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.
You're welcome to reach out to Care folks and explain the situation. It's worth a shot to see what can be done.
Greetings!
It's entirely situational, but there's a possibility it may be honored.
-Lauren
