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jshelton1988
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Joined 7 months ago
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Be Careful when returning defective gateway routers
We've been home internet users for right at a year now. Ever since we got home internet through T-mobile, we have had issues with internet going out periodically. Generally, an unplug and wait for a couple minutes would solve the issue. About 3weeks ago, the internet went out and never came back on. We went roughly 24 hours without any re-connection, so I contacted T-mobile, went through all the troubleshooting steps, and they agreed to send a new gateway. The old gateway sat on top of my 6 ft tall ikea cabinet the entire time we had it, only being touched when we needed to reboot it. Once the new gateway arrived, I took the old one in the box provided and returned it to the local T-Mobile store. They packaged it up and sent it off. Today, I received an email stating my old gateway was damaged and I would be charged $79.00 on my next bill. I contacted a rep and they were able to send pictures of the "damage". I explained to the rep that this gateway is never touched, never been dropped, etc., so how in the world could it have been damaged?! They responded with "Well that's why we recommend returning to a store" which I told him again that I did return it to a store and everything was open/unboxed for them to inspect. The best excuse they could provide is maybe it got damaged in transit and I'm still on the hook for this charge…. LONG STORY SHORT…Take photos of your gateway if you have to return it. Photograph every single side of it, and return it to a store and have them visually inspect the gateway as well. I know well this thing was in pristine physical condition. The only thing wrong with it was whatever software issues it had when it was sent to us. The second photo in this post is the "Gross Physical Damage" that they claim is worth the $79.00 charge…. ¡Gracias T-Mobile!
