T Mobile messed up with order and now asking to rollback everything

ab1975 wrote:

Hello All

So we called customer service a week ago to check what deals we have on iPhone. Customer service gave a deal saying some XXX amount for trade in. We took that offer and they shipped us two new iPhones to replace our 2 earlier iPhone. And they said on call we will receive notification about how to ship back the old phone. 

One week goes and we don't receive any notification so my wife called them. And to our surprise or nightmare I should say, they indicated your orders had no rebate on it.  Unbelievable how they lied. And I did take notes of all the things we discussed with the lady with whom we had placed the order. 

We have already transferred to new phones, put new screen protectors etc. 

They started saying if you want the rebate move everything back to your old phones, ship back the new phones and they start a new order again. So disgusting of T mobile to even provide such an option. And all this because they messed up in our order when we repeatedly asked while placing the order that we will be getting XXX amount as rebate for trade in. To which the lady had said yes to all etc. And now customer service says all they can do it we should rollback whole thing and start over. So unemotional and no empathy of what customer is going through because of T Mobile's mistake. We are trying to escalate this. And if this does not get resolved amicably we will drop T mobile at first opportunity. We have 9 lines with T mobile and they treat us so badly. Anyone have similar experience? Please let me know how you handled it.

Gracias

The reason they need the devices sent back, is because the devices need to be scanned in as a part of the rebate.  Whether or not an exception can be made, I have no idea.  Try reaching out to the T-Force Team by sending T-Mobile a DM on Facebook or Twitter/X to see if they can find an easier way to resolve this for you.