Forum Discussion
Not unlocking 12 pro max
So I am a business customer and not only have I been waiting 3 months for my phone that has been paid off for over a year to be unlocked, TMobile has been arguing with me that my phone was not purchased through them. They don't have an EIP on file although I do in my T-Mobile account. One representative Rene said my phone was unlocked and that it's Apples problem so they transferred to apple care where it was determined that T-Mobile lied.
Also many customer service agents have no clue as to what the T-Mobile Unlock policy is, automatically does not mean I have to call in to request that my paid off phone bee unlocked. It was on a valid line for over 3 years, paid off, account is current and T-Mobile still is playing games.
In the AM I go to mail a T-Mobile a letter and start the small claims court.
keep all your papers cause T-Mobile will lose them and say your phone was never purchased through them even though the EIP has the correct IMEI.
T-Mobile makes the SIM unlock request to Apple at the customers request when all of the SIM Unlock Policy requirements are met. It is up to Apple to complete the SIM unlock from that point. Carriers do not have the ability to SIM unlock Apple devuces, which is why they send a requeat to Apple to complete the SIM unlock. You can find T-Mobile's SIM Unlock Policy below.
https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy
Was your device ever replaced under warranty or through insurance?
T-mobile customer support has had 2 separate 3 way calls with myself and Apple Care. It is clear that TMobile is not unlocking it because they are claiming that they never sold me that phone.
I was told the phone has to currently be on my account for 40 days. The policy states the device the device must have been on the account for at least 40 days. The language is past tense not present or future.
I offered to send a print out of my T-Mobile account to prove the phone was purchased through them and to prove it is paid off, they said it’s not necessary but the phone is still locked.
If I file the complaint through the arbitration process I bet the phone will magically be unlocked. I also asked the agent if there was an update on the ticket escalation and it was over a week with not response on T-Mobile end. How is that acceptable business customer service?
Did you ever have a warranty exchange for the phone, if so it will show that it was not purchased through them.
Yes the phone was exchanged through Apple care while I was paying the EIP. The EIP has the correct IMEI and both times TMobile spoke to Apple care they were informed and the confirmed they had the correct IMEI.
This screenshot from my TMobile account very clearly shows that the phone is paid off and that I paid TMobile for it. Yesterday I messaged them through facebook and I was told it will take 72 hours.
I called tech support and asked for an EIP contract copy for said phone. I was told to goto a store, I'm heading there today. Does anyone have the contact information for their Arbitration team? I'm about through as the last tech support person I spoke to was supposed to call me yesterday. They never called back, this is about the 5th time this has happened. It's absolutely unacceptable customer service for a business account.
The best team to deal with that is through Facebook or Twitter by sending them a DM. Have you confirmed that IMEI on the EIP matches the IMEI of the device you are currently trying to have SIM unlocked? Make sure you explain that the device was exchanged through Apple Care when requesting the SIM unlock.
The screen shot is the correct IMEI. Everything was explained multiple times and it was even explained to them by apple care during a 3 way call. A TMobile Rene lied to me and claimed they unlocked the phone. I was also informed that their policy is to not unlock the phones automatically, which is not there written policy on the website. So far all I got was the worse customer service, I feel like every customer support I spoke to wipes before the take a #2 because they are the least informed and no help, like tits on a bull.
