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Tmobile JUMP - Beware

D

dad0118

macrumors member
Original poster
Sep 13, 2014
77
157
T-Mobile isn't letting me pre-order the iPhone 6 for two phones on my account even though both are JUMP eligibile. With all of the trouble I've had with the site over the last 2 days, I'll be cancelling and going to another carrier. See convo below. Any suggestions on what I can try next?


TatianaL: Pleased to meet you online, Dallaas! I will be your Chat specialist for today.

TatianaL: *Dallas

You: hi

TatianaL: I'm excited to hear that you're interested in the pre-order of our iPhone 6!

You: Hi, when I go to pre-order my Wife's phone its saying that I have to Pay Today: $359.91, it shouuld be $99 down

You: no there are not

You: I am ordering her the iPhone 6 Gold 64gb

TatianaL: After looking into this, the current EC limit for your account is $1940 however since there is a remaining unpaid balance for EIP of a total of $1550, the remaining EC balance that you can use for EIP is only $390. Since the device cost is $849.99, it went towards to the downpayment showing $359.91.

You: You all need to fix this. I had two phones with JUMP!. I used my eligible JUMP to upgrade my line last night. I am now trying to do my wifes.

You: I have been paying $10 per month since I signed up for Jump on both phones. Please check my account to verify.

You: Both phones should be eligible for upgrade

TatianaL: I understand, Dallas. Both phones are eligible for JUMP upgrade. However, the Equipment Credit Available is not enough to cover the second device. What I can best suggest is to wait for the completion of JUMP for the first line. Once the JUMP is completed, the EIP for line ending 0375 will close and remaining unpaid of $400 will be paid-off as well. The $400 will then add to the equipment credit available of $390, with this you'll be able to order the iPhone 6 with $99 downpayment

You: No - I was never told this upfront. Please correct my account. This is rediculous.

You: I am NOT waiting to complete the first JUMP to order the new iphone for my wife.

You: Your company has WASTED my time to an incredible level over the last two days.

TatianaL: My apologies for the trouble that this has caused you. However, the Current Equipment Credit Limit on your account is the the total amount of credit currently provided to you and is calculated by credit class and the number of active lines on the account and this cannot be change
 
Do you not know how jump works? You have to return your old devices to the tmobile store then you will get credit and you should be able to upgrade.
 
There's nothing on your account to correct. JUMP is basically a line of credit that's extended to you to pay off your phone in payments. That credit isn't unlimited.

It just so happens that whatever credit they've extended to you isn't enough to cover the balance of two new iPhones at $99 down, plus the leftover unpaid amounts from your existing phones on JUMP.
 
GUIZAR said:
Do you not know how jump works? You have to return your old devices to the tmobile store then you will get credit and you should be able to upgrade.
Click to expand...

Do you not know what customer service/TMobile/and the TMOBILE CEO have been saying? That you can pre-order using JUMP, and then once you get the new phone you have 20 days to ship your old phone back to them.
 
dad0118 said:
T-Mobile isn't letting me pre-order the iPhone 6 for two phones on my account even though both are JUMP eligibile. With all of the trouble I've had with the site over the last 2 days, I'll be cancelling and going to another carrier. See convo below. Any suggestions on what I can try next?


TatianaL: Pleased to meet you online, Dallaas! I will be your Chat specialist for today.

TatianaL: *Dallas

You: hi

TatianaL: I'm excited to hear that you're interested in the pre-order of our iPhone 6!

You: Hi, when I go to pre-order my Wife's phone its saying that I have to Pay Today: $359.91, it shouuld be $99 down

You: no there are not

You: I am ordering her the iPhone 6 Gold 64gb

TatianaL: After looking into this, the current EC limit for your account is $1940 however since there is a remaining unpaid balance for EIP of a total of $1550, the remaining EC balance that you can use for EIP is only $390. Since the device cost is $849.99, it went towards to the downpayment showing $359.91.

You: You all need to fix this. I had two phones with JUMP!. I used my eligible JUMP to upgrade my line last night. I am now trying to do my wifes.

You: I have been paying $10 per month since I signed up for Jump on both phones. Please check my account to verify.

You: Both phones should be eligible for upgrade

TatianaL: I understand, Dallas. Both phones are eligible for JUMP upgrade. However, the Equipment Credit Available is not enough to cover the second device. What I can best suggest is to wait for the completion of JUMP for the first line. Once the JUMP is completed, the EIP for line ending 0375 will close and remaining unpaid of $400 will be paid-off as well. The $400 will then add to the equipment credit available of $390, with this you'll be able to order the iPhone 6 with $99 downpayment

You: No - I was never told this upfront. Please correct my account. This is rediculous.

You: I am NOT waiting to complete the first JUMP to order the new iphone for my wife.

You: Your company has WASTED my time to an incredible level over the last two days.

TatianaL: My apologies for the trouble that this has caused you. However, the Current Equipment Credit Limit on your account is the the total amount of credit currently provided to you and is calculated by credit class and the number of active lines on the account and this cannot be change
Click to expand...

I would have asked to speak to a supervisor
 
Jump! and all these early upgrade programs have never sat well with me. You're essentially paying monthly for the "privilege" of upgrading early.

Can't you just sell your old phone, pay off the balance and then get a new phone with EIP? This of course requires a backup phone for the downtime in between owning the newer phones, but they can be had for very cheap on eBay/CL.

Dunno, just seems like a waste of $$. Not to mention you have to meet certain requirements to be able to upgrade. And the insurance provided with Jump! at least is laughable--$175 deductible for a new phone? AND I have to wait for it in the mail?

No thanks, Jeff.
 
scaredpoet said:
There's nothing on your account to correct. JUMP is basically a line of credit that's extended to you to pay off your phone in payments. That credit isn't unlimited.

It just so happens that whatever credit they've extended to you isn't enough to cover the balance of two new iPhones at $99 down, plus the leftover unpaid amounts from your existing phones on JUMP.
Click to expand...

They never mentioned the inability to JUMP both devices at once when I switched to T-Mobile. If I were to not return the old phones they would just charge me for the remaining balance at that time. They don't need to have the credit for four phones on my account at once for this very reason. I can't be the first person trying to do this.

Also, I have around an 800 credit score and plenty of income to be able to have a credit line high enough for four phones, but I believe the problem is I only have two active phone lines and they didn't see the need to give me more then ~$2k initially for an equipment line (I'm guessing here).
 
Update - went into the store and got it resolved... When upgrading(including preodrders) with JUmp the old eip is supposed to come off of your account. What a hassle. Now i hope that jump orders end up getting priority as the tmobile website states.
 
That is great that it is resolved. All Tmo customer's have a credit score as well as a credit limit. It looked liked your limit was reached in the middle of a JUMP with having multiple devices (New one and the trade-in). You can ask Tmo what your credit line is and that will help you make sure you know how much outstanding balance you can have. For the top tier customers, you get about $700 per available line (Not lines in use). So if your approved for 10 lines, you get about a $7000 credit line. If you only use 4 lines you would have plenty of credit to JUMP while having both EIP's on the account (until they credit the trade-in).

I am happy to see that Tmo publically made the JUMP customers a priority as they were not able to jump until 12 hours or so AFTER the initial pre-order launch.
 
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