USPS lost my trade in phone needed for a rebate

Greetings!

It's entirely situational, but there's a possibility it may be honored.

-Lauren

Just following up on this. 

At first, every person I spoke with at Customer Care about the post office losing the trade-in was cheery and was certain that T-mobile would do SOMETHING to "make this right."  So every 5 or so days I would call back to see if anything had changed...if maybe the device had shown up despite the tracking number showing no activity past November 17.  But it never showed up. 

Only after I insisted, someone finally did a "handset research form".  (I had to ask for it, based on what I read on the internet.) 

I called back in 2 days ago to see how that was going.  and I spoke to a customer care person again, and she laughingly told me that she checked the tracking number herself and could see that post office hasn't had any movement on this since November 17.  The "people in the back" will look at this and resolve it, she assured me.  They will contact the post office and and deal with the insurance and this will work out. 

Well, today I just got the email regarding the "handset research".  The email said the warehouse never received the device.  That was all the email said.

So I called Customer care once again.  Suddenly everything was different - I was now  told I would not get the $580 rebate --  "there was nothing that could be done since they never received the device", I was now told. 

All I could say was "Why didn't you tell me this was policy 3 weeks ago when I first called".  Why did you ask for the tracking number and then check it while on the phone with me....since none of that would make a difference. 

Three weeks ago I should have been told the truth: "If the phone doesn't show up, you get nothing."  Simple and direct.  Honest.   Why all the sweet talk and statements like "Tmobile will make this right" if the truth is:  "If the phone doesn't show up, you get nothing."

I would have immediately returned the iphone 11 to Costco, cancelled the phone line, and just cut my losses. 

Very disappointed.

Hey, Any update on whats the final result? I am in similar situation but the next promotion of $700 one. Being helped but don’t have final result yet.

i see multiple people having these issues from 2017.

I am facing similar problem now. i upgraded my Phone to Iphone 12 through costco. shipped trade in device on 02Nov2020.  It’s still on Transit.  I am calling tmobile every week. first week, tmobile request to wait for week and second day they want me to go to USPS store and check where is  the device. I went to USPS and checked.  USPS requested to file missing mail . I filed missing mail and no further update.  After 2 days, i called tmobile and checked for the trade in credit.  Tmobile representative informed, we will process trade in when we received device.  Today, i called again,  Tmobile Agent responded as “We are filing handset research form”. You will get credit in 5 to 7 business days. How i am responsible when i ship trade in device through shipping label generated by T-Mobile ?

Contacted T-Mobile again about this and their response was “as long as you’ve sent the device back using the label you’re all good...you’ll continue to receive those device promotional credits.” I’ll believe it if/when the deadline hits and they haven’t received the phone. At least I have it in writing. I wish they would follow up with USPS and put some pressure on them, especially if I’m not the only one having issues  

I have the same issue. I even went in store for them to print out the return label. My tracking number hasn’t been updated since December 2nd and it just says “in transit”. Have you called and asked if your credit will still be honored? 

More research info - according to USPS section 609 1.3 Filing Indenmity Claim for Loss or Damage - the sender or the receiver or the contract holder ( in this case TMobile ) can file a claim between $50 to $100.  The maximum is $100.  Must show acceptable proof that it was mailed and the value mailed, which TMobile should already have.  So it is no wonder Tmobile Customer (don’t) Care gives their customers the run-around given the maximum that can be re-imbursed for each loss if they bother to file the claim at all.  As a sender that is you and me cannot show that we paid for the shipping since it was a printed pre-paid label.

Folks any updates on yours tradein return lost due to usps. I am in same boat as all you are.

Send 3 pkgs 12/8 two got received by tmo and got the proper credit. But one was checked in Lewisville TX post office on 12/13 and never get up dated as delivered still saying in transit. 

Open a case with usps and they still saying they looking into this. No final say from them.

Escalated to Tforce and told them about the whole situation and tell them a case is open with usps. They told me they filling a Form not sure what that means. Currently just waiting on Tforce. I am pretty sure usps has lost the pkg to theft. $730 credit for iPhone 8 will be my LOSS. 

I got a favorable Resolution Finally. USPS never reply to me even though i open a ticket.

Same time I contacted T-force and let them know whats going on. They also waited for USPS reply .

Then i got the email from TMO that they going to remove the credit since I never send them the tradein back. Then T-force Rep contacted me and told me that they understand its not my fault but USPS fault.

They decided to remove all my installment on the Device . So now I own the Device and zero due.

Way to go T-force (Twitter) they took care of all of my issue.

So anyone having issues escalate to T-force.

I too am in the same boat. I shipped on Feb 1 and tracking still says in transit to next facility. 

FYI, I just got a notification from T-Mobile that my trade-in was received, even though the USPS tracking data has not been updated since 2/7.

This is the second time I am dealing with USPS not delivering my trade-in to Assurant. I recently traded in my Samsung Galaxy S9 for a new Samsung Galaxy S21. They supposedly to deliver two days ago, but still showing “In Transit, Arriving Late” on USPS.com. I have contacted T-Mobile and they told me to wait for 10 days. Then, I decided to email USPS and the supervisor emailed me back and told me they might have delivered my package but forgot to “scan it”. In addition, she asked me to contact T-Mobile or Assurant to see if they have received my old phone. This is very frustrating and stressful.  

Who have a flip phone nowaday? Could you file a complaint with Better Business Bureau? I am worried about my case and this is the second time it happened to me.