deepthought66

    I have five lines on my account - and I am fed up with the way I'm being treated by you guys. I traded in my iPhone 6 Plus for the iPhone 7, and THREE MONTHS LATER, STILL NO CREDIT - IN SPITE OF THE DEVICE BEING DELIVERED AND SIGNED FOR BY T-MOBILE. Look at the timeline of events below; I follow every single instruction that you guys give me, and yet I get the runaround? Is this what passes for customer experience at T-Mobile?

    • 9/13/16: Ordered iPhone 7 Plus via pre-order on 9/13 (with iPhone 6 plus as trade-in). Confirmed that when phone is delivered, all I need to do is to take the trade-in phone to a T-Mobile store for processing (chat reference # 742346101991612568)
    • 10/04/2016: iPhone 7 Plus Delivered
    • 10/08/16: Dropped off iPhone 6 Plus (trade-in device) at the T-Mobile store (Perimeter Mall, Atlanta). The store created a UPS label and shipped the phone out (UPS tracking # 1ZX13 92R9 09603 2602)
    • 10/12/16:Phone delivered to T-Mobile center in Coppell, TX. Signed for by E Roberts.
    • 11/02/16: Attempt #1: I didnt see any credit applied to my account for the next couple of weeks. So I decided to call. Spoke to a specialist (agent name: Ty C, Agent ID: 40542) who promised to research the issue and call me back on/before the 9th
    • 11/09/16: No phone calls from T-Mobile
    • 11/11/16: Attempt #2: Called T-Mobile back. Spoke to another specialist (agent name: Chiemi, Agent ID: 1271112). Specialist promised to resubmit ‘research request’ and that the research may take 7-10 business days. She then set up time to follow up with me on 11/25 @ noon
    • 11/25/16: No phone call
    • 11/28/16: Attempt #3: Called T-Mobile back. Spoke to agent (agent name: Steffany), who said she'd escalate once again to the Handset Research team, and that I should get a call back within 10 business days. If I dont hear back, that I should call her - i.e. Steffany - at xxx-xxx-xxxx.
    • 12/12/16: No phone calls back. So tried calling Steffany. No response from her either.
    • 12/14/16: Attempt #4: Called Steffany first. No response. Then called customer service. This time, spoke to Pamela, from Agusta, GA. She will send the info to her 'handset research rep' who has gone home for the day, and that she - i.e. Pamela - will call me back in 48 hours.

    Finding the phone in your warehouse is YOUR PROBLEM - NOT MINE. Stop giving me the runaround.

    FIX THIS NOW!!!

     

    Message was edited by: tmo_ amanda to remove contact info for an agent

      All replies

      • tmo_amanda

        Re: iPhone 7 Trade-in NIGHTMARE!!!

        Hello deepthought66!

         

        From the looks of it, the past couple of months have been far from enjoyable due to having to speak to multiple people about your phone being returned. I'm sorry this hasn't been simple. I'm going to send a PM your way so we can work together on getting this sorted out ASAP.

          • mikeschumann

            Re: iPhone 7 Trade-in NIGHTMARE!!!

            I'm getting the same run around.  I traded in 3 iPhone 6s and 1 iPhone 5s under the free iPhone promo.  The iPhone 5s trade-in worked fine.  I got the trade in credit and am getting the monthly credit as promised.

             

            Two of the iPhone 6s I got the trade in credit (one credit was slightly less than promised), but no monthly credit.

             

            The 3rd iPhone 6s trade-in, I got no trade-in credit or monthly credit (this was a new line ported in from AT&T).

             

            I called customer service a month ago and was told that this would get fixed promptly.  Just got my December bill and still not fixed.  Called customer service today, and got a run around that I wasn't eligible, because I didn't upgrade to the new T-Mobile One plan.  This was NOT part of the promo when I preordered the phones.

             

            VERY frustrating experience for a loyal T-Mobile customer to go thru.

              • tmo_lauren

                Re: iPhone 7 Trade-in NIGHTMARE!!!

                Hey! I just wanted to take a moment to pop in and ask if both of you are still experiencing the same issues? While I am hoping not, I'm happy to help if there is still a problem!

                 

                -Lauren

                  • mikeschumann

                    Re: iPhone 7 Trade-in NIGHTMARE!!!

                    Yes I am still having a problem. Any help would be appreciated.

                      • tmo_lauren

                        Re: iPhone 7 Trade-in NIGHTMARE!!!

                        I went ahead and edited your post to remove personal info, just as a heads up!

