UPS lost trade phone

I shipped the package on Dec 28 2022. 

First searching request made on 1/18/2023

tracking # is 9202 0902 8418 4849 0608 04

after case open someone from USPS sent me email said my package was delivered to your facility in LEwisville TX. So I contacted t mobile. heard they din’t have package. so back to USPS  open second search request on 2/2/2023. still they din’t locate the package. and meanwhile my promotion expired. explained the customer service over the phone. well. of course. they said “sorry. But we din’t get the package. we can’t value your trade in anymore” HAHAHA

I said I did everything I was supposed to do . it’s not my fault. one of your smart customer service guru said “ well… you could have returned it in person ,,, why din’t you do that? sorry… ” really? I can’t talk that kind of human being anymore. Anyhow. 

here is last e mail I got from USPS from second searching request. 

USPS - Search Request Update

Inbox

	Search ID #MRC 23 1574 7330

Im trying tweeter   Thanks. 

Hey @syaoran, Did someone tell you that Assuant would get their packages from the USPS office? I thought that USPS takes it to the warehouses not that the warehouses pick them up themselves. Not sure one way or the other, but nice to know that it is at least in the right city and isn't lost somewhere in transit. Being that it is the tail end of the holiday season with all the trade-in devices are coming back in waves, I would assume that it would take the warehouses a bit longer to process the devices and could be the reason for the delay. 

If you are worried about it, you could also file the search request for USPS and that may flag them to deliver the package instead of allowing it to sit on a shelf in their building. 

The package made it to the local post office in Lewisville, TX and just went straight to, available for pick up.  That is what it says when I look at the tracking information and T-Force has said, someone should retrieve it.  It just seems odd for a device to sit at the post office for almost a week when Trade-ins in the past were always delivered.

The label lists Assurant as the shipper and receiver.  Literally the same information.  T-Mobile may provide it.to tuw customer but USPS lists the company states the company that pays for those labels is Assurant.  Assurant and Asurion are equally horrible companies! 

If my device doesn't get to them.  It will be an FCC and FTC complaint if T-Mobile doesn't step in and do so.e thing.  I will also make sure the device gets blacklisted and file a police report.  These devices are either going missing at the local post office or at the company.  Regardless, it seems like USPS isn't doing their job in the first place.  

I have USPS looking into things as well.  I haven't heard anything back from them yet and that might take a few days to get a response.  Normally, I send devices in through UPS because it is just more convenient.  It just happens I was going to be right by the post office here for lunch so I decided to drop it off there.  Now I wish I had gone out of my way to drop it off at UPS and paid to have it shipped directly to them with an signature required.

Thank you for looking into things, @HeavenM!  T-Mobile could definitely improve upon how this whole process is.  

i would think having them sent to a store and the store send them out in bulk to whoever would be a bit easier to track and keep tabs on..

I totally considered that.  I have seen people complain about stores not wanting to take them or the devices never getting from the store to Assurant to compete the process.  I definitely regret not going out of my way to take it to UPS and paying out of pocket to have it returned.  

I still Don t have a reply from USPS on where it is and the redelivery that was scheduled (never went out for delivery) for the 23rd that has not happened.

I purchased mine online, which is a part of the reason I got.it a week before launch.  The store we like, is about 20 minutes from here.  There are closer locations.  We just don't have much for confidence in the staff at those locations.  

YAY!! Nice to see things moving along. 

If the order you did online was not a JUMP! upgrade, then you should have the option to turn in the trade-in device in the store. You don’t have to do anything special while placing the order. Once you get the new phone, you can visit the store you like to turn in the old phone. They will verify your account and order details, then process the turn-in right there. 

There are resources available to our store reps that shows them how to complete those returns from start to finish, so they shouldn’t have any issue getting it done properly. Something I say when I go to a store and they seem to be struggling is “I know there are so many buttons, and it can be hard to remember which one to push. Feel free to take a minute to look up the steps. No rush. I just want to make sure it is done right the first time.” They can feel pressured to do things too quickly because they do have eyes on them from every direction and that is stressful. I honestly want them to do it right, so letting them know plainly that it is ok to take some time to make sure that happens seems to help a lot. 

It is interesting to me that things often work well and then without explanation there is a wrinkle and it causes traffic jams all the way down the line. I hope that having yours get picked up is a sign that things are getting ironed out and everything will be back to normal soon.