UPS never delivered, now I’m in limbo
What did people do to resolve this issue because I'm sure I'm not the first. So, UPS was supposed to deliver my new phone, and on the day of delivery, tracking statesthe package was damaged in transit and will be returned to sender. Then the next day, the tracking says the package is missing. It's been over a month, with multiple frustrating chats and calls with T-mobile reps from the Philippines who repeat from the same script saying they will escalate and investigate and someone will follow up with me and call me back within a week and this will be resolved and I can get a new phone and so on and so forth. Meanwhile, I'm getting emails and texts saying my trade-in is due and I will be charged the device payments. At this point, I'm ready to cancel my five lines, device line, home internet and go somewhere else.
UPS lost my package, T-Mobile wont do anything about it
I ordered new iPhone recently online for my partner. The device went out for delivery & never showed up. Been thrown around in circles by both T-mobile & UPS , with no help. Tmobile representatives keep lying to me every time i need information about my package & refuse to refund the phone and cancel it.
UPS Damaged phone
My question is simple. I have called customer service 3 times today and UPS twice. I sent back a pristine Iphone 13 max in exchange for the 16. When the phone 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 7 years never had an issue. However, I was told by T-mobile they couldn't do anything, and UPS tells me, I can't do anything 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. That makes sense, however if you look at my account there is proof that if I sent a cracked deviceback in the past, I am very up front about it. Case and point I did it with a S22 that i cracked right before Iupgraded. Now the drop in value of the Iphone went from 300 to 140. Over 50% of the trade in value and there is apparently nothing I can do. 160 may not seem like a lot, but i mean that most of my monthly bill. I am very discouraged and may have to venture to see if there are any better customer services in the mobile world.return device lost
So this all started a couple months ago now. I went to a T-mobile store to buy a new iphone SE, and they didn't have it in stock so the lady said she would order one for me. She gave me a price and I asked her what the price included and she said just tax. At that point I knew T-mobile was waivingthe activation fee online, so I figured they were in stores too since she said just tax. I gave her my card and told her I was going to pay in full. She told me I had to sign something before I left so whileshe was putting in the order I went online and checked the price in the shopping cart and it was lower (like $50 less)so I confronted her. She then told me the price she gave me included service charges. I told her to cancel the order and that I would just order it online on my own. She at first told me she can't, then when I asked her why not, she then said she could and that I can just go at that point. I got my in car and ordered the phone online right away. BUT I got 2 order confirmations in my e-mail so I walked back in the store and told her. She said I can disregard the e-mail, so I took her word and left. A few days later, I receive TWO phones, so I called T-mobile and told them my situation. They sent me a return label and that same day I took the phone the store ordered to UPS. Unfortunately UPS lost it, so once the tracking didn't change for a whole week I contacted T-mobile again and even filed my own claim on UPS, which was approved within a week.UPS says I can't get more information on the claim I filed and that the "sender" had to fill out some forms and send it back to receive the refund. Now the "sender" in their terms is the one who made the return label, which is T-mobile and their account is the one that would get the refund. During the past 7 ish weeks I've called T-mobile almost every week. Every time I'm promised a return call-never called back even once. Every time the rep just wants to file a new claim as well. THE CLAIM IS IN AND APPROVED ALREADY!!!! It's not T-mobile's fault the phone is lost, that's UPS, but they REALLY need to follow through with these claims to get their customers' money back. I already see tons of similar situations on this community. And this all started with a lie from a T-mobile store worker anyways, so I'm about to really throw furry. If this doesn't get solved by the end of this year, it's bye-bye for our family plan of 5.Never recieved all of the money back on returned phone and airpods..
The beginning of November we placed an order for the new Apple phone and airpods. After realizing we would not be home to sign for the order we contacted T Mobile the next morning…andTHEY in turn "cancelled" the order saying it was too late to change the address…we had to wait until they receieved the order back to get the over 600.00 credit so we could place the order once again. It took over 2 weeks and we only got credit for the phone, not the airpods...we NEVER say the package, UPS and TMobile stopped it from being sent to us...after messing waiting almost 3 weeks we went ahead and ordered again. This order was fine, other than since all of this happened it made our trade in value go down...which is not our fault… BUT…. I have contacted them several times, the last time over the phone I was hung up on…I visited the store to see if that would help…but of course they gave my number to their general manager to call me and of course I have not heard anything, that was last week… This is over a month now and 275.00 is a lot of money (250.00 plus tax, plus all the wasted time) especially here at Christmas!!! HOW DO I GET MY MONEY BACK??????????