                         

                        We don't have direct account access on my team, for deepthought we were able to take a specific route since they had been working with the same individual. For you, what I would suggest doing is reaching out to T-Force, they unlike my team have account access as they have a secure channel for collecting verification. As long as they verify your order was placed in the window that didn't require the plan upgrade, they should be able to assist. You can find their info here on our contact page and are accessible via FB or Twitter. Contact Us

                         

                        You can link them to this thread as needed to avoid reexplaining your entire situation!

                         

                        -Lauren

                      • deepthought66

                        Re: iPhone 7 Trade-in NIGHTMARE!!!

                        I got two responses back from T-Mo - (1) call from Steffany - who was supposed to call me back with an update on the 16th (same as Pamela), but never did - SHOCKER!) and (2) from GregP via Twitter who said I should reach out if I still dont see the credit applied by the 27th of December (next Tuesday).

                         

                        Net, net - no my issue is still not resolved. I will post an update on this thread as soon as I hear back from T-Mo.

                         

                        My question therefore still remains - Why is it that you are delaying my credits even when the tracking number clearly shows that the phone has been delivered to you guys, and has been signed for by you guys. Why do I have to bear the cost/inconvenience for inefficiencies in T-Mobile's warehouse? Would T-Mobile be okay if a customer says "I won't pay the EIP because the phone you sent me is somewhere in my house and I can't find it". Obviously not, right? Then why is this reason acceptable the other way around?

                          • tmo_lauren

                            Re: iPhone 7 Trade-in NIGHTMARE!!!

                            While I definitely think it's wrong for the experience to differ from one channel to another, I definitely suggest remaining diligent with the Twitter team since you are already in contact with them as the written interactions leave no room for interpretation. All the info and promises exchanged are just right there and I find it to be a great tool for finding a resolution.

                             

                            Please keep us updated and I'll definitely be checking back in.

                             

                            -Lauren

                            • tmo_marissa

                              Re: iPhone 7 Trade-in NIGHTMARE!!!

                              Hey there - I know we're not quite at the date you've been advised to monitor your account for, but I wanted to just drop in and see if there had been any updates so far!

                               

                              - Marissa

                      • jgolden1013

                        Re: iPhone 7 Trade-in NIGHTMARE!!!

                        I am experiencing the same issue as well as my brother and my sister in law who I share an account with. Sent my phone back the first week of October and am still getting charged because apparently it takes two and a half months to check a device in. This has been a disaster, phone support has done nothing but try to get off the phone as quickly as possible with me saying they will find out in 15 days. It should not take 15 days whenever I have the tracking number and a confirmation the package was delivered. Why is it that customers have to hold up there end of the deal but a corporation can scam countless people and get away with it? This is not an issue isolated to me or my family, which becomes very clear on this site. I do not want to wait 15 days to not be charged again, and definitely do not want to speak with another support person that tells me the same exact thing again. We have made several attempts at fixing this issue - something that is 100% your fault to begin with, so why can't T-Mobile do their part? I would love nothing more than to send this iPhone 7 back, let you keep the 6s you lost, and switch to a different carrier. I have had nothing but issues with this service and I am certainly not the only one. FIX IT!

                        • cattrang

                          Re: iPhone 7 Trade-in NIGHTMARE!!!

                          I just do some research about this problem, Because It happen to me too. have been on the phone with T-Mobile for the last couple of weeks. Doesn't help at all. Apparently it happen to a lot of people. They just don't care since they can charge straight to credit ... and billed each month.

                          There a slickdeal thread somewhere about this specific trade in problem. We talk about Several iPhone 5 or 6 that didn't get the credit

                           

                          Should we have a list of all the people who been screw over by this

                            • tmo_lauren

                              Re: iPhone 7 Trade-in NIGHTMARE!!!

                              Hey deepthought66 !

                               

                              I see you tagged me, sorry for the delay in response while I have been out. Were you able to follow up with the Twitter team per my suggestion? The Twitter team should typically have pretty solid follow up since the entire correspondence is there written, it's definitely out of the norm not hear back and something we're happy to look into.

                               

                              -Lauren

                                • deepthought66

                                  Re: iPhone 7 Trade-in NIGHTMARE!!!

                                  Solved last evening by JannaP on the @TMobileHelp Twitter team.

