Forum Discussion
Warehouse "never received" my trade-in device
I used the trade-in offer for my Iphone X 64GB for the IPhone 12 Pro Max in retail, which the product was mailed to me a week after. The same day that I received the new phone, I had dropped the trade-in phone (IPhone X) to USPS. On December 2, my tracking depicted that it had arrived at the warehouse.
A week later I never got the rebate I was told I would receive and I decided to call them. They said there would be an investigation in which 5 days later (December 10) I received an email that they did not have any information that they received the trade-in. I clearly did return it, so what am I supposed to do now. I am still receiving messages that I have to return the phone despite messaging the team multiple times. All their responses were to wait. This is making me go insane.
The warehouse in Lewisville, TX belongs to Assurant. If they claim they don't have it and yet you have proof they received it. Then call T-Mobile and have the device blacklisted. I would also call USPS and have them open up an investigation as well.
Same exact thing is happening to me!! My tracking numbers are confirmed delivered to ft worth, tx and received by TMO GRC. I am out 3 phones that I sent in, all have confirmed tracking numbers yet tmobile claims they can't verify the IMEI's therefore not giving me my trade in credits!
My issue is unique, I was not returning old phone trade-in, I returned a brand new iPhone 12 Pro Max with 128 gb storage, the return warehouse location was Fort Worth, Texas shipped by UPS, Most other trade-in were mailed to Lewisville, Texas warehouse location, shipping by USPS.
I also got a copy of Proof of Delivery by UPS office with a TMO-GRC signature, how T Mobile claimed it was not found at the Fort Worth, Texas was beyond me, how anyone could explain to me what could have happened
Maybe this won't sound like the best option for those wanting to trade-in devices, but I traded in a Note 9 for the OnePlus 8T promo. Not trusting USPS because of the backlog they have. I paid to have it shipped in via UPS and make sure that it was insured for the amount of the trade-in value and that a signature was required by the recipient for the package to be delivered. Don't let them try to tell you the ZIP Code is different, like they tried with me. The address that T-Mobile sends you is correct! It is easier to track and my Note 9 got there, was inspected, and I am being issued the trade-in value and getting the promo benefit as well. Literally, 3 day ground shipment with everything being done in 5 days. That, in my opinion, is a little peace of mind that was worth around $20.
In defense of the USPS, they are still swamped from the elections and the holiday season. T-Mobile should request that a signature be required for all packages received by Assurant, just to further add a level of security for us, the customers! T-Mobile definitely needs to address devices going missing, whether it is the fault of USPS or Assurant. It happens way too often to be uncommon and the IMEI's processed for trade-in that are not received, should be added to the blacklisted devices list!
The warehouse in Lewisville, TX belongs to Assurant. If they claim they don't have it and yet you have proof they received it. Then call T-Mobile and have the device blacklisted. I would also call USPS and have them open up an investigation as well.
I have currently encountered similar issue with the T-Mobile, when I got my order iPhone 12 Pro Max with 128 gb, I changed my mind and requested to upgrade to iPhone 12 Pro Max but with 256gb. My bill has charged me for both phones, so I contacted the T Mobile.
Even the tracking record indicated it was delivered to the T Mo warehouse within a week, the experts at the T-Mo stated the warehouse did not find the returned devise at the warehouse in Texas, an investigation has been open ten days ago, has not located it.
As a customer, I have followed the return instructions by T-Mo but what happened during transit and upon arrived destination was out really of my control.
Anyone has better ideas?
