On Dec 21st 2017, I went to a Redmond T-Mobile store to trade-in two iPhone X with one iPhone 6 and one iPhone 6 Plus on my account. There was no 256GB iPhone X in store so the store assistant told me that she would help get them shipped to my home. I specifically asked what to do with the old phone - should I bring them into store or should I mail them. She asked me to bring them back to store to do trade-in.
The phone gets delivered a week later on 12/27/2017. After setting up the new phone and getting old phone ready for trade-in, I went to the same store today (1/5/2017) to send back the old phones. However, the shop assistant (another one) told me that I need to go to the T-Mobile web page to download shipping labels because the phone was ordered online. I thought it was the shop assistant who helped ordered online. The shop assistant today also told me that I need to go to my computer to print the shipping label, because it is not an option on mobile. Later in the evening, when I log onto T-Mobile.com on my computer, I could not find any shipping label print option on my order, so I decided to call the customer care to figure out what happened. The support agent tried to print my shipping label - but wasn't able to do that. After at least 30 minutes, he told me that I need to go back to store because I ordered my iPhone X from there. I told him that I just went to store during day time and they kicked me to online process. After several discussion, it was clear that he wasn't able to resolve the problem so I asked if I could just return the 2 iPhone X and got this message issue closed. He again told me I need to go back to store to return it. I was very angry at that time and asked if I could get this case escalated to someone else.
Another lady got the phone and I have to repeat the same issues again with her, including the fact that I visited the store today. She asked me to go to store again on Monday and make it a 3 way conversation with the store assistant together. I insisted that she must either call the store first or be there for 3 way conversation. Frankly, I don't understand why I need to be in the store to resolve the T-Mobile internal issues. It should be resolved between customer care and the store itself and then instruct me on the right process to follow. I usually have all day meetings and very hard to get 1-2 hours out. I am willing to do this 1 time only if it will quickly resolve the issue and that both store/customer care will be there at the same time.
It is very obvious that the store system and the online customer care are disconnected, and unable to see each other. This is such a horrible customer experience and unresolved issue that is making me very mad and I want to expose this issue in this forum.
If I could neither return iPhone X nor getting the trade-in program done with $300 rebate, I will definitely leave T-Mobile!!!!
I will keep posting my updates here. If anyone has faster/more convenient way to resolve issue, please share and it will be super helpful.