Apple Trade In Trade Up Program

magenta6722092

    Traded in an iPhone 7 in perfect condition when I purchased an XR. Received a text message on Saturday which said "We found an issue with your Apple iPhone 7 and the quote has been adjusted to $0.00. Action is required by 11/16/18. For further details, go to t-mo.co/mytradin5." When I go to the link, it says "Your assessed value has changed, please view and accept the new value before we proceed." When I click the link to view the value, I get this message: "Thank you for your trade-in. Our systems are currently not available to retrieve your trade-in information. If you placed a trade-in recently, please allow up to 48 hours for our systems to be updated with your trade-in information. Please try again at a later time." It's been 96 hours and still no value. My daughter and son traded their iPhones and received identical messages today. All our phones were in excellent condition - what the heck is going on with this trade-in promotion???

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      • magentatechie

        Re: Apple Trade In Trade Up Program

        A lot of folks have been seeing the same lower trade-in value for their devices but as long as the IMEI entered at the time of the trade-in matches that of the device that is received at the warehouse, your credits will apply appropriately.  If you have any concerns about your eligibility, you should reach out to care and request that they check on your promotion status.  You can also check this by logging in to your T-Mobile.com account>PLAN (tab at the top)>Scroll all the way to the bottom and click VIEW YOUR CURRENT PROMOTIONS.  Select the line in question, and you should see your promotion there.

        1 of 1 people found this helpful
          • magenta6722092

            Re: Apple Trade In Trade Up Program

            Just finished a discussion with a rep who told me the Find my iPhone feature was still enabled. I told him I turned off that feature and erased my phone before shipping it. He said there's one more step - I had to log onto the Apple icloud and remove the phone from my account. Here's the instructions they sent me:

            "How to disable FMiP Activation Lock

            You should always turn off Find My iPhone and erase your device before selling them or giving them away to ensure the new owner can activate and use the device normally. You should also confirm that Activation Lock is disabled by signing a device when purchasing second-hand devices.

             

            1. In a web browser, visit http://icloud.com/find and log in with your Apple ID.
            2. Click All Devices, then click the device you wish to disable Find My iPhone on.
            3. Click Erase iPhone or Erase iPad.
              Note: For Apple Watch, click the (X) next to your device.
            4. When the device has been erased, click Remove from Account
              • This procedure is also for devices that will not power on or cannot access the internet.

             

            You can also learn more about this feature, and find additional steps to disable FMiP using another iOS device on Apple's Find My iPhone: Remove your device page."

             

            Wish they added this step in their original instructions.

              • tmo_amanda

                Re: Apple Trade In Trade Up Program

                Hey, magenta6722092!

                 

                That's incredibly helpful feedback that I will gladly pass along. Knowing that info could've saved you a decent amount of time and probably avoided a bit of stress when initially reading that your trade-in value has changed. It sounds like you were able to get everything taken care of with your TEX team over the phone. Thanks a million for following up and again I will be passing along that feedback to make sure others don't run into the same issue.

                  • magenta6722092

                    Re: Apple Trade In Trade Up Program

                    Thanks. It's still not settled since I received another text today repeating the original message. I was told that I now have to wait until my trade-in is reevaluated on 11/16 before the credit can be approved. Hopefully the find my phone feature has been deactivated on every platform.

                      • tmo_amanda

                        Re: Apple Trade In Trade Up Program

                        Gosh! I'm sorry this is being stretched out so much. I'm sure you'd just like to have the trade-in credit and be done. Thank you for letting me know. Keep me posted on what you hear within the next couple of days.

                          • magenta6722092

                            Re: Apple Trade In Trade Up Program

                            Just received the following message:” T-Mobile trade-in msg: We have not yet received a response to your adjusted quote of $0.00 for your Apple iPhone 7 128GB Black - T-Mobile with serial number 359214070302579. The adjusted amount will be applied and we will not be able to return your device. For details go to t-mo.co/mytradein8“

                            When I follow the link I get this message: Thank you for your trade-in. Our systems are currently not available to retrieve your trade-in information. If you placed a trade-in recently, please allow up to 48 hours for our systems to be updated with your trade-in information. Please try again at a later time.

                            This message has been the same since 11/3.

                            I‘ve contacted T-Mobile several times and been told that the matter would be settled when my trade-in is reevaluated on 11/16. What else am I supposed to do? My new bill isn’t due for 3 days so I can’t tell if I’m going to receive a monthly credit or not.

                              • dtownmj2

                                Re: Apple Trade In Trade Up Program

                                Tmobile Reps

                                 

                                Id like to add that I had the same issue.  I followed the instructions on the assurant return label slip to the tee, and i got a notification saying there was an issue with my trade in.  I had to call customer support for them to tell me what the issue was (got the "Thank you for your trade-in. Our systems are currently not available to retrieve your trade-in information. If you placed a trade-in recently, please allow up to 48 hours for our systems to be updated with your trade-in information. Please try again at a later time." message). 

                                 

                                The last step of those instructions above are not clear in the assurant return label steps.

                    • magenta6722092

                      Re: Apple Trade In Trade Up Program

                      After 2 1/2 weeks of uncertainty I finally received this message: “T-Mobile promo msg: The trade-in for line xxx-xxx-xxxx is complete and will receive a monthly bill credit for the 2018 Q4 Apple Trade In Trade Up promotion as long as you maintain eligibility & service.” T-Mobile really needs to review and update the messages they send to customers.