Forum Discussion
USPS lost my trade in phone needed for a rebate
I purchased an iphone 11. It has a rebate of $580. The rebate requires a trade in, and I mailed in my old iphone 6s to Assurant with the prepaid label given at time of purchase.
The tracking number shows no activity after the iphone 6s was accepted by USPS. (Tracking number: 92162901067815500230947524). It simply says "in transit" and has said so for 2 weeks. I have opened a a "missing mail" inquiry (USPS Missing Mail Search ID: 7879319).
RIght now, T-mobile has notes in my account that I have inquired about this, and that I have filled out a missing mail search with USPS.
The phone must be received by December 4 or else the rebate is denied. (At this point, I assume the iphone 6s will never be found.)
My question: Has T-mobile ever honored a rebate if the trade-in phone is lost by USPS?
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 no 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.
Krish007 - did your issue get resolved? I returned two phones with USPS on Dec 14th and they still show as "in-transit". The phones are worth $700 each in trade in credits. ¡Gracias!
Also, if there is anyone who was in a similar situation but was able to get the issue resolved please let me know. I'm being given the run-around by tMobile. I don't understand how this can be the customers fault when the customer followed tMobile's instructions at a 100%.
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 ?
Same issue for me, I traded in two devices for iPhone 12s and moved over to T-Mobile. USPS tracking hasn't changed since Nov 28 and still shows in transit. I chatted with customer service and they first said since it was shipped on time, there should be no issue. Just got an email saying the warehouse did not receive the devices. Not sure what to do now, I definitely don't want to pay $1700 for the phones :(
That is great news. I will do just that. Thanks!! Appreciate it!
SAN_MARINO wrote:
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.
I know right? Happened to me twice too. I contacted T mobile help on twitter. They said they will credit me back. I will believe it when i get my credit.
Greetings!
It's entirely situational, but there's a possibility it may be honored.
-Lauren
You're welcome to reach out to Care folks and explain the situation. It's worth a shot to see what can be done.
quick note: I was logged in under our main account, which is why that above "follow up" has a different name attached. All responses are from me.
