vB Easy Archive - XBM and Out-of-Warranty Confusion

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XBM and Out-of-Warranty Confusion
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Posted by: dman081

I purchased a Cingular branded Nokia 6230 from a private seller in September, 2005. I believe the orinigal purchase date, or possibly the manufacture date for this phone was March or April of 2005.

Started having the customary Cingular freezing problems and got an exchange through XBM by telephoning customer support. Told them everything about the phone including how I purchased it and when. I was then offered several phones before finally accepting a NEW black Razr V3 as a replacement in October.

I've had the tea kettle noise that plagues Razrs for the life of the phone and have had enough. I want to do an exchange. However, somehow Cingular has no record of the Nokia 6230. All they see is that my original phone, a SE T637 which is most definitely out of warranty, was exchanged for the Razr in October. Aside from noting that the Razr exchange shouldn't have been possible since "my SE T637 was way out of warranty," Cingular CSRs have been no help.

Where do I go from here? I'm hesitant to do an online XBM for fear that I will be charged for exchanging a phone out of warranty. By reading their XBM terms, I can't really tell when I "purchased" this phone. Was it in September when I purchased the Nokia 6230, or was it when I received the NEW Razr in October?

I feel trying to convince the CSRs of the actual situation will just leave me frustrated (I have the T637 sitting right beside me, yes, the same one they maintain I sent in for the exchange, so I know I'm not going insane and their version of events is not correct).
*edited for spelling

Posted by: JDH2202

go to a cingular store tell them to put your razr imei on your account. give it a day (just to be safe) and call xbm again. if they still give you crap. hang up, call back. if they give you crap, hang up, call again. keep calling till you get what you want. you can get xbm to pretty much do anything. it just takes the right person, or the wrong person doing something they think they can

Posted by: kmac1914

Quote:

Originally Posted by JDH2202

you can get xbm to pretty much do anything. it just takes the right person, or the wrong person doing something they think they can

Words to live by!

Posted by: paul34

use the online XBM interface. No reps to hassle you there. I exchanged a N6682 via that method (I think my old 6230 is actually listed on my account), no problems.

Posted by: dman081

Looks like I got it all straightened out. Thanks for the help.

Before going to the store to request they enter my current IMEI into the system I decided to call XBM directly. Spoke with one of the most helpful CSRs I've ever had. She set me up with a replacement black Razr. I even explained to her my situation but I got the feeling she would have sent a replacement even without the explanation. She simply said the warranty on the Razr extends only through September, which is when I purchased that Nokia 6230.

Its funny, just when Cingular has almost pushed me over the edge, they go and do something like this and make me want to stay. I have to say XBM people are a whole lot more helpful than the regular CSRs.

I should note that she explained to me that all Razrs, regardless of color, show up on online XBM request as silver. If you have a black, you have to call and they must manually select a black phone as a replacement for you. Goes against what some others have reported - that Silver Razrs were being sent as replacements because they are out of stock of black.

Posted by: Rok3nIt

What is the website for the online XBM? Everytime I go there, all it says is the number for the on-the-phone service!

BUt I will agree. I made a trip all the way out of town to exchange my razr, all the woman could tell me is to call XBM. DUH! I <3 XBM people! They are nice and helpful, and they never give me any guff about how many times I have had to rely on them.

*(2nd w600i is messing up, this would be my fifth time calling)*

Posted by: dman081

You can just go through the Cingular website. After you login, its one of the little rectangular boxes on the right side of the screen - Exhange Phone. But, if you have a black Razr, you may have to call. They give you the number in that online process, though.