Forum Discussion
Return status has not changed
I signed up with T-mobile the last week of February. One week later, I received a notification that to be part of the Apple BOGO offer I needed to send in my trade-in in and another email with m...
Oh, yikes, @starman1975! I am glad that you reached out here. The NRC isn't the appropriate return center for trade-in devices, pero our internal teams do have an escalation process they can use to return a device sent to the return center (the NRC) instead of the Assurant warehouse where trade-in equipment should go (with the label you found in MyTMO). We'll need any tracking information you have for the package you did send, and the IMEI of the phone you were trading in (which should be on that RMA label so you don't have to hunt for it!). If calling in isn't the easiest for you, I highly recommend working with our T-Force team -- they're the social media support team on Twitter and Facebook, and can securely verify your account and get this escalation filed for you! 😊 We don't want you to lose your BOGO, and these things happen. It's awesome that you noticed the label so quickly and reached out!
You are not alone. This happened to me too! T-mobile sent me an email with a link to the shipping instructions. The link didn't work and took me to a blank screen. I then called customer service and the rep emailed a return label. My wife and I needed to mail back our old phones to take advantage of the promotion deal. Unfortunately, the rep instructed me to use the same shipping label twice, one for my wife's iPhone, and one for mine. Guess what? One phone arrived, the other one hasn't. T-mobile did a TERRIBLE job fixing the problem. It is still technically not resolved. Each time I phoned about this (a dozen times total) the agent I spoke to would review the files and then state that the matter would be investigated. After two months, I finally got them to agree to simply credit me with a gift card the amount of the trade-in while they investigate. Although they agreed to this, I have still not received the credit. If I don't, I plan to seek legal counsel and go after T-mobile legally. It was a mistake to leave my former service provider for T-mobile. I plan to switch back once I am past the contract commitment.
