, everything goes to my thought in order for them to answer question.. mostly time never sound too consider regarding to accts unlikely one of VZW since I love their Worry Free Guarantee Policy of theirs. Its not easy to be dealt with T-Mobile.. its all too different to me than Im much more used to VZW and always been feel toooo royal for VZW.
  • 02-08-2006, 01:43 PM
    T-RODRIG30
    Ievita, I am sorry. I myself, have not dealt with this issue head on inside my store. If I did come across it, I'd probably do a master reset right after doing the basic steps (power phone off, remove battery, remove sim card, re-assemble, power on).

    If this did not work,
    and you were within the 14 day return policy,
    I'd give you the option of exchanging your phone for a different model.

    If it were past the 14 day return policy,
    and customer care left notes on the account about you having this trouble,
    and it was less than 1 month since you've bought your phone,
    and you still had your original box and receipt,
    and you did not (pardon my bluntness) strike me as the type of person that complains when a hair gets on their phone (or just wants a free phone),
    I'd ask my manager if we could exchange it outside of the 14 day policy for a different model.

    That's just what I would do. It would totally be left to my manager's discretion or she may leave it mine. I would suggest digging up the receipt and seeing if the original salesperson you bought the phone from will be willing to exchange it. Do not deal with anyone else except for your original salesperson. Your original salesperson and you already created a relationship. It's harder to be helped by someone who you have no relationship with. To have a better chance at an exchange for a different model, take your receipt and original box. Do not expect to walk out with a new phone, especially if it's been over a month. The original salesperson cannot bend the 14 day return policy, unless the manager leaves it to their discretion. I really hope your issue gets resolved.

    Also, while the AIM feature freezing up may not be listed as a known issue to customer care or retail, it could just be that tech support hasn't informed us about it yet. I will check the Known Issues for the Nokia 6101 tomorrow when I get to work.
  • 02-08-2006, 12:16 PM
    ievita
    rr,

    btw, since you work for t-mobile, would you know if there is any way to fix this problem? there has to be a way to reset or reinstall the application. is there a solution for this bug? i do like the cell phone plan and the phone but also need the ability to im (that was a main reason why i selected this company and unit).
    thank you!
  • 02-08-2006, 12:10 PM
    ievita
    rr, thanks for the reply.

    i understand what you are saying but do not agree with a policy of charging a customer for replacing a defective unit during the warranty period. i should not have to pay any part of getting a fully functional phone, especially if they know it is defective. if the company knows that a unit is defective, it is their responsability to refuse to sell it, or to warn their customers of any known issues, or to pay any and all costs to make sure customers have what they are paying for. the fact that this company is rated highest in customer service and that their rates are the best still does not make this right.
  • 02-08-2006, 09:09 AM
    T-RODRIG30
    ievita, $9.95 for shipping out a replacement phone is a wireless industry standard. Just about every cell phone company charges a shipping fee. I apologize for one employee telling you one thing, and a different employee denying it. From experience, I can tell you that T-Mobile really does care about it's customers and it's employees.

    I'm sorry about the shipping cost, but consider the good with the bad. You've already been shipped out 1 replacement phone at no charge. It'd be a bummer to leave T-Mobile, which offers better rates and better customer service over a $9.95 shipping charge and 1 employee. Remember that if you needed a replacement phone with a different company, you'd have to pay $9.95 shipping charge as well. In the past, T-Mobile did not charge a shipping fee for sending out replacement phones, but started to do so in September of '05.

    Please visit the JD Power website to see how T-Mobile stacks up vs the competition in the Customer Care department. T-Mobile just won it's 3rd consecutive JD Power award for Customer Care. JD Power and Associates
  • 02-08-2006, 08:13 AM
    ievita
    an update... t-mobile sent me a new nokia 6101. i returned the old unit and received a credit for shipping. 1 month later i have had the exact same problem with yahoo im. according to t-mobile's tech support, this is a known problem with these phones and new units of the same model do not include aim because they can't fix it. after much talk and trying different ways to release the freeze, i was transfered back to customer service and was told that my only solution is to accept a new unit. but this time i would have to pay 9.95 for shipping. WHY??? i talked to a manager and he denied that this was a known issue, but even if it were, i would still be responsible for paying to have my phone, which is under warranty, replaced! they also refused to replace my phone with a different working model. i am very upset about the unfair approach of t-mobile, their poor customer service and lack of informed representatives. i can't wait for my contract to be over. this is the worst cell company i have ever dealt with and will never use it again and seriously recommend anyone from using it. i am also filing compliants with BBB and FCC. i will not pay to get another of the same phone because this problem is likely to happen again. there has to be a way to fix this.
  • 02-06-2006, 05:59 PM
    B-Roll
    I JUST started receiving this message on my phone when I try to use AIM. This topic is old, so hopefully there are some answers now?? Please help.
  • 12-22-2005, 09:19 PM
    ievita
    and spent quite a bit of time with their tech support trying to figure out how to fix this same problem. they claim to have never heard of this problem and do not have it documented as a known issue. they offered to replace my phone with a new unit but i would have to pay for shipping! i asked to speak to a manager and told them i would file a complaint if they made me pay for any part of getting a fully functional phone after just a month of use. they agreed to credit the cost of shipping.... wow!

    after finding out that other users have experienced the same problem with im on this phone, i am worried that it will probably happen again with the new one. i also find it hard to believe that they have never heard of this???

    the problem on my phone started after i tried logging into aim thru the menu option one day while traveling by train. before the phone finished connecting to aim, my train went underground, so it may have lost connection while initializing. i got a couple of error messages which i do not recall exactly... something about not being able to connect to the service.

    now, the aim application is permanently frozen on my phone, and doesn't give me the option to log out, scroll up or down, exit, select options, etc.

    i've been searching for answers on t-mobile, nokia and internet and general without success...
  • 11-13-2005, 06:04 PM
    015179
    So its not just my phone. YAY sorry lol. But yea i haven't had time to take my phone back to t-mobile yet.
  • 11-13-2005, 06:02 PM
    brownguy786
    i just recently got a nokia 6101 like yourself and am having the same problem with the instant messaging service. worked fine first couple of days then all of a sudden it won't let me sign on to any of the services (AIM/ICQ/Y!). I do remember getting some java.lang error but the message was too long and I ignored it assuming it was something probably minor but since then the IM'ing hasn't worked....not sure what to do at the moment.
  • 10-22-2005, 04:33 PM
    015179
    I recently purchused a T-Mobile To-GO 6101 Cellphone, and love it. The only problem i am having with it is that for about a week the Instant Messenging worked fine, then all of a sudden whenever i would try to log into any of the messengers, AIM YIM and ICQ, i would get the message "Request Not Completed". Does anyone know how to fix this, or if i have a defective phone?

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