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^Dana J: Hi Tim , welcome to T-Mobile live Chat. I’m ^Dana and I will be happy to assist you. Please give me a moment to review your question.
^Dana J: Tim please give me two minutes to review your account.
^Dana J: Tim I see you have been a loyal member since 2003 and we really appreciate that.
tim fluhr: why thank you
^Dana J: I see your screen has stopped working what a shame.
^Dana J: I know you want to see you incoming and outgoing calls.
^Dana J: I will be happy to assist you. Tim.
^Dana J: When did this problem start?
tim fluhr: last evening
tim fluhr: while the phone was connected to the charger
^Dana J: Okay can you remove your battery please?
tim fluhr: when it finished charging i removed it and had no touchscreen response
tim fluhr: sure
tim fluhr: the battery is out
^Dana J: You can reinstall it now please and touch your screen to see if it is working.
tim fluhr: it is not working
tim fluhr: i did a hard reset last night also, and am stuck at the setup screen
^Dana J: Okay
tim fluhr: asking me to touch the droid, which i can't do because the touch functionality isn't working
^Dana J: Please dial *#06# from your handset and let me know what number comes back.
^Dana J: Can you tell me the color of your liquid indicator which is under your battery please?
^Dana J: Hello Tim are you there?
tim fluhr: yeah
tim fluhr: but i cant dial anything
^Dana J: Please dial *#06# from your handset and let me know what number comes back.
tim fluhr: how do i dial that?
^Dana J: I'm sorry your screen is not working.
tim fluhr: where is the liquid indicator?
^Dana J: Can you remove your battery and give me the fifteen digit imei number under your battery please?
tim fluhr: sure
tim fluhr: the p/n, s/n or imei?
^Dana J: The imei number.
^Dana J: I also need the color of the liquid indicator please.
tim fluhr: 355751022160591
tim fluhr: where is the indicator?
^Dana J: The liquid indicator is shaped like a oval on the right side of the battery wall.
tim fluhr: its white and red
tim fluhr: this is crazy
tim fluhr: tmobile pulls this all the time
^Dana J: Tim that indicates you have some kind of liquid damage. Unfortunately it is not covered under warranty, however you have insurance.
tim fluhr: this is a scam
tim fluhr: why does the phone have water damage
^Dana J: It's not a scam Tim I understand you are frustrated.
tim fluhr: if it has never come into contact with water?
tim fluhr: *every* phone I have purchased from you has had this happen
^Dana J: It could have came from a numerous of things.
tim fluhr: like every day use?
^Dana J: Do you take your device in the shower room?
^Dana J: Steam can cause it to have water damage.
tim fluhr: i put it in my pocket
tim fluhr: and if that is enough to make it break
tim fluhr: it is a bad phone
^Dana J: It could have came from sweat.
tim fluhr: from being in my pocket?
^Dana J: We don't sell bad devices Tim.
tim fluhr: then why have all of my phones broke?
^Dana J: You do have insurance.
tim fluhr: every single one
^Dana J: I am not sure why they broke in your pocket.
tim fluhr: id like to see what kind of threshold the liquid damage indicator needs to cross for the device to be deemed damaged by liquid
tim fluhr: is that information available to the public?
tim fluhr: what if the relative humidity is very high outside?
tim fluhr: i should probably know in what climate conditions I can bring my phone
^Dana J: Once it turns pink or red it is damage.
tim fluhr: oh i know
tim fluhr: but what is the threshold?