                                   

                                  That said -

                                  NEVER AGAIN will I participate in any of T-Mobile's "trade-in" programs. For a company that has done several similar trade-in programs in the past, your process is pathetically antiquated. Think about it - based on my experience and those of others in similar threads on this site, your process has - labels with no tracking, no tracking once the devices have been received in your warehouses, claims of damages to devices when there are none, changes to trade-in values after receiving the devices, no return of devices in any circumstance, timelines that run into several months, etc., etc. In this day and age, this process is COMPLETELY UNACCEPTABLE. You guys need to find a way to fix this. Believe me - its a matter of time before this BS will catch up with T-Mo.

                                   

                                  As far as for me -

                                  Net, net, even though JannaP went out of her way and solved the issue (and she has my utmost gratitude for finally ending the nightmare), this experience has DEFINITELY soured my overall view of T-Mobile. For the first time in four years, I am considering porting out. As churn starts ticking up, maybe the bosses at T-Mo will finally pay attention to retention.

                                    • jtgolden1s

                                      Re: iPhone 7 Trade-in NIGHTMARE!!!

                                      Hi deepthought66.

                                       

                                      Can you explain what they did to fix your issue?

                                       

                                      Thank you!

                                        • deepthought66

                                          Re: iPhone 7 Trade-in NIGHTMARE!!!

                                          They gave me the credit I was promised (although they still haven't found the phone apparently).

                                          Note that I had - and still have - every single interaction documented, with reference #'s, dates, times, agent names & ID's, etc. in addition to tracking numbers, delivery confirmation, etc. Who knows? Maybe that helped.

                                            • jtgolden1s

                                              Re: iPhone 7 Trade-in NIGHTMARE!!!

                                              Thank you!!!! If we continue to have trouble we are leaving for a new provider. I am glad you got this worked out.

                                                • tmo_lauren

                                                  Re: iPhone 7 Trade-in NIGHTMARE!!!

                                                  I actually used to work with Janna! She's great. I'm glad she was able to resolve your issue, although I am sorry this was such a nightmare to get through. Because the Twitter team has such solid record of what was previously communicated (anyone accessing the interaction can see every response) between yourself and them, it's usually my go to suggestion for anything that's going to require any in depth record keeping.

                                                   

                                                  Again, I apologize and can't say I don't entirely agree that there needs to be more tracking accountability from a reo perspective. We do hope you still continue service with us and consider the decision to stay, although I do definitely understand this was a frustrating situation.

                                                   

                                                  Either way, if there is anything else I can look into for you, please don't hesitate to ask

                                                   

                                                  -Lauren

                                                    • dalessandro810

                                                      Re: iPhone 7 Trade-in NIGHTMARE!!!

                                                      In November I decided I wanted to upgrade my phone from the IPhone 6 to IPhone 7 Plus. I went to the local T Mobile Store to do the upgrade. The store didn't have the phone in stock and the store ordered the from the warehouse. I received the phone after few days, but the store ordered the wrong phone.  The store ordered me the IPhone 7 not the IPhone 7 Plus. I called T Mobile Customer Service to inform them and I will need to send the phone back, but I still want the IPhone 7 Plus. The Customer Service Rep told me to take the phone back to the store for the return and purchase the  IPhone 7 Plus at the store. I bought the phone back to the store the next day. The Rep at the store told me the customer service Rep was incorrect, I can't return the phone at the store I will need to send it back to the warehouse. The Rep at the store printed me the return label to send the phone back to the warehouse.  I also ordered the IPhone 7 plus since the store was still out of stock. I received the IPhone 7 Plus a few days later with no issue. After a few days I checked my  account to make sure the iPhone 7 was returned and process from T mobile. I saw that T mobile was still billing me for the phone and didn't credit my taxes I paid up font for the IPhone 7.  I called the  Customer Service Rep asking what is the status. I supplied the tracking number for the phone that was returned to the warehouse. The worker named MC Bride signed for the box.  The gentlemen on the phone told me he will process paperwork to have the phone credited to my account. it will take 5 days to complete and he would call me back. About 5 days later he called my cell phone and left a message that the phone was found and it will be processed soon. I called back a few days later because the account was still not credited. The new customer service rep told me he did not fill out the paper work correctly. She would need to redo the process and she will call me back in a few days. I waited little over a week and never received a phone call back. I called T Mobile Customer Service to find out want was going on with the status. The  T Mobile Customer Service told me that the paperwork is missing the reference number and will need to be resubmitted.  I was upset with the lack of knowledge with the Customer Service Team at T-Mobile, but I agreed to have the paperwork resubmitted. The Rep promised to call me back after 7 days with the update. After the 8th day and no call back I called Customer Service to find out the status of the resubmitted paperwork. The Rep told me the paperwork once a again was submitted incorrectly. I asked to have this escalated to a manger at this point. The Rep was very rude, she insinuated that maybe I didn't put the cell phone in the box. I told her if the box didn't have a phone inside, won't the worker alert someone of the missing phone. The T Mobile Customer Service hung-up on me in the middle of speaking. Once again I called asked to speak to a manger because of the rudeness of the last rep. The Customer Service when thought the information and engaged Ericka the manager in the call center. Ericka told me that the last rep didn't put any information on the paperwork that was last submitted. She also told me that the 1st rep should of told me it is a 23 days process to restock the phone.  Ericka told me she is resubmitting the paperwork and will escalate to the warehouse. She promised me that she will call me back on the following Friday.  On Friday I didn't receive a call back from the manager Ericka, I called the Customer Service team to get in touch with Ericka on the status. The Rep left a message for Ericka and she would call me back.  After the weekend with no call back. I called Customer Service team again to get in touch with Ericka hoping to have this resolved. The Rep emailed Ericka to please call me back. Ericka called me back clamming she had the wrong number, I don't understand how she had the wrong number because she had all my account information. She told me that the systems are delayed and she might have an update by next week. She will call back on Friday with an update.

