who is correct about the returning the old phone to UPS? Is the male emplyee JIo correct or the leader is correct?
06/30/2024, I came to the store to trade-in my phone. They didn't have any s24 ultra in stock. So they had to order it on online. The phone came 07/02/2024 without the the return slip for my old phone s22 ultra. So I went to the website how to return the phone. It literally said bring it to a t-mobile store. So I brought it back to the t-mobile store. The female employee said they can't ship it for me. I have to do it because it had to be order from the store. I told her it was order from this store. So she took my phone. 07/07/2024, they called me I have to grab the phone and give it to UPS. I called 611. The male agent told me they should return it for me. The male agent sent me the shipping label. The male agent told me bring the phone and shipping label to them, and they will bring the phone to UPS for me for sure. I went back to the store, and again Giovanni the male employee dealt with me saying I have to bring the phone back to the UPS. I called 611 right there. This time a female agent received my phone call. She told me and Gio that a t-mobile store's job to return the phone with the speaker on. Gio didn't listen to the agent and keep speaking over our conversation. So the female agent handed over the phone to the leader. The leader also said the same thing to me and the Gio with the speaker phone on. Again Gio didn't listen to the leader. And he lost temper at me and keep speaking over our conversations. He print the return page on the website which I read it over and over and many many times. The reason why he won't return the phone for me because the store is 3rd party and the new phone is shipped to my home. The return page has "if shipping is required or easier for me" section, and none of what he said is mentioned in that section. He said they are there and I said they are not there over and over. He told me that I don't have a common sense. He also told me going to call a cop and leave the store. I hung in there, then finally he called the cop. 611 was still on the line, so immediately told the leader he is name calling me that I don't have common sense and called the cop. The leader called the store and the cop didn't come. The leader told me sorry for this incident and promised me to give him disciplinary action. Also promised 611 will do the follow up with me how did it go. I end up brought the phone back to UPS. The store didn't do it.