magenta1543585

    i already sent my old "i phone" but i didn't receive EIP credit

    handset research team said received my old "i phone"

    T-mobile service team said because "your FMIP is on so you can not receive credit also you can not receive you old"i phone" too because it's too late!"

     

    i can not understand why i can not receive credit or my old "i phone" both???

    i must be late because trade in said it take 3~4 month so i just wait for that but i already passed half year!

    also they didn't tell me about that problem before i asked

      All replies

      • tmo_amanda

        Re: Fake Trade in system

        Hi, magenta1543585!

         

        It sounds like you've been through the ringer just trying to get your trade-in credit or even your iPhone returned. Six months is waaaaaay too long to be working on this with no end in sight and I'm truly sorry it is taking so long. This isn't a typical response time. I see that you have created a couple different posts which have been removed because they are duplicates of this post. Upon reading your latest post from today, the screenshot you provided showed the device was confirmed to have been returned. Generally, when FMiP is still enabled, you have until the "aging date", which is the date listed on the provided label, to disable the feature and still have your trade-in accepted. If FMiP isn't disabled by that date, you do not receive any credit for the trade-in or the device returned.

        • magenta1543585

          Re: Fake Trade in system

          It must be late because its say 2~3 billing cycles

          1212.jpg

           

          and when i asked about this to Customer Care team

          they said they thought FMIP is on but after i check up at (Official Apple Support ) FMIP was off

          i hope you guys have any proof thing when they receive my phone FMIP was on

           

          also i really can not understand   why?  you can not return my old phone?? because was it policy?

          does policy said "when iphone's FMIP was on you can keep device without reward"? 

           

          • magenta1543585

            Re: Fake Trade in system

            i think

            Generally IF deal has broken

            they need to send back phone

            why they keep my phone

             

            • treflip

              Re: Fake Trade in system

              Yep, I have the same question. Signed up for the iphone trade in plan 3 months ago and now these con artists are saying I don't apply for the plan. I have talked to two "supervisors" who are absolutely no help and will cancel my plan as soon as I get my old phone back!

               

              Tmobile - You think you are saving money taking customer service offshore but you are failing to train them to do anything useful with their time. You are not saving anything!

                • artart

                  Re: Fake Trade in system

                  treflip wrote:

                   

                  Signed up for the iphone trade in plan 3 months ago and now these con artists are saying I don't apply for the plan. I have talked to two "supervisors" who are absolutely no help and will cancel my plan as soon as I get my old phone back!

                   

                  Tmobile - You think you are saving money taking customer service offshore but you are failing to train them to do anything useful with their time. You are not saving anything!

                  Hi treflip

                  So sorry to hear of your situation.

                  Thanks for bringing your issue to the community's attention.

                   

                  I don't work for T-Mobile, I am just a T-Mo customer like yourself. I have had my ups and downs with the company for many years. T-Mobile has always found a way to make me happy.  I do believe that T-Mo is still the best carrier for my needs. I think if you just hang in a little while longer and give T-Mobile a chance to fix your problem, you might ultimately be willing to continue as a customer.

                   

                  You do understand that it costs a lot of money for a company to acquire a new customer like yourself. A company certainly wouldn't  knowingly drive that customer away by not honoring a promotional offer. Surely a new customer will not stay if he feels that he has been mistreated or lied to. If you leave T-Mobile, think how much money T-Mobile will lose over your lifetime. That is certainly not chump change. T-Mo wants all of your future cell phone  business and definitely wouldn't knowingly drive you away by failing to honor an offer.

                   

                  Mistakes do happen, and T-Mobile has an outstanding team of problem solvers available to help correct those mistakes. Please give them a chance to help you. Try contacting T-Force on the the T-Mobile home page on facebook, In the upper right corner of the page look for "Contact T-Mobile on Messenger  ".

                   

                  Tell your story to those very helpful professionals. They will not just listen. They will also do everything possible to resolve your issue and turn you into a lifelong customer for T-Mobile.

