Just switched to T-Mobile last week after 15 years with AT&T. A large part of me switching was the $300 trade-in option with T-Mobile after upgrading to a new phone. I pre-ordered the iPhone X as soon as it came out and tried to process my $300 trade-in with the agent over the phone. She kept having issues processing the trade-in and suggested that we just go ahead and order the phone and that we could process the trade-in separately after the fact.
This morning, I called in and was told that the only way to process the trade-in is to cancel my iPhone X order, losing my launch day place in line and that there i s no other way to do it. This is extremely frustrating because the initial agent could not process the simple trade-in and then I was told that it could be processed after the fact.
Just wanted to share my case on here in hopes that maybe someone from T-Mobile could escalate this issue to a department or someone that can correct this issue. Thanks!!
Oh no, afm09d! I'm sorry for the delay in our reply here, and so, so sorry that there was trouble completing your trade-in when you reached out to join T-Mobile.
Generally speaking, the information you received when you reached out after your order was placed is correct -- a trade-in needs to be completed during the order process, and isn't an option after the fact. It's a huge bummer to hear that we advised you otherwise, and I know that the prospect of losing your place in line is just awful. That said, I'd love to see what we can do to help. I believe there is an internal escalation process for certain scenarios.
I'm going to send a private message your way -- please take a look in your inbox in a few moments. Thank you!
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