^Dana J: I'm sorry can you explain please.
tim fluhr: i would like to know how the indicator works
tim fluhr: at which point is there enough water for there to be water damage
^Dana J: If you indicator gets a hold of liquid or steam it will damage the device.
tim fluhr: the indicator will damage my device?
tim fluhr: or the liquid will
tim fluhr: ?
tim fluhr: there is liquid in the air around you right now
tim fluhr: always
tim fluhr: its called water vapor
tim fluhr: and it probably does not turn the indicator on your phone red
tim fluhr: i want to know at what point it does that
tim fluhr: so I know what kind of situations to avoid
^Dana J: Once it turns red or pink the device will not function properly.
tim fluhr: possibly i wont go outside after it rains
tim fluhr: or ever
tim fluhr: you're not answering my question
tim fluhr: how can i know how to properly care for my phone if I have no idea as to the limits of it
^Dana J: You can avoid any type of sweating when your device is on you.
tim fluhr: any sweating?
tim fluhr: should i not exhale?
^Dana J: You also can make sure to keep your device fully covered when it rains.
tim fluhr: there is much water vapor when one exhales.
tim fluhr: id like more tangible answers please
^Dana J: I am just trying to answer your questions Tim.
tim fluhr: my only question is what is the threshold
tim fluhr: and you havent told me
tim fluhr: there is a point at which the indicator is white
^Dana J: It could be from any type of liquid or sweat for steam Tim.
tim fluhr: then there is a point at which the indicator is red
tim fluhr: yes
tim fluhr: and i tell you that in the tmobile store when i go buy a new phone there will be water vapor in the air
tim fluhr: and the indicator will be white
^Dana J: Yes if it gets ahold of any of the issues I described it will be red.
^Dana J: If not it will be white.
tim fluhr: do you understand that there is water vapor in the air?
^Dana J: Sure but that won't mess up your phone unless it is raining.
^Dana J: You have insurance Tim that will cover it.
tim fluhr: can i get specifications on the liquid indicator please?
^Dana J: Tim any type of liquid or steam will cause your device to get liquid damage.
tim fluhr: that is not the case clearly
tim fluhr: the phone is in constant contact with liquid
tim fluhr: liquid is in the air around us right now
tim fluhr: and that will not turn the indicator red
^Dana J: Water vapors that you cannot see or feel will not bother your device.
tim fluhr: im telling you that I haven't put my phone into contact with water
tim fluhr: but the indicator says that i have
tim fluhr: so i need to know where the indicator and I differ
tim fluhr: where what is tangible to the indicator is intangible to me
^Dana J: We cannot process a exchange for you Tim however you have insurance to cover your device with a deductible.
tim fluhr: can i have specs on the liquid indicator
tim fluhr: please
^Dana J: The liquid indicator will turn red if it is exposed to water or any other liquid or steam.
tim fluhr: that is not a satisfactory response
^Dana J: I would love to explain it to you another way but that is the truth.
tim fluhr: do you think there is water vapor in the air around you right now?
^Dana J: I'm sure there are but I cannot see or feel them.
tim fluhr: ok
tim fluhr: we are making progress
^Dana J: Okay
tim fluhr: i feel as though i haven't exposed my phone to water
tim fluhr: though, the indicator feels otherwise
tim fluhr: right?
^Dana J: That's correct
tim fluhr: the dissonance here is between what I understand as being wet and what the phone understands as being wet
^Dana J: I am sorry you feel that way but we are not dishonest.
tim fluhr: if that is the case, i'd like to know what measurement the phone uses to decide "hey, I'm water damaged"
tim fluhr: im assuming these little stickers have some sort of control rating
tim fluhr: and at some set point, they turn red
tim fluhr: maybe at a certain relative humidity
^Dana J: The device decides that when the liquid indicator is pink or red.
tim fluhr: do you really not understand what I am asking you for?
tim fluhr: or are you just deliberately not telling me
tim fluhr: or am I not allowed to have this information
^Dana J: Once it turns red there wil be some type of damage to your device , in this case it is your screen unfortunately.
^Dana J: I am giving you the correct information Tim.
tim fluhr: at what point is it hot outside?
^Dana J: I'm sorry
tim fluhr: is 70 degrees hot?
^Dana J: Pretty much
tim fluhr: is 64?
^Dana J: Pretty much every one is different.
tim fluhr: 50?