                                                       

                                                      2/3 No Update from Ericka...After being a customer for 15 years or any customer should not be treated this way..

                                                       


                                                      I have a tracking number with the T Mobile worker signing for the box. its not my issue that T mobile lost the phone with their restocking process. I would like the phone removed from my account and credited my account for the taxes and the monthly payments for the phone. I've been a customer of T Mobile for 15 years and the amount of time I need to put into this issue is overwhelming. 

                                                  • jtgolden1s

                                                    Re: iPhone 7 Trade-in NIGHTMARE!!!

                                                    So we contacted T-Force last night through Facebook. It took them 4 hours--after 5 transfers, no lie--to tell me that the phone has water damage and you did not decline the trade in offer. Thing is, we never were given the option to decline the "water damage" offer. 4 hours last night on Facebook, it took 40 mins. for the last person to tell me when I should hear back. T-Mobile has lost a long term customer due to this.

                                          • jgolden1013

                                            Re: iPhone 7 Trade-in NIGHTMARE!!!

                                            The best part of this whole thing is that we have tracking numbers that clearly state when T-Mobile received the phone. That should be the end of the conversation. The customer service and chat is atrocious. I can understand if there is a resolution by the end but hours spent with no solution is more than frustrating. The excuse of an influx due to the holidays is laughable given the fact my phone was delivered in the middle of October. This company lives up to their name of being the "uncarrier" in all the worst ways. Every carrier has their drawbacks but they aren't outright scams. We do not need to open a new investigation, you need to take the phone off of the account and credit the past two months. It doesn't take an investigation to see you signed for it. If this hadn't been going on for weeks now  we wouldn't be so frustrated, fix it.

                                              • theartiszan

                                                Re: iPhone 7 Trade-in NIGHTMARE!!!

                                                Yeah. With the amount of reports of this happening, it is a bit troubling. From a business perspective, the fact that a delivery was made does not really prove that the device was received. Not saying that is the case here or that is what anyone has done. What is to stop people from just sending in an empty box and saying it was delivered and expect credit. This is why there is a need for the investigation to find the phone with the imei that was expected.

                                                  • mikeschumann

                                                    Re: iPhone 7 Trade-in NIGHTMARE!!!

                                                    The whole system is totally screwed up.  I traded in 4 phones.  One was handled correctly.  Two, I got the trade-in credit, but not the monthly credit.  The last phone, I haven't received either a trade-in or monthly credit.

                                                     

                                                    No one is returning my calls.  Nothing is getting fixed.  Unbelievable.

                                                     

                                                    I sent in my formal written notice according to the terms and conditions.  If this doesn't get fixed, I'm headed to Small Claims Court.

                                                • cattrang

                                                  Re: iPhone 7 Trade-in NIGHTMARE!!!

                                                  Update!

                                                  T-Mobile basically said you on your own on this they will not give me back my old phone. Nor give me the exchange credit for the I-phone 6 that I trade in since October. It's funny, they keep have those empty promise.

                                                  First they tell me it should be resolved by December, Then the end of January, February, and now March. Nothing happen.

                                                  Apparently this happen a lot more than you guy might think. They have the backlog of the case like this. Any it likely won't get resolved or iPhone credit. So...Warning for those trade in. Don't