Forum Discussion
My New I-phone 14 has never arrived / Very Disappointing Customer Service....
I have been a T-Mobile customer for a long time. I have ordered a new Iphone14 with next day shipping. I got an email last Wednesday saying that my phone will arrive before 7pm but it has never arrived. I checked the tracking number, and it shows that the phone arrived at the UPS facility in Jersey but is not moving anymore. I called UPS, they told me that they cannot locate the phone and we have to open a claim, but they told me that they have a special agreement with T-Mobile, so T-Mobile has to open the investigation, not me.
I called T-Mobile and after 45min talking with the representative told me that he opened an investigation, and they will let me know. Since then, I haven't heard from anyone and the phone still is not moving, I called UPS and they told me that T-Mobile has never opened a claim!!!! (Even though I am tired typing this experience!!!) I called T-Mobile and the representative told me that she will fix the issue, after waiting on the line for 30min, she told me she called UPS, and they cannot locate my phone!?! I was like I already told you this story, tell me something I don't know or how you are going to fix it.
She told me that they shipped the phone, but UPS lost it. I am sorry but I don't care who lost it, I am a customer and paying more than 1K for a phone plus contract, and I don't have the phone on my hand that I purchased from T-Mobile. it's T-Mobile's responsibility to deliver my phone. If T-Mobile is not happy with UPS, then don't do business with them.
I am sick and tired of T-Mobile. I called multiple times UPS and T-Mobile, got frustrated, always on the line almost an hour, and at the end there is no solution. Only I hear "I am so sorry for the convince", why don't you try to fix the issue instead?
If I were you guys, I could send a new phone right away with overnight shipping instead of making me wait so long, calling UPS and T-Mobile almost daily, waiting online an hour with no solution….
I canceled my order and am going to close my account with T-Mobile. Very disappointing customer service if there is one. I don't want to hear from T-Mobile again. Good luck with your business.
Well, I gave a one more chance to T-Mobile after this conversation. I talked with a customer service, and he promised me that I will receive the phone in 2-3 days. Then they even never shipped the phone after a week, and I cancelled that phone too. Do not promise to your customer if you are not capable to do something. Also, if you can't ship a phone in 3-4 days from a warehouse, your Supply Chain has a big issue. After the cancellation they told me that I have to wait their investigation for my refund, and it can take up to 30 days………
All these took 3-4 weeks of conversation on the phone with UPS and T-Mobile. It took so much energy, time, money etc.… And you guys left a very frustrated, annoyed customer at the end.
Purchasing a phone shouldn't be this difficult in 2022.
It’s easy to blame someone else but maybe T-Mobile should start to check their customer service first before anything else.
I have been +7 years customer for T-Mobile, and I will never ever again. Good luck with your business.
theyre making you wait a certain amount of time in case the one UPS lost ends up showing up and being delivered..
as frustrating as this is you may also encounter this problem with all shipping services. I understand you are mad at the service provider for not having your phone but in reality the problem falls on ups. so lets say they overnighted you a new phone and that one got lost also would that be any different then where you are now. switching from ups to usps or now or fedex you may still encounter this issue. things get lost when shipped sometimes that's just the nature of shipping.
