[HTC Sensation] graffixnyc:
You all dont have ANYTHING on my TMO horror Story... I first want to say I have a post paid account for over 6 years and a newly opened flexpay account (what I'm using the sensation on) and I have a HORROR story. Basically I had to file and insurance claim because of liquid damage. For the couple of days I was waiting for my claim to process and get shipped I used my unlocked unbranded euro/asian sensation. until my replacement arrived. So it arrives and I turn it on and notice these 4 or 5 vertical digitized lines on the top right of the screen. I call Asurion right away. I hear a message saying "If you are having problems with your replacement press 1" so I press 1 and then another message giving me TMO's number to call. So I call them and get transferred to flex pay. I tell the guy the issue and he tells me I have to contact Asurion. I told him that I did and the message Asurion gives says if you have any issues with the replacement to call you guys. He then tells me my phone is unknown and is not under warranty. I explain I was using a phone for a few days before this replacement that was probably the unknown one. I give him the IMEI for the new phone. He insists it's not under warranty and I have to contact Asurion. I ask for a manager. He first tells me one is not available and I tell him I will wait. He comes back every couple of minutes to tell me he is still searching for a supervisor and that it will be a while. I tell him I had all day. This goes on for over 20 minutes. I finally tell him I'm calling TMO's corporate office on my other phone and in 2 minutes a supervisor gets on the phone. He repeats the same thing this guy tells me. I argue with him. Then he says it wouldnt be covered under warranty because it's physical damage.. I tell him it's not physical damage and he hangs up on me. I could tell I at this point I was talking to people in the Philippines.

So I call Asurion. I speak to an agent there and he tells me that TMO has to process the exchange as they no longer deal with that. As of Oct 13th of 2010 phones dont come from Asurion, they just pay for them and they are shipped from a TMO warehouse.. So he conferences TMO on the line. We get a US Tech Support Agent. We explain everything to him and he seemed to know the new policy. He said it clearly was a warranty exchange issue and they would get it taken care of for me, but since I was a flex pay customer he had to transfer transfer us to flex pay. We get to flex pay and the guy from Asurion explains everything. This time I could tell we reached an indian call center. The woman tells me the same thing the first guy at the start of this told me. The phone isnt under warranty and that I'd have to go through Asurion. The Asurion Rep tells her that before oct 13th that Asurion would process the exchange but now it's TMO's job and how can a phone that came from their warehouse not be under warranty. We fight with her for a good 20 minutes and ask for a supervisor. The supervisor tells us the same damn thing. He even tells her where to look in the system for the new policy and she doesnt pay attention to him. She hangs up on us! We call back and speak to another agent in the US, She tells us yes it's clearly a warranty exchange but fflexpay has to do it. We tell her what happened the first time and she agrees to talk to them first. She puts us on hold and talks to them and comes back and tells us, then transfers us to flexpay. Then we tell the indian agent everything again and she tells us the same thing. The phone is unknown and is not under warranty. So I had a bright idea. Let's activate a new simcard I had and see if it picks up the new sensation. We do that and it does! YES FINALLY!! Right? WRONG! She processes the warranty exchange and later that night I log into tmobile to check the status of the order. I see tracking info at top and a delivery date of the next day! GREAT!!!! Right??? WRONG.. I scroll down to the item that's being shipped to me... a FU**ing MYTOUCH 4g!?!?!?!?!? I call them up right away. Explain the issue to the agent he puts me on hold for over 30 minutes and is unhelpful. I ask to speak to a supervisor.. what does he tell me to do? CALL ASURION! WTF?!?!?! I ask to cancel my account and he transfers me to someone in america. I tell him the situation and he tries to help me. He goes to process the order and it wouldnt let him. He said he knew why and it was something to do with the order for the wrong phone. He tells me he will make a follow up note on my account and call me the next day to complete the order. The next day comes... no call.. So I call flex pay again... I tell her the situation and what does she tell me?? My phone isn't under warranty, to call Asurion. I explain everything we went through the day before. She refreshes her system and sees my phone is under warranty. She goes to process the exchange and I'm happy.. Everything is fixed right?? WRONG She gives me the order #. I go home and realize I forgot it at work, So I call in to get it. She gives me an order number and I ask if she is sure she is looking at the right one because there was another order on my account that was a mistake. She tells me the order she is looking at is for a HTC Sensation and that I should have it by July 7th. So sunday july 3rd rolls around and I check my.tmobile and I dont see any order there like I did when they sent me the MT4g, so I call and guess what?? She cant find the order!!! She then tells me what? I have to contact Asurion!?!?!? Are you fu**ing kidding me?!?!?!? So I ask to speak to a supervisor and get put on hold for almost an hour! A supervisor gets on the line and she cant find it. She then tells me I have to contact asurion. I get upset and I tell her no I dont, that THEY did the order for me. She asked if I had the order number but I didnt have it at that moment. She said she would have to put me on hold and you know what she did? She transferred me to asurion!!!!

I cannot believe this ordeal! NEVER have I had ANYTHING happen like that with my post pay account. I seriously no joke wasted at LEAST 5 hours on the phone trying to get this corrected and it's STILL NOT!

So top that! Sorry for the long post but had to get this **** off my chest.. I'm seriously thinking of switching to sprint because of this :mad:

I stopped by my office on sunday night and picked up the order # the 2nd woman gave me when she placed the correct order. I get home and guess what? It's the SAME EXACT order number as the order for the mytouch 4g