Desperate here. I did everything I was ordered to do by T mobile. used their shipping label and shipped it via USPS. long story short it's missing. talked to the customer service. As you can imagine all I hear is same thing like parrot. "ma'am, we didn't get the package we can't honor your trade in value." Now I got the message that they will stop my trade in credit. because I didn't return device. what should I do? Of course, I have receipt and everything. I don't want to talk to that dumb customer service robots anymore. anybody know where I turn to now?

jinjenk wrote: Hi. @HeavenM thanks for staying with this problem. I've I been through a lot last few days. worst was dealing with USPS. they have no communication each other so I had to explain everything over 10 times every time they suggest me a different department. long story short nothing was resolved from USPS. they stop my process right there after 2 month it's just searching.no further action or reply. not even confirming that my mail is missing. and I reached out T force on tweeter. they understood my situation and re-enroll me on that trade in credit program . but still not sure I can consider this as a problem solved or not. what if it affect after 2 yr when I want to switch the phone and still they can say. " hey? we still din't get your phone. ? worst sinario. but for now t force is saying they re-enroll me trade credit program so don't have to worry now. do you think is that ok? I'm not worrying now. I want to resolve this problem totally. now I think maybe ASSRANT could be behind this. but I don't want to spill that now. my phone was almost brand new looking in the original box and almost original condition. @jinjenk If they enrolled you in the promotion, then I call that a win! 😁 USPS losing the phone is not your fault and you won't have to worry about it coming back to haunt you in a couple years. There is definitely something going on if boxes are getting you Lewisville and then never making it to the warehouse. I sent your examples along so that we can review that partnership and ensure that we are doing things the right way. syaoran wrote: fireguy_6364 wrote: syaoran wrote: I have USPS looking into things as well. I haven't heard anything back from them yet and that might take a few days to get a response. Normally, I send devices in through UPS because it is just more convenient. It just happens I was going to be right by the post office here for lunch so I decided to drop it off there. Now I wish I had gone out of my way to drop it off at UPS and paid to have it shipped directly to them with an signature required. Thank you for looking into things, @HeavenM! T-Mobile could definitely improve upon how this whole process is. i would think having them sent to a store and the store send them out in bulk to whoever would be a bit easier to track and keep tabs on.. I totally considered that. I have seen people complain about stores not wanting to take them or the devices never getting from the store to Assurant to compete the process. I definitely regret not going out of my way to take it to UPS and paying out of pocket to have it returned. I still Don t have a reply from USPS on where it is and the redelivery that was scheduled (never went out for delivery) for the 23rd that has not happened. I think T-Mobile is starting to see benefit in collecting devices at stores and sending to warehouses from there because we have changed a few device programs to allow this option. Most warranty exchanges are sent to the store to alleviate some of the stress of setting up the new phone and returning the old one. We are also allowing trade-ins to be done with some upgrade orders even if they were not started in the store. I think these are some steps in the right direction, so we will see what the future holds.

syaoran wrote: Mine finally says it was picked up. Hopefully that means it won't be long until everything is processed to complete the trade-in promotion. YAY!! Nice to see things moving along. If the order you did online was not a JUMP! upgrade, then you should have the option to turn in the trade-in device in the store. You don't have to do anything special while placing the order. Once you get the new phone, you can visit the store you like to turn in the old phone. They will verify your account and order details, then process the turn-in right there.

syaoran wrote: I like to own my devices so it wasn't on JUMP. I was told about the option to turn the trade-in in-store. I just didn't trust the store to not get it done properly. It was sent to Assurant through the prepaid shipping label T-Mobile provided. I haven't heard anything else yet other than it shows it was delivered. It never took this long for the whole procedure for the 8T. I sent in the trade for that from Canada by UPS because I was visiting family. Everything literally took less than a week from start until finish. There are resources available to our store reps that shows them how to complete those returns from start to finish, so they shouldn't have any issue getting it done properly. Something I say when I go to a store and they seem to be struggling is "I know there are so many buttons, and it can be hard to remember which one to push. Feel free to take a minute to look up the steps. No rush. I just want to make sure it is done right the first time." They can feel pressured to do things too quickly because they do have eyes on them from every direction and that is stressful. I honestly want them to do it right, so letting them know plainly that it is ok to take some time to make sure that happens seems to help a lot. It is interesting to me that things often work well and then without explanation there is a wrinkle and it causes traffic jams all the way down the line. I hope that having yours get picked up is a sign that things are getting ironed out and everything will be back to normal soon.

Hey @jinjenk providing the shipping label is supposed to make things easier. It totally sucks when a package slips through someone's fingers and it ends up lost. I have a couple questions so I can get you the best plan of action. How long ago did you give it to USPS? Can you still track the progress of the package online?

UPS lost trade phone | Comunidad de T-Mobile

syaoran
Transmission Titan
Hace 2 años
Mine finally says it was picked up. Hopefully that means it won't be long until everything is processed to complete the trade-in promotion.
syaoran
Transmission Titan
Hace 2 años
I like to own my devices so it wasn't on JUMP. I was told about the option to turn the trade-in in-store. I just didn't trust the store to not get it done properly. It was sent to Assurant through the prepaid shipping label T-Mobile provided. I haven't heard anything else yet other than it shows it was delivered. It never took this long for the whole procedure for the 8T. I sent in the trade for that from Canada by UPS because I was visiting family. Everything literally took less than a week from start until finish.
kkarnik
Network Novice
Hace 31 días
I dropped off two Iphone13 Pro at an UPS store. Got the drop off package receipt. So far, there is no sign of the packet other than saying It's on its way. It has been 3 days and no sign of any scans or loaded to the truck. I checked with the UPS store and they said it was loaded to the truck but I fear the packet may be stolen. Calling Tmobile, they are saying it is too early to file a claim but don't know yet how this will impact my tradein as my 30 day deadline is next week. I have had atleast 4 calls now into UPS and Tmobile. It is very concerning. I am worried Tmobile will point finger at UPS. If you are doing a trade-in, please plan to drop off at the store.
kkarnik
Network Novice
Hace 13 días
Tmobile messed up the return label tags. The labels I got was tied to someone in Florida. Currently, I am not sure if I will get a credit for the lost phones by UPS. Very disappointing. Not what I expected from Tmobile having been a loyal customer for many years

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