Months ago (March), I brought my HTC Touch in for repair at a Bell store. I have an extended warantee, and I was quickly told that the phone would be returned for repair (because it was outside the 1 year policy). 2 days later i received a call and a refurb phone had come in to the store for pick up. The refurb phone was still locked to another account holder and I left the store with the loaner phone. A couple of days later, a new phone came in. I once again went in to pick it up, the new phone would not turn on. After switching my number back and forth with their loaner phones, my account was frozen and inactive for 24 hours and after getting fed up of waiting, I called customer service myself. within 5 minutes the phone was working again. After returning from a trip outside the country, and without using my phone for 3 months, I recieve a voicemail telling me that I will be charged 299.99 for the repair due to water damage. I was unaware that these charges occured as I was already given a new phone - I assumed they had already checked the previous one. I called technical support looking for further information or proof of this incident - who knows if the phone had been tampered with after I left it at a Bell store? They tell me they will write a letter on my behalf. I'm offended at the lack of customer care and feel violated to what I assumed to be their warranty policy. I would much rather return the refurbished HTC Touch than pay for a new one.
The lack of information given to me by Bell Customer Service leaves me frustrated at the lack of service given. Instead, I was asked to confirm my identity several times during the phone call and further, once being hung up on and calling back - told that the first call had never occurred. Having been a bell customer for over 4 years, I'm insulted at this treatment.
I'm not interested in paying the 399.99 (upped from the 299.99 in the voicemail left by a bell representative) cited from a customer service agent. I'm offended that this type of treatment, and inability to gage this circumstance beforehand occurs to their loyal customers (even after paying for the warranty!!)
alas, after complaining to customer service and technical support, I am told that I will be receiving a call from a different representative within 72 hours. I will be awaiting said call, especially to see if they decide to call at all.
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