                   

                  Please feel free to ask additional questions here before you decide if you want to try asking T-Force for a solution. Also feel free to post back what happened if you do in fact decide to contact  "The Force".

                   

                  Art

                    • treflip

                      Re: Fake Trade in system

                      artart - this is not my thread. this is magenta1543585 issue that happens to be similar to mine.

                       

                      secondly - you work on behalf of tmobile - don't misrepresent yourself

                       

                      finally - I was able to get an onshore employee when I requested to have my account closed. After which Steven was able to get my issue resolved within 15 min.

                       

                      *** this may or may not help with the OP's issue but I was NOT actually entered into the promotion - SOMEHOW - I had signed up with a T-mobile employee and they had verified that I had completed the necessary parts of the promotion AND when I called back a month later to check on the status was told the phone was still in processing BUT 3 months later I am now NOT signed up for the promotion....

                       

                      Steven was able to get in touch with the rebate department and get that part of the process squared away HOWEVER T-mobile has lost my phone and doesn't know where it is located... That is correct, I have to wait until T-mobile FINDS my phone that was sent in their OWN shipping box sent to me to return the phone to them to get MY rebate. T-mobile is irresponsible and that may be the OP's case as well. YMMV

                        • stevetjr

                          Re: Fake Trade in system

                          treflip  Just an FYI artart and others like myself don't work for or on behalf of T-Mobile.  This is a user supported community so it mostly users that support this forum and there are a handful of T-Mobile employees on the forum which are here to moderate and also answer some questions they are clearly identified by the banner on their posts and their TMO_XXXXX  user names.   The rest of us are here to just offer some help to fellow customers as a lot of us have been with TMO for quite a long time so we have some experience on how things work at TMO, for instance myself I have been with TMO for 15+ years.  So before making a statement like "secondly - you work on behalf of tmobile = don't misrepresent yourself" you might want to know your facts first and not assume, just saying.

                            • treflip

                              Re: Fake Trade in system

                              stevetjr

                               

                              you're wrong. You're just mad your buddy got called out.

                                • artart

                                  Re: Fake Trade in system

                                  treflip wrote:

                                   

                                  stevetjr

                                   

                                  you're wrong. You're just mad your buddy got called out.

                                  Well, well well, treflip, that is quite an accusation.

                                  I am sorry you feel it necessary to attack my character, honesty, and integrity. I was going to ignore that. You are entitled to your mistaken conclusions. Using your reasoning process, I could come to the conclusion, that you are an an employee at Verizon , AT&T or Sprint, who is trying to sabotage T-Mobile's reputation. But I have no actual facts to support making such an absurd claim.   

                                   

                                  On the other hand I do take issue with

                                  you questioning  stevetjr 's character and honesty.  I have only been a member of this forum for a couple of months. I have not had much personal involvement with stevetjr. I do appreciate the fact that Steve took the time to explain how the forum works.  I would be very proud if he would consider me a "Buddy". He has donated far more time to helping others in this forum than I have. He has been an inspiration to me and one of my role models. I absolutely think you owe that man an apology. 

                                   

                                  You don't have to make assumptions about who is and is not an employee.

                                  Everything is spelled out in T-Mobile Support Community Usage Guidelines .

                                   

                                  T-Mobile Employees

                                  T-Mobile employees may participate in the

                                  T-Mobile Support Community, but are required

                                  to be identified by a T-Mobile logo or badge.

                                   

                                   

                                  Art

                                    • treflip

                                      Re: Fake Trade in system

                                      @artart, stevetjr

                                       

                                      lol, do you guys need some alone time. Go ahead I'll wait

                                        • tmo_lauren

                                          Re: Fake Trade in system

                                          treflip,I thought it was important to jump into this thread and address a few things. First and foremost, we will not tolerate abuse of our users. The majority of the answers on these forums come from wonderful folks such as Steve and Art who are not employees but in fact good people just trying to help others. Conjecture aside, I can confirm that these two fine folks are in no way employed with T-Mobile and are just strangers trying to help you find a resolution to a problem. Anyone who is an official employee for the forums will be marked as a "Community Manager" or "Admin" and anyone who is employed by T-Mobile in another capacity will still be marked as an "employee" through profile or signature. That said, we are incredibly proud of our pillar and super user community and the fact their answers could be confused as employees.

