Hi everyone. So I pre-ordered the Samsung S10 and it was lost in transit last week. I have spoken to people from t-mobile both through messaging and on the phone. They told me they issued a handset research form and that it would take 3 days and they would email me all the information. More than 3 days has passed and they never emailed me.
I wrote to them again yesterday and they told me that they need to investigate and I have to order a new phone and pay an additional down payment and a refund will be issued after the investigation is done. So I decided to call and a representative told me that was not what was supposed to happen (so what was supposed to be filed?). The representative on the phone said they were going to try to send out the phone expedited and add the down payment fee to my t-mobile account and then refund it once the investigation was over.This way I didn't have to do anything.
They called me just now and said they are having problems doing this and will have to call me back in about 24 hours since they are overseas and in a different time zone.
I am at my wits end. I am usually a patient person but this is ridiculous. I understand it is not T-mobile's fault but why do I have to fork over another $350 for a phone I never received. I am so upset I even decided to pre-order this phone I should have just walked in to the store but I wanted to take advantage of the promotion.
Has anyone been in this situation before and what happened??? I fell like i'm in the dark with t-mobile they keep assuring me they will get back to me but never do with answers. I shouldn't have to suffer the consequences of a lost package from UPS that's on them. I was more than willing to be patient for a few days but its a week later and I have not one document or proof telling me I will be refunded or my phone is on the way. Different representatives are telling me different things and I still have no idea when my phone will be arriving. Please guide me in the right direction. I know a week or 24 hours may seem like nothing but in 2019 I have placed an order and received it in that time frame. I never received the package so why is the investigation impacting me?