Phone order stolen
I went to upgrade my phone to aSamsung Galaxy S22 Ultra on 10/25 in store. The store did not have the phone so it needed to be ordered. I was reluctant to do this which is why I went in store to get the phone. I was told that the shipment was for next day delivery but it was actually 2nd day delivery - no big deal. However, on the 2nd day I stay home all day to receive the shipment since it required a signature. I keep an eye on the shipment's tracking online and at 5:13pm, I see that it has been delivered but I did not sign for it. I check my mailbox and around my house and neighbors and I cannot locate it. I don't normally have issues with stolen packages in my area and Ibelieve that it was stolen by UPS. Reason I believe that is because it was marked as delivered to me and that Isigned for it which is untrue. I've already reached out to UPS and filed a claim and I've contacted T-Mobile who said it's gong to take a few business days to look into. I'm not sure what else to do at this point and I'm afraid I might be out of the money I paid to upgrade the phone and the monthly fee I will be charged for the phone.My New I-phone 14 has never arrived / Very Disappointing Customer Service....
I have been a T-Mobile customer for a long time. I have ordered a new Iphone14 with next day shipping. I got an email last Wednesday sayingthat my phone will arrive before 7pm but it has never arrived. I checked the tracking number, and it shows that the phone arrived at the UPS facility in Jersey but is not moving anymore. I called UPS, they told me that they cannot locate the phone and we have to open a claim, but they told me that they have a special agreement with T-Mobile, so T-Mobile has to open the investigation, not me. I called T-Mobile and after 45min talking with the representative told me that he opened an investigation, and they will let me know. Since then, I haven't heard from anyone and the phone still is not moving, I called UPS and they told me that T-Mobile has never opened a claim!!!! (Even though I am tired typing this experience!!!) I called T-Mobile and the representative told me that she will fix the issue, after waiting on the line for 30min, she told me she called UPS, and they cannot locate my phone!?! I was like I already told you this story, tell me something I don't know or how you are going to fix it. She told me that they shipped the phone, but UPS lost it. I am sorry but I don't care who lost it, Iam a customer and paying more than 1K for a phone plus contract, and I don't have the phone on my hand that I purchased from T-Mobile. it's T-Mobile's responsibility to deliver my phone. If T-Mobile is not happy with UPS, then don't do business with them. I am sick and tired of T-Mobile. I called multiple times UPS and T-Mobile, got frustrated, always on the line almost an hour, and at the end there is no solution. Only I hear "I am so sorry for the convince", why don't you try to fix the issue instead? If I were you guys, I could send a new phone right away with overnight shipping instead of making me wait so long, calling UPS and T-Mobilealmost daily, waiting online an hour with no solution…. I canceled my order and am going to close my account with T-Mobile. Very disappointing customer service if there is one. I don't want to hear from T-Mobile again. Good luck with your business.STOLEN PHONE UPS
I picked up my package from aUPS sub store, only to open it and find my phone missing. Customer service didn't assist very much and UPS said that I was unable to file a claim. After speaking to 3 different T-Mobile cc agents, Iwas told that it can take 5-10 days to be resolved, that the phone imeic would be deactivated internationally wide, and thenI received 2 emails with return package slips for a phone I did not receive. I log in to my T-Mobile account this morning and the return shipping information is there also. I'm so confused and upset. How can you send me a return shipping label for a phone a called to report stolen?! So I decided to go to google for answers and what I have found is thatthis type of thing is a regular occurrence between T-Mobile and UPS. Why on earth haven't either company put in better security measures? How can the phones truly be deactivated if this type of theft is reoccurring?Did UPS Really lose my package...again!??
About a year ago, I ordered an ipad and never received. I followed up with Tmobile and eventually they cancelled the order and didnt charge me. However, they said, we wont credit your account the next time as if it were my fault. Mind you, the package was never delivered or attempted to be delivered. It never made it out of the UPS warehouse.it was the first time that happened and I've been with tmboile for 10 years. So this week, I order a phone for my daughter online to save $20. I should have ordered in person and paid the damn 20 dollars. The package appears to be in the warehouse for the last two days and still no delivery. I already can imagine how this is going to do and I'm dreading it. What's worse, I probably have to wait a few more days before anyting could be done about it. This is the absolute last time i order online or use UPS. Please switch to a different carrier!