                                           

                                          I hope that clears up any confusion and going forward we do require your responses to be courteous and respectful. We understand the frustration and you are free to use the forums as a platform to share your bad experiences (which we want to help fix!) or try and find help, but to reiterate, we will not tolerate disrespect of any user on this site, but especially those who volunteer their time to help others.

                                           

                                          You can also review our site usage guidelines here if you have any other questions. T-Mobile Support Community Usage Guidelines !

                                           

                                          And with that, we will return to our regularly scheduled program. tmo_amanda will hop back in and get back to responses as she is the expert on this one!

                                  • artart

                                    Re: Fake Trade in system

                                    treflip wrote:

                                     

                                    artart -

                                    *this is not my thread. this is magenta1543585 issue that happens to be similar to mine.

                                     

                                    secondly - you work on behalf of tmobile - don't misrepresent yourself

                                     

                                    finally - I was *able to get an onshore employee when *I requested to have my account closed. After which Steven was able to get my issue resolved within 15 min.

                                     

                                    *** this may or may not help with the OP's issue but I was NOT actually entered into the promotion - SOMEHOW - I had signed up with a T-mobile employee and they had verified that I had completed the necessary parts of the promotion AND when I called back a month later to check on the status was told the phone was still in processing BUT 3 months later I am now NOT signed up for the promotion....

                                     

                                    Steven was able to get in touch with the rebate department and get that part of the process squared away HOWEVER T-mobile has lost my phone and doesn't know where it is located... That is correct, I have to wait until *T-mobile FINDS my phone that was sent in their OWN shipping box sent to me to return the phone to them to get MY rebate. *T-mobile is irresponsible and that *may be the OP's case as well. YMMV

                                    Hi treflip

                                    Thank you so much for responding to my reply. You stated that your situation was similar to the one the OP brought to our attention. Notice I did not respond to the original poster, only you. That is because amanda (tmo_amanda) who is actually a T-Mobile employee has already addressed the OP's original contention that the phone was never returned.  Amanda had made the statement " the screen shot you provided showed the device was confirmed to have been returned."

                                     

                                    I decided not to address the OP since I assume that amanda had already rather politely, addressed the original claim by the OP. I might add that the OP was also making multiple posts demanding that T-Mobile send the OP a phone. or some money.

                                     

                                    You said,  * "this is not my thread". You didn't deem it necessary to start your own thread raising your particular complaint about *offshore call centers. There has been much discussion about offshore call centers elsewhere in this forum. Here is one of  them. The OP's post had nothing to do with offshore call centers although you might legitimately feel the issues are related.

                                     

                                    In any event I believed that your issue is completely resolvable to your satisfaction. I am happy to hear that you received partial resolution in only 15 minutes. *Requesting to terminate your account, will always result in being transferred to a customer retention specialist. His job is to keep you from leaving the company and in your case, Steven had the ability to partially solve your issue.

                                     

                                    T-Force has the ability to achieve the same result without having to request that your T-Mo service be canceled. It is also a possibility, that T-Force has other options that Steven didn't have. It might still be possible that T-Force might resolve the missing phone problem.

                                     

                                    Of course you are free to wait until "T-Mobile FINDS" your phone and continue to call *the company irresponsible. On the other hand, you could take my humble advice to contact T-Force which actually is staffed only with T-Mobile employees, who are specialists in solving problems like yours.

                                     

                                    I do hope that your phone is located and all of your concerns will evaporate. I hope you will enjoy being a T-Mobile customer in the future. If you ever have additional issues to discuss, this is always the place to meet with customers like yourself to have productive conversations.

                                     

                                    Art