Tempo Wireless

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Dear Conciliation Department,
I am writing in response to the complaint filed by [redacted], J. [redacted].  In the complaint, Mr. [redacted] references a phone and plan he purchased for his girlfriend.  A few months later she...

contacted him on another phone stating that her phone didn’t have a signal.  Tempo told them they would need to call [redacted], they stated it was nothing with their network.  He called Tempo back and they discussed potential issues with the phone.  The agent told him that the phone should have a warranty for repair so he shipped the phone.  After two weeks, they looked at the phone, they tried to unlock it and caused it to be jail break.  He is requesting a refund for the $300 phone.Tempo mailed this customer a locked [redacted] device on June 22, 2015. A locked [redacted] device means that its locked for [redacted] Service only, she activated the device on June 25, 2015.   According to the usage reports in June, the customer had 821 text messages and 603 voice minutes. In July, the customer used 3,109 voice minutes, 2,141 text messages, and 2GB of data. In August, the customer used 3,121 voice minutes, 954 text messages, and 1,005 MB of data.   
On August 25, 2015, two months after receiving and using the device, the customer called to report that the device has no signal or any information that is normally stored in the device, such as the serial number of the device. The serial number should show in the settings under ‘ABOUT PHONE’ if the device is locked. We were unable to reset the device over the phone due to the missing information so we suggested the customer send in device so we could look at it. Once the device was received we were able to determine that the device was unlocked.
In summary, Tempo never tried to unlock the device in house.  We received the device and determined it had been unlocked because of the information missing.  It is not completely uncommon to have customers try and unlock our devices so they can use the device on another carrier’s network. Unfortunately, unlocking the device voids the customer’s warranty. As explained to the customer, we will not reimburse them for the phone.
If I can provide additional information, please let me know.Sincerely,  
[redacted]
Sr. Manager, Legal and Regulatory
2323 Grand Suite 925Kansas City, MO 64108
[redacted]
Office – ###-###-####