swagh1983

    Hello All,

     

    I traded in my IPhone 6 for the new IPhone 7 in September 2016 - where the promised offer was that eventually, my monthly device charges will be waived off in rebate. (IPhone 7 - Free offer). I availed this offer by calling in - and sent off my IPhone 6 back right away (and tracked that it reached TMobile as expected).

     

    Ever since then, and till date, I have not received any rebate on my monthly bill for the device charge. Here is my terrible experience:

     

    Each month (and i repeat - EACH MONTH), I have called up TMobile - after the bill was generated. Each time, they have acknowledged receiving my device. The first couple of months, they assured it was just a timing thing. After that, they started transferring my phone to some department, which each time 'assured' me that they will look into my issue and call me back within a week. Each time, I have NEVER received a call. I keep tirelessly calling each month - just to hear more lies - and more assurances. The best part is - each time, the representative looks up my call record - and assures me that he has done something 'different' this time to escalate it higher up - and that by next month, this HAS to be resolved.

     

    Been about 7 billing cycles - still waiting for a rebate that should have kicked off in 1-2 billing cycles. At one point, I discontinued my auto pay - but that just hurt me by causing excess charges - so I resumed it. I requested to discontinue - and return my device - and was asked to pay up the remaining device cost.

     

    I searched the forum and found many users with such experiences. Is TMobile seriously a A-Grade corporation claiming to be the top service providers? I am really surprised. All i see after I switched to them is - it feels more like a Scamming company with outsourced customer service - with no system to back their investigations.

      All replies

      • magenta1315517

        Re: IPhone7 Trade-In - Cheated

        Same thing.  It is now going on 8 months since I ordered my 7+.  I received the credit for the phone trade in, but never received any bill credits.  Every month when it's time to pay the bill, I call.  They are always nice and say it will be resolved THAT DAY.  Last time I called, they told me not to pay the balance on my account because they were going to issue me a $120 credit for the six months that I have not received the credits. My bill ended up being past-due for a week because the credit never came, so I paid the larger balance again.  I did not budget for a $102 phone bill every month and I was not planning to purchase an iPhone 7.  However, the amazing offer on the website seemed too good to be true and it was.  T-Mobile lied to iis customers and did not follow through.  In researching online, it appears that this is happening to hundreds if not thousands of customers and at this point, we need to start looking into filing a class-action lawsuit if possible.  I only purchased the iPhone because my monthly bill would not have gone up, but that was a lie.

         

        I have called so many times I lost count.  I do have a detailed log of all my calls though and what I was told.  Every time I have called since late October, I have been told that my request was being escalated, whatever that means, or that I will be receiving a credit that day or the next day, etc etc etc.  All we have been told are lies and excuses.  Enough is enough.  I am losing money that I did not have to begin with. That is called theft, and it is deplorable.  This makes me really sad, because I genuinely like T-mobile, the customer service reps, I like my phone, I have great coverage, and I love my plan, but this giant fiasco has completely embittered my feelings about T-Mobile.  At this point, I am considering switching to a different carrier and I will be reaching out to consumer-protection law firms to determine if a class-action lawsuit is something they would be interested in.  I think T-Mobile should be punished for the way they have mistreated their loyal customers, like you and me.

        • tmo_marissa

          Re: IPhone7 Trade-In - Cheated

          Hello, swagh1983, magenta1315517, and dogmeat26.

           

          I'm so sorry to read about the trouble you've had with this promotion.  I have to say, though there were definitely eligibility requirements to participate, on the surface it sounds like you've done everything necessary to participate and there is no good reason not to be reimbursed according to the promotion terms when you've made every effort to do your part.

           

          The Support Community is a user forum, and as such, we don't have the ability to review your accounts to determine what's happening here and what needs to happen to correct this issue.  What we do want, though, is for you to reach out to a team with secure individual account access so that we can properly escalate your account information to get to the bottom of what's happening here.  magenta1315517, in your case I am particularly puzzled - I know that there were system memos left in certain accounts to advise representatives and account specialists of pending back-credits; and I can't imagine why we'd encourage you to hold on your payment unless such a back-credit was forthcoming... I know it's only been a few days since your post, but can I ask when that call was?  Has your bill cycled since then (not the due date, but the actual cycle close date)?  Sometimes a credit doesn't post until the current cycle closes, and I'm wondering if this was the case.