^Dana J: Pretty much
tim fluhr: wow 50 is hot?
tim fluhr: ok that is fine
tim fluhr: what about 20?
^Dana J: It depends on the person.
^Dana J: That's cold
tim fluhr: let's say you are a heat indicator
tim fluhr: ok
tim fluhr: and for you hot begins at 49 degrees
tim fluhr: anything below 49 degrees would be what?
^Dana J: Cold
tim fluhr: ok
tim fluhr: and above 49 would be what?
^Dana J: It depends on the person.
tim fluhr: oh dear
^Dana J: I can give you Ascurions number if you like.
^Dana J: They will process the claim for you.
^Dana J: You can reach them by dialing 611 from your device or 1-800-937-8997 from a land line.
tim fluhr: im not sure i can dial 611 from my device dana j
^Dana J: Oh no that's not good, You can also file the claim on line. I will give you the link.
^Dana J: I am not sure if you can get it today from them, however we do have loaner devices in the stores .
tim fluhr: i would very much like a phone of some sort today
^Dana J: I will call the store. Give me two minutes please.
tim fluhr: thanks
^Dana J: .Can you verify your address please?
tim fluhr: 2625 N Whipple Chicago, IL 60647
tim fluhr: the store you're looking for is on elston.
^Dana J: Thank you give me two minutes while I check please.
^Dana J: I see the one on Alston Ave Tim. I will call them now.
tim fluhr: the deductible is 130 dollars
tim fluhr: this is unreasonable
tim fluhr: what good is the insurance?
tim fluhr: i can go get a new one for that
tim fluhr: Dana J I am not happy
^Dana J: Tim we have a loaner device at 2737 n elston ave for you.
^Dana J: You just need one form of I.D and a credit card.
^Dana J: Is there anything else I can assist you with today?
tim fluhr: yes
tim fluhr: i need to know the specifications of the liquid indicator on my phone
^Dana J: Tim Ascurion can explain it further to you because, any type o liquid or steam will give the device liquid damage.
tim fluhr: i don't want to talk with them about this
tim fluhr: please find out this information for me
tim fluhr: or tell me you won't
tim fluhr: its a very simple thing I'm asking for
tim fluhr: i just want to know how the liquid indicator works
tim fluhr: i want real data or specifications from the manufacturer
^Dana J: Due to the device being exposed to some type of liquid the device is damaged.
tim fluhr: dana j i understand that
tim fluhr: we dont have to discuss whether or not my phone is damaged
tim fluhr: i want some tangible information about the indicator
^Dana J: You can also call Ascurion.
tim fluhr: how it works
tim fluhr: i dont want to call ascurion
tim fluhr: i want a data sheet, or a webpage, or a whitepaper, or something
tim fluhr: describing how the liquid indicator works
tim fluhr: thats all i want
tim fluhr: and then I promise to leave forever
tim fluhr: and ever
tim fluhr: and ever
^Dana J: I cannot explain any specifications because I don't know how it occurred. I just know what happens when it does.
tim fluhr: you dont have to know how it occurred
tim fluhr: that is the job of the indicator
tim fluhr: i want to know how the indicator determines this
tim fluhr: can you ask someone to help you if you don't understand my question
tim fluhr: please
^Dana J: I can only tell you what happens when it turns red.
tim fluhr: i know that
tim fluhr: you are not a liquid indicator dana j
tim fluhr: the liquid indicator can help me understand why this has happened
tim fluhr: but in order for me to understand this, i'll need to know how it works
^Dana J: You can take your device to the store for verification of your liquid indicator Tim.
^Dana J: They will verify it for you.
tim fluhr: I know it is broken!
tim fluhr: i want to know why
tim fluhr: please let me speak with someone else
tim fluhr: im sorry dana j
^Dana J: Tim I have given you the only specifications we have.
tim fluhr: i somehow doubt that
tim fluhr: have a good day dana j

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