Get Gephardt | Stories - Manufacturer Loses Customer's Product
Wednesday, April 23 2014, 09:23 AM MDT
Manufacturer Loses Customer's Product
(KUTV) Chris Spencer bought himself a new cell phone. He had to. The one he sent in for repairs he cannot seem to get back because his cell phone company, T-Mobile, says they never got it.

"I sent into their service repair warehouse in Texas," Chris told Get Gephardt. "It didn't get there. At least that's what they told me."

Chris can prove that he sent the phone and that it arrived because it was sent certified mail through the U.S. Postal Service and T-Mobile signed for it. The employee at the warehouse not only printed his name, he signed the address of the T-mobile warehouse. But now T-Mobile is ignoring Chris' evidence and has simply tells him that the phone has never arrived.

"Is a $350 phone really worth losing a loyal customer? Apparently it is to them," Chris said.

Frustrated after more than a month of fighting on his own, Chris decided to Get Gephardt.

Get Gephardt contacted T-Mobile on Chris' behalf, not through customer service but through their external communication's department. That department was able to do something no other T-Mobile employee seemed able to do: Find Chris' phone.

In a statement, T-Mobile wrote, "This was an unfortunate incident and not the kind of experience we would like any of our customers to have. We are happy to have resolved this."

Because Chris was without a phone for so long, T-Mobile agreed to send him a refund rather than a new phone. Chris got the refund Monday, two months after he first sent in his phone for repairs. In lieu of the delay, he has opted to keep his cell phone business with the new provider he was compelled to contact after the delays.

By Matt Gephardt
Produced by Stephanie Clemens
Edited by Aaron Colborn

(Copyright 2013 Sinclair Broadcast Group)
Manufacturer Loses Customer's Product

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