           

          In lieu of working with our team, since we will gladly accept any feedback and pass it on (good or bad - it's all important) but have little course of action when it comes to resolving individual account issues, I'd like to recommend that you reach out to our T-Force team.  They're our social media care team, and you can contact them through DM or PM in Twitter or Facebook.  In that channel, we have a secure verification method so that we can actually get into your accounts and figure out what's happening here.  Another benefit of interacting in either of those channels is continuity - you can return to the same message thread for follow-up, rather than initiating a new call to check back or trying to ensure you're free for a call-back appointment. 

           

          I appreciate the time you've all taken to chime in on this thread, and ask that you please keep us posted on the outcome of any investigation T-Force is able to complete on your behalf.  We've had many users return with good experiences, and I sincerely hope that your cases will go similarly well.  Thank you again.

           

           

          - Marissa

          1 of 1 people found this helpful
            • magenta1315517

              Re: IPhone7 Trade-In - Cheated

              Good Afternoon tmo_Marissa (swagh1983 and dogmeat26),

               

              I want to follow up with you guys after taking Marissa's advice in reaching out to the T-Mobile T-Force team via Facebook Messenger.  For some reason, when I tried to search T-Mobile on facebook, nothing would come up in the search results (weird), but I came back here and clicked on the icon in Marissa's signature which led me to the page.  It took me about two months to finally reach out to the T-Force team because I have been busy with work/life, and every time I thought about reaching out, it just made me angry.  Basically, what I did was create an exhaustive timeline of everything I did, when I purchased the device, when I called T-Mobile, etc etc.  T-Mobile usually texts you a survey after each call so if you keep your texts like I do, you can see when each call occurred, also check your emails because sometimes they email you to follow up on a call.  I messaged my timeline to T-Force via facebook messenger (had to send it in small batches because it was too long to send as one message).

               

              My extremely long timeline of approximately 3,000 words had to be sent in 5 facebook messages, and I received a reply in 14-minutes asking me for time to read through it, and then a first on-topic response in only another 9-minutes.  I was impressed they were able to read through my exhaustive message in only 9-minutes.  Regardless, the first guy offered two potential solutions.  He was going to try one solution first and if that didnt work was going to try another solution.  Both were very fair solutions, but one of them was flawed as it would have still penalized me somewhat merely for going through this ordeal.  Another representative joined in after the first guy's shift ended, and she offered a different solution that was way above and beyond what I would have even asked for.  Her solution was very generous and honestly, was not "fair" in that I received more benefit from the solution that I would have if the promotion just worked as it should have. I agreed to the terms of her offer and they just told me that it should be reflected in my account within 24-hours.  Yes, we have heard this before, but at least if it doesn't work, I can go back to the same folks I talked with yesterday.  This has all occurred in less than 24-hours, from me sending the first message to receiving confirmation of a final solution that is well above and beyond what I could have asked for or expected.

               

              Like I said in my original post, I never wanted to leave T-Mobile because the customer service has always been superb (whether their efforts worked or not, everyone has always been cheerful, helpful and have tried to fix issues), the service is 99% everywhere I go (except this one spot in all of Atlanta that never has service), the perks with T-Mobile Tuesdays, etc... and their current facebook picture, all of it makes me feel valued as a customer.  So as frustrated as I was going through this ordeal, I still wanted to stick with T-Mobile, just with what I agreed to.  Enteewayz, I am happy now.  I am happy that I dont have to feel conflicted with being a T-Mobile customer.  They took care of me and fast.  Please reach out to the T-Mobile T-Force team so they can help you guys!!

               

              Thanks Marissa, you are the reason I found out about T-Force!!

              1 of 1 people found this helpful
                • tmo_marissa

                  Re: IPhone7 Trade-In - Cheated

                  magenta1315517, this made my morning! Thank you so much for coming back to update us. We're so glad you had a great experience with T-Force. I know that it can be super frustrating to be advised to reach out yet again when you've already been looking for assistance... but we really appreciate the effort you put in. Ideally, none of this would be necessary, and the promotion would work flawlessly without any extra contact needed. But when things go wrong we really do want to make it right. Thank you so much for giving us another chance!

