Returned Phone Damaged - TMobile Took Back Promotion Discount

I see others posting with the same issue I encountered with returning our old Galaxy S10 phones to upgrade to new phones. 

 I have called customer service 3 times and UPS. When one of the phones arrived to T-Mobile I get pictures of the device showing a cracked screen that was not there before I sent it. 

I have been a Tmobile customer for 13 years never had an issue. TMobile sent us flimsy plastic bubble bags no wonder the phone got damaged?  I was told by T-mobile they couldn't do anything, and  the packaging was designed to protect the phones and was state of the art.  Are you kidding me? UPS tells me, I can't do anything with a return claim and T-mobile has to file the claim. T-mobile won't file a claim because they "can't prove" the phone was damaged before it was sent. 

I was given 2 different stories by customer support and the bottom line is I now have to pay more for my new phone and the only one that made out in this transaction was TMobile.  They have the damaged phone and all my money buying this phone.  This has made me reconsider my choice of carrier.  They don't seem to be willing to work with you. 

This is very disappointing and poor business if you ask me.