T-Mobile Won't Credit Me Correctly for My Returned Phone. Help!
I moved two of my AT&T phones over to T-Mobile in March. One of the phones is an iPhone XR. The back of the phone wascracked but the front was flawless. The T-Mobile guy at Sam's Club kioskappraised the return value of the XR at $400. Hetook the IMEI on the phone and logged it on the system. After our new T-Mobile lines were activated, I sent out the XR using the pre-paid UPS package that they sent out. Today, I received an email saying that the IMEI of the quoted device is different from the IMEI of the returned device. The email said: Looks like there was a mix up-the make, model or memory of your quoted device doesn't match what we received or it was damaged. We will adjust your trade-in value to $55 because of this difference. This is so unacceptable and so unfair, because (1) I did not plug in the IMEI in the T-Mobile system. I believe it was a typographical error on the rep's part that he plugged in the wrong number. I remember that when he tried scanning the numberwith his company iPad, he couldn't successfully scan so he typed in the number manually, and; (2) The T-Mobile representative ocularly the device, removed the case and made sure that the screen was not damaged (although the back was). Andhe found it acceptable with the return value of $400. Please note that the T-Mobile website says "The screen on my device is free of cracks (Scratches and scuffs are acceptable)". Again, the screen was flawless. It was the back that was cracked. I am so upset with this that I want to switch back to AT&T. I hope the T-MO people in this chat can offer us some relief for this unfair issue. (And I haven't yet even covered the dropped calls at my residence and place of work!)
Think twice before switching to Tmobile
I've been a paying T-Mobile customer for over 12 years and just in the last 30 I was a victim of fraud and theft. The first incident occurred about a month ago when I purchased a phone secondhand to save some money (recommended by T-Mobile because they said I can get it cheaper than the store price). I activated the phone in person with a T-Mobile representative and they added BYOD insurance to my plan. 2 weeks later, the previous owner filed a claim with T-Mobile saying the phone was lost but clearly it was insurance fraud. I reported the matter to T-Mobile immediately and they said they will unlock the phone within 24 hours, so I can use it. A few days passed and I hadn't heard anything, so I called to follow up and they said the request to unlock the phone was denied. Very disappointing considering the circumstances. Subsequently, my only other option was to purchase a new device firsthand, which I did, putting me at about $1300 ($400 for the first device and now $900 for this new device). Again, I activate the phone at the store and everything is back on track. Four days ago, my car was broken into and my new phone was stolen. I notified T-Mobile and filed a claim with Assurant which is T-Mobile's third party insurance department. I paid the $250 deductible. A T-Mobile representative advised that it will take 24 hours to ship the new device to me. Yesterday morning, I reached out to Assurant and they said they needed a copy of my driver's license, so I promptly provided it. They advised they will prioritize the claim and the cutoff time for next day shipping is 7PM EST, which gave them about 12 hours from me providing my driver's license. I reached out to follow up before the cutoff time, and they said it will take an additional 3-5 business days to review the claim. So, it's looking like the claim process will take, at minimum, a week from the date I filed. Unbelievable!! I've spoken to management at both T-Mobile and Assurant, and they said the delay is system generated and they can't override it. T-Mobile says it's in Assurant's hands, and Assurant says it's in T-Mobile's hands. What's the purpose of paying insurance for several years, without having any claims, and once I need to file a claim, it becomes a nightmare of a process? T-Mobile does not have their customer's best interest in mind and I feel I've been treated unfairly. Their process is deceptive and unethical in many ways. I am now strongly considering switching carriers and I advise any T-Mobile customers in similar situations to do the same. If you're not a T-Mobile customer and you're reading this, definitely consider other options.