                   

                  - Marissa

                • jtorrens01

                  Re: IPhone7 Trade-In - Cheated

                  I am not one to post complaints etc but this has to do with my money. I am having problems trying to get my iPhone 7 128GB AT&T carrier at the time trade in rebate from tmobile. They are trying to tell me the tracking number that they emailed me to is not affiliated to the return of trade. I don't under how I get a return shipment label from UPS from tmobile and they trting to tell me that the tracking number is for the IPhone 7 128GB I ordered from T-Mobile because I couldn't unlock my AT&T iPhone 7 128GB phone. I also have an email confirming that I was shipper addres not T-Mobile GRC therefore there is not way someone must of manipulated the system to change shipping information. Also, how is it that I have called several times before now and all the reps I have spoke to have said that I would receive the trade in rebate within 8 weeks none of them expressed issues with trade in till now. They said they were going to send some form to the back office or what not to see if they can find the phone. The rep I was talking was talking to me about other stuff that had nothing to do with what I was calling about it was like they were trying to throw me of the reason for my call. And No thhas nothing to do ETF rebate it has to do with the trade in device and yes it's 2 different things. I will for sure be following up on this issue with 16 days per the rep cause I either want my money or my phone back its not my fault there are incompetent and have to steal other ppl stuff.

                    • tmo_marissa

                      Re: IPhone7 Trade-In - Cheated

                      Yikes, jtorrens01 -- I'm sorry to read over your situation. We welcome feedback of any kind here, good or bad, so we appreciate you taking the time to post. I don't know if you had the opportunity to read over the previous posts on this thread, but we're not able to investigate individual account issues from this public forum -- however, we can definitely try to get to the bottom of what's happening so that you're armed with information when you contact a team who can review the matter.

                      You mentioned a UPS label -- but Return Merchandise Authorization labels (RMAs) are USPS labels, addressed to PA. If your AT&T device was shipped to our return center in TX with a UPS label, then we definitely need eyes on this to determine where the device is. Since that warehouse is set up to accept Buyer's Remorse returns and Warranty Exchange originals (defective devices being replaced through our supplemental warranty program) the warehouse may do one of two things when they receive a non-T-Mobile phone: they either return it to the sender, or they forward it to the correct warehouse in PA.

                      The 16 day timeline you were given would hopefully have been for a device investigation called a Handset Research Form. These forms aren't typically applicable in Trade-In situations, since they're sent to our internal TX warehouse and Trade-Ins aren't supposed to go there - however, in your situation, if I'm reading it right, that's exactly what's necessary. In fact, I might even go so far as to proactively send an escalation email to that team to make sure we're clear about why we're inquiring about an AT&T device. Did the representative you're working with mention an escalation process?

                      The actions we took should be noted in your account memos, but we're at a slight disadvantage here since we can't review those ourselves. I know you're waiting for an investigation that's already been launched, but if the description I'm outlining sounds familiar but we haven't already escalated the issue, we'd love to have you reach out to our T-Force team via FB or Twitter. In those channels we can securely verify your account and take a look at the memos to make sure we're on track to find this phone for you and get you the credit you deserve!

                       

                      - Marissa

                        • jtorrens01

                          Re: IPhone7 Trade-In - Cheated

                          Unfortunatley I do not have any social media accounts. Is there anyother way?

                            • tmo_marissa

                              Re: IPhone7 Trade-In - Cheated

                              There's not another way to contact T-Force, but you're definitely able to reach out to our Care team over the phone to check for the same information!
                              We like to recommend T-Force when we can because since this Community forum is online, many users are comfortable interacting over the internet and are interested in another way to do so. One of the great things about T-Force, too, for this particular type of investigation, is that they can offer message continuity -- you can return to the same message thread so that the next representative already has the previous interaction laid out there to reference, which can be helpful when we're doing investigation on our side that has a little wait.

                              That said, I understand not being eager to sign up for a social media account just so that you can communicate with your cell service provider! Customer Care can review the memos from the last interaction and give you the same confirmation as to the steps that were taken to look into this.

                               

                              - Marissa

                      • db2016

                        Re: IPhone7 Trade-In - Cheated

                        Same boat as everyone.  I've called almost every month since trying to get this fixed.  Their website states "The mechanics are simple – when you trade in your current iPhone 6, 6 Plus, 6s or 6s Plus, you’ll see a monthly credit on your T-Mobile bill. After 24 months, you’ll have paid nothing and will owe nothing on your iPhone 7 32GB."  I have paid every month for these phones.  I sent them in 3 perfectly working iphones (6, 6s, 6plus).  They said one was locked.  I confirmed with Apple it wasn't.  I told them send me the phone back if you aren't giving me credit (back in November) they ended up crediting me for the phone, but they still have never honored the deal to pay for all of my phones.  I have emails, twitter chats, phone calls all showing their inability to stand by their own deal.  Please just make this right.  I don't want to end up going to Small claims court to get this resolved.  I just want them to do the right thing. 

                         

                        Obviously I'm not alone.